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Terrible
4 reviews
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Overview
Holiday Rental House -
2 Bedrooms, 1 Bathroom, Sleeps 6
Cascade Locks, Oregon

Reviews from our community

Terrible - based on 4 reviews
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Reviews from our community

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English first
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English first
ColoradoT...
Aurora, Colorado
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 43 helpful votes
“Vacasa - beware”
Reviewed 8 March 2014 for a stay in February 2014
42
people found this review helpful

My husband and I have traveled extensively in the past year, mostly utilizing VRBO and Airbnb rentals. We have had wonderful experiences, except in one case, with a property managed by Vacasa. Here’s what we learned that may help others avoid travel problems. All of the other places we stayed were managed by the property owners. We found that owners had great pride of ownership in their homes and the rentals were clean and well-maintained. This Vacasa rental was run-down and dirty. When we had minor issues in properties managed by owners, they had local people on the spot within minutes to help us. To report this unacceptable, dirty rental, we had to call Vacasa's customer service center that was many miles from where we were. The people on the phone were sugary sweet, but didn't care much about our problem. It took nearly two hours to even get a call back from them. Dealing with owners directly, we found that people were honest and straightforward about total costs of the rental. Vacasa was sneaky about cleaning fees – not listing them in the property listing and not mentioning them at the time of the reservation – they just show up on your invoice, which you get in advance, so check it over carefully. Make sure if you rent a Vacasa property that there are at least 5 or 6 reviews of the property, posted on-line through VRBO or TripAdvisor. Vacasa does manage some nice properties, but it can be hard to tell from the pictures what the property is like. And if you get there and it is not as represented, you are out all of your money as Vacasa has a 30-day advance notice cancellation policy. If there are no reviews, you may be better off at a hotel where you can usually cancel within a few hours and still get your money back. Vacasa has multiple complaints against them on the BBB website (wish I’d checked there before we rented).

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How easy was key pickup/access to the property? Overall condition of the property
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Service
Liked best: There simply wasn't anything to like.
Liked least: That it was dirty
Travelling group: Spouse/Partner
Would you recommend this hotel to a friend?   No.
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Management Response
7 Mar 2014
Please allow us to respond to this guest:

First of all, we appreciate any constructive criticism, as this allows us to improve our services. Guest feedback is very important to us. While it did take a little time to get some help out to these guestd, it certainly did not take 2 hours. We do ask our guests to have a little patience as our business model does not allow us to have on site serviced such as a hotel, for example. Furthermore, our customer service and reservations agents certainly do care about the well being and comfort of our valued guests. We did send over a housekeeper to touch up the home. The home is very accurately presented and there were only two items that had not been cleaned sufficiently. This was not a completely dirty home, however it was the perception of the guest. We certainly take that to heart and also can clearly state that we do take pride in our housekeeping services, which were not completely up to par in this case. We must also note that we processed a refund for the cleaning fee as a sign of our regret that the home was not up to our high standards.

We do take ownership of problems when the occur. Also, our online booking process as well as our reservations agents always show the fee breakdown for any reservation. This includes the cleaning fee. Finally, we would like to note that we have had 24 complaints against us with the BBB over the last 3 years. With well over 100,000 guests per year that comes to a very low complaint rate, which in our opinion indicates and outstanding service to our customers.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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2 guests
Adults2
Children0
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