Austin Vacation Rentals by Vacasa — Attraction in Austin

Unfortunately, our experience with Turnkey Vacation Rentals was poor. When we arrived at our rental, we were supposed to be able to enter at 3pm, however the cleaning crew was not done until almost 4:30pm. During that time, our party of 10 people was waiting in the heat (late July in Texas). When Turnkey was contacted regarding the situation, the only thing they did was repeatedly tell us to go get a meal and we would reimbursed upon submitting the receipt to Turnkey. After telling them multiple times that we were not going to do that since we brought food with us for our 3pm entry time, they finally said that they would refund us half of the cleaning cost. Turnkey was told that wasn’t enough of a compensation for the inconvenience caused by the delay, and we were told that we would receive a call back regarding the issue after some “internal consulting” was done. We entered our rental around 4:30 when the cleaners finally completed their task, only to find several issues with the property: • cleaners did not leave until 4:30, we were supposed to be in the house at 3, so the entire group was waiting in the heat • main floor bathroom toilet was clogged • exhaust fan in main floor bathroom worked intermittently, sounded like a helicopter when it did • kitchen sink faucet would not stay up, when the water is turned off the sprayer falls out • AC for upstairs and downstairs did not work, only the main floor was cool • refrigerator needed to be wiped out before putting our food inside • floors were not fully clean • wi-fi information in guest portal was incorrect, had to call to get correct information • cracking and separation of tile in master bathroom shower area • exposed wiring on stairway • trash on patio table • ashtray of upper and lower patio not emptied • trash on upper patio floor • light fixture coming off of junction box in downstairs area • clump of what looks like pet hair on floor in a non-pet friendly house • rubber bullnose pads on stairs coming off • laundry room area items not put away • dog or cat urine in patio and inside the main floor • trash on lower patio • ceiling fan on upper patio missing a blade which was found in one of the chairs • bolts were falling out of the patio chairs, replaced several as they fell • empty wine case/glass/box left outside of front door • missing board on stairs • socks from previous guest under the bed • outside trashcans were overfull from previous renters

After we took care of the items we could (the toilet, floors, ashtrays, trash, fridge… however that’s not how we imagined the first few ours of our vacation), we made the most of our remaining time. Since we never received a call back to complete our findings, we contacted them on our way home, only to be treated poorly over the phone. The representative constantly spoke over us and threatened to hang up at least once. They had no record of any of the calls from the other 2 phones used to contact turnkey, only the number in the reservation was tracked to record our findings. After a bad connection severed our call, we reached a representative who was much friendlier, however they had very little information for us. We learned that nothing would be done to make good on the issues since they were “in the past”. We had turned the downstairs AC to off the position since it wasn’t working, and were told that an agent from Turnkey would go to the house but if they found the AC in the off position they would have no proof of it not working during our visit. In regards to the refund of half the cleaning cost, that was also repeated as the only thing that could be done, so we agreed to that. Five days later an email arrived showing an $85.00 refund…but the cleaning cost in the same email says $239.00 so they even came up short on that. Pictures of our issues were requested by Turnkey and they were sent but there has been no response thus far (over a week since the rental period now) nor do we expect one, but we want others to be aware of the experience we had and their (lack...

Where do I begin? We used TurnKey for first (last time) to rent a house on Lake Travis outside of Austin, TX in October 2020 at THE RESERVES AT LAKE TRAVIS.    The house is definitely a drive from everything... through some really windy roads. Keep in mind the closest anything is about a 25 min drive. That aside...and nothing to do w the company.   When arriving to house you think wow what a gorgeous place   But once you get inside you can quickly see how HORRIBLY the house has been maintained   And at almost $1k/night  one would expect a lot better than what you get    From furniture missing or broken  to stains all over every carpet   To appliances having missing or broken parts I would highly reconsider renting this house until these things have been fixed    And while it seems turnkey has a great customer service w their quick response to texts, I'd say that is also anywhere close to being luxury or what you expect at the price you pay and the way the house and service is advertised     On day one I notified of all the issues    And while they were quick to respond   There was a lot of fluff--promised etc   For example the toilet in Jacks n Jill room didn't flush and several light bulbs were out   I was told someone would be there that day   And then after no one showing up, they said someone would be there the next am at 9am   No one showed up and there was no communication  so I then had to call and spoke to someone for an hour going over everything   I was told a supervisor would call me to go over everything (never got that phone call)    The handyman came at 4pm that day   To "fix" things   Nice guy and he was even stressed how unsafe it was that the beds were in the condition they were (4 twin beds in media room)  all unusable with wood splinters and screws undone   Someone would be bound to get hurt had they tried to sleep in these beds   Aka the kids on our trip     Toilet lasted for a few flushes and handyman had to come back next day again   Dining table missing a chair and one was brought   But after that  none of other concerns were addressed and we just had to live with it rest of the week   I constantly msgd the texting number and kept getting "apology"    But never a call as promised while there for the week    Lots of Sorry and please be patient   Finally got a call from someone who sounded like he was reading a script after we checked out and ironically while we were flying home     This house in Austin/Spicewood was far from luxury as described and pictured    If this house was maintained and kept up to the standards you expect w luxury   Then easily the rating would have been a 4 or 5    The swim park in complex was great for all ages   The house is huge   But they don't care about keeping up w a clean and maintained house  they just take your money and then apologize for everything wo doing anything at all. I even called prior to the trip and before the cancelation period expired and specifically asked if the maintenance issues that others had mentioned had been resolved. I assured that after each guest leaves all issues are fixed before next renter arrives. This was A BLATANT LIE!  Not...

Unfortunately, this rental turned into a major headache. We had many issues with this property. We rented this house for 5 nights to spend New Year's with our Family and Friends and ski. The TurnKey reps were very responsive when we called, service people were sent to the house in a reasonable amount of time, however we were promised by Jason Wilson, the local TurnKey rep in South Lake Tahoe, that every day the hot tub didn’t function we would be refunded for that day. Now TurnKey is stalling, being unresponsive and has only offered us approximately ONE night's refund for the house rental. Unacceptable. FIRST, we never had hot water consistently. It was 20 degrees outside. No hot showers, no way to wash dishes (there is no dishwasher in this house), no way to wash clothes. The hot water heater pilot light went out several times a day, EVERY DAY we were at the house requiring handymen and a plumber to attempt to fix it. Service people were at the house every day we were there. The hot water heater was never fixed. SECOND, The Hot Tub, which was the entire reason we rented this house, also did not function and was unusable the entire time we were at this house. Our first night, we discovered the hot tub was not on and the water in it was not hot and we were unable to turn it on. A service person came to the house and discovered the circuit breaker for the hot tub needed to be replaced. The circuit breaker was replace but then it was then discovered there was ice in the hot tub motor, causing the hot tub to need to be drained, and totally unusable. It never functioned the ENTIRE TIME we were there. We were told by Steve, from Nixon Plumbing, who came to service the water heater, that he was familiar with the house, had been there several times, knows the owner, and that the hot tub had NEVER been functional. Also, when the breaker for the hot tub was turned off, we discovered the kitchen stove is also on that breaker. While the breaker was off, no stove, no way to heat up water, since we didn’t have hot water. THIRD, The first night we were in the house the sink would not drain, we had just arrived, discovered there is no dishwasher here, went to wash dishes so they could be used (they were in the cabinet greasy) and the sink and disposal were not working. FOURTH, the refrigerator was not cold when we arrived and it was set at its coldest setting. A handyman fixed it. FIFTH, the house was not as clean as it first appeared when we arrived. Greasy dishes in the cabinets (there is no dishwasher in this house), whole pieces of toast wedged between the fridge and counter, crumbs under the microwave, coffee maker, etc. Clearly the appliances were not moved when the counters were cleaned. Upstairs master bath has mildew on the grout in the shower. SIXTH there are a dozen light switches on the main floor, none of them are labeled. We had no idea we were turning on outside lights etc., or what...