Vacasa — Hotel in Breckenridge

“Well sir, your reservation has been canceled. I’d recommend you vacate the premises or face legal action”

This is what I was told when Vacasa canceled my vacation rental WITHOUT NOTICE AFTER checking in and sleeping at the property overnight.

I had booked 2 nights at mountain thunder lodge and after the 1st night went well, we were looking to extend another night. When I contacted Vacasa on the phone, they told me they couldn’t extend my rental because my reservation had been canceled and that a refund was issued.

ummm, WHAT?!?!? This was a huge shock to me after traveling to Colorado from DC.

Did myself or anyone in my party ask to cancel? Absolutely not.

Was I notified via phone call or email before this happened? No.

Did I need a place to stay for me, my friend and his elderly veteran father? Yes

While trying to resolve this on the phone,3 agents failed to take down my callback number and disconnected my call. 45 minutes later I was connected with Shad who informed me that the identity verification team canceled my reservation. They didn’t know why.

In order to renew my reservation, I had to book the same dates and pay for the booking again. I’m now out the cost for 2 vacation rentals until the refund hits my account in 5-10 days.

As soon as I got off the phone with Shad thinking everything was resolved, I received no less than 5 phone calls from various vacasa agents. I ended up connecting with the front desk agent, who proceeded to tell me in a sharp tone that I hadn’t paid for my rental and that I would need to pay AGAIN. RIDICULOUS!!!!! After an hour on the phone to reach a resolution and being told everything was settled, I’m now being told I need to pay a 3rd time!!!!!

I asked to speak to a supervisor and got connected with Melissa G (she had a fantastic demeanor despite the tough situation) I was offered 5% off a future vacation rental with vacasa (no way I will ever use this company again) or a $25 discount on my current rental. I was told this was the maximum they could offer me because the cost of my vacation rental wasn’t high enough. (Great way to make my business feel valued)

After some more discourse I ended up with a $50 discount from my $570 rental.

Everyone in my party is stressed out due to being threatened with legal action and working with a company that cant handle making a reservation. We didn’t know if someone was going to show up to our rental as a double booking or if the cops were going to show up and say we were trespassing. I had to waste a significant portion of my day resolving this issue when I’m supposed to be enjoying my vacation. Shad and Melissa G had great service, it’s a shame they have to work with such a disorganized, unprofessional company.

Oh, and the cable in the living room tv doesn’t work. Was stuck on loading screen for 3 hours until I turned it off.

TLDR: unorganized company doesn’t know how to handle a basic vacation booking Avoid if you want to enjoy...

We were so excited to spend a long Thanksgiving weekend up in Breck at what looked like a really lovely condo. Location was great, walking distance to a lift with covered parking to boot. The views from our patio were great. It's a damn shame no one seems to care about maintaining the place.

Upon arrival, the first thing we do is head to the balcony to look out. It's an incredibly nice view down Main Street, however it would've been nicer were it not framed by probably 30 cigarette butts (please see photos) scattered all across the balcony, in a non-smoking unit no less! This horrible welcome made us wonder if the unit had even been cleaned between guests. We checked the sheets to make sure someone had bothered to change them between guests. Although clean, the bed was very uncomfortable and the linens were cheap and worn.

We then tried to turn the fireplace on. It was broken. We contacted the front desk two times, however it remained broken for the entirety of our 3 night stay. At one point, it magically began working and so we told maintenance that, however it quickly stopped and we had to follow up with them again, asking them to please enter the unit to repair it. No one ever came, which was a real problem because the heater in the unit barely worked and we really could've used the fireplace for the heat. It was near impossible to warm the place up.

The patio door lock was completely broken, too. There was no way to lock the door! Yes, we were on the fourth floor but it was a security concern nonetheless. We asked maintenance to fix it, twice, and no one bothered.

The rest of the unit was just worn and poorly cared for. The walls were in desperate need of paint, drywall tape was showing through in both the living room and the bedroom (see pics), the lights above the stove in the microwave were burnt out. The lampshade in the bedroom was falling apart (see pics).

It is a real shame that care and upkeep of this unit is so paltry, because the location and views are truly tough to beat. In the future, we will think twice about staying in a Vacasa...

Do not stay anywhere within this property if you are concerned about COVID-19 safety precautions. Despite what Vacasa posts on its website under the topics of “Our Commitment to Cleanliness” & “COVID-19 Update,” bedding was soiled in both bedrooms. One bed had a used Kleenex in the sheets. We arrived late in the evening and discovered these things. While the front desk sent housekeeping to change the bedding, we asked about moving to a different unit and requested that someone get back to us that night. Nobody did and we had no place else to go that late at night. Preparing to take a shower the next morning, we discovered a used bar of soap. Did receive a call from the manager on duty the next morning. Note: not all units in Main Street are controlled by Vacasa...so, ability to be moved in a situation like this is limited and you can find yourself held hostage. On second day, family was waiting for elevator and as doors opened, a housekeeper was on elevator without a mask. Clearly a housekeeping issue on property. When this was reported, was informed that Vacasa does not have housekeeping oversight for all units on the property. It was possible that this individual was not on their staff. That revelation was stunning as there was no accountability. Again, no quality control on what happens re: COVID precautions at this property (rooms, elevators, etc). Extremely misleading information on the Vacasa website when there is no guarantee that the unit next to you or other housekeepers that have the run of Main Street Station are not controlled by Vacasa. Our unit was a Vacasa booked property and they still failed to meet the the advertised expectations communicated on its website in this critical time of travel-related safety concerns. This was easily the worst travel experience and most uncomfortable situation we have ever found ourselves in. Main Street Station had been one of our favorite Breckenridge properties to stay at over the years. Vacasa management appears to be part of the problem now that they have oversight of...