Vacasa — Hotel in Brian Head

This company failed to ensure our cabin was cleaned before our check in. We arrived to find used hand soaps, made beds with soiled sheets etc. We called the service line and they said they would get someone there to clean it asap. We could not unpack or settle in and after 4 hours I called again. They just kept saying they were reaching out to the local team but no one had responded. Finally after waiting another two hours (it was now 7:30 pm) I called again and this time the representative said he would pick up the phone and call the local team because they were not responding to the ticket. What a novel concept! The local cleaning manager called me and said she was sorry but would not be able to get someone up there at that point in the night but they would come the next morning. So we spent the night doing 4 loads of laundry, making all the beds, and wiping down surfaces with the Clorox wipes we found in the cupboard. The cleaning crew that came the next day said they hate Vacasa because the communication is non existent. No one from Vacasa offered an apology or any concessions to compensate for the incredibly negative impact their mistake had on our short vacation. I also continued to get bottled AI responses from their bots that were totally out of sync with the situation over the course of our trip. After our trip I called customer service and requested a refund for the cleaning fee and the first nights stay. They again, said they would submit the request to the local team (whoever that is) and would get back to us to let us know what they said. No one ever replied. Two days later I called again and after a 1.5 hour fight on and off of hold, they agreed to the refund. I manage two airbnbs and I refund people a nights stay all the time for even little issues. The cabin we stayed in is a great property, the issue is no one from Vacasa seems to have any stake in the process or the success of the property and it shows in every interaction. I will never book a property managed by this...

Bad experience as the cabin we rented wasn't cleaned prior to our arrival. It seemed as if someone rushed out and did a half a** cleaning. I found myself on a stepstool cleaning all of the upstairs bedrooms light fixtures/fans/nightstands/headboards as they were full of dust & cobwebs (see pics) the stove &counters had crumbs, floors were not swept/vacuumed, closets had linens just thrown in them , it's unfortunate when you're coming as a fam vacation and end up cleaning the 1st day after a long drive.We reached out to vacasa regarding the matter, they directed us to the host, the host directed us back to vacasa and neither wanted to take responsibility for lack of cleanliness as we requested for them to make it right. Very unfortunate as the cabin is beautiful but there's rodent dropping and the lack of cleanliness definitely doesn't help the matter .(Pictures taken were just to show small amount of our testimony) I was more worried of getting everything cleaned and ready for our 5 day stay. One of the Upstairs bedroom doesn't have a bedframe so the boxsprings are set on the floor. Also there's no snow shovels accessible, which we got dumped on about 4ft of snow and had to go ask the neighbors if we could use theirs to help get our vehicles cleared

Update while it was very inconvenient for all the back & forth I would like to report few days after we checked out I rcvd an email from vacasa addressing this issue and...

Lovely condo. When arrived the garage was closed and no instructions were given to how to use the code or anything. I tried calling customer service and no one would answer and when they did it was 2 hours later saying we have received your response. We will get back to you. There was no where else to park, so had to figure it out asap. I went inside the door and found a phone # for "property manager". When i called him he no longer was over the condo. He was helpful and directed me to the person in the building who could help me. They told me the garage code was broken and had to manually push the button from the inside. This would have been great to know prior to arriving. Once managed to be inside the condo, it was very bright. The beds were comfy. Would recommend more than 2 sets of bath towels.. Especially when we go for more than a couple of days. The refrigerator didn't seem to cool all that much.. Even with it set at the highest setting. Love the wood blinds and how they opened. Allowed us to open the windows to get some fresh air. Looked just...