I hesitated to book this property due to Vacasa's poor customer service reputation, but I gave them a chance. Unfortunately, I regret that decision.
Vacasa sent a marketing email 10 days before check-in, mentioning that detailed instructions would be texted on the day of arrival. I received a text with codes for the gate, door, and unit, along with Wi-Fi details, but nothing about parking. We parked in a spot without any "Owner Parking" signage, yet our car was towed the next day, causing us to miss planned events.
When I contacted Vacasa, they informed me that parking information was buried in the "Driving Directions" section of an earlier email. Since I knew the area, I hadn’t reviewed those directions, and the text on the day of arrival didn’t mention the parking spot. Despite this oversight, Vacasa refused to reimburse the $225 tow fee.
I'm disappointed that a company would choose not to rectify their mistake, prioritizing a small fee over customer satisfaction. This experience has only confirmed Vacasa’s poor reputation. Their customer service and priorities need serious improvement.