We had 2 situations needing customer service in our 3-day rental & were 100% disappointed. 1st, there was a mechanical issue with the spa within hrs of checking in. When trying to heat spa, it completely drained – making it unusable for more than 1/3 our rental. Multiple calls & texts (including picture of the empty hot tub) went unanswered except for “working with local team” & “the local team has been contacted.” When they did respond it was not helpful: “use the code to change the temperature” & “read the welcome packet at the front door.” 2 hours after the issue was reported, I received a text the pool guy would come the next day “in the morning” & no time could be shared. The pool guy had no clue there was an issue; only scheduled to clean pool. A call with Grand Welcome netted “we contacted the local company & have no information”. Finally, they texted pool guy was on his way & it would be a quick fix. After determining not a quick fix, he showed us how to manually change the pump because it had to be replaced. Mgmt Co sent a text to assure we did steps “no further damage to the equipment” happened! The 2nd morning, pool guy showed up unannounced & told us to vacate the yard. After 2 hrs, the manual way we were instructed to change the heat was no longer an option. I inquired if the heat was fixed & again “we are inquiring with our local team”. I did ask about compensation for spa – no response. 2nd issue, they double charged dog fee. No refunds for either!