What a nightmare! My family’s first time to the OBX and renting with Vacasa. We have a newborn and a 9yr old. No one in our family is a smoker, which was ultimately why we choose this place. It was dog friendly, and very adamant on their no smoking policy anywhere on the premises!! We walked into the home, while passing many cigarette butts all over the porch & an ash tray…to be smacked in the face with the smell of smoke when opening the door. The “kids” room was one of the worst smelling rooms. As we continued to walk around we noticed the smoke alarms were not attached, but just sitting on the counter-MAJOR SAFETY HAZARD and huge red flag for us. How was this missed when cleaned/prepared for our arrival? We are assuming the people before us took them off of the walls because they were smoking inside of the home, even though everything stated absolutely no smoking.
We immediately called the customer service number provided to us. Both women that we spoke to were very polite, but really unable to give us any answers. Instead, we were told that they would have to send someone to the property (mind you, check in is at @4…by this time it’s a little after 5) to assess the situation and attempt to clean/fix the issue. Cigarette smoke can not just be “cleaned” from a house in 5 minutes. This answer was just completely unacceptable for us. I told them we did not want to stay at the property & asked if we could be moved to a different rental and/or completely refunded. We were told they must come to the property first and then determine the next steps, if any. We were told it was a “high priority” ticket and that someone would be in contact with us shortly but no time frame was given.
Long story short, we were NEVER contacted by anyone!!!! We had to find a NEW place to stay with zero contact from them. I am STILL trying to get in contact with a property manager. Today was supposed to have been our check out date. I spoke with customer service again this morning and was told that our “ticket” was closed because it had been assigned to the wrong person. So, they just closed a “high priority” ticket and left it at that? No contact of any sort. First and WORST EXPERIENCE we have ever had. We will never go through Vacasa again.
*location was terrible as well and very deceiving from the pictures. The property is in a very run down area, in the middle of a trailer park. The house itself wasn’t bad, aside from the location/smoke smell/detectors off