4/10 Poor
Geta
Travelled with partner
9 Apr 2024
Liked: Cleanliness, property conditions & facilities
The grounds and property were beautiful. However, we were promised a complimentary amenity card, which costs $50 per day, that was not there when we arrived, and we could not use the pool or access the beach area and restaurants on the grounds because of it. I texted VACASA and received texts back from 3 different phone numbers with differing bits of information -
1.It was Expedia's fault and we had to pay for the card;
2. It was the fault of VACASA and although they were sorry, we still had to pay because there is no such thing as a complimentary card;
3. It is complementary and to pick it up at the office.
We arrived on Easter so the amenity office was not open for us to acquire one.
I called multiple times and received varying information on the calls as well. I emailed the screenshots of the circus of text messages and never heard back.
On Monday we ended up paying for our "complimentary" card. SeaBrook Island, not VACASA, was nice enough to comp a day for us for our troubles.
After a week of silence. I called again and waited on hold for over 30 minutes for a supervisor. At first, they refunded $50, which wasn't nearly enough considering we couldn't use the grounds for an entire day, the frustration they caused, and tact had to pay for the card in the end. She finally refunded us $100 total.
This company is not customer friendly, and I find them sneaky.
I will not book with them ever again.
Geta
Stayed 3 nights in Mar 2024