Business ProfileforVacasa

I am filing this complaint based on my many communications with Vacasa regarding my stay at ************* #*** in *********. My family and I checked in at 4pm on Saturday 3/30/24 and walked into a broken washing machine and broken oven. I initiated conversation with Vacasa 13 different times about the broken appliances. My husband initiated conversation with VRBO (the site we booked the property through), and those calls total almost 3 hours in length. I finally reached a breaking point with Vacasa's abhorrent customer service and communication and contacted the owners of the unit directly. I have a comprehensive timeline of all of the different dates and times I attempted to reach Vacasa with no results on fixing the appliances, providing a timeline of repair, or appropriate refund. My family had to throw away hundreds of dollars in groceries that we were unable to cook, including an Easter Sunday dinner. We also had to dine out more than we budgeted for. I spent THIRTEEN different occasions on my vacation trying to remedy a problem with no results. ******** with these issues took me away from my children on the one vacation that we take a year. I see no proactive measures on Vacasa's part to make us whole again - I have had to follow up every time I would like an update. The total booking fee was $4967.50. I believe than an appropriate refund is 2/3 which comes out to approximately $3,308. I spent HOURS on the phone (via text and phone call), HOURS composing comprehensive e-mails providing photos, videos and details of the broken appliances, and spent extra MONEY that I did not anticipating spending, but was forced to, as there was not a means to heat food until 20 hours before check out. I have videos of the broken appliances with timestamps should you need this information. I also have a record of all of my calls and texts with Vacasa.