John G.

I am writing to you to request full reimbursement of my 2 week's rental (2023 at 253 South Sea Pines Drive, #1467, August 27- September 9th 2023) because of our unpleasant surprises detailed below. This will be shared on social media to warn other potential victims of your firm's subpar ability to deliver an adequate vacation experience. We trust you will be more responsive to us than your staff was during our 2 week stay.
1- Misrepresentation of beach access: Misstatement by Vacasa representatives of the beach access which came with the property (namely access to Sea Pines Beach Club) which we specifically asked about prior to renting the property. The decision to rent was based on misrepresentation Vacasa made about this beach access, which was a key part of our vacation plans. In a word, Vacasa's description (below) was a bait and switch. It took multiple follow ups with your staff for them to tell us we actually did not have access, with no offer to remediate the error. A true sign of poor customer focus and attempt to turn the situation around to retain a customer.
A. When I told your staff I was turned away from the Sea Pines Beach Club your staff did not have an immediate answer when we called. We followed up twice to get a response- prompt customer service is lacking
B. Below is an excerpt from the FAQs on the Sea Pines site, which I was told earlier gave us access to the beach we asked about at the Sea Pines Beach Club
I. Parking at the Sea Pines Beach Club is reserved exclusively for guests of The Sea Pines Resort and Sea Pines property owners between 8am and 3pm from spring through Labor Day
Ii. A member of your staff confirmed that this access would apply to us prior to booking the rental which was a key part of our decision.

2- Health concerns due to infestation- Cockroach infestation was noticed within our first week. In our entire lives we have never lived or vacationed in a building with this problem- I am sure it is not something you would expect on your vacation either given the health and cleanliness implications it suggests. Having to eat, sleep and walk around the building was repulsive after this discovery. On top of this, your Vascasa staff was completely nonchalant about the situation, never getting anyone onsite to address the problem during our stay. Your staff's ability to address problems of your customers is "poor service" at the least, but honestly is insensitive to our family's health and well being. Evidently according to the records in the kitchen this problem has been ongoing but not properly addressed- given the implications to health, this would seem like something that should be taken seriously by your staff.
A. When telling your staff about the cockroach on Sept 1st, the response was that Vacasa was having trouble getting in touch with the exterminators since it was a holiday weekend
B. After the weekend I had to follow up and your staff was equally challenged to get anyone to come out the rest of our time there. They seem to have no ability to make anything happen once you have our money.

3- Inconvenient cleaning of property- Blowing debris off the roof onto the table and furniture on the top deck at dinner time does not seem like a customer sensitive maintenance strategy. This occurred while we were getting ready for dinner- first the noise of the blower on the roof and then the deposit of the needles all over the table and furniture right before we were going to eat. Truly astonishing that someone would do this and leave it assuming no one would notice or care!
A. At this point, we felt calling your staff would only lead to more excuses.
B. Is this normal behavior for doing maintenance at the property? Seems a bit clueless and invasive to renters honestly but another first for us.

My family and I had issues with the townhouse we rented for the period of August 27-Sept 9,2023 at 253 South Sea Pines Drive, #1467.

On Friday September 1,2023, I notified the Vacas representative that there were two (2) issues with the unit:
1. We saw a cockroach in the unit this morning. I removed it but is there someone who can come out and spray the unit, when we are not here?
2. I tried to get into the Sea Pines Beach Club but was turned away. I was told that our pass for Sea Pines would get me into all that Sea Pines has to offer. Why can I not get into the club? What else can I not get into?

I received an email from Vacasa stating that my concerns would be looked into. I followed up with emails at 2:53PM and 6:15PM requesting an update.

I was told that I did not have access to the Sea Pines Beach Club, even though I presented my question to a member of the staff at Vacasa when I initially inquired about renting the townhouse. Below is an excerpt from the FAQs on the Sea Pines site

Parking at the Sea Pines Beach Club is reserved exclusively for guests of The Sea Pines Resort and Sea Pines property owners between 8am and 3pm from spring through Labor Day.

I asked the member of the Vacasa staff if I will be considered a gu4est of The Sea Pines Resort since I will be renting a unit inside the resort. I was told that I would have full access. I wish that I have inquired about this item in an email so that I would have a written response, rather than the word of a person at Vacasa.

When I inquired again about the bug issue, I was told that Vacasa was having trouble getting in touch with the exterminators since it was a holiday weekend.

When I asked again AFTER the holiday about getting an exterminator, I was told the exact same thing, that Vacasa had issues getting in touch with the exterminator. Therefore, I spent the last 10 days of my vacation with the bugs.

My family made it a habit to enjoy either our dinner or breakfast on the deck off the dining room. Then on September 5,2023, around 5PM, as we were getting ready for dinner, someone with a blower, cleaned the roof and gutters by blowing the debris onto the deck. Then around 6:45PM, the person came onto our deck and blew the needles and debris off the deck.

I spent my money on a second rate townhouse and management company. The Vacasa representative did nothing to assist my family regarding these issues. Your company is a disgrace when it comes to customer service.