We had an immune-compromised person traveling with us, so before we left for our trip, I asked a rep from Vacasa if the mold that was reported in a past review had been taken care of. I was assured it had. I also asked about the cleanliness because that had been mentioned in a review. She assured me it would be clean. Upon arrival, it was clear that there were areas that hadn’t been cleaned. For example, when I wiped up a puddle of water on the floor our first night, the white towel turned brown. Along the corners in the showers, it was black. After 3 days of our immune-compromised member having constant migraines, we realized the water that kept pooling in the kitchen wasn’t from the freezer, as we reported. It was condensation from the vents. On further inspection, we noticed water dripping from other vents and mold in them. After many apologies, a visit from maintenance with a promise of a phone call (that didn’t happen) to get it taken care of ASAP, a face-to-face conversation where we were told that every single room in Panama City was occupied, we realized we had to stay the night. We turned off the A/C, duct taped the vents and opened every window and door. The next day, we were given 4 alternative locations to finish out our trip. Only one of the places was beachfront like the one we had, so we packed up and moved to a different location. The new place had stained up furniture and carpeting. Reviews as far back as 2017 mentioned both needing to be replaced.
Vacasa was in contact with us throughout the ordeal. Unfortunately, we spoke with different people every time and received different solutions. The woman we spoke to face-to-face said we could get a refund. Others said only 3 days would be refunded and another one said all but 1 would be refunded. They all agreed it had been handled poorly. Nobody was ever authorized to refund fully. People promised to call back in 10 minutes and never did. When I called them, they acted surprised and upset but were never able to resolve the issue. As of today, we have received zero days refunded.