When I booked this location, I called Vacasa rentals and let them know that we were having my ten year old daughters birthday weekend there with a couple of her friends. I also let them know that I had a dog that would be with us. The pictures looked like the perfect place and the description after scanning it looked like exactly what we were looking for.
We arrived around 5 p.m. and the girls jumped out of the car eager to go run on the beach. We all ran into the back yard to realize that we were ON A CLIFF. A serious cliff of about 30-40 feet. Completely unsuitable for children. The photos didn't show that it was a CLIFF but made it look like there was a 3-4 foot hill to the beach. The edge of the cliff was covered in weeds so you couldn't tell how close you could get to the edge before you fell off. What a shock! We called Vacasa and said that we didn't know this place was on a cliff and we were worried about someone getting injured. The gentleman told us "sorry, nothing he could do because it said in the description that beach access was three blocks away." We re-read the description online and sure enough way down the list after how many coffee cups, books and other gratuitous drivel, was the fact that beach access was three blocks away but nothing about being on a cliff. Ironically there was an advisory that there was no dishwasher but nothing about a cliff that kids could fall off. We decided to go check where the beach access was and was met by a sign letting us know that the bridge was out and closed. So our beach access would not be accessible. We went back to the house pretty mad at this point and stumbled upon the "grill" that was mentioned in the description. ("Outside, you'll also find a deck with a charcoal grill for great ocean-side barbecues. All you need is the beer and burgers for a memorable afternoon filled with good food, laughter, and ocean breezes")The grill that we had bought expensive steaks to grill for the special birthday dinner to find that it was dirty, rusty and the size of a dinner plate. The size of a dinner plate to grill for six people. Really?
We went inside and called Vacasa again and spoke with Sonia. She was VERY nice. I told her that the S.S Rose Haven was NOT what was implied or described and is there any way she could move us to another rental. (Actually, the INSIDE was exactly how it was described and was very nice but the outside is what we came for and was nothing as described) She let me know that she was a little new and didn't know all of the rules but would ask the manager if she could move us. She called me back to let me know that we could not be moved. I told her that I was unwilling to put four kids life at risk and that we would not be staying there and what were the options for a refund. She asked her manager again and then let me know that since it was the day of, Vacasa would not be refunding us any money.
I realize that last minute cancellations are cause for a non refund. However, we upheld our end of the agreement. We paid, we showed up and were willing to treat the place like our own home. Unfortunately, with the cliff (not mentioned), the "grill" that was mentioned but unusable, and the lack of beach access made the situation where your company did not uphold its promise to us ("The team at Vacasa has made it our top priority to make the world of vacation rentals a simple, stress-free experience for both owners and guests.")
When we returned home we contacted Vacasa again and were told that they were told by the property manager that the "cliff" is actually a" hill". (I would love to see their reaction if they were to take THEIR kids to that property and have their kid get too close to the "hill")
They said they would edit the beach access on the listing and never addressed the grill. Since we did not stay there, they would offer our cleaning fee back but we were to eat the rest of what we paid for but did not receive. Buyer Beware on this place!!!!
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