We saw in the photos that there was a Jacuzzi on site. That was a major factor in us choosing this property.
The description of this property clearly stated that you need to give advance notice + pay an additional fee to heat the pool. We understood this and were not interested in using the pool (it was winter).
We arrived and the jacuzzi was 62 degrees. I called the management company and reached a man from the management company (Vacasa) named Sterling. When I inquired about the jacuzzi, he said, “there is no jacuzzi at this property.” I explained that I was standing looking at it. He explained, That is not a jacuzzi, that is a POOL SPA.”
“Whatever it is,” I asked, “How do we turn it on?”
He went on to explain that I should have known that this was a pool spa and therefore connected to the pool and required a fee to heat plus 48 hours advance notice...and it would take 4-6 hours to heat.
When I explained that--as a lay person--I do not know the difference between a JACUZZI and a POOL SPA, he became rude.
The more I tired to get Sterling to see and understand the honest mistake I had made, the more he dug his heels in.
He said, (and I quote), “It is not our problem that you don’t know the difference between a jacuzzi and pool spa...that’s on you not us!”
As it turns out, NOT ONLY WAS HE INDIGNANT, HE WAS WRONG. While I was talking with him, I received a voice mail from a helpful woman who explained that I would have to pay, but the jacuzzi/pool spa could be heated—and it was—within 45 minutes. This man was unnecessary harsh and rude, when I was simply expressing a frustration. Perhaps some more customer service/empathy training for Sterling?