The house is lovely and if we were staying there in summer, we probably would have had no complaints. Unfortunately, we arrived on a very cold winter day so immediately looked for how to turn on the gas fireplace, which I had made sure to confirm was in working order before we arrived. I was assured it was. We couldn’t figure out how to turn it on so I reached out to Vacasa. After a lot of back and forth,
requests from us for clear instructions on turning on the fireplace and a couple canned responses from customer service about how the gas fireplace “might” work, we looked under a decorative lobster figurine in the fireplace and lifted a metal grate to discover a giant hole to the underneath of the house. If a gas hookup existed at one time, it’s no longer there. I sent pictures to Vacasa and asked about a partial refund since the fireplace was partly why we booked and the heat pump at the house was not really keeping up with the cold outside. We were freezing the first night as it took maybe 12 hours for the house to get up to 68 degrees. They told me repeatedly that the gas fireplace does, in fact, work (though no one could actually tell me how to turn it on and no one could be sent to check it out in person despite them referencing a “local team.”) They said they wouldn’t provide any type of refund because the fireplace works (it doesn’t) according to the local team who never showed up to provide any type of support. No more Vacasa properties for me.