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10/10 Excellent
David H.
7 September 2024
Beautiful and spacious home in terrific location - however - Guest services not so great
The home was amazing and everything we expected of a long-term rental in this area….
The floor layout was spacious and open, the home featured multiple areas where family and friends can hangout and enjoy their space or congregate together. For example there are 2 living room areas with ample seating and entertainment to do you own thing or you can come together in the common dining area at the very large table. The kitchen was fully equipped with anything and everything you could need for cooking as well as food storage for leftovers. The bedrooms are good size and outside deck area had a few separate areas to relax in or have a meal and conversation. We took advantage of the hottub in the cooler evenings which was a terrific way to wind down the day. Everything in the home worked as we would expect and had no issues. We were very pleased with the home.
Unfortunately we had an issue with an undisclosed camera on the side/back door that was on and pointed to the back yard. It also picked up part of the deck which is in the back and not in view of the road and records both video & audio. We had spent time in the area directly next to this camera having family dinners, discussions, etc... with an expectation of privacy. This was not disclosed anywhere inthe rental details or lease documents, etc.... additionally a cam in this location goes directly against Vacassa's owner policy and Colorado state laws. When we noticed the camera, we immediately contacted Vacassa. What could have very easily been remedied turned into a bad experience with their reps. The details are numerous regarding the number on phone calls, texts, emails, etc...
Our ask was simple, acknowledge the camera and its lack of disclosure, provide us with confirmation that no video/audio of our family had been recorded or if it had, it was now deleted. Unfortunately the reps would give me the run around, hang up on me, as they got scared about how to handle the situation (confirmed later by the managers). Their goal seemed to attempt to not admit & downplay the situation. The local team completely ignored us and never returned any of our correspondence. I was able to connect with a regional Vacassa supervisor who took ownership of the situation and provided us with the confirmation and peace of mind we were seeking. This took 2 of the 6 weeks of our time there to be resolved. This could have been resolved immediately in 1 day.
We believed this was a simple oversight by the home owner, nothing nefarious & stated this to the reps upon first contact. We simply found it disconcerting it was not disclosed and wanted peace of mind any recordings were deleted prior to our turning it off. Because Vacassa did not manage this well, it created a sense of additional concerns for us that felt like they were hiding something. Had the reps initially handled this professionally as the supervisor eventually did, it would have been a means to a simple and agreeable outcome.