vrbo.com

My family and I rented a home that was supposed to be for a wonderful weekend celebrating my mothers birthday. When we arrived to the home we immediately noticed a very steep stairway of 60 stairs leading down a cliff to the home, which was the only way to get there. There was no mention of this on the website. My mother is handicapped and can do some small stairs but this was not something she could do. The rest of us went down to investigate. The stairs and railing which were wood and nailed in were not steady and a huge hazard. Many were barely attached. I even yelled at my kids not to touch the railing it was so dangerous. When we opened the door to the home, a horrible smell hit us immediately. The entire home smelled like a moist rotten basement that had not been opened in decades. That aside, the only downstairs toilet was hidden behind a washer and dryer that only had about 6 inches to squeeze through to get to. This was to be my elderly mothers bathroom. Also, the home has major foundation issues and was slanted by at least a few inches to one side. We felt like we were in a scene of A Series of Unfortunate Events. We immediately vacated the home and called VBRO who gave us a incident number and from there sent us to the "customer service" department. Which I do not understand why VBRO puts on a front as if they actually have a customer service department because they did nothing and told us they would do nothing to help that it was up to VaCasa to help us which is the company that manages the property. (side note: I had a issue with another Vacasa property being grossly misrepresented but I rented from airbnb. Vacasa refused to refund me but Airbnb did.) One of the customer service reps at VBRO even became verbally abusive toward my mother, after she had been on the phone for 5 hrs saying the same thing to these people, and I had to take the phone from her as she was in tears and he was verbally abusive to me as well. Bottom line, I would absolutely never recommend anyone rent from VBRO nor a Vacasa property. Stick to AirBnb and the properties on that site that have high ratings. VBRO and VaCasa get my vote for the worst companies in the world with absolutely no customer service.

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