Vacasa in Keystone, Colorado

“Unfortunately, this was a frustrating stay. The building lobby was completely under construction, requiring entry through the back, but this was never disclosed before arrival. The check-in instructions directed me to retrieve a garage key card from a cabinet in the lobby. However, the lobby was an active construction zone and there was no cabinet or key box anywhere. I was forced to leave my car in a loading zone while trying to resolve the issue. I contacted the local support number and received no response. After Airbnb contacted the management company, I was told the garage key was inside the unit, but it was not. I spent hours dealing with conflicting information and was repeatedly told the cabinet existed when it clearly did not. I never received access to the advertised secure parking garage, had to find alternative parking. I never received a resolution despite being told 2 weeks ago that the issue was under urgent review.”

“The communication was quite poor before arrival, everything was an automated response that did not address my questions. The phone number provided for on site assistance was “unmonitored during migration” and was not responded to for days. The entire lobby was under construction and unusable and there was construction on the unit floor, with all lights out and access to the elevator blocked my workers on ladders.”

“Nice place in a great location. Just a heads up that the host isn’t very flexible—don’t expect much accommodation, even for small requests. As a host myself, I personally try to be more accommodating, but that’s just my approach. Overall though, it was a solid stay. Would recommend!”

“The place is convenient for the mountain shuttle and the wood burning fireplace is great. The place would be much better if they actually put a little effort towards amenities. There were no actual bath towels only 4 mid-size towels. This is very problematic if you want to use the pool or hot-tub. If you have the ability, bring your own blankets and towels. This place gets the job done for a couple days on the mountain, just know it has the bare minimum items or they are very old and worn.”

“Unfortunately, our experience dealing with Vacasa was sub par. Took 30 minutes to gain access to the unit. Only having one keycard between 3 guests provides a poor guest experience and made access to the building and amenities a constant coordination effort which is not what you want at a “ski-in-ski-out” location. Credit to Kyle who was able to walk us through a tricky lockbox to gain access, though I would ask why have such a tricky lockbox to begin with? Overall, Vacasa provided a typical corporate experience which is the opposite of what airbnb usually is.”