Jessica T.
Beware of any properties managed by Vuestay!!!
We rented a house through Vacasa and it ended up being transferred to Vuestay without our knowledge. Three days before check in I went on the Vacasa app to find check in information only to have it say I have no upcoming trips! I called Vacasa and they told me that the reservation had been transferred to Vuestay by Casago and gave me a phone number to contact them. I called the number, only to get "This call cannot be completed as dialed" I called Vacasa back and was told that is the only number they have for them. I never received any emails, calls or texts from Vuestay about my upcoming reservation and had to start searching the Internet to try to find out if I still had a vacation house or if I got scammed. 3 phone calls later I finally got someone who confirmed they had our reservation. They said the reservation was for one person and I corrected them and said that it was for 9 so they fixed that in the system and told me that they would have linens and amenities passes for the correct number of people. They told me I had already filled out all necessary forms and I was all set to go straight to the house for check in. Once I got into the house, we found that the amenities passes were not here so we couldn't use the pool or pickleball courts. I contacted Vuestay and they told me that they emailed me check on instructions that I never received and on the instructions it says we have to go to an office 3 miles away to sign forms and get the passes. I told them that they told me I already signed all the forms and the passes were supposed to be in a lockbox for us. They provided the lockbox code but it was empty. They said the office was closed and we'd have to wait until the next morning. I went the next morning and they had 6 passes, not 9. I told them we need 9 so we can all swim together as a family. The paper I had to sign said 9 passes as well as the envelope they came in but only 6 passes were in there. They told me they would have someone deliver the other three to the house that day. They never came. I contacted them that night to find out why they weren't delivered and they promised they'd be delivered the next morning. In the morning, they were once again not delivered. When I contacted them again, they tried to tell me that the reservation was only for 6, not 9 which they know is a flat out lie because I confirmed with the person before we ever left for vacation and both the paper and the envelope listed 9. They just said sorry for the inconvenience and they'd have them delivered today. It's now 11pm and I contacted them again at 7:30pm to find out what is going on and they are no longer responding or communicating with me at all. They have completely ignored my last two emails. So now our family vacation is no longer a family vacation because we have to split up to do any of the activities while we are here.