ComplaintsforLakeland Village Beach & Mountain Resort
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Complaint Details
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Initial Complaint
10/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
My stay at Lakeland Village by vacasa at room 435 from 10/7/2023 to 10/9/2023 was marred by several issues.1.Unclean Property: Upon our arrival, it was evident that the property had not been adequately cleaned. The floors were dirty, surfaces were covered in dust, and there were stains on the furniture. Also, Upon entering, a musty and damp scent fills the air.It was clear that the property had not undergone a thorough cleaning before our arrival.2.Bugs on the Beds: To my shock and horror, I discovered live bugs on the beds in all the bedrooms. This is entirely unacceptable and unsanitary, putting our health and safety at risk.3.Inadequate Maintenance: The property overall appeared poorly maintained, with signs of neglect and a lack of attention to detail, which significantly affected our overall experience. Especially the air conditioner was too loud to sleep. 4.Delayed Check-In: Upon our arrival at the rental property, we were forced to wait for an unreasonably long time before we could access the property. The check-in process took much longer than expected, and this delay was both inconvenient and exhausting after our journey.5.Lack of Communication: There was a lack of clear communication regarding the check-in process. We were not informed about any check-in information, which led to us being unable to check in when we arrived.6. Inadequate Staffing: It appeared that there were not enough staff members on hand to handle the check-in process efficiently, resulting in long queues and frustrated guests.7.Unresolved Issue: I initially contacted your company to report a wrong check out day on my reservation. The issue remains unresolved and I have been told that I should solve the problem by myself. 8.Lack of Empathy:The customer service representative displayed a hostile attitude, constantly sighed, and showed no patience in assisting me to resolve my issue. This only added to my frustration.Initial Complaint
09/01/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We stayed at this property renting a condo from August 15/22 to August 19/22, our itinerary confirmation # is **** B0653305 with a cost of ******* charged (including taxes and fees) the reservation was made July16/22.On 7/20/22 a deposit of ****** was debited from me, additionally at check in the remainder of ******* was debited from me. At check out i was asked to pay ****** which i did at that time, I felt this was an error and was assured by the front desk staff that I could call them and speak with *****( apparently a manager?)if I had any concerns. I subsequently noticed that we were charged double resort fees and double Transient Occupancy fees each day so we did in fact not owe any further money at check out.Called the property August 20th at **** spoke with ****** he stated that it was likely a glitch in the system and he would let ****** and ***** know, he stated i would have my refund in 3-5 days, I asked for someone to call or email me to let me know that the refund is in process...did not hear a thing, called again on Friday August 26 at **** am spoke with *******, she stated this was also a "glitch in the system" and I should call again in a week as this was "a low priority issue due to their staffing issues" So rude and condescending.. She said she would let ***** know in her "end of shift report". Still have no refund,no check, nothing.. no call or email. I am requesting assistance in getting my money back as they are ignoring me. All the amounts charged are from the printout i received at check out so they have all the paperwork. Thanks for your assistance
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.