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Terrible
2 reviews
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Overview
Rental Home -
3 Bedrooms, 2 Bathrooms, Sleeps 8
Coeur d'Alene, Idaho

Reviews from our community

Terrible - based on 2 reviews
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Reviews from our community

Date | Rating
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English first
Jessica B
Williamsburg, Virginia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
“Customer Service Gone Wrong”
Reviewed February 20, 2014 for a stay in February 2014
1
person found this review helpful

I have never experienced customer service gone this wrong. I rushed to town for my ill son who needed help after he was diagnosed with stage 4 lung cancer. My daughter and her family was rushing from Virginia to get here and my other son and his family were coming. I contacted the property management company directly, Vacasa Rental Property Management and spoke to an employee. I explained my family needs in terms of accessibility to my ill son and his family. Driving to the property was down a small road along the lake with no lighting, no guard rail. The home was not visible from the road or clearly marked. My daughter had to park her vehicle and walk around in the dark to locate the house at the bottom of a 30+ flight of stairs. Other issues with the home included broken garbage disposal and slow flushing toilet. We contacted Vacasa the following day to let them know that our main concern was the accessibility and we wanted to cancel the remaining stay in order to be closer to town. Due to staying in the home one night, they refused to refund us our expenses minus the night we stayed plus the cleaning fee, even offered to pay a reasonable penalty for cancelling. Another employee contacted me to make other recommendations to suit our needs, including more than 1 bathroom for 6 adults and 2 kids. His recommendation was to put us in another home further away from where we needed to be along another windy road on the lake. It is the middle of winter here in Northern Idaho, so icy and snowy roads only increase the travel time and make unsafe driving conditions on windy roads with no guard rail to prevent you from sliding off the road into the lake. So, to correct the other issues on top of accessibility, he is sending out somebody to fix the garbage disposal and provide ice melts to help prevent falling on icy steps to access the home. The home itself, beautiful views and scenery and great for a family here on vacation. Not for a family stressed while trying to spend time with a dying family member who clearly explained our situation. Vacasa should be ashamed of their poor customer service and hope the owning family will soon find a new property manager to ensure complete customer satisfaction.

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Liked best: the views
Liked least: customer service
Traveling group: Large Group
Would you recommend this hotel to a friend?   No.
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
wordlywis...
Calgary, Canada
Level 6 Contributor
119 reviews
15 hotel reviews
common_n_hotel_reviews_1bd8 93 helpful votes
“Appalling conditions”
Reviewed September 22, 2013 for a stay in August 2013
6
people found this review helpful

This was to be the highlight of our trip. We spent our 1st week at the Benson House (see other review) and the 2nd week was to be spent lakeside. As we drove in the area looked lovely and from the outside the house looked fine, but horrors awaited us inside. First impression was of a student home lacking all character. All pictures had been removed but the nails left in place. The furniture was a mish mash, the layout was random with the TV placed where it could not be seen from any chair, but worst of all the place was infested with ants! At first there were a couple on the kitchen surface but on closer examination the top of the fridge was covered in dead ants and also the cupboard above. As we wiped up the dead and alive ants we noticed traces of some chemical which turned out to be ant killer. These are hazardous chemicals and should not be left on surfaces that may be used to prepare food. No sooner had we cleaned the surface than there were more ants running around and occasionally just dropping dead. As we further inspected the property we found an ice chest used to store fish, or probably bait, just sitting in the living area which absolutely stunk. The linen cupboard was also full of ants. As we inspected the beds we found several ants in the sheets. As we scrambled to find alternate accommodation we let the kids watch TV, but within minutes they too had ants crawling over them. As it was late on Sunday we could not find any alternate accommodation so were forced to stayed a night. It was difficult to get the kids to settle because of the ants and also the fact that the top bunk bed creaked so loudly when anyone moved. We had rented through Vacasa and I spoke to them on Monday morning. They were apologetic and did try to find alternate accommodation but had nothing suitable in the area, but they did provide a full refund. However, it had cost us a full day of our vacation and $50 in Internet fees through Rogers because there was no wifi in the house and we had to search long and hard to find somewhere else to stay which we luckily managed late on the Monday just as we were about to give up and resign ourselves to staying a 2nd night.

Given the amount of ant killer products on the property, and the number of dead ants on the top of the fridge and cupboards this was clearly a known problem that had existed for sometime yet the owners, and Vacasa still permitted the property to be let out. Whether the owners knew the full extent of the squalor is unclear, but they must have known the general condition and are ultimately accountable for its condition. The property lacked any character, and had the look of a run down student rental. It is such a shame, because it is in a great location by the lake, but has been neglected and for $2,000 a week is frankly a ripoff. Even without the infestation it is worth only $1400 a week in its current condition. There are way better properties available as we found out when we moved to Squaw Bay.
Bottom line do not rent this until you have written assurances that all the ants have been exterminated and the property thoroughly cleaned. Seeing the cobwebs, dust, dead ants and dirt throughout suggested it has not been properly cleaned in years. An invoice from Vacasa, or the owners, indicating exterminators have remediated the ants and a cleaning invoice should be your minimum requirement. I would estimate to clean this property thoroughly would cost $500, it's that filthy. An absolutely horrible experience, and the worst rental we have ever stayed in. PS. Apparently these owners have another property in the area so be careful!

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How easy was key pickup/access to the property? Overall condition of the property
Bedding & mattresses Kitchen & utensils
Bathroom cleanliness Other facilities & amenities
Service
Liked best: Leaving
Liked least: Ant infestation
Traveling group: Young Children
Would you recommend this hotel to a friend?   No.
  • Would you recommend the location of this property?
  • Was your security deposit returned on time?
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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2 guests
Adults2
Children0
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