"Rent here at your own peril"

We rented a place in Panguitch Lake because of the beautiful view. We got some highly detailed information before we left about what to do with our trash and how to leave the place when we were done, but no where did it say that we might need a four wheel drive vehicle to access the property that had a steep and deeply rutted driveway. It also said we could contact Family Time Rentals 24/7 except that where we were staying, we were unable to use our cellphones (even on the wifi calls wouldn't go through) or with the landline that was provided. When we did finally get through, the person we talked to did not seem to think that the condition of the driveway was of concern (he said he'd been there a few weeks prior) and offered no problem solving strategies. When the weather forecast included both rain and snow, we decided we should stay elsewhere and Family Time does not think we deserve any kind of a refund. Super disappointed in the level of customer service.

"Family Time Vacation Rentals & Moccasin Lodge"

Family Time Vacation Rentals has deleted all of the reviews on its site for Moccasin Lodge in Duck Creek Village, UT. I sent the following review to them a week ago. Reviews help people make informed decisions. My experience with the company is mixed. We attempted to contact the rental company regarding the hot water issue. There was no response until they sent the check out text the morning of our departure. According to reviews on Booking.com, hot water has been an issue for some time. We booked directly through Family Time in August 2022 for our July 2023 four day stay.
Moccasin Lodge Review:
Walking in, we were not disappointed. Beautiful cabin and clean. The space is well set up to accommodate a family gathering of 10. Private space + central gathering space. Perfect family space. Lots of wildlife to view.
You should know:
There are beds for 10 + several sofa beds. The twin beds that are pictured in the room with the pool table are now in the room with the other sets of twin beds.
Hot water was our big disappointment. No one had a comfortable shower during our four days. There is a jetted tub, but the water is too cool to enjoy it. (For two days, each thought that others had used the hot water.)
You need to bring a fitted sheet for the queen size bed, dish towels, dish cloths, trash bags (The ones provided are the thinnest ones manufactured.), facial tissues, napkins, paper towels (only one roll is provided), body wash or soap. Bring house shoes…the owners do not allow the wearing of shoes in the house…a fact not shared with us until a few days prior to our arrival.
This cabin could be the perfect cabin for a family gathering. Just add hot water.

"I am writing as a property owner."

I am writing as a property owner, not a renter.

The start of the process seemed promising, great phone chats, great reviews from others, they checked off all boxes that we were looking for.

From there it kind of went downhill. It took them almost 3 months to get our property listed for rental. During that communication, the owner blamed that on us having something unfinished that didn't impact renters anyways. Our new management company got our property listed in 72 hours.

Cleaning was good to start, but it was also new construction. From there cleaning went down drastically. We started with all 5 star reviews on sites like Airbnb, but then our last three were all very low reviews. We looked at the property and saw that the showers were never cleaned, hair all over, kitchen appliances not put away or cleaned, linens had hair all over, food residue on pots and pans, coffee maker not emptied, etc.

Three times in the first year we noted items that were damaged (ie: blinds pulled down, permanent marker on walls, etc) and they never noted those or said "they missed them". They never followed up.

Last is lack of communication and follow up with guests and owner. Whenever we sent e-mails, txts, or calls, it took days and weeks for action to be taken. Guests commented that they never had clear communication from the company. The company was notified by us that the guests were not able to get into the keypad lock they installed. They were outside the cabin for over two hours with no answer from the management company. We were ashamed of our service for our renters while they talked to us over the ring door cam. The management company never change or fixed that lock for 8 weeks. We had multiple sets of renters that had issues before a repair took place.

They will respond and make you believe that they are on top of issues, but they really are not. I think they took on too many properties with not enough staff.

The ending that upset me and caused me to write this is when they removed the lock and thermostat they installed and put our original ones back in, they incorrectly installed the thermostat which blasted heat 24-7 for half a week in July till our alarm system was triggered and needed emergency HVAC repairs to be done. We had three reservations with them as well and they asked if we could keep those and we agreed. They then waited a month and moved/canceled those bookings which we could have rented out earlier.

I have strong issues with trust and honesty with this company. At first they seemed like the best thing that happened to us, and it was a nightmare after that. Please be diligent in your research of hiring a property management company, it could cost you a lot, like it did us.

"This was the most disgusting place I…"

This was the most disgusting place I have ever rented. We booked this for 4 days to celebrate New Years Eve at a cost just over $600 per night with all fees. We arrived at 5pm as checking was not until 4pm. The place was never cleaned, and the bathroom had hairs in the shower and toenail clippings on the floor. We asked them to clean, and they came over after we checked in and cleaned the bathrooms, they then stated they would be back in 30 minutes to clean the bedrooms and put on fresh linens, but they never showed up again.

We had 6 people sleeping in the living room since we coudl not use the bedrooms. The next day we complained again, and they stated it would be cleaned. One day two we finished our day of skiing and arrived back at the condo at 5pm and still nothing was cleaned. So, we complained again and they finally showed up at 6pm while we were making dinner to clean the bedrooms. I asked Family Time for a discount of at least one night which was $600 since we could not use either bedroom the first night and all they offered was the cleaning fee discount of $130.

"Enter" the twilight zone""

Prior to my arrival to Brian Head I requested an emergency # to call if I had any problems gaining access. Well turns out I did have a problem with access and the # I was given sent me straight to voicemail. Mail box was full and I got hung up on. Eventually and after much frustration I found another # and was given the correct building and unit # that matched the code they finally gave. Upon entering the unit I was quite shocked as the place was in total disarray. It was being rehabbed and was torn apart and the water was even shut off. A very slow response time from Family Time prompted me to secure accommodations else where. They offered me a full refund of their cut only and left me to pursue VRBO on my own to get the rest of my money back which was no easy task. On hold wait time is at least 1 hour just to hopefully reach a live person that can help. For 3 no 4 days now Family Time mail box is still full !!! Still trying to find out who is responsible, no answer so far. Family Time not getting back to me! Ain't it funny how quickly they get their money and how it takes 2 weeks to get a refund once you have jumped through hoops to get it! I have rented over a dozen properties and never experienced anything close to this.

"The rental company did not send…"

The rental company did not send information for the rental when they said they would. Upon arrival, the unit was not clean and no one responded to the email. Someone eventually responded to the text that the fireplace wasn’t working but instead of offering a solution they told me to turn up the heat.

I originally booked the location thru airbnb but they sold the unit to family time right before my reservation. I would not use them again.

"TERRIBLE"

Upon arrival, the house smelled heavily of gas. We tried contacting multiple numbers, emails, and messaging via airbnb to notify the host. We were told that it was "probably a sewage leak and to run some hot water down the drain because there is no gas in the house" (documented via text). Several windows were open and the unit was 40 degrees as the heater was not working and there was no wood available for the wood burning furnace. It was between 9-11 degrees outside. We also found a stained mattress with no sheets, hair on the second mattress, a stained loft couch, and no fitted sheets on any of the bed (documented below). We also found a missing cabinet door in the kitchen propped behind the trash can which had trash in it, as well as a screen door that had been ripped off and sitting against the cabin (documented below). At this point, it was around 12am because we arrived at the unit around 10. The next day Sunday, 2/28) the smell was worse and we all had headaches, nausea, and coughing due to the smell. I have severe asthma and was having difficulty breathing. We tried several times to contact different numbers and emails. We were told maintenance was coming out and we asked if someone could call us so we could discuss everything that needed fixed. We were told to leave our key in the lockbox so maintenance could come by via text. No one called or let us know that maintenance arrived, and after being gone for around 9 hours, we came home to sliding doors open (not just unlocked, open) with all of our personal belongings inside. We tried for several hours to get someone to contact us. Finally, Logan, the maintenance manger for the property, called and said there was a propane gas leak and that the doors were left open to air out the smell (explains why the windows were open when it was 10 degrees outside prior to our arrival, they knew there was an issue) and that he asked a neighbor to keep an eye on the property. When we said we felt unsafe, he said "well...it was a chemical smell that you're smelling when the propane is low so you're smelling the chemicals not the propane". When we pushed that it was unsafe to breathe in chemicals, he said "well the leak is fixed now so you guys are good". We asked if we were able to use the furnace or the gas stove to which he said "the leak is fixed". We asked him to contact Lisa, the property manager, and he said he would call her ASAP and have her call us. At 8:58pm, he sent the message that he just got off the phone with Lisa who will be contacting us soon. We then get a text from Lisa a few minutes later saying she had no service and no staff on site and would call in the morning (yet she had just talked to Logan on the phone and was texting with "no service"). We sent a message saying we were confused that she couldn't call, and asked if we were safe to be in the unit. Received no response. The next day, she did not call or text and we decided to leave the unit as we did not feel safe on the premises. We wasted a week's worth of groceries (around $500 if not more), our money spent on the airbnb, and had to book a hotel room for 4 people an hour and a half away in Springdale, Utah. They never cleaned the sheets or put new ones on the mattress at our request and the heater would shut off after about 15 minutes. I've sent emails, texts, calls, and messages via airbnb and left several voicemails for Lisa and the team and not a single person has called me. All I have heard from Matthew Tisdale and Elijah are "we are sorry for your experience, let us see what we can do to help". We left the unit on Monday morning around 7am and notified Lisa the property manager, Matthew the host, and messaged via airbnb and email that we were leaving the unit due to unsafe premises and requested a refund. After 2 days, we submitted a request via the resolution center. Today, 3/7, we have still received no refund. We are requesting a full refund including the service fee from the property team, as well as compensation for our new accommodations from Airbnb as we had to book a 2 bed hotel room for 4 people in addition to losing a week's worth of groceries and firewood.

"Horrible! If they tell you ‘Lisa’ is taking care of it then forget it!!"

The Garage door is still broken. My husband has to hold it up while I pull the car in and out (as we are not supposed to leave car in driveway) and this is a HUGE hazard as it’s over 100 lbs.
The ceiling is still damaged and leaky
No darts provided which was shown in advertisement
No pillows for bunk beds (this is supposed to be provided)
No laundry detergent (I have been told for days this was coming)
Broken and damaged large window (it is below zero degrees outside and this is a hazard)
We had to clean all appliances ourselves because this was not done adequately (this is a huge deal especially with being used by previous guests and Covid requirements)

I provided pictures of all of these issues upon arrival and have been ignored.

***Company finally reached out and acknowledged their shortcomings. Satisfied with the end result. Was initially very unhappy with quality of lodging and service. Company has acknowledged their mistakes and I am satisfied with their resolution. I responded to EVERY SINGLE EMAIL OR TEXT THAT I RECEIVED while at this condo. If the owner says that I did not, then he is lying! I am glad that the owner has acknowledged that every single issue I was faced with actually happened. Regardless of at what point they happened before I arrived, or at what point they are going to get fixed, my family in particular had all of them to deal with. Owner offered me a small reimbursement for my troubles, which I happily accepted. I do not however appreciate him lying and telling people I didn’t respond. Any reasonable human being is going to know that if they were in this situation they too would have spent every day trying to get these issues fixed and never would have just ignored an offer to fix them.

"Poor management...."

I would have to say that the people that we talk to were rude they both could not get their story straight and they made us stress at Christmas because they did not have their s*** together for 3 months we had property but we did not have it then they make us go out of our way to alter our vacation and still two days before we are supposed to arrive they didn't give us our information that we needed to get in the cabin then we get there and the lock box is clearly in front of us but it's old how are we to know and my 6/8 ft husband is told to lace his hands over what is about going dead lock box we get in there our sheets on three of our beds are dirty have pictures coffee pot couldn't find it when we did was nasty got pictures there's lots of things that you're not told because they don't keep up on them maintenance of who they hire and how they are to clean the place grill we had to burn a lot of gas to clean it.. my advice is to plan your head 6 months and make sure everything is okay and weather permitted. There were several things couch cushions you lift them up don't do it.. I can't go on but I sound ridiculous but it's not because you're spending a lot of money to stay a few days and get all of your plans jacked up especially before the holidays that's the last thing you want to worry about right...

"Dirty unit, unresponsive management"

Rental itself was a great location and very nice. Communication with Family Time Vacation Rentals was awful. Had to ask for check-in info multiple times in the days before the trip before they sent it. Arrived to a dirty unit, had not been cleaned between guests (dirty bathroom, overflowing trash, sticky counters, dirty sheets, wet towels on bed). Manager was unresponsive with getting housekeeping there. Took hours longer than expected. Was unresponsive to future phone calls.