Casago

I booked a rental property listed by Casago that stated very clearly that pets were allowed. After booking this non-refundable stay, I was required to sign a contract stating that pets were not allowed. This false representation was just the start of the issues, as I found out that when I tried to call support, I was routed to a number in Mexico where no one would answer. This was by far the worst experience I've had with a vacation rental in my entire life.

Every time we go to a Casago place, it's always a great experience. You can be brave and go check out the bars and shops on Malecon or just chill at your beach condo. Booking through Casago is super easy and payment is straightforward. Getting to the Casago condo is really simple, and if you book ahead, the security at the gate and front desk will have everything ready for you to make it as easy as possible. The room selection was pretty good, especially since we went on the 4th of July weekend, and the prices were way better than what you'd pay in the states. Everyone on the property was really nice and grateful that we stayed there. The rooms were clean, and the staff came by every day to take out our trash, refill our soap, and do some general cleaning. The restaurant had decent food, but the drinks were really great. The property had 4 grills that only use charcoal, so remember to bring your own charcoal and lighter fluid, and there were 3 pools that were always clean. The beach had lots of vendors selling drinks and fresh fruit. I can't say enough good things about our stay here. We'll definitely stay again!

I hired Casago as my property management company in 2018. Overall, the experience was good. But recently, their management and support have gotten worse. I moved back into my home temporarily when my office closed down. When I moved in, I found some big damage to a few things, and some random things were broken or stolen (including a personal item that I accidentally left behind). The head of maintenance came by, took pictures, and said they'd file a claim and reimburse me. I followed up with him every week for the next five months. He kept saying they're working on it. Weeks later, he said their GM is reviewing it. Weeks passed, I followed up again. He said the GM asked if I could file a claim with my insurance instead. I asked why, since he said they'd file it, and I didn't feel comfortable because so much time had passed. I never got an explanation. About four more months passed with more follow-ups before I asked to speak to the GM. When I called, she was rude. Her first question about the stolen item was "why did you leave it there?". Why would I leave something I own in my own home? I was never warned they might rent to someone who steals. When I moved out, someone on their staff collected my remaining items and put them in the garage instead of the closet. The head of maintenance said they have a client who rents their own home when they're away. So it's not crazy to have a personal item there. But according to the GM, I'm not a "reasonable business person" for leaving it. She asked for more information and said she'd look into it (even though I already gave it to the head of maintenance). She came back and asked about my insurance again. The GM finally got back to me and said they won't cover the theft, with no explanation. She also said they were never going to cover it (then why did she ask for receipts?). She sent me my contract, which said I needed my own insurance, but didn't say I'm responsible for theft from their renters. The craziest part is, I would have been happy with anything. They could have met me halfway or said it won't be covered when I reported it, not after 9 months. When COVID started, there were a few rentals on my house booked. It was outside the cancellation policy, but the account manager asked for a favor and allowed a full refund. But they didn't reciprocate. The GM said she thought I wasn't going to rent again, so they didn't do the right thing because they thought they wouldn't make money from me. I reached out to the CEO, COO, and the salesperson, but they didn't reply. So I guess no response if there's no revenue! I wouldn't trust my home with their new management.