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.