The unit was kind of crowded in aspects… The unit was kind of crowded in aspects of the owners personal items.The closet and cabinets were a bit cluttered and no space to unpack food items.The closet was a bit crowded with storage items, linens , vacuum cleaner and swifter floor cleaner..Not very accommodating for guests...otherwise , it was decent, but a little over priced for what the unit looked like..Thanks

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.

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.

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.

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.