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.

This cabin is beautiful and very… This cabin is beautiful and very spacious. It was also very clean. It sits on the spacious lot which offers ideal privacy. I will definitely be renting this cabin 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.

Highly Recommend I prefer booking our Duck Creek cabins through Family Time Vacation Rentals over VRBO or HomeAway. They are more personal and don't tack on a lot of extra fees. Plus it's always nice talking to someone "live". Responses are quick as well!