VacasaReviews 1,262

Rented a home in OBX, beautiful home in pictures. Many regular items did not work, TVs, Internet Bathrooms. Customer service is quick to text or answer calls but then never get back to you, never solving the problems. When i would check in on the status they would start all over as if its the first time i ever called. Both voice and text were useless. Staff did not care about my rental like they said they are dealing with many homes.

Our vacation was ruined because of all of the of the inconvenience. Vacasa management is not willing to communicate with me. We can not take showers for 4 days. I didn't get parking passes until Tuesday. There was no code for tv and expired water. Filter.

Our family experienced roaches and bed bugs before leaving the home at 2am to check into a hotel and calls and e-mails to Vacasa were not responded to appropriately. Over the next several weeks we called every other day after not receiving the promised calls from Managers. I would steer clear of Vacasa.

What a mistake! The room was dirty with no TV service or, kitchen wear. To top it off you needed a wrist band to access the pool and ocean. We received one creating inconvenience issues for our party. VACASA the renting service just wants your money and totally disregarded any issues we had. A true case of paying for something you will not receive.

The property managers do not care. Nor does customer service. Our HVAC wasn't working the entire time, they never fixed it. Unit was nasty, unsanitary, dirty underwear, poop, pee stains. We complained and only received refund on cleaning fee, which wasn't enough because we never got any supplies to clean with. Hornets in unit, and nobody came to resolve it. Then at the end of our trip, we received a false receipt saying HVAC was fixed and that "renter said there were no issues" This was a complete lie. Will never stay at a property from VACASA. Still waiting on a resolution!

No recomiendo esta Compania para las vacaciones de usted y de su familia. Muy mal servicio al cliente, Prometen de boca y no cumplen con lo que prometen, Mienten en todo tiempo a las familias acerca de sus vacaciones, tengo pruebas de todo lo que digo, mis ultimas vacaciones con esta compania hace 1 mes y medio fueron un desastre y nunca recibí por lo que pague para disfrutar con mi familia, un robo solo me robaron todo mi dinero y nos fueron capaces de ayudarme a recuperar nada de mi dinero cuando descubrí que me mintieron acerca de tener una piscina y acceso a una playa.

I do not recommend you this company for your family vacations. Very bad customer service, they promise word of mouth and do not keep what they promise, they lie to families all the time about vacations deals, I have proof of everything I say, my last vacations with this company 1 month ago were a disaster and I never received what I paid for it to enjoy with my family, they only stole all my money and they were not able to help, even to me recover any of my money when I found out that they lied to me about having an available pool and access to a beach. All is a lier.

#1: When we arrived, within 12 hours, the front door lock failed. Vacasa didn't care to come and fix it after several phone/messaging attempts. We put in several "tickets" and couldn't lock the front door all trip. #2: The pots/pans in the kitchen were FILTHY. Since I'm a cook, I spent several hour SCRUBBING pots/pans so they were usable. Again, tried to tell Vacasa with no response. #3: After day 3, the smoke alarms were beeping so we had to deactivate them all but Vacasa didn't care. We lived in the house the rest of the week with no smoke alarms.
How hard is it as a management company to keep up with "management"? Clean the pots and pans (at least check on their condition before new people take possession), and change the batteries in the door locking system and fire alarms on a schedule. We paid $7000 (yes, 7 thousand) for this house. That's enough money to paid to have this house meet minimum standard of cleanliness and safety.
The house was fine, great location, but the management company Vacasa was AWFUL. Steer clear of this one.

I have booked a resort close to Kelowna for a family vacation. After the wildfire started, we couldn't reach the property due to the fire. Called Vacasa to cancel due to natural disaster, they refused to refund, only cleaning fees($200 out of almost$1400). I escalated the issue to their management only to find it was even worse than the 2 customer service representatives I had talked first.
Their response was "it's not our fault"!
They offered a reschedule of reservation within 30 days, but increased the reservation by $540! Seriously!
That was the worst unprofessional experience we have had with such service, we will never do business with Vacasa anymore.
I will never recommend them to anyone.
People; document everything when you deal with them, if you ever done that.
Thanks for #Airbnb for their support to resolve this issue.
Zero Star to Vacasa all the way.

We stay on homes beach every year for a month. We have rented the same home for the last 4 years. My wife was alone on Sunday and the garage door broke. Her vehicle and golf cart were inside and she was un able to leave all day. After i arrived back on Monday we called vacasa. No one answers the phone locally and you are transferred to who knows where. We explained the issue with the garage door and that i figured out how to open it manually as i injured my shoulder doing so. The person on the phone said they would report the issue, and we would hear form the local person soon to determine what they would do. It was crickets the entire day as well Tuesday and Wednesday. With frustration building and we paid over 15K for the month to stay in this house and we had to unload groceries in a torrential rain storm because when i opened the door on Monday removed the vehicle and cart the door came crashing down in the middle of night so i was not going to open it again manually, so we decided to call back Wednesday and same frustrating issue transferred to who knows where, the person now said the notes said (to check the sensor) like we were born yesterday and as mentioned Monday - IT IS NOT A SENSOR ISSUE< as we explained now twice, not to mention no call back. The rep said same thing that a local person would come by or contact us. no word once again, We decided to drive down to the local office on Holmes beach to discuss with someone in person. It is a 3 story building and was on lock down as their phone system is so you can not enter it, as well no one on the first floor to let you in. My wife called another number that was on the door for owners and posed as a owner to finally get someone on the phone. A lady finally came down and let us in. We proceeded up stairs with her and were introduced to another lady. We explained our entire issue once again. Another lady comes around the corner and merely says she heard every thing and that the phone person (of how their own procedure is set up) did not create a ticket for this serious safety issue of the garage door. So out of both our calls to 2 different people no one wrote it up? Okay major fail if that is the story she is sticking to. Later that day a maintenance person came to the house. Of course he could not do anything and claimed he had to contact a garage door company and they would be in touch. We now only had 2 more days at this home and of course we heard nothing once again from a garage door company, Vacasa, nor the lady we spoke to that had our number. They need to work on their service response time, communication, and at the minimum a call back with a plan or a concern of what the issue is. Terrible service!

No linens on any beds ONLY mattress pad with blood stains and hair. Dirty dish in cabinet with food remnants. Patio was dirty with ashes on table, no bath mats. Counter top was dirty. Ice maker did not work. Garbage disosal had foul smell that circulated throughout the place with gnats flying in/out of it. Vacasa would not correct after stating several times tickets were created. No compassion for the renters. DO NOT RENT FROM VACASA.

Booked this apartment with them and they never sent access code to get past front gate. I texted, called and got no one to answer or help. In fact after waiting for hours they responded saying there in no gate. And to go to Main office at another location for help. Who exactly would be there to help at 1am? I traveled 15 hours to be stuck out for several more. Finally I gave up, parked outside the gate and walked to my weekend rental. Tried reaching out customer service on Monday and was told I should have asked before arriving... How exactly should I ask for access code to a gate I don't know exists. Beyond u professional. DONT RECOMEND FOR ANYONE! As a result of my complaint I was Informed I was added to block list.

We were not able to keep our reservation at this site with the Vacasa rental company. A few weeks prior to our stay at the Rhododendron home, I had an accident while hiking in Mt Rainier NP. I fell down the side of a mountain trail, broke 3 ribs, sprained my shoulder with many cuts & bruises. I had to be air lifted out of the NP and spent 5 days in a trauma hospital. Upon calling the rental company of my situation & asking for a compassionate cancellation, I was told they had a strict cancellation policy & I didn't qualify. I was told if I cancelled and they were able to rent it to someone else, they might consider a partial refund. I will never rent from this company during my travel trips again if is with VRBO or AirBnb. Wherever I can I will give terrible reviews for a company that shows no compassion for a situation where the renter could not complete the reservation
- Marc Robinson
Vrbo reservation ID: Y1VRTQTD

The worst vacation experience of my life only made worse by poor management of the local Chelan Vacasa! We checked into our condo and the door handle wouldn't work called and texted after 30 minutes we get local manager he says he knows the door key doesn't work it didn't work for the house cleaner earlier that day! I told him that was unethical to not have told us this before our arrival! After another 30 minutes of wiggling the key the door unlocked the manager said your fine you got in didn't you. Yes we got in but the door is clearly broken please send a locksmith. Manager replied the local lock smith has been out and refuses to work on the door it needs replaced! Ok so what should we do? He says I'm fine I got in right just jiggle the key to get in. The corporate 800# says they will relocate me tomorrow. At 1:30 in the afternoon I'm enjoying my vacation on the lake and get a text from Brian the local Vacasa says I must vacate the rental it is booked to someone else tonight. The local Vacasa would not answer my texts or calls! I called corporate Vacasa talked to several people apparently they can just kick you out of your room and still charge you! I asked if they were relocating me nope no body filed the relocation papers there's no relocation and they are keeping my money. The local Vacasa had no problem ruining my vacation! After packing up in tears a few hours later a Vacasa manger in Oregon called me to apologize and refunded my money. I will never stay at Chelan Vacasa and the manager should be ashamed of himself your lack of common decency to vacate a family in the middle of their vacation at 1:30 with no other accommodation is disrespectful! Oh and the rental was poorly maintained by Vacasa the toilet handle, carpet was gross needed shampooed, the knobs on the bbq had falling off (I read this in reviews from 2021) the solution at the rental was to use razor blades to turn the knob!

The home we stayed at was difficult to find, the keys were missing to the front door. There were roaches outside on the porches but didn't see any inside. The neighbor was in the back yard more then his own, then again he had a perfect view to the master shower with the lack of actual curtains. Realized we left a couple important items in the rental when we left and called them. Important like my purse and another bag. Was told they would charge us 25 dollars to go look for it even though we told them exactly where both bags were left and had already paid the extra cleaning fee. Not only did they charge the card to go look but they kept my belongings with my wallet and sentimental things in them. THEIVES! Avoid them at all cost.

We just spent 4 days at one of their rentals in lake Tahoe. 16 people capacity, and we had 16 people. Their was soap pods for 4 washing machine washes and one garbage bag and one small frying pan. We called to make request for more adequate pans and soap adequate. They told us that we don't get more soap, and we only get one garbage back for our stay...I mean, trash compactor garbage bag. The took two days and didn't get back to us, and it was our third call to them when they gave us this answer.

DISGUSTING.

Then, making matters worse, I lost my wallet. Maybe it's in the house, but I'm not sure. I called Vacasa. They explained they will charge me 25 dollars to send out a search. Then they will charge me shipping if they find it. If I don't initiated the $25 search, they will hold the wallet if they found it, and donate it after 90 days. They will not provide a courteous;phone call to let me know they found lost property and then initiate the charges. What a kick in the pants.

This is the kind of service they offer for 4 days priced at $2000, which is just about the mortgage on my house.

Then, finally, the last night, the fire alarms just started going off at 3am multiple times for no reason. All 16 of us were sleeping, no fire, no candles, no reason. Just something broken with the alarms.

I will NEVER stay in a Vacasa managed home again.

Rented Rio Vino 3 bar house in forrestville, Ca. House only had partial rolls of Toilet paper, no back up, no coffee pot., no hangers, neglected
Landscaping. Multiple emails and they just tell you they will check with local property managers. Poor customer service
Never

As an owner, we have used Vacasa to rent our property for two years. Their cleaning is average at best. They don't have any contractors that facilitate repairs. We had a pipe burst in our cabin and had to cancel three rentals. Vacasa moved those guests to other properties but still charged us their 35% management fee. So we OWED Vacasa money at the end of the rental month. They made more money on our cabin than we did. They also charge your guests excessive "booking fees" often many hundreds of dollars, which is revenue the owner doesn't share in. There are better alternatives. Find them.

God where do I start. House was literally the most disgusting rental I have ever booked. Stains in carpets everywhere, dog food and trash under almost all beds, PILES of hairs in corners and closets. Blankets weren't even clean. Stains all in beds and sheets. Some of the cheapest mattresses ever. There are ants LITERALLY EVERYWHERE! Half of the TV's in the home don't even work. Fridge doesn't close most of the time. Hot tub doesn't cool well. Gas grill doesn't have propane. We texted Vacasa's "supervisor" and she was no help AT ALL! No response from the "local team" either. Real crappy place and even crappier company. And after driving almost 6 hours here to the OBX, we expected better. Will NEVER use Vacasa again.

I rent houses often over the years, usually through airbnb, but this time decided to rent directly through Vacasa for the beach home on Tybee island. This company had the worst customer service and this was the only time I have had a negative rental experience. Also this company did not post my review on their website which is a major RED FLAG. There were flying ants that kept coming in through the attic space, crawling on the beds, landing on us. It made all the bedrooms unusable. I understand a few bugs here and there, but this was dozens and dozens and there was no way to keep them from coming in. We had to sleep upright in the living room after barricading the hallway door shut. I called the company and got a "sorry, sorry, sorry. We will have the local manager call you right away". That never happened. Was told to text photo of bugs, then told no, you have to email it. Then told, sorry, it is late so we cannot help you tonight. We will help you tomorrow. Well tomorrow came and no one reached out after texting, calling, emailing, and reaching out on Instagram. So another night sleeping in the living room. Finally the third day the local manager calls and says "well we can move you to Savannah" - Um, no, I wanted a refund at the point to stay elsewhere. She said they would do that and give us compensation. They only refunded the unused nights and kepted $1000 for the two nights spent in the living room chairs. I complained again and they gave me back $291. Not happy with this company and the runaround they gave us.