VacasaReviews 1,262

We reserved a vacation home many months in advance and paid in full. 8 days before our trip I got a form email saying the reservation had been cancelled because EITHER the owner is selling the home or sold the home. I called, was put on hold for 30 minutes and then disconected. I called back and the representative said "What do you want me to do?" I will NEVER us Vacasa again because they do not stand behind their actions

Used Vacasa for a large beach front rental in August for our annual family vacation. First time using Vacasa...

The home was lovely for the most part - - the response by Vacasa to the few issues that we raised was belligerent and negligent. I'll detail below but want to make it clear that we would love to rent the house again but will absolutely not use Vacasa again.
(1) Reading light over upper bunk was detached from wall and dangling from the wires. Unsafe for a child to sleep there so we had to get an air mattress to substitute for the bed. Called repeatedly for a repair - always an apology and never a repair.
(2) Broken dishwasher (I think water heater) led to lots of mold in the appliance. We cleaned it out and tried again. Dishes didn't come clean again. Called for repairs. Apologies but no one ever showed.
(3) Dirty linens on beds. A king had a large black spot of unknown origin. Another king had what appeared to be blood. There were spare sheets there so we rectified ourselves.

A repairman did show up one day with instructions to fix a door (which we were unaware of) and to look at the dishwasher which he wasn't authorized to fix but had rec'd several complaints in the past few weeks about.(?!)

Finally, when we reached our breaking point we walked to the Vacasa offices nearby and explained our problems - - again empty apologies though they did say they would get the area manager to call us. She did and promised a discount. I asked when and how much and she couldn't (or wouldn't) given an answer. She was to call the next day which obviously never happened. We have called a variety of the "customer service" phone numbers and no one seems authorize to answer questions or take action. (though they are always "very sorry that we had to go thru that".

Finally, it was entirely too difficult to figure out the houses amenities prior to the trip. Had to call many times to figure out if there were any beach chairs or umbrellas. (There were despite being told there were not)

Again, nice house - - terrible management at Vacasa. We won't be putting ourselves through that again.
Finally, this review will be shared on Google, and social media verbatim.

Hello sorry for my English I am from Quebec I use a translation site hoping that you will understand me, I rented the chalet one love in eastham with vacasa, it had a lot of insects, cockroaches, humidity insect, ant, mold in the toilet and it had a strong musty smell (humidity), we had to throw away more than $300 worth of equipment because we had cockroaches in our items, we wrote to Vacasa and he doesn't really want to compensate us bad experience, bad service, never again!

Poor customer service. Three years in a row rented vacation home. No AC two years in a row. Dryer broken, lights, internet, cable not working. They fix it 4 days later. Terrible!

We rented Beach Hunter Ocean Ridge for the week of July 6th,2024 in Top Sail Island NC. Upon arrival a sharp odor of mold and mildew was present. The powder bath located between the family room and kitchen had water dripping out of the HVAC vent in the ceiling and active black mold growing out of the vent and on the drywall. I contacted Vacasa and they said that maintenance would contact me. Never did. I am allergic to mold so we turned on the exhaust fan and shut the door for the week. The house still smelled of mold but not as strong. I assume the mold is all thru the HVAC vents in the house. We had to go upstairs to use a bathroom all week which is a pain especially for me because I had a walking boot on. On the 14th I had to go to Urgent Care and was diagnosed with Pneumonia. I can document that and I have pictures of the water dripping and the active mold growth. I contacted Vacasa on the 800# twice that week of the 14th and was repeatively told they would look into it and get back to me. The week of the 21st a customer service rep told me nothing has been done. Maintenance was never sent out. That house is booked the entire months of July and August which means other people have paid 10k for a week and are living in black mold. I convinced him to give me the # of the responsible office. There I talked to Carol Dawson of the Hatteras NC office. She assured me that her boss Issac would be in contact. He never did for 2 days. I called twice more in the following 5 days and left messages for Carol who was always in a meeting when I gave my name. No call back. I have called Vacasa thru the corporate office and the local office 9 times in the last 25 days and been given the run around or lied to. Nobody calls back and seemingly nobody cares. I will bet that the owner of this property would like to know that they have a mold problem so that they can fix it now before it gets worse. Vacasa is the worst rental company I have ever used in 32 years of over 40 rentals.

Their policy states that one should cancel before 30 days. My reservation was made less than 30 days ago, so it seems like your company is inappropriately withholding people's money and not allowing them to amend their stay dates. Both mine and my attorney have perused your policy. Your policy doesn't stipulate that you can withhold payment for guests who have not stayed over when your resort cannot accommodate requests for date changes. The BBB (Better Business Bureau) is also now involved as I am not the only guest mistreated in this way by your company.

Furthermore, it is unlawful for you to inform third-party sites that the information listed on their platforms belongs to LakeTown Wharf when it does not. Guests only discover this after making a reservation and receiving an email from Vacasa. I have learned that Vacasa is a property management company that rents out apartments, as do several other property managers.

I've discussed this with every other property manager, and none of them *** withholding a guest's money or failing to accommodate date changes. They confirmed that they would either amend the guest's dates or issue a refund. Vacasa is the only party refusing to refund my money or modify my reservation dates.

Booking.com, through whom I made my reservation, is willing to refund my money or amend my dates. Unbeknownst to me at the time of booking, Vacasa seems to exploit people by trapping them in inflexible reservations. It is proving impossible to retrieve my money, despite advising your company to cancel my trip over a week ago. Are you actually processing my cancellation? No, my reservation is still active on your end.

I have documented all the errors and breaches of law your company has committed, including breaking your own policy. I will legally pursue the refund of my money and continue to alert other guests on all your websites about your unethical practices and appalling treatment of guests!

User's recommendation: DO NOT USE VACASA OR YOU WILL BE A VICTIM OF LOSING YOUR MONEY AND BEING TAKEN ADVANTAGE OF! MY CHILDREN WONT HAVE A SUMMER VACATION THANKS TO VACASA!

We stayed at a Vacasa property in Gulf Shores, Mandevilla at Martinique, in May. The house was plenty comfortable and we had a good time. We did have some issues. The fridge didn't cool or make ice. We had to keep all our perishables in the wine cooler and make a trip to buy ice everyday. The golf cart would lose power and die, even with a full charge. This was a huge problem because the house is pretty far from the beach and security was super strict about cars parking near the beach. We contacted Vacasa and told them of the problems and was told they would reach out to the local office. We never heard back after a few days and reached out to Vacasa again and were told the same thing. Never heard from anyone during our entire stay or after. I left an honest review on their website and it still hasn't posted 30 days later. I asked Vacasa about a week after we left why my review hasn't posted and was told it takes 3-20 days. Now they are saying they are behind on reviews yet every other one of their Gulf Shores properties has a review posted that was written after my review. Vacasa is filtering reviews they don't like. Renter beware. Will never use this company again.

Upon arrival at our rented unit, it quickly became apparent that the place had not been properly cleaned. Despite our best efforts with minimal cleaning supplies available and the janitorial room being locked, we took it upon ourselves to clean the bathroom and wash all the linens for a more comfortable stay. As we moved through different sections of the unit, it became clear that cleaning was necessary before using any space, especially the kitchen. However, the real challenge presented itself when we sought assistance from the management.

Our initial request for cleaning assistance was submitted the day after our arrival, but unfortunately, it went unaddressed throughout our entire 7-day stay. Despite engaging with the local office with a physical visit and speaking with individuals like Kiley Whitley and Matt Hensen, who expressed sympathy for our situation but were unable to resolve the issue, we were eventually redirected to the corporate 1-800 number. After persistent efforts, we were finally able to connect with Nicole, who shed some light on the process and mentioned that refunds were typically handled at a local level, contrary to what the local manager told us.

Our frustration peaked when we were in touch with someone called "the guy," Darren, who did not provide a last name. He vaguely stated that what he should have done was fully refund us following our first request for assistance and let us go find other accommodations. Apparently, to him, it is unreasonable to request a clean space to stay as advertised and paid for. His lack of accountability and transparency only add to our dissatisfaction with the whole experience.

This company is SO rude and unhelpful! There is no way to contact the actual owner and the service could care less about your questions. We will NEVER use this service again! Stick with VRBO and Airbnb.

Terrible company customer service, dirty house despite previous reviews and saying that they have put in efforts to fix those issues. We vacated the property after seeing a cockroach and they are refusing to refund us despite proof so I've issued a chargeback with my credit card. Avoid at all costs.

Vacasa can be described in one word: bad.
First, no travel insurance was offered when I booked so I don't recommend booking unless you are really very sure that you can go there. I was dumb enough to prepay in full (required) without the option to buy travel insurance. When I needed to cancel due to medical reason, they don't care what's the reason. They won't even consider giving a credit for future travel.

My experience with VACASA has been nothing short of a nightmare. From the beginning, their lack of professionalism and care for my property was shocking. They neglected maintenance requests, ignored communication, and allowed the property to deteriorate to a disgraceful state.
As a result, my property received numerous bad reviews from guests on Airbnb, which ultimately led to the suspension of my listing on the platform. To make matters worse, the property management company failed to inform me that my property had been suspended from Airbnb. I only found out six months later. VACASA not only cost me potential income but also damaged my reputation as a host.
Guests left reviews mentioning urine on the walls that was never cleaned, unchanged sheets before check-in, and a general lack of cleanliness. I had the property inspected and found everything to be a complete mess. It was evident that the property had been utterly neglected.
The stove was covered in rust and had clearly never been cleaned. There were countless prints on the walls, food stains on the couch, missing remotes, and several non-working lightbulbs. This state of disrepair and filth is unacceptable.
When I raised these concerns with the property manager, they showed complete indifference and chose to let me go instead of rectifying the situation. Their lack of accountability and disregard for their clients is inexcusable.
If you value your property and your guests' experience, stay far away from this company. Their negligence and incompetence have been catastrophic for my business. Do yourself a favor and find a different property management company.
Below are just few of the photo's that I have from the inspection. These shows how my property was neglected under vacasa's management.

We planned to attend closing day with friends at Keystone, but had to cancel at the last minute because our friends son was diagnosed with acute leukemia, as a frequent traveler, I will
Never consider using Vacasa for travel again.

Upon arrival at our rental in the mountains, we discovered a huge burn hole through the center of the deck, with support beams burned and compromised on the underside of the deck as well. A 5,000 plus pound hot tub is 5-6 feet from the burn hole, putting more weight on the compromised wood. The entrance to the rental is through the deck, making it unavoidable. We have pets and small children with us! Someone had placed a huge pot over the burn hole to try and cover it, but it's clearly still visible. The safety negligence on the property is severe! We immediately tried to contact the main and local offices for Vacasa. We filed an urgent report, but no one has responded to us with a resolution. Two hours after we filed the report, the water shut off at the house. This was last night. We spent the night in a house with no running water, which is a biohazard, and a burn hole through the deck. We would have packed up and left immediately, but it was a long trip here and we would not have believed it would be 16 hours later with no response for Vacasa regarding these serious safety issues.

Rented townhouse at Mallard Lakes in Selbyville DE. The house itself was OK but customer service was terrible. Wi-Fi password didn't work. I contacted them through text and they tried to blame me. I'm in IT so I know what needed to be done. They said that hey would escalate to local support. Local support didn't call or come. Contacted again and they said they would look into it. 4 days later I contacted them again saying obviously you have no intention of fixing it and all I got back was oh well. I'd like to give it a higher rating but with that attitude and service I can't. I don't recommend using them.

We rented a house at 130 Settlers Pass McHenery Maryland. The first evening there we tried to use shower and it had no pressure and mud started to come out. If you ran both showers there was no water in house. After a while it was mud coming out of all faucets, toilets and showers. We contacted Vacasa and told the the situation and that we were leaving the next morning because we have young children and needed to shower and brush teeth. I wanted refunded for the day we left early. All they would say is we will reach out to our team. It has been 6 days and have not been contacted. They just keep telling us the same thing about contacting there team. They are awful and I will never use them again or recommend them.

Don't believe what Vacasa says on its website. We rented a property through VRBO and received a "review" email post check out from Vacasa not from VRBO. Didn't think much of it and provided a generally favorable review with some criticism. Vacasa curated the review only posting the favorable portion! Fraudsters!