Vacasa has a rating of 1.1 stars from 1,262 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Vacasa most frequently mention customer service, next day and management company. Vacasa ranks 153rd among Vacation Rentals sites.
I booked a house for a summer holiday. Vacasa cancelled the property with no notice. They were extremely unhelpful in making a a refund to me. I was left out of pocket because they would not return the full amount I paid.
The pictures listed for the property we very old and looked nothing like the current property. The description of the property stated four bedrooms. 1) One of the bedrooms was the four seasons room which had no privacy. It even had a window that overlooked the room from the kitchen. 2) We were given incorrect directions about how to enter the home. 3) There were no pillowcases on the sleeping pillows. 4) Big rips in the couch. 5) The kitchen cabinets were dirty with food/human hair and the kitchen was not what I would consider fully equipped. 6) One of the bathroom sinks was clogged. 7) Several of the lamps were broken or didn't have bulbs. 8) The back yard had old amazon boxes under the bushes and it didn't look like the back yard had been cleaned in a while. 9) The washing machine had dried detergent in the dispenser (was scared to even use it)
We called Vacasa twice during our stay. Very nice customer service but no response to our issues. Said they would call back but NEVER did. Once home, we also reported all these issues to Airbnb and they reached out to Vacasa with no offer or discount on our stay. Would think twice before renting another home that is owned/managed by Vacasa.
If I could give a "0" star review I would. Steer clear of Vacasa by all means necessary. I booked a vacation property in South Lake Tahoe for a vacation in March. After driving over 7 hrs, I was notified 1hr prior to my expected arrival that my trip was being cancelled "due to weather". There was no inclimate weather that weekend. I arrived to the rental and they refused to let me in even through the cleaning service had just been there. My family and I were left without a place to stay for the weekend in the middle of winter in a cold area. I will never be renting another property that is managed by Vacasa. I have been going back and forth with them for over the last month to get reimbursed for the horrible experience. Please take my advice to not cost yourself the headache or the financial inconvenience. They have zero customer service skills or empathy for situations that they put their customers in.
We booked a property with vacasa, they cancelled the reservation within a few days. We gave them the benefit of doubt and booked another property and they cancelled it last minute, 30 mins before the check-in. We asked for code and they said they had to cancel my reservation without giving us any reason. We messaged them multiple times asking them to find us another property since we were already at the property, they never responded, guess we will never find out the reason.
No response to issues with rental owner which wound up costing additional money for parking. Multiple attempts to contact Vacasa went unanswered and no help when dealing with owners.
This company is a joke. They cancelled our reservation a day before the check-in date due to not having the place clean, however, they kept our money. It was up to us to request a refund. They said it will take 8 weeks to mail a check, they couldn't simply just refund our card. We waited the 8 weeks and no check. We called and nobody took accountability, they just keep passing the buck around and finally got a supervisor who said they will reissue the check and it will take another 4 weeks! This is ludicrous. Horrible "service", horrible company.
Advertised a North Myrtle Beach condo showing full ocean in the pictures. I was specifically looking for ocean front through filters. I arrived at the unit which is way in the back, furthest from the ocean, with not even a view. And the unit is much smaller then anticipated. Vacasa refused to accommodate us in any way. Horrible company
Listing is missing the information that the pick up for keys is 20 minutes away from the property and that the parking fee is 40 per day plus another 5 dollars per day per car! This would have been useful information to know BEFORE i booked a non refundable room. I rented a car to make it a little bit easier because Uber fees were going to be 100 bucks just to find out it was another 55 to park? When i asked the property owners why it is not disclosed in the listing that the key pick up is 20 minutes away they said sorry for the inconvenience! ALSO everybody that is renting from them picks up the envelopes in the same box with their whole name room number and dates of stay written on the front. So anybody could have my info! I dont feel safe knowing anybody that rented from this company now has the room number, the dates of my stay! That is a serious safety issue! I wanted to cancel the rest of my stay as the door has a flimsy lock and no back up lock and the sliding glass door is also not very secure and now everybody who has opened their box knows who i am and where i am staying and for how long. But can not get any help from VRBO and this horrible company just says sorry for the inconvenience! There are so many other better places to rent from dont rent their unit at Sands Ocean Resort! Not worth the money or the aggravation!
Where do I start with VACASA? Everything about their operation doesn't work. The service is non existent. We were locked out of our apartment twice and had to wait an hour each time to gain entry. More seriously, the carbon monoxide alarm in our property was triggered but it took VACASA three days to arrange a safety check. Three employees completely ignored their responsibility to check this. Highly dangerous. Nobody responds to emails and their text system that they try to force on you doesn't work. A dangerous shambles of a company.
Vacasa just bounced me from the vacation home we rented months ago. Offering to "relocate" me to something substandard and away from the 9 families our team is traveling with. Perfectly good homes in the neighborhood, but priced 2X what we paid months ago. They refuse to cover the cost of anything comparable, but give me the option to pick from the remnants of their crappy inventory.
Just needed a simple task like storing my luggage for a few hours before check in and they couldn't help at all. Not using them again
This beach house wasn't at all taken care of. It was disgusting and full of cockroaches. It was normalized when called to complain and the furniture was gross. Found a cockroach in the bed between sheets. Not thoroughly clean. Fans full of dust. No working a/c and internet was nonexistent.
Vacasa is the WORSE company to deal with for a medical emergency after after final payment to check-in. I called to see if they would move my time and they said it could only be within 1 month of initial check in. My wife had a medical emergency (Lung issue) and was unable to travel during planned stay or during the approved 1 month extra. They said if someone else rented the place I would receive a refund. I saw the place go back up for rental immediately then taken back off 1 week prior to reservation start. I called back for a refund and was notified it wasn't rented during my time and wouldn't receive a refund. So they LIED to me about either no one renting it or they had their money and didn't care about a customer. We also was going to use an Airbnb for a couple days as part of the trip and guess what. They allowed me to move our time to 5 months later with no issues. NEVER go on vacation without Trip Insurance to cover yourself from shady companies like Vacasa
I recently stayed at E Glen Circle, Palm Springs, CA (March3-17) and was surprised to find right away the photo's are out dated...Fast forward 10yrs The property needs a full make over, the walls are cracked and is in need of a new paint job, the fire place wall needs to be cleaned or painted because of the black residue from the fire place, the tubs are very old and pealing, the concrete floors need to be re-polished in the living room due to the removal of an area rug that stuck to the floor and they left the rug outside in the carport area, the place has a odour, especially in the master bedroom, the curtains need to be cleaned and the fabric on the headboard, there are places the grout needs to be cleaned. When we checked in the office told us that we would be getting a new washer in a few days because the one in our unit was broken... Well the new one didn't show up, and the management office was not forthcoming with that information, I had to constantly follow up with whereabouts of the machine, they told us we would be getting a credit of $25/day for the absence of the machine which we are still waiting for. The management did not return any calls when we returned from our trip until I contacted VRBO directly. Would never use this management company.
I had issues with Vacasa right out of the gate and it never stopped. Terrible communication. The cleaning crew reported roaches and Vacasa sent out Orkin. They did not inform me nor did anyone follow up. Well one visit from Orkin is not going to solve the problem and of course the next guest was out the door as soon as they seen them. I terminated with them in Jan of 2022 but had zero guests with them in 2022. It's April 4th and my taxes were filed a month ago and I just received a 1099 from Vacasa for 6400. That is just a couple of items. They are the worst. Stay away.
I had a ski condo reserved at Lake Tahoe and due to bad weather Vacasa canceled the reservation and issued a credit for a stay in the next 45 days. I was unable to go due to having no more vacation but they steadfastly refused to refund me. The future credit length on the website is 15 months but I was told they were doing me a favor giving me the credit. Watch out for them especially if you book through a third party like VRBO. Will never use one of their properties
******* Academy Lane, Palm Desert, CA. We were a retired couple and our daughter and her 2 very well behaved dogs. This house, although not luxurious, was nice and with a pool, fenced yard, nice grassy area, and dog friendly. It should have been perfect but Vacassa made it a nightmare. It started 6 months before we arrived when I tried to arrange for the pool heater to be turned on and get an explanation of the utility deposit. The problem is you never talk to people in Palm Desert - you get someone in Portland who does not know anything. They finally said they didn't know if the pool even has a heater, they didn't know why it was called a deposit and I should wait until I check in. We tried to check in while we were driving to the property. We were alternately told we needed to check in in person or we could use facetime. When we arrived at the property at about noon (after a 7hr drive) we were referred to the following "On your day of arrival, someone from our Guest Services Team will contact you to complete a video check-in (this is done via Facetime or Zoom). Guests will receive a call between the hours of 10:00 am to 4:00 pm. Registered guests will be asked to show their ID as well as the credit card the reservation was paid for. Once the virtual check-in has been completed, the guest will be given access information to the home by 4:00 pm." We waited until 3:45, got the email and the lockbox code was wrong. We made them aware that the kitchen oven did not work. We waited a day for the repairman - he showed up a day late, never fixed the oven, and disappeared. Well, I'm tired of typing. This is not what I expected from VRBO I really believed you were worth your service fee and you have been wonderful in the past. But now I will shop around. Property ID: *******
Published Apr 3,2023
In a crunch we rented a vacation property from Vacasa over the phone. The following is review I doubt they will post
Defects at *******
Transition strips in front of fireplace missing piece
Screen door still broken on back sliding door
Screw on front door will not stay in
Laminate floor lifting in multiple places in living room area
No towel rack in hall bathroom
Towel rack in main bathroom frequently falls off
Many scuffed areas noted on floor mouldings. Particularly bad in main bathroom
Shower curtain tore when we tried to close curtain. Replaced.
Taps backwards in main bathroom sink
Lamp posts in backyard do not come on and some have plastic broken around were bulb should be
Glassware for beverages was limited unless one is drinking shots. We had to purchase glassware for normal everyday use which we will take home
Sofa was not linked together - Ron fixed that
Small red ants and ant hills in backyard
Pool bottom is dirty. Pool cleaners come, then gardeners spraying dirt and dust back into pool
Pool loungers very uncomfortable. We purchased two lounger cushions so we could enjoy the outdoors
Driveway full of tripping hazards due to state of pavement and hidden curb
Washer is hard to turn on. Have to double push start to get it to kick in
Suggest you paint edge of higher level in garage as this is another tripping hazard
Laminate floor full of?knots, making it very hard to clean
ROKU TV is hard to operate and does not have any normal channels such as ABC CBS and NBC. No local news available to track local flooding and road closures. Remote not user friendly
We booked this rental over the phone. One day out of Pal Springs we were called regarding a $1500 deposit for utilities. $&*#! There had been no mention of this prior to the phone call without the $1500 deposit we would lose the rental. This amounted to extortion.
Overall quality of this home is sadly lacking and definitely not up to the standard of previous rentals
Property manager never came to explain re utility deposits as told by Pal Springs office.
I booked a vacation stay for my elderly mother and I at a cottage home in Maggie Valley, NC. We had to cancel due to my mother becoming ill. We were not given a refund and were treated with unprofessional people at Vacasa. I DO NOT recommend them to anyone!
After an almost 10 week stay at a Vacasa rental Palm Springs (Dec 21 2022 to Feb 28 2023) I received a notice from Vacasa asking me to submit review. I submitted an unfavorable review (1 star out of 5) along with a detailed explanation. Several days later the review had not appeared the Vacasa website. I called Vacasa customer support to ask why and was told that it takes 3 weeks for reviews to be screened and posted to the website. Three weeks later I noticed another person's March 2023 review had been posted for the same rental unit. A few days later, yet another March 2023 review at that rental was posted. Clearly, Vacasa was posting favorable reviews within 3 weeks of the stay. If there was a problem with my review that disqualified it, they did not tell me. I called again and was told by the customer support rep that they would look into it. At this point I can only conclude that Vacasa does not allow 1 star reviews to display on their website.
Answer: It's a monster scam. Avoid at all costs. I've rented several properties that ended up going through Vacasa - despite my best efforts to avoid them. You can't find out that it's Vacasa until after they have your money. It's a criminal enterprise.
Answer: In my experience, construction is their "catch all" excuse for canceling. Follow up to verify that it was rented, but for higher fee.
Answer: I am not sure but for the renter (not the owners) the fees may be charged without full disclosure.
Answer: Bad bad bad worst service I ever got at a short term rental
Vacasa is the leading vacation rental management platform in North America, transforming the vacation rental experience by integrating purpose-built technology with expert local and national teams. Homeowners enjoy earning significant incremental income on one of their most valuable assets, delivered by the company’s unmatched technology that adjusts rates in real time to maximize revenue. Guests can relax comfortably in Vacasa’s 35,000+ homes across more than 400 destinations in North America, Belize and Costa Rica, knowing that 24/7 support is just a phone call away.