VacasaReviews 1,262

Rented a small cottage with kitchenette unit on the Oregon coast. Specifically rented for ability to use the kitchenette. The dishware was so dirty ( 5/7 coffee cups dirty, filthy cutting boards, food left rotting in pots) that I did not feel it was sanitary to use the kitchen. (Esp in a post CoVid world!) I contacted the property manager immediately on discovering things and sent photographs. I was given apologies and bounced around for over a week. I requested a refund of the "cleaning fee " which I was charged since I did not receive a clean unit. I also requested a refund of one of my 2 nights stay because I was unable to use the kitchen for which I specifically booked this unit. The customer service rep was remote and advised me it was up to the local team to decide about my refund! They finally did refund the cleaning fee, but refused to refund the one night stay. Or any of the service charges. Terrible customer service if the policy is that an incompetent/under performing local team has the full authority to decide whether to compensate an innocent traveller. No recourse available. DO NOT BOOK WITH THIS ORGANIZATION.

As an avid traveler AND an AirBNB business owner, I am really unimpressed with what I've experience with Vacasa as a traveler and would therefore never trust one of my rentals with them. First of all, when any property management company takes the place of an AirBNB or VRBO host, response time is a must. I contacted the listing host a few days prior to a trip with a question and just simply NEVER heard back. We arrived to a premium cabin to snowboard and work remote only to have no internet on the first day, though the place was advertised as having internet. In addition to that, we selected this particular place due it's outdoor space, with seating and views of the mountain. We expected there to be snow but assumed they would have shoveled the snow on the premises as a courtesy- wrong again. We arrived to 3 feet of snow surrounding the entire house to the point that hardly any light was getting in, twith the exception of a walkway to the door that had been shoveled. When requesting to have the patio with mountain views shoveled, they replied telling us to essentially do it ourselves. We spent hours of the first day shoveling the snow to the point of being sore. The worst part is that Vacasa is like one of those robo chats where you feel like you're not actually speaking to a real person. Since the host gives them the rules, they just have blanket "no refund" policies regardless of how they've failed to deliver, so there's literally no getting anywhere with these people should anything go wrong due to their negligence. For us, the place was clean which we appreciated and I think I should call out. But the personal feel of an AirBNB is lost working with this company and should you need help, good luck finding it.

I have stayed in multiple Air B&B's and this is the absolute worst. This is the only one I have stayed in that was through "Vacasa". The house was DIRTY despite having a $190 dollar cleaning fee. My son also left and IRREPLACEABLE item and they refuse to talk to me about it until I pay them $25 dollars PLUS tax. I have to pay that before anyone will even look for it and it's non refundable whether they find it or not. The lady I talked to was RUDE and it's taken almost a month to get any answers anyway so the items are most likely gone by now. DONT STAY ANYWHERE WITH VACASA!

Rented a house for our family vacation. Had to change due to an issue, NOT OUR ISSUE. Original house rented for $4,900+ for the week, house we moved to rented for $2,900+. What a difference right! I have been fighting tooth and nail with them to get our money refunded, and right at this time they are refusing. I actually have a breakdown of the rental, and fees, for the new house from them. So they can't say the new house cost the same. You can guarantee your honey buns that I will Not rent from Vacasa again, and I will definitely spread the issues I have had with them to everyone I meet! If they decide to give me my money back, I will gladly remove this review. If they don't, good luck to anyone who rents from these bozos. I hope you have better luck than I did. Oh by the way. Takes them 4 days or longer to respond to emails, and they initiated the first email.

Do NOT BOOK with Vacasa. Our condo was filthy when we arrived. For 5 days Vacasa assured us that someone would come re-clean but they never did. They finally offered a $50 refund, which is s joke! Shame on Laketown Wharf for allowing Vacasa to own condos in their building.

Poor customer service, I've been waiting for almost three days, asking to move our trip dates, because our family works for AEP and has to work during our trip, due to storms.
Still no response!

I"ll keep it simple. We rented a condo in Hilton Head in February 2023, the coldest month of the year. The outdoor hot tub was listed as an amenity and was a major part of our picking this location. It turns out the hot tub was not functional during the month of February--after all, who would want to use a hot tub during a cold evening, right?! I only learned this after our first night having called the local Vacasa in Hilton Head. No apologies, no nothing for not stating this in the description. I've since followed up multiple times by email with Vacasa only to get a generic reply that I would hear back and address what could be done. I've followed up mulitiple times since with zero reply. Like others, customer service is non-existent. I'm looking for simple resolution. You think Vacasa would treat this and all cases with long term implications in mind (ie, seeking to retain long term customers). Apparently not. I've not ever heard back. Will not ever use Vacasa again. I mean, why would I?

Checked in Sunday to find a clogged sink, reported immediately and still not fixed Wednesday, awful response

We recently stayed at Listing #*******.
TurnKey Booking Number: BKG-*******

The place is 3.5 stars, Vacasa company 2 stars

The place needed love. The keyless door lock did not work. 1 bathroom had black mold on it. Ceiling fan did not work in 1 bedroom. Portable a/c in room had never had the filters cleaned. Actually worked after we cleaned it. Upstairs patio was not swept. Living room space was nice. Location great. Vacasa brought us a fan.
No amenities... 1 extra roll toilet paper per bath... and 1 only had 1/4 roll and 1/4 roll back up.
They asked us to start a load of laundry at checkout... but there's no detergent.
Now, prices online are way less than we paid months ago. AND, they didn't even post my review!

Second time using this company, doubt I will again. I love VRBO and have had great results there.

I wish I could give this company a 0 star review. Two days before my ski trip (which myself and 2 others flew across the country for) I received an email from Vacasa stating they were canceling the trip due to weather (a snow storm in Tahoe). This would've been fine had they not lied to me. I was informed they weather caused the ski resort to be closed, the gas stations to be low on fuel and the grocery stores to run low on food.

I called the resort to confirm this was the case, which they immediately denied. I ended up booking another place for the time I scheduled my Vacasa and guess what, the ski resort was open and fully operational, the gas stations had plenty of fuel (filled up while we were there), and the two grocery stores we visited had no issues with food or operating capabilities.

All this was annoying and would've been fine had Vacasa provided me a refund on my stay, but they didn't. When I got the initial email cancellation I immediately called Vacasa and spoke with a rep who informed me that I would be refunded the full purchase price within a week. Spoiler - after a week I was only offered a credit for the amount I paid for the rental.

Despite calling numerous times and complaining to everyone at the company they are refusing to refund my money, despite them canceling on me. If you are considering renting from them and have not already sent money run away. It is a terrible business model, and frankly one I find to be borderline illegal. How can a company refuse to give you a refund when they are the ones who cancel on you?!?!

I am 22, which is under the age limit that I did't know existed, but they let me book anyways on their site. I hd reserved a rental, paid, and printed the confirmation. I had emailed with them for days asking for further questions and anything else needed, until they finally asked for me to confirm my age a day before the booking. I was honest (because I didn't know about the rule until now) and canceled day before. Now I get rules are rules, but where was the catch that I am underage on the reservation process? I had to enter my age and date of birth to reserve, but not until the day before they cancel me after multiple great conversations to establish that the rental is a one night stay for a long beach hopping trip. I called to get more information and the lady on the phone was rude, interrupted me, and gave me no info other than telling me it is canceled and thats it. Now, with a day left to rent, I'm sure it will go unrented, which makes no sense at all. TERRIBLE EXPERIENCE

I booked a home through Airbnb that I guess was managed through Vacasa. A few weeks later, I received a text and email (not through the Airbnb app) telling me the booking was no longer available even though I had fully paid and the booking was accepted. I was offered several other bookings and told any price differences would be refunded. I repeatedly asked them to message me in the Airbnb app for security purposes and they would not. When they finally responded in the app they gave me a smaller list of places to book that all had terrible reviews. When I requested one of the bookings that was in the original email they just cancelled my booking and refunded me and told me that the previous offer to rebook no longer stood. Horrible experience, horrible customer service and totally messed up my trip planning.

Our rental itself went well and smoothly. Nice clean property. 10 am non-negotiable departure ruined it though. I asked for just another hour and was given a robotic "sorry. That is not possible." On a short weekend rental, a 10 am departure is brutal. Just know that there is no human element when renting with vacasa.

Rented a house on the Inter-coastal in IRB for almost one month for $15K. AWFUL! The shower head was held up by packing tape so I had to buy two clamps to keep it in place. The jetted tub didn't work. The pool was frigid n I heated. The thermostat couldn't be overridden so it was cool on cold nights n hot on hot days. Lack of outdoor seating caused us to by two chairs for the house. Some of the indoor furniture was old n looked like Game of Thrones leftovers. The property was tired n needed a refresh overall. We repeatedly complained to Va Casa w no satisfactory response. Don't rent from them.

To make it short, they will take your money, and give you places that are dirty and unliveable. And when you ask for your money back, they will refuse. They moved me to 3 different places, the places started getting worst and worst. They lie. The first place had construction right in front of the apartment and it was so loud and noisy, what vacation? And the second place was so dirty, it was disgusting, third place was okay but it was less nicer and I still paid the same, with a balcony door broken, and when asked to get it fixed, no response. I asked for some sort of discount, also no response and no call back. Please save the headache and do not book here. Please. I beg you. For your sanity.

It took is 2 hours to get the correct code sent to us to unlock the unit door only to find that the cleaning service had not completely stocked the unit. NO toilet paper nor towels. Could not even go to bathroom after spending 2 hours trying to get into the unit. Had to go to Walmart to purchase toilet paper and towels since the towels were not delivered till lunch the follwoing day. Towels were to be delivered by 9am that follwing day. NEVER again and my best advice - DO NOT USE THIS BOOKING COMPANY!

I own a condo and one guest dinged it. So I was taken off Airbnb for almost a month now. First noticed it was off on March 5th and it is now March 24th. I have called and texted and emailed everyone I could to find out if the problem had been solved. They say yes but can't tell me when it will be up and running again. I get "let me check". And "soon". Then no response. The person who dinged me said they only got 3 towels for 4 days. No key to go to the pool. Also didn't like the sheets and pillows. I've seen worse reviews and no one taken down. So I'm not happy. Maybe someone will answer. I texted again today. Someone two days ago was to find out. No answer yet.

We booked a vacation rental through Booking.com with a property managed by Vacasa. They advertised a price & when we checked out via Booking.com it was more than double so we canceled the booking, for which Booking.com sent us confirmation of the cancellation; however, we have since been contacted daily multiple times both via email & text stating Vacasa wants their payment. Even after sending them confirmation of the cancellation they refuse to accept it & demand payment. FK these clowns! When you book thru a company such as Booking.com or AirBNB or VRBO, you deal with that company directly, not the agency. These people are scammers & should be shut down. I wouldn't have them manage my dog house...

I have called Vacasa 5 times over 4 days and each time they said the would call me back and they don't. This business is horrible. DO NOT DO BUSINESS WITH THEM!