Vacasa

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

Horrible customer service, I had to cancel my trip before 30days before and I still have not received a refund. They will just take your money and I've sent many emails and was told yea I would get a refund then that it was issued and would take 5-7 days then it was it depends on if it rebooks etc. Still waiting and no responses back after over 30 days. DO NOT RECOMMEND unless you just want to give your money away! Horrible company to deal with

Vacasa is the host of a booking I made through VRBO. Vacasa refuses to approve the cancellation with VRBO on their site. Unhelpful is an understatement. I've spent a total of 4 HOURS between Vacasa and VRBO attempting to get the booking cancelled on the VRBO side in order to get a service fee refunded. I'm well within the 60 day timeframe. The only hang up is VACASA not holding their end as a host and approving the cancellation. Do not book a Vacasa owned rental through VRBO. I won't be using either service ever again.

False and misleading webpage- paid for house with lake view but there was no view at all
Wifi very poor, so rarely had wifi calling sono cell phone use most of the day
5th bedroom was not usable because no air conditioning- out of order
Management would not help us with wifi and our attempt to reset the modem
Satellite tv in master bedroom out of order
Non responsive management

I will NEVER book with this company again. Terrible service, ethics, and communication. I booked 3 nights in Crested Butte Colorado. We selected a home that was dog friendly and was very transparent that dogs were coming.

The company uses an automated process to get the rental agreement signed. After reviewing the agreement, I noticed that it did not match the listing's dog-friendly policy. I emailed the company several times to clarity, when they did not reply, I noted the dogs on the agreement and sent it back to Vacasa. They accepted the agreement which included dogs by accepting payment and providing check-in instructions.

After checking in Vacasa added a charge in the amount of $293 to the booking for the dogs. After spending hours on the phone with Vacasa their explanation was they did find my emails about the dogs after the fact, unfortunately, they do not have time to check their emails and could not notify me of the charges before check-in.

I was promised a call back after issuing the dispute however that never happened, I also never received an email or any other correspondence. They simply charged my card for fees not listed in the rental agreement, which were disputed through my credit card. They do not care about the customer, they do not conduct business ethically, and have no issue with charging your card for unauthorized fees.

Well I sure do wish I'd found these reviews before booking through Airbnb. To mirror what literally hundreds of other people have said, AVOID THIS COMPANY. DO NOT BOOK. RUN.
I have proof that the house we rented through Airbnb was incorrectly listed as allowing two dogs. After booking I received a message that only 1 is allowed. I immediately followed up to confirm; didn't get a response for SIX MONTHS. They won't allow a second dog, and they won't refund me the full amount despite the fact that I made the payment under completely false pretenses. This is insanity. Truly, this company is HORRIBLE

What was advertised was NOT what we got. Customer service was the worst I have ever experiences, as we were hung up on MULTIPLE times. Now they won't even consider a refund because I disputed with my credit card company. Do yourself a favor if you had a horrible experience: write as many reviews as possible, dispute with your credit card company, report them to the BBB.

I received two very suspicious looking emails at the exact same time in regards to my rental. One stating that my reservation is confirmed, another stating it is cancelled. I reached out to support who clarified it is not cancelled, but that the confirmation code is different. I repeated the same exact info they gave me back to them to confirm. A new support agent responded stating that the original confirmation code is in fact correct. I then called up their support to clarify which code is and is not correct. Support let me know that my reservation "is not cancelled" but that I have to pick a "forced relocation option", essentially I did lose the reservation and had to pick from their selection or cancel. When I asked what "forced relocation" options there were, they stated I should have received an email about it. I could not find the email (it was never sent) and asked for the info again. Then the lady on the call said "sounds like you wish to cancel", at that point I just agreed because its better than dealing with this company ever again.

We stayed 5 nights at * La Jolla, CA. I'd leave negative stars if it were possible.
Airbnb website photos were professional photos and highlighted. The simple truth is this place is worn out and needs a major makeover.
Empty propane tanks for BBQ and firepit (these were replace quickly)
Spa so filthy we could not use for a 5 night stay (we were refunded $500 for this)
Gas station toilet paper was all that was provided
Cheapest paper towels I've ever seen
Kitchen was poorly equipped and most cooking utensils were nasty, including pots and pans
Interior décor was really worn and downright shabby
No heat, no AC and no ceiling fans in main living area for air movement
Ceiling fans in bedrooms were dirty and wobbled badly
Patio furniture was filthy with dog hair and all outdoor cushion pillows had holes and tears in the seams

*Address redacted by admin

This company takes on business it cannot serve. A severe lack of customer and owner services is evident. Overworked and underpaid employees in beat up 30 year old vehicles.

Cancelled my vacation over the holidays. We have plane tickets. There's nothing available that will work. Do not trust vacasa. They might screw you and leave you empty handed- just like they did me.

Terrible customer service. The location I had booked was unreachable due to dangerous road conditions and severe weather. They refused to refund me my money!

Crystal Villas, Unit B06 in Destin, Fl. I am not exaggerating when I state that this was the worst, most disgusting place I have ever stayed. The complete list of issues is too lengthy, but to name a few: Moldy bathroom tile, dirty, stained toilet bowls, set mouse traps in the kitchen closet, ripped furniture, ripped and broken screen doors, rusty kitchen appliances, and large clumps of dust hanging from the bedroom ceiling. We attempted to get moved to a new location, unsuccessfully. Therefore, we ended our vacation early and drove 12 hours home rather than stay another night in this horrendous, disgusting condo unit. To top it off, we have received NO word from Vacasa after many phone calls and email attempts to rectify the situation. Our entire experience with Vacasa from start to finish has been completely abismal. I cannot recommend strongly enough avoiding at all costs any Vacasa vacation rental.

Violated the terms of the lease. Took weeks to reply during our 30 day rental. Property is sub par at best. No pride in ownership by Travis Carr. CFA with Northwestern.

Rental full of trash, debris, smells of mold. Unsafe driveway and mountain roads barely passable not disclosed on website. This should be clearly posted that property is for 4x4 or trucks only as my car could not go up the steep incline in front of the home. It's a new Honda and we had to put the car in neutral and roll down the hill to leave. Put my whole family and I in danger. After brought to their attention they did nothing. House not cleaned (they sent a 75 credit) and a lady showed up with two kids to clean an hour after check in. The driveway and road was so unsafe the local lady had to be towed off the street. Hot tub old loud malfunctioning and not enjoyable. Broken fireplace, swing, chairs all advertised falsely. The foundation felt shaken and my son felt the entire cabin shift our last day. The smell of dead animals in the bathroom. Fans and humidifiers were placed around the home to hide the mold smell. Beds hard, blankets thin. Absolutely horrible company, local offices do not take responsibility for their properties. Avoid for your own safety. Missed all our hiking, shopping events and had to use a driving service due to the road. Spent 150.00 on this they did not reimburse me even though the impassable driveway road was the reason. I feel real lucky that we survived this rental and spent hours of our vacation cleaning, scared, trying to enjoy what we could. 620.00 spent for them to terrorize my family. Beware!

I rented 4151 S. Atlantic Ave, Apt 413, New Smyrna Beach, FL ******* Nov 26-28,2022. The VRBO id is *******. Upon arrival the AC did not work. Vacasa was contacted immediately only to receive auto texts to tell me to wait for a repair person who did not show until the next day. He did not repair it, he just said, "yes it does not work, it is 82 degrees in the unit." He left and never returned. Vacasa said thy would not refund my money because they offered me another place to move to. The other option looked like Archie Bunker's 1970's home with barcaloungers and very old furnishings. The bed was at least comfortable in 413 but we received no sleep with open windows, sounds of traffic and heat all night long. We just wanted more comfort for our family and space while in town for a family funeral but dealing with Vacasa during an already stressful time made matters worse. They do not have any "local reps", they are all out of state. The reps yelled at me for refusing to move units. I rented a unit that was marketed as having air conditioning and I did not receive air conditioning, not a dated old unit with old bedding. The "customer service" is non existent. They had NO intention of making our stay more comfortable. Vacasa misrepresented the property. They marketed the property on VRBO who allowed the misrepresentation and fraudulent property description. We never heard back from Vacasa to follow up with us. We will NEVER rent a property that is managed by this horrible company ever again and I hope no one else will either. We had a miserable experience with Vacasa. Beware!

Worst booking site ever. They canceled our stay 3 hours before check-in for a "maintentance" related problem. We went through all of their tedious steps and they just cancel our reseravation last minute without giving us any specific reason. Wow, very unprofessional. Most unrelaible booking site on the market. And they (vacasa a. K. a. VaCaCa) list all of their properties on HomeAway's platform. So, be sure to check with whom manages the property before you book or you might get VaCaCa-ed like we did. I'm certain they will go out of business very soon.

As an Owner, Vacasa was an absolutely horrible company to do business with. They seem to be very top heavy on operations and mid to upper management while completely low balling the maintenance and property management side of the business where it counts the most-- cleaning crews and those who oversee them.
My husband and I used Vacasa to help manage our Sonoma County vacation rental and when they 1st took it on --we had a score of 4.9 on Airbnb but under their 'care' within 6 months--watched it fall to below 4.5. Despite their large upper management team, when it came to fixing the ongoing cleaning issues instead of problem solving towards a solution, they would gaslight and shift the blame on me for checking in on their cleaning and crew when I should have just trusted them and their 'professionalism". Even after the upper management was presented with the evidence (numerous occasions) on stained blankets and towels, missing shower curtain and dust ruffles, trash left out in front for days after chewed up by raccoons, they STILL protected and made excuses for the PM in charge.
After dumping Vacasa I was lucky to find a super competent local property manager -- we couldnt be happier and just wish I had known about her earlier.

They will not communicate with you, or they tell you to go to a laundromat on your vacation because the one in unit is broken and won't provide any refund of cleaning fees for their filth property.