Vacasa

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.

We rented a home in the white mountains in New Hampshire, and upon arrival discovered a slew of dead bugs all over the kitchen stairwell, and in the upstairs bedrooms, it appears there's an infestation in the wall on that particular side of the house. Additionally, the air conditioning units were covered in mold and mildew, and both of my kids found live cockroaches in their bedrooms and we therefore ended our trip early. When I contacted them on our arrival day about the condition of the kitchen and the dead bugs, I was told that I had to wait around the following day for some pest control people to show up. When I followed up with them again, after finding a live roaches and told them that we had fled the home, they said that they didn't believe the photos have been taken at the home, and that they were doctored. I have been fighting with them since to get a refund for the one day and one evening our trip was cut short. To add insult to injury, I submitted a review for the home they stripped out every one of my comments and left only the one star. This organization should be ashamed of themselves. I would never book a home managed by Vacasa again, nor would I recommend them to anyone stay far far away from this group.

Rented an apartment for 14 nights, but when we arrived the door lock code did not work. Waited in the cold for 4 hours during which time we phoned and spoke to 4 different agents, they did not phone back as promised or send a local agent as promised. Eventually told to try and find another place for the night as they were unable to. (How did they expect us to find somewhere if they couldn't?). There are few places catering for visitors in January, so very fortunate to find a hotel open all year round.
They said our apartment was no longer available and they sent an email with options including to relocate, but we were in Camden for a reason. We accepted the option that said, 'We can issue a refund for tonight's rent only and have you relocate to hotel, and back to original booking tomorrow due to no homes being available.'
Empty words: they have given us 14 nights refund, ignoring the cost of the hotel for our first night.
We tried phoning them, no joy, and again they never phoned back as agreed.
In summary: our experience with this company has been a disaster, very unhelpful and they went back on their word regarding a refund for our first night in a hotel.

I rented the Grand Sarasota Getaway, prepaid for a two week vacation, only to find another family in this home once I arrived. Vacasa did little to help me resolve the situation. They decided it would be best to recommend I rent a home through Airbnb for my vacation. The are an unreliable company that only takes your money and gives nothing in return. Imagine your vacation, pre-planned and paid for. You are all packed and ready to arrive, just to find no home available for you - DO NO RENT FROM THIS COMPANY - they cannot be trusted.

Two weeks ago my family (4) rented a property in Big Bear which is managed by Vacasa.

The following amenities were listed and promised to us at the time of booking:

Jacuzzi, wood for fireplace, washer and dryer, a clean cabin and you would think towels for four since that's what what was put down at the time of the booking.

ALL OF THOSE THINGS DID NOT HAPPEN.

Jacuzzi was broken, no fire wood, washer broken, there wasn't a dryer on the property, only had 2 towels for a day a half and the stains in the bed sheets with the hairs and cobb webs were enough for us to leave a night early.

Called customer service, tried to talk to someone on the local site and just got the run around. They don't care about the customer, don't waste your hard earned money on a company that won't even right a wrong either…

We were set for our trip to Virginia that we booked and paid for one year ago. We are due t leave in less than 48 hours and I get a text message saying sorry but your rental won't be ready until Sunday because we are short on housekeeping staff. However the good news is we won't charge you for Saturday night (I mean is that supposed to be a gift to not pay for a night we won't be there?!) and we also get a $250 gift card to book a future trip through them. Obviously that will never happen. We have family flying in from several places around the US and we literally have no where to go once we reach the airport. The customer service reps are so obviously reading from a patronizing script and offer no solutions. It's a shame they took over for Sandbridge Realty who we had booked through for years and always had stress free vacations. Vacasa is only interested in collecting your money. Do not book any property if they are the booking company. You will regret it like my family and I do right now as we all scramble to find hotels with no notice.

Vacasa is a large corporation and impossible to work with. Their service is terrible and the properties they manage are sub-par -- missing remote controls, freezing rooms during the winter, lumpy beds, etc. I have rented three of their properties because I had no other choices. Their market share is so big that I can't avoid them. It's really frustrating. My most recent experience: I accidentally booked a condo in Steamboat Springs during my ski pass blackout dates. I asked them if I could move the dates so that my ski pass would be valid. This was 21 days in advance of my Christmas break stay. I offered to book for additional nights so they could get even more money from me. The Vacasa manager pushed my request up the management ladder and I was still denied. It makes no sense to me. They have plenty of time to re-rent the Xmas break unit, they would get even more money from me, and they would keep a customer. Now I will never, never, ever rent from them again, even if it means I can't go on my trip because the only VRBO choices are managed by Vacasa. They are the WORST!

We rented a home in NC that we have been renting for the past 20 years from another agency. This year said agency had Vacasa take over their rentals after we already booked it through them. We arrived and noticed right away the main floor AC unit was not working properly (which most of the bedrooms were located on this floor). We called the "help" phone number right away and were told someone local would be in touch. After four phone calls and speaking to 5 different people throughout the week, we still did not have anyone contact us. We saw several Vacasa vehicles go by our rental during the week, but no contact with anyone. The last employee we spoke to who was local, told us that there had not been any progress on our ticket and that he would personally be by the next day, and that we would be getting some kind of reimbursement. Needless to say, that NEVER happened and we still haven't heard a word from Vacasa on this matter. Since this seems to be this company's MO, maybe there should be a class action suit brought against them.

I booked for Bar Harbor but had to cancel 5 days later due to medical reasons. They kept over $500. Dollars even though I gave them a 1 month cancellation notice. They didn't even have the courtesy to respond to my message. DO NOT BOOK WITH THIS AGENCY!

I booked a house for a week through VRBO which as it turned out was actually just a pass through to Vacasa. My father died unexpectedly a couple of days before I was to leave for my trip. Obviously I had to cancel my trip. I understood that a full refund wasn't possible, but called to ask about the refund of the cleaning fee and hot-tub fee since I was not there to use either the home or hot-tub. When I cancelled the reservation, I offered to send proof of my father's death. I contacted Vacasa to inquire about the fee refund and they told me to contact VRBO. I contacted VRBO and they told me to contact Vacasa.

I am a VRBO and Airbnb owner and I have the decency to work with people when unexpected siguations arise. Of course corporations don't have that kind of decency.

I just stayed at a Vacasa property. It was full of gnats and mosquitoes. It did not have any cable television as per the advertisement. However, the reason I am posting this is because vacasa had absolutely no resolution. They send automated texts and were no help at all with the problems. We finally just gave up contacting them after over and over said a local rep will contact you. They just sent you around a circular communication loop. But don't help, just add more frustration. But, even worse, afterwards they ask for an evaluation. They deleted all of my negative comments. I mentioned we had good weather. They deleted almost everything. Why don't they just make up the reviews themselves. Vacasa is a joke. Very deceptive. I will never use them again. Don't waste your money with them. I was really shocked when I saw how the completely altered my review. Completely deceptive and dishonest. I then noted the last three people only gave the unit two stars. And again, it seemed like vacasa did the same with there reviews too. Completely dishonest company. They should just make up their own reviews instead altering the real reviews.

When we arrived at our property in New Buffalo, MI the key pad continued to die. One night after a movie we were completely locked out. I called the help and had an incredibly frustrating conversation with a woman in OR. It took an hour to resolve - that isn't the worst part. When the property manager showed up she brought three cops with her. She said that she had been told that I was threatening the woman on the phone and breaking into the property with a coat hanger. The "threat" came after the woman on the phone told me she would send someone the next day to fix the lock and the door I was busting into with a coat hanger was the screened in porch to see if the door into the kitchen had been left open. When the property manager and three police officers arrived the only ones that were polite were the cops. She left us a key that doesn't work and th key pad continues to malfunction. I sent a message to the company and their response was that I was threatening their staff The cherry on top is thr grill ran out of gas in the middle of grilling 12 chicken breasts. I regret giving these people my money and won't be back. Customer service and general
Human empathy is not a corporate value at this place.

We booked a trip to Florida for our Fall Break with family and friends 8 plus months ago and today we received an email stating that our rental is no more available because the owners decided to use the rental during the dates we reserved, paid for and booked 8 plus months ago. Our fall break is in 6 weeks and now two families with kids are without a comparable option (they offered alternatives... no where in the location we booked or quality of house)... The company and owner should be ashamed of themselves for allowing this to happen. 4 plus months out - somewhat understandable... 6 weeks out... completely unprofessional. Pick up the phone and call and try to work through a reasonable solution instead of emailing a generic email without remorse. Will highly never use or recommend as I would never want to put a family in this position.

**I have read pages upon pages of reviews about Vacasa regarding similar situations that we have also experienced and it appears we have all received the same responses or communications from this company. A prime example of unprofessional businesses with terrible communication and business management and ethics is when a business is addressing issues and they consistently use copy and paste to address said situation instead of actually doing their job by addressing each person and situation differently, professionally, and with intention. Do Better Vacasa and treat each

As a couple in our mid 60s we enjoy travel. We have stayed in several vacation rentals through various agencies without problems. Our October 7-8 reservation with Vacasa via Booking.com was horrible. At no point in the process were we informed that the route to the cabin was not only remote but difficult to drive. Our car barely traversed the steep mountain one lane road, but when we finally reached the cabin the steep drop onto the property made it impossible without fear of getting stuck. We went back down the mountain, rented a hotel in Franklin NC and notified both parties that we never entered the property grounds or cabin. Since we had prepaid for the stay, we immediately asked for a full refund, or at least a refund of the cleaning fee etc since it was not needed. Both entities immediately claimed that it was up to the other organization to allow a refund. They acted like the scarecrow in Wizard of Oz, pointing in all directions but at themselves. After several days of calling and texting, the result was unchanged. We would not receive any of our nearly $400 back. At one point a person on the phone even played the old static on the line trick! They were incredible in their audacity to deny accountability, even going so far to state that it was OUR problem because we had not consulted with local authorities to determine the state of the road! We will never use either service again.

Disappointed with the service and commitment of Vacasa and their property owners. Hopefully our refund will be processed quickly so we can work with a better organization.

We booked our first trip to Gulf Shores Alabama with this company and never have I been more disappointed in a vacation rental! Half the amenities that show open on the reservation and through their app are closed. Other amenities Vacasa didn't know where they were located at the property. Almost immediately after check in I reached out with these concerns to no avail. The standard response was basically sorry not sorry you are disappointed with the property. Even with the small issues, like a broken coffee maker, we're just brushed off or ignored completely. If it was just one thing, I wouldn't complain but, it was many. The only thing they fixed was a TV that didn't work but, I just happened to run in to maintenance and told them and that took care of it. There is no onsite office to go to to voice concerns and they stopped responding to text messages. We have talked to several renters here through Vacasa and they all have issues with their rental unit as well. If they would of offered some discount or refund a small amount of what we paid for the rental, it would be fine. They just don't seem to care. They are a company with the idea that they already have your money so they don't care about your concerns anymore. Will NEVER book with this company again and I would definitely not recommend any book from them!

My family and I stayed in a Vacasa rental in March and I immediately submitted a review for the listing after our stay. Certain issues - such as a broken water heater, blinds that wouldn't close, missing furniture... - made our stay uncomfortable. In addition, they misrepresented the property by describing it as a quiet, isolated property, when it is actually in a crowded neighborhood. Six weeks later, my review still has not been posted. Meanwhile, other glowing reviews have gone up instead.

I was very upset that my review was withheld and I tried to contact Vacasa directly about that. However, I received no word from them – except on another consumer review site where they urged me to contact them (again). I did – and still no response. Clearly, their public statement is disingenuous and they have no intention of following up with me. This action, after continuing to censor my negative review and disclosing only positive reviews, confirms Vacasa's deceit and dishonesty. This company has no conscience and no accountability to the public.

Used this company to rent my house for 2 summers. They were unavailable to help with most problems in the second summer. Stay away because they do not know what they are doing

Absolutely THE WORST customer service and ZERO response from the property manager to address concerns that we've called about 7 times in the past three days at a remote cabin in Vermont. LITERALLY THE WORST. The only reason why there's one star is so I could post this review. I WILL NEVER AGAIN rent from ANY VACASA managed property in the future and will tell every single person I know the same information.

I have a reservation which through VRBO which had a COVID cancellation policy. I tried to cancel with VACASA and for a couple of weeks they would not even respond to my messages on the website. Then they acted out of it when they assumed I was still renting. Surprised, even though I had left dozens of messages on their phone system and on the website. I called VRBO a number of time to get them to get VaCasa to respond. They did not respond until the date before the rental was to start. They would not issue a refund and I can find nowhere they have locations that I can use their credit. I have lost a over a thousand dollars to this horrible company.