Vacasa Reviews Summary
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 148th among Vacation Rentals sites.
While our rental was fine Vacasa has been totally NO HELP in responding to a lost/found request. Quick to charge credit card with $25 fee to look for item but crickets after that transaction.
Seems simple to communicate with cleaning service or local agent to see if item was found but apparently that's not the case.
I had so many issues last week at our rental home in OBX, and to this day, 5 days after leaving they haven't returned calls or emails. Completely unprofessional in ALL aspects, from the condition of the property to their lack of professionalism with customers. NEVER AGAIN. Wow one expensive lesson learned.
Laurie, we are very saddened and disappointed to learn of your experience with customer service as we strive to create a seamless check-in to check-out visit. We encourage guests to call our live 24/7 guest service number to reach an agent or manager should any issues or questions arise. In addition, we are adding new team members to assist our guests better and more quickly, and we sincerely apologize that you did not receive the world-class service we strive to offer. We will ensure our team receives proper coaching of our standards for a more pleasant stay. Thank you!
Scammers. They canceled our reservation a few hours before the check in. When I googled them I found out that this is normal practice for the company. They apologize but this bs doesn't count, my vacation is ruined.
Thank you for sharing your feedback, Evan. We are so sorry for the last-minute cancellation of your stay. This is certainly not the typical experience we wish to present our guests when booking with us. We make every effort to honor every booking as anticipated, but there can be circumstances where we can no longer safely host a guest. In those instances, we provide an alternate home, work with the guest to move the dates of their stay, or provide a full refund if requested. We regret that there were no other available homes in the area at the time of your reservation and that a more efficient resolution was not able to be addressed. We hope that issuing a full refund had alleviated some of the stress and inconvenience and allowed you to find suitable accommodations. We hope to have the opportunity to host you and better showcase the exceptional vacation experiences we are known for in the future.
The house we stayed in was located in a wonderful position and I would prefer to write about the property itself, but the entire trip and any good feelings we had about it have been completely destroyed by the absolutely appalling customer service offered by Vacasa.
Our 3 year old daughter left her beloved sleep toy in the bed she slept in at the house and the day we checked out, as soon as we realized the over site, I immediately contacted the number provided (as well as emailed to be extra safe) to advise the forgotten item and asked if we could return to the house straight away to connect it if another family had not already moved in - out of we could collected it from the office.
Without going into too much detail, I was assured that they had lushed an urgent more with the local team and I would be getting a call back asap from the local office. After having no contact from them for the rest of the day and then but hearing anything at the start of the next day, I called and texted the numbers they advised me to, and was always told someone would call me back. The entire day I tried. Finally, at 1030pm, someone from Oregon (the complete opposite side of the country) canned me to say they "just heard from the local office" to say the cleaner had thrown out my daughter's sleep companion. This entire situation required a simple call or text to the cleaner once the item was reported missing, butt this was too much to ask it seems. Beyond that, I didn't receive so much as a courtesy call from a single member of this supposed "local team" at any stage.
We were happy to overlook the cleaning issues at the house and minor issues with the property, and we respect that sometimes things happen, but the stress and frustration caused by their run arounds and deplorable customer service has been deplorable.
Hi CB! Thank you for taking the time to review your stay. We are very sorry for any miscommunication and for any aspects of our lost and found policy that you found to be impersonal. Please know that this policy is included in your confirmation email provided upon booking for our guests to be aware of before check-out. Our limited team diligently works to ensure all homes, resorts, and condos are cleaned before guests' arrival. We deeply regret the oversight in communication that caused a beloved item to be thrown away, as this was not our intention. We will follow up with our team regarding your experience and will use this feedback as we grow as a company to serve our guests better. Thank you!
VACASA is a complete rip-off. I was forced to move out of one of it's rental property in idyllwild California the first day due to the extremely inhabitable conditions.
The property was heavily infested with rodents, the drops were all over i. E. the bathroom cabinet, the desk corner and the worst, the kitchen countertop.
The rodent activities were so severe we even heard the noise from the bedroom roof during the day! What is worse, the refrigerator was not working and the maintenance did not bother to fix it.
After hours of hold on the line talking with their customer service who did nothing to help other than wasting time, Vacassa eventually refused to relocate us and force us to move out with no refund. So be alert, steer clear of any rentals hosted by VACASA!
We got here yesterday. No wristbands for us. We called andcwere told they'd be dropped off. We've waited all day. Called three or four times. Each time told they'd be here within an hour. One of three days here wasted inside. Never, never, never use Vacasa. They do not care about you.
Thank you for staying with us, Jackie. We truly regret to hear about your experience while under our care. Please know that our local team strives to provide exceptional customer experiences and we are saddened to hear about the delay. We regret we don't have specific information regarding your concerns so that we may look into it further for you. We hope you'll allow us the opportunity to make it right.
Vacasa reached out to me late on the day before my reservation check-in to inform me that the reservation was cancelled. At the time I was in transit to my vacation and was not able to respond until the next day, the day of my planned check-in!
The reservation for "Sandy Point Sanctuary" (near Bellingham WA) was over a month old and paid in full.
Vacasa offered me opportunities to use a substitute property or reschedule my vacation. The nearest substitute property was over 60 mi from my plans and I had to be satisfied with a refund that was provided five days after they cancelled my vacation.
Vacasa apologized for the inconvenience but that was the extent of their compensation.
I believe Vacasa (host) and Vrbo (handled the reservation) failed huge here and caused my vacation to be severely disrupted. From what I could determine it appeared that the owner of the vacation property had previously blocked out the time I reserved and the error was not discovered until local staff went to the property to verify it was clean and found the owner using it. I accept that nobody is perfect but they Vacasa and Vrbo had my reservation for well over a month and my money for weeks and the best they could do was apologize for error.
The lesson learned here is that a renter should engage the on-site staff, owner is best, to determine the reliability of the reservation. DO NOT DEPEND on Vacasa or Vrbo to look out for your best interests. If you do there is a decent chance you will be terribly disappointed.
Christopher, thank you for taking the time to share your experience. We are sorry for this last-minute shift in plans. We make every effort to host our guests as planned and offer relocation services should any disruptions occur. We regret the alternative home offered was not a more suitable replacement on short notice and appreciate your understanding and flexibility during these unforeseen circumstances. A full refund has been issued for you to make alternative accommodations. We do hope for another opportunity to impress you next time better.
My husband and I booked a cabin for this week for our anniversary. Unfortunately, we had someone very close to us pass away and will not be able to make it. I purchased travel insurance as I always do and expected a refund. We called Vacasa and they told us that they will not refund money and we would have to take it up with Trip Preserver. Call Trip Preserver and the only way to get a refund is to submit a death certificate. I don't feel comfortable asking the family for a copy of a death certificate in their time of grief. The customer service with Vacasa was terrible and Trip Preserver is ridiculous. Will not be booking through them again and don't recommend for anyone else.
Kara, we are sorry for the unfortunate and unforeseen tragedy that occurred within your family. We offer our sincerest condolences during this time. We encourage guests to refer to the Trip Protection document for a detailed overview of the cancellation policies and documentation required per qualifying event. We apologize for not having more leeway to modify this, and we hope to have another opportunity to host you when the time is right.
Went to moldy and smelly house on Cape Cod. The place was a complete dump. Slow on refund and service. Do yourself a favor and find another alternative!
We regret to hear about your experience while under our care, Jimbo. We are truly saddened to see we don't have more information so that we may look into these concerns further. Please know that we make every effort to rectify concerns as they appear. We hope you'll allow us the opportunity to impress you in the future!
We are a active duty military family who has served overseas for 3 long painful years. We wanted a family reunion upon arriving home on the " patriot express" to Seattle. We chose this house for location and function. We were greeted with dirty floors, debris on furniture and stained bedding. I went to pull the covers down for my weary exhausted children after a 20+ hour flight to discover pubic hairs in her bed. Then as I pulled covers back on all beds I discovered stains and bedbugs! We are so disgusted we cannot sleep here… we are awaiting any response from management to make this right but are fearful we've been stolen from. We used our last available paid leave time for this vacation and are so very upset to be welcomed home this way. So much for "America the great" anymore. People don't care about service or quality anymore. Vacasa: you should be ashamed of yourself for robbing US service members. This not a vacation. It's a nightmare. Shame on you!
Heather, thank you for taking the time to review your stay with us and for being dedicated members serving our country. We deeply regret the home's condition upon arrival, as this is certainly not indicative of our standards. We take every opportunity to rectify concerns as they occur and provide our guests with genuinely exemplary vacations, and we are saddened that this was not your experience. We regret that we do not have more specific information to address this matter further, but we do encourage you to contact our live 24/7 customer service for prompt and further assistance. We will share your feedback with our teams for further review and retraining of our staff, and we hope you grant us a second opportunity to host you again, ensuring a well-deserved stay with a more satisfying outcome.
I booked a resort with this company. It took over 2 hours to get a key code and when I did it did not work. Then at 115am I got a new code which also did not work. I spent hours of my vacation on hold. There is NO 24/7 support. I ended up having to sleep in another guests room. This has been the worst experience ever!
We truly apologize for your experience thus far, Rachel. Please know that like most of the world, we are experiencing a labor shortage. We are actively hiring to address this issue and get back to the exceptional customer experience we are known for. We hope you'll allow us the opportunity to make it right in the future.
When we had problems with a renter bringing a dog to our rental clearly violating the agreed upon contract. We got no help from anyone but Becky and she handled the problem promptly and efficiently. Vacasa …do yourself a favor and promote her. No one since we have used your company has been as prompt and efficient. She could teach many of your employees what excellence in Customer Service is all about.
Thank you for sharing this wonderful sentiment, Eric. We will be sure to follow up with the appropriate parties regarding your experience. Additionally, we will be sure to pass your wonderful comments along to Becky! Thank you for using our services, we appreciate this feedback as we grow as a team!
Vacasa is the worst! If you book your travel through Airbnb, etc make sure they are not the agency listing. They cancelled my Airbnb 3 days before I traveled to Hawaii with 12 family members. They said the home I rented was under construction but indeed it was just over booked. They were rude and completely useless in helping me find a new home! Stay away and read reviews and like I said if you see Vacasa run fast! I would give is no stars if I could!
Hi, Susan, thank you for your review, we truly apologize for the last-minute cancellation of your reservation. We make every effort to honor each of our guest's reservations, but there can be circumstances that mean we can no longer safely host a guest. In those instances, we work to provide an alternate home for the dates of the guest's stay, work with the guest to move the dates of their stay, or provide a full refund as available. We apologize for the inconvenience, frustration, and disappointment that this has caused and we hope to have the opportunity to host you in the future.
On June 15th, we were set to check into a Vacasa rental property in South Harbor, Maine in which we had paid $2,910 under reservation #*******. We had booked this location for our son's wedding that was being held in Acadia National Park. At 7:27am on the morning of check-in, I received all the applicable details to get into the house, the directions, WIFI codes, etc. At 10:43am, while our entire party was in flight to Maine from Nebraska, I received an email that our reservation had been canceled due to construction. I'm not sure how they did not know there was construction prior to a few hours before check-in, but their resolution to the issue was lackluster. I was given 6 other properties to switch my reservation to. Only 1 of the options were able to somewhat accommodate all of us which was 2 hours away from where the wedding was being held which we had to go with because rental options the day of are very very limited. It then took 4 hours to get a confirmation and check-in details that we had a new reservation. When I called in to ask when we would get the check-in instructions, as we were all driving to the home, I was told to "be patient" and to "not call back" when asked how we were going to be compensated for our troubles. I was told that because our new reservation (that was nowhere near our original booking, much smaller, no A/C, no central heat, and barely had running water) was $32 total more that they would not do anything. We had incurred many expenses for 1) having to fly into a smaller airport that was closer to our original booking 2) cancel golf tee times 3) cancel deep sea fishing trip and 4) change many other plans. Finally, the house was supposed to be unlocked at 4pm. When we arrived, we had to wait over an hour for us to even get into the house. When I called to ask how we were supposed to get into the house, I was put on hold for over 15 min, but they answered another member of my party immediately. We still need a resolution.
I originally booked through HomeAway and HomeAway transferred my booking to them. We were unable to take the trip due to Covid and they gave us a credit. When looking for a new booking I found that the selection they had was poor and the prices were high. They charge a cleaning fee, a booking fee and a damage waiver fee which totals $375 for a three night stay. Do not use Vacasa or HomeAway for that matter.
Mellisa, thank you for sharing your feedback with us. We regret to hear of the unfortunate issues affecting your reservation. Please know that your credit can be used to book any Vacasa home in North and Central America. We have agents available all hours of the day to assist with finding the best possible vacation rental for each guest's needs and budget. The booking and housekeeping fees help us provide 24/7 customer support, no matter the location. The damage fee is an insurance policy that helps cover any incidental damages that may occur. We hope to have a chance to impress you in the future.
HORRIBLE HORRIBLE HORRIBLE customer service
Really the worst management in the world
Totally unprofessional, no assistance at all, horrible
Really don't know why very nice local managements decided to go under VACASA!,
Mel, we regret to hear about your experience. We attempt to have prompt, efficient, and friendly customer service and are saddened to see we missed the mark. We hope to have another opportunity to impress you in the future.
No customer service live person. I have spent 6 hours on hold trying to get in touch with customer service to resolve a relatively simple issue. Neve get to talk to a live person. Cleanliness is also an issue in the home I booked very superficial and subpar
Thank you for taking the time to provide us with this feedback; we are so sorry for your poor experience while using our services. We truly regret to hear of both the disconnect in the care you received when communicating with our team. Please know that this is not the high level of customer care that we strive to provide our guests, and we make every effort to attend to our guests as quickly and efficiently as possible. At this time, we are receiving higher than usual call and email volumes, which can result in a delay in response. We are working to hire and train new team members to suit the growing demand better. Our text2chat number within check-in emails is also available to reach a live agent if needed. We appreciate our guests' understanding of this matter and hope to impress you in the future better!
We rented a condo through Vacasa in Pensacola Beach at Portofino Beach Resort. Condo was on 9th floor and directly above it on 10th floor, there was a remodel being done so from 9-5 we could not use the condo due to hammer drills busting up tile. The noise was so loud, you couldn't even talk. I contacted Vacasa and they told me they couldn't control what goes on in other units. While talking to one of their representatives on the phone, they complained to me about the noise because they couldn't hear me. After talking to 3 different representatives, the last one looked into it with their boss and text me back and said their is nothing they could do for me…. Didn't even call me back. They didn't offer us any off on the price or anything. We plan on giving them one more call and if they don't offer something, we will have to seek legal help with the 20 plus videos we took of the experience and the witness list we have gathered while there. Sad that we even have to waste our time, all we wanted was a good vacation.
Been here 2 days. Not given codes, no 24/7 support, no internet, no answer at office( even assured they would be there until 5), already had maintenance here to fix a bathroom fan & a missing vent in a bedroom. Have to waste another day to wait on internet company. Condo is old and smells. Bought cleaning supplies to get rid of the musty smell. DO NOT USE VASACA!
Janet, thank you for your review, we sincerely apologize for the issues you experienced during your time with us. We are saddened we do not have your reservation information as we would like to follow up with our team regarding these concerns. Please contact our 24/7 guest experience agents at 1-800-544-0300 for further assistance. We sincerely hope for another opportunity to better impress you in the future.
We were really excited to stay at a condo near the beach but when we arrived, we noticed a number of issues at a Vacasa property in Bethany Beach.
In short, the condo had a stale stench because the air was off for hours, days? The refrigerator was also OFF and we weren't able to keep our food chilled for HOURS. The tub was filthy. The tub was clogged and the water would not drain properly. The garbage disposal was broken and caused a food/water clog that ended up stinking up the entire first floor.
To make matters worse, Vacasa refused to make it right in a substantial way. $100 for our discomfort and inconvenience is a joke.
Vacasa does not care about my family or yours. They do not care about the guest experience.
They only care about money.
Please spend your money and time elsewhere. Awful!
Thank you for sharing your feedback, Joangel! We appreciate you letting us know there is room for improvement, and we are sorry for any oversight. We will pass your comments regarding our misstep in cleanliness and amenities onto our management team for review with our housekeeping staff. Also, please know that our 24/7 customer care line is available to dispatch local assistance or offer relocation should any needs arise upon arrival. We genuinely hope the compensation of the cleaning fee shows how we intend to create wonderful and clean visits, not stress and frustration. We hope to have another chance to impress you better in the future!
From the business
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.
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members
Thank you for taking the time to review your stay with us, Debbi, we hope that you had a great stay! We sincerely apologize for the communication delay you have experienced. We regret we do not have your reservation information as we would like to follow up with our team regarding these concerns. Please contact our 24/7 guest experience agents for further assistance at 1-800-544-0300. We appreciate your feedback and we hope we can better impress you in the future.