VacasaReviews 1,262

5 days ago I've send them a mail with subject "interested into booking" as we wanted to book a vacation rental but had some questions first. They did not answer even not after a reminder. So we simply will not book with them - not this time and never ever in future. I mean if they do reply to booking requests how would they treat you if you already booked and there is any problem?

A group of friends and I found one of their listings for the beach and we decided to book it. A day later, the friend that booked it received a message stating that the request had been denied as the property was unavailable so we booked another place. One day before our trip, our friend who booked the listing from vacasa received her bank statement where she saw her money had not been refunded and she contacted vacasa. We were told that their system was hacked and they were not the ones who sent us the message and that we were still booked for their listing. We spoke to several staff and even emailed them the message we received. They kept transferring our calls to different people and no one seemed to communicate with each other so we ended up telling the story about six different times. The last person we talked to told us we couldn't be refunded as we hadn't cancelled on time according to the cancellation policy. We explained a second time to her the situation and how we couldn't cancel as we had been messaged that our request was denied due to the property being unavailable because their system got hacked and that had nothing to do with us. She had no sympathy whatsoever and told us their system getting hacked was not their problem and that we were still bound to the listing. It was so frustrating dealing with all the staff, but it was absolutely infuriating dealing with the last lady we spoke with. We even told her we would take at least half of the amount back and she simply responded no. We ended up just giving up and hanging up. This has been the most unprofessional company we have ever dealt with, starting with their staff and all the way up to them making it our issue that their system got hacked. I would not recommend this company at all. A year ago I personally had to cancel a stay with them because their listing showed as pet friendly and after booking it I read reviews (thank goodness) where someone mentioned they only allow pets between certain months and the month I had booked it for was out of that time frame. You'd think that they would specify that on their listing but no. Thankfully I caught it on time and was able to get my money back, otherwise they probably would've made that my mistake as well. Do not book through them, they're terrible and very unprofessional.

Don't rent from Vacasa. I will say the house itself is beautiful but not worth all the trouble. We had our stove explode two times, it was something I had never heard or seen before. We will never forget it, that's for sure. I immediately tried to reach out to Vacasa, when I finally got a hold of someone they told me no one could come out to take a look at what was going on. Which was concerning because this was a safety issue. They told me in this case to cook on the BBQ grill outside(in the cold). I found an electric griddle and that DIDN'T work either. So we only cooked whatever we could outside. (We were left with so much food we weren't able to cook). The oven didn't work either. Apparently, it hasn't been after reading other reviews. The next morning all of my calls were forwarded to a voice-mail. Vacasa did provide compensation but it was not suitable in my opinion. I have made several attempts to have someone call me back regarding this matter and no one has called me back. This is a lesson learned, I will never rent from this company again. Extremely unprofessional. Also another thing I might add, I left a review for them and they have yet to post it so all their reviews must be hand selected.

We are very disappointed in the cleanliness of our rental, as well as others are, that rented in our area. Especially after their policy stated how well they clean and disinfect their properties! Will not rent through them again!

Very disappointed and will absolutely never use Vacasa again. I booked two homes through them for a basketball team. Both my reservations went through and all the sudden they were cancelled for no reason. When calling Vacasa they proceeded to telling me I couldn't reserve these homes anymore... What do they mean I can't reserve the rooms anymore? They provided no feedback. I asked to speak to the manager "Joseph" and he was worst then the rep before. Rude and no answer to canceling my reservations that I needed? How can they cancel your reservation and not give you a reason 2 days before your trip? Literally worst company ever. Don't waste your time with them, please use another booking company.

It would've helped to note in this order, that the unit was located:
-at the first building you see when you show up (because there are quite a few buildings on the property)
-up the first set of stairs, walk around towards the side of the building
-then up another set of stairs that took you to the back of the building
-unit is technically located on the second floor, even though it's #103 (100= downstairs, 200= upstairs)

The property was really large. We showed up around 10:00 PM, it was pitch black and no lighting. The whole place seemed deserted and that made it all the more scary for two moms with an SUV full of small children as it took me forever to find our unit. I had to use the flashlight on my cell phone to finally find our place.

There was no direct way to get to it. We had to park in the front of the "A-Building," then make our way up the stairs, through a pathway of snow, then up another set of stairs, a few more feet and finally up another two stairs before finally getting to our unit. If you are physically disabled when it comes to getting upstairs, this is NOT the place for you. It does not accommodate certain disabilities.

We get in and the kitchen trash was FULL. It wasn't taken out from the prior guests. So many of the glasses, cups and bowls were in the cabinets/shelves for us to use were absolutely filthy. One of the mugs was so caked in some kind of weird grease, I can't even describe it. We had to rewash all the eating ware by hand before we could use any of it because we were so disgusted. The water filter in the fridge needed to be replaced; the water did not taste good.

The sink in the main bathroom upstairs drained a little too slowly for our comfort. There was a BROKEN plunger on the floor between the sink and the toilet, so even if we had to unplug anything in case of a clog, it would've been impossible.

We stated that we had six– SIX– guests. They stocked us with enough towels for TWO PEOPLE. No extra towels or blankets were anywhere to be fold in the entire unit. The Wi-Fi was trash too. It was so slow that we ended up just using our cell data whenever we could. Get a better router.

I called Vacasa and waited over 40 minutes on the phone before speaking to a CSR. He told me that I would be "contacted by housekeeping 'soon'," that I could throw out the garbage myself if I didn't want to wait and that more towels would be brought over.

I was never reached out to again. The garbage issue was never resolved and we never got anymore towels. This was probably the worst rental experience we had ever been in. I don't know how we ended up getting routed through Vacasa as this was our first time using VrBo but if that's how this works, I will never use VrBo again.

We are literally in a pandemic. If you cannot even toss out the trash or make sure the dishes and other eating ware are clean, I cannot fathom how dirty the unit truly is. Seriously, the entire experience was so unacceptable.

I booked a home through Turnkey who unfortunately merged with Vacasa. Try getting them on the phone when there is a problem. Waiting for hours on hold. They tell you about early check in or late check out, but do not offer it, even when the property is not booked the day or days prior to your stay, or after. Would NEVER book a home through Vacasa again. VRBO from now on.

If I could leave 0 stars I would. Wife rented a 1 bedroom cottage on the beach in South beach, OR. $150 a night plus $100 cleaning fee. Cleaning fee for WHAT? Cabin ceiling, walls, cabinets and mantle COVERED in what we thought was mold, it turned out to be black soot from the dura flame logs they provide to guests. I could wipe the soot off fireplace with my hand. Wife is asthmatic and struggled our 2 days there. To many maint issues to list. Cabin could be a gem if it was cleaned and maintained. Hopefully pics show the story... not sure why pics are upside down, they are good on my end

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.

This is a review of "Charming Hillcrest Craftsman" in San Diego (Hillcrest). We have had an absolutely AWFUL experience here dealing with the rental company, VACASA RENTALS. It began with the kitchen sink not draining. Called at 9am, got through, as was told someone would be out today to fix it. The guy finally showed up at 3pm and was NOT a plumber nor did he seem to have any clue how to fix it. He spent 2 hours and told us he would have to get help. We left for dinner. He called to say that a plumber would come the next morning at 9am. He said the sink was functional but just backed up some. We arrived back and tested the sink. Soon the entire floor was flooded. The pipes underneath sink were not connected. We called him back and he agreed to come back to try to repair. We then called Vacasa, the rental company, at their supposed 24 hour a day emergency number. We spent forever on hold before giving up. Some emergency number! We got the name of the plumber who said he thought the problem was a toilet flange! He promised to be at the house by 9am the next morning. The plumber showed up and said what a horrible mess the original guy had made. He fixed everything in 15 minutes and we were good to go. I NEVER received a response to my emergency request to Vacasa for help fixing this mess. DO NOT RENT ANYWHERE FROM THEM!

If I could rate Vacasa a negative 5, I would do it. I contracted with Vacasa LLC in February of 2021 to manage the short-term rental bookings of my home in the Bear Lake located in Fish Haven Idaho. We had bookings from May 2021 through Jan 1,2022. During this time we had many issues that were communicated to Vacasa management locally and the general manager when the issues needed to be escalated. The issues included, 1) unauthorized use of our property without our knowledge for no pay and not documented with Vacasa, 2) renters upset because upon arrival they could not get the correct door code and Vacasa would not respond for hours, 3) our house being left unlocked/unsecured for days at a time, 4) cleaning not being completed even though Vacasa got paid, 5) items being taken from the property with no reimbursement, 6) arriving renters being left stranded for hours because they couldn't get a response from Vacasa causing them to write poor reviews, and 7) the most serious issue of our house being blocked from the rental pool calendar during the end of December 2022 for four days (again without our knowledge) because Vacasa was understaffed and didn't feel they could provide cleaning, thereby eliminating our house from being rented. I have texts, emails and photos to prove the issues that are explained above. The purpose of my complaint is to expose that Vacasa clearly paid no attention to local mismanagement issues, was unresponsive to renters being stranded for hours at a time, was irresponsible with the care of our home, and was unethical in hiding issues that were left to us the property owners to discover. In January, I was informed by Vacasa they would no longer represent our property. It was evident that they didn't like to deal with issues they caused and decided that ending the relationship would be easier for them than taking responsibility for valid property and rental concerns. We invested tens of thousands in our house during our contract period to enable Vacasa the opportunity to have more rental success in the coming years. By ending our contract related to issues caused by Vacasa, our investment is not leverageable and will cause us a great loss. To date, we've received no apology from Vacasa, only termination. The most unethical company I have ever dealt with.

Messaging only resulted in inaccurate information. Dates wrong, property wrong address, etc. Wait time to call greater than 1 hr. Agent friendly yet not able to correct errors with messaging. Never able to contact owners of property. Price close to double that of listing price.

I have had only two Vacasa managed rental experiences, both were bad.

We had property stolen from a Vacasa managed rental on one occasion.

On another rental which we canceled, we received no response and had to dispute the charge with our credit card company.

From now on, I will definitely try to avoid any rental that is managed by Vacasa.

This was most definitely the WORST experience we've ever had with a rental company, deserving of a zero rating. We had booked a condo in Hawaii before the pandemic (April 2020) through a different company (Condominium Rentals Hawaii). Due to travel restrictions, we had to cancel and the company rebooked us for the same time in 2021. Travel restrictions in 2021 again forced us to reschedule and the company rebooked us for April 2022. Unfortunately, Condominium Rentals Hawaii ceased to exist in 2021, and the rental contract was taken over by Vacasa. Vacasa sent us the final rental agreement on February 27 2022, 37 days before start of the rental. The Vacasa website lists two ways to cancel, by email or phone. I emailed them 4 times in the ensuing week, all emails went unanswered (first hint that Vacasa customer service was going to be a nightmare). The Vacasa website (and the final rental contract they sent us) clearly stipulate that cancellations must be made at least 30 days before the start of the rental. My email requests for cancellation and/or rescheduling were made >30 days before the start of the rental. When we contacted Vacasa by phone, they told us that the original contract from Condominium Rentals Hawaii had a 45 day cancellation policy and they were following the original contract. Accordingly, they refused to refund our rental fee ($2,283.93 USD) or even consider rebooking us for a later date. The experience with their customer service folks was very disappointing, especially in comparison to the company from which we originally purchased the rental. It is clear that they "let the clock run out" by sending us the final rental agreement at 37 days. It is also dishonest (fraudulent) that they impose the 45 day cancellation policy when the final contract clearly stipulates a 30 day cancellation policy. We will be seeking a legal remedy, but hold little hope for ever recovering our money. Vacasa is just a notch up from all the internet scammers out there. Save your money and book through a reputable company. Unfortunately, we had no choice.

We own a high-end 3 BR/3BA beach rental in Carlsbad CA and are totally frustrated with Vacasa! They made promises about rental revenues that were highly inflated. In the last two months, we have had over $20,000 in repair and commission costs and a measly $3357 in income. We made more income in doing off-season month-to-month rentals three years ago than we ever made with Vacasa as our "full service" [another broken promise] year-round rental manager.

I had to cancel a vacation that we originally scheduled through VRBO and Turnkey Co. Handled the property that we were going to rent in Miramar Beach in Destin Florida. We had to cancel this trip and another company had taken over turnkey, which was Vacasa. I have called 4 times since Feb. 2,2022 when i cancelled. Was told my deposit would be credited back to my account. Two weeks went by, called again due to no refund. Was told the 2nd time that who I talked with the first time didn't tell me the correct information. Was told they had to write a check to refund and it would be taken care of. Waited 2 more weeks, No check. Called again, was told it may take up to 10 or more weeks. Called again and was told it would take 8 weeks. Terrible communication and customer service. Was not allowed to talk to someone higher up or in the finance department. I will continue to call and get my full refund. Will never use this company - hopefully people with read reviews before dealing with them. This is ridiculous.

I arrived at this location yesterday.So far I've spent 1.5 hours (3 calls) on the phone trying to get the lower level thermostat repaired - it is 40 degrees on that floor.The rest of our party can't come until it's fixed. I've been hung up on (anna), tried troubleshoot the issue with another rep and a 3rd acted like the maintenance company would call me right away (yvonne). When you get through on the call they are nice and you think you're going to get help but I'm so far 0 for 3. Very frustrating!

Meer minutes after we reserved a Vacasa stay (via Booking.com) our credit card number was used for online fraudulent purchases. Our credit card company flagged a suspicious transaction, canceled the card and had to issued new. But one online purchase was processed before that happened, and we have now spent 2+ months challenging the charge. Will not book with them again.

If I could leave a 0, I would! We were supposed to stay at one of their properties from 3/6-3/10 and our flights were canceled 3 hours before our trip. We were unable to find another flight in that time frame. I talked to several people at the property. All very very rude who basically said your s*** out of luck. One lady actually laughed. They wouldn't give a partail refund or change dates. I understand policies but when something is out of your guests control you would think you would be helpful.
Also, after reading other reviews it soulds like its all around crappy customer service and terribly taken care of properties. We are currently disputing charges with our credit card.

WE RENTED A HOME IN ANNA MARIA ISLAND AND CAN NOT GET IN TOUCH WITH THIS ORGANIZATION. REVIEWS ARE AWEFUL AND NOW I FEEL TRAPPED!