VacasaReviews 1,262

The management act like a bunch of entitled children. Terrible communication. Very rude. Terrible management! Can't wait to end my contract with them.

Unbelievably terrible. Great communication to get to list my condo. Since then, I've had numerous complaints and issues and have called, emailed, texted over 2 dozen times without anyone getting back to me. My requests were made to the manager, the sales person, owner support, 2 admin personnel.
They also have made my condo invisible to people that are looking, they have entered the premises of guests unannounced, complaints from guests of cleanliness, communication, internet, but worst of all the communication is non existent.

I had a condo booked that the owner sold and VACASA took over. I received an email with a price for the unit but when I logged on, the price was higher. I asked to add travel insurance and was told that I could not have it because it was too close to the rental date - what? It was not my fault that the ownership changed. The "customer service" rep was unwilling to do anything to help the situation. I will never lease anything associated with VACASA. They successfully ruined my vacation that was 2 weeks away.

They charged me a very high hidden fee of $220 for cleaning for a one night stay. The room was listed at $110. My card was charged for $450+ for ONE night. Which they refuse to refund in part stating that this is a fair price. It is not! This is an unethical business, trying to rub people of money for very high unjustified expenses. You can book luxury hotels for lower prices. Avoid at all cost! This is listed as lower price than luxury hotels when you sort by lower price on Booking.com for example. It is a trap!

They bought over our management firm and now levy ' other fees and charges' that they pocket. As it is we pay them 40 pct of our revenues, now it's more like 65 %. This is a strata, comprising several units, so difficult to just fire them without a protocol that takes a while. Engage at your own peril.

I took pictures of the nasty Covid nest and I called them. They said someone would call me back. No call. We left early and now they won't t take my call to get a refund on part of my stay. More pictures that wont upload snow dirty spots all over carpet and outside dining had coffee spill spots from previous occupant. Duvet cover on my bed was not washed so I took it off. Disgusting place!

I booked a vacation home for 4 nights in Brookings Oregon. Received a confirmation number but was unable to use my future stay credits on their website. I sent an e-mail asking how to use the future credits and they cancelled my reservation WITHOUT NOTICE. I assumed my reservation was still good and continued on planning our family get away. My son is traveling from Hawaii to the States to meet us (and our entire family). We have not seen him since the pandemic and now we have no place to stay. My other family members are staying at a campground (which is also booked). When I called to see what could be done about it, they couldn't help. DO NOT use this company. They have horrible customer service! Who cancels a reservation without telling the customer? This is just not okay.

6 months prior to our planned October 2021 vacation, we rented a property through Vacasa that met all our needs - really beautiful place. Less than 2 weeks before our vacation we receive a text from Vacasa that our vacation property is no longer available. This has ruined our vacation as we held in good faith to the terms of the contract, we would not have been eligible for a refund if we had canceled. We passed up other properties that could have suited our needs, only to have our reservation canceled. This close to vacation, there are only 1-2% properties remaining available for rent in our destination area and most of them condos, none of them meeting our needs. Vacasa offered to relocate us but sent us only 2 possible properties that were small and shoddy looking and in no way meets our needs - I'm wondering if they draw you in with fraudulent pictures of lovely properties and then relocating their customers to what they really have available, which turns out to be something you would never rent. The customer service agents I spoke with were rude and nasty and don't care a whit about the upset of the traveler.
If you are interested in having a wonderful vacation that you actually get to take, please do not book through Vacasa and if you are still tempted because you found a beautiful property, please read through the reviews to hear of the many others that have experienced this exact issue, one person having their property canceled as they were traveling to the property on arrival day. You will not be sorry if you heed this warning, but there's a great likelihood that you will be in my shoes of having your vacation canceled if you ignore this warning.
Lastly, the agents like to lie to you about why your rental was canceled on you. Told us the house was sold. Because we were paid in full and just 2 weeks out, we already had the address. Looked up public records - the house was not sold. Looked up real estate listings in the area - the house is not for sale. The next agent told me that it was because the well was dry and no one knew when the water company would deliver? What? What kind of nonsense is that?

VaCasa is a terrible Rental Management Company that rented out an absolutely disgusting, dirty home to my family (yes, even during COVID!) which has a poor, unresponsive customer service group that you have to chase down to deal with the issues they cause you and even still, provide no compensation or satisfaction. My family and I rented a home this summer at Sea Colony Bethany Beach, DE, through VaCasa from 8/21/21-8/28/21. We arrived to an extremely run-down home (4 BR, 3BA), after VaCasa mentioning it had been upgraded in 2020, that was completely filthy and grimy, to say the least. Per the photos attached, we came in contact with a coffee pot filled with old coffee grinds and tons of mold, soot all over the inside of the toaster, a greasy and stained stove top and oven, blood on the bedroom comforters and contaminated toilets (just what every guest looks forward to on vacation!). Who would have thought that cobwebs everywhere, bugs all over the house and stains all over the furniture would be the least of our worries!? After communicating the condition of the house to VaCasa, they replaced the coffee pot and toaster, brought blankets to the house, and offered to send their cleaning crew over, which should have all been done before our arrival. Their cleaning crew arrived later that day for all of 30 minutes, which everyone knows is not nearly enough time to clean such a large house in this horrible condition. Additionally, since we lost an entire day of our vacation dealing with VaCasa attempting to make this home more habitable, we asked that they reimburse us for at least one nights' stay, given this grungy house cost $7,000 for the week! Instead, VaCasa Customer Service offered a $145 reimbursement for the cleaning fee (laughable). In what world does it make sense to reimburse someone 2% of what they spent (just on the house alone!) on what was supposed to be a clean, upgraded home? Vacasa's website mentions "We take care of managing our homeowners' vacation houses so they can actually enjoy their free time (and their home when they want to). And our guests book vacations with peace of mind, knowing they're going to find exactly what they're looking for without any surprises." It's to my knowledge that Vacasa clearly does not take care of managing their homeowners' homes, we definitely did not find exactly what we were looking for (and what the Vacasa website advertises) and the home we rented was full of negative surprises. If you are looking for a clean rental home and want to have an enjoyable experience, unlike the experience my family had, I highly do not recommend using Vacasa.

*Personal information redacted by admin

My husband and I stayed at a condo managed by Vacasa in Ocean City MD. Despite the 3 story walkup we were looking forward to the rental. We were sorely disappointed.

I went into the kitchen on our second day to prepare dinner and found nothing but filth.

1) The measuring cup in the cabinet CAKED with dried food, looked like icing
2) ALL the silverware was spotted with dried and baked on food.
3) dishes were flaky with dried, baked on food.
4) glasses had greasy fingerprints on ALL of them and grime around the rims.
5) the silverware tray had crumbs and other debris littered throughout it.
6) floor was filthy. Could not have seen a broom/mop in weeks. My feet were black and covered in crumbs.
7) freezer had 2 cups half filled with wine slushies in the bucket.
8) ants on the living room carpet because there were crumbs under the couch
9) half empty capless water bottle under couch
10) bathroom floor also had not seen a broom/mop.

Contacted the main office and they asked if we would like housekeeping to come back out. Uh, no? We've seen how they clean. I spent over an hour cleaning an apt that should have been clean before we got there! I mean, thats what we pay for, right?

What really upset me was the fact that my husband ended up in the ER the night before we were to check out and I contacted the main office to see about the expired late check out offer. The local manager refused to re-extend it to us in light of our situation even though NOONE was coming in after us. You give us a filthy apt and then can't even extend a helping hand when we really needed it?!? The main office was able to give us an extra hour.

I will leave a bad review on EVERY forum I can find. OC Md Vacasa needs to look into their housekeeping. And i feel like the local management isnt very accommodating for anything. Disgusting.

We booked a cabin called Happy Place in wears valley tn. Near gatlinburg. We were to check in at 4:00 pm.we arrived after 5:00 pm to find them still cleaning.we were not allowed to go in so i called vacasa to see what we were supose to do. A man named george said i guess youll juat have to wait. I said so we are suppose to stand out here in the hot sun and wait? He replied yes.so i replied. So its ok for us to stand in hot sun and wait? He said yes. I told him i didnt like his attitude and he replied, well its too early to discuss reimbursment. I said i was calling to see what were to do.he said go get something to eat. Well at that point i just hung up.an employee with vacasa arrived to bring cleaning crew sheets and blankets. I told her about george. She called vacasa and told me they were going to contact me. I never heard back from them. Well when we got in there was blood smeared on bathroom light switch, none of the toilets worked. Had to go buy draino but still had to use plunger after every use. 1 out of 3 tvs worked, i sat on rocking chair on deck and it fell apart. Cooking utensils were dirty. So after we checked out i did the online survey of our stay. After telling them all this i got a reply... sorry for your inconvenience we will give you 10% off your next stay. Really? Like i want to stay there again? Dont think so. I still havent heard from them so i suggest using another rental agency.

Without a doubt this is the worst rental experience I have ever had. Right from the start the communication was terrible. A stranger was trying to get in my reserved room when I arrived. He was on the phone with Vacasa and a Vacasa agent reset the code to allow him in my room. He was in there for about an hour while I tried to work this out with Vacasa. My agent stated that whoever from Vacasa gave the stranger a new code was in gross violation for doing so. I had to kick the stranger out but the integrity of the COVID sanitary cleaning of the room was violated. He left a mess and sand all over the floors. The first thing I had to do was clean the entire place again. There was no corrective action from Vacasa. I then went to the pool which is basically the only amenity on site. We (including my two granddaughters) could not get through the locked gate due to Vacasa giving me an incorrect code. They told me I could not get a new code until the next day because the location manager was not available. I only had a two night stay and lost amenities for one day. The balcony door on the third floor room was broken and could not be locked. I replied to one of their text to me that I was concerned about an intruder and/or my 3 and 5 year old granddaughters going to the balcony and falling off while we slept. No reply from them.
Didn't sleep either night because the property was not secure. Everytime I had to call Vacasa they were in Oregon and I was in Florida. They basically could not respond to my needs or concerns. Property was also under construction. Floor boards were missing and trim lumber was in the closets. There were absolutely no instructions in the unit. No place to put garbage. No external dumpsters. Property void of everything. Even basic essentials like salt and pepper. This property was not fit to rent out. Nightmare stay with little to no support from Vacasa.

We are staying in Gulf shores at a condo we rented through Vacasa and we return after dinner to no parking spots in garage. When we rented the site said we would have two but in reality didn't even have one. When I called Vacasa the rude customer service rep said I could park at their office, which is 4.7 miles away. He also informed me I could Uber back to condo on my dime and that was the best he could do. Will never rent from them again.

Our friends and us rented a property in South Lake Tahoe over summer vacations, from Vacasa. Honestly, a royal headache and total bate and switch. Complete lack of QA check. Yuck.

We left after one night because of the horrid condition of the home - peeling furniture, broken furniture, dirty, unsafe sleeping conditions for any of our kids, broken deck, broken outdoor furniture and so on. Just horrible.

They agreed to refund us (over the phone) yet when it came time to get our funds back, we were surprised that so much was charged.

They completely removed the property from their site since it isn't in good condition, but continue to hold our funds ransom by not returning the correct amount.

So vacasa when will you do the right thing?

The pictures are deceiving. The long lenses makes rooms / beds look bigger than they are. Rooms and back deck were all smaller than they look in pictures. Refrigerator stayed lukewarm at best, the upstairs bed and frame were broken and the downstairs sofa bed cannot be slept on. LIterally is like sleeping on metal bars. On a positive note, the neighborhood and beach are beautiful. I would suggest renting another home though in this neighborhood. Absolutely do not get what you pay for. If beds, kitchen, were updated, this would be a good place to stay for a family of 6 or less.

I recently had a reservation with Vacasa and had to cancel due to an emergency. I had rental insurance on the trip but cant get anyone from Customer Service to return my call. I called Friday and talked with Carlesha and she told me to contact her back if I had not heard from insurance by 4 pm so I called her back and still no response. It is now Wednesday and I have been trying to reach her and Nicole but no one will return the call. Do NOT ever waste your time or money on getting their vacation insurance. This is very bad Customer Service and pray no one ever has to deal with this. I will never use or recommend Vacasa again.

My husband and I recently stayed at the Sea Colony Resort in Bethany, Delaware. We were in the Harbour House, Suite 702. We got to our room and immediately noticed the balcony was dirty and not cleaned, however, someone did come to vaccum the balcony and wipe down the tables. After she left, I decided to go take a shower and their was hair and some other particles in the tub in the master bedroom so I left to go get cleaning supplies because it freaked me out. After cleaning the bathroom, I decided to go in the kitchen and when I turned on the lights, the kitchen was filthy. The counters were not wiped down and the stove had not been cleaned. I opened the refrigerator and it was dirty as well. Again I begin cleaning the kitchen which also resulted in me sweeping the kitchen and the amount of trash that came up was sickening so I began to clean everything because it was apparent that no one cleaned this room. All they did was put up fresh towels. Don't even get me started with the trash in the living room on the carpet that was not picked up but I picked it all up including a used tube of chapstick. For the amount of money that was spent on this room, we were so disappointed with how little went into cleaning. I asked for fresh linens because I have no faith that the linens on the bed were changed. This property is too beautiful for this. Attached is a photo of the kitchen stove and how disgusting it was. I suggest a checklist of areas to clean for your cleaning crew.

I am writing in response to our recent stay with Ocean Reef. Where do I start?

My whole stay was a total disaster. Starting with getting hung up by phone 2x's. On Sunday, August 22nd, I called customer service at Vacasa to see if we could check in a little earlier. Responses from 2 different customer services associates was a hard NO. We had to stay at the airport an extra 4 hours and just sit. When we arrived at Ocean Reef, a house cleaner told us as long as we had the code to get in, we could have gotten in as early as that morning. Seriously Vacasa?

I was told on August 19th, when I called, that I had no chance of an ocean view room. The maid told us there were 3 units available. Seriously Vacasa?
Also, the customer service representative when asked if I could have the ground level, iterated, "Miss Curtis I am showing you have no stairs to climb and should be good to go there." I am 70 with a knee replacement. Good thing my friends helped and tolerated my health issue. Good for you folks I didn't fall.

When does 1 bed accommodate 4 people? Another issue. The drains were stopped up, the weather stripping was flapping in the wind, lights under sink and stove did not work. Topping this off with no TV service for 2 days.

Finally, this property allowed a transient to sleep in the laundry room and shower with the condos outside shower. The individual approached me and my guests asking for beer. Drugs and food. It was the "big" talk around the pool that resulted in a fight between the transient and one of the guests. My friend had an anxiety attack at this point and we stayed inside the rest of the evening.

Everything was great until I contacted Vacasa customer service. They were disrespectful because they hang up on me while I was talking. I called back and asked for the manger. The manger said she will lesten to the recorded call the take an action, but I think she didn't. She said she will call the property manger to fix the issue but no one showed up or called me. The customer service is disappointed.