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.
Do not ever rent from this company. We booked a beach house in January 2021 for a vacation in June 2021. We got a text message, not a phone call, A TEXT explaining that our rental had been cancelled. This was 1 week before our scheduled vacation. My entire family had already taken off from work. Vacasa refused to do anything to help us and has ruined our family vacation. This is shady business practices at best and extremely unethical.
I would have given zero stars if it would let me.
I can write a book about my stay. Bugs/ roaches/ bed bugs/ pee stain, dirty towels/ bathroom, you name it. According to their senior specialist Molly "due to the nature of the island this is normal."
I don't even want to waste my time sharing my experience, all I can say is save yourself from this rental company. You been warn. If you see Vacasa just run the other way.
I have enclosed 4-5 pic out of 22 to give you the idea.
Thank you, Rita, for sharing your feedback. We are sorry to have been unable to provide you with a pleasant and relaxing vacation experience. We strive to maintain a standard of excellence in home cleanliness and upkeep for the comfort of our guests, in addition to being readily available to assist in addressing any questions or concerns that might arise. We appreciate the opportunity to address any outlying concerns with our local team to ensure our service standards are thoroughly met. However, please know that this is not commonplace, and we will be sure to follow up with our team to retrain our staff on our premium cleaning standards, ensuring it is implemented for every guest. We look forward to hosting you again for a much better stay!
Rented sea terrace in ocean city. Brought my daughter and her 7 month old... Dirty carpets we couldn't even let the baby crawl around without a sheet being down. Dirty dishes and dust piles everywhere. After covid you'd think they would take better cleaning precautions but the place was filthy. Tried to call management because lock box wouldn't work they were clueless. Overall left a bad taste in our mouths will not be renting from them again.
We apologize, Kari, for the house not being cleaned as thoroughly as is our standard. Please know that local staff can assist with any cleanliness issues you encounter while in the home. We hope to get the chance to host you again! Thank you.
Was promised refund to use towards my next booking and they would not let me use it for jan 2022 charged full price one agent said was ok to use other agent denied
Hello Michael! Thank you for your feedback. We are genuinely sorry for any misunderstanding regarding your future stay credit usage. Our team was notified of proper procedures and protocol to ensure our future guests are satisfied and receive a well-deserved trip. We hope this did not cause too much inconvenience and look forward to finally hosting your vacation stay!
Booked 9 person NC beach rental home through VRBO then received Vacasa email confirmation.
After taking my deposit Vacasa insisted all guests sign a Guest Attestation form. Vacasa never sent an attestation form.
Vacasa insisted the rental lease be signed with attestation form or deposit would be subject to forfeiture. I repeatedly requested an attestation form. 3 times we went back and forth. There never was a Guest Attestation form. Rental agreement rejected with threatening forfeiture language.
Rejected. Rejected. Rejected.
Finally told my issue was kicked up to the supervisor and a special dispensation was issued.
They explained, like I was an idiot, that the a Guest Attestation form was the Rental Agreement. Nobody ever said that before. There was one signature line on the Rental Agreement.
Then they deducted second installment for payment from the same card that I used for the deposit. No notice, just go out and 'snatch.
If you see Vacasa, then run away.
Hi G. M. First, we apologize for the miscommunication and issue surrounding the Rental agreement, as every guest must sign this before arrival. The Rental Agreement is located within guests' Trip Planner, which also lists pertinent information regarding directions to the home, codes, and check-out instructions. The customer service you received is not indicative of our world-class customer service as we strive to resolve and rectify problems for guests. We have completely revamped our training to ensure guests' safety and comfort are our priorities. We hope for another opportunity to host you for a much more positive and stress-free visit!
The property was not cleaned before arrival as promised: sheet rock work left dust across everything. The carpet is worn and stained. Kitchen faucet needs replacement and bathroom sinks drain slow. Apparently VACASA recently took the property over and "the owner wants to get a few rentals under their belt before they update it". Unfortunately we booked before updating had started or was completed.
The location itself is idea, quiet, and the grounds are emaculate.
Thank you for your valuable feedback, Scott. We regret to hear the home was in this condition upon your arrival, please know this is not the experience we wish to present our guests with. We have shared your comments regarding the updates needed with our local manager who will work with our homeowner to make any necessary improvements. We look forward to hosting you again, for a much more enjoyable stay.
Terrible company will never recomend they call me today to let me know my condo has been canceled 2 days before we are suppose to arrive how crappy
Hello, Logan. We're so sorry for the difficulties you experienced while using our services. This home had an emergency concern that was not able to be addressed prior to guest arrival and to ensure the safety of our guests, we were unable to host you in the home. We regret that there were no alternative options available for your party and that a more efficient resolution was not able to be addressed. We hope to have another chance to better impress you next time.
Rented property from Vacasa, arrived at property and hot tub was filthy, slimy and dirty. Called immediately and lady said that she would get someone on it and call me back within the hour, never heard from her to make long story short spent 3 days of my 4 day vacation making calls and talking to several different people and text trying to get the hot tub repaired. Finally on the 3rd night hot tub was fixed so we only got to use the hot tub 1 night and the company did nothing to help us or compensate for our loss time of the hot tub.
Thank you for sharing your feedback with us, Angela. We sincerely apologize for any inconvenience caused by the delay of the hot tub repair during your visit. We aim to rectify all concerns as they occur and remedy any issues our guests face in a timely manner and will be sure to follow up with the appropriate parties regarding the follow-through you experienced. We appreciate this feedback and welcome the opportunity to improve our homes and services for future guests. We hope to have another chance to better impress you in the future.
As you can see from their reviews which I regret having not seen before booking my reservation with them, they will take your money, wait until the last minute and then cancel your reservation so they cannot otherwise accommodate anything and then keep your money even longer before getting you refunded... it is a total scam... please be very, very frightened!
We regret to hear of your negative experience with us, Susan. Please know we refund all reservations that need to be canceled due to unforeseen circumstances leaving the home unavailable, and another home is unavailable to move our guests to. We regret that the alternative options offered were not suitable for your stay and that a more efficient resolution was not able to be agreed upon. We hope to have another chance to host you in the future, for a truly amazing vacation.
We booked a beach condo and we received an email two weeks before our trip that said we couldn't have it because it was under repairs. We made another reservation for a beach house later that week and we received an email saying that someone has now reserved it. This company is a joke. They don't honor reservations. What's the point of booking anything with them?! Stay away from this company!
Hello, Gregg. We know that having your plans disrupted is stressful, and we do everything in our power to ensure your trip can go as planned. This home had an emergency maintenance concern that we were unable to resolve prior to your stay. We are so sorry that you also experienced issues with the second rebooked reservation- we can only imagine how frustrating that was! We hope you were able to call our 24/7 Guest Service line and receive assistance with your reservation - we are always standing by ready to help!
This is the worst company to rent and trust your vacation with. We are three weeks away from our trip, and received an email yesterday stating our reservation had been canceled. When contacted, they claimed it was the owner who canceled without explanation, and they did not have any properties available for us to switch to. This is unacceptable from a company that is supposed to be one of the best in the world. Upon researching, I have found many have the same experience which is not right! Starting to believe this company may be scamming people.
Thank you for your review, Annesia! We are so sorry for the last-minute cancellation of your stay. This is certainly not the typical experience our guests can anticipate 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.
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.
Hello, John. We are disappointed we were not able to host you and find alternative accommodation. Please know we do everything possible to host our guests and to keep them informed. It is noted on all third-party bookings sites who is the property manager. We apologize for the inconvenience.
Wouldn't leave a star if it was up to me. Booked my daughters trip 2 months ago. Family took off time from work and my daughter picked out the house cause she wanted to stay there for her birthday. Today, 10 days before our trip they say our reservation has been cancelled due to a pest problem. The only option we were left with was to downgrade from our 4 bedroom house with a game room horseshoes fire pit hot tub ect. To a 2 bedroom home without any of the amenities and they only will refund us 56$ for the downgrade. Either that or cancel my daughters birthday trip. I wouldn't book with them especially if you are taking time off and planning in advance. They might cancel your reservation and leave you option-less. Was planning on booking a huge spot for my wedding party this summer and we will definitely not being doing that after this experience. They had many chances to make it right and have continued be difficult. I'm also wondering what kind of pests might be there that take 2 plus weeks to exterminate...
Thank you for taking the time to share your feedback. We are sorry for the poor communication surrounding your reservation and regret to hear this was your experience. We strive to have excellent, guest-focused service and we apologize that we missed the mark this time. We regret that the alternative options presented were not suitable for your party and that a more efficient resolution was not able to be addressed. We do hope for another opportunity to better impress you next time.
Thank you Vacasa for ruining our trip to Park City and canceling our booking last minute for no reason.
Back story: I'm traveling with my assistant and service dog for visual impairment full time for many years. 3 of us decided to stay at Park City, Utah for a few days and had to book a house last minute (the same day check in). Service dog was confirmed by the agency by the phone and in messages. After the payment and confirmation email we called the agency for "identity verification" but after providing my name and DOB agency representative told me that "verification is not passed" and they have to cancel the booking.
We travel full time all over the world for many years and never failed to get any verification. Agency didn't explain how they verify the identity and refused to solve the issue or at least offer other ways of "verification".
As a result we were left with no home at a hight season (it's very hard to find anything pet friendly so fast - even a service animal) with money withdrawn by the agency who refused to accommodate us for no objective reason. No confirmation letter for the refund was sent and no representative ever called us back to inform us about the refund being made.
Thank you for your review, Justin. We do take our guest's privacy and security seriously and do require identity verification through a secure company. We are not provided the reasons why someone might or might not pass. We do provide a confirmation email confirming the cancelation and refund amount when we are not able to host someone. We do allow all ADA services dogs at any home. We apologize for the frustrations.
VACASA, so difficult to work with, they get your money, and they ignore your requests for info. When we booked, this property it was pet friendly, Then the day before we are to arrive, they tell us it is not, as the reservation rules were changedThey take extra $ (300$) for our small dog even though you have insurance. A wave from it all, was very nice, clean, but no place to put groceries for 3 weeks, a dryer that took 3 hrs to dry a towel,! We also have to wash our own sheets, no blankets on beds. Do we put up a clothesline? Nothing to sleep under, except worn bed covers. They have no lamps here, but were provided on request. Bright ceiling lights, and no way to turn them down. No instruction of how to leave the house, dishwasher, garbage, etc. things of interest in the area, nothing! The people that were here before us, had the same complaints, according to our neighbor at the rental. We were so stressed by the time we finally traveled the 1000 mi, had to leave our small dog with friends in Naples! We practically had to beg for the directions, address and door code. NEVER again will we book anything through VACASA! The Horner's at "A wave from it all" in Marathon.
Thank you for your review. We are disappointed to hear of the negative experience you had while using our services. Please know this is not commonplace and we strive to provide guest-focused customer service and stress-free homes for our customers. We are sorry to hear the home did not meet your expectations. Please note the listing description, virtual tour, and photos are up-to-date and accurately describe the home so guests will not be surprised upon arrival. We apologize for the frustrations and hope we have the chance to impress you in the future!
I canceled a reservation with vacasa after an hour of booking for 2380. 00, it was a free cancellation and I am still waiting 2 weeks later for my money. I have a family member in the hospital and need the money since it over withdrawn my account. I called, I emailed and contacted the better business bureau and filed a complaint. When I called yesterday they said 3 weeks for me to get a check after I have been waiting two weeks. Don't book anything with them, they are crooks
We are so sorry to hear about the delays you've been experiencing in regards to your refund. To clarify, we are typically able to refund our guests directly back on their cards which is a quick and easy process. However, there are rare instances where we are unable to refund on the credit and must mail out a physical check. Mailed refund checks take about 4-6 weeks to arrive due to mailing time and the financial processing on our end. We completely understand the inconvenience. Rest assured your refund is on its way!
This is the worst company I have ever had the displeasure of doing business with. Zero integrity and zero accountability. They are nothing but lying thieves all the way up the chain. If you are looking for a management company, do not consider Vacasa an option. They cost us thousands of dollars in damage and nobody there cares! RUN in the other direction or you will be so sorry!
Hello, Lisa. We are so sorry to hear that you were so dissatisfied with our services and your overall experience with us. Please know that we take pride in all of our homes and we strive for top-of-the-line experience and satisfaction for our owners as well as our guests. We appreciate all comments and hope to better impress you in the future, given the chance. Thank you!
We wanted a cabin in the woods with a hot tub near Blue Ridge GA. After looking at rental property we decided to stay 4 nights at the Roost. The hot tub was not full and when I turned the jets on, water was shooting 3 or 4 inches above the water. The cabin had a lot of spider webs inside and all over the deck, which doesn't justify the $100 cleaning fee we were charged. The TV and stereo had 5 remotes with no instructions, we never did get the TV to play. I called the Customer service # after we checked in to report the damage we found. Lamp shade broken, hot tub not full, refrigerator handle broken, bathroom light globe had? Black dirt/spiders still not sure and the spare key was not in the cabin. Customer service refunded $100 for the cleaning fee, but we still didn't enjoy the vacation cabin. Never again.
Hello, Ricky. We are disappointed to hear this was your experience and this is not the high standard of guest satisfaction and cleanliness that we hold ourselves to. We strive to provide the best vacation homes and experiences possible and sincerely apologize if this visit did not meet your expectations. We will use this feedback and experience for training purposes in the future and hope that you will allow us a second chance to host you for the incredible vacation experience we are known for, in the future.
We rented Paradise on Patricia Ln in Marathon Florida for a local wedding. On first arrival the property looked aged but acceptable. It went downhill from there.
Throughout the apartment were broken or damaged things. The walls were damaged although minimal it was not acceptable. The dryer lint filter was damaged and snagged clothes and cut my fingers. Several lamps didn't function, the tub had a moldy bath mat. No toilet paper, laundry or dish soap.
Then there is the queen bed. It wasn't a bed it was a bowl. On inspection, the box frame was busted and the mattress was destroyed. We moved to the two twins only to find them like concrete and so we crashed on the couch and day bed. There was no sign of care, just minimal cleanliness and it is doubtful the owner cares.
Only positive was location. Avoid this rental!
As for VACASA- The original rental was for April which was cancelled due to Covid. They gave me a full credit but only 90 days to book. We weren't even out of quarantine! When we reschedule the wedding and I tried to rebook, it was a nightmare. No one would answer the phones and when I finally got a representative they had to idea about my limitations and seemed confused about how to book my credit. I still have almost a $900 credit with them but they will not refund and I will not rent from them, again. So there is nothing good about this company.
Thank you for taking the time to share your feedback, Denise. We are disappointed to hear you had a negative experience while using our services, please know this is not our standard. We strive to have excellent, guest-focused service and we apologize that we missed the mark this time. At the time, we were experiencing a much higher than normal call and email volume, leading to severe delays in services. We have since added additional team members to better assist our guests as quickly and efficiently as possible. We have since updated our cancelation policies taking into consideration the Covid-19 virus and travel restrictions. Please note the cancelation policies are included within the booking details and should a guest have any questions, our guest services team is available 24 hours a day to help. We hope you'll give us another chance to impress you next time.
Skiscape Steamboat Springs - Home was dirty, no response from management, starter supplies consisted of used toilet paper rolls, no maintenance after hours even if it involves the heater. No on-site or local management co - phone call only and very unprofessional. I wish I had seen these reviews before I booked with them because it seems to be a consistent problem.
Hi, Teri, thank you for taking the time to share your experience with us. We sincerely apologize for any disappointment regarding the cleanliness and supplies of the property. Each home comes stocked with basic cleaning and bathroom supplies, including toilet paper, paper towels, and dish soap. Please know that we take cleanliness and service seriously and will be working with our customer service and housekeeping staff to ensure these things do not arise in the future. We do have local staff available in every area we manage a home, however, they are usually out in the field and not always available to make or take calls directly. We encourage guests with any questions regarding their stay to reach out to our 24/7 Guest Service Line. We appreciate your feedback as we are always seeking the opportunity to improve for the future. We hope you'll give us another chance to impress you soon.
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.
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Hi Blair. We apologize for the last-minute cancellation of your reservation. We make every effort to honor each 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 offer a full refund as available. Again, 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.