Vacasa

Ready to cancel...
After SEVERAL emails no one has responded, don't answer the phone either will not use this site again

We had no running water for the first day and a half when we arrived. Then we had to pay $700 to fix it. The toilets could only flush once then would clog if u tried again and we were miserably holding in our need to use the restroom for 11+ hours. My mother was miserable with a migraine and vertigo for 3 days and the fact she couldn't shower or take a bath was horrible. We called many times and they hung up every time. Then finally once they answered they said the would send an email, and the email was BLANK! It was completely empty. Then after calling many times again they told us if we arent happy, we can leave. The heaters worked horribly. Not only did the heaters work horribly, they also were disgusting full of dirt, dead bugs, and other black stuff with a chance of mold. I was there with my mother, step sister, step dad, dog, and grandmother. The service and treatment we got was disgusting. They said the wouldn't pay us back for the $700 WE HAD TO PAY for their disgusting cabin. If we didn't we would have had no running water and would have rotted in the middle of nowhere. You couldn't even fill up that bath halfway because it would flood to the basement. We had lots of dirty clothes and bought detergent in advance, and after one use of the washing machine, we couldn't clean our clothes. I tried turning the fan on, and it almost fell. All the fans were loose. My step sister was laying down with the fan on because she was tired and was scared the fan was gonna fall on her because of how loose it was. A screw was not screwed in, in the fan. It swayed side to side when on. There is also an attic open with dust and there is no door to close the attic. It was supposed to be a fun holiday with our family and it turned into a holiday horror.

As an avid traveler AND an AirBNB business owner, I am really unimpressed with what I've experience with Vacasa as a traveler and would therefore never trust one of my rentals with them. First of all, when any property management company takes the place of an AirBNB or VRBO host, response time is a must. I contacted the listing host a few days prior to a trip with a question and just simply NEVER heard back. We arrived to a premium cabin to snowboard and work remote only to have no internet on the first day, though the place was advertised as having internet. In addition to that, we selected this particular place due it's outdoor space, with seating and views of the mountain. We expected there to be snow but assumed they would have shoveled the snow on the premises as a courtesy- wrong again. We arrived to 3 feet of snow surrounding the entire house to the point that hardly any light was getting in, twith the exception of a walkway to the door that had been shoveled. When requesting to have the patio with mountain views shoveled, they replied telling us to essentially do it ourselves. We spent hours of the first day shoveling the snow to the point of being sore. The worst part is that Vacasa is like one of those robo chats where you feel like you're not actually speaking to a real person. Since the host gives them the rules, they just have blanket "no refund" policies regardless of how they've failed to deliver, so there's literally no getting anywhere with these people should anything go wrong due to their negligence. For us, the place was clean which we appreciated and I think I should call out. But the personal feel of an AirBNB is lost working with this company and should you need help, good luck finding it.

We (family of 4) rented a cabin in Camp Connell. We drove 4 hours to get there only to find a cabin covered in snow and no path to get to the front door. We drudged through 3 ft of snow with our suitcases and made our own track. The code we were given opened the door. Once inside, the place was a disaster. The mess from the previous tenants had not been cleaned. Garbage cans were full, dirty towels on the floor, bedding on the floor, dirty dishes, fridge still had their food and crumbs everywhere. This place did not follow any COVID-19 cleaning protocols. After repeated phone calls to Vacasa, we were left on hold for over an hour only to be disconnected. We gave up and decided to clean the place ourselves. The only cleaner in the house glass cleaner. We had to wash all the linens and there were only 2 laundry pods left. We had 4 large garbage bags full of the previous tenants sitting in our kitchen. We received a phone call the next morning from Vacasa telling us that we shouldn't be there and that our reservation was cancelled, but they failed to inform us. They offered to bring us cleaning supplies, but they never showed up. Later, during our 2nd day, the power went out. We were without power for 24 hours. We used up what wood was left to burn and keep us warm. We all had to sleep on the floor in front of the fireplace. We were woken up at 5 am by the severe coldness in the cabin. The cabin was 40 degrees. We also did not have hot water. We were running out of food too. The driveway was covered in snow and there was no way we could move our car. The driveway needed to be plowed. After more phone calls and "on hold" sessions to Vacasa, nothing was being done. Fortunately, there was a snow plow in the area and he cleared our driveway and towed our car back to the main road. We were thankful for him! I was traveling with my husband to 2 young kids. This trip made me feel like I was trapped! Vacasa should be held responsible for negligence.

The layout of this house is extremely beautiful and spacious but this particular home is NOT well maintained and the home is smelly and dirty. 1st to arrive at approximately 5 pm to a front yard full of trash, see photos.
14 bedrooms and many of the TVs were not working, no connection. The blue suede couch broken at the frame and several ripped pillows. Many of the closet doors were broken only for one falling on my niece. The dishwasher was filled with smelly moldy mildew water. The entire oven door was missing. The towel bar was missing when shower door extremely loose. The pool screen was ripped, someone tried fixing with tape. Broken chair tossed outside pool cage. With neither pool caging working causing no entry or exit doors stuck and broken. There were 16 vertical blinds missing once closed for the night. The theater projector never worked during the 4/5 day stay. Not all of the games worked in the game room. The light switch was broken in the game room. The Star Wars room window was missing a screen. The Ceiling fan making loud ticking noise so wasn't able to use. Showers were draining slowly. Hot tub did not get HOT. There were holes in the wall and missing door knob at the theater room. There were 4 game stations with only one unit working but also a safely hazard with sharp pieces sticking out from the wall where the shelves should have been for the game units. The carpet was extremely dirty especially on the stairs and was smelly. The dryer hose was not connected properly causing lint to go everywhere in the 2nd floor laundry room. The Refrigerator had a large piece missing and was not getting cold. Someone from VACASA stopped by twice to address the issues with a Supervisor sitting in the car never to come inside leaving the person on their own knowing these issues were too much for them to fix. Both employees stated/promised a refund because the house was unsatisfactory and shouldn't been rented out in such condition. Both were extremely apologetic and SAD for us.

WORST CUSTOMER EXPERIENCE EVER - Dishonest Company with Unacceptable Service

Firstly, before our booking, a manager of Vacasa confirmed in our Airbnb chat that they can provide a mid-stay clean service for this property. A few days later, when we proceeded with the booking and payment of the property, I contacted them to arrange the cleaning. Their reply was that mid-stay cleaning is not offered as an amenity for this rental home even though we have mentioned that this service will be at our extra expense.

Secondly, three weeks prior to our arrival we requested a rollaway bed for one of our kids. Vacasa informed us that they do not keep extra beds and that they wouldn't be able to provide one. I've searched online and found a rollaway bed for rental but I couldn't proceed with the booking as I didn't know when/if a local staff would be able to receive the rollaway bed before our arrival. Although we found a solution to "our problem" on our own, Vacasa and local managers did not cooperate.

Thirdly, on the 22nd of October, we arrived at the house. After a fifteen-hour flight, our only need was to get in the house. Unfortunately, the code they sent us wasn't working. We managed to get in with last year's garage code (we stayed at the same property last year under a different management company), and we have no idea how that was even possible. After several phone calls with Vacasa managers, we've been informed that they missed sending us the garage code. Our check-in at this property didn't go smoothly at all.

Finally, when we got informed that our flight has been rescheduled, we requested a late check-out and we were told that late check-out is not available as the housekeeping team needs to prepare the house for the next guest's arrival. Once again our request was denied. We've searched on different platforms and the house had no reservations for at least the next two weeks.

No recomiendo esta Compania para las vacaciones de usted y de su familia. Muy mal servicio al cliente, Prometen de boca y no cumplen con lo que prometen, Mienten en todo tiempo a las familias acerca de sus vacaciones, tengo pruebas de todo lo que digo, mis ultimas vacaciones con esta compania hace 1 mes y medio fueron un desastre y nunca recibí por lo que pague para disfrutar con mi familia, un robo solo me robaron todo mi dinero y nos fueron capaces de ayudarme a recuperar nada de mi dinero cuando descubrí que me mintieron acerca de tener una piscina y acceso a una playa.

I do not recommend you this company for your family vacations. Very bad customer service, they promise word of mouth and do not keep what they promise, they lie to families all the time about vacations deals, I have proof of everything I say, my last vacations with this company 1 month ago were a disaster and I never received what I paid for it to enjoy with my family, they only stole all my money and they were not able to help, even to me recover any of my money when I found out that they lied to me about having an available pool and access to a beach. All is a lier.

We bought a vacation home in Orlando, FL in March 2021, an 8-bedroom, 5-bath, carefully-themed home with a private pool in the Championsgate community. We interviewed several property management companies and were lured into choosing Vacasa by marketing ploys like free linen program service for a year and seemingly advanced technology and experience. Worst. Mistake. Ever. In our first year, our local property manager changed three times, and every transition led to significant deterioration in the care of our home. Large items (themed comforters, $200 pod swings, Fire TVs, dining room chairs, coffee pots) would go missing, and we'd learn about it through an unhappy guest review. Vacasa was constantly billing us for these items rather than the renter's insurance that we paid extra to cover these issues, and getting reimbursed largely proved a futile effort. In June 2022, we received a $1200 water bill, when it's normally $250 even when the home is full of 20+ people. However, upon investigation, the home was supposedly completely unoccupied during the period of highest usage. I contacted my property manager, and it took her two weeks to get back to me after half a dozen e-mails, phone calls, and texts, including adding the general manager. It took Vacasa over a MONTH to FINALLY call a plumber, who discovered that multiple toilets were leaking severely. My PM promised numerous times that I would be reimbursed for the outrageous bills since they failed to take prompt action, but as of Sept. 14, I have NOT seen that money, nor have I been reimbursed for $500+ of guest damages that should have been billed to the insurance company. The general manager never bothered to return a single e-mail or phone call. Owner services would talk sweetly and make all sorts of promised, but nothing improved. Our contract with Vacasa ends tomorrow, and we're selling our home. When the realtor went in to see the home, he found that the back door had been left completely open (in the middle of the summer), there were roaches, and he found a leak in the kitchen ceiling that had caused significant damage and had to be repaired. In other words, Vacasa is HORRIBLE. For a 20% fee, I expected a higher quality of professionalism, communication, and service. They are understaffed and completely inept. Don't hire them to manage your property, and honestly, don't rent from them. The homeowners are likely doing their best, but the management company is completely untrustworthy.

This is just another poor review for Vacasa that I now see if not unusual for them. This is quite possibly the worst company and worst customer service my husband and I have experienced.

We reserved a Vacasa rental home ski in/ski out in Steamboat Steams, CO back in July 2021 for a ski trip that we're planning to take over President's week 2022. At that time we were noticing that things were starting to book, so we made sure to reserve 7 months in advance of our trip.

7 days prior to our departure my husband received a notification on his phone (no courtesy call from the company) that the owners of the home are planning to stay in the house that week and basically we have no place to stay during the busiest week of the winter for our planned vacation. I didn't even know this scenario was possible! Flights are booked, other family members are planning to fly out and stay too, and we're scrambling last minute to find a place to rent one week before our departure.

All Vacasa told us was that they would refund us and if we find a similar Vacasa property they will cover the difference. Surprise, surprise, there are 0 rentals through Vacasa in the location we're staying. The ONLY property available was not a Vacasa home and was double what we had paid. They told us they wouldn't help us cover it.

We escalated from the service rep to the manager and eventually to the Director level. We had to fight tooth and nail to get them to cover half the difference. My husband spent hours on the phone with them and the whole ordeal caused a lot of stress until we had the new place booked. It was literally the only place left in the area we were staying in and was double what we were looking to spend, but we felt we had no choice. We're now out thousands of dollars and basically paid for a property as equally nice as the one we originally booked, but with an inflated holiday price for people desperate to find something (like we were). If we ever see the Vacasa logo on any other properties we're looking to rent we'll run far far away. It's not worth the stress to deal with this company and they need to figure out a way to penalize homeowners when they do this. I will NEVER book a Vacasa rental in the future and will be advising friends and family to stay far away. I would hate for another family to have to deal with the stress that we went through.

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.