Vacasa

We stay on homes beach every year for a month. We have rented the same home for the last 4 years. My wife was alone on Sunday and the garage door broke. Her vehicle and golf cart were inside and she was un able to leave all day. After i arrived back on Monday we called vacasa. No one answers the phone locally and you are transferred to who knows where. We explained the issue with the garage door and that i figured out how to open it manually as i injured my shoulder doing so. The person on the phone said they would report the issue, and we would hear form the local person soon to determine what they would do. It was crickets the entire day as well Tuesday and Wednesday. With frustration building and we paid over 15K for the month to stay in this house and we had to unload groceries in a torrential rain storm because when i opened the door on Monday removed the vehicle and cart the door came crashing down in the middle of night so i was not going to open it again manually, so we decided to call back Wednesday and same frustrating issue transferred to who knows where, the person now said the notes said (to check the sensor) like we were born yesterday and as mentioned Monday - IT IS NOT A SENSOR ISSUE< as we explained now twice, not to mention no call back. The rep said same thing that a local person would come by or contact us. no word once again, We decided to drive down to the local office on Holmes beach to discuss with someone in person. It is a 3 story building and was on lock down as their phone system is so you can not enter it, as well no one on the first floor to let you in. My wife called another number that was on the door for owners and posed as a owner to finally get someone on the phone. A lady finally came down and let us in. We proceeded up stairs with her and were introduced to another lady. We explained our entire issue once again. Another lady comes around the corner and merely says she heard every thing and that the phone person (of how their own procedure is set up) did not create a ticket for this serious safety issue of the garage door. So out of both our calls to 2 different people no one wrote it up? Okay major fail if that is the story she is sticking to. Later that day a maintenance person came to the house. Of course he could not do anything and claimed he had to contact a garage door company and they would be in touch. We now only had 2 more days at this home and of course we heard nothing once again from a garage door company, Vacasa, nor the lady we spoke to that had our number. They need to work on their service response time, communication, and at the minimum a call back with a plan or a concern of what the issue is. Terrible service!

November 3,2023. Paid 399.00. Lost out on all of it. I rented a property thru VBRO and thought it was owner managed but found out after it was Vacas property management. The property stated a steep hill and if you rent up here in CA rippling springs, bear bear or lake arrowhead area you expect that. I come up often and no issues with that. I arrived at this property and the driveway was absurdly steep and not asphalted well and with many potholes and very narrow for my midsize suv. I felt it was unsafe for a single mom and her child to attempt. There were no pictures listed of this on the property. The pictures made it seem like it was a flat surface to park. If you can show where to park why not show the driveway so people can determine if it they feel it's safe to drive. I attempted it and just felt it was too dangerous for my car and my child and I as there is no railing on the narrow driveway and if your tire slips off down you go! So I reached out to the property management via phone. And I was hung up on. So I replied to a text they sent me and explain how u safe it was and how I was fearful for us to use that driveway. I didn't expect a full refund but I felt due to the false advertisement a partial refund was fair. During our 5 minute texting conversation they brushed me off and said too bad no refund. I then said I would at least like to leave a review to clarify this and warn others who might be in my situation. They told they would post my comments and concerns. I was not bad mouthing the property I just wanted to help others. I didn't trust them how they were replying to me so I said don't cancel the reservation. I'll leave it open because I felt it was the only way I could leave a review and they replied too bad we already did it and there is no way to reverse it! I asked to file a complaint and they brushed me off repeatedly. When I said I would complain to BBB they told me to call them. They did not even offer to help me find another place and I was forced to drive 30 minutes to big bear to find a place in the dark with a child in the car.

We stayed at Surfside Resort 2-1508 from 6/24/-6/28 Room in Miramar Beach, FL. While we were checking in there was a 40 minute wait due to 1 elevator being out of service. We were in the 15th floor so taking the stairs was not an option due to people with our condo having knee and back surgery previously. The code given to us did not work. We called the numbers on the email and after 15 minutes no one answered the other line. We had to go find security to get the code reset to get in. When we got into the condo the second bedroom temperature was at 89 degrees. There was stuff left in the sink. There was crumbs under the table. There was a dustpan left on the table. We notified Vacasa of the thermostat problem. Malik came and reset everything. Next day the second bedroom cooled down to 79. Still not comfortable. We found the bathtub water filled up while showering because it drain so slow. Then the thermostats stop working again for both rooms and it was 79 degrees. We also notified them of that and was told there was a power surge overnight. Ok that's understandable but by the nighttime the temperature was back up and very uncomfortable for sleeping. We just gave up at this point and do not plan to stay in this resort again due to management. The morning of checkout the cleaning people came at 8am and opened our door. We were not satisfied with this condo/management and it made the trip a bit uncomfortable. This place overall could use HVAC services amongst other things to satisfy its guest. I have a reference number of ******* that has done no good. We were told by Malik we will get a refund for cleaning. Fees are at $451, total is $1689.86. We were also told we would get compensation for the A/C issues. I am waiting to hear back from Vacasa regarding the entire stay. Vacasa has not called and I have called them 3 times and I get the same answer that local management is not in office and someone will call. They have responded to my BBB complaint and said they are not responsible for any of this. Don't do service with this company!

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!

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.

We trusted Vacasa to manage our ski condo. It's been a disaster since day 1 and I wish we never signed the contract. They went live with our listing without even telling us or us giving permission. They didn't answer any of our questions or emails. Because they went live with the listing and we received some really cheap bookings, we had to go ahead and pay $1,250 fee to our association for renters fee which expired two months later. We never would have gone ahead and rented the place during this timeframe, as it wasn't ready and it wouldn't have booked $1,250 in revenue to make up for it. SO, we got some cheap renters which we basically had to pay for. Icing on the cake - they came and had a terrible experience because no one at Vacasa gave them the information needed for the stay - not even the code to get in. So after all the work we put in to make our condo clean and new, we got charged for renters, didnt make any money and got bad reviews - not because of our property, because of the Vacasa experience. We try communicating with management, they take one call to hear us out and let us know they can fix it. We give them a chance. They never even get back in touch with us! We've emailed, we've called, we've texted... we can't even cancel this partnership because they won't get back in touch with us. I have never had such a poor experience with a business - I don't know how anyone that works there can do what they're doing. They shouldn't have taken on the business if they couldn't handle it. They should've fixed the mistakes that they made that we suffered from, they should at least be in contact and communicate what they said they would. I will forever warn anyone and everyone to not rent or have vacasa manage their property - they're criminals.

Requested a ocean front rental, got a bay view rental on the highway. No ocean sounds just traffic!

While I did not rent through Vacasa, the house I did rent was directly beside a Vacasa home. We arrived to our rental late Saturday evening. Around midday on Sunday, we looked outside to see our neighbors, the ones staying in the Vacasa home, were in our pool swimming! I went out to ask what they were doing and no sooner than I starred speaking, they immediately became defensive and said Vacasa property management had told them their home had a "shared" pool. Seeing as how our home was the only one next to them with a pool, they assumed this was the "shared" pool. I contacted property management to our rental and the entire time I was trying to explain to the neighbors that NO, it is a PRIVATE pool, and even while management was on the phone saying the same, they continued to argue and stay in the pool swimming. At this point, u wasn't sure if they were lying or if they were in fact told it was a shared pool, so I looked the listing up on the Vacasa website. Sure enough, they have "shared pool" listed in the amenities to this property and not only that, but they also had a picture of their home with this pool...although the home the pool actually belongs to had been cropped out! I mean, there is a privacy fence all the way around the pool, it is connected to our house, and the only entrance is on this property, so you have to be a little niave to think it is actually shared. Still, SHAME on Vacasa for doing this and misleading people! The property is called Sunjammer 244 and is located in Waves, NC in the Outer Banks. Our home is managed by Surf or Sound Realty and let me say they were AMAZING! The manager contacted Vacasa and spoke to the GM, who (surprise) acted like he couldn't believe the neighbors had done this. Of course they did! Why wouldn't they when YOUR listing says it?! This was an extremely awkward and uncomfortable experience for us and I imagine even more so for the neighbors. The ONLY reason I gave them the 1 star review is because I had to in order to leave a review. In the pics, you can see their property and then our pool.

Good – The house was nicely outfitted with good appliances, plenty of dishes, and good cookware / bakeware. The house is a little older, so some of the furniture and decor is a bit dated. However, there was absolutely nothing wrong with any of it. Additional perks are 3 bicycles, 2 kayaks, and PLENTY of beach chairs, toys, games, etc. Much better in terms of extras than I've seen in houses 3x this cost.
Bad – Vacasa customer service and the preparation of the house when we arrived. We were not allowed to check in early so that Vacasa could "ensure our housekeeping team has plenty of time between stays to thoroughly clean and prepare this home for you". This would not have been an issue if the house actually had been thoroughly cleaned and prepared. Instead, we walked in to find: Multiple beds with sand in them, clothing and trash under multiple beds, a carton of raw eggs on one of the end tables, and a dishwasher full of dirty dishes from the previous guests. After a day and a half of trying to get answers from Vacasa, which involved me having to chase them for answers and provide pictures to prove that these things were wrong, Vacasa refunded the $161 cleaning fee that we were supposed to pay at our checkout. It was nice that they did something, but this is hardly fair compensation for interrupting my vacation to clean up after their previous guests – including washing sheets on multiple beds so my children had some place to sleep.
Ugly – After checking out and driving home, my son realized that he left his wallet in the rental home. Completely not any fault of Vacasa or the homeowners. However, Vacasa refused to look for it or tell us if it was found unless I paid a "$25 non-refundable fee (whether the item is found or not) plus shipping costs". I was truly dumbfounded that a company would be willing to not tell you if they found a wallet with driver's license and credit card unless I paid them to tell me. This was my breaking point with the complete lack of customer focus shown by Vacasa.
It pains me to leave this bad review and hurt the owners of this nice beach house. However, like my family, they are going to be victims of Vacasa's poor non-customer centric attitude. In the future, my family will go with local rental companies or services that allow renters to deal directly with the home owners.