Vacasa

Planned trip to a Vacasa rental in Yachats, Oregon was a disaster and we are out $1600+ for rental for 12 hours spent there. Yachats is GREAT. We highly recommend it in every way. Two of the four of us lived in Yachats for many years. Spectacular, beautiful, wonderful place to visit and live. Both the rental "Sandy Shores" and Vacasa, however, are substandard in too many ways. Vacasa reviews and photos show and describe a picture perfect, clean, comfortable place to stay beachfront on the Pacific. Many of the reviews describe the property as "beachy" and laid back. Well this is only true if beachy and laid back are code words for unclean, unsanitary, and unsafe. Windows "welded" shut with mold and rust. Rusted wall heaters cloaked in grime. Ceiling fans with caked with grime and dust. Fireplace flue with what looks like cracks and peeling paint. Ceiling light fixtures with lots of dead insects including over food prep area in kitchen. Oven with broken handle made it unusable. Toaster oven was grimy with grease. Multiple electrical plugs did not work at all. Etc. Etc. See photos. We had driven all day when we got to the rental at 6:00PM. After discovering the real condition of this place, we were appalled, disheartened, and stressed. We got very little sleep overnight and made the hard decision to leave and make the long drive home to northern Washington State. We four are seniors ages 75-80. We had survived/thrived through two+ plus years of the pandemic and didn't intend to get sick by staying in a sick, unsafe house. We informed Vacasa that there were significant health and safety issues with the house and we were going to drive home and would provide details and photos. Sent detailed message & photos to Vacasa regional manager Brian Hunt who did not respond. I left multiple voicemails and got no response. I sent hard copies of all communications, messages, and photos to Vacasa CEO Matt Roberts certified/return receipt requested. I verified with USPS that the packet was delivered and signed for as received at Vacasa headquarters. No response, no follow through, no contact. It has been more than a month now. Today, I decided I would give a heads up to other potential renters for Sandy Shores by writing a review with photos on Vacasa site. I have not found a way to do that from my Vacasa account or the aborted trip. So, I found Sitejabber and decided to post my experience here. It was an expensive lesson. We are out over $1600 for Sandy Shores experience. The lesson I learned is: Never use Vacasa. Do not trust the reviews or photos. Do not expect a modicum of professionalism or follow through if you are a customer. The four of us can heartily recommend both Airbnb and VRBO and have many, many years of positive experiences with both the rental owners and the companies.

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

Wow! That is all I can say after reading the numerous negative reviews. Lesson learned. We book our rental through Airbnb(a first for us). Our rental was handled locally through Vacasa. Did not think a thing about this, as since went through Airbnb all good right? No need to check out Vacasa. Well to start our original was cancelled a week prior to us due to arrive. Airbnb worked great to find a suitable substitute. However, roughly one hour prior to our check-in time we received a phone call. This call was to advise us that our linen service (part of our contract) was not going to be provided. Seriously, one hour til check-in. Not like we could travel back home six plus hours to get some. I was told they would credit us the cleaning fee. Nice. However I also requested and was told no problem to also be reimbursed the unplanned expense of purchasing bed linens, towels, wash cloths, dish towel and cloths for five adults. I was granted this, or so I thought. I spoke with the supervisor in charge at check in who also agreed with this. All verbally of course. Minor issue in the big picture all taken care of. Wrong. A day prior check out I again spoke with a a manager, got email address. Who advised steps for me to take. I sent via email our purchase receipt. A few days later, within the window I was promised she advised she had submitted the proper total, (cleaning fee + linens purchase). A couple weeks later, still no credit to our cc. Sent email, asking, no response received. Wife ended contacting her, was told it had been submitted. However she would not send her proof. Still nothing. After several calls to cc company. Ended up contacting Airbnb. Learned credit would have been sent through them. The very helpful Airbnb representative checked and found no record of a credit. They only found the credit we received at check-in since our substitute rental was less than the original. This is how respectful honest business is done by the way. We sent the Airbnb rep. Copies of emails from Vacasa that stated the amount and that it had been summitted, of our supposed credit. Airbnb ended up having to contact Vacasa to get this finally summited for credit to us. Now over two months later we have received our promised credit. Additionally, when we arrived at our rental the two cleaning ladies were still busy cleaning. Really? Did a poor job of sweeping too. Something she said they still need to do. Doubt they did. Also they left the previous renter's linens bagged up by the door. Never picked up. Wonder why your short linens?
Scanning through the reviews left it seems this is standard operation for Vacasa.
They (Vacasa) commonly:
1. Cancel rentals with short notice
2. Do a poor job of cleaning, including leaving used linens
3. Say they are giving a refund, credit, or reimbursement but do not without a fight

If you choose to rent anything managed by Vacasa, good luck! BUYER BEWARE!
Dissatisfied from Ohio

VACASA CANCELLED HALF MY RESERVATIONS IN DECEMBER 2022- JANUARY 2023
DUE TO HOUSEKEEPING SHORTAGE! NOW GIVING ME EXCUSES ON WHY THEY WON'T PAY OUT SOME OF MY CANCELLATIONS - ATTACHED EMAIL FROM VACASA.
Vacasa
At Vacasa we strive to be a partner who handles it all—from expertise in optimizing your vacation rental income to ensuring your home is exceptionally cared for.

We want to be transparent with you about a service failure we had in the Big Bear market that forced us to make the difficult decision to cancel a reservation(s) that was booked for your home over the December/January holiday season. For reservations that departed in December, we will credit the December statement you will receive on January 10 for reservations impacted by this failure. For reservations that departed in January, the rent will be included on the January statement.

For background, in 2022 we shifted our housekeeping services to utilize the support of a number of proven local vendors as we were having difficulty recruiting and maintaining our hourly cleaning teams. Unfortunately, due to a market-wide labor shortage which was compounded by weather conditions and safety concerns, one of our largest vendors was unable to support the last-minute guest demand that the Big Bear market experienced over the holidays and they did not notify us of this until 72 hours prior to our guest arrivals.

Canceling reservations is not a choice we made lightly. We worked 24/7 throughout the holidays exhausting all options including increasing our cleaning payment rates, bringing in personnel from other markets throughout California to support us and facilitating faster onboarding of new housekeeping vendors. We've had everyone pitching in—no matter their title or role with Vacasa.

Going forward we have identified solutions to avoid housekeeping shortages, including onboarding several housekeeping contractors, increasing rates and temporarily relocating a housekeeping team from another market. We want to be a partner you can trust to ensure your home is always guest ready and in 5-star condition.

Very best regards,
Steven Young

Upon our arrival we found a smelly, dirty, damaged rental unit on * South Padre Island

*Address redacted by admin

We rented from this company in the fall of 2023 for a 2 night stay at a condo in Silverthorne. When we arrived at this condo we opened upo the front door and immediately were taken back by the strong odor of urine in the air. It was obvious that a dog, that was allowed in the unit by the way, had left it's mark in the unit. The odor was so strong that it made my eyes water. We could not stay in this unit with this strong odor and the fact that we were staying there with a dog as well and we knew he would be tempted to mark over the spots this other dog had marked. We immediately contacted Vacas about the situation and asked for a different unit to to be switched over to. We spoke to a John at 3pm and gave him the info about the unit and we were informed someone would be getting back in touch with us. Well no one got back to us until the next day at 10:15 am, which meant we were forced to book a hotel room there locally in Silverthorne. Lorelei offered us a $75 refund for the inconvenience even though we had to pay $200 for a hotel room not to mention the Vacasa unit cost us almost the same amount per night that we did not stay at. We asked to have our money refunded and all they could offer us was $75, half the cleaning fee for a place we barely set foot. My wife told them if they could not refund us our money back that we would be disputing the charge on our credit card which we ended up doing. AGAIN DO NOT RENT FROM THIS COMPANY EVER! THEY HAVE HORRIBLE CUSTOMER SERVICE! THEY DO NOT BELIEVE IN THE TAKING CARE OF THEIR CUSTOMERS!

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.

Upon arrival on Thursday, we had no heat or ac. I called Vasaca and spoke with customer service. They advised me we only had central air. So customer service is not knowledgeable of knowing what the house actually has. It has central heat and air and has a heatpump unit that controls both. We cold not get the thernostat to work. It has no power. They sent out maintenance and she called and advised it needed a new Thermostat but the owner would not approve the repair. She wanted her HVAC company to come and fix it next week. Maintenance also told me that the owner was aware prior to our arrival that she disconnected the thermostat due to efficiency. The filter to the HVAC was filthy. I have pictures. So she's not concerned that we don't have any heat or a/c. I had my 82yr old parents with me who are both sick now staying in a cold house. I purchased electric blankets and electric heaters for the stay and could not run all of them in each room because it tripped the breakers. We tried to put in the bathroom, hallway and breakers tripped. Moved to living room and breaker tripped. They offered to relocate us to a home that has a flight of stairs that my 82yr old parents can't climb and had no parking and was an addtional 16 miles away from our planned destination for the morning. So that didn't work out and they didn't have any other homes to offer. We tried to go to a hotel and it was booked. I have asked the company Vasaca and Vrbo for a full refund no management has contacted me yet. The toilet in the guest bathroom runs continuously and we had dirty towels, and the bunkroom has no top sheets on the bed. No extra blankets in the home and no blanket on the beds. Nothing was fixed while we where there. I've called complained, ask for a full refund and no manager has responded. Poor ownership of the owner of the home and the management company Vasaca is no better because they don't have mangement willing to address issues. I highly do not recommend to rent thru Vasaca. They obviously don't care about the customer.

DO NOT BOOK WITH VACASA.
We stayed at the Village at Pallisades unit 2216 and booked with Vacasa. Huge mistake!
Our first frustration started with attempting to communicate with Vacasa morning of check in attempting to clarify simple basic questions regarding what to anticipate during check in as their directions via email
Were unclear. We've texted and emailed but no reply. We finally called the customer service line multiple times hoping to clear up some of our questions (a couple of them got disconnected and the Vacasa rep never called back). These customer service reps are actually headquartered in Oregon so they know nothing about the specifics of our rented unit. We finally went to Dave's ski shop at designated check in time where we're suppose to retrieve our key card, and the keycard wasn't there. We decided to do our grocery shopping and allow more time for them to get the key in place. Upon our return, it still wasn't there. We made more phone calls to Vacasa and finally a local rep called us back. He said he can provide us ONE key! I informed him that there are 5 of us who are staying in that unit and that we are all skiing. The whole purpose of staying at the village was so we can ski in/ski out at each persons timeline and having 1 key amongst the 5 of us was unreasonable. I think he detected my frustrations by this time and gave us extra keys. However, after finally getting into our unit those new keys did not work. Booking this unit through Vacasa had given us a very unpleasant welcome to the start of our vacation. We paid a lot of money to stay here and wasted a lot of our time. In addition to the key fiasco, Vacasa had failed to provide more in depth information to make our stay more efficient, e.g parking in the garage, ski lockers, local rep who can help us during our stay. To top it off, the small refrigerator they provided us froze all our groceries- vegetables, milk, eggs, yogurt, cheese etc.
Please do not book your stay with Vacasa. Horrible company. Book your stay directly with Pallisades where there are actual in person representatives who can help you.
We contacted the local/Tahoe
Lead/manager of Vacasa and expressed our frustrations and that too was a failed attempt. This vacation through Vacasa provided us with nothing but frustrations & disappointment. Don't make the same mistake. Vacasa has poor work and business ethic! Don't rent through them.