I would leave zero stars if I could. Do not rent through this company. Even if you purchase insurance and have to cancel more than a week in advance they will not refund your money. I am filing a BBB complaint next. Customer service puts you in a loop of recordings, text messages and emails. They drag the cancellation process out so that they do not have to comply with the insurance agreements. STAY AWAY from them.
I rented in Myrtle beach worst experience ever place from the 90s dirty the furniture broke blood on the blankets complained and ask for my money back and was told no don't rent here they could care less of you they get there money and your done I didn't even get towels and toilet paper for a weeks stay! Worst vacation I waited 2yrs for this mess
Vacasa cancelled our reservation 8 days before we arrived. We booked months before and paid for flights and rental car. Supposedly getting full refund but no compensation for this huge inconvenience to hustle and get another rental only days before the trip! They said the owner terminated their contract with Vacasa. How unreliable. Why is there no protection for the renter in cases like this? I won't ever book through Vacasa again.
Carly, thank you for sharing your feedback. We apologize for the last-minute cancellation of your reservation. We make every effort to honor each of our 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 guests' stay, work with the guest to move the dates of their stay, or provide a full refund as available. 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.
I booked a house for 13 nights. Towards the end of the second week for some reason, Vacasa said that we have to leave the house. They made up a bunch of reasons. Every representative I spoke to told me something else. One representative even told us that we can stay, so we went on a trip. In the middle of the trip, I got an email saying that if we don't leave shortly then the authorities will come down and evict us! Vacasa is not recommended and they are mismanaged and they will charge you extra fees and back out of the contract. DO NOT RENT FROM THEM! They are pure scammers!
This is probably the worst run vacation property management company I have ever dealt with.
We had reserved a property two weeks in advance with a heated pool. 18 hours before we arrive they tell us the pool (inground) has a leak and cannot be fixed in time for our rental. They offered to give us $200 compensation on a $4000 rental. They would not budge.
Needless to say we asked for our money back.
I called about several problems - all I got in response was "we are escalating to local management". We ran out of propane gas for the grill in the middle of cooking burgers the first night - no gas replacement ever showed up for the rest of the week. We were missing two blankets -- They never showed up. A towel bar came off the wall in one of the bathrooms. We were allocated one towel per person, This was really the WORST service - actually, lack of service - that I have ever experienced. This rental was not cheap, by the way. And, they expect you to bring your own toilet paper. AVOID THIS COMPANY.
This is a warning to avoid renting any property from this management company. We had the most frustrating and scary situation in the property we rented, we never found the unit and walked 2.5 hours around a complex in Hilton Head SC. We gave up and returned the keys immediately and clearly communicated our experience to the management office. They are refusing any sort of a refund and clearly do not care. If I could give them 0 stars I would. Good luck if you rent from them.
Hello, Maureen. We are disappointed to hear this was your experience while using our services. Please note we provide detailed instructions on finding the homes in our check-in e-mails. We are available by phone and text 24/7 with any issues a guest might have. We are disappointed you did not contact us directly so we could assist you in finding the home and getting your vacation back on track. We hope you will give us another chance in the future to impress you!
As a group of 6 guests we stayed at Fir Cone Lane 3, Sunriver, Oregon during September 6-9,2022 period. This place was infested with mice all over the house. They were spotted in our bedrooms and on the last day they were running around in the kitchen where we were able to take several date/time stamped pictures of them.
In addition, the carpets were covered with dark stains all over the house bearing long stretches of hazardous buckles extending across the different parts of the living room exposing the guests to a very unsafe and hazardous situation. We immediately called Vacasa, and notified them of such serious problems. Furthermore, the gas tank in the grill was empty, the toaster was broken, not all the settings on the stove were working, the hair dryer in the master bedroom was dead, the dish washer only worked on light mode and nails were sticking out on the deck.
Poorly maintained and managed.
Arrived to the condo and immediately noticed a rotten stench in the air. We determined it was coming from the dishwasher and sink. The drainage was clogged. We notified Vacasa and requested maintenance. They gave us a lot of excuses and never sent a maintenance person. We had to go mask the scent with cleaners and clean out the stinking sink ourselves.
Vacasa never explained why the did not send maintenance. And they flat refused to provide any compensation for our troubles.
If you rent from Vacasa you need to be prepared to repair any maintenance issue on your own. Because Vacasa will refuse to help
Simply put. Vacasa is run by leeches who will do everything they possibly can to take your money. They change their own cancellation policies in order to keep your money within their system by giving you Future Stay Credits instead of a refund, even though their own policies say they should give a refund. Blood Suckers!
Hello, Caden. We are very sorry to hear this was your experience with us. Please know we have since updated our cancellation policies and they are available to read before booking as well as in the rental agreement upon booking. Please know that our guest services team is available 24 hours a day to assist should any concerns or questions arise regarding your reservation. We sincerely apologize for any inconveniences resulting from this experience and we hope to have another chance to impress you in the future.
Overview
Vacasa has a rating of 1.1 stars from 1,178 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 150th among Vacation Rentals sites.
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- Portland, Oregon, United States
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Business History
The market was ready for a company with a forward-thinking approach—using technology and data to enable local teams to care for homes and guests, while maximizing revenue for homeowners. Vacasa quickly grew from one house on the Washington coast to servicing homes across North America.
Today, Vacasa is the leading full-service vacation rental management company in North America. We have big plans for the future, but our focus remains true: to empower our homeowners, guests, and employees to invest in vacation.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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Thank you for sharing your feedback, Julina. We appreciate you letting us know there is room for improvement, and we are sorry for any oversight as this is not a commonplace occurrence nor indicative of our standards. We will pass your comments regarding our misstep onto our management team for review as we retrain our staff to meet our expectations. We hope to have another chance to impress you in the future!