My first clue that Vacasa was not going to be helpful was when I sent messages about availability on a potential VRBO rental, and check-in and check-out times on two other potential VRBO rentals. I assumed that, as in the past, I was communicating directly with the owner/host of the property. I never got a response on the first message, and on the second two, received canned answers that did not answer my questions -- clearly not being read/answered by an actual person. Deciding I didn't want to deal with a company that couldn't be bothered to actually respond to my questions, I found one of the properties listed on AirBnB. I thought that VaCasa was associated with VRBO, but it turns out that some property owners on AirBnB also use Vacasa as a management company. I understand that makes it easier for the property owners/hosts, but they probably don't realize that the convenience actually has so many downsides for guests that it may discourage rentals.
Vacasa styles themselves as the "hosts" of the vacation property, but it would be more accurate to call them a booking agent, as they do not provide anything I would expect from a host.
Biggest complaints:
1. No location directions were provided, only an address which I guess they thought would be sufficient since everyone has GPS, right? Well, my GPS got me there, but the driveway/road to the cabin is not well marked so is easy to miss from the main road, especially arriving in near dark. (And it will always be near dark in the late fall/winter with a 4PM check in time.) Also, once you drive up the long gravel driveway (maybe 100-150 wooded yards) you arrive at a property with three houses on it and another building that appears to be a studio of some sort. It wasn't immediately obvious which one was the AirBnB rental but I eventually figured it out (the angle of sight to the AirBnB from the driveway isn't the same as any of the pictures). But some simple instructions in addition to the address "follow the long driveway, then turn right after the first building you come to (the studio)", and drive to the cabin which is straight ahead and on the right" would have made it easier and less stressful.
2. No door lock instructions were provided, only a 10 digit code broken into 3 groups of numbers (XXX XXX XXXX). However they didn't mention that, in addition to the 10 numbered buttons, there is an additional button that you had to press, not just AFTER you put in the numerical code, but BEFORE you start to put in the numerical code, as well as AFTER. An instruction on the door, above the lock would have been helpful (or in the check-in instructions). Remember, it was nearly dark and there was no light to see by other than my cell phone. It would have been really considerate for someone to have turned on the porch light by 4:00PM so there was light around the door and parking area. I walk with walking sticks and would have really appreciated being able to see where I was walking without having to juggle my cell phone.
3. When I called Vacasa to let them know I was having trouble getting in, it took me multiple tries to be able to reach a live person. I am 72 and was traveling alone. I did not appreciate having to wait in the dark to get some help in getting in. The person who came on the line didn't have a clue about the lock -- all he had was the pass code. I ended up figuring it out myself by trial and error while I waited for him to try to find more information.
3. No instructions inside the cabin about ANYTHING (except not to use detergent pods in the dispenser but to put them in with the clothes themselves). No checkout instructions.
4. No labels on things that should be labeled for guests: Apparently the kitchen has a heated floor, which would have been nice. There was a dial control for something on the inside of the kitchen doorway leading to the bedroom, but it was not labled and I had no idea what it was for. There were two identical timer switches in the bathroom, side by side. One was apparently for the bathroom fan. I was hopeful that the other was for heat, which it may have been. I turned on both of them and eventually got some heat, but didn't really want to have to listen to the fan. I didn't have the time or inclination to play around with them some more and just ended up being annoyed that no one had bothered to consider these things from the guest's point of view. I do not blame the property owner for this -- in my opinion, it is the host's job to make things as easy and pleasant for the guest as they reasonably can. Since VaCasa is calling themselves the "Host", they should be checking these things out. They should try sending someone out there who hasn't been there before to go through the cabin and look at things from a functional point of view -- what does the guest need to know?
5. I already said no check-out instructions, but especially that includes a lack of instructions about trash. There was no obvious receptacle for recycling. Later, after returning to Seattle, I found a link for checkout instructions that mentioned not leaving full trash bags out next to cans that were already full. It also mentioned that recycling is picked up one a week, but not which day or where to leave recycling. I ended up hauling mine back to Seattle with me.
6. The online checkout instructions (which I found after I was back in Seattle) requested that "if I had time" I help out their cleaners by stripping the bed of linens and start a wash and that I wash and put away all dishes. Well, with a 10AM checkout time, I did NOT have time. And I resent that the "hosting" company is asking me to do work for which I have already paid an $81 cleaning fee. Plus, whatever the property owner is paying Vacasa to manage the property.
6. Communication with Vacasa was abysmal. First of all, you don't get an actual person when you call, at least not very quickly. You are first encouraged to press a number to be switched to a text message system, which you are assured is the same team that can handle all the same concerns as their team answering the phones. However, twice when I tried to reach them I was driving and texting would have not only been more difficult, but also more dangerous. However, I didn't get the impression that anyone at VaCasa ever considered that texting might frequently not be a good option. If I declined to accept a transfer to the text message system, I had the option of pressing one number if I had concerns about my safety or the safety of the property and a different number if my concern was not urgent. They didn't seem to consider that someone might have an urgent concern that did not involve their safety (such as "I can't get in. I can't get this lock to work.) I learned that if I wanted to actually speak to a person any time soon, I needed to indicate that I had a safety concern.
7. Even when I reached an actual person, communication was less than stellar. For example, when leaving the cabin on Saturday morning to go to my class, I discovered a tree had fallen across the driveway about 3/4 of the way back to the main road. It was not a large tree -- more of a sapling -- and it hadn't fallen all the way to the ground. Since there was no place to turn around, I would have had to back up all the way to the larger property again and tried to find the property owner. Instead, I opted to try driving forward and seeing if I could push the tree out of my way, which I was fortunate to be able to do without damaging my car. Once I was back on the road, I called Vacasa to let them know about the problem so they could inform the property owner. The person I spoke to seemed stunned that I actually expected he would do something with the communication. He said he would make a note on my reservation and seemed surprised when I told him he needed to call the property owner. I pointed out that I would be returning that evening after dark and needed to be able to get to the cabin. (The tree sprang back to where I found it as soon as my car had pushed it out of the way and passed by.) I told him the tree was the property owner's responsibility, but if they weren't informed, they might not take care of it. I'm not sure why I should need to explain this rather obvious and basic information to the VaCasa representative. He also wanted to me to tell him exactly where the tree was across the driveway. What?! He wanted GPS coordinates, maybe? I told him the best I could say was about 50 yards before you get to the main road, but that was a guess. He also wanted to know if I had taken any pictures. NO! I was on my way to a class and facing being late because of this tree and not knowing at that point if I would be able to get past it. I was definitely not thinking about pictures. I was grateful I had been able to get past the tree, but thought that calling Vacasa to let them know about the problem was really the extent of what I should be expected to do. I told him that I expected to find the driveway clear when I returned after my class later that evening, and that apparently moved him to action, because the tree was not there when I got back. I am not certain of course, that he actually did anything at all about it. Perhaps the property owner themselves encountered the tree and took care of it.
8. Check in/Check out times. Check in time is 4PM. That's on the late side for what I'm used to. I have not previously experienced a check in time later than 3PM. In my first message to Vacasa asking about availability of another property which looked like a better fit for my needs. I was asking if it might be made available for Friday night. Since the calendar for that property showed that the previous guests would be checking out on Friday, and since checkout time is 10 AM, I figured that the 6 hours between 10AM and 4PM should be ample time for them to clean the cabin and make it ready for another guest. We are not talking about a villa here, just a 350 square foot cabin. I never received an answer to that question, and that property owner missed out on a three day stay. It was a little less expensive than the one I ended up at and I would have stayed another day at the lower price.

10AM check out?! You've got to be kidding me. Doesn't VaCasa stand for VAcation Casa (house)? Who goes on vacation and wants to get up early enough on their last day to pack up, pack things into their vehicle, and clean up before 10 AM? Most hotels have a checkout time of 12noon or 11AM, and most will gladly extend checkout to 1PM when asked. At least, in AirBnBs in the past, I have been able to communicate directly with the owner/host, most of whom have been very helpful and flexible about checkout times, especially when the rental wasn't booked the same day as my departure.
All-in-all, VaCasa checks NONE of the boxes of what I expect from a HOST. Their lapses all point to a lack of appreciation of the guests point of view. (For that matter, I can't imagine the property owners much like getting fewer stars on the reviews for their otherwise lovely vacation rentals because guests have had bad experiences with VaCasa.

Vacasa manages the property titled "Kicking' it in Kissimmee; 2985 Buccaneer Palms Rd., Kissimmeee FL *******. I have owned/managed vacation rentals in Florida and in California. I have been courted by Vacasa and after experiencing "Vacasa Hospitality" I will never place any of properties under their management."
- CHECK IN - ACCESS ISUUES: On June 14,2023 submitted paperwork including required guest list to Vacasa - I even received an email confirmation of receipt of the documents from Vacasa. Upon arrival to the property on 6/20/23 we were not allowed on property as the Palms Resort was not provided with the guest list from Vacasa. We had to call Vacsa only to be told they never received the documents - we had to sit in the car while they resent the documents they already had, and redo them. Once it was submitted a second time we were informed NONE OF OUR GUESTS SHOULD HAVE ANY ACCESS ISSUES. Wrong each guest was not allowed on property for the same reason - VACASA did not have the guests on the list. So not to have to deal with this minor issue with Vacsa, we had to got to the front gate and drive our guests cars onto the property.
- PRIVATE JACUZZI This was among the main reasons to rent this property. After a long day at Disney getting into a Jacuzzi and relaxing. PROBLEM NOT HEATED. Per Vacasa advertisement (VRBO, AIRBNB, BOOKING.COM, etc...) heating is available at an additional fee. I called to have the heat turned on and was told someone would be by in 50 minutes to turn it on. Nobody showed up! Instead received a call the following morning at around 11 am informing me that the jacuzzi is only heated between October-May! By the way all the properties next to a near this one all had their Jacuzzi heated and functioning.
- BBQ GRILL - If you plan on grilling hot dogs and hand burgers on the grill - FORGET IT - though advertised on several sites there is a grill - there is not!
- KITCHEN - Is very nice size especially for a large crowd. However FORGET about being able to cook a complete meal to feed 8. Only provided with an 8" sauté pan one griddle pan - THATS IT! You do have 3 - 5QT stock pots - so pasta you can do. Then there is the issue of all of the rusted Kitchen Knives stored in the knife block, (see pictures)
- ENTRY BENCH - The bench at the front door is plastic and has storage. Went to place suit cases on it when entering the property. It was sticky and gross, opened the bench a found it trash in it (see pictures)
- POOL AND LANAI - pool was cold as it was not heated and they refused to heat it. Waking up every morning having to clean the pool from all the bugs that were in it because the Lanai is in disrepair. A bug free enjoyable space was not in the cards either.
- CHECK OUT - the morning at 6:30 am had to call Vacasa to inform them one of the guest's vehicles was having an issues we would need a later check out. I was asked how much longer we would need - I informed them by noon. I was informed by the Vacasa representative he would be submitting a ticket but said that should not be any issues, if there was one they would call me. No phone call was every received (no voicemail, or text). I left the property, other guests left the property leaving a a young mother with an infant and their luggage at the property. Infant and mother had a safe place to wait as the vehicle situation was sorted out. I called Vacsa at 11:18 am to get information as to how to get an uber on property to pick up the young mother, infant and luggage. Only to be told they have no contact information to the resort/guard shack. Representative acknowledged the ticket that was filed at 6:30 EST - however their offices are on the west coast and the ticket had not been reviewed or approved as of yet. I was put on hold as they reached out to the local vaca office (in Kissimmee) when she came back on the phone and informed me the request was denied and the property has to be vacated. I explained there is young mother with an infant and luggage still onsite and we need to get instructions for uber to access the property so she can leave. I put the representative on hold ;d while searched the web to get the contact info for the Palms Resort in Kissimmee - toke less than 10 seconds. I called and got the information needed that Vacasa, the property manager, could not provide. As I am on th phone I am getting bombarded by Vacasa regarding the cleaning crew and the property. I returned to the call with the representative and informed them uber was on its way to pick up the last guests (young mother with infant). Ended the call. At 11:32 am Vacasa is sending texts reminding me check out was at 10:00am late check out was not approved.
Had I not called Vacasa at 11:16 am to get instructions for uber access, the request made at 6:30am for late check out would have been completely ignored. In fact it went completely ignored because Vacasa is based on the west coast and apparently don't forward ticket to the local Vacsa office in a timely manner. ABSOLUTELY UNACCEPTABLE.

I HAVE BEEN HOSPITALIZED AFTER STAYING AT A VACSA IN OCEAN CITY AND WHEN I REQUESTED A REFUND THEY SAID NO.

We found a beautiful 2 br unit in Lauderdale by the Sea one block to the beach via Airbnb for 11 nights. We were impressed with the brand new decor as we would be the first to review Vacasa as Host. Upon arrival their information and name of the Property Manager was incorrect. At no time did we have a local contact, only contact via Airbnb texts. Their listing is totally innacurate and from the beginning, the red flags were up. My first complaint was dealt with by robot-like customer service reps that said exactly the same thing. It felt like they just changed the name of the rep in each communication. Whenever I questioned whether they would supply an iron & board I was told no, they could not, but I could purchase on my own. The same goes for beach chairs, umbrella, etc. which are necessary because the unit was one block from the beach in a beautiful location. Another big problem, was that the dryer and washer are stated as being in the unit but in fact they were located outside in a room in the alleyway at the back of the building and it is not well lit at night. These appliances were shared by 3 other units. My complaint to Vacasa from the beginning is that I chose this unit because those appliances were stated to be IN not OUT of the unit. I have medical issues that prevent me from carrying laundry that far, so my complaint is they had made doing laundry difficult. Trying to get someone to call you that had any authority was totally impossible, just emails back and forth, back and forth with supposedly customer service but really they were the same people we get when calling customer service, out of the country, with thick accents when they speak, and difficulties trying to understand them. In the meantime, prior to my arrival, as they told me to go and buy those things I asked about, iron, ironing board, beach chairs, umbrella, etc, I did so, only to find upon arrival to find those things there. Evidently, the incompetence of Vacasa not to know what items were in the unit added to the incompetence of the listing. So, at an inconvenience to me, I had to return what I had purchased as they were in fact supplied by Vacasa. Another misinformation, one bedroom states a king sized bed when in fact it was a queen sized bed. Another incompetent mistake on the listing. I was given the wrong WiFi password only finding the correct login on the wall framed. They had no clue about the correct WiFi. Also, did not have the key code for the Washer and Dryer, it was wrong. Really, who is in charge at Vacasa? Also upon arrival I had to wash and dry all the towels as they were new and had a funny smell from the factory. So, after numerous emails or text messages, Vacasa decided that for my troubles, they would give me a credit of $25.00. I asked for a 25% credit as that is what a hotel would do (comp a guest)(my total bill $3767) for these major inconveniences, etc, Needless to say I was insulted by their offer of $25 that I asked to speak with a Supervisor and Melissa was extremely helpful, she listened to my complaints and although she never contacted me again the next communication I saw from the Vacasa was that they were going to credit me $250. OK so now we're at $275 for what they think are small minor inconveniences although I think I should've received more but I decide to go forward with this because I want to have a great vacation and being only one block on the beach and the weather was 85° and sunny every day, there was no need to fight this anymore. By the way, I was following the Airbnb policy that my request be made via AirCover within 72 hours, which was done. Now the fun begins: on day 5 we experience the shower drain not going down and the toilet overflowing while showering in both bathrooms. So, we have to take towels and mop up the water mess as their mop is useless without a bucket. Again, have to wash and dry several towels, taking time from our vacation! We inform Vacasa about this problem and promise someone will be there to take care of this problem. Two days later on March1 a guy shows up, no credentials but we trust he is the plumber. He looks over everything tells me there is no clog might be from all the construction. Right, he reports back to the Property Manager that he "unclogged" the drain. Total lie and another example of the incompetence by Vacasa. A few more days on March 4, at 7:30 after a long day in the sun, we take concurrent showers and the one shower this time backups raw sewage and feces while showering— Awful, Disgusting—the toilets are overflowing while the shower drain backs up. If you can imagine how disgusting this was and the idea of bacteria on my feet and legs is more than I can bear. I wash my feet and legs with alcohol hoping nothing gets infected from this backup in the shower. Meanwhile, there is water everywhere and again we use towels to clean up. Another area of concern is under the sink which has been dripping brownguck from the pipes under the sink. Now remember, we have NO telephone for a Property Manager and it is now 9:30 pm and we don't know what to do. It's late and we want to leave, but will take a long time to pack. We call Airbnb as Vacasa is not available on the weekend. Raymond of the Safety Dept at Airbnb suggests we get a hotel and we will be reimbursed. Ok, there is a catch. Airbnb will only pay 100% of the first night after we have receipts and only 30% of the last night of our stay. This is not ok with us, plus we cannot find a decent hotel everything is booked, after all it's high season here. So, we are exhausted and go to bed and will fight the battle again the next day, which is our last full day. In the meantime NO ONE has contacted or come to fix this problem. We hear from Airbnb and they offer us 20% off from each nights rate plus a gift card. We are not happy, we want a full 100% return as this place is inhabitable and dangerous. They tell us only Vacasa can refund the total amount, so we are back to Vacasa. Finally, on the date of departure, the cleaning crew show up, we tell and show them the problems and they give us the property managers tel number. We explain all to him, he informs us he will bring this all up to his boss and they will make a determination. Ok, are you holding your breath? Drumroll…….Vacasa gives us $100 for the sewer problems and for what we have had to endure. I am still in shock, but I will fight this. By the way, I contacted the Board if Heakth and was instructed how to make a claim against Vacasa, which Vacasa could have their license rescinded if they find them in fault. I videotaped the washer and dryer situation, and have added that below as well as lots of photos. Enjoy.

Trip was a disaster from the start. Previous occupant undergarments, filty, no heat. Refused to issue even a partial refund or have someone come out and fix the problems. Crammed 6 adults and 1 teenager into a 2 bedroom, 1 bath upstairs unit for 6 days as the conditions were unplorable downstairs (2 units) and at that, upstairs was filty, no heat in second bedroom
Issues Upon Arrival:
1. Couldn't gain access to main house (upstairs, lack of instructions to use keypad/key)
2. Never provided us with the code to access the downstairs unit in which we rented
Downstairs Issues:
1. Advertised as a 1 bedroom, 1 bath and it was an outcove with bunkbeds and a cabinet with dirty linens shoved in it.
2. Shower pan leaked and had to mop the floor constantly just to shower
3. Heater downstairs inoperable (25 degree lows at night)
4. Was uncleaned (dirty, cobwebs etc)
Upstairs Issues:
1. No heat in second bedroom (25 degree lows at night)
2. Undergarments from previous occupant left in drawers in bedroom
3. Shotty craftmanship (DIY'er, unfinished yet advertised as renovated)
4. Exposed electrical
5. Dirt, doghair, cobwebs and couldn't use fan in kitchen without throwing dust all over our food
6. No safety GFI plug near water source in bathroom
7. Vacuumed the unit and filled the canister before we unpacked
AD STATED:
1. Beautiful dog-friendly home on the water with ocean views and private W/D (WAS ON THE LAKE NOT OCEAN)
Perfect for a large family vacation or group getaway, this two level two kitchen home has all of the space and amenities you'll need for a fantastic time! The upper level contains a modern design, full size kitchen w gas range and all the items you need to prepare your favorite meals, two bedrooms, one bathroom, washer/dryer and an expansive deck overlooking Kitsap Lake. The view is incredible lounging from the living room while you enjoy the gas fireplace! Downstairs you'll find a bonus suite with a good size kitchen with gas range and modern appliances, new washer and dryer, one bedroom, one bathroom and a living/dining area with gas fireplace. Head outside to enjoy the lush lawn, firepit, and floating dock with kayaks and paddleboard available for guest use.
Https :// www.airbnb.com/rooms/**************?location=Bremerton%2C%20Washington%2C%20United%20States&check_in=2023-01-10&check_out=2023-01-20&federated_search_id=5e59e245-79ad-4f95-83c1-2662a17e092a&source_impression_id=p3_*******176_vKWn7K9iatuOPLGw&modal=PHOTO_TOUR_SCROLLABLE

I had heard about Vacasa from my sister, that currently works for them at the Jackson location. She loves it!
I decided it was time for a change, wanting better for my health, and decided to apply. I received a call the next day where I had a great interview with one of the hiring managers, Kira, over the phone. We had decided to continue to the next phase and set up an in-person interview with Silvia, the manager. Fast forward a week, I took off work and was getting ready to head out when I suddenly got a text from Kira stating that Silvia was sick and wouldn't be able to make it.
We rescheduled for the same day the following week...
I got off work early and came to find out that at the time of the interview, it was over zoom, where neither the manager nor I was informed... Push out; the week after that, I, yet again, got off work early and was able to talk to Silvia in person.
The interview went very well. She told me "all I wanted to know." It sounded like a great place to work at!
We had set a starting date once I could put my two-week notice in at my other job. I was super stoked and had it set up where I would start at the beginning of the paid period.
When the end of my two weeks hit, I said goodbyes and was super excited because, in 3 days, I was supposed to start my new job. I had waited and waited to hear back from Silvia as she told me, to inform me of where I was supposed to meet her, and come to find out, she wasn't and didn't have the decency even to tell me that the day that was my guaranteed start date, wouldn't work for her. The day before I was supposed to start, I had to track down Kira's number and tried to get ahold of her, to which she kept sending my phone calls to voicemail and texted me instead! I don't understand businesses. Be $#*!ing Professional and pick up the phone!
She had stated she knew nothing of her not contacting me and that she would find out. Five minutes later, I got a text saying Silvia didn't have time to train me, so she wasn't going to inform me of anything!
I am beyond frustrated at this point! I didn't even know if I wanted to work there anymore, but the thought of hurrying and finding another job wasn't reasonable. So I tried setting up a new start date with Kira because Silvia wouldn't give me a call, and finally set up a day for the next week.
The day before I'm supposed to start comes along, still not receiving any information until six o'clock that night. Silvia informed me I was supposed to wear black pants, black pants? I wasn't even told we had uniforms! I didn't have black work pants. So try working in your thick geans all day long! Terrible!
I showed up and was informed they didn't have any more work shirts except one that was too big. I took it!
Silvia showed me very little of the work app and how it was supposed to be used, as well as told me that an inspector would be showing me the ropes of things but that she was busy and would be leaving me after some time.
We arrived at the destination where I was beyond rushed. The inspector spoke little to no English, which made it very hard to communicate due to having no wifi "they gave us the password, but the wifi just sucked" for google translate.
She grabbed the cleaning supplies for the bathroom and took off. I quickly followed her, only to see her mixing up the solution and throwing it on the walls of the shower. She didn't scrub the shower or the floors and just rinsed them off.
In my opinion, that's not clean! If I can feel the floor and walls, and there's slime, I think not.
She then went to the toilet, where she used a scrubby to clean the inside because "most of the houses don't have a toilet scrubber," and barely wiped anything down.
If you're not taking the plastic covers off, then your not cleaning them. There was so much build-up; it was disgusting!
She then decided to use the same scrubby to wipe down the vanity, and then she was done. Ew!
She quickly showed me how to make the bed and told me she had to leave. I was left there not knowing how many towels to put, or honestly anything because she didn't tell me.
I decided I would reclean the bathroom the way it should be and the rest of the house to my expectations of clean.
I then proceeded to text the inspector forty minutes before finishing so she may come and inspect the house as I was told to, only for her not to respond hours later. I was told I was not allowed to leave until she showed up!
Oh, and I don't get paid "HOURLY"!
I wasted so much time waiting for this lady to show up. She finally does and tries to make the excuse of having a headache.
That was my first day!
My week continued with me trying to figure out where I was going and getting the correct codes from my manager to get into the houses.
My second week was even worst than my first. My manager had started getting after me for things I was never informed about, trying to tell me I was never at the right location, saying I was putting the wrong code in, and treating me as if I was stupid. I could never get ahold of her, and she constantly wasted my time for which I don't get paid!
I was on the 2nd day of my third week when I noticed the guest had left a few days before. I was super excited and got there at 6:45 am, hoping to get in and get out and still have the rest of my day to do what I wanted.
I get there and come to find out again that the code doesn't work. I spent over 30 minutes trying to get ahold of my boss, and when I finally did, I lost it. I went over everything that had been taking place. How unprofessional she is as well as the company. I quit instantly, and it's honestly saying something because I was at my last job for over two years and a little over a year before that. I always gave my two-week notice, never wanting to leave them in a bad situation.
Please take my word for it and don't work there, let alone go through them to rent a house or condo out. They will $#*! you over!

They cancel you one day before with no reason, zzzxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsxsx

Adam P. — Vacasa Rep

over a year ago

Thank you for your review, Cesar. We are so sorry that your trip had a last-minute cancelation. 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 concern that we were unable to resolve prior to your stay. A full refund will be provided and we hope to have another chance to better impress you in the future.

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We rented a Lake Tahoe Cabin through Vacasa in January 2022 and our family vacation turned into a nightmare. The cabin was on a steeply sloped road, which was petmantely covered in ice. Needless to say, it was impossible to reach the cabin by car and it was even challenging to get there on foot. We were forced to park on the very bottom of the street where it was prohibited to park and had to walk on ice up the road schlepping all our stuff. When we contacted Vacasa to ask why the road was not tended to by the city or county, they said they talked to that road department and that they will take care if it. That never happend and later another Vacasa representative tried to convince us that the road department does not service that road, which was a lie. We then asked for a new bucket of salt which was empty or sand so we can at least try to help our selves, but that fell on death ears. When we finally arrived in the cabin, it was ice cold and dusty and smelly. It was in the 20ies and there were a dozen portable electric heaters through out the entire cabin. They nott only struggled to keep the cabin warm but were also a fire hazard while all running at same time. The stove had 3 out of the 4 tops not working or damaged. The pots were worn out and disgusting. We were forced to stay in the place as we were unable to find a replacment that allawed dogs in such a short time. When we reached out to Vacasa to bring all of this to their attention we emailed them detailed pictures and even videos along with clear evidence of overloaded and melted outlet caused by the electric heaters and they stone walled us and gave us the run around and ignored most of our complains. From the heaters/fire hazard to us being cold and unable to properly cook and the dangerous and inaccessible road, the only issue they half heartedly addressed was stove issue. From our $1500 stay they decided to refund $84 for the inconvenience with the stove, which was an insult to us. All other more relevant issues were ignored even after reaching out to mangment. Local Tahoe Vacasa manger Analisa was stubborn and evasive and did not reach out to us and let lower level associates from out of state handle the issue instead. Despite obvious firehazards and detailed evidence of other issues and us clearly catching Vacasa in one after the other lie and contradiction, we gave them multiple chances to make good on this terrible experience and yet again, Analisa shut us down and denied us any further help or compensation. This property in the described winter conditions is a desaster waiting to happen and a huge liability, yet they turned a blind eye and continue to rent it in same condition. This company is a sham and has deceptive and misleading reviews online at various levels which on the surface makes people think it is a caring and legitimate company to work with. If you are fortunate enough to dig deeper before yoy commit, you will find the actual truth about this terrible company on review sites like this. Unfortuntely for us, we found this site and others that tell the truth after we were duped and our vacation was ruined by Vacasa. We tried to review them on their own website and on the seond day our review for the cabin is no where to be found on their website. So it appears that they selectively screen and manuipulate/suppress their feedbacks/reviews as they please. Live and learn and always independently search companies online by typing in the company name and "reviews" or "issues" or " complains" to get to the real truth!

Update: after posting my review here and on several other "real" and "independent" review sites, Vacasa contacted me and tried to apologize. They said "they dropped the ball on this one" and sent me a check of an additional $200 or so. So out of the $1500 stay, we first got a $84 refund and now an additional $200 or so. Although I appreciate getting that money, it is honestly way to late and still too little, given the severity of the issues that we faced. Vacasa should have properly responded right away and not after I shared my experience with the world online. I also think that in situations such as hour's, at least a 50% discount/refund would have been appropriate, although it would not have saved our ruined vacation. Managment should have responded in a caring and responsible way right away instead of ignoring and stonewalling us. I also believe they should have penalized the home owner who left the home in such unsafe conditions by taking the home off the market rather than allowing other people to continue renting it even after we brought all these issues forth. It's not that difficult. Treat people fairly and respectfully and the way you would want to be treated as a guest, and you actually stand a chance to run a good and reputable business. Unfortunately Vacasa does not seem to understand and subscribe to that philosophy, which is clearly depicted in their online reputation on independent review sites like this.

Adam P. — Vacasa Rep

over a year ago

Adrian, thank you for allowing us to compensate you further and allowing us to attempt to resolve the issue even after your stay. We will continue to strive toward world-class customer service and creating beautiful memories. But, again, we are sorry. Thank you!

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