VacasaReviews 1,257

Requested that they ask the owner if they would allow an early check in, as the check-in is on
Christmas Day and they said "unfortunately we cannot ask the owner". Really lame customer
Service,...clearly not concerned about their one star review either.

We had a recent situation in one of our properties at The Sanctuary Sandbridge Virginia Beach. We were assured by Vacasa that they would handle the mitigation. We paid for the mitigation as well as the hotel fees until the situation was resolved. We discovered today, nearly two weeks later, that the guests were fully compensated for the entire week even though the situation was resolved within a day. We are beyond irate due to the utter lack of communication, not including us within the decision making and their sheer incompetence regarding the entire situation. I only awarded them one star as to the rules of this platform, in reality I would have allotted negative stars to infinity and beyond.

They claim they know your local market. After we signed a contract they listed our property in Augusta for only 10% of what the local market homes rent for during Masters. When I called to complain and to tell them they don't understand local markets like they claim. I was told they dont know about local events. What!? That's what they claim. Immediately after I got off the phone another company called and said they will pay us a monthly amount for our home if we let them have carte blanche with renting our home. Seems too coincidental to me. I think Vacasa intentionally listed us under value during this week so they could convince us to go to the other company to take the "house off ou hands"

The "procedure" that Vacasa has regarding items left behind is ridiculous! We notified the company within hours of departing that several clothing items had been left behind and exactly where they were left. The procedure is that $25 must be paid just to have someone go look for the item and then cost of shipping. Told them we were fine with that, their reply was they would let the local people know. They immediately charged the $25. Two weeks later and the only reply we get back is there are no updates and we will be contacted when they have a resolution and they can not predict when that will be. How is it that no one has been in the rental property since we left two weeks ago? They were very prompt in charging the fee for someone to go and look but yet can not promise when this will be resolved.
One of the guest traveling with me said that they had a bad reputation in Florida, my response is I believe they have a bad reputation everywhere! I guess the cleaning crew or the next guest that stayed in the house are enjoying the clothing items that I have assumed are now gone.

They cut us short one day on our first condo without telling us at all.we then rescheduled for a condo that supposedly slept 4 but the room was dinky and stuffy with one double bed...we then ask for a refund because we shouldn't have had to transfer in the first place then when we did we get a hole in the wall with boarded up windows...we eventually gave up and rented a motel room.let's just say we won't be back with vacasa anytime soon

Be warned, VACASA markets this property to include access to the marina, and slip for the home. That is completely untrue. After arriving, they changed their story and told me "sorry, the marina is only for home owners". That was also a lie, I reviewed the HOA rules of TERAMAR subdivision and spoke with other home owners who include the marina and boat slip. To my surprise, I learned that the home owner of this property has also permanently leased the boat slip to a third party. The property is in complete disrepair as you can see in the pictures...I doubt the home owner or VACASA management has visited this property in years. Avoid VACASA, and avoid this property as a rental if you want a nice vacation.

I have had the most stressful experience trying to book a condo in Florida. Started on AA vacations who outsources to Rocket Travel who then works through Booking.com and eventually Vacasa for the condo. Not to mention the local condo association. The misinformation, conflicting information, and lack of assistance is mind boggling. Multiple mishaps with my payment. Told I wouldn't have to pay when I booked and then suddenly full payment demanded. Paid. Continued getting emails that I had not paid despite it being withdrawn from my CC statement. This back and forth went on for more than a week. Another Case in point - got email stating to go to location A to get the parking pass on arrival and click here for questions (busted links in email). Got another email stating go to location B to get parking pass (more busted links). Called the 800 number and after a few mis-starts and transfers, talked to a human who didn't know anything and eventually disconnected me. Texted the number provided for help. No response. Tried again. Resent my question. Response - contact another time for help. Ummm. Repeated my question. Now on perpetual wait for response. These stressors and I haven't event gotten there yet. Never ever will I use Vacasa again and I pray that I have a place to stay upon arrival tomorrow.

Stayed with Vacasa in Topsail, NC in July 2023. Original reservation made with a company that Vacasa bought. On arrival the house smelled wet and musty. The air conditioning was not working and the house was not cleaned (Dirty floors, trash in rooms, hot tubs not serviced). Called and the cleaners came back and spent four hours cleaning. The hot tub company came and said that the tubs had not been treated before we arrived. One room was missing a curtain for a sliding door that opened onto a common deck. They sent an AC company out who said the unit needed to be replaced. They did nothing despite multiple calls until Tuesday. When I spoke with a supervisor on Sunday she told me to go buy fans and see if the company would reimburse me! The TVs had no cable. They had ROKU but would not connect to the house Wifi.

I would avoid Vacasa like the plague as my experience does not seem to be an anomaly judging from other reviews. We filed a complaint and asked for a partial refund and were given a ~5% refund for half a week without AC ultimately given room units for the second half of the week and the other issues detailed above.

This rental property was absolutely filthy when we entered. Sheets were dirty, ant traps everywhere, broken appliances, pipes that screeched so loudly when the water was running that it woke everyone in the home. The rental property management (Vacasa) was called and emailed numerous times during our stay only to be told "we are looking into it and will get back to you". It's been three weeks since our trip and I have yet to hear from anyone. They are also refusing to post the review of the home that I submitted on their site. They are a terrible company and should not be in business. Beware, do not rent from Vacasa!

A J.O.K.E. I really wouldn't even give then 1 star... We just left our room at the summit. The facility it's self was wonderful... Our room was a HORRIBLE... dirty linens laying around our room upon check in... Couch/bed is at least 20 years old and couldn't even sleep on it. Mattress cover was disgusting, covered in hair/dirt...would have been better sleeping in the car. Bunk beds didn't have blankets only thing they had was sheets.glad we took extra blankets for the ride down. Floors were black and had to buy cleaning supplies to clean before we could do anything. Contacted customer service MULTIPLE TIMES and they were an absolute JOKE! Did not offer to bring any extra clean linens/blankets or try and make anything right... never brought clean towels during our stay... I will go back to The Summit but I refuse to stay again through this company.

My family & I have stayed at multiple Vacasa homes in various states & each one was exactly as advertised. Always nice, clean & well-stocked. The customer service staff are efficient, helpful & American. We are always impressed with the furnishings & amenities provided. Vacasa is 5 stars EVERY TIME!

We rented a condo at the Summit Condos in Panama City Beach, Florida. Room 1211. Check in was easy. When we arrived to the unit we were met with a very unpleasant smell. The unit floors did not appear clean and there were excessive stains all over the ceiling in the living area and bedroom, corner upon entering the living room and all around the bunk beds. We immediately texted pictures to the number we were given to report problems with NO response. We decided to stay seeing that we were 4.5 hours from home and had already paid $1000. Our second evening our door opened and it closed and my 5 yo said she saw someone. My husband goes to the door and a man asked if we came out of 1211. He stated the owner told him no one was supposed to be there and he was given the code to stay. We immediately contacted VACASA and there were lots of excuses then we addressed the mold and we were told we offered another unit which was a lie. We never heard from them. We also asked that the code be changed for our safety and it did not happened. We left a day early bc our 9yo was terrified someone would come in again and do something since the code had been given. Worst experience ever.

Stay far far away from a vacasa rental if you're expecting a vacation! We stood in the rain for 3 hours with luggage, no bathroom, dead keypad and when we called vacasa they gave us the run around! We never could speak to a manager! Must not even have any managers! We were told 3 different time frames of when a locksmith would be there and the last time they told us he was on the elevator going up! We had the gentleman that worked at the property shut all the elevators down and look for him bc after 30 minutes of being in an elevator I was sure he was stuck! No one in the elevators… after we finally lost our cool with a customer service "supervisor" names JIM he had the audacity to say "I see why we have been hanging up on you!" Wow! Then they proceed to give us code after code to get into that room and we told them the batteries were dead to the keypad. Jim told my wife "those keypads don't have removable batteries!" Really JIM…. Guess what someone installed the 4 AA batteries incorrectly that is why we stood in the rain 3 hours! The inside of the unit… disgusting to the max! Mold, dust, cum on the floors from the bed to the bathroom. Some white substance also all over the curtains. The fan well it made a very loud knocking noise to the point where I finally cut it off and turned the air conditioner way down! I'm not sure if the dust 2 inches thick had it off balance of if it just needed to be trashed! There was hair in the fridge. Entire unit was less than subpar… I am still just in shock by the lack of concern to any of our problems! We asked for a full refund so wr could go to a hotel bc I'm pretty sure at this point motel 8 or 6 whatever it's called was nicer than this place! I had to give it one star bc zero was not an option!

They will rent out your property for very little money per night but then charge outrageous fees. One unit I had was $147 in cleaning fees, $33 booking fee and a $15 waiver fee and $58 rental fee. I received $38 - they received the rest. I made hardly any money. Please find another reputable LOCAL company to run your nightly rental. I switched and my income has seriously tripled or more.

8/28/23 Bethany Beach

We booked a vacation rental from Vacasa right before Labor Day for a week. We entered the home which had a spacious living area and nice kitchen.

We walked back to the bedrooms and the stench of body oder coming out of one of the bedrooms was absolutely knee bending. The company was called and they simply told us to go buy fabreze aerosol and they would reimburse us. I sprayed for three days straight and the oder was still oozing from the room. Since there was no response from the company, we closed the door and didn't use it at all.

The deck was unusable as it was. The chairs and table were filthy and had to be cleaned before anyone could enjoy the deck, I had to cleaned them, because again, no response from the company. There was a lounger that I was even unwilling to tackle.

The kitchen appeared to be in reasonable shape and actually had pretty granite counter tops. I decided to cook a breakfast the next morning and didn't have a skillet provided, but a collection of scratched up pots and pans sitting under a corner shelf that was filthy. There were only two plates provided, but fortunately we had paper goods with us. I proceeded to wash all items I was to use.

The beds were made with clean sheets and were comfortable for the most part. The bathrooms had some supplies provided.

All of the above was brought to the attention of management by email, and in person. No response whatsoever, and when I told them in person, they said someone would get in touch with us. They never did.

At closing when you leave the home you are to wash the dishes and put them away, which means that you cannot use the dishes on the day you are leaving, because they have to be in the cabinets.
But the most insulting direction was that if one had time, please help out the cleaning staff by cleaning the home as much as possible before you leave.

I checked into one of their properties today and it was absolutely disgusting! Bugs and stains all in the floor. Mold looking stain is in the ceilings. They refused to do anything, and I don't even want to sit down in here, let alone sleep! I see these reviews now, and I absolutely agree. The listing was misleading on location. I have reported them to BBB and will not stop letting people know never to use this company ever again! Buyer beware!

We have booked a rental property with them and they cancelled 2 days before the trip. After that they were unable to provide a decent option for the big group and just said sorry. They didn't bother of how many peoples plan and money they have waisted. Reason for cancellation was owner has cancelled contract with them. I dont know how come they can terminate the contract overnight. Very unprofessional company. Like mw there is a added list of 20 person who will never rent with Vacasa

After driving for 6 hours to Delaware, we have a group of 6 people arrived at 4:50PM, which was nearly 1 hour past the check-in time. Only found out the house was not cleaned. We called the Vacasa service line 5 times, and they are basically a pure customer service line- cannot rebook, cannot refund, can only relay the issue to local managers. However, local managers were either rude or were not able to answering the phone on Sunday. We actually booked the stay with Marriott Homes and Villas, and Marriott obviously oursourced this booking to Vacasa. We will never book with Homes and Villas or Vacasa.
We ended up booking another house through Airbnb.

Hurricane on it's way to Florida; we did not know if it would hit Pensacola or not, wanted to change dates to be safe. Vacasa refused. It's not their policy to change dates. If the hurraince does effect the property is the only time they will help. Hurricane hit landfall on Wednesday, my vacation was to begin on Wednesday, hmmm, should i drive into a hurricane. NO! They did nothing but quote policy. NEVER recommend. They are awful!

If I could give a zero star review then I would. My partner and I booked a property on the Gulf Coast and then hurricane Idalia developed and Manatee county was evacuated.

This was the advice that we received from Vacasa, after we told them about the evacuation order and our concerns as we were travelling with children - 'please note that we have local staff continuously monitoring the situation and keeping us updated with the most accurate information and at this time the area should not be heavily impacted by this storm and we are not able to make any refunds or change travel dates for this reservation' 'we will never make decisions that will put our staff or guests in harms way' - this was completely at odds with Governor DeSantis, Manatee county authorities and the Category 3 hurricane tracking towards the destination along with its subsequent storm surge!

We were repeatedly told that there wasn't a problem and I can only imagine the terrifying experience that we would've had if we had taken Vecasa advice.

Please, please, do not use companies like this as they may put you and your family in harms way.