VacasaReviews 1,257

Do not book thru Vacasa they are not professional nor are they honest. They charge fees that are higher than normal and will not provide any damage deposit fees back, even when there is no damage incurred. At no point is there any information that states they will take the additional monies. Very dishonest and disgusting, do not book thru them!

The daily rental advertised for a house in Sarasota, Fla. Was $300. With "fees" added this ballooned to $450! Was misleading at best and fraudulent at worst. Also, after leaving on January 22nd we noticed we were missing a camera. I called customer service and was advised they would contact the housekeeper to see if it was found. The representative told me this phone call would cost $28! Said they would call me back but have not heard from them as of today, February 2nd. Surprised they didn't charge me for simply calling them.

Rent it through vicasa for the first time this winter and the experience was extremely positive. They had everything ready check in was smooth and instructions were clear and easy to follow. Responded to all our questions so the service was great. The property was just as pictured and was wonderful. It was clean spacious and bright. Enjoyed it so much we rebooked it again for next year already. Based on our experience I would highly recommend.

Absolutely horrible customer service. My family paid soooo much money for a nice family vacation, hours away from where we live. VRBO never gave us an address to the location, we had to guess which place was ours based on the pictures provided. It took us HOURS trying to look for the place. It became complete dark outside and it was snowing. They wouldn't answer any of our messages for the address…. We finally found the place after hours of looking, however, they gave us the wrong security code to get inside. We were locked out of the place. We called them, they finally answered after soooo long of being on hold. They gave us so many different codes and none of them worked. They said they were coming to help us, they NEVER showed up. We waited hours in the freezing cold, hours away from where we live. We lost a day of our vacation. My brother started guessing random combinations of all the codes they gave us and nothing was working. We then tried to use the hot tub code to get inside the house and it worked…. They never showed up, they never even called us back to ask if we got inside. When we got back home we filed a complaint. They kept saying they couldn't find our reservation. When they ~magically~ found it weeks after going back and fourth with them, their only response was "we will let our team know to do better next time" …. PLEASE do NOT book through them. They are HORRIBLE.

As an owner I had a terrible experience with Vacassa and couldnt get out of my contract quick enough. They promised the moon to get my keys and delivered nothing but fees, charges and a 1200 dollar water bill thanks to their cleaning crew leaving my toliet running all day and night for weeks! They talk about revenue optimization...but trust me its their revenue they optimize not yours. In 6 months they rented out the place like 5 times and took every penny for themselves. I literally owe them like hundreds of dollars still and not one penny from any of the stays. Think twice before being bamboozeled by these scammers!

Mammoth is crazy scary to get in and out of during the storms so we tried to move our rental date to a higher cost weekend when same spot is available and they absolutely would not accommodate. I will avoid any Vacasa rentals in the future. Mammoth Reservations has always been amazing and wonderful and I will always make sure I get one of their places.

Location was great. Recieved a quick response to our concern about the mold around the tub/shower. However, nothing was done about it. Very disappointed in the condition of the unit for the amount of money we paid. We went to the dollar store and bought The Works shower cleaner and disinfectant wipes so I could clean the tub/shower, the door handles, light switches and the windows from all the face and hand prints from previous vacationers. We looked specifically for a unit that had a well stocked kitchen due to dietary needs. The pots and pans were in extremely poor condition. The non stick surface was worn and scratched off. This unit has electrical issues. The lights flickered in the bathroom, several of the outlets didn't work. Good thing it wasn't hot during our stay. We couldn't use the air conditioning unit due to the noise and odor that it emits into the room. The chairs on the balcony were in extremely poor condition. The seats were coming apart. This unit needs some serious cleaning, repairs and updates. In the pictures there is a blue chair in the corner. It was is extremely dirty, no one would sit in it. This was our first experience with Vacasa and with VRBO it did not go as expected. Very disappointed with the unit we rented verses the pictures we viewed prior to renting.

Terrible property manager! As an Airbnb host, I will never rent property managed by Vacasa again. I rented a property in Washington state, Vacasa not willing to refund money when property was not accessible due to government highway closures. NEVER use this company!

Never book with this company. They told me I should have anticipated worst storm of the century. We booked in October for January travel. No way we could have predicted worst storm in a century and potential avalanches with 20 inches of snow and gusts up to 120 miles. This is not just any storm. Customer service is abysmal and lacking in human decency. Policy is dangerous and encourages people to risk their lives when they are losing thousands on a booking.

Rented a 5 bedroom house on Topsail Beach through vacasa. Checked in, no water due to a lack of preparation.

The heat didn't work. The amenities were non-existent. They took pics of that exercize equipment in a larger room and then stuffed them in a broom closet for us to use. The elliptical machine was broken. The elevators are nasty. The sauna didn't get hot. I was scared to get into the hot tub and the pool.

Once I left, the Vacasa App asked me to leave a review. I did - and made sure to mention that I will be going through my bank to get my money back for that non-functioning heater that I was promised would be fixed THAT NIGHT and wasn't - and guess what? They never posted it! If you go to the "Twin Palms 1103" listing, it will say there are no reviews, but I definately left one. I wish I would've known about this website beforehand. Next time, I'll come here to get my info.

I asked them where the sauna was located. 5 days later - two days AFTER I GOT HOME - I finally got a response.

That's why Navy Federal is about to give me ALL my money back for that trashy place. The "fees" were more than the room rate!

Two weeks ago my family (4) rented a property in Big Bear which is managed by Vacasa.

The following amenities were listed and promised to us at the time of booking:

Jacuzzi, wood for fireplace, washer and dryer, a clean cabin and you would think towels for four since that's what what was put down at the time of the booking.

ALL OF THOSE THINGS DID NOT HAPPEN.

Jacuzzi was broken, no fire wood, washer broken, there wasn't a dryer on the property, only had 2 towels for a day a half and the stains in the bed sheets with the hairs and cobb webs were enough for us to leave a night early.

Called customer service, tried to talk to someone on the local site and just got the run around. They don't care about the customer, don't waste your hard earned money on a company that won't even right a wrong either…

We rented an apartment from VACASA at Sugar Mountain, NC for the New Years weekend and where do I start. We get to the apartment at 4pm as they told us we not check in before then so they can have the unit ready and clean for our Family. Well as I opened the door I thought their was people still in the Apartment because it was so dirty. The bathrooms had snot and blood in the sinks, there was bloody female pads in the trash with dirty pampers. All the bedding sheets were from the previous occupants full of body hairs. All the towels were thrown on the floor. Basically not what someone expects to see when you pay for the apartment in full with a cleaning fee and service fees even before you arrive dead tired from traveling all day. Then we called to complain, and had to wait for another hour for someone to show up to clean and we use that term loosely. It's been a week since we left and they still have not refunded the cleaning fee that they promised and no one returns my calls to answer for this.

Vacasa marketed the property we stayed at as a property with a pool, firepit and hot tub. When we got there they initially told us we did not pay for the hot tub. Then they told us we could not use the hot tub but we did pay for it. They were not helpful at all resolving the issue. They did nothing. The hot tub was not broken they just chose not to allow us to use it.

Stayed at a Vacasa home for Christmas 2202. We had roaches in our kitchen. Vacasa staff did nothing to help even after I sent them pictures of the roaches.

Worst experience I have ever had. We decided to take a quick weekend get away for my husbands birthday (new years). Drove 10 hrs after working a 12 hr shift.checking in at the condo started with the rep saying we didn't have a reservation but then correcting herself and stating that it wasn't complete even though we had a confirmation # and credit card was charged. After numerous calls got that worked out. Then once in room the ONE MAIN thing we requested was balcony access from living room and master bedroom well we had a balcony that was not accessible due to construction.then a lady comes to the door with a welcome packet that was not for us. Then after numerous hours on the phone with Vacasa reps we were relocated to another condo that was suppose to be ocean front …mind you we still had not been able to relax after driving all night.couldn't get in the gate.had to make more calls to get access.then couldn't get in the lobby because they closed at 4 so we didn't have a packet with access codes and bracelets so had to make more calls for all those codes ect.the condo was not ocean front it was across the street from the ocean but we were way to tires and exhausted to fool with moving again. And we were to tired to go on with plans we originally had made for the night so we decided to just grab a pizza ect.our condo door would not lock so i didn't feel comfortable leaving our stuff there so we would load up stuff in the car AGAIN. We had to cancel our plans for the following morning because I just couldn't do all the loading and unloading again. The dryer didn't work. I could go on and on because there is more but what was suppose to be a fun relaxing weekend turned into a nightmare and Vacasa has only offered to refund the difference in price of the rooms they have stated they can't even refund the funds for the bracelet access from the first condo we were at and we didn't even stay there. I would not recommend.I wanted to get a hotel room for the night and come right back home!

Booked a home through airbnb that was managed by Vacasa. No hot water at property (luxury property that cost ~$1500 a night FYI). Vacasa gave excuses for 3 days ("you used all the hot water," "you don't know how hot water works," "please run the water for 10 minutes before saying no hot water") prior to finally sending a plumber on 4th day (out of 5) who confirmed water heater was not working. Spent the entire day >6 hours at the property coming in and out of the house with the water shut off (could not leave, could not cook, could not use toilets, could not wash hands) to fix water heater, so we effectively did their maintenance on the property while simultaneously paying to rent the home and had to completely cancel our day plans (beach, lunch and dinner reservations). Had hot water for a total of 4-6 hours prior to leaving the following morning of a 5-day stay. Also tons of maintenance issues with home (leaking roof in 7 spots with active water leaking from roof, extensive water damage and likely dry rot/mold--led to asthma exacerbation of my guest, broken window locks and security hazards, no propane is bbq grill (was asked, "do you really need it?" when we notified them). After asking to discuss w manager, company refused to have a manager reach out to me. Total cost for 5 days/4 nights was $6000 for no hot water almost the entire stay and my group being forced to do the maintenance work on the house on our last day. Was insultingly offered only $200 compensation as they said "we fixed the issues during your stay". Hot water is a basic amenity and we did not have it for >90% of our stay despite paying >$1500 a night. We would have had hot water if we stayed in a motel. They should have offered us a full refund, such awful, awful customer service. DO NOT USE VACASA TO RENT YOUR HOMES AND DO NOT RENT HOMES FROM VACASA. They are a terrible company.

Vacation was cancelled during COVID when all flights were grounded. They wouldn't refund but did provide credit for 6 months. With travel restrictions in place still after 6 months they agreed to provide credit again with no deadline for use listed in confirmation email. Trying to book travel now and they are saying credit as expired (even after they acknowledged their email had not said there was an expiration). Lost over $4,000 USD. Oh, and they tried to lie when they said they "couldnt honor the credit as we are a public company and the SEC won't allow it" they really do think that people are dumb enough to believe that?!?! Wonder of the SEC knows that this company is blaming them when they shaft their customers. #SEC

We had a trip scheduled mid January to ski in the mountains. Travel plans made, PTO taken from work, ski gear rented, and I get an email on 1/1 just 2&1/2 weeks from the trip telling me that they double booked me and my trip is now cancelled. Keep in mind, I booked this trip last August and had paid in full.
Their resolution was to move us to a different location and we could choose from a list that they put together. The list had rentals 1/3 of the cost/value of the one we had booked. The comps were crappy and not even comparable. When asked, the agent told me that the comp list didn't include the VRBO fees that we had paid. I can't even tell you how mad I was!
They also offered full refund on the rental only, but not on travel expenses or equipment rental.
I will never rent from them again!