VacasaReviews 1,257

First, the unit was dirty. Walls filthy, rugs grimey. The bathroom sink shut off, no water, next TV didn't work. Called no one came, Bookong offered me 26.50, what a laugh!

Made a reservation 2 months before arrival date of Dec 20 in Breckenridge. All fees paid. Flew into Colorado just happened to check my email to find Vacasa canceled my reservation due to house had water problems. Couldn't find another home comparable due to, they say, no other pet friendly ones available. No call was given to discuss this situation. Who does this to a customer? They stated full refund will be credited in 3 to 5 days. 3 weeks later still no refund! Called Jan 2 they told me will take 7 weeks due to refund dept backlogged. That should tell us something there!

We arrived at the property after having
Made reservations a week prior. The home was Filthy! Obviously other vacationers had vacated the property Several days prior. They left 25+bags of garbage in the dining room all beds were stripped tubs full of dirty towels dirty bathrooms cobwebs everywhere and the SMELL! No response from Vacasa the management company. We met another group who had the same experience. No housekeeping and no response

Stayed at a rental in Florida. Vacasa is a joke! Our rental was dirty. Promised a phone call from someone local within 5 minutes and a reclean.
Neither happened.
My advice is to go with another property management company.

We had no running water for the first day and a half when we arrived. Then we had to pay $700 to fix it. The toilets could only flush once then would clog if u tried again and we were miserably holding in our need to use the restroom for 11+ hours. My mother was miserable with a migraine and vertigo for 3 days and the fact she couldn't shower or take a bath was horrible. We called many times and they hung up every time. Then finally once they answered they said the would send an email, and the email was BLANK! It was completely empty. Then after calling many times again they told us if we arent happy, we can leave. The heaters worked horribly. Not only did the heaters work horribly, they also were disgusting full of dirt, dead bugs, and other black stuff with a chance of mold. I was there with my mother, step sister, step dad, dog, and grandmother. The service and treatment we got was disgusting. They said the wouldn't pay us back for the $700 WE HAD TO PAY for their disgusting cabin. If we didn't we would have had no running water and would have rotted in the middle of nowhere. You couldn't even fill up that bath halfway because it would flood to the basement. We had lots of dirty clothes and bought detergent in advance, and after one use of the washing machine, we couldn't clean our clothes. I tried turning the fan on, and it almost fell. All the fans were loose. My step sister was laying down with the fan on because she was tired and was scared the fan was gonna fall on her because of how loose it was. A screw was not screwed in, in the fan. It swayed side to side when on. There is also an attic open with dust and there is no door to close the attic. It was supposed to be a fun holiday with our family and it turned into a holiday horror.

Apartment was nice, however elevator was broken and they waited till arrival date to advise of same. Also, coffee maker and washer and dryer were broken and any call for support it routed to overseas with promises for a call back from someone local, and you never get a call back. There is no accountability because you can't review like on AIRBNB or VRBO, thus they completely ignore any concerns. Save yourself the frustration, pay a little more and DO NOT RENT DIRECTLY FROM VACASA.

I will not get any Airbnb or VHBO unit again if the owner is listed as Vacasa. Like the below reviewer stated, they will not help at all when there's a severe storm that we're not even able to arrive at the mountain destination. Their excuse is always "company policy". Well, my personal policy is to tell anyone I know that this company is unreasonable and very horrible. I hope they enjoy their underserved money and eventually people will have their "policy" not renting anything from them.

Spent time on Honeysuckle for vacation w family and a 2 year old. This was the worst rental we have ever stayed at. There were no extra blankets, mattresses were hard as stone, hardly any towels and pillows were very few. In fact we had to go out and buy more towels, dishwasher liquid, pillows, etc. All closets were locked with no way to hang up our clothes, no bureaus, living out of a suitcase for a week. Very unwelcoming.How awful. Never again would I ever recommend Vacassa. Avoid at all costs!

House was not ready. We pay a hefty cleaning fee for a professionally clean rental (their words)
Dirty sheets still on bed along with dirty towels everywhere. Trash overflowing old coffee still in pot. Called Vacasa, said they would try to get someone out within a few hours. So sleeves rolled up, we stsrt clean8ng,cstripping beds and washing in machine. It was disgusting. You pay a large amount for walk in ready. Check in 4pm, two older women showed up at 7:30 done with vaccuum, wash floors made beds. Mico, fridge never touched, coffee pot cleaned by us. They wew gone in 45 min. A light clean at best.
Terrible experience.Spoke with home owner they called property mgmt and Vacasa. Asked for us to be refunded cleaning fee. Vacasa now bulking to refund.
Failure to satisfy complaints and make wrongs right.
Never again. I hope the owner will drop Vacasa from renting out their property.
Stayed in All Tucked Inn
Dec. 27- 30,2022

Date of experience: December 27,2022

We arrived Christmas night to a disheveled unclean messy property, inside and out. In addition, there were dead fly's all over laying on the floors, steps, counters throughout the entire house. We had to clean up this mess before making our Christmas dinner. Not Pleasant! The next day we were cleaning windows that were filthy to try and enjoy the view. The following morning were woken up before sunrise to seawater flooding inside the house. We seriously had to scramble out of bed to gather all our belonging as the water was pouring in, electric heaters arcing and lights flickering. Unbelievable! We were there for one full day of hell and were charged for two. Vacasa would not refund us not even for one day. We really felt mislead and scammed by Vacasa. In addition, there so-called support team stinks…Vacasa, Never Again!

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.

I booked an Airbnb rental for a week over Christmas 2022 and the new year 2023. As a victim of Southwest Airlines' massive flight cancellations, I was unable to make my reservation and had to cancel. I was only refunded taxes and the cleaning fee. Vacasa Oregon's regular cancellation policy requires a month in advance guest cancellation for only a 50% refund. I reached out due to my extenuating circumstances, but Vacasa Oregon gave me no consideration and no relief, not even a 50% (or less) refund. Airbnb didn't stand behind their own extenuating circumstances refund policy either. If you book with this company, you better get the insurance, but I don't know if that would really be helpful.

We rented a house through Vacasa at 146 Mossy Creek Lane on Sugar Mountain, NC. It was not clean on our arrival at 4 PM on December 26. Vacasa customer Service was notified of the problem within an hour of us checking in. We also received notification that the hot tub was not working and no ETA when it might be fixed. We are skiing and rented the house for the hot tub amenity. The game room was not in working order but not listed as so. We flew in from all I've the country and were unable to find another lodging, forcing us to stay in unsanitary living conditions, a shell of a house. As we checked out the poor petty was still not cleaned by a cleaning service. DO NOT RENT WITH VACASA.

When you got problem, the only thing you can do is to call the customer service, then you are told to wait the local manager to call you back, then nothing happened.

The followings are my story: The air conditioning system does not work, The room temperature was only 62F degree. In first 3 days I called the customer service every day for this problem. It never get fixed. When I realized they cannot repair it, I requested to change to another place, they never address my requirement. Plus some of towels and blankets have significant dirty spots. And at last day, one rest room leaked from ceiling.

I booked a condo and was quoted $500.00 but then they added another $300.00 on top- 'without my permission.' I cancelled 15 minutes later and then spent the rest of 2022 trying to collect my refund for a total of 15 hours on the phone! They still owe me $600.17 and I will never give up but they lie every time I call them and put me on hold for half an hour or more or just hang up on me.

DO NOT DEAL WITH THIS COMPANY.

As an owner, Horrible management by Jess Santos and Chris Mitchell. Filthy cleanings. They do not change sheets, comforters or even towels after stays. I had a blood soaked matress they were demanding to clean instead of replace. Drugs, used condoms under uncleaned bed Their fees are twice as high as other rental companies.
Google reviews were so horrible. The broke rules to have it removed from searches.

An employee at the Deleware Sea Colony attempted to rob my data using a third party service called hello sign. Despite attempts to resolve the issue - Vacasa was slow and unclear in their response. When I tried to cancel - they refused to take any responsibility for the actions of the employees and would not allow me to cancel.

HOMEOWNERS BEWARE! Read the fine print of VaCasa's Agreement. Learn how VaCasa makes 100% of the revenue while homeowners get 0%. Here's how. When VaCasa charges guests 50% for the cancellation, VaCasa keeps 100% of the fee and Homeowner gets 0%. That's because VaCasa cleverly considers "rental proceeds" ONLY WHEN THE PROPERTY IS OCCUPIED, so, If the booking gets cancelled, that's NOT OCCUPIED AND NOT CONSIDERED BOOKING REVENUE, so they keep all the proceeds and give homeowners $zero. So, in essence, it's financially far more advantages for VaCasa when a booking gets cancelled and VaCasa charges a cancellation fee. When this happens, instead of making the standard 18%-20% of the booking, VaCasa makes a whopping 50%. What a nice raise at the expense of the homeowner. We recently had a 39-day stay cancelled. I was looking to net about $13,000, but after my house being off the market for 2 months for that stay, the booking was cancelled. The guest was likely charged about $8,000 of which I get $0.00. This practice is both shortsighted and heavy-handed- and NOT a partnership. I loved VaCasa, and I still love my local property manager, but now, I feel disillusioned. I'm actively looking to cancel my agreement. So disappointed. Consider yourself warned. All the best.

We had booked a 2 bedroom condo in Hawaii thru Vacasa in early December and made final payment. 3 days later they sent an email saying that the booking was cancelled and stated that they have a list of other options available for me and if the cost was higher than they would cover the balance. They sent me 2 options, one was a 1 bedroom apartment and the second was a studio with no bedroom at all. Neither of these options were a fit for a family of 4 so I requested a refund and found another place at a much higher rate. 5 days later they call me to tell me that they can now rent the condo to me and say that everything is all good for the rental. I found this totally unacceptable due to the fact that we will be travelling within the next 2 weeks. They gave me no reason as to why it was cancelled which I find very strange and then all of a sudden it is available. Be very cautious with this company, I would hate to see someone else have to deal with the headaches and higher out of pocket costs that I had to deal with.

We had used Vacasa for a Christmas getaway to Big Bear Lake. We were staying in a place called the Lazy Bear Cabin. We were due to leave tomorrow -23rd December. Late last night they sent a cancellation emailing citing lack of "housekeeping" with no other explanation. For the importance of this trip and the fact it was a whole house with cleaning facilities I would have cleaned the place myself after staying there. It was the first Christmas I've had off in many years and to be treated this way by the company is really poor. I'll never be using Vacasa again because this is just unacceptable.