VacasaReviews 1,257

This agency represented a home for rent that turned out to have a broken heat system, when lows in the area were in the 20s. Their solution was to offer an incomparable alternate rental that didn't look like a cabin at all, was in a valley surrounded by other homes, and lacked the amenities of the original rental (we chose this rental for its cabin-like feel, beautiful virws, and excellentammeties for the kids in the family). This was only offered after hours of trouble shooting and well into the evening when it was dark out, making the thought of packing up (again) and navigating an unfamiliar area unthinkable for a large family with elderly family members. They refused any sort of compensation, claiming they didn't owe it b/c they offered an alternate, no matter the hardship involved and lack of equality with the alternate. We were hung up on by an extremely rude manager and denied any sort of compensation for the awful difficulties we faced. Beyond the heating issue (or lack there of), the place was sorely lacking in cleanliness' dirt dishes in cabinets, dirty linens on the beds, dirty toilets, and trash strewn outside around the cabin. We are seasoned cabin renters and will NEVER use a home managed by Vacasa ever again. Just terrible.

We have rented many homes and generally avoided VACASA. We should have stuck to that approach, as a recent rental of a VACASA Wisconsin home via Airbnb was a failure. The short story - the rental was for late November in northern Wisconsin, a time of year when snow is likely. We're good with snow - grew up in the area. Two days before the rental, a relative drove by the property, to find the driveway entrance plowed in (which is normal in a snowy climate). The rental listing advised having a 4WD vehicle, which we did. However, a 4WD isn't going to drive over a blocked driveway. So, we contacted VACASA only to be told they don't provide snow removal, "but salt would be available." I said that was not acceptable as we could not access it even with a 4WD. Over 24 hours went by, still no response, and more snow forecast for our time there. As much as we love snow, we also need to come and go, so we cancelled. So far, a refund of the full cost has been denied but we are not letting this go. We are working through AirBNB's resolution center, and will take it beyond that if needed. I should have heeded my gut to NOT rent through VACASA and encourage others to choose other better options.

The house we rented from Vacasa had so many issues. The door lock on to the bottom floor didn't work, and wasn't locked when we arrived. We had to ok replace the batteries ourself. The bottom floor smelled like cigarette smoke. The TV in the living room kept shutting itself off. The Keurig was broken, I ordered the piece to fix it myself. The regular coffee pot had old coffee in it. The floors were dirty. The house clearly hasn't been cleaned well. Also, we reached out about an item that was left and they are charging a fee for looking for it, whether they find it or not. It's been two months, shouldn't the item just be in a lost and found item location? This should be a courtesy. I've worked in the hospitality industry before, we charged shipping for items, but a fee just to look for it? That's ridiculous. DON'T rent from this company. I recommend finding another. I'll never rent from them again, and based on their 1.2 star review average, there are many others that feel the same.

We booked a home from Airbnb Wednesday till Sunday thanksgiving weekend first there was a live bird in the home 2.5 hours to get a response and a person to remove it multiple items broken grill so dirty could not use and the hot tub was drained and unusable kitchen lacked most items and is extremely small

Vacasa is awful. I missed my first sunset in Key West because of you. Our rental had a battery-operated keypad and guess what? Battery dead. Called the office & was told they would send maintenance out but could not give me a time frame for when they might be able to get there. Check-in time was 4pm. Our reservation, at one of the nicest Key West restaurants- Hot Tin Roof was for 5:15pm. Was still sitting outside of our rental at that time (no sign of maintenance guy) & had to cancel our reservation. Did not receive a call back until 5:30pm to say he would be there within the hour. Well I guess it had to have been around 6pm when we were finally able to get into our rental. 2 hours lost. I told the Vacasa office that I wanted something to reimburse me for those 2 hours & our missed reservation. Even if they would have extended the check-out time, that would have been SOMETHING. Nope, not even a call back about it. This rental was NOT cheap either. I don't understand why no one can test these batteries, especially before new arrivals get there. Or make up a regular battery replacement schedule. I will never use Vacasa again!

We stayed at Adobe Alegre in Santa Fe in September 2022. Shortly thereafter, I submitted my negative review. Although my review was completely accurate, they have never posted it. Here is my review in full, for those who want to see the bad experiences, as well as the good:
"Nicely remodeled and tastefully decorated in Santa Fe style. The furnishings are exactly as pictured in the posting. Nice, newer furnishings and ample room for the three adults in our party when utilizing the pull-out sofa bed in an extra living area. The property has three small sitting areas, so it was easy to separate one as a bedroom. We found a rolled up foam mattress topper in the laundry room that was used to make the pullout more comfortable. We did find two live unfamiliar small insects on the inside of this foam topper, however, as it was being unrolled. Keep in mind that both bathrooms are en suite, so anyone utilizing the pull-out sofa bed in the living area will need to gain access to a bathroom by passing through the downstairs bedroom next to it.
Guests should be aware that arriving at night could present problems, as the property exterior is not well lit and parking is up a very steep driveway to the back, while access to the home is through a narrow steep staircase in front. The staircase is installed with solar lights that don't get enough sunlight to operate properly. So if you must arrive after dark, be prepared with a good flashlight.
I would have rated the property four stars, but we never had any hot water for the entire stay, although they were notified right away. We were not able to use either of the two soaking tubs shown in the pictures, as a result. As three women looking to unwind from our daily professional lives, we had looked forward to those tubs. Instead, we each took turns taking cold showers, as there was only one walk-in shower. They offered to move us to one of two downgraded properties or a hotel, with either fewer private sleeping areas or not enough beds. Nor did the offered properties have adequate kitchen space. So, we had no choice but to decline and stick it out. Hopefully the water heater is replaced before another guest rents the unit. We lost quite a substantial part of our vacation dealing with the inconveniences and waiting for phone calls on this matter. They did give a very small token refund for this major inconvenience."
I posted the above review to another independent website, and someone within their damage control department responded that they had offered us a full refund if we found another place to move to. This is a false statement. They never made such an offer, and only made offers to move us to downgraded properties later in our stay, with no offers of a full refund. And I kept all of the communications with them. While the property itself would have been nice if the water heater worked, I would never rent from Vacasa again. They cannot be trusted.

Vacasa is an absolute joke. I had a family member work there & she was treated horribly for the majority of her stay. Never once was she trained like the boss & website said she would be. Not even for the few times they made her work through her d**n lunch. Also said she never would get paid for working OT, yet they had her working OT almost every single day. It really took a toll on her mental health & that's infuriating bc the benefits are actually really good & so was the pay. But nothing, I mean NOTHING is worth your mental health. Vacasa has had SEVERAL lawsuits already filed against them for a variety of reasons but they clearly don't care about their employees or their customers concerns. I do not recommend anyone choosing vacasa to rent from. You'd be wasting most of your time.

Nobody reached out to me. I never received a call ir visit from the Host.
My money was taken and I couldn't use advertised amenities.
Paid for heated pool and was not able to use the pool AT ALL.Had to cancel my guest do to parking limitations.Unsafe and outdated furniture.
Never used the grilled. So dirty.
I'm checking out today and the trash can container is full from previous guest. Horrible experience. Will never use or recommend Vacasa/Airbnb

We booked a rental in Canada at a place called Blue mountain. We received a message that our payment could not be properly processed and that we would receive a return of over CAD $700. We called and even sent the email where all of the information was clearly written that we would receive the return within 12 days. It has been 2 months and nothing. They have even stopped picking up our calls.
This is so sad to know that a large company would defraud hardworking citizens. What goes around comes around, that i am sure of!

I am a homeowner in Angel Fire, NM. I signed with Vacasa to manage my property. The management stinks. They have not responded to guests on the weekends. I have had to take care of problems myself. They don't clean for cobwebs (requires a "deep clean). House not prepped for arrivals. When 2 chairs were broken, they were just placed against the wall - in pieces. They have not steam-cleaned for dog pee. I had to do it. I'm changing property managers and Vacasa has forced me to buy a supply of Preparation-H during the process. Don't list your house with them!

First of all we were told that the unit would be ready at 4pm, but upon arrival at 6pm, the cleaning crew were still there! Upon entering we found the tile floors were sticky and dirty, dust on everything, beds hastily made and sheets did not fit (Also torn), had to fix the one bathroom toilet, because it did not flush! Dishwasher had a broken part inside, so it would not work properly! Battery missing from remote controls and at least one smoke alarm! Light over dining room table was so dim we had to go out and buy brighter bulbs just to see! We also found a Palmetto bug / Roach walking on the living room wall! The first night we called Vacasa and they said someone from maintenance would call in 24 hours, we spent the next week at the condo and never heard from them! I would rate Vacasa at a Zero, but it doesn't allow for that. The condo was under new ownership, but we saw NO excuse for this kind cleaning and care for the price we paid! See attached photos.

My mom and dad were scheduled to rent a place in Feb 2023. The hurricane came in fall 2022 and my mom's friends said there was alot of debris and mold in the area they are renting. My mom has horrible health issues and severe asthma and allergies. My dad tried to cancel their reservation 5 months in advance and they refuse to give him back just over $5,000 even with my mom's extensive health issues (which I think should be taken into consideration given she can easily have physician send info). This is completely unacceptable to treat someone with a severe health issue trying to cancel 5 months in advance like this. The host should be mortified.

We rented a two story house from Vacasa, with most of rooms downstairs, we were not able to use the downstairs, it had so many huge pet stains all over downstairs carpet, MULTIPLE stains, it smelled and was absolutely gross. There was garbage all over in "fenced" backyard and was so overgrown and had poo everywhere it could not be used. The upstairs toilet leaked from the bottom of toilet, and fridge downstairs leaked everywhere. We let Vacasa know, and they admitted they had seen personally the carpet but blamed the owners. Vacasa was a horrible place to deal with and still cannot believe how they treat people. We learned our lesson and will never use them again.

We arrived at the rental property to find that the fireplace, hot tub, outside lights around deck, and master toilet had a leak. Called to report and they sent someone out the next day. The only thing fixed was the leaking toilet. The man who came to follow up on the service called and told my husband no one could fix the hot tub until till after the weekend, the day we head home. We have talked to 3 different supervisors with Vacasa and nothing seems to get resolved. We have been now not getting answers for over 24 hours. It's super frustrating because this is our first time renting a house instead of staying in a hotel because of the amenities a house offers. Frustrated and want to speak to someone above the supervisors to get these items resolved or moved to a new rental which is what the first supervisor told us. I feel bad for the owners of this home as they probably have no idea the company representing them isn't accommodating the customers.

There is no communication.
I was booked some apartment.
Vacasa team canceled that reservation without any reason.

I do not recommend EVER booking with this company's. Rental agreements are very gray and leave e company loop holes to screw over paying customers. I will be obtaining legal counsel to review our account. DO NOT EVER USE.

I would give NO stars if allowed! This cabin was absolutely filthy! We checked in on a Saturday and received a text message asking about the cleanliness upon arrival. I gave them a 3 and sent pictures. We were contacted by the local staff and were told that nothing could be done that day or the next. As we unpacked, we noticed more filth and sent more pictures. Sunday, we found that the dryer did not work. (Now we had wet towels and no clean ones.) Contacted the local staff and he said that they were aware of it and would try to get a tech out to fix it. Monday, we asked that the local property manager come take a look at the cabin as we were so upset with the condition and the fact that we paid a lot of money for our rental. The manager came and took his own pictures. He said he would send more towels and a cleaning crew the next day. One really nice lady came and worked most of the day and apologized that she could not finish. She said she had no idea that it was so bad!
I stared the process of trying to get some compensation as soon as we got home and was so disappointed in Vacasa customer service! They started a ticket number and said that they would be in touch. I called 7 times and spoke to 7 different representatives within 2 1/2 weeks. They only offered 275.00 compensation for cleaning fee and dryer. They said I would received follow up email and a check. I have never received either.
What was supposed to be a wonderful vacation we a horror! They advertised expert cleaning and 24/7 guest care-definitely not the case!
I have submitted a review on the Vacasa website on Paradise View in order to warn potential renters but it has never been posted. It is clear that they are not about honesty..

This company bought out a local rental agency we used for our yearly family trip. After the buy out the yearly rental price for the property we have always stayed in nearly doubled in price due to their extremely high booking fees and cleaning fees. So thank you to this piece of $#*! company for being so greedy that our newborn daughter will not get to grow up enjoying the same vacation we have enjoyed for the past ten years. You suck!

We were initially impressed with how quickly they had our stay booked when we found a great place in Costa Rica for our honeymoon in an area we had heard so many great things about. Six weeks after booking, Vacasa contacted us to say our place was not available anymore (we had paid the price for our stay in full already). They gave us options of condos 45 min- an hour away, with prices double what we had booked. When we asked if they would be covering the difference they said they could give us a 25% discount. We decided to find a place in the same area and not use Vacasa, so when I asked for a refund I explained I had gotten a new debit card since booking the stay due to some fraudulent charges so they said they would have to send a check which would take 6-8 weeks. We had to pay for another 6 night stay out of our pocket while we waited for this check. This experience began on 10/18/22, so it has been over 3 weeks since they initially told us our home was unavailable. I had asked if they could please at least expedite the shipping of this check, but I guess they decided not to, we received an email yesterday saying our refund for the stay that was cancelled on us would be sent regular USPS and if it doesn't arrive in 3 more weeks to let them know. When I replied asking what happened to the expedited shipping of the check, my emails keep coming back as undeliverable. I'm not sure if they chose to not put in the effort because we booked elsewhere, but I would 100% never recommend this company as a trustworthy vendor of vacation rentals. All around horrible experience.

I have had my home listed since January. I did not get any bookings for the first three months! I also got charged $150 for forms and $595 for the linen cloth program that I said I did not need and was not supposed to be charged for so long story short before I made any money I was already in the hole. No one knows anything about anything their customer service is a joke. By the way, there is no supervisor for their reps. If you ask to speak to a supervisor they will not allow that. You also are not allowed to talk with HR or anyone but your property manager or their cs reps who really don't know anything and will tell you anything to get you off the phone. I have had nothing but stress dealing with this company. Also the latest and greatest, they did not deposit the full amount into my account again. Statements are released on the 10th of each month but not at 12 midnight, they are posted throughout the day whenever it gets uploaded apparently. It is 8:28 am and the statement is still not loaded into my owner portal so I can see why they took money from me this time and what it is for. Also, I am pretty sure every time someone cancels a reservation Vacasa gets the cancellation fees I have not seen a dime from any of the many cancellations. If someone stays in September but leaves in October you will not get paid until November 10th, essentially waiting about 30 to 45 days to get direct deposit so do not be fooled when they say you get paid every 10th or in 3-5 business days that is another lie. I hate this company, I put a request in writing to cancel my contract I did not even get a response to that email, that was two weeks ago. I sent another inquiry to make sure my request is being processed and I got an email saying someone will follow up with me about it. I am not going to hold my breath they are not getting back to me that was a few days ago. I HATE THIS COMPANY!