VacasaReviews 1,257

NEVER rent through this company. We arrived to a dirty home, no AC or water working and NO ONE from vacasa to help. This home is in Florida - NO AC! We called and emailed and text 30 times. We finally were able to locate the owner through public records and after two very hot and sweaty nights the AC was fixed by the owner and not VACASA. They kept sending the same robotic replies to texts. Awful!

Have used vacassa for years. Have always had great experiences. Used it for a birthday party cabin in Mt hood oregon. Place was very clean, but cabin could use some work. Lost power for 12 hrs, contacted vacassa, and they said we are sorry. Hottub was also not up to temp when we arrived, and then took 8hrs to reheat after power went out. Will no longer be staying with vacassa.

Absolutely terrible. We rented a place in South Carolina. Then Hurricane Ian started heading in that area. I kept asking if it was safe and they said it was. I asked if the windows would be boarded during our stay and they quit responding to us. Our plane trip was cancelled due to the hurricane and they refused to cancel us. In addition they still charged us a $250 cleaning fee which was never done since we weren't there. Absolutely an unethical company and their mission statement resembles that of a crook. We absolutely DO NOT recommend their services.

We booked a house for game 6 of the World Series for 6 people! After a long drive, we get to our rental and it was DISGUSTING! Dirty, no bedding, filthy appliances, fridge was not working and one of the beds in a bedroom had been slept in and was still dirty and most of the lights didn't work. We called right away and could get nothing done! We had to find a new place at midnight and their customer service has yet to refund us and we are still out $1,066 bucks! Do not use these people and definitely don't book the Houston Charmer!

We rented a house in Tacoma, WA and contacted their 24/7 customer service line 2x about the same issue. We were told they'd work on the problem. Nothing ever happened. I left some clothes there in a drawer and contacted them the same day. We were told there's a $25 finders fee and we'd have to pay for shipping. $25 to get MY things back! The lady hung up on us. I have called back, no answer. I have emailed, no answer. I have texted, no answer. Horrible company! I see. I see many replies on here from an Adam P. That are absolutely useless and offer even more of their zero customer service.

I received a late check out option via email from vacasa to check out at 2pm. I went to request to check out at 11am versus 10am. I was denied as they needed to prepare for other guests. In their response to my review on trustpilot they shared a different reason for denying: a lie! I checked if there was another rental behind me and there wasn't: again a lie. This experience makes me wary of renting from them again.

We had to cancel our whole trip with how disgusting our place was. They gave me the hardest time and left me on hold for 30 minutes. I repeat do not book a trip through this company. When I asked them to make it up they told me no and enjoy my stay I
N San Diego.

Failed to provide access. Gave wrong code. No support or response. Left family stranded. Been chasing for refund 2 months.

It makes me mad that I had to deal with this company when we rented our place through VRBO in the first place. The beach house we were given was an upgrade after the first one had a maintenance issue. The joke is that it was supposedly an upgrade because the place had dozens of roaches crawling out of the sinks and drains. Vacasa could have cared less and didn't even respond or hasn't so far to the complaint. I guess the owner of the condos for plus star rating is going to go down a lot after I get done reviewing it.

WORST CUSTOMER EXPERIENCE EVER - Dishonest Company with Unacceptable Service

Firstly, before our booking, a manager of Vacasa confirmed in our Airbnb chat that they can provide a mid-stay clean service for this property. A few days later, when we proceeded with the booking and payment of the property, I contacted them to arrange the cleaning. Their reply was that mid-stay cleaning is not offered as an amenity for this rental home even though we have mentioned that this service will be at our extra expense.

Secondly, three weeks prior to our arrival we requested a rollaway bed for one of our kids. Vacasa informed us that they do not keep extra beds and that they wouldn't be able to provide one. I've searched online and found a rollaway bed for rental but I couldn't proceed with the booking as I didn't know when/if a local staff would be able to receive the rollaway bed before our arrival. Although we found a solution to "our problem" on our own, Vacasa and local managers did not cooperate.

Thirdly, on the 22nd of October, we arrived at the house. After a fifteen-hour flight, our only need was to get in the house. Unfortunately, the code they sent us wasn't working. We managed to get in with last year's garage code (we stayed at the same property last year under a different management company), and we have no idea how that was even possible. After several phone calls with Vacasa managers, we've been informed that they missed sending us the garage code. Our check-in at this property didn't go smoothly at all.

Finally, when we got informed that our flight has been rescheduled, we requested a late check-out and we were told that late check-out is not available as the housekeeping team needs to prepare the house for the next guest's arrival. Once again our request was denied. We've searched on different platforms and the house had no reservations for at least the next two weeks.

Communicate with this company from the beginning was terrible. You'll never speak to the same agent twice. I asked for early check in and kept getting the same automatic message saying I'd receive an email if I got early check in. I finally received an email 30 min before check in but people were still there apon arrival. They let me know 30 min before that the hot tub was not working. That was one of the main reasons we booked with them. They said they would at least refund me $65 for each day. We had a few people over for dinner and headed out for an event at 7:30 pm. No one was back at the house untill 1:30 am. But I received a text saying there was a noise complaint and we were over occupancy at 11:15 pm. No one was even there. They called at 3:30 saying we had to leave at 10 and could not stay the extra day. We agreed even tho we thought it was rediclous we were not being loud, half of our group was asleep. Then called and said we had to leave immediately at 4:30 am on Halloween weekend. They threatened and said they had called the sheriff. Some of guests drive home was 2 hrs. They put us in a very unsafe situation. I feel totally scammed. They're obviously spying on us the whole time. We came for a vacation, no reason we should have been kicked out in the middle of the night. I book rentals regularly and have never experienced such a disappointment.

I will not ever book again with Vacasa, there is a complete lack of responsiveness. We needed to change dates 5 on this in advance and the dates were available. It took me a week to get them to respond and it was still available. I answered the verification question they asked via email within minutes, and then again no response until they emailed and said sorry now the house is booked. Glad we found out how bad they are before we arrived at the house. We are well within the cancellation period, but I am sure that will take weeks to get a response on.

We paid $1700 for a 4-day stay at a beach property. Very bad experience. Huge disappointment.
Carpets were soiled and filthy. Sofa/Couch fabric was dirty. Shower stall had mold and mildew. Cushions in bedroom were filthy and only 2 thin pillows were provided. Even after repeated text messages, phone calls, emails, sending photos to customer service, we did not receive new fresh pillows. Very poor customer service by Vacasa!
Air conditioner was very noisy. Washer was very very noisy - sounded like an airplane taking off and you won't hear anything else! The dryer lint filter was blocked with so much lint that clothes were not drying properly, a potential fire hazard! So we cleaned it ourselves.
Phone calls and text messages to customer service did not yield any results. We were told that local staff will contact us, but no one from the local staff attempted to deliver pillows to the home, and if we didn't answer the door it means we were not in. The local staff did not call us or come back again to deliver the pillows. For all this Vacasa refunded $110, compared to the $1700 we paid for the stay.
Vacasa says "Customer satisfaction is our priority", NOT REALLY! Book through VRBO or Airbnb instead! Don't waste your time and energy on Vacasa!

These people rented my condo even though I am not a customer of theirs. Then they refused to pay me the rent form said rentals and also to reimbursement for the hotel I had to rent for the weekend since there were guest in my condo. Claudia at cooperate has been telling me for two weeks that payment was on the way.
This company is a joke, and this is illegal at the very least

The check-in was easy. The lady in the Snead's Ferry office was a sweetheart! However, the unit itself, #2304 Topsail Dunes, was a disaster. For starters, the unit, listed as a "paradise" is actually a "Paradump"! The unit was filthy... sandy floors and tabletops, dead bugs, hair and paper bits in the bathtub, the vanity in the bathroom was caked in dust and lint. A dirty sheet and torn off store tags was hiding under the bed comforter. Also found used contact lenses balled up and thrown on the floor, along with numerous "dust bunnies" everywhere. Multiple cookware items and dishes in the kitchen had stuck on food and bugs. The patio screen door was missing. There were multiple deep scrapes and dings in the walls as well as a partially exposed outlet next to the sink(a code violation), peeling wallpaper, etc. The whole place is obviously poorly maintained and no real cleaning. The one positive was a beautiful ocean view, with the caveat that you are located over the pool area(might be noisy in summer). I have been in many rentals in the past, but never anything like this... totally neglected property! I spent out first night there cleaning(yes, I contacted Vacasa). They did refund $129, but at second thought I feel they owe me a good bit more of a refund. This was our first vacation in 5 years and this was definitely a negative experience! Airbnb

Your receipt from Airbnb

Receipt ID: RC342SHBN8 · October 3,2022

North Topsail Beach

5 nights in North Topsail Beach

They gave us the wrong entry code twice one being a day after we should have been in the apartment
There were ants in the apartment and water coming through the ceiling and no response for nearly a week and no phone line out to contact anyone

I have never experienced such poor conditions as I have this week. To begin, there are only two tvs in the unit and the one in the master has no sound. The furniture is horrible and was not used all week. The beds are horrible to sleep in. Found a cockroach in the master bath. The sliding door in living room sticks or off track.
I paid good money for this to be a nice vacation and instead it's been horrible.
I have no rating for this, unfortunately I must enter something for a rating, I'm totally disgusted. Will not rent from them again.

We rented a house for a fun trip to the Keys. We live in SWFL and our cancellation deadline was 9/26/22. With not plans to cancel, that date did not matter until 9/28/22, when Hurricane Ian ravaged my community. Our home suffered almost 3 feet of storm surge inside. We lost all of our cars and no longer are able to live in our home. I contacted both Air BNB and Vacasa to explain the situation and request a full refund due to the natural disaster and the effect it had on our home. If vacasa had canceled on their end for us, we would have been allowed a refund or even if they accepted our refund request. But they are greedy company and are not willing to help a customer in a unforseen situation as big as a natural disaster. They are keeping $4300 of my money becuase of their "refund policy". So money that I could use to buy a car or put towards my home or even rent since I now have a mortgage AND rent. They denied my request. Will never use either company again

We rented through Vacasa for our stay in NC mountains. Our original reservation was Linville Land Harbor. When we arrived to the property it was filthy and needed some repairs. It smelled of mold. We called and texted the company and sent pictures. The first time we called the person was very rude and said the cleaners were on the way. The second time they told us they would be there in an hour to start cleaning, then we got a text. Saying that our rental had been cancelled. I called them promptly (3rd person I spoke with) and they gave us another rental unit. It was clean and in much better condition. Then we tried to use the washer and it was broken. So, we called them and texted. They never sent anyone to fix the washer. Same with the dishwasher. It took us until almost 7:00 to get into the new unit after many phone calls and texts. We have not received ANY compensation. They have HORRIBLE customer service. They do not respond!

Me and my family rented a home on Vacasa in Big Bear and when i went there the electricity went i couldn't use the heater and my two kids got cold and they are sick now and i paid extra money for the hat-tub but when the electricity went the hat-tub water got cold and i didn't even used it and i called at first they said they would refund 200 dollars to me but they lied and then i called them again and they said that they can give me only 20 dollars and they are liars they are lying at first to just hang up the phone and they are not refunding the money back and i will never use the vacasa and i would recommend my friends to not use vacasa anymore