VacasaReviews 1,257

I booked with Vacasa through Airbnb and will never book with them again. Terrible customer service and communication. Fees for a later check out, fees if you leave something behind, unhelpful/generic responses to inquiries. Do not book with them.

In January 2022, we booked our vacation home for October 8 2022 thru October 16,2022. On October 6th 2023 we received an email about our booking and it said that our vacation had been canceled due to construction going on at the home we booked. Talk about being bummed out. My grandmother had to spend hours looking for a new beach home for those dates. Thankfully we were successful, but we shouldn't of had to go through all that trouble. It's not easy for anyone to reschedule their vacation, let alone wait on a refund to come back so that they can last minute book another rental. This is also very inconvenient for those who have to fly in or travel by car from out of state. Imagine if they were on their way and while on their way they got that email? This is wrong and it is not okay. Do yourselves a favor and NEVER rent from these people ever. They are not to be trusted what so ever.

I booked a Vacasa home from October 20-22 in Blue Ridge, GA. When arriving at the property, the arriving instructions were very poor! To get to this property, you have to follow a DARK, literally no lighting, gravel road which makes you feel like you are driving into a farm. Then to get to the actual property, you have to go down a STEEP hill which if you don't have a 4x4 vehicle, there are chances of you getting stuck or even drive off the road from how dark it is. It was EXTREMELY difficult finding the property since the sign that supposedly holds the home number is broken and the only reason I found it was because after over an hour of driving and searching for the home I decided to walk the gravel road, in PURE DARKNESS and I found the sign broken and under a bunch of leaves on the ground, I then took my chances and traveled down the steep hill in pure darkness.
Next issue, during our entire stay, the lockbox was having issues to unlock and lock the home. When we finally arrived, I had to spend another 30-40 minutes continually inputting the code (which was the correct code because I was getting the green check mark on the lock box) but the door was simply not unlocking. It would continually make the unlocking/locking sounds but would physically not unlock. This issue persisted during our entire stay where we felt very unsafe because we couldn't lock their door. Each time it would take MULTIPLE times of inputting the code in the lockbox for it to lock or unlock which was very inconvenient and a waste of time. I made this issue aware to Vacasa management and finally someone called me telling me I can use the replacement key which was in another lock box, which STILL DID NOT WORK.
This experience was so horrible I ended up driving back home and cutting my trip short, losing on a paid night at the Vacasa home because I felt UNSAFE!
I am requesting a refund for my paid night due to this poor and horrible experience.
I have videos and photos for proof!

Two times I've used Vacasa to reserve a condo, months ahead. Each time, just a few weeks before going I get a message saying sorry the unit isn't available. I am done with them, never again!

We booked a vacation for my birthday, our son had an unexpected injury and requires surgery. We asked to have the dates moved due to this unexpected SURGERY. They told us that we could either come on the dates we choose or give it away to a family member. I WILL NEVER USE VACASSA AGAIN!

Rental full of trash, debris, smells of mold. Unsafe driveway and mountain roads barely passable not disclosed on website. This should be clearly posted that property is for 4x4 or trucks only as my car could not go up the steep incline in front of the home. It's a new Honda and we had to put the car in neutral and roll down the hill to leave. Put my whole family and I in danger. After brought to their attention they did nothing. House not cleaned (they sent a 75 credit) and a lady showed up with two kids to clean an hour after check in. The driveway and road was so unsafe the local lady had to be towed off the street. Hot tub old loud malfunctioning and not enjoyable. Broken fireplace, swing, chairs all advertised falsely. The foundation felt shaken and my son felt the entire cabin shift our last day. The smell of dead animals in the bathroom. Fans and humidifiers were placed around the home to hide the mold smell. Beds hard, blankets thin. Absolutely horrible company, local offices do not take responsibility for their properties. Avoid for your own safety. Missed all our hiking, shopping events and had to use a driving service due to the road. Spent 150.00 on this they did not reimburse me even though the impassable driveway road was the reason. I feel real lucky that we survived this rental and spent hours of our vacation cleaning, scared, trying to enjoy what we could. 620.00 spent for them to terrorize my family. Beware!

We recently booked a large property in San Diego through Vacasa. On arrival the property was extremely dirty and in poor state of cleanliness throughout. Despite Vacasa sending someone over to help with this the property remained in a poor state.
Of greater concern was the fact that several key facilities that were advertised and photographed as being available were unusable and had been for sometime before we arrived. Vacasa completely ducked the issue, stopped returning messages and ignored us.
Blatant miss selling and no accountability a thoroughly disreputable company. Avoid.

My recent stay at Golden Sands is not my first, it's ALWAYS been my choice……that is until I had to go through Vacasa. HORRIBLE experience. Here's some points-

1. Contacting their customer service doesn't start within the United States, you are calling Belize. ( how do I know, the sound of a ocean was my 1st ahhh moment, then I asked and the lady said Belize).

2. Contacted customer service again with a question about linen package, that the customer must purchase. There was 5 beds in the condo.? S- would the linens be on the beds? Response- I'm not sure. Bath towels, how many? One set for each day you are there. In my case, my stay was 14 days. Since my responses where not appearing to be correct I packed my own linens. WRONG- I received one bath set for each individual who was staying with me. Then a note telling me to strip the beds and put the dirty linens in a bag, hell I don't do that at a hotel! Honestly, hell no I didn't strip the beds.

3. Requested through customer service an extra parking pass a friend was coming down the on 1st with me. Response, sorry we cannot offer it.

When some of the above questions appeared to be quite not correct, I asked for a supervisor. Supervisor responded from somewhere in VA. She didn't have any information nor answers.

2 days into my stay one of the televisions didn't work. Walked down to the rental office, they gave us the customer service number. Went back to our condo, again I had to call Belize. Please explain why? You have employees sitting on the ground level and I have to call Belize. After numerous attempts we finally got the tv to work. The office staff always appeared to not be friendly and made attempts appear as the customer was bothering them.

Golden Sands has always been my favorite place. Never ever have I've been so disappointed in my stay. If Vacasa has the rental feature next year, I will not stay there. Prior to 2019 I stayed there at least 10 other years. Since 2019-2022, I've stayed there 7 weeks:
2019- 3 weeks, 2020- zero due to Covid, 2021- 2 weeks, 2022- 2 weeks.

Golden Sands also needs to put up better lighting on the floors.

Extremely dissatisfied with our experience with this company. We had planned trip to Cape Corral Florida for 10/13-10/27 and Hurricane Ian happened and I contacted company and due to concerns about coming to area and this was response I received

"Hello Craig,
Once again, Thank you for reaching out to us about your vacation.
I understand your concern, and we definitely want to make sure that our guests and staff stay safe.
We have local staff that is continuously monitoring the situation and keeping us updated with the most accurate information. At this time the area should not be impacted by this and we are not able to approve refunds or moving travel dates for your reservation. Our local staff will continue to keep us updated as information becomes available and we will let you know if anything changes or the area becomes unsafe.
Please let me know if you have any other questions or concerns.
Best regards,
Millicent N."
My wife and I continued to reach out and request pictures and proof that house was livable and in working order and received no response and phone calls made was always replied with our staff was still working on it and house is fine and and in working order otherwise we would have been notified and they were not willing to refund us even though FEMA stated that visitors world not come to area. So guess what? I receive message the day before we are supposed to arrive stating that our reservation is canceled because the house was impacted by the hurricane! How shameful this company is in Iying to us and trying to keep our money even though house wasn't livable. This just shows that they don't put customers first and only are concerned about their pocket books! They made our vacation very stressful due to having make new plans hours before we were getting ready to leave and this could have easily been avoided if they would have refunded us our money when I first inquired and have been honest with us that house was damaged. I would highly encourage you to look a different agency other than Vacasa for your vacation plans!

I may have left my 9-month-old's personalized embroidered bath towel at the rental home I stayed in so I reached out to Vacasa to see if they had found it. They charged $25 just to LOOK for the item, plus shipping IF they find it. I've never heard of such a thing, what poor customer service.

Filthy upon arrival. Sand in beds so evidently sheets werent chznged, looked like vomit on couch. Hsur in showers n clothes belonging to someone else still in drawers. Wear black socks on bare floors because that will be color if ur feet n socks if you dont. I have nevef stayed someplace that was so filthy.

House was not cleaned, one room infested with bed bugs, one person had to seek medical treatment as she was bitten multiple times, all calls go through a central call center and not to the local rental company.

This was my 1st time booking with Vacasa and will be my last! They charge you up front cleaning fees, however when we arrived for a short getaway, the property was filthy. From feces on the toilet lid, smelly bathrooms, to hair and dirt all over the sofa, crumbs of food on all floors, table and kitchen counters, oven disgustingly filthy, hair in kitchen sink, comforter filthy and smelly, appears to be mold on vents, bathroom rugs extremely dirty and so were the floors. I contacted them shortly after check to get a response of, "I'm sorry, let me contact the property manager and call you back in 10 minutes." Needless to say, I never received the return call so I called Vacasa again to receive the same script. I contacted VRBO, the site I used for booking and basically got the same run around. I ended up vacuuming and cleaning to make our stay comfortable. As of this writing, the following day, I am still waiting on a call and their cleaning team.
Today, we go out to dinner to return and the key wouldn't unlock the deadbolt. Again I called Vacasa and spoke with a representative to advise that we were locked out. She told me that she couldn't find my name or reservation. After searching, I
Was able to provide her the confirmation number. She said she would call the local property manager and would call me back. Needless to say it's been more than an hour and I'm still waiting for a call back. I guess we will need to book a hotel for tonight. I am beyond frustrated!

I had a very BAD experience last August, after booking an apartment for two bedrooms with a family of 5. To my greatest dismay, it was a walk way with a toilet and a queen bed on the wall and a love seat. I made several calls which, I finally got the manager covering that evening. We came to an agreement that if i exit the property, they will reimburse my money which we did with immediate effect. We started making calls to other properties because it was getting late God being the greatest we worship, made us have a beautiful house, which we ended up spending the rest of our days there.
PART2: With all the calls I made and time spent, they finally refused to reimburse my money that I should send a proof of the apartment I am talking about. Guys it didn't occur to with all the frustration to take a picture. I WILL NEVER EVER RECOMMEND ANYONE EVEN MY WORST ENEMY TO VACASA.

Terrible customer service. They actually expected us to travel there during a hurricane. The airport was closed and authorities said to stay off the roads. No one could check on the condo to even tell me if it was safe to enter. They don't care though. No refunds, even during a state of emergency.

I left my IPAD at condo we rented... They charged me $25 just to ask cleaning crew if they found it... 3 days later and 40 phone calls and text no one has heard anything about it... these phone calls and text are all directed outside the U.S. no i still have not heard anything!

I made a reservation through Airbnb with Vacasa to attend Oceans Calling in Oceans City, MD, however, due to Hurricane Ian, the event was cancelled so of course we had to cancel our travel arrangements.

The weather policy for cancellations states: "Our Extenuating Circumstances Policy allows for guests and hosts to cancel only where the circumstances were not foreseeable at the time the reservation was made."

Please note, I made my reservations on September 21st, Tropical Storm Ian first formed in the central Caribbean on Sept. 23 and strengthened into a hurricane on Sept. 26, therefore, I made my reservations before Ian even started as a Tropical Storm. This information is verifiable online.

I was only issued a partial refund, but I feel that I should be issued a full refund considering this was out of our control. While speaking with support from both Vacasa and Airbnb, both sides are referring me to the other side to deal with this.

I asked Vacasa directly "I'd like to confirm that Vacasa's position is not that I should have gone to Ocean's City despite the threat of a hurricane in order to avoid being penalized?"

Their response:
Welcome to book again with us, for a more pleasant stay.
Best regards,
Jeff C.

That last response from Jeff C is like a slap in the face...

Eagle's nest condo 84 6322 Huntington Vista Road Lakeshore CA *******
9/16 9/18 2022

The unit showed it was very well used. The range was barely workable. The microwave did not work. One side of the toaster did not work. There was mold and mildew in the tub and on the shower curtain of both ensuite bathrooms. There was a water leak under the carpet on the second level.
The appliance problem caused up to change our meal plans. As a guest you plan meals to use a microwave. There were stains on the bed cover. Over all the housekeeping was poor and the condo needed a complete refresh. We reported the microwave problem to Vacasa the first day and got no response. The features and amenities described in the listing did not fit the condition of the unit. We were disappointed in our stay and felt deceived. The booking details to not reflect the actual unit.
Over all I felt the unit should not be rented until the issues are remedied

Absolutely TERRIBLE company. Wish I could give them negative stars. My friends and I booked a house with Vacasa for a long weekend for my bachelorette party, However, 4 days before our trip, my fiance's father passed away unexpectedly making the trip impossible. I called and explained the situation to two different individuals at Vacasa, including a manager, neither of whom would issue us a refund, a partial refund, or a credit, nor would they even allow us to reschedule our trip for a different weekend. They claimed that their "policy" outlined in the "rental agreement" I signed did not permit date changes inside of 30 days of arrival and they refused to make an exception for a death in my family. After hanging up with the company, I re-read the rental agreement and it did NOT in fact prohibit date changes inside of 30 days (only full cancellations for a refund, which I was not asking for). In other words, the company flat out lied to me. After pointing this out to at least 6 additional representatives, none of whom could point to a place in the rental agreement indicating that I was not permitted to change my dates, I finally got a senior level person on the phone who permitted the date change (but only for a weekend in the middle of winter when demand for the house is otherwise nonexistent). Think twice about booking anything with this insensitive, inconsiderate company. They have no human compassion, all they care about is money.

We rented a home for this winter in Cape Coral, Florida through Vacasa. Cape Coral was devastated by Hurricane Ian. Vacasa is insisting on charging me several hundred dollars to cancel the reservation. Don't do business with this company; in my opinion this is terrible customer service.