VacasaReviews 1,257

We stayed at Lighthouse Condominiums in Gulf Shores AL in September. The property was managed by Vacasa. The photos were not accurate and there were numerous issues with the unit, including water damage, black mold and a damaged Master tub. I sent them over 25 pictures of issues with the unit. The only thing they fixed was tightening the bunk beds and it took them 2 days to do that. They originally said I would be compensated for all the issues and then refused to do so. There customer service is awful. Don't waste your time and money booking a rental with them.

I contacted Vacasa to make a reservation for a condo in Panama City. I told them I wanted a lower floor because of small children. Morgan told me she had a condo on 2nd floor. I reserved that condo, after I looked over my confirmation email I realized it was the 22nd floor. I contacted Vacasa, I told the lady of my concern and if she could help with something else, on hold for 45 minutes. Called back again, another agent put me on hold for a long period of time. To say the least I will never book with Vacasa again! I've used Panhandle getaways in the past, any concerns they help you right away!

Being unwilling to rebook a customer's rental due to complications from Hurricane Ian is a BAD LOOK for your company. They aren't even asking for a refund. They have legitimate issues keeping them from traveling like, I don't know, roadways underwater, storm damage that they can't get around, lack of gas to fuel their vehicles in order to travel to their very anticipated trip. So you are now treating people who have lived (thankfully) through a horrific natural disaster as if they are just irresponsibly canceling last minute. Does compassion even come into play here? In a response to another review regarding this family you stated that since the house they were set to rent was in good condition, you were unable to accommodate their request to rebook. What?! How would you like them to get to you so they could fulfill their reservation and get to enjoy their much deserved trip? I know this family really well and they're all remarkable people, but I don't think even THEY have figured out how to teleport themselves (which as things stand seems to be the one way they could get to Gulf Shores Alabama).

I've never heard of your company and I'm not sure how many people I know that have either. Trust me, however, they'll know now. Shame on you!

Was very excited for my trip to Gulf Shores but we were hit by hurricane Ian and between damages, lack of gas, hwy shutdowns we cant go! I didnt even need a refund just maybe to reschedule they will do NOTHING for me! $1600 GONE. I cant believe it-this was a natural disaster and we are in a state of emergency. I will be letting everyone i know and asking them to share NEVER use this company!

Absolutely zero work ethics. When the whole state of Florida was affected by hurricane Ian, this company blatantly refused to refund our money if we cancelled. Despite of repeated reasonings and requests, they would not budge and would hide behind their "cancellation policy". They can keep the money but I was not going to risk my family's life by driving them through the hurricane. Shame on the owners who hired this company to manage their property.

Poor customer service. Rented a house that was in area impacted by Hurricane Ian. They could not tell me anything about the property, damaged or not. Could not tell me when water and sewer would be restored. Seemed ok with me staying in a place with no water or sewer. I wish you had a zero rating.

So on top of overcharging for daily rates, and then charging fees on top of that, they refused to change dates (not even cancel) for our rental even though there is A HURRICANE moving through the country right now.
They keep sending us standard messages repeating their policy, and blaming it on us because we didn't book insurance (aka more fees)

STAY AWAY FROM THEM!

We were supposed to go to the keys over this weekend (same weekend of hurricane Ian)! Before we knew about hurricane Ian, we had booked a rental in the keys for a few days. Here comes hurricane Ian and we're in Saint Petersburg so we are on lockdown and so is everywhere along the route to the keys. Even today September 30th, some of where we were going is still greatly affected and under water. So what do we do? We want to either cancel or get a reschedule. This company wouldn't do either because "THEY WEREN'T AFFECTED AT ALL"... So there goes $1100 because they wanted us to risk our lives to get down there and watch the damages there instead of staying safe in our homes like we were supposed to be doing. This is unbelievable and theh we're not helpful whatsoever. Never in my life have I seen such incompetence from a company. Next time, we will drowned our vehicles and risk our lives to get there

Scott Michael and Jason were good at responding to items needed. After brought to their attention trash and recycle taken out on proper days. Bed is master very saggy and not comfortable. Maybe a foam bed would be better. Rug was dirty and sofa had lots of dog hair on it. Maybe consider non shedding dogs in rental or a deep clean. I don't think they have time to do that, but it would be nice. Ceiling looks like it has been leaking and needs repair. Stools too high for counter.
They got us propane tanks when needed and when there was a storm coming helped to put items on patio away safely. The owner needs to make some improvements to the rental. Gas fires places would be nice if they worked one is aesthetic the other should have worked as advertised. Some kitchen items needed for long term renters. Overall our long term stay was pleasant and the view was outstanding.

So my best man planned a trip for my bachelor party this weekend 9/30/2022 well hurricane is fitting Florida and vacasa basically told him we won't refund you. And management doesn't care about the fact we all have lives and families. And don't want to leave them behind when storm comes to Georgia. Never mind Tampa is under mandatory evacuation and not letting anyone into the area. Or the fact they are about to get pummeled by hurricane Ian. (I hope all make it our safe and alive) vacasa just wants their money. They told us we only have 29 days to rebook the house or lose our money shame on them they do not care about anyone's safety, families, or their customers. Just making sure they get paid. Do not deal with these crooks. They will take what they can and deliver terrible experiences and piss poor quality customer service. Never again will we be dealing with these money hung $#*!s

The entire State of Florida is under a "State of Emergency" with hurricane Ian. Our flights have been cx. Vacasa will not refund or even allow for a credit or change of dates! This is crazy. Rude people on the phone. Would never book with them again.

If I could give this company zero stars, I would. Be sure to read the cancellation policy BEFORE you sign anything. They have every reason listed why you CANNOT get a refund including medical, weather (hurricane), and mechanical failure and utility outages. They refuse to accommodate and assist while still being able to keep your money no matter what happens. Will never use this company again for any reason.

I left my Kindle in the house we rented. I was willing to drive down to Galveston and pick it up. They are going to charge me $25 to go look in the house and they wanted payment up front! Their customer service sucks

As a group of 6 guests we stayed at Fir Cone Lane 3, Sunriver, Oregon during September 6-9,2022 period. This place was infested with mice all over the house. They were spotted in our bedrooms and on the last day they were running around in the kitchen where we were able to take several date/time stamped pictures of them.
In addition, the carpets were covered with dark stains all over the house bearing long stretches of hazardous buckles extending across the different parts of the living room exposing the guests to a very unsafe and hazardous situation. We immediately called Vacasa, and notified them of such serious problems. Furthermore, the gas tank in the grill was empty, the toaster was broken, not all the settings on the stove were working, the hair dryer in the master bedroom was dead, the dish washer only worked on light mode and nails were sticking out on the deck.

My first experience with vacasa was so bad, I will never use them again! This is unfortunate because the unit was lovely but getting into it was a nightmare! The access code to get into the unit did not work, we called and they gave us another. That code did not work either. We tried 2 more codes with no success. They then wanted us to go back to the rental office to pick up keys. This after we unloaded our car for a week long stay, we protested and they agreed to send someone over with a key. 45 minutes later, they showed up. We checked in at 4pm but did not get in our room until 5:15pm. When we were emailed about how our stay was going we requested a late check out from 10am to 11am. Then we thought we would check out the pool, guess what the pool access code did not work. We continued our request for a late check out with no response. We spent the day on the beach on day 2. On day 3 we tried again to access the pool, we called and were given another code that did not work. We called back again and finally were able to use the pool. Upon returning to our room, the key would not open the door. Apparently of the two sets of keys they gave us only one key actually opened the door. By chance we grabbed the non working key. Again we called and waited for another 45 minutes to get back into our unit. That's over 2 1/2 hours we could not get it to the unit we paid for. On day 5 they denied our request for a late check out. On day 6, while relaxing on our last full day, the maintenance man shows up unannounced to try and fix the code lock. For over 1 1/2 hours they worked on it, interrupting our vacation with no success. They even told us this issue was first reported in June! I have worked in customer facing industries for many years and their complete inability to resolve our issues and refusal of our reasonable request was unacceptable. Do not use Vacasa!

We rented a townhouse in West Vail (2540 Kinnickinnick Road G3). The carpet had stains in every room, the furniture all had stains and multiple items in the unit were broken or missing. I requested at least a refund of the cleaning fee ($100) and was told no. I will never rent from Vacasa again. Worst property and customer service experience I have ever had!

Rented a property thru Vacasa. Problems where the listing was mis-represented. Called Vacasa, the local manager cancelled my booking 2 days before our arrival, leaving my family with no where to go. Read the reviews, it is the same story every day, somebody new they are ruining thier family vacation plans. Find somebody else to book thru other than VACASA!

Their reply is the same after the same We are sorry, but that does nothing when you have no vacation rental to go to solve your problem.