VacasaReviews 1,257

At this rate if I could give this Zero stars I would. 5 out of 6 of us got some type of bacterial infection from a source of 'dirty water' as said by a Urgent Care Dr. This stemmed from a hot tub on a property we stayed at all weekend long in Silverthorne. We all broke out in a rash and had red spots all over us after the 3rd day of being there. It got so bad for two of our friends, that they had to go to Urgent care to get medication to assist with the rash to help make it go away. I reached out to Vacasa to ask for reimbursement from the medicine and Dr's visit (less then $100) and they said it not their issue and that it was 'cleaned thoroughly' before our arrival and then tried to say its probably from another source of water we were in... we only stayed at this house. We never went into any bodies of water other than the hot tub. The one reason why the 6th person didn't break out in a rash is because they were never in the hot tub! I have now been tossed around to 5 different people at vacasa stating they cant do anything. I've worked in customer service for a long time and I can tell you there is always something they could do and they are choosing not. With as much money as they charged us to stay there I would of thought for sure they would cover this expense.

Marvin S, Susan B, James C, Melissa G, Reena Q all have responded to my e-mail with absolutely zero help. They must have a central e-mail that they all respond from. We sent documents and pictures in with our original e-mail and I was just asked if I could send them AGAIN because I'm not working with one person, I'm working with 5 people who just respond back with the same response. I requested a manager so who knows where I'll get with all this.

Regardless - DO NOT RENT THROUGH THESE PEOPLE.

First the Good, Location was nice, close to the beach house was adequate. Weather was perfect.
Now the bad. House was good but needed attention. Oven was dirty, dishwasher backed up into the sink so we had to hand wash dishes the whole time there. Front screen door did not close properly so we could not let fresh air in without getting a large amount of flies in the house, upstairs room was not cleaned dirty q tip laying on the floor upon arrival, Rugs wher old and dirty ( I question the "deep cleaning protocols due to covid " extra fee) plastic veneer on kitchen cabinets was peeling off. Plug cover behind fridge was broken (looked unsafe) ceiling fan blades in living room where cracked, internet slow, air filters where dirty. Toaster was dirty and looked like they bought it from a yard sale, same with coffee maker. When we texted about the dishwasher we were told "we will make the specialty team aware of it" never heard back again until we were ready to leave with just the standard "hope you enjoyed your stay " line. We went with this company because we thought going with a property management company would be better than a smaller management company or by owner. We were really disappointed. We have rented other homes before for a lot less from other people and have not had these sorts of problems.

Stayed at a property located in Mauston, WI in the neighborhood called Germantown. If i can give this place a -1000 stars i would! From the moment we drove up to the drive way we had a creepy negative vibe from the neighborhood and the house, it didn't help the fact that the neighbor bad confederate flag and being POC we felt uncomfortable. The first night our group woke up with multiple knocks, we tried reaching out to the management company and were on the line for 1.5 hrs before getting connected to someone at VACASA. We were not provided any service in-fact were told to stay put to hear another knock and call again. No one in my group went back to sleep and all of us hung out in the living room, no "local contact" showed up or called us to address the issue. We were denied relocation by VACASA or a refund.

The following night, we were returning from The Dells, the street was blocked by a fallen tree, we called VACASA was told they will contact "local staff" and follow up with us, waited for 30 minutes, never received a call regarding the issue, finally called 911, Deputy sheriff showed up, we explained the situation and didn't feel comfortable staying another night in that "creepy" property. Apparently the driveway street is a private property and owner of the houses along the driveway needs to call to get the fallen tree removed. Sheriff walked us to the house along K9, helped us evacuate and we checked out at 2am after all the hurdles we experienced.
We filed a police report, took pictures, have the case number. Untill 12:26 pm on Sunday Sep 18th, we haven't hears back from "local staff" or VACASA.
Such a shame!

We didn't even receive half of what we paid for and were told thats all "local staff" can reimburse us.

As an owner who used VACASA to manage my property in Myrtle Beach, I agree that it is impossible to get in touch with them. I booked an owners stay at my own property. Upon arrival there were no towels in the Condo. I called them and could not get through. After 4 hours they called me and said they will bring the towels. 3 hours later they arrived. By then I had gone to Target and purchased a few sets. Another time there was no toilet paper, no linen on any of the beds, dirty linen in the closets, bad reviews stating the washer and dryer was not working. VACASA did nothing about it. In fact, they were not even aware of the reviews until I pointed it out to them. Labor Day weekend 2022 I book a comp stay for a friend. Again, no linen, no shower curtain and he sent me pictures of some damage that had been done to the walls. 3 hours later they bought the linen and shower curtain. Upon me contacting the General Manager for the local Property Management Company in regard to the reviews and issues that I was having she stated, " they were having issues with staffing". She also stated that no toilet paper in the Condo was not an emergency that need to be taken care of right away. Of course, I highly disagreed. Needless to say, that I immediately terminated them that day. The bad part about it is that she never once tried to encourage me to stay or convince me that they would take care of the issues. Instead, she just said "Sorry to see you go".

I booked through Vrbo as a group trip which ended up being cancelled. I then received two messages from Vascasa claiming I had an existing balance over $400 that needed to be paid before my reservation could be canceled. After calling Vrbo support I was connected with a vacasa representative who was very rude and proceeded to tell me they never sent the email. I told her I could email it back to her to which she responded with "You're not understanding and I will have my supervisor call you back" before hanging up. I never received a call from a supervisor. This happened over a week ago and they will not cancel the property or refund my group. They attempted to charge extra and now that they were caught will not refund us. Please save your money. DO NOT BOOK WITH VACASA!

Vacasa
Manages a house in Hendersonville it's a big house with about three or four rental units in it each named after a wine like the Chardonnay unit etc. the place is infested with roaches and mice even after bringing this to their attention multiple times they did nothing it was a horrible nightmare, the owner of the house is a monstrous which, I made this very clear to Vacasa w Which continues to market the property despite the living conditions and horrific nightmare people will go through, Was woken up abruptly by a psycho lady in my pajamas to vacate only because we had complained about the constant mice eating our food and making us very sick they thrive off of weak ppl

Mice running inside, droppings on counters, on bed sheets, pillows, tub, kitchen utensils, neglected

We recently stayed in a Vacasa rental house on a sea island in South Carolina. When the vacation was over Vacasa emailed to ask for feedback and reviews of our stay. They first ask, "What did you like about the rental?" On the next page they ask, "What can we improve at this rental?" They only publish the positive comments from the first question in the listing. We had plenty of complaints including a broken mattress held up by a bed pillow, old, dirty, torn and very uncomfortable furniture, and water leaking from the ceiling. If the price were reasonable we would have overlooked these things but for what we paid it should have been perfect. Be wary.

Booked a condo at Hilton Head for 4 nights. While driving to the resort we received a phone call saying the a/c unit was making a noise and someone would be there between 3-4 that afternoon. Since we weren't going to arrive till 4 we assumed it would be fixed on or about upon our arrival. Guess what when we checked in and went to the unit it was NOT FIXED. It gets better we drive back to their office folks there had no clue it was broken.
On top of that the unit was a piece of poop. Rust on a 25 yr old refrigerator. The stove was horrible.

Do NOT. Do business with these folks they are clueless

We bought a vacation home in Orlando, FL in March 2021, an 8-bedroom, 5-bath, carefully-themed home with a private pool in the Championsgate community. We interviewed several property management companies and were lured into choosing Vacasa by marketing ploys like free linen program service for a year and seemingly advanced technology and experience. Worst. Mistake. Ever. In our first year, our local property manager changed three times, and every transition led to significant deterioration in the care of our home. Large items (themed comforters, $200 pod swings, Fire TVs, dining room chairs, coffee pots) would go missing, and we'd learn about it through an unhappy guest review. Vacasa was constantly billing us for these items rather than the renter's insurance that we paid extra to cover these issues, and getting reimbursed largely proved a futile effort. In June 2022, we received a $1200 water bill, when it's normally $250 even when the home is full of 20+ people. However, upon investigation, the home was supposedly completely unoccupied during the period of highest usage. I contacted my property manager, and it took her two weeks to get back to me after half a dozen e-mails, phone calls, and texts, including adding the general manager. It took Vacasa over a MONTH to FINALLY call a plumber, who discovered that multiple toilets were leaking severely. My PM promised numerous times that I would be reimbursed for the outrageous bills since they failed to take prompt action, but as of Sept. 14, I have NOT seen that money, nor have I been reimbursed for $500+ of guest damages that should have been billed to the insurance company. The general manager never bothered to return a single e-mail or phone call. Owner services would talk sweetly and make all sorts of promised, but nothing improved. Our contract with Vacasa ends tomorrow, and we're selling our home. When the realtor went in to see the home, he found that the back door had been left completely open (in the middle of the summer), there were roaches, and he found a leak in the kitchen ceiling that had caused significant damage and had to be repaired. In other words, Vacasa is HORRIBLE. For a 20% fee, I expected a higher quality of professionalism, communication, and service. They are understaffed and completely inept. Don't hire them to manage your property, and honestly, don't rent from them. The homeowners are likely doing their best, but the management company is completely untrustworthy.

I paid for my daughter to rent a house on Devils Lake for her birthday. When her and her quests arrived the outdoor kitchen area had signs stating out of order. There were green bugs everywhere with nests up in the loft area! The bunk bed was broken and came down! Thank goodness no one was hurt! My daughter kept calling and calling just to be put in touch with people all around the country! A guy showed up but did not fix the issue. The freezer was broken there was no book sharing the wifi information or the code for the heat! So they had no wifi or heat! We have been calling and calling and no one wants to seem to resolve these issues that we paid for this supposedly great home that ended up being a nightmare!

I booked a property thru VRBO, but the property is managed by Vacasa. Vacasa made it difficult to cancel my reservation. I had to make multiple requests and they gave me the runaround, like trying to make me create an account on their website to cancel a VRBO booking. Not good.

Ruined our holiday with a combination of an atrocious villa together with appalling customer service. Our villa was not fit for human occupancy, and should even be deemed unsafe. The sofa was covered in human urine, which caused the entire villa to stink. How the cleaner missed this, I will never know. The pool was contaminated with something that made it totally unusable. We were unable to see our feet when standing on the first step. Not to mention dangerous carpets, broken toilets and missing bedcovers. We spent 2 days of our holiday trying to get win contact with Vacasa before finally demanding that we are relocated. They offered us 2 "villas", one of which didn't even have a private pool. When we arrived at second villa, we found we were located on a building site! Works started at 6am and went on until 7pm. Their complaints procedure is non existent... they seem to take the approach of not "responding and hope it goes away". We will not go away Vacasa!

We booked a property through Priceline and were told that the balance of the payment would be paid at the property. We then received an email from vacasa asking for payment. When starting the process to make a payment, you get asked your birthday then questions for information that would only be on your credit report, like how long you have been in your house and information about what a provided address means (it was a previous address). I did not think any of this is necessary and replied that way. We then received and email that we had 24 hrs to provide a "good" credit card. A couple hours later, Priceline canceled the reservation saying our credit card was declined (our reservation with priceline was over the phone and was initially accepted). Beware!

I wish I could give zero stars. This company has no standards nor principles. I am unable to travel due to a medical emergency and Vacasa won't refund me nor offer me flexibility with dates so I can travel when I get the OK from my doctors. Avoid at all costs, this is the worse service I've ever received in the US. Heartless human beings who only take the money without having any duty of care for customers. Avoid at all cost. There is better people out there.

This year we had a lovely house booked on Hatteras Island that we had stayed in before. Got a call from Vacasa several months beforehand and was told that the house was damaged by a noreaster and wouldn't be available. I was offered a 'comparable' house (oceanfront, same amt of bedrooms, etc.) When we got there, we found out it wasn't comparable AT ALL. Right off the bat, the front door lock needed to be replaced, it took us at least 10 minutes to get it open, the tumblers were so rusted inside. My husband got slivers of rust stuck in his hand from trying to get it open. Decks were rickety, boards bent under my less than 120 lb. sister's weight, sections of the railing were literally falling off (a serious danger if we would have had little kids with us), the carpet was filthy, sand all over the floors, screens completely missing or ripped. We called about it, and were told someone would be out to fix the deck railing sometime that week, and to expect a call first. We got no call, and no one showed up, either. To top it all off, I found out that the house that we were supposed to stay in originally wasn't damaged, the owner decided he didn't want to deal with Vacasa, so he went with another company, as is his right. But the fact remains that I was LIED TO. (As a retired Realtor, this really disgusts me. It's highly unethical to lie to clients!)
Needless to say, we will avoid Vacasa like the plague from now on!

I rented a unit through VRBO. 45 days before the reservation date I requested to change my booking dates, only to be told there's a $100+ change fee from the "owner", which is Vacasa of Florida. When I called VRBO, they said they didn't have any control over the situation. However, it's deceptive business practices by Vacasa to not state that information anywhere in the listing. I wound up cancelling my reservation and booking elsewhere.

To begin, I have called Vacasa THREE times in an attempt to get our situation fixed. Each time the nice representative assured me we would be relocated—and then never called back.
Our rental is dirty, the bedding is stained and dirty, there are fruit flies everywhere, the bathroom situation is horrible, and the carpet in the bedroom is so musty my four year old, who still has breathing issues from Covid, is suffering.
Not to mention my father is sick with terminal cancer, and this house is added stress for him.
All of which I told the representatives.
They told me the local team would get in touch and relocate us.
Nothing.
We cannot afford to just leave and rent another place so we're stuck here.
It's a nightmare.
No one cares.
I've been so kind and polite each time I called, and explained the situation clearly. Nothing.
This is a horrible company and I urge anyone thinking to rent with them to choose differently.

Arrived for a 4-night stay booked thru Booking.Com finding the Hot Tub was not working, one of the bedrooms toilet was inoperable and one of the chairs to the kitchen table had a broken leg. Despite advertising a TV, and they had 3, none were hooked up to cable, satellite, or an antenna. Each TV had connected HDMI cables as if cable or satellite boxes had just been removed. Contacted Vacasa and was advised the owner chose not to provide those services and we needed to maneuver through Smart TV apps if we knew how, to find something to view for the next 4 days. Two of our elderly guests returned back to Ohio the next morning due to the conditions. Eventually, maintenance came out Day 3 of our stay after being prompted by my text message. They fixed the Hot Tub and eventually and later the toilet. Tennesse Livin, Vacasa, and Booking.Com should all be ashamed and all start advertising consistent to each other and in good faith. Of the three Vacasa employees I spoke to on the phone one was argumentative, and initially refused to put me in contact with his supervisor and the other two were apologetic, but never returned calls as they had indicated that they would with some resolve. Vacasa has again demonstrated why it has a 1.1 rating.