VacasaReviews 1,257

Booked a vacation rental unit on the Oregon Coast mid-Covid (Nov 2020). Covid continued with lockdowns, etc so we didn't book our reservation. It was extended until Feb 2022. Coming out of the Covid world, we attempted to extend the reservation to a unit, again on the Oregon coast. A support person said they could extend to maybe into July 2022. We awaited her update online for our account to indicate an extension of our Feb 2022 reservation extension to reflect July 2022. Nothing ever happened. We called back today, April 10,2022 to see what was up. They said because the Feb 2022 expiration date had past, they could do nothing for us. Hmmm... And yet the support person that helped us earlier said the expiration date would be extended by Monday after our phone call. All of this conversation to extend happened the week of and just after our prior reservation had expired. There goes $900.00! Terrible service. Won't use ever or recommend to anyone. Zero out of ten. Especially during our two year Covid pandemic. Nordstrom's they ain't!

I did not have a very good experience with this company. The custom service wasn't very great from the start. They offer trip insurance but ita not even through them it's a third party. I kept debating on paying for it but decided to because it said ot covers travel delays due to sickness, etc. Well ended up getting a bad stomach bug that delayed us on getting to the house the first night and had to pay for a hotel room about 3.5 hours away. So I reached out to Vacasa and of course they just told me to call Red Sky as there was nothing they could do for me. That insurance is an absolute joke and a waste of money. So we were out the $200 for that first night, plus the hotel room and the $100 for the b. S. insurance. We get there the next afternoon and my boyfriend got a frozen pizza to bake since I wasn't up for going anywhere since I still wasn't feeling well. The dang oven starts smoking so bad and sets off the smoke alarm and we notice there is SOOO much burnt food on the bottom of the oven! Couldn't even use the oven the entire time we were there and we actually needed it multiple times for reheating our leftovers throughout the trip. I paid close to $200 in cleaning fees which there was only 2 of us staying there when the occupancy is for 6. It looked like the inside of the oven hadn't been cleaned in quite some time. I did try to reach out to Vacasa about this and no one ever responded... just not a great experience.

I booked a Vacasa rental "Bayou Boogie" through Booking.com that had a dock/pier promised for use. It was listed as a no smoking property ( I get this, no smoking inside, perfectly reasonable) And then found out you cannot smoke anywhere on the premises, not outside, not anywhere. Decided ok I can deal with this. But when I received my rental agreement, it said that dock/pier was no longer an available amenity. As the main reason I booked the property was for fishing off the dock, this was not acceptable. I immediately requested a cancellation through Booking.com after reading that non-availability. Booking.com emailed me saying the cancellation had been requested, I should receive notification within 48 hours. This morning, 48 hours after requesting the cancellation Booking.com emailed me, saying they had not heard from Vacasa, and I should contact them personally. I contacted Vacasa, and they said they have no such request, I need to have Booking.com do this. I got in a online chat with Omar of Booking.com., and he stated his hands are tied because they say they haven't heard back from Vacasa, and yet Booking.com AND myself, an email saying they sent the request, they have not heard back... Sounds like I am getting a total run-around, right? In Booking.com's favor, Omar stated he is going to stay online with me in chat while I call Vacasa back. I get Vacasa back online, and inform them I have Booking.com on chat as we speak. After extensive waiting from Vacasa, they state that they will cancel but the " cleaning" fee will not be waived because I am outside the grace period. I informed them as soon as I had gotten the info that the dock was not available I had requested cancellation. It is not MY fault, that the property promised something that was no longer available, when it WAS available when I paid. Properties, AND Vacasa, should be responsible for having updated amenities prior to a purchase. And if that amenity is no longer offered, I should have been informed PRIOR to my paying up front and booking. This is sheer Highway robbery, bad service, and frankly BAD BUSINESS. If I could give Vacasa NO STARS, I would.

These people asked for half of the room charge on a hotel which we gave them. Then we find out we have no reservation because the reservation lady was supposed to ask for the full amount and didn't. They cancelled our reservation. Now no Bike Week in Myrtle Beach this year this late trying to book. Won't use Vacasa again.

You canceled.on us we should not have to eat 260 insurance I ask give me credit so when we could find a house to rebook they never answered what shame save your money all I see are bad review we book last time with quest they took over form. Oh they said if I bought their insurance they would have refund why should be any different you change are plans I don't think 260 was lot if I canceled you would charge me. Also I never insurance from the person hold the keys. Not a good idea I do travel will never book this for client. I guess I should have looked at the reviews first.

In 2 months, over $800 in damages to our home from vacasa renters. Vacasa did not screen guests not did they inspect for damage each time renters left.

When I arrived, I discovered 3 missing door knobs, broken tile, broken washer, toilet paper roll torn out of wall, stained carpet, etc.

Vacasa had not informed me of any of the damage prior to my arrival - and refused to pay for all the damage done by their renters.

N addition, guests contacted me over missing pillowcases and towels. Vacasa said "they ran out" -/ after I paid $450 for linens 2 months prior.

Will happy to provide more details and speak with vacasa if they wish to correct a very poor managed ski rental area.

The place was filthy when we arrived, kitchen floor dirty, rugs stained and had gum stuck in them, food on toaster and in toaster oven, dirty dishes in cupboard, food or liquid splattered all over walls, previous renters dog dishes still in pantry with water in bowl, broken bar stool, stuff from previous renter under ottoman in living room, ceiling fan didn't work, kids finger prints all over TV, burned out light bulbs, grill didn't work, holes in comforter in bedroom and dog hair from previous renter dog all over us from floor and furniture. Communicated to Vacasa via text the day of checkin and got the standard someone from the local team will be in touch. Nothing!

This is the first time my wife and I were renting a vacation house and going through this type of service. You don't advertise that you get back to people so quickly when you don't ever respond. I had to cancel and did so online 10 days prior to the deadline. After looking to see if anyone messaged back I found somewhere that I now had to call to get my cancellation processed. And the 100% refund is not correct. Another false advertisement. It should say minus the "Vacasa" fee of $96. I will never use again and will let others know of this bad experience so it doesn't happen to them.

My local property manager in HHI was bought by Vacasa. We had to honor existing reservations. During this period, multiple items were stolen from our house (in locked areas as well as open areas) and substantial guest damage occurred. Their response was it wasn't our problem. Horrible bookkeeping - constantly found errors and had to chase for reimbursement. Inept and horrible people to work with. Avoid at all costs!

Several months without paying housekeeping several months management stealing and drinking on property allowing too many guests and under charging thousands of dollars of items stolen before our first couple months of guests by management. Great customer service horrible management! One lady said don't talk bad about my friend to me after my concern of my home being robbed and her drunk while greeting guests! 3-4-5 managers later we will see if they pay and reimburse and make this right!

SMH Austin Texas

Cleanliness
One bathroom was not clean upon arrival, smelled of urine. AC filter vent cover was covered in soot and looked like it had not been cleaned in months. AC ducts were filthy.

Condition
Front door handle was falling off. Could not get one of the glass sliding doors to close, bottom section would stay open an inch. Made for a very cold stay. In same room the bathroom door was just like it. Mold in blue bathroom. No gas for bbq grill. Microwave is broke. Cold air is coming inside from under the couch in the piano room, could not stop it. Mold in red bedroom window, mold by glass sliding door in piano room, mold in shower in bedroom by front door. Toilet seat for piano room area was broken in half. Toilet seat for red bedroom was a round seat on an oval toilet, so when you use it it sprayed back at you. Couch cover kept coming off. House sways when someone walks. Half of the electrical outlets do not work. Three TVs were either disconnected or equipment was removed so unable to watch it no remotes for them. Unable to lock doors going to patio, so no way to make house secure at night or when not there.

We arrived at check in time and found that the steps leading up to the cabin were dry rotted, cracked and unstable. Upon inspection, we found that the steps were attached to the deck with nails toe nailed into the deck. It was not safe nor was it up to any building code in the United States. We called to complain and were given the run around for nearly 4 hours. Vacasa was unable to relocate us to a comparable place but promised that someone would be out the next day to fix the stairs. Their fix was to put some wood pieces under the dry rotted steps. It was still not safe. The steps needed rebuilt and proper joist hangers used to connect to the deck. The local guy who called us admitted there had been problems with the steps before and that they weren't to code. The inside of the cabin had the illusion of clean but the floors were so dirty that we had to use the extra linens as rugs to wipe our feet before we could get into the bed. The walls and all the decor were caked in dust, the room corners were filthy. The furniture was all beat up and just had covers thrown over it. There were multiple light bulbs out and the dryer spun but didn't heat. The hot tub never got hot the entire time we were there. We complained and were offered 1/4 of our cleaning fee back as compensation for all our troubles. I would never stay here again, especially with the stair issue. It is the only way into the cabin. There is a back door and porch but it is enclosed with no way off.

Ready to cancel...
After SEVERAL emails no one has responded, don't answer the phone either will not use this site again

Worst place we have ever stayed and we travel all over. Suntide II #105 South Padre Island. Place is so dirty. Our handle on shower broke so shower has been running for 24 hours straight and counting. We have 7 phone calls, 3 emails and tons of text messages and no one has even reached out to us. They keep saying someone will get back to you but no one does. We have wasted hours of our vacation waiting for someone to show up. We will never be back nor recommend this place to anyone. Very disappointed that someone would run a business like this.

5 days ago I've send them a mail with subject "interested into booking" as we wanted to book a vacation rental but had some questions first. They did not answer even not after a reminder. So we simply will not book with them - not this time and never ever in future. I mean if they do reply to booking requests how would they treat you if you already booked and there is any problem?

A group of friends and I found one of their listings for the beach and we decided to book it. A day later, the friend that booked it received a message stating that the request had been denied as the property was unavailable so we booked another place. One day before our trip, our friend who booked the listing from vacasa received her bank statement where she saw her money had not been refunded and she contacted vacasa. We were told that their system was hacked and they were not the ones who sent us the message and that we were still booked for their listing. We spoke to several staff and even emailed them the message we received. They kept transferring our calls to different people and no one seemed to communicate with each other so we ended up telling the story about six different times. The last person we talked to told us we couldn't be refunded as we hadn't cancelled on time according to the cancellation policy. We explained a second time to her the situation and how we couldn't cancel as we had been messaged that our request was denied due to the property being unavailable because their system got hacked and that had nothing to do with us. She had no sympathy whatsoever and told us their system getting hacked was not their problem and that we were still bound to the listing. It was so frustrating dealing with all the staff, but it was absolutely infuriating dealing with the last lady we spoke with. We even told her we would take at least half of the amount back and she simply responded no. We ended up just giving up and hanging up. This has been the most unprofessional company we have ever dealt with, starting with their staff and all the way up to them making it our issue that their system got hacked. I would not recommend this company at all. A year ago I personally had to cancel a stay with them because their listing showed as pet friendly and after booking it I read reviews (thank goodness) where someone mentioned they only allow pets between certain months and the month I had booked it for was out of that time frame. You'd think that they would specify that on their listing but no. Thankfully I caught it on time and was able to get my money back, otherwise they probably would've made that my mistake as well. Do not book through them, they're terrible and very unprofessional.

Don't rent from Vacasa. I will say the house itself is beautiful but not worth all the trouble. We had our stove explode two times, it was something I had never heard or seen before. We will never forget it, that's for sure. I immediately tried to reach out to Vacasa, when I finally got a hold of someone they told me no one could come out to take a look at what was going on. Which was concerning because this was a safety issue. They told me in this case to cook on the BBQ grill outside(in the cold). I found an electric griddle and that DIDN'T work either. So we only cooked whatever we could outside. (We were left with so much food we weren't able to cook). The oven didn't work either. Apparently, it hasn't been after reading other reviews. The next morning all of my calls were forwarded to a voice-mail. Vacasa did provide compensation but it was not suitable in my opinion. I have made several attempts to have someone call me back regarding this matter and no one has called me back. This is a lesson learned, I will never rent from this company again. Extremely unprofessional. Also another thing I might add, I left a review for them and they have yet to post it so all their reviews must be hand selected.