VacasaReviews 1,257

We recently rented a Vacasa property in Coos Bay, OR. The house and site were nice but there were a number of disappointing aspects.
1 - the property description does NOT mention that there are 3 rentals on the same property. The front door for the closest rental was 15 feet from my bedroom window! Fortunately, the occupants were quiet but it would have been awful to have noisy neighbors so close. NOT what I want when I'm paying hundreds of dollars for a quiet place to get away!
2 - there are several inaccuracies in the property description including that there's an outdoor fireplace. There was not which left us hanging with our plans to sit around a fire, toast marshmallows and talk. Ok, that may not seem like a big deal but we enjoy relaxing by a fire on a summer evening.
3 - NO grab bars or other things to hold on to in the shower. I know that's not Vacasa's doing but for a senior it's nice when there's something to hold on to when tile floor is slippery
4 - NOT enough toilet paper provided for 4 people for a week! We had to buy more at the store. As we were leaving I mentioned it to the housekeeper who had arrived. The response was that Vacasa was limiting the TP due to Covid related shortage. That may have been reasonable a couple of months ago but the shortage has passed. TIme to revise the policy and provide enough TP in rentals!

Crystal Villas, Unit B06 in Destin, Fl. I am not exaggerating when I state that this was the worst, most disgusting place I have ever stayed. The complete list of issues is too lengthy, but to name a few: Moldy bathroom tile, dirty, stained toilet bowls, set mouse traps in the kitchen closet, ripped furniture, ripped and broken screen doors, rusty kitchen appliances, and large clumps of dust hanging from the bedroom ceiling. We attempted to get moved to a new location, unsuccessfully. Therefore, we ended our vacation early and drove 12 hours home rather than stay another night in this horrendous, disgusting condo unit. To top it off, we have received NO word from Vacasa after many phone calls and email attempts to rectify the situation. Our entire experience with Vacasa from start to finish has been completely abismal. I cannot recommend strongly enough avoiding at all costs any Vacasa vacation rental.

I would give zero stars if that was possible. I have had terrible experience with Vacasa and would high recommend not renting with them, save your time and go through Airbnb or VRBO. Vacasa bought out Wyndham vacation rentals and is scamming my family out of our deposit and renters insurance as we are trying to cancel due to covid - we cannot travel due to half our party working in the health care industry and we cannot quarantine without losing our jobs when we get back. We've called several times, were on hold for over four hours each time, and never got a straight answer when we asked if they would honor the travel insurance we bought through Wyndham back in February. Vacasa's website and renters agreement says we would get our full refund back if we canceled 30 days before our vacation and that's what we're trying to do, but they are scamming us out of our full refund and saying they have to follow Wyndham policy, when it doesn't even exist. Horrible, stressful experience.

I have a reservation which through VRBO which had a COVID cancellation policy. I tried to cancel with VACASA and for a couple of weeks they would not even respond to my messages on the website. Then they acted out of it when they assumed I was still renting. Surprised, even though I had left dozens of messages on their phone system and on the website. I called VRBO a number of time to get them to get VaCasa to respond. They did not respond until the date before the rental was to start. They would not issue a refund and I can find nowhere they have locations that I can use their credit. I have lost a over a thousand dollars to this horrible company.

From the Premium Vacasa Clean protocol:
"Before every guest stay, homes are cleaned and reset for the start of their trip. We use a systematic method to ensure that every part of the home is guest-ready. As part of this process:
Interior of the home is cleared of any items left behind by previous guests, and all surfaces are wiped clean.
Hard-surface floors are swept clear of debris and mopped. Carpets and area rugs are thoroughly vacuumed.
Sheets are freshly laundered and placed on beds.
Towels are freshly laundered and placed in bathrooms and kitchens.
All dishes and utensils are cleaned and the dishwasher is left empty.
Refrigerator, freezer, oven, stovetop, microwave, and coffee maker are cleaned.
Dining table and chairs are wiped down and all drawers are clean and organized.
Showers, bathtubs, and toilets are thoroughly cleaned.
All trash cans are emptied and provided with a fresh liner.
BBQ grill (if available) is cleaned and the propane tank filled.
Exterior grounds are cleared, and outdoor chairs and tables are wiped down.
Hot tub (if available) is securely covered, cleaned, and properly balanced."

Only ONE THING from the above list was completed. The trash cans were empty and had fresh liners in them. ABSOLUTELY EVERYTHING ELSE ( hot tub-not applicable) was NOT DONE.
We even found garbage on front area, around the driveway. They have not replied to my several emails over the past four days. I was offered one night refund plus cleaning fees. I declined that, asking for more. We spent each day of our vacation, finding new areas that needed to be cleaned. And the one girl they sent back to clean more on the night we arrived, did not wear a mask or gloves. She told me she vacuumed all bedrooms and wiped down toilet that was covered in urine. I found the dirty diaper in a bedroom three days later, behind the chair where the roach was found.

I called and was on hold for 4 hours then got hung up on, then I went online and canceled the booking like their automated thing said. Shortly after an email came thru saying I had a booking credit with them which is absolutely not what was in my cancelation policy! For the following week I called them every single day and waited on hold for serveral hours (sometimes 4 hours!) each time before giving up. I also wrote them 4 separate emails and got no reply. Finally after two weeks of this I set my alarm for 5am, called and put the call on speaker phone and went back to sleep. 2h24m later the call was answered and I was issued a full refund. HORRIBLE CUSTOMER SERVICE!

Having been an Airbnb host, I regret having to leave a negative review. Anyone with young family members should avoid booking with Vacasa. My previous Airbnb experiences have been amazing, but regrettably I will never rent from a company on Airbnb again. All prior rentals have been with individuals who were always responsive. Our family had hoped for a relaxing vacation, but were met with a distasteful and discomforting experience.
Upon arrival after an 11 hour drive from NKY, we discover an advertised non-smoking home to absolutely reek of marijuana. Not subtle. The smell knocked us over and was throughout the entire property. The prior tenants were most inconsiderate. Why this was not discovered and reported by cleaning personnel escaped us. We had a 5 and 8-year-old child with us. We tried to repeatedly contact Vacasa, but were repeatedly kept on hold for more than one hour. They eventually responded to a message through Airbnb two days later. We paid over $200 a night to receive non-existent customer service. We obviously do not travel for summer vacation at substantial cost to expect encountering such issues without fair compensation. Vacasa offered only to wave the cleaning fee and $50 for the absent dishwasher. We spent two days and significant expense fumigating the residence. Timely communication and responsive customer service is essential to providing proper accommodation. Having to wait several days for resolution of such a serious matter is simply unacceptable, especially when traveling with young children. However, they do not seem to care much because they have many poor reviews online. I believe Airbnb should no longer allow them to use their website.
I strongly urge you to not book with this company.

This is by far the worse service I had receive in my entire life, one I try one hole day to talk with one of their rep and after 2 hours on the line I give up, you guys modify my reservation, also you guys don't pick the dam phone and for worse you guys change the destination to Destin FL when originally was for Panama City FL. Worse service ever, in going to make a major complain over all surveys sites about you guys. Have a good night.
DON'T WASTE YOUR MONEY WITH THIS COMPANY...!

I am normally the type of person that if you don't have anything nice to say then don't say it at all but this needs some attention. It was simple to book with Vacasa, unfortunately 1 week after I booked my condo I noticed I received 2 confirmation emails with 2 totally different rooms and room numbers and for the amount of money, it was a must for our family to be on the beach front and have plenty of beds. It was not clear if either room was ocean front on either confirmation. I tried to call and was on hold for a short time, then emailed them the same day, this was 1 week after booking. I made sure to add any information they might need to look up my room to make it as easy as possible for them. Booking a condo at Panama City Beach for 2 nights and 3 days was our family's 1 vacation we take in the summer. Never received a response from the email. I tried to call a few other times, the next week, then week of, I called and was sent to the same line as before with the Jazz music, this time I waited 2 hours and no one picked up. I believe their call line is non existent. When we got there our balcony was facing the busy streets of Panama City and we felt like we had to walk a mile to get to the beach. Then what made it worse was the washer, dryer, and dishwasher did not work in the condo and since I knew I would not reach anyone I knew there was no point in calling. The sofa bed felt like springs with plastic over it. It also took us over an hour to get on the elevator to check in our room at the no earlier time than 4:00, so it was after 5 before we even got in. I would have cancelled the trip but I was hoping for the best and their ridiculous no cancellation policy stopped me. I will never book with Vacasa and will let everyone know to beware of this company.

HORRIBLE customer service or should I say NO CUSTOMER SERVICE. Tried to get cancel a reservation for a full refund and they make it impossible to completed with LONG wait times for calls. I called and was on hold for about 3 hours or more and still did NOT speak with anyone. The WORST experience I have ever had. I have filed a claim with BBB, I pray that I get the help I need. I wish I would have read reviews before booking. Just do not understand how they are still open. HORRIBLE!

Despicable. Disgraceful. Deplorable. Please do NOT patronize this disgusting corporation. My mother died in May 2020 after a horrible disease, and suffered greatly. We could not have a funeral due to Covid 19. So we booked a beautiful beach front home in Florida for the postponed celebration of life through Vacasa in August. Family from four states purchased tickets, took time off of work, spent small fortunes to travel, but most importantly, became emotionally dependent upon honoring my mother - this was our way to grieve and find closure. After all money was spent, including 100% payment to Vacasa, they emailed me a curt and short note to inform me that the beach front rental was canceled. They claimed the rental was double booked in error. They said they could not cancel the other folks, only us. They said they would not help. Why? No one signed the email. No phone calls were returned. No legitimate effort to replace the rental was made. No customer service whatsoever to help us in this devastating and callous maneuver from Vacasa to steal some dollars. How could any company or person do such a thing? The treatment made to my family and I was atrocious - pure bureaucratic corporate scum who don't care about real working customers. And here's the kicker... no reviews are possible on the Vacasa site. I am going to leave this review on every other site I can find so hopefully people will not get scammed the way I did.