VacasaReviews 1,257

I booked a stay through VRBO. We have no flights to get to the location, which is in lock down anyway. VACASA states that a refund is only issued before 30 days prior to the stay, but they don't state this through VRBO. They have offered a credit, but we live abroad and do not want a credit. At times of crisis, companies have the chance to show their true colors and really build loyalty and happiness. Instead of showing caring, VACASA has chosen greed over keeping customers happy. You have a chance to change your policy and look after people at a time of need. Please consider doing this before no one uses your company ever again. Society is not interested in excuses and company policies at a time when we should be looking after each other and when people are desperately in need of money.

Please do not book with Vacasa. They are thieves! Reputable companies are giving full refunds when requested for cancellations due to COVID-19. Vacasa is holding to their no refund for booking fees and I have lost over $900. A credit That must be booked in 6 months does me no good in these uncertain times. Extremely unhappy and will never use again. They were referred to me by a friend who booked a Vacasa house through Booking.com and she got 100% of her money back.

Reservation #3E2N-C496
I participate with Washington State Fallen Heros in annual parades with a vehicle that honors my boy a Green Beret ODA5331, Medic, SGT 1st Class Joey Chavez fallen hero in 2018' due to the virus the parades were cancelled.
No reply from vacasa after requesting a refund 45 days prior to arrival' another company I had a reservation with( boomer estates out of long beach) was very accommodating and gave me a full refund'
After numerous attempts via email and phone calls to vacasa with no response I choose to challange my charge from vacasa. Gold Star Dad, Anthony J Chavez

I would have put 0 stars but that was not an option. Same as many others we rented a vacation house in Fl through VRBO and we had to cancel due to COVID-19. We emailed Vacasa through the VRBO website and they emailed back saying we could change the location, receive a credit or receive a refund minus the booking fee. We emailed them back within 24 hours stating we wanted the refund minus the VRBO booking fee. No one will email us back now and that was a week ago. I called and after waiting on hold forever, they stated on the phone that they were no longer refunding any money and I could only get a credit. I explained that we had an email from them stating that we COULD receive a refund and that we had asked for one the same day it was offered to us. He said he would "try" to get someone to call me back. I filed a complaint with the Better Business Bureau and encourage others to do the same. Keep spreading the word about this shameful company. I will always check who the manager is on VRBO now and will never rent from vacasa again. VRBO should not allow them to rent through them anymore.

If I could give less than one star I would. Our travel agent booked a rental property for my family in New Smyrna beach in November 2019. The border to the USA is closed and all flights have been cancelled. Our travel agent tells us Vacasa will not refund us the cost (~$3500). Is Vacasa a reputable company? There are hundreds of thousands of people affected by this situation that will be losing their jobs, including my wife. Do they have any conscious or care how their policy of not refunding is affecting thousands of others. I hope they have a great day with all the money they are stealing from thousands of customers. DO NOT book a rental property thru Vacasa.

Booked a place in Florida via Booking.com.
Unlike other times when I booked through Booking.com, I got charged instantaneously for the entire amount although booking done 5 months in advance.
The company which charged me was VaCasa - turns up they were the ones managing the property.
The deadline for full refund was one month ahead of my actual stay.
Few days before deadline, I phoned and asked to have the deadline pushed ahead vue the covid 19 situation which was still very fluid. They woudn't do it. Now the US-Canada border closed. Emergency state all over the world including Florida. Vacasa still won't refund. They "are sorry covid 19 interfered with my vacation plans". They are offering a credit to use within the year. The airfare (Alaska), the rental car (Enterprise), and another accommodation (Airbnb) - all refunded even though all past the full refund deadline. Thank you all. It's the kind, reasonable thing to do.
Vacasa has no qualms charging people for a service they can't provide. More than dissatisfied. Disgusted.

I have the worst vacation experience of my life at a Vacasa property. Here is the review I sent them back in August in regards to a property in Hilton Head, SC:

We've unfortunately had several major issues with the house, mainly due to the cleanliness of the property.

- The floors are absolutely filthy. My 11 month old crawling son and 11 month old nephew were black with dirt from the floor and we've had to continually bathe him. I worry for his health because he also sucks his thumb. We are now not letting him on the floor at all.
- There were many dirty dishes in the cabinets of the kitchen.
- The pool had not been cleaned and there was a large dead lizard in it that my husband had to remove.
- There was a ~3 inch roach in the kitchen that we had to kill.
- The master bath had dead flies in it.
- The shower in one of the second floor bedrooms does not drain.
- The downstairs washer leaks and we've been afraid to use it.
- One of the dishwashers has a foul sulpher fetid odor due to something rotting at the bottom of the washer. We have tried to clean it on hands and knees with Lysol but the smell remains.
- There is a Minnie Mouse high chair that we almost used until we saw what we believed were mouse droppings on it.
- The couch and counters were dirty and had not been wiped.

We have killed roaches, removed dead lizards, mopped floors (we bought a swiffer and cleaning supplies), sterilized counters, and consistently bathed our crawling children. I am so disappointed by this - we were so looking forward to a family getaway and have been thoroughly disappointed.

At the very least, we expected a clean house.

To make matters worse, we contacted the company during our stay and then after, and we HAVE YET TO HEAR BACK. If they cared about customer service, they would have at the very least ACKNOWLEDGED our concerns.

Stop renting out #258 at the rancho Vistoso casitas in Tucson AZ when you know there is a family underneath you that LIVES there with a rescue dog who was abused and who is absolutely terrified of the loud noises you allow your "guests" to make and when the woman there has ptsd and gets night terrors and hospitalization from the loud noises you allow your "guests" to make. Stop letting people stand on the balcony, challenging the people below the unit, attempting to start fights, because the people in #158 have asked them to keep their noise down. You have over 30 units in this neighborhood, #158 has had to contact you directly, they know you're retaliating by constantly only using #258 instead of your other millions of units. Your company is awful. You've rented out units there to people who were on drugs and STOLE FURNITURE FROM THE UNIT and made drugs while there. You rented out to a bunch of kids who destroyed the fake grass by lighting off fireworks. Someone could have gotten seriously hurt. You cost the HOA thousands of dollars from your irresponsibility. You're illegally renting units out for weekends only, you're illegally having guests sign contracts stating a capacity limit knowing they are going to breach that limit. You don't do background checks or any kind of safety checks on who you're renting out to. If you rent from Vacasa after reading this, meaning you know what they do, then you're just as bad as them too.
And yes. I live in #158, this is not hearsay. This is only the beginning of my experience with this company.
This branch should cease to exist.

We rented a Vacasa rental in Palm Desert. 7/4-7/7.
This place was so disgusting we had to leave 1 Day early. Completely ruined our family 4th of July vacation. We found 3 live cockroaches inside the house, 2 dead cockroaches inside the pantry where the dishes were, dead flies inside the same pantry, mouse poop in multiple pantry cabinets and when we first walked in the place a dead spider laying in the floor. And it only got worse from there. The tile floor was so sticky and dirty we had to wear socks anytime while in the house. And your socks were black after only a few minutes. Then there's the garage. Tons of rat poop inside the garage and all around patio area.
As mentioned, we left 1 day early because we were not only disgusted but actually scared for our health and kids health. This was a disappointing rental.

This company only cares about money clearly. Break your back break your neck get sick no one cares. If you complain expect backlash. Mabel expect you to clean with no brooms are mops or vacuums on your hands and knees. Just get it done we're told no one will give you any insight as to how to climb up a bunk bed or fair warning that you'll have to when you're hired you'll have to carry disgusting garbage in your vehicle if you call to communicate about problems you're having expect backlash no one wants to know. The cleaners are toxic they get bloody noses but we're told that they are natural. Any complaints you have will be met with resistance because the company is overwhelmed and the management is given no feedback either. I literally called HR 10 times I literally emailed HR 10 times then I went down the list and called every single person in the HR list literally nine out of 10 people didn't answer I finally got ahold of someone who is obviously new. All the newbies are excited so is I see her for a few months and then see what happens. Better yet don't take your time in your heart and your back and your vehicle you will never be good enough hours to get benefits so just dream on. Really the only benefits are choosing your own schedule and a decent hourly wage. But they will expect you to do way too much work and they will add more and more and more and a tiny amount of time and it just gets worse and worse. If you change your availability without your managers permission will still get in trouble even though it's up to you. An email will come out that says that your boss approves it even though they didn't but don't expect your boss to cop to this, they are control freaks and want you to think it's all up to them. I used to really care about how the company did and making my boss proud but honestly all they will do is complain no more ever give you kudos for doing a good job except for maybe in the meeting which everyone gets cold all the time we appreciate you so much. Well I would like to know how? The owner has responded saying I need to talk to my general manager about this stuff which I have obviously tried and if I could I wouldn't be writing this review clearly. Maybe you can reach out to people like you really do care instead of posting ridiculous replies to review

I stayed with my family at a home in the Tamarack resort over spring break in what was supposed to be a ski in ski out town home that was advertised to sleep 7. The ad said that the home has a King, Queen and three twin beds, well this was a lie. The third twin bed was a wire cot with a 1 inch thick mattress that was hidden under the bunk beds, completely false advertising. The second issue was the ski in and ski out access the home advertised which was also a lie. Warren Miller would be impressed if you could ski in and out of this town home. There is a 15 ft retaining wall between the home and the ski slopes and a boulder retaining wall on either side of that. We purchased food for lunches and meals so that the kids could all ski into the home at lunch instead of dealing with the lodge, as you can imagine, that didn't happen. I have been contacting Vacasa about this issue since we arrived at the town home on March 16th and have had poor to no response from them. I have spoken with no less than 7 different associates at Vacasa and they all push me off to other departments, amazingly no one can get a manager to call me. Their initial offer was to give me a sales pitch and get me 10% off my next visit. Increasing next years revenue is not my idea of reimbursement for a lot of extra cost, inconvenience and for being lied to. There were plenty of homes in the area that were not falsely advertised as ski in ski out or sleeping 7 and were hundreds of dollars less but lost our business because of this deception. I'm amazed that a company that should be concerned with it's customer service showed such poor concern over this matter.

I found two different vacation rentals on Vacasa that said they were available during the dates of our stay. But when I tried to book either place, I got an email from them and they said those places were booked but then suggested a more expensive place. Why not update your calendars? Also when I tried to call several times it went straight to voice mail during business hours and we didn't get a call back within a reasonable amount of time. This all seems very fishy.