Vacation Rental Management

Checked in on 4/9/24 late afternoon. It was the next day that I discovered Black Mold on both bedroom ceilings, it was much worse in the bedroom w/ bunk beds. I immediately called the Vacasa help number that hey provided. I was told we are very sorry about this and was asked to text photos of the mold to a number provided by a Vacasa rep, which I did. I then received a call from another rep who was named Rebecca, she asked If someone could come by to look at the mold I said yes and asked what time would they get here she stated that they work until 7pm and would be there by then. At 7pm no one had ever showed up so I sent a text again to the number provided got a message back saying someone was on their way. No one ever showed up. I called the next day and complained that no one arrived as promised I then requested a full refund and was told that had to pass any refund requests to a manager.I was told I would be contacted by a manager, that never happened. I made additional inquiries over the next few days and each time was assured that someone would get back to today is 4/15/24 and no one ever contacted me about my concerns or a refund. Terrible customer service nothing more than a shell game ultimately I was ignored. I gave Vacasa ample time to make things right they never did. I will never ever book any of their properties any. Disgusting room conditions that no guest should have to endure.

I am writing to you to request full reimbursement of my 2 week's rental (2023 at 253 South Sea Pines Drive, #1467, August 27- September 9th 2023) because of our unpleasant surprises detailed below. This will be shared on social media to warn other potential victims of your firm's subpar ability to deliver an adequate vacation experience. We trust you will be more responsive to us than your staff was during our 2 week stay.
1- Misrepresentation of beach access: Misstatement by Vacasa representatives of the beach access which came with the property (namely access to Sea Pines Beach Club) which we specifically asked about prior to renting the property. The decision to rent was based on misrepresentation Vacasa made about this beach access, which was a key part of our vacation plans. In a word, Vacasa's description (below) was a bait and switch. It took multiple follow ups with your staff for them to tell us we actually did not have access, with no offer to remediate the error. A true sign of poor customer focus and attempt to turn the situation around to retain a customer.
A. When I told your staff I was turned away from the Sea Pines Beach Club your staff did not have an immediate answer when we called. We followed up twice to get a response- prompt customer service is lacking
B. Below is an excerpt from the FAQs on the Sea Pines site, which I was told earlier gave us access to the beach we asked about at the Sea Pines Beach Club
I. Parking at the Sea Pines Beach Club is reserved exclusively for guests of The Sea Pines Resort and Sea Pines property owners between 8am and 3pm from spring through Labor Day
Ii. A member of your staff confirmed that this access would apply to us prior to booking the rental which was a key part of our decision.

2- Health concerns due to infestation- Cockroach infestation was noticed within our first week. In our entire lives we have never lived or vacationed in a building with this problem- I am sure it is not something you would expect on your vacation either given the health and cleanliness implications it suggests. Having to eat, sleep and walk around the building was repulsive after this discovery. On top of this, your Vascasa staff was completely nonchalant about the situation, never getting anyone onsite to address the problem during our stay. Your staff's ability to address problems of your customers is "poor service" at the least, but honestly is insensitive to our family's health and well being. Evidently according to the records in the kitchen this problem has been ongoing but not properly addressed- given the implications to health, this would seem like something that should be taken seriously by your staff.
A. When telling your staff about the cockroach on Sept 1st, the response was that Vacasa was having trouble getting in touch with the exterminators since it was a holiday weekend
B. After the weekend I had to follow up and your staff was equally challenged to get anyone to come out the rest of our time there. They seem to have no ability to make anything happen once you have our money.

3- Inconvenient cleaning of property- Blowing debris off the roof onto the table and furniture on the top deck at dinner time does not seem like a customer sensitive maintenance strategy. This occurred while we were getting ready for dinner- first the noise of the blower on the roof and then the deposit of the needles all over the table and furniture right before we were going to eat. Truly astonishing that someone would do this and leave it assuming no one would notice or care!
A. At this point, we felt calling your staff would only lead to more excuses.
B. Is this normal behavior for doing maintenance at the property? Seems a bit clueless and invasive to renters honestly but another first for us.

Vacasa is a TERRIBLE rental management company. DO NOT RENT through them. The house we rented had a pool, hot tub, 2 fire pits. Neither of the fire pits worked and you could smell the natural gas. The hot tub was cold. I paid for the pool to be heated and we were only able to use it 1 of the 3 days. It was hotter than the hot tub. Two men started working on the roof very loudly at 730am. We were not warned that anyone would be coming. It was loud, lasted hours, woke everyone early. I have rented MANY houses from many rental companies in many cities and NEVER written a bad review. But the customer service was terrible. Unfortunately, due to all of the issues at the house we had to reach out every day. They only ever texted back a generic response. They didn't have anything fixed. It took 5 days to get a manager on the phone and yet that person still said that I couldn't speak to the manager in Palm Springs becuase they didn't have a "direct line". They still haven't even acknowledged half of the issues. They have removed my ability to review the property on their website. This is very shady behavior and I do not recommend ever booking through this site.

We booked a condo in Nuevo Vallarta via Booking.com and saw it was rented through Vacasa. Something that isn't common to Booking.com. We booked then had to change our dates. We cancelled within hours of the original booking. Trusting Booking.com we didn't realize that our "free cancellation" was not free. In that short time, Vacasa had already taken my money out of my account... with many "extras" added to the price. It has taken 4 days and numerous emails and phone calls to get our money refunded... and now we are out $150 due to changing exchange rates. Thank you Booking.com for helping me. I'm sure I would still be waiting without your help.

Upon our arrival, we found a smelly, dirty, and damaged unit on 124 E. Saturn Ln. In A. Padre Island.

Myrtle Beach condo trashed, blood stain on pillow sham, pillow, and curtain, stained carpet, ruined a down sofa, destroyed, and bent blinds, duvet and blanket missing, smoking pot inside.
I paid extra, for damage insurance, they would not
File a claim! Took money from reserve without permission, still haven't settled with April, May.
Two emails stating I would not not be charged for a linen set up fee. But charged and won't credit my account. I have talked with several people and they won't return calls, joined in April, on the third local maintenance person... place was filthy when I arrived! DONE!
I own the condo, and am seeking legal advice.

Vacasa "managed" my vacation rental property in Florida for 4 years, the last 2 of which have been a nightmare. They didn't pay attention to dripping faucets that ended up causing severe mold, never changed the AC filters causing over $4,000 in repairs, neglected the sprinkler system causing a complete replacement of our lawns... and failed to obtain the necessary permits with the local township causing the property to be removed from the rental market. They coaxed me into signed a document which released them from all blame. I admit I was crazy to not consult a lawyer prior to signing and I asked them to confirm on several occasions that I was just signing for settlement on the issue of lost rental revenue. They are very shady, have reduced their staff to bare bones and don't deserve your business - at least not if your home is located between Jacksonville and Melbourne.
I know people using Evolve and they are very happy. 10% fees rather than 25% and staff who seem to have your interests at heart.

I rented a home through Airbnb. Noon, the day of check in, I was notified by email that a pipe had burst in our rental. Vacasa found us another home an hour past our original location. We arrived at 9:00PM to a gigantic mess! There were bags of dirty linen, trash bags, dirty cleaning rags & cleaners left. The nasty refrigerator had been disassembled and the shelves, bins, and drawers were left laying around the kitchen. There were dirty dishes in the sink. The master bed linens hadn't been changed and who knows if the hot tub had been drained, cleaned, and refilled. After numerous calls and no help from Vacasa, I ended up cleaning the kitchen top to bottom, bleaching the frig & freezer, and changing the master bed linens. One employee volunteered that I would receive a full refund and now that I am home, Vacasa will not honor that. They have coughed up a measly 20% of my payment! Never, under any circumstances rent from Vacasa… there are plenty of reputable companies to do business with.

The Island Club condo we stayed in was horrible. Guest bed room was tiny, horrible lighting, no drawers at all for storage, no private bath, furnishings were ancient - rusty - cigarette holes in sofa. NEVER AGAIN!

It's a shame Beach House in Destin, Florida is allowing Vacasa Rentals to represent them. The Beach House in Destin Florida has been a family tradition destination for many years, but now that Vacasa has taken over renting Beach House property our tradition is over because of Vacasa's terrible reviews. I sure hope Beach House residents get rid of Vacasa so we can return to Beach House.

I had the worst guest experience with one of their bookings. I rented a " condo" with a kitchenette and was surprised to find a small hotel room with microwave and mini fridge as my " kitchenette"
It gets worse too much to write BUT I spent much of the trip trying to reach management which despite leaving about 15 messages with an answering service I never did!
I am contesting the charge AND I'm also going to sue them for my money back.
Horrible management and misleading advertising