Vacasa
Reviews and Complaints

My experience with Vacasa, a vacation rental management company, was nothing short of disappointing and frustrating. From the start, we had issues with our assigned representative, Valerie. Our first scheduled visit with her was on the day after Thanksgiving, but she failed to show up on time. When we called her, she claimed to be in a "staff meeting," which seemed fishy since it was a holiday. She arrived over half an hour late, setting the tone for the lack of professionalism that we would soon encounter.

On multiple occasions, Valerie made excuses for her incompetence, such as not being able to access our driveway due to snow and receiving a warning from the Sheriff's department for parking in front of it. She even claimed to have fallen in our driveway due to snow, but we learned that there was no evidence of this on our security camera footage. It seemed like she was setting up for a lawsuit, which was concerning.

Furthermore, Valerie lied about the roads in our area not being plowed, thereby preventing access to clean our cabin. We later found out that she had been lazy and had not made the effort to get the job done. This lack of attention to detail was not limited to small things like the incorrect WI-FI password, and it all added up to a company that didn't seem to prioritize its customers.

One of the most significant issues we had with Vacasa was their handling of two cancellations totaling nine days during the New Year's Eve week. The first representative we spoke to insisted that these cancellations were not made by Vacasa, while another later admitted that they were. This ambiguity and inconsistency cost us over $2,000 and frustrated both us and our guests.

We were also appalled when we found out that Vacasa blocked five days in our calendar for a photography session that only took a couple of hours, disrupting our ability to rent the cabin during that time. In addition, we referred another homeowner to Vacasa, whose cleaner did a terrible job of cleaning their property, taking a nap and throwing away bits of their outdoor game without permission. Valerie initially claimed that the cleaner had been fired, but our new representative, Stacie, later contradicted this statement.

Amidst all these problems, we also discovered that Vacasa had been allowing our propane bill to skyrocket over the winter. It turned out that Valarie had neglected to turn down the thermostat after cleaning, despite our numerous reminders. After spending over $1,800 on propane in the span of just four months, we found that five space heaters were missing during a recent visit. When we reached out, it took them four days to respond, and even then, they insinuated that it had been the guests who took the heaters.

Overall, our experience with Vacasa was infuriating and highly unsatisfactory. We will definitely not be recommending them to anyone and plan to seek out a more reputable vacation rental management company with better reviews.

In August 2019, I made the decision to entrust Vacasa with the responsibility of renting out my beloved beach house in Ocean City. Their website advertised a plethora of services that seemed too good to be true, and unfortunately, that turned out to be the case. Vacasa failed to deliver on every promise that they had made to me.

Over the course of one year, my once perfectly pristine home was ruined, necessitating over $7,000 in damages. Despite the fact that Vacasa utilized popular rental sites such as Airbnb and VBRO, my beach house only generated 40% of the projected annual income. What's worse, they used Covid-19 as an excuse to offer steep discounts on the rental price, while charging double what other companies were charging.

Despite repeated attempts to reach out to Vacasa, both locally and on a corporate level, I was met with complete silence. The company ignored all of my phone calls, texts, and emails, as well as all the concerns I expressed to them. Even the National Homeowner Care Line proved completely useless. Local Vacasa failed to perform even basic maintenance or cleaning, leaving me to deal with the aftermath on my own.

To make matters worse, Vacasa ignored very specific stipulations in my listing, such as the fact that renters must be at least 25 years of age. They rented out my beach house to an 18-year-old girl, who proceeded to throw a wild party that garnered noise complaints and resulted in dozens of underage drinking citations. The police notified me in the middle of the night that my house was trashed and damaged, with a broken bathroom window, damaged furniture, and broken glass littered throughout the home. I later discovered that Vacasa never apologized for their complete lack of oversight, nor did they make any attempt to mitigate the damage or the repercussions.

To say that my experience with Vacasa was frustrating would be an understatement. Their Ocean City employees demonstrated a staggering level of incompetence and showed absolutely no regard for the well-being of the homeowners whose properties they were supposed to be managing. Their employees are woefully inexperienced when it comes to dealing with home maintenance matters, and it showed in the poor upkeep of my beach house.

Even amidst the Covid-19 pandemic, Vacasa failed to clean the home properly in between guests, nor did they bother to repair basic damages. Broken towel bars, toilet paper holders, and toilet seats, as well as broken glass that had never been cleaned up, were still present when new renters arrived. This reflected in the terrible online reviews that my beach house received, despite once being considered five-star.

In short, my experience working with Vacasa was a nightmare. They completely disregarded their own rules surrounding cleaning and maintenance, and seemed to view my property as nothing more than a cash cow. They showed a blatant disregard for the safety, security, and happiness of their clients, and their utter negligence resulted in countless issues and irreparable damage. I have never felt so disrespected, ignored, or betrayed by a company in my entire life, and I would strongly advise anyone considering working with Vacasa to avoid them at all costs.

Recently, my husband and I decided to take a trip with another couple to Vermont. We booked what looked like a stunning cabin on the lake through Vacasa.com. However, from the moment we first walked through the door, our vacation turned into a horrendous nightmare. The cabin had been advertised as having a fully-stocked kitchen, complete with all the utensils and supplies we would ever need. It was also supposed to have a cozy fireplace that was "stocked" with everything we needed to make a fire and watch a sporting event. In addition, the property's wrap-around deck and grill were some of the top features that enticed us to rent it.

However, when we arrived, everything was not as it appeared. We had driven for over 6 hours from New Jersey with an entire car full of food that we had planned to cook during our five-day stay. Unfortunately, we were immediately faced with a sign that had been taped to the stove claiming that it was "out of order" and that we should not use the oven. We soon discovered there was no propane for the grill or firewood for the fireplace either. It was 6:30 PM on a Sunday, and there were no restaurants nearby to get food. We were stranded and couldn't even order takeout! It was quite distressful!

We attempted to contact the maintenance manager named Sonja as she was the one responsible for this property. Her name and number was on the welcome paperwork, and we tried calling her, but her phone was not working. Also, their internet connection was extremely slow, which made the matter worse. After a few attempts, we managed to text her, but she responded that she didn't have service and couldn't help us. We needed urgent help, so I looked up Vacasa's customer support and lodged a complaint, but they only sent a message to Sonja. The next day, someone showed up to deliver propane and firewood, but this was simply not enough.

Moreover, the cabin was advertised to have a washer and dryer, but the dryer's knob had been removed, making it unusable. We couldn't shut the fridge door properly as it didn't seal correctly. There were no curtains at the windows, and we needed to hang a towel over the bathroom window for privacy. However, the most disturbing feature of the cabin was that it was infested with mice. We found mouse poop all over the place, literally everywhere, even in the drawers, on the dishes, and in the cabinets. We were so disgusted that we washed everything we used!

Overall, I'm extremely disappointed with the vacation rental experience from Vacasa.com. Despite informing them of the unacceptable condition of the cabin and sending photos of the mouse infestation, we didn't receive feedback. Furthermore, their rental was a health and safety hazard. Fortunately, we didn't have any kids with us, or it would have been much worse. I will warn everyone to stay away from this company and never book a cabin without thoroughly reviewing the property. If you see anything fitting that description (Eden Lake Vermont), don't book it - it is nothing short of horrendous.

My husband and I booked a vacation through Airbnb in Ft Walton Beach/Destin with hopes of having a calm and peaceful getaway before my cancer treatments began again. Unfortunately, our vacation became anything but relaxing from the moment we arrived. The wrong address was given to us, causing us to enter the wrong private condo and set off an alarm. The company had no knowledge of the unit we booked and couldn't turn off the alarm, causing us to track down the correct place on our own. The backdoor patio couldn't be used due to the alarm system, and the ocean view wasn't as described, with a huge sand bar obstructing it. The unit had no basic accommodations like sugar, salt, pepper or coffee, and the place's overall appearance looked like it was from a thrift shop's clearance section. To make matters worse, the bedding wasn't clean, and the foul smell caused frequent waking throughout the night.

On the last day of our vacation, painters were scheduled to paint the building without warning us. They didn't ask us to move our new car or even notify us of the situation. They even sprayed the paint in such a measured and rash way that caused paint splatters all over our car, without offering to help rectify the situation after the fact. The workers hired dumped left-over paint into the sand bar beach side, even after we implored them to stop.

We booked our next location in Panama City Beach with the same company through Airbnb, hoping for a better experience but were met with more subpar service. The appliances were changed without any previous warning to us, and we sent them away on a previous occasion since we didn't feel comfortable letting strangers enter the unit. The check-out day was no better, as we got an unexpected knock on the door at 9 am, asking us when we would leave so that they could do their work.

Overall, our experience with Vacasa was unprofessional, unaccommodating, and not worth wasting money and time on. Booking a relaxing vacation through them would be a major risk not worth taking.

Vacasa promised an exquisite vacation, but unfortunately, the experience we received was nothing short of a disaster. The rental property we were promised on their website was not the same property we received, and after encountering numerous issues, we were met with unhelpful and uncooperative management.

Upon arrival, we contacted the management company to express our dissatisfaction with the rental property. We were informed that the property had been sold three weeks earlier and that the previous owners had stated that it was no longer their concern. We had made the rental agreement with the previous owners and not the current owner.

To support our complaint, we have provided images from Vacasa's website that demonstrate how the property was presented to us before we rented it. Furthermore, we have included images that display the actual condition of the property we received on arrival. It is evident that this property is not the one described on Vacasa's website, nor is it worth $520 a night, as advertised. According to the website of the new owners, the price per night has been reduced to less than $200 a night.

We attempted to find alternate accommodations for two days, but every location was booked solid. This forced us to stay in the property and caused us to experience undue hardship and a substantial decrease in the value of our entire vacation. Our hopes for a lavish vacation were crushed when we realized the property was poorly maintained, with numerous broken and damaged items.

For instance, pictures one and two from their website express the actual size of the small palm trees, the elegant covered pool chaises, the straw thatched roofs and the large dining table on the second floor. Pictures 3 and 4, which are actual photos, show the actual size of these very large grown palm trees, with a growth rate of 10-15 years. The straw thatched roof was now painted corrugated tin and the chaises were so deteriorated we would not even sit on them.

Additionally, pictures 14-18 from their website depict an oversized elegant dining table and chairs, cushioned seating area, and light water wall. Still, pictures 7-11, which are actual photos, display the massive size of the palm trees, painted corrugated roofing, and basic damaged and unkept dining table/chairs and seating area. Our disappointment continued as we discovered that there was no bathtub, curtains, or towels in the bathroom, only a shower and shower curtain.

Furthermore, the elegantly decorated firm seating area with vibrant pillows, curtains, and a straw thatched roof for that Costa Rican feel, as advertised in picture 20 on their website, bore no resemblance to the actual photo, picture 21. Instead, we found an old and abused seating area, no curtains, and no straw thatched roof. The actual photos showed numerous things that were broken or not working, including a broken water wall, hot tub wires cut to prevent heating, and a poorly functioning refrigerator and dishwasher. The roof was also compromised, and the sound of falling sheetrock kept us up all night in the Master Bedroom.

In conclusion, our experience with Vacasa was unfortunate and distressing. We were misled by their advertising, resulting in severe inconvenience and a vacation that was not worth the $3120.80 charged. It is our hope that our complaint is taken seriously to prevent other unsuspecting renters from experiencing a similar disappointment.

As a property owner who has worked with Vacasa, I advise you to stay away from Vacasa Cape Cod. I no longer list my property with Vacasa, and I have drafted a letter to the management detailing why.

I understand that Vacasa is a company focused on the bottom line, but I believe they fail to provide a premier vacation rental management experience. Over the weekend, I experienced a complete disaster with the (redacted) family's rental, and it was a terrible experience for both the guest and the host.

There was a total lack of communication between Vacasa team members, and the staff did not even know the correct arrival date of the guest. Not only that, the AGM for the Cape region did not answer her phone when the guest called, and the guest was never given the door code. The house was not ready for the guest, and it was still dirty from the previous guest.

It took several hours for the cleaners to arrive, and they did not even deliver the linens till much later. The check-in time was 4pm, but they were still making beds and cleaning the house well past 6 pm! The only person who cared was the GM, Mr. (redacted), who called me back to follow up twice.

Despite Vacasa's claims to be there for the guest and the host, the AGM never once showed up at the house to confirm that the house was prepped and ready for occupancy. If they paid for an exceptional property management experience, they should actually receive one.

I gave Vacasa a try to ease the burden on my multiple rentals, but I will stay away from Vacasa on Cape Cod.

The reviewer unfortunately had a terrible experience staying in Unit 507 of the Sundestin Resort, rented through Vacasa in May 2021. While the reviewer and their family are big fans of the resort, they were disappointed to find that the unit they rented was in extremely poor shape and had not been up to the standards they had come to expect from Wyndham, the previous management company of the resort. Vacasa, the rental agent, had taken over from Wyndham in late 2019, but according to the front desk, was fired by the HOA as Sundestin's management company and replaced with Scenic Stays.

The reviewer had originally booked a nice condo for May 2020 that they had stayed in before, but due to COVID, had to move the reservation to May 2021. Four months prior to their stay, Vacasa had informed them that the owner was no longer renting their unit and they had to pick another one. After selecting another unit, Vacasa informed them that the owner was no longer renting and they had to pick yet another one. The reviewer eventually ended up in Unit 507, which they describe as a "dump."

The check-in process was a nightmare, with the reviewer having to make a total of 16 phone calls to Vacasa and the Sundestin front desk and send many text messages to try to get issues resolved. The unit was in extremely poor condition, dirty, and smelled terrible all week (like urine), with furniture that was old, falling apart, and uncomfortable. The walls were filthy and poorly painted, with numerous layers of paint. Some of the specific issues with the unit included a toilet that was leaking significantly at the base, causing the bathroom floor and rugs to flood. A repairman spent about 1 1/2 hours fixing the toilet, which had been incorrectly installed. The TV was extremely old and had a broken cable box, so there was no TV. The repairman had to install another cable box, but the volume never worked properly. The unit also had no Wi-Fi, despite the introductory email from Vacasa stating that there was Wi-Fi for that unit. Not nearly enough towels were provided, and the furniture was dirty, wobbly, and old. The bed box spring was broken on one side because it was not properly installed, which the reviewer had to fix themselves.

Despite Vacasa sending a repairman to fix some of the issues, the reviewer noted that none of the routine inspections Vacasa conducts appeared to have caught the many issues with this particular unit. While the main Vacasa relations person the reviewer dealt with appeared concerned and promised to work with the owner to update the unit, a refund for only the first night's stay and cleaning fee was provided, which the reviewer felt was not nearly enough to compensate for the problems they faced during their entire stay. Overall, the reviewer was deeply disappointed with the condition of the unit and felt that Vacasa had not lived up to the standards they expected from a rental agent.

Dear Reader,

I recently had an experience with Vacasa that left me feeling disappointed and frustrated. I had booked a beach vacation rental for my daughter's 8th birthday, but due to availability issues, I ended up booking a house with a pool instead. My children were extremely excited about the opportunity to swim, and after a long 4.5-hour trip, they were ready to let loose. However, upon arriving at the house, I discovered that the front door was unlocked and the alarm was not set. As a mother of eight children in a strange neighborhood, this made me extremely uncomfortable and insecure. It was not a welcoming feeling.

While the house was picture-perfect at first glance, there were a few things that didn't sit well. For example, on the mantel, there was a dirty, dried-up washcloth on top of an aerosol can of disinfectant spray. In the master bathroom, the wallpaper was coming off in one spot, and there were other minor damages and markings on the walls. The garage was also quite chaotic and disarrayed, which contradicted the energy I got from the rest of the house. Furthermore, certain amenities were advertised but not provided, such as the pool sticks for the pool table and a working charger for the power wheel in the garage.

I was extremely disappointed that my daughter's birthday had been ruined before it even started. Vacasa did not provide the amenities that were promised in their ad, and when I tried to contact them to resolve the issue, my email went unanswered. I even tried contacting VRBO, who just directed me to leave a review and contact Vacasa by phone, which left me feeling even more frustrated. When I found out that the reservation was made through a rental agency rather than an individual, I was even more disappointed. Businesses are held to a higher standard than the average person, and Vacasa failed to meet that standard.

I strongly believe in owning your actions and rectifying your mistakes, which is why I am writing this review. Vacasa should be held accountable for their carelessness in not accurately updating their advertisements and informing their live agents of the missing amenities. Their mistakes stole my daughter's perfect birthday getaway, and that is unacceptable.

I urge Vacasa to do right by my daughter and refund my stay so that I can try to redo her birthday another weekend with a different vacation rental. I don't want my daughter to be let down again, and I don't want Vacasa to ignore the wrongdoings and mistakes that were made. If I had bought a car online and it didn't work as advertised, I would be refunded my money. The same should apply to this situation.

Please own this mistake and rectify it as soon as possible. I hope my review will help other families make informed decisions while booking their vacations.

Sincerely,
A concerned mother

My family and I were really looking forward to a relaxing vacation at Vacasa Beach House D503 675 Scenic Gulf Dr, Miramar Beach, FL. However, from the moment we checked in, we knew this was going to be a nightmare. Blood stains on the walls and feces-stained toilet brushes in the bathroom were just the beginning. The countertops were covered in dried food and there was a terrible smell of mold and mildew in the bathrooms. When we contacted Vacasa (***399), they informed us that Coral Bay Cleaning LLC was responsible, and we highly recommend avoiding them in the future.

Housekeeping was not much better, using a wet rag to clean up the blood stains instead of proper cleaning products. The trashcan was dirty and wet with old food and trash, and the sponge for doing dishes had clearly been used multiple times before. We paid a significant amount for this vacation rental and expected much more in terms of cleanliness and hygiene.

The knocking and beating noises were a constant disturbance from six in the morning until late at night. We later found out that the neighboring rooms were undergoing repairs and construction, but we were not informed of this before checking in. This disrupted our peace and quiet and made it difficult to truly relax and enjoy our vacation.

To top it off, we were also lied to about the non-smoking policy. Despite being assured that it was a non-smoking facility, our room was full of smoke. When we raised this issue with the manager, Danielle, she informed us that people were allowed to smoke on the premises. This was unacceptable, especially considering the fact that we had checked specifically before booking.

We feel incredibly let down by Vacasa and the staff at D503. We paid for a clean, relaxing vacation and received none of it. We do not recommend this property or the services of Coral Bay Cleaning LLC. We hope that Vacasa takes our concerns seriously and makes the necessary changes to ensure that this does not happen to anyone else in the future.