ComplaintsforVacasa

• Initial Complaint

  06/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Confirmation: NXVX-EFEX Amount of money paid to vacasa: $5023.20 Refund requested: $3150.43 Vacasa committed to provide me: vacation rental in good condition for a check in of Dec 22nd, 2023 and check out of Dec 29th, 2023 for a total of 7 nights Nature of dispute: due to issues with appliances not working in the unit, and vacasa's inability to fix them in a timely manner, we requested for checking out on 12/26/2023 and the local operations manager agreed to refund for the remainder of stay + cleaning fees + one additional night which amounts to $3150.43 (see "math behind the charges and refund request (1).pdf" document for break down). Also, see the "Gmail - Lakeland village 527 early checkout (Confirmation _ NXVX-EFEX) (1).pdf" document for the confirmation from vacasa operations manager that they would process the refund. Whether or not the business has tried to resolve the problem: the customer service at ******************** seems very disorganized. even after repeated attempts they are not helping. (see "Gmail - Refund _ second email.pdf" document for the conversation details)Additional context: We had to vacate our stay half way due to maintenance issues and the onsite manager ***************** had guaranteed a refund for the remainder of our stay and also waive cleaning fees and one additional night for all the inconvenience. The below email confirms the email from *** confirming that the refund would be issued. Yet, I have not received any refund so far and its more than 5 months since the stay. This delay has caused immense financial stress on my part and would like this to be resolved asap.Given the delay and failure of vacasa to issue a refund, I would like to escalate this as a formal complaint to vacasa management, can you please assist with this?

  

  Business response

  06/25/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that you have been in contact with our team and a check refund is being processed. Please allow 4-6 weeks for this to arrive.

  Customer response

  06/25/2024

   
  Better Business Bureau:
  The business said check will arrive in 4-6 wks, will reopen the complaint if it doesn't arrive with in that timeframe. 
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We rented a beach front home from Vacasa for the week of 6-1-24 - 6-8-24. The home has mold around the kitchen sink, in the bathrooms, above the back door frame. The general cleanliness of the home was very poor, although every renter pays a cleaning fee. I have pictures of mold, bugs, unsafe and ***** nails on the back deck, electrical wall plates that were missing or very loose, fuzzy and dirty bathroom fans, dirt on the walls, etc. The photos on the description from Vacasa were old pictures and did not represent the true condition of this house. The "ammenities" - telescope, kayaks, bicycles - were broken and unusable. I reported the dirty conditions on 6/2/24 at 1046am. I provided pictures at their request. I declined for someone to come and re-clean the house because we were on vacation and I didn't want someone in the house while we were there. It should have been done correctly, and I shouldn't have to keep getting in touch with someone on my vacation to address basic cleanliness and dangerous mold problems and unsafe conditions like ***** nails on the deck and missing/loose electrical wall plates!!! I am asking for the return of all of the fees in the amount of $1,307.04 because the house was VERY OBVIOUSLY not cleaned, is NOT maintained, and not managed properly by Vacasa or the owner, plus 25% of the rental of the home because it was not represented correctly with pictures or descriptions of the ammenities, which is another $1,024.39. Total of $2,331.43. I've been trying to resolve this with someone at Vacasa via text, but I'm getting nothing but a runaround.

  

  Business response

  06/19/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. We feel as though the ******* is sufficient compensation, given that we were not allowed the opportunity to correct any of the issues. The rental contract you agreed to upon booking states: The Property is provided as is, and we are not responsible for the inoperability or unavailability of any amenities. You agree to contact Vacasa, using the contact information provided in your confirmation email, as soon as you notice any maintenance or housekeeping problem, or any potentially hazardous condition, at the Property, or if any incident occurs at the Property that is related to such a problem or condition. You further agree to give Vacasa a reasonable amount of time to respond to your report and to cooperate with Vacasas efforts to address the concern or provide a remedy. We will take reasonable and appropriate steps to remedy any reported problem as soon as practicable. As we were not given the opportunity to address any of the items you reported, typically no compensation would have been processed. Our team opted to provide compensation and we feel as though it is a fair amount. 
  
  

  Customer response

  06/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, although THESE ISSUES SHOULD NOT HAVE EVEN COME UP IF THE HOUSE WERE MANAGED, MAINTAINED, AND CLEANED PROPERLY. There are health hazards in this home-mold being at the top of the list. Im happy that I FINALLY got a supervisor on the phone that took care of refunding my fees. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Very poor customer service and maintenance response. We had several maintenance issues, was told they would come fix things and never did. 2 of the service issues were dangerous, a table leg that was ready to fall at any moment and loose hand rail going down step stairwell.

  

  Business response

  06/18/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Were having difficulty locating your reservation. If you would please provide the reservation confirmation number and the name associated with the reservation, were happy to look into this further.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My family and I stayed at ********* back in August of 2023. We loved it and quickly rebooked it again for August 2024 to ensure we had the reservation. Unfortunately, due to unforeseen life events happening in August, we will be unable to make our reservation, as much as we would like to. We do not want to cancel the reservation, we simply want to change the dates to August 2025. I have been trying to facilitate this with Vacasa since MARCH! I have made probably 30 phone calls between Air BnB and Vacasa. The issue has been brushed off time and time again. Each time I speak with someone, I feel reassured that everything will be taken care of but a resolution never happens! I have been promised countless call backs that never occur and left to believe each time I call that Im in good hands. Why is this so difficult? The dates I want to change to are available. I work at a 4 star hotel with its own rigid policies and guess what!? We process date changes and make exceptions all the time! Because thats what being in hospitality means. Its about accommodating your guests! I will never book with Vacasa or Air Bnb again if this in resolved appropriately. I cant believe people that are spending this kind of money are just brushed off with no regard and simply treated like a number.

  

  Business response

  06/17/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience. Our records indicate that you have been in contact with our guest services team and they have agreed to allow the date move.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 5th I rented a property from Vacasa Vaction rentals in ********************, through Air BnB. When I arrived to the almost a mile access road, it was covered in about a foot of snow. With tire chains, as required, I attempted to drive through the snow to access the property I had rented, but my car was unable drive on the road because my tires were spinning due to lack of plowing the road during the snow storm. I was able to drive an hour in half through snow on the roads that were moderately maintained, but this road had been neglected what appeared to be the whole day, as the snow was level in the areas with no road. With no disclosure of this I was unprepared for the situation and couldn't make it up the mile of 1 foot tall snow. There was no cell service to call the Property manager to gain support and their lack of disclosure left me with only one option. I had to turn away and drive 2 hours down a dark icy road to try and find a place to sleep for the night. I reached out to Vacasa once I was down the mountain and had reception and they told me there was nothing they could do and never responded to me. The next day I reached back out to ask the status of the mile long road, and they told me they would follow up with me. It took 4 hours later to get a response, and when I asked for very basic info about the road they had no details and had no idea if the road had been maintained. Faced with making another perilous over 2 hour drive to this property to see if they plowed the road for myself because the property manager didn't know. I made the choice to give up because of their mismanagement. I felt as though they have contempt for their renters and feel no obligation because Air BnB paid them, they had my money whether they provided the service or not made no difference to them. I paid i think ********************************************************************* 200 dollars for two nights I couldn't access the property because there was no access road.

  

  Business response

  06/12/2024

  Thank you for taking the time to share this information with us. We are sorry that you were unable to access the home. The rental contract you acknowledged and agreed to states under our Additional Terms and Conditions section L. Cancellation Policy; No Shows. Unless stated otherwise in the home description and unit-specific terms, rental payments are fully refundable (less the amount of Vacasas booking fee, which is earned on receipt and becomes nonrefundable 24 hours after booking) for cancellations received 30 or more days before the first night of your reservation. No full or partial refunds will be granted for no-shows or if you cancel less than 30 days before the first night of your reservation, arrive after the first night of your reservation, or depart before the last night of your reservation. Except as expressly provided in this Agreement, no refunds or compensation will be given and Vacasa shall not be liable to you for failure to make the property available for occupancy if the property is unavailable or becomes partially or wholly unusable for any reason outside Vacasas control, including but not limited to adverse weather conditions, natural disasters, mechanical failures, evacuation orders or other acts of government agencies, or utility outages. Vacasa advises guests to obtain appropriate and comprehensive travel insurance that covers Renter and all Occupants and that includes coverage for personal injury, illness or disease, and property damage or loss. 
  
  

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I scheduled my trip and paid the full amount $1,122 up front before the reservation date. I had a very unique situation in my life that kept me from being able to be there at that time. I contacted Vacasa to ask about modifying the reservation for a few days later. I DID NOT ASK TO CANCEL. ONLY TO RESCHEDULE. I was told no and that I wouldn't get any of my money refunded. The cancelation policy states that if I cancel within 24 hours of making the reservation, I get a full refund, or 30 days before, I get a refund minus fees. It does not say one way or the other what happens if I cancel later than 30 days before. It also says nothing about rescheduling or modifying a reservation. This is the most unfair thing I have encountered in a long time. They are just going to take my $1,122 for nothing and still rent the room to someone else. I am not asking for a full refund but partial would be understandable. Also, since it mentions only canceling and not modifying, this is even more ridiculous. I am trying this route before taking legal action.

  

  Business response

  06/12/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. The rental contract that you acknowledged and agreed to states: Unless stated otherwise in the home description and unit-specific terms, rental payments are fully refundable (less the amount of Vacasas booking fee, which is earned on receipt and becomes nonrefundable 24 hours after booking) for cancellations received 30 or more days before the first night of your reservation. No full or partial refunds will be granted for no-shows or if you cancel less than 30 days before the first night of your reservation, arrive after the first night of your reservation, or depart before the last night of your reservation. This information is located under the additional terms and conditions, section L, cancellation policy; no shows. The reservation was not canceled therefore the home would not be rented to someone else. You are still able to utilize your reservation and stay in the rental.  We are not obligated to reschedule your stay. We recommend that guests purchase trip insurance with cancel for any reason policies as situations such as this can arise at any time.
  
  

  Customer response

  06/12/2024

   
  Complaint: 21814544
  
  I am rejecting this response because:
   The cancellation policy i was given does not mention anything about no partial refunds and no rescheduling. I am going not canceling at this point, since I'm already being charged. ****** learned. Never book with Vacasa again. It is apparent from the overwhelming negative responses on here and everywhere else that Vacasa is greedy and not accommodating or empathetic. As for the BBB, no further action is needed, since Vacasa is impossible to deal with. I just ask that my responses remain visible so that other prospective renters DO NOT book with Vacasa.
  Sincerely,
  
  ***************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The hot tub was a major attraction and was promised to be operational. Reviews expressed that it was a highlight of the stay. For our stay it was inoperable. It was cold and dirty. We immediately contacted the company and spent considerable time taking pictures and describing the difficulty. They said they would send someone out but nobody showed up for the 2 days we were there. We have other complaints such as badly stained and torn furniture and the non-functionality of the bathroom outlet and lack of facilities for pets in this "pet friendly" rental. There was no place for the pet to relieve himself, we had to drive off the property for that; but for this BBB complaint we are mostly concerned about the breach of promise of the hot tub and the lack of follow through for VACASA.

  

  Business response

  06/12/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that a check is being mailed to you with compensation for the lack of hot tub during your stay.

  Customer response

  06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Vacasa to manage our beach house rentals at ************, **. They have a no smoking policy on all homes, but a renter smoked inside of our home. Vacasa knew of the odor and did not inform us of it, did not charged the renter and did not do anything to help get the odor out of the home. Instead it settled into the furniture and walls for another week until we discovered it ourselves upon visiting. They admitted to knowing and had put odor eliminators throughout the home. There was a renter after the smoking renter who complained of the odor, but Vacasa did nothing about it - now we have a negative review which will likely prevent us from being able to rent it anymore this Summer. We have to now remove all furniture and replaced with new, along with paint the entire home in hopes of getting the odor out.

  

  Business response

  06/11/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience. Our team brought in an air purifier, all comforters have been washed. The odor seemed to be contained to one bedroom. We did what was necessary to help alleviate the odor. One bad review will not negate the positive reviews.
  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked apartment with Vacasa on 12/2023 and travelled in May. I was not made aware that check in was only up until 10pm. This was made known to me on the day of travel, so 5 months after booking was made, after flights/plans booked. On arrival to Seattle customer service told me to book a different hotel since unable to check in as my flight arrived after 10pm. **************** told me I will be refunded. The company is now refusing to refund my money. I want refund for 1 day which is $213

  

  Business response

  06/11/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our team is working to ensure that guests can arrive to this listing 24/7. Our records indicate that you were reimbursed for your hotel stay, as well as refunded the first nights rent of your stay.

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I mean just wow! What a waste of 1200! The ** didn't work! The pool wasn't heated! The pool alarm went off for the entire stay. The games didn't work. The liner in the hot tub was gone from a lack of maintenance and an over use of chlorine. It cut my legs and back. Dead birds on both decks. Nails all in the parking area. I could go on.....The house was dirty when we arrived and it just went downhill from there! It was almost 80 degrees and we waited 3 days and checked out still nothing but "I'm sorry" "We will escalate the issues but it's our peak time" what in the world !!!

  

  Business response

  06/11/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that compensation was processed.

  Customer response

  06/11/2024

   
  Complaint: 21798002
  
  I am rejecting this response because:
  272 dollars back barely covered the cleaning fee, of which I did. The other 1000 was not refunded, as requested. I shouldn't have to pay for NO AC, NO POOL, NO HOT TUB, a constant alarm for 4 days and NOBODY showed up to help with anything! The house was not as advertised. Not fair to take money when NOTHING was as advertised!!

  
  *******************

  

  Business response

  06/16/2024

  Once again, thank you for taking the time to share this information with us. Again we apologize for the inconvenience. Our records indicate that further refund has been approved and is being mailed to you.
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩