ComplaintsforVacasa

• Initial Complaint

  08/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Mandatory hurricane evacuation on 8/4/24. Forced to leave rental after only one night. Paid for three nights. No credit or refund provided. I will never rent from Vacasa again. If only I had rented from **** I would be reimbursed for mandatory hurricane evacuation. ****** learned! Regardless of having renters' insurance.... a mandatory evacuation is an exception to renters' insurance. I know this for a fact!!!! I own a VRBO property. *********************

  

  Business response

  08/11/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. The rental contract you agreed to at the time of booking states:  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.

  Customer response

  08/11/2024

   
  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

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We stayed at a vacasa rental room 1611 at ************ in ***************** ******* 7/26/24-7/28/24. We called Vacasa and texted them multiple times as we encountered so many bad things during our stay. 1) small c*** roaches in the condo 2) stains on furniture to include what appeared to be blood on a pillow and headboard 3) food on the floor from the previous guests that my 1 year old almost ate 4) AC venting in one of the bedrooms and by the bunk beds wasnt working so we couldnt use those rooms, 5) the light and fan in the room was controlled by string on the fan and the string was so short I almost fell off the chair 6) no curtains in living room to close off view, so couldnt rest because light woke us up, 7) no locks to balconies and my daughter opened it and she could have gotten hurt 8) cleanliness showers was terrible! And Vacasa hasnt responded about some type of compensation for our stay and we spent $1,076 (included parking) for the short stay. We lost family time having to deal with the issues. I didnt sleep all weekend

  

  Business response

  08/05/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that a refund was processed

  Customer response

  08/07/2024

   
  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

  07/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My friends and I rented a condo at the 1865 condos in *********, **. In total, the reservation was $1,159.87. Upon arrival, we realized the door code lock to the main building was faulty. We tried entering the code multiple times and the door would not open. After several minutes of typing in the code, another guest had to let us in the building and informed us they had the same problem. This problem persisted the entire weekend, which was less than ideal and a safety concern, especially when returning to the condo at night. When we entered the unit, it was not very clean, there were cobwebs in the windows, the floors were dirty, handprints on the windows, and things were left on the walls from previous guests. The bathroom was a HUGE issue, the toilet water ran constantly and would not flush. When the water in the shower was turned on the drain would regurgitate old water and a brown substance. When showering, the water would not drain and the tub would fill with inches of murky water. It was clear that the bathroom had issues in the past, as the baseboards and trim had visible water damage.The unit was equipped with a NEST system for the heating and cooling, however, the A/C did not adequately reach the bedrooms. The main living area remained cool, but the bedrooms were unbearably hot. Individuals in our group had to sleep on the floor and couch in the main living area because of the temperature in the bedrooms. The unit was extremely loud. None of the other guests followed the quiet hours and you could hear EVERYTHING, including running water from the unit above. On our final night, we were contacted by a representative stating access to our unit was needed for a potential leak. We had to leave our evening festivities to return to the unit and were not given any explanation, just a man walking in and out of the unit. When we attempted to voice our concerns we were offered a meal of up to $100 for four adults, which we politely declined.

  

  Business response

  08/05/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Were having some difficulty locating your reservation. If you would please provide us with the reservation confirmation number and the name associated with the reservation well be happy to follow up with you.

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On june 20-july5 2024 we stayed on a property managed by vacasa. A employee let themselves in without permission using the code that was only for our family. The fridge did not work the first half of the week. There was an entire film of black mold on the shower curtain. We requested a partial refund which was approved from vacasa on July 7th for $250. They told me I would have the refund in 3-7 business days. It is still not been refunded and they will no longer answer me about it. I am furious because I spend my money with them and they did not even fix the issues we had. The property was gross and a health hazard to my children. The privacy violation was a huge concern and caused fear the rest of my trip. I want my refund and I also want people to know not to book with them.

  

  Business response

  08/04/2024

  Thank you for taking the time to share this information with us. Our electronic locks have a record of entries by our staff and at no time did our staff enter the rental during your stay. That said, compensation was provided for the other issues you reported. It was processed to us and you would need to reach out to airbnb as it was processed and should have been refunded through them.
  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We rented a house for a 4 night stay. The total was $2,539.76. The house was not clean at all despite paying for a cleaning fee. Vacasa was told about it and we were told they would reach out to us. We never heard from them. They have kept my review on vrbo hidden. More recent reviews have been posted but for some reason not mine. I reached out again to ask why I havent gotten a response and was told my complaints were not intended to have a response but just kept for future reference. The floors were very dirty with visible dirt and crumbs, feet and socks were completely black within minutes of walking through the house. A drawer and cabinet were found filled with coffee spilled. P*** was found smeared on the toilet seat. The shower floor was visibly dirty and behind the bathtub hadnt been checked or cleaned with all kinds of various things there. Dirty dishes were found in the cabinets and most lights in the kitchen were burned out. I have requested for the cleaning fee to be refunded since the house had clearly not been cleaned and we unfortunately had to spend the first part of our trip cleaning the house.

  

  Business response

  08/01/2024

  We appreciate you sharing this information with us. We apologize for any inconvenience you experienced. Our records indicate that we refunded the cleaning fee as you requested.

  Customer response

  08/02/2024

   
  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

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a condo through Vacasa in **********, ** in July 2024. We had numerous problems such as broken chair with exposed nails, peeling ceiling in bathroom, unusable bedroom (no way to cool and futon advertised as a single bed), etc. Our primary concerns were parking and customer service. The listing noted that there was parking available. For our unit, parking was possible only IN the street, blocking one lane of a narrow mountain road, There was no shoulder because of a steep hill leading down to the place. It was very dangerous! I called Vacasa multiple times. They all promised callbacks. I received none. They were unresponsive and seemed to be unaware of what to do. When I finally spoke to a local person, she told me that others had not complained and that the company rarely gives refunds. She was dismissive of my complaints. Will never rent from these people again. I wrote a negative review on their site and of course, they never posted it. Given their attitude about their customers, I wasn't surprised. I asked for a partial refund, but they have declined, They did not take my concerns seriously.

  

  Business response

  08/01/2024

  Thank you for taking the time to share these details with us. We apologize for any incovnenience you experienced. Our listing noted free parking for 2 vehicles, which was available for your stay. The home does have partial AC. As the home was as advertised, we would not provide compensation. With regard to your review, it has been posted on our website. 
  
  

  Customer response

  08/06/2024

   
  Complaint: 22047420
  
  I am rejecting this response because: the business did not address my primary concerns. The so-called parking was free, but it was also dangerous. If the business does not address this concern, perhaps the town of Banner Elk should. Parking was IN the street. In addition, the business did not address the poor customer service we received. I don't think I've ever been involved with a business that showed so little concern for their customers. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a property in ******* via VRBO that is managed by VACASA--for the dates of August 6th thru the 12th. The property was booked under two separate back-to-back reservations (Aug. 6th thru the 9th, and 9th thru the 12th). On Friday night, July 19th, VACASA texted me and stated that due to a water pump issue, the property was unavailable until August 12th (the day we would be checking out). They wanted to know if I can change the dates or use another property. I said no we couldn't change the dates, and we wanted to find another property on our own and that we just wanted a refund. They stated that they could only refund 50% since that is their normal cancellation policy. We stated that we were not cancelling--that they indicated the property was unavailable less than 3 weeks from our travel dates-and they were obligated to refund us 100%. We contacted VRBO who contacted them. We were able to get a full refund for the first reservation--now VACASA is saying the property is available on the 9th--so if we don't come we are cancelling. They are giving us the run-around and I am very upset. They are a terrible company. Please help!

  

  Business response

  08/01/2024

  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 refunded in full. 
  
  

  Customer response

  08/13/2024

  Hi
  
  Regarding Case ID number ********, this has been resolved by the company. all my **** was refunded. Sorry for the delayed response, I was on vacation.  Thanks much for your help!
  
  ******************
  

  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Booked a rental house through VRBO via Vacasa (05/17/2023 for stay Aug *****, 2024). Rental agreements in its entirety are no longer available but I have screenshots.Total: $964.78 Refunded: $573.36 + $125.01 Remaining: $448.35 Cancellation policy said 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...Unit-specific term cancellation policy: If you cancel within 24 hours of booking, youll receive a full refund. If you cancel after the initial 24 hour period, and 30 days or more before the first night of your reservation, you may choose to receive a future stay credit within the next ***************************************************************************** to have your monies refunded for any nights re-rented. If you cancel less than 30 days before check-in, were unable to offer a refund or reschedule your trip unless the property is re-ented for which you will receive a refund..Cancelled 08/04/2023 more than a year before the date of stay and within policy for refund. Several phone calls with Vacasa - they issued refund $391.42 - because the full week wasn't re-booked. I showed screenshot on rental site showing otherwise and they verify. Get different information on when to expect second refund. **************** states my remaining refund will take 3-5 business days to process. Multiple calls later - another confirmed the second refund amount $573.36 is processing and I'll get a call back with a confirmation.Phone call - ************************* states after review, first refund would be all I was getting because house was re-rented at lower rate. I was told I'd get the full refund. They pull phone calls and listen for the specific phrase full refund and told me later that was never explicitly said. A man I spoke to earlier that day specifically stated the second refund amount. Finally they issue the cleaning fee $125.01 but will do no more.

  

  Business response

  08/01/2024

  We appreciate you taking the time to share these details with us. We are sorry that we wont be hosting you. On the *** you provided, of the reservation confirmation, if you scroll down it specifically says under Cancellation policy, canceled bookings will not receive a refund. It was later explained to you that NC has special policies in place and refunds are based on rebooking of the home. Supervisors listened to all of the calls for your reservation from 8/4/23 forward and none of our agents told you that you would be provided with a full refund. We have refunded the rebooked portion of the reservation to you as well as the cleaning fee. Nothing further will be provided.

  Customer response

  08/01/2024

   
  Complaint: 22045554
  
  I am rejecting this response because: in the contract I SIGNED the cancellation policy did NOT state any of the lines Ive been fed by Vacasa. It was very clear that Id receive my full refund minus a booking fee if I cancelled 30 days prior to my stay (which I did - more than a year) and it was rebooked (which it was). Sure after I pay and sign a contract the confirmation page says no refunds, but that was never stated in the agreement that I signed. So you tell me how thats legal. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented the vacation home for the month of July for $6000.00. The house did not match the description given by Vacasa which described a modern kitchen with supplies to host any dinner needs. I arrived to fine the carpets stained beyond repair, wallpaper peeling off the walls in almost every room, mold in the bathroom, dishwasher not usable due to rack coming loose, microwave had burn damage, upstairs TV not hooked up, leakage from both bathroom faucets, no trash pick-up until numerous calls. The supervisor was "unavailable" for the 31/2 weeks I continually called. There were no cleaning supplies, kitchen supplies and $500 was spent at ******* to provide items including reading lamps (none in bedrooms), rugs to cover spots, hose, batteries but only one garage door opener worked and I was told that one "was enough". I have spent this kind of money in the past and this experience was the worst of any vacation rental I have used. This house should never have been listed by the owner.

  

  Business response

  08/01/2024

  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 provided for the issues.

• Initial Complaint

  07/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Attempted to stay at a VACASA rental home. Upon arrival we found the bathroom dirty, dirt and mouse droppings on floor and furniture, window screens torn or missing, bed frames broken, refrigerator broken, no working phone, broken furniture inside and out, and unstable internet with no cell service. We informed Vacasa upon our arrival including pictures of problems and never received a reply. The next morning we again informed Vacasa of the problems with no reply. We left the house to return home as the house was not useable for a family vacation and we were getting no replies from Vacasa. ***** was notified 14 hours after our arrival for a 5 night stay that we had to leave, again with no response. Vacasa has refused to acknowledge any issues or address the problems. Their response to my most recent call was to talk with ******** who I booked the reservation through and have them solve the problem.

  

  Business response

  08/01/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that our team has been in contact with you and ******** about a refund.

  Customer response

  08/01/2024

   
  Complaint: 22042371
  
  I am rejecting this response because:  your response was not accurate.   Vacasa responded that I needed to work with ******** to resolve my issues.   ******** was able to get a satisfactory resolution, Vacasa had no interest in either addressing the issues or solving the problem.   
  
  Sincerely,
  
  *****************************

  

  Business response

  08/05/2024

  Thank you for providing this information. Our records indicate that you have been provided a refund.

  Customer response

  08/05/2024

   
  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,
  
  *****************************

*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. ↩