Complaints

This profile includes complaints for Vacasa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vacasa

  850 NW 13th Ave Portland, OR 97209-3680

  
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  Sterling Resorts

  1080 Highway 98 E Destin, FL 32541-2942

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  Sterling Resorts

  12011 Front Beach Rd Panama City Beach, FL 32407

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  Vacasa

  6 Barbados Ln Panama City Beach, FL 32461-9110

• 

  Celadon Beach Resort

  17757 Front Beach Road Panama City Beach, FL 32413

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/29/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company VACASA and *********** are scamers. They used my cc information to book some kind of reservation on a different state for over $4500. There's no information at *********** about this reservation and VACASA keep saying they have nothing to do with this matter. No one is being responsible for this fraud. I'm glad I'm secured through amex. Stay away from these companies. Fraud

  

  Business Response

  Date: 04/30/2025

  Good Afternoon,

  Thank you for reaching out. I understand your concern, however matters related to credit card fraud are handled directly by your credit card company. They have the proper tools and processed in place to assist you with issues like fraud. As we see you have already contacted them you are doing the best and correct steps to resolve this. Vacasa is a property management company we accept bookings for our homes, upkeep homes, and handle guest relations. We are sorry that someone was able to book a stay with your information, however the number listed in this complaint is what is registered on that "fraudulent" reservation. We are happy to provide you with the *********** confirmation for this stay or help in any other way. However can not issue a full refund for a stay that appeared at time of booking to be a legitimate reservation. Let us know if we can assist with any other questions or concerns. 

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23264904
  
  I am rejecting this response because:

  Doing some research,  looks like the process for authentication from VACASA requires documentation to confirm this so called reservation and of course I wasn't involved in this fraud. Also, please provide the *********** information for further dispute with them. 
  I did put a claim with my card as fraud but just wanted to have clarification of this matter due to my safety and personal information privacy that was shared with you and booking.

  
  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 05/01/2025

  You claim that you did not book this reservation. If that is the case, then you will need to continue with the process of reporting this to your bank or credit card company. The *********** reservation number is **********, and Vacasas confirmation number is  ASH0ZXT9. We checked the notes on the reservation and see that a virtual check-in was completed on 04/17/2025. During this virtual check-in, we ask for identification from the reservation holder. This would have been provided to continue with the reservation check-in. Also, since this reservation has already passed and you indicated that you were filing a dispute, we are not able to process any refunds. If you feel that your information was compromised, then I would recommend changing all passwords on all of your accounts to prevent further issues.
  
  

  Customer Answer

  Date: 05/01/2025

   
  Complaint: 23264904
  
  I am rejecting this response because:

  I need proof of the "virtual check in" and the documentation that was provided.

  I can't believe that there is no actual check in to validate this informstion that supposed to match all documents used to make this reservation.

  i guess you do a virtual check in through facetime, teams, zoom or any other virtual platforms to validate identity?

  if not, how can you validate this is the actual person booking?

   

  All this process sound so sketchy that proofs that you need to improve yoir check in/reservation process.

  The reason why the dispute was open after this so call "reservation" was completed/in process is because i received my statement with this outrageous charge from your end.

  i will follow up with *********** as well with the information provided and see who's the one that needs to improve the client validation process and guarantee that is a legitimate transaction, not just selling services to anyone no matter if they use fake, wrong or someone else's information.

  we will follow up this matter until is properly resolved.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:04/27/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. Before we booked, we contacted VACASA to ask if the unit was the FULL house and doesn't have any attached living spaces for a 2nd unit. The *** guaranteed is that this is the full house and we have access to the entire home. When we get there first thing we notice is there's a separate home entrance with locked doors that we cannot access. A good chunk of the home on the southern side was locked. The Vacasa *** straight lied to us so that we would book this unit. Costing us over a thousand. 2. After driving 7 hours with 2 kids we get there and the door lock code doesn't work (I own a tech company and am strong with tech and this wasn't used error). So we contact Vacasa who doesn't respond for 20 minutes. Meanwhile we are all standing on the front porch with all our bags looking like idiots while Vacasa is **** We called them via 2 different phones at the same time, started a chat, and a text thread all at the same time and it still took 20 minutes to get a human on the line.. she finally gave us a secondary door code which didn't work either. Finally she directed us to the manual key lock box which finally worked and let us in. 3. The unit directly next door is under construction and from 9am to 10pm yesterday they were out there sawing and banging and hammering alllllll day long for 2 days straight. Had we known that this rental next door was under construction we would have gone somewhere else. This whole experience with VACASA has been COMPLETELY unacceptable AND remorseless from Vacasa end. I've contacted the chat team several times and all they do is "apologize" and say there is nothing they can do. I 100% regret using Vacasa and will never use them again.. on top of that I will leave as many bad reviews as possible anywhere I can and start an anti Vacasa ******** page to share bad experiences. I will also be contacting my attorney with all the evidence.. I want a refund for this awful experience..

  

  Business Response

  Date: 04/28/2025

  Thank you for taking the time to share this information with us. We have reviewed all the documentation and found that you booked and were given access to the unit that was in the listing, which included the 3 bedrooms and 2 bathrooms. The garage apartment was not occupied and belongs to the owner. It was not included in the listing and was not accessible to guests. We apologize for the inconvenience of the construction during your stay, but we cannot control what the owner does with his private space. We did see that you had issues with the lock after arrival. We are offering a $100 compensation refund for that issue, but we will not be refunding the 25% or the full amount, as the listing was correct.

• Initial Complaint

  Date:04/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a condo at ************** in ********* April *****. Once we checked in, we were informed that we were not allowed to use the boat shuttle to the private beach. This was the reason we chose this property. We have stayed several times and always had this service. Traveling with a 6 yr old and a 2 yr old, this was a convenience to us. We reread our contract, no where was this information listed. We could not get room service, pool towels or extra blankets for the room. We paid $400 plus a night and could not use the amenities. We sent text messages to the company and they stated that no it was not in the contract. When asked if this was false advertising, they then acted confused. The condo was fine, but knowing what we should have been offered and what we actually received, made our experience awful. We were told at the condo that the home owner of this condo did not pay HOA fees so therefore no amenities were offered. This should have been in big bold letters on our contract so we could have made an informed decision to stay or cancel.

  

  Business Response

  Date: 04/27/2025

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

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a TON of little problems with the rental, and terrible/absent communication.We were promised during our stay a partial refund since there was no fire pit as promised. We had rented the place specifically for this as it was my sister's birthday and she wanted to gather around the fire pit. This did not happen. In addition, we were LOCKED out of the paid rental on the last day we were there. When I called about this (I had to call and email many times during my stay), I was understandably ****** and was told to be 'patient'. Then when the local guy called he told me to 'hush up' and HUNG UP on me. We were left outside with 2 disabled people, temperatures dropping and sun going down, until he decided to call me back. I am seeking at the very least the promised refund for no fire pit. It's the least they can do considering how RUDE and DISMISSIVE they were the WHOLE TIME I stayed there.

  

  Business Response

  Date: 04/27/2025

  Hello,
  Thank you for taking the time to inform us of the issues you encountered during your stay. We sincerely apologize for the inconvenience and appreciate your feedback.
  I see that our local manager has approved a $50 refund for the loss of amenity. Additionally, **** applied a 15% Future Stay Discount, valid at any Vacasa property that accepts discounts. To use this discount, simply call us and reference the confirmation number associated with your reservation, and well be happy to apply it to your next booking.
  Please dont hesitate to reach out if you have any questions or need further assistance.

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Vacasa, who is denying me a refund for a property I intended to rent for a 2-day period (April *****th, 2025) which, upon arrival, was not as advertised. My party and I signed up, and paid, to rent a property that included (as advertised) a working wood-burning stove, as well as a working hot tub, in good condition (among other things). It's important to note that these were the primary features that we chose to rent this property to enjoy. Upon arrival, we learned that the wood-burning stove was out of order (we were not informed in advance of this, and it was going to be a very cold weekend), and the hot tub contained several "change filter" and "change water" warnings when we opened it, on top of an overpowering, terrible smell (like mold), and which made it completely uninhabitable. We quickly called Vacasa to see what could be done about these issues; the person we spoke with informed us that the wood stove could not be fixed in time, but that they could send a maintenance person over the following day to work on the hot tub. We considered what that would mean--1) a full day/night without use of the space, *as advertised*, which was what we had signed up to pay for, and 2) a period of time the following day wherein a stranger would be in our (small) space, as well as no guarantee that the issue could be resolved (and, while I can't prove this definitively here, I can say based on the powerfully bad smell that the hot tub itself would either have required a complete and total clean-out/detail, or likely needed to be replaced entirely.)My party and I decided we needed to vacate the property in order to claim back as much of our precious 2-day trip as we could, in a space that actually contained what we were counting on. We let Vacasa know we would be leaving, and would like a full refund, for a space that was not as advertised, and thus not what we had signed up to pay for. They are denying this claim (no more space to write!)

  

  Business Response

  Date: 04/25/2025

  Once again thank you for sharing this information with us. Again we apologize for any inconvenience you experienced. The rental contract you acknowledged and agreed to states:The Property is provided as is, and we are not responsible for the inoperability or unavailability of any amenities. We are issuing a refund for $75 for the issues reported-as they are minor issues that do not constitute a Full Refund . 

  The rental contract you acknowledged and agreed to states 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 were not given the opportunity to address the issues completely before your departed the same night as your arrival. 

  We did provide information the same night on the communication ticket that was sent  to the local office advising for you to flip the breaker switch to the hot tub to reset it and get it to start heating( the switch was located by the hot tub)  The hot tub message to get more water, is because it is on a timer. We also provided information regarding the switch to the Vanity lights were right next to the window Due to us not being able to address the issues while you were here, a Full refund will not be approved.
   We will be issuing a $75 refund. Please allow 3-5 business days for this refund to process on your end. Please know that the comfort and satisfaction of our guests is our priority and the experience you had is certainly not commonplace, nor is it indicative of our level of service.
  Please feel free to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/6, I checked out of the rental. I followed up on 4/7 stating I had left 4 beach towels and a bathing suit behind. Vacasa stated on 4/8 that the items had been found and they would ship them to me. I approved paying for the cost of shipping. I have followed up repeatedly asking for confirmation via a receipt or tracking number for the shipment of my items. Vacasa has yet to provide that. I have reached out every other day requesting an update and keep getting told "they'll reach out" and that "the items are on the way." I filed a resolution center request stating that I had not received the items after more than 2 weeks and that I wanted $150 for lost items. Vacasa denied this request and then lied about when I requested the information. They told me that I requested the return on 4/14 (not true given provided screenshots). They also said that the unit has been occupied since 4/14. This implies that the items are still in the ****** where other guests have access to so my personal items are being used by strangers. I would like to be reimbursed for my lost items.

  

  Business Response

  Date: 04/24/2025

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that the items were shipped on 04/24/2025. The tracking number is 9505 5105 8353 5114 3262 34. We tracked the package on the **** website, and it says that the package should be delivered on 04/26/2025 by 9:00 pm. Therefore, we will not refund the amount you requested. Please reach out to us if you have any questions.
  
  

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal and urgent complaint regarding my current stay at a Vacasa-managed property in ************, ********Before booking, I contacted Vacasa directly to confirm that the outdoor pool at the property would be open during our stay. I was explicitly told that it would be. This was a critical factor in choosing this condo, as I have stayed here before and booked it specifically for the pool my small children prefer the pool to the Gulf, and it plays a major role in our vacation experience.We arrived six days ago and were shocked to find out that the pool has been closed for two years. I was misled by your team, and its clear now that I was given false information. To say this has disrupted our vacation is an understatement it has completely altered our plans, frustrated my children, and caused significant disappointment for our family.Since our arrival, I have been in constant communication with Vacasa. Over the past six days, I have received nothing but vague reassurances and empty promises that someone would follow up. To this day, I am still waiting. Not only was I lied to before booking, but now my ongoing concerns are being ignored. This is more than poor customer service, its gross negligence and a failure to uphold basic accountability to your guests.I have documented proof, including screenshots of the communication, where I asked about the pool and was told it would be open. I am more than willing to share those as part of this complaint.I am requesting a timely and sincere response to this matter, along with an appropriate resolution and explanation. I believe Vacasa has a responsibility to provide accurate information and to address guest concerns with integrity and care. I hope this situation can be handled professionally and fairly, and I welcome the opportunity to share the documentation of our communication to assist in resolving this issue.

  

  Business Response

  Date: 04/23/2025

  Good Afternoon,

  We appreciate you sharing these details with us. We apologize for any inconvenience you experienced. We have reached out to our local team for further information and to see if they are willing to provide compensation. We appreciate your patience while we wait for their response.

  
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23239876
  
  I am rejecting this response because Vacasa offered $20 a day for their mistake. This was absolutely not worth the disruption for my family and children. I will never book any location with Vacasa again. 
  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 04/29/2025

  We are sorry for the inconvenience of the miscommunication of the availability of the pool during your stay. Unfortunately, this was listed in both the main listing as well as **** and was sent to you in your confirmation email that the amenities may not be available. Due to this we will only be able to offer a total of $300 refund to you for the miscommunication. Please feel free to contact us with any other questions you may have. 

  Customer Answer

  Date: 04/29/2025

   
  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. $300 is better than nothing. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented condo in Indian shores fl. April ***** 2025. The advertised pictures show a lush green lawn in front of condo We found major renovation going on upon arrival and we were not informed of this prior to renting. This created an unpleasant view. The hot tub was closed 4 out of 5 days of our stay. Which was a major influence for us to rent this condo only to find we cant use it. There were also roaches in the condo. We didnt call to inform during our stay because we didnt want dangerous chemical in the condo for us to inhale. This is a 10 story complex with only one functioning elevator. There was also construction going on in the condo above us. There was construction going right next door to complex. The noise was unbelievable. We heard drilling sawing and machinery all day. I contacted Vacasa and made aware of all of this. They offered a 113 dollar partial refund. This is unacceptable unacceptable. I have pictures of closed hot tub and roaches and construction in front of building.

  

  Business Response

  Date: 04/23/2025

  Good Afternoon,

  We are sorry to hear that your past stay was not enjoyable due to construction, loss of amenity, and pest issue. We would like to offer you an additional refund of $136 for these issues. If you would like to accept you can contact our customer service team via text: **************, or you can utilize our customer service phone line: ****************. We look forward to coming to an amicable resolution with you. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23239776
  
  I am rejecting this response because:
  We booked on the premise that everything would be as listed. It was not due to all the reasons already listed. We saved for a long time for this vacation and with all the issues it was a disaster.  
  Sincerely,
  
  *** *** *********

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a condo at *********** for four nights for April vacation. The booking agency highlighted a pool, a hot tub, and a community room. None of those amenities are offered as advertised. The management Vacasa is refusing a refund, even though we alerted them to the issue within an hour of checking in and offered to leave. They are stating the pool is open. It is clearly not. They are being untruthful and on top of this, the place is dirty, and I have numerousphotos to prove this. We have been dealing with them for the past 17 hours. It has ruined our first day of vacation. They are saying we break the contract if we leave. However, they are breaking the contract with files advertising. We simply want a refund and to leave.

  

  Business Response

  Date: 04/23/2025

  Good Afternoon,

  We appreciate you sharing these details with us. We apologize for any inconvenience you experienced. We have reached out to our local team for further information and to see if they are willing to provide further compensation. We appreciate your patience while we wait for their response.
  

  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23235146
  
  I am rejecting this response because: this is their standard answer. When I asked to speak to a supervisor, the last person told me she was the last stop. And she said theres absolutely no way were getting a refund. She said that was the final decision of the local company. However, the locals in the town I am in ***** have confirmed that there is no local office. They are running a bad business and taking advantage of Taurus in a small town. Numerous people told me not to do business with them again. And Ive heard from numerous condo owners here in town that they have fired them due to their poor management it is  is 100% ridiculous they were not willing to give us a refund and cancel our trip, because we booked a condo for a week that offered amenities of a pool and a hot tub. we received numerous confirmation  emails both from *********** and Vacasa that said the pool and the hot tub will be open from 12 to 10. I even reached out to double check. Yet, Vacasa has refused to let us check out and give us a refund.  We were not asking for a discount or anything free, we simply wanted to leave. So that we could put our funds towards lodging that met the amenities we were looking for.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/24/2025

  We understand how frustrating this must be for you. We asked *********** to process a loss of amenity refund for $95.21.  We have also consulted with the local General Manager and *************************** about your complaint and refund request, and were informed that we cannot process any further refunds. The pool and hot tub are not managed by Vacasa, it is managed by the **** We do not have any control over the closure and often do not get any notice from them. Therefore, we could notify you before checking in. This decision is final, and no other refund requests will be considered.

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23235146
  
  I am rejecting this response because we received numerous confirmation emails that the pool and community center would be open. It was not. Vacasa refused to let us cancel this stay even though the mistake was on their end. They are trying to claim that  in small print on their rental agreement, it says they are not responsibility for the homeowners association and whether the pool is open. However, I spoke to the president of the **********************, and it is a known fact that the pool will be closed this time of year. It was not simply closed for upgrades for a day or two, it is closed closed. They are falsely advertising this property as having access to a pool and a community center. This is not true. It is false advertising, not a matter of maintenance by the **********************. It is against the law to falsely advertise properties. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/29/2025

  We do apologize again for any inconvenience of the loss of the amenities, however, we will not be refunding anything more than what has been offered to you of $95.21. This is above and beyond what would normally be refunded as the amenities are out of Vacasa's control as they are not managed by Vacasa. We are not able to make the amenities available if the *** has decided to close them. This is also listed in the rental agreement that you signed and agreed to when you booked the property. 

  Under Additional Terms and Conditions you will find:

  You acknowledge that if the Property has access to amenities that are shared with other properties, such as a shared pool, hot tub, parking lot, or fitness center, that the availability and condition of those amenities is outside Vacasas control.

  Please feel free to contact us directly for any additional questions you may have but please note again no further refund will be granted. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23235146
  
  I am rejecting this response because all confirmation emails stated these amenities were open. This is a SCAM. They are still listing the amenities as open on the listing even though the amenities are clearly closed for the season. *********************************************** the proof is right there. Even after we had this issue last week, they are still renting it as having a pool and hot tub. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After paying for the rental of the property, Vacasa then charged an extra $50.01 cleaning fee because they said we did not break down the bed and clean the towels.

  

  Business Response

  Date: 04/17/2025

  We appreciate you sharing these details with us. We reviewed the reservation and tickets and looked at pictures of the unit after your checkout. We would like to remind you that in our rental agreement, under section K. Consequences of Breach, Charges for Damage, it says that we can charge an additional cleaning fee of up to $500 (or the actual cost of cleaning services, if greater) for violations of any of the guest policies or for excessive cleaning required by the acts or omissions of any Occupant during your stay. This permits us to charge your credit card for the extra cleaning.
  
  You left dishes and trash in every room of the unit. You also did not comply with the checkout instructions that were available to you before you checked out. This caused us to have to do more cleaning than was necessary during a regular cleaning, and why the local management staff charged the additional $50.01 to your credit card. Our local staff sent over a copy of the pictures to you for your review. We will not refund the extra cleaning charge, as we had a valid reason for charging the extra fee.

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23215007
  

  I am rejecting this response because:

  
  We paid the cleaning fee when we rented the property from you.  There was no mention during our stay or in the check in instructions that all trash had to be emptied.  Also, there were not dirty dishes in every room.  They were all near the sink.  Do you expect a rental person to wash your dishes and take out the trash along with cleaning up the apartment even after they already paid you a cleaning fee??  Your customer service is horrible and we will never rent from you again. None of your terms were outlined at check in or check out.  There was broken glass on the kitchen floor when we arrived and when I asked for a vacuum to clean it up, your responding agent couldn't help us.  We should charge you for leaving broken glass on the floor when we checked in.  I will continue to dispute this charge. 
  
  

  Sincerely,
  
  ******** ****