ComplaintsforVacasa

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We checked into a rental home in ************, ** on 6/11. The amenities listed were a hot tub and a pool. We have 4 children and the reason we booked the house was for the pool. Upon arrival it was evident that the pool needed cleaned (it had a green tint to it). The hot tub wasn't filled and had frogs living in it. I immediately called Vacasa and told them the pool needed cleaned. I was told someone would come to the house or call me within 60 mins. No one called or showed up. I again called Vacasa on Sunday and told them the pool was now green and it still needed cleaned. They said someone would be out. No one came until Monday morning. The guy was there for 5 minutes and told us the level was at 11 and dangerous to swim in and then he left. I called Vacasa again on Monday asking for a refund for the pool and hot tub not being usable and asked when the pool could be swam in. I received no information because they had to forward the information to the local supervisor. On Tuesday morning a guy came and sprinkled some chlorine into the pool and said we could swim in 24 hrs. It turned more green. I called Vacasa again and they put out a message to the local supervisor to call me. She called me finally and said we could be refunded for the pool ($494). I asked about being moved to another property and she said that was possible and that someone from reservations would call or email me that day. I received no call or email. I called again Tuesday night and asked to be moved. Vacasa told me they were trying to get in touch with the local supervisor to see if she filed the correct paperwork for the move and that someone would call me that night. No one did. Wednesday morning the pool was green as ever and I called the local supervisor and left 2 messages and told her I needed to know if we were being moved because I had another condo lined up. She never called and we decided to check out 3 days early. I need refunded for the 3 nights we didn't stay at the property.

  

  Business response

  06/23/2022

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced during your stay. As we did already refund you for the lack of amenity, the pool, not functioning properly but the home was in wonderful condition and was perfectly inhabitable we do not feel that any further compensation is warranted.

  Customer response

  06/24/2022

  The house was wonderful. However, we booked the house for the pool. We never would of booked the house if we knew the pool was going to be green. We paid over $3,000 for the house and was refunded $494. Doesn't seem to add up to me. Also, the VACASA company said we could be relocated to another house with a functioning pool. There was of course no follow through with that statement and we had to find our own place and pay an additional $1500 for the remainder of the week. So $4500 total in lodging and we were refunded $494. If Vacasa would of had the pool cleaned and in safe condition when we got there, none of this would of happened. The communication was poor and vacasa didn't stay true to their word that we could be moved. We should atleast be refunded for the pool for the entire week. We also should be refunded for the 3 nights we didn't stay.

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We rented a vacation condo from Vacasa from June 13 - 17 for 4 nights for $3998 at Portofino ****** ****** ***** ***** in Pensacola Beach. The unit directly above us was under remodel so from 9-5 each day we could not stay in the condo due to the excessive noise of hammer drills busting up the tile up above our ceiling and other construction noises. I contacted Vacasa about the situation and after dealing with 3 representatives, which the first one complained to me about all the background noise, they claimed it was not Vacasa responsibility yet they are managing the property we were staying in. They said they can’t control what goes on next door and I agree but we were unable to use the property during the day so I felt it would be a courtesy for them to at least refund a portion of our money since we rented the property from them. I even sent the representative a video for their review and she claimed it wasn’t their responsibility. Vacasa advertises on their website that their roll is to make sure the renters received what they expect from the property with no surprises. This was definitely not what we expected for $1,000 a night and a property we could not use during the day. Our last effort to get some kind of resolution failed when the representative Amy called and I couldn’t talk at the time of the call and I asked for her to call me back and instead the next day she text me and told me there was nothing that she could do and that Vacasa decided this was not their issue. I have multiple videos of the noise which was crazy loud. There was 6 of us on this trip and we all agreed that it was a waste of money and time since we had rented a condo to get away and relax.

  

  Business response

  06/23/2022

  Thank you for taking the time to share these details with us. We apologize for any inconveniences you experienced during your stay with us. As the units in this complex are individually owned and we do not manage them all, there is no way for us to know when the owner of another unit will be doing construction. These things are not within our control and therefore we do not typically provide compensation for them, it is up to our discretion to do so. It looks as though we offered a 15% discount future stay credit that you declined. At this time we do not feel that compensation is warranted. 
  
  

  Customer response

  06/23/2022

  
  Complaint: ********
  
  I am rejecting this response because:  It is obvious they have realized some liability since they are offering the 15% on future stays but the future stay will never happen with the way this issue has been handled.  Why should I have to spend more money to receive a discount that I am owed and the discount is rather small?  I have videos for different times of each day during our stay which I have allowed a legal professional to review and they encouraged me to allow Vacasa the opportunity to offer some satisfaction in way of a discount on the stay in concern and if they refuse then we can seek legal action with the videos that fully document our concerns along with the documented effort that we took to allow Vacasa to take care of a customer showing that we made every effort to communicate our concerns and to allow all parties involved the opportunity to fully understand our concerns.  Vacasa has not bothered to request any of our videos which shows they have no desire to understand what our concerns are.  We have also secured witnesses that received a discount during the same stay from a different rental business.  We will move forward with our concerns in a different manner starting 6/26/22 and seek full reimbursement since Vacasa refuses to address the issue.  I appreciate the Better Business Bureau for your efforts 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  06/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We rented a house thru "Vacasa", paying approx. $5,000 for the week. Over the first 24 hrs, we identified SIX MAJOR problems with the property. After being put on hold for nearly 1/2 hr, we were told that they would call us back to address the issues. They never returned the call. The issues included:A malfunctioning refrigerator (water leaking onto the floor)All 6 dining room chairs with cushions NOT ATTACHED TO THE FRAMES (resulting in minor injuries)An oven door that wouldn't close, making it impossible to **** without dramatically heating the house A smoke alarm hanging from the ceiling by a single wire.Cookware with "baked in mold/grime"Many othe minor inconveniences

  

  Business response

  06/22/2022

  Thank you for sharing these details with us. We apologize for any inconvenience you encountered. We are having trouble locating your reservation. If you would please supply the name on the reservation as well as the reservation/confirmation number, we will be happy to look into this further.

  Customer response

  06/23/2022

   
  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

  06/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vacasa agents were not available for our emergency needs at *************** ************* in Perdido Beach, *******. We did not have ac for four days until maintenance showed up on the last day to fix the *** My wife contacted VACASA because she left her backpack in the room followed the lost items instructions and waited 30 minutes for a live agent to pick up the phone. The Vacasa agent took her information and placed her on hold for 3 hours picking up the phone and placing us back on hold until we hung up.The company is running a sham of a business because they place their customer in danger by telling them to contact them for emergency services and other services with no intent to have someone to help resolve the problem.

  

  Business response

  06/22/2022

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced. We are having difficulty locating your information. If you could please provide us with the name on the reservation and/or your reservation confirmation number well be happy to look into this further.
  
  

• Initial Complaint

  06/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I rented a 3-bedroom apartment in **********, **, from Vacasa for June *****. When we arrived, we discovered two problems: 1, we had no clean linens; and 2, the carpet in one of the bedrooms was soaking wet. It took multiple phone calls and working my way through a thicket of misinformation before a bag of clean sheets and towels was delivered around 7 p.m. on the first night. The water problem was more severe. The next day a plumber came to look at the air conditioner and discovered a leak. He placed 3 machines in the room and told us the room was unusable for the next 24 hours. At that point Vacasa offered us a refund of one night's rent or they would find us alternative lodging. We decided not to move because of the time and hassle involved in relocating but I said on the phone that we would accept the refund as sufficient only if we could regain the use of the third bedroom after the second day. Unfortunately, the problem persisted. When workmen reappeared on the third day, they found more problems, and in fact, for our entire stay, we were unable to use one of the bedrooms, which was very inconvenient with a small child. Moreover, we had noisy machines operating day and night for three days so we weren't able to sleep or fully enjoy the place, and we had workmen coming through constantly. I tried contacting Vacasa again repeatedly to say that one night's refund was not adequate compensation but all I got were promises to call me back and no one did. Finally, the day before our departure, people began showing up with new linens and to clean the apartment and it became clear that they thought we were supposed to be out a day early even though Vacasa confirmed that we had it for one more night. I was anxious that someone would show up on our last night to claim the place. The unit never should have been rented in its damaged condition and they should compensate us for a ruined vacation by refunding us at least another night if not the full rental.

  

  Business response

  06/22/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience that you encountered during your stay with us. Given that we offered to move you to another home and you declined, and that we went ahead and refunded a night of your stay, even though you declined to move to the alternate home, we feel as though no further refund is warranted. We made every effort to address the issue at hand and while we do understand that it wasnt fully addressed during your stay, it was your decision to stay after we offered a comparable unit.

  Customer response

  06/22/2022

   
  Complaint: 17444217
  
  I am rejecting this response because: when they offered to move us on June 13, I rejected it on the grounds that the third bedroom would be habitable by June 14.  It was not and we not only could not use the room but we were bothered by noise for the remaining two nights. My repeated attempts to contact Vacasa again  on June 14 and 15 were unsuccessful--agents consistently said they would call me back and did not.  At the time I rejected the offer to move (which would have been very difficult with a 2-year old who does not deal well with change), I explicitly asked if I would have the opportunity to revisit that decision if the water issue was not resolved by June 14. I was assured by the agent that I would but that turned out to be misinformation.
  
  Sincerely,
  
  *****************************

   

• Initial Complaint

  06/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vacation Rental by Vacasa Loon Lake ***********, ** This would have been our fourth year at this rental 1/2 of the Deposit made on 2/13/21 for the week of July 7/16/22- 7/23/22. Deposit $1828.16 I made second payment on 6/9/22 30 days prior to arrival.I starting receiving texts and urgent emails.House is no longer being rented.Offered a substitute but was not comparable . After discussing with family we decided on a refund.Vacasa charged my credit card for the second half of the deposit knowing house was no longer being rented. This portion has been refunded on my credit card. First half since completed in 2021 is now being refunded by check which will take 4-6 weeks which is just unacceptable.Issues:*Not notified house was no longer being rented until second portion of down payment was being made just 30 days prior to arrival.*Second 1/2 of down payment was accepted and charged to my credit card even though house is no longer rented. It has since be refunded.*House remains on the Vacasa Website *Now we have to wait 4-6 weeks for our refund of deposit that was made in 2/21, which is unacceptable. They made the error and never notified us of the change. We are now scrambling for a new vacation rental. How can such a large company be so disorganized? Im sure there are other vacationers at this rental in the same situation for summer of 2022.Ive also reported Vacasa to the *** Attorney General.

  

  Business response

  06/17/2022

  Thank you for sharing these details with us. We are sorry that we were unable to find a suitable replacement for your stay and for the inconvenience this caused. Please know that the refund was processed and we are trying to expedite so that it gets to you quickly, but it still may take some time for your refund to arrive. Again we apologize for the inconvenience and we appreciate your patience.
  
  

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  It was a horrible experience staying at The Treehouse, ********************** at ************, ** (booked from VACASA, Confirmation: GHRCA0Y5, $1249 for three nights) from 6/5/22 to 6/8/22. We have been home for a few days, and we still feel very upset about the unthinkable, terrifying experience. We arrived around 6 pm on 6/5/22, and we loved it when we first saw the property. We were happy until it was bedtime. We found that there was some small and curly hair on the bed fitted sheet in the upstairs bedroom bed. There was A LOT of other hair too and one booger-like particle on the sheet. The sheet also looked wrinkled and dirty; apparently, IT WAS WAS NOT CHANGED! We made the first call at 11:30 pm for help. Someone answered and told us the case was marked urgent, and we would expect a call or text message in about 15 minutes from the local management. 30 minutes passed, however, there were no messages or service. We called the service at 12:01 and 12:07am again, and no one answered. We called at 12:11 am the 4th time and finally someone took the call. Again, we were told the case was marked urgent and that the local management would definitely contact us in ***** minutes. We were given the ticket number *******. Unfortunately, nobody contacted us or showed up while we were anxiously waiting. At 2 am, we finally realized that there would be NO ONE to help us! We had to put the dirty sheet in the dryer for 20 minutes to clean it before we felt we could sleep on it. The next morning around 8:30 am, we called the service line again. This time, we were told they made a mistake last night and the mistake was corrected. We got the clean sheets early afternoon on June 6. The terrible experience ruined our vacation. We strongly request that VACASA refund part of the payment. We also recommend that others stay away from VACASA s service or their properties because you never know that you may sleep on a dirty sheet with someone elses pubic hair.

  

  Business response

  06/17/2022

  Thank you for taking the time to share these details. We apologize for the cleanliness issues you encountered and for the delay in getting assistance to you for the matter. We have processed a refund of $50.00. We hope this helps alleviate some of your frustrations. 
  
  

  Customer response

  06/28/2022

  Hi
  
  Thanks for sending this info. I did not receive VCASA's response and missed the deadline to respond.  A clean sheet is a very basic thing they need to do which they totally failed. Refunding $50 did not alleviate any of our frustrations, instead, it made us feel more upset.  We reject their response.  We demand to refund the fees (cleaning fees?) of $287.68. 
  

  
  

  

  Business response

  06/30/2022

  Once again thank you for taking the time to share these details with us. We apologize for the inconvenience you experienced. While we do understand your frustration, the rest of the home was clean, and we were able to replace those sheets for you the following morning. We feel as though the refund provided is sufficient

  Customer response

  07/04/2022

   
  Complaint: 17440024
  
  I am rejecting this response because: VACASA is not seriously taking actions to improve its service and.  A few words of apology and $50 are not enough for what we went through. If the full service fees are not refunded, we will continue to post the review on other websites. 
  
  Sincerely,
  
  Lin

• Initial Complaint

  06/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 6/12/22 I made a reservation to stay in *******, ** on 6/18-6/19. On 6/14, my primary care physician tested me for ***** based on symptoms I started to have on 6/13. On 6/15, I tested positive for *****. Today my husband tested positive for *****. Vacasas policy reads: At Vacasa, the health and safety of our guests, homeowners, and employees is our number one priority. To protect against the spread of coronavirus (*****-19), our support systems are more important than everand we know it's important to keep you in the loop as you book and prepare for upcoming travel. We'll update this page as new information becomes available about policies, procedures, and travel advisories.The CDC guidelines saying to quarantine 5 days from the date of your test.Today, 6/16/22 I contacted Vacasa to let them know I had tested positive for *****. Their responses were unsettling. I spoke with many individuals via message, some not knowing the ***** policy, one just dismissed me, I got the impression he had no clue what he was doing or what to say, another told me I could change my reservation dates but Id need to book a minimum of two nights. Im disappointed and saddened by the responses I received today. If Vacasa is concerned about their guests, they should be a bit more open to ***** related cancellations/refunds or changes. I wont use them again in the future. Im losing $315 for something I couldve never predicted.

  

  Business response

  06/17/2022

  Thank you for sharing this feedback with us. We are having trouble locating your reservation. If you would please provide us with the name the reservation was booked under as well as a reservation/confirmation number we would be happy to look into this further.
  
  

  Customer response

  06/17/2022

   
  Complaint: 17439639
  
  I am rejecting this response because: this isnt resolved. 
  

  HMZM8AABFZ (confirmation number).

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

  

  Business response

  06/18/2022

  Thank you for providing us with the information we needed to further review your case. It does look as though you were provided with a partial refund. Please know that we do try to be flexible with issues concerning Covid. We did offer for you to change your reservation dates, up to a year out. We are sorry that you were unable to book for the 2 day minimum at a future date. We are glad that we were able to provide you with a partial refund in this instance.
  
  

  Customer response

  06/22/2022

   
  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

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My family just arrived home from our beach vacation in ************ **. We stayed in the Lighthouse Condominiums, as we have for the last 3 years, checking in on June 9, 2022 and checking out on June 15, 2022. The trip total was was $3,391.80, Confirmation HGZ1-M557. I have never booked with Vacasa, but decided to this year and it was an incredibly terrible decision. Upon arrival, I immediately noticed how dirty the unit was. There was dried food on the pot holder, half an inch of dust on all of the baseboards, dried food on the walls, the refrigerator was filthy, food on the kitchen floor, other people's hair in the filter and jets of the bathtub, a ***** on the balcony, the bathroom light flickered constantly when on, mold and dirt around the shower, and to top it all of, the door to the air conditioner was coated in dust. My three year old son is allergic to dust, so this was a hazard to his health. I contact Vacasa via telephone 3 times in 2 and a half hours on the night of June 9th, each time I was told someone would be there within an hour to clean the unit. The last time I was told the "guy" was in a van with no supplies. By this time it was after 8:00 at night and my son needed to bathe and go to bed, so my husband thoroughly cleaned the bathtub. I spent all of that night, until 2:00 a.m., cleaning the unit. I also spent the majority of the next day, June 10th, cleaning the unit to ensure I got as much dust cleaned as possible so that my son would hopefully not experience any health problems. I have pictures of all of this, before and after I cleaned, video's of the ***** and the light flickering, screenshots of my phone calls to Vacasa, and emails that weren't responded to that I sent Vacasa containing this information and pictures. If there is no resolution that can be made, I will be filing a civil lawsuit, as was advised by my attorney. A lone returned cleaning fee is simply not acceptable, if offered.

  

  Business response

  06/22/2022

  Thank you for taking the time to share these details with us. We apologize for the inconvenience you experienced. We have refunded your cleaning fee as well as a portion of your first nights rent totaling $331.00 to the card on file. This can take 5-7 business days to reflect to your financial institution.

  Customer response

  06/22/2022

   
  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

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We were told by the representative if we bought firewood they would reimburse us since they had no employees able to bring firewood that night. They still have not reimbursed us.

  

  Business response

  06/17/2022

  Thank you for taking the time to leave us this feedback. We apologize that your reimbursement was not received. Please verify your address so that we can process that for you, as we no longer have your credit card on file, we will need to mail a check. This can take up to 30 days.

  Customer response

  06/17/2022

   
  Better Business Bureau:
  
  My address is ********************************************************* 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. ↩