ComplaintsforVacasa

• Initial Complaint

  03/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  When my family arrived at this condo, there was a strong smell of stale smoke, cigarette butts on the semi rotted patio/deck. The pictures and statement claim the view is overlooking the mountains, the view is of the trees. The fireplace had ashes in front of the fireplace and there was a huge white stain on the bedspread. This place was not clean enough to stay in and we want all our money back not just the cleaning fee.

  

  Business response

  03/31/2022

  We are sorry to hear about the issues experienced by this guest. We are unable to identify the reservation referred to within this complaint, please provide the associated reservation number or code so that we may assist further. Thank you.

• Initial Complaint

  03/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I reserved the '******** ***** ****** *****' (***** ********* **, Truckee, CA, 96161) through Vacasa from March 11-14, 2022 for $2108.08 (confirmation *********). My friends and I stayed there and upon our return, three of us discovered that we were covered in bedbug bites. I have about 22 bites on the sides of my torso, lower back, and leg. My friend, Alexis, has ~100 bites on his ribs and stomach. My friend, Brittany, had 2 bites on her stomach. Needless to say, we've all been completely stressed out, itching, decontaminating our homes to prevent any introduction of bedbugs from our luggage, clothes, etc. To make matters worse, Vacasa has not responded to my daily emails to them ([email protected]), alerting them of the bedbugs and requesting a refund. I also called their customer service line today (3/19/22) and waited for an hour on hold and finally gave up.

  

  Business response

  03/31/2022

  Thank you for writing us regarding your concerns and we are so sorry to hear about the issues you are experiencing! We would also like to apologize for the delay in getting back to your outreaches, we have been experiencing an unexpectedly large volume of phone calls and emails and are working hard to get through them. Our local manager is scheduling a pest control company to come do a thorough inspection and we will update this complaint when that inspection has been completed. Please continue to keep this complaint open so that we may respond when we hear more from the local staff. Thank you! 
  
  

  Customer response

  04/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: It does not address request to get a refund due to me and my friends getting bed bug bites from our stay, and the stress and decontamination we had to do in our homes afterward, and without any response from Vacasa for 2 weeks. I can only imagine the experience of the renters that came after us.

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

  

  Business response

  04/12/2022

  Hi ******. Thank you for your patience as we worked with our local team to get further information on your experience with us. After further investigation, we were notified that no bed bugs were found in the home. We had pest-control sent to the home to complete a thorough inspection and no bed bugs were found. Along with that, this issue was only reported to us on March 30th and you had checked out of the home by March 14th. Bed bug bites would have shown up long before the 30th of March. The local manager for ******** ***** ****** ***** has not approved of a refund. We apologize for any discomfort you experienced during your time with us. Thank you. 

  Customer response

  04/13/2022

  
  Complaint: ********
  
  I am rejecting this response because: Firstly, Vacasa is incorrectly representing the timeline of when I contacted them regarding the bed bug bites. They are saying the issue was reported to them on March 30th, which is not correct. I am attaching the records of when I first reached out to them via email on Thursday March 17, alerting them of the bites all over my body that showed up the day prior. This means that 22 bites appeared on my body and 100 bites on my friends body exactly 2 days and 1 day following check out, respectively. All of this is already documented in my complaint on the BBB. However I am also attaching documentation of the email records I sent on March 17 and March 18, as well we via of phone call for which I was on hold for an hour without any customer service. In contrast to the false statements that Vacasa is stating regarding my communication, it was actually Vacasa that negligently took 2 weeks to respond which was only following my issued complaint to the Better Business Bureau. 

  Given the record of communication, the extremely disturbing bites and aftermath of decontaminating our homes, and the very poor customer service following the events, I reject Vacasa's response and hold to my request for a refund and a call to apologize for this matter.  The 2-day timeframe of the bites showing up is completely reasonable, and frankly I'm insulted that they would make matters worse by providing false communication records and invalidating what happened to us.

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

  *****All supporting documents redacted by BBB*****

• Initial Complaint

  03/19/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January 2022, we entered into a contract with Vacasa to provide full service management for 6 rental properties. As part of the transition process, all current bookings were transferred from our system to theirs. We notified our existing clients that Vacasa would be handling all remaining transactions of their bookings moving forward. This included new bookings, collection of existing balances, check-in procedures, concierge response to questions from clients, etc. Vacasa began communicating with the existing clients and we immediately began receiving complaints from the clients that information of booked dates and balances due were erroneous. Vacasa (unbeknownst to us) was also requiring new contracts to be signed with them - even though they had acknowledged that existing contracts with us would be conveyed with the transferred bookings. We began immediately running damage control with all of clients and instructed them to disregard communications with Vacasa - as we made the decision to terminate our contract ASAP because of the issues out of the gate. We notified Vacasa that we would be terminating our contract and pulling back all of our existing clients. However, one client had already remitted $16,398.36 to Vacasa to pay the remainder of the balance for their April 2022 vacation. We began contacting Vacasa accounting to locate the funds and get reimbursed. We made multiple calls and NO ONE could tell us the status of the monies collected. We were told several different versions on how much was collected - none of which was accurate. Luckily, the client had a receipt of what they paid Vacasa. In early February 2022, we received a check for $7,862.80 with no explanation of the breakdown of funds. Where was the remaining payout of $8,535.56? After multiple calls with ************************* - they finally agreed to send us the final amount due. To date, we still have to received the money promised by Vacasa. Every call results in an excuse or run around.

  

  Business response

  03/31/2022

  We are so sorry to hear about your experience with our management! That is certainly not the top notch service we strive for. Could you please provide us with the Vacasa unit listing numbers, or the full addresses for the homes that were contracted under our management so that we may investigate further and ensure this issue is resolved? Thank you! 
  
  

• Initial Complaint

  03/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a vacation rental with Vacasa, my decision to chose this property was based on the advertised pictures and description of the property. When we arrived at the property, it was nothing like it was portrayed in the rental ad. It also had a cement spiral staircase leading up to the unit that was not mentioned anywhere, if it had been it would have been I would have chosen another property. The place was dirty, old and very run down. The amenities were not as advertised and were either in disrepair or broken. There were hazardous steps in the walkway, my guest and myself almost fell face first on the cement sidewalk, the motion light did not activate until you had already stepped forward. Fortunately neither of us fell. I also had a handicapped guest who had to climb those stairs. We also found some type of excrement under one of the beds. When I brought all of this to Vacasa's attention, they basically said too bad, you needed to let us know during your stay so we could address it then. I had guests first of all, and was not aware of that provision, there was nothing they could have done for almost all of the disrepair, short of putting us in a new location. I notified them as soon as I got home after we checked out. Their excuse is lame at best and are guilty of false advertising of this property. I sent my guest the link to the place as advertised, how disappointed and embarrassed I was when we arrived and saw what it really was. I have pics of everything and can provide

  

  Business response

  04/25/2022

  Hello.

  Thank you for providing your confirmation number. I was able to locate your reservation for you. Since none of these issues were reported during your stay we cannot approve of a refund. We must receive communication from our guests during their time with us so we can best assist in resolving these complaints. There was no way for us to help out with the cleanliness and accessibility complaints because we were only made aware of it all after you arrived back home from your stay. This is a strict policy of ours and we will not be making an exception at this time. Please note that this listing is not advertised as being ADA accessible. All of the photos on the listing are of the interior and deck. We apologize for not including a photo of the spiral stairs and exterior of the home. We can discuss this with the owner to see if they would approve additional photos being added to the listing.

  Again, we are sorry that your stay with us was not what you had expected. We wish we could have had the opportunity to better assist you during your stay.

  Customer response

  04/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:The photos of the interior and exterior of the property are not what the property actually looks like, maybe it did 10 years ago but certainly not what it looks like today.  It is an old beach house and is nothing like the pictures. The feces under the bed was not discovered until we were leaving the property.  It does not appear that you are taking ownership of this situation, but instead hiding under your strict policy.  The fact is you grossly mis-lead me into thinking I was getting something I did not get.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  03/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Vacasa vacation home management company. They continue to send me mailings after I have repeatedly opted out of their mailing list. How do I stop this unwanted solicitation?

  

  Business response

  04/01/2022

  Thank you for writing us! You can submit your name and address to be removed from future mailings here: https://www.vacasa.com/go/do-not-mail
  Please note that a few pieces of mail may still arrive after submitting your information through this link, as they may have already been printed and posted. Thank you!

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 3, 2021, I booked a condo on **** with TurnKey shown as the "host," and paid $214.73. Since that time TurnKey was acquired by Vacasa. We now have to cancel this reservation and according to the **** booking, I should receive a 90% refund as I am cancelling before the April 13 deadline. I first emailed, then called Vacasa to start the process. When I called, I was put on hold but told that I could text them, which I did, expecting to get a call back. Instead, we began a text conversation in which I was told that I would receive a $94.26 refund check in 4-6 weeks. Later today, I received an email from ****** H CX-Integrations Specialist which says, "We are sorry to hear that you won't be able to make the trip to ******* on May 13, 2022. I have cancelled your reservation at ************************************* from May 13, 2022, to May 16, 2022. Because there is a 10% cancellation fee, no refund has been issued at this time.Please keep in mind your refund does not include the **** Service Fee which is charged/refunded separately by ****. ?Please reach out to **** ***************) as there may be additional fees to obtain.Below is your confirmation for your records. Please let us know if you have any questions.Confirmation Code: ******Unit: ************************************* Cancelled Reservation Dates: May 13, 2022-May 16, 2022 Total Refunded: $0.00 I have replied but have not heard back. I want my money back as stated on the **** booking and as I was told in the text messages. (I have attached screenshots as proof of this discussion.)

  

  Business response

  04/01/2022

  Thank you for writing us regarding your concerns. We apologize for any confusion or misunderstanding while our customer service agents adjust to the cancellation policy offered by Turnkey, which differs from the standard cancellation policy offered by Vacasa. The cancelation terms for this reservation state that for cancellations outside out 30 days prior to arrival, a cancellation fee of 10% of the booking will be applied. When booking, this guest only put down 10% of the booking cost as a deposit. Because only 10% was paid at the the time of making the reservation, no money is due to be refunded for the cancellation, as that 10% is being held as the cancellation fee noted in the terms and conditions of cancellation. We hope that helps clarify the situation. Thank you!

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We rented a home from Feb 5-11 of 2022. The home was not what was advertised. We made phone calls and sent emails and no one would help us. We finally received an email after our stay on Feb 14, 2022 saying they would give us a 50% refund of our $2047.61. We have not seen that money and they will not answer our inquiry about when we can expect it. Vacasa's customer service is unacceptable and I believe they used false advertising for our rental.

  

  Business response

  04/01/2022

  Thank you for providing that information and for your patience! We see that our finance department was experiencing some delays and the check was cut and mailed on 3/11/2022. Could you confirm that you still have not received the check? If that is the case, we can cancel that check and reissue a new one. Thank you!

  Customer response

  04/05/2022

  
  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

  03/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a property through Vacasa (Confirmation : *********) for 4 days April 4-8 2022. They have a cancelation policy of 30 days prior to the stay, however, I learned 24 days prior to my reservation day that my dog is going to have puppies around that time. This was an unplanned pregnancy and as whelping goes you can't leave your dogs/puppies unattended for long periods of time, so I contacted Vacasa and asked to cancel my trip. I realized it was after the 30 day refund limit so I asked for future credits instead. The person I talked to originally said there is nothing they could do but when I pressed they said they could move my date a week prior or a week after if that would help. Unfortunately as with human pregnancies there is not an exact due date so neither before or after would would. I pressed for future credit instead the agent said she was sorry but she couldn't do anything further for me. We would much rather be vacationing than attending to new born puppies however the situation is what it is. I can't believe Vacasa won't issue future credits or a refund under this circumstance.

  

  Business response

  03/21/2022

  Thank you for writing us regarding your concerns. Unfortunately, our rental policy and cancellation terms are stated prior to booking and an exception cannot be made to these rental policies at this time. We do advise all of our guests to purchase travel insurance, either through our recommended provider (offered at the time of booking) or to seek their own insurance  options to protect their trip. The offered insurance was declined at the time of booking and thus a reimbursement for their stay is not available. We do encourage guests that cannot attend their trips to inquire with friends and family to see if anyone else could utilize the stay. Thank you.

  Customer response

  03/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: I under stand there is a policy in place, however, I also know there are acceptations to the policy and that it is at the discretion of the vendor to approve such acceptations. Again had I had control or knowledge of my dogs pregnancy 30 days prior to my visit I would have cancelled my trip, however, I didn't learn about my dogs pregnancy until 26 days before my trip at which time I called the vendor to try and receive a future credit or refund. As stated the vendor does offer future credits and refunds outside their stated policy so this is not an abnormal request on my part. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  03/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Re: Vacasa, Confirmation ZM5T-**** We had booked a condo in ****** before the pandemic (April 2020) through a different company (Condominium Rentals ******). Due to travel restrictions, we had to cancel and the company rebooked us for the same time in 2021. Travel restrictions in 2021 again forced us to reschedule and the company rebooked us for April 2022. Unfortunately, Condominium Rentals ****** ceased to exist in 2021, and the rental contract was taken over by Vacasa. Vacasa sent us the final rental agreement on February 27 2022, 37 days before start of the rental. The Vacasa website lists two ways to cancel, by email or phone. I emailed them 4 times in the ensuing week, all emails went unanswered. The Vacasa website (and the final Vacasa rental contract) clearly stipulate that cancellations must be made at least 30 days before the start of the rental. My email requests for cancellation and/or rescheduling were made >30 days before the start of the rental. When we contacted Vacasa by phone, they told us that the original contract from Condominium Rentals ****** had a 45 day cancellation policy and they were following the original contract. Accordingly, they refused to refund our rental fee ($2,283.93 USD) or even consider rebooking us for a later date. The experience with their customer service folks was very disappointing, especially in comparison to the company from which we originally purchased the rental. It is clear that they "let the clock run out" by sending us the final rental agreement at 37 days. It is also dishonest (fraudulent) that they impose the 45 day cancellation policy when the final contract clearly stipulates a 30 day cancellation policy.

  

  Business response

  03/21/2022

  Thank you for writing us regarding your concerns! We see that since the writing of this complaint, our **************** team was able to fully assist and you have been issued a full refund, as well as offered a 15% future stay discount for the frustrations experienced when attempting to cancel your reservation. Thank you and we hope that you will choose Vacasa for your next trip!

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We rented a residence in ************* ** for a week over the Christmas holiday. We arrived Christmas eve to overfull garbage cans next to the carport (our assigned receptacles). Over the next few days, we were unable to fit any trash into the garbage cans and were forced to bag our trash and keep it inside. This is unacceptable. We called and the Property Manager said someone would be out to haul the garbage. (nope)We had nine adults. Three bathrooms in the residence and Vacasa supplied a single bar of hotel-size soap and a small hotel-style shampoo and conditioner for the two showers for our one week stay. The jetted tub in the top-floor bathroom didn't work. The drain in the first-floor shower was plugged when we arrived. One of the guests purchased drain cleaner to unplug it. (Completely unacceptable and oh, so gross). One of the kitchen chairs has an obvious broken leg and couldnt be used (Safety issue). Seating for nine was not adequate. (We used beach chairs that we brought). There is a coffee maker in the kitchen, but no stocked coffee or tea and seasonings were all but non-existent (Salt and pepper). When I called, the excuse for not supplying coffee was Because of Covid. (OK, then get a $150.00 Kuerig and coffee/tea pods for the kitchen)!For these accommodations at $5300 a week, we expected to be taken care of. We did not feel valued. The price-point vs accommodation is way ridiculous we could have saved money at a hotel down the street with free breakfast and guaranteed soap and coffee and still would have had money left over to buy ********** Tickets.I contacted Vacasa on Jan. 1. After endless phone calls I negotiated a partial reimbursement with Vacasa on Jan 11, 2022. I was told that the check would arrive in 4-6 weeks. It is March 9th, I have not received a reimbursement. Looks like Vacasa has a history of underservice. My reservation #*******

  

  Business response

  04/01/2022

  We are so sorry to hear that you were disappointed with your stay with Vacasa. We know it is disappointing to arrive to a home that is not quite ready for your stay and that the small maintenance issues can really take away from the enjoyment of the home. We do let guests know that we only provide a small starter supply of toiletries and paper products, and no perishable kitchen items such as coffee so we recommended guests bring their own, in our Guests Trip Manager, as soon as they book. 
  We see that our refund check was sent on 1/14/2022 and our Guest Experience team contacted our finance department on 3/9 to inform them that you reported not receiving the check and to issue a new check. To ensure that the check reaches you (if you have not yet received your newly cut check), please provide us again with the correct mailing address to ensure the one we have on file is the correct location to send this to. Thank you! 
  
  

  Customer response

  04/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business, I did receive a partial refund check. I hope that the next guest who pays ******* gets soap, coffee/tea and working plumbing and garbage pickup. Never ever again. Vacasa can do better, they just won't.
  *******************************

*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. ↩