ComplaintsforVacasa

• Initial Complaint

  08/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were told the cottage we were renting was 600 square feet. When we arrived we were directed to an upstairs cottage that was only 300 square feet at best.

  

  Business response

  08/31/2021

  We are so 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.
  
  

  Customer response

  09/01/2021

   
  Complaint: 15762389
  
  I am rejecting this response. The reservation number is ************************************************************

  

  Business response

  09/08/2021

  Thank you for providing your reservation details we see that our listing is accurate and this unit is certainly much larger than 600 square feet, as viewable here: https://www.vacasa.com/unit/52909.  We do not see that this guest contact us at any time during their stay to express any issues with their reservation. Thank you. 
  
  

  Customer response

  09/09/2021

   
  Complaint: 15762389
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  This is not the cottage we rented. There were no bedrooms in the 300 square foot room the rented. I measured the square footage so dont insult my intelligence by showing a cottage with two bedrooms. The room you are showing is in South ********. We stayed at your cottage in ******, *******. 

  

  Business response

  09/20/2021

  The provided reservation number was associated with the rental referred to in our previous response. Please double check your Vacasa confirmation code or reservation number and provide us with the accurate details so that we may investigate the correct reservation. Thank you. 
  
  

  Customer response

  09/28/2021

   
  Complaint: 15762389
  
  I am rejecting this response because:my reservation number is RES-*****. I can send a copy of the receipt if necessary. This is for the property we stayed at in ******, *******. 
  
  Sincerely,
  
  *************************

  

  Business response

  10/27/2021

  Thank you for your response. That reservation number is not associated with a Vacasa reservation - could you please provide a copy of your rental receipt or confirmation email so we can further investigate and locate the correct reservation?

• Initial Complaint

  08/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rental house at ** ******** ***** **. ,Kiawah through Vacasa , July 23-30,2021, House was in poor and unacceptable physical condition, and we had relied upon the Vacasa rep that all the past unfavorable comments about the house had been addressed by Vacasa management. The house had large rotten holes in the baseboard in the LR, broken chairs on front and rear porches and in DR , fridge did not work for 2 days that was replaced by a used smaller fridge with no ice maker inadequate for a party of 10, no bar soap in BR, loss of all refrigerated food , broken glasses in cupboard, beer cans littered yard.

  

  Business response

  09/07/2021

  Thank you for contacting us regarding your reservation and we are so sorry for the issues experienced during your stay. We see that you were able to work with our Customer Experience team and we have refunded your requested amount via check. Thank you. 
  
  

  Customer response

  09/08/2021

  
  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

  08/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  All information is included within the attached Word doc including correspondence with Vacasa and VRBO as well as pictures. This has been ongoing since 6/26/21. Booked a 2 week condo rental via VRBO.com 5/13/21. This listing was run via a 3rd party property management company VACASA. Upon arrival on 6/26/21 it was clear that this unit was not in move in condition as outlined in the correspondences attached. After multiple phone calls and emails with different employees of VACASA I was able to get the unit at least marginally cleaned and 4 days later was able to get the smoke detector installed and a blind hung up in the 2nd bedroom. I was told several times that VACASA would be reaching out to discuss and offer some refund but that hasn't occurred as of today.

  

  Business response

  09/07/2021

  Thank you for providing the requested information. We see that this guest was in contact with our customer service team and was refunded the cleaning fee as well as an additional $100.00 for the inconveniences they experienced at the start of their stay. The refund was issued on 6/29/2021 and should be within the guest’s possession. Thank you.

  Customer response

  09/09/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  This was insufficient remuneration for the issues outlined in the prior documents.  The refund given was solely for the initial re-cleaning which, as noted, was still far from acceptable.  The amount refunded merely covered the amount I was initially overcharged as also outlined in the document.  This unit was not move in ready before we arrived and still wasn't by the time we left 2 weeks later.  My expectation is I will be refunded the prorated amounts as outlined in the document.

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

  

  Business response

  11/29/2021

  Thanks for reaching out, and we apologize for the delay, it looks like the refund check has been processed. You should receive it within about 1 week, if it has not yet been received at your address. Thank you.

  Customer response

  12/06/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I will consider this issue closed but under no circumstance do I want this to reflect that I am in any way satisfied with how VACASA performs or that after 5 months of back and forth they still haven't owned the situation they created through their mismanagement.  Their refund still falls far short of what I was owed...and what I was owed did not take into account the work I did on vacation to make that place semi-clean and livable.  Under no circumstance will I be doing business with VACASA again and I have advised neighbors and co-workers against utilizing them either for their own vacations or for renting out their properties.

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

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

• Initial Complaint

  08/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have opted out of all mailings on DMAchoice.org. I have also opted out on Vacasa's website and requested via email to Vacasa multiple times since December 2020 that they remove me from their paper mailing lists. I have made the request via email and via the opt-out form on their website. As of today, I continue to receive paper mail from them.

  

  Business response

  09/07/2021

  We are so sorry that you are still receiving our communications after you have opted out! Could you please provide us with the addresses that you would like to remove from the mailing list so that we can ensure this does not continue happening? Thank you!

  Customer response

  09/08/2021

  
  Complaint: ********
  
  I am rejecting this response because the instruction from BBB states not to include personally identifiable information in the response but Vacasa is seeking my address in their request in order to stop mailing. What should I do?

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

  Customer response

  09/08/2021

  My address to be removed from mailing is:

   

  ** *** ***** 

  Silverthorne CO 80498

  

  Business response

  09/22/2021

  Thank you for providing us with that information! You have been opted out of all future mailings.

• Initial Complaint

  08/11/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Stayed at ********* cabin in Sevierville 8-6-21 thru 8-8-21. There were so many centipede and rats we had to leave early2 days. There were trash all around the outside. No smoke detectors and no tv. I understood no WiFi but it had 5 new TVs and had no satellite cable nothing. Bugs everywhere rats everywhere. I’ve tried contacting vacasa on several occasions and they will not get back with me. I’m asking for a two night refund. Please help.

  

  Business response

  09/15/2021

  We are so sorry to hear about your experience at our rental. This is certainly not the relaxing and enjoyable stay we strive to provide to our guests. We see that you were in contact with our Customer Experience team since the filing of this complaint and we have refunded you 20% of your total paid costs. Thank you.

  Customer response

  09/15/2021

  
  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

  08/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The family stayed at a Vacasa property in Cambria, CA. Checked in 7/16/21 and checked out 7/23/21, confirmation #********. Contacted the company to tell them the property was extremely dirty and several other issues of concern. I was instructed to send pictures which I did. I have had several calls with staff (always a different person) from the company regarding my complaint. I told them I wanted compensation since I paid a cleaning deposit and the place was not clean. They tell me I will be contacted by Vacasa however that never occurs. I wanted to call their headquarters office but cannot find a phone number for them in Portland, OR. I thought if spoke directly with customer service something could be done. I have copies of my emails to them if needed. Anything you could do to facilitate a resolution to this problem would be appreciated. Thank you. ****

  

  Business response

  08/27/2021

  Thank you for writing us regarding your experience with Vacasa and we are so sorry for the delay in getting back to you. Our local manager and our Customer Service team have reviewed the details of your complaint, as well as the pictures that were sent to us. We see that the unit was cleaned, but a few spots were overlooked, such as dusting and the worn out outside furniture. For this frustration, we would like to offer a refund of the cleaning fee ($125.00). Please contact Customer Experience to provide a mailing address so that we may remit your refund to you via check. Thank you.

  Customer response

  08/27/2021

  
  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.
  
  I would like to receive my cleaning deposit of $125.00 to resolve my complaint. The refund check can be sent to **** ******** ****, Sacramento, Ca 95822

  Thank you  

  
  Sincerely,
  
  **** ****

  

  Business response

  09/21/2021

  Thank you for contacting us regarding this! We are so sorry, we did not see that the address was enclosed in the complaint closure notification. We have alerted our finance department to issue the refund check right away. Thank you.

  Customer response

  09/22/2021

  
  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,
  
  **** ****

   

  9/22/21 - I agreed to the original resolution of my complaint.  The business agreed to refund my cleaning deposit but failed to send.  They indicated they would be sending the check now.  They indicated originally they did not see my address to send the check. Evidently they now see that information and will send the check.  Thank you Chris for helping me with this complaint. 

• Initial Complaint

  08/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We paid Vacassa over $1600 for rental home in *****************, ** 5 months upfront and 2 days before our vacation should start they called us to inform that our reservation was canceled. They offered a couple of other rental homes but it was far from water line and of poor quality and amenities. We asked for refund and they promised to give us a full refund. However we received only $839.74 the half of money we paid them 5 months ago. They ruined our vacation and robbed us on $800.Here is the confirmation # from Vacassa: SC6799W9

  

  Business response

  08/19/2021

  We are so sorry for the inconvenience and frustration of the last minute change and we are disappointed that we were unable to host you. The reservation was refunded in full, in two refunds of $839.74 on 8/6/2021, as the reservation was paid in two separate payments. We advice inquiring with your financial institution if you have not seen the second refund, as our system show it was released from our system. Thank you. 

• Initial Complaint

  08/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/29 I purchased 7 night stay at **** ***** ***. We arrived and I had to call for information to get in the garage and room. The condo was completely disgusting we got up Monday 8/2 and cockroaches everywhere in the bathrooms and kitchen. We had no blankets on the beds, shower curtain covered in mold, fixtures falling off the walls and stained towels. We did not report but since what could have been done? Spray and we would have still have cockroaches. We could not cook in the kitchen due to the filth and bugs. We then had to spend additional funds eating out of ordering take out and eating on the balcony. The beds provided were horrific, this is the worst place I have ever stayed and for $2300 for 7 nights I should not have to stay somewhere so disgusting.

  

  Business response

  08/31/2021

  Thank you for providing the requested information. We are disappointed that your stay was not comfortable and we wish that we would have been informed during your stay of your dissatisfaction so that we could work to rectify the situation, with treatment of the issue or by relocating your group to an alternate location. We would like to offer a refund of the remainder of the fees on this reservation ($261.52) to bring your total refunded amount to $431.02. Please confirm that you would like this refund issued to the card on file and we will issue that refund straight away. Thank you.

  Customer response

  09/01/2021

  
  Complaint: ********
  
  I am rejecting this response because:As much as I appreciate the offer of $461 being refunded, I’m not sure how you can rectify bugs! Once they are there they are there.  Just because someone sprays something doesn’t mean they are gone. It is not right for someone to pay $1900, that is with the refund for roaches.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We recently made reservations at the splash resort in *****************. Yesterday ******* had their highest record for covid. We have a 2 year old grandson who recently came off of seizure medication and this would be his first vacation. Due to covid we tried to cancel and get a refund because of the daily surge. We really want to go but feel this isn't safe to go. We feel like we have been ripped off.

  

  Business response

  08/17/2021

  Thank you for writing us regarding your concerns. Please provide us with your reservation number or confirmation code so that we may investigate this further. Thank you.

  Customer response

  08/24/2021

   
  Complaint: 15739025
  
  You ask for my reservation number ******. I feel like we should get a full refund. The covid cases was at their highest level and we did not feel safe to continue with our vacation plans. This is our money that we saved for vacation and now you are keeping it for free. This doesn't seem fair.
  Sincerely,*************************

  

  Business response

  09/15/2021

  The provided reservation number does not match the formatting of Vacasas reservation numbers or codes. Please provide your Vacasa reservation confirmation code, which is found in your confirmation email, so we may further investigate this. Thank you. 
  
  

  Customer response

  09/15/2021

  The reservation number is ****** Sincerely,
  
  *************************

  

  Business response

  10/27/2021

  Thank you for your response. As noted, That number dose not match a Vacasa reservation and we are unable to assist. This number may be associated with a different rental company.

• Initial Complaint

  08/05/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After walking in to our room we immediately walked out in disgust to notify the front office Chelsea as soon as we arrived around 4 pm on 8/2 that we have been misled when booking thinking it was a condo and not just a motel room at the ****** ***. The condition of the property and the furniture and linens was very old and worn. There was even holes in the bed linen skirt which we took photos of. We honestly didn’t feel safe after inspecting the conditions of the room and especially with COVID and bed bugs. The photos we saw online vs reality was very off. We agree the photographer did an amazing job with the images and lighting. We expressed to be switched to another room but that request was declined. We then asked for a full refund and we will find other accommodations and was also declined. We felt it was false advertisement and due to sanitary concerns and with COVID and bed bug cases we were scared to stay.

  

  Business response

  09/02/2021

  Thank you for writing us regarding your concerns. We are so sorry to hear that you were disappointed with your accommodations, but we see that the listing is accurate and the depictions of the room are clear. We do not believe any refund is warranted in this case. Thank you. 
  
  

  Customer response

  09/04/2021

  
  Complaint: ********
  
  I am rejecting this response because:

  We rejected the room upon arrival and did not stay at all due to the concerns and misleading booking mentioned in our complaint. The room was old and disgusting which in the photos was night and day difference, and not to mention there was holes in the sheets. We were immediately turned off by it. We let the management know of our concerns immediately and asked for either a different room or cancel our stay. They wouldn't accommodate us in another room on the property so we let them know we will not be staying. We had to find other accommodations elsewhere which resulted in a even higher cost since it was so last minute. If this cannot be resolved then we can settle this in court.  

  
  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. ↩