ComplaintsforVacasa

• Initial Complaint

  04/21/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This company has been horrible to deal with. I booked a reservation through an affiliate site (VRBO). I realized I needed to extend my stay by one night. The same day I reached out to Vacasa through VRBO to see if I could add one night. They wrote back immediately saying that they would extend the stay. Fast forward three months and I found out that they never properly entered into their system. Now that night has been reserved by another person. It would make sense that I would be first in line on the reservation but Vacasa is giving priority to the second person. They made no attempt to try to fix the issue.

  

  Business response

  04/25/2022

  Hello ******.

  We would like to sincerely apologize for the miscommunication regarding the extension of your reservation. After further investigation, it appears that we responded back to your initial email request quoting you the additional fee for the night. We then asked for you to reply back verifying that you would like to add the night and have your card charged. We are not permitted to charge our guests credit cards without written confirmation approving the charge. We then received an email back from you four months later. At this point, the dates were already booked by another guest. We would have been happy to accommodate you for an extended stay if we had received communication back from you via email or a phone call. We have since offered to move you to an alternative property but this offer was denied. No compensation will be approved for this incident.

  Thank you for understanding.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I asked vacasa (pob-PO Box ****** **************************** NOT to call me, text me or mail me anything and they keep calling and texting.Apparently, this shows the integrity of the company, the unethical business practices and the blatant disregard for people. PLUS, after asking them to cease and desist all calls, letters and texts this is now a violation of ** statues business laws and thus Vacasa MUST be held accountable for their criminal actions. I feel a full investigation must be conducted on this company and their unethical and illegal business practices and to see how many others ask to be NOT contacted but the company refuses to follow US laws and statutes.

  

  Business response

  04/25/2022

  Hello ****!

  We are so sorry youve been bombarded with calls, text, and mail from us. I have added your information to our do not mail list. You may also unsubscribe from our emails by clicking unsubscribe at the very bottom of the email. You should no longer receive any correspondence from Vacasa.

  Thank you.

• Initial Complaint

  04/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a vacation at a Vacasa property in Panama City Beach FL for April 10-14. The listing stated there was a second bedroom at the property which included bunk beds, and there were multiple pictures of the property that showed there were bunk beds. This is the only reason we booked this property, as we needed two beds for our two children. Upon arrival, we discovered there were no bunk beds, only 1 small double bed in the second guest room. I immediately expressed my displeasure to Vacasa on 4/10, and was assured they would resolve the situation. I did not have any follow up from Vacasa for the remainder of my trip, and I began reaching out to them again beginning on 4/14, no response, again on 4/16 when they finally responded and advised they were still looking into it. I asked to speak to a manager on 4/18, and have had no response. As of right now the listing is still up advertising bunk beds, and this is false. This property does not contain the beds they are stating it does. I am seeking a refund for my trip as I booked a property with sufficient beds for my family, and was never made aware of any changes.

  

  Business response

  04/25/2022

   Hello ******.

  We sincerely apologize for the mix-up with the beds. This has since been resolved. We completely understand how frustrating this must have been for you and your family. After further investigation, it appears that our local manager had offered to move you to an alternative property as soon as you had reported this issue. This offer was denied. We have approved of a refund of $157.54 for the inconvenience. No further compensation will be approved.

  Please let us know if you would like to proceed with this offer. Thank you.

  Customer response

  04/25/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The above response is incorrect, and I have included screenshots of the conversation. The offer was that they could “possibly” see if we could move units, but assured me they would be following up the very next day with when the bunk beds would arrive and also compensate us for the trouble. We never heard anything else. I had to follow up multiple times after check out for a resolution. I am again requesting full compensation as there was false advertisement, which is illegal, and no follow up from Vacasa as promised to try to resolve during our stay. I had prepaid for the entire stay so our only option was to stay in a unit we did not book. 

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

• Initial Complaint

  04/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of Transaction was March 26, 2022 / Payed $494.11 for April 13th-14th / They said it was cleaned and we could arrive by 4:00pm on April 13th,2022 / The nature of this complaint is there was live bugs crawling on both beds that we noticed and I took pictures of the bugs and sent the pictures to them. They said they would get back with me and never did. / The Business has not tried to resolve this problem. / Reference #*******F62XJDFKL5. / This was located at **********************, Key West, *******. / conformation # was **********. I ask about getting my money back but have not heard nothing from them.

  

  Business response

  04/25/2022

  Thank you for reaching out to us about this, *****. We are so sorry to hear that there were bugs on the bed. I was able to locate your reservation and see that this issue was reported during your stay. It is notated that our local staff was able to assist and that they did not approve of a refund. I have reached out to them again asking to see if we can make an exception and refund a bit for for the inconvenience. As soon as we hear back from the general manager we will contact you. Thank you for your patience.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a short term rental property Vacasa was managing. I gave them notice I was selling my house and gave a notice of termination of the contract which requires a 90 day notice. My house has been sold so I no longer own the house. I told Vacasa that I no longer own the house and would like the money in my account to be refunded to me ($907.00) which they refuse to do and give no reason why. They continue to ignore all my requests. I would simply like them to give me my money back instead of holding onto my funds.

  

  Business response

  04/25/2022

  Hello ****.

  We sincerely apologize for any delays youve been experiencing with receiving your final payment. I can confirm that the payment of $907 was sent on 4/18. There are currently no funds being held on our end.

  Please let us know if you have any questions.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I booked a rental through Vacasa at ************** in ******* for 4/1/22-4/4/22. We paid $981.37 for 3 nights at this rental. We sat in hours of traffic to get to ******* from Atlanta due to it being spring break for half the state. We arrived late a little after 1am. After over 10 hours in the car, we just wanted to get some rest. Upon trying to enter the condo, the keypad would not allow access. I called the 24hr number for Vacasa only to be given the run around from the first agent. I did not catch her name. After 1-2 hours, I spoke with **** who tried to come up with a solution. I explained the keypad had no power, so **** dispatched a locksmith. The locksmith did not arrive until almost 8am. My family slept in the car until they arrived while I was up on the phone with **** and the locksmith all night. After the locksmith arrived, Vacasa stopped answering the phone and the locksmith stuck us with the $380 **** to access the condo! The batteries were dead in the keypad so the locksmith had to break into the lock box. I better not receive a charge for this lockbox either. I have emailed 3 times and have called countless times and cannot get a live person, a call back NOR an email back. I expect Vacasa to reimburse me for the first nights stay as well as the locksmith **** for which my husband can provide the receipt. I also expect Vacasa to offer some way to make this right for the stress and frustration they have caused. The fact it has been 2 weeks and I have received NO communication is unacceptable. Not to mention we had a dirty condo with 2 beds not having comforters, bulbs out everywhere, sticky carpet and dirty dishes.

  

  Business response

  04/25/2022

  Hi *********.

  We would like to sincerely apologize for the lock-out incident that occurred during your time with us. We completely understand how stressful and frustrating this must have been for you and your family. You have been refunded ****** for the inconvenience.

  Thank you.

  Customer response

  04/25/2022

   
  Complaint: 17046027
  
  I am rejecting this response because: I emailed the manager back because it seems there was some miscommunication. Upon speaking with her, it was my understanding they were refunding half of the reservation, not half of the first nights stay. I do not agree to HALF of the first nights stay seeing as we did not have access to the condo for the first night AND all the added stress this brought upon my family and I with children crying and missing out on their first day of theme parks due to no sleep. I would like the difference in what was refunded and what the cost of the full first nights stay should have been. I tried emailing and calling regarding the amount but again did not get a response. All the hours spent trying to resolve the matter that night and next morning with phone calls as well as all the wasted time spent trying to bring resolutionafter the trip could at least be compensated with the difference owed.
  
  Sincerely,
  
  ***********************************

  

  Business response

  05/01/2022

  Hello *********.

  Thank you for that additional information. I have sent in a request for this refund with the General Manager of **************. We will need to verify that this was indeed offered by the manager at the time before proceeding with the refund.

  Thank you for your patience.

• Initial Complaint

  04/14/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Please see the email sent to Vacasa. Every time we contact them they say the stuffed toy has been despatched overnight but it never arrives. We ask for shipping details but they do not send them.We are due to fly home on Saturday to ****** and its still not resolved.Dear Sirs Re: Confirmation Code B4ZY5XSD I write to complain about the poor response from your customer service department.We stayed in a rental in The Summit (276C) in Mammoth from 1st April to 6th April 2022.We left a cuddly dog in the condo and subsequently paid $25 for your company to search and find the item, which you did. After several phone calls you were going to ship the item to our hotel in *********, **********. We are still waiting. Your company does not call back, weve given you our correct number as you have a incorrect one on your system, but you still ring the wrong one!I dont really believe that youll ship the item as theres no sense of reassurance from your customer service department. I dont think were unique in leaving items so I do not understand why this is such a stressful end to our holiday.Kind regards *** and ********************************* Mobile: ***************** Mobile: ***************** Email: ************************ Sent from my iPhone

  

  Business response

  04/25/2022

  Hello *******.

  We are so sorry to hear that youve been having issues with retrieving the package we mailed to you of your lost item. We can confirm that the item was shipped out on 4/15/22. Here is your tracking number: **********************. Upon further investigation, it appears that the package arrived at the front desk on April 16th. It was delivered to ******************************************************************, 92106.

  Thank you for your patience. 

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reserved a rental property in the Outer Banks through AirBnB that is managed by Vacasa on or about March 1, 2022. After making the reservation I was contacted by the host twice-- first he said he was happy to have us stay there and looked forward to our visit. And again when he provided follow up information and property details for our trip. The reservation was made for Thursday through Sunday in early May 2022. The total cost was $2,395.49. In reliance upon this rental, I booked a party venue (not the rental site) and invited guests to stay with us at the rental property (allowed under the guest rules). I made $850 worth of other purchases for use during the trip that were specific to this location where we intended to stay. Today, on April 14, 2022 at about 10:30am EST, I received a notification telling me that Vacasa could no longer honor the reservation because "the owner does not allow partial stays". In exchange, they offered four properties that were all lacking fundamental details of the original booking. (Pool, Hot Tub, On the Beach, Ocean Views, Modern Decor, Renovated Kitchen). I called the company and they told me that I could rent any other property so long as it was a maximum of 25% above what I paid (S2,994.36). Given that it's now only a month from the date of travel-- there are very few properties left. Even fewer that match the requirements originally rented. I was able to find one that was about $100 more than the stated budget ($3,100.) But Vacasa would NOT rent it to me. They said if I wanted this rental I would have to pay $1,486.35 more (on top of my original payment). They told me this was due to fees they applied to changing properties. The period between acknowledging and accepting my rental and declining it was unduly long. I believe that they found another renter who wanted it at the same time but for more days, and declined my reservation at that time. This is a blatant legal violation. They told me they do this all the time.

  

  Business response

  04/25/2022

  Hello, ****.

  We are so sorry to hear about the cancellation of your recent stay in Outer banks. Unfortunately, your reservation had to be canceled because the owner does not allow partial stays. There is a minimum night stay requirement of at least 7 days. We are so sorry that this was not clearly advertised on our 3rd party site, Airbnb. We did offer to move you to an alternative property that had all the amenities you were looking for. The only significant difference was this home was across the street from the beach, not on the beach. You rejected this offer so we agreed to refund you in full so you could book elsewhere. Please note, that this is our standard process for last-minute cancellations as such. We were not going to offer anything beyond our standard coverage since we had plenty of comparable options for you to choose from.

  No additional compensation will be approved. You were refunded entirely back onto your credit card on 4/14/2022.

  Thank you for your time.

  Customer response

  04/25/2022

  
  Complaint: ********
  
  I am rejecting this response because: The company is not acknowledging several important factors here and has made misleading comments:

  1. The properties offered that they claim were substantially the same but across the street from the beach had several missing components that were critical and thus rendered them NOT substantially the same by the definition of the term. This includes but is not limited to: Missing pool or hot tub; outdated decor, across the street from the beach (sure) but across the street is over a mile walk rather than a 2 min walk. Simply saying something is substantially similar does not make it so. 

  2. Sure AirBnB is a "Third Party Site". However, the listing in question was STILL made by and controlled by the company who is off****g the product. It was THEIR oversight or failure to list the property as limited, not AirBnB's that chose to list the property as available for the selected time. The response here makes it sound as though AirBnB independently decided to list another company's property on their site and in doing so made an error. NOT the case. 

  3. If the real reason the company decided to terminate the rental was that they have a rule/preference for longer stays; why not communicate this up front when I first rented the property. Rather, the company communicated with me TWICE before such a cancelation. In fact, they told me that they were looking forward to my stay. So, why communicate "excitement" if in fact the reservation was made against their internal policy? Why keep a customer hanging on with the expectation of the product being delivered as described when they "knew" all along that they would not ultimately deliver the product?  THIS is primarily why it appears that the company has INTENTIONALLY offered the product for any time range and then only cancels at the time when another reservation (for a longer period) is made. This is an illegal practice. The company should be held accountable. 

  4. The company claims that the property offered was for a similar value. None were. All offered alternatives were for a substantially LOWER PRICE and the company was not willing to refund the difference. When asked what the budget was for the re-book, the company orally told me that it was the amount I paid plus 25%. However, when I found a property in this price range I was told that I was prohibited from selecting that property. In fact, they wanted me to pay MORE than the difference between what I had already paid and the cost of the new rental. I found this absolutely absurd, appalling, and fundamentally wrong.

  5. I found a property that was more expensive and I was willing to pay the difference between the price of the new property and what I had already paid. The company said I COULD make this swap. HOWEVER, they told me I would have to pay an additional $750 to make the swap. 

  6. In AirBNB when a customer makes a cancelation, they get negative feedback that goes to future potential renters when deciding to rent to that person. HERE, the company refused to cancel the booking through AirBnB, insisting that I made the cancelation myself. Likewise, when companies who post properties make cancelations, they get the same negative feedback in the website that future renters can see. This is a dishonest and bad policy that takes advantage of the consumer.

  7. AirBnB has a policy that requires companies / landlords to communicate with their customers/ tenants THROUGH the AirBnB website. However, this company communicated with me OUTSIDE of the AirBNB platform. I believe this was done to shirk responsibility for the cancelation and to try to put it on me, the consumer, even though this was entirely their fault/decision and not at all mine.

   

  For the above reasons, I believe this company is acting in bad faith and taking advantage of consumers. I understand that Covid-19 has been hard on the travel industry. As it has been hard on all of us. We are excited and eager to be traveling again. However, this kind of commercial behavior cannot be tolerated.  My family and friend  could have had many alternative choices available to rent had we known about this policy up front. Or, given that the world is full of people who make mistakes, even if we were notified at the time of first communication when the company claimed they looked forward to seeing us and were excited for our trip. If we were told then that we could not stay at the property because we did not book enough days, THEN we would have probably extended our stay OR picked a one of the many other properties on the market at that time. Having been delayed, the vacation town we are attempting to visit is not much, much, much more booked up. We will have to rent a place that is not as nice and more expensive. Also, we are not able to get the days we want. So, we will be late for the event that we are in town to participate in. All of this because this company is acting illegally, in bad faith to maximize their return on this property. Shame on them! They should not be allowed to continue this illegal, bad practice.

  Thank you for understanding and helping this company to improve their practices for the future so that consumers like me are not mislead and subsequently have their travel plans ruined like me and my family/guests.

   

  Kindly,

  **** ******* 

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

• Initial Complaint

  04/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Vacasa falsely advertised a rental on VRBO. The ad stated, among other things, that pool heat was available. We have requested it and are willing to pay the additional fee for the pool heat, however they have failed to provide it. In addition the ad stated, among other things, that it was a “Grand, Gorgeous, home! Lavish design with private pool/spa and golf course view! We arrived to find the pool full of dirt and the furniture to be either broken, very dirty, or otherwise blurry old and tattered.

  

  Business response

  04/23/2022

  Thank you for writing us regarding your concerns. We are sorry to hear of the state of the pool upon your arrival and appreciate you bringing this to our attention. Upon further investigation it does appear that your pool heating charge has been refunded and the pool cleaners were dispatched to revisit the home to address any oversights. In addition, the local staff have been notified to inspect and address the furniture as necessary. Thank you!

  Customer response

  04/26/2022

  
  Complaint: ********
  
  I am rejecting this response because: The property continues to be falsely advertised.  
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked and paid for a condo on *************, ** for $1,679 for April,2020. When the pandemic hit, acess to the island shut down and was for residents only. During that time, no one was sure what was going on. I called Vascasa to see what thier policy was. Orginally, Vacasa said I had to rent by April 2021. I complained because the pandemic was still raging. They told me they extend it April 2022. The ******19 variants are still an issue. SC ********** of ****** and Enviroment reported over ***** cases and 5 deaths between April 3-9, 2022 according to the ********** Post and Courier. We had grandparents that were hoping to come. They're concerned. Not too long ago, I got an email that the credit was expiring April 13, 2022. No previous emails concerning the expiration. It is very difficult to get three working families, and the grandparents to get their schedules to correspond in the time we were given. There were no extentions or reimbursement offered. Either you occupy by April 13 or you lose everything. So, in essence, ****** just got $1,600, I got nothing in return.

  

  Business response

  04/25/2022

  Hello *****!

  Thank you for reaching out to us. We are so sorry to hear about the issues youve been dealing with in regards to your Future Stay Credit. Id love to look into this further for you so we can hopefully find a resolution you're happy with. Can you please provide me with your original confirmation number?

  Thank you.

*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. ↩