ComplaintsforVacasa

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  on Friday, March 11, 2022, my family and I arrived at our cabin in ************** at about 11pm. Before we all got out of the car, my husband went to make sure he could get in. As he approached the cabin door, he heard someone inside say "there's someone outside". so a man opened the door, in shock that someone was trying to get in his cabin. We got a hold of management and long story short, they said our cabin was somehow double booked. They were going to get us another unit for the night and figure out the issues and resolve in the morning. So the manager gave my husband the code to another unit and my husband kept the manager on the phone to make sure he could get in said unit without difficulty. My husband unlocked the door and walked in to the cabin (at midnight!) and someone inside yelled "HEY!!" so my husband ran out and obviously told the manager that someone was in there also! Long story short, we ended up having to get a hotel for that night. and Management set us up with another cabin for the rest of our stay. I rent cabins for the view! and the cabin I rented was double booked. The cabin I was given was without a view that I paid for! And even worse, my husband walked in on two families in the middle of the night. That is horribly dangerous for all parties involved. After speaking to many people of this company many times and expecting a full and complete refund, They only refunded me one night charge of the cabin and the charge for the hotel room that we had to stay in that night. I'm highly disappointed that after such troubles, lack of safety, run around, and not getting the view that I wanted and paid for, this was all we received as reimbursement. I want a full refund for the entire price of the stay - which I already received refund for the price of one night of hotel. and $170.00 for one night of cabin. My total **** for the cabin was $977.30 - therefore I would like the rest of $807.30. Thank you.

  

  Business response

  04/20/2022

  Hello Boguslava.

  We are so sorry to hear that both these incidents occurred during your vacation with us. Wed like to look into this further for you to see what we can do in terms of compensation. I was unable to locate your reservation with the information provided. Can you please provide us with your confirmation number?

  Thank you. We look forward to hearing from you soon.

  Customer response

  04/20/2022

  Hi. Yes, the confirmation code is HM5JH4NFAD

  The name may be under Boguslava *****, as my last name was never changed on the AirBNB app after I got married. 

  Thank you and I hope this can go more smoothly than our previous experiences.

  Bogie.

  

  Business response

  05/19/2022

  Hello Boguslava, thank you for bringing this to our attention. We apologize for the inconvenience and delay in getting this resolved. We have issued a full refund plus the cost of your hotel fees per your request. We hope we have the opportunity to host you for an exceptional stay in the future.

  Customer response

  05/20/2022

   
  Complaint: 17013414
  
  Thank you very much for your response and resolution to this. I will wait for the full refund to be deposited to close out the case. Thanks again.
  
  Sincerely,
  
  Boguslava *********

• Initial Complaint

  04/11/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I booked a rental reservation with Vacasa from June 2nd - June 4th. I messaged them a dozen times asking to extend one day, no response. I requested a cancellation on March 20th, no response. I've emailed them a number of times and called and have had no response. No credit back to my card. It clearly states additionally that I can receive 100% refund if I cancel before May 30th.

  

  Business response

  04/20/2022

  Hello ****.

  Thank you for reaching out to us. I would like to sincerely apologize for the communication issues youve had when attempting to get ahold of us in regards to cancelling your reservation. I understand how frustrating this must have been for you. I was able to locate your reservation for June 2nd to June 4th at ****************. It appears it has been cancelled and youve been refunded in full. The refund of $420.12 was processed back onto your **** on 4/13/2022.

  Thank you for bringing this to our attention.

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to BOOKING.COM to book a reservation at the ****************** in *******, ******. Vacasa came up and I was made to book through them. Im not familiar with them and have not seen them before but I went ahead and booked a room for March 28 - 31, 2022. When we arrived at the resort, it turned out that the room is on the third floor and theres no elevator. Im disabled. So I called Vacasa and informed them of my dilemma. They offered another room in exchange which is at ground level but I would have to pay more. We paid $460.33 already. I was able to check with the Embarcadero and they have a room (similar to the one on the 3rd floor )for $354.00 and its on the ground floor. So we declined the one offered by Vacasa and took the one from the Embarcadero. When I contacted Vacasas customer service asking for a refund, they refused to give me a refund because they claimed that the information that the room is on the 3rd floor without an elevator is posted on their website. I didnt see that info so I asked them to show that to me. They werent able to substantiate that claim because it wasnt there. What I saw was that the reservation is non-refundable if you canceled and once booked you cant change the date. I did neither. Since they failed to let me know a vital piece of information, I should be entitled to a full refund. They refused and offered to refund me $150.00 only. If I was at fault, it would be fair not to give me a full refund. But its their mistake. I should be given a full refund. Thank you for your assistance in this matter.

  

  Business response

  04/18/2022

  Hello Melody.

  We would like to sincerely apologize for the inconvenience caused by the lack of information regarding the accessibility of The Embarcadero Condos. It is our goal to ensure that all of our properties are accurately advertised so we can promise our guests an amazing experience. We are so sorry that we fell short. I have reached out to the General Manager of Embarcadero Condos to inform them of your experience. I have also requested a full refund on behalf of this inconvenience. Thank you for your patience. Well be sure to touch base with you as soon as we hear back.

  Please feel free to reach out to us if you have any additional questions or concerns.

  Customer response

  04/19/2022

   
  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,
  
  *************************

  Customer response

  06/02/2022

  Hello,

  I would like to request this case to be reopened as Im not satisfied with the resolution that was given to me. 

  Vacasa first claimed their website clearly indicated that theres an elevator. After a careful review, ***********************, a supervisor, had to admit that that information is not there, and they will resolve the neglect of this information so it doesnt happen again. 

  However, I was given a maximum refund of $150 only when my full payment was $460.23. I volunteered to accept $400.00 and they can keep $60 for processing, a gesture of goodwill. I sure would like to hear a reasonable explanation as to why I dont deserve a full refund. Im disabled. I have a disability tag for my car. Its not simply an inconvenience. Ive been denied access due to my disability and thats discrimination. Refusing to give me a full refund is theft. 

   

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

  

  Business response

  06/06/2022

  Hello Melody. Thank you for getting back to us. We are happy to report that we have approved of a full refund. We will need to issue you a refund check as your reservation has already been processed in our system and we can no longer refund back onto your credit card. Can you please provide us with your mailing address? As soon as we hear back from you we can get that check request processed. Thank you for your patience!

  Customer response

  06/13/2022

   
  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. My address is *********************************************************************************** 97266
  
  Sincerely,
  
  Melody SpikerM

  

  Business response

  06/14/2022

  Thank you again for sharing these details with us. As we received your mailing address we have started the process for your refund. It will arrive via check, please know that this process can take 30 days for printing processing and mailing. Thank you for your continued patience.

  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. My address is ******************************************************************************************* 97266
  
  Sincerely,
  
  *************************

  Customer response

  07/21/2022

  I would like to reopen this case until Vacasa sends me the full refund they said they will do. 
  
  Thank you,
  Melody Spiker 
  

  
  

  

  Business response

  07/23/2022

  Thank you for taking the time to provide us with these details. Our records indicate that a full refund was approved. As we no longer have your credit card on file the refund will be provided via check. Please note this process takes a bit of time and your check should arrive in 4-6 weeks. We apologize for the delay. Please let us know if after 6 weeks your check has not arrived.

  Customer response

  07/28/2022

   
  Complaint: 17010005
  
  I am rejecting this response because: I expect to have received the refund way before now. Has it even been placed in the mail yet? I would appreciate a tracking number if there is one. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  rented a place in utah thru vrbo/ vacasa. the place was dirty half the lights didn’t work. appliances were no good. hot tub water stank to high ****. they were impossible to get a hold of .the only way they answer if emergency problem . waismany hours on phone and they offered me $300 refund on &6500 total price. vrbo doesn’t help can never get thru to vacasa or owner. they put in false reviews on place . there was review the week before that says everything perfect!

  

  Business response

  04/18/2022

  Hello *****.

  We are so sorry to hear about the issues you encountered during your stay with us at *** **** #****. We completely understand how this had a negative impact on your vacation. After further investigation it appears that our local team was present throughout your stay in assisting you address all these concerns. Along with that, it is documented that you had denied our maintenance technician to access the home on 3/14. They had come to the property to assist you with the lights and appliances. We have already refunded you $340, however, we are willing to offer you an additional refund of $660. This would total out to a $1,000 refund. No additional compensation will be approved.

  If you would like to proceed with this offer please confirm the address you would like your refund check to be sent to.

  Thank you.

  Customer response

  04/19/2022

  
  Complaint: ********
  
  I am rejecting this response because:not enough money
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  04/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing concerning trip confirmation #W4F4-EWPS. I am trying to cancel this trip due to a family emergency and I simply cannot get in touch with this company. Per their policy, you must cancel within 30 days of your trip to get a refund, and I currently meet that criteria, however I am afraid that if I cannot soon get in touch with them, I will be outside of that time and they will take my deposit anyway. How does one reach this company? I have waited hours on the phone, with no one answering. I texted them, as their message suggested I do....with no answer. I tried going through the "Cancel My Trip" feature on their website trip management system, which did not work. I am simply trying to resolve this issue....I'm really not sure why it is so hard to do so.

  

  Business response

  04/17/2022

  Hello ******.

  We are so sorry to hear that you had such a difficult time getting a hold of us to cancel your reservation. It appears that you called in on 4/8/22 and an agent assisted you with canceling your reservation. You were refunded $208.81 back onto the Master Card on file.

  Please let us know if you have any additional questions or concerns. Thank you.

  Customer response

  04/17/2022

   
  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

  04/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  We rented a unit from Vacasa at the ***************** in ***********, ** from April 3, 2022 to April 7, 2022. Our confirmation number was *********. The rental cost us approximately $1003.00 dollars. When we arrived at our unit we quickly realized the unit had not been cleaned prior to our arrival and more than likely had not been cleaned in several weeks. The floor was so dirty that the bottoms of our feet were black after walking around the unit during the first hour of being inside. As a result we had to wear shoes inside the unit during the entire stay. We had to re-wash all of the dishes and utensils which had been placed inside of the dirty cabinets and had not been cleaned. Both toilets were filthy and had remnants of waste both insides and at the base of the toilet outside. We took approximately 15 pictures and sent them to Vacasa to show them how filthy the unit was and the only response we got was a text message saying they would look into it. No one from Vasaca or the resident employees on site contacted us or offered to assist us in anyway. My wife who is seven months pregnant spent several hours cleaning the unit just so we could function and make the best of the situation since it was clear that no one from Vacasa was going to assist us. After multiple attempts to contact Vacasa we finally received an apology via text. The fact that this ruined our stay and they couldnt even bother to call us or offer any solutions is absurd. Finally, after we sent additional photos of the unit to the number that had been texting us showing how filthy the unit was, and demanded that Atleast the cleaning fee be refunded since we had to spend part of our vacation cleaning the unit, they responded again with a text and agreed to refund the cleaning fee (Still keeping almost $900 of our money). We deserve to have a full refund or at the very least a partial refund for all of these issues. I can provide over twenty pictures if requested to show how filthy the unit was.

  

  Business response

  04/17/2022

  Hello *******.

  Thank you for reaching out to us about your experience. We are so sorry to hear that the home was not cleaned to our standards upon your arrival on April 3rd. I have contacted the General Manager for Royal Palms to gain further insight on this incident and request for additional compensation for you. As soon as we hear back from them we will be sure to reach out to you with an update.

  Thank you for your patience.

  Customer response

  04/27/2022

  I received an email tonight saying my complaint had been closed because BBB had not received any response from me regarding a resolution. However, I just received an email about this complaint from Vacasa seven days ago saying they were looking into it. They have not provided any satisfactory resolution to our issue. I had no idea I was supposed to respond to BBB and I don’t understand why the complaint was closed when no resolution has been made. Please reopen my complaint and assist me in obtaining a satisfactory resolution. Thank you.

  

  Business response

  05/02/2022

  Hi *******. Thank you for your patience as we investigated this issue further for you. To clarify, we had offered to send out a housekeeper to you to help rectify the cleanliness concerns you reported on check-in. We received a reply from you informing us that you would not like our housekeeper to return to the home. We then proceeded to refund you the cleaning fee as a good faith gesture. Since you did not permit our local staff to assist with the issue at hand, no further compensation was issued. As a final offer, we are willing to refund you the first night of rent. You have been refunded an additional $154.00. No additional refund will be approved. Thank you.

  Customer response

  05/03/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business and considering that this is all they are willing to do, we will reluctantly accept their resolution. Can you advise when they propose to provide the refund they discussed? Please forward the below comments to the business in response to the allegations they made in their most recent email. My wife repeatedly sought assistance on this matter on day one and we were not contacted until several hours later with an offer for them to clean the unit. At that point we were staying in the unit for the remainder of the evening, so where did they expect us to go while they cleaned the unit? Secondly, the only reason they refunded the cleaning fee was after we requested to speak with a someone higher up and we provided approximately twenty or more pictures showing how filthy the unit was. Places like Vacasa take advantage of customers in situations like this and then demand that the customer accept their minimal offer (in this case $150 dollars for a $1000 trip) to make things right. Nevermind all the time we wasted cleaning the unit ourselves so our daughter could play inside a clean unit on our vacation. This situation and the time we wasted trying to communicate the issue to Vacasa and seek assistance hindered our family from having a good vacation. Please have them advise when they plan to provide the $154 refund. Thank you. 
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  04/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Falsely advertised working washer and dryer at rental property. Major water leak at property with no resolution during my stay. Lied to by management about appliance repair and proper compensation post stay. Exposed gas lines left out for days while kids present. Faulty motion sensors in garage as the garage door shut right on top of my rental car, if it would of been a child it would of caused major injury. No follow up on concerns for over 9 days. I have an email trial and pictures to prove everything.

  

  Business response

  04/17/2022

  Hello ******.
  

  Thank you for reaching out to us. We are so sorry to hear you had issues with the washer/dryer, water leak, and faulty garage door sensor. Upon further investigation, it appears that our local team did everything in their control to fix the washer and dryer for you in a timely manner. Unfortunately, the appliance needed certain parts ordered to fix the issue at hand. This is why the washer and dryer could not be fully repaired during your time with us. We would like to sincerely apologize for the garage door incident. As soon as this was reported to us, our team did everything in their power to address the garage door immediately. The garage door medics were called and a repair was scheduled. Due to the issues you encountered during your stay you were given a refund of $412. We have contacted Airbnb and requested for them to approve of an additional refund of $450 for all the inconveniences you had to deal with during your stay.
  

  Again, we are so sorry that all this happened. We hope to have the opportunity to host you for a more enjoyable experience sometime in the future.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made a reservation through Vacasa for a beach property in ************** ******. Imagine my surprise when I received my receipt and learned there was an 80% charge in fees and taxes. 80%!! The county only charges 6%, so that calculation was incorrect. The pet fee was only $140 so that is only 10%. The cleaning fee is expected, but a whopping $689 in "fees" were unexplained and simply tacked on to my reservation. I don't know if they are doing this or not, but it is illegal to charge a "tax" higher than the county allows and then not pass that tax on to the actual government organization charging the tax, and according to the Tillamook County website, the transient tax rate for lodging in an "unincorporated area" is 10%, but my rent for the property for the week was only $1,099.00, so why did Vacasa charge "taxes" of $199.23? Should have been $109.00. I believe Vacasa is inappropriately gouging customers for "taxes" and other "fees" that they are not then passing along to the county where they are charging the taxes. That is illegal. My "rent" for the facility was $1099.00 and the "charges and fees" were $623.95 PLUS "taxes" of $199.23". That is an 80% tax and fee rate and would be unacceptable from a hotel or other lodging facility.

  

  Business response

  05/01/2022

  Hello ****.

  Thank you for reaching out to us. We would like to sincerely apologize for any disappointment caused by the fee and tax breakdown from your recent stay with us at Falcons nest. I have included the itemized receipt below. Please note, since you booked through VRBO which is a 3rd party site they charge their own booking fee which Vacasa is not responsible for. If you are looking to cut down on the fee rates I would highly suggest booking with us directly next time to avoid the additional booking fee from 3rd party sites.

  I hope this helps clarify things for you! 
  

  Itemized receipt: 
  Rent: ******** USD
  2022-04-24: ****** USD
  2022-04-25: ****** USD
  2022-04-26: ****** USD
  2022-04-27: ****** USD
  2022-04-28: ****** USD
  2022-04-29: ****** USD
  2022-04-30: ****** USD
  Fees: ****** USD
  Limited Damage Waiver: ***** USD
  PetFee: **** USD
  CleaningFee: 1***** USD
  Booking Fee: ****** USD
  Net Rate Fee: ***** USD
  Taxes: ****** USD
  County - Tillamook: ****** USD
  ************** Region 2 - Central Coast: ***** USD
  Total: ******** USD
  

  
  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a 3 night stay at a condo through vacasa for April 2022 in Gulf Shores, Alabama. One of the main reasons I booked this particular condo was for access to the indoor pool (I have 3 kids that love to swim), although indoor pool access was no described in the listing, there was a picture of the indoor pool in the listing. Upon arrival, I was told I was not allowed to access the pool (or the other amenities pictured in the listing such as the sauna, game room, heated outdoor pool, clunhouse). I called vacasa and they told me those amenities weren't included with this particular listing, despite them being advertised in the pictures of the listing. Vacasa offered to change rooms, however after waiting 20 minutes on hold I was told no other rooms were available. I feel this was a bait and switch with pictures clearly showing amenitites that were not part of the rental.

  

  Business response

  05/01/2022

  Hello *****.

  We would like to sincerely apologize for any disappointment regarding the available amenities at the ***** ****. To clarify, the property you had booked advertised having access to the outdoor pool and hot tub. No additional amenities were listed as available. The available amenities are clearly detailed within the listing info. We are so sorry for any confusion about what is and isn’t accessible to our guests. We have passed along your feedback to the local management team about removing the photos. No refund has been approved.

  Thank you.

  Customer response

  05/01/2022

  
  Complaint: ********
  
  I am rejecting this response because: In the listing, there were picture of amenities to include indoor pool, game room, sauna, heated outdoor pool. As none of the advertised amenities were provided I am requesting a refund.
  
  Sincerely,
  
  ***** ******

  

  Business response

  05/16/2022

  Hello *****.

  We apologize for any confusion caused by the listing photos. To be clear, all the available amenities are detailed within the written listing information. No refund will be approved. We encourage our guests to read through the listing info and available amenities prior to booking. We are happy to answer any questions regarding amenities via phone, email, and text.

  Thank you.

  Customer response

  05/16/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I am rejecting this response because it did not address my concer. My concern is that the listing had pictures of amenities, which implies these amenities were available, however they were not. I am requesting a full refund and do not accept the response. Pictures in listings imply things are included, clearly misleading and fraudulent! Sincerely,
  
  ***** ******

• Initial Complaint

  04/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked and entered into a vacation rental contract with 710 Vacation Rentals on February 13, 2022, paid my deposit of $1,701.26 on my credit card. The rental house was reserved for May 2nd through May 6th, in ********* **.On March 1, 2022 I received an email stating **** vacation rentals had been acquired by Vacasa LLC., and they would be the company I would now be dealing with. That same day, I received another email from Vacasa confirming this, stating they would continue to honor the reservation under the terms it was booked. I was prompted to acknowledge and finalize the reservation, which I did complete under Confirmation #DXSWYHW4.On March 31, 2022 I received an email from Vacasa notifying me the house we had under contract was now, not available. I contacted the company via phone that morning and asked for a full refund. The representative I spoke with said she canceled it, and a check would be issued in 6-8 weeks. I asked for the funds to be put back onto my credit card, which was the way the deposit was paid, but was told this was not possible. Since then, I have called and been told I am receiving a check in the mail, but the processing time is 4-6 weeks. This is not acceptable, since that money is what I have put aside for my portion of our vacation. We were left scrambling to locate another vacation home that met those same dates. I am in a financial situation where I am now spending additional money to rent another home, and it has created a financial hardship. I would like my deposit refunded to my credit card or a check overnighted to me immediately. I was not the one who broke the contract, it was Vacasa who broke the contract.

  

  Business response

  04/21/2022

  Hello ******. We are so sorry to hear that your reservation had to be canceled. Along with that, we sincerely apologize for the delays youve experienced in receiving your refund check. I have contacted our finance department directly to see if we can provide you with the tracking info. I can confirm that a check has been made and will be received soon. Thank you for your patience.

  Customer response

  04/21/2022

   
  Complaint: 16984789
  
  I am rejecting this response because:everyone I have spoken to over the past 3 weeks assure me a check will be sent, but due to this being mailed out **** it will ***********-8 weeks which is ridiculous. Since the cancelation was due to your company cancelling my reservation, they should make sure the funds are returned immediately. Sincerely,
  
  *********************

  

  Business response

  04/25/2022

  We completely understand your frustration regarding the refund check. I received confirmation that the check was mailed out on Monday, April 24th. It has been overnighted and should be arriving any day now. Thank you for your patience and understanding.

  Customer response

  04/28/2022

   
  Complaint: 16984789
  
  I am rejecting this response because I have not received the check. As with all communication I have received from your company, I continue to be mislead and given inaccurate information. Today is Thursday, April 29th, and I still have not received my check. You said it was sent overnight mail on April 24th. This has been 5 days, and nothing has arrived. Per ***** letters delivered via their overnight system guarentee delivery in 1-2days. It requires a signature and provides tracking for the parcel. I have not been delivered nor notified of any letter or envelope todate, which tells me you did not overnight the check as indicated in your last response.If indeed it was sent, I would recommend tracking this since it appears to be misplaced, or never sent.I am leaving on May 2nd and not returning until the 6th for the vacation I initially booked with your company, and you have now created a financial hardship for. Your companies policy and service in refunding a customer's funds due to your cancellation are appalling. At this time I want the funds at my doorstep no later than Sunday, May 1st.
  *********************

  

  Business response

  05/16/2022

  We are so sorry for the inconvenience this has caused and the delays on our end for getting your refund check mailed to you. We received a follow-up notice from our finance department stating that payment was mailed out on 4/27. We had also put in a request to have you check expedited. Thank you.

  Customer response

  05/16/2022

   
  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,
  
  *********************

*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. ↩