ComplaintsforVacasa

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The hot tub was a major attraction and was promised to be operational. Reviews expressed that it was a highlight of the stay. For our stay it was inoperable. It was cold and dirty. We immediately contacted the company and spent considerable time taking pictures and describing the difficulty. They said they would send someone out but nobody showed up for the 2 days we were there. We have other complaints such as badly stained and torn furniture and the non-functionality of the bathroom outlet and lack of facilities for pets in this "pet friendly" rental. There was no place for the pet to relieve himself, we had to drive off the property for that; but for this BBB complaint we are mostly concerned about the breach of promise of the hot tub and the lack of follow through for VACASA.

  

  Business response

  06/12/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that a check is being mailed to you with compensation for the lack of hot tub during your stay.

  Customer response

  06/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted with Vacasa to manage our beach house rentals at ************, **. They have a no smoking policy on all homes, but a renter smoked inside of our home. Vacasa knew of the odor and did not inform us of it, did not charged the renter and did not do anything to help get the odor out of the home. Instead it settled into the furniture and walls for another week until we discovered it ourselves upon visiting. They admitted to knowing and had put odor eliminators throughout the home. There was a renter after the smoking renter who complained of the odor, but Vacasa did nothing about it - now we have a negative review which will likely prevent us from being able to rent it anymore this Summer. We have to now remove all furniture and replaced with new, along with paint the entire home in hopes of getting the odor out.

  

  Business response

  06/11/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience. Our team brought in an air purifier, all comforters have been washed. The odor seemed to be contained to one bedroom. We did what was necessary to help alleviate the odor. One bad review will not negate the positive reviews.
  
  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Booked apartment with Vacasa on 12/2023 and travelled in May. I was not made aware that check in was only up until 10pm. This was made known to me on the day of travel, so 5 months after booking was made, after flights/plans booked. On arrival to Seattle customer service told me to book a different hotel since unable to check in as my flight arrived after 10pm. **************** told me I will be refunded. The company is now refusing to refund my money. I want refund for 1 day which is $213

  

  Business response

  06/11/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our team is working to ensure that guests can arrive to this listing 24/7. Our records indicate that you were reimbursed for your hotel stay, as well as refunded the first nights rent of your stay.

  Customer response

  06/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I mean just wow! What a waste of 1200! The ** didn't work! The pool wasn't heated! The pool alarm went off for the entire stay. The games didn't work. The liner in the hot tub was gone from a lack of maintenance and an over use of chlorine. It cut my legs and back. Dead birds on both decks. Nails all in the parking area. I could go on.....The house was dirty when we arrived and it just went downhill from there! It was almost 80 degrees and we waited 3 days and checked out still nothing but "I'm sorry" "We will escalate the issues but it's our peak time" what in the world !!!

  

  Business response

  06/11/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that compensation was processed.

  Customer response

  06/11/2024

   
  Complaint: 21798002
  
  I am rejecting this response because:
  272 dollars back barely covered the cleaning fee, of which I did. The other 1000 was not refunded, as requested. I shouldn't have to pay for NO AC, NO POOL, NO HOT TUB, a constant alarm for 4 days and NOBODY showed up to help with anything! The house was not as advertised. Not fair to take money when NOTHING was as advertised!!

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

  

  Business response

  06/16/2024

  Once again, thank you for taking the time to share this information with us. Again we apologize for the inconvenience. Our records indicate that further refund has been approved and is being mailed to you.
  
  

• Initial Complaint

  06/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I rented a home from vacasa - it had mold in it. The property manager accused me of lying about it, and left me in home for weekend. When he got back he found me another home for the rest of stay, the home was unclean and had housekeepers underwear in it - or someones underwear. When I left he wrote me multiple inappropriate messages stating I lied about having a service dog. I have a PSD dog.

  

  Business response

  06/10/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. We were able to move you, the issue was that once we were notified of the original issue, we needed to send someone to verify and see if we could address the issue in the home you were in. Once it was determined that we were unable to do that, we moved you to another home. It doesnt appear that you requested any assistance in the second home, except with the hot water, which you then notified us that you figured out and it was working. We wouldn not be inclined to process a refund as we did assist with the issues you reporpted to us

  Customer response

  06/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vacasa is our rental agent for our home at *********************************** The renters that Vacasa sent to our home started a fire and melted the siding to our home, the decking was singed and area of home was melted right down to the wood. We cannot find anyone at Vacasa that will speak to us regarding a claim. One person told us to fix it with our money and perhaps we will be reimbursed showing a paid invoice with a 0 balance Vacasa boasts on their web site: The guests pay a small fee towards damages per night. Upon check out we will assess damage and make necessary repairs asap We cant even get anyone to speak to us, they keep sending us to another office. In the meantime we have a hole in our home

  

  Business response

  06/10/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. It looks as though you are a member of our Guest Works program, which means that we only manage reservations for your home, while you have a team or you manage the home maintenance and cleaning yourselves. That said, insurance claims must be filed within 14 days of guest check out. We were not notified of this until more than 30 days after the last guest had checked out so we have no way of knowing when the issue occurred. The assessments you speak of in your claim are for homes that we fully manage and our team is handling the housekeeping, maintenance and daily management of. As we do not do that for your home, we would not have seen any damages and it is/was your responsibility or whomever is handling the day to day items at your home to report this. 
  
  

  Customer response

  06/10/2024

   
  Complaint: 21796232
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  we have been told by Vacasa, they will cover damages

  Their response is 

  Vacasa guests pay a small damage fee per night
  Whe guests check out  Vacasa will

  assess damage damage and make any repairs necessary ASAP

  Those exact words are in the homeowners contract 

  We never had anyone discuss this 

  we still have a large hole in our home due to renters burning it with a gas grill

  

  Business response

  06/16/2024

  Once again, thank you for sharing this information. Again, we do not manage the day to day operations of your home, and it wasnt reported until more than 30 days after it happened it would not be covered.

  Customer response

  06/16/2024

   
  Complaint: 21796232
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  please see statement from Vacasa on their rental agreement 

• Initial Complaint

  06/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I paid Vacasa $484.74 for a vacation rental on an island in ******, travel dates May 1-5. Unfortunately the rental was unlike what Vacasa advertised and therefore not at all what we agreed to pay for. We are due a full refund.The property was, quite frankly, gross and miserable. It was dirty and dusty, with trash strewn about and hot, stale, sickening air from being closed up too long. Many of the items in the listing and photos were removed before we arrived. It was missing basics such as towels, cleaning supplies, and a microwave as well as advertised amenities such as bikes, ocean views, and hammocks. We'd also been told there was air conditioning in the common areas and while there was a single unit in the living room, it was woefully inadequate for the space, rendering it too hot to stay in. There were a dozen other horrid elements, like the dead bugs and droppings, beds covered with shower curtains, an entire bedroom unmade, etc. etc.It was miserable but we were stuck. since it was too late to find alternate accommodations in the island. Before, during, and after this awful experience, Vacasa largely ignored us. They eventually gave us threadbare towels, but all other problems were ignored or acknowledged only with an empty apology or promise to change the listing so the next guests wouldn't be lied to, but nothing to help us They know they didn't provide what we paid for but have only provided a laughable $32.60 refund. Representatives acknowledge they should do more but pretend they can't and Vacasa's intends to keep our payment despite not providing what we paid FOR. I notice they've also suppressed our review, which is further proof of bad business practices. This was a miserable debacle. Also expensive as we paid for bike rentals, eating out, spaces to spend time since the home was uninhabitable, etc. etc. The minimum resolution is a full refund of the fees we paid since they did not deliver as advertised. We have proof and witnesses.

  

  Business response

  06/09/2024

  Thank you for taking the time to share these details with us. We apologize for any  inconvenience you experienced. Our records indicate that you filed a chargeback, therefore we would not be able to discuss any compensation/refund pending that outcome.
  
  

  Customer response

  06/09/2024

   
  Complaint: 21792988
  
  I am rejecting this response because: it is not a resolution, it simply skirts resolution by referring to another method of remedy Vacasa has not responded appropriately to. 

  Vacasa did not provide the services we paid for, as they are well aware. Proper remedy includes a full refund, corrections to the misleading listing that led to us paying for a service they could not provide, and publishing the honest review of the property submitted to Vacasa weeks ago.   Efforts to skirt, minimize, or delay corrective action are inappropriate and unacceptable.

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

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Vacasa- Serene Family Cabin, ************ 3.3.24 -3.8.24 Drive 1000 miles, time off & 4 days before we arrive email stating a winter storm. Trip ins available & you can cancel your ***************** in 30 days. Coming have the house ready, driveway plowed, house & hot tub ready. On 2/10/24 stated to Vacasa-hot tub open, working ,clean & running. Earlier on 3.3 house is ready & HAS BEEN CLEANED. The state closed the only 2 Rd.s up. We called Vacasa & explained the situation Rds are shut down. We asked for a one day credit due to uncontrollable circumstance's & had to get a hotel until state opens Rd in AM. Rude & unhelpful CS did nothing (received 10ft of snow in 5 days it was all over the news). Asked for supervisor. He stated we could have canceled our trip & traveled again in 30 days. We are arriving, make sure the house is ready! Rd opened up at 12 the next day, we drove up. Driveway was plowed just enough to park the car. Couldnt get to frt door, **** was up 3/4 the way up the frt dr & 3 ft into the dr. ******* also had to be dug out. Called Vacasa they said they are sending someone right out. Never saw anyone.My husband used the snow scraper to dig path to the frt. dr. ******* heating vent hanging out of the ceiling, ** spider, babies cobwebs in corner of the . Home was dirty, cobwebs hanging from ******************* you would not sit on.NO ONE had cleaned this house. Hot ********** not usable, because 5ft of snow was not removed. I had taken picture of ***************** & called Vacasa. There response was Im so sorry well get someone over there as soon as we can get our staff up the mountain we had a severe snow ********** could not get our staff up to clean! I never heard from Vacasa during our trip, until the last evening at 5pm when were ready to eat dinner. A crew of guys show up with shovels, they wanted to remove the snow off the deck and hot tube. We paid for a full day, a hot, hot tub cleaning, and a house cleaning that never happened.

  

  Business response

  06/09/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. As there was a lot of snow in the area, the driveway had been plowed. We arent able to determine when guests will arrive. Likely the driveway was addressed first thing in the morning and more snow accumulated. It doesnt appear that you mentioned cleanliness issues to our team. It seems what was reported to us was related to accessing the home and hot tub. If you have photos of cleanliness concerns, please provide them here and we will be happy to look into this further. 
  
  

• Initial Complaint

  06/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I booked a 3 night stay through Vacasa for a condo in ********* **. I chose this Condo because of the view, amenities and gated security for this location that they advertised via their website. I contacted Vacasa direct due to the False Advertising for said location. The only thing that was valid was the condo itself. They did provide me with the cleaning fee back due to the room smelling so bad. When we arrived there was scaffolding to the stairs leading to the condo which was dangerous to maneuver around. The property manager had it removed the next day. I also showed and asked him where the pool was that was shown on the website as well as the dock leading to the ocean and the tennis courts and the other amenities listed. He stated that those said items were not at this location. Also asked him when the security gate would be fixed and he was not sure. Vacasa has removed some of the photos from their website of which my complaint is based on. But the False Advertising was never addressed and other consumers need to be aware of their business practices. Hate for others to be deceived. I have pictures, voice mails and text messages and emails to validate my complaint. Thank you..

  

  Business response

  06/09/2024

  Thank you for taking the time to leave this information for us. We apologize for any inconvenience. We are sorry for any misunderstanding in regards to the listing. Under the amenities tab on the listing we only advertise the communal pool, outdoor space and ocean view. That said, we have reached out to our local team to see if they are willing to provide any further compensation. As you did utilize the unit, it is unlikely that a full refund will be approved, but we will let you know as soon as we hear back from our team. 
  
  

  Customer response

  06/09/2024

   
  Complaint: 21791281
  
  I am rejecting this response because: tho we did stay, we had no choice as we would not have had a refund. We booked for 3 days and only stayed for 2. The Vacasa website had deleted the pool pictures that I screen shot and sent to you directly as well as the Vacasa rep via text. Yes, it states a pool but the original pictures/video that was posted on the Vacasa Site is misleading and false advertising to the consumer. Also the security gates were not working and cars were broken into in the area. Is there not checks and balances that your company investigates for the locations they are listing? So the information that is provided is accurate? There should be some responsibility taken when its the company you are representing. 
  
  Sincerely,
  
  *******************************

  

  Business response

  06/16/2024

  Once again thank you for sharing this information and again we apologize for any inconvenience you experienced. Listings often contain photos of surrounding areas. The amenities list of items is where guests can determine what amenities are actually available and included with their rental. 
  
  

  Customer response

  06/16/2024

   
  Complaint: 21791281
  
  I am rejecting this response because: the statement determine what is actually available?.? How is that even fair? How is the consumer going to know that information for a location if they have never been there?? Hence the False Advertising!! Along with this complaint I will be filing with the AGs office and the FTCs office. Consumers need to see the Business Practices Vacasa is performing. And with total disregard of said customers. And with your company deleting from the photos and from the video of the location I rented just proves my complaint. Glad I took screen shots. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  05/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This cabin is listed in ************ , the cabin is 20 minutes away from CDA ID. the cabin had no heat . the cabin had mold in shower and leaked all over the floor . The hot water ran out . The furniture in living room is full of dirt and bugs and broken in the middle.. MAIN CONCERN & MAIN ***************** is lying about this camera in the driveway and shed pointing right in the main entrance and bathroom - this camera is recording families without consent and violating their privacy .. I reported all this while I was there and since I left 5/21-5/24/2024 . NOTHING HAS BEEN DONE . False advertising and violation of privacy . This is disgusting.

  Customer response

  05/31/2024

  Camera they are lying about 

  I have sent to business already along with several other photos

  

  Business response

  06/06/2024

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced. Our team offered to address the issues and you declined. Cameras are allowed outdoors at rentals, but there are no operable cameras on the premises. We would not provide any compensation.

  Customer response

  06/06/2024

   
  Complaint: 21783992
  
  I am rejecting this response because this is disgusting and youre not going to continue to record people without consent , your camera is pointed directly into bathroom ! This is ILLEGAL AND PERVERSE.

   

  Your cabin has mold . Your cabin is a hazard . Your falsely reporting location as CDA and it is 20 min out .  I have listed plenty liabilities on your account. Including VRBO BOOK noted about cameras . And then turn around and lie on bbb website response . 
  your also lying by saying that I declined assistance from you. There was no assistance provided I sent proof of everything 7 times , I called ample of times . You did nothing .  This is not an offering exchange . This is a violation of rights . 

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

*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. ↩