Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a vacation in ****** ***** ** through Vacasa from June 15-19. We arrived and the place was nice but then we found thick black mold in vents throughout the condo (see pictures). We immediately notified management and they wanted to spray the house with chemicals while we were still there. We declined because have small children and did not want them to spray chemicals during our stay. We also notified them that we were disappointed to find the pool drained and torn up for heavy maintenance (see pictures). We were not notified this prior to our stay, the pool was a big reason we booked the place for our children to enjoy on vacation and we were not able to utilize it. We asked for a cleaning fee refund because of the presence of mold and the closed pool. After ignoring us for several days they declined our refund request and did not offer any other resolution despite us appealing multiple times.

  Business Response

  Date: 07/01/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that some compensation was provided. We have reached out to our local team to see if they are willing to provide anything further.

  Customer Answer

  Date: 07/08/2024

  Thanks for following up with this case. Soon after I submitted my complaint the company issued a partial refund to resolve the issue. This case has been resolved.

• Initial Complaint

  Date:05/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a condo at *** ******* ****** *******, #**** ****** **** Island, SC in the amount of $896.95 for four nights spanning from May 16-20th, 2024. I arrived and was locked-out for an hour, with an incorrect door code they provided. It took them several hours to respond to our email. The first two nights my husband and I were waking up with bug bites on our ankles. I contacted Vacasa via ****** and telephone on May 18th requesting to be moved, as we found what appeared to be dead bed bugs laying all over our condo. I was refused the right to move, and told by the manager **** that I would need to stay another night until pest-control could come look. So I spent another night in this condo, and woke up with more bites. Their exterminator came out on 5/19 and confirmed "this is bed bugs but they are only in the living room". He tore the sofa apart looking for more and told us he would be back to treat the property for bed bugs and kept apologizing. We said we would not be staying any longer, and packed up and left, making accomodations elsewhere and having to sanitize all of our clothes and luggage. The manager then contacted me via text message from the number ************ denying a full refund, only for the night we left early, and denying any liability, claiming it was NOT bed bugs (despite what her exterminator advised my husband and I). This was a costly move for us, in the middle of our anniversary weekend, disrupting my trip, causing hours to sanitize all of my items at a laundromat following this incident, and I've still got bites. I want Vacasa to take responsibility for putting me into a unit with confirmed bed-bugs, per their own exterminator, and to issue a full refund for the 3 nights I stayed there and was exposed to them, one night against my will, as I pleaded with them to relocate me for safety reasons, but was refused and told to stay another night. I want a refund for the nights I was exposed. The elevator was also a liability hazard.

  Business Response

  Date: 05/28/2024

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. An inspection done by ****** **** ************* on Sunday 5/19 and again on Monday 5/20, after checking for egg casings, shed skins, fecal stains, blood streaks, live bed bugs and any other signs of activity notified us that they did not find any evidence of bed bug activity or live bugs. Additionally, we did not have any prior reports of pest issues. Our records indicate that you did receive a refund for the unused portion of your reservation. 
  
  

  Customer Answer

  Date: 05/28/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Per the business's exterminator, we were told in-person that they in fact were bed-bugs. They are claiming that they have never had an issue with pests in the past, but there was a extermination log in one of their cabinets that shows that an exterminator has been coming to the property weekly to treat it for some sort of extreme issue. This issue was NOT disclosed to me at the time of booking, or I would not have booked this suite. They were notified as soon as I began noticing bites on my legs and body, as well as dead bugs each morning laying on the ground. They admitted to me themselves that an exterminator has to come to the unit each Friday, if there has never been an issue with bugs, this would not be necessary.

  I requested to leave two days before I was allowed to, as they required me to continue to stay at the residence until their exterminator came out. They refused a refund or to transfer me to another (bug-free) property. I have proof that I requested to be moved, made them aware of the dead bugs and the bites, and provided photos. It was their exterminator who confirmed it was bed-bugs, then they called me recanting their statement after I packed my things and abruptly left the property. I had to do this in the middle of my vacation/anniversary weekend, taking away from my vacation, having to take all of our luggage to a laundromat to sanitize everything due to their pest-issue. I have attached pictures of these bugs, as well as the bites to the BBB correspondence. I am requesting a full refund, as I do not feel I should be responsible for time spent at their unit, while being bit by bugs while we sleep, have documentation of this, and documentation of me requesting to leave the property and them insisting I stay. I am disputing all charges for the time I was at their unit, as it was run-down, the elevators were broken and unsafe, there were ramen noodles all over the pool and hot tub area, and our room was infested with bugs that were biting me, (which I was informed by THEIR exterminator, WAS bed bugs). Regardless if it was or not, this is what I was informed by Vacasa's exterminator who they hired to come out. It still caused bites to my body, as well as the inconvenience of having to pack our things and sanitize everything halfway through our anniversary weekend, after I had requested for days to be removed, and they refused a refund or to remove us.

  Vacasa did not advertise this unit to be infested with some sort of biting-bug, nor did they advise me the unit is infested so bad that it needs to be exterminated every Friday. They did not advise me that the property was run-down, and they falsely advertised their unsanitary unit. In addition to the BBB, I will be contacting regulatory agencies as well as making people aware via reviews of the unprofessionalism and unsanitary conditions that will be encountered due to this this vendor is tricking clients into booking with them, and showing up to something completely different than advertised. 

  Regards,

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

  Business Response

  Date: 06/05/2024

  Again, thank you for providing this information. The invoice we received from the **** ******* company stated, no bed bugs. That is the information we were provided and that is the information we based our decision on. Again, we had no prior reports, nor have we had any reports of pest issues since your departure. As we did refund the unused portion of your stay, we would not be refunding anything further based on the information provided to us by the **** ******* company.

  Customer Answer

  Date: 06/06/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  Again, their **** ******* company advised me that they WERE in fact bed bugs. I found a log of all of their extermination records in side one of the drawers, so I do not accept the answer that there is no known pest issue with prior guests, or Vacasa would not feel the need to have an exterminator having to come into the unit once a week, which is excessive for a unit without a pest infestation. Again, they changed their response after a second exterminator came out, a day AFTER we left. We were told several times by THEIR pest-control company, that it WAS bed bugs, and that we were best to leave with our luggage. I had been asking to be moved to a safter, bug-free unit for two days, and denied that request by Vacasa. They forced me to stay in this unit for several days, disregarding my requests to be moved, even after receiving pictures of the bugs and the bites on our bodies. I have proof of the text logs. So again, I do not find this response suitable and will continue to notify Regulatory Departments as well as inform consumers of the bad-business practices practiced by Vacasa ****** ****. I will make sure this is handled through all avenues, including the BBB. This could have been resolved had Vacasa moved me on the first day they were advised of the issue, when I begged them to get us out of the unit and relocate me to a unit that was not infested with BED BUGS, to which I was denied and told to stay until THEIR exterminator arrived, and advised me that it WAS in fact bed bugs. I cannot account for what a second exterminator said a day after we left, but I have records of every time I requested to be moved, the bugs, the bites, and Vacasa refusing for days to relocate me. I will ensure that all avenues are pursued to get this investigated, as well as other consumers are made aware in every way possible.

  Regards,

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

• Initial Complaint

  Date:03/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Rented the unit for 1 month it was described as walk to beach . Had 2 weddings in the area over the month once checked in I texted to inquire where the beach was the replied ****** beach it is over 4 miles away ! Found another a little over 1 mile away still too far walk with **************** Which were NOT supplied it is false advertising The unit itself was clean enough and spacious as described I left 3 days early day after 2nd wedding

  Business Response

  Date: 03/27/2024

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our listing states Walk to the coastline or relax by the five outdoor pools. It also notes Queens ***** offers enviable walkability to the best of the resort. Stroll to ***** beaches, an array of dining options, and the ****************************. It does not note any specific beach, or the distance to the beach. Just that its walkable. We will not be providing a refund.
  
  

  Customer Answer

  Date: 03/27/2024

  The advertisement for unit states walk to beach . When I inquired where closest beach was I received an email that stated ****** beach  over 4 miles away !  I have all the email communications 

  Customer Answer

  Date: 03/27/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 21459141

  I am rejecting this response because:The advertisement for unit states walk to beach . When I inquired where closest beach was I received an email that stated ****** beach  over 4 miles away !  I have all the email communications 

  Regards,

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

  Business Response

  Date: 04/03/2024

  Thank you again for sharing this information. As you noted in your complaint, there was a beach about a mile away. That is walkable distance. Again our listing doesnt state how far, just that you can walk there. We will not provide a refund as our listing is correct.

• Initial Complaint

  Date:09/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my deep dissatisfaction with the service and experience I recently (8/20/23 to 8/28/23) encountered at the vacation rental property * ****** *** ****** ****, *** managed by Vacasa LLC. I believe it is important to bring this matter to your attention as the problems I faced during my stay have not only caused me great inconvenience but also left me deeply concerned about the standards of this company. My stay at * ****** *** ****** ****, SC was marred by numerous issues, beginning with the property's poor condition. The outdoor areas were overgrown with weeds, pathway lights were broken, and the overall presentation gave off an abandoned feel. The amenities advertised were also absent or dysfunctional, such as a nonfunctional grill, cracked coffee carafe, and missing essentials like a broom and kettle. Despite bringing these issues to the attention of the property management, their response was inadequate. Their attempt to rectify the situation involved sending individuals with insufficient equipment, leading to further frustration and ineffectual attempts at addressing the problems. Moreover, the communication from the management was unprofessional and inconsistent. Following my complaint, their initial responses seemed promising, but they abruptly ceased communication without providing a satisfactory resolution. This lack of accountability and responsiveness has left me deeply dissatisfied and disappointed. To add insult to injury, their proposed compensation of a mere $220 is an insult given the extent of the problems I encountered and the disruption to my vacation experience. I am submitting this complaint to ensure that others are made aware of the unsatisfactory services offered by Vacasa LLC and the subpar conditions of their rental properties. I urge you to investigate this matter and take appropriate action to address these issues.

  Business Response

  Date: 09/07/2023

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. Our records indicate that we provided compensation in the amount of 220.00 plus offered a 10% future discount. We would not be inclined to provide anything further.

  Business Response

  Date: 10/05/2023

  Once again we appreciate you sharing this information. We appreciate your feedback and will use it to help improve our services.

  Customer Answer

  Date: 10/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  That is not enough. I will accept your response when you show all reviews (unfiltered)

  Regards,

  ****** *****

• Initial Complaint

  Date:07/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I rented a property for 2 days w my mother in Hilton head in may. Upon arrival we took a video of the property to show my kids. Upon check out, they stated that we broke a chaise lounger on the patio- we did not use the patio. But in the video (w date and time) it showed the chair and that it was broken upon our arrival. i refused to pay and I am now REMOVED from air Bnb and can no longer rent from them. Ca. Submit my video upon request!

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We rented a condo from Vacasa Resort Rentals at the Hilton Head Resort March 11th - March 18th 2023. The main reason we chose this location was for the 6 courts of tennis amenities that are offered. We are devoted tennis players. The whole week we rented our unit at the Hilton Head Resort, there was a pre-scheduled college tennis tournament with the courts being occupied with the tournament from sun up to sun down. Vacasa Resort Rentals never informed us that the courts would be occupied with the college tournament during our week stay. I spoke with Vacasa Rentals and they said they were unaware of the tournament. I then spoke with the General Manager of the Hilton Head Resort and he said that all the unit owners were notified in advance of the tournament. I relayed this information to Vacasa Rentals and they said that the owner of the unit was notified of the tournament, but never informed them. We paid $2000 for our week stay, expecting that we would be able to play tennis everyday. Since that amitity was not available to us, I asked for a $500 refund. Vacasa said they would only give me $150. Vacasa has stopped responding to me. I feel as though Vacasa is not being fair in this situation. Had we been informed of this pre-scheduled college tennis tournament taking place the week of our stay, we would have booked a different week or a different location. We tried to find other courts on the island, but most were taken with the tournament. My partner plays tennis in the Senior National Games every year as well as the Huntsman World Games. We rented at Hilton Head Resort because we were both preparing for an upcoming tournament. We were not able to use the courts for the week we were there. We are asking for $500 refund.

  Customer Answer

  Date: 03/28/2023

  Hello,

   

  My complaint has been resolved. 

   

  Thank you,

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

• Initial Complaint

  Date:10/04/2022

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 29 I had a 2 night stay at a vasaca resort in myrtle beach here is my reservation I’d ******** well due to hurricane the governor of sc declared a state of emergency and evacuated myrtle beach this company refused to refund my money after multiple attempts all they gave me was a 30 day extension which I can not take due to work schedule now I just need this company to refund my money they are terrible to deal with please help me

  Business Response

  Date: 10/09/2022

  Thank you for taking the time to share these details with us. We are sorry to hear that your travel plans were impacted by the hurricane. As this is not something that we have control over and your cancellation was outside of the cancellation window we would not be able to provide a refund or alter your dates.

  Business Response

  Date: 10/13/2022

  Once again thank you for providing us with these details and once again we are sorry that your travel plans were impacted by the hurricane. It looks as though you’ve been in contact with our guest services team and it was explained to you that we would not be providing a refund as you were outside of the cancellation policy, which is noted on the listing as well as during the booking process.
  
  

  Customer Answer

  Date: 10/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I will continue to do everything I can to either get my refund so I will continue every day with your ruble company again I am in contact wth lawyer and they will be contacting you soon 

  Regards,

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

• Initial Complaint

  Date:09/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to resolve our refund for our stay at ** ***** ***** (*** ***** Hilton Head, SC) reservation # ******** with VACASA from August 1-6,2022. We booked the vacation on 07/13/202 for $1425.68. Upon the first day of arrival the AC was not working. Check in was after 4pm. The unit was at 78 degrees and rising. An AC tech came out and could not fix the AC unit because it was frozen. The weather was in 100 degree Fahrenheit that week. The AC tech said we would need to shut the unit off and he could return in the morning to attempt to fix the unit but it would be after 10am because VACASA staff don't get in till after 10am. This was at 9pm on our first night, at which point we had to find an alternative location to stay because VACASA did not offer an alternative location because it was peak season. We had to stay at an alternative location for two nights because the unit was not going to be fixed in time for us to check out. We stayed at the Westin (out of pocket an additional $664.02). VACASA property manager ****** said they would reimburse us for the stay upon receiving the receipt. Which they honored and credited us08/04/22 for $664.52. We returned to ** ***** ***** on Wednesday and the AC went down again (not even 24 hrs). The tech came out again and said that they would need to replace a part for the AC to be able to work properly/or at all. The villa was at 68 degrees and again got up to over 78 degrees overnight which was inhabitable. By the time we were offered another location on Thursday and we were supposed to depart on Saturday we no longer wanted to be moved again and inconvenienced. We explained how we would be departing Thursday. The property manager ****** (email: ******.************* **** phone#: ************). Said he would be able to reimburse us after approval from headquarters management. He called us a week later, said that it was approved and that we would be reimbursed in 7 to 10 business days. We have been not be refunded to date.

  Business Response

  Date: 09/21/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced. It doesn’t look as though compensation beyond the 664.52 was authorized.

• Initial Complaint

  Date:06/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The air conditioner has frozen over and the home that we have rented to recover from brain surgery has reached a level of 86 degrees and continuing to grow. This has now caused a medical concern in my recovery. We have short term lease to accommodate the amenities that are needed during this time. We have contacted them and have waited more that 48 hours for someone to fix the AC. They did not offer any accommodations for us. No fans, mobile AC unit was never offered. The home is unmanageably warm and the follow through with this business is not acceptable. The location has to be close to **** and they refuse to see the severity and position they are placing us in. Infection is the one thing we have to avoid and this is is causing that possibility to be a reality.

  Business Response

  Date: 06/29/2022

  Thank you for taking the time to share these details. We apologize for the inconvenience and see that this is a current reservation. Our records indicate that we were able to deliver fans to you on 6/27, as well as scheduling the repair. 
  
  

• Initial Complaint

  Date:06/01/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked a 3 night stay for 10 guests and were not supplied with adequate toilet paper, towels and wash rags. By night 3, we were forced to use microfiber cleansing cloths that i grabbed from my car to bathe and tshirts to dry. Even after several texts and phone calls, no resolution. Dirty linens too. My total trip was 2500.00 and I was only offered 100.00 refund. I am requesting a full refund. Guests preferred to hold their waste until checkout and then go to a restaurant. Im so disgusted and they completely ruined my birthday weekend. Instead of enjoying myself, I spent 60%of my time trying to make everyone comfortable. They need to do a better job with customer service and making your guests comfortable that you so proudly boast about! Instead of trying to enjoy vacation, I was constantly trying to get items and service that I paid for and deserve.

  Business Response

  Date: 06/14/2022

  Hi *********
  
  I left you a message on your telephone. We are an HOA and do not manage, own, or rent villas at all. All 468 villas here at Hilton Head Resort are owned by individual owners and either managed by them, or a management company. I would appreciate you calling me at your earliest convenience.
  
  Thank you,
  *** ****
  General Manager 
  Hilton Head Resort Villas
  

  
  

  Business Response

  Date: 06/15/2022

  Thank you for taking the time to provide us with this feedback. We apologize for any inconveniences you experienced during your stay with us. Please know that we supply enough towels per maximum occupancy per reservation. (one towel per person per reservation) There are communal laundry facilities on site. Our homes are also stocked with a starter supply of items that include things like toilet paper, paper towels, soap, shampoo, dishsoap among other things. This is not meant to be an unlimited supply, but enough to get folks through their arrival days so they can take inventory and then purchase whatever they will need for their stay.

  Customer Answer

  Date: 06/15/2022

  This is the most ridiculous excuse I've heard. If I'm paying 400 plus dollars a night, I expect to have a towel for each guest for each day. That's nasty to keep using one towel. Paying for laundry? Absolutely not!!!! Buying toilet paper..are you kidding me? Your job was to assure that me and my guests had a comfortable stay,not to beg for toiletries and clean towels. Show me in the rental agreement where it says I only get one towel and one roll of toilet paper in each apartment for 10 guests.