Complaints

This profile includes complaints for Vacasa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vacasa

  850 NW 13th Ave Portland, OR 97209-3680

  
• 

  Vacasa

  546 Mary Esther Cut off NW Ste 3 Fort Walton Beach, FL 32548-4067

• 

  Sterling Resorts

  12011 Front Beach Rd Panama City Beach, FL 32407

• 

  Vacasa

  8478 Gulf Beach Blvd Navarre, FL 32566

• 

  Vacasa

  523 Gatlinburg Drive Gatlinburg, TN 37738

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:04/10/2025

  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.

  Vacasa charged my debit card and my husband alerted me to it and not recognizing the charge I filed a fraud charge with my bank, **********. I then realized it was for our vacation rental coming up so I called ********** and retracted the fraud charge, which they in turn reversed. The payment was sent on February 28, 2025 from my account but ********************** is saying they never received it. ********** gave me a reference number and we tried multiple times to get them to trace the money on their end but they did not care. No one did their due diligence on the end of Vacasa. They made me pay the same payment again or else they would cancel my rental and I would be out my first down payment of over $500. They charged me twice for $464.35, once on March 13, 2025 and once on Feb. 28, 2025.

  

  Business Response

  Date: 04/12/2025

  Good Afternoon,

  We are sorry for the frustration you must be feeling per our records a payment was made for $464.35 on 02/05/25. Then a secondary payment was made $464.35 02/18/25, after that a chargeback was issued and the amount of $464.35 was refunded due to this. We then only had partial payment so a request was placed to have payment for the remaining balance due. This was paid on 03/12/25 for $464.35 making your reservation paid in full. If you would like we are happy to send you the payment tab via email for you to review yourself as well as with your bank. A "double-charge" was not done for this reservation. We are happy to share this email with you with the exact dates of those charges as well as the card used. We will not share card details via BBB response. Please feel free to call Vacasa's customer service line and a senior specialist will be more than happy to answer any further questions or to create the email offered here. ****************. Thank you for your time. 

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23188299
  
  I am rejecting this response because: the payment was sent on 2/18/25. My bank gave me a reference number that proves it was received by their merchant's bank but they failed to research it to find out where the payment was. The reference number from ********** is 2-469216-5050-10154776903-3. No one at Vacasa even tried to see where that payment was using that reference number. I paid the $464.35 TWICE. I should not have paid it and my bank gave me the reference number as proof they received the payment on 2/18/25. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/17/2025

  We understand and acknowledge that we processed two payments, the first one on 02/05/25 for $464.35 and the second on 02/18/2025 for $464.35. Two payments of equal amounts were required to pay for your reservation in full because you chose to pay using 50% at booking and 50% due 30 days before check-in. The problem is that you or your bank disputed the second payment on the reservation. We had to credit the second payment back to the card and start the chargeback process.  During that time, you had called stating that the bank did not honor the chargeback, and the money was sent back to Vacasa. We got confirmation that you won the chargeback, and the funds were never returned to Vacasa. That is why we asked you to make the payment again to make sure your reservation was paid in full. The issue here is that the bank claims that they returned the money to us, but we have no record of that, and in fact, we never received the payment back after the initial credit was done on 02/24/25. The bank will need to research and find out why you were never credited for the chargeback you won. 

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23188299
  
  I am rejecting this response because: this is completely false. I sent three payments - the chargeback was never rewarded back to me so I have paid for this rental in three payments. I have bank statements to verify all of this and Vacasa is lying. 
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 04/24/2025

  We reached out to our disputes team again about the missing funds. We were told that you won the chargeback on the second payment of $464.35. This means that your bank will retain possession of the funds. We received confirmation that we no longer have the $464.35. We only have the payments that were processed on 02/05/25 and 03/12/25. You will need to reach out to your bank about the missing funds and have them credit your account. This could still be tied up in the dispute process, which can take ***** business days. All further communication needs to be with your bank on this dispute, as Vacasa is not in possession of the funds in question.
  
  

• Initial Complaint

  Date:04/10/2025

  Type:Sales and Advertising 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.

  On 01/06/2025, I reserved a home on the website *********** for the rental dates of 04/10/2025-04/14/2025 that was listed as pet friendly with no other fees. The posted price was $3274.75 which I paid.This morning, the day we are to check in, Vacasa imposed an additional $500.00 and stated that it was a balance due. They claim the original price was $3774.75. In addition, they wanted to charge me another $200 for my dog which I was told by *********** agent and a Vacasa agent that there would not be a fee.They wanted to charge for pool heat. This is unethical as they waited until the day of check in to impose the additional $500.00 which they new I would have to pay to receive the code to access the home.This is unethical and deceptive in nature. I called Booking and they confirmed the price was/is $3274.75. The Vacasa confirmation number is listed as JWC5-Q5JN.

  

  Business Response

  Date: 04/12/2025

  Good Afternoon,

  Our listing reflects the cost to heat pool and all of our homes charge a pet fee in order to bring a dog with you. As *********** did not clearly reflect this a refund of the pet fee was issued as well as half the cost for the pool heat. We have not refunded pool heat in full as it was turned on and used during the stay. We have requested the listing on *********** more clearly state these for future guests. Thank you for bringing this to our attention. 

• Initial Complaint

  Date:04/07/2025

  Type:Customer Service 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 booked a vacation with Vacasa on 02/26/25. My vacation is 06/22/25. I cannot go now due to work. I tried to cancel and they will not issue a full refund even though I am within the allotted date.

  

  Business Response

  Date: 04/09/2025

  Good Afternoon, 

  A full refund was not due at the time of cancelation. We are sorry that you could not attend this stay and it appears your cleaning fee was refunded as well as the offer to be refunded if the home rebooks for your date of stay. Please call Vacasa on what would have been your original check in date to see if the home rebooked. At that time if the home did rebook a senior specialist will be able to inform you what the additional refund will be. Thank you for your time. 

• Initial Complaint

  Date:04/06/2025

  Type:Order 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 booked a rental through Vacasa over a month in advance, looking forward to a vacation. Unfortunately, I am now in the midst of a personal tragedy, as my father passed away just yesterday. Given this heartbreaking situation, I reached out to Vacasa to discuss canceling my booking. I went through a third party, who expressed no issues with waiving the fee, provided Vacasa agreed to do so for legal reasons.What followed was a frustrating series of back-and-forth communications via email, text, and phone calls, with no resolution in sight. I hoped that today would bring a breakthrough, but I was disheartened to learn that I would still be charged the full amount minus the fees. This decision feels incredibly insensitive, especially considering I just lost my father and have no intention of going on a trip.Moreover, the amount I was told would be held kept changing: initially $227 over the phone, then $287 on the website, and now its $294. This inconsistency only adds to the stress during this difficult time. All I sought was understanding and compassion, and instead, I feel dismissed and unsupported.Its disheartening that a company like Vacasa would prioritize policies over empathy. This experience has left me feeling frustrated and disappointed. I hope they reconsider how they handle such sensitive situations in the future.

  

  Business Response

  Date: 04/07/2025

  Thank you for taking the time to share your experience with us and we would be happy to look into this further for you. Unfortunately, based on the information you have provided with your name and phone number as well as email we are having difficulties locating a reservation within our system. If you can provide this information here or contact us directly at ************** we can try to further assist you. We look forward to hearing from you soon. 

  Customer Answer

  Date: 04/07/2025

  The amount of $227 was given to me verbally by the representative that I spoke with yesterday.

  Customer Answer

  Date: 04/07/2025

  This is the confirmation # for Vacasa

  

  Business Response

  Date: 04/09/2025

  Good Afternoon,

  Thank you for providing that information to us. After reviewing your reservation it appears you did not have trip insurance with us or ***********. You can check your credit card company or banking institute to see if you had any built in trip insurance with the card you used to make this stay. Per our partnership with *********** we honor their cancelation policy with bookings made directly through them. We do not overturn their policy, a refund of your pertinent fees was refunded per the cancelation policy and the time in which this was canceled. But as this was canceled outside of policy we can not refund the rent for this stay. We are sorry for your loss, trip insurance when purchased does cover unfortunate occurrences such as this, we send our deepest condolence's but we can not issue a full refund for this stay. 

• Initial Complaint

  Date:04/06/2025

  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 made a reservation at the *****************, in ************ S. C. In ************* pulled the entire week reservation money of $751.03 out of my credit card in January. I needed to cancel that reservation which I did in March through the website of the hotel. Apparently the button I clicked took me to ******** to cancel. I filled out the form and canceled the reservation in plenty of time. That never made it to Vacasa. When I called the hotel to find out why I didnt get a refund they told me it hadnt been canceled. If I cancel now I forfeit my refund because there wasnt a thirty day notice. I have spoken t Vacasa and ******** and neither will help me get my money back. I am hoping you can help me. *** ***** **************** ************

  

  Business Response

  Date: 04/07/2025

  Thank you for taking the time to share your experience with us. We have verified that we did not receive any cancellation requests until 4/5/2025 from the booking platform you booked initially. Due to the cancellation policy, no refund will be issued. We do apologize for any inconvenience this may cause. 
  
  

  Customer Answer

  Date: 04/09/2025

  This is my reservation cancellation that i made in the beginning of March.  Well within their 30 day policy.  please add to my current complaint.  I only cancelled my reservation on April 6 because i called to see where my refund was.  They told me they never got my cancellation from Hotelone, Vacasa's online booking agent found on Vacasa'a website.  Contact me for further info.  
  
  *** *****
  ***********************
  ************
  

  
  

  

  Business Response

  Date: 04/10/2025

  Hello ***. We have reviewed your full refund request and the attached documentation. The documentation you sent does not have a confirmed date of cancellation. For us to consider an exception for a full refund, we would need to see a dated cancellation confirmation. You should be able to find this in your email. If you can show us a date of cancellation before 03/28/25, we will approve the full refund.  If this documentation cannot be found, then we can refund all the fees as stated in Expedias cancellation policy, and for the remaining amount, we can offer a rebook refund. If any of the dates on your reservation are booked again by someone else, we will give a refund based on the amount received from the new booking. You would need to check back with us on 05/02/2025 to find out if any refund will be given to you. We left you a voicemail message about this as well. Please give us a call to discuss this further.
  
  

• Initial Complaint

  Date:04/06/2025

  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.

  Rented a pet friendly home in **********, ** and paid the pet fee. Our dog is a small 4 month old "Teddy ****** As puppies do, everything goes in their mouth. Well the floor was filthy and we vacuumed upon our arrival and filled the vacuum over 1/3rd of the cannister. Stepped out onto the porch and our puppy picked up a cigar ****, so much for it being a non-smoking unit as well as the patio not cleaned as well. Our puppy went into tremors. Called Animal Poison Control and was told to find a 24 hour Vet as it was now after 6pm and ******** is toxic to dogs. After a 90 minute ** and over $1,200 vet bill our pet spent the night. Vet said we are very lucky she survived the night. I contacted Vacasa the next morning and was promised a phone call. Never received one. Was promised through texts over and over I would receive a phone call, never did. Sent them photos of the vacuumed stuff we picked up and the Vet bill. After arguing, only through texts, they refunded the cleaning bill. Their customer service is non-existant, once they have your money, you mean nothing to them. They wanted my Vet bills, which I sent through texts and than was told they wouldn't help with the bill. Why ask for them if you aren't going to help? We lost time in the home due to this event and we received no offer of compensation for that time as well.

  

  Business Response

  Date: 04/07/2025

  Thank you for taking the time to share your experience with us. We have reviewed this further, and no further refund will be issued. There has been an incident report filed, and you can contact the adjuster for any further information.
  ****** *****
  Casualty Claims Specialist
  OFFICE ************
  *************************************************************************************************************
  EMAIL ************************
  ******** Claim 4A2503T65XJ-0001
  
  

  Customer Answer

  Date: 04/07/2025

   ******, 
  
  I find it unacceptable that a dog friendly home would have a toxin for dogs on the property. My dog almost died due to their negligence in assuring renters the home they are paying to rent is safe for their beloved pets.
  
  I would like the Better Business Bureau to place this complaint in a location where prospective renters can see exactly how they do not care for the welfare of their guests and their pets.
  
  **** P. *********
  

  
  

  

  Business Response

  Date: 04/09/2025

  Good Afternoon,

  A claim has been submitted for this issue and information on how to contact the claim adjuster was previously shared. We are again terribly sorry for the issue that occurred and you can follow up with the claim adjuster for further questions or concerns.

  Have a wonderful day. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23167244
  
  I am rejecting this response because:

  I was NEVER put in touch with a Claim Adjuster. That is just false. Vacassa rented me a "Pet Friendly" home that was not properly cleaned and their failure to do so, cost me over $1,200 in vet bills, travel expenses and the fear of losing our pet.
  
  Sincerely,
  
  **** *********

  

  Business Response

  Date: 04/10/2025

  Hello ****. We apologize that you did not receive the claims adjusters information. We resent it to you by text this morning. Please follow up with the claims adjuster for the processing of the claim and for any questions or concerns you may have. 

• Initial Complaint

  Date:04/03/2025

  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.

  My wife and I booked a vacation in the ******* area. We stayed at *************** in ********* **. The reservation was booked through Vacasa. With the house, we chose to have our house pool heated. The cost was roughly $250 extra for the days we were staying, 4-21/4-28. Upon our arrival on 4/21 I noticed that the pool water was cold to the touch and that the heating unit was not running, displaying FLO. As I looked at a neighboring pool heater that was running, I noted that it read HEA and then displayed a temperature. We immediately made contact with Vacasa and I continued to monitor the unit, trying to ensure that it did not come on at a later point. The next day Vacasa informed us that the pool heat was on. Upon inspection, nothing was different on our unit, nor did the water appear to have been warmed at all. The heater, which was a condensing unit with a fan, still was not running. Through texts and phone calls I continued to inform Vacasa that we were not receiving the pool heat that we had purchased. On Sunday, Vacasa finally agreed to send a pool technician out the next day to check our system. I requested they call before arrival so I could speak with them, and to ensure their presence. I never noticed a technician the first time they advised they sent one. My request for a phone call was denied, but we were at the house when the technician arrived. I noted that he had a pool filter in his hand and he expressed to me, "the pool heat should work now." He appeared to actually turn the heating unit on, as the fan began running and the pool was visibly different in it's filtering. I noted that the unit then displayed HEA 67. The pool heated to 75 before the unit turned off again at 5 pm Monday evening. On Tuesday our pool heated to roughly 90, full temp. I made contact with Vacasa and was informed there would be no compensation for the 4 days of no heat, claiming that it had been on. They agreed to comp 2 days, but that is not adequate.

  

  Business Response

  Date: 04/04/2025

  Good Morning,

  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 provided in full for the entirety of the pool heat fee. Let us know if we can assist you with anything else.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23156388
  
  I am rejecting this response because: the response is inaccurate. The fact that it claims the entirety of the pool heat was reimbursed, is just outright wrong. We were reimbursed for 4 days of pool heat plus applicable taxes. This is acceptable, as it was what factually happened. I still have no trust in Vacasa, as they continue to be unable to tell the truth, or the right hand does not know what the left hand is doing. So I do accept their response in part, but it was not reported correctly. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/01/2025

  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 had to stay at a condo in ************ for three nights and the room was absolutely filthy. Unfortunately, we werent able to check in until laterand then we had things to do so we werent able to leave. We had to purchase a bunch of cleaning products and new sheets as there on the bed as well as hair And bugs and dirt in every corner. Our shower was broken and filthy, and when we tried to get them to come fix it. They were rude and then sent two men into the room at ***************************************************** the room although Imthankful for them fixing it. They really acted like we were bothering them as far as cleaning. All they offered was for somebody to come in and re-clean and to refund $50 of the cleaning fee, the peoplebarely clean the same sheet were put back on the bed with the same stain, and there was still dirt caked on the floor. Our socks covered in black, and there was a ***** in the kitchen Unfortunately, we were so busy and we didnt have time to book anything nor could we find anything else or have the money to book else now this company is refusing to refund because we stayed and have handled the situation poorly. This was booked through ****** but a Vicasa rental

  

  Business Response

  Date: 04/02/2025

  Good Afternoon,

  We did send someone to come back to the home and they cleaned it as requested. The cleaning fee was refunded for this which is the standard policy for these things. We also sent a maintenance technician who assisted with the shower complaint as well. As we did our best to solve all the issues noted we feel at this time what was refunded is fair and warranted. No further compensation is approved at this time, thank you.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23147411
  
  I am rejecting this response because:

   

  you refunded a low amount of $55 when you allowed guests to stay in a building that had mold on the ceiling f**** on the sheets and dust coming out of the vents and as stated before, we are all very sick from this stay. 
  
  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 04/03/2025

  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 provided. We addressed the issues during your stay. We have also had our highest local management and Senior managers review this complaint and all documentation and found that the refund we gave you for the cleaning fee is fair. No other refunds will be considered or processed. 
  
  

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23147411
  
  I am rejecting this response because:

   

  legal action will be taken due to illnesses from staying in that room. Thank you.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/28/2025

  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.

  We experienced a rental home that the management company acknowledged theyd come and clean out a foul, fish smell in the refrigerator, making it unusable for the first 2 of 7 days, and they never called or came out at all. This left us without a way to shop for food for the first two days of our 7 day vacation.

  Customer Answer

  Date: 03/28/2025

  Full name is **** *****

  

  Business Response

  Date: 03/29/2025

  Hello ****

  We are reviewing your complaint and will be reaching out to work on a resolution.

  Thank you for bringing this to  our attention, We hope to come up with a fair and measurable resolution for you!

• Initial Complaint

  Date:03/26/2025

  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.

  We booked Sunflower Unit ******************* Feb 2025. One of the main reasons we chose this unit was because of the Vacasa *************** that was advertised as being included. Prior to booking we confirmed the shuttle service was in fact included, and we confirmed again prior to making our final payment. Having stayed in Steamboat with Vacasa the year before, we knew how important the shuttle was with 2 toddlers. With a rental car not an option for us Floridians, Ubers not an option because of the lack of car seats, and the city bus not a great option because its not a direct drop and require waits and walks with toddlers in the snowy elements - there isnt a reasonable alternative to the shuttle when traveling with small children. That is why the shuttle was so important to us and our 10 day vacation. When we arrived, we contacted the shuttle so we could go get groceries, and we were informed that the shuttle service was no longer offered. We called Vacasa customer service and requested to speak with a local manager to try and find a fair solution. We shared screenshots of our text and email communications with Vacasa that clearly documented the service as included. We were told multiple times, via multiple follow up calls that we would be contacted by someone local, but that never happened. We called and emailed each day, for the first 3 days of our stay, until it was evident there was not going to be a fair resolution. Vacasa did email us on the 4th or 5th day of our stay to inform us that they were going to credit us $180 for the inconvenience, and as a result, they were closing out the complaint. As a result, we were forced to set up private transportation to existing excursions and events, and my wife and I had to split up to take Ubers for grocery runs etc., and use the City bus when appropriate as a family. The cost and inconvenience of this was substantial, and at $1,000+ per night, we would have rented elsewhere if this was advertised correctly.

  

  Business Response

  Date: 03/26/2025

  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 provided. We refunded $180.60 on 02/22/2025. The local management was consulted about your displeasure with the compensation amount we originally discussed with you, and we were given a final compensation amount of $150 plus associated taxes and will not consider any further amounts.