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

  926 NW 13th Ave Ste 200 Portland, OR 97209-3083

  
• 

  Sterling Resorts

  2048 W County Highway 30A STE 107 Santa Rosa Beach, FL 32459-0198

• 

  Vacasa

  731 Pennsacola Beach Blvd. Pennsacola, FL 32561

• 

  Splash Resort Panama City Beach

  17739 Front Beach Rd Panama City Beach, FL 32413-5903

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:03/25/2025

  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 had an experience where the home had a bunch of flying ants. The first day we saw a few but it's in the ***** so we didn't worry too much the next day I let the rental company know they said they couldn't do anything for three days. By the time we were ready for bed the ants were everywhere. On our pillows drinks and even in my husbands CPAP mask. Sent videos and photos they said they couldn't do anything for days and sorry for the inconvenience but nothing else. I told them that we couldn't stay there in a bed with ants crawling on us. Again they said sorry for the inconvenience and nothing more to help. We don't have the money to rent another place that took all of our budget. So we packed up and drove over an hour home at a 11pm. This ended our vacation three days early . Never renting from a home with Vasca again I would be worried if I was anyone thinking about renting through them. This was also not the home we first rented. We were moved there after the stairs on the first house were too dangerous to reach the home.will never rent from this company again.

  

  Business Response

  Date: 03/25/2025

  Thank you for taking the time to share your experience with us. This has been brought to the attention of our local team and will be reviewed further to  verify if any refund can be issued to you. Someone will be on contact with you with any updates as soon as they are made available to us. Please call us direct at ************** if you have any questions or concerns. 

• Initial Complaint

  Date:03/23/2025

  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 reserved a one bedroom vacation rental thru Vacasa on February 1st paying &*******. On March 22nd our son informed us that if possible they would like to join us as they had found reasonable airline tickets. I called Vacasa and asked about the possibility of a transferring our one bedroom to an available 3bedroom. The agent I spoke with said absolutely that was possible, the 3 bedroom unit rented for $3947.46 which meant according to him I would be charged the difference. $2145.78. I called our son and told him yes order the tickets. The agent asked for my credit card info and sent me a confirmation email. He then said he needed to put me on hold and after 30mins he was like I need to talk to my supervisor regarding this. Over 2hrs later I finally received a call from a supervisor informing me that they were unable to do that and my only option was to cancel the 1bedroom and see if it could be re rented? I talked to another supervisor and it was the same . They are sorry the employee was not informed that in ************** that is not an option to change from one rental to another with the company. I feel like they are in error as now we need to rent a whole new unit for our son as they purchased their airline tickets due to the misinformation from the agent. Unfortunately they only have the 3bedroom available so we are up in the air as what we are currently doing. This is all documented at the company Reservation number initial E4YRSXNK Reservation that he said he made but really wasnt correct because no money was applied W18FPB6V. Thank you ***** *****

  

  Business Response

  Date: 03/25/2025

  Thank you for taking the time to share your experience with us. The home you booked is a North Carolina home and has specific rules and regulations when it comes to canceling. This is noted under "Unit Specific Terms" under the cancellation policy you have access to prior to finalizing a booking with us. Unfortunately, we are unable to issue any refund or allow you to move any paid funds to another home due to this policy. We have reopened the home for potential bookings and if the home rebooks you will be refunded what the home rebooks for. Please be sure to keep an eye on the schedule to see if it rebooks and contact us so we can see if you would be due any refund. 

• Initial Complaint

  Date:03/22/2025

  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 booked a Vacasa property thru ****** in August of 2024 for rental for one week in June of 2025. The rented property was an oceanfront/beachfront house in ***********, **************. I purchased approximately $7,000 of airline tickets for our family to fly to and from **********, ** for this vacation. Last week Vacasa notified me that the rental property was no longer available. No reasonable alternative was provided by Vacasa. Vacasa said it did not have any oceanfront/beachfront houses available for those dates and encouraged me to consider alternative dates, which was not practical because of the previous purchase of airline tickets. So Vacasa said there was nothing they could do. Vacasa refused to pay anything towards a similar property for me that was going to be more expensive than the property of Vacasa that I had originally reserved. Vacasa only offered to refund my deposit which it was obligated to do anyway because I had free cancellation until a few weeks before our stay. I immediately attempted to find an alternative similar property. I was able to find only one similar property for the required dates and it was $4,000 more than the cost of the Vacasa property that I had originally booked. I booked that property thru ******, which after negotiation paid for one-half of the additional $4,000 cost. In conclusion, despite the fact that Vacasa cancelled my reservation and cost me an additional $2,000 (after ****** assistance), Vacasa has refused to do anything. Vacasa has refused to take any responsibility and has refused to assist in the additional costs that I incurred as the result of Vacasas cancellation of a reservation that had been in place for 5 1/2 months prior to Vacasas cancellation of the reservation.

  

  Business Response

  Date: 03/23/2025

  Thank you for taking the time to share your experience with us. Vacasa does not own the homes and therefore has no control over if the home becomes unavailable due to the owner leaving the rental program. The policy is also made clear within the rental contract that in cases such as this Vacasa does reserve the right to substitute the home if for any reason the home becomes unavailable. 

  Substitution of Property. On rare occasions, due to ownership changes, properties being removed from rental use, or a need for extensive repairs or maintenance, the Property may not be available for rental on the dates of your reservation. In this unlikely event, Vacasa reserves the right to substitute a comparable property. If comparable accommodations are not available, you will have the option of (1) selecting from other available properties (in which case you are responsible for, or will receive the benefit of, any difference in cost) or (2) receiving a complete refund of your reservation payment. In the event of a substitution of rental properties, all Terms in this Agreement, plus any Unit-Specific Terms specific to the substituted property, shall apply to your stay in the substituted property.

  You have been issued a full refund due to the home not being available. You were also offered a 10% future stay discount toward any future stay so we will not offer any further refund to you. 

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23103401
  
  I am rejecting this response because:
  
  Sincerely,
  
  *** ********

  Customer Answer

  Date: 03/26/2025

  Vacasa responded by referencing their policy.   I was never provided in writing any policy that they referred to in their response.

   

  If Vacasa books a property for someone like me, they need to have the binding  contractual right to book that property and not leave people high and dry.

   

  The policy that they are referring to in not conscionable.  Just another example why I will never book a Vacasa property in the future.

  

  Business Response

  Date: 03/27/2025

  The Vacasa Rental agreement was provided to you in the trip manager and was accessible to you before your check-in and until the reservation was canceled. The reason why we had to find an alternate unit is because of the owner's move request due to unit termination from our rental program. In the Rental agreement, under Additional Terms and Conditions letter S., it says:
  
  S. Substitution of Property. On rare occasions, due to ownership changes, properties being removed from rental use, or a need for extensive repairs or maintenance, the Property may not be available for rental on the dates of your reservation. In this unlikely event, Vacasa reserves the right to substitute a comparable property. If comparable accommodations are not available, you will have the option of (1) selecting from other available properties (in which case you are responsible for, or will receive the benefit of, any difference in cost) or (2) receiving a complete refund of your reservation payment. In the event of a substitution of rental properties, all Terms in this Agreement, plus any Unit-Specific Terms specific to the substituted property, shall apply to your stay in the substituted property.
  
  We offered alternate unit options, which you declined. We even sent you an alternative for the exact dates you needed, but it had to be booked on the Vacasa website, not ******. We offered to book this unit for you after giving you a full refund on the original booking. We ended up refunding the original reservation in full on 02/24/2025 at your request.  We understand the reason you asked for compensation. We were able to get approval for a 10% future stay discount on a new booking. Our relocations department did their best to accommodate you and even gave a discount for the inconvenience. If you would like to see a copy of the entire rental agreement, please reach out to us by phone, email, or text. 
  
  

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23103401
  
  I am rejecting this response because:

  I don't recall ever receiving this alleged rental agreement and I am not able to review ****** so see if I did.  Nevertheless, I never agreed to it, and therefore it was not an "Agreement."  Vacasa states that it was "available" to me, and not that I ever agreed to it.  Vacasa never got my agreement.  We had to have a replacement property for specific dates because I spent $7,000 on plane tickets for people for those specific dates.  No comparable property was ever offered to me by Vacasa, so please do not make it sound like I declined comparable properties.  The property initially promised by Vacasa was for a beachfront, oceanfront property, and a comparable property was never offered.  I was never offered this 10% discount that was referenced by Vacasa.

  If Vacasa is going to offer properties on ******, then Vacasa needs to have a binding enforceable agreement with the property owner and not one that allows the property owner to get out, at any time, of renting the property.  That should be Vacasa's fauit, and not mine.  

  Vacasa's actions cost me $2,000.  Now they are using an "Agreement" as an excuse and this was never an "Agreement" as I never agreed to it.

  The only mistake I made was not checking the reviews for Vacasa before booking the property.  Vacasa's reviews are terrible.  ****** stepped up and paid $2,000 towards the predicament that Vacasa caused.  Now Vacasa should step up for the problem they caused that cost me $2,000.

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

• Initial Complaint

  Date:03/19/2025

  Type:Product 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.

  3/13/25-Purchased vacation rental in ******* through VACASA. Took advantage of financing through AFFIRM with no deposit or payment due until 4/13/25. 3/13/25-Received confirmation email of rental. Receipt did not say if not cancelled within 24 hours that I would still be charged booking fee and taxes.3/14/25-Cancelled rental due to unforeseen circumstances. Over the weekend of 3/15/24-3/16/24 was still receiving emails from ****** about the new loan to pay for rental.3/16/25-Received cancellation email from VACASA 3/19/25-Contacted AFFIRM to see why loan was still active. They had not yet recd cancel from VACASA but process a refund of ******. Now ****** says I still owe $160.18 which would be the book fee/taxes. I contacted VACASA and they said they didnt receive my cancel until 3/16/25. I also had to contact the travel insurance company because they had not been informed of cancellation yet either. Requesting VACASA to cancel entire transaction with Affirm so I do not owe remaining amount of $160.18 in booking fee/taxes.

  

  Business Response

  Date: 03/20/2025

  Thank you for taking the time to share these details with us. We are sorry that you had to cancel your trip. The rental contract that you agreed to upon booking states: If you cancel within 24 hours of booking, you'll receive a full refund. After that (unless stated otherwise in the home description and unit-specific terms), if you cancel 30 or more days before the first night of your reservation, you'll receive a refund of any rental payments you've made, minus the booking fee. 
  We also noticed that you initiated a chargeback with your bank or credit card company. At this point, we cannot consider an exception to the normal policy until the chargeback has been finalized. If you wish to discuss this further, please call our customer experience team at **************. 
  
  

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23088596
  
  I am rejecting this response because:  If Vacasa is willing to refund the remaining amount back to me $160.18. I will stop the dispute with Affirm.  Otherwise, it could take up to 60 days.  
  
  Sincerely,
  
  ***** ******** ******

  

  Business Response

  Date: 03/21/2025

  Good Afternoon,

  Once a chargeback is issued with your credit card company any communications from that point going forward have to be resolved with your bank. To follow up on any refund you will need to contact your credit card or banking institution.

  Let us know if you have any further questions or concerns. 

  Customer Answer

  Date: 03/21/2025

   
  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, although I believe I will never see that$160.00.  Vacasa rips people off.
  
  Sincerely,
  
  ***** ******** ******

• Initial Complaint

  Date:03/14/2025

  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 stayed at a vacasa property in steamboat, ********. March 6th to March 9th. On the second day we realized there were bed bugs and reported it immediately. We were offered a refund and were told we would get a call from the local office. We never got a call from the local office. We called back the next day and they said they would put an urgent message in to the local office to have them call us. We still never got a call. We were not offered a different place to stay, nor reimbursement for alternative lodging, nor help with mitigation of the bed bugs when we left. Bed bugs are very expensive if all precautions are not taken post encounter. I personally had 15+ bites that were excruciatingly itchy through today (1 week later). Tomorrow is my birthday and I still have scabs from the bites on my arms, inner thighs, and back. We still havent gotten either of the follow up calls we were promised. A full refund is not compensation for the situation. Additionally the license in the rental stated that they were approved for 5 persons and yet the condo is listed as fitting 10 and also says so on the door on a printout.

  

  Business Response

  Date: 03/14/2025

  We appreciate you sharing this information with us. We apologize for any inconvenience you experienced. Were having some difficulties locating your reservation information. If you would please provide us with the reservation confirmation and the name associated with the reservation were happy to look into this further.
  
  

• Initial Complaint

  Date:03/13/2025

  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.

  They told me I couldnt get a refund, then told be I could do a rebook refund if the place books for those dates theyll refund me. Place has booked and now they are saying no.

  

  Business Response

  Date: 03/14/2025

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that a partial refund was provided. We processed a refund of $403.38, which is all of the money paid minus the booking fee of $94.44. This refund was processed on 03/13/2025 and should be visible in your account within 5-7 business days. Please call us if you have any questions.
  

• Initial Complaint

  Date:03/12/2025

  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.

  Rented a home from Vacasa, there were discrepancies in the listing but we are easy going people and can deal with little issues, the real problems started when we checked in..We were looking g for a place in the water to dock our boat, listing stated direct access to waterway via dock, when we recieved the rental agreement after reserving it stated no boats allowed and no pool heat, 2 things not in the listing description, I called Vacasa to cancel, they said it would cost $300 even though I believe they misrepresented the rental, we decided no big deal, we will make it work. We arrive at rental and its filthy, Floors had not been swept, rice still on countertops, toothpaste and spit spatter all over bathroom mirrors, dog hair all over master bedroom, empty toliet paper roll on the floor again we thought whatever, we will clean it up. As Im cleaning Im thinking if they missed a toliet paper roll in plain sight on the floor did they even clean, checked out the bedding and there was makeup and possible mold all over the pillowcases. I Get a hold of someone from Vacasa, they say a team is in there way. While were waiting, we go to cook a pizza to feed the kids in realize there is no oven, in the description it says full kitchen for all your cooking needs. Most our meals are made with an oven groceries have been bought with an oven in mind. We decide to cook something else and go get a pen and see all the kitchen cabinets are full of mouse p*** Team never shows up that day, I contact them again the next morning, Im again told a team is on their way, nobody up, we are now on the third day with nothing happening, we want to leave and find a different place, but they wont refund themoney, feel like were being held hostage, We cant leave because we dont have the money for another place, paid $2500 for this one.

  

  Business Response

  Date: 03/12/2025

  Thank you for taking the time to share your experience with us. This has been looked into further for you and it seems you did get a confirmation email within 24 hours of booking notifying you the boats are not allowed. We do however show that someone from our local management team did call you on 1/21/2025 letting you know you would be able to bring a boat as long as you had lines and fenders to tie the boat up. You were also notified the number of guests you were planning on bringing which was over the maximum occupancy listed was also allowed. The remainder of the cleaning issues are being addressed with our local management team and you request for a refund has been submitted and being looked into. 

  Customer Answer

  Date: 03/13/2025

   
  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. We finally made contact and they are in the process of fixing the issues. There was a delay in response to the problems which made us feel we were being scammed and taken advantage of. When the area manager called she was polite, professional and did everything possible to correct the situation. Although there were issues that put a damper on the vacation, they are trying to make it right. I would like to withdraw my complaint, the area manager did a great job fixing the situation 
  
  Sincerely,
  
  ********* ************

• Initial Complaint

  Date:03/11/2025

  Type:Product 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 in ***************, **** via ****, hosted by ***************************. Communcication through **** before booking was fine. After booked, I used the Contact Host through **** for questions on the property & never received a response. That should have been my 1st red flag. Close to arrival, I contacted Vacasa via the number they provided for text response and asked the same questions, the coffee pot and that the listing said the driveway and garage may not be available. I also called customer service the day of arrival. They read me a canned answer, not addressing that their website said the driveway and garage may be out of service. I could see the house was vacant and asked for a 1-2 hour check in and was told no.When we arrived, the house was fine. We stayed Thurs, ********** I saw mouse f**** in laundry closet on Saturday. I was unpacking my kids clothes from secondary bedroom & noticed mouse f**** in the drawers where her clothes were. I found mouse f**** in the corner of the bedroom by the nightstand and f**** ran along the baseboard, under the bed, just feet away from her pillow. I found mouse f**** in the corner of the loft, primary bedroom corner and along the baseboard under the headboard. On Sat I texted the same number for Vacasa I had already been texting with, when they confirmed that we could not check in an hour early. Received no response. Followed up the next ************** said they never received my texts so I sent an email per their request. That was early Sunday morning. It's Tuesday and have received zero response. I have rented many properties. Most hosts are very responsive and you normally get to correspond with the same person. At Vacasa, each time you text or email, a different person replies so no one ever helps you or is held accountable. And apparently, they only respond to VRBO messages before you book.I would like reimbursement for being exposed to hazardous waste that can carry disease.

  

  Business Response

  Date: 03/12/2025

  Good Afternoon,

  We appreciate you sharing these details with us. We apologize for any inconvenience you experienced.  We have reached out to our local team for further information and to see if they are willing to provide compensation. We appreciate your patience while we wait for their response.

  Customer Answer

  Date: 03/14/2025

   
  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.  I was contacted by the company and a partial refund was issued.  While dealing with Vacasa was very difficult, I am satisfied with the outcome.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:03/11/2025

  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.

  I recently rented The Sanctuary cabin in Pigeon Forge through Vacasa, and my experience was extremely disappointing. Ive rented several cabins in the past, and this was by far the most poorly managed.1. Jetted Tub Did Not Work One of the main reasons I chose this cabin was for the jetted bathtub, as I suffer from four bulging discs, two herniated discs, and two pinched nerves. I genuinely needed this amenity for pain relief. Unfortunately, the tub never worked during our stay.On day two, a maintenance worker was sent but could not fix it. Instead, he left the controls hanging loose, which became a safety concern.On day three, an outside vendor came out but also failed to repair ***** one informed us that the tub should not be used. When we tried to use it, it leaked through the ceiling, damaging my daughter's bag and cell phone. Her phone is still having issues from the water exposure.2. No Hot Water in Showers The main and upper floor showers had almost no hot water for all three days. I reported this to management, and their response was that the cabin had only one water heaterwhich is completely unacceptable for a multi-level rental.3. Dirty Hot Tub Upon arrival, the hot tub was filthyfull of twigs, leaves, and dirt. We had to fish out the debris and attempt to clean it ourselves. It was one of the dirtiest hot tubs weve encountered in any cabin rental.4. Safety Concerns The front porch light was burnt out, making unloading in the dark difficultespecially in an area known for bears and wildlife.The sliding glass door on the lower level did not lock. My autistic son slept near this door, and autistic children are prone to wandering. This was a major safety hazardhe could have easily gone outside, fallen down the steep mountainside, drowned in the hot tub, or gone missing overnight.5. Poor ************************** Compensation ********************** offered a measly $60 refund and half of the hot tub fee ($22.50)

  

  Business Response

  Date: 03/12/2025

  Good Afternoon,

  We appreciate you sharing these details with us. We apologize for any inconvenience you experienced. We have reached out to our local team for further information and to see if they are willing to provide further compensation. We appreciate your patience while we wait for their response.

  
  

• Initial Complaint

  Date:03/11/2025

  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.

  We had a disastrous customer service experience with ********************** during our recent 4-night rental in **************************. On the first day, March 3rd, 2025 the water went out, and when we contacted Vacasa, we believe we were routed to a call center in *****. They informed us that it was a local utilities issue and assured us the water would be restored shortly.The next day, we spoke with the actual water company employees and learned that we were under a boil water advisory while the water was still working, a warning Vacasa never communicated to us. This negligence on their part was unacceptable, notice attached.When we called and texted Vacasa the following day, they told us to check a valve "behind the fence," but there was no fence, and local workers were still searching for the leak. It seemed Vacasa was trying to dismiss our concerns.We requested to speak with the local office, but the agent refused. We then found a number for Vacasa in ***** through ****** and made some progress, but they continued to insist the water should be on soon, despite local workers confirming they hadn't found the source of the leak. Future guests should call corporate at ************.In the meantime, we had no functioning toilets, couldn't cook, and couldn't shower. We explained to Vacasa that this was a significant issue, but they insisted it was our problem, not theirs. They didn't offer to move us to another unit.After telling them we had to stay in a hotel for sanitation reasons, we received a partial refund of 345.60 out of 665.12 paid. However, they have stopped responding to our requests for further compensation to cover the 2 hotel nights and dining expenses since we couldn't cook in our rental.The unit also advertised a wood fireplace, but when we arrived (with our own wood), there was a sign saying we can't use the fireplace.Vacasa failed us miserably, and based on our experience, I wouldn't expect anything different if you encounter any problems.

  

  Business Response

  Date: 03/12/2025

  Good Afternoon,

  We appreciate you sharing these details with us. We apologize for any inconvenience you experienced.  We have reached out to our local team for further information and to see if they are willing to provide further compensation. We appreciate your patience while we wait for their response.
  
  

  Customer Answer

  Date: 03/21/2025

   

  case ID number ******** to update the status of your case

   

  This case has not been resolved

   

  I have not heard anything from the vendor

  

  Business Response

  Date: 03/21/2025

  Good Afternoon,

  An additional offer of a $38 was offered. We feel at this time what was offered is fair and warranted and we will not be offering any further compensation at this time.

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

  Customer Answer

  Date: 03/23/2025

   
  Complaint: 23049243
  
  I am rejecting this response because:

  I have not received an offer for $38.

  Also we still want $150 as we had to pay for lodging at another location because the lodging provided by Vacasa had no water.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/25/2025

  Unfortunately, we are not going to issue any further refund to you as the issue with the water being out was out of Vacasa's control. We do apologize for any inconvenience of this. At this time as you have also filed a dispute with your bank any further communication in regards to refunds will need to go through your bank. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23049243
  
  I am rejecting this response because:

  We paid for a place to stay where we could eat, shower and use the restroom.

  All these were impossible at the condo provided by Vacasa.

  If we are refunded $150 we will be happy with Vacasa's response.

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