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

  
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  Sterling Resorts

  1080 Highway 98 E Destin, FL 32541-2942

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  Sterling Resorts

  12011 Front Beach Rd Panama City Beach, FL 32407

• 

  Vacasa

  523 Gatlinburg Drive Gatlinburg, TN 37738

• 

  Vacasa

  13276 Alexis Dr Kamas, UT 84036-5517

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:08/15/2022

  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 book a house with several amenities. That upon check-in several of those amenities did not work. I call several times to report issues and 2 days into my stay they still have not been resolved. I called back and requested a sip to resolve. And was advised no ETA. And although the home showed the amenities in the pic becuase they were not listed on thier site thier is nothing they can. I am highly upset and disappointed with the level of service and response time to issues reported. I would like to have someone call me back to go over the lack is service and response time

  

  Business Response

  Date: 08/28/2022

  Thank you for sharing these details with us. We apologize for any inconveniences you experienced during your stay. It looks as though our local team was in contact with you and that we were able to address some of these issues.

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17720294
  
  I am rejecting this response because:
  Your local team did contact me to adv they need to speak with general manager to get approval in regards to any reimbursement.  Which is the response I have been getting for over 2 weeks. And everybody is just passing the buck. But no one yet has been able to resolve my issue.  I would greatly appreciate a call back from someone in the presidents office from vacasa to possibly get to the bottom and get my issues resolved. Thank you in advance for your help. 
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/06/2022

  Thank you for providing us these details. We apologize for the delay, we are waiting to hear back from our local team on the compensation request. We will contact you as soon as we hear from them.
  
  

  Customer Answer

  Date: 09/11/2022

   
  Complaint: 17720294
  
  I am rejecting this response because:I have been waiting for over 3 weeks to hear back from your local team. The local team reached once and advis d is waiting to hear back from the general manager on compensation. To this date I still have not heard back from your local team 
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 09/25/2022

  Once again, thank you for taking the time to provide us with these details. Please note that this has been escalated to the general manager of the region. They are reviewing your reservation and should be in contact to inform you of the decision once it has been made.
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  On 06/15, I told Vacasa that people complained that the patio door did not lock. On 06/16, ****** said that the the door was repaired. On 08/04, when we arrived at the condo, we complained to Vacasa that the door would not lock, the curtain Rod on the door was broken and falling down, the game that we wanted to play had half of the pieces missing, and the baseboards had cracks in them. Vacasa said that a repairman would be there within the hour. He never came. We complained that the ** in the master did not work, there were no sheets for the pullout, and not enough towels. Even though he complained daily, the only repairman who came said that he was there to fix the dishwasher. We ate out, and we never complained about the dishwasher. There was no detergent for the washer. As a senior citizen, I felt unsafe with the broken door. After I got home, I called Vacasa. I paid $1273.83 plus $35 for parking three nights. Condo #*** at the **** in ********* looks horrible. One of the windows in the master just locks on one side. The ceiling in the master is patched with white paint even though the ceiling is not white. The second bedroom has a breaker box on the bedroom wall and is kept shut with tape. There are no beach towels. When I went back and looked at the reviews, I discovered that the broken door was mentioned several times, including In August 2021. Vacasa said that it was fixed. The non-working tv and lack of sheets and towels were also reported. The property was grossly misrepresented. The photos must have been taken when it was new. ******* said that they can only refund me $300. We could have stayed at a very nice and safe hotel for much less.

  

  Business Response

  Date: 08/28/2022

  Thank you for providing us these details. We apologize for any inconveniences you experienced. As noted in your complaint, ****** in compensation was provided. We will be following up with our local team to see if any more compensation can be provided and will follow up with you here.
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  I rented an O.C. beach condo from Vacasa. The unit was okay. Nice location, the unit was outdated, and could have used some tlc, but overall fine. On the day we checked out, I washed my hands after our final cleaning, and accidentally left my watch on the counter. By the time I realized it, we were about 2 hrs away. I called Vacasa, they got in touch with house keeping, and luckily they had found my watch. The property manager, Jason P***, said he had gotten it from housekeeping, and would send it to me right away. I was so grateful that I would be able to get it back. Unfortunately that was not the case. Almost a week later, I received a call from someone in the office saying that I needed to send in a shipping label to have it shipped. I prepped a UPS shipping label and sent it to them. I then called to confirm they had received it. They had received the label, and gave the label and the watch to the property manager to ship out to me. The watch was never shipped. I have been trying for almost a month now to get my watch back. I've called countless times. Each time I'm told they need to talk to the property manager, and they'll call back. They never call back. I've tried to call the property manager, he never answers his phone, and his VM box is always full. At one point I was told that he had dropped it off (even though my tracking number showed that it had not been dropped off), and to call their local UPS location because it must be lost. I called UPS, they told me that every package that comes in the door is scanned. They said there is no drop box at that location so if it was dropped off it would have been scanned. It was never scanned. This experience has been absolutely unbelievable. I'm not sure what else I can do at this point.

  

  Business Response

  Date: 08/17/2022

  Thank you for taking the time to share these details with us. We apologize for the delay in the return of your watch. Our records indicate that it was shipped on 8/17 via UPS.
  
  

  Customer Answer

  Date: 08/18/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  UPS tracking number still shows that the package has not been shipped.  If the package was shipped with a different label please provide the tracking number, and/or the drop off confirmation receipt provided by UPS at time of drop off.
  
  
  
  Sincerely,
  
  
  
  ********* ****

  Customer Answer

  Date: 08/26/2022

  I finally received my watch.  According to the UPS label, it was shipped out on 8/22/22.  It's a shame that it took a BBB complaint to get it back, but I'm glad to have it.

  This complaint can be marked as resolved.
  

• Initial Complaint

  Date:08/15/2022

  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.

  Paid over $7000 to rent a vacation home May *****, 2022. When we arrived on Saturday the pool was full of sand from a recent storm and did not get cleaned until Tuesday morning. The second floor air conditioner stopped working and the temperature was 83 degrees in the kitchen, main living space and four bedrooms. I contacted the company multiple times during the stay and they finally agreed to refund $600. The company stated in a May 26, 2022 email that they would reimburse us $600 for the inconveniences but it could take 30 days due to the backlog of refunds. They also stated they could not refund the original credit card because the transaction had already been processed??? . Each time we contact the company ( approximately 14 phone calls) they tell us it could ***********-8 weeks for a refund check, but it has been 10 weeks and no refund. No one can tell us the date the check was processed. My time should be worth something, and I have spent hours dealing with this issue.

  

  Business Response

  Date: 08/16/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced and for the delay in your refund. We do show a check was finally processed on 8/12, and a ticket was created to expedite the payment. Please know that the checks are sent via **** standard mail and there is no tracking information. If you have not received your refund check by 8/29 please reach out to us. Your check was printed on 8/15 and can take up to 2 weeks for delivery.

  Customer Answer

  Date: 08/16/2022

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

   **I would like to note that I am accepting this response with hesitation.  I have been told multiple times since May 26, 2022, that the refund check had been issued.  Ironically, on the same date that I contacted my credit card company and the Better Business Bureau (08/15/2022) Vacasa said it has now cut the refund check.  I believe had I not pursued a resolution with the credit card company and the BBB, Vacasa would never have issued a refund check in hopes that I would just get tired and give up.  This is not a good way to run a business! I sincerely hope that this time they are actually going to follow through with their promise.**
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/15/2022

  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.

  Our family rented a condo through Vacasa in the ***** ******* complex on **** ********* *** *****, Cape Canaveral, FL 32920 from July 12 to July 18, 2022. The advertising of this condo was false. These are the issues we encountered: The first morning I woke up to a trail of ants coming from under the sofa that covered the coffee table. Two outside deck chairs were ripped, one was unusable and prevented us from eating as a family outside. The shower curtain had biohazard on it from the previous guest. The shower racks were rusted. There were only 4 towels making us do laundry on a daily basis. There were no beach towels as stated. The cooking utensils were in the drawer dirty with food. The pans furnished for cooking were peeling, scratched and unsanitary. The oven mitts and pot holders were dirty with food. The hot tub jets were not working. Lastly, the "private beach" was not private. Several times we witnessed groups of local kids using a code to access the beach. In fact, the first time my girls went to the beach alone they were propositioned by a young lady who repeatedly told them they were pretty and pressured them to attend a party at her house down the street to smoke and drink. My girls were so uncomfortable they had to leave the beach until we were present. This was one of the main reasons we rented this condo, because it advertised a private beach. We waited two years through Covid to celebrate the graduations of our daughters and this is not the experience we paid for. Furthermore, this is not what was advertised and what I thought I was paying for. I paid the rental, cleaning fees and booking fees all according to our contract and Vacasa did not uphold their end by furnishing what they advertised. I tried to resolve this issue before contacting you, but I am getting the "polite runaround". I am happy to forward our emails upon your request. I appreciate anything you can do to help right this wrong. Thank you - ****** ******

  

  Business Response

  Date: 08/16/2022

  We appreciate you taking the time to share these details with us. We are sorry to hear about the inconveniences you experienced. Our records indicate that you didn’t report any of these issues prior to your departure and we were not given an opportunity to address them.. Our rental policy which was signed by you, states: The Property is provided as is, and we are not responsible for the inoperability or unavailability of any amenities. You agree to contact Vacasa, using the contact information provided in your confirmation email, as soon as you notice any maintenance or housekeeping problem, or any potentially hazardous condition, at the Property, or if any incident occurs at the Property that is related to such a problem or condition. You further agree to give Vacasa a reasonable amount of time to respond to your report and to cooperate with Vacasa’s efforts to address the concern or provide a remedy. We will take reasonable and appropriate steps to remedy any reported problem as soon as practicable. As we were not given the opportunity to address any of the items you mentioned, will not be providing compensation.

  Customer Answer

  Date: 08/22/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have enclosed a photo of my phone records showing two calls made to Vacasa on July 13, which addresses your non-contact issue.  Additionally, Merriam Webster defines an amenity as "something that helps to provide comfort, convenience, or enjoyment" cleanliness is NOT an amenity.  DBPR states the following as a condition of licensing in the state of Florida: "keep the establishment free of vermin" Ants covering a coffee table is a violation.  "keep the unit clean, safe and in good physical condition" Chairs broken and rusty shower racks is a violation.  "Vacation rentals are also expected to maintain certain standards, such as hygiene, to retain their license" biohazard on the shower curtain is a violation.  "If you provide dishes and glassware, you must sanitize all of them between guests" food on items in kitchen is a violation.  "The DBPR can revoke the licenses of those who fail to comply". Irregardless of you inserting "as is" in your contract, it does not dismiss your obligation to the state of Florida.  The fact that you use this to take advantage of the general public who in good faith pay for with their hard earned money and uphold their contractual end of a rental agreement is not only dishonerable, but bullying with your legal jargon and dismissing us is inexcusable.  I fully intend to make a complaint with Mr. ****** *** ******** at the DBPR and include the pictures of your violation. It is my hope that they are made aware of your business practices and how you ignore their licensing requirements to walk on the little guy.  This does not even address the safety concerns my daughters experienced on your "private beach".
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 09/02/2022

  I have already sent you a screenshot from my cell phone where I called two Vacasa locations while on vacation. To prove it was Vacasa, I tried to screenshot the white pages listings for the two numbers, but I have gotten an error message three times saying the file is to big.

• Initial Complaint

  Date:08/15/2022

  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.

  Vacasa has failed to reimburse us $4,821.75 for utilities paid to them by people renting our home in ******** ** from 11/19/21 through 4/3/22. Vacasa took over management of this rental from *************** in Ludlow **. Our renters paid Vacasa for the utilities in May, 2022. By contract, this reimbursement is supposed to be paid within 45 days of end of lease. We have requested reimbursement since June 2022. Vacasa has provided a variety of excuses, from needing high level approval to slow payment processing to a "glitch" in the payment system. The local office is in Ludlow, ** and is managed by General **********************************: *************************************** ************. She continues to tell ** she is "checking on this" with no results.

  

  Business Response

  Date: 08/28/2022

  We appreciate you taking the time to share these details with us. We have contacted our owner support team about the utilities fees. It looks as though those are being handled. It took some time to work through the details of the long term rentals. Our records indicate that we werent sent the utility bills as they came, but all at once in late April/May. It looks as though a check has been mailed to you for the credits and it should be arriving any time if it hasnt already. 
  
  

  Customer Answer

  Date: 08/28/2022

   
  Complaint: 17716828
  
  I am rejecting this response because:  This complaint has not been resolved.
  On August 18 we received an email from *************************** of the Ludlow ** office saying that Finance had sent a check to us.We verified that it was sent to our home address.To date (August 28) we have not received a check.
  Vacasa purchased the long term rental contracts from *************** ** at the end of October.We were told in November by ******************* that Vacasa did not know how to handle reimbursement of utility expenses.Vacasa had six months from November through April to figure out how to do this. A company of this size does not have financial staff or procedures to handle a simple reimbursement?
  All utility expenses are submitted at the same time in April, following the end of the long term rental per the terms of the contract.There is no policy or contract clause requiring utility expenses to be submitted as they occur.
  Once we receive payment, we would like all reference to our rental property removed from Vacasas website and records. At this time it is listed as an inactive property.As further testimony to Vacasas incompetence, after we indicated in writing that our property would NOT participate in the short term rental program, we received notice that it had been rented for a weekend in June.That rental was moved after we complained.Shortly after that, we received an email, phone message and text (all at the same time) from another Vacasa person saying that they were pleased we wanted to do business with them in the short term rental program and looked forward to serving us.Another example of gross mismanagement and poor communication.
  
  Sincerely,
  
  ***** And *****************************

  

  Business Response

  Date: 09/01/2022

  Once again, thank you for providing us with these details. Please know that when checks are drafted, they have to be drafted through the bank, and this process takes a bit longer 4-6 weeks in some instances. We appreciate your patience while the process completes and the check is mailed.
  
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17716828
  
  I am rejecting this response because:  On August 28th we received a response from Vacasa that said:  "It looks as though a check has been mailed to you for the credits and it should be arriving anytime soon if it hasn't already."  Today - September 7, 2022 - the company now says "it will take 4-6 weeks to process and mail a check."  So in addition to lying to us in the message of August 28th, we now have to wait an additional 4-6 weeks to receive a check?  How can we believe that we will ever receive payment?  We request that Vacasa expedite the process and provide us with payment of OUR money (not THEIR money) as soon as possible.  This is totally unacceptable, especially the lying.
  
  Sincerely,
  
  ***** And *****************************

  

  Business Response

  Date: 09/14/2022

  Once again, thank you for sharing these details with us. It looks as though originally a credit was requested to be on your July statement, but there was some glitch and it wasnt processed at that time. So yes, a check then had to be requested and as noted previously this process takes far more time as the checks are processed by the bank and not by us directly. We do apologize for any inconvenience this causes. Please let us know if you havent received a check by Oct. 1

  Customer Answer

  Date: 10/01/2022

   
  Complaint: 17716828
  
  I am rejecting this response because:  Today is October 1, 2022.  You told us to contact you if we did not receive a check by today.  We have not received a check.  So once again we have been told "the check is in the mail" and it was not.  Another "glitch" which is unacceptable.  Our money is now five months overdue.  What is the excuse this time?  
  
  Sincerely,
  
  ***** And *****************************

  Customer Answer

  Date: 10/06/2022

  Today is October 6, 2022 and we have NOT received a check from Vacasa for the money due us. 
  

  Thank you.
  ***** and *****************************

  

  Business Response

  Date: 10/13/2022

  Thank you for letting us know. Our records indicate that a direct deposit was confirmed on 9/22 Please reach out to your financial institution for more information.
  
  

  Customer Answer

  Date: 10/13/2022

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

• Initial Complaint

  Date:08/14/2022

  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.

  Upon arrival our room was not clean at 4pm. (Check in time) The cleaning lady stated she needed 30 more minutes. We waited another 2 hours in the parking garage. Upon entering, my daughter in law was sneezing. She only does that if there is a cat or dust. The thick build up of dust was disgusting on the laundry doors and the fridge. We had to call housekeeping back out. There was blood stains on the walls. Pee stains and blood stains on sheets, we wanted to vomit. The lady was called back and took a broom and swept the dust off of the laundry room blinds on to the floor and left it. I sent all the pics and told Vacasa not to send her back. Even the towels were stained. I went out and purchased cleaning supplies and ended up going and buying 4 sets of sheets and towels. The free tickets we were supposed to get seemed to be a gimmick .. The next day we tried to go to the water park and for 3 hours we tried calling to get tickets and no one answered. For 2 more days we tried and same thing! Vacasa sent me a text and said just go to the park. We were turned away. Tried to call 800# got hung up on again. After driving 45 minutes each way, 9 hours spent trying to call. We went to the office on site in the gross building across the street 2x and no one was there. On my birthday August 11 our last night, we had cockroaches. People were throwing things off the balcony and hit my husband in the head in the pool. I can go on and on about how horrible this was. My son is in the Air Force I had not seen him in 5 years because he lives overseas. It was supposed to be an amazing reunion and it was a disaster. I paid $2778 for 5 nights. I spent 2 days shopping, cleaning and trying to deal with management and a third night exterminating roaches. A wasted a day driving. Id like a refund. If I could have afforded to go somewhere else or leave we would have but I wanted to spend time with my son and my grand baby who I just met for the first time.

  

  Business Response

  Date: 08/17/2022

  We appreciate you taking the time to leave us these details. Were sorry for any inconveniences you experienced during your stay. Weve reached out to our local team and they have agreed to refund 50% of your stay. As you were previously refunded ******, a refund of ******* will be processed. 
  
  

  Customer Answer

  Date: 08/17/2022

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

• Initial Complaint

  Date:08/14/2022

  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 reserve a 1 bdr Ocean front view see description on the rental add. @ Coastal Bliss V *********************************************************** reservation MJA815AJ. We drove 5 hours from ********* We arrived @ 4pm to the rental the july 23 until july 30..So 7 nights..When we enter it was smelling **** and a big stain on the sofa where my sister was suppose to sleep. The blinds were down and broken.. When we open them the view was the building across . Our room the view was the wall of the *********** We need to leave close the window in the living area because also after our unit 2 more units and guest were passing in front our windows to go down the stairs. Also no possibility to open window for fraiche air. I call 3 time finally somebody said they will call me back. I finally call them again at 20h45 and said to spend the night there. No bedding for the sofa for my sister so we use the 3 bath towel and the day after somebody will call me to move to a different unit. I told them I will leave if they do not change us and request a full reimbursement of the rental day after Monday no new we drove to the office on Mission Bld La Jolla. Talk to 2 people said they will contact the manager I ask them for bedding for my sister they told me again I will get contact on Tuesday or Wednesday. The day after nothing on thursday spoke with a manar from Platform in ******* said somebody will contact me later. Finally end afternoon they said they understand and they will credit my account of $350 for compensation of the view????? They make me wait for 5 days to said they will not move us and they will compensate us with $350 who will be in our account at the end of the Sejour??? .Today I spoke with ******* regarding my case ID ticket *******. After calling 3 time during this week. He said what I expect ??? I give him all the issue of my claim and he said the $300 received was for the issue with cleaning and the view, Nothing more I will receive I request $500 more?

  

  Business Response

  Date: 08/15/2022

  Thank you for taking the time to share these details with us. We apologize for any issues you encountered during your stay. The issues you reported were non emergent therefore did not constitute moving you to a new unit. We provided compensation for the issues you encountered and we believe it was a fair amount. We will not be providing further compensation.
  
  

• Initial Complaint

  Date:08/14/2022

  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.

  We booked a stay at a property with Vacasa, and the cottage did not have any hot water, and the grill didnt work. When I called the business, they stated they couldnt get anyone out there until the next day. We were only staying two nights. The property manager came the next day and said the water heater was fixed. But, we tested the water, and it wasnt hot. We did not have hot water for the two nights. We I asked if they had plans to fix the issues before another person stayed there, I was told that wasnt an issue. My concern is that others will run into this same problem because Vacasa did not seem concerned that this was an issue.

  

  Business Response

  Date: 08/16/2022

  Thank you for providing us these details. We apologize for any inconvenience you encountered during your stay. It looks as though we were able to address the issue as well as provide some compensation.

• Initial Complaint

  Date:08/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

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  The complainant verified the issue was resolved to their satisfaction.

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  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.

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  Renting a house at ************ through Vacasa. When arrived on site for vacation on 8/11 the entertainment center was broke, an arm of a bar stool was broke, a chair top wasnt even attached to the chair, ants all over in the window seal in spare room, toilet in spare bathroom isnt bolted to the floor, therefore it rocks when you try and use it, the fan in the living room wont work, the light in the spare bedroom light wont work. The couch is so worn out your sitting on the floor. Have 7 guests, they supplied 6 towels. Reservation was for a week, no where on the reservation does it say we have to supply anything when asked for more than 2 trash bags they told me I have to supply it meanwhile we paid **** dollars for this home and was never informed at reservation time. I was told the day we arrived someone was supposed to reach out and never have thus far, its been 3 days.

  

  Business Response

  Date: 08/23/2022

  Hello *******, 
  

  Thank you for providing us with your feedback. We are sorry to hear that your stay did not meet your expectations. We have passed along your feedback to the local manager. We can confirm that the fans are working properly. The living room fans can be confusing as there are two switches for the fan lights and a third switch for the fan. There are also remotes for the fans. It appears this may have been a user error. To clarify, we do not provide an extra supply of towels. There was one set per eight guests as the maximum occupancy at this home is eight. The toilets have been inspected and are bolted fine. No issues were found. We are currently in the process of replacing one of the bar stools. They have been ordered and are waiting for delivery. No compensation will be provided at this time for these concerns.

  Thank you for staying with us. 

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17714330
  
  I am rejecting this response because: the house was NOT set up for 8 guests it was set up for 6! We had 6 towels and had to wash every other day. The toilet in the spare bathroom most certainly is not bolted down and if someone sets on it and gets up you will see! It hits the wall when you get up. Im aware of the double switch in the living room for the fan and it would NOT work!!  ALSO ANTS ALL OVER IN THE SPARE ROOM. All over the dresser and a c*** ***** right outside the door. We had to unplug the vacuum cleaner for it to work, makes me wonder how they have been vacuuming the carpet? 
  
  Sincerely,
  
  ***********************