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

  523 Gatlinburg Drive Gatlinburg, TN 37738

• 

  Sterling Resorts

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

• 

  Vacasa

  13276 Alexis Dr Kamas, UT 84036-5517

• 

  Vacasa North Carolina LLC

  5184 US Highway 74 W Whittier, NC 28789-8347

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:08/10/2022

  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.

  Below is a summary of the communication to Vacasa. They responded each time I followed up with the same response. Someone will look at this (see attached). This is the same type of response we received while in the house (see attached). I have attached text messages, emails and pictures.
  
  Confirmation Number: *********
  Our stay at this Vacasa home at ***** ****** in Orlando Fl. was uncomfortable, unsafe and all around unbearable. Upon arrival the house was around 87 degrees not a good first impression. When adding water to our Zero Water filter pitcher I noticed large amount of mold on the faucet and spent about 30 minutes cleaning it. Had to buy bottled water for the week (7 people). I do not like to use single use plastic bottles. *Health hazard. Microwave did not work and appeared part of the unit missing. This also means the stove vent did not work. * Fire hazard. These 2 items were reported the evening of our arrival. After more attempts someone showed up late in the evening the following night unannounced. They said we could not turn the temperature below 70. So we didn’t an the unit continued not to work and would be 80-85 by the end of the day. I was unable to navigate the stairs in the unit to go and look at the thermostat as I have rheumatoid arthritis and the stairs did not have any hand rails * Safety Hazard, and it is very difficult to go down stairs without the rail. Finally the day before we left someone came to look at the microwave and said that they had just been advised there was an issue (6 days later). Then that afternoon someone came by to look at the AC and advised the issue was with the outside unit and they would come back the next day to fix. Really doesn’t do us any good since we had to leave by 10a. The house was horrible, and the customer service was even worse.

  

  Business Response

  Date: 08/17/2022

  Thank you for providing us with these details. Our records indicate that we were able to address the issues for you. Our team brought a replacement microwave, but you declined it. Our team noted that you had the AC set to low and advised not to set it below 70, then we sent a tech out to address it a second time and his report was that the unit was set on 50. As setting the AC to a low temp contributed us having send a tech out to look at it and its not functioning. We did what we could to address the items and as you refused the microwave and contributed to the non functioning of the AC, we do not feel that compensation is warranted.
  
  

  Customer Answer

  Date: 08/17/2022

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

  What was reported by the company is misleading and in my opinion shocking.  Yes they did tell us to keep the temperature at 70 and above, and we did.  I do not know who is claiming it was at 50.  This is ridiculous.   We were NEVER comfortable in this house.  It was hot the entire time we were there and the air hardly ever came on.  Someone came out 1 time and checked and told us to keep above 70.  The only other time we saw someone else was about 18 hours before we were leaving and they told us that they had to come out and fix the unit the next day.  I advised it did not matter as we were leaving.
  

  The microwave.   - Someone came out about it Friday morning.  We were leaving on Saturday.  Less than 24 hours before we are leaving you offer to replace the microwave.  Yes you did offer, and yes we did reject but this is because we were leaving.  We reported this the first day we arrived and you respond 6 days later, and the lady that came advised she had just heard about it that morning.  If this is how your resolve issues then I am shocked you are still in business.
  

  I do not see that you addressed or even mention the issue of no hand rails on the stairs.  Do you not find this an issue, as I certainly do.

  I do not see that you addressed the fact that there was mold caked on the kitchen faucet, and that was shocking.

  I will add that I typically do not complain about anything.  I understand things happen and things need to be addressed, but the fact that I have text and email communication proving that you do not even try to resolve issues and you responded with these comments is unbelievable.

  Own up to the issues as it is good business to do so.  Fix the issue and apologize and that is good business.  Lie, mislead, not good business.

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

• Initial Complaint

  Date:08/10/2022

  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 for August 3-7, 2022 for the property at ****************************************************************************** on January 11, 2022. I paid $1,290.63. They charged all of the money on January 13, 2022. They texted me on August 3, 2022 at 11:30 am saying the rental was ready for me to go in. I arrived about 40 minutes after the text message and found the apt very dirty and had not been cleaned. There was a dead ***** and ants eating it away behind the toilet, we vacuumed them up and they kept coming in and out of the toilet and wall. The sheets were dirty and had hair and crumbs and the pillows were dirty with something brown. The tub was clogged and wouldnt drain and we could visibly see a big ball of hair. We had ants crawl in the night on our faces. The a/c vent was dirty and looked like it hadnt been clean in months. The kitchen sink had a mat in the sink and had MOLD on it. My baby got bit by something the first day we stayed. We had to wash all the sheets and clean the sink and bathroom tub because it wasnt cleaned. Someone from maintenance was supposed to come out and fix the tub and was very pushy. Told me I had to be there within an hour or it would have to be another day. I had just arrived at the beach and I had to go back to the rental for them to fix this. Turned out that guy didnt go and another very nice guy went and fixed the tub. He sprayed something for the ants but they still were there the whole time I stayed there. They sent in a housekeeper without my permission to try and fix things I had already fixed. This was a horrible experience. I had to leave a day before I was supposed to because of this. I tried speaking to them and they either wouldnt call me back or wouldnt respond. After a while of me reaching out to them I was told they would give me back $50 which they havent and the managers wont speak to me anymore. Im wanting at least half of my money back. This is unsanitary and MOLD is a health hazard for anyone.

  

  Business Response

  Date: 08/10/2022

  Thank you for taking the time to share these details with us and we apologize for any inconvenience you experienced. Our records indicate that we were able to send housekeeping to address the cleanliness issues and we processed compensation in the amount of ****** for the inconvenience. We will not be providing any further compensation.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17693925
  
  I am rejecting this response because:
  
  I did not receive anything. They have been saying this for over a week. The housekeeper didnt do anything because I had already cleaned the bathroom and kitchen sink and I had already washed the sheets so that is a lie that they went to clean because I had already done it. The only thing they did was move my stuff around. I also left a day before so I want my money back from the cleaning services and the day I didnt stay there. This place was very filthy and the mangers I spoke to admitted it. They need to take responsibility for it. Im sure Im not the only person this has happened to. 
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 08/18/2022

  Once again thank you for providing these details. We show that a refund of ****** was process on 8/9/2022 at 9:22 AM PDT. It takes 5-7 business days to reflect to your account. If that has not posted to your account you will need to follow up with your financial institution. No further compensation will be provided.
  
  

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17693925
  
  I am rejecting this response because: this is ridiculous, unprofessional, and unsanitary. I should get my money back for the day I didnt stay there and the cleaning fees because it was not clean. Those $100 that were sent is insulting to me as I did not pay a little. Vacasas rental properties are supposedly clean and they give clients satisfaction? This was far from being clean. I dont know how else to call it but dirty. Dirty bathroom, dirty beds, and dirty kitchen sink. Oh and the dirty vent in the living room. Nothing was clean. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/10/2022

  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 booked a reservation through booking.com on 7/30/22 and I have used their service a lot. It wasnt apparent this wasnt through booking.com and was actually through Vacasa. Had that been more upfront I would have not booked. Booking.com has always been accommodating with their policy on cancellation. My husbands work schedule changed and he will not be home for those dates (this was an anniversary trip) and I realized their cancellation date was actually much sooner by midnight 8/6. I reached out within 12 hours of this because with the times we are in travel plans can change and I thought they would be accommodating. They submitted it to Vacasa and because I emailed 12 hours NOT days they are holding firm to this. I am not going to travel hours away and go on a trip I had planned for my husband. I tried chatting with someone and tried to explain and their sorry kept saying. They said it was their policy but then said it was booking.com but booking.com made it clear it is up to them. Please reconsider. This was my first time using your platform and I cant believe you would hold someone to a full reservation a month in advance. They claim on booking.com this property always sells out. Please look at my outreach and know this is such a predatory practice to not allow someone who is within 12 hours you would have cancelled for free. My booking number is 18VX-BJ1Q

  

  Business Response

  Date: 08/11/2022

  We appreciate you taking the time to share these details with us. Were sorry to hear that you will be unable to make your trip. The cancellation policy can be found on the listing site as well as during the booking process. The policy reads: The guest can cancel free of charge until 30 days before arrival. The guest will be charged the total price of the reservation if they cancel in the 30 days before arrival. We apologize for any inconvenience this causes, but we will be adhering to our policy. 
  
  

• Initial Complaint

  Date:08/09/2022

  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.

  It's been very hard to get ahold of anyone at Vacasa or for anyone to respond back to my phone calls, texts or various emails.I recently stayed at one of their rental homes in **********, July 20- July 25th. On the 2nd day of our 5 night stay the stove stopped working completely. I reached out to Vacasa and was told the local office would get ahold of us right away. We didn't hear from them at all that day. We were in the middle of cooking our meal for our entire family of 11 and lost half of our meal without having a way to **** it. We had to throw away the food.We already had all of our groceries purchased for our entire stay so we were hoping we would have the issue resolved by the next morning, but we did not. In fact, we never had the issue resolved for the duration of our stay. That was 3 1/2 days of our stay without a means to prepare meals for my family. This is unacceptable. We had to order take out food, buy pre-ordered food and dine in restaurants to be able to eat. This was a burden on us to pay all this extra money for food when we had already spent over $500 in groceries. We had to waste a lot of food as we could not pack it up and take on our long road trip home. We should not have had to deal with this issue for the majority of our trip. We spent $2290.67 for the house rental. The local office could not fix the issue and the compensation of $253.76 offered does not nearly cover the added expenses we had to endure for our stay. I think a fair compensation would be at least $800 to cover the cost of the lost groceries and to partially cover the cost of the extra food that had to be purchased. Our confirmation code for the stay is 32D9-TBND. I can gather additional bank ********************* in addition to the ones provided today.

  

  Business Response

  Date: 08/18/2022

  We appreciate you taking the time to share these details with us. Our records indicate that you have been in contact with our guest services team. Were happy we were able to come to a positive resolution.

  Customer Answer

  Date: 08/18/2022

   
  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:08/09/2022

  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.

  My family has a reservation at Mid Ship at Goodnight by the Sea in ************, ****** ( Reservation Confirmation S73HSGR1) for the weekend of July 29th to the 31st. The building was almost like an apartment building, with each level managed by Vacasa (quick ****** Search will tell you that). The first night we were there, the people who stayed downstairs partied pretty much all night long. They were loud enough to wake up my 1 year old, and he was up with my trying to put him back to sleep until 3AM. We paid for two nights at a total of $868.05. I called the following morning, and told the customer service line what occurred and that we could not spend another night in that environment. The lady I spoke with said she would reach out to the local management and have them call me. I heard nothing back. I followed up via email on August 5th, to ask whether or not they had an update since we stayed only for one of two nights and it was a terrible experience because of another unit they manage. I received one response, and have not heard back AGAIN. See email interaction attached. I also left them feedback when prompted on August 1st. The lack of ownership and response is frustrating and to essentially blame me because I didn't give them a call at 1AM in the morning when I have a toddler crying because they can't sleep is frustrating.

  

  Business Response

  Date: 08/10/2022

  Thank you for taking the time to share these details with us. We are sorry for any inconvenience you experienced during your stay. Please note, we manage specific units in the building. Given that we were not notified before your departure, nor were we given an opportunity to correct the issue we will not be offering to refund your unused night.

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17695728
  
  I am rejecting this response because:
  

  Contrary to the note from Vacasa, I did inform Vacasa during the stay. I called Vacasa's customer service number Saturday morning after the incident on Friday night. The lady I spoke to said she would be forwarding my concern to local management and they would give me a call back. I never received any call back and thus had to leave because Vacasa did not take the given opportunity to correct the issue. 

  I called at 7:56AM to ************* on 7/30/2022. The call lasted 5 minutes with the promise of a call back, that like I mentioned in the original note and above, I NEVER received. Why would I stay if no one follows up and the entire lobby continues to smell like alcohol? 

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

  

  Business Response

  Date: 08/18/2022

  Once again thank you for supplying us with these details and again we apologize for any inconvenience you experienced. As you noted you reached out the day before your departure, the morning after the incident asking about a refund. We have no record of you reaching out to report the issue while it was occurring, therefore not giving us an opportunity to address it. Again as we were not given an opportunity to address the issue, we would not be providing any compensation.
  
  

• Initial Complaint

  Date:08/09/2022

  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 will never use VRBO/Vacasa again.The pictures/listing of the property I rented are deceiving. Max level of disappointment. My family/children had to stay in gross conditions.Thankfully our stay was only 3 days, otherwise we would have needed to go elsewhere. Even more disappointing was the response/customer service from VRBO/Vacasa.They reimbursed me a negligible amount in comparison to the issues we encountered. I was charged a 5 star price for a 0 star stay. They didn’t even reimburse me one full night! Any other hotel/rental company would have at a minimum reimbursed 1 full night. Their reasoning for not reimbursing me properly was that since I complained the home wasn't clean, they reimbursed me the cleaning fee and that's all they could do. If I knew that the apartment was not going to be clean, I would have never booked this place no matter how cheap it was. They said they tried to send cleaning people, but I denied them entry and b/c of this they will not further reimburse me. I couldn't let cleaning people in w/ all our belongings (and no safe for valuables) and w/ my family/children around. Their strategy is rip you off by giving you a dirty place, making your stay miserable and then reimburse a fee that does not nearly make up for the discomfort. The home was filthy + many things broken/damaged. Please see all the issues below.I would not recommend anyone VRBO/Vacasa. Kitchen faucet broken. Sprayed water all over the kitchen. slipped cleaning up the water. Nail sticking out of dining table scratched one of the children Major Lint buildup in dryer(fire hazard) Crumbs/dirt on the floors Crumbs on dining table/chairs. Sticky dining table. Dust balls everywhere dishes left in dishwasher, wet dishes in cabinet refrigerator not cold and full of water, bedsheets left in dryer, sand in beds No detergent dish soap garbage bags sponges or paper towels provided sunken in couch, missing blinds/curtains no toilet paper holder, no toilet seat cover, broken closet door

  

  Business Response

  Date: 08/10/2022

  We appreciate you taking the time to leave us these details and we apologize for any inconvenience you experienced during your stay. As we did offer to send housekeeping to address the issues you reported and you wouldn’t allow them entry, we wouldn’t typically offer any compensation as we were not given an opportunity to correct the issues. In this case we did refund the cleaning fee in the amount of 302.42. We do not feel further compensation is warranted.
  
  

  Customer Answer

  Date: 08/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response. Vacasa's claim that they did not have time to correct the issue is false. We were not allowed to check in until 4pm!! They had all day to clean the home. Instead they turned it over to us filthy. In addition, it would not have been possible for them to clean while we were there. They did not provide a safe for our valuables. Where were we supposed to go, where were we supposed put our children? Why should they have been given a second opportunity to do their job and further inconvenience us? In addition, there were many other things broken and damaged. I was not compensated for the kitchen faucet breaking and almost flooding the kitchen and then having to clean it up. I was not compensated for the $100 that I had to spend buying paper towels, dish soap, garbage bags, laundry detergent etc. which was supposed to have been in the home upon our arrival but was not. I was not compensated for having to sit on a couch that sunk to the floor or for not being able to use the closet in the guest bedroom because the door was broken. What about the nail sticking out of the dining table that scratched my nephew or the jumbo ball of lint that we had to fish out of the dryer so that we could use it. Or what about the curtain/blinds on the patio door that were neglected to be fixed? The listing and pictures are not truthful and I feel completely scammed. I definitely was not compensated for this. The fact that Vacasa is even arguing about this is irresponsible. Any proper rental company or hotel would be embarrassed by this and be happy compensate their customers properly. 

   

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

• Initial Complaint

  Date:08/09/2022

  Type:Sales and Advertising 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 booked a 2 night stay at a property through Vacasa. Upon arrival, the property clearly had not been cleaned. There was a bed recently slept in, towels recently used and the dishwasher was full of dirty dishes. The trash and recycling inside of the house were full. The floors had clearly not been vacuumed. I reached out to update the company and was given an apology and told a local property manager would assist in getting this resolved. We then cleaned sheets and hand washed dishes (there was no dishwasher detergent available) in order to be able to have dinner and sleep that night. I called the following day as I had heard from nobody and was assured I would receive a follow up call and someone would come out to the property to give us dishwashing detergent at a minimum. I did not receive a call and nobody from the company offered any assistance. I requested a refund for one night's stay with associated taxes / fees as well as a refund of the cleaning costs. The manager I spoke to said they would only refund cleaning fees and booking fees and never offer any other type of refunds despite the fact that I did not receive the product or services I had paid for.

  

  Business Response

  Date: 08/10/2022

  Thank you for taking the time to share these details with us and we apologize for any inconvenience you experienced. While we were able to locate your reservation, we are unable to find any record of correspondence about the cleanliness issues through our system or within the airbnb chat. Given that this reservation was in March, and we have had no other correspondence we dont feel as though any compensation is warranted.

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17694414
  
  I am rejecting this response because:

   

  1) The reservation was 8/5/22-8/7/22. 
  2) The Confirmation : X6D2-M84Z / HMM2338E9BH
  3) The attachments show my several attempts to document cleanliness and receive support from your company during my stay. 
  4) I have also continued to try to get support from your company following my stay. I spoke to a manager on 8/9/22 who assured me there was documentation of our discussion in my records. I also asked that an email be sent to me for written record and that has not been done as I was assured it would be. 
  
  Please locate the appropriate booking for review. 

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

  

  Business Response

  Date: 08/26/2022

  *******, thank you for your patience as we investigated this matter further. The local manager has made the decision to issue an additional refund to your reservation. Thank you for this opportunity to make things right- we hope for another chance to better impress you in the future.

  Customer Answer

  Date: 08/31/2022

   
  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:08/09/2022

  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.

  On May 30 of 2022 I Found a Airbnb in ****** ******* filtered pet friendly, swimming pool.. I emailed the host which was Vacasa management on Airbnb App . I asked them if they will host our family of 4 and a Pet our mini goldendoddle they responded back said that they would love to host our family and pet is allowed I could have up to 4 dogs! I booked the place ******. As we arrive to the home we are greeted with doggy p*** bags and a sign of rules for the dogs. This home is far from pet friendly within the second day of stay are mini golden doodle got sick at 10:30 PM and we had to take her to an emergency vet hospital as she was there 2 nights and a day. We had to call poison control spent $75 on getting a case number And over $3000 for the emergency hospital vet. Vacasa Management is publishing this home as pet friendly which is a lie they are aware the backyard has a sago palm tree. Management April called told us about the tree it is the most deadly toxic palm tree to a pet. We wouldve never known Told be careful that the owners told them there is a sago palm tree in the back and is very poisonous to pets??? OK why did they rent this to us? why are they publishing this is a pet friendly home that is false advertisement. Our goldendoodle was sick and we couldve lost her I contacted everybody and let them know what was going on we had check out June 5th. Fine hotel due to dog in hospital. They will not resolve this issue only thing they do is keep responding the same thing over and over were looking into this sent the denial of Airbnb there no denial! No one does nothing They state an adjuster is looking into it which we have not heard from June 16 no communication. . I have provided them all the documentations. Hello ***,Thank you for getting in touch with us and apologies for any inconveniences caused. The reason for you not getting any feedback is that there has been no feedback from our local operations manager. from Samwel M Vacasa Management.

  

  Business Response

  Date: 08/14/2022

  Thank you for taking the time to provide us with these details. We apologize for any inconvenience you experienced during your stay. Please know that we are in contact with an airbnb case manager. Please note this is an ongoing/pending case and we are working to find a resolution. We appreciate your patience in the matter.
  
  

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17684928
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  I am rejecting this response because they have been telling me that since June 16 this is exact same issue they are not fixing the problem they just keep saying the same thing over and over this has been since June 16 that theyre looking into it. They keep pushing it off to Airbnb theyre adjuster there a casa management

  

  Business Response

  Date: 08/30/2022

  Thank you for providing us with this information. We are still waiting to hear back from our claims manager. We apologize for the delay.
  
  

  

  Business Response

  Date: 09/07/2022

  We appreciate you patience. Our team has come to a decision to provide a full refund of your stay. As we no longer have your credit card information on file. We will need to refund you via check. Please provide the best mailing address so that we can submit that request and start that process.

  Customer Answer

  Date: 09/12/2022

   
  Complaint: 17684928
  
  I am rejecting this response because:  on this response your stating your company will refund my STAY which I accept that  yes Im requesting my stay. Because of the issue and horrible Experience we had, and Im also Requesting pet hospital bills I will not accept this until the complete statement is made once my pets bills are agreed on a refunded of my *** hospital bill of $3,000 I I have sent All the proof that was required & requested but no where on here states you will refund bills you left that part out. Yes your company is fully responsible for this incident that you  hosted a  home pet that suppose to be pet friendly. It was far from prt friendly home was a nightmare when your pets like a kid to you! Whole reason we rented the home to take our pet it welcome us with a poison sago palm tree that made our dog very sick death bed. Lucky she didnt die cause she cost $3,500 plus airplane ticket she flew. 
  .
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/22/2022

  Hello I am sending attached documentation for clarification you needed when I first found my claim I sent like 16 documents Im trying to send 15 of them have them organized and its only excepting five attachments if you can let me know where else I can send my documentation for the clarification I would be happy to do so this has been a very long process my pet ****** was deathly ill at their property they advertise pet friendly they excepted my dog my dog was in the hospital for 2 1/2 days racking a $3000 bill including my stay of the Airbnb they want to settle and say that they will pay for our four night stay which I will except but they are forgetting the vet ***** that they are responsible for Please let me know and I will email my other ************************************************************************************************ the hospital and proof of the doctor ***** thank you so much

  Customer Answer

  Date: 09/23/2022

  Mailing address:
  2608 *********************************************************************

  

  Business Response

  Date: 09/27/2022

  Once again we appreciate you providing these details for us. Our policy states: You acknowledge the Property *** have features, amenities, and conditions that are unfamiliar to you and other Occupants you invite to the Property. You further acknowledge that your use of the Property and its amenities *** carry inherent risk, including risk of bodily injury, illness or disease, disability, or death. For example, some Properties include natural habitats for wildlife, insects, and pests that *** expose you to injury or disease; or docks, stairways, porches, ledges, cliffs, hot tubs, and other unmarked natural or manmade features, amenities, and conditions that carry inherent risk. You agree that, by using the Property or its amenities, you voluntarily and willfully assume those risks and assume full responsibility for the choices you make before, during and after your use of the Property and its amenities. You also acknowledge and agree that you and any other adult Occupants are solely responsible for closely supervising and protecting the health and safety of any and all Occupants that are minors, throughout the duration of your stay.  We have fully refunded your stay, but will not be compensating anything outside of that.
  
  

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 17684928
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

   

  they have already contacted me and they a paying the full bet bill and refund the property stay. There are to many Indians trying to run the show and all the information is in correct as of date Saturday 24th, 2022 down below is the response and is resolving it. You guys try to hard to not take responsibility. The Oregan state office called me said they are handle it.

  I just wanted to give you an update as I have submitted your information for a refund check for $3066.75. 
  
  These can take a few weeks to process and be mailed out. I will request it be expedited due to the delay in getting this resolved, however, I will not have an answer until next week when our finance team is back in the office. 
  
  While I know this has taken some time to process I hope you can accept my sincerest apologies for what happened to ******. I can only imagine how scary that was and I hope they are doing well. 
  
  I am headed into my weekend but please feel free to reach out with any other questions and I will follow up when I am back. 
  
  
  Best,
  
  **** H

   

• Initial Complaint

  Date:08/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked our rental through Vacasa on July 1, 2022. We arrived to our rental on July 23, 2022 (day of check in) to find that our rental was flooded. We contacted Vacasa and were told by their customer service that there was nothing they could do and we were on our own finding alternative lodging. We found the only hotel available and booked a one night stay. We went back to the rental the following afternoon to find that the water heater had been replaced and fans were blowing throughout the rental. We found multiple roaches upon arrival. We contacted Vacasa regarding our stay at the hotel and requested a reimbursement for the hotel stay. It is now August 8, 2022 and we have contacted Vacasa multiple times, provided proof of the flooding and roaches and provided a receipt for the hotel stay. We have not been refunded and Vacasa has not offered a timeline for reimbursement. We would like a full reimbursement for our hotel stay the night the rental was flooded and if possible we'd like a full refund for our stay at the rental due to roaches and the amount of time we have had to spend working toward a resolution. We do have videos of the flooding but were unable to upload them.

  

  Business Response

  Date: 08/14/2022

  We appreciate you taking the time to leave us these details and we apologize for any inconvenience you encountered. Were having a bit of trouble locating your reservation. If you would please supply us with the name associated with the reservation and the reservation/confirmation number well be happy to look into this further.
  
  

  Customer Answer

  Date: 08/15/2022

   
  Complaint: 17691462
  
  I am rejecting this response because:Vacasa is requesting additional information to resolve this complaint. I am providing this information, as they requested. 

   

  Homes and Villas Reservation number: M1656650537756

  Vacasa Confirmation number: HTVJESV5

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

  

  Business Response

  Date: 08/28/2022

  We appreciat you providing us with these details. Our records indicate that your refund was processed to Marriott, if you have not received your refund, please contact ******** for further information.
  
  

• Initial Complaint

  Date:08/08/2022

  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.

  My family has a plan to trip to Lake Chelan Aug *****, but we found out that some of our family member got Covid positive a day before we leave, so I asked Vacasa for refund because of Covid issue. Other airplane and hotel understand this issue so they do good refund policy. But Vacasa suggested that it's OK to go to trip and stay in the rental house even though we are sick. We are in quarantine stage and some of members might get infected by going trip together. That's ridiculous suggestion! Other option is we cancel the trip, and if someone make a reservation the rental house that we canceled, we can get credit back excluding some fees. Since it's a day before no one really made a reservation and I lost $1600! they gave me a refund $122.37 and credit of $122.37. I wish they have a better policy or courtage for unexpected Covid situation.

  

  Business Response

  Date: 08/10/2022

  Thank you for taking the time to share these details with us. Our cancellation policy is as follows: Unless stated otherwise in the home description and unit-specific terms, rental payments are fully refundable (less the amount of Vacasas booking fee, which is earned on receipt and becomes nonrefundable 24 hours after booking) for cancellations received 30 or more days before the first night of your reservation. No full or partial refunds will be granted for no-shows or if you cancel less than 30 days before the first night of your reservation, arrive after the first night of your reservation, or depart before the last night of your reservation. Except as expressly provided in this Agreement, no refunds or compensation will be given and Vacasa shall not be liable to you for failure to make the property available for occupancy if the property is unavailable or becomes partially or wholly unusable for any reason outside Vacasas control, including but not limited to adverse weather conditions, natural disasters, mechanical failures, evacuation orders or other acts of government agencies, or utility outages. Vacasa advises guests to obtain appropriate travel protection/insurance to help protect costs against cancellation due to sickness, bad weather, job loss, and more..