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

  
• 

  Sterling Resorts

  1080 Highway 98 E Destin, FL 32541-2942

• 

  Vacasa

  8478 Gulf Beach Blvd Navarre, FL 32566

• 

  Vacasa

  805 Plantation Rd Gulf Shores, AL 36542-3244

• 

  Latitude 38 by Vacasa

  230 S Pine St Ste 100 Telluride, CO 81435

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:08/06/2022

  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 2 bedroom 2 bath condo with Vacasa in ********, ** from July *****, 2022. The condo was invested with bugs (photos provided), linens were dirty (photos provided), missing pool key, and half operational outlets (safety issue). We reached out to Vacasa first to allow them to make the situation correct and the failed to address a single issue. Unfortunately, there was no comparable properties in the area for our stay so we had no option but to remain in the home. After several attempts to get a pool key for the amenity we booked it never happened. The local office lies to the corporate office saying they cannot reach us, however, the first time they call us and only call we ever received was from them. That agent promised follow up and it never happened. We provided images of my sons face from being but by a spider inside the home. It cost us several thousands of dollars in medical bills and complications we are still dealing with. Vacasa has been given the chance in several fronts to make the situation right and they have failed to do so.

  

  Business Response

  Date: 08/09/2022

  Thank you for sharing these details with us, we apologize for any issues you encountered during your stay. Our records indicate that we were informed of the missing pool key and linens on the 18th and both were delivered on the 19th. Our team made several attempts to contact you, but your voicemail was full so they were unable to leave a message. We provided compensation in the amount of ****** and feel that is a sufficient amount.

• Initial Complaint

  Date:08/06/2022

  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 rented what was advertised as a home on an equestrian farm, what I got was an apartment attached to several horse stalls on the other side of the kitchen wall. I love horses but they smell horrible and this place reached with stench so I immediately contacted Vacasa to ask for a different property or a refund so I could get a hotel and they offered to send cleaning people over because the home hadnt even been cleaned or had the linens changed they also sent air fresheners At which point I told them I couldnt stay there and I wanted a refund, they told me the property was advertised as on a equestrian farm and I would not be getting a refund so I lost out on my $2400 for that rental and spent over $1500 more on hotel fees and had to cut my vacation short 2 days because I ran out of money

  

  Business Response

  Date: 08/08/2022

  Thank you for taking the time to leave us this review. We apologize for any inconvenience you experienced during your stay. As we never received any notification of cleanliness issues during your stay and the home is clearly advertised as being on a 40 acre horse farm we do not feel as though any compensation is warranted.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17681228
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

   

  1st of all I have several different text messages from Vacasa as I complained within minutes of arriving at property 

  and a cleaning team was sent to property and once again your add says on an equestrian 

  farm not attached to a horse stall

  

  Business Response

  Date: 08/14/2022

  Once again thank you for providing us with these details. Apologies for noting that we didnt receive notoification. We do see there was a ticket created for the cleanliness issues in which we did send a cleaner and linens as well as offer air fresheners and some compensation for the issues. As we made every effort to address the issues, and you opted to vacate, we will not be providing compensation.
  
  

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17681228
  
  I am rejecting this response because:
   
  my lawyer will take it from here!

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

• Initial Complaint

  Date:08/05/2022

  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.

  1. I booked the Huckleberry House in *************** through Vacasa from 8/2-8/8(XBZQ-8531). When we lived there on the third morning, we found one of the patio light bulbs was stolen. Because the house was so lonely in the quiet forest area, we contacted Vacasa for a solution and protection. The Vacasa said the only thing that they can do is suggest that we call the police.2. The police arrived on the third day around 2 pm. They discovered the space, placed a camera, and said maybe some more vital cross the forest from the road and took off the bulb.3. We felt scared and decided to check out early. After that, Vacasa contacted us and said the bulb the neighbor who took it because the light insect his sleep. But we never noticed the need to turn off the light before 10 pm.4. We checked out at 2:42 pm on 8/4/2022 and sent a text message to more than two staff members of Vacasa.5. We did not violate any written signing rules during our stay, but our personal safety was threatened. We check out early and hope that Vacasa will refund our non-resident expenses and reserve the right to *** for mental loss.

  

  Business Response

  Date: 08/08/2022

  We appreciate you taking the time to share these details with us. We appreciate your feedback regarding the location, as guest (and employee) safety is one of our main priorities. Our guests and local staff have never experienced any kind of issues while at the home. As the light being stolen was not something within our control, and we were able to identify what happened to the light. We will not be offering any refund for the unused portion of your stay. 
  
  

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17678026
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  I can not accept this solution. I paid the fee and temporarily occupied that house; Vacasa should have let me know if the neighbor needed to turn off the light before 10 pm, but they were not. So, I felt unsafe when the neighbor(that was what they said) took off the light bulb, or the officer said maybe some stronger. I think Vacasa has a responsibility to keep the house safe. I can't imagine that I rented a house to live in but the owner didn't form a good relationship with the surrounding residents, which led to the destruction of the neighbors.  If I don't call the police and continue to live, I still don't know what will happen if my neighbors need to turn off the lights before 10:00. 

  

  Business Response

  Date: 08/14/2022

  Once again, thank you for taking the time to share these details with us. As we noted in our previous response, the home wasnt unsafe. We were able to find out what happened. There was never any danger. We will not be providing a refund of any kind.
  
  

• Initial Complaint

  Date:08/05/2022

  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 stayed at a vacation rental from July 27th - 29th. The property was rented through VRBO. However, the property is managed by Vacasa which is where the real problem lies. We had several problems from the very start. First it started with no wifi service. We called Vacasa to get the problem resolved and they said they put a work ticket in and someone would get back to me in ***** minuets. No one ever got back to me. Then we had bought several food items for our stay. The first morning we woke to find ants in our donuts, bread, bagels, all of which had to be thrown away and go purchase more. The home is a lovely condo but it is not very clean. Vacasa touts themselves as being a great property service company and that they use covid cleaning guidelines set by CDC. I can attest that this is absolutely false. There were hand prints on all the windows and fingerprints on refrigerator and microwave, there was no way that those areas were wiped down. The sink in the second bathroom did not drain properly, there was a second garbage that was never emptied, etc. However, our biggest complaint is that my daughter left behind a small pair of diamond stud earrings. We realized this within an hour and a half of checking out. We called Vacasa and they said they would have to charge us $25 to send someone out to check the property. We were still close enough that my husband decided he would go back himself since we knew right where the items were left. The cleaning staff had already been there and he met the new tenants in the parking lot who gave him permission to go in before they had even been in to look for the earrings. The earrings were gone and the only people who had been there were the cleaning staff. We called Vacasa again, and they still wanted to charge us $25 to "investigate" the issue. All they had to do was pick up the phone and ask the staff if the earrings were picked up which should have already been reported anyhow. No need to charge us $25.

  

  Business Response

  Date: 08/08/2022

  Thank you for taking the time to share these details with us. We apologize for any issues you encountered during your stay. At no point during your stay did you report any cleanliness issues to us. We would have gladly addressed them had we known. With regard to the lost and found fee, this information would have been available to you in your check out instructions, which state: Make sure to pack up all your belongings. We're happy to send lost and found items back to you, but you'll be responsible for the cost of shipping plus a $25 USD processing fee. Please note this fee isnt only for searching for any lost item, but the time our local team spends having the item shipped or any time they may spend having to track it down, which would include making phone calls to housekeeping staff, which would deter them from their regularly scheduled activities during the day. Again we apologize for the inconvenience. 
  
  

• Initial Complaint

  Date:08/05/2022

  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 rented a beach property from Vacasa the week of July 2 9, 2022, (Booking ID #********, for $4,043.90. The property was not available upon check-in, I am not satisfied with the $77.80 cleaning fee refund I received, and Vacasa refuses to call me back regarding a more reasonable refund. My booking confirmation email stated that check in was at 4:00 pm; however, the week before our trip, I got a reminder email stating that check in wasnt until 6:00 pm. I called Vacasa to see if it was possible to check in at 4:00 pm, but was told we wouldnt be permitted entry until 6:00.Upon arrival, it was clear that the house hadnt been cleaned (sheets and towels were on the floor; sinks, toilets and bathtub were dirty, etc.). I called Vacasa who said they would send their cleaners out right away, and we should leave the property so the cleaners could do their job. We left for ~ an hour and a half, but when we returned, the house still hadnt been cleaned. We again called Vacasa to let them know that no one had come to clean the property. By this time, it was past bedtime for our 3 and 5 year old children, but we werent able to put them to bed because their rooms hadnt been cleaned and the sheets hadnt been changed. The cleaning crew finally made it to the house, conducted a very brief cleaning and left around 8:30 pm. After our trip, I contacted Vacasa about a partial refund and was told that a supervisor would contact me that afternoon or the next day. No one called. I again called Vacasa ~10 days later to follow-up and was told that I had been refunded the cleaning fee of $77.80 and my case had been closed. I let them know that $77.80 was not a sufficient refund, and that I would like a call back. That was over a week ago. Vacasas complete lack of communication and effort to resolve my case is unacceptable, and I felt other travelers should be aware of it. In addition to the cleaning refund, I am seeking a refund for the 4.5 hours we were unable to use the unit.

  

  Business Response

  Date: 08/08/2022

  Thank you for taking the time to leave us this feedback. We apologize for any inconvenience you experienced during your stay. As we were able to get housekeeping to address the cleanliness issues and have already refunded your cleaning fee, we do not feel any further compensation is warranted at this time. 
  
  

  Customer Answer

  Date: 08/09/2022

   
  Complaint: 17675954
  
  I am rejecting this response because:

  My complaint was twofold. Vacasa addressed the issue with the property not being clean upon arrival, but it didnt address the fact that the property was unavailable for the first 4.5 hours of our trip. We were asked to leave the property so that the cleaning crew could do their job after we arrived.  During this time, we werent able to unpack our belongings, **** the dinner that we had brought to make, or put our children to bed. Refund of the $77 cleaning fee doesnt in any way make up for the loss of 4.5 hours we were unable to spend in the house which we paid over $4,000.oo for or the inconvenience we suffered. After driving all day wondering how our property would look and getting excited about our trip, the last thing we wanted to do was leave and try to find somewhere to eat on the weekend of the 4th of July. My review of this property was not posted by the company so Im thankful I was able to post my story here to help other travelers. 

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

• Initial Complaint

  Date:08/04/2022

  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 wished I had taken the time to read just some of the 1000’s complaints before booking! We stayed at *** **** *********, Panama City Beach from July 22-29, 2022. To say this was the worst vacation rental we’ve ever experienced would be an understatement, and we are experienced renters. This was the third time since last October at **** *********. Upon arrival the stench would knock you down, the couches were so stained we covered them with extra bedding, and the air conditioning didn’t work! We texted both numbers provided and they did send out a man to repair it. Although in a couple of days the downstairs ceiling was leaking like a waterfall. I sent a video and the same guy came back out and vacuumed out the water pan and said after we leave he would paint over the already previous repaired ceiling. This was just one of many things wrong with this unit the list goes on…
  Filthy furniture, ice maker didn’t work, sticky dirty cabinets, no grill that was pictured in the listing, filthy carpets, dirty dishes in the cabinets, a total of 3 regular size forks, holes in the bathroom walls, roaches, broken and not in good repair furniture and appliances! I have pictures for proof.
  This unit was beyond repair. It needs to be gutted and start over without Vacasa managing it.
  I had my family including my grands and was ashamed for them to be staying there. We left on Thursday 28th as soon as our business in PCB was concluded. I would like a partial refund of the $2,300. Vacasa got their share and the owner got their share. We got screwed!
  This is just one of the complaints I intend to make against Vacasa!

  

  Business Response

  Date: 08/15/2022

  Thank you for providing us with these details and again we apologized for any inconvenience you experienced. We are providing compensation in the amount of 333.62. As we no longer have your credit card information on file, we will be issuing this via check. Please note this process takes approximately 4-6 weeks. 
  

  Customer Answer

  Date: 08/17/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The amount offered is a joke! Spending over $2000 dollars to stay in a dump wasn’t what we paid for! Offering a little over $333.00 doesn’t come close to smoothing over anything! If Vacasa didn’t have such a terrible history of doing this kind of thing to it’s customers it would be a different story. My husband and I reject this pitiful sum! We have disputed Vacasa’s charge on our Credit Card to reflect what we consider an equitable adjustment for the inconveniences. Thank you BBB for being a mediator. 
  
  
  Sincerely
  
  
  
  ***** *****

• Initial Complaint

  Date:08/04/2022

  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.

  Multiple times over the last 6 months I have attempted to get my name removed from their mailing list by submitting my request to vacasa.com/donotmail along with calling ************ and am told it will be done and still receive solicitation for a property I do not own. I get something from them usually every 3 weeks and it needs to stop.

  

  Business Response

  Date: 08/07/2022

  Thank you for taking the time to share these details with us. We apologize if youre receiving mail from us that is unsolicited. Please follow this link. To remove yourself from our mailing list https://www.vacasa.com/go/do-not-mail
  
  

  Customer Answer

  Date: 08/07/2022

  
  Complaint: 17668718
  
  I am rejecting this response per my original complaint I have submitted the request the way the business has advised multiple times over the last several months and I still get junk in the mail. The worst part is I don't even own the house they keep sending me letters about.
  
  ***********************

  

  Business Response

  Date: 08/14/2022

  Once again thank you for providing us with these details and again were sorry that youre receiving unsolicited mail. Please fill out the information on the link provided previously.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17668718
  
  I am rejecting this response because: I have done this as requested last time and numerous times before my complaint with the BBB.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/29/2022

  Once again thank you for providing this information. This is the only means of removing you from the mailing list. Please fill out the information on the link provided.
  
  

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17668718
  
  I am rejecting this response because: I have submitted my information multiple times and again since I have filed this complaint and my name is not being removed from their list. In fact I just got another letter yesterday. How can I make this stop. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/25/2022

  Thank you again for sharing these details. We have asked our marketing team to remove you from the mailing list.

• Initial Complaint

  Date:08/03/2022

  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.

  This company made a complete and blatant misrepresentation of where the property was located at versus where it actually was located at. My family and I were excited to rent a quaint-looking cabin in ******** ** from Vacasa for our family vacation. On line it looked great, big lot, hot tub and it took dogs. Once we made the booking we were given the address by Vacasa that claimed it was ******** **. It turned out NOT to be ******** which is a self-contained resort community with biking trails, aquatics, tennis and horseback riding. The property that we ended up on at the end of a pock filled dirt/gravel road was in the southern boundaries of ****. This property was nowhere near being in ******** and to claim that it was ******** was a blatant misrepresentation. They tried to claim it was the ******** area, which could be true but they advertised/labeled it as ********, **. Not only was it not in ********, but it was like 15 minutes away from ********. On top of everything, when they asked for me to leave a review and I did, it never showed up because it was a one star review. We were so angry and disappointed by the location not being ******** and the fact that we were nearly eaten alive trying to get in the door by mosquitos the size of baby Pterodactylus and given a code that didn't work, we left and didn't stay. I complained to the local person and they hung their hat on the it being ******** when in fact the county assessor has it as ****, **. They kept our $1600 +/- and we want it back. We would of never rented the cabin had we known it wasn't in ******** **. That's why I left a review so that others understood it wasn't ******** at all.

  

  Business Response

  Date: 08/07/2022

  We appreciate you taking the time to share these details with us. We apologize for any inconvenience you experienced. Please note that the zipcode provided for this address by the US ************** is in ********. The home is not misrepresented. As we were not given an opportunity to assist with your entry to the home and that the home is in fact located in ******** according the to the ***** We will not be providing a refund. 
  
  

• Initial Complaint

  Date:08/03/2022

  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.

  Vacation rental 7/23 - 7/30 Place was extremely dirty. Paid for cleaning fee, which was refunded. Air-conditioning not working for over 24 hours before fixed. Non working microwave, standing water in dishwasher, main stais front step support outside to front entry way was completely detached from main porch support (***** stairs) aw well as spindles detached which caused safety issues for young children, broken electrical boxes wuth exposed wires, no hot water in upstairs bathrooms, no indoor lock for front entry. Contacted company multiple times before a return call was made to me. Talked to them midweek and told them to follow up with me on 7/30. No return call since 7/28. No answer from property manager or grounds manager. Numbers went to voice-mail which caused me to call local office. Messages were taken and calls return days later. Some of the issues were addressed while one family member had to stay at property while their maintenance crew was there, as they stated they were uncomfortable being there alone. Forced to deal with other issues at hand for reminder of vacation. Was told my local office that management was to contact us back upon departure on 7/30 so we could enjoy what was left of our vacation, which never happened and I havent spoken with anyone or any communication.

  

  Business Response

  Date: 08/07/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced during your stay with us. It looks as though we were able to address most of your concerns as well as providing some compensation for the issues.

  Customer Answer

  Date: 08/07/2022

   
  Complaint: 17667636
  
  I am rejecting this response because the only compensation was a cleaning fee. I should have not had to contact anyone in the first place. These issues were totally fixable and should have been addressed prior to my stay. I am asking for a full refund. Clearly there are more issues that weren't addressed and caused multiple people to stay at the property and miss out on doing things since we were first told we needed to stay at the rental and be there when someone showed up to fix the issues. I paid $5k for a house that I would expect to get what I paid for. I genuinely feel what I paid for was not 5k worth. It was throughly disappointing Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/14/2022

  Once again thank you for taking the time to share these details with us and once again we apologize for any inconvenience you experienced. As we were able to address the items you reported to us, and we have already refunded the cleaning fee, we do not feel further compensation is warranted. 
  
  

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17667636
  
  I am rejecting this response because:

  The cleanliness of the property during my stay was the least of my worries. The major safety issues were more of a concen to me which were previously mentioned. Each of these issues presented an extreme safery issue to the children as well as the adults. Receiving a 4% cleaning refnd is absolutely astonishing. I am extremely concerned about the safety of anyone staying here, especially children. I am still requesting be refunded, fully. Also, i still havent  received a call back from your office to follow up on any issues had i  had and it's been over 4 weeks and counting. Also the vacasa app has yet to post my review. Sounds like you're trying to get away with ripping people off. 

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

• Initial Complaint

  Date:08/03/2022

  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 rented an condo unit managed by Vacasa in July of 2022 for a family vacation. The night before i was to checkin, I was called by someone at Vacasa informing me that the large pool pictured in the units advertisements would not be open for my stay. They did offer a full refund, but this was the night before i was to drive to florida with my wife and 4 kids. No other unit were available so i asked if there was some discount or something else i could get instead of cancelling the entire trip. I was told and i quote "i needed you to say that, yes, there is and someone will call you back".No one ever called. I placed several calls to Vacasa during my stay only to be told the same thing over and over. Someone will call me back. Well after my vacation and after several more calls, a women named ******* calls me to tell me that the call made to me was a mistake and that technically my unit wasn't even allowed to use the pool. That was her attempt at resolution even though their advertising has this pool pictured in more than 1 photo of their units.She then told me that she was authorized to refund me 25$ per day for lost amenity. this is unacceptable to offer this low ball offer after i missed out on the pool and in good faith did not cancel the entire trip. The unit itself is over 200$ a night. There is no way i book that place without the use of that pool with a simple 25$ discount. She then tells me she will speak with her boss and have her call me. We are now back to not getting any call backs after messages and texts are sent.

  

  Business Response

  Date: 08/08/2022

  Thank you for taking the time to share these details with us. We apologize for the miscommunication about the pool. As both pools were available for your stay and you refused our original offer of compensation for the misunderstanding, we will not be offering further compensation.

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17666765
  
  I am rejecting this response because i had no idea the pools were open until ny trip was halfway complete.
  
  Sincerely,
  
  ***********************