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

• 

  Sterling Resorts

  1751 Scenic Hwy 98 Destin, FL 32541-8542

• 

  Vacasa

  6 Barbados Ln Panama City Beach, FL 32461-9110

• 

  Latitude 38 by Vacasa

  PO Box 749 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:08/03/2022

  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 had a rental property rented for this coming weekend. Well we live in ****** ** which is experiencing a natural disaster right now. Basically a flood has wiped ** off the map! I called twice and begged them to either refund our money or let us reschedule for a later date since my mother suffered a broken leg and required surgery, we ************* which included all our clothing!!! I lost a car as well! The best they would do was let us reschedule it two weeks later. At this time we dont have a home, clothes, or a car. It is impossible that we can be in a position to go on a vacation in two weeks. We lost $5747.44 to this company. That could help us get into a home at least.

  

  Business Response

  Date: 08/07/2022

  We appreciate you taking the time to share these details with us. We are sorry to hear that you are unable to make your trip. Our policy reads: 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.
  
  

  Customer Answer

  Date: 08/09/2022

   
  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:08/03/2022

  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.

  We rented a two bedroom apartment in ************, **, for the period from July 29 to August 2, 2022, from Vacasa via the **** website. When we arrived, the apartment was dirty as if someone had checked out and it hadnt been cleaned fully. One of the toilets was spattered with f**** Both tub/showers were dirty, with hair and partially used travel sized toiletries. The floors were dirty, with dust, sand, bits of paper, and stones. One bathroom had a single towel that appeared to have been used. The other had one clean towel and wash cloth. We searched and finally found more towels in the entrainment unit in the living room for some reason. We texted with Vacasa starting that first evening. They promised to send cleaners, that the cleaners would call when they were on the way. No cleaners came. We texted with Vacasa multiple times each day of our stay. They kept promising assistance or that theyre working on it, but nothing happened. On the morning of our last full day, I received a call from the supposed owner of the property. He had been on vacation and out of contact. He told me that he sold the property and the listing should have been removed. The apartment shouldnt have been rented. Thats why it was dirty. Vacasa rented us a dirty apartment without the knowledge of the current or former owner. I called **** and texted Vacasa, both said that theyd look into it. They continue to say that theyre looking into it. They put us in a terrible position. The owners could have walked in at any time and thrown us out or called the police. This is unacceptable.

  

  Business Response

  Date: 08/04/2022

  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 refunded your cleaning fee as compensation for the issues. While this home has cancelled its contract with us, the owners agreed to honor all previously booked reservations including yours.

  Customer Answer

  Date: 08/04/2022

   
  Complaint: 17664634
  
  I am rejecting this response because: the refund of the cleaning fee was initially made in response to the filthy conditions of the property.   The reps have mentioned a further refund due to their leasing a property without the owners knowledge.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/10/2022

  Thank you again for sharing these details with us. As mentioned in our prior response, the owner did have knowledge of the booking, as they agreed to honor the reservations made prior to their terminating their contract with us. We will not be offering further compensation.
  
  

• Initial Complaint

  Date:08/03/2022

  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.

  When we arrived (on Monday the 25 of July) the temperature was 80 degrees, when we called Vacasa to address & repair the ** , they said we called Sunday?!?? When we were not even there or had arrived!They said they would get ** in working order, still no repairs ( and said they came by once- they didnt because I was there with special needs child!) finally put in a portable unit, it was broken & blew in HOT air due to taped hose, ** was NEVER repaired, We were never offered a different unit to stay in, TWO different Vacasa employees told me that they had trouble with complaints of the ** unit & had a hard time getting a vendor to repair it. They were going to contact the owner of the property as well. On the last day Friday morning- the day of our departure My daughter got sick & I had to take her to Dr. **** in ************** for overheating, Monday she was rushed to our local hospital due to severe dehydration. Vacasa has offered $100 refund then $200, $400 & as of today $600. This unit should not have been rented in the first place, a total refund should have been offered.

  

  Business Response

  Date: 08/04/2022

  Thank you for taking the time to leave us these details. We apologize for any inconvenience you experienced during your stay. Were having some trouble locating your reservation. If you would please provide us with the name associated with the reservation as well as the reservation/confirmation number we will be happy to look into this further.
  
  

  Customer Answer

  Date: 08/04/2022

  Per your request for additional information for complaint number 17664497
  H33373**63**43**13639H: my reservation number is 3170504754

  confirmation # **KJ71FZ

  Thank you
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Joy English

• Initial Complaint

  Date:08/03/2022

  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 recently stayed at a property managed by Vacasa while on vacation in ********** ** from 07/17/22 - 07/24/22. My stay and communication with Vacasa was less than favorable. I have included photos of a customer review narrative that I completed on Airbnb that provides more details of our experience with Vacasa and the rental property. The full review would not fit in the BBB provided space.In summary, we experienced a significant plumbing issue (flooding) on 7/18 and contacted Vacasa immediately. They advised the problem would be addressed by arrival or phone call from maintenance staff within thirty minutes. After six phone calls to Vacasa over two days, we never received a solution to the problem and it was never evaluated or addressed by maintenance staff. We were told numerous times that we would be contacted by maintenance staff and/or Vacasa representatives and we never received a call back over the entire stay. We were advised at one point that a manager would be calling to work on moving us to another home, yet we never got that call. When we asked to speak with a supervisor, we were placed on hold for an extended amount of time only to be told one was not available to speak with us and would call us back. Every phone call that was placed to Vacasa, we were told we would receive a call back within a number of minutes. We never received any calls from anyone associated with Vacasa or the maintenance staff like we were advised. Not only did we lose use of one shower, we also were unable to use one bedroom during our entire stay that was needed to accommodate children due to the very strong odor of dead mice. The property was also littered with trash and debris under the back deck that contributed to the less than favorable stay. The plumbing issue alone resulted in one day of our vacation wasted, waiting on a resolution.We made numerous attempts during our stay to resolve the issues and Vacasa refused to address or resolve the issue we experienced.

  

  Business Response

  Date: 08/11/2022

  Thank you for taking the time to share these details with us. Our rental has recently changed local team management and we are awaiting a response from the new team. We appreciate your patience while we work to resolve this for you.

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17662690
  
  I am rejecting this response because:Im awaiting further contact from the business with a resolution to the problem.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/26/2022

  Tj, we are so sorry to hear of the unfortunate issues impacting your stay. We recognize the impact that this level of communication can create and this is not the impression we wish to leave you with. We can assure you that the unit was inspected by maintenance staff after your departure and that the necessary repairs are being planned for. We have since issued a refund as instructed by our local manager. We hope to host you in the future for a much more enjoyable stay.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17662690
  
  I am rejecting this response because: I received a partial refund with zero communication or explanation as to how or why that number was refunded. The refunded amount was $369.60, issued on 08/15/2022. The total amount spent on the vacation rental was $2010.85. The home is advertised as 4 Bed / 4 Bath. We chose this rental because it would accommodate our entire group. Due to the fact that we were unable to use 25% of the rental (1 Bed / 1 Bath) I find this amount to be unsatisfactory. The refunded amount doesnt even equate to the 25% rental loss. In addition to the 25% loss, the inconvenience caused by your companys lack of communication and response caused us to miss out on valuable vacation time. I am not requesting a full refund, however, due to the circumstances and the companys inaction to resolve the issue at time of incident, I feel that a 50% refund would be a fair and satisfactory resolution.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 09/04/2022

  Once again thank you for providing this information for us. The ****** is 2 nights of the rental fee and taxes, but not including fees. We feel as though this is a fair amount of compensation fo rthe issues.

  Customer Answer

  Date: 09/09/2022

   
  Complaint: 17662690
  
  I am rejecting this response because: The fact of us being unable to use 25% of the rental we needed is justification enough for more compensation on your part. Not to mention the inconvenience caused by the lack of response and communication.

  I do not believe your refund amount reflects the inconvenience experienced.

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

• Initial Complaint

  Date:08/02/2022

  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.

  I booked a vacation cottage for July 24th - July 25th. I was tested positive for COVID that day and had to quarantine for several days and could not make it, so I could not get a refund. I spent weeks talking to several different people and tried to get my money back. I told the customer service representative that I wanted to move the dates to September 22nd and 23rd. They changed the dates to August 22nd and 23rd and refused to give me a refund since they made that mistake.

  

  Business Response

  Date: 08/03/2022

  Thank you for taking the time to share these details with us. We apologize that you were unable to make your trip. It does look as though we made an exception for your date change. Our **************** team has been trying to get into contact with you. We reached out on 8/2 at between 5 and 5:30 pm, we need to rebuild your reservation for the new dates. Please be aware that this is an exception that we made and we are trying to honor it. Please reach out to our customer service team so that the new dates can be scheduled.

  Customer Answer

  Date: 08/03/2022

   
  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:08/02/2022

  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 booked a trip with this company for Memorial Day weekend. Upon arrival, we immediately noticed this horrid smell in the room, as if someone had just died. Vacasa was contacted, and after many attempts with trying to get in touch, finally was able to speak to someone. The problem was brought up to them; they stated it was because the ** had been off, to give it a couple hours and if it still lingered, to give a call back. A couple of hours go by, and the smell persisted. We call back, and once again, after much difficulty, was finally connected to a representative. We were told that someone from the property would bring in a room deodorizer, and if that didnt work, that they would look into changing our room. Again, a couple hours go by, and the smell, still there. We tried getting in touch with them every day after the initial date of check in, as they suggested if the problem wasnt resolved, and were unable to get in touch with anyone. Our reservations were only from the Friday-Monday, and it had reached the point to where we tried to avoid being in the room at all costs. Fast forward to getting home, E**H one of our suitcases, as well as all belongings in them, picked up the smell and was brought home, therefore having to throw everything away!!! I contacted the company again, over and over again. I was able to speak to someone each time, and each time was told they understood how frustrated I was and would do something about it and would get in touch with me either via email or phone; none of this was done. I would always have to explain my entire situation over again to a new representative. On June 17th, I thought my problem was finally resolved; that we had come to a conclusion. I was told to not worry, that I would be getting a check in the mail for a little over $250 for the compensation of our clothes & bad experience. Its been 6 weeks, still havent received, contacted them this week for an ************* said they had NO RECORD OF THIS.

  

  Business Response

  Date: 08/03/2022

  Thank you for sharing these details with us and we apologize for any inconvenience you experienced during your stay. Our records indicate that a check refund was requested on 6/17. It looks like there may have been a bit of a delay. Please allow one more week for delivery. If your check does not arrive please let us know.

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17657145
  
  I am rejecting this response because: this is what everyone from this company has been telling me yet I am still waitingits been 6 weeks!!! On one end of the company, Im being told there are no records of the discussion from June 17th in regards to the refund, but now you are telling me there is. Im confused as to why it took for me to take this into the matters of having to deal with the BBB for this to be told to me, as well as for some initiative to finally be taken. This is very sketchy. Leads me to believe that nothing would have ever been done if BBB werent involved. All Im asking for at this point is for my refund so I can stop fighting back and forth. Ive been waiting for this check in the mail for over 6 weeks now. I expect it to be mailed out ASAP as there is no room for any further excuses from Vacasa. - there were also several other issues with the condo and service that was brought to the attention of Vacasa in previous conversations. 
  
  *************************

  

  Business Response

  Date: 08/10/2022

  Thank you again for providing us with these details. As the refund is being processed and should be arriving to you soon, there is nothing further we can do.

  Customer Answer

  Date: 08/15/2022

   
  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:08/01/2022

  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.

  Rented a vacation home (Spot at the Cape), contacted Vacasa as soon as we arrived due to dirty home, unsafe and unsanitary conditions. Was told to be patient on numerous occasions. The home was never recleaned (we recleaned it), the front spindle on the balcony remained unrepaired, there was trash under one of the beds, covers on the beds had to be washed as were stained, beds were broken (boxsprings were replaced on Monday - wrong size though). Have tried working with the company but they are now not responding to my texts.

  

  Business Response

  Date: 08/07/2022

  We appreciate you taking the time to share these details with us. We apologize for the inconvenience you experienced. It looks as though our ***** Services team has been in contact with you and we were able to come to a resolution.
  
  

• Initial Complaint

  Date:08/01/2022

  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 a vacation rental in ***********, ** July *****, 2022 for $3682.00. When we arrived at the home, it seemed like a good rental. However, we soon discovered the following: 1. My grandchildren wanted to take advantage of the pool immediately. When they entered the pool they began complaining that the water was burning their nose and throat so we told them to get out of the pool. Later that evening, someone from the company that maintains the pool stopped by and told us that she had just shocked the pool. Why weren't we warned? We also discovered mold around all of the bathroom drains, nails protruding from the deck and other boards lying in the yard with the pointy end up, an infestation of wasps and centipedes in the house. Then the second night we were there, it rained. Water poured into the bedroom where my grandchildren were sleeping. I have registered my complaint with Vacasa, and I feel like they are making promises of a refund to appease me, but are not intending to actually do anything. They need to make this right for me and my family and anyone who rents this property in the future. I have videos of the rain leaking in, but I don't think I can upload them to you.

  

  Business Response

  Date: 08/02/2022

  We appreciate you taking the time to leave us these details. We sincerely apologize for any inconvenience you experienced. In addition to the ****** that you were previously refunded, we have processed the additional amount of ******* in fees and taxes.
  
  

  Customer Answer

  Date: 08/08/2022

   
  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:07/31/2022

  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.

  Our family, including seven children between 3 and 11 years of age rented a villa in La Jolla, ** for $15,099 for the week of July *****, 2022. The advertised pictures show a pristine accommodation, including a beautiful pool, which was a key, considering the many children. In addition, a gas grill to bbq, a kitchen of pots/pans, 6 bedrooms and 4 bathrooms, including showers. The primary issue is that we arrived to find a green pool and a gas grill that was not in working condition. We contacted Vacasa and they had a pool guy show up on Tuesday. He warned us not to use the pool again until it was cleaned and blue, which took until Thursday, causing us to miss from Tuesday thru Thursday afternoon. Someone came to look at the grill on Wednesday and told us it would take too long to replace it. The front burners flame was high when the back received little heat. You couldnt use the whole grill, making it difficult to **** for 15. We also had one shower that would never heat up and another with a shower head so corroded it couldnt be used. The only fry pan couldnt be used because the teflon was so scratched, as well as cookie sheets that were corroded and filthy. One screen was missing from a bedroom and another in the master had holes, while the bottom row of the dishwasher was broken and couldnt be rolled out.The back yard with the pool hadnt been cleaned when we arrived, with dead flower bushes in the patio. Three full trash cans were still on the premises and the pool table was missing two of the *****. The yard was eventually cleaned, the kitchen pans eventually replaced and the trash emptied. However, the grill was never fixed, we lost 2 1/2 days of pool use, the shower issues were never resolved. We were offered $425 for our troubles. The $15,099 included a $525 cleaning feeand we left it cleaner than when we arrived! We believe that 2 days of rental should be refunded.

  

  Business Response

  Date: 08/07/2022

  We appreciate you taking the time to leave us these details. We apologize for any inconvenience you experienced during your stay. We have taken the time to look over your reservation and contacted our local team to approve more compensation. We will be refunding an additional $1922.05, this is the remainder of the cleaning fee as well as one night of rent bringing your refund total to $2347.05. Unfortunately we no longer have your credit card information on file so this will have to be refunded via check. Please note this process takes longer and you should receive your refund check in 4-6 weeks. Again we apologize for any inconvenience.

  Customer Answer

  Date: 08/07/2022

   
  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 also be willing to supply the credit card information, so that Vacasa can expedite the partial refund.
  
  Sincerely,
  
  W *************************************

  Customer Answer

  Date: 09/21/2022

  My name is **************************************** and Im writing in regards to complaint ID ********, which I filed on July 31, 2022 against Vacasa Vacation Rentals.  Due to your help, on August 7, 2022 I received a response from Vacasa that they would be sending me approximately $2,500 to resolve the complaint, and I responded that I would accept the offer.  I was told by Vacasa that due to some type of issue, they would have to send me a check for the amount, which would take from 4-6 weeks.  It has now been over 6 weeks and I have received nothing.  Im concerned that they are going to ignore what they said they would do, and not send me the refund that they agreed to send.  Is there anything you can do to help?

  Sincerely,

  ****************************************

  

  Business Response

  Date: 09/29/2022

  Thank you for sharing this information with us. We apologize for the delay in your refund. It looks as though it didnt get processed as it should have. We have updated this to a high priority and have asked our finances team to expedite the process, though this can still take some time. Please reach out if your refund hasnt arrived to you by October 20.

  Customer Answer

  Date: 10/24/2022

  We have not yet received anything from Vacasa and it well past the second date they provided.

  Regards,

  **********;
  
  

  

  Business Response

  Date: 10/27/2022

  Once again thank you for sharing this information with us and again we apologize for the delay in your refund. We are looking into why it hasnt yet processed and trying to get **************** to expedite the payment. We have reached out to one of our finance supervisors and appreciate your patience while we sort this out.

  

  Business Response

  Date: 10/30/2022

  It looks as though the request for refund was not done correctly and the request had not yet been processed. This has been corrected and weve asked for the payment to expedited, Please let us know if you havent received your refund by Sept. 15th and we will follow up.
  
  

  

  Business Response

  Date: 11/02/2022

  Apologies. If the refund hasn't been received by November 15th, please let us know so that we can follow up. 

  Customer Answer

  Date: 11/02/2022

   
  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, although this has been going on for months.  It seems to me that they're just playing a game, but I hope they actually mean it this time and demonstrate that they have integrity.
  
  Sincerely,
  
  W *************************************

• Initial Complaint

  Date:07/29/2022

  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 business booked me a room that I can not stay in. The door has no locks and no key was provided. I informed them of this and they told me I can cancel but I would not get my money back. Thats doesnt make sense. They literally was willing to cancel the reservation but would not return my money. Theyre pretty much robbing me of my funds without providing what I paid for.

  

  Business Response

  Date: 08/01/2022

  Thank you for taking the time to leave us this review. Our records indicate you called in to cancel, but we have no information about the door lock issues. We assure you that given the opportunity, we make every effort to address guest concerns. We do see that you were provided a lock box code in your trip manager to access the key for the door. If you have further information to provide, well be happy to assist, but we do not provide refunds for same day bookings.
  
  

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17644526
  
  I am rejecting this response because:

  The code they gave me did not work for the master lock. Turn out that wasnt even keeping the door secure. I was able to enter in the room and there is no way to lock it at all. I cant even leave my belongings in the room without someone being able to get in. Thats just one of the biggest issues. Also the blinds are damaged and I cant really have privacy in the room. The couch and the bed sheets were not properly clean. I was afraid I could get bed bugs or lice. I have images showing that the furniture wasnt even clean . You booked me a filthy room with a damaged door and blinds and took my money. This reflects the quality of your service and show that you do not care about the customer or their safety.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/03/2022

  Tell us why hOnce again we appreciate you sharing these details with us and we apologize for any inconvenience you experienced. However it remains that you did not communicate with us any of the issues youve mentioned here, and as we did not have an opportunity to address them we would not provide any compensation. Our policy, which you agreed to 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 Vacasas 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. We may enter the Property at your invitation to remedy any problem you report, at reasonable times and with reasonable notice to inspect, maintain, or repair the Property, and to address any situation that we reasonably deem an emergency that threatens persons or property. We will not be providing a refund as we do not for same day bookings, nor will we be providing compensation as we were not notified of any issue, thus not given an opportunity to address the issues.
  
  

  Customer Answer

  Date: 08/08/2022

   
  Complaint: 17644526
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Almonor 

  I informed you guys of the issues the same day and the customer service rep literally did nothing to help me at all