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

  1751 Scenic Hwy 98 Destin, FL 32541-8542

• 

  Vacasa

  523 Gatlinburg Drive Gatlinburg, TN 37738

• 

  Vacasa

  6 Barbados Ln Panama City Beach, FL 32461-9110

• 

  Sterling Resorts

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

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:07/29/2022

  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.

  I stayed at the rental ****************************************************** on 7/15 - 7/17. The total price was $2533.86 ($1451 for the 2 nights rent, $801.32 for the fees, and $281.54 for taxes). The listing states that there were 9 beds (4 queen, 3 twin and 2 child pull out beds). The home only had 6 out of 9 beds. I contacted them via phone and they said they would setup another bed for us. They dropped off a dirty mat for someone to sleep on the floor. The listing was deceptive. They have now updated the listing to be accurate and admitted to their mistake. Several other amenities that were listed were also not provided. The Foosball table was damaged, fireplace was not functional and second garage was not accessible. I booked the home based on the number of rooms and beds, and was not provided them. They have stopped responding to my emails and are now ignoring me.

  

  Business Response

  Date: 08/03/2022

  We appreciate you taking the time to share these details with us. We apologize for any inconvenience you experienced during your stay. Our listing has *** updated as we only have 2 twins and not 3. We addressed this as soon as we were made aware.  As the maximum occupancy for the home is 10 and there are enough beds to sleep 10, as well as we additionally provided a rollaway bed (twin size) for the missing twin, we do not feel as though any compensation is warranted.

  Customer Answer

  Date: 08/03/2022

   
  Complaint: 17643408
  
  I am rejecting this response because:

  The business agrees they did not provide what was listed on the ad. Once contacted, they dropped off a stained floor mat (not a roll away bed, see picture attached). This is an example of bait and switch, where the business posted a listing for a place with specific amenities and several were knowingly not provided (missing beds, broken foosball and ping pong tables, fireplace didn't work).
  
  Sincerely,
  
  *******************

• 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.

  We are a homeowner with Vacasa, who is contracted to take care of everything with the vacation home in exchange for a 23% commission. We have had problem after problem since we started working with Vacasa in April which has unfortunately resulted in us terminating our contract. The issue now is that the County the vacation house is located in called us to inform us that Vacasa has failed to make the *** tax payments (which they have collected) and that if they payment is not made we are in jeopardy of losing our license/permit. We have reached out to our regional Vacasa team, our Owner portal as well as reached out to above region VP's looking for assistance. This has gone on for 5 days and NO ONE can get us an answer or tell us when our taxes will be paid or how we find our proof of payment. We have sent out continuous communications on email and phone and cannot get this resolved.

  

  Business Response

  Date: 08/01/2022

  We appreciate you taking the time to provide these details. Our records indicate that our team has been working to resolve this issue,and that you were contacted with the latest information, that the county has been contacted and all of the information has been correctly attached to the account.

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17642552
  
  I am rejecting this response because:
  
  We still do not have all details requested in regards to tax payments, it also took 6 days to get an answer, hoping the rest of the information doesnt take that long.

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

  

  Business Response

  Date: 08/07/2022

  Once again thank you for sharing these details. You will need to contact your homeowner support team to obtain those details.

• Initial Complaint

  Date:07/28/2022

  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 recent stay at rise n shine #*** was disappointing in many ways. I've been in touch with the local management team, and while they were extremely responsive and took action on items that were immediately repairable, the overall state of the home and its overall disrepair were beyond their reach. Many items in the home were not as advertised or pictured in the listing, including indoor and outdoor seating, deck areas, and the description of the home as "luxury, well appointed, and sparkling" could not be further from the reality of the home's current state. Specific comments and issues follow. I'd be happy to provide more information as it is helpful. Overall, I feel that the home was listed with misleading and false descriptions, and that the difference between expectations and reality was great enough to justify a refund of at a minimum of 20-50% of the rental rate of $12,800, or a minimum refund of $2,560 and an ideal refund of $6,400. I communicated this expectation to ***** on Friday, July 22nd and I am pending a reply.

  

  Business Response

  Date: 08/01/2022

  We appreciate you taking the time to share these details with us. We apologize for any inconvenience you experienced during your stay. Our records indicate that we were able to address your concerns in a timely manner. That said we understand the disappointment that you experienced therefore we will process a refund in the amount of $1500.00. Please note this will take 5-7 business days to process and reflect in your account.
  
  

  Customer Answer

  Date: 08/01/2022

   
  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:07/28/2022

  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.

  Date of Reservation: July 17, 2022 to July 23, 2022 Majestic Beach Resort Tower 1-1711 Reservation #7B97-PDMH Paid $2,552.72 Upon arriving on the 17th, we discovered the condo filthy and moldy and maintenance issues. Immediately called Vacasa to report the following issues. Below are the issues and if and when they were taken care of.*Master bath toilet would not flush. - Maintenance man came same day but did not have the tools to fix. Said would be back in the morning. Came on the 18th in the afternoon. He did fix the toilet at that time.*Air Conditioner would not work and kept shutting off. Maintenance man on the 18th said looked like the drain lines were dirty and said he fixed it. He did not!!! Called again and again on this and they said a service tech would come. Finally on the 21st I called the number that was actually on the thermostat and unit and he said sounded like the lines are frozen and an HVAC tech would need to come out who knew what they were doing. So I called Vacasa back again and told them that and that the guy said if they didn't fix it they would be replacing a whole unit. So that afternoon a tech came out and fixed it. So we had air Thursday night and Friday before we left.*The other bathrooms shower curtain was completely molded with mold around shower head and floors. *Something was smeared all over several walls. Baseboards were filthy. Carpet was filthy, and floors were filthy and moldy.*Master bedroom bed skirt had like puke (something dried and dark) all over it and the carpet by it next to bed.*Other bedroom trundle bed sheets had stains and looked like dead flakes of skin on it.*Living room couch had what appeared to be blood stains and other stains on it and chairs were dirty.*Cabinets falling off hinges.**18th - Maintenance man took down shower curtain and bed skirt. We received a clear shower curtain liner.Nothing else got taken care of. I bought bleach and cleaned cause we had a 1 yr old with us.

  

  Business Response

  Date: 07/30/2022

  Thank you for taking the time to leave us this review. We apologize for any inconvenience you experienced during your stay. Our records indicate that we were able to address the maintenance issues during your stay. We sent housekeeping to address the cleanliness issues, but you declined their entry. We processed compensation in the amount of  ****** and we feel as though that is fair compensation.
  
  

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17621989
  
  I am rejecting this response because:
  I never denied entry. If you claim the items were addressed how is that possible if I denied entry. Two cleaning ladies came in and took pictures of all the areas and took the moldy shower curtain and stain bed skirt but said they didnt have sheets for the trundle bed and they did not bring any cleaning supplies with them to clean the floors or areas of mold. They didnt even take the dirty trundle bed sheet off.  They put up a clear shower curtain liner and that is all. Maybe you need to see the pictures she took on her phone and they will be the same disgusting pictures I sent you from my phone. 
  what is the time response that I can receive some sort of refund? 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/27/2022

  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.

  Vacasa has requested private personal information to remove myself from their database to which Ive never signed up for in the first place. They require government identification and a utility **** to verify my identity. I believe this is predatory in nature, since again, this information was never provided nor was there services desired. I only wanted to reduce my junk mail and they are making it difficult to do so.

  

  Business Response

  Date: 07/30/2022

  Thank you for taking the time to leave us this review. We apologize for any inconvenience youve experienced. Please fill out the form in this link to stop receiving mail from us. https://www.vacasa.com/go/do-not-mail

• Initial Complaint

  Date:07/27/2022

  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 vacation rental property through Sandbridge Realty on 7/27/2021 and they were acquired by Vacasa in early 2022. I had purchased travel insurance through the original booking which was through a company, CSA Travel, which is now Generalli. I have been attempting to contact Sandbridge Realty and their local phone number redirects to Vacasa. The former Sandbridge Realty portal that housed all of my reservation docs is no longer operable. I have been trying to contact Vacasa since Feb/March *************************************** canceling my reservation. It is not an exaggeration that every time I call Vacasa I am put on hold by the Customer Experience rep and then it disconnects and no one ever calls me back. The few times I have been able to speak to someone they say that the Vacasa cancelation policy now applies despite my documentation from Sandbridge Realty. I have paid half of the rental cost over $2k and cannot get anyone to assist me. Everyone at Vacasa acts like they have no knowledge that they acquired Sandbridge Realty.

  

  Business Response

  Date: 07/30/2022

  We appreciate you taking the time to share these details with us. Were sorry that you are cancelling your travel plans. Our records indicate that you were able to speak with one of our **************** representatives and they were able to assist you with your reservation information.
  
  

• Initial Complaint

  Date:07/27/2022

  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 booked a Vacasa vacation rental through Vrbo (Property ID: ******** for three nights and paid nearly $1000 - which is extremely expensive for the nature of the rental: a studio with a ****** bed. From the outset, the advertised price was misleading. It was "only" $178.67 per night, but then Vacasa tacked on another $221.12 in fees, before taxes. The trip totaled $960.53. 10 days before the check in date, I had a medical emergency and had to have emergency surgery, after which my surgeon told me I was not allowed to travel for 14 days. I reached out to Vacasa, via Vrbo messaging, to cancel my trip and ask for a refund. I even offered to provide documentation of my emergency surgery and inability to travel. A customer service rep messaged me back two days later, asking to me to confirm some credit card details "that we are going to use for the refund process." To me, this indicated that I would be refunded, and I sent back the information right away. Two days later, I got a message back from a different rep, saying that I would not receive any type of refund, because I was canceling less than 14 days from the check in date. I called Vacasa and explained my medical emergency and that I had been unable to cancel more than 14 days in advance because the emergency only occurred 10 days in advance, and I was prohibited from traveling for 14 days. If the emergency had occurred more than 14 days before check in, I wouldn't have had to cancel at all, because I would be able to travel again by the check in date. Vacasa wouldn't do anything and didn't care that they had indicated I was getting a refund in their messages, they would not even give me any type of credit for a future stay with them - or even allow me to reschedule the trip to a later date in the month, even though there were multiple stretches of time when the rental was available. I was forced to cancel and get nothing back. I was lied to about being refunded, and they wouldn't do a single thing to help me.

  

  Business Response

  Date: 07/30/2022

  Thank you for taking the time to share these details and were sorry that youre unable to make your trip. Our cancellation policy can be found on the listing page, as well as during the booking process. It states: Unless stated otherwise in the home description and unit-specific terms, rental payments are fully refundable (less the amount of the 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. We recommend that all guests purchase travel protection insurance to help protect costs against cancellation due to sickness, bad weather, job loss, and more.

  Customer Answer

  Date: 07/30/2022

   
  Complaint: 17632114
  
  I am rejecting this response because: First of all, the refund policy that you just quoted does not even match with the policy your employees informed me of in writing (which reads as follows: "Only reservations that are cancelled at least 30 days before the arrival date are eligible for a full refund and reservations canceled at least 14 days before the arrival date are eligible for a 50% refund.") so clearly this company does not even know its own cancellation policy. Second, and most importantly, you did not address the fact that I was told I would be getting a refund, and then you went back on what you said. That is the problem here. I was asked to confirm my card details "to process my refund". If you're telling me to confirm information to process a refund, that is you are telling me I'm getting a refund. Which is why I expect a refund. If my cancellation went against your policy, then you never should have told me I was getting a refund in the first place. That is your mistake, not mine, and as I was told I was getting a refund, I am still expecting one.

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

  

  Business Response

  Date: 08/03/2022

  Once again thank you for taking the time to share these details with us. Once again were sorry that you were unable to make your trip. Apologies for the misquote on policy, as you booked through a third party, whos policy reads 100% refund if you cancel at least 30 days before check in and 50% refund if you cancel at least 14 days prior to your check in. this policy can also be found on the listing site and during the booking process. No refund if you cancel less than 14 days before your check in date. Your cancellation came only a week before your check in date, which would still constitute no refund and we will be adhering to the policy.
  
  

• Initial Complaint

  Date:07/27/2022

  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 rented a vacation property from Vacasa in **************, ** from June 18th-June 23rd. The property was fine and as described but Vacasa violated my personal privacy and fair use of the rental. Without my permission or prior knowledge they provided my private cell phone number to a local repair company who proceeded to contact me to schedule a time that they could come to the rental to repair the washer machine. Not only is this a huge customer personal information violation which is illegal without authorization but by Vacasa not seeking authorization from me to provide this info to a local repair company facilitates a grave safety concern for their guests. I have sent multiple emails to Vacasa for some sort of resolution to no avail. I wrote a review 2 weeks after no response from the company and it was deleted by them which is not being transparent with consumers. After I threatened to contact bbb about this issue they finally responded with "well its a small town with 1 maintenance person, your info was safe with him"... Not an acceptable response for illegal activity. I am honestly considering taking them to court for CPI violation which in the ***************** is a fine of up to $20,000 per violation per the ******** Consumer Protection Act

  

  Business Response

  Date: 08/01/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience you experienced during your stay. Please note that our contract, states: We share information about you to provide services that you request or to fulfull the terms of a contract between you and us. We may share information with our local providers such as maintenance technicians contractors, and housekeepers to allow us to provide services that you request and that we are contractually obligated to provide. We might authorize our local service providers to collect information on our behalf. If you are staying in a property reserved through Vacasa, this information may include your full name, the names of other guests and your telephone number or email address. As we were fulfilling our obligations to ensure that the washing machine is working and available, there is no "illegal activity". We will not be providing any compensation or refund.
  
  

  Customer Answer

  Date: 08/01/2022

   
  Complaint: 17629559
  
  I am rejecting this response because:

  
  You are technically correct, its not illegal until the **** goes into effect on 7/1/2023. Better update your terms and conditions before then. Still not safe or consumer friendly business practices. Maybe make your policy to tell your consumers in advance if something is broken and has the possibility of their stay being interrupted due to a failure in the product you are selling. Also try getting explicit permission directly from your guests. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/26/2022

  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.

  The date of Service was to be in the Future 10.13.2022.A deposit of ****** I called to cancel due to an ill relative the *************** was cancelled I had no need for rental,They are providing a rental home but when I called to book this home on the phone NO MENTION was given on cancellation policies. They have worded their polices in an unethical way to prevent customers from getting a full refund for services they ARE NOT PROVIDING. I booked a property now my circumstances have changed but they keep my money. What kind of business practices is this no service rendered but keep all the cash??They are only willing to give back less than a 3rd ****** & keeping ******. I am wondering how many people they are getting away with FREE CASH in the bank!!I have also contacted my financial institution as I paid with a debit card.My booking was not till 10.13.2022. I called on 07.25.22 OVER 2 month's notice.I find these practices to be stealing people's money to fall back on policies in their favor. I was never told this when I called to book this property over the phone not even please make sure you read our cancelation policies to make sure you want to book. This was my first time to book AIRBNB / VACASA property ************* it will be my last time to even think of a rental property. This is Highway robbery and a Cash Cow for these companies!!!The ADDRESS OF PROPERTY *********************************************** THE BOOKING #HM8NQMAKBM DATE 10.13.22 TILL 10.16.22 CHECK OUT.VACASA was using AIRBNB site to advertise property & so I had to deal ALSO with AIRBNB either one will refund my money as they are claiming they have their policies in order to steal your money.NO SERVICES WERE GIVEN TO ME I need a full refund. They can book this property again and again. Sincerely Gazelle ***** ******************** cell ************

  

  Business Response

  Date: 07/29/2022

  We appreciate you taking the time to share these details with us. We apologize that you had to cancel. Cancellation policies are available on the listing page, and during the booking process, if asked about the policy we will gladly provide that information. It is the guests responsibility to ensure that they are informed of all policies they may have questions about. We will be adhering to the cancellation policy and not providing further refund.
  
  

• Initial Complaint

  Date:07/26/2022

  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 wife and I, along with our minor children, were residing in a rental property managed by Vacasa at *************************************************************** with a lease paid through August 12, 2022. On 7/25, I went to work and my wife and children were at the residence. One of our large vehicles was parked in the driveway of the residence. Around 10:15am, a woman approached the residence and without even knocking, submitted a security code to unlock the front door, and proceeded to enter the residence, i.e. unauthorized and unannounced. The children were just within feet of her and terrified. They quickly ran into an adjacent room where, thankfully, my wife was not preoccupied and quickly emerged to direct the woman to leave the premise. The woman apparently didn't speak English, but left.Upon contacting Vacasa, I was issued an apology and informed that the woman was a cleaning woman unaware that we were still on the premise. Moreover, they agreed to explore the option to either relocate us to another property for the remainder of our stay, or issue a refund for the remaining days of our stay (i.e. from 7/26 through 8/12), which case we would also be allowed to remain at the property, if we so choose. I was informed that this potential refund would be confirmed as of this morning of 7/26 after a ****am meeting. I followed up this morning and was told that I would receive a call-back shortly. It is not almost 1:30pm, and 28 hours after the incident occurred; and the issue remains unresolved.This violation of contract, privacy, and safety is unacceptable and the fact that this incident involved small children makes it particularly unconscionable that we are constantly having to follow up when the parties responsible for this are unable to appreciate the gravity of this violation. I have had to work from home today just to assuage the fears of our family, and yet I am still waiting for a simple resolution that should have been issued immediately after this incident occurred.

  

  Business Response

  Date: 07/29/2022

  Thank you for providing us with these details. We apologize that your family was startled by the arrival of housekeeping to the home. Our records indicate that you had been in the home for quite some time, and had extended your stay.  There was a system glitch that interpreted the extension as another reservation and unfortunately our housekeepers were dispatched. We apologize for the oversight. While we can sympathize that you were startled, we do not feel this was a reason to question your safety as it was an employee who entered and you were informed of what the oversight was at the time. We did also offer some compensation for the trouble, but you declined. So at this time we do not feel a refund is warranted.