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:07/26/2022

  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.

  Purchased a week stay at a condo in *********** back in February, unfortunately due to unforeseen events we were not able to utilize that week so we requested a change to later in the year ( Nov 19 - 26) in which Vacasa accepted. Some of the members of our party can no longer make the trip, since Vacasa has a full refund cancellation policy if request is made prior to 30 days, I called and requested a refund. 7/25/22 5:30pm cst: Vacasa rep ******** me that they would honor their policy with a full refund minus the 5% processing fees. But, AirBnB would have to initiate the request for refund since it was booked through AirBnB. 7/25/22 6:00pm cst: Spoke with AirBnB, who tried calling Vacasa, went to VM. AirBnB stated that they sent them a message and that I just needed to wait for them to accept the refund request of $2,624.98 7/25/22 7:30pm cst: No response from AirBnB or Vacasa - so I called Vacasa and asked to speak with a manager. After an hour on hold, I am now told that the terms and conditions no longer apply to me because they already made an exception to their policy by changing the dates of our trip back in the spring. I mentioned that I was already told by a Vacasa rep that you all would honor your terms and conditions and provide a full refund but the manager stated that the employee was wrong and didnt know all the facts - I still will not be receiving a refund and the employee will receive some coaching so that does not happen again. When I asked if there was another manager available to speak with, I was told that I will not be receiving a refund of any nature and that there is no one else to speak with because she notated on my account that the trip is non refundable and no exceptions are to be made for me. The AirBnB lisitng it states:G. Cancellation Policy: Rental payments (less a 5/% processing fee) are fully refundable up until 30 days prior to the reservation.

  

  Business Response

  Date: 07/29/2022

  We appreciate you providing us these details. Our records indicate that you initially were going to cancel your reservation on 3/19, which was less than 30 days from your original reservation dates. As that cancellation would have been non-refundable as it was within 30 days of your reservation, nor under policy would you have been able to change your dates. At that time we made an exception and allowed you to move the dates to November. So a cancellation of the November reservation, would revert back to the original cancellation policy and we will not be providing a refund.

  Customer Answer

  Date: 08/05/2022

   
  Complaint: 17627479
  
  I am rejecting this response because: On July 25 I called into Vacasa so we could see what our options were regarding this booking.  I mentioned that we are more than 30 days out, I am requesting a refund less a 5% processing fee - per your policy.  At 5:30pm your representative told me that Vacasa would stand behind their policy and refund the total amount of the trip but the request must come from AirBnB. 

  At 6pm, we called AirBnB who said they needed to verify the refund request with Vacasa - at that time they were unable to speak with a rep from Vacasa so they sent a message through the AirBnB platform instead. He asked me to wait 30min. 

  At 6:30pm, we still had not heard anything so we called back into Vacasa to see what the status was, a representative told me they were looking into it and kept us on hold for about an hour. 

  7:30pm after an hour on hold we are now told that the cancellation policy only applies to the original date of the trip and by changing the trip through AirBnB that I forfeited any and all cancellation policies. 

  After asking to speak to a supervisor, she said that we would not be getting a refund no matter what and there was no one else to speak to about this matter. I said that a Vacasa representative already told me I would be getting a refund and she replied that the employee would receive coaching but that does not change my situation. 

  I do not wish to do any business with Vacasa as they will not follow their own terms and conditions.

   

  Since we are still 3 months out, and already promised a refund -  I am again requesting a full refund (less a 5/% processing fee) as listed in your cancellation policy on the listing. 

  (G. Cancellation Policy: Rental payments (less a 5/% processing fee) are fully refundable up until 30 days prior to the reservation.)

  
  Sincerely,
  
  Emma & ***********************

• Initial Complaint

  Date:07/26/2022

  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 paid $3541.87 for a dirty, hot, and terribly mismanaged vacation rental. When I shared my complaints in person to the manager, she agreed this was unacceptable and promised to contact the owner and get back to me. I visited her the 2nd day, the 6th day of my vacation, then another phone call after I checked out and I still havent gotten a return call. My unit was filthy, the ** was not working, the ceiling fans didnt work, and the box fans they had in the 2 rooms were so dirty, they had hair and dust clumps blowing from them. I requested a repair of the ** and not a single person even looked at it or checked the filter, instead she told me Im not the only family that is hot and she doesnt have any fans to give me. All of this is in an email. Ive checked with other random families in the building and they didnt seem to have a problem. Perhaps a maintenance visit would have helped. My room the entire week did not get cooler than 75 degrees, even at night. I paid my money for a unit that was not was described. She refunded a cleaning fee of $140 dollars and asked if I called cleaning back. That isnt my job! That should have been done prior to my arrival. Additionally, another family member in another unit found chicken nuggets and french fries under the bed and has pictures to show how disgusting this is. I dont think asking for was a partial refund of the $3541.87 for the unacceptable heat, lack operational fans and filthy unit is a tall request. I dont think any family would be happy to pay this much money for those conditions.

  

  Business Response

  Date: 07/29/2022

  Thank you for providing us with these details. We apologize for any inconvenience you experienced. We are having some trouble locating your reservation. If you would please provide us with the name associated with the reservation and the reservation/confirmation number we will be happy to look into this further.

  Customer Answer

  Date: 08/01/2022

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

  I have provided a detailed reply email to ***************************** (which is the email address that emailed me asking for the details) on July 27 at 7:35am with all the booking info along with additional info on a response that I received from the local ops manager at the condo. This email was full with incorrect information and I have all of this saved along with the emails I've sent to the office during my visit. 

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

  

  Business Response

  Date: 08/03/2022

  Once again thank you for providing us with these details. Please be aware that our company is made up of many different departments. In order for us to assist we will need your booking information. Please provide us with the reservation/confirmation number so that we can look into your complaint further.
  
  

  Customer Answer

  Date: 08/05/2022

  I'll provide for a 3rd time. These "many different" departments are part of the problem. A person named **** emailed me for all of that info and I haven't heard from her since providing it. See below for details, additionally please contact me if you want a few pictures and videos of what we paid $4k for. Booking details:************************* ************ ****************** Confirmation: *********  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/14/2022

  Thank you for providing these details for us. It looks as though our customer experience team has contacted you with refund information.

  Customer Answer

  Date: 08/21/2022

   
  

   

   

   

   

   

   

  Complaint: 17624428
  
  I am rejecting this response because: I HAVE NOT BEEN CONTACTED BY ANYONE ABOUT ANY REFUND INFORMATION. PLEASE ADDRESS THIS AND PROVIDE THE REFUND INFORMATION TO ME! 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/28/2022

  Vacasa Response:
  We appreciate you providing us with this information. The contact was made through email to ****************** the email we have associated with the reservation and reads as 
  "We show there is a refund that is owed to you for this reservation in the amount of $260. We are unable to issue the refund back to the card on file due to the original transaction already being processed. We will need your mailing address so our ****************** can issue you a refund check. Please note it can take up to 30 days for a refund check to be processed at this time due to the volume of refunds having to be issued.
  We apologize for any inconvenience this may cause and understand the need to process your refund as soon as possible. Please call us anytime or reply to this email with your mailing address so we can get the process started for you.
  Thank you!
  Vacasa
  www.vacasa.com
  **************"

  This information was sent on 8/11/2022
  

  
  

  Customer Answer

  Date: 08/30/2022

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

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

   
  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:07/25/2022

  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.

  We rented condo 803 at ********* in **** through Vacasa last week. 3 adults came home with a terrible rash. I went to the Dr and confirmed High probability of bed bug bites. Contacted Sea Watch for resolution and was told their paid inspector confirmed no bed bugs. This tedious process has been a nightmare. Sea Watch is blocking our reviews online. We have tons of photos of these bites and asked for a refund at which time they refused. We have never experienced anything like this. Sea Watch suggested these bits could be from sea lice but they arent comparable and weve never gotten them before in 2 decades of travel.

  

  Business Response

  Date: 07/29/2022

  Thank you for providing us with these details. We apologize for any inconvenience you encountered during your stay. We had a certified pest control company come and have documentation from them that states no evidence of bedbugs was found. No evidence of any kind of pest was found in the home. We will not be providing a refund or compensation of any kind. 
  
  

  Customer Answer

  Date: 07/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am chasing pavement at this point. We have been summer residents in ********** ******** all our lives and have never experienced rashes like this before. This was our first and last stay at **********************, as we all saw Drs when we got home and were told our rashes werent consistent with sea lice or sand mites. 
  I appreciate your time with regards to this very bizarre circumstance. Our wish through this whole ordeal has always been to protect other families and vacationers from having to deal with a medical concern like this in the future. 
  I apprehensively accept the business response because I know there will be no further accountability on their part, and we will use this experience as a learning tool moving forward for ourselves and especially others. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/25/2022

  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 rented a unit (#***) in **** ****** at Mt. **************** on 7/17- 7/20 (Conf MB96-02TX) and accidentally left my daughters dolls in the unit. We called an hour after we left and paid $25 for someone to go look for the dolls. 3 hours later we have a text message saying they were found and that someone would be getting ahold of me to get them to me. One week later i had not heard anything and checked in and was now told they never found the dolls. I asked for someone to go back and check for the dolls again and was hung up on. I paid for a service to go look for the dolls and either they didnt do it or someone stole the dolls and lied to me about it. And they havent been willing to come up with any solution.

  

  Business Response

  Date: 07/29/2022

  Thank you for providing us with these details. Were sorry for any inconvenience you experienced. Our records indicate that we sent someone back to look for the dolls, the lost and found fee was refunded to you due to the first misinformation you received about the dolls being found when in fact they hadnt. You were then informed after reaching out that we would send someone back to look for the dolls and then notified that they were found and shipped.  
  

  Customer Answer

  Date: 07/31/2022

   
  Complaint: 17621871
  
  I am rejecting this response because:you only sent one doll. No one actually looked for the second doll even though in all my correspondence i said there was a second doll and detailed clearly where it was. I have been chatting with CS agents since Wednesday about this and someone keeps saying they will contact the local office and get back to me and no one is. At this point i worry another tenant could have possibly taken the doll because  it has been sitting there for so long with no one looking for it. I just want alone to go back and look for the other doll and you guys seem incapable of doing this. 
  
  Sincerely,
  
  *******************************

   

   

  

  Business Response

  Date: 08/03/2022

  Once again thank you for providing us with these details. Our records indicate that the second doll has been located and is being shipped back to you

• Initial Complaint

  Date:07/25/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Check in 7/14/22. Upon arrival at approximately 4:55pm we found the rental property dirty and unsanitary with blood on the underside of a quilt, beds covered in dog hair, soiled linens on top of beds, soiled bath towels in bathrooms, half eaten food inside of a dirty refrigerator, soiled beach towels, and a pair of wet shorts on a kitchen stool. I called the Vacasa support phone number which directed me to a text number. The text support agent was very responsive and directed my issue to the local manager/owner. The owner ****** (I believe that is her name.) called and was apologetic. She advised her maid quit and another property was left unclean. Her other crew was currently cleaning the other property and would get to us after. I understood even as us and our children had to wait outside in a strong thunderstorm with our belongings remaining on the ground level. ****** offered a full refund of the cleaning fee and an additional "small" refund of the rental amount due to our extended wait. In the pictures you can see it was after 8pm and the crew still had not arrived. I accepted the refund offer and we continued to wait for the 2 cleaning ladies who did eventually arrive. It was after 9pm when I texted ****** that the cleaning ladies were there and that there was blood on a quilt on one of the main floor beds. Once the cleaning issues were addressed as best as they could be by the last minute crew I only had to contact ****** for the correct lockbox code to which she did reply by text. We checked out Sunday morning. I texted ****** Monday 7/18/22 and Wednesday 7/20/22 with no reply. I emailed vacasa support who replied a day or so later stating that the local manager refused the refund because the rental was eventually cleaned the night of our arrival. ****** continues to ignore any calls and texts. Please assist in correcting this issue by holding the owner/manager responsible for the agreement that was made regarding refunding the cleaning fee at the least.

  

  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. Weve reached out to our local team to discuss compensation for the issues you encountered and we are able to refund ****** in fees and taxes. Please note this will take 5-7 business days to reflect on your account. 
  
  

• Initial Complaint

  Date:07/25/2022

  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 this property from Vacasa after a very difficult passing of my mother-in-law. Had been full-time caregivers to her for the last 4 years. Needed complete round the clock care for the last 9 months. Completely heartwrenching. This also took an enormous toll on both my children. They both have special ************** issues. My youngest, ***** loves to swim but cannot be out in the sun. She has a condition that makes her skin extremely sensitive to sun & will cause extreme pain and discomfort. Salt water pools are the only pools her skin will tolerate. I was so excited to find a property with a private saltwater pool! When I booked the reservation I explained our situation. It was getting ready to be her birthday so nighttime swimming was our gift to her and a way to get her mind off mamaw's passing. This was specifically rented with a saltwater pool & outdoor pool lighting so we could swim at night. The first night, as it was getting dark, we noticed there weren't any lights coming on, we couldn't find anywhere to turn them on. I immediately messaged Vacasa. They instructed us where to find the lights. As we searched, it kept getting darker, I kept messaging Vacasa and they kept instructing me "you can find the switch on the wall outside the house adjacent to where the pool is" Still unable to locate, I messaged again, again they sent the same message, we kept looking. Messaged again & they messaged "they are found directly behind the light, off the pool deck, or in some areas, the light J-Boxes are installed by the pool equipment pad" By this time it was dark, we decided to scrap the night and try again in the AM. As we walked back, my daughter fell on the rock steps, HUGE hazzard, (especially without lights). Messed her ********** up bad. Messaged again the next day and no response for hours, then they messaged "unfortunately lights by the pool aren't working at this time, we apologize for the inconvenience". I was stunned!! We packed up early and left.

  

  Business Response

  Date: 07/29/2022

  Thank you for providing us with these details. We apologize for any inconvenience you encountered during your stay. Our listing doesnt specify whether or not the pool area has lighting for evening. Our records indicate that one of our team members let you know that the pool did not have lighting while he was attending to the hot tub for your stay. We are able to offer a 10% *********** Credit, but we will not be offering any compensation.
  
  

  Customer Answer

  Date: 07/29/2022

   
  Complaint: 17619777
  
  I am rejecting this response because it is a COMPLETE LIE! We never complained about the hot tub, there was no issue there and no conversations about it. We were NEVER told prior to booking that there were no lights for the outside area and pool. The response about there being no outdoor lighting was conveyed to us only after we had been there for two days trying to find them. I messaged Vacasa the very first night about this and they had us looking for them in the dark which resulted in someone falling and being injured. Several messages I posted copies of where they were instructing us to find the lights only to be told after the second day that they were inoperable. I have copies of the messages submitted that proves this and shows Vacasa is lying. We even left early because of this. How much proof is needed?!!
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/25/2022

  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 paid almost $500 to stay in one of the resorts in ***************** only for this place to be not clean. The staff was rude and stated that none of the issues were their problem. There was body hair to include pubic hair in the bathroom food particles in the room under the beds. Spent a lot of my time there speaking to management only to be told they would reclean the room and they did not. I was supposed to check in at 4 could not access the unit til almost 6. When you check in you are given a list of things you can and cant do. No visitors allowed the time you are there. I was told I would be compensated for the issues and was not. No one contacted me back after telling me they would. I did speak to a manager but after I was told they would reach out to me for compensation for my issues I never heard from them again. Tried bringing the issues up to the front desk staff and she was rude and condescending and said none of that was her problem. I could not even take a shower there because the bathroom was not clean and I did not trust it.

  

  Business Response

  Date: 08/01/2022

  Thank you for taking the time to leave us this review. We apologize for any inconvenience you experienced during your stay. We have refunded ****** in fees and taxes to your account. Please note this process will take 5-7 business days to reflect.
  
  

• Initial Complaint

  Date:07/25/2022

  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.

  Had reservations (Conf # **FB2CWM) to stay at ********************************************* for Oct ***** 2022. I cancelled the reservations on May 27, 2022 and got approval for a full refund of my deposit in the amount of $5600.42. Vacasa refuses to send the refund, stating that it will take up to 2 weeks, then 4-6 weeks, then 4-8 weeks. **************** agents are not able to give any alternative options for receiving the refund. I've spoken to VACASA corporate and local offices (they bought out the local travel company who originally accepted the reservation and deposit) no less than 8 times between the end of May and today with no luck of receiving the refund.

  

  Business Response

  Date: 07/28/2022

  Thank you for sharing these details with us. We apologize for any inconvenience youve experienced. Please know that your original reservation was with the prior management company and carried over with our acquisition. Also, it looks like there was a discrepancy in the amount so that had to be sorted out.  Unfortunately that has created some delays in getting the refund sent back to. Our records indicate that on 7/25 this was escalated and asked that the process be expedited so that you would receive your refund as quickly as possible. 
  
  

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17619173
  
  I am rejecting this response because:

   

  I have still not been contacted by the company, I have not received the refund, and I have been told multiple times that the refund has been "escalated" and "is being processed". 
  
  Sincerely,
  
  ***********************

   

   

  

  Business Response

  Date: 08/07/2022

  Once again we appreciate you taking the time to leave us these details. We have passed these details along to our account manager to ascertain If your refund has been processed and to get a timeline as to when you can expect it. We do sincerely apologize for the delay. We appreciate your patience as we work to resolve this.
  
  

  

  Business Response

  Date: 08/14/2022

  Once again thank you for providing us with this information. We apologize for the delay of your refund. We can understand your frustration. The check has been processed, please allow 2 more weeks for delivery, again we apologize for the delay.

• Initial Complaint

  Date:07/24/2022

  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 rental unit in Maui for 10/13/22 to 10/29/22 -****** 618- through Vacasa. Due to ongoing construction, I decided to rebook the vacation unit to 2023. Vacasa doesnt allow you to change reservations on-line, you can only cancel, so I called Customer Service.Before calling, I checked the 2023 prices on Vacasas website and confirmed the price for 16 days in Oct 2023 would be $5452, $690 dollars less than the contract I signed for the 2022 rental of $6141.When I called to reschedule, the Vacasa representative ***** said my $3071 down payment (including a $560 booking fee) would be transferred to the new dates. However, the rate ***** quoted me for the unit was $200 MORE than what I paid in 2022 (almost $900 more than the rate offered on their own website.)I questioned why I would be charged more for calling customer service than booking on their website and ***** said the price he quoted me was what was in their system. I asked him to escalate this; he did and talked to his Manager and then an up-line Supervisor. I was told they would try to price match their own on-line system quote and ***** confirmed his manager sent him a screenshot of the lower on-line quote. ***** said someone would get back to me to confirm the price match.I got an e-mail from *****: ***** with Vacasa, unfortunately, I have received word back from the supervisor and we are not able to honor that online rate and price match. When you call back in we will be able to move the dates at the rate I provided over the phone. Given their lack of honoring THEIR OWN RATES, I felt my only recourse was to completely cancel the reservation. Because I cancelled the trip, I incured a $560 cancellation fee. Given that I actually wanted to reschedule and was using rates quoted on THEIR OWN ONLINE BOOKING SYSTEM that they would not honor, I would like a refund of the $560 booking fee.

  

  Business Response

  Date: 07/26/2022

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced. Please note that our booking fee is non refundable. It looks as though when you inquired about moving your dates, you were informed that it must be done 30 days in advance and that you would be responsible for the difference. We use dynamic pricing, much like airline pricing that changes and fluctuates, ours taks into consideration everything from how many homes of similar size are available in our inventory, to the home's location, and what holidays or events are occurring in the community. We hope this helps explain the pricing differences. 
  
  

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17617559
  
  I am rejecting this response because: I attempted to rebook the reservation more than 30 days in advance so there should have been no penalty.  Regarding dynamic fees, what you stated is not the issue.  The issue is that your own website had one charge and the charge the customer service rep quoted me for rebooking was $900 MORE than what was on your own website.  I checked again today, and the same rate I was attempting to book is still on your website.   I believe this is an unethical bate and switch on the rates and is no different than a store showing one price on the shelf and then charging another price at checkout.  Ive also filed an ************************ complaint about this issue.  Due to this unethical behavior, I felt I had no choice but to cancel my reservation and I want a refund of the booking fee as I had attempted to rebook in good faith and within your stated policies, but it was Vacasas bait and switch on the rates that made me cancel instead.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/24/2022

  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 was a client of Vacasa from September 2021 until May 2022, during which time I made several requests to cancel their nightly "insurance program", but it did not get done until the very end. Also on their last statement they have charged me $350 for "leak detection", which I am unaware of, and have never been made aware of.I have left several message requesting clarification, but my calls have not been returned.

  

  Business Response

  Date: 07/28/2022

  We appreciate you sharing these details with us. Were sorry that you werent happy with our services. Our records indicate that our owner support team has contacted you on several occasions. It does look as though the ****** was credited back to to you. As for the damage insurance, it was terminated as of June 8, 2022. Prior to that, we had not received any form regarding opting our of the damage insurance policy.

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17617198
  
  I am rejecting this response because: The amount refunded was for work to fix a broken door by a guest. My question was $350 to "American leak Detection" on 5/11/22..I left several messages but my calls were never answered. In the past I reached out to ******* area manager, regional manager, state manager, and original sales person, and none of the calls were returned....the insurance was requested to be cancelled twice previously, but the area representative never told me, nor never sent a form to be filled out. Clearly, there was no coordination amongst the different departments, and nobody taking responsibility for questions and problems.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/07/2022

  Once again we appreciate you leaving us these details. We are working hard to find a resolution for you. At this time we are awaiting word of approval from the local team manager, we should have more information for you in just a couple of days. We appreciate your patience and understanding. Please feel free to reach out to our homeowner support team as well.

  Customer Answer

  Date: 08/24/2022

  This complaint WAS NOT satisfied..the company asked for more time...not sure if they are stalling..but definitely not resolved...

  

  Business Response

  Date: 08/28/2022

  Thank you for providing us this information. It looks as though our homeowner support team has been in contact with you to let you know the credits should show on your next statement.

  Customer Answer

  Date: 08/30/2022

   
  Complaint: 17617198
  
  I am rejecting this response because: I no longer have this account open ...would ask that a check or wire to new account...
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/05/2022

  Once again, thank you for providing this information for us. We will be sure to notify our owner support team to let them know we will need to issue a check

  Customer Answer

  Date: 09/09/2022

   
  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, assuming I am sent a check for the full amount.
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 10/06/2022

  
  Regarding this complaint, it was closed as per agreement with the merchant, however it needs to be reopened and Vacassa never sent me the check.(minimum of $350).
  
  Thanks,
  
  ***************************
  

  
  

  

  Business Response

  Date: 10/16/2022

  Thank you for providing us with this information. Our records indicate that you were credited for the leak detection. 
  
  

  Customer Answer

  Date: 10/20/2022

   
  Complaint: 17617198
  
  I am rejecting this response because:
   I never any received any "credit" , and as I said more than once, there is no a longer bank account connected with Vacasa to "credit".
  

  I would like a check asap sent to my home address; I would like any payment info shared with the BBB.
  

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

  

  Business Response

  Date: 10/30/2022

  Once again thank you for providing these details. We are following up with our homeowner experience team to find out if a check was issued and if not, to request that they do so. We apologize for the inconvenience and appreciate your patience while we work to resolve this for you.
  
  

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 17617198
  
  I am rejecting this response because: we are going in circles. I will accept the response when I have a check in hand.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/01/2022

  Once again we appreciate your patience. Our owner support staff has informed us that while you have terminated your contract with us, you should still see your credit, when the next statement would come out. While you will not receive a statement you should still receive the deposit. Please let us know if that has not been deposited by Nov. 10th. And we will gladly follow up for you. 
  
  

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 17617198
  
  I am rejecting this response because the bank account USED FOR THAT account, ending in ****, IS CLOSED.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/06/2022

  Thank you for providing that information. I will let our team know so they can adjust the payment method.

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 17617198
  
  I am rejecting this response because: I have all the responses, but we still have no payment
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 11/13/2022

  Thank you for sharing this information. Our team was updated about the account. If a check has to be mailed it can take 4-6 weeks for processing and delivery.

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 17617198
  
  I am rejecting this response because: would my new account info expedite the process?
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 12/01/2022

  As the process has already begun, it will have to continue as refund via check. New account information would likely slow the process down, as the finance team would have to shift processes. 
  
  

  Customer Answer

  Date: 12/08/2022

   
  Complaint: 17617198
  
  I am rejecting this response because: Anybody, or any business can write a check when, and if they want to. For some reason they insist on making this situation more difficult than it has be, and dragging this out for months. This is ridiculous and not acceptable.
  
  Sincerely,
  
  ***************************