Complaints

This profile includes complaints for Vacasa's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vacasa

  850 NW 13th Ave Portland, OR 97209-3680

  
• 

  Vacasa

  523 Gatlinburg Drive Gatlinburg, TN 37738

• 

  Vacasa

  13276 Alexis Dr Kamas, UT 84036-5517

• 

  Vacasa

  731 Pennsacola Beach Blvd. Pennsacola, FL 32561

• 

  Seychelles Beach Resort

  5115 Gulf Dr Panama City, FL 32408

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:07/18/2022

  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 checked into condo on 7/15/22, immediately went to the store and bought new linens for the beds because they were dirty and old and smelled. That night discovered a few ants and found the ants spray and put some spray down. I was contacted to rate the cleanliness of the place 1-5, 5 being the most clean i gave it a 2.5 ( i was being NICE!) The next day contacted and was told someone would come spray and put traps down no traps were put down and i have no idea if anyone sprayed.. so i called again and escalated to get an exterminator and was told we would need to be out of the place for a few hours and someone would come at ****am we left for a few hours, no one came. I called again and was told the would send someone, i then said thats not good enough and **** told me she would speak to a supervisor and Id get a call hours go by, no call now we are getting ready to go to bed, 10pm and the entire living room is infested with ants all under the area rug, where the pull out couch is and my children are sleeping!! I call again and was told Id get a call back.. i said i would hold and ******* told me she cant place me on hold and make a call so she needed to hang up. Still waiting and completely grossed out. This place is infested with ants everywhere they are on the night stand where my elderly mom and handicapped capped father are supposed to sleep!

  

  Business Response

  Date: 07/21/2022

  Thank you for taking the time to share these details with us and we apologize for any inconvenience you encountered during your stay. Our records indicate that we were able to send housekeeping back to address the cleanliness issues for you. While it did take a couple of days, we were also able to secure pest control as well. Their report was that they didnt find but a few ants, none in the bedrooms and no biting insects on the premises. It was discovered upon your departure that a rug had been pulled up and left balled in the middle of the floor, the sliding doors were left open and the ** running as well as a broken glass table. The items you indicated in your complaint have been addressed. We will not be issuing a refund at this time.
  
  

  Customer Answer

  Date: 07/21/2022

   
  Complaint: 17586508
  
  I am rejecting this response because:We left property cleaner than we found it. No ants were found because we spent all our time cleaning it. We pulled up the rug, rolled it, it was filled with ants . Had to sleep 4adults in a queen *** while we WAITED for exterminator. We were told ray 1 traps would be put down, they werent! We did NOT leave property doors open or crack a coffee table. I would like to see proof of that report. Or proof we left it open. I have plenty of pictures of the infestation. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/18/2022

  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 $5304 for a trip for my two elderly parents from July 6-July 27th in the Windstar Villa in ********* *******. From the moment they checked in we were unhappy. The cleaning lady had just arrived and took only an hour to clean the whole villa. It was filthy. Bulbs not working all over the home and deep dust on everything. Pots and pans were also filthy. We just cleaned ourselves and Re-washed things so we felt comfortable it was ok. On Tuesday the 12th of July at ***** I texted Vacasa to notify them that the master bathroom toilet was not flushing or filling with water and I would like someone to come and fix it. I was told they had informed local management and would be in touch. I followed up at *****am on Wednesday 13th. I was told there is no update yet. I followed up again on the 13th at 14.59pm-I was told to be patient and it was urgently being looked into by local staff On Thursday the 13th at 19:50 I followed up again. Same response. I told them I had waited a ridicules amount of time, they just need to send a plumber and it can be resolved very quickly. I was told to continue being patient. On Friday the 15th I contacted them again, this time by phone. I explained my parents are old and have mobility issues. If they are unable to fix the toilet can they move us or I would like a refund for the rest of my stay. I was promised someone would call me back and they could switch villas. I never received a call.I text again on the 15th and 6pm and was given the exact same response as previously. I followed up Saturday 16th at ***** and ***** and Monday 18th at 21.00-same response. Someone will get back to me. My parents now just have over a week left in *******. They have had a non working toilet for over half their trip and have had to move into the children's bedroom. This is a matter that could have been solved very easily and was not.

  

  Business Response

  Date: 07/26/2022

  Thank you for providing us with these details. We were able to review your reservation and the remaining ****** that was mistakenly offered will be refunded to you. Unfortunately we no longer have your credit card information on file so this will be issued via check. This process takes 4-6 weeks. Please let us know if after that time frame you have not received it.
  
  

  Customer Answer

  Date: 07/26/2022

   
  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.
  

  please send check to *************************************************************** 10016
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 09/04/2022

  Hi,
  
  The below complaint has been marked resolved however the company have failed to deliver the agreed upon compensation. I would like to re-open complaint. 
  
  Thanks 
  
  *************************;
  

  
  

  

  Business Response

  Date: 09/07/2022

  Thank you for taking the time to share these details with us. We apologize for any inconvenience experienced during your stay. It looks as though the response previously sent to you was sent by mistake. You were never offered any compensation originally. We will go back and take a look again at your reservation and see if we are able to offer compensation for the issues you encountered. We appreciate your patience as we work to resolve this. 

  Customer Answer

  Date: 09/18/2022

   
  Complaint: 17586308
  
  I am rejecting this response because you previously advised I would be paid compensation for the disgusting experience my parents had to endure. 
  

  I have since done further research on the property and I see that it was on the market for sale early this year and fell through and has since been put on the market again which explained the lack of care and considering during the stay. If I had known this I would never have allowed my parents to stay there. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 09/29/2022

  Once again thank you for sharing these details with us. While you were never offered compensation originally, we were able to go back and look at your reservation. As our local team didnt address your concerns at the time, we will be moving forward with the compensation in the amount of ******. Once again, as we do not have your credit card information this will be refunded via check. We do apologize for the miscommunication and that your compensation has been delayed. Please allow 4-6 weeks for this to be processed and delivered.
  
  

  Customer Answer

  Date: 10/04/2022

   
  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,
  
  ***************************

  Customer Answer

  Date: 01/16/2023

  Hi, 
  
  Please be advised the the company have still not provided me with the agreed upon compensation for this complaint. They keep telling me it will be four more weeks. 
  
  I have received yet another text message from them today saying it will be four more weeks for the check to be sent. This is not acceptable. 
  
  *************************;
  US Cell: ***************
  

  
  

  

  Business Response

  Date: 01/23/2023

  Thank you for taking the time to provide us these details. We apologize that you have not yet received your refund. It appears the refund request was submitted incorrectly. This is what caused the delay in your refund. It looks as though it was recently discovered and the process has begun and weve asked that this be expedited for you. Please let us know if you do not receive this refund by Feb 15th. We sincerely apologize for the delay and inconvenience this caused. 
  
  

• Initial Complaint

  Date:07/18/2022

  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.

  We booked Sunset Terrace ******************************************* for the dates of May 28 - Jun 4. When we arrived, it was 85 degrees and the ** did not work. We were provided a portable A/C unit to cool the bedroom, however; the hot air made the rest of the condo uninhabitable. We called 4 times the following day and did not get any solution until 230p. We were told because it was a holiday weekend it was unfixable, and we would need move to a new place. Reviews on VRBOs website for this same property indicate a prior reservation in May 2022 that had no A/C and Vacasa moved them with the same explanation. Local Vacasa management was aware the A/C did not work and did not try to fix the issue or notify us and discuss a cancellation/change. We pre-paid $3041 for this condo and were moved to a unit that was valued $1956. Vacasa issued a refund of $*****, I cannot access any receipt that is linked to the email confirmation. I have requested compensation for the difference in value which equates to $1085. We should only be charged for the unit and amenities what we received which does not equate to our initial price. Vacasa management failed to maintain this residence and wasted our valuable vacation time and we should not be paying for their negligence and poor customer service. I have since made 5 phone calls to corporate customer service with no resolution. On 7/6, 7/15 and 7/18, finally requesting to speak with a supervisor. In speaking with them they said it was solely up to the local management to approve the compensation. I am requesting an itemized receipt to explain how they came to a refund of *****.

  

  Business Response

  Date: 07/20/2022

  
  Thank you for supplying us with these details. After going over all of the finances from your reservation, it does appear that there was an oversight on our part. We apologize for that. Your original booking was *******, that includes all fees etc. 
  Rent: ******** USD
  2022-05-28: ****** USD
  2022-05-29: ****** USD
  2022-05-30: ****** USD
  2022-05-31: ****** USD
  2022-06-01: ****** USD
  2022-06-02: ****** USD
  2022-06-03: ****** USD
  Fees: ****** USD
  CleaningFee: ****** USD
  Limited Damage Waiver: ***** USD
  Booking Fee: ****** USD
  Net Rate Fee: ****** USD
  Taxes: ****** USD
  County - Manatee County Tourist Tax: ****** USD
  *************** and Manatee County Sales: ****** USD
  Total: ******** USD
  The home we relocated you too was *******. As you did stay in the original home the first night, you were charged the rent of ******. Leaving a total difference of ****** which will be refunded to you. As we no longer have your credit card information on file, we will have to issue that refund via check. That process takes some time. Please allow 4-6 weeks for it to process and ship. We apologize for the oversight and the inconvenience of having to wait for your refund. 
  
  
  

  Customer Answer

  Date: 07/22/2022

   
  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 only because I have the lowest expectations from this company. It should be noted that they never addressed the fact that we were checked in knowing there was no A/c. I find it greedy that they continue to charge for our one night in the original unit considering it was not in acceptable condition while we were there. They followed up with such poor customer service. Choosing to mail a refund so that it continues to be delayed is yet another sign of their quality. Vacasa could have easily returned my calls especially since so many requests went unaddressed. All should be warned of this risk when booking with Vacasa. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/18/2022

  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 property for 6/19/22 - 6/25/22 through Vrbo. Upon arrival I found significant water damage to the lower level of the home due to a leak: 13 drop ceiling tiles were damaged, the carpet was still wet, and the entire lower level smelled like mold, leaving it unusable and requiring that we relocate 3 kids who planned to sleep in that area. Nobody had notified me prior to arrival & when I contacted Vacasa they told me that the owners were aware & had already fixed the leak. The shower in the lower level was also actively leaking, damaging the wall & causing a mildew smell. Vacasa had to send a plumber during our visit. I had to change plans to be available when he arrived & had to clean up after him.I maintained communication via text messages with Vacasa through our stay and we agreed upon a refund totaling $2,162.84, which is in writing in these messages. On 6/30/22 I received a refund to my credit card for $1,344.79. On 7/6/22 I reached out to Vacasa via the same text conversation to ask when/how the reminder of the refund would be sent. On 7/9/22 I received a call from Vacasa stating that the person I'd been in communication with "was not authorized to make that refund offer" and that my total refund was what I had already received plus 15% off a future stay with Vacasa (I was never notified of this change). I told them that that was not what was agreed upon, notified them that the offer was in writing, and even provided photos of the text discussion at their request. I did not receive any further contact from Vacasa. I again reached out to them today 7/18/22 via phone and was told that there would be no further refund provided despite what was agreed upon and then I was hung up on when I asked to be transferred to file a complaint. When I called back I was told a ticket was being created & the issue was being transferred to a local operations manager. I firmly believe this is lip service & don't trust any resolution will occur.

  

  Business Response

  Date: 07/22/2022

  Thank you for providing us with these details. We were able to review your reservation and the remaining ****** that was mistakenly offered will be refunded to you. Unfortunately we no longer have your credit card information on file so this will be issued via check. This process takes 4-6 weeks. Please let us know if after that time frame you have not received it.
  
  

• Initial Complaint

  Date:07/18/2022

  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 rental with my family through VRBO for our vacation to the Orlando **** in *******. Vacasa is the managing company for the rental that we got.We checked in on July 6th, at around 6 pm. When we did a walk through of the rental, we noticed that the upstairs hallway was soaked. It had just rained, so we thought the roof was leaking. We opened the closet doors where we thought the water was coming through and found that the ** unit was located there. And in fact, the water was coming from the ** unit. I called Vacasa immediately to report the issue. They said that it was too late and that someone would be coming by in the morning to look at it.The next morning, July 7th, around 10 am, someone did stop by to look at the ** unit and water issue, but they were not able to repair it. By now, it had stopped raining and the ** unit was still leaking, so we knew it wasn't the rain that caused the leaking. Also, on the first floor, the ceiling under the hallway and ** unit, it was starting to show signs of water damage. The person said they would be back later with the right parts to fix the **. They never returned, that day, or any of the days that we stayed there (5 nights). I called Vacasa again that evening to let them know that the ** unit was still broken and leaking and they said they would contact the local team to get someone out right away. No one showed up until the next morning.The morning of July 8th, at around 7 am, the power in the house went out so I called Vacasa. Someone finally showed up around 10 am, but by that time, the power was restored. However, he said he was there to check the toilets. We informed him that the toilets were working fine, but the ** unit was still not working and there is still significant water leakage coming from it. He told us, rudely, that his job was to fix the toilet and he didn't know anything about the ** unit or power outage.There's more to this. We stayed there 5 total days/nights with no **. I contacted....

  

  Business Response

  Date: 07/28/2022

  We appreciate you taking the time to leave us this review. We apologize for any inconvenience you experienced during your stay with us. It looks as though we were able to compensate you in the amount of ******. We feel as though that is sufficient compensation.

  Customer Answer

  Date: 07/28/2022

   
  Complaint: 17582793
  
  I am rejecting this response because: I have not received the refund/compensation yet. The credit is not in my credit card transaction activity, either as already received, or pending. I also believe the amount should be $1,141.72. That is for four nights at the rate of $285.49/night. This was the original rate we booked the property for. I look at it more as it is for the four FULL days that we were there WITHOUT air conditioning, which would've been from Thursday, July 7th - Sunday, July 10th. We checked in on Wednesday, July 6th and then was relocated on Monday, July 11th.
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/08/2022

  Once again thank you for these details and again we apologize for any inconvenience. We apologize that you hadnt received your compensation yet. We have requested that you be refunded the ******, as we no longer have your credit card information, this will be refunded via check. This process takes approximately 4-6 weeks. Again we apologize for the inconvenience.

• Initial Complaint

  Date:07/18/2022

  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 4 nights at Silver Moon, an ocean view beach house from July 22, 2022 to July 26, 2022 for $1,595.97. On 05/08/2022 I was charged $797.99 and on 06/22/2022 I was charged $797.98.On 6/25/2022, I received the following message from Vacasa:"My name is *******, with Vacasa, and I need to inform you of an important change to your reservation: The vacation home you booked for your upcoming trip, Silver Moon, will not be available due to an overbooking created without notification."******* offered to book us in a non-ocean view house. I declined. on 6/25/22 I responded "I am extremely disappointed in Vacasa. If it is true that Vacasas priority is to take care of us and our vacation, as you state below, please find us an ocean view home that will accept 4 guests and one dog (less than 10 pounds) ASAP.Thank you.Hala I then sent numerous follow up emails to ******* and Vacasa which went unanswered. I marked the emails URGENT but ******* and Vacasa continued to ignore my emails. We were disgusted with Vacasa and made other arrangements for our vacation.After hearing nothing from ******* and Vacasa despite numerous emails, on 7/12/22, a full 17 days after his last email and my multiple emails begging for a response, ******* said was he able undo the cancellation of our vacation. We will never use Vacasa again. I cancelled the Silver Moon trip with Vacasa as well as a trip in August at Seadrifter Oceanfront Beach House. I want a refund of $1,595.97 that I paid for Silver Moon and a refund of the $238 cancellation fee Vacasa charged me for the August trip . It is the least Vacasa can do to correct their terrible mishandling of our vacation.

  

  Business Response

  Date: 07/20/2022

  Thank you for taking the time to share these details with us. We are sorry that your rental became unavailable for your stay. Our records indicate that you have been in contact with our customer service agent and we were able to come to a positive resolution.