Business Profile

Property Management

Vacasa

Complaints

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

Customer Complaints Summary

1,724 total complaints in the last 3 years.
415 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:06/24/2025
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 arrived at our vacation rental in ************ on Friday June 20, 2025 around 8pm. I noticed very quickly that there were lots of stains on pillows, walls etc. Upon further inspection I saw that the linens were dirty, there was hair on the bathroom door, makeup on the wall and bed, oil stains on the linens etc. I contacted the company and expressed my concerns. They said they could clean it but it would be the next morning. The pullout sofa bed was covered in dirt, food crumbs and black and blue stains. I sent several pictures and advised them that it was not sanitary and I would be leaving the unit. I requested a cancelation and refund. I was told they couldn't do that and id have to wait until the next day to speak to the property manager. I left and drove 2.5 hours back home with my children and arrived at 3am. I was contacted at 830 am by a property manager who advised I would be refunded. I explained the situation. Told her we were celebrating my husband's birthday. I had dinner reservations and other pre paid activities planned, not to mention the time and gas I had invested in this. She admitted that she knew the property has some issues and that the linens needed to be replaced and that she'd ordered new linens but they just hadn't been put on yet. Knowing there was major issues they still collected money and scammed me. The photos of this property online are highly edited. There is water damage to the wall in the primary bedroom and what appears to be mold and the furniture was torn, missing peices and the dining chair legs were so loose my children almost fell to the floor when sitting down. Today is the 24th. I was told that I would hear from another manager and could speak to them about reimbursement for my time and gas. and I would be refunded for the rental Neither has happened. I spent over 8 hours driving back and forth because of this and I need answers.
Business Response
Date: 06/25/2025

Hello!
We sincerely apologize for the condition of the unit upon your arrival. As a result of your experience and decision not to stay, a full refund of $637.21 is being issued to you. We deeply regret any inconvenience this may have caused and appreciate your understanding.

Best Regards,
******** *.
Customer Answer
Date: 06/25/2025

Complaint: 23514599

I am rejecting this response because:
They are not refunding the entire amount paid and I would like reimbursement for my mileage and gas I spent having to go all the way back home and then back again. One way is 112 miles thus I put 224 extra miles on my car because of their negligence and incompetence. I git back home at 2:50 am and sat in the ohine for over an hour dealing with this problem not to mention climbing 2 flights of stairs with luggage twice in one night.

Sincerely,

******* ******
Business Response
Date: 06/26/2025
Hello Crystal,
We have already refunded you in full $637.21. For the additional refund request, we have sent this to our Management team for further review. We will be back in touch as soon as we have an update if this request will be accepted or not. Thank you for your patience as we work on a resolution for you.
Initial Complaint
Date:06/24/2025
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.
My family and I were on a trip for an entire week staying at your resort and were illegally trespassed for simply questioning the front desk staff why our contractual agreement from VACASA did not specify that we had to park almost a half mile away during peak hours. Instead we were handed a pamphlet when we showed up and then told we must Park and wait for a shuttle van for the rest of the weekend after we had already been told we can park behind the building in residence, since we were renting a resident apartment. VACASA did not disclose this in the contract, which we do have a copy of. Legally, were residents during the lease terms and nothing in the agreement specified anything about parking in a different parking lot. The security staff immediately approached me at the desk and threatened me with Towing my vehicle and getting police involved, then when I politely asked him not to intervene because I was speaking to the front desk person, he got offended and walked away and called the police, escalating the situation for no reason. Due to VACASA not disclosing important details about parking on site in the contract, the resort staff forced us out with threat of arrest and made me drive my family home 5 hours in the middle of the night during a thunderstorm, putting all of us in danger with no lodging or food - all for simply asking why the contract from VACASA does not disclose the resort parking policies. They were fully aware of this and said it's Vacasa's fault and to contact them. This happened right at dinner time and completely ruined our dinner plans and vacation. We want a full refund for this absolutely horrific, embarrassing, and dangerous experience VACASA and the resort put us in. We lost a lot of money because of this, and were forced to leave behind an additional $200+ in groceries. This would have all been avoided if Vacasa would clearly disclose the contract, which we signed and is legally binding!
Business Response
Date: 06/25/2025
Hello!
Thank you for sharing this information with us, and we sincerely apologize for any inconvenience you’ve experienced. We’re currently having trouble locating your reservation details. Could you please provide your reservation confirmation number and the name associated with the booking? We’ll be happy to look into this further for you.

Best Regards,
Samantha L.
Customer Answer
Date: 06/25/2025

Complaint: 23514392

I am rejecting this response because:
I attached a PDF copy of our contract signed with Vacasa which clearly has my wife's signature and Vacasa's agent signature at the bottom, which whoever is responding clearly did not bother to read. I am attaching a screenshot of the receipt from Vacasa with the Confirmation Number CVKG99CH

We want a full refund for the horrific, dangerous, and embarrassing situation this caused. I have video evidence of the entire incident, where I was surrounded and bullied by 4 staff at the resort and threatened with arrest for simply asking questions about why the resort policy is not listed in the Vacasa contract - to which the staff replied "that's Vacasa's fault" and they were well aware of this issue for several years now, but do nothing about it.

Sincerely,

Justin Olsen
Business Response
Date: 06/26/2025
Thank you for sending that information. We understand how stressful and frustrating that whole situation must have been for you. We have reviewed the situation again and found that the parking details were not sufficient to tell you where to park during the peak season. However, Sugar Top Resort reserves the right to make decisions regarding parking based on occupancy. We gave a refund for the last night of the stay due to you being forced to leave a day early. The total refund for the night is $113.84 and was processed on 06/15/2025. We have also refunded another $167.96, which is all the fees plus associated taxes. While the situation was very unfortunate, we feel that a full refund is not warranted because you did stay for most of the booked dates on your reservation. If you have any further questions or concerns, please call us at 1-800-544-0300.
Customer Answer
Date: 06/26/2025

Complaint: 23514392

I am rejecting this response because:
We signed a legally binding contract, and Vacasa did not disclose these important details in the contract. Copy of contract is provided in previous correspondence. Furthermore, because we were forced out with threat of arrest by a police officer in front of our family and children, it was extremely embarrassing. I am absolutely appalled at the lack of "hospitality" here - as Vacasa/resort is supposed to be in the business of hospitality. We were also forced to leave behind over $200 worth of groceries and other personal toiletry items. We were placed in a dangerous situation by this resort, as a preliminary result of Vacasa's failure to properly include the resort's parking rules within the contract they had us sign, which I might remind again, is legally binding.
We want a full refund for the embarrassment and trauma this has caused my family and children, as well as the personal property we were forced to leave behind. Absolutely unacceptable! Nobody should be surrounded by 4 staff members at a resort and threatened with arrest, belittled, and mocked for simply asking why the contract doesn't specify parking rules.

Sincerely,

Justin Olsen
Initial Complaint
Date:06/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We rented a property on ************** in *************, CA through Vacasa and had a terrible experience. Many amenities were unusable, the condition of the home did not match the listing, and overall the stay was far below expectations. After multiple complaints, a Vacasa representative named ***** acknowledged the issues and offered us a refund of one nights stay, the cleaning fee, and the hot tub fee, totaling over $1,700.We accepted this offer, despite believing it was insufficient given the circumstances. However, Vacasa never issued the refund. We followed up numerous times, and our messages have been completely ignored. When we received a baseless accusation of property damage shortly after, we initiated a dispute with our credit card company to protect ourselves. Still, we remained open to resolving this directly with Vacasa and continued reaching out.Vacasas customer service has been nonexistent, and their failure to honor their own promised refund is both unprofessional and unacceptable. We have written proof of the refund offer and the ongoing lack of response. We are now asking for the immediate issuance of the refund Vacasa offered and for this matter to be resolved promptly.
Business Response
Date: 06/30/2025
Hello, thank you for taking the time to provide detailed information regarding the issues you encountered during your stay. Unfortunately, we are unable to locate a reservation under the name, phone number, or email provided in your complaint. Could you please share the confirmation number, the name on the reservation, and the phone number associated with the booking? This will help us review the correct reservation and assist you further. Thank you for your cooperation.
Customer Answer
Date: 07/01/2025
Hi ******,

I received a response from Vacasa, but I dont know how to respond back to them. Here is the information they are asking for:

Reservation was under my husband, ******* ********
His phone number is ************
Our confirmation number was 8SSAG80Z.
Business Response
Date: 07/01/2025
Thank you for submitting this information to us. After looking more into this for you, we are unable to issue any refunds until the dispute you filed with your bank has been completed. At this time, you will need to contact your banking institution for any further updates. You can contact us directly at ************** with any other questions you may have.
Initial Complaint
Date:06/23/2025
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.
Booked through ******. Staying at a property that was not cleaned. Feces, urine, crusted bodily fluids, and fleas are present. We want to leave before the reservation is up and they refuse to refund the cost of the days we will no longer be here.
Business Response
Date: 06/24/2025
Hello, thank you for taking the time to reach out to us regarding your stay. I reviewed your reservation and saw that you’ve since contacted us and confirmed that the BBB complaint is no longer needed, as the local team has addressed the issues. If you still need any assistance or have further concerns, please don’t hesitate to reach out.

Customer Answer
Date: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23509724, and find that this resolution is satisfactory to me.

Sincerely,

Jennifer Tien
Initial Complaint
Date:06/22/2025
Type:Sales and Advertising 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.
My husband and I rented a cabin through VRBO, who had a listing through Vacasa. On the second day of our stay at **********************************************************************, the ** went out. After a long day of golf, and touring local towns, we were greeted with and 80* cabin. We attempted to call the emergency after hours number, with no answer or VM set up. We had to relocate to a hotel for our comfort. We still have not heard about any updates/repairs/refund request for our stay that was abruptly changed due to the lack of communication with Vacasa. Do not rent from this company. If you have any problems during your stay, you will surely not hear from anyone or get any assistance, whether it be by phone or email.
Business Response
Date: 06/24/2025
Hello, thank you for taking the time to share the issues you encountered during your stay. We sincerely apologize for the inconvenience this has caused. I’ll be reaching out to our local team to review the situation in detail. Once we’ve completed our review, we’ll contact you directly with an update. We appreciate your patience and understanding. If you have any additional questions in the meantime, please don’t hesitate to reach out.
Customer Answer
Date: 06/24/2025

Complaint: 23503674

I appreciate the response. However, I am not accepting the response because it will close out the case. I want resolution to our unexpected additional expense. I have tried repeatedly to reach out to Vacasa and VRBO, with no response or closure.

Sincerely,

Pamela Riddle
Business Response
Date: 06/26/2025
Hello, and thank you for sharing your view on this issue. We have refunded two nights' rent, totalling $189.10. However, the local management staff will not approve a refund of the hotel charges you incurred. You chose to leave the property before maintenance could evaluate it. The AC froze because the temperature was set below 72 degrees, which is noted on the sign near the thermostat. Adjusting it to 72 degrees or higher would have prevented this issue. I would also like to note that we have talked to you on several occasions and had a supervisor call and leave a message for you, which was not returned. We believe this compensation is adequate given the situation. If you have any further questions, please call us at 1-800-544-0300. We are available 24/7 for your convenience.

Customer Answer
Date: 06/26/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23503674, and find that this resolution is satisfactory to me. However, I will state there was no phone call made to me by the company. I have no history of or VM left by the company. Also, there was no note placed at the thermostat. If so, I’d love to see proof of this as we took a photo of the thermostat when we returned to the cabin and it was in the 80s when we arrived the evening of the 2nd day. We did turn the thermostat to 68 and I’ll hold accountability for that, as I’ve stated in our complaint, but it was not stated to leave it at or above 72. Thank you for the refund of two nights that we can apply toward the hotel cost.

Sincerely,

Pamela Riddle
Initial Complaint
Date:06/21/2025
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.
Company: Vacasa (A Casago Company)Reservation: VRBO/Vacasa #XGEG1Q1D, $5,280.37, June 1-7, 2025 Issue Summary:My mother passed away May 12, 2025. We booked this $5,280 rental for June 1-7, 2025, to host her memorial mass near elderly aunts and uncles. 13 adults stayed together during this emotional ************* Problems:Upon arrival, the dishwasher was non-functional with mold buildup. I spent hours cleaning it with bleach before realizing it wouldn't operate. Vacasa dispatched a technician who determined the water pump failed and recommended replacement. When I agreed (cooking for 13 people), he said he needed office approval and would follow up. We never heard back, leaving us without this essential appliance our entire ************ cookware had severely chipped Teflon coating, making it unsafe for food preparation.Impact on Family:Without a dishwasher, I hand-washed all dishes for 13 people after every meal, meaning:Time at the sink instead of with grieving family Missing conversations with elderly relatives Less time comforting family members Added stress during our memorial gathering Resolution Sought:Partial refund for reduced rental functionality Recognition of cleaning/maintenance labor I performed Explanation how a $5,000+ property can be rented with broken appliances Assurance of improved maintenance standards The missed family time during our memorial gathering cannot be recovered. This situation warrants compensation and assurance that Vacasa will maintain proper property standards.
Business Response
Date: 06/21/2025
Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced.
We reached out to the local Management for further review on your refund request. Local Management is offering the standard loss of Amenity refund of $20 per day for the issue with the dishwasher during your stay. This is a $120 refund which is fair and measurable for the issue at hand.
We apologize that your experience in our home was not the vacation for which you had planned and for which we strive to provide our guests. Please know that the comfort and satisfaction of our guests is our priority and the experience you had is certainly not commonplace, nor is it indicative of our level of service.
Please feel free to reach out if you have any further questions or concerns.

Thank you,
Vacasa Guest Services
Initial Complaint
Date:06/20/2025
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-managed condo through ****** for a family vacation from June 1620, to celebrate our 25th wedding anniversary. Unfortunately, the experience was extremely disappointing and remains unresolved.Upon arrival, the property was dirty and clearly had not been cleaned. I immediately reported this through the Vacasa app and requested assistance. Despite repeated follow-ups, no one from the cleaning team contacted me until Wednesday at 6:12 p.m.more than 48 hours after check-in.We attempted to reschedule the cleaning for a more convenient time, but no one ever followed up or showed up. In the meantime, I received only vague messages like were looking into it. I was never given any actual solutions, recommendations, or meaningful support.I have screenshots and photos documenting that I reported the issue on the day of check-in (June 16) and continued to request help throughout the stay. Despite this, Vacasa representatives later accused me of lying and not following their instructionsa claim I can disprove with the evidence Ive saved.I have now spent over three hours trying to resolve this with Vacasa directly, to no avail. Their response has been dismissive and disrespectful.This was meant to be a memorable celebration for my family, and Vacasas lack of professionalism, support, and follow-through turned it into a frustrating and disappointing experience. I am asking the BBB to help facilitate a fair resolution.
Business Response
Date: 06/21/2025
Hello Shavonne, our sincerest apologies for any issues that you may have experienced during your stay with us, as this is not our standard. This has been escalated to our highest local leadership and is currently under review. We will reach out to you soon to work on a resolution. Thank you for your patience, and again, my sincerest apologies as this is not the experience that we strive to provide our guests.
Customer Answer
Date: 06/30/2025
Hi ******,
I received a call that I would receive a credit of $375. As of today I still have not received anything

Thank you,
********
Business Response
Date: 07/01/2025
Hello, thank you for reaching out and bringing this to our attention. I can confirm that the refund has been processed on our end. However, as this was an ****** reservation, there may be a slight delay in the refund reflecting on your credit card. This is due to the fact that we do not have direct access to your payment information through ******* system. We kindly ask that you allow a bit more time for the transaction to appear. If you have any further questions or concerns in the meantime, please dont hesitate to contact us.
Initial Complaint
Date:06/19/2025
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.
Reservation confirmation #VM1867RZ.We left 24 hours ahead of schedule. We couldn't stand the spider and tick infestation any longer. The code to get into the property didn't actually exist. If the property owner hadn't been home to tell us that it was unlocked, we would have been baffled. Our car was broken into. We did file a police report.We are seeking one night plus prorated fees to be returned.
Business Response
Date: 06/19/2025
We appreciate you sharing these details with us. We apologize for any inconvenience you experienced. We have reached out to the host/owner and our Guest Works team for further information and to see if they are willing to provide the refund you requested. We appreciate your patience while we wait for their response.
Customer Answer
Date: 06/19/2025

Complaint: 23490495

I am rejecting this response because: I need to add something else to the complaint. Another reason we left 24 hours early is that the man who lives across the street made us feel unwelcome after the car burglaries. While giving the police our report, he walked over. I asked if his car was broken into as well. He yes, "Yes, both cars." He then said to the police officer, "Was it the renters?" I said, "We are renters and our car was broken into." He never apologized but it was clear that this community isn't happy with having vacation rentals. It's a very uncomfortable vibe. While we partially moved up our departure due to tornadoes in the forecast in our home of residence, what really pushed us over the edge were: spiders and ticks in the home, poor communication from Vacasa about a code that didn't exist, feeling unsafe after the burglary, and the way the neighbor treated us after the burglary. We would not return to this property or this town. We frequently visit nearby Union Pier. We will stick with that town in the future.

Sincerely,

Erin Cluts
Business Response
Date: 06/24/2025
Hello,
Thank you for bringing this to our attention. We sincerely apologize for the issues you experienced during your stay.
After reviewing your concerns, I can confirm that our local team has approved a refund for one night, including the associated taxes and fees. Please allow 3–5 business days for the refund to appear on your credit card statement.
If you have any further questions or concerns, please don’t hesitate to reach out. We’re here to help.
Customer Answer
Date: 06/24/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23490495, and find that this resolution is satisfactory to me.

Sincerely,

Erin Cluts
Initial Complaint
Date:06/17/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I booked a home through Vacasa on May 29, 2025 for June 7-8. I was sent a confirmation email and confirmation text messages prior to my trip that stated I would receive all the information I need to get into my rental on June 7th. I did receive many texts and emails from Vacasa, but none of them contained the 10-digit code to access the home. I also downloaded the app and tried to find the code there, as well as clicked on the link for Trip Manager from the emails they sent and tried to find the code there. After looking in all of these places, as well as contacting the 24/7 Customer Support line via phone call and text, I left the home and booked a hotel. I have included all of my text messages and some of the emails (we have been going back and forth a lot). **************** says that they will only provide me a refund of $368.21 (which I still cannot see that I have received). The total cost for the house was $630.57. I am requesting a full refund, since I was unable to access the home.Vacasa **************** continues to say that I chose to stay somewhere else and that's why they will not grant me a full refund. I have asked multiple times for them to confirm when they provided me the 10-digit code to get into the home and how that was sent to me, but they continue to ignore that question and state that I chose to stay somewhere else and maintain that I will not be provided a full refund.
Business Response
Date: 06/18/2025
We hope this message finds you well.
We're writing to confirm that your reservation has been fully refunded.
The total amount has been processed back to your original form of payment.

Depending on your bank or credit card provider, the refund may take 510 business days to appear on your statement.

If you have any questions or need further assistance, please dont hesitate to reach out. We're always here to help.

Warm regards,
******** *.
Customer Answer
Date: 06/18/2025

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:06/17/2025
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.
Transaction date May 15, 2025 We booked a rental house on ***********, managed through Vacasa for a 2 night stay. Upon arrival to the house on June 12 we found that there was a person there who lived in the basement, this was not disclosed. They left quickly when we pulled up as they were trying to not be seen. We confirmed by looking in the basement windows that they were actively living there as we could see food, toiletry items, etc. Upon entry to the home we noticed a pad lock on steps that went to the basement. This is a safety concern for so many reasons. Additionally, the house was filthy with many bugs present, dead and alive. There was hair on the beds and all of the kitchen appliances were dirty and *****. I have photos of all of these things. We were greeted by several brown recluse spiders, alive and sting bugs all over the house. We decided after 2 spiders almost crawled on us that we could not stay in this house and began calling all of the phone numbers we had. We were told that "local" had to get back to us and waited an hour. There was never an attempt to contact us and we called several more times. We finally received a text message that they would refund the $150 cleaning fee and send someone out the next day to clean again. I mentioned that this was not acceptable and we were already exiting the home and that I needed someone to contact me ASAP as we were now out the $630 we paid and forced to pay for a hotel which we were not expecting. We were 7 hours from home, in town for an event, and now having to find new accommodations and were also late for the event due to the move. I have still yet to receive any refund and have called and texted every day since Thursday June 12 with no reply. I have a few text messages from a representative named ******** who continues to tell me that her GM will contact me, which has also not yet happened. All I want is my money back for an uninhabitable, unsafe home that was not what we agreed on.
Business Response
Date: 06/17/2025
Thank you for your message. We understand how important this matter is and want to assure you that weve submitted your complaint and Full Refund request to the Local Property Manager for review.

We are currently awaiting their response and will reach out to you as soon as we have more information.

We appreciate your patience and understanding in the meantime.

Warm regards,
******** L
Customer Answer
Date: 06/18/2025

Complaint: 23479389

I am rejecting this response because: the local business always says they are reviewing my claim and will get back to me but they never do. Its been 7 days and no one will even respond to a message or call me back. I am not confident that anyone is looking into this. Above text message exchange shows where the local GM was supposed to reach out to me every day and never once did.

Sincerely,

********* ***
Business Response
Date: 06/18/2025
Good Afternoon,
We understand your frustration regarding this. And we thank you for your patience while the senior leadership for the local team reviews this request. We will update you as soon as they have come to a final decision. Thank you
Customer Answer
Date: 06/18/2025

Complaint: 23479389

I am rejecting this response because: is there a time frame on how long this review can take? Its already been a week that I was out over $600 and had to spend $400 more on a hotel. Its a simple refund request, they have had all of the documentation for a week. I dont understand the delay. I paid for this house months ago.

Sincerely,

********* ***
Business Response
Date: 06/19/2025
We apologize for the delay, as our local management team had to review your complaints and assess the unit before a decision could be made. I am happy to inform you that the Regional Director of our local staff has approved the full refund of the reservation. We have sent a full refund request to ***********. Please allow 7-10 business days for the refund to be reflected on your credit card account. We apologize for any inconvenience you experienced and hope that you find this resolution satisfactory.
Customer Answer
Date: 06/19/2025

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,

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

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