Complaints

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

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  Vacasa

  850 NW 13th Ave Portland, OR 97209-3680

  
• 

  Sterling Resorts

  1080 Highway 98 E Destin, FL 32541-2942

• 

  Vacasa

  546 Mary Esther Cut off NW Ste 3 Fort Walton Beach, FL 32548-4067

• 

  Sterling Resorts

  12011 Front Beach Rd Panama City Beach, FL 32407

• 

  Vacasa

  8478 Gulf Beach Blvd Navarre, FL 32566

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:06/17/2025

  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 booked a weekend at a house and I attempted to cancel 10 days before due to a serious family health crisis. We are no longer able to make the trip. I understand the policy states 30 days cancellation but the fact that they will not offer any refund is cruel.

  

  Business Response

  Date: 06/17/2025

  Hello! 

  Thank you for reaching out, and first and foremost, were truly sorry to hear about your familys health crisis. We understand how difficult this time must be for you, and our thoughts are with you and your loved ones.

  
  While our standard cancellation policy requires a 24 hour notice for a refund Full Refund, weve reviewed your situation and have made an exception. Given the circumstances, we will be issuing a Rebooking refund for your stay.

  We can cancel your reservation and open the nights to rebooking. If any of the nights are rebooked you will receive a refund for those rebooked nights at the rent it was rebooked at if less than the original rent amount. We are able to refund your cleaning fee upon cancelation and if you call in on your original check-out date we can take a look to see if the home did in fact rebook. If the home does not rebook there is no further refund.
  This of course is a risk but an option that is available. Would you be interested in this option?

  We hope this brings you some relief during an already stressful time. If and when you're ready to travel again, wed be happy to welcome you back.

  Please let us know if theres anything else we can do to assist you.

  Warm regards,

  ******** *.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23478824
  
  I am rejecting this response because I cancelled the house and the dates I had booked are not even open for rebooking. So if you're offering a "rebooking refund" but the dates aren't available for anyone to rebook then I'll never get a refund. Please move forward with a full refund. 
  
  Sincerely,
  
  *** *********

  

  Business Response

  Date: 06/26/2025

  We understand how stressful this must have been for you. We spoke with you on 06/25/25 by phone and informed you that we issued a refund of $945.01 because the calendar was not open for the rebook refund offer you accepted. We kept the booking fee. The refund was processed on 06/25 and will take approximately 5-7 business days to be reflected on your credit card account. We hope that this exception addresses the issue. Please call us at ************** if you have any further questions or concerns.

• Initial Complaint

  Date:06/16/2025

  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.

  Upon checking in at ****************** in the *************** on Thursday June 12th. We stood in the hallway trying to get in the condo. We were given a code with some directions but not correct directions. I was texting and talking on the phone with **** from VACASA. After 1 hr someone local from the management came and got us in the room. Other employees from the resort could not assist due to it not being a room that they are in control of. To top off the wait we had our disabled son and my 93 yr old Mother with us in the hall. The place was spacious and had the bed situation just as promised. Furniture in main living room was the worst to sit on. Not very comfortable, tears in the carpet, no grab bars in either shower. Very limited kitchen supplies, not even a spatula to flip eggs over. The first morning after my shower I realized that neither blow dryer worked. I called the 800# and someone got back to me but after my husband went to ********* and purchased a new hair dryer for the 2 ladies. The resort itself was very nice but felt like an outsider being in this VACASA condo. We are seeking a drop in the charges for the inconvenience of taking the hour to get in the door, no working hairdryers as expected.

  

  Business Response

  Date: 06/17/2025

  Hello, thank you for taking the time to share your experience with us. We truly appreciate your feedback and want you to know that we are currently reviewing the concerns you reported. We’ve also reached out to the local team regarding this matter, and we will follow up with you directly as soon as we have any updates. Thank you again for bringing this to our attention.
  
  

• Initial Complaint

  Date:06/16/2025

  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.

  On May 8th we rented a home from via Vacasa. ************************************************** (Confirmation #T7BXEYKF)When we arrived, there was a note on the door from ************** indiicating "...Since we have been unable to collect a payment or make payment arrangements, your gas service has been disconnected." This was left on 4/28/2025.When we entered the home, it was obvious that the heat was off. We checked the stove and furnace to confirm. We contacted Vacasa. They were eventually able to provide another home for us to move to. While nice the home we selected met our needs much better (view of ocean, access to stores, restaurants,...) We followed up with Vacasa asking that they at least provide a reimbursement of the one day's rent and/or discount on a future rental. After several follow *** to *******, the representative from Vacasa, the last response was "Hey, so sorry, but my boss said that there was nothing more they could do"(Rental 5/8-5/12/2025--- $2,337.31)

  

  Business Response

  Date: 06/17/2025

  Hello, thank you for taking the time to share your experience with us. We appreciate your feedback and are currently reviewing the concerns you reported. We would also like the opportunity to speak with you directly to better understand the situation and work toward a resolution. When you have a moment, please give us a call at 503-345-9399 or 800-544-0300. Once connected, kindly request to speak with a manager so we can personally review everything with you. We look forward to hearing from you.

  Customer Answer

  Date: 07/15/2025

  My apologies for the delayed response.
  Thank you for your help. Vacasa has issued a $400 refund. Please let me know if you need additional information.
  
  ***** ******-*******
  

  
  

• Initial Complaint

  Date:06/12/2025

  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.

  I made a reservation for a condo 5/26-5/29/2025. When I entered the condo there was a horrific toxic odor throughout. It was not inhabitable. I immediately left the condo and contacted Vacasa letting them know I can't stay there and was leaving. They said there was not other ground floor units available. I had to get a hotel in ********* and that's where I stayed. I received an email response within one day stating the condo was cancelled and a refund would be issued within 5-10 days. I followed up just recently and have received 7 different responses. No refund has been issued and I'm wondering if this has all been computer generated. It makes no sense. I have all the email correspondence that I can send you.

  

  Business Response

  Date: 06/13/2025

  Hello *****, Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced a further review has been issued and a full refund will be issued due to your claim. Please allow 5-10 business days to reflect on your account. The amount ******. will be issued to the card ending 9392. If you have any questions please feel free to reach out at ************. We truly hope we can host you for a more comfortable stay in the future, thank you.

  Customer Answer

  Date: 06/13/2025

   
  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:06/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We are former customers of ********************** as a result of the sale of our unit. For their final invoice, they charged us duplicative and exorbitant cancellation fees. We emailed the property manager 3 times and were ignored. No one at Vacasa seems to care,

  

  Business Response

  Date: 06/14/2025

  Hello Mark! '

  Thank you for reaching out. We sincerely apologize for any inconveniences this issue has caused. I  have sent the information to the owner success team in their market, and have included the  Local Manager  and General Manager for further review.

  Thank for your patience while we work to resolve this matter. Someone from the local Management team will be in touch with you. 

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23459602
  
  
  
  I am rejecting this response because: I need a more definitive answer and the exact amount I will be refunded.
  
  
  
  Sincerely,
  
  
  
  Mark Grzymala

  

  Business Response

  Date: 06/25/2025

  Good Afternoon,

  Per our owner support team they have stated as of today they are not aware of a credit due. The force move charges will need to go through to see if there is a remaining balance.

  Please let us know if we can assist you with anything else at this time. 

  Customer Answer

  Date: 06/25/2025

   
  
  Complaint: 23459602
  
  
  
  I am rejecting this response because:

  They are liars and won't even try to call me 
  
  
  
  Sincerely,
  
  
  
  Mark Grzymala

• Initial Complaint

  Date:06/12/2025

  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 Q80524W1 Refunded for 1 night at $291.50 Promised a refund for 2 nights, 2nd night would be $291.50 in a text by their local agent, apologizing for the issues. If we were not going to receive that we would have made alternate arrangements. We get home and only 1 night refunded. Total Amount; $865.47, stay May23-26, 2025 Air conditioner did not work the first night which we were refunded for than there was another issue and repairman had to be called out again and came on the 3rd day. Why you would put your resolution to the problem in writing and not honor it is beyond me. We spent almost as much time communicating about our issues than we did relaxing. We understand things happen but the right thing should be done.

  

  Business Response

  Date: 06/12/2025

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced. Our records indicate that compensation has since been processed. We refunded the $291.50 on 05/26/25, which included the first night's rent of $153.00 and a partial refund of $122.00 for the second night, along with the applicable taxes. I also refunded the remaining $32.86 on 06/12/25, which is the leftover amount for the second night's rent and the applicable taxes. The remaining amount that is still on the reservation is the last nights rent, the fees, and taxes. We did provide a refund of the first two nights of rent, which is what we agreed to during the stay. We feel this refund is sufficient given the circumstances and the issues you dealt with. No additional refunds will be processed. I hope you understand. If you have any questions, please feel free to call us at ************.

  Customer Answer

  Date: 06/16/2025

   
  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. I do not agree with their math calculations and we can no longer see a valid  receipt in our Vacasa account.  We have spent enough time on this with them and will accept this but not rent with them in the future
  
  Sincerely,
  
  ****** And *** ******

• Initial Complaint

  Date:06/11/2025

  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.

  I used ****** to book a condo in ***********, *******. The condo is San ****** Condos and the unit is operated by Vacasa. My complaint is a non working dryer in our condo. Ive made numerous calls to Vacasa in the area about this issue to only be told its reported, or we have tried to reach our local team but they didnt answer. I told Vacasa I would like someone to call me but no such luck. Ive called and messaged numerous times but they have yet to reach out to me. Now Im on my last night here and still nothing till 2pm when after I reached out yet again to only be told a tech would be coming out to replace the dryer. Its now 7:50 and still no tech. I check out tomorrow at 10. When I reported my issue to Vacasa I told them some type of compensation or atleast a work around to my issue. That was Monday. Now here we are my last night and still nothing. Im sure they are going to wait till I check out to replace the dryer and I can understand that to a point but is still disheartening.

  

  Business Response

  Date: 06/12/2025

  We appreciate you sharing these details with us. We apologize for any inconvenience you experienced. The last update on the dryer stated that the part had not arrived yet. They expected it to be there during your stay. We have reached out to our local team for further information and to see if they are willing to provide compensation. We appreciate your patience while we wait for their response.
  

  Customer Answer

  Date: 06/12/2025

   
  Complaint: 23457601
  
  I am rejecting this response because:
  As of 9:30am when we left the part nor the tech had arrived. 
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 06/14/2025

  Vacasa reached out to me today 6-14-25 to offer $100 refund for the inconvenience that we experienced. That was acceptable to us. 

• Initial Complaint

  Date:06/09/2025

  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.

  My family and I (4 persons, one (1) 9 month-old baby) booked a stay at the *********************** located at or near ************************************************ through the Southwest App. We later were made aware that southwest utilized a third-party company (Vacasa) to book stays for customers in the area.Upon booking, we were placed in room 366 at this location.Upon our arrival, tuesday evening my wife went grocery shopping for food for the duration of our stay, spending approximately $300.On Wednesday, my wife attempted to cook us breakfast. Upon turning on the stove it was revealed that the stove top does not work. We checked the oven and found the same issue. Knowing these things happen, my wife sent a message to the provided "customer assistance" number at *************** at approximately 8:20 AM. after the brief open ended conversation, my wife recieved no additional notification that the oven would be fixed, so she texted the number again at approximately 2:00 PM. The number continued to say "apologies for the inconvenience," but did not answer or fix the issue. Later that evening two Vacasa employees came and took pictures of the stove, stating "this is so old, we tell them they have to update their things in these rooms but we can only suggest it really." the women took photos, then left statign someone should come fix the stove the next day. Fast forward to Thursday, after getting the runaround constantly, I contacted the property manager ****** directly who apologized and guaranteed the stove would be replaced on Friday. It was not replaced this day. I requested **** to respond to the unit as we had additionally located mold which was black in color in the air vents. **** responded to the unit, apologized, stating he was in charge of over 100 units and physically washed the mold off of the vents in our sink. No culture test was completed to determine if my family had been exposed to a potentially life threatening mold.

  

  Business Response

  Date: 06/10/2025

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced. Our records indicate that compensation has since been processed. 

  We have reached out to our local team for further information and to see if they are willing to provide further compensation. We appreciate your patience while we wait for their response.
  

• Initial Complaint

  Date:06/08/2025

  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.

  On June 7th we rented ************************************************************************** Ga. To reunite with family we hadnt seen in over 30 years. We were supposed to leave Wednesday morning on the 10th of June. Upon arrival we were greeted by numerous remains of tree stumps in the parking area causing a trip hazard. It didnt get much better when we entered the building. The place stunk horribly and we had to clean the microwave ourselves. Sticky rugs, dirty, maybe **** covered cookware was found. The vents were covered with a thick layer of lint like they had never been cleaned. Stained linens. During this time there were noticeable soft spots in the floor in both the kitchen and right outside the bathroom and main bathrooms. When my husband walked next to the refrigerator in the kitchen it moved from being near a soft spot. It got even worse when the power went out. My son found the tips of ***** nails sticking out of the walls in the upstairs loft. Luckily he didnt fall into them because of the loose railings leading up to the loft. This place needs to be inspected immediately by the State of Georgia before someone gets seriously injured or worse. When my husband called it was demanded from customer service that we must stay in the building until they can send someone out but refused to give us any information on when they planned to arrive. We didnt feel safe with other storms on the way, no power and didnt know if we would have an emergency in the dark. We had to leave for our own safety. We sent them video and pictures and heard nothing back as of late night June 7th. We only spent a few hours in this place mostly trying to connect with unprofessional customer service. This place possibly needs condemned. We do plan on making a report with the city / state before heading back home but this has ruined our vacation and wasted money that we could barely afford.

  

  Business Response

  Date: 06/08/2025

  Hello Mr. ****** We appreciate you sharing these details with us. We apologize for any inconvenience you experienced. We have reached out to our local team for further information and to see if they are willing to provide compensation. We appreciate your patience while we wait for their response.
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23440176
  
  I am rejecting this response because: I dont trust the business to be honest and make things right.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/11/2025

  We have an update regarding your refund request, and thank you for your patience. Our local management staff has reviewed the issues and completed a walkthrough of the property. They have approved the full refund request. This refund was processed on 06/11/25 and should take approximately 5-7 business days to be reflected on your credit card statement. I hope you will consider using Vacasa again in the future. Please let us know if you have any further questions or concerns. 
  

• Initial Complaint

  Date:06/03/2025

  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.

  Re: Formal Complaint and Demand for Full Refund - Reservation #1JDY7B3H On 03/28/2025, I checked into a Vacasa-managed property located at ************************************************************************************************ for a weekend stay (3/28-3/30, confirmation # #1JDY7B3H). Upon arrival, I discovered the unit was in an unacceptable condition - it was not properly cleaned and was inadequate for habitation. The specific issues included soiled linens/bed sheets also covered in hair and dirt, unclean shower tub and curtain, dirty surfaces and debris on floors.I immediately contacted Vacasa customer service to report these conditions and seek resolution. Despite spending several hours on the phone with multiple representatives attempting to find alternative accommodations or another suitable solution, no remedy was provided. Left with no viable options and unable to stay in the substandard conditions, I was forced to check out the same day I arrived, forfeiting my entire weekend reservation. Another member of my party made last minute reservations with another short-term rental service, ******, so we have proof that we relocated and I did not receive the services from Vacasa that I paid for.Following my departure, I spent additional hours with Vacasa customer service department requesting a refund for the unused and unusable accommodations. Despite the clear failure to provide the clean, habitable lodging that was advertised and paid for, Vacasa has refused to issue a refund, claiming that I somehow violated the rental agreement.Vacasa's refusal to refund payment for services not rendered appears to violate Oregon consumer protection laws. Under Oregon's Unlawful Trade Practices Act (ORS ******* et seq.), businesses cannot engage in unfair or deceptive practices, including retaining payment for services that were not provided as promised. As an Oregon consumer, I am entitled to receive the services I paid for or a full refund when those services are not delivered.

  

  Business Response

  Date: 06/04/2025

  Good Afternoon,

  Thank you again for reaching out and for your patience as we reviewed your concerns.
  After a thorough review of your reservation and experience, we understand that things did not go as expected, and we truly apologize for any inconvenience caused. While were unable to issue a full refund, we do believe the refund already offered, which includes the cleaning fee and booking fee is a fair and appropriate resolution based on the circumstances.
  We genuinely value your feedback and hope this gesture shows our commitment to making things right when issues arise.

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23415773
  
  I am rejecting this response and request that the BBB mediate further because:

  Vacasa's offer of a partial refund for only cleaning and booking fees (~$200 of $600.15 original payment) is inadequate given that they failed to provide any habitable accommodation whatsoever.

  Their response notably admits "things did not go as expected" - a tacit acknowledgment that they breached their contract - yet they're attempting to retain the majority of my payment for services they completely failed to deliver. This is precisely the type of unfair business practice that Oregon consumer protection laws are designed to prevent.

  I require a full refund because I received zero nights of accommodation due to their breach, not a discounted stay. I must emphasize that their failure to provide clean, habitable lodging freed me from any obligation under the rental agreement. Vacasa's retainment of any portion of my payment constitutes unjust enrichment.

  Once again I request for a BBB mediator to get involved directly.
  

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

  

  Business Response

  Date: 06/09/2025

  Once again, we understand your position, however, we quickly tried to rectify the issues that you reported to us, but you chose to leave instead of allowing us to come and fix the problems for you.  In the rental agreement that you agreed to, it says that you are required to give us adequate time to address any issues with the unit. Also, the problems you reported do not constitute a failure to provide habitable lodging. Habitable lodging is defined as a property free from major defects and implies a structure that provides basic necessities, like heat, hot water, working plumbing, and is structurally sound. We were notified that you have disputed the full charge with your bank or credit card company, so at this point, we are at a standstill until the dispute has been resolved. Any further communication on this situation will need to be through your bank or credit card company, as our customer experience department will not have any further information.
  
  

  Customer Answer

  Date: 06/10/2025

   
  Complaint: 23415773
  
  I am rejecting this response because:

  I reject Vacasa's inadequate offer and maintain my demand for a full refund. While Vacasa attempts to hide behind a provision requiring "adequate time" to address issues, five hours of continuous communication with customer service far exceeds any reasonable interpretation of this requirement. During this extensive period, Vacasa failed to provide any viable solution - offering only a passcode to a locked storage closet that actually required a physical key, and ultimately suggesting that I purchase my own bedsheets for reimbursement. These responses demonstrate Vacasa's complete inability to remedy the fundamental breach of providing uninhabitable accommodations. No reasonable person would expect a guest to wait indefinitely in a dirty unit, purchase their own linens, or continue attempting access to locked closets when the company cannot even provide correct access information. The rental agreement's provision about allowing time for remedy cannot be weaponized to force guests to accept substandard conditions indefinitely when the company demonstrates no actual capacity to fix the issues.

  Vacasa's retention of my $600 payment while admitting "things did not go as expected" constitutes unjust enrichment under Oregon law. They have acknowledged their failure yet seek to keep payment for services never provided. I spent five hours attempting to work with their customer service, checked out only after it became clear no solution was forthcoming, and have pursued resolution through appropriate channels. In contrast, Vacasa provided unusable accommodations, offered no meaningful remedy despite hours of opportunity, and now attempts to keep the majority of my payment. This is precisely the type of unfair business practice that Oregon consumer protection laws prohibit. I require a full refund for the accommodations I was unable to use due to Vacasa's breach. While I prefer to resolve this matter through the BBB process, I am prepared to pursue all available remedies including small claims court and formal complaints with Oregon regulatory authorities if Vacasa continues to refuse accountability for their failure to provide the basic service I paid for.

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