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

  
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  Sterling Resorts

  1751 Scenic Hwy 98 Destin, FL 32541-8542

• 

  Vacasa

  523 Gatlinburg Drive Gatlinburg, TN 37738

• 

  Vacasa

  6 Barbados Ln Panama City Beach, FL 32461-9110

• 

  Sterling Resorts

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  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.

  In 2021, I cancelled a Vacasa reservation and was issued a Future Stay Credit for $404.06 CAD. That credit originally expired in 2022. On August 29, 2024, I contacted Vacasa to ask about ***** response, I received a written email from a Vacasa representative (**** *.) confirming that a new Future Stay Credit had been issued, and that I had 15 months from that date (August 29, 2024) to use it. The email also included clear step-by-step instructions on how to apply the credit toward a future booking.I relied on this written communication in good faith and considered it a new agreement. However, when I attempted to use the credit in 2025, I was told it was invalid. I followed up multiple times and was eventually contacted by a supervisor who acknowledged the written promise but informed me that Vacasa had decided not to honour it.I now have written documentation confirming that Vacasa:- Stated a new credit was issued on August 29, 2024 - Promised it would be valid for 15 months - Is now refusing to honour that credit This is misleading and unethical. Im simply asking that Vacasa uphold what was offered and documented in writing.

  

  Business Response

  Date: 06/04/2025

  Good Afternoon,

  Thank you for reaching out.
  Weve reviewed your request, and well be holding to the original expiration timeline that was outlined in both the initial 2021 email and reiterated again in the 2024 correspondence. The future stay credit was valid for 15 months from the date of issue, and unfortunately, that expiration period has now passed.
  We understand this may not be the outcome you were hoping for, but we do appreciate your understanding and thank you for being a past guest with us. 

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23415227
  
  I am rejecting this response because:

  Vacasa is misrepresenting the situation. I understand the original credit issued in 2021 expired after 15 months. However, I contacted Vacasa on August 29, 2024, and received a written email from their employee, stating that a new Future Stay Credit of $404.06 CAD had been issued and that it would be valid for 15 months from that date. The message also included instructions for how to use the credit when ready to book.
  This was not a reiteration of the old expiration timeline. It was a new written communication clearly stating that a credit had been issued and would be valid through late 2025. I relied on that email in good faith. Vacasa cannot simply walk back what was communicated in writing without offering any explanation or accountability.
  To be clear, I never used this credit and have never been a guest with Vacasa due to this ongoing issue, so thank you for being a past guest is not only inaccurate but dismissive.
  All I am asking is for Vacasa to honour what they promised in writing and allow me to use the $404.06 CAD credit under the terms they themselves provided.
  
  Sincerely,
  Dana 

  

  Business Response

  Date: 06/05/2025

  We appreciate your taking the time to share this information with us. We do see an email that was sent out to you in August of 2024, however, that agent was incorrect.  The future stay credit you refer to expired on 12/03/2022, therefore, the funds are no longer available for use and will not be reinstated. We also sent you information on how to use the credit back when it was issued in September of 2021, and have not received any communication from you since then. We are standing by our decision and hope you understand. 
  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23415227
  
  I am rejecting this response because:

  While I understand that Vacasa originally issued a credit in 2021 with a 15-month expiration, I contacted them on August 29, 2024, and received a clear written message from a Vacasa employee stating that a new Future Stay Credit of $404.06 CAD had been issued. The message specifically said that the credit would be valid for 15 months and included instructions for how to redeem it.

  Vacasa is now stating that the employee was incorrect, but the company is responsible for its communications and cannot ignore what was stated in writing. That is not my responsibility as a consumer. I followed the instructions that were given to me and had every reason to believe the credit was valid.

  I am simply asking Vacasa to honour the terms they confirmed in writing.

  Since this remains unresolved, I will be escalating this to the **************************** and any other relevant consumer protection agencies.
  
  Sincerely,
  Dana 

  

  Business Response

  Date: 06/06/2025

  Were happy to extend the opportunity for you to use the $404.03 CAD credit toward a Vacasa booking at any available Vacasa unit. This offer is valid for stays through the end of this year (December 31, 2025).To take advantage of this, please provide your desired booking dates by the end of next week. Let us know if you have any questions or need help finding a suitable propertywere here to help! This Complaint was Resolved 

   

   

   

  Customer Answer

  Date: 06/06/2025

   
  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:06/03/2025

  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.

  Several issues with vacasa. They always give the customers their money back if they complain long enough and loud enough. But when they do refund the customer back against the home owners acknowledgment, vacasa keeps their portion and only give the customers what the homeowner makes. And the customers always pay a higher fee than what vacasa tells the homeowner. And I've been waiting on two months for payment from vacasa and they have not paid out. They are saying they can only pay out once a month regardless of circumstances. They rarely responds to email and rarely pick up the phone. And their maintenance program is non existent every time I called no one ever showed. And the warranty program is worse. You can never talk to anyone that can make a difference.

  

  Business Response

  Date: 06/04/2025

  Good Afternoon,

  Thank you for reaching out and bringing this to our attention.
  
  Weve gone ahead and shared your request with our Owner Support team, who will carefully review the details regarding the funds you mentioned. They will follow up directly with you once the review is complete.
  
  We understand how important this is and appreciate your patience as the team works through the necessary steps.

• Initial Complaint

  Date:06/02/2025

  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.

  I rented a beach condo in ************ TX from the 29th of May to the 2nd of June at the ********************************** through Vacasa for a total of $4,205.59. This had to be one of the worst experiences me and my family of 9 experienced. We arrived to the resort at about 3:55PM after traveling 4.5 hours with a baby and an elderly woman and checked in. We went to unload our stuff and me and my wife started to smell very potent natural gas outside of the house, so bad that the construction workers building the condo directly next to us looked down at my wife and I from the 2nd-3rd floor and asked do you smell that? It smells like natural gas, a lot of it. My wife and I both said yes, it was so bad that we Immediately went and reported it and asked for a different unit or something that could be done. They made us wait an hour and a half before they could get anything back to me information wise because they were waiting for their property manager and general manager to assess. The property manager and general manager FINALLY came back and addressed me that they didnt smell anything yet their co worker, the hospitality woman said that she did and I quote I did smell something but it seemed like it was coming from the beach. We were about 1 mile away from the beach, their aint no way. THEN the general manager had the ******** to say it potentially could be coming from the oil rigs in the ocean. Those rigs are easily 5-7 miles off shore. Natural gas doesnt travel that far. They said they would send a gas truck out from the local gas company to come check it out and give us the all clear and for us to chill at the pool until they call. They never called. I had to call them 2 hours later to get an answer. They said the trucks came, all clear. Trucks never came. I was there the entire time. The trucks came the NEXT day. They Lied. This company needs to be shut down. The trucks also barely checked, you could still smell natural gas at the meter unit.

  

  Business Response

  Date: 06/03/2025

  Hello,
  Thank you for taking the time to reach out and share your concerns with us. Unfortunately, we are unable to locate your reservation based on the information provided in your initial message. To assist you further, please provide the following details: the reservation confirmation number, the name associated with the reservation, or the phone number used for the booking. Once we have the correct information, we will promptly review your case with our local team and follow up accordingly. We appreciate your patience and look forward to resolving this matter for you.
  
  

  Customer Answer

  Date: 06/03/2025

   
  Complaint: 23409911
  
  It is under confirmation # S127H3WZ. Miranda ********* ************. I want to continue my complaint as this is super unacceptable for a management company to keep tenants in a rental home that had natural gas present the entire time and LIE that there wasnt any and that the trucks came out and gave the all clear when they didnt. My step father is a construction lawyer and I will get him involved if necessary. This was a terrible representation of customer service and clarifying the fact that we had no hot water in the downstairs unit (which is another indication of a gas leak) as user error yet all 5 adults staying in the unit checked and came out with the same conclusion. There was a gas leak, at the meter and I stick by that. I expect compensation. Also, expect a terrible review on all platforms if this doesnt get resolved. We normally stay at *************** in the area and decided to give this resort a shot. Beautiful resort but Vacasa is a terrible management company out there in ******* **
  
  Sincerely,
  
  Sky Faithful

  

  Business Response

  Date: 06/04/2025

  Good Afternoon,

  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: 06/04/2025

   
  Complaint: 23409911
  
  Looking forward to hearing GOOD news only. This was unacceptable. I dont want to take legal action if the local team is not wanting to comply and accept fault for their mistakes instead of labeling it all as nothing or user error

  Sincerely,
  
  Sky Faithful

  

  Business Response

  Date: 06/05/2025

  We appreciate your taking the time to share this information with us. We understand how frustrating this must have been for you. We have reviewed all the documentation and based on the feedback from the local manager, Vacasas General Manager, Palmilla Guest Relations Manager, and the city gas company inspection, there were no gas leaks inside or outside the unit. We responded to your complaint quickly and with concern for your safety. We have not had any further complaints of a gas leak at that unit, which leads us to believe that the gas smell could have been coming from somewhere else close by, like the construction area. We have spoken to the local management staff, and they have declined the refund request.  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23409911
  
  I am rejecting this response because: there was a gas leak at the meter in the back. Everyone smelled it, multiple times. This is all false information. And I wouldnt expect anything else for your terrible company anyways. Expect legal action. Thanks.
  
  Sincerely,
  
  Sky Faithful

• Initial Complaint

  Date:05/31/2025

  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.

  Lockbox key pad malfunctions multiple times during our first 2 days. Unable to come and go without calling for assistance. Time spent away from our vacation trying to get issue resolved. Unacceptable would like compensation for time spent.

  

  Business Response

  Date: 06/01/2025

  Thank you for taking the time to share your experience with us. After looking more into this, we can see it looks like there may have been an issue with the batteries on the door lock. It also looks as though this was addressed within 24 hours of being reported, and there seems to be no further issues. Due to the original inconvenience of this, we have refunded you $28.26. This will reflect in your account within 3-10 business days. Please feel free to contact us with any questions at **************. 
  
  

• Initial Complaint

  Date:05/30/2025

  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.

  On May 14, 2025, a Vacasa representative (Riamelle E.) sent me a written message confirming a 20% discount for my next reservation. The instructions were to book directly through **************************, then provide the confirmation number after booking so the discount could be applied.Following those instructions, I made a reservation and paid. When I contacted Vacasa to apply the promised 20% discount, they denied the offer, claiming the local property team would not honor it and that the fees and the property were not discountable. These conditions were not disclosed at the time the offer was made, nor at the time of booking.This misrepresentation is unacceptable. I relied on a clear and specific promise made by a Vacasa employee, and only made the reservation under the belief that the discount would be honored. After extensive back and forth with customer service, ********************** has only offered a 5% discount as an appeasement, which does not satisfy the terms of the original ************ further try and resolve the issue, I emailed Vacasas executive support team at ********************************************** on May 21, 2025, informing them of the situation and requesting the discount be honored. I have yet to receive a response.This situation reflects: Misleading advertising A possible breach of implied contract Promissory estoppel I am seeking the 20% discount that was originally promised. I have full documentation, including the original message offering the discount and all related correspondence.

  

  Business Response

  Date: 06/01/2025

  Thank you for taking the time to share your experience with us. We have looked into this, and as this was not a discount offered by Vacasa, we are not able to honor this. We have applied a 5% discount to your stay, but this is the most we are able to allow. Please feel free to contact us at ************** with any questions. 
  
  

  Customer Answer

  Date: 06/10/2025

  Update to the status of case number ********- I would like to respond and proceed with the complaint process. My response to the company is below: 
  
  
  Thank you for your response. However, I must respectfully clarify that this situation is being misrepresented.
  
  While it is true that the original 20% discount was associated with 710 Beach Rentals, the property is now managed by Vacasa, and on May 14, 2025, a Vacasa representative (Riamelle E.) explicitly confirmed in writing that the discount would still be honored by Vacasa. Her exact instructions were:
  
  To use your 20% Future Stay Discount, please place a new reservation directly on **************************. Once your booking is confirmed, simply contact us with your confirmation number, and well apply the discount to your stay.
  
  I followed these directions precisely. At no point was I told there were restrictions or exceptions that would make the discount inapplicable. 
  
  Once Vacasa confirmed they would honor it, the origin of the discount is no longer relevant. At that point, it became a Vacasa promise, issued by a Vacasa employee, under Vacasa branding and policies. This was a clear and unconditional promise made by a Vacasa employee acting on behalf of Vacasa.
  
  Vacasa voluntarily assumed and confirmed the discount as their own, in writing. Once that happened, the source of the original offer is irrelevant what matters is that Vacasa affirmatively represented that they would honor it, and I relied on that representation in good faith.
  
  To now deny the discount on the basis that "it wasn't offered by Vacasa" is simply not true it was, and I have the written communication to prove it. 
  
  This is a textbook case of promissory estoppel and potentially deceptive business conduct, as I was induced to make a purchase based on a false assurance.
  
  I am still seeking a partial refund reflecting the 20% discount that was promised by your employee. I remain open to resolving this amicably.
  ~****
  

  
  

  

  Business Response

  Date: 06/10/2025

  Thank you for the opportunity to respond.

  
  The discount referenced by the guest was offered by a third-party company and is not a promotion or offer that Vacasa can honor directly. Our agent responded to the guest in good faith, believing at the time that the discount originated from Vacasa. To maintain goodwill and provide a positive guest experience, we extended a 5% courtesy discount.
  Additionally, we have offered the guest the option to cancel the reservation without penalty if they choose to do so by June 17th. We hope this demonstrates our commitment to fairness and customer satisfaction.
  Please let us know if there are any further questions or concerns.

• Initial Complaint

  Date:05/30/2025

  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.

  This business promoted or rental on *********** with a preferred checking time. When I chose the time I wanted to check in I paid for the room they took my money. And then the day before the booking was supposed to start I get an email saying I need it to sign a lease agreement and that the only check-in time was at 4:00 p.m. when I chose to check in at 10:00 am. I called saying that I only paid for this room for the fact that I could check in at 10:00 a.m. and they said sorry that there is nothing that they could do to help me and I said that they were false advertising on ************ and using malicious marketing. They have not done anything to help me and they wouldn't even offer a refund. So now I'm stranded before a really big corporate meeting.

  

  Business Response

  Date: 06/01/2025

  Thank you for taking the time to share your experience with us. After looking more into this, *********** states under house rules that check-in time starts at 4 PM. The preferred check-in time you are referring to is not guaranteed and is only a request. We also sent a message to your request on 5/29/2025 that early check-in would not be available and standard check-in would be at 4 PM. 
  Please feel free to contact us with any other questions at **************.  
  

• Initial Complaint

  Date:05/30/2025

  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 stayed at a Vacasa property in **************, ** from May 2326, 2025. The listing was misleading and the property was in unacceptable condition. The photos on Vacasas website did not match the actual unit, most notably showing a completely different kitchen.Upon arrival, we found:The unit was unclean, with visible dust and grime.The deck was unusable, covered in long-accumulated debris and broken furnitureincluding a table patched with very old, weathered wood.A guest attempted to sit in a kitchen chair and it collapsed beneath them due to a broken legposing a serious safety hazard.A bug was found in one of the beds.The mattress in the downstairs bedroom was manufactured in 2013 and was in extremely poor, sagging condition.The washer and dryer were non-functional, despite being advertised amenities. This raises concerns about how frequently linens and towels are laundered between guests.We began contacting Vacasa on May 25 and received only templated, automated replies. After several days, I spoke with a Vacasa supervisor who offered only a $130 refund, which I declined. He excused the decks condition by blaming the weather and stated that they cannot control bugs. However, as a professional property management company, Vacasa is responsible for pest control and property upkeep. Dismissing these issues is both irresponsible and unacceptable.Vacasa has refused to take accountability for the health, safety, and misrepresentation issues we experienced. Their response has been dismissive, and the property clearly did not meet their advertised standards.We are requesting a full refund due to unsafe conditions, misleading advertising, and Vacasas failure to provide the services promised.

  

  Business Response

  Date: 06/01/2025

  Thank you for taking the time to share your experience with us. We do apologize for any inconvenience you may have had during your stay. At this time, we are unable to offer you any additional compensation. We have reached out to our local management team to make them aware of your request for a full refund. If there is any further approval for a refund, we will notify you. Please feel free to contact us in the meantime with any questions at **************. 
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Order 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 using ****, however the listing agent was Vacasa. Their **** listing stated " there may be a parking fee for 4 vehicles". I was only visiting with 1 vehicle however the neighborhood, ****************** in *********, ** charged me a $50 fee to enter the neighborhood and this was not disclosed on the listing. I believe Vacasa was responsible for the content of their rental listing so I informed ****. Vacasa responded to tell me they are not responsible even though they created the listing. I would appreciate it if they would cover the $50 fee

  

  Business Response

  Date: 05/28/2025

  Good Afternoon,

  We are sorry for the inconvenience regarding the parking fee. This is noted in the confirmation email sent to you at the time of booking. However as it was not dually noted on **** we have issued the refund for this fee back to the card on file. Please be advised this refund can take 3-5 days to show on your banking statement. Thank you and have a wonderful day. 

  Customer Answer

  Date: 05/28/2025

   
  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. Attached receipt shows amount of parking fee, $51.50
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:05/27/2025

  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.

  This apartment was terrible, Had 2 lamps in one bedroom but no bulb in one of them, ceiling light in hallway did not work, bathroom ceiling light would come on when you flipped the switch but then would turn off and on, sometimes would stay off for a few minutes, then come on for a minute and then flicker back off. The entrance to one of the bedrooms had a threshold that had nails that tore my sock when I stepped on it. Moving into the hallway, the floor in front of the other bathroom had a piece of the flooring sticking up and broken that you would hurt yourself if you stepped on it. The wallpaper in both bathrooms was coming down and in the first bathroom the ceiling drywall was coming down, it had a section about 12 inches square that fell down and getting worse around it. Both bedrooms had queen size beds that had old coil spring mattress's that were not very comfortable. Moving into the living room the first thing you see is that the clock on the wall doesn't work. The light over the dining room table would flicker on and off when someone was in the kitchen and running the disposal in the sink. We were afraid with all of the lights that flashed on and off in the dining area and in the bathroom that there was probably electrical problems that could cause a fire. Did not feel safe in this apartment at all. Checked in on Thursday and immediatly tried to use the wifi, it did not work. I called the Vacasa number and they said they would send someone right out. No one showed up, so the next morning I called back and they said they would send someone right out. No one came but at about 11 ******* someone called and said they just got a work order to fix the internet. We got back and the internet worked. This was on Friday. The internet worked until Saturday, then all of a sudden it quit working, Tried calling the Vacasa number but could not get an answer after being on hold for 45 minutes. Finally spoke with a girl named ****** about a refund, she said she would.

  

  Business Response

  Date: 05/28/2025

  Good Afternoon,

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced. Our records indicate that compensation has since been processed. Please let us know if you have any further questions or concerns.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23382445
  
  I am rejecting this response because:I am rejecting this response because: Our once a year vacation was
  ruined. From the first day there we had problems that no one would help
  with when we called. With things like the bathroom light and the dining
  room light flashing on and off we could not be comfortable going to bed
  knowing there were electrical problems and no one would help with them.
  Even after calling the number to report the problems nothing was done
  and when I called again the next person I spoke with said there was no
  record of me calling the first time. With everything that was wrong with
  the cabin there is no doubt that if the fire inspector would be called
  to inspect it the apartment would be tagged and shut down because of the
  dangerous problems with the electric. Our vacation was totally ruined
  and at the time no one seemed to care less.
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 05/29/2025

  I did receive a small amount refund, but with all of the problems with the apartment it was not enough, I did add my response to the refund on your website and stated that it was not enough considering how many problems we had and the condition of the rental apartment.  ***** ****

  

  Business Response

  Date: 06/01/2025

  Thank you for your response. We show that the only issues reported during your stay were the internet not working properly and the home being slightly outdated. We also show that the internet was corrected the day after it was reported.  Based on this information, what you have been refunded is fair and measurable, and nothing more will be offered to you. 
  
  

  Customer Answer

  Date: 06/01/2025

   
  Complaint: 23382445
  
  I am rejecting this response because: The internet was out the first day, they came and fixed it on the second day and it worked only that day, it was completely out on the third day and no one came to fix it. Other problems were the electrical problems, the bathroom light would not stay on, it would turn off and on and would not stay on, no light bulb in the bedroom light and the hallway light would not work at all. The light over the dining room table would flash off and on when someone used the garbage disposal in the kitchen sink. These problems were reported the first day and no one came to fix them. Terrible customer service
  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 06/02/2025

  Hello, we appreciate you taking the time to explain your issues with us. I have reviewed this with our team, and we will be issuing an additional refund due to your issues. We have issued an additional $126.80. Please allow up to 10 business days for this to reflect on your credit card, depending on your banking institution. Please let us know if you have any questions. 
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

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  I rented a home for a two week family vacation in ****************, **. for May 10th-24th 2025. Long story short, the home was disgusting. Black mold in the **** vents, we had termites infest a closet and embed themselves in my brother's clothing and bag, we had water pouring in a door jam during rainstorms, the carpeted floors had a thick layer of dust/dirt/link/hair/dead bugs at the edges and corners, power outlets that didn't work, lights that flickered, and showers, TVs, and internet that didn't work. There was more, but I think you get the gist. My best friend's 67 year old mother fell ill by day 3 with symptoms of black mold exposure. She was sleeping directly under a vent riddled with mold. They left early because of the exposure. Now, all I am asking for is a refund as this experience ruined my family trip. Vacasa first offered half my money back, I refused. Then, after some stall tactics, refunded me a small portion, like 15% of my money without notification. I have included photos of the black mold, the termites in my brother's clothes, and the filthy carpets. I also have videos of the flickering lights, water leaking into the home when it rained, and swarms of termites flying around. All I am currently asking for is a refund of my $8,174.77 although I am out much more than that due to the cancellation of events due to half my party departing early due to the mold and insects.

  

  Business Response

  Date: 05/28/2025

  Good Afternoon,

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

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23381926
  
  I am rejecting this response because: This has been going on nearly a week. I was initially offered a refund of half my money back (over $4,000) and I did not accept this. Then your company, without my knowledge nor consent sent me $920.00, or roughly 11% of my rental cost. Due to the immense impact the home conditions had on my family's vacation, including exposure to harmful substances, I am entitled to a complete and total refund of my rental cost of over $8,100.00.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/01/2025

  After careful consideration, it has been decided by our senior management team that the amount you have been refunded will be the maximum we are able to offer. 
  Please feel free to contact us at ************** with any further questions. 
  
  

  Customer Answer

  Date: 06/01/2025

   
  Complaint: 23381926
  
  I am rejecting this response because:

  I am unwavering in my determination to be made whole in the matter. As previously stated, I will not relent until a full refund is issued by ******, Vacasa, and/or the home owner.
  
  It simply is not right nor acceptable that the home owner and Vacasa were allowed to profit from the rental of this home with the knowledge that they were exposing me and my guests to harmful mold toxicity. Nevermind the dangerous electrical problems, insects, water intrusion, general filth, and all of the issues with the amenities.

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