Complaints

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

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  Vacasa

  850 NW 13th Ave Portland, OR 97209-3680

  
• 

  Vacasa

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

• 

  Vacasa

  8478 Gulf Beach Blvd Navarre, FL 32566

• 

  Vacasa

  523 Gatlinburg Drive Gatlinburg, TN 37738

• 

  Vacasa

  13276 Alexis Dr Kamas, UT 84036-5517

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:05/25/2025

  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.

  Rented 101 **** ***** Ct. in **************** on May 12. We started washing and drying all the clothes we brought for vacation. A bad storm came through, and all our clothes were soaked. We washed and dried for several hours. My husband wasn't feeling well and vomited; he said he had a headache. The next day, after going to shops, I told my husband I was dizzy that morning as well. After shopping in pouring rain we still needed to wash our clothes because another storm left everything soaking wet a third time. So I started washing and drying our clothes again. My husband walked by the dryer and heard popping sounds. He recorded the dryer making sounds and, concerned, told me to stop using it. He said he looked behind the dryer and thought the pilot light was popping. We called Vacasa and reported that we were all experiencing what he thought was carbon monoxide issues. He reported that the dryer was making popping sounds, had not been venting outside, and was filling the house with carbon monoxide. The agent said to leave the house and call 911. We opened the back and front doors to let fresh air into the house and The fire department came and confirmed that the dryer was not vented properly and checked for carbon monoxide. The Fire Depart informed me the popping was from the vent closing and opening in the storm. The Fire Depart also stated that running the dryer yesterday and today while unvented would send unburnt gas and carbon monoxide into the living areas. We did have our 15-year-old daughter looked at by ***, but after talking to the firemen and EMS, we decided fresh air was what we all needed. We paid $1370.84 We feel 50% off this price would be a better solution then not answering our calls or our emails. How many other guests have been breathing in the unvented gas dryer carbon monoxide, unburnt gases while using this vacation spot. Yes the dryer was fixed but not until the following day and only after breathing bad air for a few days.

  

  Business Response

  Date: 05/28/2025

  We are actively working on addressing the concerns raised and are committed to finding a satisfactory resolution. However, we kindly request additional time to complete our internal review and ensure a thorough and appropriate response.
  
  We respectfully ask for some additional time to finalize the resolution. We appreciate your understanding and look forward to updating you shortly.
  
  Thank you for your patience and support.
  
  
  

  Customer Answer

  Date: 06/05/2025

  We are still waiting for the company to contact us. They asked for additional time. We can wait additional time please allow this to continue with additional time they requested

  

  Business Response

  Date: 06/05/2025

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced. Our records indicate that compensation has since been processed. The local manager and General Manager looked over the ***************'s report, which stated that there was no gas or carbon monoxide leak in the unit. The local management staff has approved a $200.00 refund for the loss of amenity and the inconvenience of having to sit outside in the rain to wait for the *************** to evaluate the situation. The local management staff will not approve a 50% refund because they feel that it is not warranted in this case. The refund was processed on 06/05/25 and should be reflected in your credit card account within 5-7 business days. 
  

• Initial Complaint

  Date:05/24/2025

  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.

  Issue:On 5-19-25, I booked ********************* 12 (************************************************) through ******, managed by Vacasa (Confirmation Code: HMTTT39BAB), for a family vacation over Memorial Day weekend. My family, including my six-year-old child, left ********** at 2:00 p.m. and arrived at 9:30 p.m. after a long drive. The entry code (3820) provided by Vacasa did not open the lockbox. We tried to contact Vacasa and the host, but cell service in the area was extremely limited. We spent two hours outside in 47F weather, trying to get help and using what little signal we could find. Vacasa eventually provided two additional codes, but neither worked. We were stranded outside with our young child, exhausted and cold, with no solution from Vacasa.After two hours of unsuccessful attempts to get into the property, we had no choice but to give up and drive all the way back home, finally arriving at 5:30 a.m. the next day. We were forced to drive through the night, extremely tired and sleep-deprived, which put us in danger on the dark, unfamiliar roads. Our entire vacation was ruined due to Vacasas failure to provide accurate entry information and resolve the issue. As a result, we lost not only the opportunity for a family getaway, but also money spent on gas and multiple pre-booked, non-refundable activities and tickets for the weekend. The financial loss and disappointment were significant, and the experience was extremely distressing for our family.Attempts to Resolve:****** refunded the cost of the stay, but Vacasa has not compensated us for our direct financial losses. I have contacted both ****** and Vacasa multiple times, explaining the situation in detail, but my request for reimbursement has not been resolved.Desired Resolution:I am requesting $1,000 from Vacasa to cover the gas and pre-paid commitments (activities/tickets) we could not use because we were unable to access the property due to Vacasas error and lack of support.

  

  Business Response

  Date: 05/25/2025

  Thank you for taking the time to share your experience with us. We do apologize for the inconvenience the issue with the lockbox may have caused. At this time as you have been refunded in full for the initial stay no further refund will be issued to you. This has been brought to the attention of the local management team to determine if anything more can be offered for compensation. We cannot guarantee anything will be given but will be in touch with any updates we receive. Please feel free to reach back out to us directly at ************** for any further questions you may have. 

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23374420
  
  I am rejecting this response because:
  I respectfully reject Vacasas response. The inability to access the property was entirely due to Vacasas lack of diligence and proper preparation. As a consumer, I fulfilled all my obligations, including timely arrival and following provided instructions. Vacasa failed to ensure the entry code worked and did not provide adequate support or alternatives when the issue arose. This negligence directly caused financial loss and significant inconvenience, including the loss of prepaid activities and travel expenses. It is unfair for the consumer to bear the consequences of Vacasas failure to deliver the promised service. I am requesting that Vacasa take full responsibility and provide appropriate compensation for all losses incurred.
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 05/28/2025

  We understand your frustration on this matter, but at this time, we are still not able to offer any further compensation to you. If you wish to provide copies of the prepaid tickets that you purchased, we would be happy to look more into this and see if there is anything we can offer. 
  You can submit screenshots of those to us directly to our Vacasa text line at ************. Otherwise, you can still call us directly at ************** for any further questions. 
  
  

• Initial Complaint

  Date:05/23/2025

  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.

  Vacasa---warning to any and all individuals vacationing at ***********---under no circumstances consider using Vacasa ******************* for rental. This includes using ****** the booking agent. Booked condo at *************** Vacasa ******** Reservation code HMZRSX3MXP for 5/12/25 checking out on May 17.Travelled from ********** ** and at 2:00 on day of check in received message from VACASA the refrigerator was not working--had placed two dorm size refrigerators in condo. We actually had stopped on the island to get groceries for the week---had to scale back considerably.Numerous phone calls to Vacasa as well as ****** to see if we could be moved to another condo. Spoke with ***** at Vacasa and eventually the general property manager (****** ********) phoned me. His solution to the refrigerator problem was for us to await for new refrigerator to be delivered. Option #2 Not stay in the condo and a full refund would be issued (at this point it was 7:00 pm and we had no way to find or rent another condo (****** knew that. He confirmed Vacasa had known for over a week the refrigerator was not working. Knowing full well nobody would rent a condo for several days without a working refrigerator. He did say the refrigerator was to be delivered the following day (it was). Complaint # 2. The advertised indoor pool hot tub and sauna were closed and under repair. ****** blamed that on the *********************. Regardless we were not told they were not working even though VACASA knew that several days prior to our arriving. They were not fixed the entire time we were there.Complaint #3--The Spa at **************** is a Feral Cat sanctuary. There are well over 100 cats freely roaming the property. Had we known that we would not have rented a condo. My wife is extremely allergic to cats.We did receive a refund of $280--for all the issues. ****** ******** the manager was anything but understanding and I now have learned Vacasa is under extreme financial stress.

  

  Business Response

  Date: 05/24/2025

  Good Morning,

  Thank you for sharing this information with us. The approved compensation for the fridge was 30% of the first night's rent, which came to *****, but we are happy to refund an additional ****** for the remaining issues. Unfortunately we are only responsible for our homes and have no control over the area or the noted cat issue. We are happy to share this complaint with the local team so they may share it with the local HOA. I will issue the $100 today to your card on file and that should be seen on your banking statement in the next 3-5 business days. Thank you for your time. 

• Initial Complaint

  Date:05/22/2025

  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 at Vacasa for the weekend of May *****. Upon finally being able to access the property I was hit with the stench of long-time cigarette smoke. (This is a 1950s home that is also on the market.) There were several air purifiers running 24/7 so it seems as though someone noticed the stink. I would have left immediately if I'd had another option. When discussing with Vacasa customer service, they dispatched their local housekeeping team who "didn't smell anything" and my complaint and request for partial refund was refused. They said they'd call me back after reviewing the complaint and instead just texted.After calling **************** again, I was told I'd be refunded and only charged $30 night plus fees. They are now saying that no, they meant the refund would be $30/night plus fees. This is a convenient bait-and-switch for them.The overall experience with Vacasa was horrible from not being sent the right door lock code, to waiting out in the dark for **************** to respond, to walking into a stench of stale smoke, to having to call several times for help and then to be screwed out of the agreed upon refund.

  

  Business Response

  Date: 05/24/2025

  Good Morning,

  Thank you for taking the time to reach out. After reviewing the notes on your reservation and contacts made we are happy to offer an additional refund of $25. Original refund issued was 15% of the reservation total which we believe is fair and measured to the reported issue. In good faith we can offer another *****, which would bring the compensation to 23% of the total reservation. We are sorry if there was any confusion regarding the original offered refund which was noted and approved and issued as $30 per day. Please let us know if you would like to accept the additional refund of $25. Thank you for your time. And that would be $25 flat refund only not an additional $25 per day. 

  Customer Answer

  Date: 05/24/2025

   
  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,
  
  **** *****

  Customer Answer

  Date: 05/30/2025

  RE: ******** Hello, what is considered a reasonable time frame for Vacasa to follow through on the partial refund described in the complaint? I don't see the extra $25 credited back to my credit card as of 5/30/25. Thanks for any assistance you can provide.

  

  Business Response

  Date: 06/01/2025

  We do apologize for any delay on the additional refund. This has been processed as of 6/1/2025 and should take 3-10 business days to reflect in your account. If you do not see it after that time, please feel free to contact us at **************. 
  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23364712
  
  I am rejecting this response/closing the complaint because I am still waiting on the credit. Vacasa didnt submit it until I requested a status update and now tell me to allow 3-10 business days for processing. If I close this complaint before I actually see the credit it makes follow up difficult for me. At this point Im not trusting Vacasa until I see the credit on my card. Hopefully this will be processed as promised by 6/13 and we can be done with it.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/22/2025

  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.

  My family rented a house for two nights from 5/17/2025-5/19/2025. It was a at first through the company **** and a third party called Vacasa managed the actual rental and customer service interaction and liaised with the property owner. The total amount paid for rent, fees and taxes was $1,162.56. The property is in ******************, *************. The night before our arrival, I received a text message from Vacasa saying that one exterior side of the property was having some work done, but that it wouldn't affect anything working inside. When we arrived at the location, we were met with what was effectively a construction site. There were building materials everywhere, there was lumber and a large trailer for housing more material. There were ladders and other construction tools strewn about the property. The house had 3 sides of the exterior being worked on with visible construction projects in progress. I reached out to Vacasa via text message that there was way more work going on at the property. They apologized for any inconvenience, saying a local 'team' was notified, and they were looking into the issue. Inside the house, there was enormous amounts of saw dust and linen dust-- especially in the basement (where two of the bedrooms are located), but the dust was so bad it caused eye and breathing irritation so we had to stay out of the basement completely and squeeze everyone into the remaining two bedrooms (4 adults, 2 kids). Again I reached out to Vacasa. They apologized and said they were trying to reach the local team and would respond when possible. They never got back to us. They never rectified the situation. Several other issues occurred during the stay (no hot water in the upstairs shower, the house overall was filthy, etc). Not once did anyone come to the property from Vacasa to inspect and help solve the problem. They did not answer any attempts to call them and their texts offered no solutions. I have demanded a refund of the 'house fee'.

  

  Business Response

  Date: 05/24/2025

  Good Morning,

  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: 05/27/2025

   
  Complaint: 23364280
  
  I am rejecting this response because:

  This is the same response you have provided since I first began declaring my grievances with your service. 

  The house was under repair and undergoing three-sided exterior renovation (which was not disclosed until the night before our visit-- and which was falsely reported as being only 'one side'). The interior was dusty and dirty. Saw dust in the basement as well. No hot water in the upstairs bathroom. Boats in the yard had holes.

  No one came to assist or helped us out in any way. No 'local team' ever contacted us nor did they ever visit the property to assess the situation. Vacasa only returned occasional text messages. They would not return phone calls, nor would they call back after the visit when I was attempting to issue my grievance after the fact. 

  We are expecting a refund of the housing 'fee' and possibly additional damages due to a falsely advertised experience. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/28/2025

  Thank you again for reaching out to us. At this time, there has been no update to your request for compensation. We do apologize for this inconvenience and will reach out once we have any updates.

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23364280
  
  I am rejecting this response because:

  This is the tactic from this company when a customer has a grievance. They say they apologize for inconveniences and will respond with an update. However, not once have they ever called me back or taken any action (other than the same canned responses) to rectify the complaint. Unless further action is taken, Vacasa will continue to stall. 
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 05/30/2025

  Hello ****, we sincerely apologize for the issues experienced during your stay with us as this is certainly not the experience that we strive to provide our guests. Additionally, we appreciate your patience while we communicated with the appropriate parties to ensure that all of your concerns were addressed. The requested compensation has been approved and processed. Please allow 3-5 business days for this to be reflected in your account, depending on your financial institution's processing time. If you have any further questions or concerns please give us a call and we truly hope for another opportunity to host you for a truly exceptional experience.
  
  

  Customer Answer

  Date: 05/30/2025

   
  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:05/21/2025

  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 contacted Vacasa on 5/20/25 at 7 am re an issue with bugs in our rental cabin. I was told the situation would be addressed. As of 7 pm I had not received any updates and was informed that they had called an exterminator. We continued to see more bugs. I was told by several different employees that we should expect bugs in the cabin due to it being in the *****. I was told around 9 pm that evening that maintenance would be coming to fumigate but then maintenance called to inform us they could not obtain the necessary materials. I was told by phone we would be moved to a new location in the morning. That night I received an email specifically stating I could respond to it to notify them if we would like moved to another cabin. I responded asking when we could move. I received no response or confirmation of a new rental. The next morning, 5/21/25 I reached out again asking when we could move and requesting the confirmation. I received it but was told I could not check in until 4 pm. I then requested to speak to a manager re a refund. The manager again reiterated that we should not be disturbed by bugs and should expect them. Their cleanliness standards could be described as subpar at best when all of the employees felt we should be comfortable with multiple bugs, including roaches and biting insects, where in our kitchen and sleeping areas. I was provided a partial refund after much debating the issue and significant emotional distress. However, I feel I should be entitled to a full refund and that they need to be held to a higher standard of cleanliness.

  

  Business Response

  Date: 05/24/2025

  Good Morning,

  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 further compensation. We appreciate your patience while we wait for their response.

  
  

• Initial Complaint

  Date:05/21/2025

  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.

  May 2025. ******* listed a property that I booked and they confirmed, then they canceled the reservation 1 day before our check-in date due to construction at the property. The property should not have been listed as available if it was under construction that was possibly not going to be completed in time for our arrival. I understand that unexpected things happen, however, I would not expect a reputable company to rent a property so close to the completion of a job that one day of rain made it unrentable. Also getting only 1 day notice of cancellation prior to a holiday weekend was extremely unprofessional. They did offer us other properties but none were remotely comparable. We needed a rental that was dog-friendly and wanted it to be on the water. They did refund our money. However that still left us trying to find a vacation rental less than 24 hrs from when we were supposed to be leaving.

  

  Business Response

  Date: 05/22/2025

  We appreciate your taking the time to share this information with us. We understand your frustration with not being able to stay at the property. You booked this reservation, and within two days of booking, we noticed that your reservation was on the calendar.  We thought that the original property would be ready, but due to unforeseen circumstances, the construction was delayed. We did our best to find another unit for you to move to and gave you three different options, but you insisted on staying in the property you booked and declined all available move options, which is why we issued the full refund. We will do our best to do better in the future.
  
  

• Initial Complaint

  Date:05/21/2025

  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.

  Booked a room through Vacasa and it was not clean. I asked them to clean and they told me no. I then asked for the cleaning fee to be refunded and they told me no.

  

  Business Response

  Date: 05/22/2025

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that compensation was provided. We refunded the $84.00 cleaning fee today. The total amount refunded is $94.92 and will take approximately 5-7 days to be reflected in your account. You had asked for a refund of all of the fees, but all we can refund is the cleaning fee. Please let us know if you have any questions.
  
  

  Customer Answer

  Date: 05/22/2025

   
  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:05/20/2025

  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 May 15th, my family and I traveled to ************ NC to stay in a vacation home that we booked and paid in full a week prior. (We paid $2,500 for an ocean front home for 3 days). Check in was from 4pm-12am and was a keyless entry door code that was sent to me via email after confirmation of payment for the home. Upon arriving at 11pm, we noticed a car parked at the home. We immediately called Vacasa and finally reached a live person to inquire about what we should do regarding the vehicle. We were told that the owners sometimes would leave a vehicle at the home to make it not look vacant and that the home had just had a cleaning crew there that morning prior to our arrival. They told us we should go ahead and use the door code that was provided and enter the home and they would also send a message to the owners to reach out as well. So I used the door code and entered the home only to find that the owners were inside asleep. This terrified everyone involved. I immediately stepped back outside and waited for them to come out. They informed us that they had a block on the house until Memorial Day and no one was supposed to be able to rent it until then. So we spent the next 2 hours in the middle of the night on and off hold with Vacasa. The resolution that was offered was a tiny home about 35 minutes away in another town nowhere near the ocean AND the total for the replacement home would come out of our full refund for the original home (that wasnt supposed to even be booked in the first place). We declined and drove our TWO toddlers and large dogs 4 hours all the way back home, completely heartbroken. I feel like the compensation we received should have involved more than just a refund for the amount paid. I feel like the replacement home should have come with some sort of discount AT THE VERY LEAST. Disappointed would be a MASSIVE understatement

  

  Business Response

  Date: 05/20/2025

  Hello, thank you for taking the time to share your experience with us. We have reviewed your complaint, and we sincerely apologize for the inconvenience this has caused you. As we discussed on the phone, we have approved a $200 future stay credit that can be applied within the next 15 months. Please call us if you need help when you attempt to book and need this applied, or have any questions. We hope you have a wonderful day!

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23352835
  
  I am rejecting this response because:

  Unfortunately, due to the severity of the inconvenience/heartache this situation cause my children, we will not risk this happening again by using Vacasa to rent again. Therefore, we will not be using this credit. I feel as though $200 credit for an ENTIRE vacation ruined, is nowhere near a comparable option.  This vacation was the only time my children would get a vacation with both parents this summer and had to be forfeited completely. $200 credit is definitely not sufficient. 
  
  Sincerely,
  
  ******* *********

  

  Business Response

  Date: 05/28/2025

  We do apologize for the inconveniences that occurred. Since you have been given full refund of the stay itself as well as offered the $200 future stay credit good toward any Vacasa home for 15 months we are unable to offer anything more to you. 

  We also show you had already agreed to the future stay credit when you spoke with one of our guest experience managers over the phone on 5/20/2025. 

  Please feel free to contact us at any time with any further questions or concerns at **************. 

• Initial Complaint

  Date:05/18/2025

  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 selected a home that was highly rated and reviewed through Vacasa. Upon checking in, the first floor of the home reeked of garbage, as a full garbage bin was left in the garage, and large flies were throughout the home. Upon further inspection, many of the amenities did not work (tvs, fireplace, projector, etc). The parking pass provided was expired and we were told by Vacasa to park on the city street and write vacasa on a piece of a paper and put on our dashboard or fit our SUV in a garage that clearly cannot fit. We were told someone would bring a new pass, they did not and did not contact us. The home was filthy; stained comforter, visible dirt on blankets that shook out all over the floor, and there are staples poking through the stairs that 2 of my children were injured on. Vacasa said someone would come address the stairs, but no one called and no one showed up. We were told we would be refunded but that it was denied because we stayed waiting for Vacasa to come inspect the property, when they said they were coming. At the end of day, when I contacted Vacasa, they told me it was going to be refunded, but are now refusing despite constant communication as well as photo and video evidence.

  

  Business Response

  Date: 05/19/2025

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that compensation was provided. We have refunded three different amounts to you ($211.20, $51.82, and $65.42). These together account for 48% of the total reservation cost. You talked to one of our supervisors yesterday and had indicated that the children were not injured by the staples. We asked specifically because if they have been injured, we need to get information for an incident report. If the children were injured, then please call us and we will be glad to do that for you. We understand that you were not happy with your stay, and we are doing our best to provide you with a satisfactory resolution and refund, but we are not able to refund anything above what has already been given to you. 
  

  Customer Answer

  Date: 05/20/2025

   
  Complaint: 23346500
  
  I am rejecting this response because:
  

  
  Thank you for your response. However, it fails to adequately address the full extent of the health, safety, and service failures we experienced, and the partial refund you issued does not reflect the severity of the situation, nor is it accurate based on Vacasas response to this complaint. We are reiterating our request for a full refund based on the following facts:
  
  1. The Property Was Not Habitable Upon Arrival
  Upon check-in, the home reeked of garbage due to a full, rotting trash bin left in the garage. This odor permeated the entire first floor, and large flies were present throughout the house. This condition rendered the property uninhabitable and clearly violated basic standards of cleanliness and public health.
  
  2. Advertised Amenities Were Inoperable
  Major amenities listed in the rental descriptionincluding the TVs, projector, and fireplacedid not function at all. These amenities factored into our decision to rent this specific property, and their absence constitutes false advertising and a material breach of contract.
  
  3. The Property Was Dangerous for Children
  Staples were protruding from the stairsa serious safety hazard. Two of our children were physically harmed by this. Whether or not a supervisor interpreted our description as injury is irrelevant. We reported the issue, were told someone would come to inspect or repair it, and no one ever showed up or followed up. This represents clear negligence after Vacasa was notified of a hazard affecting children.
  
  4. Inadequate and Risky Parking Instructions
  The only parking pass provided was expired. Vacasas instruction to park illegally with a handwritten Vacasa note was not a legitimate or enforceable solution, and put us at risk of being ticketed or towed. This was not an acceptable substitute for the parking included in the listing
  
  5. The Property Was Visibly Dirty and Unsanitary
  The bedding was stained and visibly soiled, and blankets contained dirt that visibly fell to the floor when shaken out. These unsanitary conditions further support our claim that the home did not meet basic health or hospitality standards.
  
  6. Misleading Communication Regarding Refund
  We were told that someone from Vacasa would come to the property to inspect the issues. We waited under the good faith belief that resolution was coming. To later deny a full refund because we stayed waiting for Vacasas promised response is both disingenuous and unethical. We have photo and video evidence supporting every claim made in our initial complaint.
  
  7. The 48% Refund Is Inadequate
  The partial refund you provided does not reflect:
  - Unsafe conditions that led to our children being harmed
  - False representation of the homes features and amenities
  - Health and cleanliness violations
  - Logistical issues that disrupted our trip
  - Your teams failure to respond as promised
  
  This was not a minor inconvenience. It was a deeply unsafe, unsanitary, and misrepresented rental experience, and your response fails to accept full accountability.
  
  Request for Resolution
  We are therefore renewing our request for a 100% refund of the reservation cost. Anything less fails to meet a reasonable standard of restitution. If Vacasa does not issue a full refund, we will be forced to pursue:
  
  - A formal credit card chargeback under grounds of misrepresentation and failure to deliver services
  - Complaints to the Attorney General of ****************
  - Additional public exposure through reviews and media if necessary
  
  We hope Vacasa chooses to make this right without further escalation.
  
  Sincerely,
  
  ******* and ****** ******

  

  Business Response

  Date: 05/22/2025

  Thank you for providing that detailed information. We understand your position and have had this situation reviewed by our ****************** However, our ***************** has declined the full refund you requested. We have called to start the incident report that is required so we can file a claim. Once it is completed, our claims department will take over the process. Please understand that we take this very seriously and do our best to find a resolution that is amicable for both parties, however, a full refund will not be provided. 
  
  

  Customer Answer

  Date: 05/25/2025

   
  Complaint: 23346500
  
  I am rejecting this response because:

  Your response is both disappointing and unacceptable. Let us be unequivocally clear: we are not seeking a compromisewe are demanding a full refund. Anything less is a refusal to take responsibility for a profoundly failed experience that no paying customer should have endured.
  
  
  The language in your response suggests this matter is concluded. It is not. Far from it. Your offer to initiate a claims process, rather than directly address the reality of what occurred, is a deflection. The burden of your failureswhether operational, managerial, or ethicaldoes not fall on us to chase through insurance channels. We paid Vacasa directly. We will hold Vacasa directly accountable.
  
  
  You say you take this very seriously. If that were true, we wouldnt be here. If that were true, we wouldnt have been subjected to an unlivable environment, and we wouldnt now be receiving a templated dismissal in response to a very real grievance.
  
  
  We have been more than patient, but that patience is now exhausted. We will not stop here. We will continue to pursue every available recourse until this is made right. That includes but is not limited to continued escalation through the BBB, social media exposure, consumer protection agencies, online review platforms, andif necessarylegal consultation. We are not interested in half-measures or empty apologies. We are interested in restitution.
  
  
  You had an opportunity to handle this with integrity. That opportunity is narrowing.
  
  
  Make it right. Refund us in full
  
  

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

  

  Business Response

  Date: 05/28/2025

  Thank you for taking the time to respond to us. The total amount you have been refunded of $328.44 is the maximum amount we will be issuing to you.
  An incident report was filed and is now with our claims team and will need to go through the proper process at this time. 
  
  

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23346500
  
  Your response is notedand rejected.
  
  
  The refund of $328.44 is neither sufficient nor acceptable. It does not match the amount we paid out-of-pocket toward the total booking cost. We paid $454 through Affirm before the third installment was canceled due to your partial refund. That leaves us financially shorted by over $125, for a stay that was riddled with issues and clearly warranted a full refund.
  
  
  You received the full $683 from Affirm up front. Your responsibility is to return that entire amount to Affirm, who would then resolve the balance and return what we paid. Instead, you refunded only a fraction of what was paid, leaving us penalized for a failure on your end.
  
  
  We will not accept this as a resolution. The claims process is not a substitute for accountability. Nor does it absolve Vacasa of its duty to refund the full amount for a stay that was demonstrably unacceptable.
  
  
  We are continuing to pursue all available options and will not be closing this matter until a full refund is issued. Your refusal to make us whole only further proves how Vacasa fails to meet even the most basic standards of customer care and accountability.
  
  
  This is not over
  
  
  
  Sincerely,
  
  ****** & ******* ******