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

  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

• 

  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:05/17/2025

  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.

  Vacasa rental at ****************, ** Date: May 14th-17th Amount: $787.93. Arrived at 6:03pm to checkin using a keyless entry pad with code provided. The code didnt work after multiple tries. Called ******** service to get help was given 6 more codes to try, all failed. The lady on the phone told me I was doing it wrong.I explained to her that the pad on the door didnt have a*but a circle and she said just push the *. Each time I tried she would verify I did it correctly. I took photos of the pad on the door to show there was no *. She said shed send a technician out to help, I had asked for a time to expect them and she said she didnt know since it was after hours and this wasnt urgent. I let her know again that I had 5 kids in the car and two were newborns, I also said it is 90 degrees and that this isnt safe for them. She said they couldnt do much to make it be quicker. Twenty minutes past and nothing, so I called back and someone else made me try 10 more codes with no success. I was told there was a lock box but there wasnt, I was told to verify I was at the right address which I was. Meanwhile there were wasps outside and it wasnt safe. Another ********************************************************************** inside, she had me on hold to look up the property as she truly thought I lied about the lockbox. Finally, someone showed up to get us in. He tried two codes and they didnt work, he gave us his personal code which did. We were able to get inside at 742pm. The next day I had 7 calls from Vacasa to fix the door and asking me to come back so they could fix it (but I wanted to stay with my family), I said no, and said they could fix it when we left since I had a working code. No one called the night we arrived to follow up but called over 12 hours later. No one cared if we got in. I was told we would get reimbursed but no one has called! The ******** service was terrible, there were wasps outside and bird p*** Kids outside in heat isnt safe!

  

  Business Response

  Date: 05/18/2025

  Thank you for taking the time to share your experience with us. Ive tried to locate your reservation to review the details, but I was unable to find it using the information provided in your complaint. To assist you further, could you kindly provide the confirmation number, the phone number on file, or the name associated with the reservation? This will help us quickly locate your booking and address your concerns.

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23345520
  
  I am rejecting this response because: I provided the confirmation code within the photos. Here is another photo with the confirmation number. I also typed out the information below. 

   

  reservation under: ******** *********

  booking number:**********

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

  dates (previously provided) May 14th-17th

  address: **********************************

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

  

  Business Response

  Date: 05/21/2025

  Good Afternoon,

   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.
  

• Initial Complaint

  Date:05/16/2025

  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.

  I rented a 2 bedroom condo in ************* for my family and myself to stay in but my grandfather, who was supposed to come on the trip with us fell terminally ill. He was diagnosed with metastatic colon cancer the week we were supposed to go. We asked if it would be possible to receive a full refund and they refused

  

  Business Response

  Date: 05/18/2025

  Thank you for taking the time to share your situation with us. We sincerely hope your grandfathers health improves, and everything gets better soon. After reviewing your reservation, we found that the home you originally booked has already been rebooked for the same dates. We understand your circumstances and have processed a full refund for you. Our third-party team has already been notified, and they are working on completing the refund. If you have any further questions or need additional assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 05/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:05/15/2025

  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.

  We booked this place based on the pictures on the listing but it was obvious that as soon as we pulled up that the property was in ill repair. The fascia boards near the roof are rotting and parting of the ceiling/roof has even collapsed. I contacted the property and they said they would send someone from the local team to take a look. Hours later, theres no response and no one has stopped by. I requested contact again and was told theyll update the ticket. I requested we either move to another property or get a refund due to the concerning mold/mildew around the exterior of the property. The supervisor told me that per the property manager, no move or refund is available since the house is livable. The ceiling next the to brick in the attached picture obviously shows it is collapsing. The supervisor argued with me that she saw no evidence of it. I asked for her boss and she literally told me that he does not deal with these types of calls. Rudeness aside, we were promised a decent place to stay, not somewhere where the wood was literally rotting off the house. Do the right thing, Vacasa. I would have been happy is we had been moved to another property but they could not even do that. I even told her I would pay for one night but I want refunded for the rest of the stay. The lack of response and rudeness is completely unacceptable. No one deserves to be treated this way and forced to stay someone thats unlivable. The property manager did not even bother to stop by to review the issue. He simply just told us that its fine where we were surrounding by mold. I wouldnt live there just less let any guests stay there.

  

  Business Response

  Date: 05/16/2025

  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 review and to see if they are willing to provide a refund or compensation.  We appreciate your patience while we wait for their response.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23336496
  
  I am rejecting this response because the company has continually told me this but still has yet to reach back out to me. It should not take this long to review the photos and respond. The company should take ownership of this instead of saying this unknown, unresponsive local team will handle the issue. We are nearing 24 hours since the issue was reported and there has not been a single call or text from the local team nor any follow up from the company.

  To call the condition of the property livable is deplorable. A cardboard box could be called livable too, but it doesnt mean that a company should charge $1000 for 4 nights. The company should do the right thing, refund my money immediately and they can follow up with this so called local team their selves. Its not that hard.

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

  

  Business Response

  Date: 05/21/2025

  Good Afternoon,

  We are sorry and understand this can be very frustrating situation. We needed to verify the home was vacated early and we are awaiting on the senior leadership for the local area to advise on your compensation request. As soon as we have an update we can reach out to you. Thank you for your patience. 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23336496
  
  I am rejecting this response because:
  
  Its been 6 days of waiting to hear back from the local team. If they had responded in the appropriate amount of time when the request was first made, they would have been able to verify the property was vacated on 5/15. The company should take ownership of rectifying this situation then deal with the local team accordingly due to their lack of response. Vacasa should not put the consumer in the middle as they have when the local team apparently refuses to do their job.

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

  

  Business Response

  Date: 05/22/2025

  Good Morning,

  We are sorry for the delay in a timely response with this. Please be advised a full refund was approved for this reservation. A refund for the trip insurance was not issued as that is a fee paid to a 3rd party, and the coverage started in October when booked, we cannot refund that fee. We have refunded all monies paid to Vacasa today. This refund can take 3-5 days to show on your banking statement. Please do not hesitate to reach out for any further questions or concerns.

  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:05/13/2025

  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.

  Arrived to the unit and tried to take a shower. The shower wouldnt drain. I called to see if someone would come fix it and they told me since it was after hours (7pm) someone would come the next day. I requested a refund since I was unable to use the shower the first night and the request was denied. I was told someone would contact me the next day to come fix the shower. No one showed up. The shower remain unfixed for both nights with a backed up drain.

  

  Business Response

  Date: 05/15/2025

  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 reviewed the reservation and tickets and found that a compensation refund of $46.00 was warranted for the issues you experienced during your stay. This refund was processed on 05/15/2025 and should take approximately 5-7 days to be reflected in your account. Please contact us if you have any further questions.

• Initial Complaint

  Date:05/12/2025

  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 rented a 2 bedroom condo in destin last week. There were dirty dishes in the sink. The 2nd bedroom with a floor to ceiling windows had no drapes and there was mold in the bathtub. The dryer was not working and you had to set it 3 times for 90 minutes to dry a few towels.

  

  Business Response

  Date: 05/15/2025

  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 asked *********** to refund the booking fee amount of $84.17. This refund was processed by *********** on 05/01/2025. We also noticed, upon our review, that we reached out to you to send our maintenance and housekeeping staff to rectify the issues, but you declined entry. A full refund of the stay is not warranted in this case, and the compensation provided will be the only compensation given.

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23316777
  
  I am rejecting this response because:the apartment should have never been rented in the condition it was in. I did deny entry because I was on vacation and was not going to sacrifice any time waiting on your maintenance people to do something that should have been done prior to renting the property. I accept the compensation. I want the public to know how awful vacasa is and will never recommend or rent from you again.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/11/2025

  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 rented a home from **** which ended up being a Vacasa rental. Rental dates May 8th -11th we paid $831.98 plus a damage insurance of $89.00 to cover any damage that may occur which was recommended by Vacasa. We arrived on 8th and on the 9th one of our 5 grandchildren woke up with bites all over her arms. We ended up finding bedbugs! Alive in her bed. We called and they would not pay to relocate us due to not being in their protocol and not wanting to spread the infestation to another one of their homes. We advised them this was the 10 year old granddaughter who ended up with an allergic reaction to the bites and that we had 3 other grand children ages 11, 12, and 13 plus an infant of 18 months that we could not and would not risk their health as well so we needed a different place to stay. They still recommend that we stay to not spread the infestation. We advise them we were leaving and we needed placement! We had 11 people total we had to relocate. We had to buy products to decontaminate our belongings, clothes, vehicles and our selves. This costing over $2000. This is not on top of the loss of over $980 in tickets we had already purchased to showed we had to miss due to having to decontaminate and relocate. In addition to food cost due to not being able to have a place with the ability to cook. We had over $2000 in meals for our family of 11. And while trying to pack up and leave we ended up with all 4 of our older grandchildren bitten with reactions and 2 adults. The 10 year old is having severe reactions and may need medical treatment beyond over the counter medications.

  

  Business Response

  Date: 05/15/2025

  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 review 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

  I would like to reopen the case due to not having closure from Vacasa at this point.  
  
  Thank you, 
  ******* ******
  

  
  

  

  Business Response

  Date: 05/28/2025

  Thank you for reaching out. We truly appreciate your patience. Ive checked on the matter, and as of now, we have not yet received an update from our local team regarding the compensation request. I will follow up with them directly, and as soon as we receive any information, we will update you. Please dont hesitate to reach out if you have any further questions in the meantime.

• Initial Complaint

  Date:05/10/2025

  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 am filing this complaint because the services and customer service received were unacceptable and insulting to a customer, especially from a business in the hospitality industry. I believe a reasonable resolution would be a refund related to the services (not received and the insulting customer service). **********************'s services did not live up to expectations in various ways as mentioned in my complaints. We got locked out of our vacation rental because the code stopped working when we returned from breakfast on our last day. We tried the given code multiple times and the door remained locked. I contacted vacasa and vrbo (the site we used to book the rental). Bc we got locked out we were forced to wait outside (and do nothing) for 2 hours, while on vacation due to a technical issue on Vacasa's part (especially since the fix was to give out a new code and not user error since multiple people tried the original code with no success). Plus, we lost out on time on our last day of vacation and everything else had to be rushed. I'm pretty sure you and everyone else would agree that's not how anyone would want to end a vacation. Plus, it wasn't any of vacasa's agents that helped us get in on the last day - it was Vrbo's (despite was Vacasa tries to day; Vacasa wasn't the one receiving the new code so how can they affirmatively say they gave it to me first? Their agent gave the new code back to us 30min to an hour after vrbo did. Stop gaslighting your customers). Not to mention, ********************'s customer agents/employees, including **** ******, made it worse when responding to my complaint that I caused my party to be locked out (i.e. "user error"; again stop gaslighting your customers). This is not the type of customer service one should receive from ANY business, especially those associated with the hospitality industry. $50 refund is unacceptable and an insult for everything we endured because of Vacasa.

  

  Business Response

  Date: 05/15/2025

  We appreciate you sharing these details with us. We apologize for any inconvenience you experienced. We reviewed the reservation, and we see that our agents talked to you on several occasions to help with the door code issue. Our local manager also tried to get in touch with you but had to leave messages. The local manager went to the unit and tested all door codes given to you, and they all worked, but due to your request, we have reached out to our local team for further information and to see if they are willing to provide any additional compensation other than the $50.00 we offered. We appreciate your patience while we wait for their response.
  

• Initial Complaint

  Date:05/10/2025

  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 stayed in a condo (passage point 316) managed by Vacasa on April 12th. There were several issues:The shower was clogged Several lights didnt work There were 2 forks for a condo with 6 people The couch was very worn avc dirty There was food in the cracks of the chairs There were no towels for the hot tubs I called when we were onsite asking about parking. They stated they would have someone call me back and they never did.I requested a partial refund (of at least 1/2) the day after, April 13th. I have co reacted them twice since and they say the audit has been complete but no refund has been issued and no further information has been provided. I asked to speak with a supervisor and they stated they dont have any. I asked when I would hear more and they stated they couldnt say.

  

  Business Response

  Date: 05/12/2025

  Thank you for sharing these details with us. We apologize for any inconvenience you experienced. Our records indicate that compensation has since been processed. The local manager sent one of our staff to the unit on April 14, 2025, to look at the issues. The shower issue was fixed on that day. The local manager approved a refund of $50.00 for the loss of amenity with the lack of forks in the kitchen. The local manager has yet to respond to your request for a 50% refund. We will update you by phone or text when we get that update.
  
  

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23312533
  
  I am rejecting this response because:

  I did not receive any refund and am still waiting for a reply from them. They state the manager visited the condo on April 15th. It is now May 12th with no refund and no update on a timeline or a refund. What are they waiting on?
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 05/15/2025

  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 $50.00 to the card ending in 7051 on 05/12/25 and also got approval to refund an additional $100.00 to that same card on 05/15/25. The refunds will take approximately 5-7 business days to be reflected on your credit card account. I will also be reaching out to you via phone to discuss this with you. Please let us know if you have any further questions.
  
  

• Initial Complaint

  Date:05/09/2025

  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.

  Vaasa is sending to me unsolicited mail through ****. I do not want to receive any **** mail from *****.

  

  Business Response

  Date: 05/10/2025

  Good Afternoon,

  We have removed you from the mailing list. Please let us know if you continue to get mail after this. Thank you for your time. 

  Customer Answer

  Date: 05/10/2025

   
  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:05/03/2025

  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.

  I booked a property through Vacasa and checked in to find the unit was not clean or guest-ready, despite their advertised hospitality-grade cleanliness guaranteed policy. I followed Vacasas stated protocol and reported the cleanliness issues within 24 hours of check-in, including photos as evidence. The company acknowledged the report but took no timely or meaningful action to resolve the issue.Vacasa later claimed that because I did not allow maintenance or housekeeping to enter during my stay, I forfeited any resolution. However, their own policy only requires issues to be reported within 24 hours it says nothing about being obligated to allow entry or repairs to qualify for a refund or alternative resolution. I was not comfortable having staff enter while I was staying there, which is a reasonable boundary, especially when the condition should have been acceptable upon ********** wasnt until I mentioned pursuing a chargeback through my bank that Vacasa escalated the issue. This delay and reactive behavior suggest the company was hoping the issue would be dropped if ignored long ********* addition, at a second Vacasa property, I was told I could not check in early even though the unit was clearly clean and unoccupied because the system had not generated an early check-in. There was no effort made to accommodate a simple request, despite the property being ready.I am requesting a full refund for the original booking due to Vacasas failure to deliver the promised standard of service and failure to resolve the issue in good faith. I am also requesting that Vacasa revise its policies to reflect what is actually expected of guests, and to stop using automated replies or dismissive responses in place of customer service.

  

  Business Response

  Date: 05/04/2025

  Thank you for taking the time to share your experience with us. We are sorry for any inconvenience you may have endured during your stay. We appreciate you took the time to report the issues in a timely manner, however, since you refused anyone coming into the home during your stay, we were not given the opportunity to resolve any issues. It is also in our rental contract that you agree to give Vacasa a reasonable amount of time to respond to your report and to cooperate with Vacasas efforts to address the concern or provide a remedy. You have actually been refunded a total of $225.50 when it should have only been $112.75. Nothing more will be refunded to you for the issues with the cleaning.
  In regard to the early check-in with another property, the home may be clean and unoccupied, but that does not always mean it is ready. There could be preventive maintenance or housekeeping that needs to be done prior to your arrival. This is determined by the local team and then if this is all completed you will be allowed early check-in. 
  Again, thank you for sharing your concerns with u, and feel free to let us know if you have any further questions or concerns.
  
  

  Customer Answer

  Date: 05/04/2025

   
  Complaint: 23281967
  
  I am rejecting this response because:

  I do see the refund was processed for the hot tub cleaning fee because of YOUR lack of cleaning.

  I waited over a week for a response. That is not a reasonable amount of time.

  You ONLY responded and issued the refund for the cleaning fee AFTER I threatened to file a chargeback with my bank. Because you KNOW youd lose the money plus some in fees.

  Your company is **** with rude employees. Had you not taken over a week to respond I would never have taken it this far.

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