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

  1080 Highway 98 E Destin, FL 32541-2942

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  Sterling Resorts

  12011 Front Beach Rd Panama City Beach, FL 32407

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  Vacasa

  523 Gatlinburg Drive Gatlinburg, TN 37738

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  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:04/25/2025

  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.

  We booked a condo at ************** in ********* April *****. Once we checked in, we were informed that we were not allowed to use the boat shuttle to the private beach. This was the reason we chose this property. We have stayed several times and always had this service. Traveling with a 6 yr old and a 2 yr old, this was a convenience to us. We reread our contract, no where was this information listed. We could not get room service, pool towels or extra blankets for the room. We paid $400 plus a night and could not use the amenities. We sent text messages to the company and they stated that no it was not in the contract. When asked if this was false advertising, they then acted confused. The condo was fine, but knowing what we should have been offered and what we actually received, made our experience awful. We were told at the condo that the home owner of this condo did not pay HOA fees so therefore no amenities were offered. This should have been in big bold letters on our contract so we could have made an informed decision to stay or cancel.

  

  Business Response

  Date: 04/27/2025

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

• Initial Complaint

  Date:04/25/2025

  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 had a TON of little problems with the rental, and terrible/absent communication.We were promised during our stay a partial refund since there was no fire pit as promised. We had rented the place specifically for this as it was my sister's birthday and she wanted to gather around the fire pit. This did not happen. In addition, we were LOCKED out of the paid rental on the last day we were there. When I called about this (I had to call and email many times during my stay), I was understandably ****** and was told to be 'patient'. Then when the local guy called he told me to 'hush up' and HUNG UP on me. We were left outside with 2 disabled people, temperatures dropping and sun going down, until he decided to call me back. I am seeking at the very least the promised refund for no fire pit. It's the least they can do considering how RUDE and DISMISSIVE they were the WHOLE TIME I stayed there.

  

  Business Response

  Date: 04/27/2025

  Hello,
  Thank you for taking the time to inform us of the issues you encountered during your stay. We sincerely apologize for the inconvenience and appreciate your feedback.
  I see that our local manager has approved a $50 refund for the loss of amenity. Additionally, **** applied a 15% Future Stay Discount, valid at any Vacasa property that accepts discounts. To use this discount, simply call us and reference the confirmation number associated with your reservation, and well be happy to apply it to your next booking.
  Please dont hesitate to reach out if you have any questions or need further assistance.

• Initial Complaint

  Date:04/25/2025

  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.

  Our original reservation was 4/19/25 - 4/25/25, Upon making our bed the morning of 4/24/25, we pull back the covers to find bedbugs crawling around the foot area of the bed. Pictures attached. I quickly got one (alive) in a ziplock baggie and bring down to the vacasa desk. Getting downstairs to the desk, its closed. Supposed to be open at 9am and I had to sit there until 9:37am for anyone to show up to open the desk. I bring the bug in the ziplock up to the desk and immediately I get a suspicious look from office manager ******. She explained they NEVER deal with bedbugs so it must be from someone else. Implying we brought them she says Ill have to call a company to come out and take a report and does that. No other information is given out on what to do with the situation. I am in tears at the deal never having to deal with an issue like this before. Company comes out confirming bedbugs in master suit. Upon further inspection on our mattress cover we find dried vomit down the side of our bed as well. We have been sleeping on for 5 days now. We are told we have to stay in that room or leave.. no cleaning of our things offered, pack up and leave nothing they can do. We had reservations for activities we paid hundreds of dollars for that we missed due to this. No clear understanding of a refund before ****** left out of office early (4:17pm) before I could speak again with her about what amount of money is coming back. My family and I had to miss our last 2 days of vacation due to having to clean all of our things, pack up immediately, and leave the property. I am beyond disappointed this is our ONE vacation of the year we have saved all year for and are now out about $1500 dollars. I would like a full refund for our stay as well as compensation for our time lost and activities we missed out on that we paid for ahead of time.

  

  Business Response

  Date: 04/25/2025

  Once again thank you for sharing this information with us. Again we apologize for any inconvenience you experienced. The rental contract you acknowledged and agreed to states:The Property is provided as is, and we are not responsible for the inoperability or unavailability of any amenities. We are issuing a refund for $75 for the issues reported-as they are minor issues that do not constitute a Full Refund . The rental contract you acknowledged and agreed to states You further 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.

  We were not given the opportunity to address the issues completely before your departed the same night as your arrival.  We did provide information the same night the communication ticket to the local office was created  advising to flip the breaker switch to the hot tub to reset it and get it to start heating( the switch was located by the hot tub)  The hot tub message to get more water, is because it is on a timer. Also provided information regarding the switch to the Vanity lights were right next to the window Due to us not being able to address the issues while you were here, a Full refund will not be approved.

   We will be issuing a $75 refund. Please allow 3-5 business days for this refund to process on your end. Please know that the comfort and satisfaction of our guests is our priority and the experience you had is certainly not commonplace, nor is it indicative of our level of service.
  Please feel free to reach out if you have any further questions or concerns.

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23248936
  
  I am rejecting this response because: this doesnt pertain to my issues, response made by mistake. 
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 04/29/2025

  We do apologize for the confusion on this. A full refund of what was paid for the reservation to Vacasa has been issued back to you. We are not able to offer any further refunds above and beyond this. Please feel free to contact us directly if you have any further questions. 

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Vacasa, who is denying me a refund for a property I intended to rent for a 2-day period (April *****th, 2025) which, upon arrival, was not as advertised. My party and I signed up, and paid, to rent a property that included (as advertised) a working wood-burning stove, as well as a working hot tub, in good condition (among other things). It's important to note that these were the primary features that we chose to rent this property to enjoy. Upon arrival, we learned that the wood-burning stove was out of order (we were not informed in advance of this, and it was going to be a very cold weekend), and the hot tub contained several "change filter" and "change water" warnings when we opened it, on top of an overpowering, terrible smell (like mold), and which made it completely uninhabitable. We quickly called Vacasa to see what could be done about these issues; the person we spoke with informed us that the wood stove could not be fixed in time, but that they could send a maintenance person over the following day to work on the hot tub. We considered what that would mean--1) a full day/night without use of the space, *as advertised*, which was what we had signed up to pay for, and 2) a period of time the following day wherein a stranger would be in our (small) space, as well as no guarantee that the issue could be resolved (and, while I can't prove this definitively here, I can say based on the powerfully bad smell that the hot tub itself would either have required a complete and total clean-out/detail, or likely needed to be replaced entirely.)My party and I decided we needed to vacate the property in order to claim back as much of our precious 2-day trip as we could, in a space that actually contained what we were counting on. We let Vacasa know we would be leaving, and would like a full refund, for a space that was not as advertised, and thus not what we had signed up to pay for. They are denying this claim (no more space to write!)

  

  Business Response

  Date: 04/25/2025

  Once again thank you for sharing this information with us. Again we apologize for any inconvenience you experienced. The rental contract you acknowledged and agreed to states:The Property is provided as is, and we are not responsible for the inoperability or unavailability of any amenities. We are issuing a refund for $75 for the issues reported-as they are minor issues that do not constitute a Full Refund . 

  The rental contract you acknowledged and agreed to states You further 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.
  We were not given the opportunity to address the issues completely before your departed the same night as your arrival. 

  We did provide information the same night on the communication ticket that was sent  to the local office advising for you to flip the breaker switch to the hot tub to reset it and get it to start heating( the switch was located by the hot tub)  The hot tub message to get more water, is because it is on a timer. We also provided information regarding the switch to the Vanity lights were right next to the window Due to us not being able to address the issues while you were here, a Full refund will not be approved.
   We will be issuing a $75 refund. Please allow 3-5 business days for this refund to process on your end. Please know that the comfort and satisfaction of our guests is our priority and the experience you had is certainly not commonplace, nor is it indicative of our level of service.
  Please feel free to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:04/23/2025

  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.

  On 4/6, I checked out of the rental. I followed up on 4/7 stating I had left 4 beach towels and a bathing suit behind. Vacasa stated on 4/8 that the items had been found and they would ship them to me. I approved paying for the cost of shipping. I have followed up repeatedly asking for confirmation via a receipt or tracking number for the shipment of my items. Vacasa has yet to provide that. I have reached out every other day requesting an update and keep getting told "they'll reach out" and that "the items are on the way." I filed a resolution center request stating that I had not received the items after more than 2 weeks and that I wanted $150 for lost items. Vacasa denied this request and then lied about when I requested the information. They told me that I requested the return on 4/14 (not true given provided screenshots). They also said that the unit has been occupied since 4/14. This implies that the items are still in the ****** where other guests have access to so my personal items are being used by strangers. I would like to be reimbursed for my lost items.

  

  Business Response

  Date: 04/24/2025

  Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that the items were shipped on 04/24/2025. The tracking number is 9505 5105 8353 5114 3262 34. We tracked the package on the **** website, and it says that the package should be delivered on 04/26/2025 by 9:00 pm. Therefore, we will not refund the amount you requested. Please reach out to us if you have any questions.
  
  

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a formal and urgent complaint regarding my current stay at a Vacasa-managed property in ************, ********Before booking, I contacted Vacasa directly to confirm that the outdoor pool at the property would be open during our stay. I was explicitly told that it would be. This was a critical factor in choosing this condo, as I have stayed here before and booked it specifically for the pool my small children prefer the pool to the Gulf, and it plays a major role in our vacation experience.We arrived six days ago and were shocked to find out that the pool has been closed for two years. I was misled by your team, and its clear now that I was given false information. To say this has disrupted our vacation is an understatement it has completely altered our plans, frustrated my children, and caused significant disappointment for our family.Since our arrival, I have been in constant communication with Vacasa. Over the past six days, I have received nothing but vague reassurances and empty promises that someone would follow up. To this day, I am still waiting. Not only was I lied to before booking, but now my ongoing concerns are being ignored. This is more than poor customer service, its gross negligence and a failure to uphold basic accountability to your guests.I have documented proof, including screenshots of the communication, where I asked about the pool and was told it would be open. I am more than willing to share those as part of this complaint.I am requesting a timely and sincere response to this matter, along with an appropriate resolution and explanation. I believe Vacasa has a responsibility to provide accurate information and to address guest concerns with integrity and care. I hope this situation can be handled professionally and fairly, and I welcome the opportunity to share the documentation of our communication to assist in resolving this issue.

  

  Business Response

  Date: 04/23/2025

  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: 04/25/2025

   
  Complaint: 23239876
  
  I am rejecting this response because Vacasa offered $20 a day for their mistake. This was absolutely not worth the disruption for my family and children. I will never book any location with Vacasa again. 
  
  Sincerely,
  
  ********* ****

  

  Business Response

  Date: 04/29/2025

  We are sorry for the inconvenience of the miscommunication of the availability of the pool during your stay. Unfortunately, this was listed in both the main listing as well as **** and was sent to you in your confirmation email that the amenities may not be available. Due to this we will only be able to offer a total of $300 refund to you for the miscommunication. Please feel free to contact us with any other questions you may have. 

  Customer Answer

  Date: 04/29/2025

   
  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. $300 is better than nothing. 
  
  Sincerely,
  
  ********* ****

• Initial Complaint

  Date:04/23/2025

  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.

  Rented condo in Indian shores fl. April ***** 2025. The advertised pictures show a lush green lawn in front of condo We found major renovation going on upon arrival and we were not informed of this prior to renting. This created an unpleasant view. The hot tub was closed 4 out of 5 days of our stay. Which was a major influence for us to rent this condo only to find we cant use it. There were also roaches in the condo. We didnt call to inform during our stay because we didnt want dangerous chemical in the condo for us to inhale. This is a 10 story complex with only one functioning elevator. There was also construction going on in the condo above us. There was construction going right next door to complex. The noise was unbelievable. We heard drilling sawing and machinery all day. I contacted Vacasa and made aware of all of this. They offered a 113 dollar partial refund. This is unacceptable unacceptable. I have pictures of closed hot tub and roaches and construction in front of building.

  

  Business Response

  Date: 04/23/2025

  Good Afternoon,

  We are sorry to hear that your past stay was not enjoyable due to construction, loss of amenity, and pest issue. We would like to offer you an additional refund of $136 for these issues. If you would like to accept you can contact our customer service team via text: **************, or you can utilize our customer service phone line: ****************. We look forward to coming to an amicable resolution with you. 

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23239776
  
  I am rejecting this response because:
  We booked on the premise that everything would be as listed. It was not due to all the reasons already listed. We saved for a long time for this vacation and with all the issues it was a disaster.  
  Sincerely,
  
  *** *** *********

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a condo at *********** for four nights for April vacation. The booking agency highlighted a pool, a hot tub, and a community room. None of those amenities are offered as advertised. The management Vacasa is refusing a refund, even though we alerted them to the issue within an hour of checking in and offered to leave. They are stating the pool is open. It is clearly not. They are being untruthful and on top of this, the place is dirty, and I have numerousphotos to prove this. We have been dealing with them for the past 17 hours. It has ruined our first day of vacation. They are saying we break the contract if we leave. However, they are breaking the contract with files advertising. We simply want a refund and to leave.

  

  Business Response

  Date: 04/23/2025

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

  
  

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23235146
  
  I am rejecting this response because: this is their standard answer. When I asked to speak to a supervisor, the last person told me she was the last stop. And she said theres absolutely no way were getting a refund. She said that was the final decision of the local company. However, the locals in the town I am in ***** have confirmed that there is no local office. They are running a bad business and taking advantage of Taurus in a small town. Numerous people told me not to do business with them again. And Ive heard from numerous condo owners here in town that they have fired them due to their poor management it is  is 100% ridiculous they were not willing to give us a refund and cancel our trip, because we booked a condo for a week that offered amenities of a pool and a hot tub. we received numerous confirmation  emails both from *********** and Vacasa that said the pool and the hot tub will be open from 12 to 10. I even reached out to double check. Yet, Vacasa has refused to let us check out and give us a refund.  We were not asking for a discount or anything free, we simply wanted to leave. So that we could put our funds towards lodging that met the amenities we were looking for.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/24/2025

  We understand how frustrating this must be for you. We asked *********** to process a loss of amenity refund for $95.21.  We have also consulted with the local General Manager and *************************** about your complaint and refund request, and were informed that we cannot process any further refunds. The pool and hot tub are not managed by Vacasa, it is managed by the **** We do not have any control over the closure and often do not get any notice from them. Therefore, we could notify you before checking in. This decision is final, and no other refund requests will be considered.

  Customer Answer

  Date: 04/26/2025

   
  Complaint: 23235146
  
  I am rejecting this response because we received numerous confirmation emails that the pool and community center would be open. It was not. Vacasa refused to let us cancel this stay even though the mistake was on their end. They are trying to claim that  in small print on their rental agreement, it says they are not responsibility for the homeowners association and whether the pool is open. However, I spoke to the president of the **********************, and it is a known fact that the pool will be closed this time of year. It was not simply closed for upgrades for a day or two, it is closed closed. They are falsely advertising this property as having access to a pool and a community center. This is not true. It is false advertising, not a matter of maintenance by the **********************. It is against the law to falsely advertise properties. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 04/29/2025

  We do apologize again for any inconvenience of the loss of the amenities, however, we will not be refunding anything more than what has been offered to you of $95.21. This is above and beyond what would normally be refunded as the amenities are out of Vacasa's control as they are not managed by Vacasa. We are not able to make the amenities available if the *** has decided to close them. This is also listed in the rental agreement that you signed and agreed to when you booked the property. 

  Under Additional Terms and Conditions you will find:

  You acknowledge that if the Property has access to amenities that are shared with other properties, such as a shared pool, hot tub, parking lot, or fitness center, that the availability and condition of those amenities is outside Vacasas control.

  Please feel free to contact us directly for any additional questions you may have but please note again no further refund will be granted. 

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23235146
  
  I am rejecting this response because all confirmation emails stated these amenities were open. This is a SCAM. They are still listing the amenities as open on the listing even though the amenities are clearly closed for the season. *********************************************** the proof is right there. Even after we had this issue last week, they are still renting it as having a pool and hot tub. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:04/21/2025

  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.

  We reserved a house through VRBO (Reservation PWNRNW3F).The host uses a management company called Vacasa. The property ID is 3801679.Check in was 4/14/2025 and Check out was 4/18/2025.We arrived after 9 PM, turned on the lights, and roaches scattered across the kitchen. Walked into the living room and dark and light ***** stains covered most of the cushions. Walked into the master bedroom and found the closet door was broken; just leaning inside against the shelf. Went upstairs and more stains on this couch. The closet door was also broken; just leaning inside. We turned on the lights in the small bedroom and more roaches. We contacted the host management company and was asked to provide photos. We sent the photos requested. Vacasa told us it was late and someone would contact us the next day. We left for health and safety and booked at a nearby resort.Nobody called us the next day so we contacted Vacasa again. We were told the local management was contacted and someone would be in touch. We notified **** of the issue. They attempted to contact the host and received no response.We contacted the host every day for 5 days and only response was "I'm sorry for keeping you waiting. After checking, we are still waiting for updates from the local team.". **** refunded their fee of $87 but the host will not respond. I contacted them again today and received the same response.The pictures are too large to attach.

  

  Business Response

  Date: 04/22/2025

  Hello,
  Thank you for reaching out and sharing your concerns regarding your recent reservation. We sincerely apologize for the issues you experienced during your stay.
  After reviewing everything, weve confirmed that the local team approved a refund of $57.00, plus applicable taxes and fees. Additionally, **** authorized an extra $100.00 as compensation for the pest-related issues. The total refund, including tax and fees, comes to $175.84. Which we are processing today. This typically will take up to 10 business days to reflect on your credit/debit card depending on your banking institution. 
  If you have any further questions or concerns, please dont hesitate to reach out. We are here to help.
  
  

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23231416
  
  I am rejecting this response because:

  We could not stay there with the unknown stains on the furniture, roaches, and broken doors. We had to book and stay for the week at another location. No one from Vacasa every responded to our request or contacted us that any of the issues would be resolved. We attempted to contact the host every day. We wasted more than 10 hours of our vacation trying to resolve this issue.

  Even if they had been resolved a few days later, we had to book our stay for the entire week at the alternate location to cover our vacation. With no response from the host, we had no idea if anything was being done to address the issue.

  We expect a full refund as we did not stay at the property and the property should have never been rented with the issues we identified. No reasonable business should conduct themselves or ask customers to subject themselves to those health and safety issues.

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

  

  Business Response

  Date: 04/27/2025

  Hello,
  Thank you for your response. We are currently reviewing this matter with our local team, and once we have an update, we will reach out to you directly. I will personally set a reminder to follow up on any progress and ensure you are kept informed.
  We appreciate your patience as we work through everything.

  Customer Answer

  Date: 04/27/2025

   
  Complaint: 23231416
  
  I am rejecting this response because:

  There is no solution offered, just more delays by Vacasa. We will only accept full reimbursement. 
  
  Sincerely,
  
  ****** *******

  

  Business Response

  Date: 04/30/2025

  Good Afternoon,

  The senior leadership is reviewing this and we can not approve or decline your full refund request until we have the decision from them. I have requested an immediate update regarding this. We thank you for your patience and we will reach out as soon as an update is made.

  Customer Answer

  Date: 04/30/2025

   
  Complaint: 23231416
  
  I am rejecting this response because: This is now the 3rd no response from Vacasa. Just like like ignored my phone calls and text for 5 days while on vacation, they are ignoring the BBB and my request for a full refund. Simply responding the the BBB request for a solution resets the timer so they do not receive a negative report from the BBB. Vacasa hopes the the customer clicks on the 'accepted response' so it closes the case.

  Once again, VRBO refunded their fee as they agreed that the house should never have been rented in that condition. We are awaiting Vacasa to refund the rest of the money. We did not stay in the house for our health and safety. Vacasa never contacted us after we sent the pictures requested. To this date, no one has contacted us from Vacasa in 3 weeks.

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

  

  Business Response

  Date: 05/04/2025

  Hello, thank you for your response. We sincerely apologize for the inconvenience and delay. We have reviewed your request once again with our local manager and are pleased to inform you that a full refund for your reservation has been approved. Please note that it may take 57 business days for the refund to reflect on your credit card statement. If you have any additional questions or need further assistance, please dont hesitate to reach out.

  Customer Answer

  Date: 05/12/2025

   
  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. We have confirmed the refund was processed. Thank you for assisting in this matter.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:04/19/2025

  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 recently booked a 3-night stay with Vacasa for a special occasionmy birthday. Unfortunately, the experience was incredibly disappointing and far from what was promised.Three days before my arrival, I reached out to Vacasa specifically to confirm that all the amenitiesespecially the sauna, hot tub, and ***were in proper working condition. They assured me that everything would be ready and functioning.However, upon arrival, I found the following issues:The sauna did not heat up at all The *** was broken and lying on the ground in pieces The pool room was dirty The hot tub had visible dirt and buildup inside ***** streaming services were operational The fridge was at nearly room temperature, making it unusable for storing food I immediately contacted Vacasa to request that these issues be addressed. The next day, they sent a maintenance person who admitted he couldnt fix anything and said someone else would be sent. The following day, I was told that the technician had the day off and no one else was available. No other problems were addressed, and despite several follow-ups, I received no support.After my stay ended, it took four days and multiple phone calls (because they never followed up as promised) to receive any kind of response. I paid $1,500 for a 3-day stay, yet similar properties without the sauna, hot tub, and *** are listed around $1,000. Vacasa offered a $150 refundwithout explaining how they came up with that numberand stopped communicating when I asked for a fairer resolution.This was supposed to be a joyful birthday celebration with friends, but it turned into a stressful and frustrating experience. The lack of professionalism, poor customer service, and complete disregard for guest satisfaction left a lasting negative impression.I do not recommend Vacasa and will think twice before ever booking with them again.

  

  Business Response

  Date: 04/20/2025

  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 a total amount of $369.80 for all of the issues you experienced in the unit during your stay. We tried multiple times to get in touch with you by text so the vendors could come by to address the issues, but you did not respond until we called you. This caused a delay in rectifying the issues you reported. Also, we do not have any local staff who work past 5:00 pm, which means the issues would have been assessed the next day.
  
  We want to apologize again for the deficiencies you discovered in the unit during your stay. Fortunately, none of them individually, or cumulatively, prevented you from completing the entirety of your stay.   We have reviewed all documentation and agreed that the compensation we are giving you is fair and measured to the issues that occurred. There will be no further compensation given to you.
  
  

  Customer Answer

  Date: 04/28/2025

  First of all, did you even read my initial complaint?

  I recently booked a 3-night stay with Vacasa for a special occasionmy birthday. Unfortunately, the experience was incredibly disappointing and fell far short of what was promised.

  Three days before my arrival, I specifically contacted Vacasa to confirm that all the amenitiesespecially the sauna, hot tub, and BBQwere fully operational. I was assured that everything would be ready. However, upon arrival, I encountered multiple serious issues:

  *********end="737" data-start="701">The sauna did not heat up at all *********end="780" data-start="738">The BBQ was broken and lying in pieces *********end="808" data-start="781">The pool room was dirty *********end="860" data-start="809">The hot tub had visible dirt and buildup inside *********end="906" data-start="861">No TV streaming services were operational *********end="995" data-start="907">The refrigerator was nearly at room temperature, making it unusable for food *******************

  I immediately contacted Vacasa to request that these issues be addressed. Here is the breakdown of the service failures that occurred:

  1. Lack of action after initial complaint:
  The agreement was that issues would be fixednot that I would have to keep calling and following up repeatedly. Despite my immediate reports, no meaningful action was taken during my stay.

  2. Failure to resolve issues:
  In three days, none of the problems were fixed. The maintenance worker who was sent admitted he couldn't fix anything, and I was later told that no other technician was available.

  3. Inadequate communication:
  It took four days after my stay and multiple phone calls to even receive a partial response. Follow-ups that were promised never happened.

  4. No justification for compensation amount:
  Vacasa offered $150 initially without explaining how that number was calculated, despite the numerous major deficiencies.

  5. Compensation is not adequate:
  I paid $1,500 for a property marketed with premium amenities. Properties without a sauna, hot tub, and BBQ are typically priced $500 lower. The difference between what I paid and the value I received is substantial, and your offered compensation does not remotely cover this gap.

  Fair compesation is 500 for difference +200 issues = $700  you have provided 370, so you owe me another $330

  

  Business Response

  Date: 04/29/2025

  This has been looked into for you and what has been compensated is fair and measurable based on the issues reported. As most of the issues were addressed during your stay in a timely manner nothing more will be refunded to you. Please feel free to contact us directly if you have any other questions. 

  Customer Answer

  Date: 05/08/2025

   
  Complaint: 23226989
  
  I am rejecting this response because:

  First of all, did you even read my initial complaint?
  I recently booked a 3-night stay with Vacasa for a special occasionmy birthday. Unfortunately, the experience was incredibly disappointing and fell far short of what was promised.
  Three days before my arrival, I specifically contacted Vacasa to confirm that all the amenitiesespecially the sauna, hot tub, and BBQwere fully operational. I was assured that everything would be ready. However, upon arrival, I encountered multiple serious issues:
  The sauna did not heat up at all
  The BBQ was broken and lying in pieces
  The pool room was dirty
  The hot tub had visible dirt and buildup inside
  No TV streaming services were operational
  The refrigerator was nearly at room temperature, making it unusable for food storage
  I immediately contacted Vacasa to request that these issues be addressed. Here is the breakdown of the service failures that occurred:
  1. Lack of action after initial complaint:
  The agreement was that issues would be fixednot that I would have to keep calling and following up repeatedly. Despite my immediate reports, no meaningful action was taken during my stay.
  2. Failure to resolve issues:
  In three days, none of the problems were fixed. The maintenance worker who was sent admitted he couldn't fix anything, and I was later told that no other technician was available.
  3. Inadequate communication:
  It took four days after my stay and multiple phone calls to even receive a partial response. Follow-ups that were promised never happened.
  4. No justification for compensation amount:
  Vacasa offered $150 initially without explaining how that number was calculated, despite the numerous major deficiencies.
  5. Compensation is not adequate:
  I paid $1,500 for a property marketed with premium amenities. Properties without a sauna, hot tub, and BBQ are typically priced $500 lower. The difference between what I paid and the value I received is substantial, and your offered compensation does not remotely cover this gap.
  Fair compesation is 500 for difference +200 issues = $700  you have provided 370, so you owe me another $330
  
  Sincerely,
  
  ****** O

  

  Business Response

  Date: 05/15/2025

  We once again regret that you are not satisfied with the decision made in response to your complaints about your stay at ****************. Again, wed like to apologize for the deficiencies you discovered in the unit during your stay. Fortunately, none of them individually, or cumulatively, prevented you from completing the entirety of your stay. These issues have been reviewed by the local Regional Manager, and he agreed that the compensation we previously offered is fair and measured to the issues that occurred, and there will be no further compensation.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23226989
  
  I am rejecting this response because:  I must respectfully disagree with your assessment that the compensation offered is fair and sufficient.
  The sauna was one of the main reasons I chose this property over other more affordable options. Properties without a sauna were priced around $900, while I paid $1,500. The absence of this key amenity represents a significant difference in valuenot just a minor inconvenience. Given that the sauna was non-functional for the duration of my stay, I believe it is only reasonable to expect compensation that reflects the true value lost. Moreover, other issues I previously mentioned also negatively impacted the quality of my stay. These concerns were not minor and should be considered part of the overall compensation. Together, these problems affected my experience and must be acknowledged accordingly.
  While I did complete my stay, that does not negate the fact that I paid a premium for amenities that were not provided.  Total compensation  must be 700 for no sauna, and 200 for inconvenience! 
  Sincerely,
  
  ****** O