Complaints

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

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  Vacasa

  850 NW 13th Ave Portland, OR 97209-3680

  
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  Sterling Resorts

  1751 Scenic Hwy 98 Destin, FL 32541-8542

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  Sterling Resorts

  12011 Front Beach Rd Panama City Beach, FL 32407

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  Vacasa

  8478 Gulf Beach Blvd Navarre, FL 32566

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  Seychelles Beach Resort

  5115 Gulf Dr Panama City, FL 32408

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:07/30/2025

  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 planned a vacation with Vacasa at their ******* at ******** property (*****************************************) from July 2731, 2025. we discovered a bed bug infestation in the ***** ****** themed room where my daughters were staying. After confirming the infestation, we immediately contacted customer service at around 7:30 PM. We were assured that someone would come to inspect the home that eveningno one showed up. After a second call at 8:45 PM and over an hour on the phone, we were told that no one could come that night and given two options vacate the property immediately and receive a full refund or wait until the next day for someone to address it. We left. We were told we would receive a full refund for our stay, as well as compensation for any expenses incurred if bed bugs had been transferred to our belongings (thankfully, they were not transferred ). The next day, we were told our refund request was canceled, as the inspector didnt find any bed bugs. If we would not have called, we would not have known as we received no communication regarding the canceled refund. Additionally, our photo evidence, which clearly showed the bed bugs in the property, was dismissed as insufficient, with claims it could not be verified that the photos were taken at their location. We then sent additional photos showing the exact location with time stamps to further support our claim.Despite this, we were told the local team had not found any infestation, and the refund was denied. We escalated the issue a second time and notated the photos prove the infestation. We were told to wait 24 hours and we would receive a call. Again, no call . This morning, I reached out again and was told that the local team confirmed there is no infestation, so no refund would be issued as its there policy that an infestation had to be confirmed for a refund. I responded again clearly stating that the photos with the time stamp and location were hard proof of the bugs at the location.

  

  Business Response

  Date: 07/31/2025

  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 by ******. They processed a full refund on 07/31/2025 to the credit card you used to pay for the reservation. They also indicated that they would send you an email to confirm the refund. The disputed amount is more than we received, and includes the *** service fee that was not sent to us. Please reach out to ****** directly if you have any further questions regarding the refund.

  Customer Answer

  Date: 07/31/2025

   
  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:07/29/2025

  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.

  Complaint Against: Vacasa Reservation Location: ************, ** Date of Stay: July 2025 Amount Paid: $1,830.49 We booked a one-week vacation rental in ************ through Vacasa, and it turned out to be one of the worst experiences weve ever had. We paid $1,830.49 expecting a clean, functional, family-friendly villa. What we walked into was absolutely unacceptable.From the moment we arrived, the house was in horrific condition. There were live worms crawling all over the floor and carpet, which we documented with video. The air conditioning wasnt working, making multiple rooms unbearably hot and this is in the ************ summer. The WiFi was also completely unreliable, which severely disrupted our plans and ability to work.We immediately contacted Vacasa to request a relocation. Instead of resolving the issue, they sent a pregnant cleaning woman to clean the home while we were still inside with our three young children. We were shocked by how inappropriate and unprofessional this was.After escalating the matter, we spoke with a manager named *******, who promised someone would come inspect the house the next morning at 9 AM. No one ever came, and ******* has since completely stopped answering our messages.Vacasa failed us on every level. They refused to relocate us, ignored basic health and safety concerns, and left us trapped in an unsafe, dirty home for the week. We were not asking for a refund at the timewe just wanted to be moved to a clean, livable house. Vacasa never delivered.For nearly $2,000, this is not just a poor experienceits blatant negligence. We are demanding a full refund of $1,830.49, a formal apology, and assurance that no other family has to endure this kind of treatment again. We have saved all messages, photos, and videos as evidence.

  

  Business Response

  Date: 07/30/2025

  Thank you for taking the time to share the details of your stay. I want to sincerely apologize for the unacceptable condition of the home and the challenges you experienced during your visit. We understand how disappointing and distressing this must have been.
  
  Please know that your concerns have been taken very seriously. A formal ticket has been created and sent to the local property manager for full review. Weve also escalated this matter to the appropriate teams to ensure it receives immediate attention.
  
  Again, we deeply regret the experience you had and thank you for your patience as we work to resolve this matter.
  
  Warm regards,
  ******** *.
  Vacasa Customer Experience Team

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23670531
  
  I am rejecting this response because:

  I have reviewed Vacasas response to my complaint, but unfortunately, the core issues remain unresolved. After their team inspected the villa, we received no further communication, updates, or resolution.
  
  Given the circumstances and the failure to address the problems in a timely and professional manner, we are formally requesting a full refund.
  
  We expect Vacasa to take immediate responsibility and respond accordingly.

  Sincerely,
  
  **** *****

  

  Business Response

  Date: 07/31/2025

  Good Afternoon, Mr. ****** Our local team has made concerted efforts to work with you during your stay on the issues you reported. Our records show that the issues were inspected and resolved by our local staff, and the unit was in pristine condition, with all systems up to par. The move request and the refund request were denied. We feel this is fair given the situation. No further action or refunds will be considered.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23670531
  
  I am rejecting this response because:

  Considering the overwhelming number of negative reviews and unresolved complaints about Vacasa on the Better Business Bureau, your response sadly comes as no surprise. This pattern of ignoring customer concerns and denying valid refund requests reflects disgraceful customer service and a serious failure in basic hospitality standards.Sincerely,

  
  **** *****

• Initial Complaint

  Date:07/26/2025

  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.

  Booked a reservation for a property on 4/18/2025 for arrival Sept 13-Sept 20th 2025 paid the deposit of ****** on 4/18/2025 we had to cancel ( called 7/25/2025 ) due to a work commitment that we could not change and were going to rebook for a different week even if not the same property , called Vacasa to try and cancel and was informed if we cancel no refund unless the property rebooks . I had not had a chance to review the rental agreement nor did i sign anything and nothing is stated on my receipt for my deposit attached , your customer service team at ********************** was less then helpful and the first ****** i spoke with hung up on me ( poor customer service ) and told me i needed to contact Hatteras Reality which I did ( same company by the way ) We have been coming to the outer banks for years and still plan to come to this beautiful place however we will not be using this management company to book our trips moving forward . I will be contacting the North ******************** Commisson to better understand my rights as a consumer with no signed rental agreement in place .

  

  Business Response

  Date: 07/26/2025

  
  We appreciate your taking the time to share this information with us.  We are sorry that you had to cancel your trip. North Carolina is  regulated State, which unfortunately, the cancellation policy is much more strict than a reservation that is not in a regulated Market.  You booked your stay through Hatteras Realty, which, the cancellation policy is listed under "Additional Terms And Conditions and visible for guests to see before they can pay and finalize their booking. Although you did not sign the required forms , you are still acknowledging and  adhering to the policy before you finalize the reservation. The standard cancellation policy for ************** is as follows:

  Cancellations:
  If a guest booked via Vacasa there is no refund after the initial 24 hour ***** period.
  If a guest booked via a 3rd Party site, follow the cancellation policy they booked under on that site ( Hatteras Realty) ( Which is disclosed in the attachment)

  If you would like to proceed with the cancellation for your reservation, please call us direct at **************. We can offer Rebook Refund which the refund is contingent on if the nights on your reservation rebook. You would need to call us on the last day of the stay, to see if any, or all the nights rebooked 

  Thank you for your understanding,

  Vacasa ************************ Team

   

   

  
  

• Initial Complaint

  Date:07/25/2025

  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 stayed with Vacasa from July ***** 2025 in a condo in **************, **. The unit we rented was advertised to be air conditioned however the air conditioning was not functioning during our stay. We reported multiple times that the unit was not cooling and we even had to leave the windows open in rainy conditions. An HVAC tech called and said he would arrive to fix the unit but did not show. The management at Vacasa did not return my calls despite multiple requests during my stay. I continued to call after our stay requesting a full refund or credit for a re stay. Upon speaking to service manager ******* on Wed she mentioned that I should have been offered a credit or to stay at another unit. She confirmed no notes were in my file about whether the air had been fixed. This 2 night stay with no air conditioning in the summer cost $456.18. I booked a stay trusting the advertising was accurate.

  

  Business Response

  Date: 07/26/2025

  Thank you for reaching out and sharing your experience. I'm truly sorry to hear about the issues you encountered during your recent stay in **************, particularly regarding the non-functioning air conditioning. I completely understand how frustrating and uncomfortable this must have been, especially during the summer months.
  After reviewing your reservation and the details you provided, I can confirm that we will be refunding the fees paid in the amount of $167.86. This refund is being issued in acknowledgment of the inconvenience caused and in line with our commitment to guest satisfaction.
  Please allow a few business days for the refund to reflect in your original form of payment. If you have any further questions or need additional assistance, feel free to reach out we're here to help.
  Sincerely,
  ***** V
  Vacasa Customer Experience Team

  Customer Answer

  Date: 07/26/2025

   
  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:07/23/2025

  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.

  5/23 for property rental, they agreed for early check in, but said not available when we got there after driving 7hours.Tesla charger - They said the property has tesla charger, so we booked it. The garage was locked and the charger was not available. Their advertisement was showing all the photo and description.

  

  Business Response

  Date: 07/24/2025

  Hello, 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: 07/29/2025

   
  Complaint: 23643845
  
  I am rejecting this response because: they haven 't send me any answers for this issue. Everybody in this company doesn't care
  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 07/30/2025

  Good Afternoon,

  Per our local team we were told that you were informed before booking that the tesla charger and garage access was not available. Early check in and late check out was discussed before you booked as well. We are sorry for any inconvenience this may have caused but early check in and late check out are not promised and are dependent on our local housekeeping teams schedules. At this time we do not approve any compensation for this issue. 

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23643845
  
  I am rejecting this response because:

  Please check the attachment and read it. A day before booking, they said the charger and garage access is available,  also Early check in is avaialble.

  After we got there, they said no.   False advertisement and misinformation

  
  Sincerely,
  
  ***** ***

  

  Business Response

  Date: 07/31/2025

  We appreciate your taking the time to share this information with us. We reviewed the issues you reported and found that a refund is warranted. However, we are only able to refund $350.00. The refund amount you requested was not approved. We understand that you were inconvenienced during your stay and hope that this refund will be accepted as a final resolution. We will not consider any further compensation above the amount offered.

  Customer Answer

  Date: 07/31/2025

   
  Complaint: 23643845
  
  Ok. I will take that offer.  This issue could be resolved a lot quicker and easier. It is obviously shown that it was false advertiesement... That FL local management is not taking responsibility at all.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:07/22/2025

  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.

  We paid $2,089.49 for a Vacasa rental at ************************************************************************* Upon arrival, we discovered bed bugs in all six beds. Five adults confirmed it, and we have photos and videos. guests were bitten!Vacasas response was unacceptable. They sent a staff member who denied the issue, and the local manager **** didnt respond for 16 hours. When he finally did, it was only via text. He was rude and eventually texted that we were banned and would receive nothing.We had to clean and disinfect everything ourselves and pay for hotel rooms. We also purchased tools to fix dangerously wobbly bunk beds. Our vacation was ruined, and our group had to split ****** Vacasa supervisor promised a refund, but another said no .We are seeking a full refund due to the bed bugs, health risk, added expenses, and Vacasas lack of help.Requested Resolution:A full refund of $2,089.49 and acknowledgment of Vacasas failure to address a serious health issue.

  

  Business Response

  Date: 07/23/2025

  Our General Manager promptly inspected the property and, as part of our standard protocol, we also brought in a licensed professional pest control service to assess the home for any signs of bed bugs. Both inspections did not find evidence of bed bug activity at the property.
  
  However, in good faith and as a fair and reasonable measuregiven that the guest chose to leave the property earlywe offered to refund the two unused nights of the reservation.
  
  Unfortunately, the guest declined this offer.
  
  We take guest concerns very seriously and believe this resolution reflects a balanced response, considering the findings of professional inspections and the early departure.
  
  Sincerely,
  ******** *.

• Initial Complaint

  Date:07/21/2025

  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.

  Vacasa confirmation number 5V21KX2N. First night checking in keypad did not work. Would not change the battery and had to pass around a key all week. Lights went out in the downstairs unit. Unit not usable. Not a return call. Upstairs washer and dryer out of order possibly from deck pulling away from the house. Trip hazard on entrance to childrens room. Entire house filthy and moldy. A door in bathroom would not open all the way. Floors settling cracked tile and laminate everywhere. Spiders,wasps,ants present. Have never received a return call to discuss these issues.

  

  Business Response

  Date: 07/21/2025

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

  Customer Answer

  Date: 07/25/2025

  I dont see any offer only a delay. Vacassa said I never called to complain about the issues in this complaint. I talked to a lady in ****** and gave her phone call time and dates which she verified as Vacassa numbers. One bedroom was not usable due to no power. That is the main reason for the 25% refund. The cleanliness and house condition was just awful. 
  
  

  

  Business Response

  Date: 07/28/2025

  Hello, thank you for your response. We have reviewed your reservation, and the only amount we are able to approve for a refund is $100, along with a 10% discount for a future stay. This was also communicated to you on 7/25. If you have any further questions, please do not hesitate to reach out.

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23629671
  
  I am rejecting this response because:
  The power was not working one of the bedrooms downstairs. Four bedrooms. One not usable (not safe). This is the reason for the 25%. I reported this immediately.  
  Sincerely,
  
  ******* Arms

  

  Business Response

  Date: 07/29/2025

  Hello, thank you for your message. Were unable to offer any additional refunds in this case. We believe the resolution already provided is fair and measured based on the issues reported during your stay. If you have any further questions, please feel free to contact us directly at ************.
  
  

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23629671
  
  I am rejecting this response because:
  
  Sincerely,
  No one has mentioned the power issue. Someone has to open the door and flip the switch. The local office is 8 blocks away. Also to address the cleanliness issue someone has to look at it. Not tell me they use a professional cleaning service. If they pay money for cleaning they are getting ripped off. 
  ******* Arms

• Initial Complaint

  Date:07/20/2025

  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.

  Confirmation # WB9A-83NX $602.94 Paid Dates July 13 to July 18 ********* Condo - Anchors Way When arriving to the ******** of the ac vents was off, sitting behind the TV. The vent had mold on it. I placed the vent outside.When inspecting the room further, the couch was not clean, it was very dirt with food under the cushions and stains on it.Not only that, but the advertised photos on vacasa site wasn't matching with the unit. The main bed and couch was completely different from the photos. The siding on the kitchen bar was different. It seemed like the photos was of a different unit, therefore false advertising what the unit actually consisted of. I contacted vacasa about the couch and vent. Someone came out within a few hours, replaced the vent and cleaned the couch.The main issue was the master bed. The mattress was hard as a brick. Woke up with my back being stiff, legs hurting and more. The next night, same issue. The bed ruined my stay because of the physical affects it had on my body, so much so, that I had to rent a hotel for 2 nights, just to get a nice rest, to try enjoy my vacation. Because of this I was out an extra $300. Not only the amount but again, my vacation was ruined. My physical well being was tarnished for the entire stay. I reached out to vacasa about the bed and was told, we can't give you a new bed. I wasn't asking for a new bed but something could've been done. Again, the photos on the advertised room were false. As a resolution, I am seeking full reimbursement of my stay or a full credit to use on another rental, so that I can possibly re do my vacation.

  

  Business Response

  Date: 07/20/2025

  Hello Mr. **************** comments and requests have been sent to the Local Team. Were sorry to hear about your experience and apologize for any inconvenience you may have encountered. After reviewing our records, we located the complaint in reference to the Vent and Couch, however we were unable to find any communication from you regarding the issues mentioned in reference to the mattress. We always encourage guests to reach out to us as soon as possible so we can promptly resolve any issues and ensure a more enjoyable experience. Thank you again for your feedback.

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23626148
  
  I am rejecting this response because:

   

  i have attached a screenshot of where the mattress situation was addressed. 

  again the photos that were advertised was misleading. Different couch, different bed, etc. The mattress ruined our vacation, which i have never experienced before. The vacation was a waste because of the physical toll the bed had on my body. 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/23/2025

  Thank you for your message and for providing additional details, including the screenshot.
  
  We are sending your concerns and supporting documentation to be reviewed further. We will update you as soon as we have more information.
  
  We appreciate your patience in the meantime.
  
  Best regards,
  ******** *.

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23626148
  
  I am rejecting this response because:

  Still waiting on a reply with a an acceptable resolution 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/24/2025

  Hello ****,

  The cleaning fee of $126.50 was fully refunded on 7/22/25. The General Manager is requesting hotel receipts to review, and further steps can be considered once we can receive that documentaion.

   

  Thank you,

  ******* W

  Vacasa

  Senior ************* Specialist

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23626148
  
  I am rejecting this response because:

  Here are the hotel receipts 
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/28/2025

  Hello, thank you for your response regarding this matter. I attempted to retrieve the attachments of the receipts related to this complaint, but was unable to do so. Could you please resend those attachments here and also send them via text to our chat line at ************?
  Thank you for your patience and understanding.
  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23626148
  
  I am rejecting this response because:

  I have re uploaded the photos of the hotel bill and messaged them to the number
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 07/30/2025

  Good Afternoon,

  Please be advised your hotel receipt was received and the local manager is reviewing it currently. When we have a response on whether additional compensation will be issued we will contact you. Thank you for your patience in allowing us to review this.

  Customer Answer

  Date: 07/30/2025

   
  Complaint: 23626148
  
  I am rejecting this response because:

  Once the additional info is reviewed and a resolution that is satisfactory is done, I will accept
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 08/01/2025

  Hello there, 
  We appreciate your taking the time to share this information with us. After careful review, we can confirm that the previously approved and processed Cleaning Fee compensation will remain as the final resolution. We understand your concerns regarding the bed; however, as it is brand new, no additional compensation will be provided in this case. We appreciate your understanding.
  
  

  Kind regards, 

  ***** V

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23626148
  
  I am rejecting this response because:

  The refund amount isn't sufficient.

  Again the entire Vacation was ruined because of the issues. Upon further review, there are multiple negative reviews concerning the bed and some other items. There is no eay that mattress was new. I will not be utilizing Vacasa further and will tell my friends and family the same. We have previously used vacasa before and had no issues. But because we had issies this time and i see how the issue is being handled, i dont want to experience this again. 
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:07/19/2025

  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.

  Rip off. Vacasa steals from customers. Purchase of insurance on a booking should guarantee a refund. They asked for inappropriate information not relating to a booking vacation stay. It should be as simple as cancellation of a hotel. Instead they send you to another company asking for corporate stay itinerary, medical emergencies or natural disasters as if it was a corporate company retreat booking. And all to tell you a month later you are denied your refund. WASTE OF TIME. HORRIBLE PROCESS. Never again. If we had known about all these ridiculous additional steps after a simple cancellation we would have never booked here. Never will again. We will make sure to spread the word via social media. Thanks for ripping us off.

  

  Business Response

  Date: 07/20/2025

  Hi ****, it was a pleasure speaking with you today. I apologize for the confusion on the process insurance company takes to process claims.  As explained it is a separate company from Vacasa.  We have requested that you send us a copy of their denial letter so that we may further investigate.
  
  

• Initial Complaint

  Date:07/18/2025

  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.

  We rented a property through **** for a stay of 7/11-7/16/2025. The listing says private community boat launch available but then says it is not, due to this, I messaged vacasa about it and was told by two different people ahead of our trip that there was a boat launch available and that a key would be made available to me upon arrival. We planned our entire trip around this as we were on the private side of the lake. Once we arrived I reached out to find out where to get the community access key and was told that there was no community access available! Complete disappoint to our trip- we would have never even booked this home if we were told we couldnt even put our boat in which is why we even rented the house in the first place. When I finally asked point blank what was being done to fix their mistake I was told theres nothing that can be done if an amenity is not offered. What?!? Nothing to be done about amenities that you list as available, that your employees message me and confirm are available and then when I arrive, just say they arent available? After messaging with a person who had no desire to fix their mistake, my husband called and spoke to someone and indicated he wanted to speak to a manager whom he was told would email him on Monday as it was Friday. No email ever came. My husband called again multiple times after that and left messages and still zero response. I had no idea that renting through **** that I was also dealing with another company and one that clearly does not know its properties and also does not care about their customers. On top of this I was overcharged-my receipt amount is ***** and I was charged *****. I feel since I would not have even rented this property if I had known there was no boat launch access, that I should be refunded the full amount of our trip due to being mislead by the company about what the property offered. Attached are the messages with misleading information and receipts for incorrect amount charged.

  

  Business Response

  Date: 07/19/2025

  Hello *****, our sincerest apologies for any miscommunication experienced during your experience with our team. We have forwarded your request to our senior local leadership to address. Once we hear back, we will be in contact.

  Customer Answer

  Date: 07/19/2025

   
  Complaint: 23620081
  
  I am rejecting this response because: I do not believe this company has the good faith to follow up like they say they are based on my experience thus far and other experiences I have seen online. I have never felt so taken advantage of simply by going on vacation with my family. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/23/2025

  Thank you for your feedback.
  
  While we understand your disappointment regarding the need to use the ****** and recognize the importance of updating our listing for clarity, we do not believe this warrants a refund of the rent itself, as the reservation was used in full with two adults and four children staying for the entire five nights.
  
  That said, as a gesture of goodwill, we are happy to refund 100% of the fees associated with your reservation, totaling $533.35. This refund will is processed, and depending on your bank, it may take 510 business days to appear in your account.
  
  We appreciate your understanding and thank you again for bringing this to our attention.
  
  Best regards,
  
  ******** *.

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23620081
  
  I am rejecting this response because: we were waiting to hear back from management who never got back to us which is why we continued to stay.  How would we even know what our options were without being able to speak to someone? I initially asked for a full refund and appreciate some refund being given but would feel that Vacasa accepts responsibility for their mistake if they at least refunded half of the cost which was roughly $1,000, minus the hidden fees that were not disclosed up front either. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/24/2025

  Hello *****, 

  We do apologize that the refund given, $591.07 you do no not find is sufficient, however with careful review and consideration from the Regional Director and the General Manager, the local team did provide you with the contact information for the ***** where you could launch your boat rental as there was a dock, just not access to the community launch. The General Manager will update the listing information for any inaccurate information to ensure the issue does not arise in the future. The final resolution is for the total refund of $591.07, which was refunded on July 21st, 2025

   

  Best Regards,

  ******* W

  Vacasa

  Senior Guest Service Specialist

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23620081
  
  I am rejecting this response because: what you are failing to mention is that the ****** (that no one told us about, we are just familiar with the lake)  is that it is a completely separate side of the lake. The ****** is on the public side and we rented this house  on the private side of the lake. You can not get access to the house we stayed at from that ****** which is why I stated from the beginning that our stay was completely pointless in the house you advertised as having a boat launch because we wouldnt be able to even get to the dock of our house from the ******. Hence why Im asking for at least half a refund. I also didnt see where you addressed that no one got back to us during our stay so we couldve explained all of this. 
  
  Sincerely,
  
  ***** *****

  

  Business Response

  Date: 07/28/2025

  Thank you for your feedback. We apologize for the misinformation and inconvenience of not having a boat launch or access to the main part of the lake for your stay. However, when you called us about it on the day of check-in, we responded less than 24 hours after the ticket was created for our local staff. We also updated our listings accordingly. The refund that was given to you was approved by Senior leadership locally. They indicated that a 50% refund would not be approved and is not warranted in this case. We hope you understand. If you have any further questions or concerns regarding this matter, please feel free to contact us directly. 
  
  

  Customer Answer

  Date: 07/28/2025

   
  Complaint: 23620081
  
  I am rejecting this response because: you admit to misinformation but refuse to give me half of my money back. The person who did call us back said sorry and that there was nothing that could be done about an amenity that isnt offered-completely not acknowledging that it was misrepresented by you on multiple occasions. No manager got back to us when that employee said they would that following Monday. I really do not understand how this company has an A+ rating. Despicable. 
  Sincerely,
  
  ***** *****