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

  1751 Scenic Hwy 98 Destin, FL 32541-8542

• 

  Vacasa

  8478 Gulf Beach Blvd Navarre, FL 32566

• 

  Vacasa

  523 Gatlinburg Drive Gatlinburg, TN 37738

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:07/08/2025

  Type:Sales and Advertising 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.

  Dates: 7/3/25-7/6/25 Building is in horrible conditions. Masking tape used on the elevators for repairs needed. Pool area has moderate chipping. Dirty area. I currently have a broken foot. There were no handicap access accommodations for individuals with physical disability except for parking. This made my broken foot WORSE within 24 hours. Beach was filthy with trash, cigarette butts, and other litter. Condo was filthy upon arrival. We left 1 day early because of the poor and unsafe condition of the building AND condo. I called several times BEFORE our trip to ensure the condo had made the changes that were needed due to MULTIPLE bad reviews. Each time, I was told everything was updated. That was a lie.

  

  Business Response

  Date: 07/09/2025

  Thank you for taking the time to share your feedback. Were truly sorry to hear about your experience and regret that the condition of the property and surrounding areas did not meet your expectations.
  
  Please note that the beach and common areas, including elevator maintenance and pool conditions, are managed by the ******************************** (***). Unfortunately, we do not have direct control over these shared spaces. Additionally, the weekend of your stay was one of the busiest of the year, which may have contributed to the higher-than-usual foot traffic and impact on beach cleanliness.
  
  Regarding the condition of the condo, we acknowledge that the floors did not meet our standard for cleanliness. As a result, we approved a refund for half of the cleaning fee ($92.41) to reflect that shortfall.
  
  We understand how important accessibility is, especially given your circumstances, and were truly sorry for the discomfort and inconvenience caused.
  
  Thank you again for your feedback. If theres anything further we can assist you with, please feel free to reach out.
  
  Sincerely,
  ******** *.

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23573813
  
  I am rejecting this response because:

  Vacasa and Seychelles is responsible for the safety and maintenance of their guests. The advertisement of the condo was misleading. And it does not matter how busy the holiday is. You have a responsibility to keep your guests, safe and comfortable, and someone needs to be accountable for the conditions of the building and the condo and the beach access and the lack of accessibility for people with disabilities
  
  Sincerely,
  
  ***** ****

  Customer Answer

  Date: 07/15/2025

  Thank you, ****** for the follow-up.  
  Yes, if possible I would like to reopen the complaint. 
  I feel like the issues that we had to deal with during our stay worsened my conditioned of a fractured foot. I personally and my husband cleaned up the condo ourselves before the housekeeper arrived. Because of the lack of transparency on their regarding the condo and the condition of the property, our vacation was ruined and my injury to foot was worse. 
  Also, there were no accommodations made for people with disabilities regarding comfort in condo or access to beach. 
  
  Thank you, 
  
  ***** Cook 
  

  
  

  

  Business Response

  Date: 07/16/2025

  Good Afternoon ,

  The remainder of your cleaning fee was refunded. No further compensation is approved for the past stay. We thank you for allowing us to work on this for you. 

  Customer Answer

  Date: 07/16/2025

  Hi ******, the business responded stating that they refunded me part of the cleaning fee. This is not true. No refund has been made. Please advise. Thank you.

  

  Business Response

  Date: 07/17/2025

  Hello *****. We refunded $92.41, which is half of the cleaning fee on 07/09/25, and then refunded $82.50, the remaining amount of the cleaning fee on 07/16/25. These refunds were processed to the Mastercard ending in 1382. The typical processing time for any refund is 5-10 business days, depending on your financial institution. We appreciate your patience and understanding. 
  
  

  Customer Answer

  Date: 07/17/2025

   
  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:07/08/2025

  Type:Sales and Advertising 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 just recently July 1st - 6th stayed with vacasa in ******************* and upon check in I had discovered the home was very dirty, it had Urine stains in the bed room carpet, the floors were so dirty you couldnt even walk on them with out shoes, there was blood stains on the extra pillow, prickers in the carpets, outside the home the grass was so high my children couldnt even play outside. After making the complaint it took someone from vacasa over 24 hours to respond they offered a house keeper to come but at that point since it had been over ********************************************************************************************* filth the person that called advised they would have a broom dropped off first thing in the morning on July 3rd and they never did that so the whole remainder of my trip I was not able to properly clean the floors since the vacuum they had in the closet was cordless and died and had no charger to charge it. They offered to refund the cleaning fee but considering the fact that there was blood on the pillow, grass was not maintained and prickers in the carpets that caused my daughter, my aunt and my self to bleed is not okay and I feel that just the cleaning fee being refunded is not enough.

  

  Business Response

  Date: 07/09/2025

  Thank you for bringing these concerns to our attention.
  
  We sincerely apologize for the condition of the property upon your arrival and the delay in responding to your request. This is certainly not the experience we strive to provide, and we understand the impact it had on your stay.
  
  In addition to the cleaning fee refund already issued, We approved an additional $200.00 refund to help address the delay in service and our response to the issues you encountered.
  
  We appreciate your feedback, and were committed to using it to improve our service and guest experience moving forward. If you have any further questions or need assistance, please dont hesitate to reach out.
  
  Sincerely,
  
  ******** *.

  Customer Answer

  Date: 07/09/2025

   
  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:07/07/2025

  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.

  I own property in ************, *******. I contacted Vacasa to evaluate potential income and requested their management services. I signed a contract with them.I met with Hope, the property manager, for a walk-through where she gave suggestions for improvements. I completed all updates she recommended. While I was still working at the propertybefore listings were activeHope showed up unannounced. The homes were still slightly in disarray due to prep work.Instead of discussing any concerns with me, she walked the property without saying a word. The next day, I contacted her to meet with the housekeeping manager and review next steps. No response. I followed up again, and she replied that I had been redirected to the onboarding manager.I then spoke with ***, who informed me that Hope had pulled the contract and Vacasa would no longer be working with me. This was after I signed the agreement. *** was informed incorrectly by Hope that I had done nothing to improve the homeseven though *** could clearly see I completed full renovations based on their recommendations and invested thousands of dollars.I requested to speak with Hopes supervisor, *****. I called, left a voicemail, and received no response. I also contacted Owner Success, who said my callback would be marked severe and urgent, but I have still heard ********** extremely displeased. I had everything ready to list the homes for Fourth of July weekend, one of the busiest times in ************. With both homes sleeping a total of 40 people, they could have helped accommodate many last-minute guests during a sold-out weekend.I need a solution. No one from Vacasa management will speak with me or return my calls.

  

  Business Response

  Date: 07/08/2025

  Thank you for bringing this to our attention.

  We understand your frustration and sincerely regret the inconvenience and lack of communication youve experienced.

  
  Please know that we are escalating this matter for further internal review. To assist us in addressing your concerns thoroughly, could you kindly provide the full property address in ************?
  Once we receive that information, we will ensure it is routed to the appropriate team for prompt follow-up.

  
  We appreciate your patience and the investment you've made in preparing your property, and were committed to reviewing the situation fully.

  Best regards,

  ******** *.

  
  

• Initial Complaint

  Date:07/06/2025

  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.

  Company knowingly knew they had bedbugs in units, still rented out. Customer took unknowingly bedbugs home to personal house with no remorse no compensation no accountability from company. They knowingly admitted negligence and still have yet to address our complaint.

  

  Business Response

  Date: 07/07/2025

  We appreciate you sharing this information with us. We apologize for any inconvenience you experienced. Were having some difficulties locating your reservation information. If you would please provide us with the reservation confirmation and the name associated with the reservation were happy to look into this further.
  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23562497
  
  I am rejecting this response because:
  You clearly know your company admitted to renting out a room that had bed bugs and knowingly caused harm to me and my family. 
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 07/09/2025

  Good Afternoon,

  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 as a full refund. We also see you issued a chargeback for the full amount as well. At this point in time no further compensation is approved as a full refund was issued. We thank you for your time.
  

• Initial Complaint

  Date:07/04/2025

  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.

  On June 28, 2025, we rented a apartment at the ******* in ******, **, managed by Vacasa, for what was supposed to be a joyful and unforgettable occasion: a marriage proposal. Unfortunately, what should have been a beautiful moment in a couples life was overshadowed by unfair charges and disrespectful treatment from Vacasa staff.We booked the property with the intention of using the apartment for a proposal setup and then wanted to capture some sunset pics at the rooftop pool area. This was not a commercial shoot, we did not have a dedicated space or exclusive use of the pool areajust a few celebratory photos during a private, once-in-a-lifetime event. Despite being registered guests with full access to the amenities, we were unexpectedly charged a fee for using the ******** make matters worse, Destiny, the assistant manager, approached us rudely and aggressively as we headed to the rooftop, making the couple feel unwelcome and embarrassed during what shouldve been a joyful moment. When I followed up with ******, the property manager, he gave vague and conflicting excuses, claiming we were charged because we had moved a lounge chair. Later, when our photographer requested a refund, ****** changed the story entirely and lied, saying the pool was not included in our rental, even though it clearly was.The whole situation felt exploitative and dishonest and honestly quick ick. It raises serious concerns that Vacasa may be nickel-and-diming guests to make up for falling rents or lost revenue in Austins cooling short-term rental market. Whatever the reason, taking advantage of guests during a milestone event like a proposal is unacceptable! The photographer gave in to Destiny's extortion for money because he did not want to risk missing the sunset photographs for the happy couple by bickering with the aggressive under manager. I want this money refunded since the full use of the pool was already included in my rental agreement.

  

  Business Response

  Date: 07/05/2025

  Hello *****, we are sorry to read about the issues you experienced while staying at a ******* home. After further investigation, it seems that the unit you stayed in is not a Vacasa managed home and the mentioned employee does not work for our company. We recommend that you reach out to the platform where you made the booking for assistance in locating the correct point of contact.
  

  Customer Answer

  Date: 07/07/2025

   
  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. I was given incorrect information that this business was the responsible party and am now closing the complaint and pursuing the appropriate party.
  
  Sincerely,
  
  **********

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a rental property in ********* ** from 2-5 July and upon arrival around 4:30pm on the 2nd discovered the property was not as advertised:-the property was beside a giant water tower not described in the description/photos -beach access means crossing a 4 lane highway -German roaches found throughout the kitchen -water damage throughout the main hallway not pictured or described in the listing -large damp stain on rug in the master bedroom not pictured or described in the listing We contacted vacasa repeatedly about this issue and were told due to the holiday they would only be able to relocate us for the 2-4th meaning we would have to drive 6hrs back home on the 4th of July. Their listing ad was very misleading, agents were not informed/helpful/empowered to resolve our issue and this ultimately ruined our holiday vacation for our family. Id like at least partial reimbursement for this multitude of issues and some sort of ramification to hold this company responsible for their actions.

  

  Business Response

  Date: 07/03/2025

  We appreciate you sharing these details with us. We apologize for any inconvenience you are experiencing. We have reached out to our local team for further information and to see if they are willing to provide compensation if you decide to stay in the property. I reached out to our ********************** about the move request, and they have not received a definite answer from you. You have 3 options, the first would be choosing to stay where you are. The second option is choosing a property to move to and cutting your trip short by a day and getting a refund of the price difference, or leaving today and getting a refund of the unused nights on the reservation. Please contact our Relocations team with an answer. We appreciate your patience while we wait for our local management team's response.
  
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23550883
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* Reed 
  Complaint: 23550883
  
  I am rejecting this response because: this does not address the option we need. We were forced to stay here from the 2-5 because we do not have anywhere else to go. Everywhere else is booked. We did request that this trip be heavily discounted due to the unclean property, roaches, the photos and location not having what was pictured, the property has water damage. 
  We drove 6 hours and took time off work to be here the 2-5 of July. They were not able to find a location that could accommodate the 2-5 of July. I should not be forced to cut my trip short for this companies lack of leadership and accountability. 
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 07/08/2025

  Hello, thank you for taking the time to reach out. Weve reviewed your reservation and the notes associated with your stay. Since we did not receive a confirmation and you checked out prior to the original checkout date, we are able to process a refund of $200, plus applicable taxes and fees. This refund should be reflected on your credit or debit card within 510 business days. If you have any questions or concerns, please dont hesitate to contact us.

  Customer Answer

  Date: 07/08/2025

   
  Complaint: 23550883
  
  I am rejecting this response because:

  The issues included:
  
  
  Dirty, stained bedding
  Presence of roaches
  Debris throughout the property (including damaged furniture)
  Sewage odor from a malfunctioning sewage line
  Inaccurate listing photos
  General lack of cleanliness
  
  
  
  
  Not only was the home unusable in many respects, but it also violated your own Vacasa Premium Clean standardswhich promise CDC-level disinfection, freshly laundered sheets and towels, and systematic cleaning of all surfaces prior to guest arrival  . The state of the property directly contravenes these guarantees.
  
  
  Your Vacation Rental Agreement states that homes will be guest-ready with linens freshly laundered, surfaces wiped, carpets vacuumed, trash emptied, and more (). That did not happen. Instead, I was met with:
  
  
  Dirty, presumably unwashed linens
  Active pest infestation
  Sewage smell suggesting serious maintenance neglect
  Damaged furniture and debrisevidence of failure to inspect or address issues
  
  
  
  
  Under Section G of your Rental Agreement, I as a guest am entitled to occupy a clean, safe, fully-functional rental. Vacasa has clearly failed to uphold these terms  . Moreover, the policies you outline do not limit compensation to a meager $200. In fact, failure to meet cleaning and maintenance standards, safety, and advertised accuracy are broad grounds for full or partial refundswell beyond token gestures.
  
  
  Given the extent of disruption, health risk, and emotional distress, a $200 credit is wholly insufficient. Im requesting a minimum refund of $1,000, which is more consistent with the inconvenience and substantial damages experienced.
  
  
  If you choose to argue that a cleaning fee or partial credit is adequate, please explain:
  
  
  How Vacasas inspection and cleaning process allowed ***** infestation, sewage smell, and stained bedding.
  How your policies for guest-ready conditions were followed or enforced before my arrival.
  The standard for acceptable condition tolerance and why $200 meets itespecially when the property was not merely below expectations, but unusable.
  
  
  
  
  If I dont receive a satisfactory response and refund totaling $1,000 within 14 days, Ill escalate this to:
  
  
  Filing a complaint with the Better Business Bureau and the ****************************
  Sharing documented photographs, video, and detailed narrative of the condition
  Posting an accurate but robust review to both Vacasa and third-party platforms
  If necessary, pursuing further action through arbitration (per Section N of the Rental Agreement) or small claims court
  
  
  
  
  I prefer to resolve this amicably and professionally. I hope Vacasa will honor the standards it sets for guests and issue a full compensation promptly.
  
  
  
  Sincerely,
  
  ******* ****

  

  Business Response

  Date: 07/10/2025

  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 situation again, and we understand that there were multiple issues at the unit. We tried our best to find alternate units for you to move to, but the options we presented would have cut your vacation in ********* short by one day, and you declined the move. We also gave you the option to check out with a full refund, but you declined that as well. The fact is that you chose to stay in the unit after we did our best to provide resolutions to you that would have made your vacation better. The request for $1000 refund has been denied. We did issue an additional refund of all of the fees plus applicable taxes, which comes to $212.15. The total refund we have given you is $442.15. We do not feel that the refund you asked for is fair or reasonable, and no further refunds will be considered.

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23550883
  
  I am rejecting this response because it still does not cover the full magnitude of the issue I have listed. I am again requesting a refund of the full amount and disputing the charge on my creidt card
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:07/02/2025

  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.

  Between Wednesday June 25 and Friday June 27, 2025, I made three bookings for the same dates for the same property in ******************, which was supposed to be a stay from June 30 to August 1.For the last two bookings, I also received confirmation that I had booked the property for the intended dates, complete with confirmation ******* all three cases however, Vacasa could not or did not, complete payment. This was not an issue with my credit card (I even used two different ones and spent time on the phone with both card companies), only to confirm both credit cards were in perfect working order and with more than plenty of room to make this ********** this process, all on the Vacasa official website did not work, I ultimately made a booking for exactly the same property, the same dates, through ******* which went smoothly, and again I received confirmation, this time through ****** that my booking was successful and payment had been made. This was about $250 more expensive than on the Vacasa website, but now at least I had the booking...Or so I thought... A couple of hours later, on the ****** platform, I received below message:-------------------------------------------------------------------------------------Hello ******,Due to fraudulent information, we will no longer be able to host you in our home. We will be canceling this reservation and the one made through Vacasa.Please reach out to us and let us know if you have any other questions or *************,******* *.-----------------------------------------------------------------------So, I'm being accused by this ******* *. of having provided "fraudulent information" and despite requests from my side to Vacasa on the ****** messaging platform, no further clarification was provided and I was left basically homeless and deeply offended, as I haven't at any time provided fraudulent information.This Vacasa behavior is totally unacceptable, which is why I'm filing this complaint.

  

  Business Response

  Date: 07/03/2025

  After reviewing your reservations, weve decided to keep the block in place. We recommend seeking another rental management company to accommodate your vacation needs.
  
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23550693
  
  I am rejecting this response because:

  - Vacasa apparently stands by their totally unfounded accusations;

  - Accusing me of having provided fraudulent information, which is blatantly incorrect, and unacceptable; defamation of character and libel.

  I've tried to reach an amicable settlement, for which this process through BBB is evidence, but clearly that's not going to happen and that offer is hereby off the table.

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

  

  Business Response

  Date: 07/07/2025

  After further review, we have lifted the block on your account. Please note that our properties are intended for temporary and short-term stays only and may not be used as a permanent residence.
  We appreciate your understanding and welcome you to book with us again in the future.
  
  

  Customer Answer

  Date: 07/07/2025

   
  Complaint: 23550693
  
  I am rejecting this response because:
  

  This is in no way anything even close to a solution.

  I offered a settlement, which was rejected and now I'm taking necessary legal steps to fight this in court.

  It is, and I say this again, in no way whatsoever acceptable to accuse me of fraud!!!! And to do so even on a platform as ****** that I use very regularly.

  This to me is show of a despicable business and if the court agrees, we'll be able to reach a solution there that's satisfactory.

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

• Initial Complaint

  Date:07/02/2025

  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.

  Rental through vacasa at *******************************************************************************************. June 7 to 14, 2025. Bedspread appeared to have body fluids. Smoke detector activated 1 night and staff advised me to disconnect all smoke detectors. They came and replaced batteries. 2 nights later they went off again and security disconnected all detectors. Spent 1 night on 6th floor with 80 yr old women who had both already fallen. Outdoor stairway smelled like urine. Indoor pool smelled like urine and mold. Vacasa and fire marshal have been notified

  

  Business Response

  Date: 07/02/2025

  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.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked an apartment for June 20 to June 23 and first thing when we got there the apartment smelled like an odor like a mildew odor. It just was strange OK I call. I went down to the desk and I let them know that the room smellthat way there was like You need to contact who you booked it from so I said OK so the first night we stayed there was OK. The second night that we stayed above us was so ungodly we could not sleep. We were waking up in the middle of the night with the alarm Fire alarm going off so bad we thought we had to evacuate. No we looked outside. Nobody was moving we couldnt smell anything. We dont smoke or anything that so we had to manually turn it off because we couldnt get no one to answer at the emergency line that was on the refrigerator. OK also I got up to go to the restroom. The lights flickered right before that and there was no power in either bedroom ourlast two nights OK so again tried to call Vicasa. No one would answer. I stayed on the phone for 45 minutes. No one would answer. Im havingthat same problem now with emailing them getting them on the phone. its always we have forwarded it to our team. We will contact you with update. It has been almost 2 weeks. I have not heard anything, but we are reviewing and we will update. OK so I left two brand new swimsuits and my granddaughter left a Victorias Secret makeup bag full of makeup, those items were definitely left in the room. They were not located so somebody had to steal them. Somebody had to take them themselves either the cleanup people or whatever I called immediately to ******** they send me an email and tell me. The occupants had already gotten in the room. I was like we havent even left the room hasnt even been cleaned up, but thats what they told me, I want complete refund

  

  Business Response

  Date: 07/02/2025

  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: 07/03/2025

   
  Complaint: 23546731
  
  I am rejecting this response because:
  This has been going on now for two weeks , no one has reached out to first, all communication has been me reaching out, my items that were taken were left in the room, no one should be without power on a summer day in *******, no one should experience the lack of concern when taking small children to the beach,very disappointed 
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 07/03/2025

  As of Thursday, July 3rd, 2025, this issue has been resolved with the guest with a refund of all the fees that will be processed today.

• Initial Complaint

  Date:06/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Confirmation number: DBXMS6KD Booking date check in June 2 check out June 7. On June 2nd at 9:21 PM upon arrival we replied to a text asking how clean was the home and to make sure it meet out expectation. Our reply was as follows: "Thank you the house is clean! The only issues that aren't really issues but I don't know if the previous guest mentioned: there's a dining chair with a loose leg, visual issues with the living room TV. The water filter in fridge lights up red outside because it needs changing. The light in the frozen room doesn't turn on ." They said if we "would you like us to send someone to check those on your stay?" where I replied yes. They said "A request has already been sent to our local team. Once an update is available, someone will reach out to you". No one came. Since then I have called and text multiple times requesting a partial refund for negligence as the reason we picked this property over others in the same area was because of the froze room being its my daughters favorite movie and the ceiling light didn't work. Also visual issues with the tv in the living room were stated over the phone. Dates requested: June 07th 11:28 AM, follow up June 8 at 9:44pm continued June 9th 10:06 AM, June 10th 4:02pm, June 30th 9:10pm to name a few. On top of those multiple phone calls requesting partial refund and putting in new requests for refunds. We have always used solely Vacasa, but the negligence from the local team to come and reach out, and the negligence on behalf of Vacasa to follow up on the issues noted in our stay has drastically changed our trust with them for future vacation rentals. Because it has now been over 3 weeks with no partial refund I am requesting a full refund for the issues during o9ur stay, negligence on behalf of Vacasa and local team, and their failure to respond.

  

  Business Response

  Date: 07/01/2025

  Thank you for taking the time to share your concerns with us. While we do understand that the issues you reported would cause minor inconveniences to you, we will not be able to issue a full refund. We will offer to compensate you half of the cleaning fee, which is $95 + any applicable taxes and fees associated with that $95. You can contact us directly at ************** with any other questions or concerns you may have.