Vacasa

BEDBUGS. I stayed at "Danish Forest Retreat" in Carnelian Bay, Unit 22. I rented directly through Vacasa's website. First offense. The listing did NOT indicate there was ongoing construction occurring on all outdoor walkways to the condo - you would have to walk through mud to get to the front door. Next, because of construction, the hot tubs were closed, which was a major point for us choosing this location over others for our vacation. Worst of all, I woke up after the first night with 17 bug bites. I believe they are bedbug bites because bedbugs characteristically bite in lines. Google it. Fleas, mosquitos, and ants do not do this. I would attach the photos to the Vacasa listing as well to warn would-be renters but of course Vacasa doesn't let me. Hopefully people will Google "Vacasa reviews" and see them here. Of course my guests and I were terrified of bringing home bedbugs with us, so we all had to strip in the garage and put everything immediately into a hot washer and extra long hot drying cycle. The bedbug bites are one thing - the psychological aspect, the fear of infecting your own home, is much worse. Vacasa refuses to acknowledge it even after seeing my photos. They stated they were unable to find bedbugs. I guess my bites that overnight and in the pattern of bedbugs just came out of nowhere 🤷🏻‍♀️ I attempted to work with Vacasa to settle this issue, and I was offered a measly 10% discount. Save your skin (literally). Actually enjoy your vacation. Don't rent vacasa.

We stayed at an Airbnb in Lake Tahoe where this company managed many of the units. They didn't manage ours however they were the on-site staff and we found them very helpful. Michael was one of the ones we saw and spoke with mostly and each and every time he went above and beyond to help us, answer any questions and was just overall very friendly. I even sent a message to the owner of our unit to express how pleased we were with their service. Some of the units actually overlook the lake. I'm actually shocked to see the low ratings on here are but maybe that's in regard to other communities. We plan to come back and stay at the Lakeland Village again which has a lot to do with the outstanding customer service he provided. If you're planning to go to South Lake Tahoe, I definitely recommend you look at this little community and talk with Michael while you're there.

There were multiple issues with the house called Summer Chalet in Soda Springs that was mentioned from a recent review about the kitchen refrigerator not functioning properly, the toilet in the bottom floor was not levelled and leaked after each flush, and the guard rails on the third floor were loose. The host did not mention any of those issues prior to our arrival. We called Vacasa about the refrigerator upon our arrival since it was blocked off and they could only tell us there was a work order for it but no other updates. Also, we asked about the toilet in the bottom floor and there was no work order placed for it. Well, that night, the toilet leaked water and continues to rock back and forth. We had several young kids in our party and the family staying in the bottom room did not feel comfortable letting their kids use it since the kids may slip off the toilet. Vacasa did send somebody over but it took 2 days before they could fix the leak and level the toilet. The refrigerator was never fixed during our stay. We also had the bottom floor room flood with water during our stay, which was likely due to the large amount of rain and snow during our stay. We contacted Vacasa concerned if the house was safe to stay in and they said they would call me back in regards to our situation. Nobody called us back that same day but I assumed if you have a flood in your house, you should at least give us instructions on what we should do. Vacasa did call us back the next day but by that time half our party left 2 nights early due to the poor conditions of the house and rest of guests left the day before the end of our trip. Other less major issues are the loose hand rail on the third floor and the garbage disposal was leaking in the kitchen. Also, the hot tub only worked on the last day of our stay but they did send out to get it repaired during our stay. We understand there are problems with homes and would have been happy if the host was fully transparent in the house conditions from the beginning and being more responsive with our concerns especially with the broken refrigerator, bottom floor being flooded, and the toilet leak. Due to the many issues, we do not recommend staying at this place until all the issues are addressed We requested Vacasa for a refund for our stay and the lady helping me said she would put in the request. 9 days later, we called Vacasa back today since we have not heard back and there was no record of our request for a refund. We are still waiting for a response from Vacasa…..

Dealing with Vacasa in South Lake Tahoe is always a HORRIBLE experience. If you can avoid renting from them, do. They are too lazy to allow ANY early check ins- even if your unit has been vacant and clean for days. They do this because they would have to track when a room is clean and have the parking pass in the room. The local tahoe staff are too mindless to be able to figure out a way to allow early check ins and put the guest 1st. All they’d have to do is have parking passes for clean rooms at the front desk instead of sending someone to all of the rooms at 3pm.

Booked a house with a group for March 6-11. A few weeks out, Vacasa informed us the the house was no longer available as the owners had decided they were going to use it during that time. So we worked with vacasa to switch into a different property. 6 days prior to our trip, we were again told that we would not be able to stay in the house that we had recently switched to, and we’re given the options of either having to pay for a more expensive property in order to keep our group together, or switching into two separate houses and paying less. We chose to split up, and get some $ back. Upon arriving, one of the houses had no electricity and Wi-Fi, which ended up taking two days and many phone calls to sort out. All in, it was a very disappointing experience. We were also unable to receive any sort of compensation/partial refund for the property with no electricity for the first two days. Also, one of the homes had instructions on how to turn off the bear wire guarding the property. After following the instructions, the first person to touch the wire in attempt to enter the house was still electrocuted.

The customer service is just the worst. Always an excuse, always ghosting us. They don't seem to understand or read our requests most of the time. We left and went with Evolve instead. After reading reviews from guests the Vacasa people don't seem to help our guests much. They have to call a 800 number. The prices are too high for our guests and they take it out on our house. Meanwhile Vacasa takes 30% of all bookings. But they don't provide 30% worth of value to us. The home inspectors are there for about 2 minutes and do not check for damages. We had rug stains and broken cabinets that they failed to notice. At every step of the way Vacasa was so frustrating.

Terrible experience. We rented a house for 9 of our family members. They told us the hot tub was broken at 4pm Thursday, the day before our rental started (Friday), and offered us a discount. When we called to accept the discount they cancelled our rental entirely. Highly recommend never to use this company.

HORRIBLE AND FRAUD VACASA . STAY AWAY FROM THEM. We had a booking for 6/21/2024 to 6/24/2024 . After 12 hours of drive , when entered the apartment it was smelling weird The carpet was very old , stained and ripped. Apartment had dated and broken furniture pieces. The listing pictures and the actual apartment we got were not the same. The listing pictures on VRBO had nice new carpet, upgraded kitchen and furniture . Whereas the actual.apartment was totally different. NO Air Conditioning at all anywhere in the apartment and this was not mentioned at booking. Horrible and pathetic customer care service when we reported the issue. Not even worth a SINGLE STAR STAY AWAY FROM VACASA THEY ARE HORRIBLE !

I recently booked a 3-night stay with Vacasa for a special occasion--my 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 amenities--especially the sauna, hot tub, and BBQ--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 BBQ was broken and lying on the ground in pieces The pool room was dirty The hot tub had visible dirt and buildup inside No TV 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 couldn't 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 BBQ are listed around $1,000. Vacasa offered a $150 refund--without explaining how they came up with that number--and 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.

First-class company. Great communication. Personnel always available from check-in to check-out. Most beautiful properties in South Lake Tahoe.

I booked a condo in Zephyr Cove for myself, my other half, and 6 of my relatives, for Feb 14th to Feb 17th. When my sister and I arrived to this condo, it was 11pm and it was dark out and we could not find the condo as it sits back off the access road quite a bit. The address is NOT visible from the access road and the parking spots for the condo are marked with tiny dark numbers which are completely invisible at night. We drove around and around looking several times for these spots. We only found the spots by chance, after got out on foot. This was the first issue. When we finally parked, we could not figure out how to get to the front door of the condo because the ENTIRE WALKWAY AND YARD WERE COVERED IN A FOOT OF SNOW. No exaggeration. We arrived on Feb 14th at night time. There had just been a huge storm on the 13th. When we drove up, we spent about 7 hours stuck on Highway 50 (no exaggeration), which made our drive about an 11 hour drive from the Bay Area. We left at noon and we arrived about 11pm. The HOA nor the homeowner bothered to send anyone to clear a pathway for their guests, so that we could get from the car to the door, which I estimate was about 40 yards apart. So here we are traipsing through a foot of snow, at 11pm at night, no real idea where we are going, its pitch black out as there are no lights on the outer part of the building. The first door we came to, turned out to be the neighbors but we thought it was ours. Luckily nobody was home to hear us trying to get into their front door at 11 o'clock at night. Once we get to our condo, there are two flights of stairs to go up, entirely covered in a foot of snow. We still have luggage, groceries and our dinner to carry in. We were forced to go back and forth to the car about 4 times. And let me just say this, YES we realize it is Tahoe in February and it just snowed the day before but should having a clear walkway and clear flights of stairs be the responsibility of the GUESTS? I don't think so. Once we get in the door, there are no rugs or mats for wiping feet, so the floors got snowy, dirty and wet and we had to waste clean towels for the floors. Once we get our luggage, our dinner and our groceries inside its already 11:30pm-11:45pm. We try to eat our dinner but even that gets hindered because most of the silverware had been put back in the drawers with food stuck on them from prior guests. Not to mention the coffee mugs still had coffee stuck to the sides and were placed back in the cabinets like this. We were forced to do a load of dishes as soon as we arrived. The microwave door has a mechanism that prevents the door from closing. If you're not aware of it, you will think it is broken. So we could not warm up our food. We tried to warm it in the oven which just took forever so we ate cold pizza. Not a great way to start a Valentines/Birthday/Presidents Day/Tahoe weekend. :) The next morning I notify VACASA support about the issues we encountered, as the rest of our family is arriving that day--some of them senior in age--and we will need a clear path. There is not even a simple shovel at the house. I waited several hours to hear back from VACASA about helping us with the snow. Eventually I was forced to go into town and buy a shovel and then come back and spend the next hour-and-a-half shoveling the snow myself, which a guest should never have to do. I also bought rugs and mats for the house. VACASA got back to me after 1pm to let me know somebody will be by later to shovel but by that point its too late. We already cleared the snow. They are still sending someone to look at the microwave. I ask the guy (Moises) when he arrives if he could just maybe clean up the stairs and parking spots a little bit more-- we shoveled pretty minimally--but he refuses. The day of check out, VACASA says they will refund me for the shovel. I texted my receipt to the office manager but that was Feb 17th, 2025 and still no refund. We also forgot some kitchen appliances at the condo, and in one of the automated emails from VACASA the email says "Vacasa can return forgotten items, but you will be responsible for shipping costs." so I asked the office manager for the items to be returned INSTEAD of having our refund for the shovel, but again, that was Feb 17th, and still no response on that.

I'm not surprised by all the bad reviews for Vacasa. Their customer service and response time are terrible, and they don't value customer feedback--relying solely on whatever their on-site team says without verifying accuracy. I recently stayed in a unit at Lakeland Village in south lake tahoe that had multiple issues. ( unit wasn't cleaned properly, broken doors and appliances) Despite sending several emails, nothing was done, and I was simply brushed off. If you see a unit managed by this property company, DO NOT BOOK IT!

Worse rental company to deal with, they were extremely rude and unhelpful wasted 4 hours of my morning getting the run around.The rental we booked was 151 Palisades and falsely advertised and was under construction with the construction working using our patio for access to replace the roof of our unit and throwing trash off roof and landing on our patio. I was told by the area manager that it is not our problem and to take it up with the HOA. Will never use this rental place again. And will let everyone know never to use vacasa. It would be zero stars but It makes me choose a star Edit: after spending most of the day speaking to different managers, they made it right by moving us to a different location.

BEDBUGS. I stayed at "Danish Forest Retreat" in Carnelian Bay, Unit 22. I rented directly through Vacasa's website. First offense. The listing did NOT indicate there was ongoing construction occurring on all outdoor walkways to the condo - you would have to walk through mud to get to the front door. Next, because of construction, the hot tubs were closed, which was a major point for us choosing this location over others for our vacation. Worst of all, I woke up after the first night with 17 bug bites. I believe they are bedbug bites because bedbugs characteristically bite in lines. Google it. Fleas, mosquitos, and ants do not do this. I would attach the photos to the Vacasa listing as well to warn would-be renters but of course Vacasa doesn't let me. Hopefully people will Google "Vacasa reviews" and see them here. Of course my guests and I were terrified of bringing home bedbugs with us, so we all had to strip in the garage and put everything immediately into a hot washer and extra long hot drying cycle. The bedbug bites are one thing - the psychological aspect, the fear of infecting your own home, is much worse. Vacasa refuses to acknowledge it even after seeing my photos. They stated they were unable to find bedbugs. I guess my bites that overnight and in the pattern of bedbugs just came out of nowhere ‍ I attempted to work with Vacasa to settle this issue, and I was offered a measly 10% discount. Save your skin (literally). Actually enjoy your vacation. Don't rent vacasa.

I wrote a previous review of my horrible experience with Vacasa here. The house had mice and bugs, blood stains on bedding, dirty dishes in cupboards , falsely advertised that they had a hot tub then tried to gaslight me and say there was never a hot tub at this house until I screenshot photos and video of the hot tub on their site and sent it to them, and even after that customer service was horrible, mean, condescending, and unwilling to make it right, AND NOW they wont post my review for the house! Probably because it was not a good review but people deserve to know. So if you are looking at staying at "Skyline Manor in South Lake Tahoe" DONT DO IT!!! If they wont post my review on their site then I will just post to any other site/social media including here again.

Poor customer service. My rental had broken fixtures, counters, multiple screens ripped or missing, broken drawers, doors that wouldn't close, broken gate, supplies missing, filthy air duct return, the list goes on. Be very careful and do not expect much. I was told it was "liveable".

WORST PLACE EVER FOR VACATION RENTALS I booked a room from 6/21/2024 to 6/24/2024. After driving for 12 hours when we entered the room had a weird smell. There was no Air-condition in the bedroom. The living room Air-condition was also not working. Apartment had dated furniture and ripped and old carpet. The customer support team was pathetic and uncooperative . We asked for a full refund or an alternate accomodations neither of it was agreed to. Not even worth 1 star HORRIBLE VACASA STAY AWAY !!

Vacasa canceled on our reservation day-of, only three hours in advance of the check-in time. We were 10 guests, already in Tahoe, and having incurred expenses for air travel, car rental, lift tickets, etc. Customer support was neither empathetic nor understanding of the situation. This was during an "atmospheric river" weather event, and vacasa claimed a weather policy as reason for the cancellation. However, when we contacted them two days in advance about the predicted weather emergency, they refused to cancel or reschedule our reservation.

1. Wet sheets on all beds 2. Dirty blankets (blood stains on one) 3. Food left in fridge 4. Broken dishwasher 5. No dish soap to wash dishes 6. Dishes were dirty 7. Wi-Fi spotty at best 8. Wet towels in dryer 9. No pot holders 10, dirty ceiling air vents Property is in Homewood. Vacasa only comments they would bring more toilet paper and remake beds. We want a total refund ! This place is unliveable!! .

Overall property was good, well maintained and well furnished. My issue was dirty beds (body hair in 2 of the 3 twin beds). When I reached out to the vacasa property manager with my concerns they told me they would "get back to me about it." I have still failed to have any response. I contacted vacasa on 3/5/23, today is 3/10/23. I would expect a portion of my $250.00 cleaning fee to be returned. As of yet, still no response... Date of arrival - March 4, 2023

I am booked to rent a place in South Lake Tahoe on February 3rd to 5th. The national weather service has an issued an alert to not drive on the roads due to a blizzard that is coming to the area. The roads will not be open to drive to the rental home. Vacasa refuses to either move my dates to any dates of their choosing or to cancel in spite of these dangerous conditions. They should be ashamed of how they conduct their business and the lack of willingness to work with me on an alternative solution. Update: Vacasa will tell you they care about your safety when they clearly do not. Their justification is there are also other folks who do not care about your safety. (See below)

Our stay with Vacasa was booked through airbnb. I want to preface this review by mentioning that I frequently use airbnb and have loved all of the stay experiences I've had previously. Most important to note is that I had to ask for the access code more than 7 hours after check-in time. Even then, it took 45 minutes before the representative of Vacasa gave me a code that didn't work. Then there was an additional 25 minute wait before anyone picked up the "24/7" line to help me get in. The second code they provided was still wrong and we ended up using the lockbox key. The walls of the rental space were paper thin as well and we woke up to the sound of a screeching child two mornings in a row, and could clearly hear the neighbors speaking as if they were just behind our door. The listing for this space also advertises a "well-equipped kitchen", but I'd really beg to differ when there wasn't any sponges to wash the dishes, not even salt/pepper or oil, no saran wrap or foil, no hand soap, and the bedroom window wasn't functional. Don't use Vacasa. Also, Airbnb needs to have restrictions on allowing third party companies to host on their platform. There was already logistical issues with booking this stay, as I was lucky enough to get an email confirmation about moving the dates to have as proof. I had to reconfirm the moved dates because it wasn't updated on airbnb, and one of the dates I changed my reservation to was still available for double booking. Yikes...

Many issues, major fire hazards. Home wasn't clean at all. Slept on the couch because of how dirty the beds were. They only gave me $131 refund. The cleaning fee was $240. This company is horrible and doesn't care. They won't move us or give a full refund. This home is dangerous and disgusting.

We used Vacasa for about 3 months in which we had multiple issues including thefts by employees and fired them in March 2022. About a week before Memorial Day weekend we got an email from them saying they had booked our house for the holiday weekend. We immediately called the regional manager, whom we had a relationship with due to all the prior issues, who said he would take care of it. A few days after the holiday weekend, our new manager called stating her keys to our house were not working. I went up to our cabin in Arnold, Ca and found my keys didn't work anymore either. Turns out the local Vacasa employee had our locks changed without our permission and without notifying us! Realize this is 3 months AFTER we fired them. DO NOT HIRE VACASA!

BEWARE!!!! DO NOT RENT THROUGH VACASA. TERRIBLE PROPERTIES AND COMPANY TO DEAL WITH IF ANYTHING SHOULD GO WRONG. Our stay was horrible from beginning to end and I would not suggest anyone rent a condo through vacasa. We rented 8 months in advance of our stay as it was our daughter's break and we wanted a nice vacation. It was also the World Cup and we knew accommodations would sell out quickly. On our arrival date we followed the instructions to get a key from the lockbox but there wasn't a key inside. It took 4+ hours and several phone calls with very rude and unprofessional vacasa representatives to get a key. Upon finally entering the unit, we found a long list of unacceptable conditions for our week-long stay. The toilet seat was cracked and cut our young children's legs, the toilet leaked water all over the bathroom floor everytime we flushed, the bathroom sink leaks underneath the cabinet into a bowl that someone put there and mold was growing all over the inside of the cabinet, the tv didn't work and the unit was never cleaned. There were dirty dishes put away, the bedding had disgusting stains that looked like blood or feces, there were beer bottles on the patio. Most of the kitchen items were broken. We have spent weeks discussing the poor conditions of this rental and the need for some type of refund given the condition and difficulties. Vacasa has been difficult and rude and in turn only offered us a $125 credit for cleaning. We paid a lot of money for this horrible experience. I later learned from reading reviews that many of the same conditions were reported weeks before but not fixed. We are pursuing Vrbo to remove vacasa as a property manager and I would run as fast as you can from this unit and vacasa. Date of arrival - February 19, 2023

We booked a place in Incline Village, NV on 4/23 for a stay on May 10 - 17, 2020 on Vacasa. Booking was accepted :-/ ! We live in Reno and had planned to drive. They (Vacasa) just emailed me this morning, 4/30 and said our reservation was cancelled due to COVID-19 - email from them said 'In an effort to contain and limit the transmission of COVID-19, it has been ordered by the local government that all short-term lodging providers in Incline Village cease operations.' And just to be clear, current COVID-19 regs have not changed in Nevada. They said that I would get a Future Vacasa stay credit. Wait - I didn't cancel, you did - then I should get a CC refund, not a future credit, right? Again, current COVID-19 regs in our state have not changed, if there were issues they shouldn't have accepted my reservation in the first place, should they not have refunded to my CC if THEY are cancelling? Their response today: Hello Kim! We have looked into your reservation and because trip protection was not purchased on your reservation we will not be able to offer a full refund for your trip. We are making an exception to our usual cancelation policy by offering future credit. We understand how disappointing it is that your trip is being affected by this pandemic. We would like to extend a 110% future stay credit for you to use in the next 15 months, giving you more money to use than you originally paid. This now gives you $1350.39 to use in a future stay. Please let us know if you have any more questions! My response: Wait, what?!?! Truly tell me how this is logical? I booked and we were looking forward to driving from Reno to Incline Village, NV for a week, so no, I didn't get trip protection because we were 100% planning to go - please let me remind you that YOU CANCELLED, not me. Again, if there was an issue initially why the hell did you accept the reservation. This is ludicrous and totally taking advantage of the COVID-19 situation. SHAME ON YOU!!!!

UDATE: Since the posting of my initial review, Vacasa has decided to allow the change. It is my opinion that it is very unfortunate that it had to get to this. Given the circumstances, this was a request that should've been approved immediately. Also, Vacasa should revise their rental agreements to include verbiage specific to the handling of date change requests so there is no confusion. Most people would not consider a date change to be the same as a trip cancellation. VACASA DOES NOT CARE ABOUT THE HEALTH & SAFETY OF THEIR RENTERS, STAFF OR PROPERTY OWNERS!!! This review is in regards to the handling of an upcoming reservation I made through VRBO for a property managed by Vacasa. The reservation is for a stay from March 10th-13th. On March 2nd, my significant other and one of the members of my travel group tested positive for Covid. I submitted a date change request, explaining the circumstances, the same day. I requested to change the dates to a weekend 3 weeks later. The property is available for the requested weekend, and the rental price is the same. No response. The following day, I emailed Vacasa directly. No response. March 4th, I called Vacasa customer service. I spoke to 3 different reps with Vacasa and was given 3 different reasons why my change request could not be approved. 1st reason was because it was less than 7 days until check-in, even though the initial request was submitted on the 2nd, verified by VRBO. 2nd reason was because of the "30Day Cancellation, No Show Policy" even though I'm not trying to cancel the trip or get a refund. 3rd reason was because VRBO's policy says it is not allowed, even though it was on the VRBO site that I was encouraged to and given the option to submit the date change request. On my 4th call, I requested to speak to a manager. My information was taken, and I was told I'd get a return call from a manager the same day. Nope. Didn't happen. Owners and renters beware. Vacasa is refusing to allow us to change our travel dates. There is absolutely nothing in the rental agreement that addresses date changes or gives any indication that there are any restrictions on it. The purchase of travel insurance would have been a waste because the purpose of it is to cover trip cancellations or trip interruptions, which this is not. Vacasa is basically telling us that either we go through with our travel plans or lose the $3000 paid. So I hope this is not your property or that you're not planning on staying at the this property after us because they are knowingly requiring a group w/a confirmed COVID positive person & a possible infected person keep their travel dates rather than simply changing them citing reasons that are all invalid and based on their other reviews they do not clean the rentals properly between guest stays.

Vacasa is a terrible company that deserves to be bankrupted. Our rental house had a leak in it for 4 days and they did absolutely nothing about it. We followed up many times for help but never received any help. We then contacted them afterwards about getting a refund, they gave me $147 dollars (out of $4400) and then publicly posted that they had given me a refund so I should be fine! Wow, what a terrible, dishonest company. I will never rent from a Vacasa again.

For a Mammoth, California rental through Airb in Vacasa representing/managing for the owner - this is a posting on behalf of one of us guests who stayed at the condo managed by Vacasa. "The condo was roomy and the location was very convenient. There was only one key to the entire condo. With a group of 8 people, one key is an inconvenience. Garage door opener was missing. We had to figure out how to manually open the garage door late at night. The key to the ski locker at Canyon Lodge was missing. Hot tub was luke warm and would not heat up. We called Vacasa on Saturday to inquire about the missing items. We were told we would get a call back, but we never did." Also, they charged $25 (plus the post office shipping costs - this part makes sense) to mail back items left at the condo. That is American business, for ya. . . not a kind/customer-service/we want "repeat business" act.. Is that industry standard? I know as a host I would never charge a guest to mail back items; yes I would ask for reimbursement for post office shipping but not a money-making endeavor. Is it that Vacasa wants to justify their time sending an employee going to the post office - so that's an estimated 20-minute (?) post office endeavor for $25 or equivalent to making an extra $75 an hour. It's smart business on their part and I guess time is money. (ahh cliche). Their condo entry instructions seemed thorough to cover the bases, so appreciate that organization. However, I don't appreciate how Vacasa auto-added my email address to their marketing to buy or have them represent your rental property. Very tacky. (email provided per reservation instructions to receive the lockbox code.) Photos for your reference, listing labeled: "Spacious condo with shared hot tub sauna and seasonal pool." [photo credit from the listing]

I rented a townhouse in South Lake Tahoe with Vacasa three months in advance for a ski vacation with a few friends. Vacasa cancelled the reservation with less than two weeks to go before our stay began. I called them to find out how to get my prepaid $5,000 back, and they said it would take 7-10 days. So I booked another unit and spent another $5,000. After 12 days I still had not received a refund. I messaged Vacasa via email and they did not respond. I disputed the charge with Amex and they credited my account. I do not recommend booking anything with Vacasa.

horrible customer service. In the middle of a blizzard, they tried to tell us that the unit was not affected by the weather. the access roads were closed, but they claimed that there was nothing they could do and no way to challenge the claim that the unit was not affected. I tried to escalate the call and they spent at least 10-15 minutes trying to make excuses as to why it is pointless to talk to a supervisor. Then I was told that there weren't any available. Overall, I spent an hour and a half on the phone explaining that a blizzard resulting in closed roads surrounding the unit did, in fact, affect the unit. No resolution. Will never use again and I'd advise others to steer clear.

You had one chance at a great first impression on arrival and you blew it. Your office was suppose to be open until 11pm so we could receive the keys to the vrbo in person and all we arrived to at 10:45pm were locked doors and lights out. Tip: the office is located towards the back of the shopping strip (the lady at the gas station wants a commission for everyone she redirects to you). That being said, the phone number provided did have someone who talked us through self check in with a keylock box on site of the vrbo. And luckily the vrbo was close to the office. The vrbo has off street parking, was quaint, clean and well decorated. The 2 bedroom, 1 bathroom with full washer/dryer suited our ladies reunion from traveling from several different states very well. There were linens including already clean bedding and towels. The grocery store was close by as well when we wanted to cook at home some nights. Def worth checking out!

While I'm personally horrified to read previous reviews for the the Moosehead Lodge (concerning rodent issues), I have to say that our visit back in December was a very pleasant one. I have to agree with some of the other reviews about the light switches being in odd places (especially in the master bedroom), and bathrooms being older and in need of some attention/remodeling. My main complaints were the cabin is very unevenly heated (to the point that only the family room & kitchen are warm; everywhere else was freezing) and the shower pressure is terrible (barely any water coming out). They do provide you with lots of extra bedding in the other rooms and portable heaters. I suspect others may have complained about being cold. We found the kitchen to be very well organized and the KitchenAid dishwasher was particularly awesome (a beast in getting heavily soiled grease off pans!). Cooking was a pleasure because everything was in its rightful place; it's like our every need was anticipated. However, they don't have any oils/butters or much seasoning so you will need to bring that with you. Didn't get a chance to try out the hot tub but definitely will on our next stay. This cabin is closely located to Heavenly Ski Resort which was convenient. Definitely recommend.

We went to Tahoe via vacasa directly instead of Airbnb and I have to say that everything went very smoothly! We were given key code to enter ans everything was set up as expected with lots of extra towels etc. I'm always nervous staying close to trees( spiders yikes) but the cabin was very clean and no insect sighting which is a huge plus for me. 1 star down because we were a fam of 4 and stayed for a week and were not given enough toilet paper and paper towels. No biggie since the location was great and a quick rite aid stop was all it took. We will be booking vacasa in the next Tahoe trip

Absolutely horrible customer service Absolutely horrible customer service. They don't answer the phone, their "contact" phone numbers lead to voicemail boxes that are perpetually full. They don't enforce any rules. Property is damaged, neighbors are upset. Really an awful company.

Hi Molly , I realize now that they used your name. Thank you for your response, but please know that there is no way for us to direct message you or management using our confirmation number or any information that we have since your agent here has blocked our link. I really don't see why we should be blocked from our rights. Also I would like to add how dirty this cabin was. No direction on where the keys were or instructions were provided in terms of parking rules . There was a baby bottle in our bed. The cabin was super dirty and falling a part . The garbage disposal was not working and it was leaking underneath. When we told the lady ( so called Molly ) she said " oh really ? I will send someone to fix it and she came back in 2 hours to kick us out . This review is for rental address on 847 clement street, South Lake Tahoe. As I am writing this review, we have been evicted by this incompetent agency. I have never felt racism to this extreme. We felt harassed by the neighbor on our left side, who kept calling the cops on us over and over again, for the stupidest of things. He called the cops because he thought we had food in the empty bins out on the deck, which he claimed were attracting the bears. He then came out and started shouting at us and he used the term "you people". I felt fearful for my life and bitter at the obvious racism in his tone. The agent from Vacasa didn't even take the time to listen to our concerns, and blindly sided with the neighbor. She gave us 15 minutes to pack. When I told her she is being unreasonable she said "I don't care , I want you guys out." I asked her politely if I can have her name and she looked at me and said "you don't need my name, I am on the phone with the general manager." To my surprise she asked him, do you want your name to be given he said "no, but tell them your name is Molly". They both started to laugh. I told her I can hear him and there is no reason to be rude. Every thanksgiving we rent a cabin in Tahoe but this year has left a bad taste in our mouth. I felt belittled and fearful for my life. We are professionals, well educated and rational people. Tonight was a big disappointment. Do yourself a favor and don't rent from this agency. Find a rental agency who has great customer satisfaction where they focus on their customers wellbeing and protecting their rights . I will never forget tonight .

Very dirty cabin in Carnelian Bay. Filthy rugs and nasty smelling pillows and bedding. Opened Kotex wrapper found in bedroom. ?? Spiders and old dusty webs found everywhere. Musty, wet smell throughout. They refused to refund super inflated outrageous "sterilized Covid" cleaning fee. We won't use them again.

The vacasa vacation rental company wasn't willing to replenish any coffee or towels in our condo unit at Squaw Creek. They said we had to stay a full week to get any additional supplies. REALLY! Four nights at $380/ night?? How tight can you be?? Won't be using this rental company again!

Beyond even your local team which I believe would be you guys, dealing with Vacasa during my families trip to Tahoe was horrible. I should have done my research it seems common for guests and owners to have nothing but issues. I honestly wonder if the people replying are even human, they seem like bots. It's almost the same constant copy and paste reply apologizing and not fixing a thing. I've been blown off multiple times when I've been told I would be contacted. When I finally had enough and wanted a refund or any kind of compensation once again I was told they would get back to me and never did. So I contact air bnb and they end up disputing it so air bnb gave me a partial one. It sucks because it is a nice house just not kept up, even talking to the neighbors they say they hardly see people cleaning or repairing things there. So I'll put some pictures below over time we noticed more and more things. The yard looks like someone had started to rake up pine needles and had to leave in a rush. Almost fell on the front stair case from a loose sagging board, the first one at that, what a good start. Going inside it looks nice. In the main living room expect for the stains on the chair cushions and spider webs on the chandelier and ceiling with a nice spider friend hanging out. Going out to the deck the handle just comes off the door. Once on the deck hey there's a nice broken fence with neighbors who have a dog, nothing against them but you don't know how their pet is. Then taking a look into the back yard, you guess it a mess, a destroyed shed with all its contents all around a unkept yard and trash mixed in, great for the kids to play! Heading back in the master bedroom, nice right? No, there's stains in the carpet and sheets. Oh open the windows for some fresh air? Have some old Doritos and q tips in the window sill to enjoy, it's on the house! Nice tub with jets? Sorry only ice cold water and no jets. Down stairs a good size nasty stain on the couch and more carpet stains and dirty linens. Hope these aren't bodily fluids it seems questionable. And going out the back stairs into the yard be careful parts of the rail has fallen and a window on the ground. Strange. All in all a lovely stay. Mediocre service with meaningless apologizes, and zero attempts to make it right. I wouldn't be surprised if you guys end up with a lawsuit if not from a guest, even the home owners.

Vacasa has broken AirBnB for us for good. Do NOT rent homes managed by Vacasa! We have tried renting 3 different places near Lake Tahoe via AirBnB and they were all 3 managed by Vacasa. Vacasa has been impossible to communicate with on all three homes! TWO HOUR WAIT TIMES and THEN when you get someone, they often barely speak English. When communicating via the app or online regarding any of the rentals, the back and forth seems like it comes from an elementary school person. It often take 3 or 4 tries before they understand the question or issue. On tone of the two homes we ended up renting, they cancelled our first reservation with a simple text and they never put the replacement rental in the app. It's STILL not there. The original one is still in the app, although they keep telling us that one is no longer available. The replacement is far inferior and didn't allow us to bring our dog - a requirement we had!!! The first rental was nicer, hot a hot tub and allowed us to bring our dog. They wouldn't give us a home that allowed our pet and didn't take our needs at all seriously. So we eventually had to go to a great deal of trouble to find a place for our pet before coming up to the mountains. We are currently at the replacement rental. It is a bit shabby, there were two alarms going off when we entered and we can only figure out how to turn off one (it was associated somehow with the dishwasher, which was empty). THE WATER TO THE ENTIRE HOUSE WAS TURNED OFF WITH NO INSTRUCTIONS FOR HOW TO TURN IT ON!! We finally figured out how to turn it on, but there is still one remaining alarm going off that we can't figure out how to turn off and we were obviously concerned about our safety for hours before they finally answered the phone and tracked down someone that knew something about the alarm. He said he tried to figure it out ealier in the day, but couldn't and they will send a heater company out to try to fix it tomorrow! He/they knew about it and did NOTHING to communicate it to us!!! THEY ARE NOT AVAILABLE! My wife was on hold until 2:40 am this morning trying to get us a home that would allow our dog - like the one we initially rented and THEY CANCELLED! They were completely useless when they finally came on. Couldn't do anything about it and never got back to later in the morning like the promised. We texted, left msgs on the app and online. NOTHING. Tonight, after arriving at the replacement unit, we were on wait with Vacasa for an hour and THEY dropped our call TWICE without coming on the call!!! WHAT ARE WE TO DO WHEN WE CAN'T REACH THEM ONLINE, VIA THE APP, VIA TEXT OR VIA PHONE. THEY ARE COMPLETELY UNAVAIALBLE FOR HOURS!!

We rented a house thru Vacasa for a weekend in Lake Tahoe. The house was great, however we had 1 issue and that was the hot tub was broken. The SOLE reason we rented this house over all the others was the hot tub. It was listed in the Air B&B description AND Vacasa description and talked about in the recent reviews. When we got there it was padlocked shut and so we called Vacasa to find out how to open it. The 1st thing I have to say is Vacasa is ridiculously hard to get an hold of. The "local" number is actually in Portland OR. They are impossible to get a hold of. We called several numbers before we were able to actually speak to someone. From there it just got worse and worse. First, they took my name & number to send to the local property manager to contact me. I wound up getting a text from someone who doesn't even work for Vacasa or manage the property. He works for a completely different high end property management company and offered my 5% discount from his company as obviously Vacasa wasn't working out very well. Next, we got a text from someone at Vacasa who said there is no hot tub at that property. I proceeded to send him pics of the hot tub and the description of it on both Air BB & Vacasa. Then he said, oh yes, I'm sorry it's broken. From there they sent my number to the local property manager who would call me in the morning. The next morning I spoke to him and he basically said, yes we have known it's broken, it broke while the owners were there and they didn't want to use the Vacasa repairman and were supposed to get it fixed themselves. They didn't. Someone should have taken it out of the description on all of the websites, but no one did and they we're not going to be able to have it fixed while we were there. So fast forward to about 17 different phone calls, hours of my time, no hot tub to use and no resolution. I was extremely unhappy. In the end, on the 17th phone call on my last day someone finally made it right, as best as they could, but this company is basically a shit show. Over the weekend I spoke to many local people about Vacasa and heard so many bad things. I will never use this company again.

Vacasa canceled by reservation two hours before check in. They said it was due to construction not being completed but when I went to look at the building, it was under massive repair. No way it would have been ready that day or any day for a while. They had to have known this. They tried to put us in two other far worse condos. This is a regular scam for rental companies like Vacasa. I'll never use them again.

This is a review for the VACASA Tahoe vacation rental Modern Mountain home. Location, quiet street, backs to greenbelt, privacy. I only saw one car drive by the whole 3 days (it was a Tuesday to Friday stay). We met a couple of nice people walking their dogs. Two Master suites, one upstairs and one downstairs (both with futons for people with small kids). Both spa like bathrooms with huge tubs, huge showers, double sinks. Nice tile work. HUGE kitchen with large eat-at-bar plus dining area. Seriously we had 5 people working in this kitchen. Plus it's the best stocked kitchen I have ever visited. I think the owners must be chefs. It even has a Nespresso with 4 kinds of coffee. (we brought our own coffee but in some rentals if you forget you would be lucky to find a decade old Folgers can). I had never tried Nespresso before and it was nice. Living Room open to the HUGE kitchen with big comfy sectional, two big, furry bean bags, huge TV and gorgeous stone gas fireplace. People cooking can be part of the whole group in living room or sitting at the bar or at the long dining table. Large windows and deck attached to this level. Wood floors on the stairs, living, dining and kitchen, easier to keep clean. Family Room downstairs also with with big comfy sectional, huge TV and gorgeous stone gas fireplace. Lots of games/puzzles/books/kids activities to play with. There is also a downstairs 1/2 bath and laundry room. BTW there is also a stash of sleds and discs under the deck for snow hills. In addition to the two master suites the secondary bedrooms are: 3) large bunk bed in one room - an upgraded one that adults can actually sit in w/kids without hitting their head. 4) another bed (I think it was queen size - could be a double) Bedding - luxurious 540 Thread Sateen Sheet Sets (Kirkland - I checked because I want to buy a set!), warm down comforters and UGG style furry blankets. Soft, cozy beds. Everyone loved them. Dog friendly and reasonable ($20/night per dog). I was going to rent another house and after booking the rental agency sprung a lease on me with a $200 pet cleaning fee (not a pet deposit but an actual cleaning fee on top of the original cleaning fee) I felt hoodwinked so I cancelled that one and called VACASA. They were very friendly and I think the $20/dog is reasonable. It meant a lot to my son to be able to bring our dog and our dog enjoyed his first trip to the snow. This rental is about a 5-10 minute drive up the mountain to the Donner Ridge trail (Ski Slope Way to Glacier Way) which is a wonderful hike - dog friendly and you can take a picture with Donner Lake in the backdrop. Heather the rental manager with VACASA Tahoe was EXTREMELY responsive and professional. We rent vacation homes about twice a year, and have for the last 15 years, this was my best experience EVER. I selfishly almost didn't write a review because I would love to keep this fabulous rental a secret for myself! But karma is karma so I am sharing my very positive experience.

On Saturday November 10th 2018 family and i checked in at Moose Head Lodge with Vacasa. At first glance it was a stunning and beautiful cabin. Our excited grew as we toured through the home. This excitement would not last. We had a horrible and unforgivable experience due to the fact that there was clearly a mice infestation. That very night, early morning, not only were there mice droppings in the upstairs bedroom underneath the sheets but my nine year old daughter encountered two mice as she took the covers off her bed in the downstairs bunk-bed room. Out of terror she killed one of them with her luggage and the other with her shoes. Everyone that was going to sleep in the downstairs bedroom had to sleep in the living room instead out of pure terror. I immediately called the Air BnB Guest Service Department at 12:59AM and spoke to a representative who stated he would provide a refund and relocate cabins first thing in the morning provided by call back. Instead I received a call from maintenance (Jered at 8:26AM who was sent to set up mouse traps. When he arrived around 9AM Sunday, November 11th, everyone was still asleep after a long, rough and restless night. I offered to set them up myself to not disturb my finally resting family. After not receiving a phone call from Guest Service Department I decided to call them instead. I was told they would send out a complaint and get back to me in half an hour with a response from management. Noted -This was contradicting to what I was told earlier that morning. I waited for their call again. My family and I packed all of our belongings awaiting to be moved. With no response, I called Guest Services again at 3:52PM later that Sunday where I was told they were going to call me back with an appropriate action regarding my poor and inexcusable experience. WE DID NOT RECEIVE A PHONE CALL THAT DAY. We were forced to sleep there yet another night. I called again to check out in the morning of Monday, November 12 at 11:04AM. I expressed my displeasure to the representative (Kelli) on that call. I showed my frustration after having to explain my situation multiple times to multiple people and it was then, and only then, that I began to receive concern from Guest Services. I received an email saying that Vacasa refunded me $75.00. I told Kelli that I felt it was not enough to compensate our horrible experience and lack of service. We were supposed to spend time together, enjoy the cabin and activities, and ultimately rest for Veteran's Day weekend... But instead we packed all of our things, hardly slept, and spent most of our time waiting for a call that was never going to come. And up this point I haven't received any resolution to my problem.

Absolutely horrible customer service. No one knows the status of a particular home and they aren't friendly at all. Would never rent through them again. I could not get a response from the messaging system ever. I had the reservation over 2 months in advance and never could get a response. If you are looking for a management company to manage your home I would not recommend this service, absolutely disrespectful customer service. Did not start our vacation off on the right foot. Only gave one star because that is the least amount it would take.

Awful. As owners, we rely on the management company to care for the property. This company leaves the property dirty (crumbs on the couch, hair on sinks, knives with food particles), damage to furniture for close to a year even after repairs have been requested. At one point, the bedroom door was kicked in splitting the door jamb. This obvious damage evidently wasn't noticed and was left I in disrepair. There was overcharging, stealing of possessions. After stays, quality assurance staff are supposed to assess the unit and repair/replace what's needed to ensure each guest has a workable unit and enjoyable stay. It's written in the contract. Yet when they are "busy" they don't do this. When addressed, we're met indignant responses as if this request is demanding. Discussions with management through time changed nothing. Avoid this property management company.

UPDATE! As I suspected after Molly responded to my review and promised to get this sorted out she just stopped responding altogether. I have no words... how do you people stay in business ??? The only star this company is getting is for the lady Julie , who was actually trying to help us during our vacation in Pine Mountain Lake. It will be a long but hopefully humorous rant. Picture this : 4 adults and 4 toddlers. We stay in PML every year for the past 7 years , its a great place for kids and parents to relax spend day at the beach etc. I was surprised to find such a gorgeous house with central AC ( omg yes ) not too far from the lake. HAHAHA !!!!! The only thing about this house that wasnt a lie is an actual central AC but the owners programmed their NEST in a way that it wouldnt go down less then 78 degrees. its 110 outside ... no internet !!!! Fine...i get it we are in the woods but dont tell me we are sending ATT to fix the problem but they are too busy to come every single day. My husband had to skip the beach and spending time with kids 3 times because they swore ATT is coming over and we just have to wait. Next... Plumbing....upstairs was leaking downstairs and on top of that every night it sounded like there are people living in the pipes because no one could sleep without shutting the water down. Vacasas response? well....sending their technician of course who turned out to be an 18 year old boy who also happens to be their tech repair ...how awesome is that plumber / computer technician and a high school grad all in one. Ohhh and the guest passes....they didnt add any freaking names at the gates because well the contract only required car models and makes not the actual guest names...we had to smuggle 40 year old dudes through the main gates..... flash backs to wild teenage years :))) Basically each morning started with me calling them and them not picking up the phones...then kept calling and calling and all i got were empty promises to fix endless problems. I wont even mention broken garbage disposal , no jets in jet tub oh and a 3rd bathroom nowhere to be found. I DONT KNOW HOW THEY ARE STILL IN BUSINESS BUT DONT EVER RENT FROM THEM PS i am hoping for a partial refund ...but who am i kidding ?

REALLY WISH I read the reviews of Vacasa property management before booking a South Lake Tahoe property they manage through VRBO. Then I might have been ready for a complete disregard of my business. I called 4 times and went straight to voice mail EVERY time! I never once spoke to a human at Vacasa. Thank goodness nothing serious came up! Dangers: My family arrived and promptly removed our shoes (per the request). We then stepped on the carpet tacks hidden under the ripped carpeting right at the entree way. Then my son plopped on one of the old, dirty couches (the kind you see on trash day on the street!) and got a scratch from a broken spring in the couch near the top. We found yet another carpet nail strip upstairs between the bathroom and bedroom where the transition bar was missing. Oh, and we noticed there was not a single fire alarm on the entire first floor. Old: Basically, everything looked as if it was purchased from Thrift stores. The couches (should be thrown away!!), rugs, carpeting, bedding, blankets, pots, pans, utensils, the kitchen table and chairs, etc. Communication: Here's where I get REALLY irritated. There was none. Zero. Zip. Zilch. Nada. We tried calling Vacasa for a few simple questions the first time, then we wanted to know how to work a few things around the house the subsequent times. Thankfully, we are resourceful and were able to figure out everything we needed to without their help. Except: They provided nice, new, clean bathroom towels and soap. One of the bathrooms was remodeled and very nice. There were nice, big TVs in every room. Bottom Line: It's nice to have new TVs, but if one must sit on nasty couches and old bedding to do so...it takes away from the experience. Vacasa, you should have called me back. You fooled me once, but it won't happen again. With so many other choices of quality rentals, there's no reason anyone should stay at properties that you poorly manage.

Vacasa's policy that they care about the health and safety of their customers is a lie. I had a condo booked in Lake Tahoe. There is currently a massive fire in Lake Tahoe that is only 7% contained and as a result, I had to cancel the reservation. Vacasa has refused to give me my money back because the area is "not yet" in the evacuation zone (but very very close to it). Don't believe this company, they only care about money, they don't care about you. This company is not run by good people. Update: don't be fooled by "Molly C" responses to the reviews, she actually doesn't help you at all. She doesn't have the authority to help. They just have her make these public statements to improve vacasa's image. It's all for show. Further update: I spoke with Stevie, a supervisor at Vacasa, who said that if they gave refunds to every customer who booked a rental that was impacted by a natural disaster, it would be a bad business model. If that doesn't tell you everything you need to know about this company, I don't know what does.

Very, very disappointed and angry with this company. We stayed at a cabin they manage in Carnelian Bay and it was a very bad experience. The WiFi is poor connection Broken burner on electrical stove Broken coffee pot No salt, no oil, no coffee Missing kitchen utensils Ran out of trash bags No kitchen towels No directions where to take trash No laundry soap Clogged bathtub Stained bath towels and pillows Cheap and uncomfortable bedding and mattresses Top bedroom opens up to the loft so there is no seal for the noise, totally open Railings are not up to code making them extremely dangerous for children Unit number for condo not listed, we had to reach out for it There were other little things too. The place is neglected and mismanaged and misrepresented. What's more, is when we requested a %50 refund it was rejected "because we didn't reach out during our stay." NO APOLOGY. They have yet to apologize. And mind you, no, I'm not reaching out for them to send in a repair person, plumber, appliance tech, cleaning person, bring all new bedding and towels, etc. No, I don't want you sending in a team of people during a global pandemic to fix your neglected unit while I'm in it. And EVEN if I wanted to, I couldn't, because the internet sucks. Don't stay in a unit managed by this property. Xx

Booked a Tahoe Cabin through Airbnb managed by Vacasa. This company is terrible and really is not managing anything. No instructions on property, unresponsive, and when calls/texts are answered, the staff simply cannot help as they have no information. I feel sorry for owners that are paying them (probably a lot) to do almost nothing as well as the employees that get no support. After leaving them a very nice review with high stars (house was great despite issues) and providing them some constructive comments, there is no response, no apology, no accountability, no humility, nothing. Terrible company. I will never return and steer everyone I know away. Good luck.

Update, I terminated our relationship with Vacasa but allowed the remaining reservations thinking that Vacasa would be improving. Wrong. When my new company took over I was told that the poster art in the hall had its glass shatter and when it fell it pulled the co2 sensor from the wall. The oven was so dirty, they didn't know about the melted plastic in the bottom of the oven! I had saved up money and replaced the original stove and oven in June 2016 and by October Vacasa's houskeepers had not caught the melted plastic on tbe oven nor the damaged stove surface. I spoke several times with John and Wendy about the damage to no avail. Upon the end of our time with Vacasa I was told since we fired them they owe us nothing! They did not do their faduciary duty to charge their clients for damage and then take no responsibility to make reparations for the damage!! I will be seeing them in small claims court!

Please save yourself a lot of trouble and do not rent from this rental management company. The property I rented was in horrible shape and supposed COVID cleaning fell far short of expectations. AC system was broke leading to interior temperatures in excess of 100F. Garbage was piled up and never removed from the property from the previous rental. Endless promises amounted to nothing more than lip service. Local property managers got hostile when presented with the situation. There was one prior review for the property that stated what was broken. Prior to my travel, I texted VACASA to verify that repairs were made. Upon arrival, I found that the same issues were still present and a number of new once I identified. Many of the surfaces that one would normally touch were unclean in COVID cleaning.

We just stayed over the Labor Day weekend at 4715 S Highridge Rd in Gearhart, OR. If I could leave ZERO stars I would. We were looking forward to all the amenities that the listing advertised. We were VERY disappointed when we arrived. Debris all over the floors throughout living areas. Toothpicks, Bobby pins, small rubber bands, golf tees, baby pacifier, sand, food crumbs, etc. we immediately started sweeping and vacuuming (not what you plan to do on vacation especially upon arrival) pillow cases didn't feel clean so I went to wash them to be mortified by pillows they provided. See pictures. Hot tub had standing dirt-needless to say we didn't use amenities. To spend $2300 for 3 nights you'd expect much better. I've left reviews on VRBO and Vacasa with NO response. They truly don't care just out to make a quick buck! I left the place cleaner than we received it. Definitely would not stay here again! ***I find it interesting that you don't respond to Vacasa or VRBO reviews but when it goes to Yelp you respond. You truly don't care because you wouldn't leave pillows for guests in that condition and I shouldn't have to call when I arrive to ask you to do your job and clean the place. Completely unacceptable!

Terrible customer service! Tried to call to resolve an issue with an upcoming reservation and received the worst customer service! The person was very rude and would only repeat "I am unable to help you" with every question I had. The issue went un resolved and they were no help at all. No offer to even get someone who could help. Will never book with them again, and will refer my friends elsewhere too. Never use Vacasa!!

My issue was resolved after 3 months. While I was able to get my money back, I am still not sure if I will be doing business with this company with my future bookings. It took numerous phone calls with Vacasa, my bank, e-mails, and a bad Yelp review to get my refund. While I think a 1 star is a fair rating for this company from my overall experience, I do think is also fair to give a 3 star in resolving the issue once higher management stepped in.

Stayed at a properly in Groveland, CA. The house was excellent and the location was great, but the first night we were there, the neighbor beat the living hell out of his wife and the police showed up. We called vacasa, and they had no other properties available and no other options for us. Night 5: It occurred again, with the guy smashing his wife's phone when she went to call the police, then shouting about shooting him. We packed up our stuff and LEFT. Called vacasa, but they couldn't do anything without contacting the local agent. That was days ago, and they still haven't contacted the local agent and resolved the problem. So in this case, the house was nice, but their service is AWFUL.