Vacasa User Reviews

Vacasa - Vacation Rentals

Vacasa, LLC

Lifestyle

Travel

Reviews Summary

Positive highlights

🏡

This app hasClean and well-equipped homes

🌅

This app hasExcellent views and locations

📱

This app hasEasy booking and app experience

🤝

This app hasHelpful and friendly staff

🧹

This app hasSmooth check-in and check-out process

Negative highlights

🚫

This app hasFrequent cancellations and last-minute changes

🤖

This app hasPoor customer service and lack of responsiveness

💰

This app hasExcessive and hidden fees

🛏️

This app hasSubpar accommodations and maintenance issues

🔍

This app hasSuppressed and untrustworthy reviews

Top reviews

Most RecentHighest RatedLowest Rated

Do Not use this app.

I gave this app a try because it had a beautiful vacation rental I wanted to stay at. I should’ve read the reviews online for the corporate office because I am now being scammed by the company. And it looks like they’ve done this over and over again to others. I had a terrible experience with my vacation rental and five days later, I still haven’t been contacted by vacasas “local team” that I don’t believe even exists. This company also only uses high reviews on their app to lie to people about their true ratings. Every day for five days I’ve asked for assistance and every day for five days I’ve been told the local team has been notified. Just letting anybody know that’s considering this app, don’t download it, don’t use it, there’s so many more other apps that you can do vacation rentals, and not be scammed.

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OctMom14

a year ago

Response from developer

Thank you for staying with us. We regret we don't have more information regarding your specific areas of concern, as we are always happy to know how we can provide a more pleasant stay for our guests. We hope we have the chance to impress you in the future. Thank you.

Made booking so easy!!

This app made booking our vacation so easy and very assessable!! I was able to find all the information I needed for my trip and it was just very convenient to have all of my information and receipt available easily! Highly recommend and I will definitely be using this app every-time I book! I also love the feature that you can add guest to rooms do they are able to see and access the info as well when traveling with large groups!!

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Lulucutiepie1052@wow

a year ago

Response from developer

Thank you so much for your 5-star review!

Excellent Views

The home was very clean, and the views were excellent. The check in process was not as described and needs to be updated in the description. I would advise to pre-print your parking pass and make two copies, put one on the dash when you get there and take the other copy to the first floor of the main building to get your arm bands. We were told that there is no longer anyone at the desk at the parking garage area anymore. One other thing that needs to be updated or fixed in the description, is the grill does not work on the balcony. We called the customer service of the property management and was told they would have someone out to take a look at it, but they never showed up. The home was in excellent condition and we will come back if it is available.

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boothillbandit

a year ago

Response from developer

Thank you for sharing your feedback and bringing some items to our attention that may need some TLC. We have forwarded your feedback to the local staff so they can work to improve the house for future guests. Please know that our guest services team is available 24 hours a day to assist should any concerns arise during your visit. We hope you choose to stay with us again!

First experience never again

I had to check out 1 day early as I received a call my mother was in ICU. The front desk was very kind when I came in sobbing arhat we had to leave. I asked if they were able to rent it for the night if I would not be charged. They said because it was through Vacasa they couldn’t do anything. However they gave me a number to call as well as said Vacasa could call them as well.
My mom died the day we were to check out. Same day I received the email stating they would not refund anything.
I never complain. The rugs were stained and the blinds to the slider fell off so people walking by to the pool could see in. I didn't complain. I never leave negative reviews. Maybe one other in my life. But I am disappointed they were not a little more helpful with my awful situation.

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fancybottom

a year ago

Response from developer

We are sorry to hear of your loss. We regret we cannot look into this further and hope you contact our 24/7 guest services at 800-544-0300. If you booked through a third-party site we are legally required to follow their cancelation policies and unfortunately, it is outside of our control. If you purchased trip insurance, don't hesitate to get in touch with them directly to file a claim. We hope we have the opportunity to host you again.

I’d give 0 stars if I could

While the views and location were beautiful, the house we stayed in was in need of repair and updates. Holes in the floor, foggy windows, faulty electrical outlets were the least of our concern. The hot tub was placed above the master suite and every time the pump ran the entire room vibrated. Try sleeping under that. To top that off we had a few rainy days and where the hot tub sits the floor is concave so the water pools around the tub. The water started dripping though the ceiling onto our bed. Our bed was wet and we couldn’t even sleep in it the last two nights. I’ve emailed and called a several times times with no solution other than they had maintenance drop off an air mattress for us to sleep on. Not my idea of comfort. Not what I paid for. The ceiling was still leaking when we left, so I hope it’s properly fixed for the next guest. I’m filing a report with the BBB because doing any kind of business with them is absolutely frustrating and their communication is horrible. Never again.

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Basherw81

a year ago

Response from developer

We are disappointed to hear of your negative experience while using our services. Please know this is not the high standard that we hold ourselves to. We regret we do not have additional information to be able to look into this further. We hope we have the chance to impress you in the future.

Don’t trust Vacasa

I’ve had several terrible experiences with Vacasa, and it’s 100% clear to me that they really don’t care about your experience. They have so many properties it’s hard to avoid them, so they feel like they can get away with everything.

Most recently they sold the home I rented through Expedia and then transferred my reservation from Expedia to Vacasa against my wishes. Now to get away from them I need to fully cancel, cross my fingers I can find another accommodation, and front another $800 to book while waiting for my original payment to be refunded. They really screwed me over and didn’t tell me what they were doing along the way. If I hadn’t been asking so many questions they never would have told me at all.

Vacasa does not care about you.

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lMatteyl

2 years ago

Response from developer

Hello, please know that Expedia is a third-party booking site, we do not have any control over, and they do not actually manage any homes. All of our listings clearly state they are managed by Vacasa, so guests are not surprised. We apologize for the inconvenience. Thank you.

Terrible service

I have never encountered such a level of incompetence and lack of service as with Vacasa. We had a 2-day booking, and right from the get-go, everything went awry.

Upon arriving at the rented home, we found the air conditioning was not working. And this was amid extraordinarily high outside temperatures. We immediately contacted Vacasa support, who promised to send a technician to fix the issue. However, no one ever showed up. We spent a whole night in an unbearably hot house with no means to cool it down.

Vacasa's support was utterly useless. They provided us no solution or assistance, so we were forced to check out of the house after just the first night. They promised to refund our money for the inconvenience, but we've yet to see a cent back.

In the end, we lost $1000 on this "service". It was a total disappointment and an extremely unpleasant experience. It feels like they just stole our money.

I strongly advise everyone to stay away from this company. Instead of promised comfort and convenience, we got nothing but stress and disappointment. Vacasa is undoubtedly the worst service I've ever had to deal with. Use any other rental platform, but not this one.

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Tsoftware

2 years ago

Response from developer

Hello, we are disappointed to hear of the negative experience you had while using our services. We regret we are unable to look into this further as this is not the high level of guest satisfaction that we hold ourselves or commonplace. Please reach out to our 24/7 guest services at 800-544-0300. We hope we hear from you so we are able to look into your concerns further and provide your feedback to the appropriate parties to address. Thank you.

Missing features the website has

On the website it’s easy to select not just the minimum, but also maximum number of bedrooms. Could this be added to the app? Would be most appreciated.

Blueberry Z

2 years ago

Losing Business For Their Property Owners

Update: **14 days** after my original question was submitted I finally received a generic response. Still no answer or relevant information. Complete failure.

First time using Vacasa. It will be the last. Wanting to make a reservation but need to know if the property can be accessed with a non-4WD as a few of the reviews mention a long, janky driveway. Vacasa didn’t respond so I have no choice but to find another property in another rental platform. Business lost for the property owner. While I’ve never experienced a problem with a rental, does Vacasa also not respond if there’s a problem requiring immediate attention? Seems likely.

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SusieSparkler

2 years ago

Response from developer

Hello, we sincerely apologize for any disconnect in the care you received when communicating with our team and appreciate you bringing this to our attention. We welcome your feedback as a means to improve and will be sure to follow up with the appropriate parties regarding your experience. We hope we have a second chance to impress you in the future.

Avoid this company at all costs.

Rented a cabin through Vacasa for a ski trip but the weather conditions worsened leading up to the trip, to the point where every single highway leading to the cabin was closed for multiple days. Despite explaining this to them, with dozens of pieces of evidence supplied (road closure notifications from the local transportation authority, weather reports that clearly stated that travel would be impossible, etc), vacasa refused to let me cancel or even modify my trip. Ended up having to pay nearly the full amount for a trip that was physically impossible to go to.

Expensive lesson learned never to use this company again.

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JtD5421

2 years ago

Response from developer

Thank you for your review and we apologize for this inconvenience to your vacation plans. Airbnb offers their guests the option to purchase trip insurance through Generali. We are unable to offer a refund for your stay as you had not purchased travel insurance prior to your scheduled arrival.