Is vacasa.com Legit?

We just returned from a fabulous family vacation on Cape Cod. The home we rented from Vacasa was beautiful, clean and just as promised in the description. It did not disappoint! With large wrap around decks overlooking the water, it was an amazing setting for the adults and the children. We used the kayaks almost every day - so much fun! Of course it helped that the weather was fabulous every day. I would definitely rent through VRBO/Vacasa again.

We have rented Skane several times over the years, and it is perfect for our large family beach vacations, which this year included 18 people, adults and children. It was clean, well furnished, and well kept…the kitchen had everything we needed for our stay, including big pots for our tradition last night’s “seafood throw down.” It is well located to get anywhere in Gulf Shores/ Orange Beach, and the security system for the complex and the home made us fell safe when we were away and at night.

Great location, right across the street from the beach, easy access to the beach. Location is convenient to restaurants and entertainment. Condo was roomy and fully equipped kitchen. A/C worked great. Very family friendly setting. Good parking. Excellent communication.

Very nice stay! Clean, secure, well stocked kitchen, beach toys as well as beach chairs and wagon right there, which is a great plus. Comfortable accommodations and walk to the beach plus great communication via text with support team!

Really wonderful space for a family or a group of friends. Bedrooms and bathrooms were all lovely and the lanai was an amazing place to start and end the day! Location was perfect for day trips on the north shore and honestly for longer days to the south as well.

This property is in a great location, but the property itself is a bit on the old side. The rugs on the stairs need an update to be more presentable. The screen door upstairs has a few holes and should be replaced/repaired. A re-painting of the entire interiors will work wonders to improve its look and feel. The most disappointing part of our stay was that the coffee maker was missing the pot after buying the coffee and a replacement coffee arrived next day didn’t fit either.

Emerald Grand is in the perfect location for a park your car and relax vacation! Plenty of shops and restaurants on the boardwalk. Nice pool. Boat rentals nearby to go to Crab Island. ( I recommend Luther's for boat, jetski rentals) More than enough to keep you busy for your vacation within walking distance! Beautiful unit. No beach access in this one but outside of that it is perfect.

Huge let down! If it weren’t for the pesty ants in the kitchen and in every bed in this condo stay would have received 5 stars. Guests services were very courteous at all times, and said they would note and notify the owner. We never received a phone call or text telling us that they addressed the ant issue.

It was a perfect place for 8 of us, even allowing 2 of the guests to sleep in separate spaces because of the sofa bed. We loved the spaciousness, two story ceilings over the main living area, and lovely artwork.

Communication regarding parking and checking into the property was good (make sure you read how to access the parking area). The property was very close to Nauset Beach and in a very quiet area. The property was clean. Since we were only staying for 2 nights, I did not mind only have a small refrigerator and microwave (no stove). If you like fluffy pillows, you may want to bring some. Mattress was a bit firm for me.

The property was Awesome! In a great location and immaculate. Although the property is dog friendly, you would never know because it smelled fresh and clean. Would definitely stay here again and recommend.

Awesome condo. Super clean and the most comfy bed I have EVER slept in. Very quiet area, away from the hustle and bustle, yet just a short drive to everything we wanted to do. Loved starting my day sitting on the patio. Just like many condos in the area, there is no elevator, and you must be aware that one of the gates to the complex is exit only, so you must drive around to the main gate to enter. The rather small pool could have used some clarification and maintenance, but it didn’t keep us from using it. Way more positives than negatives. We would definitely stay here again. Awesome value!! ⭐️⭐️⭐️⭐️

A little bit tired BUT, very clean, well stocked & comfortable. Great location, Smart TV, wonderful desk staff.

Loved most of house. Plenty of room for 10 people. Kitchen was well furnished with cooking and dining equipment. Almost too much need to leave a few cupboard empty for food! Bbq not working ty he entire visit though reported on second day there. No espresso machine any longer. Hot tub great and a big plus for house!

no follow up from vacasa has been initiated regarding the cheap tin garage door they replaced my sturdy one with. Also, 18 sets of sheets I purchased were never returned.

I rented unit B of a Duplex home in Kill Devil Hills, NC on the Outer Banks. It was supposed to have been cleaned but it wasn't. Myself and the two other guests had to clean it ourselves. The sheets on my bed were smudged and I washed them before sleeping on them. The ceiling fans were dirty. The sofa in the living room had holes in it. And there was a live roach in the stairwell. I sent pictures and complained to Vacasa. They have ignored my concerns.

The communication of the property manager and simplicity of paying, along with a speedy checkin, and the fact that the unit was spotless and fresh smelling upon entering and COLD, was the reason I gave a 5 star review! We travel with a Boston Terrier and he was quite pleased with the entire property as well! The entire area was beautiful and peaceful and slow paced, how we like it, so we will be back and highly recommend this unit, and area! Love from Louisiana

Nice property, could use some updates to make it great! AC unit, some historic information about the house/town, hard water filter on dishwasher. Helpful staff on phone when I had questions at check in.

Beautiful cottage near Big Glen Lake, very clean quiet and complete with all the amenities needed for our several day stay. The fire pit was enjoyed often in the evening and the screened-in porch was a relaxing retreat over looking a pretty wooded area. We hope to return in future summers!

We had the best vacation. Our condo was clean, accessible to activities, and had everything we needed. We will definitely book this unit again.

“NEVER BOOK WITH VACASA... no refunds”

Refrain from booking with vacasa. I had a booking and despite them issuing a warning that a category 5 hurricane is rolling through, they refused to give any compensation. Not even partial not even clean fee. Strict strict policy. Expect your money to be taken regardless.

“Without a doubt the worst expierience I've ever had renting thru a mgt company”

Reported issues from day one and was told everyday they were going to take care of issues In our 5 day stay no one ever took care of any issues These people should not be in this business

“AWFUL AWFUL AWFUL”

This company is SO rude and unhelpful! There is no way to contact the actual owner and the service could care less about your questions. We will NEVER use this service again! Stick with VRBO and Airbnb. Service Value Shipping Returns Quality

“Vacasa filters out reviews they don't like”

We stayed at a Vacasa property in Gulf Shores, Mandevilla at Martinique, in May. The house was plenty comfortable and we had a good time. We did have some issues. The fridge didn't cool or make ice. We had to keep all our perishables in the wine cooler and make a trip to buy ice everyday. The golf cart would lose power and die, even with a full charge. This was a huge problem because the house is pretty far from the beach and security was super strict about cars parking near the beach. We contacted Vacasa and told them of the problems and was told they would reach out to the local office. We never heard back after a few days and reached out to Vacasa again and were told the same thing. Never heard from anyone during our entire stay or after. I left an honest review on their website and it still hasn't posted 30 days later. I asked Vacasa about a week after we left why my review hasn't posted and was told it takes 3-20 days. Now they are saying they are behind on reviews yet every other one of their Gulf Shores properties has a review posted that was written after my review. Vacasa is filtering reviews they don't like. Renter beware. Will never use this company again. Service Value Quality

“Don't Waste Your Money”

Upon arrival at our rented unit, it quickly became apparent that the place had not been properly cleaned. Despite our best efforts with minimal cleaning supplies available and the janitorial room being locked, we took it upon ourselves to clean the bathroom and wash all the linens for a more comfortable stay. As we moved through different sections of the unit, it became clear that cleaning was necessary before using any space, especially the kitchen. However, the real challenge presented itself when we sought assistance from the management. Our initial request for cleaning assistance was submitted the day after our arrival, but unfortunately, it went unaddressed throughout our entire 7-day stay. Despite engaging with the local office with a physical visit and speaking with individuals like Kiley Whitley and Matt Hensen, who expressed sympathy for our situation but were unable to resolve the issue, we were eventually redirected to the corporate 1-800 number. After persistent efforts, we were finally able to connect with Nicole, who shed some light on the process and mentioned that refunds were typically handled at a local level, contrary to what the local manager told us. Our frustration peaked when we were in touch with someone called "the guy," Darren, who did not provide a last name. He vaguely stated that what he should have done was fully refund us following our first request for assistance and let us go find other accommodations. Apparently, to him, it is unreasonable to request a clean space to stay as advertised and paid for. His lack of accountability and transparency only add to our dissatisfaction with the whole experience. Products used:We were stuck with the unit Service Value Quality

“DONT BE SCAMMED BY VACASA”

Their policy states that one should cancel before 30 days. My reservation was made less than 30 days ago, so it seems like your company is inappropriately withholding people's money and not allowing them to amend their stay dates. Both mine and my attorney have perused your policy. Your policy doesn't stipulate that you can withhold payment for guests who have not stayed over when your resort cannot accommodate requests for date changes. The BBB (Better Business Bureau) is also now involved as I am not the only guest mistreated in this way by your company. Furthermore, it is unlawful for you to inform third-party sites that the information listed on their platforms belongs to LakeTown Wharf when it does not. Guests only discover this after making a reservation and receiving an email from Vacasa. I have learned that Vacasa is a property management company that rents out apartments, as do several other property managers. I've discussed this with every other property manager, and none of them *** withholding a guest's money or failing to accommodate date changes. They confirmed that they would either amend the guest's dates or issue a refund. Vacasa is the only party refusing to refund my money or modify my reservation dates. Booking.com, through whom I made my reservation, is willing to refund my money or amend my dates. Unbeknownst to me at the time of booking, Vacasa seems to exploit people by trapping them in inflexible reservations. It is proving impossible to retrieve my money, despite advising your company to cancel my trip over a week ago. Are you actually processing my cancellation? No, my reservation is still active on your end. I have documented all the errors and breaches of law your company has committed, including breaking your own policy. I will legally pursue the refund of my money and continue to alert other guests on all your websites about your unethical practices and appalling treatment of guests! User's recommendation: DO NOT USE VACASA OR YOU WILL BE A VICTIM OF LOSING YOUR MONEY AND BEING TAKEN ADVANTAGE OF! MY CHILDREN WONT HAVE A SUMMER VACATION THANKS TO VACASA!

“Never address the problems I had at my rental and didnt post my review”

I had many issues with the rental in May2024 I did a review the day I left. They have never addressed the issues or posted my review. No one has contacted me.

“Save yourself the headache, book elsewhere”

Terrible company customer service, dirty house despite previous reviews and saying that they have put in efforts to fix those issues. We vacated the property after seeing a cockroach and they are refusing to refund us despite proof so I've issued a chargeback with my credit card. Avoid at all costs. Service Value Quality

“Bad”

Vacasa can be described in one word: bad. First, no travel insurance was offered when I booked so I don't recommend booking unless you are really very sure that you can go there. I was dumb enough to prepay in full (required) without the option to buy travel insurance. When I needed to cancel due to medical reason, they don't care what's the reason. They won't even consider giving a credit for future travel. Tip for consumers:They didn't offer travel insurance, and wouldn't give a refund nor a credit for future travel regardless of the reason for cancellation. The links in their emails didn't work (always led to a page that says "wrong link"). When I first asked if I could somehow salvage the money I paid by getting a credit for a future reservation, the first representative told me that I could do that myself by going to their website. The second rep told me it's not allowed to reschedule. VERY BAD. Products used:Cabin reservation, full prepay Service Value Returns Quality

“Rental in Mexico”

Rented a property in Mexico through booking.com which turned out to be connected to Vacasa. The photos and reviews looked positive until we arrived and noticed a few concerns. First we noticed that the bathroom had no privacy in the window. If you went up to the next level you could see in the full shower and toilet. Then those same windows and the patio door don't lock. The locks aren't latching. Then the kitchen cabinets look like someone used a cleaner and wrecked the finish, one actually had mold on inside of it. They give us 1 towel and 1 face cloth each for the week which includes the use for the pools. No dish towels or spices for the kitchen. We had to buy our own. Service Value Returns Quality

“No refund option, even a cancer diagnosis, shameful”

We planned to attend closing day with friends at Keystone, but had to cancel at the last minute because our friends son was diagnosed with acute leukemia, as a frequent traveler, I will Never consider using Vacasa for travel again. Service Value Shipping Returns Quality

“Ok, dealing with vacasa but VRBO charged me a fee and won't refund it”

Vacasa was ok to deal with. They were somewhat helpful with our rental after a blizzard hit. When I looked at my bank statement I saw that VRBO charged me $58 for some fee that I was never notified about. $#*! that company. There's no description in my receipt of the charge and I'm more than pissed that they won't give me a refund. And their customer service rep is telling me that I booked it through vrbo, which I did not. I booked it through the vacasa app. I will never use either of their services again!

“Nice house, poor customer service”

Rented townhouse at Mallard Lakes in Selbyville DE. The house itself was OK but customer service was terrible. Wi-Fi password didn't work. I contacted them through text and they tried to blame me. I'm in IT so I know what needed to be done. They said that hey would escalate to local support. Local support didn't call or come. Contacted again and they said they would look into it. 4 days later I contacted them again saying obviously you have no intention of fixing it and all I got back was oh well. I'd like to give it a higher rating but with that attitude and service I can't. I don't recommend using them. Service

“Vacasa Changes Guest Reviews”

Don't believe what Vacasa says on its website. We rented a property through VRBO and received a "review" email post check out from Vacasa not from VRBO. Didn't think much of it and provided a generally favorable review with some criticism. Vacasa curated the review only posting the favorable portion! Fraudsters!

“Save your money”

Booked a room at daytona beach resort after booking found out both pools and the parking garage are closed for construction and construction will be going on during the day the whole week we are there. Called the support team who is a joke. I can't cancel with a refund their website says nothing about the closures. This is false advertising at its finest vacasa is a bunch of crooks. This a hard lesson learned I will never use them again. Service Value Quality

“Horrible experience Vacasa a joke”

We rented a house at 130 Settlers Pass McHenery Maryland. The first evening there we tried to use shower and it had no pressure and mud started to come out. If you ran both showers there was no water in house. After a while it was mud coming out of all faucets, toilets and showers. We contacted Vacasa and told the the situation and that we were leaving the next morning because we have young children and needed to shower and brush teeth. I wanted refunded for the day we left early. All they would say is we will reach out to our team. It has been 6 days and have not been contacted. They just keep telling us the same thing about contacting there team. They are awful and I will never use them again or recommend them. Tip for consumers:There customer service is awful and they have horrible reviews Service Value Shipping Returns Quality

“VACASA——Disappointing and Disgusting!”

Disgusting property….stains on mattresses and box springs, carpets filthy, floors sticky, countertop sticky, broken pictures, broken refrigerator and leaked every day all over the kitchen floor, ceiling fan with a missing blade, toaster dented and rusted inside, couches full of stains Tip for consumers:DONT USE VACASA!! Disgusting and no one will return my call!! Service Value Returns Quality

“Stay away!”

Had a very poor experience dealing with Vacasa on a recent rental. The home was not as described and several of the appliances did not work, while others were rusted and dirty. There were no ceiling lights in 2 of the bedrooms, holes in the walls, broken fixtures and beds. Local management was unhelpful and would never speak to me directly. Someone came once to fix the issues and since we weren't home and had a dog, they left. They refused to reschedule a time to return to fix anything. They didn't return our calls, emails, or texts. On the last day of our reservation they finally offered to come. Their customer service is poor, communication is ineffective and inconstant, (I still have never been allowed to speak to local management directly), and they simply don't care about the condition of the homes they rent or customer satisfaction. We had a horrible stay in a dirty home. They also blocked my review from being published on their site. Service Value Quality

“Vacasa rented us a Villa that had live roaches”

My family rented a "villa" in Eureka Springs AR. Very late on our last night there, we found live roaches (I have video and pictures). It was almost midnight. Because of my schedule for Sunday (our check-out morning), I notified Vacasa on our day of check-out to let them know the situation. Vacasa texted back, apologized, and said someone would be in contact with a resolution. Vacasa then ignored me and refused to help with a resolution and used the excuse that I didn't notify them right at the moment of finding the roaches, etc. They were unwilling to help in any way. I do NOT recommend Vacasa. In reading the Vacasa reviews on the BBB in Oregon, the BBB shows over 1,700 complaints, many about dirty rentals and bugs with people fighting to get their money back. Service Value

“Very unethical property management”

Stay away from any rental at LAKELAND VILLAGE in S Lake Tahoe. I was told by the front desk I could have an early check in. We arrived early and Vacasa would not allow it. The room was clean and empty. There was NO REASON GIVEN. Once in the room was dirty and had maintenance issues. Products used:Hotel room. Service Value Shipping Returns Quality

“Santa Fe Old Mexico”

Stayed in October '22. There were issues like, impossible door lock on front door. Also oddly placed antiquated light knobs, loud banging furnace. They doctored our review on their site and completely misrepresented it. Tip for consumers:Don’t use Vacasa Products used:Stayed at a property Value Quality

“Other than a great view everything else is absolutely terrible never rent from them!”

The place was dirty and cluttered, no wine or drinking glasses, no wine opener, one sharp knife (big and dull), no pot holders for removing pans from oven or stove. No stopper in the sink or dish pan for washing dishes. We had to wash dishes before we used them. Other issues: bathroom sink clogged, light burned out, no pillowcases and bed was made sloppy. Floors were uneven causing tripping hazard, the last 6 of approximately 25 steps are dangerous especially when carrying heavy items like suitcases and ice chest. There are approximately 25 steps to get into the unit which are not ADA compliant, this may not be required by law but would be good to know before you agree to purchase. Also parking is on a very narrow and busy road. Conditions were so bad we left early. Very disappointing to say the least,

“Cancelled Trip”

Do not recommend Vacasa. They cancelled our booking 6 months later when all other properties were full for our dates. This trip was a big deal due to my parents' health and likely the last time our entire family could travel together. Please go with a more reliable company and don't support this them. Service Value Quality

“Military family "Welcome Home "”

We are a active duty military family who has served overseas for 3 long painful years. We wanted a family reunion upon arriving home on the " patriot express" to Seattle. We chose this house for location and function. We were greeted with dirty floors, debris on furniture and stained bedding. I went to pull the covers down for my weary exhausted children after a 20+ hour flight to discover pubic hairs in her bed. Then as I pulled covers back on all beds I discovered stains and bedbugs! We are so disgusted we cannot sleep here… we are awaiting any response from management to make this right but are fearful we've been stolen from. We used our last available paid leave time for this vacation and are so very upset to be welcomed home this way. So much for "America the great" anymore. People don't care about service or quality anymore. Vacasa: you should be ashamed of yourself for robbing US service members. This not a vacation. It's a nightmare. Shame on you!

“A lot of apologies, little action”

No key for ski locker, wi-fi password didn't work, let them know this on check in and nothing but apologies all week. Driver of the shuttle van was rude and verbally abusive. The on site office is closed, no one local to help. Service Value Quality