Vacasa

DO NOT RENT WITH THIS COMPANY!***

-*#*#I would be highly interested in joining or starting a CLASS ACTION LAWSUIT against them for this illegal policy. They are thieves!

They take 50% on booking day, 50% 30 days prior to your trip.

They took this money on a debit card (same as cash) and when the Chinese Virus swept through, they canceled our rental. They refuse to return ANY money, claiming it "was the county" that canceled the booking. Not true, as the county doesn't have the authority without a court order to cancel or void a 3rd party private transaction.

Regardless, they state: "we're offering a 100% dollar for dollar value for a future credit." THIS IS A TOTAL LIE. What they don't tell you, is that they have no ability to negotiate or offer the same deal at a future date for the same price. I booked the house because it was at a time and price convenient to me and my family (some coming from out of town)

At a future date that is agreeable to future family travel and weather, the price of the same rental is nearly DOUBLE. VACASA WILL NOT cover the price difference, and as a result, you're held hostage to a time and price that is convenient to them and not you. Not to mention that your "future credit" has a booking/usage expiration.

They then offered 110% of the value as credit. But that means absolutely nothing. At a 3 night rental for $800 110% is $880. The extra 80 dollars doesn't do anything when the price is 1.5 or 2 times higher in the future. A complaint on the Revdex.com website sums it up: "...with price and booking fees for 3 days rental today, you can't even get the same rental in the future for only 2 days, even with the 110% they claim to offer." (Because of "peak season" price increases, which they claim to have no ability to guarantee or negotiate with the home owner)

As a result, THEY ARE NOT ABLE TO OFFER OR GUARANTEE a true dollar for dollar future value, and as a result, they have to refund the money. We even offered a compromise to treat it as a standard Cancelation where they keep all the booking fees etc and they refused to compromise.

As a result, we went through our bank to prove that they refused to refund the money, or work towards any kind of compromise if it involved refunds of money.

CONCLUSION: DO NOT SUBJECT YOURSELF to their illegal business practices. They are a billion dollar corporation and they don't care about you because they know the chances of you suing them are very low.

Booked house for June 13-20. Payment $4842 when cancelling due to Covid19 being charged $918 Booking fee. This is totally unreasonable.
We booked the beach front property "Paradox" for June 13-20 2020. Both my wife and I are in our 80's and high rish risk for the Covid19 virus. We called to cancel and explained that we would rebook if the virus threat waned. we got rude responses and were told that $900 of our $4842 downpayment would be charged as a Booking Fee. We expect to pay a reasonable fee but this is unreasonable.

Denial of refund on upcoming reservation
I reserved a 2 bedroom condo for 3/24/20-3/28/20 but due to the threat of the COVID-19 virus and Alabama being declared a state of emergency, I will no longer be able to keep my reservation. I am an nurse practitioner and I am screening and treating patients so I am no longer able to take the time off needed. I requested a refund and I was denied. They offered to let me change the dates but I will not be able to go at any other time within the next year. I explained to them that this is unusual circumstances but they were not willing to refund any part of my stay. The booking costs $1199.59 which is a lot of money to be out during a crucial time like this in which. Being a health care professional, we are already being faced with this virus and trying to safe guard as many people as we can. Is there anything that can be done to have my money refunded?

I booked a property thru this company & as soon as I finished up my online booking, I received an email stating that my payment failed & they would hold my reservation for 24 hours until I resent payment. I then opened my banking app to check there before going back to the Vacasa website & paying again. The payment was already pending in my checking account within minutes of the reservation & funds were being held. I emailed Vacasa to let them know that the payment was in fact pending on my end along with a screenshot of my bank account so I wasn't sure why they were saying it failed on their side.
I understand sometimes things happens so I awaited a response. They responded telling me to give them a call. I waited another day to see if it would drop off of my bank account as a pending transaction. At that time, I was not going to pay again as instructed to do & have the funds held twice. I again emailed the following day another screenshot of it still pending in my bank. They blamed my bank for holding the funds & told me to contact my bank. I contacted my bank & was told Vacasa, the merchant, had to release them.
After multiple emails & screenshots of the payment still pending in my bank account, it is still not resolved. It's been three business days with a hold on my money & no reservation. I will never use them again. Buyer beware.

Vacasa gave us no options to save our family vacation. Terrible business.
We rented a beach home for our family vacation in ***, AL. I researched it in January 2019, and we booked and paid for it in February 2019. Our trip was last week, August 5-August 10.

We walked in to the home and were greeted by at least a dozen dead, or nearly dead, cockroaches. Not the greatest way to walk in to a beach home, but I was hopeful that things would get better. Things did not get better, they got much worse.

The pictures of this home are incredibly deceiving online. It shows cleanliness and good decor, and is listed as a 5 bedroom. That is a lie. This is a 4 bedroom home, and a converted closet that has a twin bed shoved against the wall. It's also listed as having 2 king size beds in it, and that is a lie. It has 1 king. For additional sleeping, it has a sofa bed in one of the bedrooms. My kids were going to set it up and when they opened it on the first night, the mattress has a huge, what looks to be either blood or poop, stain. Disgusting! Nobody can sleep on that.

The rest of the home is as follows: the furniture in every room is filthy, there is broken tile flooring throughout the home and especially in the kitchen, the kitchen is disgustingly dirty, the refrigerator would not keep things cool enough for much of anything and we had to throw fresh meat out after only 2 days, the deck furniture is old, broken, and dilapidated, the deck railing is broken in most areas surrounding the home and is what I would consider as dangerous, the deck flooring has nails coming up all over and is in poor shape, the bathrooms are filthy.

Along with the overall condition of the home, there were almost 0 amenities available to us for use in the home. We were a booked party of 12 and the home was equipped with 2 rolls of toilet paper, 1 roll of paper towels, an empty bottle of laundry soap, 2 dishwashing tabs, 0 beach towels, 0 extra linens, 2 travel size bottles of shampoo and conditioner, and 0 dish washing cloths. Being told that these things would be provided for us in our welcome email, and then finding out what an absolute sham that was and we had to go shopping for these items, was ridiculous. Hotels provide these basic needs, I fully expect a vacation rental home to carry the basics as well.

Day 2, we wake up to many more cockroaches, some dead and some alive. I call and leave a message at the 800 number, send and email, and also send a message through . The ONLY response I got was finally through , and the lady was rude in her voicemail...reminding me that there was an 800 number I needed to use for issues. Whatever. She leaves me a message and says she'll get back to me. 6 hours later, I am being as patient as I can, but I decide to call her. She tells me that I should've already heard from someone from housekeeping on the Island and promises to get back with me within the hour. At this time, my husband and I are picking up my daughter from *** airport, she flew in with her new boyfriend from ***, OR. While we are gone, some other lady goes to the home and speaks to the rest of our children about the home and what our options might be. She says she will get back to us and let us know and leaves.

Fast forward a few more hours and we still haven't heard a thing. My husband calls the lady who came to the home. She tells us our only options for us is a 90 minute drive to another beach that we would have to split up our party in to 2 homes. Are you kidding me? Let me tell you about our guests and what that would mean...
First, my husband and I are doing this trip because all of our children are out of the house living all over the place. We wanted everyone under one roof for 5 days. Plus, as an added bonus, my husband and I have our anniversary in the middle of this week on August 7. We flew my daughter and her boyfriend from ***, OR, my son and daughter-in-law are stationed at *** GA, and they drove in, and we have twin boys who live in central AL and their 2 girlfriends, plus

This unit sleeps 4 not 6 as advertised. They would not refund any amount since the pull out mattress was normal according to them.
We checked in on Sunday 6/23/2019 and as soon as bedtime came, we noticed the mattress on the pull out couch was in terrible shape. There was not cushion any longer just springs and the fabric lining. The 2 kids in our group of 6 slept on it for the night. I immediately called and emailed the next morning (Monday 6/24/2019) to address the issue. A maintenance Man was sent to look at the mattress and the AC unit which had stopped working over night. The AC was repaired rapidly and the guy proceeded to walk out and I stopped him and asked him if he was going to look at the mattress? He looked at it and nodded in agreement and said he would contact the proper personnel about it and told me that someone would contact me later in the day. No one called me.

The next day Tuesday (6/25/2019) I called again and they apologized and said someone would contact me.

We move on to Wednesday (6/26/2019) I still have not been contacted so I emailed them so that I can keep track of the conversation since it does not look like they are interested in helping me. They reply back and state once again that someone would be in touch with me on this day. The day ends and no one has contacted me.

Thursday 6/27/2019) rolls around and no reply so I email them again. This time they reply to me by email that the property manager has stated the following: She has came to the conclusion that we are unable to provide a refund for this reason. She has spoken with her maintenance person who agreed that while the mattress sofa is very thin, that is just a characteristic of a sofa sleeper and there would be no reason to replace it either.

I had/have asked for the mattress to be replaced or to give me 1/3 of my money back,FYI.

We booked a condo for our family vacation through Vacasa, paid in Full. 2 weeks before our vacation I receive an email that they can't accommodate us
I booked on 5/23/2019, at this time there were numerous Condos available at the *** in ***, AL. I purchased from Vacasa bc they had the one we wanted and it fit our needs. My son is playing a World Series there and his whole team will be staying there. It is one of our team requirements. On 6/6/2019 at 10:51 PM I received an email stating that they had terminated our agreement and would cover any additional charges to accommodate us, but they will NOT accommodate us. At this time the *** is completely sold out and Vacasa won't rent from other companies to cover the difference or pay me the difference for the 2 available units I was able to locate on my own. The cost difference $1600 more for a lesser condo bc of the high demand and closeness of the trip. Vacasa offered me a condo miles away from my original reservation that wasn't beach front, not was it comparable comparable at all. Beach front versus the lagoon w a shuttle to the beach... They say it's all they can do, this is totally unacceptable. They have ruined our family vacation and will not make it right. Below are my confirmation emails from them and then the cancel letter from their relocation service.

Reservation #XXXXXXX

*** #***
***, *** AL, ***
Check-in: 4:00 pm, Sunday, June 23, 2019 (Early check-in details)
Check-out: 11:00 am, Sunday, June 30, 2019 (Late check-out details)

Your receipt

Total Cost: $2865.59
Total Paid: $2865.59
Balance: $0.00
Reservation Name: ***
Paid with personal credit card

View Receipt

View Rental Agreement
Vacasa Alabama LLC - ***, OR ***

Hello ***,

Thank you for choosing a Vacasa home for your upcoming vacation. We look forward to hosting you, but we have some unfortunate news. The owner of *** #*** has decided to terminate their contract with Vacasa, and to our knowledge they will not be renting out their unit any longer. Despite our efforts, they will not be honoring any existing reservations.

I am so sorry for this untimely issue, and I want to help find a new place for you to stay. Thankfully, there are a few options available in our inventory for you to choose from. Please click HERE to see what we have available for your dates.

Vacasa will cover the cost to book any of the available units on the list I have sent you. Once you have decided on a suitable replacement, let us know and we will take the necessary steps to book it for you!

If none of these homes fit your needs, you are entitled to a full refund. Please let us know what your decision is as soon as possible, and feel free to reach out with any questions or concerns. We hope we have something that will help create a happy and memorable vacation.

Again, so sorry for this last minute disruption to your plans. Looking forward to hearing from you.

Kind Regards,

***
Relocation Specialist Vacasa
***
(XXX) XXX-XXXX

Unproffesional customer service
Condo rental 5/5thru5/15. Arrived, got settled in, was very happy with place, until a RAT was standing in kitchen door looking at us. 9pm. Made 4 phone calls, 4 different people, got same response. Host will contact you. The 1st person asked if I could go buy a trap & trap it!!! We packed up & left, 9:30pm. Didnt know what to do. NOT ONCE DID I HEAR FROM HOST. I rented through ***, called them, they got me a partial refund. Went to hotel that night. I was told no one would come till next morn. I was told the maintenance man, went in put out 2 sticky traps, supposedly they called exterminator. They kept $266. for cleaning & 2 nights stay. We were there about 4 hrs. They claimed there was no evidence of RAT. I'm sure they wouldn't admit it if there was. Myself & my friend seen it. NEVER TO THIS DAY HAVE I HEARD FROM THEM. BEWARE OF VACASA ALABAMA!!!

Unprofessional, no back up plan and failure to provide quality service for which we paid well in advance for.
We arrived at our rental approx 10pm on 2/15/19. Upon approaching the property, you could already tell what we're dealing with. The place was not prepped for paying guests. The blinds at front door were already broken & hanging (we have pictures), although a pet friendly rental, furniture was already visibly damaged (we have pictures) and the floor, in spots, creaked and were uneven. I say that last part because of the next major complaint. The bathroom, to include the bedroom, flooded (we have pictures) unknown to us until my husband walked into the bedroom. I immediately called the number provided, was on hold for over 10 minutes but it kept telling me my que was #1 in line. My husband found that the toilet handle was stuck & immediately fixed but the rooms were already flooded to include downstairs room and outside the house. We lost count on how many people we spoke to, how many times we were told were going to call back and one individual even told us that we were on our own. No plumber, no nothing. We had to insist on somewhere to stay for the night and although they wanted to come fix the following day, we had a german shepherd dog that would end our vacation before it started because we would have to be in the house or take her with us. This was a weekend trip. Not until 2am were we put into a hotel that accommodated our dog and told we would be refunded after my husband told them staying there wasn't an option after the flooding and fiasco. We want our refund in it's entirety because we did NOT stay there. I was not calm, the unprofessionalism of being spoke to in the manner in which these people spoke was unforgivable. I am the customer, I planned a vacation and abided by all their rules. They had no back up plan for things like this that "do" happen and when something like this happens, don't spend your time pointing the finger. We weren't at fault for any of what happened, this is a house you rented to us and in good faith of a properly working home, we arrived to start our short vacation. This was nothing of a vacation & we should not be charged for the house that we had to vacate, it was inhabitable for the time period we paid nearly a month in advance for. Something needs to be done about their business plan on how to react & treat situations of this nature. We were alright with a plumber coming out that evening (it wouldn't interrupt our vacation), but none was offered. We reacted the same way anyone else would have in our situation and they should have put themselves in our position. Driving all evening, expecting relaxation but getting into this mess. What we're asking for is justified and the right thing to do.