Vacasa

We reserved a beach house on the coast, and then Oregon burst into flames. It isn't safe for us to make the trip because of the areas we'd have to travel through to get there and their only response is that since roads are open and the area we are going to isn't being evacuated that there is no refund or credit towards another rental. I am flabbergasted that this company thinks it is OK to drive through areas that are being evacuated just to get to a vacation. I hope they like keeping my money, because it is the last of it they will ever see.nnUpdate - with the air quality issues we again tried to get a credit for a future stay and were told no dice. The folks at Vacasa it seems are perfectly happy to have their guests out driving for hours in hazardous quality air instead of staying put indoors like every health expert recommends under these conditions.

We booked a vacation rental on VRBO that is managed by Vacasa. On Vacasa’s website, they go into great detail to list the ways in which they clean their properties during the Covid-19 pandemic. However, when arrived at our vacation rental property, it was clear the property had not been cleaned. There were bags of trash in the kitchen, dirty laundry on the floor from the previous renters and dirt on the floors and counters. Within a few moments of arriving, the cleaning team walked in. They explained they were running behind and told us to give them 2 hours to clean and said we would be receiving an $100 credit towards our stay. We agreed to leave and when we arrived back at the house, it looked somewhat clean, but it certainly was not deep cleaned to a level that Vacasa ensures and promises on their site. The refrigerator had food crumbs and liquids stuck to it. The bedding in the master suite had not been changed on- the comforter smelled strongly of cologne on one side, there were hairs all over the sheets, and there was makeup on the duvet cover. I had to strip the bed and wash everything myself which took 4 hours, because there was a load in the wash that the cleaners left, a load in the dryer and a load of wet towels on the top of the dryer- which I had to fold and cycle through myself. There was a trash bin full of rash left in the main floor bathroom and a used sponge left in the kitchen. In the master bedroom there was a used throw blanket in the clothes hamper that we didn’t feel safe or comfortable moving and none of the throw blankets in the house can be used because they have not been laundered and smell of other guests. Behind the bedside table in the master suite, there was a used Kleenex on the floor that we didn’t feel comfortable touching. The popcorn cleaner had not been cleaned out and there are crumbs in the kitchen drawers. I sent a message to the Vacasa staff through their app and did not receive a response. I then called Vacasa and the employee said, “what do you want us to do about it?” I explained that we should be compensated by refunding out cleaning deposit. She took my number and told me she would be calling me back after she spoke with “someone who can make that decision”. Though Vacasa is aware of my complaint, they remain unapologetic and unwilling to compensate us for this horrible experience.

September 2020nWe have rented the same beach house for the past six years; beginning last year, the owner switched to Vacasa.nThe house itself is great: good location and lay-out for our family (parents, two children and their spouses and two grandchildren).nUnfortunately, Vacasa has upped the nightly rental but has not maintained the house or kept it clean. Last year in one of the bedrooms, the window leaked above the bed and the sheets near the window were black with filth and wet. When I rented the house this past January, I discussed this issue with Vacasa and was assured the window would be fixed. Not fixed and soot and smoke came into the bedroom. I contacted Vacasa and they did come and seal the window from the outside with duct tape.nI dropped a few drops of water on the kitchen floor and used a paper towel to wipe up—I am not exaggerating when I report the paper towel was black when I looked at it. I spot wiped several more places on the kitchen floor and got the same result. When I talked to Vacasa about the window, I also said the kitchen floor was filthy. She actually said okay but didn’t say they’d address it then or even in the future. One of the blinds was down in a bedroom facing the street and we hung a blanket over the window. The carpet was filthy. The chairs at the dining room table are a vinyl that is cracking and flaking does badly, flakes come off on your hand when you touch them. There was only 5?DW soap pods, not enough TP and we had to go buy both. On our last day, cleaners came and said we were to have checked out by 10. I said we were checking out the following AM and offered to show her our reservation. She left and came back insisting we were to have checked out—I said no and she left and didn’t return. We paid about $2600 for six nights. I wish I could contact the owner to let her know directly the horrible job Vacasa is doing.

Selby Knoll Guesthouse, Lake Coeur d’AlenenThe only pan was not clean, with baked-on crud that hadn’t been scrubbed. The refrigerator made squeaking noises. There were ant traps out and so the owners knew the place was infested with ants. The only toilet was crawling with them. We took video and pictures and had to vacate the premises but they refused to give us a full refund and Vacasa did nothing to help us. It also took a week and a half to get a response, with me constantly calling.

Rented a beach suite in Oceanside. Liked it so much rented another trip while there, but found out during the same trip that the occupants of our future suite witnessed moldy windows and suffered allergies. We have a small family, with kids ages 2 and 6. Called customer service who initially refused to switch future rooms without housekeeping investigation (fair) but still offered to switch us out of the room. Good deal, I thought.nnI realize a few days later that both charges for same dates are now on my credit card. They applied the other room as a future credit and charged me twice without telling or asking me!nnI've sent multiple emails to no response or avail, and over 2.5 hours to get person on the phone before giving up. Wasted good 10 hours already with no reply or resolution. Do not use.