Vacasa Headquarters - Portland, Oregon Reviews

Overall, customer sentiment toward Vacasa’s holiday home letting service is predominantly negative, with reviewers citing several issues with booking reliability, property misrepresentation, and poor customer support. Many describe experiences of last-minute cancellations, unaddressed maintenance concerns, and inadequate resolution processes. Only one review gives a notably positive account, reflecting a rare instance where the property met expectations. Criticisms around support, communication, and follow-through appear throughout the feedback.

Common themes include recurring complaints about absent amenities, unresponsive or unhelpful customer service, and disputes over refunds. Guests frequently mention that Vacasa representatives gave unsatisfactory explanations, did not resolve problems in a timely manner, or failed to honor policies. Refund processing and post-stay communications are sources of frustration for several customers. The only consistently positive aspect relates to cleanliness and the physical condition of one property.

Based on this set of reviews, Vacasa has a reputation in the United States, particularly in coastal and resort locations, for inconsistent service and unreliable post-booking support. While there are isolated cases of customer satisfaction, patterns of unresolved issues and lack of proactive communication overshadow positives. This feedback highlights a need for improvement in response protocols and guest care.

Vacasa operates as a holiday home letting agency managing short-term vacation rental properties. The company acts as an intermediary, facilitating reservations between property owners and guests for stays at privately owned homes, condos, and apartments in various locations. Bookings, property listings, and guest communications are handled through their online platform and partner travel sites.

Vacasa’s operational model includes advertising properties, coordinating reservations, and providing guest support during stays. The company is responsible for aspects such as listing accuracy, amenity descriptions, maintenance, and coordinating cleaning services. Property management procedures involve local teams, online guest inquiries, and a centralized booking and support system.