Vacasa Review

Wednesday, December 11th

2024 Vacation Rental Site Reviews

Vacasa

• 44,000+ properties in 35 US states, Central America
• "A+” rated and accredited by the BBB since 2014
• 24-hour customer support
• Premium Clean program with standardized cleaning guidelines based on CDC recommendations
• Virtual tours

Looking for the perfect vacation rental in the United States, Canada, Mexico, Belize, or Costa Rica? With over 44,000 homes spread across 35 U.S. states and several stunning destinations in Central America, Vacasa has you covered. However, if you're dreaming of a European getaway or a Caribbean paradise, you'll have to set your sights elsewhere. But hey, specialization can be a good thing, right? In theory, Vacasa focuses on what it knows best: delivering memorable vacations in the U.S.

Homeowner-focused property management

Vacasa's story began in 2009 after its founder struggled to find a trustworthy property manager for his vacation home. Determined to create a solution, Vacasa was born. Their local teams take care of the homes, aiming to "maximize revenue for homeowners." While this might not sound ideal for thrifty travelers, it does mean that Vacasa should have a laser focus on delivering excellent experiences for homeowners and guests alike.

Standard search and filter functions plus virtual tours

Vacasa's search functions are pretty standard. Simply type your desired location and travel dates into the search bar, and you're immediately presented with an overview of available properties, including average prices per night and essential information like occupancy. The filters allow you to customize your search based on preferences such as views, washer and dryer availability, and even whether the property is "snowbird friendly," or, in other words, available for long-term stays during the winter months. One standout feature of Vacasa is the ability to take virtual, 360-degree tours of their properties. This lets you get a feel for the space before committing to it.

Fees will make your heart sink

Vacasa's fees may raise an eyebrow or two. Vacasa charges property owners between 20% and 50% per booking, and those costs are inevitably passed on to you, the guest. The breakdown of fees isn't crystal clear, but brace yourself for a potentially hefty bill. For example, a 3-night booking in Maine costing $540 saw additional charges of $348.35, encompassing cleaning fees, a limited damage waiver, state taxes, and a booking fee. For a grand total of nearly $1,000, it's worth shopping around to see if other vacation rental services offer a more affordable option for your desired property.

Standardized cleaning guidelines in wake of COVID-19

What do you get for that hefty cleaning fee? Vacasa's Premium Clean program, launched after the outbreak of COVID-19, implements standardized cleaning guidelines based on CDC recommendations. According to their website, housekeepers are required to dedicate extra time to thorough cleaning, ensuring high-touch surfaces are disinfected. Employees who come into contact with someone with COVID-19 are barred from working. The pre-pandemic cleaning guidelines outlined on Vacasa's website were already pretty rigorous, too. We liked that the process is standardized so you should never have to wonder if your bedding was washed or if the hot tub was cleaned when staying in a Vacasa rental - it should be the same everywhere.

More lip service than customer service

Now, let's address the elephant in the room: whether Vacasa actually delivers on their promises. While Vacasa has an "A+” rating from the Better Business Bureau and has been accredited since 2014, many customers have voiced their discontent with Vacasa's management - and we find many of the issues in these complaints unacceptable in the first place, whether or not Vacasa followed up with the customer afterwards.

Shockingly descriptive complaints

Such complaints range from slow responses to maintenance requests, to dirty properties, and, shockingly, heating issues due to unpaid propane bills. This review says it all: "For a $12k mansion rental for my daughter's wedding, it was very disappointing. The house was not maintained properly with broken screen doors and porch lights that didn't work. Dead animal smell upstairs and mold in the tile grout. There was an inch of dust on the fan blades and theater room tv didn't work. We paid over $1,600 in fees for cleaning and we didn't receive a clean house ourselves!”

Property management companies: less of a personal touch?

There have also been grumbles about unexpected fees and charges for other services without corresponding value: one disgruntled customer lost his wedding band at a property and was charged an extra fee for Vacasa to search for it, but was made to feel like he was low-priority and no empathy was expressed for his situation. It could be that property management companies may not be the best choice for vacation home rentals. When you communicate directly with the owners, they may feel a greater sense of ownership and accountability for your experience. We have the impression that Vacasa is run by individuals who dislike their jobs and are only in it for the paycheck. After all, what's one more unhappy customer among thousands when you're clocking out at 5pm anyway?

Flexibility for me, not for thee

Vacasa's return policy does not inspire faith, either. If you accidentally book or have a change of heart, you have a 24-hour window to cancel and receive a full refund. (However, this exemption doesn't apply to last-minute bookings made the day before your trip.) After those initial 24 hours, canceling within 30 days of check-in will only grant you a partial refund, leaving behind your booking fee and tax money. And in some states, you'll need to cancel a whopping 60 days in advance. It seems Vacasa expects flexibility from its guests but may not extend the same courtesy in return, given some customers reported their bookings were canceled last-minute with no explanation offered. Vacasa also did not offer to cover the difference for a replacement rental.

Avoid Vacasa

In summary, Vacasa offers a "just okay” selection of vacation rentals across most of the United States and Central America, but their customer reviews raise concerns about maintenance, cleanliness, and higher-than-appropriate fees for the quality of the service delivered. Their cancellation policies are more rigid than other services we have reviewed, earning Vacasa a lower-than-average ranking among vacation rental sites.