Vacasa scammed us, it is the worst property manager I have ever dealt with. If you are reading this don’t rent any property managed by them. As a summary, when we got to our Airbnb there were people inside, and Vacasa were rud not unhelpful. At the end of the day, a 5-day vacation, turned into a 2-day vacation because of this nightmare (below more details).
First, when we got to our Airbnb (after having traveled hours), there were people inside our Airbnb. Vacasa shared the access key to the apartment and allowed other people to enter our “private” Airbnb. The listing said it was an entire property for us, but it in reality it was the second floor of a 2-story house and the people in the first floor had unrestricted access to our floor. We tried to contact Vacasa but they were unresponsive and it was nearly impossible to contact them to understand what was happening. Of course, due to safety and health issues, we decided not to stay at the Airbnb and, because close to none availability in the area, we had to book a night in a very expensive hotel to stay the night.
When we were able to contact them, they were rude, aggressive, not helpful, and misleading. At first, they just wanted to cancel the Airbnb and leave us to figure it out on our own when we were just a group of tourists that didn’t know how things worked at this remote island, and we were there with our families. Then, after hours and several conversations, they assured us they would fix everything the next day, but they didn’t. We stood at the hotel’s lobby waiting for a call that never came. We had to contact them again, and to our surprise nothing had happened. Again, we had to spend most of the day trying to get a response and waiting for them to “make up” their mistake. Finally, they agreed to make a full reimbursement of the Airbnb and to pay for 1 night at the hotel we stayed the night before. They literally asked us to wait at the lobby while they paid for the night at the hotel; however, after an hour or so a different person called to just tell us that they “just wanted to let us know that they were not going to pay for anything”; that person told us that the reimbursement had already been processed and that they won’t do anything further. We talked to them for other 2-3 hours but they refused to help. A 5-Day vacation turned into a 2-day vacation in which he had to spend more than double because of Vacasa’s fault.