My husband and I have traveled extensively in the past year, mostly utilizing VRBO and Airbnb rentals. We have had wonderful experiences, except in one case, with a property managed by Vacasa. Here’s what we learned that may help others avoid travel problems. All of the other places we stayed were managed by the property owners. We found that owners had great pride of ownership in their homes and the rentals were clean and well-maintained. This Vacasa rental was run-down and dirty. When we had minor issues in properties managed by owners, they had local people on the spot within minutes to help us. To report this unacceptable, dirty rental, we had to call Vacasa's customer service center that was many miles from where we were. The people on the phone were sugary sweet, but didn't care much about our problem. It took nearly two hours to even get a call back from them. Dealing with owners directly, we found that people were honest and straightforward about total costs of the rental. Vacasa was sneaky about cleaning fees – not listing them in the property listing and not mentioning them at the time of the reservation – they just show up on your invoice, which you get in advance, so check it over carefully. Make sure if you rent a Vacasa property that there are at least 5 or 6 reviews of the property, posted on-line through VRBO or TripAdvisor. Vacasa does manage some nice properties, but it can be hard to tell from the pictures what the property is like. And if you get there and it is not as represented, you are out all of your money as Vacasa has a 30-day advance notice cancellation policy. If there are no reviews, you may be better off at a hotel where you can usually cancel within a few hours and still get your money back. Vacasa has multiple complaints against them on the BBB website (wish I’d checked there before we rented).
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