Im not the type to write negative reviews. As a business owner, I truly understand the value of reviews on social media and Google in particular. BUT, unfortunately, Vacasa has earned this review. This is the second time that we have unknowingly rented a Vacasa managed property and the second time that we have been terribly disappointed. Both properties were rented through Booking.com which gave us the impression that we were renting from owners.The first property was on Kiawah Island. We arrived to find a beautiful home, as described in the listing and that met the expectation set by the pictures. However, not one single outdoor light worked including the lights on the staircase, there was mold throughout the house, and the pool was not functional. Calls to the Vacasa Management about the outdoor lights were not answered. Someone came on the last day of our 7 day visit to fix the pool (obviously for the next tenant). We stopped by the office in Kiawah to give a formal complaint and NEVER received a phone call, voice mail, email, or letter to acknowledge our complaint.Two years later, we are now on Hilton Head Island. The pictures on Booking.com showed a beautiful condo with 3 BR and 3 Baths. NO MENTION of the unit being on a second floor up 4 flights of stairs and no elevator. We arrived with elderly parents who had difficulty navigating the stairs. Fortunately, they were not in a wheelchair. The first person we spoke to, Travis, was extremely understanding though there was nothing that he could do to move us to another unit. Expecting that the next day we might be able to move into a first floor unit as people moved out, he put in a work order for us and was extremely empathetic. Well, next day we get a very haughty call from Christine who was anything but customer service friendly. Basically playing the blame game as she talked about pictures that she was looking at which showed stairs. We are professional people and two of us reviewed the pictures and the description before deciding on this unit and there was no indication of this unit being on the second floor. Our experience on the island has always been in units that we walk right into so we never anticipated that this unit could be on the second floor. We know now to ask but it would seem that Vacasa should also be required to disclose? How would they handle a client who was in a wheelchair?Im sorry but after these two experiences, Id have to suggest to anyone considering Vacasa to manage their property and anyone considering renting a Vacasa managed property to BEWARE. This company has a long way to go in terms of basic customer service. They need to understand that when someone is paying money for a vacation rental that basic needs should be met. Make sure that lights on steep staircases work BEFORE you rent a property. Make sure that the property does NOT HAVE MOLD! And, make sure that your renter knows that the property is not ADA compliant. These are simple fixes. If I have these few complaints, there are likely many more who have not gotten around to writing a review. I can assure you that the next time I come across a VACASA managed property, I will keep looking and will not be renting from VACASA.

The property we rented had stains on the sheets, broken lights, broken tiles, dirty pool, etc. The property was no as described and wjen we tried to write a review for the property, it was not published so they filter their reviews to make it seem like their houses are immaculate in which case they are not. Do not use this service.

Great property, ZERO customer service follow-up.

Love it!! So sad to leave 😢 😞

Rented Fazio 29, they charged $135 cleaning fee and claimed to take extra time to clean due to COVID. They make you pick up the keys at their office and the property is about 11 minutes away. Well, we drove 5 hours to the island, picked up the envelope just to find out they forgot to put the keys inside. After getting to the house we had to go back to their office. Once inside, we noticed the house wasnt clean to any COVID standards. We took pictures and sent them. 1. Bathroom floors full of dust 2. Kitchen stove and counter dirty 3. Master comforter with multiple blood stains 4. Mold on shower plastic curtain. They arranged to come and clean. We took a 2 hour trip (while raining) to allow them to clean. Once we come back the areas or concern were untouched. No follow up for 4 days now. We ask for 2 things from any rental 1 - Easy check-in/ check-out and 2. Super clean place (charge any fee but CLEAN) We didnt get them with this company.

We had a five day beach rental. Had to call about a maintenance issue with the rental property, and they made sure it was taken care of with zero inconvenience to us. We appreciated just being able to enjoy our vacation.

Thank you for helping us with accommodation for our stay on Hilton Head Island. Captains Walk condo #438. Very homey and comfortable. Beautiful view. Once we downloaded your app, check in after hours was simple. We were held up in traffic due to 2 motor vehicle accidents. One request, placing the packages in alphabetical order may help speed up the search. I love the security of how you delivery the door code. Thanks again. I will definitely be using VACASA over and over again. 😊👌

They only do holton head island. Im in beaufort so they are of no use to me

The condo unit we stayed at was infested with ants that got into a package of cookies we had stored on a kitchen counter. There were also 3 large Palmetto bugs (roaches) and 2 German roaches during our stay of only 2 nights. We were contacted in an email/text to ask if all was okay after wed checked into the unit. I told them about 2 if the roaches bc at that point, they were the only ones we had encountered. We received no response. After we saw the other insects, we reached out to let them know. To this day, a month and a half later, I have not been responded to. It isnt possible on the scale to give 0 stars but 0 is what I would give them. I travel to Hilton Head Island a few times a year and now that I know about the poor practices of this company and their lack of customer service, I will not stay at any property managed by them nor will I recommend them to anyone.

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