Rubbish management company that's gotten even worse since it was acquired by Casago in May 2025. Our family owns a condo in Kihei, and Vacasa took over as the management company post-COVID. We've owned this property for over 10 years, and since Vacasa took over it's been getting progressively worse in terms of service response and quality. This trip, as luck would have it, we returned home after supper at 8:30pm to find that the battery on the punchcode doorlock was dead. We're literally locked out. Of course our reservation info is locked inside. Called Vacasa 24/7 assistance. What a ridiculous experience! For 10 minutes we got told repeatedly that a) they don't manage our condo (who tf we paying fees to then?!?), b) there have been no reservations under this name since 2023 (we come annually), and c) they only manage 2 condos in our complex (we personally know more than 2 families in this complex who use Vacasa). What. The. Hell?? We knew it was getting bad, but damn. How can this information be straight-up AWOL from the system? So once they finally located our info, it magically appeared somehow, we were asked to wait for a call back. It took nearly an hour to get a return call. Can I imagine this happening to our guests? Oh yes I can. We'll be ditching Vacasa ASAP, like so many others before us. We were becoming increasingly dissatisfied with other aspects of the company, such as bookings and maintenance issues, but this takes the cake. Once we did get a call back, a friendly fellow came to assist and replaced the battery within 20 minutes of the return call. That second star is all his. The phone rep Mia was also kind although the experience was still very frustrating. I can only imagine what it's like to be a Vacasa employee and taking the brunt of the abuse for management incompetence. I hope both these kind folks find a more worthy employer soon. read more

My love and I booked a vacation on VRBO and selected a condo in Waikoloa Village managed by Vacasa Hawaii. Since our flight was arriving in Kona at 10:30 a.m., and the check-in was listed at 4:00 p.m. or later, I wrote a polite email to inquire whether we could check in as early as 1:30 p.m. as we had luggage in our rental vehicle and wanted to begin our vacation with eager anticipation. I also asked vacasa if I could arrange a floral delivery that would be delivered in advance in our unit to greet my love upon our arrival to make things extra special for her. Both the early check-in and the floral delivery request was summarily denied. I then wrote to vacasa again and let them know I was not expecting this sort of reply. I politely asked if we could drop our luggage and have it locked in some sort of room or in the unit while we waited around for their 4:00 p.m. or later check in that they were adamant about. Amazingly, vacasa denied our request to leave our luggage even though I specifically informed them I thought it was a security risk to have all of our vacation luggage in our vehicle and unattended while we killed time at a beach etc. As a result of their inhospitable and completely unhelpful demeanor I promptly canceled the reservation. They refunded my initial deposit. That much is good but I wanted to let everyone know never to use this company. I can't believe basic hospitality is something vacasa will not provide. This is a nationwide company and Hawaii is a premier vacation destination. You can do better! Avoid vacasa at all costs! read more

UPDATE: I left the same review on Vacasa's app and it was removed. Don't trust the reviews on the app. If I could give zero stars I would. We rented a condo through Vacasa at Kona Bali Kai and there was a roach infestation. Roaches in the beds, bathrooms, kitchen, kitchen cabinets- everywhere. And it's not just the one unit. Step outside- roaches the size of your hand. Everywhere. We promptly notified both Kona Bali Kai and Vacasa but both were unhelpful- but Vacasa was dishonest. First they said they were trying to find out other accommodations which we stupidly trusted for days before we finally wised up and left on our own. Then they lied and said a pest control team came out when Kona Bali Kai said it was their maintenance team. When I requested the license number of the "pest control team" they backtracked and said they didn't have the info AND they said we were refunded money. What money?! What money Vacasa?! Attaching pictures but this is only 8 a few of them and doesn't show the huge adult and baby roaches that we killed and threw away immediately before we realized Vacasa was full of liars or the ones that got away before we could take pictures read more

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Booked 6-8 months in advance and they called me two weeks prior to traveling to Hawaii to advise that thier rental was damaged. According to reviews I see this is a common occurrence. We had to scramble two weeks before a large trip with a large group to get a place. Luckily we did. Vacasa offer me 25% additional for the troubles but considering we only had two weeks left to get something. It was not easy within that small additional budget. We went by the place when there and outside looked terrible and not like the photos (wasn't new damage) read more

We had multiple issues during our stay and Vacasa was limited in their helpfulness. First, the toilet did not work for the first day of our stay so we had to go find a different bathroom every day. They did not respond for a while and then we were surprised by workers in the unit. They fixed the toilet but used our towels and left the bathroom really dirty so we had to clean the bathroom and do laundry following their fix. The workers also used kitchen items to fix said toilet and then tossed them in our sink to clean. On top of all of this, our dishwasher did not work the entire stay without any fix offered by management. When we expressed discontent, the management team took no actions. Unit was very dusty and air conditioning did not keep up. I'd look for somewhere else to stay at Hanalei Bay resort with a more responsive management company in the future. We felt our money was wasted on what we received. read more

We stayed at a Vacasa property, The Wave Crest on Molokai. The customer service was awful, trying to get Vacasa on the phone, email and text, horrible. Do yourself a favor and don't book a trip stay with Vacasa. read more

Vacas is the most incompetent and unethical company we have ever encountered. Our family booked with you last year as did the rest of our party. We had intended to celebrate a 40th birthday on Maui with our friends. We booked well in advance, yet the DAY after our final payment was made, we received a notice informing us our unit "may" be under construction. Convenient timing......After that we went through the endless chain of calls, emails and the assurance of return calls from you that NEVER came to be. You have given us NO answers after endless questions. Here we are days before our flight and you tell us you do not have a unit for us with a balcony and we are now forced to move to another location. How dare you play with our time, money and patience in such an unprofessional careless way. read more

Had items to use in the outdoor storage which was nice. Found some bedbugs and when I called for this issue they said that they would come check the room or possibly reimburse some of the cost. They never did anything and did not answer us when we continued to try to contact them after days of trying. A picture was sent to customer service and they argued the animal found was not a bedbug, but it clearly was. Regardless of what it is, it's still bugs on a bed! There was No AC and pool is not heated which isn't bad but just an fyi. Water would not heat when it came to showering. read more

Vacasa Hawaii - Bugs on the bed! - Property Management Near Me - Lahaina, Hawaii

Nice newly renovated properties. Right on the main road opposite to the Kamole beach. The management team is in building A. Apartment - The apartment was clean. The only problem we faced was their policy. They just keep 1 standard starter kit for all guests irrespective of how long their stay is. We stayed for 11 days and everything in the apartment got over as they had just provided very few soaps, tissue papers etc. Call them if you have any questions regarding the property you book - They usually responded to me within 24 hours. But overall I liked the apartment. It was clean, safe and priced decently. Def recommend it. read more

They need to seriously up their cleaning skills. Our condo wasn't filthy, but it was far from as clean as it should be. There were old, moldy French fries in the pan drawer of the stove, there were dirty dishes and silverware put away in the cabinets, we found a bag of dirty towels shoved under the bed, and they don't move anything when they dust, they just wipe around everything. There is a broom, but no dust pan. There's a vacuum, but the dust cup was stuffed full. Shouldn't the cleaners be cleaning things like that? The result is that you have to re-clean everything yourself, which you can't do until you go out to buy cleaning products, because there weren't any here. What are they charging a cleaning fee for? I love that they claim to be taking extra cleaning measures during COVID. No, they aren't. read more

In March we booked a rental condo on Maui for 5 nights in July for our first ever family vacation. Over the 3 months from when we booked, my kids got very excited to stay there and swim with the turtles that live in the bay directly behind the condo. The day before our rental was to start, we got the email with the lockbox info for the condo. We flew to Maui and literally on the car ride from the airport to the condo, just hours before check in time, Vacasa canceled the reservation on us, saying there was a pest problem that couldn't be remedied. They didn't have a comparable rental to put us in and they left us high and dry. This was so shamefully awful and reprehensible that I would never, ever in a million years recommend this company to anyone. read more

They are a total scam. We rented from them and the house was falling apart. After writing a negative review they deleted it from their website. Do not ever rent from them or let them do a property management read more

There is no hot water. Either 1 person got hot water and the rest got nothing. The beds are hard as rocks and my back hurt every night. I will never rent from this place again. read more

Ok for those who are negative on Vacasa you obviously do not read the property listing properly. Deceptive prices? Far from that... Vacasa is a very honest and great company. I do not work for them by the way. I just left a property I stayed with them this weekend. See pics below! I have used them many times and they are completely upfront with a total price before processing your payment! The surprise total price people get, is because people do not understand what they are looking at. It has nothing to do with Vacasa! All property management companies give you property price BEFORE taxes, state fees, and cleaning and resort fees. This is very common ! Because the fees change for every property based on the size of property you are reserving. 1 bedroom 2 bedrooms, etc. So if a property says $225 a night you have to add state and GE tax and cleaning and resort fees depending on location AFTER proceeding to booking. The property managers cannot control this! Read the total and realize the cost BEFORE booking or blaming the management. Booking.com etc must follow same regulations. Complaining about the laws of each state and it's tax laws is actually people not taking the time to understand the laws of renting a property from a management company. Vacasa is renting you a personally OWNED property. Not a hotel room. The confusion comes because people compare hotel fees to condo fees etc. A hotel owns the property so they will bill you differently. They do not show cleaning fees. Nor do they many times show you the resort fee. They hide it in the price. But all the fees are still there. In fact, any hotel/ resort who has individual owners on the property will 90% of the time charge you more if you book through them then the owner through Vacasa or companies like them! Vacasa will save you a ton $$ over many hotel prices at the same resort! Now on individul home rentals, Vacasa as any property company again is at the mercy of the owner rental price plus the extra fees outside State and Cleaning, GE taxes. So do not rent from that owner. But blaming Vacasa is just ignorant to understanding how property management works. Vacasa has got me sensational deals for years at multiple properties. In fact, I just saved over $ 200 a night through Vacasa over the actual resort front desk prices at Maui location Mahana this labor day weekend !! See a few photos below! Beachfront property from Vacasa! Education helps people from losing money and understanding the process. read more

Vacasa Hawaii - View from Condo in Maui Thank you Vacasa - Property Management Near Me - Lahaina, Hawaii

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In this instance giving a 1 star is to much! Had reservations during the wildfire with government agencies asking visitors to stay away we obliged out of respect for the people and their suffering. VACASA refuses to refund or give a credit for a later date. Terrible management - Don't Book Here! read more

DO NOT BOOK WITH THEM Let me give you a break down of the good and bad about this place. The good: - Great location, you can walk to Lahaina and have access to shops and restaurants, as well as a supermarket 8 minutes walk and the amazing baby beach 12minutes walk. - The apartment and complex is good, the pool is nice despite having so much chlorine that you can't see your feet - you have everything you need to accommodate a child, high chair, pack and play which was very helpful. As well as glacière, beach chairs, umbrella. The bad: -Upon arrival I was not told on which building the apartment was. With 4 luggages, a car seat, a stroller and a one year baby, I had to go all over the complex in order to find the unit. Keep in mind that each building has a name and it would have been so much easier if the host would have disclose the name of the building. - once arrived, the wifi provided on the check in email didn't exist. I looked on different device and nothing. I contacted the host that responded immediately that I should call customer service. I did call 5 times and waited over 1 hour each time but nobody ever picked up. The host responded quick to my first message on Airbnb in order to not lose their response time average but all my further messages were completely ignored and I spend the rest of my vacations without any wifi. And réception in Hawaii isn't the best. - We found dirty clothes and other things under the bed that weren't ours. -The pool requiere wristband that weren't provided to us. - Parking is $20/day on the property but please know that parking on the street is free (but limited) and a $15/ night parking is across the street read more

This company lacks integrity, they do not have the amenities that were advertised, and they do not care about the guest experience. I would not recommend using this company's properties for your vacation, as IF there is an issue with the space, they do not satisfactorily take care of the guest! Disappointed Guest! read more

I live in Kona Bali Kai, and I'm the owner and full-time occupant of one of the units. The neighbors above me rent out their condo but live in Portland, Oregon and own a coffee shop there. They came here about 5 months ago to do something to their condo, where they don't live, and made so much noise I had to approach them and ask them to try to keep it down. Since then, they and the staff and locals with local license plates that are friends of theirs have targeted me and centered their harassment around making noise above my head, always if I accidentally bump a wall or walk across one of the sagging spots in the floor that cause the tiniest of shakes but that I can't get away with, and sometimes randomly as loud as they can, with 6 or more people gathering in their maximum 2 occupancy studio condo, but every, single day. They literally always have someone up there; I can hear them moving around too, obviously. I am so desperate, and the local police are not taking my side for anything, even though I'm by myself and they have a lot of backup. I have only been here a year and a half, and yet I have to sell my place, even though I know it will be taxed higher and therefore has less value. If anyone knows how to help, Please email me at danXxXblan@gmail.com. Thank you. Oh yeah, the point of this whole thing: Vacasa knows the maximum occupancy of these units, and absolutely has knowledge of the many strange happenings going on, even if they are not directly responsible, and therefore are very culpable. Maybe you won't get harassed almost to the point of suicide like I did, but is it worth it to risk it? Thanks for reading. read more

Zero customer service! Arrived and safe in room didn't work, needed batteries. 4 days later no batteries delivered. TV remote didn't work and requested batteries, 2 days later no batteries. AC unit in our condo is very old and very loud and doesn't provide any cold air for the bedroom on the opposite side of the unit. read more

this is for Vacasa condo address: 3723 Lower Honoapiilani Hwy unit 104, Lahaina, HI, 96761 The location is perfect. The room looked cute on the pictures. Upon our arrival (10pm approximately) My wife entered the room and discovered a flood in the unit. The water was up to her ankles. I then entered the room and saw the water was coming from a water filter hose that was attached to the wall next to the fridge. Luckily I know a thing or two about plumbing. I turned off the water valve and placed the filter in the sink. I then started to walk around the entire room and noticed that the water had reached the bathroom, the hallways, the living room, the bedroom, the water heater, I mean water was everywhere!!! I started picking up all the electrical items and placing them in safe dry areas to avoid water damage. The whole time my wife is on the phone with the management office letting them know what happened. I got a broom from the closet and started sweeping the water out into the patio. I swept out gallons & gallons of water. You would think the owner would've been appreciative. Most people would have turned around and not dealt with the situation. It took about an hour for the maintenance people to arrive. Once these two men arrived and started vacuuming, pumping the water out, they did apologize and were thankful that I acted promptly in remediating the situation. The room felt very humid, moist, you can certainly smell the wetness. We asked the maintenance team to relocate us because we didn't feel comfortable staying there. The two maintenance man in the room said," it shouldn't be that bad, everything is under control.Tomorrow we will bring some fans to dry it out and that will solve the problem". He said that it will be hard to relocate us because everything was booked(as the maintenance guy was talking to the manager of the property Alex and was relaying the information to us). He advised us to wait for the next day. I settle for what he told us , we've been traveling (flying/driving), lack of sleep,frustration and exhausted from all the water we swept out.I told him I was uncomfortable staying in the room. He said that the next day they will accommodate us better and that fanning the room will solve the problem. We gave the maintenance guys, our cell phone numbers, told them to let us know what time they will be coming in. He said they will come in after 10 AM. They did not tell us they were coming back in the evening and to our surprise, when my wife and I were in our patio (2 girls), we went inside and got so scared to see a man in our room. We felt violated. It is the management office responsibility to communicate with us in advance of entering our room. It is the management office responsibility to relocate us if we were in a hazardous room. They lied to us and misled us by making us feel that the situation was under control. We were forced to move out the third day. We had to cancel all of our tours we had planned and on top of that the new room was not even ready when we arrive. We wasted a whole day. Just dealing with this . Upon our return to pack out things and go, The remediation company was already there. They did not tell us they were gonna enter, we were surprised again to find two strange men in our rooms without notice. The remediation company that showed up showed us the levels of wetness on the walls and floors. The remediation men were told by the ownership that the Damage wasn't that much. I don't understand why the owners will lie to them. Luckily, we were there to tell them everything. The water meter reader read that the entire walls in the living room, kitchen, bathroom, were wet. The water had raised up to about. 6/7inches high . We told the remediation men that the water was up to our ankles. Truly, the damage would have been a lot worse if we hadn't turn off the water valve and swept the water out. Vacasa have not apologized or given us a thank you. Vacasa said they were only going to reimburse us one day of the stay and waive the cleaning fees(we stayed at this location for 2 nights and 3 days). Is this reasonable???? I'm in disbelief in how this was handled. The owners advised us that we chose to stay ,not keeping in mind that we were misled by the maintenance guys ,telling us that everything was under control and that the water damage was NOT bad at all. It is their responsibility to relocate us when they have given us a hazardous room. This could have been handled more amicably, instead Dylan the manager for Vacasa encouraged me to write a review and take action legally. read more

Loud construction all day, bad appliances, lax management. Not peaceful, loud and annoying all day.

I stayed at Aston Kaanapali resort. Booked through Vacasa. Big mistake. Our stay in Maui for one Month. I have pictures of the Nasty place. The carpet is horrible smells like a old motel in a bad neighborhood. I called having I outright fix telling Gina this carpet is unacceptable, she sent someone to clean it. How do you clean carpet that is old& nasty, you can't it didn't look or smell any better. Curtains torn, every about this place is horrible. Plus my husband has breathing problems. Thank GOD I bought my own sheets, towels because the bed smelled very bad. I want the pictures to speak for me. Please do not stay at a Vacasa property they are not managed good at all. Other owners in the Aston Kaanapali resort talked with us about Vacasa. read more

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Terrible company. Canceled my reservation on Molokai 5 minutes before check in during Christmas. No phone call, just an email stating that they canceled due to property being uninhabitable. They didn't try to find somewhere else for us to stay. Anyone staying on Molokai understands there are limited options on the island. We had to pay over $1000 more to secure a place to stay. There were 10 of us totally in our group and everyone was staying at hotel Molokai. The hotel was able to get us a room and they discounted it for us. I have nothing but nice things to say the employees at Hotel Molokai. The room was significantly more that what we booked from Vacasa. After 6 phone calls I still didn't get resolution and had to call air bnb to actually cancel the reservation and refund me. Vacasa didn't even notify air bnb of the cancellation. This company is a scam and I would. It recommend booking any property though them. read more

This company practices deceptive pricing on the hotel reservation platforms. I booked a 3 night stay on Maui at one of the properties managed by Vacasa. It was advertised as $183 a night. After going to the effort to compare, research, etc.. I did choose a room. Of course then the charges are added. There was an item - "Mandatory" fee of $378. Since the property is a vacation condo, and the amount was so excessive, I assumed this was a deposit, which I would get back if no damage occurred. Nope! That means the REAL nightly price was $309!!! I have also complained to Hotels.com for allowing this sort of ridiculous price deception. (The resort also dipped into my pocket by another $180!) BUT I want to let everyone who reads reviews, to know - do not book through VACASA. read more

Accidentally left some of my clothes in the room after I left. I called a few days later, they said they would get back to me. Never did. I called multiple times after and again they said they would get back to me again, haven't yet. Hundreds of dollars of clothes magically disappeared when they were all in one drawer. No one has helped or guided me. There were other issues with the place itself, not ever going back. read more

Our condo had no water. Vacasa had been informed there was going to be a scheduled maintenance, but didn't tell us, and then lied about it. They then promised us a one night refund, and went back on that. Then they were just rude and uncooperative. Don't book with them. read more

Do not work with this company as a customer or property owner. The way they have managed the COVID crisis is baffling. Not refunding customers, even if they cannot travel due to federal and state guidelines. This isn't an "oh I changed my mind situation", customers cannot come! I understand it's painful to take the refund hit, but if you do the right thing you will see that customer/partner again. I'm embarrassed for them and the way they have responded, while other property management and hotels etc have managed through the crisis well. Vacasa also operates outside of Hawaii so beware elsewhere too. read more

Never get involved with this company. They are crooks for both customers and homeowners. Once homeowners sign the vacation rental management agreement, you can never terminate the contract even after you sell your property. New owner is obliged to use Vacasa and let them manage until the last date of all future reservations at the time of you notified them to terminate. If you don't honor to them, you are obliged to pay the total of all future nightly rents, even Vacasa received only deposit at that time. I was deceived by a sales rep saying the contract can be terminated any time. The contract says the word "honor" the reservation, very vague and misleading. The above matter was not specifically written. Their maintenance service was awful. We found broken door, walls, and light fixture keeping the room dark not changing the total 11 light bulbs at one time. I was surprised the customer didn't complain it? Obviously, they neglected the maintenance. For the customers, they never return the money for cancellations. They only credit it for future use. You can find many customer complaints with Vacasa in many sites. read more

Please do not stay at any property managed by Vacasa in Maui Hawaii. Their pictures do not indicate the real story. I got there and the place was filthy. stains and dirt everywhere from the curtains, to the windows to the bathroom and the carpet. They promised to give me half my money back and only gave me a small portion. It was disgusting and ruined our vacation. We stayed at 3350 Lower Honoapiilani Rd, Lahaina Hi 96971. read more

Luckily I didn't follow through with my reservation through Vacasa. I reserved a condo in Maui through Airbnb where Vacasa was the vacation rental company. They misrepresent their vacation rentals. I emailed Vacasa twice and they NEVER responded. So, I found the number to the Vacasa office in Maui and was redirected to the Oregon based office. I asked the customer service rep to pull up my email so we could go over my questions together. She couldn't do that because she said they have a total different center that takes care of emails. APPARENTLY they don't because it has been 3 days and NOBODY RESPONDED TO MY EMAIL. SCAM in my opinion. So, the customer service rep had to call the condo resort in Maui to get the answers to my questions/concerns. She was unable to remedy a problem that I knew was going to happen if I were to follow through with my reservation to stay at the condo I was looking at in Maui. Example: I was requesting more towels for my visit as our stay was 8 days. She told me that they couldn't do that and that towels weren't even guaranteed in the condo! I stated that the condo ad said there was a private w/d. I told her I didn't see it in the pics. She said the condo resort rep told her that it was a 5 minute walk from where we would have been located maybe, but they couldn't confirm. NO THANKS. There were some other concerns I had before I was going to solidly book this condo, but her answers helped clarify for me that WE WOULD NOT BE BOOKING ANYTHING EVER THROUGH VACASA. I called Airbnb to express my concerns and they didn't follow through either. LONG STORY SHORT- Don't ever book through this company. Do your research before paying! read more

Vacasa manages our property. The cleaning fees are very high; the garbage can inside lid was dirty. There was a used sucker stick stuck to the table, mirrors werent cleaned and a dirty sock under the bed. The highest cleaning fees ever charged for an amateur job. read more

Vacasa's West Maui office is worse than you can imagine. It seems that other reviewers agree. I have worked with several Vacasa offices and this was definitely the worst. They simply don't care about anything. Numerous guests who rented my condo contacted Vacasa during their stays with legitimate issues such as wifi not working and Vacasa doesn't even respond to them. It's unbelievable. Vacasa also does a very poor job of cleaning and maintaining the properties they manage. Guests who complained of finding full prescription bottles under the coffee table, used candy wrappers in the sofa bed, hair and sand everywhere, dirty linens, etc. When I would contact Vacasa about these issues, I usually didn't get a response but if I did, it was total indifference. When I terminated the management contract, they made the process very difficult with their pettiness and total lack of professionalism. I should also mention that everything goes thru their Portland, OR office, not the local office. It's totally nonsensical. For instance, if a guest has an issue, they must contact the Portland office for assistance, not the local office located two blocks away. Similarly, the description of my condo for marketing purposes was written by someone in the Philippines who had never been to the area and provided a totally inaccurate description. I am just so thankful to be done with this company. read more

We stayed in a property managed by Vacasa and it ruined our holiday. The unit was fairly expensive in comparison to like units in the same building which were exactly the same size and had the same view. The place was old, dingy, dirty and unkempt. I took a number of pictures and sent it to Vacasa but did not get a reply. Be careful of rentals managed by this company read more

I booked a VRBO rental property on the Big Island of Hawaii listed by Vacasa. They were non-responsive to my question asking if the sofa in an extra in-law suite was a sofa bed or not. Vacasa never responded to my question. I continued with the booking anyway. I then decided to add (1) additional day to our stay and with in my VRBO reservation I requested Vacasa to modify our reservation by adding (1) additional day, of which there were many days still available making it still possible. Vacasa never responded to my request. I called the Vacasa phone number and an auto answer service came on and I was on hold for 1 hour and no one ever answered the phone. Because they were non-responsive to any message I sent to them and never answered the phone I became concerned that should we have any problems with the home during our stay that we would be left to deal with it ourselves foreseeing Vacasa may still be unresponsive should any issues arise or worse yet that it may be a scam and there would be no house available when we arrived. I requested Vacasa cancel our reservation and they were non-responsive to our request and I ended up having to file a claim with VRBO to get their assistance with canceling our reservation. I then reserved another property making sure it was not managed by Vacasa. Buyer Beware. I will never book a property listed by them again. read more