Sugar Mountain Vacation Rentals by Vacasa

"I have stayed in countless Hotels, Motels, Air BnBs and VRBOs in my life. After a verification portal that does not work, neglecting my elderly mother, vomit streaks of food chunks on the toilet from the prvious tenant, food stains on the wall and curtain, lying to me and the general manager about cleaning, a manager raising their voice and interrupting me, the day cleaning crew leaving the door unlocked and wide open, dirtying our clean towels and not leaving more clean ones, spending over 6 hours of time on the phone with 9 different representatives, the previous tenant's semen caked on the comforter, all while declining any reimbursement for endangering my family and their health, my experience with Vacasa was hands down the worst experience with a rental I have ever had in my life. For the safety and security of my family, as well as others, I can only feel a moral obligation that I spread the word of my experience to ensure no one else has to endure what we went through."

"As we have used various rental platforms traveling around the world, we have never encountered as many problems, as we have had using Vacasa. First, this is not a hotel property, they are condominiums. So, there are no desk services. Upon arrival, unit number was not included in text information. So, we went to an obvious Vacasa rental. Gained entry with text code, and to our mortification it was not our rental. Relieved that no one was there, but later thinking how many problems that this could cause! Contacted Vacasa for appropriate rental unit, and then did receive an email with all information. Again to our mortification there was construction happening above us. These things have to happen at sometime, but a notification would have been appreciated. Again contacted Vacasa, and they acted ignorant of the situation. As a contractor, we know that these services have to be reported to the associations and permits have to be pulled. Furthermore, the porch that “boasts mountain views” was completely ruined with construction debris and there was scaffolding as our view. This too was reported, along with the fireplace not working. Vacasa did not fix, and only follow up on mid Sunday; day before check out! The rental was not thoroughly cleaned, water filter needed to be changed. There were no toiletries provided, as included in info and there were a good deal of steps to lower level, not included in info. With Vacasa you are signing rental agreements to up hold your end, and ours was a non refundable. So, no assurance is provided to the renter, when you don’t get what you paid for!"

"1/20/24 to 1/27/24 Property: Excellent, super comfortable. Cleaning and customer service: Very bad. We had to wait to check in until 6:30 waiting for the cleaning, they never came. After a 13 hour trip and with a small child I had to come to clean up another's mess and they sent me to wash themselves at 8 the night bedding, sheets and corks for 8 people to be able to sleep and the towels the next day because they never came. Super bad experience with Vacasa. Bad service and bad attention."

"We stayed 1/1 - 1/6. This is a hit/miss rental agency. If you’re lucky enough to get a clean rental with everything working then good. You could also get a filthy one that you need to finish cleaning yourself even though the “cleaning company” was still there after you arrived for your scheduled check-in time. One of our cars arrived around 4 PM (our scheduled check in time) we sent them ahead because we had a 2 month old infant with us and we wanted to make sure everything was set because it was 20° outside. At 4 PM the cleaners had just gotten there. No communication from Vacasa to relay the delay to our check in. The second car arrived shortly after and had to feed the infant in the car so they could finish cleaning. I am not sure how it takes 45 minutes to strip the sheets and wipe the counters and floors down because that’s all the cleaners did. We ended up being delivered towels later in the day and had to make all the beds our selves. The house was in poor condition and half way through our visit the internet stopped working. We washed all the dishes before use because they were filthy. We tried multiple times to contact Vacasa but the local representative never responded. Corporate did send out a boilerplate response to us one time but nothing came of it. We are still waiting to hear back. If you haven’t booked already then consider using another company other than the Vacasa in this area. It seems the management in this area is quite incompetent because this is not the first time it has happened to us but they seem to have a majority of the rentals on sugar mountain."

"Drove 2 and a half hours to find a cabin that was $471 for two nights was never cleaned. Had to drive back home totaling over 5 hours. No compensation for this huge inconvenience other than an eventual refund. Won’t book through Vacasa again. Thanks for wasting our time."