Sugar Mountain Vacation Rentals by Vacasa — Local services in Sugar Mountain

If I could give ZERO stars, that would be my option even in the negative numbers. I found I was explosed to MOLD last December. They never ever even as much as responded. We thought it was also all the pet hair and uncleaned blanket that smelled like detergent, BUT since staying here my year was all about respiratory issues even now a year later, I had not had an allergic reaction of such magnitude. It is January and I’m now recovering again. Still will not acknowledge there is even a person that deals with “specific areas”. My saga still continues for me they could care less. I’m immunocompromised, so I always check the home review sadly I should have gone through the usual rental compamny but hindsight is 20/20. *Skin rash within 3 days of being in the property IN A SNOW STORM UNABLE TO LEAVE DUE DO TO WINTER STORM. *My reactive Asthma which I had not had issues with went into full gear, I hadn’t had a reaction like it since the age of 12 years old *Face destroyed, unable to breathe, my kids also had a reaction so we had a limited supply of nebulizer medication we carry for emergency only mainly for kids. (I now have to carry an EpiPen since this happened *numerous doctors visit to try and help: allergist/immunologist/asthma doctor, primary doctor, delayed medical treatment due to facial issue, for a neurological condition mind you. My kids, service dog, and even husband had reactions and we’ve all had issues all year, this in a pet free home. (Before you say anything I have a soft coated wheaten terrier who doesn’t shed and is always kept clean due to my allergies and now his). *Dermatologist treatment for face, still ongoing *Double pneumonia (viral and bacterial) along with bronchitis 3 days in the hospital *Edema due to the inflammation causing my lymphatic system to basically stop again after a long battle that I was starting to win, no immune system, no defense. *Asthma attacks that I had to drive to urgent care for steroid, I wasn’t supposed to be on for long. Now I’m on a steroid inhaler *Due to low immune response and school starting I had RSV and went severely septic (lost of taste STILL a couple months later it’s still distorted, and after I was finally able to start growing my hair now it’s falling off SEPSIS aftermath). 3 days in the hospital and even more super strong antibiotics (the first few rounds had my immune system open to anything to this day a year and a month later). *Allergic reaction while in hospital due to body being unable to react well to what used to be a minor allergen (another reason for an EpiPen, but already had it thanks to the beginning of the reaction). Now all my allergies are exaggerated basically by my body. *3 weeks after leaving hospital from RSV I was diagnosed with influenza B, which just heads up, this is the bad one with all the body aches bells and whistles) *my medication has had to be late every single time this year for my neurological conditions due to my skin showing problems or I’ve been in the hospital and they have to wait at least one week, but the shortest period was two weeks, then 6 weeks late, then 4 weeks late, now I’m waiting for my dose which was due 3 weeks ago.

SHOULD HAVE SAVED THE $4200 I paid to have my immune system destroyed in a week. Thank you Vacasa you are THE most! (Not sure it’s clean for the internet comments so will not say what you’re the most at) But definitely not in communication and taking responsibility. Oh! And lying to my credit card company when your records show something completely different. Great job! RUN RUN RUN RUN RUN use other companies so many good ones that are so responsive is a breeze to work with them to fix them problem, you’re happy with less than two stars. Hmmm...

RUN!!! STAY AWAY FROM ANY VACASA RENTAL PROPERTY!!! If I could’ve give 0 stars, I would have. If you book through any third party app and get a confirmation from this company, CANCEL IMMEDIATELY and find a different rental group or individual property owner!

Our family of three (2 adults and our 2 year old) stayed in a mountain rental of theirs at the beginning of December 2022 and it was a total nightmare right from the beginning with the house and their customer service. We arrived to the home a few hours after our check-in time and the house was bitterly cold inside at 55° with it being about 20°outside. We thought that maybe the heat was left off by mistake. Wrong!

We had to heat the house the first night using the oven and the warmest it got was 63°. The next morning, the house was back down to 58°. We just had to leave the house and drive around to get ourselves and our toddler out of the cold.

The technician that came out told us they had been trying to get a professional HVAC company to the house for weeks to fix the issue. SO THEY RENTED US THE HOUSE IN THE WINTER KNOWING THERE WERE SIGNIFICANT HVAC ISSUES WITH THE HOME!!!

They brought us space heaters to “correct” the heating issue, which we were grateful for because we were freezing, but I can’t imagine that running multiple space heaters isn’t a huge safety concern. The breakers flipped in the house multiple times during our stay and made us very nervous the whole time.

The internet was also out when we arrived and could not be fixed until the next day. This is typically not a big deal for us in a rental, but we vacationed here to spend time as a family and watch Christmas movies together, but we couldn’t even do that our first night.

The “local management team” as the call center likes to say, is absolutely useless and nearly impossible to reach. I’ve called multiple times to speak about a full refund, which I feel is very reasonable given the circumstances during our stay. I spoke with a manager named Anthony once for a few minutes. He couldn’t care less about the issues we had and it was obvious in his tone, attitude, and lack of follow up with me as he promised to do. He was supposed to speak with his manager (Sam) and one of them were going to call me. I’ve yet to hear anything from either one of them after several weeks and multiple calls. Through the numerous calls I had to make, multiple representatives told me they would be calling back and I only ever had one person that followed through on that. Some of the worst customer service I’ve ever experienced.

I waited to post this review in hopes they would rectify the horrible experience we had at their property and with their company’s terrible customer service. I have zero confidence that will happen at this point so I proceeded with leaving my honest review.

As I said to start, RUN! I will never rent another property from them ever again. Worst vacation and “hospitality” experience we’ve ever had. Rent a place through anyone else other...

Beware of Vacasa Management Company – Horrible Experience

I recently had the most disappointing and stressful experience with Vacasa Management Company. I booked a cabin through Booking.com for a week-long Thanksgiving getaway with my family. Unfortunately, this trip turned into a nightmare and I feel compelled to share my experience so others can avoid a similar ordeal.

We had stayed at the same cabin a year ago, and during that visit, the property managed by Vacasa was far from clean—there were black hairs on the bed sheets, which was absolutely disgusting. This time, I decided to double-check everything in advance. I sent multiple emails to Vacasa, starting two weeks before our arrival, to ensure the cabin would be clean and ready. I also emphasized the importance of a working fireplace since it was Thanksgiving and meant a lot for our celebration. Each time, they assured me that everything was in perfect order.

After driving 13 hours from Florida, I received a call just one hour before check-in—on my birthday, no less—that the cabin had a broken window in master bedroom and a non-working fireplace. This was Thanksgiving weekend in the mountains, with freezing temperatures! To make matters worse, I have a child, and the broken window made the cabin unsafe and unsuitable for our stay.

I spent nearly four hours on the phone with Vacasa’s customer service, desperately seeking a solution. They couldn’t locate a manager to assist me—it was a Monday afternoon, which made this even more frustrating. Eventually, they offered me a few alternative cabins, none of which were comparable to what I had originally booked. These options were smaller, older, farther away, and cheaper, which felt like a slap in the face given the stress I was already enduring.

Vacasa refused to refund my money, even though the cabin they provided was unsafe, lacked promised amenities, and didn’t meet the standards of my booking. I had no choice but to cancel through Booking.com, losing my dream Thanksgiving and birthday celebration, along with countless hours of stress.

This company has zero care for its customers, no accountability and terrible service. They failed to offer a proper solution or even basic compensation for the disaster they caused.

Do yourself a favor and stay far away from Vacasa. They are untrustworthy and...