Key West Vacation Rentals and Condos by Vacasa

I rented an apartment at Sunrise Suites and the washing machine was broken and nobody showed up to fix it. I don't recommend Vacasa.

Overall experience was good. However, the building was undergoing remedial structural construction and the noise was very loud on weekdays. This had been going on in the building for months. We were not made aware of this at time of booking nor check in. VACASA did give us a one night credit for the inconvenience.

**edit** our dog now has an entirely inflamed hindquarters and belly after having stayed at this rental. We’ve sent emails and pictures. But much like others, it seems all we’re gonna get are some placating emails and an empty promise of someone being able to help.

We rented with them in one of their Key Colony Beach locations for the week of Thanksgiving. First thing we noticed was a ‘for sale’ sign in the driveway. I get it, ya gotta do what makes financial sense, but a heads up would have been cool. Also, next door is a construction site. The construction had to have started recently, but again a head’s up would have been appreciated. Said construction workers used the trash cans belonging to the rental we were using. The ice machine was broken and didn’t work (however it did empty into the box in the freezer) and the ice that was made had stuff in it that melted into the water. The microwave stove light didn’t work. The house reeked of cigarettes (including the bedding, the towels, everything in the closets). There was no curtain provided for the room that leads to the back yard, and that whole wall is glass. The pillows outside on the furniture were filthy. The couch inside the house was old, filthy, and literally flea-ridden. The cushions were all ripped and had no support. The dinner table was sticky. There were chicken chunks in the dishwasher. The bunk bed in the second bedroom is scratched, has a sticky goo on it, and the top bunk’s box spring’s fabric is ripped and falling. There was candy that fell from the top bunk. The extra blankets smelled musty and of mildew. There are scratches and cracks in the walls throughout the living room and kitchen. One of the box fans (while a genius thing to offer) does not work. The outlet on the wall with the tv comes completely out of the wall when you pull a plug from it. They provided 1 roll of paper towels (very cheap and poor quality), 3 trash bags, and 4 rolls of very cheap toilet paper. They provided 4 towels for 3 people (the rest were in the closet mentioned earlier and reeked of cigarette smoke). We had reached out several times, the individual who responded picked and chose what they responded to, not all of the issues or questions. They invited us to email pictures of the pre-existing damages (we didn’t add any, I’m just saying). But other than that, they didn’t respond to much. Oh, and not all of the locks work on the front door.

I'd actually give it a -5 stars if I could! we had planned for this almost 6 months in advance. We had booked and paid for a condo through Vacasa. everything was good as we drove halfway to Key West. another friend was flying in.

Then I got an email from Vacasa the afternoon before check in! They cancelled us because the condo was under construction and wouldn't be finished in time. Total disbelief!!! They had nothing close to a replacement unit or hotel!!! NOTHING!! All we got was sorry but we will refund your money! THE AFTERNOON BEFORE CHECK IN!!!

SERIOUSLY, WHAT REPUTABLE COMPANY DOES THIS???

DO NOT USE VACASA IN KEY WEST EVER!

I will never stay with Vacasa again. The most unprofessional, uncaring individuals. The check-in experience was terrible. When we arrived, we were shocked to find that the elevator was out of order as no one told us prior to arrival or during check-in. I have knee surgery coming up and never would have booked here had I known. The agent at Vacasa could not have cared less. He told me that it was just a few days and he had knee problems in the past so I should be fine. I explained that carrying luggage and groceries up and down stairs without cartilage was excruciating. He gave the excuse that Vacasa does not own the building, just some of the units. I told him that was no excuse since they advertise an elevator and if its not working, everyone should have been notified. We then found that only one side of the jets in our private hot tub would work and only some of the time. We were told they would let someone local know. Then we attempted to use the pool but it was closed the entire weekend we were there due to work on the pool deck. Again, no notification by anyone. And again when I reached out to Vacasa, they said that it was not their responsibility as the pool is a shared amenity. The elevator, pool and hot tub were all amenities they use as a selling point on their listing so if that amenity is disrupted, guests should be notified. During our stay, they then added those items as under maintenance on their listing. But obviously it was too late for us. And of course they never sent anyone to fix the hot tub on our balcony. They never offered any alternative locations or any type of compensation. I worked as a hotel GM for 15 years and was appalled by their complete lack of customer service. When my husband checked out the agent at that time asked about our stay and was surprised by the list of issues we had. No communication. He said he would see what he could do. But that was 5 days ago and we haven't heard a thing. I feel like a tourist who got ripped off big time. The location and condo set-up were very nice and it's unfortunate that they handled things the way they did.

Very disappointed with this rental service.

My husband and I booked a townhouse for our honeymoon recently and we left incredibly disappointed. When we initially got the the reservation, everything went smoothly from check in to first night - we were very satisfied and looked forward to our week ahead. Once we hit the second day, things began to go downhill.

There are 2 bedrooms in the home - 1 bedroom upstairs and a second bedroom downstairs with 2 beds - we ended up using the downstairs bedroom for all of our luggage and planned to sleep upstairs.

I was showering in preparation for a night out and walked into the downstairs bedroom to get my clothes together. With that, I noticed small wings all over the comforter. Yes, BUG wings. With that, I proceeded to move all of my luggage and saw bugs throughout my luggage and the bed (on top of the bed and throughout). There were also bug wings throughout the home on the floors and other bedding.

With that, we immediately contacted Vacasa via Airbnb and a maintenance employee got in touch with us. He told us that the bugs were termites and asked us to send photos to him for review. I sent photos via text and not a single Vacasa employee took the time to come to the rental, to clean up the bugs or do anything to rectify the situation throughout the duration of our stay.

We had to personally go and purchase laundry detergent so I could wash my all of my clothes and luggage.

To say I’m devastated is an understatement.

Especially for my honeymoon - the last thing I’d expect from any rental that charged me WAY MORE than the place is worth - is termites in my luggage.

These people ruined our vacation and took absolutely no responsibility for the issues we faced. They were happy to see us go obviously as I’m still waiting to hear back from several emails I’ve sent to them over the past 6 months. They are the perfect “yes men” who say what you want to hear and that they are making a note of your issue and someone will be one it asap. And then absolutely nothing happened. We were there for a month and a day before we left, after many many phone calls, emails, personal visits, lies and broken promises, they finally sent someone to look at the issue we had. Truly funny stuff. They offered a measly refund of $500 and a gift basket with some soap as an apology. Never once actually apologizing. I can not recommend enough that you avoid using these people. Plenty of good reviews of people who had no issues or ones that could be solved with obviously little effort. But when you arrive to massive issues, lies in the advertisement compared to what you’re seeing, overgrown everything, MOLD on everything, (I could go on honestly), you’re gonna have a terrible time like we did and they won’t be there to help. They will gladly take your name and issue and have someone reach back out to you but who knows if they even remembered you called. To top the whole thing off they sent the cleaning company to the house 3 hours early and they just sat out front, over in to the side and watched us load stuff up. I tried to speak to them and they got hostile about us not being out of there on time. Then they start filming us and berating us about privilege and being rich…?? I have no idea what level of crazy that you call this behavior but it makes sense that they work well with Vacasa. I’ve never stayed so mad about being burned like they burned me. Do NOT use these people if you value your money and vacation. It’s REALLY hard to be salty about a month in Key West but this terrible Vacasa location managed to take care of that for us. Thanks, you managed that feat so that’s what the one star is for I guess. Zero wasn’t an option. I’ll include pics to show SOME (not even half) of the issues we tried to get help with. The yard thing was a problem only because we had been told there was plenty of room for our dog. Either way, they ignored us and saw none of these issues and worthy of keeping the promises they made to help us.

Edited to add: They also now won’t let me leave a review for the house we stayed at in Key West. Again they are ignoring my emails asking what that is about. Great folks I tell ya

Edited (5/27/23): I’m again being ignored by this place. It’s crystal clear if you don’t have something nice to say, they do everything they can to ignore you and make sure you can’t leave feedback.