Hilton Head Vacation Rentals by Vacasa

Shatia Edwards

Visited Springwood Villas for Memorial Day. When we first walked in the condo, my initial thought was “this is nice and cute.” There were a lot of stairs which I didn’t realize when I booked and I had my 90 year old grandfather with me, but that was fine. We got in late, around 9pm. So, it was frustrating that 2 assigned parking spots were advertised, but there was only one, so we had to park one car pretty far from the entrance to the condo. As we were getting settled, pulled out the sofa bed, it was the most raggedy bed I’ve seen before. It was broken, mattress went all the way to the floor, so it had to be propped up with sofa cushions so then it wouldn’t lay flat. We looked all over the house for sheets for it, couldn’t find any. The upstairs king bed looked like it came from the dumpster. No real mattress cover on it and the leg was broken on it. There were also not enough towels for everybody. Called the after hours number. No answer and mailbox full!!! Called the answering service and left message, was told somebody would call back in about 15 minutes. Nobody called back that night despite multiple attempts to speak to somebody. I ended up going to Wal-mart to purchase an air mattress and extra set of sheets (they did reimburse me for this). Nobody called back until 8am. At this point, I’m cooking breakfast and found TWO roaches in the kitchen drawers. I was told, because we are in the south bugs are expected inside. Ummm, I live in the south myself, and no they’re not! Maintenance did not come until around 1pm to address concerns. He was able to fix leg on king bed but was not able to fix pull-out bed. He also said he could not spray for bugs. They finally brought extra sheets and towels. The reason I’m giving them 2 stars instead of 1 is because they did offer to let me check out and get my money back, however, everything else was completely booked, so we chose to stay. On the last night, I tried to wash a load of towels, the washing machine must’ve been from the same dumpster they got the pull-out sofa from. It never rung the clothes out even after I put it in the spin cycle 3 times. They came out soaking dripping wet. I had to dry them for 3 hours. I also mentioned that to them and I was told maybe I put it in the wrong setting. Like, I haven’t been using washing machines for 30+ years. I normally wash laundry before leaving so we can pack clean clothes and. It have to do laundry at home, but I was unable to have that luxury this time. I requested to be comped for the first night, they did not do that but gave a minimal credit and refund for the items I purchased. Last, but not least, as we were collecting our stuff on checkout day, we saw THREE more roaches in the kitchen. Overall, the condo was an uncomfortable stay and the accommodations were subpar. Update : as of august 30, they have still not reached out to rectify the problem.

Renee Miller

Be wary of the reviews on the app. I have reviewed properties and they never show up.

Anya Genkina

If I could give 0 stars, I would. The worst experiense of my life and I travel extensively. Posted Misleading listing and when called on ot, refused to relocate at no additional cost, wanted to charge booking and other fees again during the relocation. Rude staff, not helpful, snoby and unpleasant. They only care about making money. They are not interested to help anyone in a difficult situation. From now on I will make sure that my vacations are NOT booked through them even when I book throigh airbnb. If I see Vicasa, I will run the other way. Loved every silgle vacation rental company I ever dealt with, except for this one. Beware. They are terrible.

Whitney Merritt

Our experience with Vacasa was absolutely terrible. We arrived at this rental on Aug 11th at 6:45 pm and the place had not been cleaned from the previous occupants. There were dead roaches every where - in the shower, in the bedrooms, and in living room. The occupants return key envelope was still there from the day before. There were dirty utensils in the sink, dirty towels in the bathroom, and the bed la were unmade. We sent pictures to the property manager and asked another place - as it was evening and we had a tired toddler in tow. Vacasa told us they would give us options for relocation services but only sent us one option or a refund. It was almost 10 pm at this point. The only option was not comparable to this property in size, view, location, amenities, etc. Se asked for another relocation option that was comparable and we were met with disdain. We were treated like we were an inconvenience when all we wanted was to enjoy a long weekend at the beach together as a family. We then were charged $60 for the relocation when we were told we would not be charged for the change in properties. This was an all around horrible experience to move 3 times in 2 days and experience the terrible customer service we did. We will never book with Vacasa again - which we never intended to, we booked through VRBO. We will now be conscious of who we book through when booking through VRBO. We are currently waiting a refund for what they charged us. If it is not settled we will call AMEX and stop payment. All around a nightmare of an experience. I have never in our decade of booking and staying in Hilton Head ever experienced anything like this. Stay away from Vacasa. I understand a mess up but how you respond to customers shows your integrity and care. Their customer service is so far below par.