"We rented all six of the houses in the tropical village for 25 of us who traveled in from all over to celebrate my best friend's (Dee Donahue) 20-year wedding anniversary. The location is great and the layout for that amount of people was great. The condition of the property is subpar and not kept up at all. But my biggest complaint is with the communication from the property management office which was horrific! I helped Dee from the beginning when we chose this location. Prior to our arrival she reached out via email with some simple questions like, are there beach towels available, hair dryers, etc. She received no response. So she called the office and spoke to Symara and she was so RUDE. Upon arrival we were told we would be given a code to get in the gate prior to check in which was at 4:00. By 3:50, we had 25 of us waiting to check in still with no code. Dee and I went to the office (which is not near the village) to inquire, and AGAIN, Symra was rude and appeared to be on her personal phone. A younger gentleman finally helped us and provided our code AFTER 4:00. While we were there, the pool was so dirty and slimy. The day before we left, someone came to service the pool and we were told the person who normally services the pool was fired. He spent about 4 hours cleaning it."

Larrie Kiser

"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."

Thad Bowers

"Worst ever experience and ruined our trip to the Keys. I would cancel and get a refund immediately if you have a booking with them.

We got there and there was no internet, after calling them they said they were aware it had broke 2 days ago - they didn't bother to tell us prior - my daughters health monitoring equipment requires wifi so my wife and daughter had to stay at a hotel, they said it would be fixed later that day, it wasn't, they then said a part had being ordered, then they said it wasn't tracked, then they said it didn't arrive etc, this went on for a full week.

the freezer didn't work, they had to send a repair person round to fix that, took a week.

the sliding door didn't close, they had to send someone to fix that

a hose was leaking non stop, they had to have someone come fix that.

worryingly a light switch didn't work, they eventually sent someone to look at that and they said it wasn't safe. their facilities manager then said 'the guy who checks isn't very good ill send someone else", they then sent someone 4 days later and he said it needed fixing, then didn't show up again.

a random person walked in the house at 7am one moron to check an extinguisher

every time we tried to get in touch with support someone different would speak to us"

Chris Staton