VuestayReviews of vuestay.com

If I could leave 0 stars I would. I also never leave reviews on properties, but I feel like family should be made aware of this company and how they treat their customers and their properties. I do not want what happened to us to happen to another innocent family. I booked a condo in Ocean City, Belmont Towers 410. The rate was over $500 a night. The photos online were very nice, but once we checked in I noticed things in the unit that were very dirty. First, the air return vent was filthy with dust. The floor had heavy damage with numerous deep stretches. My kids feet were dirty on the bottom during the first night. The silverware was comparable to going to a garage sale and picking out many different styles of used old silverware and put it in the drawer. There were only 6 forks for a unit with 3 bedrooms. The half bath toilet flushed, but constantly ran and then leaked. The ironing board was broken. The kitchen rugs were filthy and torn up. Upon lifting one, I found ants!!!!! The living room tv wouldn’t work because the WiFi was not working. The fireplace was broken and dusty (they put up a paper sign saying it was broken ). The master shower had black mold around the bottom. The kid’s bedroom was appalling. The bunk bed was so dirty and old looking. It paint chipping , pencil marks and dirty fingerprints all over!!!!! I couldn’t believe my eyes. Upon checking out, I could see the “housekeeping” cleaning the unit. They took the sheets off and when I say they, I mean one woman and her young children. The same comforters were put back on all of the beds!!!!!! I watched this happen from the pool area. A maintenance individual also came to the unit and said that they were aware of the toilet problem but just couldn’t fix it. I texted the VueStays number at checkout time just to speak to a supervisor to explain the condition of the unit. I didn’t even expect to get any type of compensation of any kind. I’ve been proceeded to call around 15 to 20 times throughout the last month to speak with somebody. You only get to talk to an overseas call center. After two weeks of trying, I was finally able to speak to a supervisor. This supervisor acted as if she did not know that I was trying to get a hold of somebody and was very concerned about the information. I told her she told me to email her all of my photos and documentation and she would call me back. That phone call never came. I then called many many times since then and today I was told that management has taken care of the problem and they have calling me back multiple times, but could never provide the date time or person who called me back. That was because no one ever called. They ended it with there will be no future callbacks because this was resolved after they spoke to me the numerous times, which actually never happened. They claim that they open up expedited tickets for you to speak to a supervisor, but then immediately close them as soon as you hang up the phone. I would never ever ever ever stay with VueStay in the future. There are no real people that you can speak to ever. The unit is dirty and they don’t care once they get your money. I would post the photos for proof of my communication and the status of my unit, but this platform does not allow to post pictures.

Showed up to a dirty home not cleaned prior to our arrival. Medications from guests left in my children’s room . No internet Showers not draining Outet in kids room missing a cover Not a single call from anyone from the company with updates. Checked out yesterday and will never stay with this company again.

I would put zero stars, but then it wouldn’t allow me to write a review. Rented a unit at sea colony in Bethany Beach back in January for July. Booked through Vacasa, which VueStay took over I guess. The place was filthy. Dirty towels left in bathroom, glob of toothpaste in sink, a box of cleaning supplies left on the coffee table - I guess they forgot they were supposed to Use them. Ants all over the kitchen! You can’t get a hold Of anyone - we tried twice. Then I get an email asking to reach out on what they could do better before writing a public review! Ha! Absolutely not!! Writing both a review and email and it’s likely I’ll never hear from them anyway. I caution anyone who books with them. They take absolutely no care or pride in their rentals. You’re better off sleeping on a park bench than you are in a VueStay rental!!

We unpacked our car at 11:30pm l and got in room.  Then saw how dirty it was.   No clean linens or towels. Garbage and dirty dishes left out. Then had to leave and pack car back up and was stranded. They said couldn't help or clean as after hours. And we’re on our own. So then got in car to Drive around to several hotels as all booked....and had to drive all the way to ocean city. Then had to Unpack car again and took to hotel to Check in.   Room super small for family so we all barely slept and 2am.  It’s a tough way to start vacation.    Today called and text and emailed bunch of times and kept saying someone will call back In 10 minutes. But never got call backs. Checked out of hotel and stranded again and still no resolution and no call back. Then I got 2 different texts generic saying hope you had a wonderful stay and meanwhile not stay there. You would think someone would call back to try to help but not get call back. I won’t be booking with them again in future.

Do NOT book with them. Booked a house in march for a summer weekend. On the friday before they sent me all the check in info. Then on the monday cancelled it with no warning or reason. 4 days before arrival. They refused to let me talk to a supervisor. They said its not our culture they dont talk to customers. Refused to help me. Said they had no other houses but the generic template email said “ we hope you enjoy your stay and you can call us xxxx ( not even a real number listed). Never again.

Our family rented a home through VueStay for a week in Bethany Beach. Unfortunately, our vacation started with a complete operational failure. We arrived for our scheduled 4:00 p.m. check-in to find the home had not been cleaned after the previous guests. There were unmade beds, dirty dishes, trash, and the home was not ready for occupancy. We immediately documented everything with photos and contacted VueStay. Hours passed with little communication. Eventually we were told someone local would handle it, but no one contacted us. With three children under 10 and no usable rental by 11:00 p.m., we had no choice but to book a hotel for the night at our own expense. Around midnight, VueStay acknowledged there had been a "missed clean" but said no cleaners were available until the following day. The next morning, the local representative told us this was the first he had heard about the issue and explained that there was effectively no after-hours process in place to handle situations like this. The cleaning crew did not arrive until approximately 2:15 p.m. the following afternoon, meaning we effectively lost our first evening and much of the next day of a one-week vacation. To their credit, once the cleaners arrived, the property was cleaned and we were able to enjoy the remainder of our stay. What ultimately disappointed us most was what happened afterward. We were told our compensation was being escalated and that someone would contact us. We followed up politely and gave VueStay multiple opportunities to resolve the matter. After receiving no meaningful response, we ultimately filed a dispute with our credit card issuer for the hotel expense and the portion of the rental corresponding to the time we were unable to use the property. Mistakes happen. A missed cleaning, while serious, can be recovered from. What matters is how a company responds. In our experience, the lack of an effective after-hours response, the poor communication, and the failure to follow through after promising to address compensation were far more disappointing than the original mistake. If you rent through VueStay, I strongly recommend confirming that your property is actually ready before assuming you can move in at check-in, and I hope the company has since improved its procedures for handling after-hours emergencies so that other families don't experience the same situation.

You can’t get a hold of a real person or it’s a person from India, but the thing is we could not reach our cabin with our mini van and in the description. It does not say how hard it is to get to the top of the mountain where the cabin is in the summer. It’s extremely hard to get to it and they would not refund our money. We never stayed in at once and we arrived there at 9:30 and cannot get a place to stay.

I rarely leave negative reviews, but I feel it's important to share my experience. My family had a vacation booked through VueStay Vacations by Casago. Shortly before our scheduled arrival, I was notified that the property was unavailable due to what the company described as a flood. While I understand that unexpected events can occur, I expected the situation to be handled professionally. Instead, I was offered only one replacement property that was not comparable to what I originally reserved. When I explained that it was not an acceptable substitute and requested a refund, communication became slow and inconsistent. I was instructed to cancel the reservation myself through Airbnb, even though the cancellation screen indicated I would not receive a refund if I did so. That placed me in an incredibly stressful position and forced me to spend considerable time working with Airbnb to protect my payment and obtain a proper resolution. The most disappointing part of this experience was not that the property became unavailable—it was the lack of urgency, transparency, and customer care afterward. My family vacation was thrown into uncertainty, and I was left chasing updates instead of enjoying the anticipation of our trip. While Airbnb ultimately resolved the financial issue, VueStay's handling of the situation caused unnecessary stress that could have been avoided with clear communication and proactive customer service. Based on my experience, I cannot recommend booking through VueStay Vacations by Casago.