Sign in

Evolve Vacation Rental Network, Inc.

Sharing is caring! Have something to share about Evolve Vacation Rental Network, Inc.? Use RevDex to write a review
Reviews Evolve Vacation Rental Network, Inc.

Evolve Vacation Rental Network, Inc. Reviews (13)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI look forward to getting the $refund in the mail
Sincerely,
*** ***

Hi Denver Revdex.com and Ms***,Firstly, thank you for bringing this to our attention, and for your patience with us while we came to a fair resolutionAfter speaking to Ms*** on the phone this morning, we were given additional context about her experience, and ultimately found all of her
concerns to be valid and so we have come up with an agreed upon financial restitution planWe take our traveler complaints very seriously, and are always looking for ways to improve upon the traveler experienceThank you again for giving us the chance to make it right, and we look forward to hosting Ms*** in the futureIf there is anything else I can personally assist with, please do not hesitate to contact me directly at *** ***.Nicole B***Manager, Customer Experience

Complaint: ***
I am rejecting this response because: I have copied and pasted Evolves Response so as to address each point they were trying to make. I'll put my answers following their response- *** ***
Thank you for taking the time to notify us of this complaintUpon further review, we have determined any continuance to establish a business relationship with *** *** is not in the best interest of Evolve Vacation Rental NetworkThis decision was reached for two main reasons; lack of confidence in Ms*** (owner) providing an adequate guest experience, and issues related to consistency in communication with Ms*** Regarding the lack of confidence in guest experience, Evolve serves as the marketing and booking agency for owners, but relies on owners to prepare the vacation rental property and serve as a local contact for guests when they are on residenceWhen hosts do not wish to perform these services themselves, we connect them with local partners in the area to clean and prepare the home for upcoming guestsIn our two attempts at connecting Ms*** with a partner, both failed due to issues resulting in personal disagreements between Ms*** and the cleaning partner, or issues regarding *** compensating the local partner for their services (see Attachment 1)On This, what is evolve talking about? I was courteous to *** with CCI, as well as to *** *** of Concierge Elite. On ***, I was very kind to her, and tried to pay her - she had written down my credit card number wrong*** had me on a 'short leash' from the beginning. I'd asked her what her cleaning rates were in comparison to the market. She looked befuddled, and would not answer the question, and we were running out of time at the meeting. The next day, *** wrote me a 'boundaries' letter, about how i'd crossed her boundaries for wanting to know how her rates compare to othersI later found out ***, whom Evolve recommended to me, was charging $a cleaning, then reduced it to $a cleaning and the going rate is really $/cleaning! when I tried to call *** with my credit card number , it was labor day and I merely wanted to tell her my correct card number*** had a fit, and told me she was quitting on me. I was trying to get an expensive business off the ground, and I finally lost my cool with her, after cowering to her for almost two weeks at this point! I've since heard that there are many others that complained similarly of ***, as well of evolve! on ***, it was down to one more week of getting the condo readyI was always VERY nice to ***, and very respectfuli'd offered to pay her on four occasions, and she declined and told me to wait. then the issue with *** getting her invoice and wanting payment immediately and sending her partner over physically after he was very rude to me on the phone! i'd explained al of this in my prior communique. I tried to call *** on onboarding and she never returned my callsas far as calling evolve with unrelated business, I have no idea what they are talking about! i'd actually talked to *** pryor about a nationwide concierge service i'd located while trying to find one for myself, that offers all kinds of services and I thought this would help evolve*** was very interested and actually called and emailed me wanting me to remind him of the name! I think that Evolve showed very poor judgement in dropping me on this. and I have suffered financial damages with having to relocate a bookin company as they dropped me the week that I could have had my property booked! *** would not call me back , nor the other woman, I can't remember her name now. and I told them about my references. my contractor was there for a month working and said i'm great to work for as I am courteous and always pay on timeI was outraged at evolves servicei'l be sure to let other prospective clients know that I run across!! *** *** Secondly, we did not feel comfortable bringing Ms*** into our network given the inconsistent communication and level of commitment she portrayedFurthermore, Evolve received emails and phone calls that did not relate to our working business venture, and further led to concern over Ms***’s ability to serve as a viable business partner and provide an adequate guest experienceLastly, there is no financial burden placed on homeowners when they are prospective clients of EvolveWe are unclear as to what factors are being calculated in the request for a $2,reimbursement since no loss was ever incurred by Ms***In contrast, Evolve pays a photographer to visit the home and take photos of the property at a cost of $and also experiences labor costs in the sales and on-boarding process which Ms*** did not completeIn closing, Evolve has a responsibility to the travelers who use our booking services to supply them clean, accessible, comfortable, and guest-ready homesWe were not confident that the standard required by Evolve would be metPlease contact me at 720-253-if you have any further questions.
Sincerely,
*** ***

To whom it may concern, Thank you for providing us the opportunity to address this Traveler's concerns and direct complaintsAs of now, we've reached out to Ms*** via email and phone to work on a resolution that she finds to be fair given the circumstances; credit/refund for the amount of
two nights which Ms*** was seeking in her complaint. Specifically regarding the issue itself, Ms*** is accurate that a reservation she had booked was cancelled within hours prior to her arrival when it became apparent to the Host (homeowner) that there was a conflict with a previous client who'd booked before Ms***Evolve immediately reached out via phone and email to notify the Traveler of this conflictSaid conflict could only be resolved by cancelling the reservation for Ms*** and supplying her with a full refund of all amounts paid and suggesting alternative options in the form of other homes in the areaPer the terms of the Rental Agreement Ms*** agreed to, the Host (homeowner) is the party responsible for resolving any conflictsEvolve serves as a party to assist in communication and mediation as we did in Ms***s case. When this situation occurred, we looked at our total inventory (2,000+ homes in the US) but were unsuccessful at locating an alternative home in our network of properties for Ms***'s datesAt that point, we took it upon ourselves to research competitors homes in the area Ms***'s group was traveling to and supplied those options to her via email (attached, Cancellation Notification and Alternative Options)Please note Evolve does not generate revenue from recommending these alternative homes but do so in a hope that it will assist the traveler Double bookings are unfortunate side effects of the vacation rental and travel industry as a wholeWe view this complaint as an opportunity to further help address these concerns with our company and the short-term industry as a wholeWe understand the negative impact these situations have on guests and look forward to working with Ms*** on a fair resolution as customer service is at the forefront of what Evolve stands for. Please contact me directly if you have any questions, *** Attached: Cancellation Notification and Alternative Options, Refund Notification

Hi [redacted], Thank you again for taking the time to speak with me personally about your experience with one of our Evolve properties. I apologize that your experience did not live up to your expectations, or frankly, to the service levels we wish to provide as a company. Please know that your...

reviews have been posted live. As a company, we do not posses the ability to block travelers right to review a home. Whether positive or negative, we support our consumers providing feedback about the experiences they have. Per our conversation, we have a lot to learn from your case. I'll be sure to work with our front-line service team around how to provide more effective and constant communication. I really appreciated our conversation and hope to move forward as a company from this complaint. Should there be anything else I can assist with, please feel free to reach out directly. Cheers, [redacted]

Revdex.com and Evolve: After speaking with Emily from Evolve, I am happy to report that the issue is resolved and I appreciate Emily's time in addressing my concern. I also appreciate the Revdex.com helping me to resolve this as well. Thank you both for your time - it is very much appreciated. 
 
Sincerely,
[redacted]

Dear Denver Revdex.com- Thank you for taking the time to pass this complaint along. In addition to reaching out and filing the complaint through the Revdex.com, this guest was also in contact with our customer service team on the same day. At this point in time we have resolved the complaint with the guest...

directly.By working with the host, who is the recipient of the cleaning fee funds, we were able to provide a full refund of this fee. We consider this case successfully resolved on our end given this resolution. We stand behind our customers, and are happy to have secured a refund of the cleaning fee for [redacted]. Please let me know if there is anything further Evolve can do regarding this complaint. I can be contacted directly for any further assistance, and have included my information below. Thank you for the opportunity to resolve this situation. Respectfully, [redacted]
[redacted]
[redacted]

Hi [redacted], Thank you for taking the time to personally speak with me today. I'm glad that we were able to find resolution for the issues you experienced when booking on of our vacation rentals. We will be sure to work more diligently when bringing new owners into our network to ensure the dates...

we are displaying on our website are as accurate as possible. I apologize again that our error resulted in out of pocket cost to you directly. That said, I'm also happy to know you'll book with us again in the future! I've provided you my personal information and look forward to helping you book directly when the time comes. If there is ever anything you need, don''t hesitate to reach out. Cheers, [redacted]

Good Morning, In regards to the response received, Evolve maintains our position not to partner with Ms. [redacted]. Evolve is responsible for ensuring guests who use our third-party marking and booking site will arrive to homes that are clean and guest ready. We do not believe a partnership with Ms. [redacted] would deliver this experience. Evolve's services are offered to owners with no term commitment. This set-up enables an owner to leave our network at any time if they are unhappy with our service, and for Evolve to discontinue a partnership if we spot red flags. Evolve does not intend to reverse our position as guest experience is our primary responsibility. Respectfully, [redacted]

Thank you for taking the time to notify us of this complaint. Upon further review, we have determined any continuance to establish a business relationship with [redacted] is not in the best interest of Evolve Vacation Rental Network. This decision was reached for two main reasons; lack of...

confidence in Ms. [redacted] (owner) providing an adequate guest experience, and issues related to consistency in communication with Ms. [redacted].   Regarding the lack of confidence in guest experience, Evolve serves as the marketing and booking agency for owners, but relies on owners to prepare the vacation rental property and serve as a local contact for guests when they are on residence. When hosts do not wish to perform these services themselves, we connect them with local partners in the area to clean and prepare the home for upcoming guests. In our two attempts at connecting Ms. [redacted] with a partner, both failed due to issues resulting in personal disagreements between Ms. [redacted] and the cleaning partner, or issues regarding [redacted] compensating the local partner for their services (see Attachment 1). Secondly, we did not feel comfortable bringing Ms. [redacted] into our network given the inconsistent communication and level of commitment she portrayed. Furthermore, Evolve received emails and phone calls that did not relate to our working business venture, and further led to concern over Ms. [redacted]’s ability to serve as a viable business partner and provide an adequate guest experience. Lastly, there is no financial burden placed on homeowners when they are prospective clients of Evolve. We are unclear as to what factors are being calculated in the request for a $2,000 reimbursement since no loss was ever incurred by Ms. [redacted]. In contrast, Evolve pays a photographer to visit the home and take photos of the property at a cost of $150 and also experiences labor costs in the sales and on-boarding process which Ms. [redacted] did not complete. In closing, Evolve has a responsibility to the travelers who use our booking services to supply them clean, accessible, comfortable, and guest-ready homes. We were not confident that the standard required by Evolve would be met. Please contact me at [redacted] if you have any further questions.

Hi Denver Revdex.com and Mr. [redacted],Thank you for bringing this matter to our attention, and for your patience with us while we worked on a fair resolution. After speaking with Mr. [redacted] today, we apologized again for the nature of the owner-imposed cancellation and offered a partial refund in addition to...

the booking credit. We take all of these matters very seriously and will use this as an opportunity to continue improving our practices. If you have any additional questions, comments or concerns please do not hesitate to reach me directly at (720) 305-9273. Nicole [redacted]Manager, Customer Experience.

Complaint: [redacted]
I am rejecting this response because: the business never notified me of the cancellation. I discovered the cancellation when I was finally able to reach the homeowner 2 days before my reservation. Their time spent "accommodating" me was because of their error that I...

uncovered. The $100 extra was not sent a few days later. It was about a month later, after they asked me to turn in receipts, and argued on the phone for a multiple times with someone completely unfamiliar with what the company did to me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The business directly contacted me within 24 hours of this complaint and spent over 15 minutes on the phone addressing my concerns.  We came to a fair resolution, and I thank the Revdex.com and Evolve for so quickly resolving the issue.
Sincerely,
[redacted]

Check fields!

Write a review of Evolve Vacation Rental Network, Inc.

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Evolve Vacation Rental Network, Inc. Rating

Overall satisfaction rating

Address: 717 17th St Ste 2100, Denver, Colorado, United States, 80202-3318

Phone:

Show more...

Web:

This website was reported to be associated with Evolve Vacation Rental Network, Inc..



Add contact information for Evolve Vacation Rental Network, Inc.

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated