Hi ***, Thank you again for taking the time to speak with me personally about your experience with one of our Evolve propertiesI apologize that your experience did not live up to your expectations, or frankly, to the service levels we wish to provide as a companyPlease know that your reviews have been posted liveAs a company, we do not posses the ability to block travelers right to review a homeWhether positive or negative, we support our consumers providing feedback about the experiences they havePer our conversation, we have a lot to learn from your caseI'll be sure to work with our front-line service team around how to provide more effective and constant communicationI really appreciated our conversation and hope to move forward as a company from this complaintShould there be anything else I can assist with, please feel free to reach out directlyCheers, [redacted]
Hi ***, Thank you for taking the time to personally speak with me todayI'm glad that we were able to find resolution for the issues you experienced when booking on of our vacation rentalsWe 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 possibleI apologize again that our error resulted in out of pocket cost to you directlyThat 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 comesIf there is ever anything you need, don''t hesitate to reach outCheers, [redacted]
Hi Denver Revdex.com and Mr***,Thank you for bringing this matter to our attention, and for your patience with us while we worked on a fair resolutionAfter 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 creditWe take all of these matters very seriously and will use this as an opportunity to continue improving our practicesIf you have any additional questions, comments or concerns please do not hesitate to reach me directly at (720) 305-Nicole [redacted] Manager, Customer Experience
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 hours of this complaint and spent over 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]
Dear Denver Revdex.com- Thank you for taking the time to pass this complaint alongIn 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 dayAt 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 feeWe consider this case successfully resolved on our end given this resolutionWe 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 complaintI can be contacted directly for any further assistance, and have included my information belowThank you for the opportunity to resolve this situationRespectfully, [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. ***. 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. ***’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. ***. 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.
Good Morning, In regards to the response received, Evolve maintains our position not to partner with Ms***Evolve is responsible for ensuring guests who use our third-party marking and booking site will arrive to homes that are clean and guest readyWe do not believe a partnership with Ms [redacted] would deliver this experienceEvolve's services are offered to owners with no term commitmentThis senables 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 flagsEvolve does not intend to reverse our position as guest experience is our primary responsibilityRespectfully, [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 concernI also appreciate the Revdex.com helping me to resolve this as wellThank you both for your time - it is very much appreciated Sincerely, [redacted] ***
Hi ***, Thank you again for taking the time to speak with me personally about your experience with one of our Evolve propertiesI apologize that your experience did not live up to your expectations, or frankly, to the service levels we wish to provide as a companyPlease know that your reviews have been posted liveAs a company, we do not posses the ability to block travelers right to review a homeWhether positive or negative, we support our consumers providing feedback about the experiences they havePer our conversation, we have a lot to learn from your caseI'll be sure to work with our front-line service team around how to provide more effective and constant communicationI really appreciated our conversation and hope to move forward as a company from this complaintShould there be anything else I can assist with, please feel free to reach out directlyCheers, [redacted]
Hi ***, Thank you for taking the time to personally speak with me todayI'm glad that we were able to find resolution for the issues you experienced when booking on of our vacation rentalsWe 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 possibleI apologize again that our error resulted in out of pocket cost to you directlyThat 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 comesIf there is ever anything you need, don''t hesitate to reach outCheers, [redacted]
Hi Denver Revdex.com and Mr***,Thank you for bringing this matter to our attention, and for your patience with us while we worked on a fair resolutionAfter 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 creditWe take all of these matters very seriously and will use this as an opportunity to continue improving our practicesIf you have any additional questions, comments or concerns please do not hesitate to reach me directly at (720) 305-Nicole [redacted] Manager, Customer Experience
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 hours of this complaint and spent over 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]
Dear Denver Revdex.com- Thank you for taking the time to pass this complaint alongIn 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 dayAt 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 feeWe consider this case successfully resolved on our end given this resolutionWe 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 complaintI can be contacted directly for any further assistance, and have included my information belowThank you for the opportunity to resolve this situationRespectfully, [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. ***. 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. ***’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. ***. 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.
Good Morning, In regards to the response received, Evolve maintains our position not to partner with Ms***Evolve is responsible for ensuring guests who use our third-party marking and booking site will arrive to homes that are clean and guest readyWe do not believe a partnership with Ms [redacted] would deliver this experienceEvolve's services are offered to owners with no term commitmentThis senables 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 flagsEvolve does not intend to reverse our position as guest experience is our primary responsibilityRespectfully, [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 concernI also appreciate the Revdex.com helping me to resolve this as wellThank you both for your time - it is very much appreciated Sincerely, [redacted] ***