Vacasa

We had a wonderful time away with long walks, enjoying the shore front, and just plain relaxing, reading, and playing cribbage. We did not realize that we would have no cell or internet connection, or able to watch TV, but it turned out to be a real blessing. The house is an older one, but we had all we needed for our stay. We do have a few suggestions, however:
1. We attempted to clean the toilet because it was very stained yellow on our arrival. Should have been tended to before guest arrival.
2. There are dead flies in all the globes of the ceiling lights. I would have thought they would have been cleaned as part of opening process.
3. The little propane tabletop grill does not work (will not light at all).
4. The living room couch is horrible - needs new cushions at the very least. You sit down and the cushions come up around you,
5. Be sure to inform people that a fire extinguisher is located under the kitchen sink in case of emergency.
6. Be sure that renters are aware that there is no available cell service for miles - have to go back into Rockwood Village or Jackman.

Our major complaint about the rental is the entry keyless locking system. We put the code in multiple times but unable to open the door (The knob in the system just kept rotating round and round). We were ready to drive back into town to call for help when it finally opened - I don't even know what I did to make that happen. We were unable to get it to lock as we left the rental, so had to text the number and let them know the building was unsecure. Either change the lock to one that works or provide detail instructions on its use.

If there is an option to give no stars, I would most definitely do that. We vacation at least twice a year and off an island and Fort Morgan and I will never ever look at another vicosa house! We left a giant open bag of toys in the house, and it took three days to get anyone to call me back. I had to pay a fee to even inquire about the loss bag and got a crappy text on day 4, saying the only housekeeper may have thrown it away? if it’s policy to throwaway bags, then why collect for a Lost and Found fee? Since the text, it’s been two more days, no call can’t leave a voicemail. Nobody will help! Renters, beware! We have never been more disappointed and have never had customer service this neglectful.

I am a home owner in Santa Rosa Beach, FL and used Vacasa's management service over this past year. One star is too high of a rating. The short story is my house was not cleaned to any standard, much less to Covid standards and they caused thousands of dollars of damage to our spa and golf cart. They did not perform inspections, did not charge or evict guests who were breaking serious rules and put people's health in danger from lack of cleaning and not treating the pool water properly. I keep getting the "we're sorry you were not happy" and "wish you luck", but no one from the local management team on up the ladder to pr and corporate cares. I have never dealt with such an unethical company, ever! I am soon to file a report with the BBB!

Absolutely horrible customer service
Absolutely horrible customer service. They don’t answer the phone, their “contact” phone numbers lead to voicemail boxes that are perpetually full. They don’t enforce any rules. Property is damaged, neighbors are upset. Really an awful company.

I would like to go on record to state that the cottage we stayed in was perfect. However I left a very expensive dental appliance behind. I have sent a multitude of emails concerning this matter and cannot get an answer! Finally after waiting 45 minutes on the phone I spoke with an agent whom was going to contact the property manager and get an answer for me...still waiting...never again!

I booked a condo on Hilton Head last October for May 23rd -30th. My reservation number is 291147. The property is 510 Windsor Place in Palmetto Dunes. I called again in March when the Corona virus was causing shutdowns. I was perfectly clear that we wanted to keep the reservation. When we realized that our credit card had not been charged for the balance of our payment, I began trying to call Wyndham. I got numbers and websites that were unavailable. I then began calling Vaccsa and after wait time of an hour I finally reached a representative who told me my reservation was cancelled because of construction in the unit. She said an email was sent on April 8th and that our $2000 deposit was put in an account for further bookings. No attempt was made to call, text or write me. It is possible the email that was sent went to a spam folder, but I do not understand why with over $2000 of my money already charged, assumptions were made without further diligence. In the mean time, we moved, but my cell number remains the same. I no longer have the email address where the information was sent on April 8th (but I did then) so I cannot verify that it was even sent. Whether it was or not, to make the stated assumptions and cancel our reservations without more effort defies any reasonable customer service.

The representative I spoke with this morning was going to look into to the situation and call me back. It is 7 hours later and I have not heard from her. This trip involves my adult children and grandchildren. Schedules have been cleared since last fall to make this time together a reality. The current situation is unacceptable. I need to hear from someone immediately! My cell number is 4045380134. Please call me and work with me on an alternative booking for that date!
Deborah Settle
[email protected]

We are terribly sorry to hear that the guest arrived to an unclean homeIt is absolutely not our intention for them to have had anything but a perfect vacation and Vacasa does absolutely everything that we can to ensure our guests have a relaxing and trouble free stayWhile it is rare, there are certain times where logistics may not play out exactly as planned and something might go wrongWe take this very seriously and use any feedback related to cleanliness seriously If our guests contact us about a home that is no ready, we send a housekeeper out as soon as possible to clean the homeVacasa records all incoming and outgoing calls for training purposes and I did a search to see if I could identify where the failure in communication occurredI have searched for calls from this guest via the number that we have listed on the reservation (also listed on this Revdex.com complaint) and am unable to identify any calls to or from this guestIf there is a separate number used, we request that the guest provide that to us so we can continue to investigate where the failure in communication occurred and further improve our operations We also keep a log of all emails both to any from vacasa emails and we were unable to find any emails from the email address listed on the reservation that specified any cleanliness issuesA search using the email listed on this Revdex.com complaint did yield a result on 10/4/2015, but there was not content in the messageAn unidentified file type was attached and as such, was discarded to prevent any type of virus or malwareThis often happens as we get spam emails from various sourcesIf the guest meant to send us a letter of some sort, we request that they please include the text in the body of an email addressed to [email protected] We certainly want to ensure that all guests complaints are heard and addressed, and we are sorry if the perception was that we were not attentive to this guests concernsAs of this time, ot shows that Vacasa did not receive any communication from the guest but additional information from the guest could help prove that otherwise If given the opportunity, Vacasa could certainly have had a housekeeper attend to these guests needs and ensure a comfortable stay in this home PLease reach out with any questions and if the guest shares some information regarding which number they had called us from or if they choose to share an email with [email protected] with the content of the email in the body of the email Best Regards, Ridwan I [redacted] Guest Services Vacasa

We are so sorry to hear about the difficulty that this guest experienced during the reservation process, and certainly find his comments about our lack of response concerningWe always strive to make sure all guests are fully informed of our rental agreements as soon as possibleI have done a search on this guest’s correspondence with Vacasa and see that at 7:40pm PST on February 7th, we sent the guest the complete rental agreement and reservation details for his bookingThis agreement also contains our policy regarding the booking fee The guest contacted us minutes after this was sent, noting that he had read the rental agreement and requesting that we add his two Mini Schnauzer dogs to the reservationThis request was fulfilled and completed within hours and minutes of the guest’s initial contact.Because the guest reviewed his rental agreement and contacted Vacasa on the day of booking this reservation we believe that he was aware of our policies and for this reason respectfully decline his request to make an exception to our standard policy regarding retaining booking feesWe are very thankful that this guest has taken the time to reach out to give us more information about their experience

Complaint: [redacted] I am rejecting this response because: I do not think the $refund is fair because it does not cover the ruined first night plus the cleaning fee, let alone any compensation for the lack of hot waterThe least that Vacasa should do is refund our first night (remember, we spent it waiting and cleaning) and the cleaning feeThey should also compensate us for the hot water issue, perhaps not the amount I mentioned before but at the least $per night for the other four nightsThe lack of hot water meant some of us could not shower at all, which also meant some of us didn't use the hot tub because we couldn't rinse off before or after using itSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The second house we were shown was a nicer house BUT, as soon as my husband and I entered, it had a very strong smell of mold So strong that we had to go outside to discuss this matter We didn't even bother showing our kids not to mention it was close to 10pm This was our one and only family vacation!! Why did we have to go through this?! We never stayed at either house, this is robbery and want our refund The pictures and ad were deceiving and the Terms and Conditions are very sneaky Making customers sign & pay for something they haven't even seen yet! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: It is not closed Reservation number was provided in original complaint letter to businessHere it is again: Reservation # [redacted] Sincerely, [redacted] ***

We apologize that this customer arrived to a home that was anything short of perfectIt is always our our goal for our guests to be greeted by a home that is clean, comfortable and ready for themWe have very thorough systems set in place to ensure that homes are fully prepared in advanceWe are also very sorry to hear that they have not been properly followed up with when they tried contacting us during their stayWe have a team of trained guest services specialist that are ready and willing to help our guests either before, during, or after their reservationWe will review the call and email log between this guest and Vacasa to determine where there was a disconnect in communicationWe are committed to providing the best experience possible to our guests and customer service is a major component of thatWe appreciate this customer reaching out to us and giving us an opportunity to improve our operations through their feedback We have reached out to our local property manager in the area this customer rented a home to gather more information about their reservationWe would like the opportunity to respond from a fully informed position and appreciate their patience while we wait for out local property manager to research the reservationWe will respond to the guest through the Revdex.com complaint or directly to their email, whichever they prefer If there are any additional questions we are very happy to help answer themWe wish all parties the best and hope to follow up very soon Regards, Ridwan I [redacted] Vacasa Guest Services

Complaint: [redacted] I am rejecting this response because: I was told by Parker J [redacted] I would receive $for the cleaning fee and $due to the air conditioning unit being broken the last nightI called and reported the issue around 6pm the last night of our stayI never received a call to resolve the issueThe top two levels of the house were without air conditioningOnly the bottom floor was acceptable for sleeping due to the temperatureI was told I would receive the $due to only half the rooms being acceptableI find it poor practice the business is now going back on what was promisedI would like to be reembursed the full $that was Discussed multiple times

We are sorry for the confusionWe indicated that a refund check of $would be sent to the guest, not a $refund checkThe check was mailed to the guest on 2/22/and they should have received itIf they have not, they may reach out to me Best Regards, Ridwan I [redacted] Vacasa Guest Services

Complaint: [redacted] I am rejecting this response because:Vacasa has stated they have refunded in full- I have shown numerous times they have notThis last message from Vacass states they are not going to fulfill what they have promised and that I am welcome to try to sue them for itThis is outrageousIt is fraudulaent of a company to state one thing and then do another, and now to suggest I sue them is another full slap in the faceThis company has done nothing but lie and deceive,when I the consumer have done everything they told me to do and again they blatantly refuse to follow through with what they have promisedIt is wrong a large company to instruct me to make payment on a hotel up front, then I do, then they refuse to reimburseWhen questioned on it and credit card statements provided, they now state I am welcome to take legal action and they will not be doing what they said after all

Date Sent: 11/7/8:08:PMI’m sorry there was a miscommunication I had asked the guest to confirm their correct mailing address before the check was to be sent, to insure it would arrive to the exact location This information was never supplied so the resolution was stalled Since that time, AMEX has issued a chargeback of $and their chargeback case was finalized on 11/1/ Therefore, the guest has received their funds and no additional refund will be given We appreciate their patience during this time and are extremely glad that they received compensationSincerely, Mark W [redacted] Vacasa Guest Services

We are so sorry to hear that the guest felt like they needed to leave the home earlyWe take the cleanliness of our homes very seriously and and would really appreciate an opportunity to identify which home this guests stayed at so we can direct feedback appropriately If the guest could please share their reservation number with us we will identify where they stayed and also have more information to respond to this matter from a more informed position Thank you,Ridwan I

We truly apologize for the guest’s frustrations and it was never our intention to insult their intelligence We completely understand that we aren’t perfect and that we haven’t been able to satisfy every guest who has booked with Vacasa since our inception years ago As much as possible, we try to learn from our mistakes by reading our negative reviews and by listening to our guest’s comments on how their experience could have been more positiveMoving forward, we will continue our mission to strive toward perfection We appreciate Ann’s comments that remind us that we still have a long way to go towards that goal Regards, Mark W [redacted] Vacasa Guest Services

First of all, we are very sorry to hear that health issues will prevent you from staying at The [redacted] I've researched the matter and I do see that a refund check was mailed on July 21st (check # ***)On behalf of Vacasa I apologize for the delayAn error was made on our end with accounting leading to the delayYou check should arrive within the week

Complaint: [redacted] I am rejecting this response because: I believe I deserve my full refundI would not rent a house that was not provided hot waterIt's was very inconvenient not just to me but also the other guests that stayed in the houseVacasa was very unprofessional at handling the issue that should have not happenVacasa should have checked the home before the guest arrived to make sure everything was working and in placeWhat upsets me, it's that I wasn't able to check into the home earlier because I received an email from Vacasa stating that they were cleaning the houseSo I don't understand why the people cleaning the house did not noticed the issue? Sincerely, [redacted] ***