Vacasa

We are so sorry to hear about this customer's experience and that their stay was anything short of perfectWe absolutely appreciate them working with our local manager and trying to resolve their matter with usWe apologize that the home did not seem tidy to themThe owners of the Vacation
rental homes within the Vacasa portfolio of homes often decorate their homes and furnish them on their own and this can sometimes result in a cluttered homeOur property manager verified that they home had been cleaned prior to this customer arriving and that it was not dirty upon their arrivalWhen this customer expressed their concerns, our local property manager offered to have a housekeeper come by and help tidy up the home, but the offer was declined
The area that this vacation rental home is located is prone to snakes and bees and we apologize that one found its way into the homeWe regularly monitor our homes for pests and we appreciate anytime our guests let us know of an encounterWe do not take medical concerns lightly and definitely recommend that any traveller carry the necessary precautionary medical supplies to mitigate an concern that they are susceptible toWe are glad to hear that they were not stung during their stay
It is absolutely uncommon for a homeowner with Vacasa to interfere with a guests stayMost of our homeowners do not live near their vacation rentals, and we ask that they do not interact with our guests unless the guest requests itWhen this customer reached out to Vacasa to let us know that the owner of the home that they were renting was bothering them, we immediately contacted the owner and asked them to discontinue interfering with their stayThey did not bother the guest after thatWe appreciate this guest bringing that to our attention and apologize that they had to interact with the home owner in the first place
We understand that this customer did not have an incident free stay with Vacasa and can absolutely appreciate their request for a refundVacasa refunded them $and we believe that this is a fair amountAfter consulting with the local property manager and general manager in the area that they rented the home to gather more detailed information about the reservation, no additional refund will be provided
We welcome any additional questions and wish all parties involved the very best
Best Regards,
Ridwan I.Vacasa Guest Service

We are truly sorry that this customer feels the way that they doAlthough they may not find it likely, a guest with a similar name did stay at the same home close to their stayWe apologize that they had a negative experienceIt is always our goal for our guests to enjoy their stay to the fullest extent and we understand that there were circumstances that prevented this from being the caseAfter continuing to review the reservation details, our general manager in the area that their home was located has concluded that the refund provided is fair and no additional refund will be givenWe are sorry that we were unable to come to an agreed upon conclusion
Best Regards,
Ridwan I***Vacasa Guest Services

Revdex.com:Reservation Number: ***
Property Details:
Rental:*** at Tahoe
Address: *** *** *** *** *** *** ** ***
Sincerely, *** ***

We are incredibly sorry to hear that this customer was unable to stay at the home they reserved with VacasaWe absolutely understand how inconvenient it is to have to find new accommodations, especially at such short notice
At Vacasa, we do our very best to ensure our customers can enjoy the
original home they reserveUnder extremely rare and extenuating circumstances we may be unable to do soIf for any reason Vacasa is unable to honor the original home that a customer reserves, we offer alternative accommodations within the Vacasa portfolio of homes in the same area of the original homeVacasa manages a large number of homes so this is generally not an issue, however, at such short notice we did not have any other homes for them to stay at
As the circumstances were outside of our control and we did not have any other homes in the area that were available for these customers, Vacasa reached out and suggested other Vacation rentals available on VRBO.comWe absolutely value our customers and want to make sure they are properly taken care of, so Vacasa offered to cover the additional rent of any of the homes we suggested on VRBO.com
Ultimately, Vacasa refunded these customers in full for their reservation and offered to refund them the additional amount they paid for their alternative accommodationsWe cannot apologize enough for the trouble and hope that they were able to have a wonderful vacation in Panama City BeachWe wish all parties the very best and encourage any questions that remain
Best Regards,
Ridwan I***
Vacasa Guest Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

We are terribly sorry to hear that the guest was unhappy with the home that they rented with VacasaWhile we certainly understand that each home that we rent is unique and each home owner has given their own level of attention to their property, Vacasa maintains a standard of all the homes that
we offer to guests
If a guest arrives to a home that is not ready, or has concerns about the property that they are renting, we do everything within our control to address any concerns that we are made aware ofVacasa records all calls made to our guest services line for training purposes and I show no calls from this guest on 12/19/(the day of arrival)Vacasa guest services are open from 4AM - PM PST The first call that I show from the guest is on12/20/at 12:PM, during which that they left a voicemail letting Vacasa know that they had left the homeA Vacasa representative called the guest back on 12/20/to hear out the guests concerns
The Vacasa representative offered to have the property manager address any of their concerns, but the guest had already left and found alternate accommodations
After investigating the guests claims, the Vacasa representative offered this guest $300, which is fair considering the issues that they outlineThere were not conditions that would have warranted the departure of a home and Vacasa would have had our property manager correct the conditions that they were uncomfortable with
The guest has already disputed the charge with their credit card provider and Vacasa is contesting their dispute to have a refund larger than the aforementioned $refund already providedWe hope this guest enjoyed their vacation, regardless of whether they stayed with Vacasa or not, and with them the best going forward
Ridwan I***Vacasa Guest Services

We appreciate the homeowner bringing this to our attention We understand our owners are the lifeblood of our company and we strive to research and resolve any concerns they have with Vacasa I have forwarded this information to our Owner Support team and our field staff, so they
can perform a comprehensive investigation As soon as more information is available, we’ll provide an update on the situation Our apologies for the inconvenience and we’re hopeful a quick resolution will be made. Regards, Mark W*** Vacasa Guest Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
CHECK FINALLY RECEIVED FRIDAY, DEC 8, 2017. THANK YOU Revdex.com FOR YOUR ASSISTANCE IN GETTING THIS BUSINESS TO COMPLY
Sincerely,
*** ***

We are so sorry to hear that the home this customer rented was anything short of perfect when they arrivedWe appreciate them reaching out and giving us an opportunity to work with them and resolve all their issues
We have reached out to our local property manager to gather more detailsWe
would like to make sure we are responding from an informed position and hope to be in touch very soonWOuld this customer rather be contacts via email or through the Revdex.com complaint channel?
Regards,
Ridwan I***Vacasa Guest Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:We paid a lot of money for three nights of a vacation rental that had lots of issues including safety problems that we had to bring to Vacassa's attention A $refund is still $less than the minimum amount we will accept We are currently still out over $for this vacation rental which we feel is completely unacceptable While we feel a full refund should have been provided, given the extreme circumstances, we will close this complaint out once we receive our minimum request for a $refund Note that the plumbing was a known issue based on an August review therefore it should have been fixed before our September stay Also it should have been known that a carbon monoxide detector is required by law and the upper deck didnt meet safety requirements The *** *** *** was not rental ready which is why we feel a minimum refund should be authorized by Vacassa due to all the problems our family experienced Not to mention we waited hours for Matt to show up on Saturday which at that point four alternate properties AT OUR REQUEST was offered and declined as we were assured that Matt had fixed the pkumbing issue It wasnt until the following morning that we didcovered the plumbing had NOT been fixed The first two nights cost over $which is why we should receive a minimum $credit Thank you for seeking a minimum of $additional refund out of the over $we are still out for our three night stay.Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me With a total refund of $we are satisfied to have now received our minimum requested refund that we felt entitled for the issues we experienced with our Vacassa rental of the *** *** *** It is our hope that in the future Vacassa will do a more thorough job ensuring homes offered as vacation rentals are fully inspected by a qualified person or company and that after the initial inspection they are regularly inspected in order to ensure that the vacation home meets or exceed Vacassa's vacation home standards This would avoid any future renter of the *** *** ***, or any other vacation rental property offered by Vacassa, from being offered a vacation rental that is not rental ready and in doing so would help ensure that families booking a vacation home through Vacassa will have an overall great rental experience Our family is thankful that Vacassa did the right thing and provided what we feel is a fair refund of $ We will be checking our statement to ensure a total $credit is received Thank you very much to the Revdex.com for your assistance in getting our complaint resolved My family can now put this matter behind us.Sincerely, *** ***

We are sorry to hear that this customer has not received their refund check andee appreciate them reaching out and letting us knowWe would like to confirm the following address is correct:
*** *** *** ***
*** *** ** ***
Thank you,
Ridwan I***Vacasa Guest Services

Complaint: ***I am rejecting this response because: Vacasa employees never asked for permissionThey asked me if I was home and if I wasn't if I could return to the house because they did not have keys to the premises
Even if the electric company mistakenly locked the gas control, isn't it Vacasa's job to make sure that the house is inspected before guest arrived? Then what is the point of sending an email stating that guest aren't able to check in early because Vacasa is still cleaning the house? the person cleaning the house should have noticed that there was no hot water running in the house and should have reported the issue to Vacasa instead of the customer finding out late at night
Sincerely,*** *** ***

I want to thank the owner for bringing this to our attention My apologies for the delay in resolving the matter up to this point In order to investigate this thoroughly, I will be contacting our management staff in the field to confirm that the $deposit has actually been
released, as was promised As soon as I have received confirmation, an update will be sent I appreciate the homeowner’s patience during this time. Regards, Mark W*** Vacasa Guest Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** *** ***

We understand the owner’s dispute over the contents of the To confirm the information is accurate, I have forwarded this concern to our Owner Support team and they will meet with Finance to review the numbers We want to thank the homeowner for their patience while this
matter is addressed. Regards, Mark W*** Vacasa

We apologize for this customer's frustration and confusionWhen the customer reached out to Vacasa on 11/3/2015, Vacasa immediately placed a block on their home to prevent future reservations from being booked by our guestsThe home is no longer available to view or be bookedIt is certainly
not our intention to have the customer feel ignored, and encourage them to reach out to the local property manager if they have any questions in the future (Tim T*** @ *** ***
Warm Regards,
Ridwan I***
Guest Services
Vacasa 503-345-

My deepest apologies for the lack of communication during the guest’s stay, and for it taking such an extremely long time for the refund check to be processed and mailed In this case, we did not do our job in providing the guest with a pleasurable vacation during the Christmas holidays We take great pride in pampering our guests every day and, when we fail that responsibility, we’re disappointed that we’ve lost that measure of trust--the trust that we asked the guest to give us. A refund check for $has already been mailed and should be received by the guest very soon I would like to offer a refund to *** of an additional $295, making the total reimbursement $ I’m hoping that *** will consider this an acceptable offer for all the inconvenience she experienced. We look forward to resolving this matter quickly and hope the guest will see it in their heart to give us a second chance. Sincerely,Mark W***Vacasa Guest Services

Complaint: ***I am rejecting this response because:
I have attached the receipt for the washer...the actual cost was $ First, I can not understand how it can possibly be acceptable to any rational person that giving someone 35% of the value of a far less expensive wahing machine is an acceptable offer Second, this was not explained to us until after we had asked about the charge numerous times Third, we were told that Vacasa was going to pay for it Fourth, there is nothing written in the Vacasa Agreement about the 35% "rule" Finally, why are we stuck with the majority of the bill for something that was not our doing at all There is no way that this is an acceptable resolution
The $charge was again for something that was not our doing at all It was damage caused by the renter and it is up to Vacasa as a responsible manager to rectify the situation We should not be responsible for this
And finally, Vacasa's own Agreement states that any expenditure over $is required to have our approval This did not happen in either case If Vacasa says otherwise, the burden is on them to prove it
As stated before, I would never again have anything to do with Vacasa whatsoever It is one thing to make a mistake, it is quite another to ignore someone's valid complaint and then resolve to do nothing to rectify the claim This "resolution" is totally unacceptable
Sincerely,*** * *** ***