Vacasa

We are terribly sorry that this customer was not satisfied with the condition of the home when they arrived and felt the need to relocate to an alternative homeWe have reached out to the areas manager and are waiting to hear back regarding the condition of the homeWe are happy to help this
customer once we have more information and we will be in contact shortlyFeel free to reach out with any questions
Best Regards,
Ridwan I***
Vacasa Guest Services

We are very sorry that this customer was not pleased with the condition of the home that they rentedIt is always Vacasa’s intention to rent homes that offer clean and comfortable getaways for our guests and we always appreciate feedback that helps us meet that goal
We have reached out to our
local property manager to confirm the condition of the home as per this customer's descriptions and we are waiting for their replyOnce the home is vacant and they are able to enter it to review the condition we will proceed with determining a refund amount if once is applicableWe appreciate this customer sharing this information with us
Regards,
Ridwan I***
Vacasa Guest Services

Complaint: ***I am rejecting this response because:
Dear Vacasa,
I am sorry to hear that a representative of Vacasa, MrJustin H*** did NOT follow protocolHowever, we are not responsible for his breakdown in following proper protocol
We would have never opted to go elsewhere if Justin had not offered a full refund I am also sorry to inform you that Justin H*** is not being truthful about our conversation, if you have spoken with him and this is his position of the story Below you will see call logs made on August between Justin and I.
3:Justin H*** called from phone number 541-213-leaving a message on phone number 310-740-with the problem in the shower and best to not use He asked me to call so we could talk
5:Justin and I connected We spoke for minutes and that is when he apologized and said he tried to do everything to fix the shower, which I appreciated In this same conversation, he offered a discount for the inconvenience to stay or full refund, but we were on our own to find another place to stay as he did not have other vacanciesI told him I would call him back to let him know what we decided to do.
5:I connected with Justin again to let him know that we opted to find another place to stay He apologized again and we ended the conversation, it was logged as a minute conversation.
As you can see, we talked quite a bit Had Justin followed protocol (since protocols are well-structured), there would have NOT been a call to him following the 5:call, there would have been no needProtocol and our conversation would have been clear, apologetic and to the point He would have apologized and said that even though there is not a full refund, we will offer you a discount for the inconvenience It's honest, transparent and "it is what it is." END OF STORY NO NEED FOR ANOTHER CALLUnfortunately, as you can see based on the logs, this is NOT how it played outWe connected one last time to let him know we decided on a full refund to go elsewhere
As far as the discount, I did receive the $for the inconvenience, thank you However, the promise made by Justin leaves you with a remaining balance of $
Please check his logs and perhaps obtain a recording of the conversation since you have time stamps.
I am certain Justin tried to do everything possible to fix the shower and he seemed a bit overwhelmed and stressed He had a hard time trying to explain the situation without me peppering him with questions
It sounds like Justin made a bad promise as he did not follow protocol, but please know that we were in fact offered a full refund from him Losing $is not worth going elsewhere because of a broken shower, especially since we had another one in the house.
Sincerely,
*** ***

We are sorry that the guest arrived to a home that was anything short of perfectI am unable to locate the pictures that the guest sent but imagine that they did send them at the very leastAlthough it is more than generally offered for a scenario such as this, we have mailed a check in the
amount of $to the address we have for the guest, to put this matter to a closeThis is in place of the $check and not in addition to itWe wish them the best going forward.Regards,Ridwan I***

We appreciate that this guest has brought the matter to our attention It is our goal to investigate and resolve these concerns in a timely manner Unfortunately, I will need more information relative to the booking in question Please have the guest provide their reservation
number Once we receive it, we can continue our investigation

Hello, Our apologies that the issue has not been resolved to this point I have forwarded the owner’s last reply and attached files to our Owner Support team for further review Regarding the other emails still needing to be sent, I will confirm the best email address to send to for maximum speed and efficiency. We deeply appreciate the their patience while this matter gets resolved. Regards,Mark W.Vacasa

We apologize to the guest that the condition of the property was not to their likingWe did offer to refund the guest for all but one nights rent and the taxes associated with that rent for the night that they did stay which comes out to $We sent the guest an email to the same email address
listed on the reservation, as well as the Revdex.com complaint, on 6/9/regarding the additional refund of $for the remainder of the fees which would reduce their financial obligation to $We were unable to refund the card used to make the reservation payment because the card was no longer active at the time the refund was requested so we were unable to expedite the refund to themA ticket was created to send the guest a refund check by mail to the address they provided usI have put in a request to our accounting team to verify that the check has processed

Complaint: ***I am rejecting this response because: This company was made aware of my cancellation in mid-November, with a further request to remove my home in early December, yet they have continued to advertise my property as a means to generate interest for their other propertiesThis tactic was admitted in writing to me by the general manager in ChelanI am not the only one they have done this toMy home still shows up VRBO and HomeawayI want ALL advertising removed.Sincerely,*** ***

This is to inform you I finally received a replacement check from VacasaIt was sent to the wrong addressAlso, the check was made out to *** *** not *** *** as I had asked them to do. Fortunately I was able to cash the check even tho it was written out incorrectly Just because this company FINALLY replaced the checks doesn’t mean they deserve the A rating they haveReally, I’m not sure how they’re still in businessI will never have anything good to say about this companyIt goes without saying but I need to, I will NEVER recommend them to anyone *** *** *** ***

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***Vacasa Guest Services

We are sorry to hear that this customer’s stay was anything less than perfectWe would love an opportunity to help them, but we do not see the reservation number included in this Revdex.com complaintIf they could please share their reservation number with us (this can be found in the reservation
confirmation email that we sent them upon creating the reservation) we can review the matter further
We hope to hear from them soon and with them the best in the meantime
Best Regards,
Ridwan I***

My sincere apologies for the lack of response from our side I have forwarded this information to our Owner Support teamThey will provide a thorough investigation and update on the status of the checks Once I have received this news, I will let the homeowner know as quickly as
possibleTheir patience is deeply appreciated. Regards, Mark W*** Vacasa Guest Services

Complaint: ***
I am rejecting this response because: I tried to upload supporting files several timesI will email them to *** with complaint #*** in the subject line.Sadly, Vacasa has now actually lied to you in their responseSpecifically they claim: " The summary of rental terms for this home states: “Summary of Rental TermsPrint, review, and sign this entire agreement.”" They have added the word "print" for their response to youThe word "Print" does not appear in any document or screen at anytime before or even AFTER the rental contract process is completeAs proof, please see the attached Wordpad document with screen shots of Vacasa websiteNote the word print does not occur in the GENERAL or UNIT SPECIFIC termsI can provide the pdf of the contract they sent as well but the Revdex.com will need to remove personally identifiable but not financial dataThe word "print" does not even appear on it or any screenThe Revdex.com can go to the site itself and partially complete the reservation process itself* Too often internet firms push their expenses to the customer to inflate their already large profitsVacasa is refusing to refund their fee if I do not print it out and cancel even outside of their day requirementThey are counting on the small dollar amounts involved to prevent their bluff being calledDeceitful practices should not be allowed to continueI realize this may seem a trivial expense However, eleven pages is not inconsequential in terms of ink aloneA brick and mortar business like a hotel would have to print out such a document and absorb these costsVacasa is dodging it, giving them an unfair advantageThank you for your efforts to bring honesty to this firm

We will refund the guest an additional $to resolve this matter in fullThey have been previously refunded $and this will be a total refund of $towards the reservation

Hello Ridwan,
I thank you so much for the efforts you have put toward this claim
I accepted the offer and requested the check be sent to:
*** ***
PO BOX **
GEORGETOWN, GA
I have not received and would appreciate an update if you could please provide
I have been super patient, and would like to put this behind me
Please provide any update, and I again Thank You so much for the help you have provided
Happy New Year!
*** ***
***

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, *** ***

Complaint: ***This has been marked as resolved, but we have yet to receive a check as part of the closing processThe company will not return my calls and I really do not like the idea of being considered completed and that I am satisfied when I am not and this has not been resolved. They won't return my calls and I would like this dispute re-opened. Please contact me with any questions. Thank you,

We are very sorry to hear about this customer's inconvenience during their reservation and we would love an opportunity to look into the matter with more detailWe have shared their Revdex.com complaint details with our general manager and they will let us know how they would like to proceed
Best Regards,
*** ***Vacasa Guest Services

We appreciate this customer giving us an opportunity to gather more information regarding the reservation and respond from an informed positionOur general manager had given this customer a free nights stay as well as refunded the cleaning fee of $We feel like this is more than fair to compensate for any issues that they faced during their stayIf there are any other questions we will be happy to answer them and we wish all parties involved the best going forward
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,
*** ***
*** *** ***
*** *** ** ***