Vacasa

Complaint: ***I am rejecting this response because:
The question of why we weren't offered other accommodations with a working shower has not been answered The issue was known before we even arrived
The inconvenience of the problem persisted beyond the one day and the on site staff at the condominium told me they had no knowledge of the problem, from the front desk to the maintenance supervisor that would be responsible for shutting the water off for the plumber His response was verbatim, "First I'm hearing of it but feel free to call me and I will be happy to help."
Leah in customer service assured me she would call me back but never did despite multiple messages When a customer service manager, Mike, was involved he offered the compensation of one night and said he would send an email assuring us of this but never did The excuse of the company's success preventing them from dealing with us more appropriately seems very weak
The bottom line is I feel we should be refunded more than just one night and a 15% discount on a future stay with a company I have lost all faith in is not acceptable compensation
Sincerely,*** ***

Complaint: ***I am rejecting this response because: yes the cleaning deposit was refunded because I had to buy cleaning supplies and spend first days cleaning condo; but the overall condition of condo was poor and the infestation of fruit flies was ridiculous It ruined the trip and most of our food; we were forced to eat out as much as possible Every time we sent a drink or food down it would be covered with the flies! The maintenance issues ( doors very hard to open or close, cabinet drawers with nails sticking out, no lights in master bath shower and tub area, black mold, stains on carpets, laundry room lights out, and numerous electrical outlets not working and many others) made this stay miserable
I still am requesting refund or partial refund of amount paid for my stay
Sincerely,*** ***

Complaint: ***I am rejecting this response because: While the response is generally accurate regarding the specifics of the close-out of the account, the business never addressed my primary reason for filing the complaint. There needs to be a plausible explanation for why there was never a phone call or email response to my MONTHS of requests for information and action. The only way which I obtained an answer to my question on why this was taking so long was to file this complaint ( Vacasa has STILL NOT reached out to me) This is one of the primary reasons why we made the decision to leave Vacasa and cancel our contract. Therefore, Vacasa's response isn't any sort of acceptable resolution
The fact that a customer can't get a timely response after multiple inquiries, let alone an apology and "here's how we'll make things right' speaks volumes about how this company conducts business. This is NOT a business that should get an sort of Revdex.com award, as they tout on their website
Until Vacasa reaches out to me personally and offers a plausible explanation for their lack of action and response, as well as an apology, this will not be resolved.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 meSincerely, *** ***

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: ***I am rejecting this response because: the problems were not fixed while we were thereWe paid for things that we could not use We did not receive a new mattress to sleep on, they brought out a mattress cover to put over the blood stainsI have attached pictures of the blood stained mattress and comforterI am the one who suggested they get a dehumidifier for the downstairs unitIt was not gotten while we were thereThey advitisted this unit as a two story house but the downstairs unit was separate and could not be assessed thru the main unit and even without the mold my children could not have stayed there because the windows could not be locked and thus was another safety issueThe downstrairs rinse off shower and fishing light were not fixedI saved money for this trip and feel like my was wastedWe came home feeling stressed and like we did not even have a vacation this summerI have rented from VRBO several times and have always been pleased and felt like we got what we payed forI can not say that for Vacasa, it is like once they get your money that is all they care aboutEven their response to you ( Revdex.com) acknowledges that they are aware of the problems and that they have contacted owners to fix the problems therefore I feel we should be given a refundYes, I asked for an extra night (the unit was not even rented anyway) to try and make up for all the disappointments to my children (value in their opinion) for the I had already spent on the unitWe were misarable and left out early the next morning still very disappointed and then when I tried to call and email for resolution I did not even get a response until I called the main number to ask why my emails and calls had not been returned When I finally got an email it was written to be belittling and with an attempt to downplay and justify their actions not attempt to find resolution.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 methank you for taking the time to help me out, I understand it was just an inconvenience and bad timing I will do business with them in the near future.Sincerely, *** ***

We are so sorry to hear about this customer's experienceWe have reached out to our general manager over Westport to gather more information and will respond soonWe encourage this customer so reply to this complaint so Vacasa has an opportunity to connect with them once we have heard back from
our general managerWe appreciate their patience and understanding and hope to hear back from them soon
Best Regards,
Ridwan I
Vacasa Guest Services

Thank youThey advised me today they will refund $

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 compensation. Sincerely, Mark W*** Vacasa Guest Services

Complaint: ***I am rejecting this response because: I already complained multiple times to vacassa and they are ignoring me and making excuses for procrastinating I stayed at the doe hill cottage in *** *** IThink the number was or 54but they should already have that information from my multiple phone calls and email complaints.Sincerely,*** ***

We are sorry that we are not able to come to an agreed upon solution with this customerVacasa sends our rental agreement to our guests once they create the reservation and it specifies that guests cannot cancel their reservation for a full refund if they are within days of the reservation start dateThis home, while not a luxury vacation rental, maintains a out of star guest rating from guests so farof these reviews are from guests who stayed with us after this customer's reservationIf they arrived to a home that was not cleaned to their liking, Vacasa would have been happy to have housekeepers sent to the homeIt is safe and ready to be occupied by our guests and the kitchen appliances work perfectlyOur offer to send them a refund check of $still applies and we are happy to mail it out as soon as they confirm their current address
Best Regards,
Ridwan I***Vacasa Guest Services

Hello, Owners are always able to access their statements through their Owner Portal, because it was not able to be found we have sent the February statement to the email (***@gmail.com) that we have on file, this will be sent from [email protected]. In regards to the liability insurance concern, our signed contract terms require every homeowner to have a proper guest liability policy in placeUntil we have proof that an owner’s private policy matches our requirements, we automatically enroll them in our own coverageWe obtained proof of this owner’s liability policy on 2/20/18, so from this date forward they will no longer be billed for our coverage on future reservations If the owner has any more concerns their local managers will be able to help them further. Best, Sydney H. Vacasa Customer Experience

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 accept to occupy room in June or July as they stated, that's all we were trying to do in the beginning, but their customer service stated that was not an optionWe need a number to contact to set up the new dates to occupy the premises.
Sincerely,
*** ***

We are terribly sorry to hear that this customer had anything short of a fantastic experienceWe have shared their complaint details with the general manager in the area that they rented a vacation home They are reviewing the reservation and will let us know how they would like to proceed
with this customer's complaintIf this customer could please respond to this complaint, it will allow us an opportunity to continue corresponding with themThank you for your patience and we wish all parties involved the best
Regards,
*** ***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 I am waiting to hear back from them as they are partially refunding my stay They say they are sending a check in the mail and should arrive next week.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
Sincerely,
*** ***The mailing address is correct

We apologize for the inconvenience resulting from the home not being as clean as promised I have investigated this situation, including all notations from the reservation and I agree that our local staff did resolve those requests for help, that could be addressed immediately
Including Vacasa’s offer to move the guest to another home, but the offer was deniedThe other concerns regarding furniture stains will be addressed very soon as all of our homes are given a deep cleaning before the summer season Therefore, the guest’s request for a full refund is denied We appreciate their patience during this time and wish them all the best. Regards, Mark W*** Vacasa Customer Experience

We apologize for any confusion that arose from this situationWhen the customer contacted Vacasa to inform us that they would not be able to attend their reservation, they did so within days of their reservation start dateThe reservation confirmation email that we sent to this customer on
8/2/after they booked the reservation on HomeAway.com outlines our rental agreementThe rental agreement specifies our cancellation policy as follows: “Cancellation Policy: Rental payments (less a 5% processing fee of the full reservation amount) are fully refundable up until days prior to the reservation.”
The Vacasa guest services representative that they worked with felt empathetic towards their situation and wanted to help them recoup some of the cost they had put towards the reservationThey offered to refund the cleaning fee, pet fee and any nights that were rebooked by other guestsThis customer’s reservation was for the nights 9/6/- 9/8/and thankfully the night of 9/8/was booked by a guest whose reservation covered the nights on 9/8/- 9/10/The Vacasa guest services representative monitored the homes reservations and was able to refund the night that was booked by another guest
In total, the guest services representative refunded $for the rebooked night, the cleaning fee and the pet feeWe are sorry that they feel as though we gave them an incorrect courtesy credit for the cleaning feeThis home has a standard cleaning fee of $90, which can be verified by visiting https://www.vacasa.com/unit.php?UnitID=selecting some dates as though you are creating a reservation and then clicking the green box on the right side that reads the total price followed by the number of nights and “click for details”The fee breakdown should be included which displays the $standard cleaning fee for this home
This customer had a follow up conversation with a guest services representative when we explained the breakdown of the refund they began to raise their voice and become unprofessionalThe Vacasa guest services representative was unable to continue the call so they escalated it to a team lead who offered an additional $to the customerThey tried to explain that the refund was a courtesy that was provided outside of standard documented policyWe do not agree that any additional refund is necessary, and are sorry that this customer was unable to stay at the vacation rental home that they originally reserved
We welcome any questions and want to wish all parties the very best
Regards,
Ridwan I***Vacasa Guest Services

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