Vacasa

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 that this customer did not stay in the home that they rentedUnder rare circumstances Vacasa may discover an issue in a vacation rental home that we manger prior to a guest's arrivalIn this particular scenario the property manager discovered that one of multiple showers
in the home that this customer rented was out of order
The property manager proactively reached out to this customer to alert them of the issue so it would no be a surprise upon their arrivalSince it did not seem at the time that the shower would be fixable by the time this customer arrived to the home they rented, the property manager followed protocol and offered a refund for the inconvenienceA $refund was applied to this customer's card 8/10/2016. It is not standard to move a guest to a different home or offer to cancel the reservation with a full refund for this kind of issueOur notes indicate that a refund was offered for the inconvenience, however it was not a full refund and the option to find alternative accommodations
We have reached out to our property manager and l area manager to gather more facts so we can respond from an informed positionWe appreciate this customer reaching out and for their patience while we research the details of their reservation
Best Regards,
Ridwan I***Vacasa Guest Services

We are sorry to hear that the home that this customer rented had an issue with the shower head upon arrivalIt is never our intention for our guests to stay in a home that is anything short of perfectOn rare occasion, as with any home, problems do arise and we do our best to correct them in a
timely manner
On the first day of this customer’s stay with us, Vacasa coordinated with a plumber to have the issue corrected so that the customer could use the shower for the duration of their stayUnfortunately, the home is part of a large condominium complex and in order for the plumber to shut the water off to correct the issue they needed to shut the water off for several unitsThe Condominium association agreed to allow the water to be shut off for one hour the following morning, as they needed time to alert other guests that they will be without water for a preset duration of time
We apologize that the customer felt like the experience with our guest services and local staff was not helpfulVacasa has had a large increase in the number of reservations that we have had and more people are calling us to book our homes than ever beforeAs a result, our guest services team has been incredibly busy, working around the clock to help our guestsThis has resulted in delayed follow up but we have recently hired more guest services team members to help with the increased volume and are continuing to hire moreVacasa was able to resolve the customer’s issue and provided a refund to them
To compensate this customer for their trouble, Vacasa refunded this customer a full night of their stay ($385)This is what we would consider a fair refund for the issues that the customer experiencedVacasa also provided the customer with an offer to discount 15% off the rent of a future reservation with Vacasa
We wish these customers the best going forwardFeel free to reach out with any questions in the future
Regards,
Ridwan I***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

Complaint: ***I am rejecting this response because I contacted my sister and our daughters in regards to your offerAfter requesting a full refund, considering all the inconveniences we suffered during our stay; we feel that a minimum refund of at least double your offer would be more appropriate
Thank you for your kind consideration.......Sincerely,*** ***

We are terribly sorry that the guest was unable to stay with Vacasa during their vacationWhile it is extremely rare, when extenuating circumstances prevent a home from being rentable to a guest, Vacasa takes every measure possible to relocate them to a comparable home as soon as possible
Unfortunately, with this guests case, Vacasa did not manage and other homes in the area this guest intended on staying, for the dates of the original reservation
As soon as the homeowner informed Vacasa that they would not be able to honor this guest's reservation at their home, Vacasa began searching for alternativesUpon discovering that there were no other homes available for these guests, Vacasa refunded the reservation in full to allow the guest ample time to secure alternative accommodations
The initial email regarding the cancellation and refund was sent to the guest on 11/23/@3:PM PSTThe email was sent to the same email address as listed on this Revdex.com complaintIn combination with the refund of $reflecting the guests bank within 2-days of the refund being initiated, the guest had notice of the cancellationThis occurred over a month before the reservation start dateThe guests request for an additional $to be refunded on top of the $refund that Vacasa provided for the full cost of the reservation will not be honored
The body of the email is included below:
To: ***
From: Vacasa
Subject: Reservation # *** for *** *** Condo at *** ***
Date: November 23, 2015, 3:pm
Hi ***,
I hope that this message finds you wellI wanted to reach out to you to let you know that I have some unfortunate news regarding your reservation for *** *** *** ** *** *** from 12/30/to 1/3/The owner recently contacted Vacasa to inform us that they will not be able to rent their home out for those dates due to unforeseen circumstancesVacasa tries everything in their power to ensure that a guest can stay at the home they rented and in the rare chance that they cannot, we generally find them alternate accommodations with another Vacasa homeUnfortunately, there are no other homes that we manage in the area that you are stayingAs a result, I have initiated a refund of $for the entire amount you paid for your reservation and you should see it reflect your bank in 2-daysI'm so sorry that I had to share this news with you and I hope that you are able to find alternate accommodations elsewhereIf you have any questions you are more than welcome to reach out and I hope you the best going forward
Regards,
Ridwan I
Vacasa
www.vacasa.com
(503) 345-
Vacasa
www.vacasa.com
(503) 345-
Feel free to reach out with any other questions that you might have
Best Regards,
Ridwan I***
Guest ServicesVacasa

We are so sorry to hear that this customer did not stay in the home for the entire duration of their reservationVacasa takes pest issues very seriously, and the accusation of beg bugs is absolutely not taken lightlyWe reached out to the general manager in the area of the home they rented to
gather more details and respond from an educated and informed position
Once we received word from the guest that they suspected that bed bugs were present in the home, we sent our local operations manager and general manager to verify the claim and follow up with the guestThis customer showed them the bug that they found and taped to a coffee filter and upon further inspection, found a different kind of bug in the homeOne bug was in fact identified as a bed bug while the other was not
There were no traces of beg bugs being present in the home aside from the one found during our general manager's inspectionBed bugs leave distinct evidence, none of which was identified by our general manager
Because bed bugs are a major issue, and one that Vacasa wants to be absolutely certain will not impact our future guests, we called a professional pest control specialist to inspect the homeLakeside Pest Control was brought into the home and they also confirmed that there was no presence of bed bugsThey suggested that the guests likely brought the beg bug that they found with them into the home
When this customer was speaking to our local operations manager and general manager they mentioned that they had experiences in trying to assist with eradicating bed bugs from her uncle's home for the past few months without successShe stated more that once that she was frequently in her uncle's home where they had an outbreak of bed bugs that they just couldn't get rid ofThis further suggests that this customer brought the bed bug that they found into the home with them
When our general manager went to the home they offered to have the customer stay in the home or move to a different Vacasa home in the areaThey did not recommend that they leave the home as this customer suggestsIf a guest comes to a home that has a bed bug infestation as a result of Vacasa overlooking the issue, we will absolutely issue them a refundBecause the home did not have bed bugs prior to the guests arrival and the customer left on their own volition, our general manager has decided that no refund is necessary given the scenarioFeel free to reach out if there are any questions and we wish all parties the best going forward
Regards,
Ridwan I
Vacasa Guest Services

Complaint: ***
I am rejecting this response because:
I already informed Tye C** on Friday, November 24, that I have not received the credit and that the bank has no record of receiving the credit eitherI also informed them (Kristen T*** as well) on November 17, and requested that the credit be made on November 8, when I received the October statementI am wondering if the correct owner was creditedThe credit that was allegedly processed on November 14, per Tye C** has not posted. Thank you
Sincerely,
*** ***

We are sorry to hear that this guest did not have a crib delivered prior to their reservation as they were toldVacasa does not offer cribs as a standard amenity in their homes and it is up to the owner of the to provide one for the guests staying at their homeIn this particular guests case,
they had asked for a crib, and the owners of the home had agreed to purchase one for themUnfortunately, for their own reasons, the owners did not follow through with their offer to purchase a crib for these guests reservation
In a situation such as this, Vacasa will do everything we can to accommodate a guest's requests, especially if a prior expectation was setA generous refund of $was offered by Vacasa as compensation for the frustration this guests faced from not having a crib as expected, having to purchase one on their own, and having to spend so much time with our guest services lineVacasa also offered to refund the cost of the crib ($74.76)
When Vacasa attempted to refund the guest on 12/27/2015, the guest informed us that their card number had been changedVacasa can only return funds to the original card that was used, so we were only able to refund this guest via checkA check was sent to this guest on 1/5/for $250, and another check for the cost of the crib ($74.76) is in queue for our finance team to send to the guestThey should receive both shortly
In an attempt to offer this guest an amenity that the home did not originally offer, we unfortunately left this guest frustratedWe apologize and wish this guest the best going forwardFeel free to reach out with any questions that you might have going forward
Warm Regards,
Ridwan I***
Guest Services
Vacasa
503-345-

Complaint: ***I am rejecting this response because:
Vacasa's response epitomizes what is wrong with this company--they are dishonest and refuse to take responsibility for their failures
1. Vacasa blames the owner for failure to provide a crib.
The fact is that in August and December, prior to our arrival, Vacasa confirmed that there was a crib at the rental propertyIn my conversation with their representative after arriving and finding that there was no crib, I was informed that the owners had approved the purchase of a crib. I was told that there was a failure on Vacasa's part and that one would be delivered the next day. Vacasa, not the owner, never followed through on their repeated promises to deliver a crib once notified of the problem. I can accept that there was a miscommunication between the owner and Vacasa prior to our arrival. I cannot accept Vacasa's repeated failures to remedy the issue
The refund
I would not categorize the refund as "generous." You cannot put a value on a nights' sleep, but I assure you that $is trifling when you consider that my daughter, son-in-law and their infant son lost sleep for two consecutive nightsCouple this with the repeated interruptions of our vacation, and you will see the $is an insignificant compensationPlease note that we were not compensated for our time or fuel cost when we were forced to drive to *** *** *** to purchase the crib ourselves
Vacasa was provided with our new credit card number. This was confirmed via email, and we were told to expect the credit to appear on our statement within to business days. It was only after continued contact with Vacasa that I was informed that they would need to send a check. A check for $250, which does not include the promised reimbursement for the PacknPlay, arrived. My emails regarding reimbursement for the PacknPlay have been ignored
We will never rent a property managed by this dishonest and incompetent company again,
*** ***

I am sorry that the guest feels that a business would stoop to underhanded tactics to make the guest go away I can assure them that any company performing that way would not have such high standing with the Revdex.com I can certainly understand the guest’s frustration with the situation and how it ended In order to provide a positive outcome, I’m approving a refund of $ The funds should be returned to the card within 3-business days My apologies that a resolution was not given sooner and I want thank them for their patience during this process. Regards, Mark W*** Vacasa Guest Services

Let us start with trust
At present --- I do not trust this company’s right hand of integrity
Prescribed below is the reason(s) that I have rejected the business response, and my supportive position
Allegedly, I have provided this company with my supportive position, before I contacted the Revdex.com
Frankly, I think that I have given there non-management staff, lower management and upper management team --- ample time to be fair and justMy supportive position is -- based on this company response and / or lack of positive response to my concerns and or legitimate complaints about the five star stay of the rental condominium
In addition, boot, I have provided my supportive position with pictures of the condition of what this company to sell me as an oceanfront, five star stay at a condominium unit, to this company. It is my belief and understanding that this company made misleading statements to me --- the day of the sale. For the reason that the unit in which I was to rent was advertised to me as an oceanfront - five star stay. In which condominium unit Aand Bwere next door to each other. The units were in two separate buildings separated by an Olive Garden Restaurant and parking lot.
In addition, I took the time to send the documentation-with pictures to Brittney my contact person, in whom I never spoke to via the telephone, during my stayFor these allege reasons of my complaint and my pictures, I think that I am morally justified in not accepting direct contact via email, from this allege business
Additionally, I also believe in second chancesHowever, I have given this company more than one second to be just and fairIn ethical consideration, that I think the company allegedly misrepresented ("herein referred to as "deceived") the two units to my daughter and meIn addition, I think my daughter and me did not get what we had bargained for, with this company
Most vital I think is - I took the effort and time to go to this company Internet Page, and I retrieved this company allege upper management email address(s)Subsequently, I sent electronic letters (emails) also with pictures of the condition of the unit to those individuals in who I was told was their upper management team, and to those individuals in which I found on the internet. At this point, it is my preference to keep the Revdex.com in the full grievance communication process pertaining to this specific Revdex.com Company. For reason being, that I think I am more than justified ("fair") in not wanting any more broken promises by this company
Because this company in my opinion had not been fair to me, and has only given me the old cliché of "lip" service versus providing a positive action to response to delighting the customer and customer satisfaction after the saleAs a result, I have made my decision due too my past negative responses and experiences with this companyAnd, in consideration that I have I lost faith and trust with this company right hand shake of integrity, in what was suppose to be a sale of ocean front luxury "five star" stay.
Simply put, I allege that via my telephone contacts with this company --- I have spoken to a whole lot of employees, in which consisted of broken promisesAllegedly, I was informed that this company would investigate my concerns, after I sent numerous emails and pictures of their rental condominium unit. Moreover, I allege that I sent those emails and picture --- before I contacted the Revdex.com
Now, do you agree or disagree with me? Meaning that I have been more than fair on my part with this company, and do you agree that I have given this company more than sufficient time to correct the deficiency(s), and provide excellent customer serviceIf not, look at the date of the contract and look at the current date? Meaning, I think a whole lot of time has passed since the actual rental contract date begun the date the contract date expired and today's date.
Given that, my daughter and her family also rented a five star unit from this companyIn which my daughter desired to have part of her stay for her honeymoon, as her daughter competed in a national dance competitionInstead the honeymoon was ruined by allege untruths to make an alleged sale of one, two units, and the child that had to compete had insufficient sleeping quarters
Why should I trust this establishment after this company ruined my daughters honeymoon and my two grandchildren were made uncomfortable, at their rental unit? I feel very strongly that this company allegedly misrepresented their unit, in addition, allegedly deceived and misled me and my daughter in order to make a sale of the two units to me and my daughterIn which reminds me if a clichéI think there is an old cliché that says something like the following
… Fool me once -------- shame on you
… but fool me twice ---- shame on me
Meaning, I sent the pictures to this establishment of the condition of the five star condominiumsI think the pictures speak volumes for this company sakes integrity during and after the sale of their rental unitAllegedly, I also sent the emails and the pictures of the unit to the so call authorities (management) and to whom I told was the middle and or upper management of this companyIn addition, I attempted to maintain an open line of communication between me and guest services, lower management and upper management by supplying pictures of the unit ---- before I contacted the Revdex.com and ultimately filed the complaint with this agency
Today, the Revdex.com sent me a letter with another name of an employee -- in which would represent this complaint. In which symbolizes to me that this company has many names of employees that is suppose to be the one to resolve the complaintGiven that, I believe that I received promises that this company would investigate my concernsMeaning, what I previously received was a contact name, and then I received another contact name and so on and so onIn an ethical and ethical nutshell, all I have is an accumulation of names, in which I allegedly from this received from this company.
For that reason, this company can make their ethical / moral behavior be shown to me in hopes to resolve this matter with the Revdex.com looking over their shoulder. Meaning, I write to say, I opt to communicate with this establishment with the Revdex.com bring fully involved in the communication loop and not without the Revdex.com watching this company right hand shakeIn consideration that back in my times, a person’s word stood as a symbol of integrity, and we did not need a contract
In other words, this establishment does not have anything to say to me via an email to my email addressBecause I have emails from the company and all I heard after the emails was the sound of crickets, in my earMeaning, whatever this company has to say to me I suggest for this company to put it in writing, in this grievance.
Given that, I have opted to respond to this establishment with the Revdex.com in hearing what this company says to me --- due to this company ethics / behavior. In that way, I can protect me as a former consumer of services of this company and at the same time, the Revdex.com can examine the right hand shake of integrity of this company, as we try to reach an amicable agreement
In addition, I have mistrust of this company behavior before and after the sale, they can contact me via the Revdex.com, to resolve this issue. In addition, I base my mistrust because of what happened also during my stay at their unit, as I got on my knees to clean the unitIn consideration, that I took the time to document and I took the time to take pictures of the conditions of their so call five star condominium unit represented to my family and me
Given that, that I feel very strongly that this company allegedly deceived and lied to my daughter and me during the sale of the two rental unitsIn addition, I believe that this company added insult to injury --- after this company had me pay for a unit that was suppose to be a five star ocean front stay
Instead of getting a five star stay I allege that I had to deal with the following concerning the rental unit
1. Mold (bathroom ceiling)
Mildew (bathroom ceiling)
Ugly crack popcorn ceiling with water damage(s)
4. An office with a sign close for the eight days of my stay.
A patio door with a missing lock
6. Foul smell in the condominium unit
7. Many inconveniences (limited and or no closet space for luggage)Refrigerator used part of the closet, vacuum cleaner, broom, glasses silverware, ironing board and shelves for kitchen utensils etc.
8. A unit that appeared to be located in the lower blighted area of the community (ghetto).
No sheet(s) provided for the pull out bed
Unclean bathroom
11. Wall units did not work or lamps - electrical issues
Noisy upstairs neighbors
It appeared in the upstairs unit someone was moving furniture all night
Renter was provided a key that did not unlock the first flow restroom
Renter was provided a key that did not unlock the locked / security pool area
Exterminator (roach in shower)
Other
Finally, please look at the date of my contractual stay and the day my contract ended with this companyGiven that, I think that I have given this company ample time to be fair --- before I contacted the Revdex.com
With the right hand of integrity, I seal as
*** *** *** ***
*** *** *** *** *** *** *** *** ***

Complaint: ***I am rejecting this response because: the matter has not yet been resolvedAttached you will find a snapshot of the e-mail with reservation and property number along with effective datesAgain, we were promised a refund on two separate occasions and never received it.Sincerely,*** ***

We have not received confirmation that this customer would still like the refund check sent to
*** ***Address:** *** ** Georgetown, Georgia
Since that is the last given address, we have requested that a check be sent to her thereIf they have any other questions they are welcome to reach out and we are glad to help.
Best regards,
Ridwan I***
Vacasa Guest Services

First of all, we are very sorry to hear that health issues will prevent you from staying at The *** *** ***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

We are very sorry that this customer had a difficult time reaching our guests services teamThe local property manager in the area that they rented their vacation home did not receive their initial email and as such, was unable to respondWe are committed to ensuring our customers are able to
reach us when they have issues that arise before, during, or after a reservation and cannot apologize enough that we did not get through to them immediately
This customer left us a voicemail on 5/27/and we when a Vacasa guest services representative called them back the call was answered and immediately disconnectedWe were able to get in touch with this customer by phone on 6/1/and they asked us to email them once we had the information that they asked for in their email
The request that they made was to confirm specific items are present in the vacation home for their stayWe have standard items in each home Vacasa rents to lend to an easy and comfortable vacation experience and if a customer has questions about optional items we have an individualized checklist for each homeThis customer asked for information regarding items that we do not list in our optional amenities and a count of items like pots, pans and patio chairs so we had to consult our local property manager for this information
Unfortunately, there are currently guests staying in the home that this customer rented so out property manager will need to wait for reservation to end before entering the home to get a count of the items mentioned aboveWe respect our guests privacy and would not want to disturb their vacation and we hope that this customer understandsWe absolutely appreciate their patience and for working with usWe have emailed them today letting them know that we will have more information for them tomorrow
If there are any questions we encourage them to respond to the email that was send to them today and we wish all parties involved the best going forward
Regards,
Ridwan I***
Vacasa Guest Services

Complaint: ***
I am rejecting this response because:I do appreciate the apology, but I have not been fully refunded for 1 night as mentioned (half of my stay, since I paid for nights). And I also have not been fully refunded for what I was overcharged. My quote was $457. Take away the $fee from HomeAway and vacasa's portion of the quote was $412. Half of the quote would be $206, and I was overcharged $bringing the total to $if refunding the full overcharge and half of what I paid to vacasa(including fees). I have received $in refunds thus far. When I receive the remaining $I will consider this matter resolved
Sincerely,
*** ***

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 detailThey did not share their reservation number with us and we are unable to find it using the provided email address or phone number in
the Revdex.com complaintIf they could please share their reservation number (found in the reservation confirmation email or check in instruction email that we sent them) or the email address that they gave us when creating the reservation we can respond from a more informed position
We hope to hear from them soon and with them the best in the meantime
Best Regards,
Ridwan I***
Vacasa Guest Services

We are sorry to hear that this customer arrived to a home when there was still some garbage left from previous tenantsIt is always our goal at Vacasa to make sure a guest is greeted by a clean and comfortable home that is fully ready for them and their guests
Our housekeepers work very hard
to make sure everything in a home is taken care of within the short amount of time between 11:00AM and 4:00PM (guest check out and guest check in)It is very rare, however, under extenuating circumstances a housekeeper might forget a specific task when preparing a homeThe housekeepers that we employ are very thorough and have a track record for successWe have shared this feedback with our housekeeping team to make sure it is not a recurrence
We are sorry for any confusion regarding the deck not being privateIt is important for Vacasa guests to have a clear understanding of the home that they are rentingThe online listing for this home available on Vacasa.com shares the following information in the first paragraph: “Make this studio-style condo your own and enjoy everything from an excellent patio area to a shared deck with great views.” We also provide photos of the deck, one with a caption that specifies “Shared Rooftop Deck”
While we can appreciate their request for a refund, Vacasa does not agree with the suggestion of $of the $that they paid being refundedThey paid an $cleaning fee and the only issues with the cleaning being that some garbage was left by previous tenants, a fork was left unclean and that one toilet was not fully cleaned, we can offer a refund of $
If there are any other questions we are happy to help with them and wish all parties involved the best going forward
Best Regards,
Ridwan I***Vacasa Guest Services

We are extremely sorry that this guest did not have a fantastic start to their stay with usOur local staff has stated that they made every effort to satisfy and resolve all issues that this guest had with the homeWe have alerted the owner of the condo that the mattress needs to be replacedOur
local manager was informed to put a dehumidifier in the lower level to ensure that mold is not an issueWe did comp the guest, one night at a cost of $because Customer Service and Guest Satisfaction is important to usWe do hope that the guest’s family enjoyed having some extra time at the beach