Vacasa

We are sorry to hear this guest was unable to use the reservation due to a medical issue We sincerely pray that the issue was not a major health concern
For any financial-related matters, we always try to insure that all information is relevant and current Since the reservation was
booked on a site other than Vacasa, our investigation will include what expectations were communicated on the 3rd party website It is our goal to review and respond as quickly as possible We thank the guest for their patience while we gather information

We appreciate the customer sharing the photos with usVacation rental homes often times undergo heavy use and can certainly show wear over timeThese photos so show that the home could use some attention and if the guest would have contacted Vacasa during the stay we would have been glad to send a housekeeper over to tend to any items that needed attention
Vacasa does offer compensation to guests if they arrive to a home that is not up to Vacasa standardsWe don’t agree with a full refund to the customerIt is customarily necessary for the guest to have communicated with us directly during their stay to allow resolution to an issue in order for a refund to be grantedWe cannot confirm the condition of the remainder of the home, but will offer the guests full cleaning fee refunded to themWe will issue a refund check of $if they can confirm their correct mailing address is: *** ** *** *** ***
*** * ** ***Feel free to reach out with any other questions of concerns that you may have
Best Regards,
Ridwan I

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,
*** ***

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***
Vacasa Guest Services

We apologize for any inconvenience and have reached out to the manager over the region this customer’s vacation rental home residesWe have asked them to follow us with this customer directly and appreciate them giving us an opportunity to do so
Best Regards,
Ridwan I***,Vacasa Guest Services

We are terribly sorry to hear that this is the experience that these customers had with VacasaVacasa has systems in place to ensure that our guests have an easy and carefree vacation and it is clear that this was not the case in this scenario
Vacasa guest services does stay open from 4:AM
PST - 11:PM PSTUnfortunately, our volume of guests and reservation inquiries has been considerably higher than expected, and our guest services team is working incredibly hard to stay available for our guests
We appreciate an opportunity to provide feedback to our guest services team and our field staff in the area this home is inVacasa is always striving to improve our operations and a truly apologize that these customers were unable to stay with usWe have corrected the lock box code to the home so our future guests will not have the same trouble upon arrival
Vacasa has refunded this guest in full and it is not customary for us to refund further than the paid amount for the reservationIn this customer’s case, we will make an exception and refund an additional $beyond the amount paid to Vacasa for the reservationWe would appreciate if the customer could please confirm that the address that the would like the $refund check mailed to is: ** *** *** *** *** * ** ***We await their response and wish them the best going forward
Warm Regards,
Ridwan I***
Guest ServicesVacasa

We are so sorry to hear that this guest had to arrive to an unclean homeIt is Vacasa's intention to have our guests show up to a home that is comfortable and ready for themWe understand that this was not the case for these guests and cannot apologize enoughUnder very rare circumstances a
housekeeper may not be able to clean a home and during busier times we may not have another housekeeper available to take their place
If this is the case, Vacasa will always offer to have a housekeeper clean the home as soon as possibleWe appreciate this customer cleaning the home and understand that it is not their ideal way of spending their vacation time
Vacasa has refunded this customer a total of $600, which includes the $cleaning feeWe believe that this is a fair refund for the issues that this guest faced during their stay and exceeds our standard refund for a similar situationThe refund was issued to their card on 3/and should have reflected their account in 2-daysIf they have not seen the refund reflect their account we encourage them to let us know so we can identify why it has notFeel free to reach out with any questions
Best Regards,
Ridwan I***Vacasa Guest Services

Revdex.com:I have received $check, finally, from the company. Sincerely, *** ***

We apologize that the guests were not able to enjoy their family vacation due to the mold within the first unit that they stayed inOur local operations manager made sure to respond fast when the guests were unhappy with the first home, and they decided not to stay in the second
home that we were able to provide for them.At this time Vacasa w*** not be issuing a refund to this guest due to them issuing a chargeback with their bank months ago.We apologize that we are not able to help this guest further.Sincerely, Sydney H*** Vacasa Guest Services

Regarding the guest’s question about the mattress, after the guest checked out, the mattress was exchanged out of the homeWe appreciate the guest’s patience while this investigation is completed Sincerely, Courtney S. Vacasa Customer ExperienceTell us why here

We are sorry that this customer had to wait two weeks to get in touch with a guest services representativeWe record all incoming and outgoing calls and it shows that the number this customer provided called us on 6/6/and left us a voicemail messageWe were able to reach them on 6/8/
and since then have been in contact with themIf they called us from a different number we encourage them to share it with us so we can search our call record for it to determine where there was a breakdown in communicationWe are committed to providing our guests with the best experience possible and a large part of that experience is our customer serviceWe are always looking for opportunities to improve and are grateful for this customer's feedback to make that happen
We do offer Trip Protection for our guests to purchase in case there is a medical or travel related emergency that prevents them from making their reservationWe were initially told that the reason they wanted to cancel the reservation is because the wedding they were planning to attend was cancelledThis is not covered by our Trip Protection and as such, we told them that they were not due a refund for cancellationThey then let us know that their father was in the hospitalIf that is the case, they do qualify to cancel with a full refund, minus the cost of their Trip Protection
On 6/15/this customer reached out to us and told us that they would like to keep the reservationWe have emailed them to let them know that they are able to cancel with a full refund minus the cost of the trip protection if there is still a medical or travel related emergency preventing them from making their reservationWe would be very happy to be part of their vacation and we hope that they decide to keep itIf there are any questions we are glad to help
Best Regards,
Ridwan I***
Vacasa Guest Services

We are so sorry to hear that the this customer injured themselves during their stay and were unable to participate in their planned activitiesWe are reaching out to the representative that they worked with to gather more information and we will proceed accordinglyWe would like to gather as
much information as we can so we can respond from a more informed positionWe appreciate the customer’s patience
Best Regards,
Ridwan IVacasa Guest Services

We apologize that the guest chose to leave the home because they were displeased with their perception of the smell of the cabinAs a popular cabin, there are, at the time of writing, reviews expressing guest’s opinion of the home, including this guest’s reviewThere is an average rating of
over ? stars and the only star review is this guest’sNo other review claims that there is a musty smell, or any smell at all, but we understand that perception and expectations vary from person to personThey would not have vacated a home unless it was a real issue to them and we recognize thatWhile vacating a home does not warrant any refund, we will refund $of the reservation to the guest to minimize their financial impact for renting a home they chose not to stay inIt should be noted that there are several pictures of the home that include views of the neighboring homes and express that it is not isolated in the woods with no homes aroundWe certainly take pest complaints seriously and appreciate you bringing the fact that there were ants to our attentionIt is unfortunately common to have a few ants at properties in the woods but we always take efforts to keep them under controlWe appreciate the feedback regarding the beds being too softWe are sorry that you did not receive an absolute immediate email response, as summer is the peak season for vacation rental management companies and we handle all concerns as quickly as we possibly canWhile calling us is the most immediate way to guarantee a response we still want to ensure all emails are responded to, as they wereThe refund of $will be provided to the guest within 2-days and we wish them well in future star gazing expeditions

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, Here is my reservation # Reservation Number: ***This business has not addressed my very unsatisfactory experienceI've been told I'd get a partial refund and never heard from them again in spite of numerous calls and emails. Your company has all of my emails already.Sincerely, *** ***

I appreciate the guest bringing this matter to my attention My sincere apologies that the home was not in perfect order upon their arrival We pride ourselves with assuring our properties are prepared before check-in I have begun my investigation by reviewing the notes on
the reservation, including a conversation the guest had with our property manager I will continue to investigate all aspects of this situation and provide an update very soon I want to thank the guest for their patience during this process. Regards, Mark W*** Vacasa Guest Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and look forward to a solution to the problem.Sincerely, *** ***

My deepest apologies that this guest has to endure the anguish of a future event that could affect their town and their lives tremendously Also, I apologize for our insensitivity in not considering the reason for the cancellation I won’t waste any more time with words--I will
fully refund their reservation cost of $408.24, and include an offer for a 15% discount off their next stay at a Vacasa home Of course, this comes with the caveat that they will give us a second chance to win back their trust, considering how they were treated by Vacasa The refund will be processed today and they should see the funds returned to the account within 3-business days I sincerely pray that the weather cooperates and any threat of flooding is averted I wish them all the best for the future!! Sincerely, 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
Sincerely,
*** ***

We are very sorry that this issue took longer than it should have to become resolvedWe do our best to locate lost items, contact guests and return their belongings in a timely mannerHowever the length of time does depend on the local manager's schedule, which is based on urgencyDue to
the number of homes we manage nationwide, it is far too time consuming to track lost itemsThey are collected, labeled and placed in a storage for up to days and disposed of if there is no inquiry by the ownerIf the Local Manager finds that the item is not in storage, they will check with the housekeeper and investigate the home again, depending on occupancy.After investigating this issue it does appear that our local manager mailed both of the coats back to the guest on December 5thPlease allow 5-business days for the coats to arrive. Sincerely, Sydney H*** Vacasa Guest Services

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***
Guest Services
Vacasa