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

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 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

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

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

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 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 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

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, *** ***

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 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

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

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, *** ***

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***Vacasa Guest Services

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 complaintThank you for your patience and we wish all parties involved the best
Regards,
Ridwan I***Vacasa Guest Services

We do apologize for all the inconveniences caused by these eventsWe agree that it was extremely bad timing for the homeowner to sell his home and not honor this reservationHowever, this is their property and they have the right to make this decisionUnfortunately, we will not be providing any compensation over and above the reservation cost that has already been refundedRegards, Mark W*** Vacasa Guest Services

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