Vacasa

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,
*** ***

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
My address is *** ** *** *** *** *
Portland, Oregon 97202. 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

Thank you for reaching outWe appreciate the customers stance but we maintain that the refund provided was fair for the situationWe apologize that we could not come to an agreement with this customer
Best Regards,
Ridwan IVacasa 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
Thank you, RidwanThe check can be sent to *** ** *** *** *** ** ***
Sincerely, *** ***

We are very sorry that this customer had anything short of a perfect stay with VacasaWe appreciate them sharing their reservation number and we have reviewed their reservation details and notesA refund for their cleaning fee of $has already been processed and the guest must not have been
all that upset with the home since they requested to stay an additional night after reporting their issues to usThis customer has already been told that they are not due an additional refundWe are confirming additional details with the manager of the area that this guest rented their home because they have been blocked from renting homes through Vacasa in the futureFeel free to reach out with any questions in the meantime
Regards,
Ridwan I***
Vacasa Guest Services

Thank you for providing the addressWe do not keep names in our general catalog of homes for terminated contracts, so I was unable to reference the home by the customers nameNow that I know which home this is in reference to, I have requested a copy of the home owners contract with Vacasa.
Vacasa contracts do not generally offer damage protection and the homeowner is liable for the damages that we cannot collect repair costs forOur owners team will send me the contract this coming week and I will be able to determine whether or not Vacasa should have been liable for the cost of repairs or notIf there was a deviation from our standard contract and we were in fact meant to cover the cost of repairs based on the contract details, we will be more than happy to oblige and do so
Best Regards,
Ridwan I.Guest Services

Complaint: ***I am rejecting this response because: I want to keep this complaint open until I receive the agreed upon refund Once I receive the check I will accept the businesses response.Sincerely,*** ***

I sincerely apologize for the inconvenience of not having hot water and heat for a portion of their stay We can agree that these are very important amenities when staying in a home and I am very sorry that some members of our staff did not share the guest’s concernDue to the
inconveniences, I am refunding them one night’s stay, putting the funds back onto the credit card Normally, it takes an average of 4-business days for the monies to return but I will process the refund todayI want to thank the guest for their patience and also remind them of the 15% discount off their next stay in any Vacasa home This is not a voucher but a verbal offer that can be redeemed the next time they book If they reserve online, they can refer to this case for reference and mention my name. Regards, Mark W*** Vacasa Guest Experience

Revdex.com:I have reviewed the response made by the business Vacasa in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me My purchase price has finally been reversed on my credit card 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 meI have received the refund on my credit card as they said I would I still don't understand why it took them three weeks to process something they said they were going to do in one day.Sincerely, *** ***

Complaint: ***I am rejecting this response because:I have talked with the business at length and their stance is that they were not given an opportunity to clean the home prior to our vacating.We spoke to the customer care manager who acknowledged that the level of cleaning that we would have required to feel comfortable in the home given it's state could not be provided during our stay (steam cleaning the carpets and upholestery)They maintain that the property was cleaned and they were sorry that it was not up to "our standards"Mildew on a shower curtain and floors that were clearly not mopped for a long period of time are not "clean". In addition, how could we be sure that the stains on the carpet in a pet friendly home had ever been apropriately treated given the above.We paid a GREAT DEAL of money for this rentalI feel that the expectation on paying this amount of money would be a property that was clean and comfortable by all standards (including the paying customer)This property was neither and their response to our complaints was not timely or straightforward at all.To reiterate, NONE of our emails were responded to by customer care in regards of making other arrangements for our stayTo reiterate, a manager and customer care manager acknowledged that what I, as a customer, would have needed to feel comfortable in the property could not have been provided during our stay (therefore negating their claim that they weren't able to rectify the situation).As we were the paying customers, I find it upsetting that this company did not provide on a clean property, does not acknowledge that our vacation was negatively affected by this lack of a clean property and additional would like to penalize us for trying to salvage our vacation by finding a clean place to stay. I would consider this theft under pretenses.I would appreciate if the Better Buisness Bureau would look into and make reccomendations on this case. As I have since read about this, it seems that MANY customers have had similar, frustrating complaintsSincerely,*** ***

Hello, My sincere apologies to the guest for what she claims to be our attempt to shield information from our guests That is not how we conduct business The booking fee is one cost component of the total reservation amount, is a standard practice in the industry but ours is
not the highest, compared to VRBO or other sites This fee is charged to offset administrative costs we incur in doing business For example, credit card processing fees What I am confused about, and request clarification on, is the guest’s statement that they gave advance notice of a cancellation request I reviewed each reservation’s notes and confirmed in two emails, but found no request to cancel any or all reservations If the guest wishes to cancel the reservations, we will certainly comply with that requestBut, with the understanding that the booking fee will be kept--as this is a standard and legal practice amongst the vacation rental industry. Regards, Mark W*** Vacasa Guest Services

We sincerely apologize for the last minute inconvenience caused by the owner's decision to stay in his home during the closing of the saleWe completely understand the guest's frustration with having vacation plans fall apartAs much as possible, we try to find an alternative home availableWhen
we provided the guest with options on other sites, they certainly had the choice to accept or deny them but there were definitely homes availableFrom a legal standpoint, we are not bound to compensate guests for costs over and above the full refund of their original reservationThe guest was refunded in full the amount of $In good faith, we offered to pay $toward their cost of another homeAgain, we are very sorry that the guest's vacation was ruined by these events

I want to deeply apologize to the guest for the inconvenience caused by this issue We completely understand their frustration regarding the few options that were offered to them on 6/26/ We try to remain flexible when emergency situations arise in locales where we manage
vacation homes On 6/28/2017, we made the decision to refund the guest $506.34, or the total cost of their reservation I want to thank the guest for bringing their grievance to our attention and I’m very pleased we were able to resolve this matter as quickly as possible If the guest can see it in their heart to give us a chance to win back their trust, I would like to offer them a 20% discount off their next stay in a Vacasa home We appreciate their patience while the situation was being resolved, and wish them all the best for the future. Regards, Mark W*** Vacasa Guest Services

Hello,We are extremely sorry that the guest arrived at the home and felt it wasn’t clean It is completely understandable that this would diminish what was intended as a wonderful vacation However, the guest made an immediate decision to leave on their own and vacated the premises
before our local property manager was dispatched to the home When our manager arrived, she found the window wasn’t broken, only open The water had been turned off accidentally by the owner, but was turned back onIn our opinion, the guest did not allow our field staff to make an effort to resolve the situationFor example, a housekeeper would have been called immediately to the home to clean it I will not approve a full refund, but I will approve of a partial refund of $of the cleaning feeCoupled with the $already refunded for the booking fee, this totals a $ refund. I’m hopeful the guest will approve this refund We appreciate their patience during this investigation We wish them all the best. Regards, Mark W*** Vacasa

Complaint: *** We are rejecting this response because:If our only complaint was the maintenance items that were referenced as "resolved promptly", I would accept the refund offer as $+10% off a future stay as proper compensation for our complaintHowever, the main grievance overall is that the property was dirty, worn, in poor mechanical repair, and overall NOT AS LISTED on the Vacasa website when we signed the rental contractWe have attached a .pdf showing the poor condition of the unit; compare them against what is currently shown on the Vacasa website at https://www.vacasa.com/unit.php?*** and let us know how you feel about the accuracy of the listing and overall suitability of the unit to be a "Vacasa property"In addition, since our experience with Vacasa has been unsatisfactory, any offer of compensation that involves a discount on future transactions with Vacasa is simply unacceptable.Sincerely,*** *** *** *** ***
***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

I sincerely apologize that the guest did not have a positive vacation experience during their stay We pride ourselves on the assurance that the home will be fully prepared for their arrivalDuring my investigation, I reviewed the notes from the reservation and the maintenance tickets,
as well as, talking to the local operations manager who was onsite the day they checked in. Regarding the guests complaints during that time, the smell in the home and the dryer, it’s important to state here that they arrived at the home before the 4pm chetime, preventing the property manager from inspecting the home properly Given that task, she would have noticed these itemsAs it was, she inspected the dryer with the guests and noticed the knob was missingShe gave the guest a tool that would allow them to use the dryerAnother example included the guest noticing foil covering the smoke detector…..this would have been removed during inspection when the maintenance tech was in the home repairing the shower, he noticed the smoke upstairsDuring a conversation with the property manager, he stated to her that this was not a threat to guest’s safety, yet the property manager called the fireplace company to arrive the next day to inspect The above examples serve as evidence that the property manager acknowledged and addressed the concerns in a timely manner However, I do agree with the guest that we didn’t do a good job in replying back to them after their stayEven if one person would have made a return courtesy call, it would have shown an attempt to proactively reach out. I’m approving an additional refund of $ Since the reservation has been closed, I will mail a refund check to their address on file I want to thank the guest for their patience during this time and wish them the best for the future. Regards, Mark W*** Vacasa Guest Services

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