Vacasa

We deeply appreciate that the guest brought this issue to our attention Since they filed with the Revdex.com, our general manager conducted a test in the home for lead paint and it came back as positive Therefore, Vacasa has given the guest a full refund Our sincere apologies for
any inconvenience this has caused, as we have taken the necessary action to notify future renters and block the home until it is repaired and inspected We want to wish the guest all the best in the future. Regards, Mark W*** Vacasa Guest Services

Complaint: ***I am rejecting this response because:
Reservation #***Sincerely,*** ***

Hi Thank you for following up with me I have not been rebilled the amount of $on my *** credit card which was in dispute with Vacasa, therefore, I believe Vacasa has accepted the charge reversal on my *** This issue should be resolved If the charge posts back to my account, I will contact the Revdex.com to reopen this claim Thank you for your assistance in this matter *** ***

Revdex.com:This would be satisfactory to me if it happensIt is February 26th and I still have not received the originally promised refundIf a total refund of $is forthcoming, please advise VACASA to send me and advise WHEN they are sendingEveryone is always so polite and friendly but nothing ever is resolved or refunded
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me SO LONG AS IT REALLY HAPPENS!
Sincerely,
*** ***

Revdex.com:
SUBJECT TO ACTUALLY RECEIVING THE REFUND CHECK, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I confirm that the P.OBox mailing address is correct.I don't see an option to accept the resolution subject to actually receiving the refund, so I guess I will have to submit a new complaint if the business fails to follow through?Thank you for your assistance
Sincerely,
*** ***

Complaint: ***I am rejecting this response because the hot tub was a crucial part of our vacationWe did just check and find a $credit however, we feel that the hot tub was more than a $value and wouldn't have rented the home had the hot tub not been availableThe unscheduled visit from the contractor and real estate agent in addition to the hours we we asked to vacate the property while an inspection took place disrupted our daysWe feel that this in an unfair amount offered as a resolution to this disputeWe reached out to VACASA multiple times over weeks and it wasn't until we made a complaint that we heard back
Sincerely,*** ***

Complaint: ***I am rejecting this response because: Everything that was told to you was a lieThe biggest lie is that I "assisted" my family member with trying to get rid of the bed bugs they had in their home"assisted" was NEVER a word that was used in the conversationI have intentionally NOT gone to their house since knowing they had bed bugsMy uncle encountered them from a hotel working out of townI was not at their house within months PRIOR to him leaving out of townThere is no possible way I brought them to the house when I have not come in contact with them at the suspected houseI'm not going to continue to argue with a company who will believe their employee who is blatantly lyingShe obviously did not have authorization to issue any sort of refundShe was simply a face to show up and try to make us feel betterIt's very unfortunate that your company will not stand by what their employees promise to customersI will absolutely NEVER use this company again and am very disgusted with how they have handled everything about this situationSincerely,*** ***

Revdex.com:In reference to complaint ID ***, the business sent me a check as a partial reimbursementI find that this resolution is satisfactory so the case can be closed, but it is unfortunate that it took making a complaint to the Revdex.com for a resolution to be reached.
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,
*** ***

Complaint: ***I am rejecting this response because:Yes you did resolve the problem and refund my money but it took ME calling you to get the refund! Customers should not have to call/email more than times to get any response at all. Your company just plain stopped calling me back. Very disappointingSincerely,*** ***

Complaint: ***I am rejecting this response because:
I've been in contact with Vacasa about this for well over a month now, and they seem to be telling me they need to wait for management to educate them on what happenedIn my contact with them I have been promised at least three times that one of these managers would get back with me and they continue to fail to do so via email or phone to this dayAs I am accruing interest on the credit card from this wrongful charge, I am already paying for their mistake, so I reject a request for my patience I hope all parties can understand and respect this
I hope Vacasa shares with the Revdex.com that the damages I am being charged for were not inside my rental unit, but were done to the community hot tub that was accessible to other guests on the property.
This said, I'm concerned of Vacasa's language concerning its policiesThere were other Vacasa
customers on the property autonomous to our reservation using all parameters of the property,
hottub includedUsing Vacasa's own language, "The renter is liable for damages to the
property should they occur..." becomes problematic when the example is focused on parts of
the property that are accessible to other Vacasa customers, and when the charges are focused
on a specific rental unit and not all of them without conducting some sort of investigation as to
whom is actually responsible for the damages involvedHow I learned I was chosen to pay for
the alleged damages was from a CSR, who told me I was subjected to these charges based on
the manager's assumptions that he connected them by seeing recycling in my unitThough this
certainly isn't evidence linking anyone to any damages caused outside of my unit, and really
comes down to simple profiling on the manager's part, as I was told
Furthermore, I'm fine paying for damages I make, should I make themIn this example, I am
100% confident the accused damages did not come from our reservation.
Thank you for your consideration in this matter.
-*** *.Sincerely,*** ***

Complaint: ***I am rejecting this response because: A Vacasa rating of out stars suggests that 20% of Vacasa's customers were not satisfied with their lodgings or their serviceMy husband and I booked with Vacasa (Reservation#***) after viewing a few pictures of the rental unit on a smartphoneHad we previewed the unit in person, we would not of rented itRetailers and businesses that we routinely support have a 100% or even a 110% satisfaction guaranteeVascasa seems to be satisfied when some of its customers are not satisfiedAlso, Vacasa is quite satisfied to take a customer's money even when they did not provide a service to that customer (we did not occupy the rental unit)I want the full amount of $mailed to me at *** ** ***So***, MN ***Sincerely,*** ***

My apologies for the delay I see the owner sent her last reply on 3/ Since the check was sent on the 8th, we normally assume a 7-business day timeframe for mail delivery receipt Today, is the 20th and I’m hopeful the check has been receivedFrom the address above, we can confirm that the check was sent to the correct location If the owner can reply back to confirm if they’ve received the checkIf not, we can attempt to track its progressWe appreciate their patience. Regards, Mark W*** Vacasa Guest Services

We have reached out to this customer via email to *** and hope to hear back from them shortly.
Best Regards,
*** I
Vacasa Guest Services

We appreciate this customer’s patience while we gathered additional details about this reservationWe were unable to identify any issues with the shower or tubWe apologize that this customer was unable to use it and understand that not all showers or tubs operate in the same fashionThey worked normally upon inspection and without concern
The home this customer rented is listed on Vacasa.com as not having cell phone service, and we apologize that they were expecting to be able to use their cell phones while at the homeCell service is ubiquitous in so many areas that it can be quite alarming when it is not presentMany of our guests appreciate the temporary cut off from the outside world while on vacationWe are sorry that this customer did not share in those feelings
This home is located in a safe, remote location and has never been reported as having any break insThe back yard is fenced in and the dowel securing the sliding door is as effective as any lock, and just as easy to put into placeWe never want our guests to feel unsafe and would certainly not put them in any risk of danger
We have worked with this customer directly and have already informed them that no refund will be providedWe appreciate them reaching out and encourage them to let us know if they have any additional questions
Best Regards,
Ridwan I***
Vacasa Guest Services

Complaint: ***I am rejecting this response because: I cannot accept this response because it appears your website with then show this complaint is resolve and it is NOT resolved. VACASA has merely replied with a message that they intend to reply. I am still awaiting full refund. I have attached images to this response and it does not work properly and system will not "proceed" when I attach images. I can provide them independently upon request I have many, many more. The mice in the cabin were captured on video and I tried to upload the .mov file and it would not accept the upload. STILL AWAITING RESPONSE.Sincerely,*** ***

We apologize for the confusion concerning this case We were ready to send our reply when we received notification of the Revdex.com closing the case Regarding the events that occurred during the guest’s stay My findings are based on the information I received from our field staff When the guests arrived to the home they booked, they didn’t like the condition so we attempted to move them to another home This process proved difficult as they did not notify us they were bringing their pet This severely limited our inventory of homes in that area that we could choose from Unfortunately, there were multiple conversations created between our Guest Services team, the guests and the local operations manager, which led to some confusion Our only goal at that time was to find a home that the guests would enjoy After investigating all options, one home was available but was not in close proximity to the original booking The guest denied this offer At this point, the guest became difficult to please and became antagonistic with our field staff Another important piece of information is that the guest had requested a chargeback of all monies to their credit card When all transactions were added, the total chargeback was $ Therefore, no additional refunds will be made to the guests, since their entire reservation cost was reimbursed in full

We apologize for the inconvenience caused by this concern I want to assure the guest that we will conduct an investigation that includes interviewing all parties involved and reviewing all reservation notes In order to expedite the process, I will need the reservation number associated
with the guest’s stay I want to thank them for bringing this matter to my attention and for their patience during this time

We appreciate the guest bringing this to our attention concerning his issues during their stay in the home During my investigation, I interview all parties involved and review all relevant notes from the reservation and maintenance tickets created This process was followed for
this specific complaint Regarding the items listed by the guest, here is what I found: The hot tub was not hot enough Actually, the property manager drove to the home twice to inspect and adjust the hot tub temperature It required a bit of a special adjustment, which was explained to the guest The water temperature was confirmed at degrees The hot tub was in working order. Sink Clogged The property manager fixed the sink drain during her visit It wasn’t clogged, just the stopper required some movement This issue wasn’t communicated to the property manager until later on in their stay No Hot Water During their stay, there was no mentioning to our property manager of a lack of hot water It wasn’t until a later conversation between guest and field staff that this was brought up Further inspection found no evidence of a hot water issue. Leg wound The property manager inspected the visual evidence of the wound provided by the guest She installed bumpers on the bed’s edge to prevent further injury At a later date she promised to inspect the bed and prior reservations for more information. Improper snow removal No prior mention of this matter was communicated at any time during the past six months. I spoke with the Property Manager and General Manager for this region to corroborate the information supplied in the reservation notes and maintenance tickets The guest has been reimbursed $for the hot tub fee A check for $has been processed and is being mailed to the guest to compensate for the inconveniences experienced during their stay Based on all information, the guest has been fairly compensated and no additional money will be given. We appreciate these concerns being communicated to us, as we always welcome our guests’ feedback to serve as guidance to help us improve in all areas. Regards, Mark W***Vacasa Guest Services

Complaint: ***I am rejecting this response because:
Clearly this was fraud regardless of your choice to call it that or not
The photo we submitted proved the homeowner knew about the problem over a month before our stay and chose to not fix the problem or inform us of the breech of contract
The very definition of fraud is knowing you cannot fulfill the contract you have made but not correcting the problem or informing the second party as to your inability to perform the contract
I understand why legally you may be reluctant to admit that in writing
If your policies do not differentiate between fraud and inadvertent service interruptions then they are inadequate and should be changed
Sincerely,*** ***