Vacasa

We want to thank this customer for reaching out and sharing ths information with us. We have had an opportunity to listen to the call they had with our reservation representative and they were in fact told that it had a deck. We apologize for the miscommunication, as the reservation representative was mistaken. They have since then been coached on their mistake and it should not be an issue going forward.
We have reached out to our marketing team to discuss the listing. It is very important to Vacasa that we are clear and accurate about the homes we advertise and rent, and any opportunity to improve that clarity is appreciated.
Whenever a review comes into Vacasa from one of our guests, it is processed by a one of our agents. This allows us to reach out to our property managers and address the issues brought forth in a guest review, giving us the opportunity to respond to the review with actions taken to resolve the matter. This customer’s review has since been posted on our website.
We appreciate them sharing their review, staying with Vacasa and encourage any questions they may have going forward.
Best Regards,
Ridwan I[redacted]
Vacasa Guest Services

We are very sorry to hear that this customer was not happy with the home that they stayed at and would be happy to help them going forward. If this customer could please share their reservation number, we will be able to get specific details regarding their stay and more appropriately assist them....

We look forward to their response and wish them the best.
Regards,
Ridwan I[redacted]
Vacasa Guest Services

We are so sorry to hear that this customer came into a home that was not completely cleaned.  is always our goal for our guests to be greeted by a home that is clean, comfortable and ready for them. We have very thorough systems set in place to ensure that homes are fully prepared in advance....

However, under very rare and extenuating circumstances like this one, it appears that this wasn’t the case.
We cannot apologize enough if this happens and we would like to extend our sincerest appreciation to this guest for giving us an opportunity to improve our operations and mitigate future recurrences.
We have reached out to the manager in the area that this guest rented a home. We would like to gather additional details to verify this customer's claims and to determine a fair refund. We hope to be in touch very soon and wish all parties the very best.
Regards,
Ridwan I[redacted]Vacasa Guest Services

Our apologies that the check hasn’t been sent.  However, the goal was to receive a confirmation from the guest of the correct mailing address. Even though the guest hasn’t confirmed that the address we have on file is  reliable, I am sending the $400 check to the [redacted] address.  If they don’t receive the check within 3 weeks, they can reply via Revdex.com. Regards, Mark W[redacted] Vacasa Guest Services

Hello, We apologize for any inconvenience, however because the cardholder issued a chargeback of all funds, the guest will not  be receiving any additional refund at this time. We appreciate their patience and understanding. Sincerely, Courtney S. Vacasa Customer Experience

We appreciate this guest contacting us via this forum to register a grievance concerning our cancellation policy.  His frustration is certainly understood, as he was expecting a full refund after canceling barely over a week after booking the reservation.  However, as per our cancellation...

policy, the guest has 24 hours to cancel with a full 100% refund.  If the cancellation is outside of the 24 hours, a refund is given minus the booking fee up until 30 days before the dates booked.  If the reservation is cancelled within 30 days before the stay, no refund is made.This information is also stated in our rental agreement that was emailed to the guest on 5/23/2017 at 7:23pm PDT.  It clearly states:H. Cancellation Policy:  Rental payments (less the booking fee) are fully refundable up until 30 days prior to the reservation.We apologize for the miscommunication and feel it is vital to explain our policy for better clarity. The booking fees serves as a means to balance any administration & transactional fees incurred by the company.  We want tothank the guest for bringing this to our attention and will gladly answer any further questions he has.Regards,Mark W[redacted] Vacasa Guest Services

Complaint: [redacted]
I am rejecting this response because:Thank you so much for not answering any of my questions, Mark. That was very helpful. Once again, a valiant effort by Vacasa customer service. It was pretty clear by your first response, where you outright lied about the fact that this had never happened to anyone before, that you probably weren’t going to be the most helpful customer service representative. Same experience we’ve had with every other customer service representative with Vacasa. You still have a long way to go towards perfection? I’d settle for satisfactory. In the 7 years since your inception, you haven’t been able to better yourselves? To learn from mistakes, if that’s what they truly are, and create a better business that cares about their customers? I was only able to read 3 years worth of negative experiences on the Revdex.com website. Who knows how many other guests were taken advantage of during your 7 years of existence. I see no indication that anything has been done to prevent any of the situations where Vacasa takes advantage of people in the past 3 years, especially with a 93% negative customer rating on the Revdex.com website. There have been more negative reviews added since we started communicating. Same old story for Vacasa since inception 7 years ago to present day; taking advantage of people.I have other agencies that I will be contacting; most importantly agencies in Oregon, Colorado, and Texas. I will make every effort to ensure Vacasa will no longer have the ability to take advantage of people. How sad that you see this as a joke, Mark. How sad that you just see this as not being able to satisfy every guest who has booked with Vacasa since your inception 7 years ago. It is much bigger than that; what a lackadaisical response. If you plan to continue to respond, try to make it worthwhile, like answering the questions from my initial message, instead of just saying you’ll try to do better next time. It doesn't look like that has ever really been a concept that you all have put in place.

I apologize that this guest continues to be frustrated with how the situation progressed and how it ended the way it did.  We definitely feel the same.  However, we are  confident that we have done everything we can to benefit the guests.  Included in the notes is a reference made by the guest to take legal action.  We understand that, as a  consumer, they are certainly within their right to choose that option. We thank her for her patience during this time.

We here at Vacasa would like to thank this guest for reaching out today about this stay, and are sorry that he had anything less than a truly fantastic experience. We sincerely apologize for the cleanliness of the home not being up to the high standards that a guest should reasonably expect at the...

time of arrival.  I have examined the records relating to this reservation and see that no mention of cleanliness concerns were made at any time during the guest’s stay in our Vacasa home.  Rest assured that we always guarantee that concerns regarding cleanliness are addressed immediately upon reporting, and we are very sorry to learn that this guest did not report this issue at the time.I do see that after this guest’s stay, they did communicate extensively with the manager of this region. After several emails with this guest, the manager agreed that the concerns surrounding the heat and cleanliness were due compensation, and accordingly a refund was issued of all fees charged directly by Vacasa ($197.10).  This regional manager determined that this was the maximum amount of compensation allowed the guest.The refund was approved by the regional manager on March 27th, and this complaint was received by the Revdex.com on May 15th. Since a final decision has already been made considering fair compensation, we respectfully decline to offer any additional refund at this time.

Complaint: [redacted]
I am providing the additional details requested. The amenities not included were the hot tub and sauna, both of which were central in my decision to reserve this property. Additionally, the Unit was not cleaned prior to arrival. I spent a considerable amount of time dealing with these issues and did not receive a satisfactory response during my stay, significantly increasing the frustration of this issue. I have detailed notes on who I spoke with and the timing that I would be happy to provide. Based on these facts, A partial refund in warranted.
Sincerely,
[redacted]

We are sorry to see that this customer has not been satisfied with Vacasa since our local management in the area that they rent their home has changed. We are absolutely committed to hearing them out and addressing any concerns. Unfortunately we are unable to locate the email that they are...

referring to and encourage them to forward it to [redacted]@vacasa.com. We will ensure that it is responded to in a timely manner.
Best Regards,
Ridwan IVacasa Guest Services

We really appreciate this customer sharing their reservation details with us and allowing us the opportunity to research the reservation. We are so sorry that they arrived to a home that was not fully clean and we are going to refund their entire cleaning fee as compensation for their troubles. If they could please share their current mailing address, Vacasa will send them a refund check for $130.00. We hope to hear from them soon and welcome any additional questions.
Best Regards,
Ridwan I[redacted]Vacasa Guest Services

We apologize for the delay in sending out the check but I had not received confirmation of the correct mailing address.  Even though the guest had provided a PO Box, I  always insist on the guest’s confirmation.  Too many times I did not confirm and a check would arrive at the wrong destination. Currently, we have received the correct  address and a refund check was mailed on 11/29.  If the guest hasn’t received it by December 20th, please reply here and I will track its progress.  We appreciate their  patience. Regards, Mark W[redacted] Vacasa Guest Services

We are sorry to hear that this customer was unable to stay at the home they rented. We would love an opportunity to help them, but we do not see the reservation number included in this Revdex.com complaint. If 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[redacted]
Vacasa Guest Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

We want to thank this customer for sharing their reservation number with us. After reviewing their reservation, it shows that this customer decided to keep their reservation with Vacasa. We are very happy to see that they are going to be staying with us and hope that they enjoy their stay! We encourage any additional questions in the future.
Best Regards,
Ridwan I[redacted]
Vacasa Guest Services

We appreciate the detailed response have sent it to the general manager in the area that this guest rented a home to determine how to proceed. We want to thank all parties involved for their patience and we hope to be in touch very soon.
Best Regards,
Ridwan I[redacted]Vacasa Guest Services

We are sorry that the guest did not receive the refund check in the mail. I have contacted our finance manager and had a separate check sent out. Although the check was initially sent and we cannot say why the guest never received it, to appease this already frustrated guest the new check is for $225.00. I hope the guest the best going forward and they are welcome to reach out if they have any further questions. 
Best Regards,
Ridwan I.

Revdex.com: I HAVE CONFIRMED THE ADDRESS TWICE. This is the 3rd confirmation. See below. My messages have either been ignored or not read in their entirety due to likely lack of a priority on Vacasa’s behalf. The delayed response is on your part, and the failure to provide prompt and considerate customer service. This is very similar to how guests were treated while staying in one of your properties. [redacted]
[redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We are sorry to hear that this owner feels that Vacasa has not honored their request to terminate their contract. This is actually being processed, and has been since 12/4/2015. If you looked at Beach Drive Retreat on Vacasa.com you would see that the home is not available (...

https://www.vacasa.com/unit.php?UnitID=[redacted]) to book new reservations. We have the listing available on Vacasa.com so that the guest that booked in September 2015 for a stay in July 16-23, 2016 has access the home information if need be.
When the owner signed the contract with Vacasa, they agreed to accept reservations for up to a year in advance. Also to honor any reservations that exist if they choose to terminate their contract.Once we received the request for termination we block out any open dates, to prevent any new reservations as we did with this owner’s home. Vacasa is simply asking that the owner fulfill their agreed upon contract with us.
I have followed up with the general manager regarding the $500.00 dollar reserve, if this owner logs into her owner page at the bottom she can actually change that reserve to zero and depending on the date she does this she will get credit on the next owner statement.
Sincerely,
Colette R