Vacasa

Complaint: [redacted]
Please reopen this case.  I am still awaiting a response from Vacasa and nothing has been resolved.    Vacasa stated they would be in touch after they reviewed the complaint and they have not.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution semi satisfactory  to me. I am glad my money was refunded but the customer service at this company is a complete joke. You can not get anyone to respond to emails until you tell them that you have contacted the Revdex.com and you can not get anyone to return calls or even answer the phone. If you want people to book directly with you then you should not have the option to book with Booking.com.  You need to be clear in what your terms are. I will NOT use this company again and I do NOT recommend anyone else using them either. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12594278, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We want to thank this customer for their patience while we gathered more details regarding their reservation. We certainly apologize that this customer did not have the option to shower or run the dryer during their stay. The utility company had incorrectly locked the gas supply to the vacation rental this customer was staying at, causing the trouble they described. When Vacasa reached out to have the matter resolved, the utility company was unable to have a technician come until after this customer’s reservation had ended.
We can absolutely appreciate how much of an inconvenience this caused them, and  it was absolutely our goal to help them enjoy the rest of their reservation given the circumstances. The property manager that booked the hotel chose it because it was the only one in close proximity to the original home this customer booked. Our intention was to allow them to shower, as the home they rented was still functional in every other regard.
We are sorry that they came back to the home and were unable to attend their horseback riding session. When Vacasa reached out to this customer, we let them know that we have keys to enter the home and we simply needed their permission to enter and address the issue. Vacasa keeps an additional set of keys, separate from the keys we provide our guests, specifically for scenarios like this. We are sorry that they misunderstood this and came back to the home.
We have worked with the general manager in the area that they rented their home and after speaking to the property manager, feel as though the refund that was provided is fair for the issues that these guests faced during their stay. We are sorry that they did not have an ideal experience and hope that that were still able to have a fun time at Pismo Beach. We wish all parties the very best and welcome any additional questions.
Warm Regards,
[redacted]Vacasa Guest Services

We are happy to accept the guest's counter offer of $610 refunded to his credit card.  I have processed the card and the funds should be in the account within 3-5 business days.  
We appreciate the guest's patience during this time and apologize again for the all the inconveniences experienced during the stay.  We didn't do our part with insuring that the guests are satisfied and hope they would see it in their heart to give us another chance in the near future to make a better impression.
We wish them much success in the future.
Sincerely,
Mark W[redacted]Vacasa Guest Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that their explanation of my grievances and investigation completely false. I find it interesting that Vacasa has done such a thorough investigation of their own company and procedures, much like a fox guarding the hen house. I am not surprised that Vacasa could not confirm that their housekeeper came to the home to assist me in a monetary refund. What I do know is that Sierra spoke to a Vacasa representative, and that individual informed her to explain to me, that I would be credited the cleaning deposit. Also, I was told that if I did not receive the credit within a few days I was to call Vacasa. At this point its apparent that I never received any sort of credit that was promised, and its quite apparent my grievances cannot be proven. I will take this opportunity to point out, not only have I had issues in Vacasa's deceptive nature of marketing this vacation rental, but others also left  have complaints in regards to the same problems that I was experiencing. 
In regards to the "offering of 25% off of the rent" this was due in part to my booking my stay, on short notice, during the week; this was nothing special and was not requested yet only offered. Vacasa has no authority the watches over them, they do their own investigation, make up their own facts and form their own conclusions with no repercussions. I have no other choice than to accept this proposal because it doesn't make much sense in pressing the issue against a company that doesn't not want to accept responsibility or take accountability of their actions and/or words.   
Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: I cannot accept this offer as I do not know what the final offer is. Offer is too vague. My reservation number is [redacted]; [redacted], [redacted]  [redacted]. Again it seems somewhat curious that you were unable to find my reservation after giving both the dates and property manager. It seems a simple phone call to Mike M[redacted] could have easily rectified this concern. After the additional time and effort spent regarding this issue, nothing less than a $150 refund will be acceptable. I am awaiting your response. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
I appreciate that housecleaners may miss a few items. This was not the case in the unit we rented. The house was not unclean, with a few items not taken care of: it was filthy. Kitchen floor had food stuck to it, refrigerator was dirty and had produce left in it, as well as food in the freezer; microwave had food splattered all over it; ceramic stovetop was so crusted with food we did not dare use it until we had bought ceramic cleaner and cleaned it so we could cook dinner; rugs were visibly spotted with loose dirt and food; hallway had dirt and paper thrown on the floor; beds had not been changed; towels were stuffed in cabinets, not hung on rails; dirty bedding was stuffed on shelves and in drawers. When the housecleaners arrived around 4 hours after we first tried to contact Vacasa the male housekeeper of the crew told us point blank that he had been in the night before to clean and it looked like someone had come in to mess up the place. He told us the previous tenants had a late checkout the day before and he had come in to clean after they left. In essence, they had all day until our 4 pm checkin time to get the unit in order the day we arrived, but it was not done.
We did let the housecleaners change the beds (it was already about 8 pm). We did not have access to clean linens. We had already had to clean all of the downstairs in order to be able to use the unit, cook dinner, and feel comfortable. So when they offered to check the unit and clean we declined because we had already had to do it. We had no choice because we were there with our whole family and we needed to get settled and be sure our toddler grandson was safe.
On the issue of no hot water---the manager could have taken care of it the second day we were there. Skiing all day and not having hot water to take a shower was a major inconvenience for all of us. We had to take turns, with some of us not being able to shower each day. We paid over $5000 for a 5-day vacation and on none of the days was there enough hot water for more than 2 showers for 5 adults, and even then we had to stagger the times.
I have attached a photo of the results of my first sweep of the hallway and also the cupboard in one of the bedrooms. My photos of the kitchen did not come out; the kitchen lighting was dim because 2 of the 3 light bulbs had burned out and there were no replacement bulbs of the correct size. I did find replacement bulbs for the burned out bulbs in the 2 bathrooms and replaced the ones that weren't working. I might note that one of the bulbs in the dining room was also burned out and the same as the kitchen bulbs and when the young man who was going to get new bulbs for the kitchen came over, we handing him the bulb the needed to replace so he could get the correct one and told him how many were needed. He only got enough for the kitchen.
For the above reasons, I decline the additional $400. This with the previous $400 does not even cover 1 night and the cleaning fee. We would like a total that covers the first night, the cleaning fee, and $200 for each night without hot water.
Sincerely,[redacted]