Vacasa

We apologize that this customer feels that way that they doThey have been in direct communication with the area’s manager who has chosen to refund the customer a total of or the nights that they paid forThis matter should be resolved with this updated refundFeel free to reach out with any other questions that you have Best Regards, Ridwan I [redacted] Vacasa Guest Services

We completely understand this Owner’s frustration, as she was told that the payment would be completed immediatelyOur manager spoke out of turn, for the debated $amount was not supposed to be paid until all existing contract details on the rental home had been closedBecause this confusion is our fault, we are now willing to return this amount to the Owner On 12/1/17, we issued a $payment to the Owner’s direct deposit account ending in The charge should fully deposit before 12/6/17, and if it does not we ask that the Owner notify us immediatelyTheir patience and understanding is deeply appreciatedRegards, Mark W [redacted] Vacasa Guest Services

We sincerely apologize for the confusion surrounding this transaction First, I will provide a short explanation to bring better clarification When the guest booked on VRBO, the site added their own transaction service charge, over and above the booking fee charged by Vacasa These are normal, industry-wide administrative costs added to offset business expenses, such as, credit card processing fees In the future, the guest can book on Vacasa’s site directly to save on booking costs I will refund the reservation in full and, within 1- business days, the VRBO fee will also be refundedI appreciate their patience and wish them a Happy New Year!! Regards, 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 this resolution is satisfactory to meHowever, it was I, NOT Vacasa, that placed the "hold" on my home so it wouldnt' be rented It was a precaution on my part and it turned out to be a very fortunate foresight as Vacasa took SO LONG to take it off their website (only after 1/8/15) that it would have continued to be booked! Again, I, NOT VACASA as is falsely stated in their response, took it "off the market" by my own action of "owner booking" it! I'm just glad to be done with such a disreputable company!Sincerely, [redacted] ***

We want to thank this customer for their patience while we gathered more details regarding their reservationWe certainly apologize that this customer did not have the option to shower or run the dryer during their stayThe utility company had incorrectly locked the gas supply to the vacation rental this customer was staying at, causing the trouble they describedWhen 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 circumstancesThe property manager that booked the hotel chose it because it was the only one in close proximity to the original home this customer bookedOur 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 sessionWhen 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 issueVacasa keeps an additional set of keys, separate from the keys we provide our guests, specifically for scenarios like thisWe 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 stayWe are sorry that they did not have an ideal experience and hope that that were still able to have a fun time at Pismo BeachWe wish all parties the very best and welcome any additional questions Warm Regards, [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 proceedWe want to thank all parties involved for their patience and we hope to be in touch very soon Best Regards, Ridwan I***Vacasa Guest Services

We are so sorry to hear that this customer was unable to stay at the original home that they rented with VacasaThe circumstances surrounding this reservation are very unusual and we cannot apologize enough for the inconvenience that it caused We have reached out to the manager in the area that this customer rented a home regarding the additional refund requestIn the rare event that Vacasa is unable to allow a guest to stay in the home they rented we provide alternative accommodations in the same areaIf no other homes are available or the customer does not want to take any homes in the Vacasa portfolio, we provide a full refund for the amount of the reservationIt is not for Vacasa to provide a reservation for more than the amount that the customer paid to us We appreciate this customer giving us an opportunity to gather more information and we will be in touch soon Best Regards, Ridwan I***Vacasa Guest Services

We are sorry to hear that this customer was unable to stay at the home they rentedWe 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 [redacted] Vacasa Guest Services

We are sorry that the customer has not received their refund check of $We will have our finance manager senda new check out and place a stop payment on the prior checkThey have been asked to take care of this as soon as possible to ensure that this customer does not have to wait any longer for their refundWe apologize for any trouble this caused and are happy to help them should they have any questions Best Regards,Ridwan I

I want to thank the guest for bringing this matter to our attention As much as possible, we try to retrieve any forgotten items left in the home However, there are factors that are out of our control, that may cause a delay with returning to the home in a timely manner to search for the items This may be due to another reservation checking in immediately after or time elapsing between reservations In this case, when we learned of the situation on Friday, June 16th, the housekeeper assigned to clean the home had already finished and, upon asking her, she said that she didn’t notice any clothing Also, another reservation was arriving that weekend, making it impossible to search the home before that guest arrived When our field staff did search the home, after the next guest checked out on the 21st, no clothing was found in the home We are very sorry the guest left some of their favorite belongings in the home and we were unable to retrieve them Unfortunately, Vacasa is not liable for any items left in the home and we always try our very best to retrieve any personal belongings left Therefore, we will not be providing any monetary or billing reimbursement to this reservation I want to thank the guest for their patience during this time and we want to wish them the very best for the future

Revdex.com: I HAVE CONFIRMED THE ADDRESS TWICEThis is the 3rd confirmationSee belowMy messages have either been ignored or not read in their entirety due to likely lack of a priority on Vacasa’s behalfThe delayed response is on your part, and the failure to provide prompt and considerate customer serviceThis is very similar to how guests were treated while staying in one of your properties [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]

Complaint: [redacted] I am rejecting this response because:I have emails saying they would refund me money back for every thing that went and yes every thing I have stated it true I have pictures and video to prove it I have already sent it to Vacasa and no response they can care less and no the house is not newly remodeled and yes furniture is falling apart , carpet disgusting, every thing I said before I can post every thing on line if they wish and have people see what they would be paying for and what Vacasa thinks is newly remodeled Sincerely, [redacted]

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 Please provide Vacasa my email address as they requested [redacted] @charter.netSincerely, [redacted] ***

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 How can I send them my mailing address? [redacted] San Jose, CA, 95131Sincerely, [redacted]

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

Thank you for finally following up with an actual response regarding what happened I am still extremely disappointed with the way this was handled, however I am glad that it is finally over The half refund is acceptable due to the pull out sofa Thank you My mailing address is [redacted] ***, Loma CO 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 meSincerely, [redacted]

We apologize for any inconvenience this has caused this homeowner In this case, it is completely understandable to assume that, if the contract between Vacasa and the homeowner was terminated, then any and all advertising related should no longer be visible on the website Please understand that, if there are existing reservations after the owner terminates the contract, the home’s listing page will remain onsite so the guest can reference information about the property For example, additional questions may arise and the guest may want to confirm the number of beds or the list of the home’s amenities, but any additional reservations are prevented from being booked We took immediate action to stop guests from booking more reservations with the home after the owner notified us of their intent to terminate the contract We can confirm that the home’s listing has been deleted from the Vacasa and Trip Advisor websites We will work with our Business Development team to ensure that any information about the home is not being presented As for TripAdvisor, Homeaway and VRBO, it will be our goal to contact their personnel to ensure the property will disappear from their sites as soon as possible We want to thank the owner for their patience and hope to achieve a quick resolution Sincerely, Mark W Guest Services

We are sorry to hear that this guest had anything less than a perfect stay at the home that they rentedUpon further review and investigation, we cannot confirm that the housekeeper that came to the home to assist this guest offered a refundAll communication the guest made with Vacasa guest services over the phone is recorded and indicates that no refund was offeredFurthermore, it would not be at a housekeepers authority to offer and provide a refund This guest rented this home at a reduced cost as they were offered 25% off the rent when they spoke to one of our guest services agentsWhile it was decided that no additional refund would be provided to the guest, we understand that the guest still feels as though they deserve one, and to put this matter to rest, Vacasa will refund the guest $if they could please confirm the address that they would like a refund check sent toWe hope to hear from them soon and wish them the best Regards, Ridwan I***Guest Services

We are so sorry to hear that this customer arrived to a home that was anything short of perfectIt is always our goal to provide a clean, comfortable and functional vacation rental home for our guests to stay, and based on this customer’s accounts, we were unable to do so for themWe absolutely appreciate them reaching out to us and allowing Vacasa an opportunity to help them To ensure that we are responding from an informed position we have reached out to the manager in charge of the area this customer rented a homeThey will coordinate with the local property manager and provide us with feedback that we can shareIf this customer would prefer to communicate directly with us, we are happy to work with themIf they prefer to use the Revdex.com complaint channel we are also happy to oblige We hope to hear from them soon regarding their method of communication and we will have more concrete information shortlyIn the mean time, we wish all parties involved the very best Best Regards, Ridwan I***Vacasa Guest Services

We are very sorry that this customer was not able to stay in the home that they originally intended to and needed to find alternative accommodationsIt is extremely rare for Vacasa to be forced to move a guest from the home that they reserved and we only do so for very extenuating circumstances We apologize for any confusion regarding the reason for the move Vacasa does not own the homes that we rent out to our guestsWe provide full vacation rental management for the owners of a vacation rental home and full guest services for customers that intent to rent themOur home owner have a contractual obligation to allow our guests with pre-existing reservations to stay in their home in the event that they no longer want to rent their homes through Vacasa we are unable to force their handWith this particular case, the home owner did not inform Vacasa that they placed the home for sale and that a new owner would assume ownership of the home by the time this customer’s reservation took place In the unfortunate and unlikely case that a customer cannot stay win the home they rented, Vacasa offers the customer other comparable homes in the Vacasa portfolio within the same areaUnfortunately the only other home that Vacasa managed in the area that was available for the same dates as this customer’s reservation was not to their likingIn that event, Vacasa has no other choice but to honor a full refund of the customer’s money Our records show that a full refund in the amount of $If the customer checks the bank account that the original payment was made through and they still do not see a refund we encourage them to let us knowWe can check with our finance manager to ensure payment is made, however, we cannot show any reason why the refund would not have been processed Best Regards, Ridwan I [redacted] Vacasa Guest Services