Vacasa

We appreciate this customer sharing their reservation number with usWe have reached out to the manager in the area that they rented a vacation home to gather more factsIf this customer could respond to this Revdex.com complaint it will give us the opportunity to comment again once we have had a chance to research the matterFeel free to reach out with any questions in the meantime Best Regards, Ridwan I***Vacasa Guest Services

Complaint: [redacted] I am rejecting this response because:The issue is with Vacasa and not VRBO I knew I was going to be charged a service of $by VRBO and this fee is not in dispute If you remove the $service fee from the quotes/charges, this is what happened:Original quote:nights: $364.00Booking fee: $43.11Cleaning fee: $115.00Tax: $54.67Total: $576.78When I was charged, this is how the details were broken down:nights: $364.00Fees: $158.11Rent: $78.44Total: $600.55I don't know why the detailed line items changed and I don't know why there is an additional Rent fee Vacasa overcharged me $when I should have been charged $ I should be due a refund from Vacasa of $ The customer should be charged what the customer was quoted at the time of reservation I have documentation of all thisThis seems so simple and Vacasa should provide me the refund I don't know why there is so much confusion on Vacasa's part.Sincerely, [redacted] **

We are happy to accept the guest's counter offer of $refunded to his credit card I have processed the card and the funds should be in the account within 3-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

We regret that this guest was not pleased with their stay or with the service they received from VacasaFirst of all, our early check in email only go out to homes once the housekeeper has logged their hours for that clean, and they do go out on the morning of check inNot all guests receive this emailAccording to phone and email records we did receive feedback from the guest on June 18th regarding the broken blinds and created a maintenance ticket for ***, our local property managerSadly, new blinds have had to be ordered for the home and it does not look like there was a way to resolve this issue during the guest's stayThe toaster is also referenced in this emailAdmittedly there was a gap in communication between our local staff and our phone agents as I see the phone agents had made calls to the local staff but no action was taken until the 22ndFor this we are extremely apologetic to the guestOnce [redacted] was in communication with the office and guest it appears all issues were resolved that could be resolvedRegarding air conditioning, this home does not have AC, nor is it listed with AC While we again are very apologetic that there were some issues with this guest's stay with us, they are considered minor and as such we offered the guest 10% off a future stay with Vacasa, which we consider to be fair and reasonable compensation for any and all inconveniences

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 When and where is the refund being sent? Thank you for the assistanceSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Patrick R [redacted] was the property mgrthat came to replace the smoke detector batteriesHe agreed with the uncleanliness of the home and said "if this were my property it would not be like this"We asked due to the lateness of the hour if the cleaning crew could come back the next morning and he agreed they could and wouldHe also asked me to send him an email with all the problems and he would forward it to the correct partyI did email him (including photos) the next dayI also did call Vacassa and gave my story to the woman who answered the phoneI received no retun call and phoned two more times - getting disconnected once and leaving a message the second timeStill, I did not hear backFeeling I had already wasted enough of my vacation time on this matter, I waited until I returned home to try to contact Vacassa againI will be more than happy to share again with you the photos and also my phone records, or you could just check your phone records (my cell number is [redacted] ) and you will find I DID CALL!Also, what about all the other problems with the house that you have not addressed...the mold, hot tub partially working, moldy lower level, fifth bedroom moved into the game room, etcplease review all my complaints that you have not touched onI have documentation so deceit is not an option hereAnd by the way, please identify yourself when corresponding with meThank you,Sincerely, [redacted]

We are so sorry to hear that you encountered a mouse during your stay with VacasaA soon as we were made aware of the issue we called a terminator who was able to catch the mouse within the weekWe take the safety of our guests very seriously and we understand that a rodent can be quite an alarming encounter while on vacationWe really appreciate you bringing it to our attention so we had the opportunity to handle it immediatelyUnfortunately the homes in the Hills of LA are prone to rodent encounters during the summer monthsWe take precautions to mitigate any occurrences, but as with this case, one may slip by our defensesWe truly do apologize that this happened We can absolutely appreciate your request for a refund and we have refunded $of the reservation total, as well as $for the spoiled foodYou had threatened legal action which prevented our operations team from authorizing any additional refunds The reviews on this home are varied on both Vacasa and VRBOVacasa has no influence over the VRBO reviews and cannot fabricate reviews on their platformIf a customer with the same initials as yours stayed at this home and left a review on VRBO, we apologize for any apprehension or confusion that causedVRBO is an entity entirely separate from VacasaWe advertise some of our homes on VRBO, as it is a portal for guests to locate Vacation Rental Homes, but we are not VRBO We want to thank you for bringing the issue with the Vacasa review to our attentionIn this instance the guests who stayed prior to your stay left a positive review and an error was made attaching your reservation to that review When you pointed this out to us we corrected the error on our site immediately, replacing your name with the actual guests who wrote the review We explained what happened several times via email with apologies and immediate rectification of the problem We in no way aim to deceive and take every bit of feedback on our homes very seriouslyWe are no longer representing this home after September but we can assure you that we addressed each and every issue that you brought to our attention during the trip and did our best to resolve your issues promptly during your stay Thank you for helping us improve our homes and operationWe always look for opportunities to make sure we are providing the best service possible and will continue to do soFeel free to reach out with any additional questions and we wish all parties involved the very best Regards, Ridwan I [redacted] Vacasa Guest Services

We absolutely appreciate this customer sharing their reservation number with usWe apologize for the delay, as the holiday season is an incredibly busy time for us and we want to give this Revdex.com complaint its due diligenceWe have reached out to the property manager and the general manager in the area that this customer rented a home to gather more detailsWe encourage this customer to reply to this complaint so we have an opportunity to respond againThank you for your patience andwe hope that all parties involved have a wonderful holiday season Best, Ridwan I [redacted] Vacasa Guest Services

We want to thank this customer for reaching out and sharing this information with usWe have sent their message to the property manager in the area that they stayed to gather additional information and we hope to be in contact with the customer shortly Regards, Ridwan I***Vacasa Guest Services

We are extremely sorry that this guest was not pleased with the rental and that there were issues with access to the rentalI have reached out to this guest privately to resolve this matter

My sincere apologies to the guest that a huge delay of time transpired before a member on our Operations staff reached out to the guests, prompting this complaint I have reviewed the notes and can confirm that the guests did contact our Guest Services about the odor I’m hoping the guests will approve of a $refund for all the inconvenience caused by this situation Since the reservation has been closed, a check would be mailed to their mailing address they gave at the top of this [redacted] [redacted] [redacted] *** I await their reply and thank them for their patience during this timeRegards, 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 me. Sincerely, [redacted]

We apologize that the guest was booked into a home that clearly had maintenance issues, and wasn't prepared for their arrival I will begin an investigation immediately into why this occurred However, I will need the reservation number from the guest, in order to research the details of the incident I appreciate their patience during this time and look forward to a quick resolutionRegards,Mark W [redacted] Vacasa Guest Services

We want to thank this customer for reaching out and sharing ths information with usWe 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 deckWe apologize for the miscommunication, as the reservation representative was mistakenThey 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 listingIt 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 agentsThis 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 matterThis 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 the customer ran into some trouble with the home that they rentedWe appreciate them letting us know that some items in the home needs some repairs so we can have our property manager inspect them and coordinate with the home owner and make sure that the fridge, stove and heater are in full working order for our guests going forwardVacasa’s intention is to make sure that the homes that we rent out are in great shape and provide our guests with wonderful vacationsWhen there is a condition related concern we are always happy to make sure it is taken care of as soon as possibleWe often times rely on our guests feedback to ensure that we are successful in that regard We understand that it is frustrating that they were unable to use stove burners, the freezer did not freeze completely and that one of the heaters did not workWhile we cannot offer a $refund for those issues, we are able to offer them a refund of $for their trouble and will mail them a refund check because the time frame to refund their card has lapsedOnce we receive confirmation of their prefered mailing address we will send the customer their refund checkFeel free to reach out with any questions that you have going forward Best Regards, Ridwan I Vacasa Guest Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and here is the reservation number for the stay: Reservation Number: [redacted] Sincerely, [redacted]

We are sorry to hear that this customer’s stay was anything less than perfectWe would love an opportunity to help them, but the reservation number that they provided in their Revdex.com complaint information does not pull up any reservationsIf 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***

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 changedWe are absolutely committed to hearing them out and addressing any concernsUnfortunately we are unable to locate the email that they are referring to and encourage them to forward it to [redacted] @vacasa.comWe will ensure that it is responded to in a timely manner Best Regards, Ridwan IVacasa Guest Services

Revdex.com: I accepted the offer It was not to my satisfaction but I was tired of the hassel I would never deal with this company again it is obvious that customer service is a low priority to them and if you had not been involved I would have never heard from them.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 want to thank this customer for sharing their reservation number with usAfter reviewing their reservation, it shows that this customer decided to keep their reservation with VacasaWe 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