Vacasa

We apologize for any confusionWe were waiting to hear which channel the customer preferred a response fromWe can certainly proceed through the Revdex.com complaint logWe have provided this customer a credit of $off the fees of an upcoming reservation and we will also refund the full cleaning fee that they paid on this reservation, which amount to $If this customer can shares their current mailing address we will have the refund check sent out as soon as possible We look forward to hearing from them and welcome any questions 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 themWe have very thorough systems set in place to ensure that homes are fully prepared in advanceHowever, under very rare and extenuating circumstances like this sounds to be, 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 Unfortunately, we do not have the reservation number to reference this customer’s reservationIf they could please provide us with the reservation number we can very their claims and provide feedback to our local staff in the area that they stayed WE hope to hear from them soon and wish all parties the best Regards, Ridwan I***Vacasa Guest Services

We apologize that the guest hasn’t been updated with the progress of having the jacket shipped to him, especially since it was confirmed that it was found I’ll be more than happy to research this matter However, I will need the reservation number in order to continue my investigation We thank the guest for their patience and hope to resolve this issue very quickly Regards,Mark W [redacted] Vacasa Guest Services

We appreciate this customer reaching out to us to let us know that they have not received their refund checkIt certainly should have been sent to them at this pointWe have contacted our finance manager to have them reissue a check and stop payment on the old oneWe will prioritize this to ensure that they receive it as soon as possibleWe apologize for any trouble this may have caused and we wish them the best going forward Best Regards, Ridwan IVacasa Guest Services

We really appreciate this customer sharing their reservation details with usWe were able to locate their reservation and are happy to help going forwardWe absolutely apologize for the trouble that they faced during their stay and are grateful that they are working with us to resolve itIf they could please share their current mailing address, we will refund the $that they have requestedWe hope to hear from them soon Best Regards, Ridwan I***Vacasa Guest Services

We are sorry that this customer was unable to stay in the home that they originally intended to. We have reached out to the manager in the area that they reserved a vacation rental home to share their BBB complaint information. We will make sure the customer is contacted and their issue is... resolved. Best Regards, Ridwan I [redacted] Vacasa Guest Services

We appreciate the guest bringing this matter to our attention and I want to offer my apologies for the lack of attention from us regarding the lack of heat and for the home not being cleaned to our standard before their arrival This is not our standard behavior and I am forwarding the complaint to our upper management for any coaching opportunities After investigating these events and reviewing all documentation, I am approving a refund of $ Since the reservation has been closed out of our system, we will mail a refund check for this amount to their current mailing address To insure it arrives properly, I would like them to confirm that their **th Staddress is correctI want to thank the guest for their patience during this time and wish them all the best! Sincerely, Mark W [redacted] Vacasa Guest Services

We are terribly sorry you have not received your check for $We have notified our finance manager and they will expedite having a check sent out to [redacted] for that amountWe apologize for any trouble this may have caused you Best Regards, Ridwan I

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]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this answer is ok, but it is not a resolution I accept the response, but the business essentially said they would look into this What does that mean? Sincerely, [redacted]

We really appreciate this customer sharing their reservation details with us and allowing us the opportunity to research the reservationWe 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 troublesIf they could please share their current mailing address, Vacasa will send them a refund check for $We hope to hear from them soon and welcome any additional questions Best Regards, Ridwan I***Vacasa Guest Services

We are sorry to hear that this customer experienced trouble during their stayIt is always our goal to ensure our guests have positive experience when staying with us and we appreciate them reaching out and giving us an opportunity to helpWe also appreciate their patience while we gathered more information about this reservation before responding We contacted our local area manager and she was able to provide us with more detailsWe apologize for any confusion about the poolAs with most properties in the area with an outdoor pool facility, the pool is available seasonallyThis customer's reservation was from 5/1/- 5/4/The pool for this property is available from 5/14/through the end of September and dates may vary depending on weather The local property manager informed this customer that the pool was not available upon their arrival and that it had not been serviced all winterWhen this customer reached out to Vacasa about the pool our local staff tried to contact the pool technician that generally works with this homeThey were not available as the scheduled service with them was not for two weeks In hopes of getting the spa services ready for this customer, Vacasa contacted an alternative pool technicianHe worked on the filters and rightfully informed this customer that the pool was not in the condition to be used, as it had been closed for the winter season and had yet to be serviced for use The sound system in the home works and we are assuming that this customer means that the sound is not set us throughout the homeThe owners of this home chose to disconnect the sounds throughout the home, isolating it to the room the stereo is locatedIn the past, guests have been irresponsible with the stereo throughout the home and the neighbors have complainedVacasa takes into consideration the neighborhoods that we rent homes in and it is very important for us to maintain a positive relationship with themWe apologize that this has inconvenienced this guestWe do not advertise a stereo system throughout this home on our website We apologize that this customer was unable to use the BBQIt is clean and ready to use by our guestsThe ignitor does stick sometimes, so to help start the flame, a long handle lighter is provided This is a very nice home on the lake and while we can appreciate this customer’s request for a refund, we do not agree that the entire reservation should be refundedOver half a dozen guests stayed in a highly rated bedroom lakefront home for three nightsWe will refund $as they were expecting a pool and the arrived before the season began, and for the confusion with the BBQWe can understand that is frustrating and would like to helpIf this guest provides us with their current mailing address Vacasa will send a refund check for $immediately We hope to hear from them soon and wish all parties involved the best Regards, Ridwan I [redacted] Vacasa Guest Services

We are sorry to see that this customer had trouble with the location directions, cleanliness, access to the home and with follow up from our staffWe appreciate their diligence in attempting to communicate with Vacasa and apologize that they have not heard back from someone yetThe information included in this Revdex.com complaint has been forwarded to the appropriate party and they will reach out to the customer directlyWe sincerely apologize for the inconvenience and with all parties involved the bestFeel free to reach out with any questions Regards, Ridwan IVacasa Guest Services

We are sorry to hear that this customer’s stay was anything less than perfectWe 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

Complaint: [redacted] I am rejecting this response because: your stance is ridiculous We did not move as we could not find another unit We spent the first days cleaning this very dirty condo We couldn't eat in because as soon as you set food or drink down they were covered with fruit flies and gnats; and we would have to throw out Your company is clueless in customer serviceTo expect anyone to pay $for a fly infested, dirty and with "black mold" and the numerous safety and maintenance issue is ridulous We only get one or vacations per year and could not cancel due this Terrible Condo's condition; we had to try to make due Your customer service agents just kept stating there was nothing they could do to fix? I do appreciate the cleaning fee refund; but your company should have cleaned condo, not just come and make the beds and leave; making us clean entire condo I still feel a refund is due as your negligence ruined our vacation, needless to say the added expense to eat out and for cleaning supplies and pesticidesIf refund is not forthcoming I will forward pictures of health hazards ( fruit flies / gnats infestation and black mold) to city health department and safety hazards and security issue pictures to building inspector office As for your not letting me rent again, I would be afraid to if this property is an example of your product! Please come to your senses and make refund! Sincerely, [redacted] ***

We appreciate the guest bringing this to the attention of Guest Services Our apologies for the length of time that’s elapsed while the investigation continues It’s our hope to be completed with our review of the situation very soon We will update the guest as quickly as possible We thank them for their patience

We are terribly sorry that this customer arrived to a home that did not have a pack n play as they expected and that they had a difficult time reaching VacasaWe can absolutely understand that it is frustrating to expect something and not have it, as well as have to wait for a follow up call from our guest services It is very rare to have an amenity incorrectly advertised and when they had initially confirmed that there was a pack n play, the representative that was assisting them referred to the amenities listIn the event that we discover that an amenity is incorrectly listed, we update it immediately Vacasa has a central guest services because we have homes that are spread across the entire US and several international locations which allows the most efficient guest service experienceVacasa’s guest services team, despite several members offering to work many hours on overtime, was unfortunately unable to keep up with the volume from our spring break guests in real timeThis results in guests leaving voicemails and having to be called back in order that the voicemail was receivedWe understand that this is frustrating, especially compounded by the fact that this guest did not have cell service in the home they rented We can appreciate their request for compensation and generally do not offer compensation for a pack n playDue to the difficult time reaching our guest services, we will refund $of the reservationOnce the customer agrees, we can refund the card that they made the original payment withFeel free to reach out with any questions and we wish all parties involved the best Regards, Ridwan I***Vacasa Guest Services

I am extremely sorry that this guest was subjected to such a horrible experience, pretty much from the first minute of their stay, and for our lack of responding during those first few days. This is not Vacasa and this is not what we represent--basically we didn't perform to our ability.... For this, I am disappointed and know we can do better. From reading ***'s account and completing my own investigation, I will gladly comply with her request for a refund of $271.00, processed today. The funds should return to her account within 3-5 business days.I hope that she can see it in her heart to give us a 2nd chance in winning back her trust. I have already located her guest review that was sent to my team. It will be posted online, which represents our wanting to be transparent. We want our guests to understand we're not perfect and we will willingly accept their feedback. I thank the guest for her patience during this time and wish her family all the best in 2017.Regards,Mark W [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 forwardIf 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 sorry that we were unable to come to an agreed upon conclusion to this matter with this customerOur offer of $is still available and we are happy to send them a refund check for that amount if they share their current mailing addressWe appreciate the time and effort that all parties have expended and with all the best Regards, Ridwan I***Vacasa Guest Services