Vacasa

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 falseI find it interesting that Vacasa has done such a thorough investigation of their own company and procedures, much like a fox guarding the hen houseI am not surprised that Vacasa could not confirm that their housekeeper came to the home to assist me in a monetary refundWhat 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 depositAlso, I was told that if I did not receive the credit within a few days I was to call VacasaAt this point its apparent that I never received any sort of credit that was promised, and its quite apparent my grievances cannot be provenI 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 offeredVacasa has no authority the watches over them, they do their own investigation, make up their own facts and form their own conclusions with no repercussionsI 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] ***

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 meVacasa refunded the full cost of my stay and were very apologetic After feeling that I was being dismissed, I found out that their system was preventing them from getting my emails and phone messages in a timely manner The person with whome I spoke was extremely helpful and caring I couldn't be happier with how Vacasa handled my unfortunate situation.Sincerely, [redacted]

I want to thank the guest for bringing this matter to our attention. Also, I am very sorry that they’ve experienced a medical condition that required surgery. I pray that their recovery to this point is going well and will continue to be successful. After performing a thorough... investigation, including reviewing all relevant notes and conversations, I have concluded that the room in question was cancelled on 6/30/2017, immediately after a conversation with an agent. The cancellation allowed the room to become available for another booking. As per our reservation cancellation policy, rental payments (less the booking fee) are fully refundable up until 30 days prior to the reservation. Unfortunately, the guest’s initial contact to us was on 6/25/2017, or less than 30 days from the check-in date. Therefore, no refund could be made. Vacasa does provide a “trip protection” option for reservations created. Even though the guest booked via [redacted] (a vacation rental advertising site), trip protection was still offered as an option. However, the guest declined this option.I want to apologize for any inconvenience this has caused and wish the guest has a full recovery from the surgery. We with them all the best for the future.

I want to apologize to the guest for the events that transpired that led to a negative experience during their stay Whether this is their first time renting with Vacasa or not, it’s important to state that this is not who we are and we definitely dropped the ball in taking care of them After investigating this matter, I am approving a full refund of $ for the inconvenience that occurred At this point, I would like the guest to reply and confirm the correct mailing address of: [redacted] [redacted] As we will be mailing a refund check to them for $ I appreciate their patience during the months it took to resolve this issue I wish them all the best in the futureRegards, [redacted] Vacasa Guest Services

We are very sorry that [redacted] was repeatedly called by a Vacasa employeeVacasa records all incoming and outgoing calls made through our internal phone systemIn hopes of identifying the employee that called him we have searched our phone call data baseWe were unable to find any calls to or from the number listed in the Revdex.com customer information ( [redacted] )If another number was contacted we would appreciate [redacted] giving us that information so we could search for it in our database If the number called was in fact [redacted] , it may be that [redacted] was called outside of our internal system (such as through an employee's company call phone)If this is the case, we would appreciate it if [redacted] could give us the number that called him so we have a way of matching up the number with an employee Vacasa respects the right of the public to not be contacted, especially if a request was made to prevent contactWe will do our very best to identify why this happened multiple times and want to thank [redacted] in advance for the information we asked for to help prevent this from being a recurrence Best Regards, Ridwan I [redacted] Vacasa Guest Services

Revdex.com:you can consider it closed They refunded the money on Friday Thank you so much

Complaint: [redacted] I am rejecting this response because nobody has reached out to me directly as stated in their responseI am still awaiting this direct response from themI am still very upset about the inconvenience and am looking to hear from Bonnie and/or Kimberly Sincerely, [redacted]

We appreciate the customer sharing the complaint information with usthe first two iterations of this complaint did not have any information regarding their complaintWe are truly sorry that they have had to wait this long for a response and offer our deepest apologies We have reviewed the reservation and want to offer our apologies that the pullout sofa was broken and not able to be fixed during their stayThere is no reason that the only key should have been removed from the property and caused the customer so much frustrationThis has been addressed with the property manager and should not be a recurring issue We are sorry to see that the customer had a difficult time reaching our guest services team during their stayWe have been hiring more guests services agents to help with the increasing volume of reservations that we have and we intend to ensure that all guests are helped in a timely manner When the customer reached out to us regarding the items that they left in the home the guest services agent that they worked with created a ticket for our property manager to search for them once the home was vacantUnfortunately the items were not found We appreciate their request for a full refund but do not agree that a full refund is warrantedWe can agree that it is fair that a refund be granted given the issues that they faced during their stay and are able to reimburse a full night’s rent in the amount of $with taxes for a total refund of $ We will just need a current mailing address to send a refund check to the guestAs soon as we can confirm their mailing address our finance manager will make sure that the customer receives their refund as soon as possibleFeel free to reach out with any other questions that you have going forward Best Regards, Ridwan I 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 destinationCurrently, we have received the correct address and a refund check was mailed on 11/ If the guest hasn’t received it by December 20th, please reply here and I will track its progress We appreciate their patienceRegards, Mark W [redacted] Vacasa Guest Services

Complaint: [redacted] I simply ask the Revdex.com thus question what is the Revdex.com (legal) definition of fraud, deceit, misrepresentation and or unethical, moral, legal business character, representation and or practices? I am rejecting this response because in spite of my current situation, of being virtually homeless, I do not bow down to a liar and a thiefI think this company allegedly stole my money because it was taken under what I perceived as allegedly fraud, deceit, and misrepresentation, of a sale product but what I will accept is one half of the money that was stolen from me because I did stay at the unit because I had no other alternative due to the activity on the state for the eight days that I was with my family I think this company is a liar because this company lied to me and my daughter during point of saleI do not make shady deals with shady liars Sincerely, [redacted]

Our sincere apologies for the delay in responding to the claim filed by the guest. As we were approaching Christmas, it was becoming more difficult to receive information from relevant parties, as part of my investigation. This is not an excuse, merely a fact and we hope the guest... understands. I will continue to compile information and render a decision later this week. 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 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 BBB 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, ***

We have been in contact with this customer through email and they have accepted a refund of $700.00. We initiated the refund on 5/31/2016 and informed them that the refund may take 3-5 days to reflect their card balance. At the time of this writing they have likely received their refund or will within the nest 2 days. If they do not see the $700.00 refund reflected we encourage them to email us and let us know. Feel free to reach out with any questions and we wish all parties involved the best going forward. Regards, Ridwan I. Vacasa Guest Services

We apologize for any inconvenience during this time A Vacasa agent spoke to the guest and explained the post-refund process It is true that we don’t have any control over how long it takes for funds to be returned to a credit card account To set the proper expectation, I normally give an average of 4-business daysHowever, many banking institutions have different policies Our records show the guest filed this claim on 3/15, or the 3rd day after the refund transactionHistory will dictate that not enough time has elapsed for the refund to return to the credit card Please have the guest reply back to confirmI’m hopeful that the funds have been returned by nowRegards, Mark W [redacted] Vacasa Guest Services

We are terribly sorry for the trouble this customer had to go throughVacasa rents homes that may unfortunately be in the proximity of a construction project and we do our best to alert our guests when this is the caseThe scope of the construction should have been more clearly expressed to this customer and we apologize for the inconvenience caused Since the time of this complaint’s opening Vacasa has worked directly with this customerWe have refunded them their desired amount and they have let us know that they are satisfiedFeel free to reach out with any other questions or concerns and we will be happy to help Best Regards, Ridwan I [redacted] Vacasa Guest Services

We are sorry that we could not come to an agreed resolution with this customerTheir claims are contrary to our local managers and we would still be happy to follow through with offering a refund for $If they choose to follow a separate avenue to obtain a refund they are welcome to, however, if they decide to accept the refund from us they are welcome to let us knowWe wish them the best either way Regards, Ridwan IVacasa Guest Services

Complaint: [redacted] I am rejecting this response because: Vacasa is only now admitting that I did indeed work with the management team during my stay I was told in an email that they would have been able to resolve the issues if I had let them know during my stay, which I did While they state that the vacation rental was "cleaned" prior to our arrival, I find that hard to believe Things were put away and beds were made, but the home was in no way clean While the property manager did ask if we would like to have someone come in and clean I did say no to that for two reasons, the first being that we were all already there, the house was crowded and having someone in the home to clean would have been yet another invasion of our privacy, secondly the house was beyond someone coming in and tidying up To get that home clean, it would have taken days Also, if the home had been cleaned just prior to our arrival then someone would have been aware that there were wasps in the home We killed in the first few hours of being there When renting a home there is a certain expectation that there will not be wasps, snakes, etc While I understand somewhat about the snake, it would have been nice if the wasps were brought to our attention prior to our arrival There response that they don't take medical conditions lightly and then put the onus on us to carry precautionary medical supplies is laughable What if someone didn't know they were allergic? People don't just carry epipens for fun, and doctors don't prescribe them unless you have a medical history of anaphylactic shock As I stated in my original complaint, I called ahead to find out about where the owners were located on the property I was told that they were far away in a trailer or RV somewhere on the acres This was not the case They were smack dab next door I could see into their windows and they could see into ours I was misled I would have canceled the reservation had they told me the truth in the first place Then to have the owners coming in and out without knocking was egregious While they did speak to the owners and ask them to respect our privacy, I had my first conversation with VACASA about this at about in the morning The homeowners entered the home again around noon That is when I called and spoke with someone else and they took care of it When I spoke with the property manager on Friday morning he offered to move us to another home if he could find one that would accommodate our party Since he was unable to do that we were forced to stay I am still requesting a full refund If we had been moved to another property that was clean and in good condition I would have accepted that and moved on Now I have had to take up valuable time dealing with this on the back end If the listing and the person I spoke with when I reserved the property would have been honest I would never have rented this place! Sincerely, [redacted] ***

Complaint: ***I am rejecting this response because:
This is the offer that they gave me on the first day! After that NO ONE came to our cabin for full days to pick up the nasty trash! When would the cleaners have came at all? days later. We should have waited for them to clean, and live in filth for days? The only person that was of any help (Troy) admitted to me that they had no idea where the onsite manager was, and so did the only guy that ever showed up to our house. He said, "wow these guys never call me direct, something must be wrong with the manager'. Lets go back to the beginning now to make sense of all of this in the eyes of a customer. First thing you did was overcharge us. It took ME (the customer) to figure it out myself, and call you out on it. When you as a company finally looked at the numbers, you refunded the overcharged amount to us at that point. That was the way our business transaction started. We show up to a tore up house after flying and driving for hours, only to have to call repeatedly over the next days to just get trash taken out of the garage (leaving us with a "stinky" game room to hang out in...so no game room for a year old to play in at that point), and a reminder every time we walked out in the garage to wash all of the beddingand all of the towels in the whole house! This was a great joy! AFTER all of that happened, our main attraction "hot tub" was not exactly hot, and proceeded to explode on our second night there shooting water all over the deck creating a sheet of ice, and emptying half way before we could shut it off as we were freezing our _____ off! It took another full day of calling to get anyone's attention. So now no hot tub. It happened more times, and each time no hot tub for a day. They even claimed they "fixed" it the second time (and I even diagnosed and told them the problem on a Vacasa answering machine. So, what are you giving us for the lack of a hot tub, considering we would never have rented this place without it. It has now taken days after returning home, and a complaint to the Revdex.com for ANYONE from this company to respond. I completely REJECT this offer, and cannot believe that this company has an A+ rating with the Revdex.com. It must be paid to be there, because this company gets an F from this customer. I have been patient and cordial, and look where it got me. Thanks very much for offering me nothing for our troubles. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Under circumstances I would agree with Vacasa but the owner knew about this problem over a month in advance and it could have been avoided either by fixing the problem or by informing us of it so we could rent a sat phone This is not just a case of the WiFi being out but intentional fraud by the owner in the listing that cost us any sense of vacation at this property for several days As we have no way of holding the final owner accountable for this breach of contract we must ask Vacasa to hold them accountable
Attached is a photo of the Comcast service tag at the residence showing a date of 10-12-15, more than one whole month before our rental
We believe Vacasa's proposed compensation, standard or not, does not meet the standard of reasonable compensation in this particular case
Sincerely,*** ***

We want to thank the guest for bringing this matter to our attention Our apologies for any inconvenience that occurred because of the issue Their reservation was refunded the amount of $ on 9/6/17, which was the original amount charged to the credit card We
appreciate their patience during this time and wish them the best for the future. Sincerely, Mark W*** Vacasa Guest Services