Vacasa

We apologize for the inconvenience caused by this concern I want to assure the guest that we will conduct an investigation that includes interviewing all parties involved and reviewing all reservation notes In order to expedite the process, I will need the reservation number associated
with the guest’s stay I want to thank them for bringing this matter to my attention and for their patience during this time

Complaint: ***I am rejecting this response because:
No phone call has been made to myself nor an email to apologize for all this100% of My funds were already charged and collectedI had called to cancel since I was not aware this home was listed for sale and was advised they would offer a discount for the inconvenience so that I would not cancel however NO credithas been done from their endI demand a call from the CEO of the company.
Sincerely,*** ***

We apologize for any confusionWe reflect that a check was not sent to the customer, rather, the customer's card was refunded on 3/2/and the the refunds are generally reflected within business daysWe please ask that the customer check their bank account to verify whether the refund is reflected there or notIf it is not, please let us know so we can take immediate steps to send a check to their preferred mailing address
Best Regards,
Ridwan IVacasa Guest Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

The guest checked into the home, as planned on May 25thUpon check in, the guest called and spoke to John M, one of our Operations Coordinators, to advise that they were not pleased with the home’s cleanlinessAt this time John offered to dispatch a housekeeper to the homeThe guest declined our
offer of additional house keepingNo further arrangements were made in this matter Our local property manager did go to the home to replace the battery in the smoke detector but states he has no memory of telling the guest someone was coming the next day, nor did the guest call our office the next day to seek assistanceOn May 27th the guest did contact Vacasa in search of compensationNormally when our guests decline our services during their stay we refuse any form of financial compensationBrittany H and I both reviewed this matter in detailWe did take into consideration that they were unhappy with the housekeeping and, despite declining our offer of housekeeping, we refunded $which is the price paid for the cleaning feeWe did not consider the lack of curtains in the 5th room to because we would never refund for such an issueWe considered only the housekeeping and inconvenience of expecting housekeeping to arrive on the 26th in settling on the fair and reasonable amount of $As this was our firm final offer the guest’s requests for someone higher than Brittany were disregardedBrittany’s team of Operations Coordinators has the final word on refunds and there was no manager to escalate this toIt was myself who advised Brittany to cease communication in July after we had made ourselves very clear that the $refund was for any and all complaints with the homeWe consider this matter resolved and regret that the guest is not happy with the compensation they have been givenThey lodged in the home for the duration of the reservation and are entitled to no further refund

We appreciate the guest bringing this to our attention concerning his issues during their stay in the home During my investigation, I interview all parties involved and review all relevant notes from the reservation and maintenance tickets created This process was followed for
this specific complaint Regarding the items listed by the guest, here is what I found: The hot tub was not hot enough Actually, the property manager drove to the home twice to inspect and adjust the hot tub temperature It required a bit of a special adjustment, which was explained to the guest The water temperature was confirmed at degrees The hot tub was in working order. Sink Clogged The property manager fixed the sink drain during her visit It wasn’t clogged, just the stopper required some movement This issue wasn’t communicated to the property manager until later on in their stay No Hot Water During their stay, there was no mentioning to our property manager of a lack of hot water It wasn’t until a later conversation between guest and field staff that this was brought up Further inspection found no evidence of a hot water issue. Leg wound The property manager inspected the visual evidence of the wound provided by the guest She installed bumpers on the bed’s edge to prevent further injury At a later date she promised to inspect the bed and prior reservations for more information. Improper snow removal No prior mention of this matter was communicated at any time during the past six months. I spoke with the Property Manager and General Manager for this region to corroborate the information supplied in the reservation notes and maintenance tickets The guest has been reimbursed $for the hot tub fee A check for $has been processed and is being mailed to the guest to compensate for the inconveniences experienced during their stay Based on all information, the guest has been fairly compensated and no additional money will be given. We appreciate these concerns being communicated to us, as we always welcome our guests’ feedback to serve as guidance to help us improve in all areas. Regards, Mark W***Vacasa 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***
Vacasa Guest Services

We appreciate that *** has used this forum to voice her concerns about her experience with VacasaWe will do everything in our power to provide a positive outcome However, we will need the reservation number associated with this issue As soon as we have obtained this information, we
can continue our investigation Thank you for your patience.Regards,Mark W***Vacasa Guest Services

Complaint: ***
I am rejecting this response because:
I sent a request stating I never authorized Vacasa to reserve $in the beginning of November and was told it was too late I would have to wait for my December statement. Three months is long enough to resolve this.
Sincerely,
*** ***

We are sorry to see that Mr*** has continued to receive mailer from us, despite his request to no longer receive themWe appreciate his reaching out via the Revdex.com and have shared his complaint with our direct mailing teamMr*** should no longer receive mailers from Vacasa
Regards,
Ridwan IVacasa Guest Services

I sincerely apologize to the guest that the cleanliness of the unit was not up to Vacasa standardsWe were able to send someone over to fix the wifi, which was first brought to our attention, as well as the bedding which was brought up the next dayAfter viewing the guests reservation I see
that they were sent a Guest Satisfaction Email, an email in which the General Manager responds to the complaints of the guests once they have left the rental homeThe guest was in contact with the local manager and agreed to a refund of $for the issues they faced. That number was agreed upon by both parties and refunded to the guest on 7/24/ Additionally, I have done an email search in our system and we have no emails from “***," the email address the guest used for their reservation, after 7/17/and no emails that include pictures of the unit.As of 7/24/we have no record of the guest contacting us for further assistance.Best, Sydney H*** Vacasa Guest Experience

We are very sorry that the customer arrived to a home that was not upto either their or our cleaning standards and that there was not enough hot water for all the guests that stayed in the homeIt is absolutely our intention to make sure that our guests arrive to homes that are completely clean
and ready for them, but under very rare circumstances our housekeepers may leave certain cleaning tasks undoneWe have addressed this with our property manager and the housekeeper in charge of cleaning the home and they have been given given appropriate feedback to prevent any recurrence
In the unfortunate event that a home is not completely cleaned for our guests, Vacasa is glad to have a housekeeper come out to finish the jobWe can understand that this customer may have elected against having a housekeeper come out due to their grandchild’s bedtimeWe apologize that the customer did not receive a response to their reply regarding the $refund that was offeredWe have had trouble with our proprietary email system and this customer's emails were not sent to their intended recipient The $is what we would consider fair for the issues that were faced during the stayBecause they have had trouble with follow up, we will agree to refund an additional $The refund for the cleaning fee, a full night and partial refund for each other night is higher than we would consider for thisIf the customer agrees, we can have our finance manager send a check out as soon as possibleFeel free to reach out with any other questions

Subject: Complaint ID: *** / Date Filed: 1/28/2017Please find copies of the emails between myself and Vacasa attached to serve as supporting documentation for our complaintWe have provided the Reservation Number (***) as requested by the BusinessWe look forward to a possible resolution. Sincerely, *** ***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

We would like to thank *** for their willingness to provide the phone number that the employee used to contact themWe apologize if their assumption was that we were playing dumb to the matterThere are employees by the name of Shawn at Vacasa and many more with variations of the spellingIn order to best direct feedback we needed to know which Shawn we needed to addressNow that we have the number we can reach out the appropriate employee and ensure that *** is no longer contactedIf you have any other questions feel free to reach out
Best Regards,
Ridwan I***
Vacasa Guest Services

We are very sorry that this guest was not pleased with the cabin they booked at*** *** *** In an effort to ensure we address each item in the guest’s statement we will follow the same formatThe home has an elock which absolutely can be locked by hitting the button with the picture of a
pad lock on itThe cabin is perfectly secureThe cottages do not have landline phones any longer, nor do they have onsite staffThis change happened over a year ago (guests statement skips 3) The oven has been proven to be in working order Firewood is not provided 6.(guest statement skips 6) 7.We apologize for the volume of the refrigerator motor We are sorry that the guest found parking situation to be confusingFor fastest response we do suggest guests call us The wifi does work on site but the cabins farther from the old office building have weaker wifi signal Vacasa’s main number is a Portland OR phone number and we also have local phone numbers for people without long distance service The extended check out email is automated and goes out to the reservations which qualify As stated in #2, there is no onsite staff at *** *** ***We are very sorry that the guest opted to vacate and abandon their reservation with usHad the guest called us prior to vacating we would have gladly had a local agent dispatched to the cabin to address their concernsWe do not feel that any of the above warranted vacating the rental and do consider this abandonment of the reservationAt this time no refund offer is being made

We are terribly sorry that this guest arrived to a home that was not ready for them and that they had a difficult time reaching Vacasa guest servicesIt is our intention to have every guest arrive to a home that is clean and comfortable and we have a very successful system in place to ensure that
they doUnfortunately there are very rare circumstances in which a home may not be fully cleaned by the time a guest arrivesVacasa takes this very seriously and follows up with both the housekeeper assigned to the home and the property manager to provide coaching and feedback so that a recurrence is mitigated
We cannot apologize enough for the hassle that the guest faced during their stay with usThis guest was in contact with our operations team and as compensation the guest’s card was refunded $on 3/2/
We apologize for any confusion regarding the review processVacasa asks all guests to submit a review of their stay and each review is individually processed before postedThe overwhelming majority of reviews are posted on our website and under certain circumstances a review is suppressedThe reviews that we choose not to post are those that contain vulgar language, information that may be considered offensive, names of employees, contain no information regarding the home that the guest stayed at or other criteria that deem them unfit to be displayedVacasa does post negative reviews as we believe that all guests should have as much information as possible when choosing a home to rentHaving negative reviews also encourages our home owners to add necessary improvements or fixes to their homes
We hope that this guest and those staying with them were able to enjoy their time away from home and wish them the best going forwardFeel free to reach out with any questions
Regards,
Ridwan I*** Vacasa Guest Services

Complaint: *** I am rejecting this response because: I consider it just a generic responseI would like to have my $refunded I was not able to enjoy our vacation, due to the poor handling by management of our accommodationsI had to constantly be in touch with one of your agents every day of my stayI expected to be treated with professionalism and courtesy's that were not given to meI felt warehoused instead of being treated as a respected customerI also expected a better response. Sincerely,*** ***,

We are very sorry that this guest was not pleased with the accommodation that they booked with VacasaIt is our hope that every guest have a fantastic experience with us and regret that this guest did not enjoy their stayWe’ll address each of the claims of this complaintThis home was newly
remodeled and a beautiful job was doneThe home is not falling apartIn fact, this guest is the only guest to have made any complaints about the home to dateThe furniture, while not new, is not falling apartThis is a pet friendly home, and as such, has been visited by many dogsWhen the guest called to complain our housekeeping staff came back to the home, washed linens and towels, scrubbed with Pine-sol and used Fabrize on the furnishingsOur property manager inspected the hot tub and found it to be in working orderA contactor was dispatched to the home to survey the decks, based on this guest’s complaints and found it to be sound and secureLastly, trash pick up in this home is once a week, like all residential areasWe sincerely apologize that this can cause a backup of trash when we have multiple reservations in the same weekThis guest was issued a refund in the amount of $for the unused nightThis is the maximum refund we will offer as the issues claimed do not warrant further financial compensation

I want to apologize for the inconvenience to this guest regarding the experience with booking.com I have confirmed that the $has been refunded back to the guest’s credit card, and the funds should be returned to the account within the next few days It’s important to
remember that, when booking online, the luxury of talking to a person is lost and we’re only left with communicating with a systemRegardless of what the page contents say, it’s almost impossible to dictate what concessions we require when paying To anyone I talk to, I always recommend talking to an agent when booking, so all questions can be answeredWe wish the guest all the best. Regards, Mark W*** Vacasa Guest Services

We appreciate the customers patience in this matterOur local property manager was able to gather some telling information regarding this matter and shared their comments with me
After investigating the matter, I discovered that the customer was not told that Vacasa would replace the washing
machine at our expenseVacasa is not responsible for the cost of replacement towards any items in the homes that we manage, which is outlined in the contract that we have our home owners sign and agree toVacasa agreed to cover 35% of the cost towards a new washing machine
This was discussed with this customer and because they were responsible for 65% of the cost of the new washing machine, Vacasa purchased a unit that would not be too expensive, yet still provide the guests of the home an opportunity to wash their clothes The value of a year old washing machine that allegedly originally cost $1500, is considerably lower than $It is not reasonable to expect Vacasa to cover 35% of the cost of a replacement of a year old appliance at the original purchase price
The customer mentioned that they were charged $for plumbing services performed by a Vacasa employeeTheir speculation regarding the cause of the clog was not justified by any evidence and could have reasonably been at their faultNo indication existed that the clog was due to a guest in their homeThe Vacasa employee charged the customer in accordance to standard rates for the service provided
The “Big Green Egg” lid was damaged by a guest that stayed in this customers home and in this instance, Vacasa did agree to pay for the replacementThe amount of $was deposited towards the customer's balanceThe property manager personally verified with the owner that they received the reimbursement for the lid
The customer was not ignored by VacasaWe responded to their complaints and requests, but did not give them the answers that they wanted to hearWe apologize that they are not satisfied with the outcome of their requests, although the answers and actions that they received were in line with the policies that they agreed to
If there are any other details that I can help clarify or any questions that I can answer, feel free to reach outWe wish this customer the best going forward
Warm Regards,
Ridwan I***
Guest Services Vacasa