Vacasa

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your assistance
Sincerely,
*** ***

Hi ***,We apologize that this experience has been a difficult oneWe have passed along your information to our Owner Support team who will be in contact with finance to figure out the delay in sending these reports to you as well as issuing you your refund. Best,Sydney H

We are very sorry to hear that the guest found the home to be unacceptable, despite having stayed for the duration of the reservationWe did offer alternate accommodations for the guest and they admittedly declined due to the makeup of their party I will have our local property manager
investigate the claims regarding the home not being up to code and we may proceed from thereIn the meantime, we have refunded $of the original reservation and find that this is a fair dollar amount, given the issues that the guest faced during their stay

We are sorry to see that this customer was charged for damages to the property after their stayVacasa sends our policies to every guest that stays with us, this one included, that state “Renter is liable for any damage to the property and agrees to accept charges to the card on file should
damage occur during occupancy.”
We have asked for more information from our local management before proceedingWe would like to respond from an educated perspective and we appreciate this customer's patience and understanding
Best Regards,
Ridwan IVacasa Guest Services

We are so sorry to hear that the home this customer rented was anything short of perfect when they arrivedWe appreciate them reaching out and giving us an opportunity to work with them and resolve all their issues
We have reached out to our local property manager to gather more detailsWe
would like to make sure we are responding from an informed position and hope to be in touch very soonWOuld this customer rather be contacts via email or through the Revdex.com complaint channel?
Regards,
Ridwan I***
Vacasa Guest Services

We are so sorry to hear of this guest’s issues in finding resolution with Vacasa Our goal at Vacasa is to provide effortless vacation experiences for guests As noted in the Full Rental Agreement that these guests agreed to at the time of rental, on rare occasions the property
originally rented may not be available for the guestIn such an event, Vacasa will either move the guests to another property in the Vacasa portfolio, or else issue a full refund When these guests arrived at their Vacasa property on May 13th and found it uninhabitable, we did issue the full refund as stipulated by our rental agreement.Due to the unique nature of the situation we also chose to go well beyond the required 100% refund ($1,146.86) but to also cover any additional costs for lodgings elsewhereTo clarify, this means that any amount over $1,would be covered by VacasaThis does not mean that Vacasa would cover 100% of the guest’s hotel costs in addition to their receiving a 100% refund from our company.On May 14th, a local Vacasa employee went to the hotel that the guests were staying at and used a company-issued Vacasa credit card to cover $2,(the totals for the nights of May 13th and 14th) For the guest’s final night in Seattle (May 15th) we did locate a home in the Vacasa portfolio available for these guests, which they declined to stay at Vacasa is not liable for any lodging costs incurred for the night of the 15th Based on the information presented, Vacasa feels that sufficient compensation has been provided for the issues experienced by the guestWe appreciate that *** has used the Revdex.com as a forum to discuss this matter and wish her the best going forward

Complaint: ***I am rejecting this response because: I would like to know when you will issue the credit of $to my *** *** for the one night stay? I have not received this credit to date.Sincerely,*** ***

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me but not in a timely manner considering the original e-mail was sent on May 24, requesting the information Sincerely, *** ***

We apologize for this huge inconvenience that occurred during the guest’s stay I will be investigating the events, including my conducting interviews of all parties involved In order to gather the correct information, I will need the reservation number associated with this matter
I want to thank the guest for bringing this to our attention and appreciate their patience during this time. Regards, Mark W*** Vacasa Guest Services

We appreciate you sharing our offer with the other members of your partyUnfortunately, the $refund is a total refund for the entire reservationWe believe that it is a fair amount and are absolutely still able to send the $check to the address you provide
Best Regards,
Ridwan I***
Vacasa Guest Services

We appreciate this customer giving us an opportunity to research their reservationIt is always unfortunate to discover that a stay is hindered by the condition or cleanliness of a homeWe will refund $of the reservation total as requested to compensate this customer for the trouble they faced during their stay
If this customer could please provide us with a current mailing address, we will have our finance manager send them a refund checkWe hope to hear from them soon and with all parties involved the best
Regards,
Ridwan I***Vacasa Guest Services

When the customer originally reached out to Vacasa on 1/28/they were emailed back within minutes to specify that they would not be able to cancel the reservation with a refundSeveral emails were sent back and forth between the guest and Vacasa guest services regarding the refund for cancellation, reinforcing with the customer that they would not be able to get a refund for cancellation
Although it is not within policy or standard procedure, the customer did not stay in the home so Vacasa is willing to refund the cleaning fee of $100.00, provided that the customers credit card dispute for the entire amount of the reservation is removed or rejected
We are waiting for more information from the customer’s credit card company regarding the status of the disputeIf the customer would like the $refund, and the credit card dispute is either removed or rejected, we will just need their current address to send the check
Feel free to reach out with any questions that you might 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 ***, and find that this resolution is satisfactory to meSincerely, *** *** ***

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, *** *** *** *** ***

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

Complaint: ***I am rejecting this response because:
* Your automated response matches, almost word for word, the same response I received a week agoVacasa clearly has NOT put any thought into its lackluster response to my terrible 3-day rental experience over the Labor Day weekend.
* I am going to file a complaint with the *** *** of ***, by way of the *** *** ***, for this terrible rental
* Even with the refunded $cleaning fee, I still wound up paying $930.77, or $per night, for a home that was filthy and did not have any hot water for two of the three daysFor heaven's sakes, the hot water was turned off.
Inexcusable!
Sincerely,*** *** ***

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

We appreciate the homeowner's patience during our investigation of their concern Based on information I received from a member of our Owner Support team, the monies due them should have been sent, and hopefully, received by Mr*** We ask that, if no payment has been received to date, to please reply back here and I will contact the appropriate people to clarify the situation

We appreciate the customer sharing their reservation number with usWe apologize that the home was anything short of perfect during their stay and that they felt the need to leave a day earlyOur offer was initially to refund one night of their stay in the amount of $Our systems had unfortunately recharged this customer's card after the refund was created, resulting in no net refund or chargeWe apologize for the trouble that this caused and will refund $to themWe will need their mailing address to best direct a refund checkOnce we have that our finance manager will prioritize having the refund sent to themFeel free to reach out with any questions
Best Regards,
Ridwan I