Vacasa

We want to thank the guest for bringing this matter to my attention I completely understand that they would want to use the pool during these hot summer days--it’s a great and fun way to cool off and I understand their frustration that they felt like the pool wasn’t clean After
reviewing all documentation and interviewing all personnel involved, I believe that I have enough information to provide a final decision. The pool cleaner who arrived twice in a timely manner is not an employee of Vacasa, but is a qualified technician who is well-versed in cleaning swimming pools We are confident in his decision that the pool was cleaned properly with his recommendation that it would be clean after an hour being truthful Therefore, I can’t approve any additional monetary refund, over and above the $already compensated The general manager did offer 10% off their next stay in a Vacasa home, with no deadline. Again, I apologize for any inconvenience this has caused and truly appreciate the guest’s patience while completing this investigation It is our wish that they have a wonderful summer and great health and happiness in the future. Sincerely, Mark W*** Vacasa Guest Services

Complaint: ***I apologize for not responding as soon as I would have I am working out of stateI do not wish to stop this process with case #***All responses were attached to the presentation I sent youThere has been NO communication by phone from Vacasa, here is the last e-mail between both partiesSee attachment, Please reopen the case.Thank you *** ***
***please see attached***

We are terribly sorry for any confusion regarding the sale of the home that his customer is rentingIt was just recently sold and the home owners have decided to continue to rent it through VacasaIt is not currently for saleThe customer is welcome to reach out with any questions they have
Best Regards,
Ridwan I***Vacasa Guest Services

We are so sorry that the customer arrived to a home that was not cleaned and that the heater in the home did not function properly during their stayThis customer has been in contact with us and we have agreed to refund them $This refund was initiated on 3/24/should reflect the
customer’s account at the time of this writingIf they have not received the refund we encourage them to let us know so we can make sure they get itFeel free to reach out with any other questions
Best Regards,
Ridwan I***Vacasa Guest Services

Complaint: ***
I am rejecting this response because:I initially requested the cleaning deposit and one night's stay as an adjustment to our account which was denied I told the representative on the telephone that I would be making a complaint with the Revdex.com if I was not allowed to discuss the issue with a manager or supervisor, and that if I had to take the time to make the complaint that I would be asking for more than the original amount requested The inconvenience of having to take this matter to the next uncomfortable level is unfortunate when it could have been handled simply by allowing me to speak with an understanding manager or supervisor.I appreciate that this company is now willing to adjust our account, however, my original request for an adjustment of $ still stands There is no excuse for not allowing a guest to speak with a manager or supervisor regarding their account, or for the filth that greeted us upon entry to our vacation home and lasted throughout our stay We paid for this vacation home in good faith and expected it to be clean.Sincerely,
*** ***

We are sorry that this customer was unable to use the hot tub in the home they rented for part of their stay and did not hear back from Vacasa immediately after reaching out to usWe have refunded this customer their entire hot tub fee of $and emailed them to let them know that the refund was
processed on 4/10/In the email we asked them to reach out to us if they have still not see the refund reflect their bankWe are happy to help them going forward and encourage them to follow up through the email that we sent them on 5/14/if they have any questionsWe wish all parties involved the best going forward
Regards,
Ridwan IVacasa Guest Services

Complaint: ***
I am rejecting this response because:The business that I filed a complaint against asked for my reservation number so they can look into the matter more thoroughlyI tried to respond by giving them the reservation number but I was unable to type in the email boxI only had the option to accept or not accept their emailI just wanted to give them the numberThe email went through just as a rejection without any info typed in from meI'm sure I just made a big mess. The reservation number is ***Hopefully you can help me remedy this. Thank you,*** ***Sent from XFINITY Connect Mobile App
Sincerely,
*** ***

We apologize that the customer has not received response from Vacasa yetOur general manager for the area is out of the office until May 31st and will absolutely reach out to them and help them with their requestWe apologize for any inconvenience that this may cause and appreciate the customers patience
Best Regards,
Ridwan I
Vacasa Guest Services

Complaint: ***The Reservation Number: ***
Sincerely,*** ***

Revdex.com:
Thank you for helping to mediate this situation of my complaint ID ***
First, I accept the resolution of Vacasa to refund my requested cleaning fees of $I checked with my bank yesterday and there is no record of an attempt to credit my cardI spoke with so many different Vacasa employee's during my vacation and it was never made clear as to what my compensation would beThere was nothing offered that was set in stone, nor did I receive a call back after I checked out 1-1-and left a detailed message, requesting this information
Secondly, I highly suggest that the Revdex.com make a thorough investigation of Vacasa and its business practicesI see that they have been awarded the Revdex.com Award for ExcellenceA few days ago I looked up Vacasa on the website Yelp (it never crossed my mind to do this prior to booking my trip) and I was shocked to see the number of complaints they had against themI counted one and two-star reviews in the last two years aloneStrangely, some of the complaints are similar to ours - poor response time, no response, dirty ***/rentals, breech of contract and rental properties not as described online by VacasaI would imagine that this would fail to meet the high standards of the Revdex.com
Also I wanted to address a few of the Vacasa spokesperson's claimsYears ago I learned in college that excuses are "monuments of nothingness." Vacasa is a large company and should be equipped to handle all crisis situations as well as the expected inclement weather for DecemberI checked the weather for Portland, OR (base for Vacasa) during my vacation and it was nothing out of the normJasmine, the Vacasa employee who finally was able to help me 12-28-15, said the reason it took so long to get a housekeeper to clean our cabin was because they were short staffed for the holidays and the supervisor in Lake Tahoe wasn't aware for some time that the cleaner assigned to our cabin quitIn my suggestion to Vacasa's Customer Satisfaction email, I said they should consider that all new employees be subject to the standard business practice of a probationary period (the housekeeper had been on the job one week.) This may help to alleviate future issues and guests having to experience the nightmare we had to endureI have worked in public relations and becoming defensive and blaming the customer is definitely not a way to win customer satisfactionVacasa should be more customer service friendly and not imply that they are doing me (or anyone else with similar issues) a favor by refunding my cleaning feeThis is the least they could doI would be happy to show the Revdex.com my video and pictures of the dirty cabin and sheets
I look forward to receiving a credit for the cleaning fee of $in a timely manner and I do hope that the Revdex.com takes a deeper look into Vacasa and its questionable business practices in dealing with its customers
Sincerely, *** & *** ***

We are sincerely and deeply disappointed for this guest and for the events that transpired earlier this month We completely understand their frustration with being unable to stay in a home they chose, that had fit their needs, in January After reviewing the complete notes
from the reservation and interviewing the parties involved, I have a much better understanding of the issue. We apologize for our system’s inability to recognize that a guest had booked the home before Ann’s reservation on 1/1/ As it was communicated to the guest, this had truly never happened before. Currently, our engineers are investigating the source of this error--to find an answer on why so much time elapsed before our notification of the double booking At this point, it was very apparent we had to find a suitable alternate home immediately It was frustrating that we couldn’t find multiple solutions within our own inventory or on 3rd party websites However, we did find one home on VRBO that was approved by the guest To confirm, Vacasa did pay the additional cost for the home We want to thank the guest for providing their feedback here, and we want to assure them that we are taking all the necessary steps to insure that this situation doesn’t occur to other guests This includes having discussions with those involved to analyze the issue and implement safeguards to prevent future situations

Complaint: ***
I am rejecting this response because: These are outright lies. The total cost of the unit was nearly $for nightsIn what possible way does $make sense as the nightly rental fee? Do you mean to tell me there was $in taxes and fees? Do you seriously expect me to believe this? Please see attached e-mail showing rental agreement and total price of $Please also see attached "Vacasa Rate Calendar" which clearly shows not a single day in March for less than $And anybody that knows East coast ski rentals, the later in the season, the lower the priceAgain, these are LIES.The total fees charged by Vacasa were $which is where the total refunded amount comes fromWhat I am seeking is a refund for the additional amount of nightVacasa did not earn their fees which is why they begrudingly returned themThey have yet to provide the true 1-night rental fee due to the lack of heating for the entire first night which is why I continue to fightVacasa rented a broken down unit that advertised but failed to provide the following: washing machineToilet for entire trip (1/of bathrooms non-functioning for guests)Heat for night (due to negligence of Vacasa buy leaving the valve off)Leaking freezerLeaking dishwasher This company continues to lie and say I never reported the toilet despite witnesses hearing this on the first night AND a written complain, which was responded to, by local property manager and Vacasa employee Justine M***Please see attached e-mail correspondence sent to Justine on March 2, This was the 2nd day our our day trip. Not only was the house missing advertised features, but I had to spend the first evening with no heat and guests sleeping on couches in the living room because the bottom floor with the bedrooms they paid for was too cold to sleepVacasa continues to trivialize these as "minor issues" or "inconveniences" but when you fail to deliver on 1/of an essential like a bathroom, that is far beyond an "inconvenience". This is a company that continuously misrepresents properties The proof is all over the internet on Yelp, AirBnB, Revdex.com, Google and just about every place that lets you review this sham of a companyFor me to pay $for nights and have to deal with all of these issues for the ENTIRE duration plus take time from enjoying to contact property managers about crucial issues like heat and non-functioning bathrooms is unacceptableI've never been so poorly treated by a company in my entire life and I wonder how any person with even a small ounce of decency could, in good conscience, show up for work at this horrific place and feel good about what they are being paid to do. Sincerely,
*** ***

I want to thank the guest for their patience during this time, where I’ve researched all documentation relevant to this case and interviewed all related parties First, I’d like to clarify that, of the $total charged to the guest’s credit card, $was for the lockbox issue and $for the smoking issue The $was refunded back to the guest on 6/23/ After the guest checked out on 6/13/2017, both the housekeeper and a maintenance technician arrived on the property to perform their regular duties They both reported the strong smell of marijuana inside the home Multiple bottles of Fabreze were sprayed throughout the home to get rid of the odor but the smell was still detected As per the signed contract agreement by the guest, they agreed to abide by the terms & conditions dictated by Vacasa Specifically, items E & G in the “Summary of Rental Terms”, which state: ENo smoking is permitted anywhere on the premises. GRenter is liable for any damage to the property and agrees to accept charges to the card on file should damage occur during occupancy. Therefore, we deem the $charged to the guest’s credit card as fair and legitimate, based on the facts determined from the investigation We completely understand the guest’s frustration with the event that transpired We appreciate their bringing this concern to our attention, as we always want to be aware of any issues our guests have during their stay in any of our homes We wish the guest all the best for the future. Regards, Mark W*** Vacasa Guest Services

Hello, We apologize for the inconvenience from this issue I have reviewed all emails and Vacasa agent, Caty, replied to the guest on March 9th that VRBO had quoted a higher price than was actually charged to the guest The keyword is “quoted” not chargedThe total
reservation cost was $Most likely, there is a service fee charged by VRBO for booking on their siteThat charge is not reflected in the Vacasa booking If the guest feels that he was overcharged, he will need to contact VRBO and provide documentation of any overchargeVacasa has no association with VRBO, except to advertise our homes on the websiteWe appreciate the guest’s patience to this point. Regards, Mark W*** Vacasa Customer Experience

Complaint: ***I am rejecting this response because:
Waiting on their response from property manager.Sincerely,*** ***

We sincerely apologize for any inconvenience this matter has caused the guest It is always our goal to insure our guests have a positive experience throughout the booking process I have forwarded this case to our team of agents who manage our Airbnb accounts As soon as I
have an update, I will post my comments through the Revdex.com site I appreciate their patience during this process. Regards, Mark W*** Vacasa Customer Experience

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 wish them the best in the meantime
Best Regards,
Mark W***Vacasa Guest Services

We are terribly sorry for the trouble this customer had to go throughWe definitely appreciate their patience while coming to a resolutionVacasa has communicated with this guest directly and we have come to an agreed upon resolutionWe wish al parties involved the best
Regards,
Ridwan
I***Vacasa Guest Services

That's not really what I was hoping for, but I'm willing to accept it as a compromise
Please send the check to:
*** *** *** *** ***
Pittsburgh, PA

Revdex.com:Upon notification of my complaint and poor review of their service, the vacasa home office in ***, ** sent me payment for my February rentTherefore, the outstanding issue has been resolvedHowever, because of their lack of response to my prior multiple calls and emails, I do not believe they would have responded without involving the Revdex.comThank you for your assistance.Sincerely, *** ***