Vacasa

Complaint: [redacted] I am rejecting this response because: This Business is so unprofessionalThey can not even offer a professional way to communicatePlease give this business an F rating Sincerely, [redacted]

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

We are very sorry that the guest was unable to use wifi as expected to during their stay at the home that they rentedIt is certainly our intention to provide all amenities that are listed as available to the guest and to ensure that their stay is as accommodating as possible We can understand the frustration that comes from not having internet, especially when work is involvedWhen certain expected amenities are not available to our guests we do everything within our power to correct the issueIn this case, Vacasa tried to get the internet working for the guest and ultimately, as we do not own the homes that we rent, nor the utility or service accounts, we were limited in our ability to help them We agree that it is fair for our guests to ask for compensation and are happy to apply a fair and appropriate refundStandard refunds are established for certain situations and the standard refund for not having internet in a home that is listed to include it is $per dayThis guest’s total stay was nights and as a result the total refund offered to the guest was $We don't agree that they refund of $is fair, as the guest and others with them still had full access to a bedroom ocean front home in [redacted] , ** When determining a refund, as with most industries, requests must be responded to objectivelyWe cannot place a higher value on the internet for this guest than we would for others, which is why we have established standard refunds for different issues Feel free to reach out with any questions that you may have in the future and we with you the guest the best going forward Regards, Ridwan I [redacted] Guest Services Vacasa

Hello, After reviewing the guest’s documentation of the original Homeaway quote, I have found the discrepancy of $and processed a refund on his AMEX credit card He should see the money back into the account within 4-business daysI want to thank the guest for their patience, while we investigated his claim and hope it hasn’t been too frustrating an experience We hope he will look to our direct website, www.vacasa.com, for their next vacationSincerely, Mark WVacasa

I am very sorry to hear that the customer feels the way that they do by Vacasa and would be glad to look further into this matter for themBased on the information provided in this complaint, I am unable to determine which home is theirsIf the customer could please share the address of the home that they had Vacasa manage for them, I can help going forward Best Regards, Ridwan I***Guest Services

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 appreciate this customer's patienceWe are going to issue a check to them for the damages that we charged them ($505.00)We will need their current mailing address so we can get them their funds as soon as possibleWe will look forward to their response Best Regards, Ridwan IVacasa Guest Services

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 meI have received the refund on my credit card as they said I would I still don't understand why it took them three weeks to process something they said they were going to do in one day.Sincerely, [redacted]

We are terribly sorry that this customer was greeted by anything short of a perfect home and cannot apologize enoughWe appreciate their patience while we gathered more information about the reservationA Vacasa representative has worked with this customer directly and refunded them $The refund has been processed directly to the card that they originally paid with and should reflect their accountIf the refund does not reflect their account we encourage them to reach out and let us know so we can work with our finance team to make sure they receive itWe encourage any additional questions and wish all parties involved the best going forward Regards, Ridwan I***Vacasa Guest Services

Complaint: [redacted] I am rejecting this response because: I do not wish to deal directly with VACASA

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

We are terribly sorry that this customer arrived to a home that was not completely ready for themVacasa has a very successful process implemented to ensure that our homes are clean and comfortable for our guests when they arriveUnder very rare circumstances a home may not be cleaned and we cannot stress enough how seriously we take this We appreciate this customer working with us and communicating with Josh ( The local operation manager of the area that they rented the home) and coming to a conclusionThis guest has been refunded $on 3/23/and an additional $on 3/30/ These refunds should both reflect the customer's account at the time of this writingIf they have not, we encourage them to reach out to us so we can ensure that they receive their refund ASAP Feel free to reach out with any questions Best Regards, Ridwan I***Vacasa Guest Services

Complaint: [redacted] I am rejecting this response because: I do accept that no refund will be madeHowever, we did call twice before leaving and were unable to contact anyone, (other than leaving voicemail) as well as sending emails to the address the documents statedThe guest book in the room specifically stated to use the phone to call if we needed something, that there would be firewood, etcIf the phone has been removed, if firewood is not included, then the materials need to be updatedAgain, I accept the lack of refund, I just wanted to address some of thisSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I have as of this date not received the refund check Yes,I was contacted by VACASA and was told that a refund for one night and a cleaning deposit would be sent to me I have not yet received such an amount.Sincerely, [redacted] **

We are extremely sorry that this guest did not have a fantastic start to their stay with usOur local staff has stated that they made every effort to satisfy and resolve all issues that this guest had with the homeWe have alerted the owner of the condo that the mattress needs to be replacedOur local manager was informed to put a dehumidifier in the lower level to ensure that mold is not an issueWe did comp the guest, one night at a cost of $because Customer Service and Guest Satisfaction is important to usWe do hope that the guest’s family enjoyed having some extra time at the beach

Complaint: [redacted] I am rejecting this response because:I was NOT contacted by security so that I could verify the complaint the night in question That option was not given to me If I had been contacted I would have invited them in to witness first hand the music and marijuana fumes.I was also NOT made aware that there was an option to be relocated until DAYS LATER! How does this help? How is this any way to treat a customer?To be told I was making up the whole situation is completely inaccurate and unfair I am a parent trying to do the right thing to keep my family safe.These locks are indeed faulty and wouldn't keep a determined person from breaking down the door.The bottom line is this company is a scam They completely dropped the ball and are now trying to cover up their lack of customer service by BLAMING THE CUSTOMER! I hope anyone reading this sees this is not an honorable company and will think twice before spending any funds, what a waste!I can be assured in my mind that I did the right thing by moving my family to KEEP THEM SAFE! Sincerely, [redacted]

I see that the last response is as follows: Additional Comments from Consumer: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 meSincerely, [redacted] Is this complaint complete? The Revdex.com complaint portal shows that a response is overdue

Revdex.com:Just to clarify, the problems we experienced while renting our first house wasn't merely housekeeping and customer service issues, but actual safety and maintenance issues The fire alarm would not shut off until my husband climbed on top of a chair arm to take it off the wallWhen we contacted our property manager, Samantha, and told her that we had no working fire alarm, she insisted that she couldn't come out to fix it until the next day and even then she stated that she had a very important doctors appointment that she couldn't missI told Samantha that we need a working fire alarm as that is illegal to not have oneShe finally came over that same night with a new smoke detector but no way to install it (didn't bring a ladder or anything)We were lucky enough the first time, to get the smoke detector down without breaking anything or hurting ourselves and we weren't about to try it aginWhile Samantha was at the house, she proceeded to ask us if we had used the fireplaceI told her no because there was no required logs provided and we didn't go buy any ourselvesSamantha said good, don't use the fireplace because it needs a chimney sweepThe result of an unclean chimney can be very dangerous and may cause a house fireThat, in top of no working fire alarmare you kidding me? There was also suit blowing into the house from the unclean fireplace and the faucet in the kitchen was dripping all day and all nightIt was obvious that this house needed some TLC and that it had been neglected for a while In short, we were moved into houses that should not have had renters in them in the first placeThe first house was a disaster and the second one wasn't even set up (no wifi and all the furniture was on top of counters and turned upside down)My husband and I spent a lot of money on this vacation and we didn't even get to enjoy it due to circumstances that were out of our controlI have every text message that Samantha ever sent me that proves when I contacted her, what was addressed and how she handled itShe even admitted that our stay turned into a nightmare So really, $is all we can be compensated for? If you're asking if I'm satisfied with that response, my answer is noBased on your last response, I believe you need to reinterview some people and get the right facts about our situationA non working smoke detector and an unclean fireplace are clear safety violations and totally unacceptable Sincerely, [redacted] ***

Complaint: [redacted] This has been marked as resolved, but we have yet to receive a check as part of the closing processThe company will not return my calls and I really do not like the idea of being considered completed and that I am satisfied when I am not and this has not been resolvedThey won't return my calls and I would like this dispute re-openedPlease contact me with any questionsThank you,

We sincerely apologize for the delay in processing this refund checkI was able to check with our accounting team who advised that they were able to put the funds back on the card used at the time of payment on July 21stThe refund should be reflected on your statement at this time