Vacasa

Complaint: ***
I am rejecting this response because:It was brought up about the bed sheets the same day as the WiFiThe $was not agreed upon by us, your manager decided that was the only thing he could doThe lady your company sent out pulled the sheets off and changed to some new sheetsThe bed was not sanitized or were the mattresses changed outAfter we discovered human waste ontSthe sheets why weren't the mattresses changed out??? Sincerely,*** ***
*** ***

Complaint: ***
I am rejecting this response because this issue has not been resolved yet.
And I would also like to add that I am really concerned that it is not a policy to change the lock key codes frequently. This is what enabled this man to get into the house while we were there. What if he had been someone who meant us harm? I can't tell you how upsetting and scary of a situation this was for us.
Sincerely,*** ***

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

Revdex.com:
Date Sent: 11/8/11:46:AMVacasa has no idea what's going on in their own CompanyI verified my **th address on 10/in my reply to the original Revdex.com "accepted response"I confirmed with American Express today that a credit was given on 10/even though I was told by Vacasa that they couldn't credit my AMEX because the reservation was closed and they would have to mail a checkWhy wasn't the rep, Julia on 10/able to relay this information to me? Word of caution to any renters - don't wait for a refund check, dispute it with your credit card companyThis entire ordeal was a headacheI will NEVER rent another property "managed" by 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 me. Sincerely, *** ***

Hi,We apologize about the issues that occurred during the guests stay Unfortunately, the General Manager has decided that at this time a refund will not be granted to the guest. The General Manager looked at the HOA security reports and found that none of the units surrounding the home were
playing music or smoking weedThe guest also did not give us a chance to move them to a new unit but rather left before any action could be takenHad the guest contacted us prior to leaving with these issues a potential move to a new home or discount would have been grantedThank you,Sydney H

We’re very sorry the guest had to wait so long for a resolution There was some system confusion with VRBO, which required some additional investigation However, the final result was that the guest received a chargeback from her bank for the total amount of Since
they were refunded back the entire amount, there will be no additional compensation We want to thank the guest for their patience during this time and wish them all the best

I want to say thank you to *** for reaching out to us, and I apologize this issue was not resolved at the time of her stay We pride ourselves on acting promptly when a situation similar to this arises. Sincethis did not happen, I want to resolve this matter completely right now, by
approving a refund of $ Since the reservation is still active in our system, I can still refund the credit card on file Please have the guest approve of our processing a refund to the MasterCard ending in *** As soon as this information is confirmed, we’ll refund promptly I hope *** will see it in her heart to give us a second chance and allow us to serve her in the future.Regarding the guest’s comment about the previous guest being unable to post a review, I am confused by this comment The previous guest DID post a review on the listing page of the home.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 reservationnumber 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

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, *** ***

We appreciate the opportunity to assist in resolving this important issue It’s my goal to gather as much information as I can to have a better understanding of the history involved with this matter It would be extremely helpful if I could receive more information regarding the
home previously managed by Vacasa This would include the physical address of the property and any associated ID numbers or unit codes I want to thank the homeowner for their patience while I continue my investigation

We want to thanks this customer or having patience while we gathered more information about this reservationOur guest services team has been communicating with them and we are refunding them $for their inconvenienceWe encourage any questions and wish all parties the best going forward
Regards,
Ridwan I***
Vacasa Guest Services

Complaint: ***I am rejecting this response because: $compensation would be acceptable as long as it is not in voucher form and is on top of return of cleaning deposit paid.Sincerely,*** ***

The refund was issued to the guest's Visa card ending in *** on July 21stWe advise Mr*** check the card statement to confirm

We have refunded the guest in fullThey will see the refund directly in 2-days and no further action from the guest is needed

I am very sorry that this guest feels the way that they do regarding VacasaI was unable to determine the reason that they are upset based on the information presented in this complaintUpon reviewing the guests reservation with Vacasa, none of the reservations that this guest had with us
amounted to $There is a reservation that I show in which Vacasa refunded $to this guest by request of an operations manager of the area that this guest was staying inThis is more than Vacasa would traditionally refund for the issues that the guest faced, but the operations manager insisted that the refund be higher because of the guests personal circumstances.The Guests most recent reservation, from 10/08/- 10/10/2015, was refunded in full ($938.97)The guest called in to let us know that the internet was not working at the bedroom home that they stayed at in the North Lake Tahoe RegionBecause they were there to work, the internet was an integral part of the guest's stay according to themAs a result of their verbal abuse and Vacasa choosing to no longer engage with such behavior, the guest was refunded in full to cease communication with the guestAlthough Vacasa does not believe that it is fair for this Guest to stay in a bedroom home in a desired location for free, we have to draw the line at some point in respect for the well being of our employees.In summary, Vacasa has been more than fair to this guest and I am very unsure of what they would like up to do, on top of the excessive refunds that our company has already granted to themPlease reach out with any other comments or questions.Best Regards,Ridwan I***Guest Services

We are very sorry to hear about this customer's inconvenience during their reservation and we would love an opportunity to look into the matter with more detailWe have shared their Revdex.com complaint details with our general manager and they will let us know how they would like to proceed
Best Regards,
Ridwan I***Vacasa Guest Services

I appreciate the guest bringing this matter to our attention It’s always our goal to investigate and resolve in a timely manner Unfortunately, I will need additional information before we begin our research Please have the guest provide the reservation number associated
with the complaint Once we receive it, we can promptly begin. Regards, *** *** Vacasa Guest Services

We appreciate the guest bringing this matter to our attentionIt is our goal to investigate and reply back as quickly as possible However, periodically there may be a short delay during the process, where information doesn’t arrive in a timely manner For this, my apologies!
I have completed my research and will approve a refund of $ Thank you to the guests for their patience during this time Since the reservation is closed, the credit card on file can’t be used, so a refund check will be mailed back To confirm, please let us know if the correct mailing address is *** ***
*** *** *** ** *** If this is not correct or if a physical address is better, please provide the best address. Regards, Mark W*** Vacasa Guest Services

Complaint: ***
I am rejecting this response because:First, I want to say thank you for your response Second, I'm not sure if you read our complaint thoroughly but we didnt "become ill on the 5th day" as you stated Our complaint clearly states we were feeling sick from the first night So much so, we went to *** on the island twice on Sunday, May 6th thinking it was allergies or a cold We spent $on meds and motion sickness pillsIt continued to get worse But the crazy part is, we could walk outside and feel better It was just when we were in the unit The 5th day is when we found the mold in our room on the ceiling I know you stated you talked to the maintenance staff The thing is me and my fiancee were both in the room when they came in the "clean it" If it was just "dust" as they stated, why did the spray it with Clorox and alcohol and scrub the ceiling? I have pictures (attached) and you're telling me it's my word against theirs basically Of course the property isn't going to admit its mold They open themselves up to a liability if they do so I'm not out to make anyone lose money or get more than what we paid I'm not trying to sue you or take any other action I just want the money we put out on this trip for the rental We have been to the island times and have NEVER felt the way we did this time I had to use my inhaler more on this trip when we were in the condo than I have in the last years And amazingly on the ride home, we started feeling better On the two days we didnt have cold water, I didnt cause any waves We didnt have cable or internet the entire time but again, we didnt bug anybody because we figured "things happen" But this is a health hazard and I think it should be addressed I don't believe we should have to pay for a condo that literally made us sick the whole time we were there and ended up ruining our 12th anniversary I appreciate your time and consideration in this matter I'm hoping we can get this resolved soon!
Sincerely,
*** ***

We are very sorry to hear that this customer was unable to use the cable or internet in the home they rented and that they have not heard back about the refund they were offeredAlthough it is rare, technical difficulties may occur in the homes that we rent outVacasa takes proactive measures to
correct whatever issues arise as soon as we are made aware of them and, unfortunately in this reservations case, the internet and cable provider did not show up to their scheduled appointment to fix the problem
We can absolutely understand how much of an inconvenience this causes for our guests and can appreciate their request for a refundWe have communicated with the local property manager that worked with this customer and they confirmed that they offered a refund of $per day for each day that the cable and internet services were unavailable during this reservationThis reservation was a total of days, meaning $should be refunded as offeredAs this customer has patiently waited for their refund, Vacasa will issue a total of $to them for their inconvenience
All we need is a current mailing address to send a refund checkOnce we have that, our finance manager will issue the check as soon as possibleWe welcome any questions and wish all parties involved the very best going forward
Regards,
Ridwan I***Vacasa Guest Services