Vacasa

Complaint: ***I am rejecting this response because: I do not think the $refund is fair because it does not cover the ruined first night plus the cleaning fee, let alone any compensation for the lack of hot waterThe least that Vacasa should do is refund our first night (remember, we spent it waiting and cleaning) and the cleaning feeThey should also compensate us for the hot water issue, perhaps not the amount I mentioned before but at the least $per night for the other four nightsThe lack of hot water meant some of us could not shower at all, which also meant some of us didn't use the hot tub because we couldn't rinse off before or after using it. Sincerely,*** ***

We are sorry that the home that this customer rented had a pest in it and that they experienced an odor problem during their stayIn the event that an issue arises during a guest's reservation and they request a refund, Vacasa sends the guest an email from our guest service manager and ask
them to give us a full account of their issues in writing so a fair refund can be provided if one is warrantedWe do not see a response to the email that we sent this customer and would absolutely like to help them
To ensure that their concerns are taken care of, we would appreciate it if this customer could forward the email that they sent Vacasa to [email protected] would also like to know where there was an issue in communicationIf this customer sent vacasa an email from any email address other than the email on their reservation (***@sbcglobal.net) we would appreciate it if they provided that email address as well so we can search our inbox for the email and see what went wrong
We look forward to hearing from them and taking care of their issueWe wish all parties the best going forward
Regards,
Ridwan IVacasa Guest Services

Complaint: ***
I am rejecting this response because: The second house we were shown was a nicer house BUT, as soon as my husband and I entered, it had a very strong smell of mold. So strong that we had to go outside to discuss this matter. We didn't even bother showing our kids not to mention it was close to 10pm. This was our one and only family vacation!! Why did we have to go through this?! We never stayed at either house, this is robbery and want our refund. The pictures and ad were deceiving and the Terms and Conditions are very sneaky. Making customers sign & pay for something they haven't even seen yet!
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
We checked out of the condo first thing this morningThis was entirely due to the squalor condition of unit # I have attached pictures so you can see this was unacceptable and not what was represented in the vacasa advertisement The pictures include dirty\soiled carpets, dirty\soiled couch, dirt\food waste on the walls and floor The walls, baseboards and flooring all had damage to themThere was food waste in the kitchen as well as an unclean wet smell in the unit. I am making a written request for a full refund of our feesIn addition I feel given the nature of the representation you should be liable for our travel costs to and from the unit Your prompt attention and response to this matter is appreciated.
***please see attachments***
Sincerely,*** ***

We are extremely disappointed that this guest hasn’t been able to use some amenities that were advertised as being available in the home We pride ourselves on ensuring that all amenities offered are in working order, before the guest arrives Of course, if our property management
team informs us of any amenity that’s not available, we try to communicate that to the guest as soon as possible. In this case, I will reach out to our operations staff for clarification on what events occurred--including our general manager for that region So that I can be more informed, I would like to have a list of all the amenities that were offered for this home that the guest was not able to use at any time We appreciate their patience as we investigate this matter that, hopefully, comes to a positive resolution. Sincerely, Mark W***Vacasa Guest Services

We are terribly sorry to hear that this customer had anything short of a fantastic experienceWe have shared their complaint details with the *** manager in the area that they rented a vacation home They are reviewing the reservation and will let us know how they would like to proceed
with this customers complaintThank you for your patience and we wish all parties involved the best.
Regards,
Ridwan I***
Vacasa Guest Services

Complaint: ***I am rejecting this response because:
I expect a refund of this Vacasa rental. We paid a premium price for a home that had NOT been cleaned AT ALL before we checked in, except that the bed, with dirty sheets, had been made up to appear ready, and the dishes (not clean) had been put back in the cabinet. The sheets on the bed were dirty, the floors had not been vacuumed or mopped for a long time, the glass door was covered with prints, the garbage lid was slick with grease and food, the fridge, microwave and freezer were dirtyThe countertops and table were sticky and had not been wiped down. I could go on and on and on. The attached photos are from the afternoon of the second day, after a housekeeper had finally arrived nearly hours after our checkin and after phone calls to try to get help. Yes, these photos are from AFTER the housekeeper had come. I have MANY other photos as well. I made numerous unanswered phone calls the second afternoon as well, because I found that AFTER the housekeeper had come the bed still had filthy, bloodstained sheets on the bed even though I had reported that the bed required clean linens. So when we left after two nights, we never had a clean bed, or a clean house. The ENTIRE trip was spent in frustration and filth. I do not owe Vacasa a dime. I expect a full refund on this fiasco...our first vacation in nearly three years
Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] and though I was seeking complete replacement value for my items I will accept the $436.05. Sincerely, [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]

Complaint: [redacted]
 
I am rejecting this response because:Vacasa has stated they have refunded in full- I have shown numerous times they have not. This last message from Vacass states they are not going to fulfill what they have promised and that I am welcome to try to sue them for it. This is outrageous. It is fraudulaent of a company to state one thing and then do another, and now to suggest I sue them is another full slap in the face. This company has done nothing but lie and deceive,when I the consumer have done everything they told me to do and again they blatantly refuse to follow through with what they have promised. It is wrong a large company to instruct me to make payment on a hotel up front, then I do, then they refuse to reimburse. When questioned on it and credit card statements provided, they now state I am welcome to take legal action and they will not be doing what they said after all.

Hello,Our apologies to the homeowner for the delay while we investigate their claims.  The information has been forwarded to our Owner Support team, as they are the best source to eventually resolve the situation.  We want to thank them for their patience at this...

time. Regards, Mark W[redacted] Vacasa Guest ServicesTell us why here...

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

We want to apologize for the confusion with this issue.  I read the notes on the reservation, and the transaction appeared more complex due to Hotels.com, Expedia and  Vacasa communicating back and forth with each other, while attempting to update the guest with consistent information....

 I’m happy to report that the we refunded the guest  $304.87 on 2/14/2018.  As with most credit card companies, it takes a few business days for the refund to return to the account.    I want to thank the guest for their patience during this investigation.  We wish them nothing but the best for the future. Sincerely, Mark W[redacted] Vacasa Customer Experience

Hello, Regardless of what lawsuit is currently on the books, Vacasa doesn’t charge a cancellation fee.  The fact remains that the guest originally booked on booking.com and whatever  initial cost total discrepancy would need to be followed up with them.  As for Vacasa’s charge, we received a reservation for $293.21 when it was booked on 2/16/2018.  When  the request for cancellation was made, we refunded the guest that same amount of $293.21.  No additional monies were kept by Vacasa.  If the guest has calculated any  amount over and above of this figure, they’ll need to contact booking.com, as we have no association with their site, but as only a means to advertise our homes.  The guest’s  patience is deeply appreciated during this time. Regards, Mark W[redacted] Vacasa Guest Services

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

We apologize the guests didn’t enjoy their stay in the home and had to leave early.  This issue is still being investigated by Vacasa, with the guest having been sent a Guest Satisfaction email on July 19th.  This  allows them to provide detail to their explanation of the events that...

transpired before sending it to the regional general manager. Once the email is sent to our GM, we ask our guests to give us 10-14 days for  a reply. This allows the GM to review notes, conduct interviews with the staff personnel related to the incident. We will continue to monitor the progress and contact the GM with a status update, if necessary.

We apologize for any confusion. Vacasa does not send an itemized breakdown of the reservation cost in the reservation confirmation email that we provide. This guest booked their reservation online at vacasa.com and it provides a breakdown after confirming the dates of the reservation. This can be easily replicated using the same url that the reservation was booked: https://www.vacasa.com/unit.php?UnitID=5888 . All they need to do is select some available dates and click the green box on the right side of the screen that says the price of the reservation and the words “x nights total (click for details)”. This displays the separation of the rent, fees and taxes of the reservation. This customers reservation breaks down as follows: Rent: $214, Fees: $160.96 (Cleaning Fee: $130 | Booking Fee $30.96), Taxes: $39.00. Vacasa offered to refund the first nights rent which was $100.00. If this customer would feel more comfortable with Vacasa refunding an additional $7.00 as though this reservation was set us so both dates are of equal value, we can certainly do that. We can also refund the taxes associated with the $107.00 ($100.00 originally refunded and $7.00 offered in this message) which amount to $11.13. If this customer can provide us with a current mailing address we will send them a refund check for $. 18.13. We look forward to hearing from them and wish them the best.
Regards,
Ridwan I[redacted]Vacasa Guest Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response is satisfactory to me. However, the resolution is still unresolved, as the business only promised to look into the details of the matter, and not to resolve them or give a timeline for resolution. Thank you, [redacted]

I appreciate the guest bringing this matter to our attention.  We always strive to investigate and resolve in a timely manner.  Our apologies for the time that has elapsed to receive an answer.   After investigating the events and reading the extensive reservation notes, our...

general manager has approved the original refund of the cleaning fees, totaling $250.  Since the reservation has been  closed out of our system, a refund check will be mailed to the guest’s mailing address.  Please have them confirm the information we have as: *
[redacted]
*
[redacted] Once the address is confirmed, we will mail a check.  We want to thank the guest for their patience during this time and apologize for any inconvenience this has caused.

Complaint: [redacted]I am rejecting this response only because I have not received a refund check yet.  Once that is received I will be happy to accept their response.Sincerely,[redacted]