Vacasa

Complaint: [redacted]I am rejecting this response because:
Per Mr. I[redacted]'s request, our reservation number was [redacted]. 
I was also told that the Guest Services Team would be calling me, but I never heard anything from them.  I was told that when they called, they would be able to issue a refund at that time.
In summary, please see the photos of the place they rented to me - they should be ashamed of themselves for misrepresenting this so badly.  Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] Vacasa only refunded me $ 300.96, which they sent by check. And $ 80 cleaning fee back to card. ONLY AFTER I sent a complaint to Revdex.com, they sent me an email on 05/24 saying that they will refund me another $160 on which they will send by check but they didnt, I still didnt received it cause they didn't send it. Now they are making up things just to make themselves look good. When we left the cabin and I was talking to a representative, I told her that it's better to send a check because we closed one card, and we didn't want to put money on the other card, but we did just the $80 cleaning fee they refunded us. They should have notes that we requested a check. I FEEL WE WERE TREATED UNFAIRLY, OUR VACATION (the total of 3 people) WAS RUINED, WE SPENT MONEY ON TRAVEL EXPENSES, AND THEY HAVE CAUSED ME LOTS OF STRESS, CAUSE I HAVE GIVEN THEM MANY CHANCES TO REFUND ME MY MONEY. They havent provided us of service thats worth the amount that they  are trying to keep for doing absolutely nothing, not keeping the place clean and ready for people to go there and have a nice vacation. We payed $733.07. They already refunded me $380.96. So now I want all my money back. I want a check from vacasa for a total of $352.11. I won't stop until I will get all my money back, I will go further than Revdex.com to get this resolved.

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 wall. When 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 miss. I told Samantha that we need a working fire alarm as that is illegal to not have one. She 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 agin. While Samantha was at the house, she proceeded to ask us if we had used the fireplace. I told her no because there was no required logs provided and we didn't go buy any ourselves. Samantha said good, don't use the fireplace because it needs a chimney sweep. The result of an unclean chimney can be very dangerous and may cause a house fire. That, in top of no working fire alarm... are 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 night. It was obvious that this house needed some TLC and that it had been neglected for a while.  In short, we were moved into 2 houses that should not have had renters in them in the first place. The 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 control. I have every text message that Samantha ever sent me that proves when I contacted her, what was addressed and how she handled it. She even admitted that our stay turned into a nightmare.   So really, $250 is all we can be compensated for? If you're asking if I'm satisfied with that response, my answer is no. Based on your last response, I believe you need to reinterview some people and get the right facts about our situation. A non working smoke detector and an unclean fireplace are clear safety violations and totally unacceptable. 
Sincerely,
[redacted]

We are very sorry to hear about the issues that this guest is having in registering for check-in.  It is certainly our intention to ensure that the registration process for all Vacasa rentals is as simple and straightforward as possible.  Additionally, we also have a responsibility to all...

homeowners and Homeowner Associations to ensure that all guests are fully and legally registered for their selected properties.  Unfortunately, we are unable to make an exception to these legal requirements for this guest. The summary of rental terms for this home states: “Summary of Rental Terms. Print, review, and sign this entire agreement.” If this guest is unable or unwilling to comply with the legal requirements for registration, Vacasa is happy to offer the guest a refund as stipulated in the rental agreement.

We apologize that the customer did not receive a call or email from Vacasa. Our understanding was that they chose to communicate with Vacasa through the Revdex.com complaint. We would like to offer our deepest apology to this customer for any stress this may have caused them. No ill intent had been made to this customer from Vacasa, and it was their misunderstanding and assumption that the home they rented was for sale, that brought upon this concern.
Throughout the process Vacasa informed this customer that they had nothing to worry about, the home was not for sale and they would be able to stay during the dates they reserved. This customer took it upon themselves to escalate the issue from their own perspective despite multiple reassurances from Vacasa. We do not agree that any refund is necessary or warranted given the circumstances.
Our guest services team is available and happy to help guests with any concerns that they may have and are the point of contact for them. This is not the responsibility of the CEO of the company. If the guest would like to discuss this matter over the phone, they are more than welcome to reach out.
Best Regards, Ridwan I[redacted]

Complaint: [redacted]
I am rejecting this response because: We had checked in on Weds evening and unpacked and put food away. It wasn't till Thursday in the morning time we noticed the filth! My wife made a phone call to  Vacasa regarding the bloody blanket and the dirty and greasy drip pans. She told them why doesn't someone go to WalMart and buy some. The housekeeper brought over the blankets and that is when my wife was mopping the dirty kitchen floor, she said someone will be coming by to drop off the drip pans. WOW, really not put them in. Great customer service! The housekeeper told us that her boss would relocate us to another house. However, it was dumping rain that day and we were thinking was someone going to assist us since we had already settled in for one night. We didn't know how far or the location of the other house was. Nothing was mentioned so my wife continued to clean only the areas that we were going to be in!  What a birthday nightmare for my wife and I and kids! 
Sincerely,
[redacted]

We are terribly sorry that this customer arrived to a home that was not completely ready for them. Vacasa has a very successful process implemented to ensure that our homes are clean and comfortable for our guests when they arrive. Under 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 conclusion. This guest has been refunded $190 on 3/23/2016 and an additional $593 on 3/30/2016.
These refunds should both reflect the customer's account at the time of this writing. If 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[redacted]Vacasa Guest Services

We are terribly sorry that this customer has a difficult experience. I reviewed the initial call during which the reservation was made and can confirm that the guest was told that the transaction had been cancelled. I see that the refund was fully processed on 1/28/2016 and refunds may take 2-5...

days to reflect the cardholders bank. If this has not happened yet we encourage the customer to reach out to us as soon as possible to determine why this may be the case.
We can assure this guest that Vacasa is not a scam service. We run a legitimate business and  truly apologize that you had to go through this trouble. The guest services agent that you initially spoke to has been coached on this interaction and should not repeat the same mistake. Feel free to reach out with any questions or concerns that you may have in the future.
Warm Regards,
Ridwan I[redacted]
Guest ServicesVacasa

The refund check has been processed and mailed.

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 me. Sincerely, [redacted]
 
Is this complaint complete? The Revdex.com complaint portal shows that a response is overdue.

We are very sorry to hear that this customer was was without hot water and central heat for the first night of their stay. This is an incredible rare circumstance and it is incredibly unfortunate that this customer had to experience such an inconvenience. We understand that it was definitely not...

the ideal way to begin their stay.
Vacasa rents vacation rental homes to guests, but we do not manage the utilities of the home. This is still the responsibility of the owner of the home. This owner had recently switched offices and their utility bills were not being forwarded to their new location so they left it unpaid long enough for the gas to be disconnected. We sincerely apologize that this was the case.
We have discussed the issue with this customer and they have been refunded $500.00 as well as offered a 10% discount off the rent of a new home with Vacasa. Feel free to reach out with any other questions.
Regards,
Ridwan Islam
Vacasa Guest Services

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 them. Based on the information provided in this complaint, I am unable to determine which home is theirs. If 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[redacted]Guest Services

Complaint: [redacted]I am rejecting this response because: I believe I deserve my full refund. I would not rent a house that was not provided hot water. It's was very inconvenient not just to me but also the other guests that stayed in the house. Vacasa was very unprofessional at handling the issue that should have not happen. Vacasa  should have checked the home  before the guest arrived to make sure everything was working and in place. What upsets me, it's that I wasn't able to check into the home earlier because I received an email from Vacasa stating  that they were cleaning the house. So I don't understand why the people cleaning the house did not noticed the issue? Sincerely,[redacted]

I am sorry to hear that the guest was not pleased with the home they stayed at. I contacted the local property manager regarding the guests complaints and many of them are unsubstantiated.
There is in fact a queen sized bed in the Master Bedroom. Our website specifies that “If you're staying in...

the master bedroom, you'll have private access to the outdoor deck and a comfy queen bed. The other bedroom has a set of twin bunk beds” . I had our property manager confirm that the Queen sized bed is still in the Master bedroom.
There is no indication of a second flat screen TV. The pictures on our website show the same TV in two separate photos. It seems clear that they are the same TV, as the photos both show enough of the surrounding area to determine that it is the same spot. Furthermore, our description of the home does not mention two TV’s
The DVD player is not available in the home during the guest's stay and had to be replaced.
There is no [redacted] listed as an amenity, nor is there mention of one in the phones description. There is a photo of a [redacted] camera unit and our property manager was unaware of what it was, so it remained on the website. I can understand the guests confusion regarding this given the photo of the [redacted] camera unit.
We did confirm that the Hot Tub was not working during this guests stay, and we were unable to get a spa repair person out to the home to fix it. Out property manager did do out to reset the control panel to see if that would correct the problem, which is as much as they are able to do without a Spa repair person. I am unsure why they claimed that Vacasa did not do anything to help them with this matter.
We did refund this guest $100.00 for the hot tub and DVD player, which is what we would consider a fair refund. I will offer an additional $100.00 refund to the guest as good will for the matter, but it is unreasonable for them to expect that they should be refunded in full and have stayed at a 2 bedroom home on the Oregon Coast for free. They will see the refund reflect their card in 2-5 days. Please reach out with any other comments or questions.Best Regards,Ridwan I[redacted]Guest Services

We are extremely sorry that the guest feels like her issues were not being addressed properly.  I have concluded an investigation into the claims and found the following to  be true.  First, I will address the claims stated on this forum:Vacasa has never provided false claims or false...

representations of this property.  From additional emails from the guest, she stated that the Vacasa listing and the VRBOlisting stated contrasting descriptions of the home. I’ve checked both sites and both listings state similar verbiage. We did receive the guest review.  However, since she didn’t provide any public-facing comments, we were unable to respond. Therefore, the reviews appears as a rating only, but no comments.  It is our policy that we post all reviews, whether positive or negative. Every guest who books online has the opportunity to view a cost breakdown of their reservation BEFORE they commit to purchasing the reservation.  This cost breakdown includes the appearance of the cleaning fee.Our apologies that the events leading up to her submitting this Revdex.com complaint caused her great frustration.  We are transparent in our business transactions and never  create an atmosphere of deceit or undue influence during the booking process.  It hasn’t gone without notice that the guest arrived at the home and was not satisfied with its  level of cleanliness.  I have approved a refund of the cleaning fee only, or $245.00.  This refund would arrive as a mailed check to the guest’s current mailing address.  If the  guest agrees with this refund, I ask that they confirm their current address is: [redacted]
*
[redacted] I want to thank her for patience and understanding during this time and I look forward to her reply confirming the mailing address. Regards, Mark W[redacted] Vacasa Guest Services

We completely understand this Owner’s frustration, as she was told that the payment would be completed immediately. Our manager spoke out of turn, for the debated  $300 amount was not supposed to be paid until all existing contract details on the rental home had been closed. Because this confusion is our fault, we are now willing to  return this amount to the Owner.   On 12/1/17, we issued a $300 payment to the Owner’s direct deposit account ending in 1550. The charge should fully deposit before 12/6/17, and if it does not we ask  that the Owner notify us immediately. Their patience and understanding is deeply appreciated. Regards, Mark W[redacted] Vacasa Guest Services

We are terribly sorry that this customer was greeted by anything short of a perfect home and cannot apologize enough. We appreciate their patience while we gathered more information about the reservation. A Vacasa representative has worked with this customer directly and refunded them $400.00. The...

refund has been processed directly to the card that they originally paid with and should reflect their account. If 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 it. We encourage any additional questions and wish all parties involved the best going forward.
Regards,
Ridwan I[redacted]Vacasa Guest Services

Complaint: [redacted]I am rejecting this response because:I have emails saying they would refund me money back for every thing that went and yes every thing I have stated it true I have pictures and video to prove it I have already sent it to Vacasa and no response they can care less and no the house is not newly remodeled and yes furniture is falling apart , carpet disgusting, every thing I said before I can post every thing on line if they wish and have people see what they would be paying for and what Vacasa thinks is newly remodeled Sincerely,[redacted]

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 me. Sincerely, [redacted]

We appreciate this customer sharing their reservation number with us. We have reached out to the manager in the area that they rented a vacation home to gather more facts. If this customer could respond to this Revdex.com complaint it will give us the opportunity to comment again once we have had a chance to research the matter. Feel free to reach out with any questions in the meantime.
Best Regards,
Ridwan I[redacted]Vacasa Guest Services