Vacasa

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. I only wish that someone had communicated this information to us when we originally made this request.Sincerely, [redacted]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. Vacasa contacted me through e mail personally after recieving the response from Vacasa through the Revdex.com. They stated an appology for the issues we had with our rental home. And also for how long it has taken to find a resolve. They said they will be sending me a check for the full amount paid for the rental home. Along with 25% off our next rental stay with them. I hope they will follow through with their promise, and I hope this will help them to see where their flaws are with the companyto better serve future quests.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, with some reservations.  This goes out to Ridwan I[redacted].  You really need some help with your attitude.  How could you deny my request to speak with your company for so long?  How in the world can you just ignore a customer complaint for months?  Hint: There is no excuse that is correct!  I work with a company in [redacted] that handles 700 to 800 clients that we deal with "pre" and "post" arrival no [redacted] every month. We have some issues that arise with our clients (you can't please everyone), but I can assure you that we would NEVER leave an upset client out there for 6 weeks with no response.  You smugly denied my request for further compensation without ever even hearing me out.  At least have one of your cronies call me just to see what the issue was.  The ONLY reason that I am agreeing to this being "satisfactory" is due to a lady that works for you that understands customer service.  Here only response after just simply hearing me out for 5 minutes was, "I am so sorry that it took someone 6 weeks to respond to you!"  You simply can't let people sit out and stew for weeks on end when they are upset....well I guess you can if you want the reviews that you have out there to haunt you forever.  It took me about 15 phone calls, 4 emails, and a complaint to the Revdex.com (all of which I have NEVER done before in my life!) to get you to respond to me.  I can only imagine what would have happened if I never filed this complaint!  Thank you to the Revdex.com for your assistance in this matter, and thank you to the wonderful woman that finally took care of us.  Mr. I[redacted], you have a great deal to learn about customer service.  If your companies intention is to make their angry customers even angrier, then you should get a promotion! Thanks again Revdex.com!Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I was told by Parker J[redacted] I would receive $250 for the cleaning fee and $150 due to the air conditioning unit being broken the last night. I called and reported the issue around 6pm the last night of our stay. I never received a call to resolve the issue. The top two levels of the house were without air conditioning. Only the bottom floor was acceptable for sleeping due to the temperature. I was told I would receive the $150 due to only half the rooms being acceptable. I find it poor practice the business is now going back on what was promised. I would like to be reembursed the full $400 that was Discussed multiple times.

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. I do know that the facts presented have been slanted to protect Vacasa's interests, but I am not going to spend anymore time disputing this. It is unfortunate that we had to deal with these issues throughout our annual family vacation and I will not use their services for any future stays.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: I am providing the Vacasa reservation number as requested.  That number is: [redacted]Sincerely,[redacted]

We apologize that this customer was unable to make it to their vacation rental. We always hope that our guests are able to stay in their vacation rental property as planned but understand that in certain situation there are circumstances that may prevent that from happening....

  When a customer books a reservation with Vacasa, regardless of the service used to book, they receive an email with reservation policies. A copy of the exact policy that was sent to this customer is included below (Items G and H are bolded and highlighted for the purpose of this response). This reservation was finalized at 1:11 PM PST on 1/12/2016 and the email was sent to this guest at 1:12 PM PST on 1/12/2016. Vacasa makes it clear in our policies that R ental payments (less a 5% processing fee of the full reservation amount) are fully refundable up until 30 days prior to the reservation.   This customer reached out to Vacasa on 1/28/2016 via email and asked if they would be able to cancel their reservation due to road conditions. A Vacasa representative responded to the customer letting them know that we would not be able to process a refund for cancellation as they were within 30 days of the date of the stay, as specified in the policy that was sent to them once they created the reservation.   Unfortunately Vacasa will not be able to process a refund for this customer. They have filed a Credit Card chargeback that Vacasa is currently disputing. Vacasa has acted within its policies that we have shared with this customer, as we do with all of our customers.   We wish them the best going forward and please free to reach out with any questions.   Best Regards,  Ridwan I Vacasa Guest Services

Complaint: [redacted]I am rejecting this response because: I have the text messages between your employee and myself. Yes he was using his cell phone and yes he committed phone harassment by the defininition provided bt the Revised Code of Washington. His cell number is [redacted]. I don't have the time or energy to make this a big deal but I will if you keep playing dumb. Know what your employees are doing, isn't that an employers responsibility? Sincerely,[redacted]

We appreciate this customer's patience. We 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 possible. We will look forward to their response.
Best Regards,
Ridwan IVacasa Guest Services

Hello, After reviewing the guest’s documentation of the original Homeaway quote, I have found the discrepancy of $23.77 and processed a refund on his AMEX credit card.  He should  see the money back into the account within 4-6 business days. I 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 vacation. Sincerely, Mark W. Vacasa

We understand the owner's position concerning this matter with the advertising of the home and the issues resulting from it.  
Currently, we have reached out to Homeaway and VRBO to request that all online advertising of the home be omitted from the websites.  Since these entities are completely separate from Vacasa and we have no control over them, we will remain in constant contact to ensure this owner's request is complied with as quickly as possible.
We want to thank the owner for their patience and hope to have a quick resolution to this issue very soon.
 
Regard,
Mark W[redacted]Vacasa Guest Services

We would like to thank the guest for allowing us to gather additional information from our local staff and can appreciate their request for an additional refund. We understand that although Vacasa refunded the entire cleaning fee for their reservation, the were inconvenienced by the unfortunate circumstance. While we don't agree that they should be able to have stayed in a vacation rental home in Newport Beach for free, we will refund an additional $100.00 to compensate for the additional frustration they faced. All we need to issue the refund is a current mailing address so our finance team can send them a refund check as soon as possible. We hope to hear from them soon and wish all parties involved the very best.
Regards,
Ridwan I[redacted]Vacasa Guest Services

We are terribly sorry to hear about this customer’s experience. Vacasa takes extreme effort to offer safe, clean and comfortable homes for our guests. In the hospitality industry there is potential for amenities to become dirty or soiled and as soon as we are made aware of any issues we...

immediately take action to correct them.
We would love an opportunity to help this customer and to investigate the cause of their concern. Unfortunately, they did not provide their reservation number and the email or phone number provided do not bring up any reservations in our system.
If this customer could please share their reservation number (found in the reservation confirmation email that we sent them) or provide us with the email address that they listed on their reservation we will be able to help them going forward.
We look forward to hearing from them soon and appreciate their help.
Regards,
Ridwan I[redacted]
Vacasa Guest Services

Complaint: [redacted]I am rejecting this response because: I do accept that no refund will be made. However, 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 stated. The guest book in the room specifically stated to use the phone to call if we needed something, that there would be firewood, etc. If the phone has been removed, if firewood is not included, then the materials need to be updated. Again, I accept the lack of refund, I just wanted to address some of this. Sincerely,[redacted]

We are so sorry that this customer was without heat due to confusion regarding the use of the thermostat and that they were without wifi for a duration of their stay. We have worked with them regarding a refund for the heating issue and agree that it is fair to refund them for the wifi password...

provided being incorrect. We have refunded $50 towards the card they paid with and they will see if reflect the card in 2-5 days. We want to thank them again for their business and hope them the best going forward.
Best Regards,Ridwan I

We sincerely apologize for the delay in processing this refund check. I 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 21st. The refund should be reflected on your statement at this time.

We are sorry to hear that this customer’s stay was anything less than perfect. We would love an opportunity to help them, but we do not see the reservation number included in this Revdex.com...

complaint. If 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[redacted]
Vacasa Guest Services

We are sorry to see that this customer was unable to access the home they rented until 3 hours after their scheduled check in time and that they have not received a refund as promised. In the unfortunate event that something does go wrong during a customer's stay, we request that they give us an...

accurate account of their frustrations via email after their reservation is over. This allows us to get a full representation of any issues that occurred during their stay and ensures that they receive fair compensation.
Vacasa sent an email to [redacted]@yahoo.com, the email address listed on the reservation, on 4/17/2016. This email read as follows:
“Hi ,
We were disappointed to hear that you were unsatisfied with your recent stay at Village Square Condo #631. Here at Vacasa, customer satisfaction is a key priority for us, and we would greatly appreciate your input so we can prevent this issue from impacting future guests.
To this end, can you please describe the issue you experienced?
How would you suggest we can best prevent this issue with future guests?
Any other comments?
We appreciate you taking the time to document your thoughts regarding your stay for Reservation #342046. Someone from our team will be following up shortly.
Sincerely,
Vacasa Guest Satisfaction Team”
We have not received a reply from this customer yet which would explain why they have not been refunded. We apologize to this customer for any confusion from the refund process and would like to help them here instead. We can refund $50 of the reservation, which is half the cost of one nights rent, to compensate for their trouble. We are unable to refund their card directly so we would have to get a correct mailing address from them so we can send a check out as soon possible.
We look forward to their response and wish all parties involved the best. Feel free to reach out with any questions.
Regards,
Ridwan IVacasa Guest Services

First of all, we are very sorry that this guest had some issues with the home that they stayed in and are happy to offer a refund of $325 for any and all issues they had during their stay. In reviewing this case I do not find any evidence that the guest contacted Vacasa during their stay to allow us...

the opportunity to address their concerns. To specifically address each item in the complaint,  1. Hot Tub service could have been arranged 2. Light bulbs could have been replaced. Our staff is rarely in homes after dark and we rely on guests reporting these types of minor issues 3. Dining room switch repair can be arranged 4. We have alerted the homeowner that a previous guest damaged a bicycle 5. Trash pick up is the responsibility of the guest in the home. We apologize that the guest there prior to this guest didn't take out the trash. Pick up is once a week and it can be a challenge when a guest fails to take it out. 6. The owner chooses not to provide an umbrella 7. We have arranged for the local manager to see why the toilet runs 8. We have alerted the home owner that this guest was not satisfied with the outside of the property 9. Homeowner was made aware that blinds need to be replaced 10. Our housekeeping staff was verified to have cleaned prior to the guest's arrival 11. The home only has AC on the lower level. The owner has been informed that screens will be helpful upstairs. Vacasa is preparing a refund check to be mailed to this guest.

Complaint: [redacted]I am rejecting this response because: It's still not resolved.
Reservation Number: [redacted]Home ID: 6062Unit:Sunny Pines (13/019)Address: 19907 [redacted] Groveland, CA 95321Check-In:4pm Sunday, June 26, 2016Check-Out:11am Wednesday, June 29, 2016
 
Sincerely,[redacted]