Vacasa

We are incredibly sorry to hear that this customers stay was impacted in such an unusual and unsettling way. We have reached out to our manager in the area that this customer rented a vacation home for further direction and should have word back from them soon.
We can only imagine how upsetting...

this situation must have been and appreciate this customer for giving us an opportunity to correct it and mitigate future occurrences. It seems as though the owner mistakenly told their personal guests when they could use the vacation home. When an owner of a home choosed to use their home (either for themselves or personal guests) they are required to fill out the dates in a dynamic calendar so there is no risk of a double booked home. This owner filled the dates after this customer’s reservation and told their personal guests the wrong dates. This is an extremely rare circumstance that would have been avoidable if all proper procedures had been followed by the home owners, no fault at all to this customer.
We hope to be in touch soon and wish all parties involved the best.
Regards,
Ridwan I[redacted]Vacasa Guest Services

We truly apologize for the guest’s frustrations and it was never our intention to insult their intelligence.  We completely understand that we aren’t perfect and that we haven’t been able to satisfy every guest who has booked with  Vacasa since our inception 7 years ago.  As much as possible, we try to learn from our mistakes by reading our negative reviews and by listening to our guest’s comments on how their experience could have been more positive. Moving forward, we will continue our mission to strive toward perfection.  We appreciate Ann’s comments that remind us that we still have a long way to go towards that goal.  Regards, Mark W[redacted] Vacasa Guest Services

Complaint: [redacted]
I am rejecting this response because: I need to ask my CPA how best to handle what seems to be an inflated 1099. Nowhere in any of my statements can I get t to add up to the 1099 income. On the surface, it appears that they are claiming expenses relative to my property- and writing off a bigger number to lower their tax liability. I'll need to spend the money with my CPA to confirm. Thanks,
Sincerely,
[redacted]

We are sorry to hear that the guest was not satisfied with the cleanliness of the property upon arrival. We had confirmed with our property manager that the home was cleaned and stocked prior to the guests arrival. That being said, we understand that under rare circumstances, specific items may be...

left unclean or untended to before a guests stay. We  do maintain a  high standard for cleanliness of our homes and exceed expectations often and are very willing to address any situation in which a home is left unclean. In this scenario, we were not given the opportunity to correct any alleged uncleanliness that the guest has mentioned and as such are unsure of how the guest would expect us to resolve the issue. We offered and refunded the full cleaning fee based on face value and were more than willing to send our staff over to address any concerns the guest posed. Vacating a home is not grounds for a refund if we are unable to make an attempt to resolve a guest's issue. They had access to the home for the duration of their reservation and it should be noted that we are happy to allow a guest to vacate with a refund should the scenario warrant it. We dont classify a home that was cleaned, but not cleaned to a guest's specific standards, as a reason to vacate. This is especially true if we are more than willing to assist with supplemental cleaning.

Complaint: [redacted]
I am rejecting this response because:  I have received the missing report in question however no progress on the refund for the erroneous insurance charges.
Sincerely,
[redacted]

We are very sorry to hear that the home this guest rented had construction by it during their stay. It is never our intention for our guests to enjoy anything short of a perfect vacation and we can understand that noise can disrupt that.
As Vacasa is not responsible for the construction and...

cannot control when they begin we do not hold responsibility to refund for it. We have offered this guest 25% off the rent of a future stay with us should they choose to use Vacasa to rent a vacation home with us in the future.
Regards,
 
Ridwan I
 Vacasa Guest Services

Complaint: [redacted]I am rejecting this response because:  nothing has been resolved.  Below I have attached the email with all my check in information with dates and the reservation number as well.Sincerely,[redacted]
 
Thanks for choosing Vacasa, your check-in is today.
We wanted to let you know that our housekeepers are still preparing your home for your arrival today, so unfortunately an early check-in is not available. Your home will be all ready and waiting for you at our regular check-in time of 4 pm, and we hope you enjoy your stay!
To help you plan for your stay, we've prepared a digital guest book for your home. This guest book has all of the important information you might need during your stay. You can access your digital guest book by going here on any smart phone, tablet or computer. When you follow this link, your reservation number and your home ID will be automatically entered for you. Your password is the last name on your reservation. Just in case you would like to print out some important information, below you'll find your reservation information, driving directions, check-in instructions, and a few more details about what to expect when you arrive! Also, if you would like to print out a paper version of your digital guest book, we have included a PDF version for your convenience here.
Have a great trip!
Reservation Number: [redacted]Home ID: 3132Unit: Picture Perfect Palace: Paradise Village #44Address: 3800 N Paradise Village Dr #44, Santa Clara, UT 84765Check-In: 4pm Sunday, April 3, 2016Check-Out: 11am Sunday, April 10, 2016
Check-In Instructions:The lockbox code for this home is 4696
Internet Access:Network: Picture Perfect 44Password: [redacted]
Parking:There are two spaces in the garage and two spaces in the driveway. There is additional first come first serve pull out parking down the block. RV and boat parking is available at the southwest corner of the complex.
Driving Directions: When using Google Maps or other - search for "Lava Ridge Intermediate School". Paradise Village is directly North of the school.From Las Vegas:Follow I-15 N to UT-18 N/Hwy 18 N in Saint George. Take exit 6 from I-15 N1 h 40 min (117 mi)Continue on UT-18 N/Hwy 18 N. Drive to Rachel Dr in Santa Clara15 min (7.7 mi)Pass Lava Ridge Intermediate schoolEntrance to Paradise Village at Zion is on the left.Turn left on Paradise Village Dr. and unit #44 is the first driveway on the right next to the clubhouse.From Salt Lake City Airport:Salt Lake City International Airport, North Terminal Drive, Salt Lake City, UTGet on I-80 E from Terminal Dr5 min (2.7 mi)Follow I-15 S to Exit 8 100 N/E St George Blvd in Saint George. Take exit 8 St. George from I-15 S4 h 3 min (303 mi)Turn right on 1000ETurn left onto E. Red Hills Parkway (3.5 mi)Continue onto W Snow Canyon Parkway (1.4 mi)Left onto 2000N (.9 mi)Continue onto Pioneer Parkway (1.4 mi)Right on Rachel DrivePass Lava Ridge Intermediate schoolEntrance to Paradise Village at Zion is on the left.Turn left on Paradise Village Dr. and unit #44 is the first driveway on the right next to the clubhouse.There's a limit of 4 vehicles permitted at the house. There are two spaces in the garage and two spaces in the driveway. There is additional first come first serve pull out parking down the block. RV and boat parking is available at the southwest corner of the complex.
What NOT to Pack!We happily provide some basic amenities to help keep your packing light:
Fresh linens - including bedding & towels (for inside use only  - please do bring your own beach/pool towels if needed!)
Simple toiletries - shampoo, conditioner, & soap
Paper products - a limited amount of toilet paper and paper towels are provided to get you started
Basic cleaning supplies - dish soap & kitchen towels
 
In the KitchenPlanning to stop for groceries on the way to the house? Here's what you can expect to find in the kitchen cabinets when you arrive!
All the expected & essential supplies you'll need to prepare meals: dishes, silverware, utensils, and pots & pans
There may be a supply of spices and cooking oils that prior guests have left behind, but unfortunately we can't guarantee any specific pantry item will be stocked
Gadgets & gear: refrigerator, stove, oven, dishwasher, coffee maker, blender, toaster, waffle iron, corkscrew, can opener, wine glasses, water glasses, coffee cups and beer bottle opener
 
If you have any questions during your stay, please contact our local management team at 503.345.9399.Thanks again for staying with us, and have a wonderful time!
Sincerely,The Vacasa Team

We are sorry to hear that this customer was unable to enjoy the home they rented, with the feeling of not receiving what they paid for. 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 wish them the best in the meantime.
 
 
Best Regards,
 
Mark W[redacted]
 
Vacasa Guest Services

We are sorry to hear that this customer has decided to end their relationship with Vacasa. It is always difficult to lose one of our home owners and their property from Vacasa’s portfolio of homes. We appreciate the time they were with us and thank them for their business and the chance to manage...

their vacation rental home. We have removed their home from our website and are working with our finance team regarding their reserve funds.
It took longer than usual to remove their home from our website because there was an existing reservation for the end of July. When a home owner signs an agreement with Vacasa to manage their vacation rental they agree to honor any future reservations that guests have at their home. We keep the listing available to view online in case a guest needs to reference it for any reason.
This customer asked Vacasa to help find these guests alternative accommodations, and while it was not a contractual obligation, we proceeded to do so. They were very cordial and kind in their communication with us and let us know that they were satisfied with the level of service provided by Vacasa. Because of this, and the reason behind their choice to end their relationship with Vacasa, we considered it the right thing to do.
Once the reservation was moved and there was no reason to keep their home up on the Vacasa site, it was removed. In the meantime, a hold was set up on their home to prevent any additional reservations from coming through. We want to thank them again for their business and let them know we are keeping the light on in case they would like to manage their vacation rental home through Vacasa in the future. We are happy to answer any additional questions and wish all parties the best going forward.
Regards,
Ridwan I[redacted]Vacasa Guest Services

We are so sorry to hear that this customer arrived to a home that was anything short of perfect. It is always our goal to provide a clean, comfortable and functional vacation rental home for our guests to stay, and
 
based on this customer’s accounts, we were unable to do so for them. We...

absolutely appreciate them reaching out to us and allowing Vacasa an opportunity to help them.
 
To ensure that we are responding from an informed position, we have reached out to the manager in charge of the area where this customer rented a home. They will coordinate with the local property manager
 
and provide us with feedback that we can share. If this customer would prefer to communicate directly with us, we are happy to work with them. If they prefer to use the Revdex.com complaint channel we are also happy
 
to oblige.
 
We hope to hear from them soon regarding their method of communication and we will have more concrete information shortly. In the meantime, we wish all parties involved the very best.

Complaint: [redacted]I am rejecting this response because: As stated in my previous email, I did not intend to ask for any kind of refund until after I received the lack of concern and poor customer service from your company. The reason that I sent a complaint to the Revdex.com is because of the way this company treats their customers. I attempted to resolve my issues with your company first hand with no response. Failure to receive an appropriate response is what prompted this complaint.     Sincerely,[redacted]

I want to apologize to the guest for the events that transpired that led to a negative experience during their stay.  Whether this is their first time renting with Vacasa or not, it’s  important to state that this is not who we are and we definitely dropped the ball in taking care of them.  After investigating this matter, I am approving a full refund of $709.00  for the inconvenience that occurred.  At this point, I would like the guest to reply and confirm the correct mailing address of:  [redacted]
 
[redacted]
 As we will be mailing a refund check to them for $709.00.  I appreciate their patience during the 5 months it took to resolve this issue.  I wish them all the best in the future. Regards, [redacted] Vacasa Guest Services

We are sorry that this customer was unable to stay in the home that they originally intended to. We have reached out to the manager in the area that they reserved a vacation rental home to share their Revdex.com complaint information. We will make sure the customer is contacted and their issue is...

resolved.
Best Regards,
Ridwan I[redacted]
Vacasa Guest Services

We appreciate this customer reaching out to us to let us know that they have not received their refund check. It certainly should have been sent to them at this point. We have contacted our finance manager to have them reissue a check and stop payment on the old one. We will prioritize this to ensure that they receive it as soon as possible. We apologize for any trouble this may have caused and we wish them the best going forward.
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 unsatisfactory to me. The Revdex.com's format for response auto fills the subject line of this correspondence saying that my issue is resolved when it is not. Seeing as Vacasa has 96 negative reviews and only 6 positive reviews with the Revdex.com it is my sincere belief that they understand this loophole in the Revdex.com's process and are sending their initial response out as sweetly word stalling effort while knowing that the Revdex.com's process autofills the customer response as resolved.  This seems very disingenuous on the part of Vacasa but in keeping with how they have treated me to date. Stall, distract and hope that I go away while taking no real steps towards resolution.
Sincerely,
[redacted]

Hi [redacted],
 
I just received a check from the business earlier this week.  It is for the agreed-upon amount, and I'm satisfied with this outcome.
 
Thanks for all of your assistance.
 
Best Regards,
 
[redacted]

I appreciate the guest bringing this situation to my attention.  Our goal at Vacasa is to provide a thoroughly positive and pleasant experience for our guests.  I completely understand how ants can ruin a  vacation--or in other situations, as well.  As we speak, I’m fighting an...

ant problem in the kitchen of the house I just moved into.  Currently, I am interviewing our field staff and reviewing reservation notes to gain a clearer understanding of all events that occurred.  As soon as I am finished, I will reply back via the Revdex.com site with my  findings and final conclusion.  I want to thank the guest for their understanding and patience during this time and I wish them all the best going into summer!  Sincerely,  Mark W[redacted] Vacasa Guest Services

We are terribly sorry to hear that the guest arrived to an unclean home. It is absolutely not our intention for them to have had anything but a perfect vacation and Vacasa does absolutely everything that we can to ensure our guests have a relaxing and trouble free stay. While it is rare, there are...

certain times where logistics may not play out exactly as planned and something might go wrong. In this case, a housekeeper that was scheduled to clean the home had quit without providing notice, which left the home that these guests stayed in uncleaned.
We certainly appreciate the guest reaching out to us to let us know that they had arrived to an unclean home and sincerely apologize for the time it took to have the problem rectified. It was absolutely not for lack of trying, as we had every able person helping in our guests services line. Unexpectedly severe weather in many of our markets lead to power outages, road closures, hazardous situation and many other call drivers, which in combination, placed a heavy burden on our guest services team.
We can assure you that if we had been able to help this guest sooner, we would have certainly done so. We are sorry to hear that the guest never received the initial refund of the $75 cleaning fee. We have resubmit the refund, with an addition of the $100 pet fee (not initially offered to the guest), for a total refund of $175 that the guest should see in 2-5 days. Please feel free to reach out with any other questions that you might have going forward.
Best Regards,
Ridwan I[redacted]
Guest Services
Vacasa.

Please be advised that [redacted] followed our refund policy in assisting this guest and providing a $75 refund and 10% off a future stay with Vacasa. While we are certainly sorry that there were some issues which needed to be addressed during the guest's stay, our local staff was quickly able to...

address the concerns, including a chirping smoke alarm, squeaky bed and clogged drain. Our refund and discount offer were fair in relation to the issues.

We are sorry to hear that this customer experienced trouble during their stay. It is always our goal to ensure our guests have positive experience when staying with us and we appreciate them reaching out and giving us an opportunity to help. We also appreciate their patience while we gathered more...

information about this reservation before responding.
We contacted our local area manager and she was able to provide us with more details. We apologize for any confusion about the pool. As with most properties in the area with an outdoor pool facility, the pool is available seasonally. This customer's reservation was from 5/1/2016 - 5/4/2016. The pool for this property is available from 5/14/2016 through the end of September and dates may vary depending on weather.
The local property manager informed this customer that the pool was not available upon their arrival and that it had not been serviced all winter. When this customer reached out to Vacasa about the pool our local staff tried to contact the pool technician that generally works with this home. They were not available as the scheduled service with them was not for two weeks.
In hopes of getting the spa services ready for this customer, Vacasa contacted an alternative pool technician. He worked on the filters and rightfully informed this customer that the pool was not in the condition to be used, as it had been closed for the winter season and had yet to be serviced for use.
The sound system  in the home works and we are assuming that this customer means that the sound is not set us throughout the home. The owners of this home chose to disconnect the sounds throughout the home, isolating it to the room the stereo is located. In the past, guests have been irresponsible with the stereo throughout the home and the neighbors have complained. Vacasa takes into consideration the neighborhoods that we rent homes in and it is very important for us to maintain a positive relationship with them. We apologize that this has inconvenienced this guest. We do not advertise a stereo system throughout this home on our website.
We apologize that this customer was unable to use the BBQ. It is clean and ready to use by our guests. The ignitor does stick sometimes, so to help start the flame, a long handle lighter is provided.
This is a very nice home on the lake and while we can appreciate this customer’s request for a refund, we do not agree that the entire reservation should be refunded. Over half a dozen guests stayed in a highly rated 3 bedroom lakefront home for three nights. We will refund $200.00 as they were expecting a pool and the arrived before the season began, and for the confusion with the BBQ. We can understand that is frustrating and would like to help. If this guest provides us with their current mailing address Vacasa will send a refund check for $200.00 immediately.
We hope to hear from them soon and wish all parties involved the best.
Regards,
Ridwan I[redacted]
Vacasa Guest Services