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.
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. However, it was I, NOT Vacasa, that placed the "hold" on my home so it wouldnt' be rented.  It was a precaution on my part and it turned out to be a very fortunate foresight as Vacasa took SO LONG to take it off their website (only after 1/8/15) that it would have continued to be booked!  Again, I, NOT VACASA as is falsely stated in their response, took it "off the market" by my own action of "owner booking" it!  I'm just glad to be done with such a disreputable company!Sincerely, [redacted]

I recently submitted a complaint about the rental we reserved through vacasa in Seattle. After submitting the complaint we finally were let into the room only to find it does not have air conditioning and the bathroom was disgusting. There were dirt marks (looked like foot prints) on the bathtub...

floor and the bathroom reeked of stale urine. We attempted to cancel the reservation but they would not allow it. I am incredibly upset. This company should not be allowed to treat their customers like this.
 
I have included a picture of the bathroom floor so you have an idea of how gross it was.

Complaint: [redacted]I am rejecting this response because: Vacasa has had 10 days already to "reach out to the property manager" to get the information needed prior to responding back to this complaint through Revdex.com. So far I have yet to hear what the resolution is, only a stall tactic.  I already sent Vacasa/property manger several emails prior to contacting Revdex.com with no response over the last month.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.
I do hope the company realizes that it should never expect guests to go to such lengths to simply get what was advertised. A pack and play is hardly like a missing kitchen item, it is like arriving at a home and finding a bed or bedroom missing.
Sincerely, [redacted]

We are so sorry to hear that you encountered a mouse during your stay with Vacasa. A soon as we were made aware of the issue we called a terminator who was able to catch the mouse within the week. We take the safety of our guests very seriously and we understand that a rodent can be quite an...

alarming encounter while on vacation. We really appreciate you bringing it to our attention so we had the opportunity to handle it immediately. Unfortunately the homes in the Hills of LA are prone to rodent encounters during the summer months. We take precautions to mitigate any occurrences, but as with this case, one may slip by our defenses. We truly do apologize that this happened.
We can absolutely appreciate your request for a refund and we have refunded $800.00 of the reservation total, as well as $200.00 for the spoiled food. You had threatened legal action which prevented our operations team from authorizing any additional refunds.
The reviews on this home are varied on both Vacasa and VRBO. Vacasa has no influence over the VRBO reviews and cannot fabricate reviews on their platform. If a customer with the same initials as yours stayed at this home and left a review on VRBO, we apologize for any apprehension or confusion that caused. VRBO is an entity entirely separate from Vacasa. We advertise some of our homes on VRBO, as it is a portal for guests to locate Vacation Rental Homes, but we are not VRBO.
We want to thank you for bringing the issue with the Vacasa review to our attention. In this instance the guests who stayed prior to your stay left a positive review and an error was made attaching your reservation to that review.  When you pointed this out to us we corrected the error on our site immediately, replacing your name with the actual guests who wrote the review.  We explained what happened several times via email with apologies and immediate rectification of the problem.  We in no way aim to deceive and take every bit of feedback on our homes very seriously. We are no longer representing this home after September but we can assure you that we addressed each and every issue that you brought to our attention during the trip and did our best to resolve your issues promptly during your stay.
Thank you for helping us improve our homes and operation. We always look for opportunities to make sure we are providing the best service possible and will continue to do so. Feel free to reach out with any additional questions and we wish all parties involved the very best.
Regards,
Ridwan I[redacted]
Vacasa Guest Services

Thank you for finally following up with an actual response regarding what happened.  I am still extremely disappointed with the way this was handled, however I am glad that it is finally over.  The half refund is acceptable due to the pull out sofa.  Thank you.
My mailing address is [redacted], Loma CO 81524
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]

That doesn't make any sense.
1) I don't have any itemized breakdown or other communication from Vacasa stating that the two nights would be billed at different rates.
2) If a 2 night stay costs $413.96, 1 night is half of that duration and therefore should include half of the cost of whatever taxes and fees are charged.  How could I be charged taxes on a free stay?Sincerely,[redacted]

We are so sorry to hear that this customer came into a home that was not completely cleaned.  is always our goal for our guests to be greeted by a home that is clean, comfortable and ready for them. We have very thorough systems set in place to ensure that homes are fully prepared in...

advance. However, under very rare and extenuating circumstances like this one, it appears that this wasn’t the case.
We cannot apologize enough if this happens and we would like to extend our sincerest appreciation to this guest for giving us an opportunity to improve our operations and mitigate future recurrences.
We have reached out to the manager in the area that this guest rented a home. Vacasa has refunded the cleaning fee to this customer and once the area manager has a chance to review the reservation we will determine if any additional refund will be provided. We can either reach out to them directly via their preferred email address or respond through the Revdex.com complaint channel. We appreciate their patience and understanding and hope to be in contact very soon.
Regards,
Ridwan I[redacted]Vacasa Guest Services

We appreciate the guest coming to us via this site to bring her concerns to our attention.  Our deepest apologies for having to endure this type of nuisance upon their arrival.  I’ve reviewed the all  documentation notated surrounding this issue and I am more than willing to grant the...

guest their initial request for a refund of the cleaning fee ($225) + one night’s stay ($179).  The total refund will be  $404.00. Since the reservation has been closed, we will mail the guest a refund check to their home address listed at the top of this page.  They should expect a turnaround time of 2-3 weeks for processing and delivery  time. We want to thank the guest, in advance, for their patience while we complete the transaction and issue the check.  We hope they have a wonderful summer and that the remainder of the year is a successful  one. Regards, Mark W[redacted] Vacasa Guest Services

Complaint: [redacted]I am rejecting this response because nobody has reached out to me directly as stated in their response. I am still awaiting this direct response from them. I am still very upset about the inconvenience and am looking to hear from Bonnie and/or Kimberly. 
Sincerely,[redacted]

Tell us why here..  There is on ongoing dispute with our credit card.  Currently there are two chargebacks.  One for $137.64 and another for $1303.75.  We were issued a temporary credit after our initial call.  They disputed it and on 10/24/2017 there were re posted to our credit card.  I called discover and stated that their statements were not accurate and they said that they would continue to investigate the claim and gave us another temporary credit on 10/24/2017 for $1303.75 and on 10/25/2017 for $137.64.  They are still able to fight all disputes.  So we have not received any permanent refund for any of the chargebacks as of yet.

Vacasa offered $500 toward my extra costs. Now they have not only cancelled my original reservation, they have also withdrawn their offer of the $500. My initial thought when the offer was made was that I would never see that money and it looks as if I was correct. Vacasa is a company without scruples!

In order to resolve this issue as quickly as possible, I am approving the additional refund of $78.15. Because the  reservation is now closed, we will need to mail a refund check to the guest’s current mailing address. Please allow 10-14  business days for the check to arrive. Again, we apologize for any inconvenience that this situation has caused. We  appreciate the guest’s patience during this time and thank them for their understanding. Sincerely, Courtney S. Vacasa Customer ExperienceTell us why here...

We sincerely apologize for the confusion surrounding this transaction.  First, I will provide a short explanation to bring better clarification.  When the guest booked on VRBO, the site  added their own transaction service charge, over and above the booking fee charged by Vacasa....

These are normal, industry-wide administrative costs added to offset business  expenses, such as, credit card processing fees.  In the future, the guest can book on Vacasa’s site directly to save on booking costs.  I will refund the reservation in full and, within 1-2  business days, the VRBO fee will also be refunded. I appreciate their patience and wish them a Happy New Year!! Regards, Mark W[redacted] Vacasa Guest Services

Complaint: [redacted]
I am rejecting this response because: After three emails and this Revdex.com message that somebody would be getting in touch, I am still waiting for somebody to contact me.
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] The check was mailed. But it doesn't say what is the amount of the check. I need to know before I accept.

We apologize that the guest hasn’t been updated with the progress of having the jacket shipped to him, especially since it was confirmed that it was found.  I’ll be more than happy to research this matter.  However, I  will need the reservation number in order to continue my...

investigation.  We thank the guest for their patience and hope to resolve this issue very quickly.  Regards,Mark W[redacted]Vacasa Guest Services

Complaint: [redacted]I am rejecting this response because: your stance is ridiculous.  We did not move as we could not find another unit.  We spent the first 2 days cleaning this very dirty condo.  We couldn't eat in because as soon as you set food or drink down they were covered with fruit flies and gnats; and we would have to throw out.  Your company is clueless in customer service. To expect anyone to pay $700 for a fly infested, dirty and with "black mold" and the numerous safety and maintenance issue is ridulous.  We only get one or 2 vacations per year and could not cancel due this Terrible Condo's condition; we had to try to make due.  Your customer service agents just kept stating there was nothing they could do to fix? I do appreciate the cleaning fee refund; but your company should have cleaned condo, not just come and make the beds and leave; making us clean entire condo.  I still feel a refund is due as your negligence ruined our vacation, needless to say the added expense to eat out and for cleaning supplies and pesticides. If refund is not forthcoming I will forward pictures of health hazards ( fruit flies / gnats infestation and black mold) to city health department and safety hazards and security issue pictures to building inspector office.
As for your not letting me rent again, I would be afraid to if this property is an example of your product!  Please come to your senses and make refund!
Sincerely,[redacted]

We appreciate the guest bringing this matter to our attention and I want to offer my apologies for the lack of attention from us regarding the lack of heat and for the home not  being cleaned to our standard before their arrival.  This is not our standard behavior and I am forwarding the...

complaint to our upper management for any coaching opportunities.  After investigating these events and reviewing all documentation, I am approving a refund of $393.00.  Since the reservation has been closed out of our system, we will mail a  refund check for this amount to their current mailing address.  To insure it arrives properly, I would like them to confirm that their **th St. address is correct. I want to thank the guest for their patience during this time and wish them all the best! Sincerely, Mark W[redacted] Vacasa Guest Services