Vacasa

We are extremely sorry that this guest was not pleased with the rental and that there were issues with access to the rental. I have reached out to this guest privately to resolve this matter.

I want to thank the guest for bringing this matter to our attention.  As much as possible, we try to retrieve any forgotten items left in the home.  However, there are factors  that are out of our control, that may cause a delay with returning to the home in a timely manner to search for the items.  This may be due to another reservation checking in  immediately after or time elapsing between reservations.  In this case, when we learned of the situation on Friday, June 16th, the housekeeper assigned to clean the home  had already finished and, upon asking her, she said that she didn’t notice any clothing.  Also, another reservation was arriving that weekend, making it impossible to search  the home before that guest arrived.  When our field staff did search the home, after the next guest checked out on the 21st, no clothing was found in the home.  We are very sorry the guest left some of their  favorite belongings in the home and we were unable to retrieve them.  Unfortunately, Vacasa is not liable for any items left in the home and we always try our very best to  retrieve any personal belongings left.  Therefore, we will not be providing any monetary or billing reimbursement to this reservation.  I want to thank the guest for their patience during this time and we want to wish them the very best for the future.

We are very sorry to hear about this customer's inconvenience during their reservation and we would love an opportunity to look into the matter with more detail. They did not share their reservation number with us and we are unable to find it using the provided email address or phone number in the Revdex.com complaint. If they could please share their reservation number (found in the reservation confirmation email or check in instruction email that we sent them) or the email address that they gave us when creating the reservation we can respond from a more informed position.
We hope to hear from them soon and with them the best in the meantime.
 
Best Regards,
Ridwan I[redacted]Vacasa Guest Services

Once again we do apologize that this guest was not pleased with their stay. Our local staff, unable to purchase a mattress without homeowner consent, did their best to address the issue with the stained mattress with a new mattress pad. We certainly did appreciate the suggestion of dehumidifiers and the homeowner opted to purchase them after this guest’s stay. This home is 2 stories as advertised. Many homes in this area have levels that connect outdoors. We’re very sorry this didn’t please the guest. After listening to the recorded phone call, this guest asked to be compensated with a free extra night, which we did provide and the agent she spoke to expressly stated that this compensation of a free night was equal to any financial compensation we would offer for their issues with this home. The guest accepted this offer of a free night. We feel that this matter was resolved as we provided the guest with exactly what they were requesting. We decline further compensation.

We appreciate the guests response. We still maintain that the total refund of $800.00 is fair for the situation. We are still ready to send the customer the additional refund check of $400.00 is they agree to the refund.
Best Regards,
Ridwan IVacasa Guest Services

Our apologies that the home was not to our guest's expectation. Vacasa has no authority to make major repairs or replace items in the home without homeowner consent. We are in the process of getting owner approval on the purchase and deliver of a new mattress. The owner is also working with the HOA...

on repairing the sliding door, which will require a full replacement of the door and track hardware. The repair must be approved by the HOA. We have verified that this home was clean and guest ready prior to their arrival. Vacasa has issued a refund in the amount of $300 to the guest’s American Express card today, August 12th, 2015. This refund covers the $100 cleaning fee and an additional $100 for the bed and $100 for the broken sliding door. Lastly, we would like to apologize that the issue was not more suitably handled by our local staff. This issue has been escalated to their managers so that we can re-train the local staff on effective Guest Services.

Complaint: [redacted]I am rejecting this response because: Vacasa didn't give me any resolution. Their simple enail response back to Revdex.com was just asking me to respond so that they can continue their investigation with their GM. I'll make it easy for them. The NorCal GM who responded to my email was Kriten T[redacted]. Here is an email I received from her. Keep in mind I never received any phone calls or emails from her prior.
Dear [redacted]
After reviewing your situation in great detail with the General Manger, I am sorry we couldn't come to an agreement on your refund issue. I apologize on behalf of Vacasa for the troubles you experienced. Please know we've taken all factors into account and have carefully considered the situation. We feel our decision was fair and in the best interests of everyone involved.
We have greatly appreciated your business, your valuable feedback and want to thank you for having given us the opportunity for dialogue. This helps us be aware of how to make important improvements in our service.
That being said, we remain firm in our decision, and want to invite you back for a future stay at a discounted price.
Best of luck to you in all your future vacations! We wish you great times and great memories.
Sincerely,
Kristen T[redacted] | General Manager Northern California
Direct Line: [redacted]
[redacted]
 
 
 
I hope that they have received the written complaint details I sent through Revdex.com's website. I had limited numbers of text I could type into the complaint box. I'm happy to elaborate if necessary. I think it was pretty clear. If I had known that the rental had no shower or tub access due to broken levers. And, if I had known that their sliding door to the backyard didn't have a secured lock, I would have rented a different rental, perhaps form Vacasa. Their response to me is not acceptable. Every client would expect basic amenities for the full price that we pay. Shower and/or bath tub and locks on windows are expected, not a luxury item. If they knew that there were problems, they should have advertised it as such. They did not.
Sincerely,[redacted]

We absolutely appreciate this customer sharing their reservation number with us. We apologize for the delay, as the holiday season is an incredibly busy time for us and we want to give this Revdex.com complaint its due diligence. We have reached out to the property manager and the general manager in the area that this customer rented a home to gather more details. We encourage this customer to reply to this complaint so we have an opportunity to respond again. Thank you for your patience andwe hope that all parties involved have a wonderful holiday season.
 
Best, 
 
Ridwan I[redacted]
Vacasa Guest Services

Complaint: [redacted] I am rejecting this response because:Patrick R[redacted] was the property mgr. that came to replace the smoke detector batteries. He agreed with the uncleanliness of the home and said "if this were my property it would not be like this". We asked due to the lateness of the hour if the cleaning crew could come back the next morning and he agreed they could and would. He also asked me to send him an email with all the problems and he would forward it to the correct party. I did email him (including photos) the next day. I also did call Vacassa and gave my story to the woman who answered the phone. I received no retun call and phoned two more times - getting disconnected once and leaving a message the second time. Still, I did not hear back. Feeling I had already wasted enough of my vacation time on this matter, I waited until I returned home to try to contact Vacassa again. I will be more than happy to share again with you the photos and also my phone records, or you could just check your phone records (my cell number is [redacted]) and you will find I DID CALL!. Also, what about all the other problems with the house that you have not addressed...the mold, hot tub partially working, moldy lower level, fifth bedroom moved into the game room, etc. please review all my complaints that you have not touched on. I have documentation so deceit is not an option here. And by the way, please identify yourself when corresponding with me. Thank you,Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because: No contact has been made from the Vacasa Regional Manager to me as the customer service agent indicated would happen.  Until there is direct contact from Vacasa to me as promised, this complaint will stay unresolvedSincerely,[redacted]

We are very sorry that this customer arrived to a home that was not completely clean and has had a difficult time with follow up. It is never our intention to have a customer to experience a Vacasa home that is anything short of perfect and we always appreciate feedback that helps us improve our...

operations going forward.
We appreciate this customer providing their mailing address and have confirmed that their check has been sent in the amount of $250. This customer paid a $145 cleaning fee so we still feel that their refund for $250 is fair for the issues that they faced.
Regards,
Ridwan IslamVacasa 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 satisfactory to me. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:The issue is with Vacasa and not VRBO.  I knew I was going to be charged a service of $59.00 by VRBO and this fee is not in dispute.  If you remove the $59.00 service fee from the quotes/charges, this is what happened:Original quote:3 nights: $364.00Booking fee: $43.11Cleaning fee: $115.00Tax: $54.67Total: $576.78When I was charged, this is how the details were broken down:3 nights:  $364.00Fees: $158.11Rent: $78.44Total: $600.55I don't know why the detailed line items changed and I don't know why there is an additional Rent fee.  Vacasa overcharged me $600.55 when I should have been charged $576.78.  I should be due a refund from Vacasa of $23.77.  The customer should be charged what the customer was quoted at the time of reservation.  I have documentation of all this. This seems so simple and Vacasa should provide me the refund.  I don't know why there is so much confusion on Vacasa's part.Sincerely,
[redacted]

Revdex.com:They have resolved the issue I have been experiencing. Thank you,[redacted]

Thank you for taking the time to respond. Our refund policies are put in place and implemented whenever an expected amenity is not available for our guests, regardless of the reason that it is unavailable. While we agree that it is frustrating that the internet was unavailable because of the owner of the home's actions, they were not fraudulent in their intentions. We do hold our home owner’s accountable and when a situation such as this comes to our attention, Vacasa makes the home owner aware so that they can take measures to correct the issue going forward.

Revdex.com: I accepted the offer.  It was not to my satisfaction but I was tired of the hassel.  I would never deal with this company again it is obvious that customer service is a low priority to them and if you had not been involved I would have never heard from them.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 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 sounds to be, 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 don't show any reservation notes that show you contacted Vacasa to report any cleanliness or condition issues during or after your 4 night stay. (We searched for your phone number listed on the reservation and were also unable to find any recorded calls regarding the cleanliness or condition. If you called from a different number than that listed on your reservation please share that so we can review our recorded call records).
If is very important that our guests have a great stay and we understand that, albeit rare, issues may occur. We rely on our guests to share any issues that they face during their stay so we can provide an immediate solution. If the home is not completely clean upon arrival we are always happy to send a housekeeper or local property manager to finish the cleaning services or address any condition issues. We would like an opportunity to review the issues you faced to determine a fair refund so we have reached out to our local property manager for more information. The link that that was shared with the photos does not seem to go anywhere [redacted] If this customer could please review the ink and share it again we would be happy to take a look at the photos and share them with our local staff.
We are sorry for any confusion regarding our review process. Vacasa posts all reviews, regardless of their rating. Under certain circumstances Vacasa may choose to suppress the comments of a review if they meet certain criteria. For example, if a review contains profanity, derogatory remarks, uses any employee, guest or neighbor’s names or is not relate to the home in question, we do not share the review.
Under no circumstance would Vacasa suppress a review simply because it is not positive. We expect our guests to be fair and honest in their reviews. Vacasa gathers an enormous amount of valuable information and feedback from our guests in the reviews that they write and we want to share that information with our future guests. If is much more helpful to us for a guest to arrive at a home with proper expectations and the reviews that are on ur website are a great way to facilitate that. Having a range of reviews, both positive and negative, also provides great feedback for the home owners that rent their homes through Vacasa. We do not own any homes that we rent and as such, are not able to force any upgrades to amenities or repairs that need to be made. With honest reviews, our homeowners can see the feedback that our guests are sharing and proactively take measures to improve their homes. It behooves Vacasa to have the highest quality homes available to rent to our guests and the reviews our guests write help make that a reality.
This guests review has not been posted on our website yet because we have not processed the review yet. Vacasa much manually process each review that comes in to ensure it does not meet any criteria that warrants suppression (like the reasons listed above). Our reviews team also takes the comments left in the reviews to create maintenance and feedback tickets for our local property managers and owners. We are sorry if the impression was that a review is posted to our website as soon as it is written. We have no intention to fool or mislead anyone. We have systems in place to ensure quality and with the busy summer season, our reviews team is working very hard to process as many reviews as possible. We hope that your review will get processed soon and your feedback will be passed to the local property manager.
Thank you for letting us know about any alternate numbers used to contact us during your stay to report the issues you faced. We also appreciate you sending an updated link to allow us an opportunity to review your photos and your patience while we gather information from our local team.
Best Regards,
Ridwan I[redacted]Vacasa Guest Services

We are very sorry that [redacted] was repeatedly called by a Vacasa employee. Vacasa records all incoming and outgoing calls made through our internal phone system. In hopes of identifying the employee that called him we have searched our phone call data base. We were unable to find any calls to or...

from the number listed in the Revdex.com customer information ([redacted]). If another number was contacted we would appreciate [redacted] giving us that information so we could search for it in our database.
If the number called was in fact [redacted], it may be that [redacted] was called outside of our internal system (such as through an employee's company call phone). If this is the case, we would appreciate it if [redacted] could give us the number that called him so we have a way of matching up the number with an employee.
Vacasa respects the right of the public to not be contacted, especially if a request was made to prevent contact. We will do our very best to identify why this happened multiple times and want to thank [redacted] in advance for the information we asked for to help prevent this from being a recurrence.
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 have no further to add.  I am selecting the option of "accept business response" because I think that is the only way to end the matter in the Revdex.com website but we are not satisfied and we have already received a full refund via other means. Sincerely, [redacted]

We appreciate the guest bringing this to the attention of Guest Services.  Our apologies for the length of time that’s elapsed while the investigation continues.  It’s our hope to be completed with our  review of the situation very soon.  We will update the guest as quickly as...

possible.  We thank them for their patience.