Vacasa

We apologize for any inconvenience during this time.  A Vacasa agent spoke to the guest and explained the post-refund process.  It is true that we don’t have any control over  how long it takes for funds to be returned to a credit card account.  To set the proper expectation, I...

normally give an average of 4-6 business days. However, many banking  institutions have different policies.  Our records show the guest filed this claim on 3/15, or the 3rd day after the refund transaction. History will dictate that not enough time  has elapsed for the refund to return to the credit card.  Please have the guest reply back to confirm. I’m hopeful that the funds have been returned by now. Regards, Mark W[redacted] Vacasa 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, although I was assured after each previous contact, the mailers would stop. I hope for the best. Sincerely, [redacted]

We are extremely sorry for the length of time it has taken to investigate this matter and can only hope that the guest can understand our need to obtain all the important facts,  interview all relevant parties and review all the documents, in order to render a fair decision.  In revisiting the events, the guest checked in to their originally chosen home on 1/29.Five days later, the guest contacted our Guest Services to report the events upon check in--that housekeeping was still present and was not finished when the guest arrived.  We  realize that this was unacceptable, as we expect our homes to be ready for occupancy BEFORE the guest arrives.   Because of this inconvenience, I’m approving a refund of the cleaning fee, which is $70.00. A few minutes later, the guest requested a move to another home.  Our policy states that we will move a guest if the home is uninhabitable.  As per the reservation notes, the guest  had complained only about the housekeeping incident and an escalated conversation with our local property manager.  We moved the guest to another home on Feb. 3rd but it was  determined they need wifi for work-related duties.  A move to a 3rd home was made immediately, where they stayed for the duration.   At no time during these two additional moves  were the guest charged for any cost increase--Vacasa absorbed the costs as a goodwill gesture to insure the guest was satisfied with their overall experience.  The guest has recommended that Vacasa reimburse monies, in the equivalent of six nights worth for the inconvenience. After investigating all relevant data, we have determined that there has been no evidence that supports their claim of having to endure constant problems during the initial 6 days of  their stay. If, in fact, the guests were experiencing constant issues, it is their responsibility to call Vacasa, report the issues and allow us to resolve them immediately.  The reality is  that 5 days elapsed between the check in date and their initial call to Guest Services.  We recognize and take full responsibility for the dirty home after housekeeping left the  premises.  We understand that, when we were trying to locate a 2nd home to move the guests to, we should have been cognizant that wifi was an important amenity, which would  have prevented this move. In summary, we understand that the guests did not experience the vacation they had hoped for when they booked, and were subjected to arriving to an unclean house that they had  to finish cleaning themselves.  For this I am sorry and completely disappointed in our performance.  As a counter-offer to their refund request, I’m offering $250 in compensation,  which includes a refund equivalent of 2 nights stay + tax, the cleaning fee and the inconvenience of moving.  I hope the guest will consider this a fair offer and understand that we  made extreme efforts to compensate for the negative circumstances.  Her patience is deeply appreciated!! Regards, Mark W[redacted]Vacasa Guest Services

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and here is the reservation number for the stay: Reservation Number: [redacted]Sincerely, [redacted]

We are terribly sorry to hear that the customer arrived to a home with no heat. We appreciate them giving us an opportunity to correct the issue and appreciate their patience in the resolution. We were able to have someone correct the issue the following morning and agree that the guest should be...

fairly compensated. The customer worked with a Vacasa employee and they agreed upon a $550.00 refund which they should see shortly if they have not already done so. Feel free to reach out with any further questions and we will be happy to help
 
Regards,
 
Ridwan I
 
Vacasa Guest Services

We are terribly sorry that this customer was not satisfied with the condition of the home when they arrived and felt the need to relocate to leave a day early. We were unable to locate their reservation using the information provided and would appreciate it if they could share their reservation...

number. Once we have that we will be able to ensure that the refund that they were offered is issued and we will review their request for additional compensation. We appreciate their help in locating the reservation and hope to hear from them soon.
Best Regards,
Ridwan I[redacted]
Vacasa Guest Services

We want to thank this customer for reaching out and sharing this information with us. We have sent their message to the property manager in the area that they stayed to gather additional information and we hope to be in contact with the customer shortly.
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 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 mean time, we wish all parties involved the very best.
Best Regards,
Ridwan I[redacted]Vacasa Guest Services

We apologize that this customer feels that way that they do. They have been in direct communication with the area’s manager who has chosen to refund the customer a total of 5 or the 7 nights that they paid for. This matter should be resolved with this updated refund. Feel free to reach out with any other questions that you have.
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 as requested, my reservation number was 
[redacted]. I would appreciate VACASA promptly looking into the matter. 
Sincerely, [redacted]

We are sorry that the customer was unable to stay at the property as intended. Due to extenuating circumstances placing their safety at risk we were unable to have the customer at this home. When Vacasa discovers that we are unable to accommodate a customer in the original home they chose we offer...

them alternative homes. We had done so with this customer and they decided against any of our suggestions. Our following course of action in this type of situation is to offer the customer a full refund so that they may find alternate accommodations outside of Vacasa.
Unfortunately this customer became verbally abusive and threatening towards Vacasa staff. We value the safety of our employees and do not take these matters lightly. This customer has since been blocked from renting through Vacasa in the future and will not receive follow up information from our guest services staff.
This customer was refunded in full and should see the funds reflect their account. We will not offer additional compensation on top of the full refund that was provided.   
Vacasa calls are recorded for training purposes and are available upon request. Please feel free to reach out with any questions.
Best Regards,Vacasa Guest Services

We really appreciate this customer sharing their reservation details with us. We were able to locate their reservation and are happy to help going forward. We absolutely apologize for the trouble that they faced during their stay and are grateful that they are working with us to resolve it. If they could please share their current mailing address, we will refund the $175 that they have requested. We hope to hear from them soon.
Best Regards,
Ridwan I[redacted]Vacasa Guest Services

We are very sorry that this customer had to go through all of this trouble after booking a reservation with Vacasa. After reviewing their reservation notes we show that they spoke to us on 4/23/2016 and were refunded $150.00. We would also like to offer them 15% off the rent of a future stay with...

Vacasa anytime within the next 13 months. All they need to do is reference their reservation number (334775) when speaking to the Vacasa representative that is helping them create the reservation and the discount will be applied. We encourage them to reach out with any questions going forward and wish them the very best.
Regards,
Ridwan IslamVacasa Guest Services

We are terribly sorry that this customer arrived to a home that did not have a pack n play as they expected and that they had a difficult time reaching Vacasa. We can absolutely understand that it is frustrating to expect something and not have it, as well as have to wait for a follow up call...

from our guest services.
It is very rare to have an amenity incorrectly advertised and when they had initially confirmed that there was a pack n play, the representative that was assisting them referred to the amenities list. In the event that we discover that an amenity is incorrectly listed, we update it immediately.
Vacasa has a central guest services because we have homes that are spread across the entire US and several international locations which allows the most efficient guest service experience. Vacasa’s guest services team, despite several members offering to work many hours on overtime, was unfortunately unable to keep up with the volume from our spring break guests in real time. This results in guests leaving voicemails and having to be called back in order that the voicemail was received. We understand that this is frustrating, especially compounded by the fact that this guest did not have cell service in the home they rented.
We can appreciate their request for compensation and generally do not offer compensation for a pack n play. Due to the difficult time reaching our guest services, we will refund $100 of the reservation. Once the customer agrees, we can refund the card that they made the original payment with. Feel free to reach out with any questions and we wish all parties involved the best.
Regards,
Ridwan I[redacted]Vacasa Guest Services

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

I am so sorry to hear that this guest was unable to get into the home right away and the home was anything short of perfect. We certainly appreciate the guest working with us to try and help resolve all the issues that they faced during their stay. At Vacasa we certainly want all guests to have...

effortless, relaxing and memorable vacations in the homes that we rent, however, as with any industry, there can be problems that arise from time to time. Given that this guest was inconvenienced, we certainly agree that compensation is due to them. When we originally offered and refunded $375.00 to the guest, being over a third of the reservation total, it was what we would consider very fair compensation for the trouble faced. I have refunded an additional $100.00 as a courtesy to this guest and they should see it in 2-5 days from the time of this writing (11/25/2015). We wish them the best going forward and a happy holiday season.  
Best Regards,Ridwan I[redacted]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: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]

Revdex.com:you can consider it closed.  They refunded the money on Friday.  Thank you so much.