Vacasa

We regret that this guest was not pleased with their stay or with the service they received from Vacasa. First of all, our early check in email only go out to homes once the housekeeper has logged their hours for that clean, and they do go out on the morning of check in. Not all guests receive this...

email. According to phone and email records we did receive feedback from the guest on June 18th regarding the broken blinds and created a maintenance ticket for [redacted], our local property manager. Sadly, new blinds have had to be ordered for the home and it does not look like there was a way to resolve this issue during the guest's stay. The toaster is also referenced in this email. Admittedly there was a gap in communication between our local staff and our phone agents as I see the phone agents had made calls to the local staff but no action was taken until the 22nd. For this we are extremely apologetic to the guest. Once [redacted] was in communication with the office and guest it appears all issues were resolved that could be resolved. Regarding air conditioning, this home does not have AC, nor is it listed with AC.  While we again are very apologetic that there were some issues with this guest's stay with us, they are considered minor and as such we offered the guest 10% off a future stay with Vacasa, which we consider to be fair and reasonable compensation for any and all inconveniences.

We appreciate that the guest brought this matter to my attention.  Our apologies for any inconvenience this caused.  I understand the frustration of trying to sleep in a hot environment.  I performed  an investigation, including reviewing the reservation notes, and believe they...

are entitled to partial compensation, due to the home not having fans available to contend with the heat.  Even though the  guests were instructed to open the sliding door to cool down the house at night, there is no guarantee the temperature would have dropped to a more tolerable level. I will refund them the amount of one night’s rent + 14% tax rate ($198 + 27.72 = 225.72).  The refund will be made today and the funds should be returned to the account within 3-5 business days.  We appreciate their patience during this time and wish them all the best for the future. Sincerely, 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. Vacasa refunded the full cost of my stay and were very apologetic.  After feeling that I was being dismissed, I found out that their system was preventing them from getting my emails and phone messages in a timely manner.  The person with whome I spoke was extremely helpful and caring.  I couldn't be happier with how Vacasa handled my unfortunate situation.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
 
Vacasa  unfortunately your company lacks greatly in  customer service, and from your repeated response & Comments to the past  reviews concerning the conditions of this cabin, which  leaves me no choice but to seek legal advise.   We had wished to come to  A reasonable refund but now I will have to follow up with my findings and my concerns through social media to help prevent this from happening to anyone else.
Sincerely,[redacted]

We appreciate the customer sharing the complaint information with us. the first two iterations of this complaint did not have any information regarding their complaint. We are truly sorry that they have had to wait this long for a response and offer our deepest apologies.
We have reviewed the...

reservation and want to offer our apologies that the pullout sofa was broken and not able to be fixed during their stay. There is no reason that the only key should have been removed from the property and caused the customer so much frustration. This has been addressed with the property manager and should not be a recurring issue.
We are sorry to see that the customer had a difficult time reaching our guest services team during their stay. We have been hiring more guests services agents to help with the increasing volume of reservations that we have and we intend to ensure that all guests are helped in a timely manner.
When the customer reached out to us regarding the items that they left in the home the guest services agent that they worked with created a ticket for our property manager to search for them once the home was vacant. Unfortunately the items were not found.
We appreciate their request for a full refund but do not agree that a full refund is warranted. We can agree that it is fair that a refund be granted given the issues that they faced during their stay and are able to reimburse a full night’s rent in the amount of $195.00 with taxes for a total refund of $206.27
We will just need a current mailing address to send a refund check to the guest. As soon as we can confirm their mailing address our finance manager will make sure that the customer receives their refund as soon as possible. Feel free to reach out with any other questions that you have going forward.
Best Regards,
Ridwan I
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 only partially satisfactory. Unchecking 'pool" as a feature is very much appreciated.  HOWEVER, in regards to paragraph #2:  "[redacted] Condos includes full resort access" is also false advertising. [redacted] provides complimentary access to [redacted]'s  "[redacted]". The [redacted] is for he exclusive use of [redacted]'s registered guests only. [redacted] does not have access to "[redacted]" pool.    Sincerely, [redacted]

We are so sorry to hear that this customer did not enjoy the time that they spent at their Vacasa vacation rental home. It is our goal to make sure all of our guests have a wonderful time and we greatly appreciate any feedback when an issue arises. We encourage this guest to share their complaint...

details through the Revdex.com or directly emailing Vacasa ([email protected]).
We look forward to hearing from them and ensuring the issues that the faced are addressed for our future guests.
Best Regards,
Ridwan I.
Vacasa Guest Services

I am very sorry for the delay in resolving the owner’s issue.  I’m sure it is a random oversight but I will reach out to our Owner Support team and have them help me investigate the details regarding non- payment.  As soon as I have more information, I will update the homeowner with...

our progress.  I appreciate their patience while we gather more information. 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.
How can I send them my mailing address?[redacted] San Jose, CA, 95131Sincerely, [redacted]

We are sorry to hear that this guest had anything less than a perfect stay at the home that they rented. Upon further review and investigation, we cannot confirm that the housekeeper that came to the home to assist this guest offered a refund. All communication the guest made with Vacasa guest...

services over the phone is recorded and indicates that no refund was offered. Furthermore, it would not be at a housekeepers authority to offer and provide a refund.
This guest rented this home at a reduced cost as they were offered 25% off the rent when they spoke to one of our guest services agents. While it was decided that no additional refund would be provided to the guest, we understand that the guest still feels as though they deserve one, and to put this matter to rest, Vacasa will refund the guest $50.00 if they could please confirm the address that they would like a refund check sent to. We hope to hear from them soon and wish them the best. 
Regards,
Ridwan I[redacted]Guest Services

Revdex.com:my original reservation number was [redacted]. We have been moved so many times, I do not know what our current reservation number is. [redacted]

We apologize that this guest was not pleased with the accommodations that were provided by Vacasa. Upon further review of the reservation and listening to the recorded calls with this guest, it shows that Vacasa acted fairly, well within policy and did not misrepresent the home that this guest...

rented.
Before calling this guest, the Vacasa representative that spoke to them verified with the local property manager that the ceilings are to code and, although very slightly lower than a standard ceiling height, provide plenty of clearance for our guests.
The ceiling being too low is not a complaint that has been brought up by any other of the many guests that have stayed in this home and the home is rated well (4 out of 5 stars) on our website, with an exception of this guests 1 star review. The odor is also a unique complaint. the home and its reviews can be viewed at the following link for reference: https://www.vacasa.com/unit.php[redacted]
The Vacasa representative that spoke to the guest offered to search for hotels on their behalf, by their request,  since the guest was adamant that they would not like to stay in the home and did not have a way to search for hotels themselves at the time. While searching for hotels, the guest stated that they would like to assume their dinner and the Vacasa representative offered to email them results of the search for hotels, as Vacasa did not have any homes that they manage that were available to rent at in the area at the time. The guest said that they could not check their email, and Vacasa would have to text the [redacted] address to the guest. As with most businesses, Vacasa is not set up to text message information like this to guests and because of that the Vacasa representative offered to expedite the search for a [redacted] so the guest to resume their dinner plans. The guest chose to hung up on the Vacasa representative as they were searching for a [redacted] as a courtesy for the guest.
We are sorry that this guest felt compelled to leave the home due to its properties, but this is a unique circumstance to this home and other quests have not had the same complaints. While it was obviously a real enough issue to this guest, there is no justification to have moved or refunded this guest for the reason that they were upset. We certainly hope that they otherwise enjoyed their time in [redacted] and wish them the best going forward.

Complaint: [redacted]I am rejecting this response because:  They say that the all calls are recorded for training purposes, but they are not showing transcripts or play back of any or all recordings. They say they have evidence but aren't willing to produce it.Sincerely,[redacted]

We are very sorry that Vacasa was unable to honor this guest’s reservation. We certainly do our best to ensure that all the guests that book with Vacasa are able to stay at the homes that they rented. Albeit rare, we may be unable to honor a reservation due to extenuating circumstances, as with this...

guest's reservation.
When Vacasa is unable to honor a reservation at the original home that the guest booked, we offer alternative homes within the Vacasa portfolio.When this does happen, we refund the guest in full so that they may find alternate accommodations. We did refund the guests credit card,so that they would have available funds with which to place another reservation outside of Vacasa.  The Vacasa representative that was helping this guest, sent them listings of homes from sites outside of Vacasa to try to help. They were sent homes available on [redacted], [redacted] and [redacted]. It would seem as though the guest was not satisfied with the options provided regardless of our attempt to help.
The reservation was created on 10/31/2015.  We had actually cancelled the reservation, leaving the guest more than a month to make alternate plans.We understand this guests claim that they have additional costs beside this actual reservation. Vacasa is not liable for the additional costs. In rare cases like this one, where extenuating circumstances cause the reserved property to become unavailable during the reserved dates, Vacasa takes reasonable steps to find alternative accommodations for the affected guests. We offer other homes in our portfolio when they are available, often providing reasonable upgrades at no additional cost to the guest. If no homes in our portfolio are available in the same region during the reserved dates, Vacasa is forced to notify the guest of cancellation and offer a full refund. Even then, Vacasa employees try to minimize the impact on the affected guest by researching and providing a list of alternative accommodations available through its competitors.
Before cancelling this guest’s reservation, Vacasa attempted to find reasonable replacement accommodations for this guest, both in its own portfolio as well as through competitor websites. Unfortunately, no homes in Vacasa’s portfolio were available in our around the same area during the reserved dates. Upon learning that it had no alternatives to offer from its Own portfolio, Vacasa researched alternatives for this guest on competitor websites and provided web links for these alternatives in its cancellation notice.  Without any obligation to do so, Vacasa went out of its way to make it as easy as possible for this guest to book alternative accommodations. Vacasa even went as far as finding alternatives that accommodated the same number of guest, were in the same area, were available during the same dates, and had similar amenities. At that point, it was out of Vacasa’s hands and up to the guest to avail himself of these more than adequate alternatives.
Vacasa was not only within its legal rights to cancel this reservation and offer a full refund, but made every effort (short of booking alternative accommodations for this guest) to minimize the impact of this cancellation. Vacasa notified this guest more than thirty days before the scheduled check-in date that extenuating circumstances had made this property unavailable and that Vacasa had no choice but to cancel this reservation and issue a full refund. This left the guest with more than 30 days to find alternative accommodations, which Vacasa took every reasonable step to facilitate. Any additional costs experienced by this guest are purely the result of this guest’s own actions, including the failure to book available alternative accommodations and the failure to obtain industry-standard travel insurance.Regards,Ridwan I[redacted]Guest Services

We are very sorry that we could not come to an agreeable solution with this complaint. Because we have our general manager’s feedback, as well as feedback from a professional pest control specialist, we stand by our statement.
Best Regards,
Ridwan I[redacted]Vacasa Guest Services

We are sorry to hear that this customer’s stay was anything less than perfect. We would love an opportunity to help them, but the reservation number that they provided in their Revdex.com complaint information does not pull up any reservations. 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]

We are terribly sorry to hear that this guest arrived to a home that did not match their expectations. We would be happy to look into the matter further and help going forward. We request that the customer share their reservation number with us so that we can assist them. We wish them the best...

and look forward to their response. Best Regards,Ridwan IVacasa Guest Services

Complaint: [redacted]
I simply ask the Revdex.com thus question.
 
what is the Revdex.com (legal) definition of fraud, deceit, misrepresentation and or unethical, moral, legal business character, representation and or practices?
I am rejecting this response because in spite of my current situation, of being virtually homeless, I do not bow down to a liar and a thief. I think this company allegedly stole my money because it was taken under what I perceived as allegedly  fraud, deceit, and misrepresentation, of a sale product
 
but what I will accept is one half of the money that was stolen from me because I did stay at the unit because I had no other alternative due to the activity on the state for the eight days that I was with my family.
I think this company is a liar because this company lied to me and my daughter during point of sale. I do not make shady deals with shady liars.
Sincerely,
 
[redacted]

Complaint: [redacted]I am rejecting this response because:
There is not a solution in this response. The solutions offered were Airnb and a low grade hotel in another city.  The solutions were not comparable to the quality I originally paid for. I desire a solution and not another apology. Apology do not pay expenses. Sincerely,[redacted]

My sincere apologies to the guest that a huge delay of time transpired before a member on our Operations staff reached out to the guests, prompting this complaint.  I have reviewed  the notes and can confirm that the guests did contact our Guest Services about the odor.  I’m hoping...

the guests will approve of a $250 refund for all the inconvenience caused by this  situation.  Since the reservation has been closed, a check would be mailed to their mailing address they gave at the top of this page: [redacted]
 
[redacted] I await their reply and thank them for their patience during this time. Regards, Mark W[redacted] Vacasa Guest Services