Vacasa

We are extremely sorry that the guest feels like her issues were not being addressed properly I have concluded an investigation into the claims and found the following to be true First, I will address the claims stated on this forum:Vacasa has never provided claims or false representations of this property From additional emails from the guest, she stated that the Vacasa listing and the VRBOlisting stated contrasting descriptions of the homeI’ve checked both sites and both listings state similar verbiageWe did receive the guest review However, since she didn’t provide any public-facing comments, we were unable to respondTherefore, the reviews appears as a rating only, but no comments It is our policy that we post all reviews, whether positive or negativeEvery guest who books online has the opportunity to view a cost breakdown of their reservation BEFORE they commit to purchasing the reservation This cost breakdown includes the appearance of the cleaning fee.Our apologies that the events leading up to her submitting this Revdex.com complaint caused her great frustration We are transparent in our business transactions and never create an atmosphere of deceit or undue influence during the booking process It hasn’t gone without notice that the guest arrived at the home and was not satisfied with its level of cleanliness I have approved a refund of the cleaning fee only, or $ This refund would arrive as a mailed check to the guest’s current mailing address If the guest agrees with this refund, I ask that they confirm their current address is: [redacted] *** I want to thank her for patience and understanding during this time and I look forward to her reply confirming the mailing addressRegards, Mark W [redacted] Vacasa Guest Services

We apologize that the other party is upset over the listing of the home in reference that we manageAlthough the second paragraph of the homes description does clearly state "The unit is located in [redacted] Condos as part of the [redacted] community [redacted] Condos includes full resort access – including shared pools and hot tubs at the [redacted] – and a shared hot tub for condo guests." we understand that some people might misunderstand thatAs a result, in hopes of keeping our guests safe from complaints and scrutiny from surrounding neighbors, we have unchecked "shared pool" as an amenity at this homeThe description of the home will remain unchanged as it does specify that the shared pool is at the ***

Complaint: [redacted] I am rejecting this response because: I cannot accept this response because it appears your website with then show this complaint is resolve and it is NOT resolved VACASA has merely replied with a message that they intend to reply I am still awaiting full refund I have attached images to this response and it does not work properly and system will not "proceed" when I attach images I can provide them independently upon request I have many, many more The mice in the cabin were captured on video and I tried to upload the .mov file and it would not accept the upload STILL AWAITING RESPONSE.Sincerely, [redacted]

We are sorry to hear that we have not been able to come to an agreement with these customersWe have confirmed that they were told that they were told that Vacasa would cover 35% of the cost of the replacement washing machine The $cost as not for a series of services, including the plumbing services, provided to these customers by the Vacasa property managerIt was unrelated to cleaning the home We absolutely do wish these customers the best, despite the disagreement on a resolution

We appreciate this customer’s patience while we gathered additional details about this reservationWe were unable to identify any issues with the shower or tubWe apologize that this customer was unable to use it and understand that not all showers or tubs operate in the same fashionThey worked normally upon inspection and without concern The home this customer rented is listed on Vacasa.com as not having cell phone service, and we apologize that they were expecting to be able to use their cell phones while at the homeCell service is ubiquitous in so many areas that it can be quite alarming when it is not presentMany of our guests appreciate the temporary cut off from the outside world while on vacationWe are sorry that this customer did not share in those feelings This home is located in a safe, remote location and has never been reported as having any break insThe back yard is fenced in and the dowel securing the sliding door is as effective as any lock, and just as easy to put into placeWe never want our guests to feel unsafe and would certainly not put them in any risk of danger We have worked with this customer directly and have already informed them that no refund will be providedWe appreciate them reaching out and encourage them to let us know if they have any additional questions Best Regards, Ridwan I [redacted] Vacasa Guest Services

I appreciate the guest bringing this matter to our attention We always strive to investigate and resolve in a timely manner Our apologies for the time that has elapsed to receive an answer After investigating the events and reading the extensive reservation notes, our general manager has approved the original refund of the cleaning fees, totaling $ Since the reservation has been closed out of our system, a refund check will be mailed to the guest’s mailing address Please have them confirm the information we have as: [redacted] *** Once the address is confirmed, we will mail a check We want to thank the guest for their patience during this time and apologize for any inconvenience this has caused

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 cheis today We wanted to let you know that our housekeepers are still preparing your home for your arrival today, so unfortunately an early cheis not availableYour home will be all ready and waiting for you at our regular chetime of pm, and we hope you enjoy your stay! To help you plan for your stay, we've prepared a digital guest book for your homeThis guest book has all of the important information you might need during your stayYou can access your digital guest book by going here on any smart phone, tablet or computerWhen you follow this link, your reservation number and your home ID will be automatically entered for youYour password is the last name on your reservationJust in case you would like to print out some important information, below you'll find your reservation information, driving directions, cheinstructions, 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: N Paradise Village Dr #44, Santa Clara, UT 84765Check-In: 4pm Sunday, April 3, 2016Check-Out: 11am Sunday, April 10, CheInstructions:The lockbox code for this home is Internet Access:Network: Picture Perfect 44Password: [redacted] Parking:There are two spaces in the garage and two spaces in the drivewayThere is additional first come first serve pull out parking down the blockRV 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-N to UT-N/Hwy N in Saint GeorgeTake exit from I-Nh min (mi)Continue on UT-N/Hwy NDrive to Rachel Dr in Santa Claramin (mi)Pass Lava Ridge Intermediate schoolEntrance to Paradise Village at Zion is on the left.Turn left on Paradise Village Drand unit #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-E from Terminal Drmin (mi)Follow I-S to Exit N/E St George Blvd in Saint GeorgeTake exit StGeorge from I-Sh min (mi)Turn right on 1000ETurn left onto ERed Hills Parkway (mi)Continue onto W Snow Canyon Parkway (mi)Left onto 2000N (mi)Continue onto Pioneer Parkway (mi)Right on Rachel DrivePass Lava Ridge Intermediate schoolEntrance to Paradise Village at Zion is on the left.Turn left on Paradise Village Drand unit #is the first driveway on the right next to the clubhouse.There's a limit of vehicles permitted at the houseThere are two spaces in the garage and two spaces in the drivewayThere is additional first come first serve pull out parking down the blockRV 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

The refund check has been processed and mailed

Complaint: [redacted] I am rejecting this response because: It's still not resolved Reservation Number: [redacted] Home ID: 6062Unit:Sunny Pines (13/019)Address: [redacted] Groveland, CA 95321Check-In:4pm Sunday, June 26, 2016Check-Out:11am Wednesday, June 29, Sincerely, [redacted]

We are incredibly sorry to hear that this customers stay was impacted in such an unusual and unsettling wayWe 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 occurrencesIt seems as though the owner mistakenly told their personal guests when they could use the vacation homeWhen 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 homeThis owner filled the dates after this customer’s reservation and told their personal guests the wrong datesThis 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***Vacasa Guest Services

We apologize that this customer did not receive a payment for their february proceedsIf they could either provide the address for their home or the unit ID associated with their home we can look it up and investigate the matter for themIt is important that our home owners receive their payments accurately and on time and we appreciate the opportunity to correct any mistakes that are made and prevent them from recurring Best Regards, Ridwan I***Vacasa Guest Services

We apologize that this customer was unable to make it to their vacation rentalWe always hope that our guests are able to stay in their vacation rental property as planned but understand that in certain situation there are circumstances that may prevent that from happening When a customer books a reservation with Vacasa, regardless of the service used to book, they receive an email with reservation policiesA copy of the exact policy that was sent to this customer is included below (Items G and H are bolded and highlighted for the purpose of this response)This reservation was finalized at 1:PM PST on 1/12/and the email was sent to this guest at 1:PM PST on 1/12/Vacasa makes it clear in our policies that R ental payments (less a 5% processing fee of the full reservation amount) are fully refundable up until days prior to the reservation This customer reached out to Vacasa on 1/28/via email and asked if they would be able to cancel their reservation due to road conditionsA Vacasa representative responded to the customer letting them know that we would not be able to process a refund for cancellation as they were within days of the date of the stay, as specified in the policy that was sent to them once they created the reservation Unfortunately Vacasa will not be able to process a refund for this customerThey have filed a Credit Card chargeback that Vacasa is currently disputingVacasa has acted within its policies that we have shared with this customer, as we do with all of our customers We wish them the best going forward and please free to reach out with any questions Best Regards, Ridwan I Vacasa Guest Services

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 themWe 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 recurrencesWe don't show any reservation notes that show you contacted Vacasa to report any cleanliness or condition issues during or after your 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 conditionIf 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 occurWe rely on our guests to share any issues that they face during their stay so we can provide an immediate solutionIf 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 issuesWe 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 informationThe 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 processVacasa posts all reviews, regardless of their ratingUnder certain circumstances Vacasa may choose to suppress the comments of a review if they meet certain criteriaFor 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 positiveWe expect our guests to be fair and honest in their reviewsVacasa 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 guestsIf 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 thatHaving a range of reviews, both positive and negative, also provides great feedback for the home owners that rent their homes through VacasaWe 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 madeWith honest reviews, our homeowners can see the feedback that our guests are sharing and proactively take measures to improve their homesIt 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 yetVacasa 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 ownersWe are sorry if the impression was that a review is posted to our website as soon as it is writtenWe have no intention to fool or mislead anyoneWe 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 possibleWe 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 facedWe 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***Vacasa Guest Services

Complaint: [redacted] I am rejecting this response because: Per MrI***'s request, our reservation number was [redacted] I was also told that the Guest Services Team would be calling me, but I never heard anything from them I was told that when they called, they would be able to issue a refund at that time In summary, please see the photos of the place they rented to me - they should be ashamed of themselves for misrepresenting this so badly Sincerely, [redacted] ***

We appreciate the guest bringing her concerns to our attention Our apologies for the inconvenience caused by the balcony not being accessible I have interviewed the general manager and reviewed all documentation relevant to the reservation and the situation An important aspect of this situation is that the balcony is part of the building, which is owned by the Homeowner’s Association They have full control over the management of any renovations to the building, with Vacasa and the homeowners having to comply with their requests They are not bound by any rules or policies stating that they must provide announcements regarding upcoming construction project to other entities by a given period of time However, when we do learn of any advertised amenity suddenly not being available, we will delete it from the home’s listing page to prevent any confusionOn May 13th, one of our agents tried to call the guest, to notify her of the balcony issue, but was unable to leave a message On July 3rd, our regional general manager emailed the guest, offering a full refund of her reservation, but we did not receive a reply Then, on July 17th, we refunded the guest $for the inconvenience We completely understand the guest’s frustration with booking a condo with an ocean view but unable to enjoy it from a better vantage point As much as possible, our local property managers make every effort to maintain constant communication with the area HOAs, to minimize any surprises to our guests Based on my investigation of all relevant events that transpired during this time, we regret that we will not be granting any additional compensationWe want to thank the guest for their patience while we conducted our research We wish them all the best during the summer and the remainder of

Hello, Regardless of what lawsuit is currently on the books, Vacasa doesn’t charge a cancellation fee The fact remains that the guest originally booked on booking.com and whatever initial cost total discrepancy would need to be followed up with them As for Vacasa’s charge, we received a reservation for $when it was booked on 2/16/ When the request for cancellation was made, we refunded the guest that same amount of $ No additional monies were kept by Vacasa If the guest has calculated any amount over and above of this figure, they’ll need to contact booking.com, as we have no association with their site, but as only a means to advertise our homes The guest’s patience is deeply appreciated during this timeRegards, Mark W [redacted] Vacasa Guest Services

We are sorry to hear that this owner feels that Vacasa has not honored their request to terminate their contractThis is actually being processed, and has been since 12/4/If you looked at Beach Drive Retreat on Vacasa.com you would see that the home is not available ( https://www.vacasa.com/unit.php?UnitID=***) to book new reservationsWe have the listing available on Vacasa.com so that the guest that booked in September for a stay in July 16-23, has access the home information if need be When the owner signed the contract with Vacasa, they agreed to accept reservations for up to a year in advanceAlso to honor any reservations that exist if they choose to terminate their contract.Once we received the request for termination we block out any open dates, to prevent any new reservations as we did with this owner’s homeVacasa is simply asking that the owner fulfill their agreed upon contract with us I have followed up with the general manager regarding the $dollar reserve, if this owner logs into her owner page at the bottom she can actually change that reserve to zero and depending on the date she does this she will get credit on the next owner statement Sincerely, Colette R

Complaint: [redacted] I am rejecting this response because: I cannot accept this offer as I do not know what the final offer isOffer is too vagueMy reservation number is [redacted] ; [redacted] **, [redacted] ***Again it seems somewhat curious that you were unable to find my reservation after giving both the dates and property managerIt seems a simple phone call to Mike M [redacted] could have easily rectified this concernAfter the additional time and effort spent regarding this issue, nothing less than a $refund will be acceptableI am awaiting your responseSincerely, [redacted] ***

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 meansSincerely, [redacted]

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 companyThe reason that I sent a complaint to the Revdex.com is because of the way this company treats their customersI attempted to resolve my issues with your company first hand with no responseFailure to receive an appropriate response is what prompted this complaint Sincerely, [redacted] ***