Vacasa

We apologize that the guest didn’t receive a timely reply from us, as to what was the actual cost of the reservation.  Since he referenced booking.com as the source, I will  need to contact them to learn of what exactly occurred both during and after the transaction was processed....

 Once I have obtained more information, I will update the guest  here.  We want to thank the guest for their patience during the investigation process. 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.
When and where is the refund being sent?
 
Thank you for the assistance. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:As requested by the business, attached is documentation of the breakdown of costs/fees when I booked.  Per Revdex.com instructions, I blocked out my e-mail address to avoid personally identifiable information.As you can see from the documentation, when you remove the $59.00 charged by VRBO, which is not in dispute, the breakdown and total comes out to be:3 nights:  $364.00Booking fee:  $43.11Cleaning fee:  $115.00Tax:  $54.67Total:  $576.78Again, I was charged $600.55 by Vacasa instead of $576.78, so due a refund of $23.77 Sincerely,
[redacted]Supporting Documents Redacted by Revdex.com [redacted]

We are terribly sorry to hear that this customer was not satisfied with Vacasa’s vacation rental management services and has elected to terminate their contract with us. This customers home was blocked from receiving additional reservations once we learned of their intent to terminate service with...

us. No reservations were created after 1/23/2106 and none shall be created going forward.
We will confirm any reason for lack of correspondence from our local property manager and apologize to this customer if they were not followed up with. They can rest assured that their home will no longer be rented through Vacasa. The property manager has been alerted of the issue and if there are any additional steps necessary to complete the termination of this customer's contract they will handle them.
Vacasa services were rendered and this customer received their funds for the rental of their home. Vacasa will not refund any fees collected from this customer. We are sorry to see them go and wish them the best going forward.   
Best Regards,
Ridwan I[redacted]Vacasa Guest Services

We are terribly sorry for the trouble this customer had to go through. Vacasa rents homes that may unfortunately be in the proximity of a construction project and we do our best to alert our guests when this is the case. The scope of the construction should have been more clearly expressed to...

this customer and we apologize for the inconvenience caused.
Since the time of this complaint’s opening Vacasa has worked directly with this customer. We have refunded them their desired amount and they have let us know that they are satisfied. Feel free to reach out with any other questions or concerns and we will be happy to help.
Best Regards,
Ridwan I[redacted]
Vacasa Guest Services

We would like to say how extremely sorry we are that this guest had such a negative experience during their stay.  It is always our goal to provide a trip that results in happy memories. We appreciate that they came forward and explained the details that occurred.
We reached out to both our property manager and general manager and asked them to review the reservation notes, and all maintenance tickets created during that time.  Based on all the information gathered and reviewed, we regretfully deny the guest's request for a 50% refund, and no compensation will provided. We understand the severity of this issue and the frustration penned by the guest in the initial explanation.  
                                        ...⇄ /> We want to extend our thanks to the guest for their time and are disappointed that we couldn't provide an acceptable resolution.  We wish the guest much success for the future.
 
Sincerely,
Mark W[redacted]Vacasa Guest Services

Hello,We sincerely apologize that we were not able to locate the items that this guest left at the unit. We did have a change in housekeeping staff that caused slight miscommunication between the local team. I have looked  into this reservation and it appears that the local manager has decided...

to refund this guest $125.00 for the inconvenience they have faced. We ask that the guest allows 7-12 business days for the refund to be  processed.   Thank you, Vacasa Guest Services

We apologize for the delay in getting to this point. Especially since I was too quick to assume that another staff member had process the $235 payment.  For that, I take full responsibility.  Therefore, I have personally processed a $235 refund to the guest’s credit card, totaling for both refunds $420.00.  We want to thank this guest for their patience during this time and wish them all the best for the future. Sincerely, Mark W[redacted]Vacasa Guest Services

We are so sorry to hear that this customer came into a home that was not completely cleaned and that they experienced some maintenance issues that impacted their stay. It is always our intention 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 is the case , however, under very rare and extenuating circumstances a home may not be fully prepared.
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. Once they review the reservation we will determine a fair refund for this customer. 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 IVacasa Guest Services

Revdex.com:I received a call from, “Jules,” who is the regional manager at Vacasa for my area.  She has agreed to refund my entire amount by check.  She has stated that I will receive the refund within 10 days.  She has also extended a 20% discount should I agree to rent...

from Vacasa again.  While I am not satisfied with the amount of time it took for someone at Vacasa to take ownership and contact me despite several voicemail messages I left and emails, I do appreciate Vaasa’s willingness to make me whole and then some.Sincerely,[redacted]

I am extremely sorry that this guest was subjected to such a horrible experience, pretty much from the first minute of their stay, and for our lack of responding during those first few days.  This is not Vacasa and this is not what we represent--basically we didn't perform to our ability....

 For this, I am disappointed and know we can do better.  From reading [redacted]'s account and completing my own investigation, I will gladly comply with her request for a refund of $271.00, processed today.  The funds should return to her account within 3-5 business days.I hope that she can see it in her heart to give us a 2nd chance in winning back her trust.  I have already located her guest review that was sent to my team.  It will be posted online, which represents our wanting to be transparent.  We want our guests to understand we're not perfect and we will willingly accept their feedback.  I thank the guest for her patience during this time and wish her family all the best in 2017.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.  Please provide Vacasa my email address as they requested.  [redacted]@charter.netSincerely, [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.

We are very sorry that this customer was not able to stay in the home that they originally intended to and needed to find alternative accommodations. It is extremely rare for Vacasa to be forced to move a guest from the home that they reserved and we only do so for very extenuating circumstances....

We apologize for any confusion regarding the reason for the move.
Vacasa does not own the homes that we rent out to our guests. We provide full vacation rental management for the owners of a vacation rental home and full guest services for customers that intent to rent them. Our home owner have a contractual obligation to allow our guests with pre-existing reservations to stay in their home in the event that they no longer want to rent their homes through Vacasa we are unable to force their hand. With this particular case, the home owner did not inform Vacasa that they placed the home for sale and that a new owner would assume ownership of the home by the time this customer’s reservation took place.
In the unfortunate and unlikely case that a customer cannot stay win the home they rented, Vacasa offers the customer other comparable homes in the Vacasa portfolio within the same area. Unfortunately the only other home that Vacasa managed in the area that was available for the same dates as this customer’s reservation was not to their liking. In that event, Vacasa has no other choice but to honor a full refund of the customer’s money.
Our records show that a full refund in the amount of $1079.41. If the customer checks the bank account that the original payment was made through and they still do not see a refund we encourage them to let us know. We can check with our finance manager to ensure payment is made, however, we cannot show any reason why the refund would not have been processed.
Best Regards,
Ridwan I[redacted]
Vacasa Guest Services

We are so sorry to hear that this customer was unable to stay at the original home that they rented with Vacasa. The circumstances surrounding this reservation are very unusual and we cannot apologize enough for the inconvenience that it caused.
We have reached out to the manager in the area...

that this customer rented a home regarding the additional refund request. In the rare event that Vacasa is unable to allow a guest to stay in the home they rented we provide alternative accommodations in the same area. If no other homes are available or the customer does not want to take any homes in the Vacasa portfolio, we provide a full refund for the amount of the reservation. It is not normal for Vacasa to provide a reservation for more than the amount that the customer paid to us.
We appreciate this customer giving us an opportunity to gather more information and we will be in touch soon.  
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 find that this resolution is satisfactory to me.
My mailing as is: [redacted]
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]

We apologize that this customer did not receive a payment for their february proceeds. If 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 them. It 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[redacted]Vacasa Guest Services

Complaint: [redacted]The business has not made an attempt to resolve the complaint; they merely notified me to advise they are reviewing my contact log and email transcripts.Sincerely,[redacted]

We appreciate this guest contacting us via this forum to register a grievance concerning our cancellation policy.  His frustration is certainly understood, as he was expecting a full refund after canceling barely over a week after booking the reservation.  However, as per our cancellation...

policy, the guest has 24 hours to cancel with a full 100% refund.  If the cancellation is outside of the 24 hours, a refund is given minus the booking fee up until 30 days before the dates booked.  If the reservation is cancelled within 30 days before the stay, no refund is made.This information is also stated in our rental agreement that was emailed to the guest on 5/23/2017 at 7:23pm PDT.  It clearly states:H. Cancellation Policy:  Rental payments (less the booking fee) are fully refundable up until 30 days prior to the reservation.We apologize for the miscommunication and feel it is vital to explain our policy for better clarity. The booking fees serves as a means to balance any administration & transactional fees incurred by the company.  We want tothank the guest for bringing this to our attention and will gladly answer any further questions he has.Regards,Mark W[redacted] Vacasa Guest Services