Vacasa

We appreciate the detailed response have sent it to the general manager in the area that this guest rented a home to determine how to proceed. We want to thank all parties involved for their patience and we hope to be in touch very soon.
Best Regards,
Ridwan I[redacted]Vacasa Guest Services

Complaint: [redacted]I am rejecting this response because:
Vacasa is only now admitting that I did indeed work with the management team during my stay.  I was told in an email that they would have been able to resolve the issues if I had let them know during my stay, which I did.  While they state that the vacation rental was "cleaned" prior to our arrival, I find that hard to believe.  Things were put away and beds were made, but the home was in no way clean.  While the property manager did ask if we would like to have someone come in and clean I did say no to that for two reasons, the first being that we were all already there, the house was crowded and having someone in the home to clean would have been yet another invasion of our privacy, secondly the house was beyond someone coming in and tidying up.  To get that home clean, it would have taken days.  Also, if the home had been cleaned just prior to our arrival then someone would have been aware that there were wasps in the home.  We killed 4 in the first few hours of being there.
When renting a home there is a certain expectation that there will not be wasps, snakes, etc.  While I understand somewhat about the snake, it would have been nice if the wasps were brought to our attention prior to our arrival.  There response that they don't take medical conditions lightly and then put the onus on us to carry precautionary medical supplies is laughable.  What if someone didn't know they were allergic?  People don't just carry epipens for fun, and doctors don't prescribe them unless you have a medical history of anaphylactic shock.
As I stated in my original complaint, I called ahead to find out about where the owners were located on the property.  I was told that they were far away in a trailer or RV somewhere on the 40 acres.  This was not the case.  They were smack dab next door.  I could see into their windows and they could see into ours.  I was misled.  I would have canceled the reservation had they told me the truth in the first place.  Then to have the owners coming in and out without knocking was egregious.  While they did speak to the owners and ask them to respect our privacy, I had my first conversation with VACASA about this at about 10 in the morning.  The homeowners entered the home again around noon.  That is when I called and spoke with someone else and they took care of it.
When I spoke with the property manager on Friday morning he offered to move us to another home if he could find one that would accommodate our party.  Since he was unable to do that we were forced to stay.  I am still requesting a full refund.  If we had been moved to another property that was clean and in good condition I would have accepted that and moved on.  Now I have had to take up valuable time dealing with this on the back end.  If the listing and the person I spoke with when I reserved the property would have been honest I would never have rented this place!
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.

Complaint: [redacted]
I am rejecting this response because:The lodging for the two nights has NOT been paid in full. The agent representing the company refused to pay for the full charges and I have still not been refunded the remaining $485.81 for the first two night hotel stay- I have shown this on my credit card statement and will be including for the Revdex.com to see. The hotel can also be contacted, as the Vacasa agent caused quite a scene in their lobby so much so that the manager of hotel had to repeatedly ask her to lower her voice and please step away from lobby. As far as the third night, Vacasa only offered us lodging for part of our group- they offered us a condo out of town that only had a futon and a queen bed, which would not fit all the members of our group. The company, in email and also over the phone, has told us they would pay for lodging for three nights because of them moving us twice and both locations not be inhabitable. At the very minimum, they should pay the remaining $485.81. Vacasa is stating they paid all the charges in full, they did not. It is not fair or just of a company to state they are "clarifying" when they have already, in writing, promised something else. This was a horrible experience with Vacasa and I don't want someone else going through what this company has put us through. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:I have already [redacted]ed my concerns to the general manager and she was unable to assist me.  I have photos of the rental that I would like to share so you can see the conditions of the property.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:  The issue remains outstanding.  See attachments for my multiple attempts to resolve the Assurant issue dating back to September of 2017.  I was not informed additional documentation was needed to resolve the issue (having previously forwarded documentation and with no response from Vacasa assumed all was in order) until late February of 2018.  Upon receipt of that request I promptly submitted the information.  This was mishandled by Vacasa from the beginning including a lack of a response altogether to several emails.  As the Revdex.com site only allows me to upload four documents who should I forward the other emails to?
Sincerely,
[redacted]

Although this is considerably more than we would warrant for a situation such as this, we have granted an additional $250 to the guest to have this matter closed. The refund should reflect their card in 2-5 days. We are very sorry that the guest felt so severely impacted by this and wish them the best going forward. Regards,Ridwan I

We are sorry that the customer has not received their refund check of $100.00. We will have our finance manager senda new check out and place a stop payment on the prior check. They have been asked to take care of this as soon as possible to ensure that this customer does not have to wait any longer for their refund. We apologize for any trouble this caused and are happy to help them should they have any questions.
Best Regards,Ridwan I

Complaint: [redacted]
I am rejecting this response because:This is the invoice that is owed.  As youcan see I had$500 in reserve and $180.70 that was what was owed to me for the final rental.  I received the $500 but your managers refuse to pay the $180.  I have made several attempts to contact a person by the name of Shawn [redacted] and Anabel K[redacted] but yhey won't return my calls or texts.  I guess they think that by ignoring me they can keep the money.

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.
Unfortunately, we do not have the reservation number to reference this customer’s reservation. If they could please provide us with the reservation number we can very their claims and provide feedback to our local staff in the area that they stayed.
WE hope to hear from them soon and wish all parties the best.
Regards,
Ridwan I[redacted]Vacasa Guest Services

We are very sorry that this customer was not pleased with the condition of the home that they rented. We would like to be able to help them further, however, the reservation number they provided pulls up a reservation under a different name from 2015. If the customer could please verify the...

reservation number and let us know if they have a separate one we would appreciate it. We look forward to their response.  
Regards,
[redacted]Vacasa Guest Services

Our sincere apologies for the delay in responding to the claim filed by the guest.  As we were approaching Christmas, it was becoming more difficult to receive information from relevant  parties, as part of my investigation.  This is not an excuse, merely a fact and we hope the guest...

understands.  I will continue to compile information and render a decision later this  week. Regards, Mark W[redacted] Vacasa Guest Services

We are sorry that we were unable to come to an agreed upon conclusion to this matter with this customer. Our offer of $150.00 is still available and we are happy to send them a refund check for that amount if they share their current mailing address. We appreciate the time and effort that all parties have expended and with all the best.
Regards,
Ridwan I[redacted]Vacasa Guest Services

We have been in contact with this customer through email and they have accepted a refund of $700.00. We initiated the refund on 5/31/2016 and informed them that the refund may take 3-5 days to reflect their card balance. At the time of this writing they have likely received their refund or will within the nest 2 days. If they do not see the $700.00 refund reflected we encourage them to email us and let us know. 
 
Feel free to reach out with any questions and we wish all parties involved the best going forward. 
 
Regards,
Ridwan I.
Vacasa Guest Services

We are terribly sorry to hear that this customer had anything short of a fantastic experience. We have shared their complaint details with the general manager in the area that they rented a vacation home.  They are reviewing the reservation and will let us know how they would like to proceed...

with this customer's complaint. Thank you for your patience and we wish all parties involved the 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 answer is ok, but it is not a resolution.  I accept the response, but the business essentially said they would look into this.  What does that mean?
Sincerely, [redacted]

I want to thank the guest for bringing this matter to our attention. Also, I am very sorry that they’ve experienced a medical condition that required surgery. I pray that their recovery to this point is going well  and will continue to be successful. After performing a thorough...

investigation, including reviewing all relevant notes and conversations, I have concluded that the room in question was cancelled on 6/30/2017, immediately after a conversation  with an agent.  The cancellation allowed the room to become available for another booking.  As per our reservation cancellation policy, rental payments (less the booking fee) are fully refundable up until 30  days prior to the reservation. Unfortunately, the guest’s initial contact to us was on 6/25/2017, or less than 30 days from the check-in date.  Therefore, no refund could be made.    Vacasa does provide a “trip protection” option for reservations created.  Even though the guest booked via [redacted] (a vacation rental advertising site), trip protection was still offered as an option. However,  the guest declined this option.I want to apologize for any inconvenience this has caused and wish the guest has a full recovery from the surgery.  We with them all the best for the future.

I want to thank the guest for bringing this matter to our attention. Our sincere apologies for any inconvenience caused because of the events that occurred upon their arrival to the home.  We always  pride ourselves on assuring everything is prepared in advance.  Unfortunately, there...

was a miscommunication between Vacasa and the homeowner regarding the dates of this reservation.   I  completely realize that the guest’s intent was to have a relaxing vacation, but what transpired was anything but.  Therefore, I will approve an additional refund.  To confirm, the total amount of the  reservation was $551.97.  A refund of $277.04 has been given, which leaves a balance of $274.93.  This amount will be refunded to the guest’s credit card, and funds should be returned to the  account within 4-6 business days.   I appreciate their patience during this time and wish them all the best for the future. Regards, Mark W[redacted]
*Vacasa Guest Services

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 confusion. On 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 $100 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 compensation. We 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 2017.

We are so sorry that this customer arrived to a home that was anything short of perfect. Our goal is to make sure that every guest is greeted by a home that is clean, comfortable and ready for them to enjoy. We have a very thorough system in place to follow through with that goal and we are...

successful the overwhelming majority of the time.
Unfortunately, the home that this customer rented was not completely cleaned by the time they arrived. We cannot apologize enough and appreciate your understanding and working with us.
We can absolutely understand the confusion regarding the pool and community workout area. While neither are listed as an amenity on the listing on Vacasa.com, a picture uploaded did depict them. We encourage our guests reading this to review the amenities of the listing and the description of the home while looking for the perfect vacation rental. We appreciate this customer for bringing this up and we have since removed the photo that caused the confusion. Thank you for giving us an opportunity to improve our operations and better serve our guests in the future.
We can appreciate their request for a refund and are happy to send them a refund check for $170.00. All we need is their current mailing address to send the check to. We look forward to hearing back from them and wish them the best.
Regards,
Ridwan I[redacted]Vacasa Guest Services