Vacasa

We are sorry to hear that the home that this customer rented was anything short of perfect. We would like to better assist the customer and would like an opportunity to view the details of the reservation. This will allow us to more accurately respond to the customers concerns. Could the customer...

please provide us with their reservation number?
We look forward to helping them and hope to receive their reservation number soon.
Regards,
Ridwan I[redacted]
Vacasa Guest Services

Hello, We apologize for any inconvenience caused by this situation. We understand their frustration with the events that occurred and why they’re requesting a full refund.   I have  investigated the relevant aspects of the case, including reviewing all reservation notes and...

interviewing the general manager. Three members of our management staff  arrived at the home to assess the situation and they observed no evidence of mold, but only dust that was easily removed.  We can’t speculate on why the guests became  sick five days into their stay. Our decision is they will not receive a full refund but we are more than willing to refund them for the two nights that were unused due to their  leaving early. That total would be $294.82. We look forward to their reply.  Their patience is deeply appreciated while this matter is concluded. Regards,Mark W.Vacasa

We are sorry to hear that this customer’s stay was anything less than perfect. We would love an opportunity to help them, but we do not see the reservation number included in this Revdex.com complaint. 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] Vacasa Guest Services

Complaint: [redacted]I am rejecting this response because:I did not get my refund and here is the reservation #[redacted] . Sincerely,[redacted]

We are sorry that we could not come to an agreed resolution with this customer. Their claims are contrary to our local managers and we would still be happy to follow through with offering a refund for $1099.42. If they choose to follow a separate avenue to obtain a refund they are welcome to, however, if they decide to accept the refund from us they are welcome to let us know. We wish them the best either way.
Regards,
Ridwan IVacasa Guest Services.

We are very sorry to hear that the customer ran into some trouble with the home that they rented. We appreciate them letting us know that some items in the home needs some repairs so we can have our property manager inspect them and coordinate with the home owner and make sure that the fridge,...

stove and heater are in full working order for our guests going forward. Vacasa’s intention is to make sure that the homes that we rent out are in great shape and provide our guests with wonderful vacations. When there is a condition related concern we are always happy to make sure it is taken care of as soon as possible. We often times rely on our guests feedback to ensure that we are successful in that regard.
We understand that it is frustrating that they were unable to use 2 stove burners, the freezer did not freeze completely  and that one of the heaters did not work. While we cannot offer a $200.00 refund for those issues, we are able to offer them a refund of $100.00 for their trouble and will mail them a refund check because the time frame to refund their card has lapsed. Once we receive confirmation of their prefered mailing address we will send the customer their refund check. Feel free to reach out with any questions that you have going forward.
Best Regards,
Ridwan I
Vacasa Guest Services

We apologize that the guest was booked into a home that clearly had maintenance issues, and wasn't prepared for their arrival.  I will begin an investigation immediately into why this occurred.  However, I will need the reservation number from the guest, in order to research the details of...

the incident.  I appreciate their patience during this time and look forward to a quick resolution. Regards,Mark W[redacted]Vacasa Guest Services

Hello,We’re very sorry for the inconvenience due to the weather.  We completely understand their reluctance to drive from Georgia to an area that will be hit with heavy rains.  However, we will not refund the cost of their reservation. The National Weather Service did issue a warning for...

severe weather, but weather experts have continued to say  that the winds will definitely not be lethal, possibly 60-65 mph.  I have talked to our local managers who live in the area and they confirmed this forecast. Online reports  on weather.com state the storm will hit land sometime Monday morning but will only bring rain and possible flooding.  I do have one other option for the guest.  If they are in approval, our local manager agreed to let the guest move the dates out into June or July.  All they have to do is  call our Guest Services Team for help with the move. We look forward to their reply concerning the resolution of this matter.  We want to thank the guests for their patience during this time. Regards, Mark W. Vacasa

We are refunding the guest in the amount of $221 in compensation for the last day of their stay. We were informed of a septic leak occurring on the side of the home by the guest at 2:32pm PST on August 9th.  Our local manager, Tom D. was ready to bring a plumber to the home that day for an...

emergency repair of the issue. The guest declined, stating that they did not want to be bothered by repair service. A plumber was dispatched to the home at 1pm on the 11th (several hours after the guest had left) and the issue was quickly fixed. Had the guest allowed the plumber to do this on the 9th they would have had no issue on the 10th or morning of the 11th. We feel that comping one night of the reservation is a fair settlement and have issued the refund today, 8/21/15.

We apologize for any inconvenience this has caused this homeowner.  In this case, it is completely understandable to assume that, if the contract between Vacasa and the homeowner was terminated, then any and all
 
advertising related should no longer be visible on the...

website.  Please understand that, if there are existing reservations after the owner terminates the contract, the home’s listing page will remain onsite so the guest
 
can reference information about the property.  For example, additional questions may arise and the guest may want to confirm the number of beds or the list of the home’s amenities, but any additional reservations are
 
prevented from being booked.  We took immediate action to stop guests from booking more reservations with the home after the owner notified us of their intent to terminate the contract.
 
We can confirm that the home’s listing has been deleted from the Vacasa and Trip Advisor websites.  We will work with our Business Development team to ensure that any information about the home is not being
 
presented.  As for TripAdvisor, Homeaway and VRBO, it will be our goal to contact their personnel to ensure the property will disappear from their sites as soon as possible.
We want to thank the owner for their patience and hope to achieve a quick resolution.
 
Sincerely,
Mark W.
Guest Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], in answer to the business question the reservation number was [redacted].

We apologize for any confusion. We were waiting to hear which channel the customer preferred a response from. We can certainly proceed through the Revdex.com complaint log. We have provided this customer a credit of $250.00 off the fees of an upcoming reservation and we will also refund the full cleaning fee that they paid on this reservation, which amount to $140.00. If this customer can shares their current mailing address we will have the refund check sent out as soon as possible.  We look forward to hearing from them and welcome any questions.
Best Regards,
Ridwan I[redacted]
Vacasa Guest Services

Complaint: [redacted]I am rejecting this response because:
I am surprised they didn't look up our house by our name but the address is [redacted] Dr, [redacted], [redacted] 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
The response by Vacasa to my concerns is inadequate.  The reply was characterizing me as being 'frustrated'.  I was, and still am, much more than frustrated.
The accomodations that I spent over $200 per night for were completely unsanitary.  I have read and would like to reference the Oregon Public Health Divisions Administrative Rules, Chapter 333 Division 29, regarding Travelers' Accomodations.  Here is the link http://public.health.oregon.gov/HealthyEnvironments/Recreation/PoolsLodging/Page...⇄ /> I'll insert one example of the Administrative Rules here, which would apply to the fact that during our two night stay, we never had clean linens.  I discovered at bedtime on the first night that the bedding was not at all clean, removed it from the bed, and tried to wash it myself using the only soap available, shampoo.  Needless to say, I got to bed much later than intended on my 'vacation' and was very upset. The next day, I was finally able to get in touch with a local manager and told him specifically that we needed bed linens. I removed the sheets and put them in the laundry room as a further reminder that the bedding was dirty.  Unbelievably, when I tuned back the covers for our second night's stay, the same dirty, bloodstained sheets had been put BACK ON THE BED!!  So we never had a clean bed, which according to Oregon Revised Statute 446.330, is worthy of a civil penalty.  Here is the OAR description of the statute:
Bedding and Linen
333.029.0090
(1) Conventional mattress covers or pads shall be used for protection of mattresses and
shall be kept clean.
(2) All sheets, pillowcases, towels, and washcloths shall be freshly laundered before they
are furnished to new guests or occupants of rental units.
(3) All clean linen shall be stored in a clean, dry place.
(4) All soiled laundry shall be handled and stored so as not to contaminate clean laundry.
(5) Containers for transporting or storing clean
laundry shall be of impervious materials
and shall be smooth and easily cleanable.
(6) All bedding for guest use shall be kept clean and in good repair.
Stat. Auth.: ORS 446.330 Stats. Implemented ORS 446.330
The bedding situation is just one example of the violations of the Travelers' Accomodation Rules that I could report on during our two night stay.  This is not mere 'frustration'.  The state of the house we stayed violated Oregon public health and safety statutes.  The frustration comes from Vacasa personnel not responding appropriately to my continued attempts to solve the problem.  Putting the dirty dirty bedding back on the bed from the laundry room was simply the last straw.  I want my money back. 
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 are extremely sorry that the guests had to endure certain aspects of the home not functioning normally.  After researching the notes from our general manager,  the guest’s credit card was refunded twice: $202.02 for the one-night stay, and $141.83 for the cleaning fee, totalling...

$343.85.  This reflects a 23% refund. The GM  believes this refund total if fair, and no additional refunds will be provided. We want to thank the guest for their patience during this time and wish them all the best. Regards, Mark W[redacted] Vacasa Guest Services

Complaint: [redacted]
I am rejecting this response because:I was unsure if I needed to accept or reject the response as it said it would resolve it. I sincerely appreciate your attention to the matter but did not want it to be marked as resolved as a resolutions has been reached. below are the details of our reservation and again thank you for looking further into the matter. Reservation Number: [redacted]Home ID: [redacted]Unit:The Terrace at Pelican Beach Resort #101 Unit A
Sincerely,
[redacted]

We are sorry to hear that we have not been able to come to an agreement with these customers. We have confirmed that they were told that they were told that Vacasa would cover 35% of the cost of the replacement washing machine.
The $150 cost as not for a series of services, including the plumbing services,  provided to these customers by the Vacasa property manager. It was unrelated to cleaning the home.  We absolutely do wish these customers the best, despite the disagreement on a resolution.

We are terribly sorry that this customer was unable to stay at the property that they originally rented through Vacasa. It is extremely rare for Vacasa to be forced to cancel a reservation and we only do so under extenuating circumstances.
We apologize if this customer did not believe Vacasa...

when we explained the reason that we would not be able to honor the reservation. Ultimately Vacasa is not required to share the reason that a home is unavailable to rent, however, in this customer's case we chose to. They are under the impression that Vacasa revoked their reservation in pursuit of a larger profit. This is not the case and is not a tactic that Vacasa ever has, or ever will use. We intend for our business to grow and be successful, and a large part of that success is grounded on ethical business practices.
Short term vacation rentals are require permits from the cities that they operate in and unfortunately, the vacation rental home that this customer reserved has had its permit suspended for 6 months beginning 2/1/2016. This means that they Vacasa is unable to rent the home out to our guests because we operate exclusively in short term vacation rentals (rentals not exceeding 28 days). The home can still be rented by the owner as a long term rental (longer than 28 days) through sites such as VRBO and Homeaway.
We are sorry that this customer had a negative experience with our guest services team lead. The individual that they spoke to is no longer with Vacasa. We understand that this sort of thing is very frustrating and it is never our goal to further aggravate an already unfortunate circumstance. We are committed to bettering our customer experience and will continue to strive for that.
We have shared an official document with this customer to indicate that the home is not rentable as a short term rental until 81/2016. We wish that this guest could have stayed at this home and are sorry that they could not have. We hope that they no longer assume that Vacasa cancelled their reservation in hopes of chasing a larger profit. We have refunded this guest in full so that they can find alternative accommodations. We also hope that they were still able to find a home to stay at and with them the best going forward.  
Best Regards,
Ridwan IVacasa Guest Services

We are terribly sorry you have not received your check for $206.27. We have notified our finance manager and they will expedite having a check sent out to [redacted] for that amount. We apologize for any trouble this may have caused you.
Best Regards, Ridwan I