Vacasa

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 memoriesWe 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 providedWe 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

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 meSincerely, [redacted] ***

Revdex.com:They have resolved the issue I have been experiencingThank you, [redacted]

I recently submitted a complaint about the rental we reserved through vacasa in SeattleAfter submitting the complaint we finally were let into the room only to find it does not have air conditioning and the bathroom was disgustingThere were dirt marks (looked like foot prints) on the bathtub floor and the bathroom reeked of stale urineWe attempted to cancel the reservation but they would not allow itI am incredibly upsetThis company should not be allowed to treat their customers like this I have included a picture of the bathroom floor so you have an idea of how gross it was

We are very sorry to hear that this customer was was without hot water and central heat for the first night of their stayThis is an incredible rare circumstance and it is incredibly unfortunate that this customer had to experience such an inconvenienceWe understand that it was definitely not the ideal way to begin their stay Vacasa rents vacation rental homes to guests, but we do not manage the utilities of the homeThis is still the responsibility of the owner of the homeThis owner had recently switched offices and their utility bills were not being forwarded to their new location so they left it unpaid long enough for the gas to be disconnectedWe sincerely apologize that this was the case We have discussed the issue with this customer and they have been refunded $as well as offered a 10% discount off the rent of a new home with VacasaFeel free to reach out with any other questions Regards, Ridwan Islam Vacasa Guest Services

I appreciate the guest bringing this situation to my attention Our goal at Vacasa is to provide a thoroughly positive and pleasant experience for our guests I completely understand how ants can ruin a vacation--or in other situations, as well As we speak, I’m fighting an ant problem in the kitchen of the house I just moved into Currently, I am interviewing our field staff and reviewing reservation notes to gain a clearer understanding of all events that occurred As soon as I am finished, I will reply back via the Revdex.com site with my findings and final conclusion I want to thank the guest for their understanding and patience during this time and I wish them all the best going into summer! Sincerely, Mark W [redacted] Vacasa Guest Services

We apologize the guests didn’t enjoy their stay in the home and had to leave early This issue is still being investigated by Vacasa, with the guest having been sent a Guest Satisfaction email on July 19th This allows them to provide detail to their explanation of the events that transpired before sending it to the regional general managerOnce the email is sent to our GM, we ask our guests to give us 10-days for a replyThis allows the GM to review notes, conduct interviews with the staff personnel related to the incidentWe will continue to monitor the progress and contact the GM with a status update, if necessary

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 reservationThe 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-mph I have talked to our local managers who live in the area and they confirmed this forecastOnline 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 moveWe look forward to their reply concerning the resolution of this matter We want to thank the guests for their patience during this timeRegards, Mark WVacasa

Complaint: [redacted] I am rejecting this response because: I have received the missing report in question however no progress on the refund for the erroneous insurance charges Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] The check was mailedBut it doesn't say what is the amount of the checkI need to know before I accept

Complaint: [redacted] I am rejecting this response because: After three emails and this Revdex.com message that somebody would be getting in touch, I am still waiting for somebody to contact me Sincerely, [redacted]

We are very sorry to hear that the home this guest rented had construction by it during their stayIt is never our intention for our guests to enjoy anything short of a perfect vacation and we can understand that noise can disrupt that As Vacasa is not responsible for the construction and cannot control when they begin we do not hold responsibility to refund for itWe have offered this guest 25% off the rent of a future stay with us should they choose to use Vacasa to rent a vacation home with us in the future Regards, Ridwan I Vacasa Guest Services

We are terribly sorry to hear that this guest arrived to a home that did not match their expectationsWe would be happy to look into the matter further and help going forwardWe request that the customer share their reservation number with us so that we can assist themWe wish them the best and look forward to their responseBest Regards,Ridwan IVacasa Guest Services

Complaint: [redacted] I am rejecting this response because:Thank you so much for not answering any of my questions, MarkThat was very helpfulOnce again, a valiant effort by Vacasa customer serviceIt was pretty clear by your first response, where you outright lied about the fact that this had never happened to anyone before, that you probably weren’t going to be the most helpful customer service representativeSame experience we’ve had with every other customer service representative with VacasaYou still have a long way to go towards perfection? I’d settle for satisfactoryIn the years since your inception, you haven’t been able to better yourselves? To learn from mistakes, if that’s what they truly are, and create a better business that cares about their customers? I was only able to read years worth of negative experiences on the Revdex.com websiteWho knows how many other guests were taken advantage of during your years of existenceI see no indication that anything has been done to prevent any of the situations where Vacasa takes advantage of people in the past years, especially with a 93% negative customer rating on the Revdex.com websiteThere have been more negative reviews added since we started communicatingSame old story for Vacasa since inception years ago to present day; taking advantage of people.I have other agencies that I will be contacting; most importantly agencies in Oregon, Colorado, and TexasI will make every effort to ensure Vacasa will no longer have the ability to take advantage of peopleHow sad that you see this as a joke, MarkHow sad that you just see this as not being able to satisfy every guest who has booked with Vacasa since your inception years agoIt is much bigger than that; what a lackadaisical responseIf you plan to continue to respond, try to make it worthwhile, like answering the questions from my initial message, instead of just saying you’ll try to do better next timeIt doesn't look like that has ever really been a concept that you all have put in place

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 meSincerely, [redacted] ***

We are very sorry that Vacasa was unable to honor this guest’s reservationWe certainly do our best to ensure that all the guests that book with Vacasa are able to stay at the homes that they rentedAlbeit 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 accommodationsWe 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 helpThey were sent homes available on ***, [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/ 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 reservationVacasa is not liable for the additional costsIn 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 guestsWe offer other homes in our portfolio when they are available, often providing reasonable upgrades at no additional cost to the guestIf 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 refundEven 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 websitesUnfortunately, no homes in Vacasa’s portfolio were available in our around the same area during the reserved datesUpon 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 accommodationsVacasa 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 amenitiesAt 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 cancellationVacasa notified this guest more than thirty days before the scheduled chedate that extenuating circumstances had made this property unavailable and that Vacasa had no choice but to cancel this reservation and issue a full refundThis left the guest with more than days to find alternative accommodations, which Vacasa took every reasonable step to facilitateAny 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***Guest Services

We are sorry to hear that this customer has decided to end their relationship with VacasaIt is always difficult to lose one of our home owners and their property from Vacasa’s portfolio of homesWe appreciate the time they were with us and thank them for their business and the chance to manage their vacation rental homeWe have removed their home from our website and are working with our finance team regarding their reserve funds It took longer than usual to remove their home from our website because there was an existing reservation for the end of JulyWhen a home owner signs an agreement with Vacasa to manage their vacation rental they agree to honor any future reservations that guests have at their homeWe keep the listing available to view online in case a guest needs to reference it for any reason This customer asked Vacasa to help find these guests alternative accommodations, and while it was not a contractual obligation, we proceeded to do soThey were very cordial and kind in their communication with us and let us know that they were satisfied with the level of service provided by VacasaBecause of this, and the reason behind their choice to end their relationship with Vacasa, we considered it the right thing to do Once the reservation was moved and there was no reason to keep their home up on the Vacasa site, it was removedIn the meantime, a hold was set up on their home to prevent any additional reservations from coming throughWe want to thank them again for their business and let them know we are keeping the light on in case they would like to manage their vacation rental home through Vacasa in the futureWe are happy to answer any additional questions and wish all parties the best going forward Regards, Ridwan I***Vacasa Guest Services

Our apologies that the home was not to our guest's expectationVacasa has no authority to make major repairs or replace items in the home without homeowner consentWe are in the process of getting owner approval on the purchase and deliver of a new mattressThe owner is also working with the HOA on repairing the sliding door, which will require a full replacement of the door and track hardwareThe repair must be approved by the HOAWe have verified that this home was clean and guest ready prior to their arrivalVacasa has issued a refund in the amount of $to the guest’s American Express card today, August 12th, This refund covers the $cleaning fee and an additional $for the bed and $for the broken sliding doorLastly, we would like to apologize that the issue was not more suitably handled by our local staffThis issue has been escalated to their managers so that we can re-train the local staff on effective Guest Services

We are sorry to hear that this customer was unable to enjoy the home they rented, with the feeling of not receiving what they paid forWe would love an opportunity to help them, but we do not see the reservation number included in this Revdex.com complaintIf 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 wish them the best in the meantime Best 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 meI only wish that someone had communicated this information to us when we originally made this request.Sincerely, [redacted]