Vacasa

Hello, We apologize for any inconvenience caused by this situationWe 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 managerThree 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 stayOur 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 earlyThat total would be $We look forward to their reply Their patience is deeply appreciated while this matter is concludedRegards,Mark W.Vacasa

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 advanceHowever, under very rare and extenuating circumstances like this one, 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 We have reached out to the manager in the area that this guest rented a homeVacasa has refunded the cleaning fee to this customer and once the area manager has a chance to review the reservation we will determine if any additional refund will be providedWe can either reach out to them directly via their preferred email address or respond through the Revdex.com complaint channelWe appreciate their patience and understanding and hope to be in contact very soon Regards, Ridwan I***Vacasa Guest Services

We are so sorry to hear that this customer arrived to a home that was anything short of perfectIt is always our goal to provide a clean, comfortable and functional vacation rental home for our guests to stay, and based on this customer’s accounts, we were unable to do so for themWe absolutely appreciate them reaching out to us and allowing Vacasa an opportunity to help them To ensure that we are responding from an informed position, we have reached out to the manager in charge of the area where this customer rented a homeThey will coordinate with the local property manager and provide us with feedback that we can shareIf this customer would prefer to communicate directly with us, we are happy to work with themIf they prefer to use the Revdex.com complaint channel we are also happy to oblige We hope to hear from them soon regarding their method of communication and we will have more concrete information shortlyIn the meantime, we wish all parties involved the very best

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 $per night for were completely unsanitary I have read and would like to reference the Oregon Public Health Divisions Administrative Rules, Chapter 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 upsetThe next day, I was finally able to get in touch with a local manager and told him specifically that we needed bed linensI 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 (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 StatAuth.: ORS StatsImplemented ORS 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] ***

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

We are sorry to hear that the guest was not satisfied with the cleanliness of the property upon arrivalWe had confirmed with our property manager that the home was cleaned and stocked prior to the guests arrivalThat being said, we understand that under rare circumstances, specific items may be left unclean or untended to before a guests stayWe do maintain a high standard for cleanliness of our homes and exceed expectations often and are very willing to address any situation in which a home is left uncleanIn this scenario, we were not given the opportunity to correct any alleged uncleanliness that the guest has mentioned and as such are unsure of how the guest would expect us to resolve the issueWe offered and refunded the full cleaning fee based on face value and were more than willing to send our staff over to address any concerns the guest posedVacating a home is not grounds for a refund if we are unable to make an attempt to resolve a guest's issueThey had access to the home for the duration of their reservation and it should be noted that we are happy to allow a guest to vacate with a refund should the scenario warrant itWe dont classify a home that was cleaned, but not cleaned to a guest's specific standards, as a reason to vacateThis is especially true if we are more than willing to assist with supplemental cleaning

We are terribly sorry to hear that this customer had anything short of a fantastic experienceWe 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 complaintThank you for your patience and we wish all parties involved the best Regards, Ridwan I [redacted] Vacasa Guest Services

We are sorry that the customer was unable to stay at the property as intendedDue to extenuating circumstances placing their safety at risk we were unable to have the customer at this homeWhen Vacasa discovers that we are unable to accommodate a customer in the original home they chose we offer them alternative homesWe had done so with this customer and they decided against any of our suggestionsOur following course of action in this type of situation is to offer the customer a full refund so that they may find alternate accommodations outside of Vacasa Unfortunately this customer became verbally abusive and threatening towards Vacasa staffWe value the safety of our employees and do not take these matters lightlyThis customer has since been blocked from renting through Vacasa in the future and will not receive follow up information from our guest services staff This customer was refunded in full and should see the funds reflect their accountWe will not offer additional compensation on top of the full refund that was provided Vacasa calls are recorded for training purposes and are available upon requestPlease feel free to reach out with any questions Best Regards,Vacasa Guest Services

I want to thank the guest for bringing this matter to our attentionOur 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 $ A refund of $has been given, which leaves a balance of $ This amount will be refunded to the guest’s credit card, and funds should be returned to the account within 4-business days I appreciate their patience during this time and wish them all the best for the futureRegards, Mark W [redacted] *Vacasa Guest Services

We are terribly sorry that this customer has a difficult experienceI reviewed the initial call during which the reservation was made and can confirm that the guest was told that the transaction had been cancelledI see that the refund was fully processed on 1/28/and refunds may take 2- days to reflect the cardholders bankIf this has not happened yet we encourage the customer to reach out to us as soon as possible to determine why this may be the case We can assure this guest that Vacasa is not a scam serviceWe run a legitimate business and truly apologize that you had to go through this troubleThe guest services agent that you initially spoke to has been coached on this interaction and should not repeat the same mistakeFeel free to reach out with any questions or concerns that you may have in the future Warm Regards, Ridwan I [redacted] Guest ServicesVacasa

We are very sorry that this customer arrived to a home that was not completely clean and has had a difficult time with follow upIt is never our intention to have a customer to experience a Vacasa home that is anything short of perfect and we always appreciate feedback that helps us improve our operations going forward We appreciate this customer providing their mailing address and have confirmed that their check has been sent in the amount of $This customer paid a $cleaning fee so we still feel that their refund for $is fair for the issues that they faced Regards, Ridwan IslamVacasa 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 meVacasa contacted me through e mail personally after recieving the response from Vacasa through the Revdex.comThey stated an appology for the issues we had with our rental homeAnd also for how long it has taken to find a resolveThey said they will be sending me a check for the full amount paid for the rental homeAlong with 25% off our next rental stay with themI hope they will follow through with their promise, and I hope this will help them to see where their flaws are with the companyto better serve future quests.Sincerely, [redacted]

Complaint: [redacted] I am providing the additional details requestedThe amenities not included were the hot tub and sauna, both of which were central in my decision to reserve this propertyAdditionally, the Unit was not cleaned prior to arrivalI spent a considerable amount of time dealing with these issues and did not receive a satisfactory response during my stay, significantly increasing the frustration of this issueI have detailed notes on who I spoke with and the timing that I would be happy to provideBased on these facts, A partial refund in warranted 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 $charged by VRBO, which is not in dispute, the breakdown and total comes out to be:nights: $364.00Booking fee: $43.11Cleaning fee: $115.00Tax: $54.67Total: $576.78Again, I was charged $by Vacasa instead of $576.78, so due a refund of $Sincerely, [redacted] ** ***Supporting Documents Redacted by Revdex.com ***

Once again we do apologize that this guest was not pleased with their stayOur local staff, unable to purchase a mattress without homeowner consent, did their best to address the issue with the stained mattress with a new mattress padWe certainly did appreciate the suggestion of dehumidifiers and the homeowner opted to purchase them after this guest’s stayThis home is stories as advertisedMany homes in this area have levels that connect outdoorsWe’re very sorry this didn’t please the guestAfter listening to the recorded phone call, this guest asked to be compensated with a free extra night, which we did provide and the agent she spoke to expressly stated that this compensation of a free night was equal to any financial compensation we would offer for their issues with this homeThe guest accepted this offer of a free nightWe feel that this matter was resolved as we provided the guest with exactly what they were requestingWe decline further compensation

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]

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]

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 itI sincerely appreciate your attention to the matter but did not want it to be marked as resolved as a resolutions has been reachedbelow are the details of our reservation and again thank you for looking further into the matterReservation Number: [redacted] Home ID: ***Unit:The Terrace at Pelican Beach Resort #Unit A 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 My mailing as is: [redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:This is the invoice that is owed As youcan see I had$in reserve and $that was what was owed to me for the final rental I received the $but your managers refuse to pay the $ 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