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Description

Vacasa offers full vacation rental management for property owners and an easy way for guests to book a home online or with a reservation agent over the phone. 

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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Vacasa meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Vacasa include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 117 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

117 complaints closed with BBB in last 3 years | 60 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 18
Billing/Collection Issues 5
Delivery Issues 2
Guarantee/Warranty Issues 1
Problems with Product/Service 91
Total Closed Complaints 117

Customer Reviews Summary Read customer reviews

29 Customer Reviews on Vacasa
Customer Experience Total Customer Reviews
Positive Experience 4
Neutral Experience 0
Negative Experience 25
Total Customer Reviews 29

Additional Information

BBB file opened: July 28, 2011 Business started: 11/17/2009 in OR Business started locally: 11/17/2009 Business incorporated 11/17/2009 in OR
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Oregon Secretary of State Corporations Division
255 Capitol St NE Ste 151, Salem OR 97310
http://www.sos.state.or.us
Phone Number: (503) 986-2200
corporation.division@state.or.us

Type of Entity

Limited Liability Company (LLC)

Business Management
Mr. Eric Breon, Member Mr. Cliff Johnson, Member Ms. Tessa Endencia , Senior Finance Coordinator Mr. Ridwan Islam, Guest Services Manager Ms. Emily Price, Director of Customer Experience
Contact Information
Principal: Mr. Eric Breon, Member
Customer Contact: Mr. Ridwan Islam, Guest Services Manager
Principal: Mr. Cliff Johnson, Member
Business Category

Property Management Vacation Rentals Residential Property Managers (NAICS: 531311)

Alternate Business Names
Vacasa LLC

Customer Review Rating plus BBB Rating Summary

Vacasa has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 3934 NE Martin Luther King Jr Blvd STE 204

    Portland, OR 97212 (503) 345-9399 (503) 278-5404

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/7/2016 Problems with Product/Service
2/7/2016 Problems with Product/Service
2/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rental unit not in properly working condition on arrival. Company aware of issue prior to check in but no alternate accommodations offered or arranged for ahead of time. Response from local manager and customer service not timely nor helpful. Multiple issues in the unit suggestive of poor upkeep of unit. Shower continuously running with inability to repair it for over 24 hrs. The other bathroom tub not draining. Cleanliness of the unit less than desirable.

Desired Settlement: Compensate us for the length of our stay due to inability to provide the accommodations advertised for the agreed upon rate as there was time to avoid our involvement at all with a faulty unit. Also it would alleviate the stress experienced on more than one day of our vacation of only 4 days. 3 of the 4 days required telephone calling with multiple messages left and delayed response to no response at times.

Business Response:

We are sorry to hear that the home that this customer rented had an issue with the shower head upon arrival. It is never our intention for our guests to stay in a home that is anything short of perfect. On rare occasion, as with any home, problems do arise and we do our best to correct them in a timely manner.


On the first day of this customer’s stay with us, Vacasa coordinated with a plumber to have the issue corrected so that the customer could use the shower for the duration of their stay. Unfortunately, the home is part of a large condominium complex and in order for the plumber to shut the water off to correct the issue they needed to shut the water off for several units. The Condominium association agreed to allow the water to be shut off for one hour the following morning, as they needed time to alert other guests that they will be without water for a preset duration of time.


We apologize that the customer felt like the experience with our guest services and local staff was not helpful. Vacasa has had a large increase in the number of reservations that we have had and more people are calling us to book our homes than ever before. As a result, our guest services team has been incredibly busy, working around the clock to help our guests. This has resulted in delayed follow up but we have recently hired more guest services team members to help with the increased volume and are continuing to hire more.. Vacasa was able to resolve the customer’s issue and provided a refund to them.


To compensate this customer for their trouble, Vacasa refunded this customer a full night of their stay ($385). This is what we would consider a fair refund for the issues that the customer experienced. Vacasa also provided the customer with an offer to discount 15% off the rent of a future reservation with Vacasa.


We wish these customers the best going forward. Feel free to reach out with any questions in the future.


Regards,


Ridwan I****

Vacasa Guest Services

Consumer Response:


Complaint: ********

I am rejecting this response because:

1.  The question of why we weren't offered other accommodations with a working shower has not been answered.  The issue was known before we even arrived.  

2.  The inconvenience of the problem persisted beyond the one day and the on site staff at the condominium told me they had no knowledge of the problem, from the front desk to the maintenance supervisor that would be responsible for shutting the water off for the plumber.  His response was verbatim, "First I'm hearing of it but feel free to call me and I will be happy to help."

3.  Leah in customer service assured me she would call me back but never did despite multiple messages.  When a customer service manager, Mike, was involved he offered the compensation of one night and said he would send an email assuring us of this but never did.  The excuse of the company's success preventing them from dealing with us more appropriately seems very weak.

The bottom line is I feel we should be refunded more than just one night and a 15% discount on a future stay with a company I have lost all faith in is not acceptable compensation.


Sincerely,

**** **********

1/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We began using Vacasa to handle our vacation rental in **********, ** around the beginning of March of this year (The contract was initiated 9/22/14). We tried several times to resolve this issue through various levels of their management, starting with the local management team and culminating with a letter to Brian B*****, Vacasa's Regional Director dated November 23, 2015. To date, he has chosen to ignore it. The 3 issues are: Washing Machine: Vacasa chose to use a detergent that damaged our washing machine beyond repair. We were told that Vacasa would replace the machine at their own expense. It was replaced with an inexpensive smaller white machine that was half the price of the original. Several months went by and when we got the monthly statement regarding the machine, Vacasa paid for only part of the cost. The original machine cost $1499 and was 10 years old and is a larger black machine). It was damaged by their negligence, so we beleive that they should replace it with a new or equivalent machine. Also, the contract we signed states that any expenditure over $100 needs to be approved by us. We did not and would not have approved it. During one of the stays at our home, the toilet beclame clogged. At first it was described to us as a septic tank failure, In fact, there was no system failure and it was likely caused by the guests flushing something down the toilet that was not supposed to be in the system. The property manager used a plunger to fix the problem and we were charged $150 for something that was not of our doing and should have been part of the cleaning fee which we pay periodically. The lid to our Big Green Egg was destroyed by one of the renters. The cost of replacement is $282 with shipping. Vacasa has agreed to pay for this although they have been unwilling to give us cash. To date the Vacasa management team in ******** has been non responsive to our requests and in fact has ignored our complaints.

Desired Settlement: We would like to have a check for the full amount of the repairs and/or replacement value. They can pick up the washing machine they furnished as part of the transaction. In summary: Washing Machine: $1230 ($1499-$269 credit) Cleaning Bill for Toilet: $150 Big Green Egg Lid: $282 Total: $1662

Business Response:

We appreciate the customers patience in this matter. Our local property manager was able to gather some telling information regarding this matter and shared their comments with me.


After investigating the matter, I discovered that the customer was not told that Vacasa would replace the washing machine at our expense. Vacasa is not responsible for the cost of replacement towards any items in the homes that we manage, which is outlined in the contract that we have our home owners sign and agree to. Vacasa agreed to cover 35% of the cost towards a new washing machine.


This was discussed with this customer and because they were responsible for 65% of the cost of the new washing machine, Vacasa purchased a unit that would not be too expensive, yet still provide the guests of the home an opportunity to wash their clothes.  The value of a 10 year old washing machine that allegedly originally cost $1500, is considerably lower than $1500. It is not reasonable to expect Vacasa to cover 35% of the cost of a replacement of a 10 year old appliance at the original purchase price.


The customer mentioned that they were charged $150.00 for plumbing services performed by a Vacasa employee. Their speculation regarding the cause of the clog was not justified by any evidence and could have reasonably been at their fault. No indication existed that the clog was due to a guest in their home. The Vacasa employee charged the customer in accordance to standard rates for the service provided.


The “Big Green Egg” lid was damaged by a guest that stayed in this customers home and in this instance, Vacasa did agree to pay for the replacement. The amount of $282 was deposited towards the customer's balance. The property manager personally verified with the owner that they received the reimbursement for the lid.


The customer was not ignored by Vacasa. We responded to their complaints and requests, but did not give them the answers that they wanted to hear. We apologize that they are not satisfied with the outcome of their requests, although the answers and actions that they received were in line with the policies that they agreed to.


If there are any other details that I can help clarify or any questions that I can answer, feel free to reach out. We wish this customer the best going forward.


Warm Regards,


Ridwan I****

Guest Services

Vacasa

Consumer Response:


Complaint: ********

I am rejecting this response because:  The response is filled with comments that are inaccurate at best.  We were told by the site manager that the entire cost would be covered by Vacasa.  The 35% came from the ******** management and were were never allowed to accept or reject the offer prior to the installation of the new machine.  Item J. of their management agreement states that "....repairs in excess of $100 must be specifically approved by the owner".  This never happened.  Their solution is the equivalent of totaling a vintage Cadillac and replacing it with a new Kia and a bill for 65% of the cost.  This is not acceptable.  

Their response to the clogged toilet is contrary to what their site manager told us.  Just a side comment here...their regular cleaning charge is $139 per visit for the whole house, yet they billed us $150 for using a plunger on the toilet.  Along with the comments that effectively call us liars, they seem to have overbilled us.  

The Big Green Egg issue was resolved to our satisfaction.

We would never use Vacasa as a property manager again, nor would we knowingly stay in a rental unit they manage.  As far as we can tell, there is a complete disconnect between their field managers and the main office.  We were treated warmly when we signed on with them, then treated rudely once we discontinued using their services.

 

As far as "Warm Regards" to close their letter,there are no warm regards between us and Vacasa and it is disingenuous to make such a statement to after resolving this manner so poorly.


Sincerely,

**** * *** ********

Business Response:

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.

Consumer Response:


Complaint: ********

I am rejecting this response because:

I have attached the receipt for the washer...the actual cost was $1449.99.  First, I can not understand how it can possibly be acceptable to any rational person that giving someone 35% of the value of a far less expensive wahing machine is an acceptable offer.  Second, this was not explained to us until after we had asked about the charge numerous times.  Third, we were told that Vacasa was going to pay for it.  Fourth, there is nothing written in the Vacasa Agreement about the 35% "rule".  Finally, why are we stuck with the majority of the bill for something that was not our doing at all.  There is no way that this is an acceptable resolution.

 

The $150 charge was again for something that was not our doing at all.  It was damage caused by the renter and it is up to Vacasa as a responsible manager to rectify the situation.  We should not be responsible for this.

 

And finally, Vacasa's own Agreement states that any expenditure over $100 is required to have our approval.  This did not happen in either case.  If Vacasa says otherwise, the burden is on them to prove it.

 

As stated before, I would never again have anything to do with Vacasa whatsoever.  It is one thing to make a mistake, it is quite another to ignore someone's valid complaint and then resolve to do nothing to rectify the claim.  This "resolution" is totally unacceptable.


Sincerely,

**** * *** ********

1/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have tried to terminate our contract with VACASA since November 3, 2015 and they continue to ignore me! I sent a termination letter to their headquarters, to the local property manager and to the local business manager (as was required and outlined in our contract with them) on that date. I received a "receipt confirmation" from the USPS days later but no written or oral acknowledgement of the termination from Vacasa or any of their employees/managers. We followed the contract outline of how to terminate the contract, but they continue to advertise our property on their website, still have the keys to our home and have not responded to any of my calls, emails or texts! I have called and emailed their headquarters and the property managers. They all ignore us!

Desired Settlement: Immediate verbal and written confirmation by VACASA of termination of our contract with them and removal of our home from their website and return to us of the keys to our home!

Business Response:

We apologize for this customer's frustration and confusion. When the customer reached out to Vacasa on 11/3/2015, Vacasa immediately placed a block on their home to prevent future reservations from being booked by our guests. The home is no longer available to view or be booked. It is certainly not our intention to have the customer feel ignored, and encourage them to reach out to the local property manager if they have any questions in the future (Tim T*********** @ ***** *********.


Warm Regards,


Ridwan I****

Guest Services

Vacasa

503-345-9399

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, it was I, NOT Vacasa, that placed the "hold" on my home so it wouldnt' be rented.  It was a precaution on my part and it turned out to be a very fortunate foresight as Vacasa took SO LONG to take it off their website (only after 1/8/15) that it would have continued to be booked!  Again, I, NOT VACASA as is falsely stated in their response, took it "off the market" by my own action of "owner booking" it!  I'm just glad to be done with such a disreputable company!

Sincerely,

******** *****

1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We contracted with Vacasa for a property that listed WiFi as an amenity but when we arrived the WiFi was not functional. This rental was remote so we knew we would not have cell service but without WiFi one of our party, who had to check-in for work several times a day, needed to be driven over a half hour to the nearest cell reception site several times a day. When we informed Vacasa they said they would get it taken care of. We waited two days trying to make due without WiFi causing us to spend several hours of our vacation time driving back and forth to access cell service. Calling Vacasa we found out they couldn't get ahold of the owner nor could could they provide an account number so we could try to get the problem fixed ourselves. I then personally spent several hours on the phone calling and recalling Comcast until I found an operator kind enough to try to help me without an account number. She said Comcast had been trying to reach the owner for over a month as the service problem was inside the house and affecting the neighbors as well. She said the owner was unresponsive but she would be happy to send someone out the next morning if I would wait around from 8-12. We also went outside and saw a service tag on the cable line dated over a month earlier, proving the owner knew about the service problem many weeks earlier but was negligent in maintaining the rental.

Desired Settlement: The listing Vacasa placed for this property clearly stated it had WiFi and we assumed that meant properly maintained and functional WiFi. Three of our 5 days of vacation were seriously interrupted and ruined in trying to compensate for what turned out to be intentional neglect of responsibility for this property. Our rental priced out at $500 a day and Vacasa added insult to injury by suggesting a $125 refund should compensate us for our lost time and trouble. In the very least the 3 days we paid for that were ruined because of this owner's negligence should be reimbursed and that is closer to $1500. We contracted with Vacasa and Vacasa is responsible for making this right for us.

Business Response:

We are very sorry that the guest was unable to use wifi as expected to during their stay at the home that they rented. It is certainly our intention to provide all amenities that are listed as available to the guest and to ensure that their stay is as accommodating as possible.


We can understand the frustration that comes from not having internet, especially when work is involved. When certain expected amenities are not available to our guests we do everything within our power to correct the issue. In this case, Vacasa tried to get the internet working for the guest and ultimately, as we do not own the homes that we rent, nor the utility or service accounts, we were limited in our ability to help them.  


We agree that it is fair for our guests to ask for compensation and are happy to apply a fair and appropriate refund. Standard refunds are established for certain situations and the standard refund for not having internet in a home that is listed to include it is $25 per day. This guest’s total stay was 5 nights and as a result the total refund offered to the guest was $125.00. We don't agree that they refund of $1347.45 is fair, as the guest and 3 others with them still had full access to a 2 bedroom ocean front home in *********, **.


When determining a refund, as with most industries, requests must be responded to objectively. We cannot place a higher value on the internet for this guest than we would for others, which is why we have established standard refunds for different issues.  


Feel free to reach out with any questions that you may have in the future and we with you the guest the best going forward.


Regards,


Ridwan I****


Guest Services

Vacasa.


Consumer Response:


Complaint: ********

I am rejecting this response because:

Under normal circumstances I would agree with Vacasa but the owner knew about this problem over a month in advance and it could have been avoided either by fixing the problem or by informing us of it so we could rent a sat phone.  This is not just a case of the WiFi being out but intentional fraud by the owner in the listing that cost us any sense of vacation at this property for several days.  As we have no way of holding the final owner accountable for this breach of contract we must ask Vacasa to hold them accountable.

Attached is a photo of the Comcast service tag at the residence showing a date of 10-12-15, more than one whole month before our rental.

We believe Vacasa's proposed compensation, standard or not, does not meet the standard of reasonable compensation in this particular case.


Sincerely,

****** ******

Business Response:

Thank you for taking the time to respond. Our refund policies are put in place and implemented whenever an expected amenity is not available for our guests, regardless of the reason that it is unavailable.


While we agree that it is frustrating that the internet was unavailable because of the owner of the home's actions, they were not fraudulent in their intentions. We do hold our home owner’s accountable and when a situation such as this comes to our attention, Vacasa makes the home owner aware so that they can take measures to correct the issue going forward.

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

Clearly this was fraud regardless of your choice to call it that or not.

The photo we submitted proved the homeowner knew about the problem over a month before our stay and chose to not fix the problem or inform us of the breech of contract.  

The very definition of fraud is knowing you cannot fulfill the contract you have made but not correcting the problem or informing the second party as to your inability to perform the contract.

I understand why legally you may be reluctant to admit that in writing.

If your policies do not differentiate between fraud and inadvertent service interruptions then they are inadequate and should be changed.  


Sincerely,

****** ******

1/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a house through Vacasa in August, 2015 and confirmed that a crib would be included with the rental. I confirmed this via email on 12/23/15. When we arrived at the house, there was no crib. I left a message with Vacasa. My call was returned and I was told that there was a mixup, and that a crib would be delivered the next day. We arrived home on the 27th and found that the crib was not delivered. After many messages and phone calls, we spoke to Mike W***** who promised that a $250 credit would be issued to our Visa and a crib delivered on the 28th. We arrived home on the 28th--again, no crib. After more messages and phone calls, we were told that we could go purchase a crib ourselves at a Walmart some 20 miles away. My husband drove in the snow to purchase the crib. I was also promised a credit for this purchase. To date, my credit card has not been credited for either amount. In all, there were 18 phone calls totaling 1 hour and 19 minutes. Vacasa never followed through on their promises. Our vacation was repeatedly interrupted by phone calls. One employee named Stacey behaved in a particularly unprofessional manner on 12/28, calling my husband a "horrible person" and telling him that she was very busy and could not be expected to solve his problem "instantly"--even though Vacasa was first notified of their failure to provide a crib as promised on 12/26 AND failed again to provide the crib as promised on both 12/27 and 12/28. On 1/2 Mr. W***** responded to my email confirming that I would receive a credit for $250 plus the cost of the crib, $74.76; he promised to get back to me saying, "It shouldn't be long." He has not contacted me since. I have copies of all emails if you would like them.

Desired Settlement: I would like the credit as promised for $250 and reimbursement for the portable crib of $74.76.

Business Response:

We are sorry to hear that this guest did not have a crib delivered prior to their reservation as they were told. Vacasa does not offer cribs as a standard amenity in their homes and it is up to the owner of the to provide one for the guests staying at their home. In this particular guests case, they had asked for a crib, and the owners of the home had agreed to purchase one for them. Unfortunately, for their own reasons, the owners did not follow through with their offer to purchase a crib for these guests reservation.


In a situation such as this, Vacasa will do everything we can to accommodate a guest's requests, especially if a prior expectation was set. A generous refund of $250.00 was offered by Vacasa as compensation for the frustration this guests faced from not having a crib as expected, having to purchase one on their own, and having to spend so much time with our guest services line. Vacasa also offered to refund the cost of the crib ($74.76).


When Vacasa attempted to refund the guest on 12/27/2015, the guest informed us that their card number had been changed. Vacasa can only return funds to the original card that was used, so we were only able to refund this guest via check. A check was sent to this guest on 1/5/2016 for $250, and another check for the cost of the crib ($74.76) is in queue for our finance team to send to the guest. They should receive both shortly.


In an attempt to offer this guest an amenity that the home did not originally offer, we unfortunately left this guest frustrated. We apologize and wish this guest the best going forward. Feel free to reach out with any questions that you might have going forward.


Warm Regards,


Ridwan I****

Guest Services

Vacasa

503-345-9399


Consumer Response:


Complaint: ********

I am rejecting this response because:

Vacasa's response epitomizes what is wrong with this company--they are dishonest and refuse to take responsibility for their failures.

1.  Vacasa blames the owner for failure to provide a crib. 

The fact is that in August and December, prior to our arrival, Vacasa confirmed that there was a crib at the rental property. In my conversation with their representative after arriving and finding that there was no crib, I was informed that the owners had approved the purchase of a crib.  I was told that there was a failure on Vacasa's part and that one would be delivered the next day.  Vacasa, not the owner, never followed through on their repeated promises to deliver a crib once notified of the problem.  I can accept that there was a miscommunication between the owner and Vacasa prior to our arrival.  I cannot accept Vacasa's repeated failures to remedy the issue.

2. The refund.

I would not categorize the refund as "generous."  You cannot put a value on a nights' sleep, but I assure you that $250 is trifling when you consider that my daughter, son-in-law and their infant son lost sleep for two consecutive nights. Couple this with the repeated interruptions of our vacation, and you will see the $250 is an insignificant compensation. Please note that we were not compensated for our time or fuel cost when we were forced to drive to **** **** **** to purchase the crib ourselves.

Vacasa was provided with our new credit card number.  This was confirmed via email, and we were told to expect the credit to appear on our statement within 3 to 5 business days.  It was only after continued contact with Vacasa that I was informed that they would need to send a check.  A check for $250, which does not include the promised reimbursement for the PacknPlay, arrived.  My emails regarding reimbursement for the PacknPlay have been ignored.

We will never rent a property managed by this dishonest and incompetent company again,

******** *****

 

1/13/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: As with many of the other complaints, I made a vacation rental for ******* ***** ********** (https://www.vacasa.com/unit.php?UnitID=****) on September 2015. I paid for the rental, my credit card was charged. On the day of arrival, when I called for check in information, they informed me that my reservation had been canceled on November 24th via an email. Needless to say this experience ruined our vacation plans which I purposely made well in advance. This is not a reliable company. I travel extensively and have never had this experience. This company should be out of business. They offered me no compensation for my loss of vacation and time off work etc, not to mention the heartache of my family.

Desired Settlement: compensation for lost time off work and vacation time.

Business Response:

We are terribly sorry that the guest was unable to stay with Vacasa during their vacation. While it is extremely rare, when extenuating circumstances prevent a home from being rentable to a guest, Vacasa takes every measure possible to relocate them to a comparable home as soon as possible. Unfortunately, with this guests case, Vacasa did not manage and other homes  in the area this guest intended on staying, for the dates of the original reservation.


As soon as the homeowner informed Vacasa that they would not be able to honor this guest's  reservation at their home, Vacasa began searching for alternatives. Upon discovering that there were no other homes available for these guests, Vacasa refunded the reservation in full to allow the guest ample time to secure alternative accommodations.


The initial email regarding the cancellation and refund was sent to the guest on 11/23/2015 @3:59 PM PST. The email was sent to the same email address as listed on this BBB complaint. In combination with the refund of $1986.44 reflecting the guests bank within 2-5 days of the refund being initiated, the guest had notice of the cancellation. This occurred over a month before the reservation start date. The guests request for an additional $1000.00 to be refunded on top of the $1986.44 refund that Vacasa provided for the full cost of the reservation will not be honored.


The body of the email is included below:


To: *************************

From: Vacasa <vacasa+ridwani@vacasa.com>

Subject: Reservation # ****** for **** ********** Condo at ***** *****

Date: November 23, 2015, 3:59 pm

Hi ********,

I hope that this message finds you well. I wanted to reach out to you to let you know that I have some unfortunate news regarding your reservation for **** ********** ***** ** ***** ***** from 12/30/2015 to 1/3/2016. The owner recently contacted Vacasa to inform us that they will not be able to rent their home out for those dates due to unforeseen circumstances. Vacasa tries everything in their power to ensure that a guest can stay at the home they rented and in the rare chance that they cannot, we generally find them alternate accommodations with another Vacasa home. Unfortunately, there are no other homes that we manage in the area that you are staying. As a result, I have initiated a refund of $1986.44 for the entire amount you paid for your reservation and you should see it reflect your bank in 2-5 days. I'm so sorry that I had to share this news with you and I hope that you are able to find alternate accommodations elsewhere. If you have any questions you are more than welcome to reach out and I hope you the best going forward.

Regards,

Ridwan I

Vacasa

www.vacasa.com

(503) 345-9399


Vacasa

www.vacasa.com

(503) 345-9399


Feel free to reach out with any other questions that you might have.



Best Regards,


Ridwan I****


Guest Services

Vacasa.

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This company rented me a disgusting, unlivable house for 600.00 per night. The place looked absolutely nothing like the pictures posted on their website. From the moment I walked in, I was taken aback by the dirty and dingy appearance of the place. Light bulbs were missing, the couch was worn and torn, the carpets were missing chunks of pieces and were badly stained, the dish washer was loaded with dirty dishes, the kitchen sink looked as if it had been washed with dirt, paint chips were peeling off the walls, the handrail and one of the kid's bunk beds and the lock on the patio door did not work which left me concerned for my family's safety. In addition, I am almost certain the house is contaminated with asbestos and toxic mole spores. The house VASCA.com rented me was in no condition for any family to stay in, especially a family with young kids. I no longer trusted this company's properties. I couldn't call them because they were closed (I picked the key up from some guy who was sitting in the lobby of their building at night) I called to complain the next morning but they were closed. I left a VM. When they called back, I spoke w/ Roxanne who asked me to send a list of complaints - which I did and I included many pictures. She is Tim T***********'s asst. Christmas morning, Roxanne emailed me the bad news, VASCA was only willing to refund $300.00 of my $2,900. payment. Via email, Roxanne also admitted they were not aware of the intolerable issues prior to renting the house to me, which means, they falsely advertised their product. She even confirmed my complaints were being addressed and acknowledged they rented me a property whose condition was not in top condition. She also apologized for the huge inconvenience my family and I endured in a strange town, during busy season as we tried to find another place to sleep at 10pm, in the middle of a snowstorm - but still, no full refund. I am suing them for false advertisement and environment endangerment.

Business Response:

We are terribly sorry to hear that the guest was unhappy with the home that they rented with Vacasa. While we certainly understand that each home that we rent is unique and each home owner has given their own level of attention to their property, Vacasa maintains a standard of all the homes that we offer to guests.


If a guest arrives to a home that is not ready, or has concerns about the property that they are renting, we do everything within our control to address any concerns that we are made aware of. Vacasa records all calls made to our guest services line for training purposes and I show no calls from this guest on 12/19/2015 (the day of arrival). Vacasa guest services are open from 4AM - 11 PM PST.  The first call that I show from the guest is on12/20/2015 at 12:20 PM, during which that they left a voicemail letting Vacasa know that they had left the home. A Vacasa representative called the guest back on 12/20/2015 to hear out the guests concerns.


The Vacasa representative offered to have the property manager address any of their concerns, but the guest had already left and found alternate accommodations.


After investigating the guests claims, the Vacasa representative offered this guest $300, which is fair considering the issues that they outline. There were not conditions that would have warranted the departure of a home and Vacasa would have had our property manager correct the conditions that they were uncomfortable with.


The guest has already disputed the charge with their credit card provider and Vacasa is contesting their dispute to have a refund larger than the aforementioned $300.00 refund already provided. We hope this guest enjoyed their vacation, regardless of whether they stayed with Vacasa or not, and with them the best going forward.

Ridwan I****
Vacasa Guest Services 

 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
This case has been resolved.  My full payment has  been returned.Thank you. 




Sincerely,

**** ****

1/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I checked into Vacasa's rental property in South Lake Tahoe (****** ***** ****** ) on 12-27-15. The cabin was filthy, including dirty sheets from previous tenants, human & pet hair, pubic hairs and fingernail clippings. I called the local management number. Dionte from Vacasa's Oregon office, called me back, took my complaint and promised to look into it. The sheets had so much hair; we were forced to sleep on top of them with our own blanket. We had to clean the bathroom and kitchen with soap/water/kitchen towel. On 12-28, I called Vacasa 8-10 times (no one called me back as promised by Dionte) to get someone to clean & bring us new sheets. We ended up buying cleaning supplies and sheets fromantic Ross. Finally at about 1:00pm, Jasmine at Vacasa returned my call. She said their housekeeper quit and walked off the job but did not complete her tasks of cleaning our cabin. She apologized, promising to compensate us, including refunding our $75.00 cleaning fee we paid upfront. Not until 4pm that day did they send a housekeeper out, who did some cleaning and brought clean sheets. Alicia stayed for about an hour (normal cleaning time is 4 hours according to Vacasa. ) As of 12-30, no one from Vacasa has called to see if we were ok and happy with the cleaning. But most importantly, nothing has been refunded to credit card. I feel that being forced to sleep on a strangers used sheets was a serious health risk for us. This was supposed to be a fun vacation for us yet turned into a very frustrating and disappointing experience. The way Vacasa handled the situation was unacceptable due to the lack of response and how long it took to rectify the situation. Also, they did not honor their contract with me which stated the cabin would be cleaned and I would be charged an extra $75 for cleaning and $100 for our Pet cleaning fee. .

Desired Settlement: Refund of all of our cleaning fees of $175.00 since my husband and I were forced to clean our own cabin.

Business Response:

We are terribly sorry to hear that the guest arrived to an unclean home. It is absolutely not our intention for them to have had anything but a perfect vacation and Vacasa does absolutely everything that we can to ensure our guests have a relaxing and trouble free stay. While it is rare, there are certain times where logistics may not play out exactly as planned and something might go wrong. In this case, a housekeeper that was scheduled to clean the home had quit without providing notice, which left the home that these guests stayed in uncleaned.


We certainly appreciate the guest reaching out to us to let us know that they had arrived to an unclean home and sincerely apologize for the time it took to have the problem rectified. It was absolutely not for lack of trying, as we had every able person helping in our guests services line. Unexpectedly severe weather in many of our markets lead to power outages, road closures, hazardous situation and many other call drivers, which in combination, placed a heavy burden on our guest services team.


We can assure you that if we had been able to help this guest sooner, we would have certainly done so. We are sorry to hear that the guest never received the initial refund of the $75 cleaning fee. We have resubmit the refund, with an addition of the $100 pet fee (not initially offered to the guest), for a total refund of $175 that the guest should see in 2-5 days. Please feel free to reach out with any other questions that you might have going forward.


Best Regards,


Ridwan I****


Guest Services

Vacasa.


Consumer Response:


Better Business Bureau:

Thank you for helping to mediate this situation of my complaint ID ********.

First, I accept the resolution of Vacasa to refund my requested cleaning fees of $175.00. I checked with my bank yesterday and there is no record of an attempt to credit my card. I spoke with so many different Vacasa employee's during my vacation and it was never made clear as to what my compensation would be. There was nothing offered that was set in stone, nor did I receive a call back after I checked out 1-1-16 and left a detailed message, requesting this information.

Secondly, I highly suggest that the BBB make a thorough investigation of Vacasa and its business practices. I see that they have been awarded the 2015 BBB Award for Excellence. A few days ago I looked up Vacasa on the website Yelp (it never crossed my mind to do this prior to booking my trip) and I was shocked to see the number of complaints they had against them. I counted 40 one and two-star reviews in the last two years alone. Strangely, some of the complaints are similar to ours  - poor response time, no response, dirty ******/rentals, breech of contract and rental properties not as described online by Vacasa. I would imagine that this would fail to meet the high standards of the BBB.

Also I wanted to address a few of the Vacasa spokesperson's claims. Years ago I learned in college that excuses are "monuments of nothingness." Vacasa is a large company and should be equipped to handle all crisis situations as well as the expected inclement weather for December. I checked the weather for Portland, OR (base for Vacasa) during my vacation and it was nothing out of the norm. Jasmine, the Vacasa employee who finally was able to help me 12-28-15, said the reason it took so long to get a housekeeper to clean our cabin was because they were short staffed for the holidays and the supervisor in Lake Tahoe wasn't aware for some time that the cleaner assigned to our cabin quit. In my suggestion to Vacasa's Customer Satisfaction email, I said they should consider that all new employees be subject to the standard business practice of a probationary period (the housekeeper had been on the job one week.) This may help to alleviate future issues and guests having to experience the nightmare we had to endure. I have worked in public relations and becoming defensive and blaming the customer is definitely not a way to win customer satisfaction. Vacasa should be more customer service friendly and not imply that they are doing me (or anyone else with similar issues) a favor by refunding my cleaning fee. This is the least they could do. I would be happy to show the BBB my video and pictures of the dirty cabin and sheets.

I look forward to receiving a credit for the cleaning fee of $175 in a timely manner and I do hope that the BBB takes a deeper look into Vacasa and its questionable business practices in dealing with its customers.

Sincerely,

**** & ****** *****

12/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the end of September / beginning of October we have reserved, paid and secured a cabin for the New Years Holiday in the ***** **** ***** Area. A month later after the reservation was made, Vacasa notified us that they will cancel our reservation. We have already spent over $5,000 in flights and other expenses. In addition to that, we can’t find anything to rent in the same price range, everything doubled in price or more.

Desired Settlement: A month later after the reservation was made, Vacasa notified us that they will cancel our reservation. We have already spent over $5,000 in flights and other expenses. In addition to that, we can’t find anything to rent in the same price range, everything doubled in price or more.

Business Response:

We are very sorry that Vacasa was unable to honor this guest’s reservation. We certainly do our best to ensure that all the guests that book with Vacasa are able to stay at the homes that they rented. Albeit 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 accommodations. We 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 help. They were sent homes available on ****, ******* and ******. 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 10/31/2015.  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 reservation. Vacasa is not liable for the additional costs. In 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 guests. We offer other homes in our portfolio when they are available, often providing reasonable upgrades at no additional cost to the guest. If 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 refund. Even 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 websites.
Unfortunately, no homes in Vacasa’s portfolio were available in our around the same area during the reserved dates. Upon 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 accommodations. Vacasa 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 amenities. At 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 cancellation. Vacasa notified this guest more than thirty days before the scheduled check-in date that extenuating circumstances had made this property unavailable and that Vacasa had no choice but to cancel this reservation and issue a full refund. This left the guest with more than 30 days to find alternative accommodations, which Vacasa took every reasonable step to facilitate. Any 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

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have attempted to terminate my contract with Vacasa but have been ignored. I have sent two written, signed letters requesting to terminate the contract and have also emailed a scanned, signed copy of this request. Vacasa continues to advertise our property on their website and is holding on to $500 of our money as a reserve for repairs.

Desired Settlement: I would like for Vacasa to stop advertising my property and for them to refund the $500 of ours they are holding in reserve for repairs.

Business Response:

We are sorry to hear that this owner feels that Vacasa has not honored their request to terminate their contract. This is actually being processed, and has been since 12/4/2015. If you looked at Beach Drive Retreat on Vacasa.com you would see that the home is not available ( https://www.vacasa.com/unit.php?UnitID=****) to book new reservations. We have the listing available on Vacasa.com so that the guest that booked in September 2015 for a stay in July 16-23, 2016 has access the home information if need be.

When the owner signed the contract with Vacasa, they agreed to accept reservations for up to a year in advance. Also to honor any reservations that exist if they choose to terminate their contract.Once we received the request for termination we block out any open dates, to prevent any new reservations as we did with this owner’s home.
Vacasa is simply asking that the owner fulfill their agreed upon contract with us.

I have followed up with the general manager regarding the $500.00 dollar reserve, if this owner logs into her owner page at the bottom she can actually change that reserve to zero and depending on the date she does this she will get credit on the next owner statement.

Sincerely,

Colette R


Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I only wish that someone had communicated this information to us when we originally made this request.

Sincerely,

********* *******

12/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a reservation on December 3, 2015 to arrive December 15, 2015 for the rental of a house on the beach. My purpose is to have a mini vacation and look at property for relocation/investment purposes. I started looking for rental units for myself and my dog two weeks before Thanksgiving and found a house through this company. I kept watching its availability, which stayed wide open during the dates I was looking at. I decided December 3 to go ahead and do it as my business was covered. I have a few friends that live in the area and when I notified them on December 8, 2015 I was coming they informed me of the weather the whole state of ****** was experiencing and highly suggested I not travel as the long range only showed it getting worse. (Hail in **** *****) Since I travel alone and several of the roads are not big highways, I decided this was not such a great idea. On the 9th of December I contacted Vacasa to inquire about cancelling and got a generic reply that I had to cancel 30 days prior to arrival (impossible) and since I didn't purchase $60 trip insurance (which would not have paid anything anyway according to my attorney) there was no refund. My attorney questioned the lack of cancellation information on reservations made only 12 days prior to arrival. Again I contacted Vacasa about cancelling 5 days after I made the reservation and only 12 days prior to arrival. I got the same message. 30 day cancellation prior to arrival and I didn't purchase trip insurance. I do not believe the last minute cancellation of a last minute reservation is impacting them but since I have been in the same business for 30 years (a little more forgiving) I asked about a refund of the PET FEE, HOTTUB FEE and CLEANING FEE since my dog won't be there, I will not be there to use the hottub and no one has to clean since neither the dog or I are going to be there. Same response...30 day cancellation prior to arrival and trip insurance not purchased.

Desired Settlement: I would like my card credited the $333.16 worth of fees (pet, cleaning and hottub) that are not going to be incurred because of my cancellation. Their cancellation policy is non existent when it comes to making a reservation 12 days prior to an arrival date (makes it impossible to give them 30 days notice). They are not going to incur any of these expenses so therefore they should be refunded. If they feel they may have lost rent then so be it (although it sat empty the week I was looking at for almost two weeks, so I would doubt that)

Consumer Response:

Thank you. They advised me today they will refund $275.00.

12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented this propert for my daughters bachelorette party. The house was rented on the premise that everything was in good order, the girls got the house and could not use the lock box to get in the housekeepers came and broke the lock box open which took over 2.5 hours to do before they could get in then the pool was broken did not send someone out until late Saturday to fix could not use spa, the house was decent although they have major design issues with the dish water that drains all over the counter never in the sink also all the smoke detectors had no batteries in them which is against the law.

Desired Settlement: I do not think we should have to pay a cleaning deposit also one night credit doesn't cover the aggravation we had to deal with when this was a once in a lifetime event. Very disappointed in the customer service with Vacasa they do not respond very quickly to complaints

Business Response:

I am so sorry to hear that this guest was unable to get into the home right away and the home was anything short of perfect. We certainly appreciate the guest working with us to try and help resolve all the issues that they faced during their stay. At Vacasa we certainly want all guests to have effortless, relaxing and memorable vacations in the homes that we rent, however, as with any industry, there can be problems that arise from time to time. Given that this guest was inconvenienced, we certainly agree that compensation is due to them. When we originally offered and refunded $375.00 to the guest, being over a third of the reservation total, it was what we would consider very fair compensation for the trouble faced. I have refunded an additional $100.00 as a courtesy to this guest and they should see it in 2-5 days from the time of this writing (11/25/2015). We wish them the best going forward and a happy holiday season.  

Best Regards,
Ridwan I****
Guest Services


11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Rental ************** ******* City 5/25/25-(3nts).On arrival, smoke det beeping and house very dirty. Co.called.Pat R*** came-replaced batteries. Told us cleaning co would come back the next day to re-clean.Waited all day and they did not come Multiple calls to Vacassa on 5/26,office staff said someone would call me back & no one did.The following not cleaned-countertops, residual food in microwave, ref, freezer&trash can, dirty floors (all white socks turned black), BLACK mold on FR ceiling and lower BR walls, food on grill grates, moldy/mildew smell on entire lower level, 5th BR bunks moved to "garage" with pool table-no blinds or curtains in this room and it had a door with a window, hot tub-some jets not working and would not maintain temp (88 degrees), comforter with paint on it, torn bedskirt, thick dust on all baseboards & top of refrigerator, broken vanity door (fell on son's foot when opened),black fingerprints on bathroom door.Cleaned the house ourselves. I finally spoke with B.P******* on 5/31 after assertively responding to her email. They offered to refund $180. I declined and wanted to speak with management. I waited over a month, on 7/4 she called back(after I emailed her again). I still wanted to talk to mgt. and she told me she would pass my concerns along. On 7/7 I received email from Brittany ceasing all further communication with me. Every time I asked to speak to a manager they said one would have to call me. I never received a call,email or spoke to a manager on any of the occasions which I called Vacassa.I sent photos of all the above listed "issues" with this rental to them. Three persons in our family have asthma which was exacerbated by the BLACK mold -they could not use the downstairs bath or FR to watch TV or sleep on the sofa bed.So essentially, this was a 4BR house (not 5BR) and the sleep sofa could not be used,and 2bath not 3bath, with NO hot tub.Not exactly what I paid for! And 1 entire day was wasted-waiting for cleaning co to come

Desired Settlement: For the following reasons I am asking for a full refund: 1. Managements lack of concern with these issues, refusal to speak with me directly and come to a resolution, their untimely attention to my calls/emails. 2.One day of my vacation waiting for cleaning co to come back. 3.Health issues my 2 daughters and sister had to endure because of all the dust and mold. 4.Lack of 5th bedroom even though this was advertised as a 5bedroom house and the sleep sofa could not be used because of the mold. 6. Could not use the hot tub because it would not maintain temperature. I feel that due to my numerous attempts to speak with Vacassa's management team, my attempts to come to a resolution with this company long ago, my loss of one vacation day, having to clean this house ourselves, and the increased health issues, this is very much a justifiable request. I will be very happy to provide the BBB my photos and correspondence (including Brittany P******** emails) which I have already sent to Vacassa.

Business Response: The guest checked into the home, as planned on May 25th. Upon check in, the guest called and spoke to John M, one of our Operations Coordinators, to advise that they were not pleased with the home’s cleanliness. At this time John offered to dispatch a housekeeper to the home. The guest declined our offer of additional house keeping. No further arrangements were made in this matter.  Our local property manager did go to the home to replace the battery in the smoke detector but states he has no memory of telling the guest someone was coming the next day, nor did the guest call our office the next day to seek assistance. On May 27th  the guest did contact Vacasa in search of compensation. Normally when our guests decline our services during their stay we refuse any form of financial compensation. Brittany H and I both reviewed this matter in detail. We did take into consideration that they were unhappy with the housekeeping and, despite declining our offer of housekeeping, we refunded $180 which is the price paid for the cleaning fee. We did not consider the lack of curtains in the 5th room to because we would never refund for such an issue. We considered only the housekeeping and inconvenience of expecting housekeeping to arrive on the 26th in settling on the fair and reasonable amount of $180. As this was our firm final offer the guest’s requests for someone higher than Brittany were disregarded. Brittany’s team of Operations Coordinators has the final word on refunds and there was no manager to escalate this to. It was myself who advised Brittany to cease communication in July after we had made ourselves very clear that the $180 refund was for any and all complaints with the home. We consider this matter resolved and regret that the guest is not happy with the compensation they have been given. They lodged in the home for the duration of the reservation and are entitled to no further refund.

Consumer Response:
Complaint: ******** I am rejecting this response because:
Patrick R*** was the property mgr. that came to replace the smoke detector batteries. He agreed with the uncleanliness of the home and said "if this were my property it would not be like this". We asked due to the lateness of the hour if the cleaning crew could come back the next morning and he agreed they could and would. He also asked me to send him an email with all the problems and he would forward it to the correct party. I did email him (including photos) the next day. I also did call Vacassa and gave my story to the woman who answered the phone. I received no retun call and phoned two more times - getting disconnected once and leaving a message the second time. Still, I did not hear back. Feeling I had already wasted enough of my vacation time on this matter, I waited until I returned home to try to contact Vacassa again. I will be more than happy to share again with you the photos and also my phone records, or you could just check your phone records (my cell number is **********) and you will find I DID CALL!. Also, what about all the other problems with the house that you have not addressed...the mold, hot tub partially working, moldy lower level, fifth bedroom moved into the game room, etc. please review all my complaints that you have not touched on. I have documentation so deceit is not an option here. And by the way, please identify yourself when corresponding with me. Thank you,
Sincerely, ***** ********




*****

Business Response:

We are sorry that the guest did not receive the refund check in the mail. I have contacted our finance manager and had a separate check sent out. Although the check was initially sent and we cannot say why the guest never received it, to appease this already frustrated guest the new check is for $225.00. I hope the guest the best going forward and they are welcome to reach out if they have any further questions. 

Best Regards,

Ridwan I.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ********

11/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a place in *****, ************* on Vacasa's website. When we arrived we discovered that the unit was a basement unit with ceilings that were barely over 6' height. The windows looked out onto the underside of the upper unit's deck. The small lawn you had access to, had not been mowed and was up to my mid calf. The place had an odor, It was late and we were exhausted. We called Vacasa and stated our problem they said they did not have a policy that covered our complaintwhen we mentioned the ceilings and would need to have a representative call us back. When we were called back and I stated our delima the gentleman said he would do some investing and call us back. We were told that the property management stated that the ceilings were a standard ceiling height. I ask if a representative from Vacasa could verify this and they could not as they were in ********, ******. None of the other complaints were noted. I ask for help locating a place to stay After so much time as it's now approaching 9:30 pm. from shear exhaustion, I said I wanted to at least have some dinner & hung up. So, the end all was that Vacasa had no policy to cover our complaint, could not verify the complaint, & only noted (1) complaint. But they were very clear on a no refund policy. I tried disputing through my credit card and the merchant stated services were exactly as described, merchant mentioned cozy one bedroom, but never mentioned ceiling heights that are being disputed. So, by omission you can deceive people and none of the other complaints were addressed. We had to spend $242.43 to stay at the ***** ********** ***** and were also charged $370.51 by Vacasa. I travel & vacation rent 5-6 times a year and have never encountered such a lack of professionalism & service. Why would anyone exhausted from traveling actually walk away if the accommodations were satisfactory in a place they were unfamiliar. Really!

Desired Settlement: I am requesting BBB contact Vacasa management. I do not want to deal with the company directly as it is obvious that the staff is under qualified and have no sense of urgency, professionalism, or the tenacity for the service industry. I want a full refund due to the loss of vacation events and vacation time. The night we arrived we were unable to find a place to stay until after 10pm because of all the time we spent on the phone trying to get help from Vacasa in a place that was totally unfamiliar to us. We missed our next morning scheduled trip to tour Boston due to trying to locate other accommodations for the next night. I have pictures of the unit & ceilings heights but never dreamed it would go to this extreme so I don't have the grass height or a way let you smell the smell.

Business Response:

We apologize that this guest was not pleased with the accommodations that were provided by Vacasa. Upon further review of the reservation and listening to the recorded calls with this guest, it shows that Vacasa acted fairly, well within policy and did not misrepresent the home that this guest rented.

Before calling this guest, the Vacasa representative that spoke to them verified with the local property manager that the ceilings are to code and, although very slightly lower than a standard ceiling height, provide plenty of clearance for our guests.

The ceiling being too low is not a complaint that has been brought up by any other of the many guests that have stayed in this home and the home is rated well (4 out of 5 stars) on our website, with an exception of this guests 1 star review. The odor is also a unique complaint. the home and its reviews can be viewed at the following link for reference: https://www.vacasa.com/unit.php************

The Vacasa representative that spoke to the guest offered to search for hotels on their behalf, by their request,  since the guest was adamant that they would not like to stay in the home and did not have a way to search for hotels themselves at the time. While searching for hotels, the guest stated that they would like to assume their dinner and the Vacasa representative offered to email them results of the search for hotels, as Vacasa did not have any homes that they manage that were available to rent at in the area at the time. The guest said that they could not check their email, and Vacasa would have to text the ***** address to the guest. As with most businesses, Vacasa is not set up to text message information like this to guests and because of that the Vacasa representative offered to expedite the search for a ***** so the guest to resume their dinner plans. The guest chose to hung up on the Vacasa representative as they were searching for a ***** as a courtesy for the guest.

We are sorry that this guest felt compelled to leave the home due to its properties, but this is a unique circumstance to this home and other quests have not had the same complaints. While it was obviously a real enough issue to this guest, there is no justification to have moved or refunded this guest for the reason that they were upset. We certainly hope that they otherwise enjoyed their time in ***** and wish them the best going forward.

 

 


11/17/2015 Billing/Collection Issues
11/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 9/28/15- 10/2/15 We rented a home through Vacasa rentals for our honeymoon. When we arrived at the property we found that many amenities that were listed with the home were not available. These included: A queen size bed, a second flat screen TV, DVD Player, **** **** working hot tub. We contacted them multiple times during our stay to address the issues and non could be resolved. After our stay we were sent an apology e-mail and given $100 off. We advised them they were listing the property under falsely and tried to get someone to look at the property while we were there but no one cared. Today the property is still listed with amenities that are not available.

Desired Settlement: We would like them to list the property correctly so that they do not mislead other people and we would like a full refund for our stay for their poor customer service and false advertisement.

Business Response:

I am sorry to hear that the guest was not pleased with the home they stayed at. I contacted the local property manager regarding the guests complaints and many of them are unsubstantiated.

There is in fact a queen sized bed in the Master Bedroom. Our website specifies that “If you're staying in the master bedroom, you'll have private access to the outdoor deck and a comfy queen bed. The other bedroom has a set of twin bunk beds” . I had our property manager confirm that the Queen sized bed is still in the Master bedroom.

There is no indication of a second flat screen TV. The pictures on our website show the same TV in two separate photos. It seems clear that they are the same TV, as the photos both show enough of the surrounding area to determine that it is the same spot. Furthermore, our description of the home does not mention two TV’s

The DVD player is not available in the home during the guest's stay and had to be replaced.

There is no **** listed as an amenity, nor is there mention of one in the phones description. There is a photo of a ****** camera unit and our property manager was unaware of what it was, so it remained on the website. I can understand the guests confusion regarding this given the photo of the ****** camera unit.

We did confirm that the Hot Tub was not working during this guests stay, and we were unable to get a spa repair person out to the home to fix it. Out property manager did do out to reset the control panel to see if that would correct the problem, which is as much as they are able to do without a Spa repair person. I am unsure why they claimed that Vacasa did not do anything to help them with this matter.

We did refund this guest $100.00 for the hot tub and DVD player, which is what we would consider a fair refund. I will offer an additional $100.00 refund to the guest as good will for the matter, but it is unreasonable for them to expect that they should be refunded in full and have stayed at a 2 bedroom home on the Oregon Coast for free. They will see the refund reflect their card in 2-5 days. Please reach out with any other comments or questions.

Best Regards,

Ridwan I****
Guest Services

11/2/2015 Problems with Product/Service | Complaint Details Unavailable
10/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I file this complaint with Vacasa a company that passes by cheating others. I paid 1,0000 for two day rental with them and what was promised was not there. I was told by three employees that refund would be given too me, but lack of payroll for employees they decided to argue and debate with me.

Desired Settlement: RETURN MONIES THAT ARE DUE AND STOP TAKING ADVANTAGE OF HARD WORKING FOLKS.

Business Response:

I am  very sorry that this guest feels the way that they do regarding Vacasa. I was unable to determine the reason that they are upset based on the information presented in this complaint.

Upon reviewing the guests reservation with Vacasa, none of the 4 reservations that this guest had with us amounted to $958.00.

There is a reservation that I show in which Vacasa refunded $325.33 to this guest by request of an operations manager of the area that this guest was staying in. This is more than Vacasa would traditionally refund for the issues that the guest faced, but the operations manager insisted that the refund be higher because of the guests personal circumstances.

The Guests most recent reservation, from 10/08/2015 - 10/10/2015, was refunded in full ($938.97). The guest called in to let us know that the internet was not working at the 4 bedroom home that they stayed at in the North Lake Tahoe Region. Because they were there to work, the internet was an integral part of the guest's stay according to them. As a result of their verbal abuse and Vacasa choosing to no longer engage with such behavior, the guest was refunded in full to cease communication with the guest. Although Vacasa does not believe that it is fair for this Guest to stay in a 4 bedroom home in a desired location for free, we have to draw the line at some point in respect for the well being of our employees.

In summary, Vacasa has been more than fair to this guest and I am very unsure of what they would like up to do, on top of the excessive refunds that our company has already granted to them. Please reach out with any other comments or questions.

Best Regards,

Ridwan I****
Guest Services


9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We checked in at midnight on September 17th to a very unclean unit at ******* **** ****. The rug was covered in debris & pine needles and had clearly not been vacuumed. The stairs were covered in debris & had clearly not been vacuumed. The remote batteries were dead. The back deck light was burned out. The fireplace would not turn on. There was a terrible smell/odor at the bottom of the stairs. There was some disgusting green gunk on the wall. There was a vacuum and a broom left out in the middle of the kitchen area. The next morning we called the number on the information packet to request service to our unit. I left a message at 9:30 am requesting a call back ASAP because were going to be gone most of the day, no response. Left another message at 10:30 am, no response. They finally called back at 11:30 am when we were already on the way to the wedding. They told us that the cleanliness & smell complaints weren't true since the property manager had been there the day before. (If you refer to past reviews online other people have complained about both the awful smell & not being able to get the fireplace to turn on). And then since we didn't want a stranger in the unit with our valuables when we were gone, they said there was nothing they could do. They did not offer to come at a different time or day when we were home. The only instructions they gave us on the fireplace was to turn it to zero, then turn it back on. There is no way to turn the unit to zero, despite 4 adults trying for hours, it wouldn't work. I told them I would e-mail photos of the cleaning issues, which I did & didn't get a response. Now that we have checked out, they are saying that we didn't report the issues in a timely manner (not true) and that we didn't send photos (also not true). They have offered us a $75 check, which is totally ridiculous.

Desired Settlement: We have requested a full refund of the $97 cleaning fee and a $100 refund for our stay.

Business Response: We are sorry that the guest arrived to a home  that was anything short of perfect. I am unable to locate the pictures that the guest sent but imagine that they did send them at the very least. Although it is more than generally offered for a scenario such as this, we have mailed a check in the amount of $197.00 to the address we have for the guest, to put this matter to a close. This is in place of the $75 check and not in addition to it. We wish them the best going forward.

Regards,

Ridwan I****

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* ******

9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our family of seven rented the ****** ***** ***** located at **** ****** ***** **** in Coeur d'Alene, ID checking in 9/4/15 and checking out 9/7/15. Confirmation #******. When we rented this vacation home from Vacasa we wanted nothing more than to check in, have a fun filled four generation family get together then check out. Sadly that wasn't how things turned out. Saturday 9/5/15 we reported fireplace and plumbing issues. From our initial call it took 8 hours for Vacasa to arrive to fix. While there fixing these items two smoke/fire detectors were installed. At our request, alternate Vacasa rentals were provided as options to move however with the plumbing issue supposedly fixed and the fact that we had a 95 year old in our party of seven we opted not to move. That evening my 20 year old daughter fell down the stairs which we found out were in code violation by not having a light above the stairs with a switch at the top and bottom. The only light semi above is a skylight that of course only provides light during sunny daylight hours. When Vacasa was onsite they were also advised that there was not a vent over the stove. There is a window however it only opens from the top meaning you must lean up and over the oven to unlatch the window. The house is on a steep cliff. The upper deck has an inadequate barrier to keep someone from falling and the top and bottom of the barrier (yellow rope) is approximately 8 inches well over the 4 inch maximum to meet safety code. Furthermore the lower deck has wire that is 4 inches however it is so flimsy that it likely doesn't meet code. Lastly the house does not have a carbon monoxide detector which is required with the natural gas fireplace (which had a broken ignitor known by the owners so Vacasa had to manually light the pilot light). We are extremely disappointed that we were rented a vacation home by Vacasa that had so many issues including safety violations that put our family at risk. That is unacceptable!

Desired Settlement: Vacasa has offered a $575 refund plus 15 percent off a future stay which we have declined. Note that on Saturday, 9/5 we had initially asked for a refund of only one night which was verbally agreed over the phone with Roxanna however due to the fact that issues continued into Sunday, 9/6 and ultimately throughouy our entire stay checking out Monday, 9/7 we ammended our request for a minimum refund of two nights up to a full refund of all three nights. Why do we feel entitled to this refund? Due to the fact that Vacasa has a duty and obligation when renting out vacation homes to ensure that they meet minimum standards (i.e. this house has plumbing issues in both bathrooms the one you get a scalding hot shower which could cause a serious burn and the other you get 2-3 minutes before it turns ice cold) and most importantly to ensure there are no safety issues. Our family was rented a vacation home by Vacasa with safety issues. Vacasa needs to not only refund but ensure to fix issues.

Business Response: We are very sorry to hear that the guest found the home to be unacceptable, despite having stayed for the duration of the reservation. We did offer alternate accommodations for the guest and they admittedly declined due to the makeup of their party.  I will have our local property manager investigate the claims regarding the home not being up to code and we may proceed from there. In the meantime, we have refunded $750 of the original reservation and find that this is a fair dollar amount, given the issues that the guest faced during their stay.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

We paid a lot of money for three nights of a vacation rental that had lots of issues including safety problems that we had to bring to Vacassa's attention.  A $750 refund is still $250 less than the minimum amount we will accept.  We are currently still out over $1000 for this vacation rental which we feel is completely unacceptable.  While we feel a full refund should have been provided, given the extreme circumstances, we will close this complaint out once we receive our minimum request for a $1000 refund.  Note that the plumbing was a known issue based on an August review therefore it should have been fixed before our September stay.  Also it should have been known that a carbon monoxide detector is required by law and the upper deck didnt meet safety requirements.  The ****** ***** ***** was not rental ready which is why we feel a minimum 1000 refund should be authorized by Vacassa due to all the problems our family experienced.  Not to mention we waited 8 hours for Matt to show up on Saturday which at that point four alternate properties AT OUR REQUEST was offered and declined as we were assured that Matt had fixed the pkumbing issue.  It wasnt until the following morning that we didcovered the plumbing had NOT been fixed.  The first two nights cost over $1000 which is why we should receive a minimum $1000 credit.  Thank you for seeking a minimum of $250 additional refund out of the over $1000 we are still out for our three night stay.

Sincerely,

***** *****

Business Response: 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

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.   With a total refund of $1000 we are satisfied to have now received our minimum requested refund that we felt entitled for the issues we experienced with our Vacassa rental of the ****** ***** *****.  It is our hope that in the future Vacassa will do a more thorough job ensuring homes offered as vacation rentals are fully inspected by a qualified person or company and that after the initial inspection they are regularly inspected in order to ensure that the vacation home meets or exceed Vacassa's vacation home standards.  This would avoid any future renter of the ****** ***** *****, or any other vacation rental property offered by Vacassa, from being offered a vacation rental that is not rental ready and in doing so would help ensure that families booking a vacation home through Vacassa will have an overall great rental experience.  Our family is thankful that Vacassa did the right thing and provided what we feel is a fair refund of $1000.  We will be checking our statement to ensure a total $1000 credit is received.  Thank you very much to the BBB for your assistance in getting our complaint resolved.  My family can now put this matter behind us.

Sincerely,

***** *****

9/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Grossly mis-represented vacation rentla. Quality was well below what was advertised. We were super disappointed with almost everything about this rental. It’s a disaster. Its clearly been knocked together to make a buck as quick as possible. Its 40 miles from Cannon beach. Far from being "well stocked" the kitchen has absolute minimum of the cheapest possible stuff. One non-eating bowl with a $1.99 Ikea sitcker, no salad bowl, plates as thin as plastic ones, glasses with purchase stickers still on them. One dirty sponge. This flat has never been lived in by a real resident. There was a giant streak of bird poo or some such on the outside windows, obscuring an otherwise nice view. The common space outside was the only saving grace, but its too small for the compound it serves. Most of all its just too small – its almost absurd that there are two double beds squeezed into one room… and no reading lamp by any bedside! There is a large red exit sign in the bedroom that cannot be turned off – and no way to block the light from the stairwell… I had to jury rigged a towel to block it to prevent bright light in the bedroom all night. This is the 5th place we have stayed this trip, and its completely mis-represented as to what it is ... we’re just utterly shocked.

Desired Settlement: They should be obliged to publish honest reviews and not just the falsified glowing ones. The property is unsuitable for rental until some basic issues are resolved with cleanliness and with the glaring light from the stairwell that floods the bedroom all night. I think getting a refund would be like getting blood from a stone, but really any cursory inspection would show that it was wildly mis-represented. The pile of construction materials by the side of the property was a dead giveway that it was finished recently and without concern for actutal people who could stay there. My children could not sleep there easily since it was so cramped, had no ventilation and light pouring in from all sides.

Business Response: We are extremely sorry to hear that this guest was not pleased with their stay at the ********* ***. This property is not in Cannon Beach, but located in Oceanside Oregon. As this guest booked online our staff had no part in any miscommunication. The property is clearly listed as Oceanside. This newly renovated property had only been reopened for 2 weeks at the time of this guest's arrival, we  sincerely apologize for any construction materials which had not yet been removed from the site . We disagree that the rooms at ********* *** are in any way misrepresented or that reviews of the property are falsified. We do acknowledge that the rooms are furnished with Ikea products. We also acknowledge that the exit sign is present are required by local fire codes. Guest feedback is very important to Vacasa and we will surely take into consideration this guest's complaints about their stay as we always seek to make improvements to our service and the properties we manage. 

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vacation Rental in Seaside Oregon "Seaside Serenity" was not as described/pictured on the listing website. Rental property was overall dirty and in poor mechanical condition. Vacasa customer service was not timely in correcting these issues, and the communication regarding issues and their expected resolution time was nonexistent. We had to continually reach out to Vacasa customer service to get updates about the mechanical corrections and their expected arrival time of maintenance technicians. We expected a significant refund of our 100% prepaid rental given the issues we experienced (hair on pillowcases from previous renters, shower drain clogged, loose bed frames, dirty carpet throughout unit, windows completely obscured by salt stains, loose toilet seat) and instead were offered a refund of $75, which is an approximate 8% refund for our total cost. Vacasa property management pledges to improve the future customer experience at this property but has failed to adequately compensate us for our unacceptable rental experience. Full email communication between Vacasa customer service (********) and photos of issues is available from us if it can help resolve this example of poor customer service and deceptive advertising.

Desired Settlement: We asked for a total refund of $200, this would amount to a refund of $100/night on a rental of approximately $450/night billed. Instead we were granted a refund of $75. Also desire that Vacasa update the property listing to depict its actual current condition.

Business Response: Please be advised that ******** followed our refund policy in assisting this guest and providing a $75 refund and 10% off a future stay with Vacasa. While we are certainly sorry that there were some issues which needed to be addressed during the guest's stay, our local staff was quickly able to address the concerns, including a chirping smoke alarm, squeaky bed and clogged drain. Our refund and discount offer were fair in relation to the issues. 

Consumer Response:

 
Complaint: ********

 We are rejecting this response because:

If our only complaint was the maintenance items that were referenced as "resolved promptly", I would accept the refund offer as $75 +10% off a future stay as proper compensation for our complaint. However, the main grievance overall is that the property was dirty, worn, in poor mechanical repair, and overall NOT AS LISTED on the Vacasa website when we signed the rental contract. We have attached a .pdf showing the poor condition of the unit; compare them against what is currently shown on the Vacasa website at https://www.vacasa.com/unit.php?********** and let us know how you feel about the accuracy of the listing and overall suitability of the unit to be a "Vacasa property".

In addition, since our experience with Vacasa has been unsatisfactory, any offer of compensation that involves a discount on future transactions with Vacasa is simply unacceptable.

Sincerely,
****** ******* *** **** ********

 

***SUPPORTING DOCUMENTS REDACTED BY BBB***

Business Response: We will refund the guest an additional $125 to resolve this matter in full. They have been previously refunded $75 and this will be a total refund of $200 towards the reservation. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,
****** ******* *** **** ********

9/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I were heading up to Mt. Hood to hike and star gaze over several days and rather then drive back and forth we decided to rent a cabin. On 8/18, I contracted a vacation cabin from Vacasa. We rented the cabin for the next two nights (8/19 & 8/20). On 8/19, we arrived around 6:30pm (check-in was after 4pm). This was the first time that we had seen the cabin other then in pictures. Upon entering the property it smelled damp and musty which is a problem with my son's allergies. Overall, we were disappointed. The setting was not what we expected from the pictures, the place smelled damp and musty, the beds felt uncomfortably soft and the next morning (we went back to get the rest of our belongings) there were ants all round the sink. We were at the property about 40 minutes before we headed up to********** ***** for dinner and star gazing. We determined at this time that we didn't feel comfortable staying at the cabin so we headed home. Once home, I sent an email to Vacasa outlining my dissatisfaction. The email (I replied to their confirmation email) was sent at 12:26AM the morning of 8/20. I did not receive a response back until 11pm 8/21 almost 48hrs later. They never tried to call (they had my cell phone from the online form), or offer a solution. The response from Vacasa on 8/21 was as follows; "I'm sorry the cabin didn't work for you. I passed your concerns on to the property manager to consider. Generally, we don't give refunds for vacating without giving us a chance to fix things. I will let you know what I hear back from management.". On 8/25 they finally responded saying they were sorry that I wasn't happy but that my concerns didn't warrant a refund in their opinion (I'm summarizing). They had an opportunity to fix the problem on 8/20 when they read the email.

Desired Settlement: Vacasa has a responsibility to disclose all restrictions on the property before taking payment including ants and restrictions on pets. They also have a responsibility to ensure that the pictures and description accurately present the property including the surroundings outside. Finally, they have a responsibility to remedy a problem. They did not even attempt to remedy. Although we had gone home, we were returning the next morning. We stated this in the email. They didn't contact us to offer up another property, or provide any solutions. They owe us a refund.

Business Response: We apologize that the guest chose to leave the home because they were displeased with their perception of the smell of the cabin. As a popular cabin, there are, at the time of writing, 34 reviews expressing guest’s opinion of the home, including this guest’s review. There is an average rating of over ? stars and the only 2 star review is this guest’s. No other review claims that there is a musty smell, or any smell at all, but we understand that perception and expectations vary from person to person. They would not have vacated a home unless it was a real  issue to them and we recognize that. While vacating a home does not warrant any refund, we will refund $100 of the reservation to the guest to minimize their financial impact for renting a home they chose not to stay in.
It should be noted that there are several pictures of the home that include views of the neighboring homes and express that it is not isolated in the woods with no homes around. We certainly take pest complaints seriously and appreciate you bringing the fact that there were ants to our attention. It is unfortunately common to have a few ants at properties  in the woods but we always take efforts to keep them under control. We appreciate the feedback regarding the beds being too soft.
We are sorry that you did not receive an absolute immediate email response, as summer is the peak season for vacation rental management companies and we handle all concerns as quickly as we possibly can. While calling us is the most immediate way to guarantee a response we still want to ensure all emails are responded to, as they were. The refund of $100 will be provided to the guest within 2-5 days and we wish them well in future star gazing expeditions.

9/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I rented a vacation rental home from this company for a short 3 day stay. On arrival the evening of check in, we first noted that the kitchen was very dirty. The kitchen floors were dirty and sticky as if they had not been properly cleaned in months. As it was late, I went ahead and spent time cleaning the kitchen, using at least 15 disinfectant wipes to clean the floors. Nearly each wipe came up covered in dirt. I then moved on to the bathroom to find the bathroom shower curtain covered in pink mildew. I called Vacasa to file a complaint and they offered to clean the home and replace the shower curtain. The following day (after not sleeping well), I did not feel comfortable enough to let my young boys take a bath. These disgusting findings along with stains all over the carpet and upholestery made me increasingly uncomfortable. After contacting Vacasa again, they offered me another cleaning. However, the amount of cleaning that the home needed in order for me not to worry about my boys health would have required steam cleaning carpets and couches, which Vacasa could not offer. At that time I asked to speak with someone in customer care and they said that no one was available, that a complaint needed to be in writing (which I had done already the night before). They said they would contact us regarding a property manager coming to see the property. 2 hours later, I had to call back as no one had contacted us, all the while our vacation time was dwindling away. Finally someone contacted us to tell us they would not be available to come inspect the property for 2-3 hours. Now with 17 hours of our 3 day vacation feeling uncomfortable in a dirty property, after several phone calls & many emails to customer care that went unanswered, we decided to find clean accommodations somewhere else to continue our vacation. The Customer "Care" department has neglected to take care of their customers at all. A incredibly disappointing experience.

Desired Settlement: We are seeking a full refund on our entire stay. We didn't even use the accommodations for 2 of the nights.

Business Response: We are sorry to hear that the guest was not satisfied with the cleanliness of the property upon arrival. We had confirmed with our property manager that the home was cleaned and stocked prior to the guests arrival. That being said, we understand that under rare circumstances, specific items may be left unclean or untended to before a guests stay. We  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 unclean.
In 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 issue. We 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 posed.
Vacating a home is not grounds for a refund if we are unable to make an attempt to resolve a guest's issue. They 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 it. We dont classify a home that was cleaned, but not cleaned to a guest's specific standards, as a reason to vacate. This is especially true if we are more than willing to assist with supplemental cleaning.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
I have talked with the business at length and their stance is that they were not given an opportunity to clean the home prior to our vacating.

We spoke to the customer care manager who acknowledged that the level of cleaning that we would have required to feel comfortable in the home given it's state could not be provided during our stay (steam cleaning the carpets and upholestery).

They maintain that the property was cleaned and they were sorry that it was not up to "our standards". Mildew on a shower curtain and floors that were clearly not mopped for a long period of time are not "clean".  In addition, how could we be sure that the stains on the carpet in a pet friendly home had ever been apropriately treated given the above.
We paid a GREAT DEAL of money for this rental. I feel that the expectation on paying this amount of money would be a property that was clean and comfortable by all standards (including the paying customer). This property was neither and their response to our complaints was not timely or straightforward at all.

To reiterate, NONE of our emails were responded to by customer care in regards of making other arrangements for our stay.

To reiterate, a manager and customer care manager acknowledged that what I, as a customer, would have needed to feel comfortable in the property could not have been provided during our stay (therefore negating their claim that they weren't able to rectify the situation).

As we were the paying customers, I find it upsetting that this company did not provide on a clean property, does not acknowledge that our vacation was negatively affected by this lack of a clean property and additional would like to penalize us for trying to salvage our vacation by finding a clean place to stay.  I would consider this theft under false pretenses.

I would appreciate if the Better Buisness Bureau would look into and make reccomendations on this case.  As I have since read about this, it seems that MANY customers have had similar, frustrating complaints.



Sincerely,

******* ****

Business Response: We have refunded the guest in full. They will see the refund directly in 2-5 days and no further action from the guest is needed. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* ****

9/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Vicasa advertises property listing #**** - ******* *** Condo in Sunriver, Oregon and lists a Pool under FEATURES and that it is "shared pool. This is false advertising. ******* ************ does not have a Pool on their property. ******* has only a "shared" Hot Tub on premise. Vicasa provides access passes to the ******** ********** ******* * ********** ****** (*****) a few miles away. ***** is not a shared facility and access is paid admission scenario. The Pool listed under FEATURES at ******* should be removed from the website or replaced with an accurate description listed under FEATURES as the ***** facility (not shared).******* *** rentals have a history of trespassing at the neighboring ****** pool facilities. ******* renters continue to misunderstand "shared" under pool FEATURES as the ******** pool. This is because the driveway to ******* condos is an easement over the ****** property that goes right past the ****** pool facility. ****** pool s private property, no ******* access is allowed. Vicasa does spell out in the description of the property that guests are provided access to *****but also says in the description that the ******* Condos are part of the ******** ****** community and ******* Condos includes full resort access. That statement is also misleading as ******* guests misinterpret full ******** ****** access to include the ****** pool facilities.We rent our ****** units and the ****** HOA has now have adopted a zero tolerance policy for trespassing. We will call the Sunriver Police to remove all trespassing scenarios. I have last communicated with **** ** ****** Operations, ********************** ************ but he has refused to change the "shared" to "*****" under FEATURES / POOL.I request BBB be proactive in contacting Vicasa to help us resolve this misleading advertising which may or may not be intentional on their part to get more customers.Thank you,****** ************* HOA Treasurer****** *** property owner

Desired Settlement: We request BBB contact Vicasa management to resolve our issues of false advertising of shared pool under FEATURES and the misleading description of the property as our several attempts have failed with Andrea/Vicasa headquarters on 8/14, **** ******* ****** local property manager on 8/22 and finally with **** * Vicasa Operations on 8/23.Thank you,****** *******

Business Response: We apologize that the other party is upset over the listing of the home in reference that we manage. Although the second paragraph of the homes description does clearly state "The unit is located in ******* Condos as part of the ******** ****** community. ******* Condos includes full resort access – including shared pools and hot tubs at the *****and a shared hot tub for condo guests." we understand that some people might misunderstand that. As a result, in hopes of keeping our guests safe from complaints and scrutiny from surrounding neighbors, we have unchecked "shared pool" as an amenity at this home. The description of the home will remain unchanged as it does specify that the shared pool is at the *****.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is only partially satisfactory. Unchecking 'pool" as a feature is very much appreciated.  HOWEVER, in regards to paragraph #2:  "******* Condos includes full resort access" is also false advertising. ******** ****** provides complimentary access to ******** ******'s  "**** ****". The **** **** is for he exclusive use of ******** ******'s registered guests only. ******* does not have access to "*** ****" pool.    

Sincerely,

****** *******

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: No one has bothered to contact me regarding a complaint on a rental. The septic overflowed and I was pretty stinky for a 290/night rental. Also the cable was not working as expected and calls to Hadassah not returned.

Desired Settlement: I think we paid way too much and service not really up to par. We should not flush the toilet and it flow into the yard under the deck and bedroom windows. Ugh.

Business Response: 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.

9/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 7/17 I cancelled a reservation for a stay in Cannon Beach. I was told a refund check would be issued. I contacted them via email on 8/5 and on 8/11 inquiring about my check. Finally found out on 8/12 A check was supposedly issued on 7/22... Still have not seen said refund payment.

Desired Settlement: I want my refund! Either a credit on a credit card, or a refund check isuused.

Business Response: The refund was issued to the guest's Visa card ending in **** on July 21st. We advise Mr. ********* check the card statement to confirm. 

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Reservation Number: ****** 1. The cottage had no keys or lockbox. We entered the code and got into the cottage with no problem. Only when we were getting ready to leave for dinner did we realize there was no way to lock the door. The eLock was not armed, nor was there any way to. There were no keys. At 7:50 P.M. (8/7), my husband went to the manager's office. No one was there. He called the number on the sign at the office and left a voicemail which was never returned. 2. The cottage had no phone. The paperwork said to dial 000 to reach an operator, but we could not. 4. The oven did not work well. 5. There was no firewood. 7. The fridge was next to the bed and so loud it drowned out the ocean, even with the front door open. 8. The parking situation was unclear. The unit was being repaired; no garage. A concrete curb with the unit number was haphazardly placed at the bottom of the hill. At 5 PM, I sent an email to Vacasa (**********@vacasa.com) about what to do, but never received a reply. 9. Internet did not work. We had to access the internet from our phones. 10. Contact information was and is unclear -- different emails and numbers are listed in different places. 11. After checking out, I received an email about what to do if I wanted to extend my stay. I'm upset that most of my emails/calls have not been returned, but I have received emails about extending my stay. We decided to check out the next morning, August 8. We left at 10:30 A.M. Once again, we could not find a manager. I also left a voicemail, explaining we were leaving and that the unit was unlocked. That afternoon, I received a voicemail from Kathy. My husband called her back and spoke with her at 3:05 PM. She apologized, and said that yes, we had been marked as having checked out. She asked for more details, but other than the keys issue, my husband declined to say more, since we were trying to salvage our trip. Kathy also mentioned having difficulty getting in touch with the manager.

Desired Settlement: I would like a refund for the rest of the stay, $318.

Business Response: We are very sorry that this guest was not pleased with the cabin they booked at**** *** ********* In an effort to ensure we address each item in the guest’s statement we will follow the same format. 1. The home has an elock which absolutely can be locked by hitting the button with the picture of a pad lock on it. The cabin is perfectly secure. 2. The cottages do not have landline phones any longer, nor do they have onsite staff. This change happened over a year ago 3. (guests statement skips 3) 4. The oven has been proven to be in working order 5. Firewood is not provided 6.(guest statement skips 6) 7.We apologize for the volume of the refrigerator motor 8. We are sorry that the guest found parking situation to be confusing. For fastest response we do suggest guests call us 9. The wifi does work on site but the cabins farther from the old office building have weaker wifi signal 10. Vacasa’s main number is a Portland OR phone number and we also have local phone numbers for people without long distance service 10. The extended check out email is automated and goes out to the reservations which qualify.  As stated in #2, there is no onsite staff at **** **** ********. We are very sorry that the guest opted to vacate and abandon their reservation with us. Had the guest called us prior to vacating we would have gladly had a local agent dispatched to the cabin to address their concerns. We do not feel that any of the above warranted vacating the rental and do consider this abandonment of the reservation. At this time no refund offer is being made.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I do accept that no refund will be made. However, we did call twice before leaving and were unable to contact anyone, (other than leaving voicemail) as well as sending emails to the address the documents stated. 

The guest book in the room specifically stated to use the phone to call if we needed something, that there would be firewood, etc. If the phone has been removed, if firewood is not included, then the materials need to be updated. 

Again, I accept the lack of refund, I just wanted to address some of this. 

Sincerely,

******* ******

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We booked "stolen moments" I e-mailed my complaints on 07/10/2015 at 11:11 am. I would have emailed earlier but due to the lack of sleep we all suffered on behalf of the condition and safety of the unit. No one answered my email as of yet, I should have just called out the on call person and had them come out at 2 am when we arrived to find the unit door wide open, the temperature inside over 80 degrees, blood on the mattress and the downstairs unit not in condition to stay in. I did finally get in touch with someone Friday after I called the customer service number. The local manger came out and was nice but there was no way to fix the problems this unit had. The mattress had blood stains on it as well as the inside of the comforter. Housekeeping had to have seen it because there was not a mattress cover on the mattress unless she/he did not change the sheets which is even WORSE. We were all then worried that the other sheets were not clean as well. They did bring out a mattress cover and a new comforter the next day but my son would not sleep on it and I can't blame him and was not comfortable with him sleeping on it anyways. Now to the downstairs unit, the bedroom downstairs smelt so badly of mold that it burnt my eyes when I entered the room and there was visible black mold all inside the window unit. The manager said that it was partly because the temperature needed to be turned down but mold is mold. I am a registered nurse and know the harmful effects it causes when breathed into your lungs. The windows also did not lock and since the room could not be accessed thru the main house there was no way I would have let my 11 year old daughter sleep in there anyway. The overview/description needed to include that the 3rd bedroom is not within the main unit. I was counting on my children sleeping there. The rinse off shower didn't work, the green fishing light didn't work, there were several dirty dishes in the cabinets.

Desired Settlement: We did get an email the next morning asking us to pay more money for check out at midnight instead of 11am. I called them and it took a couple of phone calls to get them to call me back. I asked for them to let us stay later for free so my kids could at least enjoy the beach a little more since they were so disappointed in the house and fishing. They did let us stay since there was no one scheduled to arrive. I would have never rented this house if I would have known the downstairs room could not be assessed thru the main house. I feel like we should be issued some sort of refund. I did email my concerns to company but had to call them several times to even get a reply email. The email stated they were sorry I was dissatisfied,downplayed the complaints and feel that allowing us to stay extra time is fair.Initially I was not going to ask for refund but due to the fact I have yet to even get a person to call me back I have changed my mind. Their customer service is awful !!!

Business Response: We are extremely sorry that this guest did not have a fantastic start to their stay with us. Our local staff has stated that they made every effort to satisfy and resolve all issues that this guest had with the home. We have alerted the owner of the condo that the mattress needs to be replaced. Our local manager was informed to put a dehumidifier in the lower level to ensure that mold is not an issue. We did comp the guest, one night at a cost of $225.00 because Customer Service and Guest Satisfaction is important to us. We do hope that the guest’s family enjoyed having some extra time at the beach.

Consumer Response:  
Complaint: ********

I am rejecting this response because: the problems were not fixed while we were there. We paid for things that we could not use.  We did not receive a new mattress to sleep on, they brought out a mattress cover to put over the blood stains.. I have attached pictures of the blood stained mattress and comforter. I am the one who suggested they get a dehumidifier for the downstairs unit. It was not gotten while we were there. They advitisted this unit as a two story house but the downstairs unit was separate and could not be assessed thru the main unit and even without the mold my children could not have stayed there because the windows could not be locked and thus was another safety issue. The downstrairs rinse off shower and fishing light were not fixed. I saved money for this trip and feel like my 1300.00 was wasted. We came home feeling stressed and like we did not even have a vacation this summer. I have rented from VRBO several times and have always been pleased and felt like we got what we payed for. I can not say that for Vacasa, it is like once they get your money that is all they care about. Even their response to you ( BBB) acknowledges that they are aware of the problems and that they have contacted owners to fix the problems therefore I feel we should be given a refund. Yes, I asked for an extra night (the unit was not even rented anyway) to try and make up for all the disappointments to my children (225.00 value in their opinion) for the 1320.00 I had already spent on the unit. We were misarable and left out early the next morning still very disappointed and then when I tried to call and email for resolution I did not even get a response until I called the main number to ask why my emails and calls had not been returned  When I finally got an email it was written to be belittling and with an attempt to downplay and justify their actions not attempt to find resolution.

Sincerely,

******* *****

Business Response: Once again we do apologize that this guest was not pleased with their stay. Our 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 pad. We certainly did appreciate the suggestion of dehumidifiers and the homeowner opted to purchase them after this guest’s stay. This home is 2 stories as advertised. Many homes in this area have levels that connect outdoors. We’re very sorry this didn’t please the guest. After 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 home. The guest accepted this offer of a free night. We feel that this matter was resolved as we provided the guest with exactly what they were requesting. We decline further compensation.

Consumer Response:  
Complaint: ********

I am rejecting this response because: As stated in my previous email, I did not intend to ask for any kind of refund until after I received the lack of concern and poor customer service from your company. The reason that I sent a complaint to the BBB is because of the way this company treats their customers. I attempted to resolve my issues with your company first hand with no response. Failure to receive an appropriate response is what prompted this complaint.     

Sincerely,

******* *****

8/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I booked our annual vacation to McCall, ID back in January 2015. Our vacation was to be for 9 nights in a condo with direct lake access out the back patio sliding door. On July 20th (5 days before our arrival) I read some of the reviews posted in June 2015. It was noted the the bed was broken and that there were some cleaning issues. I had called to verify that the bed had been resolved before our arrival as we would be there for 9 nights. I was told that it was being worked on and that someone would call back to confirm. I called again on July 22nd and was told that maintenance had been contacted & I would get a call as soon as they could verify the status. We arrived on July 24th, still no call back. To our surprise, the back patio slider was broken; we barely got it open and then had the frame come completely apart when we tried to close it. I called immediately to get someone to repair the door & clean the dirty floors. I was told that the local property manager had been contacted and someone would contact me directly to fix. I called again to clarify when we would here from someone. It is now July 30th, two phone calls later (one requesting to speak to Operations as I was instructed by one of the agents), & still no call back. We have ultimately fixed the door ourselves, had to clean the unit ourselves as our feet were black from the floor filth within ten minutes our our arrival, the bed is still broken & we have a dishwasher that doesn't work. I believe that we have been lied to regarding Vacasa's knowledge of the repairs needed at this unit based on conversations with the HOA representative here on site. Also, the most basic things that you usually find in a vacation rental are not present. I have been a guest of these condos & used numerous vacation rental companies over the last 15 years & never experienced such poor performance & lack of care. I feel that this business is falsely advertising & misleading the guests & owners using their services.

Desired Settlement: I am requesting a full refund due to the inconveniences during our stay, the effort that I have had to put forth in trying to get these issues resolved & the knowledge that the property management and housekeeping staff work for Vacasa.

Business Response: Our apologies that the home was not to our guest's expectation. Vacasa has no authority to make major repairs or replace items in the home without homeowner consent. We are in the process of getting owner approval on the purchase and deliver of a new mattress. The owner is also working with the HOA on repairing the sliding door, which will require a full replacement of the door and track hardware. The repair must be approved by the HOA. We have verified that this home was clean and guest ready prior to their arrival. Vacasa has issued a refund in the amount of $300 to the guest’s American Express card today, August 12th, 2015. This refund covers the $100 cleaning fee and an additional $100 for the bed and $100 for the broken sliding door. Lastly, we would like to apologize that the issue was not more suitably handled by our local staff. This issue has been escalated to their managers so that we can re-train the local staff on effective Guest Services. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do know that the facts presented have been slanted to protect Vacasa's interests, but I am not going to spend anymore time disputing this. It is unfortunate that we had to deal with these issues throughout our annual family vacation and I will not use their services for any future stays.

Sincerely,

**** ********

8/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Vacasa is the worst company I've ever had to deal with in my life . The house we rented was listed as a newly remodeled home and it was not the house is falling apart literally, the furniture was broken down and filthy and smelled like wet dog. The hole house smells like dog the carpet was stained, and ripped up. Blankets were not washed smelled like dirty feet and ***** Bath towels smelled like mold . Kitchen was dirty, dirty dishes in cupboard, microwave was filthy. Hot tub smelled disgusting no one could use it. Balcony was swaing left to right falling apart . We're not told to stay off of it . Had no sign on the door . So dangerous. The totters were over flowing with trash from the previous rents the house keepers left us a note for us to take down the totters to the curb , some thing got in to it at night and we had to pick up the trash it was every where. We call and they say the will call us back and they don' ***** going on two weeks. Have pictures and videos of the house to prove what I am saying . I do not recommend ever using Vacasa to any one ever. Horrible customer service. Best part had to leave a day and a half early cause the house no power.

Desired Settlement: $2000.00

Business Response: We are very sorry that this guest was not pleased with the accommodation that they booked with Vacasa. It is our hope that every guest have a fantastic experience with us and regret that this guest did not enjoy their stay. We’ll address each of the claims of this complaint. This home was newly remodeled and a beautiful job was done. The home is not falling apart. In fact, this guest is the only guest to have made any complaints about the home to date. The furniture, while not new, is not falling apart. This is a pet friendly home, and as such, has been visited by many dogs. When the guest called to complain our housekeeping staff came back to the home, washed linens and towels, scrubbed with Pine-sol and used Fabrize on the furnishings. Our property manager inspected the hot tub and found it to be in working order. A contactor was dispatched to the home to survey the decks, based on this guest’s complaints and found it to be sound and secure. Lastly, trash pick up in this home is once a week, like all residential areas. We sincerely apologize that this can cause a backup of trash when we have multiple reservations in the same week. This guest was issued a refund in the amount of $320.00 for the unused night. This is the maximum refund we will offer as the issues claimed do not warrant further financial compensation.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
I have emails saying they would refund me money back for every thing that went and yes every thing I have stated it true I have pictures and video to prove it I have already sent it to Vacasa and no response they can care less and no the house is not newly remodeled and yes furniture is falling apart , carpet disgusting, every thing I said before I can post every thing on line if they wish and have people see what they would be paying for and what Vacasa thinks is newly remodeled 
Sincerely,

**** ********

8/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented from Vacasa in Sunriver -** ****** ***** ********, OR Here is the list of issues: 1). Hot Tub - was cold and dirty. 2). The garage lights were burnt out and we could only see in the garage at night by raising the garage door. 3). Dining room light switch broken. 4). One of the adult bikes was broken 5). Trash wasn't taken out on Thursday before our arrival on Friday, so we started with a full can. 6). There is no patio umbrella, so no shade in the afternoon. 7). Upstairs toilet runs 8). Outside of property is run down 9). The vertical blinds fall out when you close and open them. 10). House wasn't very clean 11). Air conditioning works great downstairs, but not upstairs. Couldn't open the upstairs doors in bedrooms because there are no screens.

Desired Settlement: Would like $125 per night refunded. This house is NOT worth $570 per night. Very run down and needs attention.

Business Response: First of all, we are very sorry that this guest had some issues with the home that they stayed in and are happy to offer a refund of $325 for any and all issues they had during their stay. In reviewing this case I do not find any evidence that the guest contacted Vacasa during their stay to allow us the opportunity to address their concerns. To specifically address each item in the complaint,  1. Hot Tub service could have been arranged 2. Light bulbs could have been replaced. Our staff is rarely in homes after dark and we rely on guests reporting these types of minor issues 3. Dining room switch repair can be arranged 4. We have alerted the homeowner that a previous guest damaged a bicycle 5. Trash pick up is the responsibility of the guest in the home. We apologize that the guest there prior to this guest didn't take out the trash. Pick up is once a week and it can be a challenge when a guest fails to take it out. 6. The owner chooses not to provide an umbrella 7. We have arranged for the local manager to see why the toilet runs 8. We have alerted the home owner that this guest was not satisfied with the outside of the property 9. Homeowner was made aware that blinds need to be replaced 10. Our housekeeping staff was verified to have cleaned prior to the guest's arrival 11. The home only has AC on the lower level. The owner has been informed that screens will be helpful upstairs. 

Vacasa is preparing a refund check to be mailed to this guest. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ********

8/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: NEVER USE VACASA! We rented a cabin for three days in North Lake Tahoe with VACASA. Paid the total of $733.07. Stayed there only one night and left very unhappy. On the 1st evening we had a problem with the dvd that was not working. Called vacasa, they told they will get a hold of the owner, didn't call back that evening. Next morning we in encountered more problems, like no hot water, dirty pots and pans that were not washed well and were put in the cabinets. Dirty unwashed knives, everything in the kitchen is old and disgusting. Bag of opened chips left in the kitchen from previous occupants. Dirty carpet, ripped in one of the bedrooms, ripped couch on the side. No wood for the fire place. Outside by the grill, the was two chairs with seat cushions and one of them had dirty dog prints so you can't even sit down. Dirty laundry room, laundry left in the dryer, old dirty rag left in the washer. IT WAS A MESS. THE WHOLE CABIN WAS A MESS. After talking to VACASA all morning, we were tired and decided to leave. I requested all my money back. They told me they will charge me for one night, which is $160. They only gave me back $80 cleaning fee. And $300.96 for two nights that we didn't stay. They had the audacity to keep $352.11. FOR WHAT? A ruined vacation for three people. We had to take days off work, travel expenses and were hoping for a nice 3 day vacation. Didn't happen. We were very disappointed. I called VACASA many times to return my money, the full amount after I received the check but they want to keep the amount for one night we stayed, taxes, and fees. Why I have to pay that if our cabin was not ready and our vacation was ruined?

Desired Settlement: I want a full refund. I paid the total of $733.07. They gave me $380.96 back. And kept $352.11 for themselves. For what? A ruined vacation? They have no shame because we are VERY unhappy customers and they should have refunded us the full amount as soon as I requested that after we left the cabin. They want to keep $352.11 for doing absolutely nothing. Horrible service. Horrible cabin. We will never use VACASA again. I'm not asking for travel expenses or compensation form them for stressing me out all these days. I NEED MY MONEY I PAID BACK BECAUSE THEY DIDN'T PROVIDE US THE SERVICE THAT WAS WORTH THAT AMOUNT.

Business Response: We apologize to the guest that the condition of the property was not to their liking. We did offer to refund the guest for all but one nights rent and the taxes associated with that rent for the night that they did stay which comes out to $192.01. We sent the guest an email to the same email address listed on the reservation, as well as the BBB complaint, on 6/9/2015 regarding the additional refund of $160.10 for the remainder of the fees which would reduce their financial obligation to $192.01. We were unable to refund the card used to make the reservation payment because the card was no longer active at the time the refund was requested so we were unable to expedite the refund to them. A ticket was created to send the guest a refund check by mail to the address they provided us. I have put in a request to our accounting team to verify that the check has processed. 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

****** ***********

Vacasa only refunded me $ 300.96, which they sent by check. And $ 80 cleaning fee back to card. ONLY AFTER I sent a complaint to BBB, they sent me an email on 05/24 saying that they will refund me another $160 on which they will send by check but they didnt, I still didnt received it cause they didn't send it. Now they are making up things just to make themselves look good. When we left the cabin and I was talking to a representative, I told her that it's better to send a check because we closed one card, and we didn't want to put money on the other card, but we did just the $80 cleaning fee they refunded us. They should have notes that we requested a check. I FEEL WE WERE TREATED UNFAIRLY, OUR VACATION (the total of 3 people) WAS RUINED, WE SPENT MONEY ON TRAVEL EXPENSES, AND THEY HAVE CAUSED ME LOTS OF STRESS, CAUSE I HAVE GIVEN THEM MANY CHANCES TO REFUND ME MY MONEY. They havent provided us of service thats worth the amount that they  are trying to keep for doing absolutely nothing, not keeping the place clean and ready for people to go there and have a nice vacation. We payed $733.07. They already refunded me $380.96. So now I want all my money back. I want a check from vacasa for a total of $352.11. I won't stop until I will get all my money back, I will go further than BBB to get this resolved. 

Business Response: The refund check has been processed and mailed.

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

****** ***********

The check was mailed. But it doesn't say what is the amount of the check. I need to know before I accept.

8/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I made a reservation to secure a beach rental in Cannon Beach on April 18th Sent: Saturday, April 18, 2015 8:10 PM Subject: Reservation Confirmation - Cannon Beach - 9/7/2015 - 9/11/2015 Reservation: ****** Unit: *** ***** **** ******* ******** *** ***** **** Cannon Beach, OR 97110 Check-In: 4pm Monday, September 7, 2015 Check-Out: 11am Friday, September 11, 2015 Total Cost: $631.37 Total Paid: $631.37 Total Due: $0.00 I canceled on July 5th and was advised refund due of $599 .80. I have yet to recive it, I paid by electronic funds transfer. They were great when I first advised of situation, now they will not return my calls. They just state they sent it to "Them" I need help please .... I had a mild heart attack on May 25, in hospital for 4 nights and I have bills to pay. Their cancellation policy states: G. Cancellation Policy: Rental payments (less a 5% processing fee of the full reservation amount) are fully refundable up until 30 days prior to the reservation.

Desired Settlement: I expect the funds of $599.80 to be deposited back into my checking account.

Business Response: First of all, we are very sorry to hear that health issues will prevent you from staying at The ***** **** *******. I've researched the matter and I do see that a refund check was mailed on July 21st (check # ****). On behalf of Vacasa I apologize for the delay. An error was made on our end with accounting leading to the delay. You check should arrive within the week. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

8/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February 2015 I contracted with Vacasa to rent a home in Carnelian Bay (North Lake Tahoe) California from July 24 to July 27, 2015 - their reservation number ******. I paid the rental in full of $1114.05 with a credit card in February. On June 26, 2015 they cancelled the reservation by email and offered me a not comparable alternative. After finding another rental a few days later I declined the alternative and asked for a refund. They emailed me on June 30th (after I emailed them twice and asked that they call me which they never did) and in that email said they would process the refund to be sent to my home address (which I confirmed by email) the next day. I called on July 17th and left a voicemail message asking where the refund was and that they call me to say when I would receive it. No response. I called again this morning - they never seem to answer the phone. I left another message. They have not responded to email or phone messages since June 30th when they emailed and said they would send my refund.,

Desired Settlement: I need my refund of $1,114.05.

Business Response: We sincerely apologize for the delay in processing this refund check. I was able to check with our accounting team who advised that they were able to put the funds back on the card used at the time of payment on July 21st. The refund should be reflected on your statement at this time. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have received the refund on my credit card as they said I would.  I still don't understand why it took them three weeks to process something they said they were going to do in one day.

Sincerely,

***** ******

7/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The review is for the management company, Vacasa. We rented a home in ********* on Silver Strike for 10 days of summer. On the day of check in an automated email is sent at 9a saying we are eligible for early 11a check in. Evidently this is automated and sent to everyone, so completely unhelpful to receive first day. We arrived to a dusty, smelly, house with many broken items (blinds in several rooms, toaster, air conditioning). Parking passes are required or you are towed, none are in the property you must drive out by the Truckee airport to get some. There are to be two pool passes, there was only one. We immediately called and were told nothing could be fixed until we left in 10 days. After 5 days of constant calling and emailing with no replies the local property handyman (who is great and super friendly) shows up with a toaster and parking passes. I was so grateful. No one from Vacasa had told him of any issues until night 5, he came first thing in the morning. He manages 20 homes for them. DO NOT RENT ANY PROPERTY FROM VACASA. They do not maintain the properties well (linens old, worn, mismatch in kitchen of silverware, dishes, no lids to pans, not updated property, rotting smelly animal heads on wall- I could go on and on.,. There are way to many other responsive, helpful rental agencies in Tahoe for rental homes to choose from. Not Vacasa.

Desired Settlement: Credit

Business Response: We regret that this guest was not pleased with their stay or with the service they received from Vacasa. First of all, our early check in email only go out to homes once the housekeeper has logged their hours for that clean, and they do go out on the morning of check in. Not all guests receive this email. According to phone and email records we did receive feedback from the guest on June 18th regarding the broken blinds and created a maintenance ticket for *****, our local property manager. Sadly, new blinds have had to be ordered for the home and it does not look like there was a way to resolve this issue during the guest's stay. The toaster is also referenced in this email. Admittedly there was a gap in communication between our local staff and our phone agents as I see the phone agents had made calls to the local staff but no action was taken until the 22nd. For this we are extremely apologetic to the guest. Once ***** was in communication with the office and guest it appears all issues were resolved that could be resolved. Regarding air conditioning, this home does not have AC, nor is it listed with AC.  While we again are very apologetic that there were some issues with this guest's stay with us, they are considered minor and as such we offered the guest 10% off a future stay with Vacasa, which we consider to be fair and reasonable compensation for any and all inconveniences. 

7/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a home from Vacasa for the weekend of Memorial Day from May 21, 2015 to May 25, 2015. When we arrived at the home towards the evening of May 21, 2015 on the day of our arrival we found the home not cleaned at all. I have all the corresponding e mails to the company with all the rebuttals and answers as well as questions. The first response to me was that they would return my cleaning fee of $97.00. When I inquired that my cleaning fee was charged at $194.00 they then responded that they made a mistake and refunded me half. I responded that why would they respond in returning me cleaning fee then change that to half? I was never asked if they would send a cleaning crew in to clean the place up or that they would move me to another home to accommodate me. There were 2 vacuums in the home which none worked. One had a broken belt and the other no bag in it. We cleaned the rugs with a small hand held vacuum. The floors all had to be swept and washed by hand on our knees because there was no mop or bucket for that matter. All the dishes were dirty and need to be cleaned as well as all pots and pans. One of the bathrooms had feces left on the bowl. I could go on about many other things but I am sure this should suffice. They have told me they would give me 15% off my next rental but I am not secure with they way they treated me with the way they handled this problem this time. First telling me one thing then doing something altogether different because they said they made a mistake. Well the first mistake was making sure this rental should have been cleaned and the second not keeping their word in telling me they would give me my cleaning fee back.

Desired Settlement: To receive my cleaning fee back as was first proposed.

Business Response: I have reached out to this guest to arrange the refund.

6/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I stayed at ******* *** ***** ***** in Fort Walton Beach, Florida from 06/05/2015 until 06/07/2015 for our 8th anniversary. Upon arrival, there were no keys available as stated in the welcome aboard email. We spoke with a onsite manager from a different company and had a key code that worked on the door, thankfully! We than contacted the property manager and she said that she would bring us a key before 7 pm that night. Due to traffic, she wasn't able to make it on time but the keys didn't work anyway. So she had a previous worker bring a set of keys the following day. Needless to say, and not surprising at all, the keys didn't work. The refrigerator was leaking the entire time, the shelves are taped with electrical tape, 1 lamp in the entire unit works and the radio has 1 speaker that works. This is not a place that should be charging what they charge for this rental.

Desired Settlement: Refund

Business Response: We are extremely sorry that this guest was not pleased with the rental and that there were issues with access to the rental. I have reached out to this guest privately to resolve this matter. 

6/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a beach house in Lincoln City for 3 nights. We arrived around 4:30PM the first night and were looking forward to our vacation. We woke the next morning to find an ant in my husbands nose. We tried to shrug it off and went to make breakfast. We then found ants crawling all over the coffee table. We killed them and again tried to be understanding. However, the ants kept coming back as the day went on. Towards the late morning we went to put our baby down for a nap on the bed we slept in the night before, and found ants INSIDE his swaddle blanket, all over the bed, and all over his pacifier. We checked the rest of the house and found them various other places as well. We called property management and they assured us the property manager would call us right back. After waiting a couple hours with no call, we decided to pack up and leave not even 24 hours in to our stay. It is one thing to have a few ants on the ground, maybe even the table. But to have them in the bed, in our belongings, and all over our baby items is not ok. We ended up having to call property management again 7 hours after the initial call because they still never got back to us. Finally they had someone call us back about half an hour later and they claimed their pest guy went to the house and found nothing. We took pictures and sent them to the company. Vacasa claims that ants are common and it was our choice to end our vacation early. We feel as though we had no other choice as we were not going to spend our vacation picking ants off our baby and our bodies. The people we have dealt with at customer service have not been helpful, they have taken no responsibility, and have even been ignoring our contact attempts. We read a review left on the property from the people who stayed before us, and they mentioned they had ants too, so we know it was not just a fluke.

Desired Settlement: We request a refund for the remaining fees from the vacation we did not get to have. They refunded us 1 night and the hot tub fee, which is not satisfactory. We missed 2 nights of our vacation, and we most certainly should not have to pay the $140 cleaning fee or any of the other fees associated. We were really left with no choice but to end the vacation early, as it is no vacation to be staying in a house infested with bugs.

Business Response: First, I would like to apologize to this guest that their stay was affected negatively by sugar ants. This is, unfortunately, an annual issue in many of our coastal homes. This home had been treated by an exterminator prior to this guest's arrival. We were contacted by the guest at 12:30 PM on April 20th to inform of their concern with the sugar ants. The property manager and exterminator were at the property by 4pm. The guest had vacated the home by this time. Our exterminator and property manager found no evidence of a sugar ant infestation, nor have we had any complaints since this guest was in the home. Again, the home had just been treated prior to this guest's arrival. We processed a refund of $205 (just shy of 25% of the cost of the booking) and feel that this is fair compensation for an abandoned reservation. 

6/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a house managed by Vacasa for a company retreat. We had trouble with a broken dishwasher - which in itself is no big deal, these things happen. We expected it would take a quick call and it would be taken care of. Instead, we put in multiple calls to Vacasa, the property management agency, and received absolutely zero response. Half of the time their number just went straight to voicemail and no one called us back. On the few occasions we could actually reach someone on the phone, they were spectacularly unhelpful. They put in a call to the local property manager; for hours and nothing happened. They told us they would call us back multiple times and didn't. They wouldn't let us speak with a supervisor, give us a direct number to avoid the endless voicemail, or send an actual plumber, the professional we needed to fix the problem. If they had sent someone when we contacted them in the afternoon, our problem could have been taken care of quickly. Instead they took over six hours to send someone and they weren't a plumber, and they couldn't help us at all, and now we have a huge kitchen full of dirty dishes and still no idea when someone will come fix the problem. I'm not an unreasonably demanding customer, but I rented a nice place for my employees for our single yearly retreat and get-together. They worked hard all year and deserved a little luxury. For the price we paid the appliances should work, and if there's a problem, I expect to make one call and have the correct professional to be sent the same day within a few hours.

Desired Settlement: One night credit for the inconvenience.

Business Response: We are very sorry that this guest was inconvenienced by the dishwasher not working during their stay. We never intend for our guests to be negatively impacted in any regard and when issues do occur it is very important for us to respond and correct the issue as soon as possible. For this specific reservation, the stay began on 5/13 and the guest reached out to us on 5/15 around 4:30 PM to alert us of the issue. We created a ticket for our property manager to go and inspect the dishwasher as soon as they were available and they were able to later that evening. If the perception is that we neglected the issue, we would like to assure you that our property manager went to the guest as soon as all of their prior maintenance tickets were completed. It is never our goal to leave a customer in a state of distress for any amount of time  and if the issue is one that requires immediate attention we assign an urgent status to the ticket to alert the property manager that it must take priority over all other non urgent tickets, even if made before it. In this particular situation it was not warranted to prioritize the ticket as urgent as a dishwasher not working does not pose a threat to the safety of the guest, however, we did set the ticket to be started the same day, as it was. This guest’s expectation that we should send out a professional on the first call is not a realistic one as most issues that guests call us for are easily handled by our property managers or assigned maintenance technicians, both of which are Vacasa employees equipt to handle an enormous range of issues that could arise during a stay. Unfortunately this particular issue was not solvable immediately by our property manager during the guest’s stay and we do apologize that this was the case as it would have resulted in the guest having to wash their dishes by hand. If the guest prefered to not wash the dishes they were under no obligation to as we also have local staffed housekeepers that tend to a home after each guests stay to prepare the home for the next guest. I would like to make it clear that we provided this guest an immediate refund of $100 for the inability to use the dishwasher and the fact that they would need to rinse and wash their dishes by hand which we find to be very fair for a 4 night stay.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******

5/14/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Upon arrival I noticed that the carpets were not in the best cleanliness and the blinds were low quality and one could see into the property by walking by (I did note this in my review). My 2 year old son got sick during the night of 4/24/15 on one of the queen beds by puking, which I informed Vacasa via phone on the day of my check-out 4/25/15. I stripped the bed, down to the mattress protector and put the fitted sheet, 1 pillow case, and towel in a bag and tied it so that the cleaning gal could easily throw it into the laundry. There was no visible vomit on the mattress (due to Vacasa's mattress protector), carpet, or anywhere else, as mentioned I put all the soiled linens in a bag. Also, I left my son's DVD in the player and when I initially called to let the company know that my son got sick, I also mentioned that we had left this item and that I could come pick it up. She said she would page the cleaning people and let them know and they would get back to me. No one ever called. A few days later I called and asked for the DVD, a gentleman informed me that there would be a fee for going out to the property to retrieve the item and a shipping fee. The retrieval fee was not previously mentioned and he said he would waive it. The gentleman contacted me again stating that the item had been found and that someone would contact me to mail it. No one ever did. More than a week after my stay I got an email: “The bedding will need to be replaced. We were able to get a cleaning service to service the ma tress and carpet for $150.00. Here is a list of items we need to replace: 8 Pillow Cases, 2 Fitted Sheets, 2 Flat Sheets, 1 Down Comforter, 2 Duvet Covers, 3 Kitchen Towels, 4 Large Towels, 4 Medium Towels, 4 **all Washcloths, 2 Tan Middle Blankets, 1 Pot Holder, 1 Trash Can, 1 Mattress Pad, 1 Decorative pillow” May I reiterate that a two-year-old puked not an adult and I was able to launder the clothes that he puked on and our comforter just fine without replacing.

Desired Settlement: I would first of all like my son's DVD returned. It is his favorite one and it has been a headache trying to get it back and they say they have it. Secondly, I would like for Vacasa to withdrawal all contact in regards to upgrading all their linens and charging me for it. As a single mom I wanted a quaint one night stay with my little son at the beach and it is now soured thanks to this company. I will never stay with this company again due to these fraudulent trials for charges. I will also warn my friends and family that is may sound nice at first, but they will hold onto your card number and come up with random charges. I have since cancelled my card so that no further charges can be made by this company. I do not plan to pay this company any further money for their lack of expertise in cleaning a hotel room. I feel bad for Vacasa because they could not handle children's vomit, it's called soap and mine worked great on the puked on clothes and our comforter that I washed.

Business Response: First of all, we are very sorry that this guest's child was sick in the unit that she rented with Vacasa and that this affected her planned relaxation. We are forced to disagree with her asses**ent of the damage done to the unit by excessive vomit. As detailed in the photos provided, bedding, pillows, mattress and floor were covered in vomit. This was not a matter of a **all amount of vomit. It appeared someone had been quite ill in this room. The guest also left a trash can full of vomit, an extreme health hazard to whomever came to clean the room. What this guest may not realize is that this was not a simple matter of washing the bedding. This level of vomit provides a severe health risk for our staff and future guests. The entire room had to be treated professionally to ensure the safety of future guests, which is mandatory in any professionally managed hotel/motel. We can not simply use Tide, as the guest has suggested. It is our responsibility to destroy any linens and bedding effected with vomit, feces or any other bodily fluid.  Vacasa has many more photos of the excessive vomit and will be happy to continue sharing them as this case progresses to prove the condition this guest left the room in.  

Per the rental policies Vacasa has the right to charge the card on file for damages (policies provided to the guest via email) however, we attempted to reach out and address the damage prior to this. The damage to the room was caused by the guest, who is responsible for the cost, per the rental agreement. We would have preferred to have worked with this guest in order to compromise on a cost of damages as opposed to addressing the condition she left this unit in a public forum.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I disagree with the
way this company is trying to handle this situation and I am shocked that this
company would treat a guest so negatively.


When I volunteered for a reputable children’s hospital in
Portland and a patient got sick on linens, we would wash them and reuse them,
and that is normal practice. When I worked for a well known resort in Central
Oregon, we did the same, washing all linens in between guests. I wonder how
Vacasa usually takes care of linens.  My son getting sick did not ruin my
trip, he is a **all child and this happens, he felt better the next morning and
I moved on, it is the fraudulent charges from Vacasa that upsets me.

My son getting sick was not a surprise to Vacasa and they
should have let their cleaning staff know so that they were not surprised upon
arrival of the room because I called soon after I put the key back into the
lock box: I said that my son had been sick and vomited and that I forgot to
have cash to give to the cleaning gals, I did leave a bottle of wine that I had
purchased to bring home and a nice note. If
there was vomit on the carpet and mattress, I would have warned them where is was and made it obvious so that
no one stepped into it or had to touch it. My conversation with the Vacasa
representative was light hearted and I did not make a big deal because it was not a big deal.

 After contemplating staying
at the coast another night and calling Vacasa for the same room, I decided to
go home 4/25/15 and wash my comforter and soiled clothes. Everything washed out
easily on high heat, so maybe they key is same day washing, but it did not dawn
on me that anything would stain or be damaging because the vomit was light
colored and I knew how to heal with it. I wonder if Vacasa let the linens stay
in the room for many days before cleaning as they were vacant when I called on
4/25/15.

Honestly, my son had a banana, matza crackers, and water for dinner, although I
should have realized that he was not eating much that night, I thought it was
because we were busy at the beach with lots of excitement and fun all day. I
put all soiled items into a bag at the hotel and tied it. I cannot understand
why Vacasa still would like to outrageously charge me for something that is not damaging and what any hotel company
has seen before or what is usually washed between guests (although that is why
I brought my own comforter). This seems normal for a child to get sick at
night, it happens. I cannot imagine this being anymore uncomfortable then
cleaning the toilet or shower and I made it easy for the cleaning person to
pick up linens (as they usually do) from a bag I prepared, so she would not
have to touch anything and easily launder them. This is normal wear and tear on
linens and nothing that should be seen as damage beyond repair. Yes, we used
the linens, yes I took a shower and used a towel and washed my face, but what
Vacasa is asking for me to replace is outrageous: 8 Pillow Cases (who uses 8
pillows for their stay, were there even 8 in the room?), 2 Fitted Sheets, 2
Flat Sheets, 1 Down Comforter, 2 Duvet Covers, 3 Kitchen Towels, 4 Large
Towels, 4 Medium Towels, 4 **all Washcloths, 2 Tan Middle Blankets (which are
covered by the sheets), 1 Pot Holder (didn’t even use the kitchen), 1 Trash
Can, 1 Mattress Pad, 1 Decorative pillow (didn’t even use the decorative pillows
to sleep with). I would like to see honest photos that there was damage beyond
repair before I open my check book.  A
little red lint speck on a mattress does not condone the charging and full
cleaning of a mattress and I have not seen any photos of the carpet puke (as
there was not any when I vacated the room). May I explain that when I woke up
from my son vomiting, I instantly grabbed the garbage can; unfortunately, he
did not puke in the can with a bag because I took it out for the linens that I
knew had vomit. I let him finish puking in the trash can while he sat on the
bed, while I held him upright. When he was finished I stripped the bed noticing
that the mattress had no residue due to the mattress protector and I put those
linens into the plastic bag from the trash can, and carried my son to the West
bed. Vacasa emailed me stating: “The bedding will need to be replaced. We were
able to get a cleaning service to service the ma tress and carpet for $150.00.” So I am not sure where the puke on the floor came from.

When a company tries to do something unethical, I think that as a customer, I
have the right to contact the Better Business Bureau to solve the issue. Vacasa
does have the right to charge me said the company gives a total and a valid
explanation for the charges. I could understand if I ripped the linens and
spilled wine and tar everywhere, that I would be charged for damages (something
beyond repair), but my son had a banana, matza crackers, and water shortly before
bed and before getting sick. As of 5/11/15, I have not been given a total for
the accused damages, which is not
normal for a company to do when they are trying to bill someone. As a consumer
I regret not taking photos because my photos would have looked a lot different.

I think that this experience is strange and unprofessional, and honestly the
integrity of this company is my question.



Sincerely,


**


5/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On March 16, 2015 I informed Vacasa that I had hired a new management company. I have not had a valid contract with Vacasa for over a year and am under no obligation to continue services with their company. The decision to change companies was mostly due to Vacasa's inability to take care of/clean the property for guests. As of this morning April 26th, my home is still being advertised on Vacasa's website. The use of my property is fraudulent advertising as the property is not theirs to book. I believe they are using my home to generate business for other properties which they manage. I have repeatedly asked for them to stop advertising my property. They have responded by saying they are not advertising. Clearly this is not the case.

Desired Settlement: Stop advertising my property in ANY relationship to your company.

Business Response: I am reaching out to this home owner to verify where she is finding the listing. The home is not active in our system and has also had it's VBRO listing pulled. I will work with the owner to ensure her property is not being listed by us once I speak with her and verify where she is finding the live listing that I am unable to locate. 

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I reserved & paid $875.20 for Leeside by the Seaside vacation home in Lincol City oregon. We walked in the door & were hit with a nasty oder, the stove,oven,microwave and carpet were dirty. Dirty clothes were left in a basket in the laundry room.We were not able to bathe as mold was in the bath tub in the first bathroom & broken shower faucet in second.The swivel chair was broke & couch was very unconfortable.It took 1 1/2 hours to get the tv to work.I called the #given and was told they would send someone to do some light cleaning but I told her it would take s lot more than light cleaning. I received a call from **** to help with the TV but we already had it fixed. I told him of the condition of the property and that we would not be staying. We paid for the week of Thanksgiving had already bought all our food for the week but could not stay due to the condition's. We left the next day. I have given all this information to Vasca and received a $100.00 credit. They have offered another $300.00 that I have not accepted.I was told this was one of the nicer properties? I have been e-mailing Vacasa back & forth for over a month& getting no wheere.I have requested a full refund on all my e-mails but they still offer $300.00 not $775.20

Desired Settlement: The full refund of $775.20 as we had to leave after one day due to the poor condition of the property.

Business Response: We would like to apologize for the negative experience the guest had while staying in one of our homes.Vacasa takes claims of missed or inadequate cleans very seriously. The level of cleanliness in this home upon the guest's arrival was not to our standards and we apologize for this. Once we were informed of the situation, we did offer to send housekeeping to the residence to clean and to send our local property manager to the home to assess the situation. These offers were denied by the guest. It is Vacasa's policy to move guests to a comparable home if any situation that arises where remaining in the home would compromise both the guest's comfort and safety. However, we rely on our local staff to evaluate the conditions and determine the appropriate response from Vacasa. Unfortunately, the guest denied our staff access and then voluntarily vacated the home. Vacasa was not given the opportunity to correct the situation or to find alternative accommodations for this guest. After investigating the situation, we agree that the cleanliness of the home was inadequate and recognize that the situation overall negatively impacted the guest's experience during the Thanksgiving holiday. The guest paid a total of $775.20, including the rent, taxes, and fees. We have refunded the guest's cleaning fee of $100 and offered an additional refund of $300, pending the acceptance of the guest. It is against Vacasa's policy to offer a full refund when a guest willingly vacates their reservation without allowing Vacasa the opportunity to fully address the problem. We feel that the amount of compensation that the guest was offered is fair. Again, we apologize and are willing to process the additional refund of $300 as soon as the guest accepts our offer.

Consumer Response: I paid $875.20 not $775.20 as stated by Vacasa. The origional home we reserved was $1050.69 but was no longer available. I received a credit of $175.49 and $100.00 for the cost of the new rental & refund due to the condition of the property.
They did offer touch up or light cleaning but it would take a lot more then that to:
Remove the mold in the tub
Replace the faucet in the shower
Clean the oven and stove burners
Clean the carpet
They did not offer to send a property manager to the home. I did speak to **** by phone and was told no other homes were available due to the Thanksgiving holiday. We would have gladdly moved to another property as we had plans for everyday.
My brother drove 11 hours from California to spend
the holiday week with us in Lincoln City.
I told **** on our first call we would not be staying due to the condition of the property. I called him the next day to let him know we left.
I still feel we are due the refund of $775.20

Business Response: When there are issues with the housekeeping of a home Vacasa would send a team out to ensure that the home was fully cleaned and all matters addressed that could be addressed. We did not the opportunity to do this as they vacated the home. Vacasa normally offers no refund when guests refuse our services and vacate a home. We have made efforts to compromise with this guest and offer an additional $300 on top of the $100 cleaning fee that we refunded at the time of their reservation. We feel this to be a fair compromise but the guest has chosen not to accept the offer. This is our final offer to the guest and we encourage them to respond to the emailed offer so that we can provide them partial compensation.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
We were offered a 25% discount on Leeside by the Seaside and I was told it was "ONE OF THE NICER PROPERTIES? The first home we rented was no longer available. But the discount did not apply due to the Thanksgiving Holiday.
When we arrived the outside left much to be desired,we were hoping the inside would be better.
As stated in all my previous emails the nasty odor hit us first then:
Dirty Carpet (photo)
Dirty stove burners and oven (Photo)
Dirty microwave (photo)
Dirty counter top and table (photo)
MOLD in first bathroom tub (photo)
Broken shower faucet in second bathroom
Dirty clothes left in laundry room basket (photo)
Broken swivel chair
Very uncomfortable couch
It took an hour and half to get the TV to work

You stated we did not give the cleaning service the opportunity to do some LIGHT CLEANING. We would have to leave for the carpet the be cleaned and dry, the oven and burners would have been time consuming. How long would it take to remove MOLD then caulk and dry? And replace the shower faucet? Were we expected to leave while all these items were addressed and how long would that take?
I don't think we were unreasonable as all of these items should have been done BEFORE we arrived and this property was put up as a vacation rental.
I have the photos and would be more than happy to send them to you.
We were not offfered another property as nothing was available due to the Holiday according to the person I spoke to on the phone.
I understand it is not your policy to provide a refund when guests refuse your service, but under these circumstances I am still expecting the full refund of $775.20.

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The following is today's email sent to Vacasa Customer care: To customercare@vacasa.com Today at 9:48 AM The following is an email account of the horrible experiences we had while vacationing in ***** ***** Getaway for November 21-28 (reservation # ******). I request a full refund of the price paid for this trip which is $1357.47. Please forward this email to the CEO of Vacasa, **** ****** as well, as he is aware and needs to be copied this email. Upon arrival to ***** ***** Getaway on November 21, we were greeted with a note saying the dishwasher did not work. I called customer service immediately and told them this was not acceptable as we were staying a whole week and needed a working dishwasher, as we were told in the ad that there was a working dishwasher. I was told by the customer service representative that I could wash my dishes by hand and that there was plenty of hand-washable soap. I was told I would receive nothing for the dishwasher not working by a customer service rep by the name of *******. I then tried to turn on the oven. It did not work either. Two burners on the stove did not work, and the handles for the other burners did not work. This was Thanksgiving week, and we had already bought hundreds of dollars in groceries. I talked to several customer service agents during this time. I was told that the oven did work, and it was my problem. I called over ten times, was finally given the name of the property manager, **** *******, and he finally did call after 24 hours of talking to customer service agents who blamed me and said I could not work the oven. **** ******* did come out the next day, and he did confirm that the oven did NOT work. I told him this was unacceptable. He agreed and said I would be sent at least $100.00 a day for food during my stay while the oven did not work. I am now home from this trip, and I have received nothing in the mail. Today is December 2, 2014. Also, the very next day, he said he did NOT say that I would receive $100.00 a day, but only for the first day I was there. How in the world was I supposed to cook without an oven? Of course, I had to take my family of 5 out to eat every meal and received nothing from the rental company for this. **** ******* continued to call and harass me even when I told him to stop calling for his absolute untruths about what he promised me in return for the oven not working. It was not until I contacted **** ***** that the harassing calls from **** ******* stopped. Again, I did not even receive the $100.00 for the first day of my trip. I received nothing that **** ******* promised. I was told by ****s that I would be offered a different cabin. I told her there was no way to leave because of an avalanche warning that day. When I called her the next day, and told her the amenities we would need (I left a voicemail for her), she never even bothered to return my call. We also found evidence of a rat infestation while we were there. We saw two live rats that ran across the floor while we were there. There were two dead rats in mouse traps in the closet and under the living room bench (my 10 year old daughter found the dead rat while playing hide and go seek...she came out with a dead rat in her hand). There was a rat's nest that was falling through the ceiling of the bathroom above the shower downstairs. The rat infestation was "new" to the customer reps, so they said. This was another outright lie as there was rat poison under every bed, behind every couch, even in the kitchen cabinets. This was an obvious problem that the customer service reps obviously knew about beforehand. The rat droppings were throughout the house, in every cabinet (including kitchen cabinets), and there were obvious rat holes throughout the walls. Neither me nor any of my family could sleep downstairs because of the smell of dead rats in the walls. We also heard scratching in the walls when we tried to be downstairs. **** ******* said this was normal and we could put out more rat poison! We all had to move to the one bedroom upstairs just to survive while we were there. There were even rat droppings among the dishes in the kitchen. This was an obvious ongoing problem, and I have since seen the reports of other visitors to this cabin reporting the rat infestation on the reviews on travel sites. The cabin not only had a non-working dishwasher, oven, stove (2 burners), and a rat infestation, but it also smelled of sewer in the downstairs bathroom. The only bathroom that could be used (also because of the rat's nest over the downstairs shower) was the upstairs bathroom....so, my family was confined to the upstairs with only one bedroom and no kitchen. Also, wires were sticking out of the walls downstairs which were an obvious hazard along with the rat poison everywhere. It was horrible, and the "manager", ****s, never even bothered to call me back even though she said she was fully aware of our problems. Because of our ruined vacation, the inability to use the filthy rat-infested downstairs, non-working appliances (oven, dishwasher, and stove), I request a full refund immediately. Again, I have not even received the first $100.00 that I was promised from the first day of our stay by **** *******(and he promised at LEAST $100.00 a day thereafter, which he retracted the next day and outright lied about saying). I am infuriated with the unprofessional downright lying of staff who knew very well of the horrors of this cabin and did nothing but blame us. The customer service reps names that I wrote down were *******, ****s, **** *******, and *******. The full refund amount is $1357.47 and I request that check be sent immediately to: ****** ******* ***** ** ***** ******** ***e Blountstown, FL 32424 Again, forward this letter to **** ***** immediately. I also request immediate acknowledgement of the receipt of this email and what will be done about this. I have attached 3 pictures. The first is a picture of the rat's nest falling through the ceiling of the downstairs bathroom; the second is of the wires coming out of the walls; and the third is of the rat poison mixed with the kitchen dishes in the kitchen cabinets. ****** Hagler *******, M.S., M.Ed. 3 AttachmentsView allDownload all Reply, Reply All or Forward More

Desired Settlement: Total refund of $1357.47

Business Response: This guest was issued $100 during their stay. A refund check was mailed on 12/19/2014 providing an additional $900 for a total refund of $1000. The guest stayed in the home for 7 nights and did not vacate which is why a full refund can not be processed.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
As I explained to Vacasa, we were more than willing to vacate the property, but could not leave on that day when I was told we could move an hour and a half away to Salt Lake City because there was an avalanche warning in effect. No cars were able to make it down the mountain. When I called and left messages telling them we would leave and telling them the amenities we needed to be comparable, they never called back. They were not willing to let us go to another property. This was an untruth because they are trying to lessen their burden. This house was infested, and I do mean infested, with rats, the dishwasher didn't work, the stove didn't work, the entire place (all cabinets, floors) were covered in rat droppings, and there was even a rat's nest falling from the upstairs bathroom. We were only able to walk in the upstairs while we were there as the rat infestation was so bad on the bottom floor that we saw live rats. The company knew of the rat infestation and had live rat traps and rat poison under every bed, in ever cabinet, in every closet. It was disgusting. There was even mold on the food left in the live rat traps in the bedroom closets. Also, after our stay, I found a review at VRBO written by a couple two months before our stay talking about the rat infestation. This company obviously knew about the rats and had families stay there anyway without any thoughts to safety of the families and diseases that could spread. I request a full refund. There is no way to charge a guest for what we went through. It is the only logical thing to do.

Business Response: While Vacasa apologizes to the guest for their negative experience, we would like to clarify several claims made by this guest.

This is a isolated cabin in the mountains and, unfortunately, rodents have been an issue during the winter. Vacasa has and will continue to do everything in our power to keep our homes free from vermin. Sometimes, this does involve the use of poison and traps. Although we do our best to maintain these items, we admit and apologize that our standards were not met during this guest's stay. The safety of our guests are a priority and we are working closely with the owners and with the local property manager to keep this home free from any type of rodent.

At the time of this stay, the stove and the dishwasher were not functioning at the level that Vacasa expects or promotes. We understand that this is a huge inconvenience, especially when a guest is trying to prepare Thanksgiving dinner! Unfortunately, the appliances in this home are older and we are currently working with the owners of this home to replace these necessities. We did provide soap and sponges so that dishes can be washed by hand. We also offered a daily food credit of $100 until we could fix the oven or find suitable accommodations for this guest to be relocated. This was offered on November 22, 2014. While the oven could not be fixed during the guest's stay, alternate accommodations were offered the next day so a total of $100 was credited to the guest's card. The guest was informed that, if they remained in the home and denied the relocation offer, we would not continue to offer daily food credits for them to go out and eat.

As it was a holiday weekend, there was limited availability in finding this guest new accommodations in Brighton so we offered to find several available options in nearby Park City with comparable amenities. Vacasa prioritizes the safety of both our guests and our staff and understand that the avalanche warning that was in effect for November 22, 2014 prevented any immediate relocation. However, that warning had been lifted by November 23, 2014, the roads had been deemed safe for travel, and our property manager was able to visit the home. We had numerous phone calls between Vacasa staff and this guest on this day and, again, the offer of relocation to another home was denied due to the fact that our other homes did not meet the exact specifications desired by this guest. The guest was very insistent that the only option that they would consider would be a two-story home located in the country, with an outdoor hot tub in the snow, a fireplace, and four bedrooms. We understand the importance of certain amenities when booking a home for a vacation, but this was Thanksgiving weekend and the majority of our homes in this area were currently occupied which unfortunately limited our options. Unlike a hotel that may have numerous suites of similar or even identical design, each home that is managed by Vacasa has a different owner and reflects their individual choices. We apologize for the limited inventory at the time, but felt that we recommended several options that were comparable in both size and price.

In a situation where the guest's safety and comfort are compromised, Vacasa's policy is to relocate a guest to the available home. The homes in Park City that were available were refused by the guest and the guest voluntarily chose to remain in the home for the remainder of their vacation. The guest paid $1,257.47 for their stay. With compensation and the food credit, this guest has been issued a refund that totals $1000. This is 79.5% of the total amount paid for this reservation. Again, Vacasa would like to apologize to this guest for their negative experience. However, we do feel that the amount of compensation that was issued was fair. In accordance with our policy, we cannot offer a full refund because the guest voluntarily chose to remain in this home after alternative accommodations were offered by Vacasa. By refusing to vacate the home, Vacasa was denied the opportunity to solve the problem. We hope that this will resolve the matter and, again, apologize to the guest.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Vacasa is outright lying. I left a message that was never returned stating the amenities that we would need if we were to relocate. No one ever called back. Not receiving a refund for a rodent-infested house that we could not even go downstairs in because of the live rodents running around the house, rat droppings throughout all cabinets, a rodents' nest falling from the ceiling, and even having the appliances not work is ludicrous! Isn't it hilarious that they haven't even replaced these appliances! The state, "We are working closely with the owner..." Really? Replace the appliances. I feel sorry for guests who do not know and who will stay here with this rodent infestation and the appliances which will not work. Vacasa was not denied the opportunity to fix this situation. Just by looking at this line of communication with the BBB, everyone can see that I have tried communicating and resolving this problem. You have the opportunity to make this right, Vacasa, in the forum of the BBB by providing a full refund. It is the only business practice you should be using by the sheer lack of professionalism that has been presented. You have the opportunity right now to make this right. I expect a full refund, not a partial one. Make it right and you can record it here that you at least returned the money after putting our family through such a health risk.

4/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a vacation home and the first morning we were here the water was shut off for non payment by the owner. We have been contacting Vacasa all day and they assured us they would pay the bill and have our water back on but it is the end of the day and still no water. We are here with 4 kids who can't use the toilet or shower. Ruining our vacation.

Desired Settlement: $925 plus travel expenses from Yakima WA to Lincoln City Oregon.

Business Response: We are very sorry that the water service was interrupted. The home owner was hospitalized and we learned yesterday that he had failed to pay the bill. Vacasa was able to arrange for the water to turned on same day. The guest departed for the day and the water had been restored by the time they arrived home. The water valve had to be turned on, which the utility company failed to do. Our property manager **** arrived and turned the valve back on, restoring the water. We do not believe that this warrants financial compensation. When there is an issue in one of the homes Vacasa manages our goal is to resolve the matter as quickly as possible, which our staff was able to do in this matter. As of the writing of this response the guest is still in the home, through April 5th and we truly hope that they have a fantastic stay in Lincoln City. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

3/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I saw their ad for rental of condo at ******* ***** ****** in Galveston Texas. The dates I wanted were available, and I sent them my money. The next day they sent an email for me to review and sign. I sent them back an email stating I was traveling and not able to deal with this till I get back home. And was told okay. Now that I am back and reading form, Line A lists some restrictions,that was not mentioned anywhere in their ad, so I called and now have spoken with 3 different people. They keep giving me incorrect information and each person I spoke with came up with a different story. They say they will refund my money, minus 5%. I said, no, since this was not made clear from the original ad when I sent in my money, you should refund entire amount. They want to keep 5%. We are talking about 78.00 and for me it is principle! I have rented units in these condos many times and have never had this happen. When you call Vacasa, they give you the run around and refuse to let you talk with anyone else that may be able to help. Had I known of their unique policy (i.e. you can rent a condo, but you cannot have someone over for lunch or a drink, I never would have done business with them. I spoke with ******** ******* *** *******. ******* admitted she could refund the entire amount, but because I am now upset and angry over this, she didn't want to do refund. I have never dealt with anyone or any company that talked and lied to me in almost every sentence. Account_Number: ******

Desired Settlement: DesiredSettlementID: Refund I am requesting full refund of $1567.80

Business Response: We would like to make it clear that this guest booked online, and when booking online a guest must agree to terms and conditions. It is the responsibility of the consumer to read the terms and conditions that are presented prior to purchasing if they are booking via the internet. This person failed to do so. The complaint stems from her wanting to throw a dinner party in one of our homes which would have lead to more people being in the home than are allowed. Vacation Rental Homes have occupancy rates set by the local municipality or homeowner. We can not bend in these rules. 

My staff was willing to cancel the reservation with our standard 5% fee for cancelling a booking outside of 24 hours. They were polite and made attempts to help. Vacasa records all phone calls which makes it simple to review cases like this. This person was verbally abusive to my staff, screaming and using profanities. We finally decided to cancel the reservation and refund 100% in an effort to save our staff from being yelled at, cursed at and abused.

Vacasa has blocked this customer from renting with us in the future due to her abuse of our staff and consider this matter closed. We will not respond to this case any further.

**** ******* - Guest Services Manager


3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I rented a beautiful property Unit *** ** ** ******* **** (Reservation #******) Friday January 23rd through Sunday January 25th. As I said the property was beautiful but lacked two amenities we found mandatory; Heat and Hot Water. Here are the facts. 1. We check in at around 3:15pm Friday. The property was 66 degrees. I immediately set the thermostat to 74 degrees and a flame icon on the thermostat showed the system was ON 2. After one hour (4:18pm), it was still 66 degrees per the thermostat. Per the Vacasa instructions to call early with a problem we called Vacasa customer service. The representative told my wife it takes time to heat. We told her it had been an hour. She said don't use any hot water it takes away from the heat. We said we haven't been using any hot water, we have been sitting on the couch under a blanket. She said she would contact the local property manager and get back to us. 3. We waited, left for dinner and returned to the property with the thermostat still showing 66 degrees. We called back (6:39pm). We were told Vacasa had not been able to reach a local property manager yet. They would let us know when they did. My wife was now becoming very frustrated. This was my birthday weekend. If was also the 6 month anniversary of our wedding. ***** had made all the arrangement for this weekend so it would be perfect for my birthday and the representative was telling her just enjoy staying in the 66 degree property. 4. At around 7pm, I got up to use the bathroom. I washed my hands and the water was just warm and would not get hot. No HEAT now No HOT WATER. My wife called and reported this information. The representative told us just turn off the heat then the water will get warm. So it seemed hot showers and the jetted tub -- one reason for the rental -- were out. I found the property to be unacceptable to stay. It was a cold rainy night; we had no more time to wait for someone we were not even sure would come. We needed to find a warm place to stay before everything was full. We informed the representative we were leaving the property. She said she was trying to get space heaters for us. We said we were leaving. We were not will to choose between hot water and heat. She told my wife she would email papers for us to request a refund of our rental amount. We still have not received any refund request paper work. We left the property following the checkout process outlined in the property's book. We set thermostat to 60 degrees, took our one sack of garbage and left. We could not start a load of wash, the 3 hand towels we dirtied, because the washing machine was labeled out of order. On Monday, January 26th I called and talked to an Operations Supervisor. I told her the brief facts from our weekend and she said she would check it out and get back to me. Wednesday, January 28th, my wife received an email from her indicating Vacasa would not make any refund or adjustments. I responded to her email Wednesday afternoon, clarifying several of the points she made for accuracy. I have never received a response to my email. On Friday, January the 30th, I emailed the Vacasa CEO since I could find his email address. I have not received any response from him either. I have reached out to Vacasa in every way I know how. They do not publish on their website procedures to request refunds or settle disagreements. They never followed through with sending us a refund request form. They do not respond to emails.

Desired Settlement: I believe we are entitled to a full refund of the $395.93 charged our credit card.

Business Response: Vacasa is very sorry to hear that this guest was displeased with the accommodations that they booked and with the service that they received. We understand their frustration and apologize for their experience, but would like to clarify several points in this case.

The guest identifies the heat and hot water as two amenities that were not working during their stay. This particular unit is part of the ******* Views condominium and uses radiant heat. This particular type of heating system works differently than conventional heating systems. Radiant heat is an environmentally-friendly way of keeping a home warm using hot water. Unfortunately, there are limitations to radiant heating that you won't find with conventional heating systems. For example, this system cannot simultaneously heat the home while providing hot water. The water heater in this unit is responsible for keeping the home warm while providing hot water for the sinks, bath, and shower. When the guest turned the thermostat up to 74 degrees, the hot water in the tank was circulating through the home. During this time (and as the home tried to warm up), the hot water would not have been working because the tank did not have enough time to reheat.

Again, we understand the guest's frustration during this situation and agree that the home should have been above 66 degrees after having the heat on for several hours. Once Vacasa was contacted by the guest and alerted to the problem, our representative reached out to the local property manager. We arranged to have the local property manager bring space heaters to the home and to assess the situation to determine how to proceed. The night in question was cold and rainy and we understood the urgency of the situation. At no time would Vacasa ever expect a guest to remain in an unsafe and uncomfortable situation. However, the guest declined to have a property manager bring heaters or assess the property and chose to voluntarily vacate. During the phone call when Vacasa was informed by the guest of their choice to leave and find alternate accommodations, the guest confirmed their understanding of the Vacasa cancellation policy which denies partial or full refunds when a property is voluntarily vacated.

Our property manager assessed the property after the guests had vacated and determined that both the heat and the hot water were working properly. When vacating the unit, the guest turned down the thermostat back down to 60 degrees so the property manager was unable to observe the malfunctions that the guest referenced. It is possible that the heat was not working because of the rapid increase of heat when the guest first arrived (66 degrees to 74 degrees) or that an element of the system was not working correctly and was failing to properly heat the home. Unfortunately, the guest declined to have a property manager come and assess the situation so we cannot determine the cause of the heat and hot water problems experienced during this guest's stay.

The guest denied Vacasa and our staff the opportunity to adequately address their concerns. The guest chose to voluntarily vacate and find alternate accommodations and verbally confirmed that they were not adhering to Vacasa's policy and that no refund would be granted if they chose to voluntarily vacate. Due to this, we are unable to grant the guest's request for a full refund of $395.93.

The guest mentions that they did not receive any paperwork about requesting a refund which is accurate. In situations like this, Vacasa does typically reach out to the guest directly via email to determine the situation and assess any potential refunds. However, the guest adamantly told our representative that they would be immediately disputing the charges through their credit card company. When the situation is escalated and charges are disputed through a credit card company, we try to handle the situation with the credit card company instead of sending out the typical guest services email.

Again, we would like to apologize to the guest for their negative experience. We hope that theses clarifications will resolve this matter fully.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I DO NOT accept the business response to my complaint for the following reasons.
First, you do not dispute any of my facts. You only have tried to justify your inactions.
Second, your response admits you cannot provide both heat and hot water at the same time, two necessities required by Oregon state law for a rental property. This ecologic "feature" was not disclosed or advertized. If it has been, I would never have rented this property. Vacasa CEO **** ***** also seems to think the heating and hot water are a problem in his email to me:

We've been looking into solutions regarding the heat, initially we've trained our housekeepers and updated our materials to set the unoccupied temperature to 68 rather than 60 degrees. This should help greatly with the issues you've experienced.
We're also currently working with plumbers to see how we can increase the total capacity.
Thanks,
****
**** ***** CEO

Third, I STRONGLY disagree with the phrase "The guest denied Vacasa the opportunity to address the concerns". We place numerous calls to your representatives, each time the representative responded with a "we will get back to you" (Never did they initiate a call to us). We had waited 3 hours after the first call for a response by Vacasa. When we left the property, four hours after arrival, Vacasa was still trying to get a hold of a local property manager with NO estimate time of arrival. You state "At no time would Vacasa ever expect a guest to remain in an unsafe and uncomfortable situation", yet you left us in your 66 degree property with no hot water and no promise when a local manager would try to fix the situation for over 4 hours. We could have waited longer but would that mean waiting another 5 minutes, 5 hours or 5 days? We had no idea how long it would be for someone to show up. Even after we left the property, we never received a call that a local manager was on site so we could choose to come back. So, for Vacasa to say we declined to have a local manager respond is a complete untruth. I would more accurately say Vacasa declined to respond to our problems in a timely manner. I have asked before; when someone did respond was the property 66 degrees? How long did it take for the property to warm to 70 degrees? If you don't know, how do you know the equipment was working? If turning the heat up to 74 degrees makes the system fail, is this the system for a rental property?
Fourth, yes, we acknowledged the standard refund policy. However, in my mind STANDARD refund (choosing not to show up for the weekend) does not apply to being at a property that is 66 degrees and has been for 4 hours (uncomfortable) and we just want to get warm. YOUR representative offered to send us the refund request forms, we did not request them. I have NOT disputed the credit card charges. I felt credit card disputes were for fraud not bad service.
Fifth, if someone had actually responded, I am not sure I would feel I got my money's worth spending nearly $200 a night to huddle around a space heater making sure the central heat was off so we could have hot water.
Finally, you have not disputed any of the facts. You stand by the lone fact that we did not wait an unspecified amount of time for a property manager to show up at some unknown time in the future. You have documented, from your CEO's email that there are problems to be resolved with this unit. I stand be my original fair request for a full refund of $395.93.

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our family stayed at the ****** **** cabin near Tahoe City from 2/19/15 to 2/23/15. There were numerous issues with the condition of the residence, which I **** cover. The most egregious incident, however, was an individual who entered the house without notice and without warning while our 1 year old son and his babysitter were present. My wife and I along with our oldest son were skiing at Squaw Valley on the day of 2/22/15. Our babysitter reported that a vehicle pulled into the driveway and a woman got out and approached the door. She either had a key or used the lockbox and entered the shop and proceeded to the interior stairs. Our babysitter confronted her. The woman mumbled something about housekeeping and needing to drop off aq bag in the house. She rushed past our babysitter and put who know what into a locked closet. Ignoring for a moment that entering a rental unit with no warning conflicts with California law, this was a shocking incident and calls into question the safety and security of the house.I contacted Vacasa to register a complaint and the representatives were as shocked as I was. They promised to contact the owner and determine who had entered the house. The also agreed that this was wrong and should not have happened. I let her know that I would be filing a complaint wit the BBB and she encouraged me to do so. I **** say the customer service people were polite and empathetic. I couldn't 't sleep the last night we spent at the house. In addition the house had several issues which really point to neglect and doing things on the cheap. The upstairs toilet drained slowly, even with nothing in it. The coffee pot didn't work. The stove didn't work well at all. None of the clocks worked. The so-called cable TV had only the Network channels plus a few others like CSPAN. Most of these items could have been overlooked but together with a stranger entering the residence when our baby was home with the babsitter is unforgivable.

Desired Settlement: Vacasa has already emailed me to apologize and offer a night's charge removed. However, I expect a follow up regarding who entered the residence. If it was an employee, they should be terminated and if it was the owner, they should be removed from Vacasa'a listings. An incident like this can never occur again.

Business Response: We sincerely apologize for the matter that occurred during their stay. Vacasa has a strict policy that staff limit interaction with guests while they are staying in our homes, allowing our guests to enjoy a private stay. There are times when a housekeeper or property manager has to come out to the home to address an issue and assist a guest. Our staff is instructed to contact the guest with a phone call before showing up at a property. They are not to enter an occupied home under any circumstance without concent of the guest.

This employee was delivering the home's extra linens after they had been washed offsite. She states that she knocked, and feeling the home to be empty, entered to deliver the clean linens. This was an extremely poor judgement call on the part of our employee. She has been properly corrected and the negative impact this guest had as a result of her mistake were made clear.

I have interacted with the guest via email and via Yelp and he advised he considers the matter resolved. We have issued a refund and I've made apologies on behalf of Vacasa. We hope this satisfies the matter.

**** ******* - Guest Services Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Although there was no urgent need to drop off linens at the occupied rental and the housekeeper did not knock and instead entered straight through the shop, I consider that she has been made aware of the gravity of the situation and the matter is now closed.

Sincerely,

**** *****

3/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In February of 2015, I made a request for rental information on the ***** **** *** in Yachats, Oregon. When I enquired about the rates and more information, I did look at the policy page for the Inn that states I can cancel at least 24 hours before my reservation date and receive a full refund. When I received the email back with the quote, I made a reservation with the person on the phone. I was not told there was a different policy through the Vacasa company, nor was I told to refer to their website. When I received the confirmation note it did have a cancellation policy information under the Policies headline (#G), but directly under that it had a headline for the Unit Specific Terms (#G) that said the rental payments were fully refundable up to 24 hours prior to the reservation. I cancelled my reservations on Friday, February 27th (the reservations were for March 9th). I was sent an email stating that I would not receive a refund because of their 30 day policy. I emailed back that the web page for ***** **** *** stated a full refund as long as it was 24 hours before the reservation. Vacasa wrote back wanting to know where that information came from and I gave her the web info on the ***** **** *** and also stated that it was in the email she sent me under the Unit Specific Terms. Then she proceeded to tell me that I had to have purchased their Trip Protection Plan and have a specific eligible reason to receive any refund. She stated that that information was in the confirmation email that was sent to me upon booking. The Vacasa information was never sent or verbally discussed with me upon making the reservation. I responded back with an angry email and never heard back from them. I feel that I should get 100% of my refund back ($272.03), as I made the reservation using the cancellation policy of the Inn's website.

Desired Settlement: I feel I should get the full refund of $272.03.

Business Response: Please accept my apology on behalf of Vacasa. The ***** **** *** is currently our only property which allows for cancellation 24 hours prior to check in. The agent you were working with was mistaken. I've refunded the card in full as of today, 3/12/15 and have followed up with staff reminding them of this exception. - **** ******* - Guest Services Manager

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* ***********

3/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a house for 3 days near Joshua Tree. Upon arrival at approx. 8PM we were greeted with a very strong smoke smell. We had driven several hours and figured if we left the windows and doors open it might get better. We lit a fire int he fireplace and things were fine for the first hour or so. I then noticed the place was getting smokey. I checked the flue and confirmed that in any position the smoke continued to worsen. It got to the point we had to vacate and wait outside in the cold. Monoxide alarm eventually went off and upon inspection we discovered the smoke alarm was not installed properly. I installed it and it immediately went off. At about 12 we decided to return home because the smell was overwhelming and it was cold without the ability to heat the place with a fire. Contacted them the next day to make them aware of the situation and ask for a refund. We were denied due to "user error". Ruined our weekend, made all of our clothes stink like smoke and then kept our money.

Desired Settlement: Refund for the 3 days at minimum. Additional fees for cleaning of clothes and gas wasted would be ideal.

Business Response: First of all, we are very sorry that this guest's trip was cut short due to the issue with the fireplace. We did have our property manager inspect the fireplace upon the guest's report that the home had filled with smoke. This was, unfortunately, a case of user error. The flue opens towards the back of the chimney and in this case was not fully opened, which caused the excessive smoke.
We do have local staff available to assist in these situations, but were not contacted until the following day, when they notified us that they had vacated the home the previous night. This caused smoke damage to the home and cost Vacasa and the home owner to replace the bedding, curtains and to schedule extensive housekeeping to scrub the walls and ceiling.
While Vacasa did not issue a refund, we also did not pass the cost of damage on to the guest. We felt this to be a fair compromise in this matter. I will reach out to both the guest and home owner to see if there is any additional way we can work this out to their satisfaction.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
After filing this complaint we were contacted by Vacasa and offered a credit for the full amount of the weekend. However there are some details that are still incorrect. First off the house already had an intense smokey smell when we arrived as originally stated. After some time it was conceded that this "may" have happened before. It had happened before and any smoke or smell was already there and not our responsibility. We were also given the same story about the flue and it still doesn't make much sense. Flues have a simple handle either pull or push to open or close. We started in what I believe was the full open position and then tried the full closed position after the smoke started. Neither position did anything so maybe the handle was defective but that is not user error. I'm not saying Vacasa knew this had happened before but somebody did and the place never should have been rented with the smell and the non-functional fireplace. My guess is the fireplace was blocked and was subsequently cleaned after our stay. It was also indicated this may have been the reason the smoke alarm was disconnected. The only blame we can accept in this is not contacting the area manager immediately, but the reason is it was very late and we knew on the holiday weekend there was nowhere else to stay in the desert. There was no way they could have fixed the situation to make it livable quickly. So instead of waiting through the early hours to have someone come out, try to find another place (unlikely) and then move we decided to drive home and called first thing the next day.

Business Response: After engaging with both the guest and the local property manager we are happy to provide this guest with a credit towards another stay. ****, our property manager, assures us that the fireplace works and she is on hand to help guests with the flue. We've addressed this situation with the property owner and advised that if the flue is tricky for people to use, it should be replaced. Out guest's safety is of great importance to us. The property manager is aware of this guest's situation and has assured us that all issues with the unit have been resolved. Lastly, I do not want to cast blame on our guest at this point and am hopeful that by providing a rental credit we can resolve the matter to his satisfaction. - **** *******, Guest Services Manager

3/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Couldn't have had a worse experience with this company... Stayed in a town house in Sunriver Jan 23-25th. Showed up late Friday evening, the master bathroom toilet was broken. That itself would be reason enough for me to be upset. In addition, we found a used sock in a pillowcase in the guest bedroom, along with blankets that reeked of cat urine. The kitchen stove was un useable, due to the over worn burners that tilt to one side, causing one side of what ever you are cooking to burn and one side to be undercooked. Worst of all, we found some sort of needle located under the sheets of the hide a bed in the living room. It appeared to be the end of a hypodermic needle, rubber-banded to an empty ball point pen shell. Luckily, none of us were pricked, but that was terrible. We called Vacasa to get them to try and fix the toilet, and 6 hours later we received a phone call and they basically said "We cant get anyone to come out and fix the toilet while you are staying there, but man one toilet for 6 people really sucks. Sorry about that!" I have followed up with them since via e-mail and they have offered me $50 and a "10% off coupon for next time, because we here at Vacasa want the opportunity to make this right" That is not sufficient, and honestly almost laughable. I have since filed a dispute with my credit card company based on services not rendered as advertised. We paid for a 2 bathroom, and only received a 1 bathroom. I fully expect Vacasa to reply saying "Until the dispute is resolved between the customers CC company, we can no longer do anything on this file." I do not believe they stand by their claim that they want to make things right. Simply put, I would never spend any $ with Vacasa again.

Desired Settlement: I want a full refund & an apology

Business Response: Vacasa is very sorry that this guest was not happy with their stay with us. The guest checked into the home on January 23rd and contacted Vacasa on the 24th to inform us that one of the toilets in the home was not flushing properly. It is true that we were unable to get a local repair person to the home that day, and as there was a working toilet in the home it was not an emergency situation. After reviewing the recorded phone call, the tone between the guest and guest service agent was conversational and non-urgent. The representative the guest spoke to was empathetic that is was not convenient. The remaining complaints came after the stay and were not disclosed to Vacasa during the guest's stay in the home. Our housekeeping staff was asked to examine the blankets and found that there was no odor of cat urine. In fact, we do not allow cats in our rental units. We were not informed about a needle attached to a pen either until well after check out. Our staff was unable to find any evidence of this object, but we sincerely apologize if a previous guest had left such an object. To address the stove burners, the home has an electric stove. The burners are in working condition. The burners on electric stoves can be removed for cleaning. One need only remove and replug the burners and apply slight pressure to level the burners.
Vacasa has addressed the concerns this guest had and determined that the toilet issue warranted a partial refund of $50 and a discount of 10% off a future rental which is in keeping with our internal guidelines for issuing refunds A full refund would not be considered due to the fact that the guest remained in occupancy of the home for the duration of the reservation and because most issues were reported post stay.
We will consider no further compensation at this time as the matter is being resolved between the guest's credit card company and Vacasa. On behalf of Vacasa, I sincerely apologize that the guest did not enjoy their stay.

3/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: ***** ******** of the Vacasa Staff was a real let down when it came to customer service. I called in to let Vacasa know about a room called the ***** **** which I had reserved online for valentines weekend with my Fiancée. I informed ***** that although I had booked online I didn't receive a confirmation email so I wanted to be sure that I get one. At first ***** made it seem like I was getting in the way of her day. Once ***** started looking she said no I don't have anything for you sir, what name was it. I repeated my name and ***** then said nope another person has that room sorry I can send you some other rooms to look at by email. I explained to ***** that there must be an error in her system because I certainly booked it. She then went onto tell me that its not her issue and that I was the one who made an error and that She was the manager and there is nothing that can be done because I was wrong and she is right. Frustrated And perplexed I asked if this was something that happens often. ***** then took a deep breath and said I understand your concern sir but I'm as high up as your going to get and I'm telling you there is nothing I will do

Desired Settlement: A comparable room with updated kitchen close to the beach for this valentines day or a comparable value. Also a written apology from ***** ******** and ***** ** for putting me the customer last even after I informed repeatedly to contact the BBB if not resolved today. Both employees were irresponsible and terrible representations of a quality company. I'm very disappointed

Business Response: First of all, I would like to apologize on behalf of Vacasa if you received less than fantastic customer service. Please rest assured I will look into the matter and follow up with my staff.

After researching the matter, your reservation came through incomplete, missing payment information. Because of this the home was bookable to another guest. I sincerely apologize for the error and any inconvenience this caused you in your planning for Valentines day.

I will reach out privately via email to discuss this further.

2/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I am looking for your help regarding a missing pillow I lost in your property mentioned below. This is NOT an ordinary pillow because my daughter (3 years old) was strongly attached to it. I tried many time via phone & emails trying to find it but can't get the pillow mailed to me. The customer service told me they found it & mail it to me already without able to provide a tracking #. Reservation Number: ****** Reservation: lanjia lin Unit: Smokey Bear Lodge Address: **** ******* **** ********* *** CA, 96140 Check-In: 4pm Saturday, August 30, 2014 Check-Out: 11am Monday, September 1,

Desired Settlement: I just need your help to find the pillow & mail it to me.

Business Response: We are terribly sorry that this pillow was lost. It was left behind in one of our homes. On September 16th the housekeeping contractor mailed the pillow to **** ******* **** *** ******* ****, CA 94065 via US Mail. Unfortunately, there is no tracking info for the pillow. Vacasa has done all we can in this matter and do sympathize for the loss of a special pillow. We simply have no way of tracking the pillow with the US Postal service. The housekeeping contractor advises she will continue to try to locate the receipt for mailing to prove to this guest that we did mail the receipt.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
If the original receipt can not be located. Please provide credit card statement (Sept 2014) to confirm the mailing. Thanks.

Business Response: Unfortunately, I can not provide a business credit card statement for the outside contracted housekeeping company. As previously stated, the pillow was sent via US Mail on September 16th. The housekeeping contractor mailed the pillow to **** ******* **** *** ******* ****, CA 94065. We are terribly sorry that the pillow was received but have no further information we can provide.

**** ******* - Guest Services Manager

2/20/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We stayed in the ************** the Friday after Thanksgiving and checked out Sunday. Everything is extremely outdated. All of the blankets and throws in the house were covered in piling and animal hair. The upstairs toilet seat was bubbled and needed to be replaced. The beds were extremely uncomfortable, the pots and pans need to be replaced, as does the stove. When we arrived none of the lights in the living room worked, neither did the dvd player upstairs. This place was DISGUSTING. Here is a list of the issues we have taken note of: Filthy fridge with dried blood splatters - like meat was defrosted and never cleaned Lights don't work in the living room Glass coffee table has not been cleaned Living room throw is stained and dirty Debris/trash all over living room floor Q-Tips, candy wrappers, pennies, rocks etc, all over the upstairs floor Extra blankets were not folded they were merely thrown into the shelf upstairs DVD upstairs does not work (we were able to change out the batteries with our personal batteries to get the remote to work) Hair is everywhere (both human and animal) Spider webs were everywhere The dishes that were in the cupboards were disgusting - almost all of the glasses had lipstick marks on them. Trash was never emptied in the bin outside The shower was covered in pubic hair Whoever was is charge of cleaning this unit did a very poor job and had absolutely no pride in the work they do. We were unable to find another accommodation since we had a cooler full of food and due to the holiday, there were no hotels with fridges available. Due to the atrocious conditions of the home we requested a refund for the first night of our stay. We wasted a lot of time cleaning and looking online for alternative accommodations. They REFUSED to refund us a night nor did they offer to move our accommodations elsewhere and instead offered us a $50 cleaning fee refund a 5% discount on a future stay. I have yet to see ANY refund and that discount will never be used. They sent a cleaning person the next day, but they did not provide her with a list of our complaints so she was unable to clean everything we made notes of. We were treated very poorly and I was sent generic email after generic email.

Desired Settlement: I think a refund of one night of our stay is fair as we were unable to enjoy it due to the cleaning we had to do, attempt to fix the DVD player upstairs, and then spend a long time on the phone and writing emails with their "customer service" department. It is concerning that with the high levels of cleaning complaints, they are still able to do business.

Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ We are sorry to hear that this guest was not satisfied with their stay at The *************. First I would like to address that The ************* buildings are low end, inexpensive ocean front properties that are pet friendly and are presented as such. These are old, ocean front cabins and are priced as such. It's not that they This guest called to report that they were unhappy with the housekeeping. They paid a $50 housekeeping fee. We refunded the housekeeping fee of $50. To address the specifics, towns on the Oregon Coast have very strict trash regulations which include it being illegal for anyone but the garbage company to remove trash from a property to prevent illegal dumping. We are certainly sorry that the trash was full from the previous guest's Thanksgiving stay, however, we are unwilling to risk our staff being ticketed by local authorities and do not allow them to remove the trash. Vacasa housekeepers do not do the dishes in the home. This is something that our guests are responsible for. It's disappointing that the previous guest put away a glass with lipstick marks on it. We dispute the exaggerated claims of this case. I just listened to all recorded calls from this guest who made no mention of body hair in the bathroom. The unfolded blankets are blankets for the dog bed. We're sorry that the remote's batteries died but do not feel this warrants compensation. They have since been replaced. Vacasa issued $50 refund for the housekeeping complaints which was the full amount of the housekeeping fee paid. We do not offer free nights in these matters. We refund the fee paid for the service. While we understand that this guest is seeking further compensation the request was denied as they were provided a fair and reasonable refund. Initial Consumer Rebuttal /* (3000, 7, 2014/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is the absolutely worst company I have ever done business with. I hope future guests do their due diligence and research the multiple reviews and complaints that state the same complaints. The people who run the business are crooks and liars. *There is no dog bed in the home, so stating that folded blankets are full of dog hair because they're for a dog bed is a lie. *I didn't state anything about hair in the shower because when I had made the initial call, it was at night and we had yet to use the shower. I did tell the person who came to clean the next day about the condition of the shower. *I find it interesting that most of the complaints made were not addressed in the response from the business - most likely due to knowing that the problems did not stem from the age of the rental, but instead the laziness of the staff. * If the business expects customers to clean their own dishes, this should be inspected before the next occupant in order to avoid dirty dishes. Common Sense! * The business does not specify "cleaning fees" on their website. The confirmation page merely gives you a total. When I made the reservation it stated that the "fees" were around $65 dollars - I have no idea where the 50 came from since it's not listed anywhere. * The issue was not with the batteries in the remote. We changed the batteries ourselves - as mentioned. The issue was being unable to use the dvd player upstairs. I am extremely disappointed that this company continues to operate under the guise of a family friendly vacation spot. I am disgusted by their standards of customer service and their greediness. Maybe their unwillingness to refund is due to their inability to maintain a profit. Final Business Response /* (4000, 9, 2015/01/16) */ We are sorry that this guest was unhappy with the amount of the refund they were given by Vacasa. The fees paid by the guest, which are disclosed at the time of booking, were a $50 cleaning fee and a $14.85 booking fee. This guest was refunded their cleaning fee of $50 because their complaints were with the housekeeping. Vacasa is a very successful company and as such we have clearly defined guidelines for what we refund and how much. In the case of a guest unsatisfied with their clean they would be refunded the cleaning fee should there be verifiable issues with the housekeeping. In this case we deemed that the clean was not to our standard and did refund the cleaning fee paid at the time of booking. We are sorry that this did not satisfy but reiterate that this refund was fair and in keeping with policy. Vacasa does not provide free nights or refund nights in which guests occupied the home. Final Consumer Response /* (4200, 11, 2015/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will continue to post reviews encouraging potential guests to do their research by reading reviews and other complaints on the BBB website. I think the plethora of negative reviews and feedback speak much louder than Vacasa.

2/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I rented what I thought was a 4-bedroom apartment in Park City from Vacasa from 10/8/14 to 10/13/14. There were numerous problems with the apartment, including a lack of any keys, doors that didn't lock, and, most importantly, the fact that there were only 3 bedrooms. They were labeling an area where they placed beds in the basement between the main living space and the garage as a bedroom. There is no door separating this area from the main living space, entrance from the garage (which was the only entrance for which we had an access code since we didn't have keys) required ingress through this space, and it is impossible for someone to sleep in this space if anyone else in the entire apartment is up and around. As soon as I arrived at the apartment I called Vacasa to inform them of the error. I called and talked to 3 different people over an hours' time and even though they acknowledged there was an error in the listing they refused to do anything to rectify the situation. I found another apartment listed by Vacasa that was only 1 block distant that they confirmed was available, but they refused to make a swap. In addition, they said if we cancelled we would be responsible for the entire amount. Since I can't afford to pay for 2 rental homes, and we were already in Park City, I was stuck. Vacasa chose to protect their apartment owner client, who falsely claimed their apartment as a 4-bedroom apartment, rather than their customer. All 3 people I talked to at Vacasa stated that in these situations they protect the owner of the apartment and they illustrated that they have no regard for customer service or truthfulness as it concerns their customers. They were completely unwilling to provide any help whatsoever for our situation.

Desired Settlement: Refund of fees paid for the apartment.

Business Response: Initial Business Response /* (1000, 7, 2014/11/04) */ While we are sorry that this guest was unhappy with the unit they booked, we do not feel that their dissatisfaction warranted any refund or being moved to another location. This guest booked their stay online which lists the property as a 4 bedroom. The entire furnished basement level being the 4th bedroom. The unit is not misrepresented in any way and the guidelines for how the homes are listed by the city are quite strict. Under Park City regulations, this furnished area is a bedroom. Vacasa is unable to move a guest from one home to the next due to dissatisfaction. We are a property management company. When a guest books a stay they are booking with the home owner, through Vacasa. We do ensure that the property is in habitable condition and clean, but we do not have the ability to move guests as a hotel might. Again, we are very sorry that this guest was unhappy with the unit they booked but do not feel compensation is warranted in this matter. Initial Consumer Rebuttal /* (3000, 9, 2014/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I checked on the definition of a bedroom with Park City realtors and also contacted rental authorities in the Park City area. I was informed that it was not appropriate to list this home as a 4 bedroom apartment. Vacasa offered no apology for misrepresenting the apartment, they did not fix problems that we informed them of in a timely manner, nor did they apologize for other problems which we brought to their attention. I have never publically complained about customer service I have received from any company before, but I can say that Vacasa takes the cake, and I would not rent from them again and have advised others of the same. Their customer service agents were rude, condescending and lied on the phone on more than one occasion. At this point in time I don't expect any recompense, but I want to be clear that I do not believe that I have been treated properly. Final Business Response /* (4000, 21, 2015/01/19) */ Vacasa has received no reports of bed bugs in this or any other of our Park City homes. We take these claims very seriously and will certainly schedule an inspection of this home. It does seem surprising that this was not mentioned in any email correspondence during the guest's request for financial compensation or during the initial BBB responses if their friends informed them days after leaving. But again, we'll ensure the home is checked. We do ask that our guests email refund requests in writing after their stay at which time the requests are reviewed by our customer care dept. The manager did not deem the complaints to warrant financial compensation. We do understand that they were not pleased with the home. Vacasa staff should be able to clearly explain to our guests the policy on moving people. If that was not done in this case we apologize. Agents who are not truthful with our guests are subject to disciplinary action up to and including termination of employment. Final Consumer Response /* (4200, 23, 2015/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate the apology and the professionalism of this email. This is the first time during these interactions that it seems like somebody at Vacasa actually cares about customer service and honesty. Although the lack of any recompense means that overall I'm not satisfied with the response, I am not interested in continuing a back-and-forth dialogue. To clarify about the bedbug issue, I wrote all of my initial complaints while still in Park City, before I knew about the bedbug issue. In the midst of listing all of the other issues with the apartment in my first response to Vacasa's reply, I simply forgot about it. That was the reason for the delay in notification.

2/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We were deeply disappointed with the condition of the home that we rented in Homewood the weekend of January 16th. When we arrived at the home on the evening of January 15th, the bear fence was off and the laundry room door to the outside was unlocked. In addition, the sliding doors to the living room from the front deck do not lock properly and can be easily opened with just a couple of tugs on the handles. This gave us a feeling of unease and lack of safety. Once inside, it looked as if the house had been recently used without being cleaned after. There was dirty laundry in the laundry basket and underwear in a drawer upstairs. There were cups with water in the upstairs bedrooms and bowls with food residue also in the upstairs rooms. The beds all had an immense amount of dog hair on and in them. It looked as if a dog had slept under the covers in the upstairs bedroom. We arrived at the house around 8pm and immediately had to start cleaning it ourselves before we felt comfortable going to bed or sending our 3 children to bed. All the sheets and bed coverings had to be washed due to the levels of dog hair and because I did not feel as if the house was clean, I also ran all the dishes through the dishwasher before using them. I also washed all the towels in the bathrooms because they looked questionable and because at this point I didn't trust anything. There was a sticky residue on the nightstand of the upstairs bedroom and hair and soap-scum in the downstairs bathroom shower stall. When we removed the linens from the beds, there was a layer of dirt and hair on the mattress. In the upstairs bathroom there is open electrical junction boxes with wires very obviously exposed. This doesn't seem like it would be to code for a rental property. The carpets are stained and do not look as if they have been vacuumed anytime recently, let alone cleaned. The kitchen cabinets are extremely disorganized and it was difficult to find proper cooking items to prepare even the most basic meal. The coffee pot had coffee crusted inside it, so we cleaned it and ran it with just hot water before using it. The house was advertised as having "All the expected & essential supplies you'll need to prepare meals". This is definitely not the case. While I was not expecting a gourmet kitchen, I was expecting an organized one where I might find the basics easily accessible. Renters should be able to expect this if it is advertised as having a "fully equipped kitchen". The condition of this rental property was unacceptable to us and we feel that if you are charging customers a cleaning fee to use the premises, then you should ensure that the place is being cleaned before they arrive or after the last tenant has left. We have been part of a family of rental homeowners as well as renters of other properties in Lake Tahoe and Oregon and have never dealt with a rental in such condition. We will not be coming back to this company in the future as this almost ruined our much-needed vacation and relaxation. Our friends that stayed with us for the weekend also will not be using Vacasa in the future and we will be telling our friends, family and acquaintances about our experience. We emailed Vacasa the evening that we arrived with our concerns and we called the company the morning after our arrival to complain about the condition of the house. The woman that answered our call seemed uninterested and told us that the only thing she could do is get a cleaning crew over that day to fix the problem. At that point, most of the work had been done by us and we did not want strangers coming into the property while we were trying to relax with our friends and family. These people (the cleaning crew) had already failed. The only other thing she offered was the ability to complain via a survey we would be receiving. This is not an acceptable response.

Desired Settlement: Due to the fact that we had to pre-clean the residence before enjoying it, we are requesting a refund of the $185 cleaning fee and a refund of the $40 dog fee due to the fact that in no way did our small pet contribute and exceed the amount of hair and filth left behind by other dogs. The hair that is throughout the residence is a close match to the type of hair in the pictures on the wall of the family that we assume owns the place. If it is their dog that is shedding all over the residence, they need to take additional steps to ensure that is is cleaned u or disclose that this is a problem.

Business Response: Initial Business Response /* (1000, 6, 2015/02/09) */ Vacasa has resolved this matter to the customer's satisfaction prior to this case being posted online. Initial Consumer Rebuttal /* (2000, 8, 2015/02/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Vacasa responded to my emails shortly after I filed this complaint with the BBB. I am pleased with our agreement and consider this case closed.

2/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Our complaint involves the condition of a rental property we prepaid three nights. We arrived at 4:00pm to check in to the suite. We were delighted with the space and furnishings and the location. We unpacked everything and sat down on the loveseat to enjoy a little respite from our 6 hour trip and unpacking. The very strong smell of WET DOG began to permeate our senses. I got out the sheet provided for dog owners to use and put it on top of the loveseat hoping to mask the smell. After a bit I began to get a migraine headache from the smell and my husband and I decided the order was not going away and we couldn't spend the night there. We called the number provided and asked for other accommodations. The person on the phone said she couldn't authorize a move until the our complaint was "evaluated" by housekeeping and that they would send someone over. We waited 45 minutes, we had to sit outside because the smell was so obnoxious. My husband called back and said that no matter what housekeeping "evaluated" we could not stay here and would like different accommodations. The person my husband spoke to said that there were no other rooms available where we were staying. We asked if there were any others in Cannon Beach. She would not give us this information.We realized that there was not going to be an acceptable solution, if housekeeping came and masked the odor with cleaning fluids it would be more unpleasant. We were left with no alternative but to take care of our own needs for a place to stay. It was getting dark and we needed a place to stay.Believe me when I say we did not want to have to unpack everything then pack up all over again then unpack again!!! If the smell had been tolerable we would have stayed. We have a right to expect that the room would be free of obnoxious orders!!I expect a full refund. I visit Cannon Beach twice a year for June Plein Air event and The Stormy Weather event as I am an artist at The Haystack Gallery. If I do not receive a full refund I will have to give a negative review and I will call the better business bureau and report my experience, as well as share my experience with other artists, gallery owners, and visitors. I don't think we were treated fairly with any helpful solutions. The studio obviously needs a deep cleaning and housekeeping should have reported this rather than let it slide and have the next guests suffer. Please contact me ASAP. ***** ******* This was our reply from the company; Hi , We were disappointed to hear that you were unsatisfied with your recent stay at Ocean Spray - *****************. Here at Vacasa, customer satisfaction is a key priority for us, and we would greatly appreciate your input so we can prevent this issue from impacting future guests. To this end, can you please describe the issue you experienced? How would you suggest we can best prevent this issue with future guests? Any other comments? We appreciate you taking the time to document your thoughts regarding your stay for Reservation #XXXXXX. Someone from our team will be following up shortly. Sincerely, Vacasa Guest Satisfaction Team Unsubscribe Update Profile

Desired Settlement: A full refund

Business Response: Initial Business Response /* (1000, 5, 2014/11/24) */ Vacasa is very sorry to hear that this guest was displeased with the accommodations that they booked and with the service they received. The primary complaint refers to a pet odor that ultimately led to the guest choosing to vacate the unit. This home is a pet-friendly home and advertised as such. Due to the fact that many people are sensitive to pets and pet dander, Vacasa clearly notes which units are pet-friendly on both our website and on other third-party advertisers. While we make every effort to ensure all homes that we manage are throughly cleaned prior to each stay, many homes that are pet-friendly may retain lingering evidence from past stays. This includes, but is not limited to, a mild dog odor or pet dander. With the vast portfolio of homes that Vacasa manages, guests with pet sensitivities have a variety of homes that do not allow dogs to choose from when booking. As a property management company, Vacasa has different restrictions than a hotel when it comes to moving guests when an issue arises. At a hotel, the guest is booking with what can be viewed as a single owner of numerous units that can be interchanged without revenue loss. When a guest reserves a home, they are actually booking with the owner under Vacasa's management. Vacasa manages numerous owners who usually only have a single home that we are responsible for and maintain. This guest requested to be moved, but due to these specific restrictions, we were unable to accommodate that request because that rent belongs to the specific owner (not Vacasa). Due to these complications, moving the guest is a drastic solution only used when no other options are available. As soon as we were informed that the guest was experiencing problems with the unit, we immediately offered to send a housekeeper to address the issue. The housekeeper would have been able to attempt to clean the home to the guest's satisfaction and, if that was unsuccessful, then we would have been able to discuss moving the guest or other solutions. The guest assumed that we would use chemicals to attempt to mask any odor and declined multiple offers to allow a housekeeper even to stop by the home to fully assess the situation. The guest was informed that voluntarily vacating the unit without an authorized move would mean forfeiting the reservation. Vacasa did offer to find other accommodations and explained that the new reservation would be at the guest's expense. The guest was informed that no refund would be offered if they voluntary vacated. The guest chose to vacate the unit before Vacasa staff had the opportunity to address their concerns. Due to the relationship between the owner and Vacasa, we are unable to refund the full amount as requested by the guest because that rent for the unused reservation belongs to the owner. However, we are more than willing to refund all fees that went to Vacasa. As of November 24, a refund of $66.11 was issued to the guest's credit card. This amount is for the $47 cleaning fee and $19.11 booking fee. This is the maximum refund that we have the authority to offer. Initial Consumer Rebuttal /* (3000, 7, 2014/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are untrue statements made in this response. First of all we did not, repeat did not refuse to have housekeeping come out to assess the complaint. In fact we waited 45 minutes in the dark outside waiting for them. The smell was so strong that I developed a migraine headache and could not wait inside. It was getting cold and dark and apparent to us that there was no help available from this property management company and that we were on our own to meet our needs for a place to stay that night. It is also untrue that they offered to find us other accommodations, when we asked for other accommodations the only response we received over and over was that they were not "authorized" to provide this information until the property was "assessed" by housekeeping. Put yourself in our shoes, they were sending out the very person or persons who left the property in the condition we found it so logically they would either defend the condition or clean with chemicals that would further aggravate my migraine. Since checkin was not until 4:00 pm and it was now 5:30 and the town was filling up available rooms for the night because it was a special event, Stormy Weather Festival, we had to take care of finding a place to stay. I have never had a problem in the past renting from **** another company in "pet friendly" properties. This property needed a deep cleaning early in the day and did not get it. Housekeeping did not do their job which reflects on management and their standards and practices of inspection. If I were this property owner I would immediately remove my property from Vacasa Property management and find another agency! Since my experience I have read many negative reviews of Vacasa's management and renters complaints. While I appreciate the meager refund of fees, we lost 432.00 in a prepaid reservation and expect a larger settlement. I was in Cannon Beach working as an artist in one of the galleries and this was a major expense for me to bear. Final Business Response /* (4000, 12, 2015/01/22) */ Again, Vacasa apologizes to this guest for their negative experience. The guest has made several assumptions that we would like to dispute. The guest has suggested several times that our housekeeping staff, if given the opportunity to visit the home, would have either defended the condition of the home or attempted to use chemicals to mask the pet odor that was causing the guest discomfort in the form of a migraine. The purpose of having a housekeeper evaluate and assess the situation was to provide information to our manager so that we could take steps to find a suitable solution that would allow this guest to comfortably enjoy the rest of their vacation. After investigating this matter thoroughly, Vacasa apologizes if the condition of this home was not up to our standards when the guest arrived. While missed cleans and mistakes do unfortunately happen, we have taken steps to hopefully prevent any future issues from occurring. Vacasa makes every effort to ensure that all homes that we manage are throughly cleaned prior to each stay. Many homes that are pet-friendly may retain lingering evidence from past stays, despite our best efforts. Vacasa is a large company and, although we have local managers and staff that maintain each of our homes, we operate remotely. According to our policy, any request for relocation is a decision that must be approved by a manager. While we understand the guest's frustration, it does take some time for our manager to investigate the situation and coordinate between housekeeping, the local manager, and the guest to find a suitable solution. At the time that this issue arose, we unfortunately did not have any staff nearby that could immediately inspect the home. When it was explained to the guest that we would send our staff as soon as possible, the guest declined our offer and insisted on being relocated. The guest was informed that voluntarily vacating the unit without an authorized move would mean forfeiting the reservation and that, in accordance with our policy, a member of our staff had to perform an assessment before we could relocate the guest. Unfortunately, the guest did choose to voluntarily vacate the home prior to the situation being assessed by a member of our staff. While we understand that this guest felt the need to immediately find new accommodations due to the festival, the safety and comfort of our guests is our priority. Vacasa denies this guest's allegation that "we were on our own to meet our needs for a place to stay that night". At no time would Vacasa or any of our staff deny safe and comfortable accommodations to a guest with a valid reservation. We were denied the time and the opportunity to follow proper procedure in resolving this matter. While we sympathize with the financial strain experienced by this guest, we maintain that the compensation offered by Vacasa is fair and in accordance with our policies. Final Consumer Response /* (4200, 14, 2015/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not true that we denied the assessment. We waited an hour outside in the cold night air for housekeeping staff to arrive. That is the point when we realized we were on our own to find accommodations for the night. If the comfort of the guests were truly their priority they would have found us other accommodations for the night and cleaned the property completely the next day instead of making us wait over an hour at that time of night. If this is their policy then all I can say is beware and don't rent from this company if you expect as a consumer treatment any hotel would consider standard.

2/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Vacate does not manage my rental property. Vacasa acquired my prior management company and I was invited to contract with Vacasa but I said no. I have a different management company now but Vacasa continues to advertise my condo for vacation rental. I have tried with phone calls and emails to resolve this.

Desired Settlement: Please take my condo off of the Vacasa and the *********** vacation rental websites, stop advertising my condo for rent, do not rent my condo and confirm to me in writing that we have no ongoing relationship and Vacasa is not my management company and there are no rentals on my condo through Vacasa. Also confirm that Vacasa is not authorized to enter my condo and is not entering my condo.

Business Response: Initial Business Response /* (1000, 6, 2015/01/20) */ Thank you for bringing this to our attention. Vacasa did purchase ****************** and during the acquisition we assumed the contracts in place for **********. We were legally able to list the homes on Vacasa.com, but until the owner signs a Vacasa contract the home was not bookable. This home has been removed from Vacasa.com and will not be listed, nor will we book the home or allow any of our guests or staff to enter the home. I will ensure that you receive the documentation from Vacasa that you are requesting, and apologize if resolution of this matter took longer than you'd have liked. **** ******* - Guest Services Manager

2/5/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I believe there would be entirely too much space to describe in detail all of the problems so I will summarize the significant problems. I rented a vacation home in Park City Utah, the largest of problems is that our stay was interreupted by individuals who said to be sent from the owner. They entered our vacation home without our permission, and forced us to move our belongings (vehicles) off the property we were renting. During the majority of our stay the power to the main entertaining area would not function properly, and the upstairs bathroom flooded into the downstairs. When we contacted Vacasa for assistance with the maintenance problems, we were informed that the property manager would arrive promply, which didn't happen. Instead we wasted the majority of the day waiting for maintenance to arrive. When we were not waiting for maintenance it was virtually impossible to leave the property because the snow in streets was not routinely plowed. We have a large SUV and were unable to safely leave the property becuase of this. Toward the end of our stay the smoke detectors ended up randomly and spiratically going off early in the morning which was resolved by maintenance dismanteling them. We made an effort to leave the property early, but was informed by Vacasa that there were no additional properties that we could rent in the area! The property had decor that was not clearly shown in the photos of the rental, which offended some of our family. The decor was a significant amount of Taxidermy of various animals, there were pillows made our of animal skin, and rugs made from the fur of animals. The majority of what should have been a vacation was spent cotacting Vacasa! During and after our stay we contact Vacasa for a resolution, of which has yet for come to fruition. I emailed Vacasa on 12 December 2014, after communicating with a Vacasion Guest Satisfaction manager named **** ** who has not returned my email in over three weeks.

Desired Settlement: I would like to work with Vacasa about finding a reasonable resolution to the concerns that I had, but was hoping to ask your guidance if I should forgoe this and take legal action instead? I have an appointment with legal on 5 January 2015 but wanted to attempt to resolve this without taking legal action.

Business Response: Initial Business Response /* (1000, 5, 2015/01/16) */ Vacasa is always sorry when a guest is unhappy with their stay in one of the homes we manage. In this matter, Vacasa has no control over the city's plowing schedule nor do we feel that the owner's decorating choices are offensive. While we empathize that the guest was unhappy with these aspects of their stay, they are beyond our control. The owner of this home keeps 1 car in the 3 car garage during the winter months. There was a misunderstanding when the car was to be returned to the home. The guest is right, it should not have happened during their stay. I have refunded the guest for that day because of the intrusion. We do acknowledge that there were some issues with the breaker box to the downstairs living room as well as a loose pipe which caused minor flooding and smoke alarms which needed new batteries. These issues were taken care of by our local maintenance person. Regretfully, during a holiday week when we are at maximum occupancy, our local staff must prioritize tasks. We are sorry they had to wait longer than they'd have liked. Because of this we settled on a refund amount of $187 for maintenance issues and $147.33 for the intrusion when the owner's car was returned. The check has been mailed.

1/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We stayed at a home in Sunriver, Or. with our family over labor day. Upon arrival, the kitchen was dirty, there were no wine glasses, coffee grinder, or not enough working bikes for our kids,and the beautiful shower leaked all night long. All of these items were promised to be supplied in the reservation confirmation. We complained when we got home, but no one in the company was willing to do anything, but just apologize. Then I checked my American express and noticed that I was overcharged for the home in the first place. Our reservation request stated a $400 per night charge, but we were charged $415 per night, plus taxes and fees. My husband was never emailed an actual total in price, only the reservation request. I requested a receipt when we got back, and they insisted they sent it to him. I did try to ask for some sort of refund, especially for the cleaning, since it wasn't clean. They stated they would not do anything for us. I will never stay at any of their properties again, and take every opportunity I have to tell others not to either.

Desired Settlement: I want a credit for something, especially the $45 total we were overcharged.

Business Response: Initial Business Response /* (1000, 7, 2014/11/19) */ First of all, we would like to apologize if the home was not cleaned to the guest's standard. We did receive an email on the night of check in stating that they were not completely satisfied with the housekeeping, but they did not ask for any assistance from our staff to address the concern. The home had been cleaned by 2 members of our housekeeping staff prior to the guest's arrival. We have addressed with the home owner that they should either remove or repair the bicycles from the home and reported items missing from the kitchen. These items do not figure into the rates charged for the home and therefore do not warrant financial compensation. Our rates are clear at the time of booking. This was an online booking so all info is customer facing. This was a holiday weekend with rates at a premium. $415 for each night adding up to $1245 in rental fees, plus fees and taxes. Vacasa would be happy to revisit a partial refund of the cleaning fee in an effort to satisfy this guest, however there is currently and American Express dispute for the full $1733.41 sum and until this is resolved we can not move in that direction. Initial Consumer Rebuttal /* (3000, 9, 2014/12/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. I did request to have my cleaning fee refunded with your company back on October 20th and was denied my request. This is why we went to our credit card company. The credit card dispute is no longer. Therefore, I will accept refund of our cleaning fee and that would resolve this matter in full. Final Business Response /* (4000, 11, 2014/12/18) */ Reaching out to the guest to resolve this matter.

12/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a cabin for 8/31/14 to 9/3/2014. We arrived at the rental home on Sunday, August 31, 2014 at almost 8 PM. Upon entering, we noticed a disturbing smell, a cross between wet pet hair and bad body odor. We left the door open for a bit to air out the place. Upon initial inspection, we found long black hairs around the shower drain, and long white pet hairs on the sofa. We attempted to call the phone number that was provided in the email instructions. The rental home is in a wooded area, so there is no cell phone service. The land line gave us a busy signal all 5 times we tried to call. We emailed the property manager immediately. After having spent over 4 hours on the road, we were tired and did not want to leave. So I used the on site vacuum to clean things up a bit. Hoping to somehow remove the odor, my wife looked under the kitchen sink for Lysol. She found a dirty pile of sponges and random bottles of unknown liquid substances. Please see the attached photo. Now concerned about what was used to clean the house, especially the kitchen counters, we wiped down all surfaces with our OWN Lysol wipes. All of this sprucing up took almost an hour. And as it was getting dark and cold, we closed the doors and windows. Because of the odor, we were unable to sleep and my wife started to feel a bit ill. So we decided to drive home at 2:30 AM the same night. We were emailed the morning of August 31st, notified that early check-in was not possible as the place had to be vacated and cleaned. The property manager called me at about noon on September 1st. She said the odor might be lingering because the house was closed up for the past week due to nearby construction. If so, why the need for a late check-in? The charges were $141.67 for each of the three nights we were to stay. The total fees were $677.65, a bulk of which was a cleaning fee. The rental home itself is a charming little cabin. But it was not cleaned appropriately, leaving it smelly and unsanitary.

Desired Settlement: Full refund. And at the very least the cleaning fees.

Business Response: Initial Business Response /* (1000, 5, 2014/12/03) */ I will reach out to this customer privately to explore the matter. This matter is in dispute with the customer's credit card company. We will look to compromise with the customer.

12/15/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: In July of 2014 I rented a unit through Vacasa. This unit is called ******* **** **** - Sag Harbor. The check in date was November 25. The checkout date was November 29. I rented this unit because of its location in Rockaway, its proximity to the beach and its amenities. Vacasa describes this unit as oceanfront. It also says it is "right on the beach." When we arrived we found that this unit is separated from the beach and the ocean by a very think patch of bramble. I have stayed in oceanfront accommodations and this unit is simply not oceanfront nor does it sit "right on the beach." The view is described as "fantastic." I have stayed in oceanfront properties up and down the Oregon coast. The views in this unit do not approach "fantastic". Vacasa describes this unit as "beautifully finished." This is simply not true. In fact, the unit is not finished at all. There is nothing on the walls in the bedrooms or in the bathrooms. There is very little in the way of decor in the unit. There is no furniture in the bedrooms. We were forced to simply open our suitcases on the floor. The lighting is minimal throughout the unit. The kitchen is described as "gourmet." It is not. We bought food to prepare our Thanksgiving dinner. We quickly realized that it would simply not be possible to cook our dinner in this unit. There were a few worn frying pans. There were no items with which to bake. There are insufficient cooking utensils. The "plush sectional sofa" is broken and stained. It is, however, the only seating in the living area. I have some back problems and I found it incredibly uncomfortable to sit on this sofa. There are bar stools that face the kitchen island. They are not the stools depicted by Vacasa on its website. They are poorly constructed and they are far too high for the island. It would have been incredibly awkward to sit on these stools and attempt to eat at the kitchen island. I have a photo that depicts this. We found folding card table chairs in a closet. For the one meal we ate in this unit we sat on the card table chairs and used the bar stools as make-shift dinner tables. It was almost comical. The beds in the booth rooms have very low-end bedding. Given the price charged for this unit, I expected better bedding. The best aspects of this unit are the two bathrooms. They are well done. However, there is little in the way of decor in either of them. The Vacasa description indicates "you will find everything you need here in your private oceanfront estate." This is simply not true. The elevators are "indefinitely" out of order. We read that a previous visitor actually got stuck in the elevator and had to be freed by the fire department. Why is the elevator not repaired? There is no internet service in this unit. I did realize after I returned home that Vacasa did not indicate that this unit had internet service. But, candidly, it never occurred to me that a unit that claims to have "everything you need" would not have internet service. One can get internet service at the airport, at a cheap motel, at a coffee shop and the local library among many places. I had access to internet service in the Himalayas in Nepal. It is truly hard to fathom why the owners of this unit do not provide internet service. It is unacceptable to not provide it. When we arrived, we found toilette paper in one of the toilettes and unwashed items in the kitchen sink. The batteries in one of the remotes were dead. We were greeted by loud music coming from the unit above. We did not realize that that there were units on top of each other in this complex. Had we known, we would not have rented a unit with another unit above it. We stayed one night in this unit. The next morning we ate breakfast and left the unit at 8:30 AM. I brought my mother with me for this stay. I was expecting another friend to join us for Thanksgiving. We were all looking forward to a very pleasant stay on the Oregon coast. Instead we returned home and totally changed our plans for the week. I took numerous pictures of this unit. I can provide them and you can compare what we found with what you have on your website. Your website description constitutes advertising and it is not accurate.

Desired Settlement: I paid $880.66 to rent this unit. I am willing to pay for one night. I am asking for a full refund of the remaining nights.

Business Response: Final Consumer Response /* (2000, 6, 2014/12/15) */ I received a refund. Please close the case. Thanks, *****

12/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a property from Vacasa during October for four nights in Seaside Oregon. It was a last minute rental without reviews but looked like a great place. We received our checkin instructions which stated that we would find a "beautifully cleaned and well equipped home". After a 7 hour drive to our destination we arrived at 4:30 pm to find a house that had been neglected in its cleaning.... sticky stains throughout the floors upon entrance including dried mud and leaves and on the kitchen floor, food spills: oil, & other sticky stains & crumbs left on kitchen counters and tables. Old coffee grinds in pot, the stove covered in grease & the fridge was left filthy with many food spills throughout its shelves and sides. We were extremely disappointed to have to deal with this 'cleanup' before we could even put away our groceries. While Vacasa requires we contact them immediately with any problems, there is no phone to do so & if you are visiting from another country it makes this communication difficult. So we were able to send an email immediately, explaining the situation as well as letting them know about a leaking bathroom sink. (Not a big deal, just being helpful). The correspondence was basically this, 'we can send around a housekeeper to clean up', to which we responded: we have already done the cleaning, (since we would obviously not be leaving this 'mess, when we plan to be cooking and unpacking food etc). So we said, thank you but we don't need a housekeeper as we aren't going to leave this mess to the next day...and the sink is fine till we leave. The original vacasa girl we communicated with apologized for the unclean condition and said we would be receiving an email from the Guest Satisfaction Manager, in which we could 'request a refund' for the inconvenience. Since this was the first time we had rented from this company and while we were not very happy with the condition of the house ...(including a leaking hot tub that we discovered had to be topped up with water a couple of times during our stay we did this as responsible renters so that there would be no damage done to the tub) additionally, the towels at this rental were smelly & musty so we also had to wash them all before use. We were however, positive and wanted to enjoy our vacation... so as mentioned we appreciated -at the time the offer to 'request a refund'. (Thinking that this would actually be honoured). When we left the home we cleaned it, took out all garbage, washed towels and stripped the bed to ready it for the housekeeper). Once we received the expected email, which was actually just a review, I emailed Vacasa to express our frustration that the basics in which they promised "beautifully cleaned home" was actually not the case. Surprisingly, *** informed us that since I was now bringing this to their attention 'RETROACTIVELY' there was nothing they could do for us...Oh, except a 5% discount on our NEXT rental from Vacassa... (Seriously, you're kidding me - right?!!) Really?? I don't think so...this is not 'retroactive', did you actually read the emails that were sent immediately upon arrival? Particularly the one where ******* said we would be able to request a refund when they sent us a guest satisfaction email?? *** eventually responds with; since 'you refused a housekeeper there is nothing we can do for you'. Now we feel we were extremely reasonable in requesting a 'partial refund' of our last night's stay back. Really it would be a compensation for our inconvenience due to Vacasa's cleaning neglect to which we paid top dollar for cleaning fees, hot tub fees & booking fees. Vacassa is a business of vacation home rentals I think it is a basic expectation to have a clean home in good working order... what we found upon arrival was unacceptable & it is not good enough to be told 'there is nothing more we can do for you', when in fact they did nothing & indicated that they would provide a refund. Good business practice involves customer satisfaction and from our experience dealing with this company we would not recommend them or use them in the future. After reading the other BBB complaints for Vacasa I realize that this is the reputation that they have developed for themselves and had I read them before, would most definitely have stayed away!! Oh, and interestingly I did fill out the review to which they claim are always posted... guess what?! No surprise here, the review was not posted!!

Desired Settlement: As they suggested in the email correspondence that we would be able to request a refund for the neglectful & inconvenient state the home was found in, we requested a partial refund of $135.00 which is not only reasonable but also fair.

Business Response: Initial Business Response /* (1000, 7, 2014/11/19) */ I will reach out to this customer personally to offer the requested refund.

12/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The stay was for six nights. (Sunday, September 14 through Saturday, September 20th). I am disputing 50% of the charge which is $ 453.13. See below for the e-mail I sent Vacasa. I did call Vacasa on the second morning I was at the rental home. I spoke to an employee named ****** and then to ******. I was asking for monetary compensation, but was told nothing could be done until my stay was complete. After my stay was over, Vacasa emailed me asking me to give them details of my experience at the house. I sent the email they asked for when I arrived home, detailing my experience. Eight days passed ******* any response. I called Vacasa @ XXX-XXX-XXXX on Monday, September 29th and asked to speak to a supervisor. I was told that customers don't get to speak to a 'live' person - everything has to be done by email. This is a horrible business practice and bordering on illegal. I was told to send my email again, which I did. I also included my phone number. I still haven't heard from anyone as of today (September 30th, 2014) ******************************************************************** Regarding Reservation # XXXXXX I took two of my friends to ********** *** because it was a retirement celebration for all three of us and one of them had recently completed her Chemo and Radiation treatments for Breast Cancer. We were very excited about staying there. When we arrived, I opened up the garage door and the smell from inside made me nauseous. I thought I would vomit. I put 2 pieces of tissue in my nose so I could check it out. First, I noticed both Garbage Cans IN the garage. And they were both almost filled! How could they be emptied if they were both IN the garage? I opened up the RECYCLE can and found 2 bags of garbage in there. Later that evening, I took some of the garbage to the local grocery store and put the trash in a garbage can outside. They both smelled very badly. I wheeled them outside. But the smell was still awful! As I walked toward the sink at the back of the garage, I saw what was really smelling. (During all of this, I asked my friends to back the car out of the garage and go through the front door with our luggage AND I was embarrassed.) What I found was a 5 gallon bucket filled with discarded crab shells and crab 'guts.' And next to that was a large black planter that was filled with trash. I went to the kitchen and grabbed 5 large plastic bags. I doubled 2 of them and filled them with the crab shells - still with the pieces of tissue in my nose. I filled the other bag with the trash from the planter. I smashed them into the large garbage can and NOW the can was filled. This all took over an hour. I sprayed the garage with Febreeze and it didn't help. I walked into the Laundry Room from the Garage and detected the Crab smell in there. Thankfully, the smell wasn't in the rest of the house. We made sure to keep the Laundry Room Inside Door closed so the smell wouldn't go into the rest of the house. The smell in the Laundry Room never went away. When we stayed at the house, I hung Bounce Sheets on the door knobs and burned scented candles. It didn't help. I was wondering how long that trash was there - since the last renter left?? There was also a styrofoam cooler just laying on the front lawn and the lid was in the garage. The cooler had snails on it. I really do love this house. I've stayed there before when ******** ******* managed it. The rest of my complaints will be listed - this is too much typing. * there was a broken counter stool laying on its side next to the TV (why wasn't it in the garage?) * 2 light bulbs burnt out on the ceiling fan (when we arrived) * the large clock on the wall needed a new battery * 1 louver from the window 'shade' was just laying on the floor in the kitchen pantry * another louver fell off while we were there so I put both of them on a table in the garage * the window shades with these missing louvers were dirty as well as the mirror in the master bedroom * the window in the front bedroom was open when we arrived * there were some dead flies on the window sill next to the kitchen table * the first time we used the dishwasher, it leaked, so I had to mop up the floor. However it didn't leak again while we were there, but I did place a pan under it just in case. It doesn't look straight - maybe it should be slightly re-positioned. * we washed clothes and when we went to put them in the dryer, we found the dryer filled with 6 sheets a few towels, and some pillow cases - they were all packed in there. When we left, I put them back in the dryer. * the (3) sliding door tracks were dirty and had sand in them I called most of this in Monday morning to Vacasa. I talked to ****** and he wrote things down and said someone would be contacting me. While we were gone, ***** came and left me a note with his phone number. He said he removed the smell, but he really had no idea how bad it was AND the smell was NOT gone. I also talked to an employee named ****** about getting some monetary compensation, but she told me I would be contacted when my stay was over. My contact Cell Number is (XXX) XXX - XXXX ***** ****

Desired Settlement: A Refund in the amount of $ 453.13 (50% of the credit card charge).

Business Response: Initial Business Response /* (1000, 5, 2014/10/13) */ Vacasa has issued a refund in the amount of $215 on October 1st. The refund breakdown is $115 for the cleaning fee for any and all issues the guest had with the cleanliness of the home plus an additional $100 for any and all other issues the guest had with the condition of the home and any service issues they feel that they had. We consider this a fair and appropriate amount of compensation. No further refund will be offered. Initial Consumer Rebuttal /* (3000, 7, 2014/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response to me and you doesn't even address the main problem I had. I feel that they should refund me the entire cost. However, to meet in the middle, I would accept one half of the amount I paid which is $453.13. They never really addressed the problems I endured and their 'apology' was not sincere. Final Business Response /* (4000, 12, 2014/11/25) */ We are sorry that the guest does not feel that they were issued a sincere apology in this matter. We do take our guest's feedback very seriously and did give careful consideration to the refund in this matter. Vacasa has internal standards for refund amounts. The majority of this guest's complaints were in regard to the cleanliness of the home which resulted in a refund of the full cleaning fee ($115) plus an additional $100 for all other minor complaints about the home. We are unable to refund 50% of the stay and feel that a fair and reasonable refund has been issued.

12/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to provide itemized receipt, enforcement of term not within contract, failure to return phone calls, failure to return email correspondence, failure to provide customer satisfaction, misadvertisement of product, and misrepresented state of product. We rented a cabin - it was dirty and not the correct unit size as advertised.

Desired Settlement: We would look a full refund of our cleaning deposit as the property was filthy.

Business Response: Initial Business Response /* (1000, 5, 2014/09/29) */ First of all, we would like to clarify that Vacasa charges a cleaning fee, it is not a returnable deposit. Vacasa has denied any refund in this matter. We were not informed of any guest concerns during their stay with us and had no opportunity to address or verify their concerns. We do not issue refunds in matters reported post stay. This home size is not misrepresented in it's listing. ****************************************** Vacasa has replied to each of this guest's emails. We do not engage in conversations regarding refunds with guests via phone calls. All refund correspondence is via email. We are happy to provide itemized receipts. See below. Rent 270.00 Nightly Rate (Rent Only): $135 Fees 249.50 Cleaning Fee: $125 Booking Fee (4.95%) : $24.5 Pet Fee : $80 Hot Tub Fee : $20 Tax 41.56 Trip Protection 0.00 Addons 0.00 Total 561.06 Initial Consumer Rebuttal /* (3000, 7, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no contractual requirement that a guest contact Vacasa during their stay if the property was in poor condition and/or filthy. The guest book did not mention a requirement, the emailed contract had no requirement, and the unit was improperly advertised - it was a one bedroom with a loft with no bedroom door to the master suite. We did not dispute size, but merely how many bedrooms were available and there was only one. There was no advertised hot tub fee mentioned while making the reservation. The guest book stated you would be charged an additional fee if you made the hot tub dirty. If I knew we were being assessed a hot tub fee, we would not have rented property as the hot tub was soured and filthy anyway. I sent three more emails which were not returned after the initial denial of my request, I was promised by a guest services representative that I would receive return phone calls and I never received a return phone call. This company has poor, poor customer service. I would not recommend ever using them. I repeatedly asked for an itemized receipt and only when a formal BBB complaint was started did I see an itemized receipt in their response. I stand by my original claims as truthful and I have the emails and phone records to prove it. Final Business Response /* (4000, 12, 2014/11/25) */ While we are sorry that this guest was unhappy with the home that they chose, we do stand by the property description and photographs on the website. The entire lay out of the rooms is made clear by the series of photos. The photo of the loft/master bedroom makes it clear that there is no door to the master suite. The hot tub fee was disclosed to the guest during the initial telephone call, as well as the cleaning and booking fee and the 'last minute' discount that we offered. It is true that during the reservation call (about 40 minutes later) this was not brought up by the guest or phone agent. Vacasa does not issue refunds based on complaints of cleanliness we receive post-stay because we are unable to verify these claims. Our guest books do provide our customer service line for guests to report any problems they encounter with the home. We would like to compromise with the guest in this matter and have approved a refund of $75 of the $125 cleaning fee. Final Consumer Response /* (2000, 14, 2014/12/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, today is 12/5/2014 and I originally started this process on 9/15/2014. I am willing to accept the 50% reimbursement of the cleaning fee to close this matter.

11/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Mon, Oct 6, 2014 at 3:50 PM Initial email from me to Vacasa To whom it may concern: Reservation: XXXXXX Unit: ******************** **** ******************************************** Address: *** ** **** *** ***** Rockaway Beach, OR XXXXX We recently booked The ********** ***** **** and are requesting a full refund of $414.72. Friday, October 3rd, 2014 ~9:30pm: My wife and I traveled for 2+ hours from our home in Portland, OR and arrived at the unit looking forward to spending a great weekend together on the coast in celebration of her birthday. Immediately upon arriving, we were extremely disappointed to find the unit in no condition to be rented out for guests and were completely frustrated with what we found. 1. Carpet was completely stained and dirty throughout the unit. Carpet throughout was extremely dirty, had lots of stains and it smelled due to the fact that it was dirty. (See attached photographs for reference) 2. Couch was dirty and stained all over; found tear + hair showing it had not been cleaned. There was no way whatsoever we were going to sit down on this couch. It was disgusting to even think we were supposed to sit in the couch during our stay. (See attached photographs for reference) 3. Kitchen floor found with large sticky stains. Another example of how this unit is not in any condition to be rented out. Completely unprofessional. (See attached photographs for reference) 4. Stains found on bed covers. We didn't even go as far as actually touching the beds to see what it might look like underneath the covers. This was the final straw, we had seen enough. (See attached photographs for reference) Frustration boiled over at this point, we were so dissapointed to find the unit in the conditions we found it in. The pictures from the website ******************************************** do not reflect the unit's true condition. It made us completely uncomfortable with the idea of staying here for 2 nights. Based on what we saw between the stained/dirty carpets, the stained/dirty couch, stained sticky floors and stains on the bed covers, we were completely unsatisfied with the unit and immediately contacted the local management team at (XXX) XXX-XXXX. ~9:41pm: ****** answered on our first call attempt, but was unable to help us in any immediate way. We asked if there was another unit we could move to, but she said there was nothing else available. ****** said she was sympathetic with our concerns and her suggestions were for us to wash the linens ourselves. She did say she could get someone to clean the kitchen the next day, but she said professionally cleaning the carpet + couch was not going to happen during our stay. ****** also mentioned that there were previous notes stating that the unit needed to be professionally cleaned. How does Vacasa Rentals offer this unit out, charging over $400 knowing that it was in no condition to be made available to guests?! This is completely unacceptable and negligent. This is not right. My wife and I were so uncomfortable, dissatisfied and frustrated with the idea of staying here for 2 nights that we told ****** we wanted a full refund and that we were leaving the unit immediately after taking pictures and traveling back home. ****** said taking pictures was a good idea and to include them in the "satisfaction" email that we would be receiving. ****** pointed out this was the only way to request a full refund. ****** did mention that the Guest Satisfaction Team would be fair. We asked when we'd receive the email, she said it wouldn't be sent till our checkout date (2 days later). We wanted it immediately, but being that it was now after 10pm as we were ending our conversation, she said there was no other option. She suggested we call back the next day to ask again. Our phone called ended at ~10:05pm. ~10:15pm: After taking pictures of what we had found within the unit, we followed through with our decision to leave the condo and traveled another 2+ hours to return home. We would rather make that drive and request a full refund instead of staying 2 nights in the unit in its current conditions. Saturday, October 4th, 2014 X:XX-X:XXam: I attempted to call the same number I had reached ****** at the previous night (XXX-XXX-XXXX) a total of six (6) times. There was no ring, instead it went straight to recording of "All of our agents are currently busy" asking me to leave a message instead. I did not leave a message. 8:06am: I received a phone call from XXX-XXX-XXXX; I missed the call. A message was left that they'd noticed I'd called multiple times. They said they are open 7am to 10pm and to call back. 8:07am: I called back the number I was just called from (XXX-XXX-XXXX), but no ring. It went straight to the same recording to leave a message. I left a message. 8:14am: I called the original number (XXX-XXX-XXXX) and finally got a ring. ***** answered. She had notes from my call to ****** the previous night. I once again expressed my dissatisfaction. She said that there would be an email sent out to me and that the Guest Satisfaction Team would deal with this. She mentioned they are fair. ***** also said she would have the property manager visit the unit and take notes on what they found. I was still dissatisfied with the fact I had to wait for an email. I asked for my request to be escalated. ***** said she would look into the possibility of getting me the email on Saturday (one day before our original checkout date). I mentioned to her I had photos and she asked that I send those along with the email. She reiterated that the email was the only way to handle this. She asked me to check my email inbox again around 11am the same day. ***** did remind me that they have strict rules on when the email goes out, so there was no guarantee that she could get it to me sooner. 11:30am & 12:05pm: I checked my email inbox and found no email from Vacasa or the Guest Satisfaction Team. I was so annoyed and frustrated that I just decided to forget about the whole situation for the rest of Saturday and next day (Sunday, Oct. 5th) to at least try and salvage what was left of the weekend that had not been ruined yet by our rental of this unit. Sunday, October 5th, 2014 9:42am: I received an email from ************@vacasarentals.com. I did not read it or reply. As previously stated, having to deal with this would have ruined our Sunday having to think about our negative experience and the fact we paid over $400 with no guaranty of getting a refund. Monday, October 6th, 2014 I responded to ************@vacasarentals.com with this very email + photographs. To recap: I am requesting a full refund of $414.72 from Vacasa Rentals. The unit webpage ******************************************** provided false advertising in its representation. The unit was found in no conditions to be rented to guests. We traveled 2+ hours and were so disappointed and frustrated that we decided to leave the very same night we arrived, less than an hour after arrival, traveling back home for another 2+ hours. We have rented many vacation homes/condos in the past and have never encountered anything like this. The fact that this unit was rented out to us knowing there were previous notes on the unit stating it needed to be professionally cleaned is unprofessional and wrong. Thank you for taking the time to read through this email. A prompt response would be appreciated. I can be reached via email at ********************@gmail.com - ******* ********* Tue, Oct 7, 2014 at 8:46 PM From Vacasa (****, Operations Department) ******************@vacasarentals.com Hi *******, First of all, I would like to thank you for expressing your concerns and problems that you encountered during your stay with us. We take your feedback very seriously and are taking action to remedy the situation for our next guests, thanks to you. I would like to apologize on behalf of Vacasa that you found the unit so unpleasant you felt you had to leave. I am investigating the matter, as this is an important to us and I understand your frustration and disappointment. I apologize for this oversight on our part and thank you for bringing this to our attention so we can remedy the situation. In sum, we are happy to process a $130.00 refund for the issues you encountered during your stay. This is the combination of your cleaning fee and pet fee. I will credit this refund to the card ending in **** that I have on file. Again, I would like to apologize that your stay was not optimal and can assure you we are fixing the issues. We would also like to extend a 10% discount towards any future stays with Vacasa, in hopes that you will give us another chance to impress you. Thank you for your time. Kindest regards, **** Operations Department Vacasa www.vacasa.com XXX-XXX-XXXX **********@vacasa.com Wed, Oct 8, 2014 at 9:01 AM From me to Vacasa (1st attempt) Hello ****, Thank you for responding to my email. I would like to be clear and state that I do not accept this proposal of a partial refund as a resolution. I am requesting a full refund of $414.72 for the booking of your condo. I also decline the 10% discount for future stays as I will not be using Vacasa for any future vacation rentals. I am glad that you are looking to remedy the situation for future guests, but this does not directly impact me at all and I am still completely dissatisfied with Vacasa's response to the unacceptable, mis-represented, defective product we received. If you indeed are taking my complaints seriously, then you will understand that a full refund of $414.72 is the only way to attempt to remedy my situation. Our weekend was ruined, my wife's birthday was ruined, we will never get this back. The least you can do is refund me the full amount we paid. We did not even stay at your unit due to the conditions it was in. Had we stayed the 2 nights, then sure, only a partial refund would make sense. Since this is not the case and we did not stay at your condo at all due to it's unprofessional and unhygienic conditions, it is unfair to only offer a partial refund. Please do whatever needs to happen for me to receive a full refund of $414.72. If this needs to be further escalated, please do so. It is unacceptable, unprofessional and extremely frustrating that you feel a partial refund is suffice. Had I known that the condo was in the conditions we found it in, I would have never rented the unit at all. The product we received was not the product we paid for. I am demanding a full refund due to this. Vacasa provided me false advertising and this is not right. Reviewing the Better Business Bureau website for Vacasa, it is clear my situation is not unique. I found 51 total complaints, 32 of which are "problems with product/service". If you are unable to resolve my situation by providing me a full refund of $414.72, then I will proceed to add to this complaint pool. It is unfair to myself or future guests that you continue to do business in this manner. I will also make sure to inform future guests to be wary of using Vacasa by providing my experience with detailed facts as needed on sites that allow customer reviews. To sum up, I do not accept your proposal of a partial refund + a 10% discount for future stays. I will only consider this situation resolved once you have provided me a full refund of $414.72. If further clarification is needed, please let me know. Thank you for your time. - ******* ********* Fri, Oct 10, 2014 at 11:50 AM From me to Vacasa (2nd attempt) Hello ****/Vacasa Rentals, I am reaching out once again as I did not receive a response from the email I sent two days ago. I've noticed that you've refunded me $130 to my card. As written in my last email, I do not accept a partial refund as a resolution. As stated originally, I am requesting a full refund of $414.72. Please respond or let me know who I need to speak to so I can get this resolved immediately. Thank you for your time. - ******* ********* Mon, Oct 13, 2014 at 9:43 AM From me to Vacasa (3rd attempt) Hello ****/Vacasa Rentals, It has now been 5 days and I've not heard a response back. This is extremely frustrating and unprofessional! Please let me know who I need to speak to as clearly this has not been resolved. - ******* ********* Mon, Oct 13, 2014 at 2:20 PM From Vacasa (****) ******************@vacasarentals.com Hi *******, Sorry I missed your earlier email, I was away for a few days. Unfortunately I did not get permission to give you a full refund, I was only allowed to refund the cleaning fee, to which I added the pet free in all fairness and in hopes that you would accept. Best, **** Vacasa www.vacasa.com (XXX) XXX-XXXX Mon, Oct 13, 2014 at 2:30 PM From me to Vacasa Hello ****, Thanks for the update. Who do I need to speak to that has the authority to give me back a full refund? I would like to speak with them directly. Thank you. - ******* ********* Mon, Oct 13, 2014 at 7:54 PM From Vacasa (****) ******************@vacasarentals.com Hi ******* I understand your frustration, but we have strict policies about refunding guests who leave the premises without allowing us a chance to respond to the issues. In your case you left without accepting help from housekeeping. The best we can do is the $130.00 refund. I do hope you will accept it, and am very sorry you had a less than great experience. Thanks, **** Vacasa www.vacasa.com (XXX) XXX-XXXX Thu, Oct 16, 2014 at 10:54 AM From me to Vacasa Hello ****, I would like to speak with a manager. Who can I contact as I am not happy with the resolution you are offering me. In our case, housekeeping was not going to fix the issues with the unit. We were explicitly told by your local management team that they could not do anything about the unit with regards to our complaints. Housekeeping would've only cleaned the floor in the kitchen. The rest of the unit would've been in the same conditions which were not acceptable to begin with. A partial refund is not acceptable. Please provide me contact information for someone in a managerial position that I can speak with. Thank you. - ******* ********* Fri, Oct 17, 2014 at 4:02 PM From Vacasa (***, Operations Manager) ***********@vacasarentals.com Hello ******* My name is *** and I am the Manager who oversees refunds and I understand you are not pleased with the offer presented to you. Please allow me sometime to further review your stay and I will be in touch with you on my decision regarding your refund request. Kindest Regards, *** Operations Manager Vacasa www.vacasa.com (XXX) XXX-XXXX Sat, Oct 18, 2014 at 1:28 PM From me to Vacasa Hello ***, Thank you for reaching out to me and updating me on the situation. I appreciate you taking the time to review all of the information. I'm not sure if you have access to my original email which contains a more thorough description of why I am requesting a full refund. It also includes pictures as well. If you don't have access to this, please let me know and I can forward you the email. Please let me know of any questions you may have along the way. I want to be as helpful as I can. It's been a disappointing and frustrating experience, but I want to be as clear as possible and provide as many details as I can to aid you in better understanding the situation. Thank you. - ******* ********* Sat, Oct 18, 2014 at 7:16 PM From Vacasa (***) ***********@vacasarentals.com Hello *******, Thank you for giving me the opportunity for me to review your request. I do understand your perspective that you were unhappy with the condition of the carpet and couch, however these issues did not make the home uninhabitable and we do not offer full refunds when a home is not deemed in such a state. I know you will not be happy with our final decision and we are sorry for this, we support the amount you have been of offered and we will not authorize further compensation to you. Thank you for all your time and there is nothing further we can do for you regarding refunds. Kindest Regards, *** Operations Manager Overall Recap: I am requesting a full refund of $414.72 from Vacasa Rentals. The unit webpage ******************************************** provided false advertising in its representation. The unit was found in no conditions to be rented to guests. We traveled 2+ hours and were so disappointed and frustrated that we decided to leave the very same night we arrived, less than an hour after arrival, traveling back home for another 2+ hours. We have rented many vacation homes/condos in the past and have never encountered anything like this. The fact that this unit was rented out to us knowing there were previous notes on the unit stating it needed to be professionally cleaned is unprofessional and wrong. I did not respond to this last email on 10/18/2014 from ***. It is obvious they are not taking my request into serious consideration.

Desired Settlement: A full refund of $414.72

Business Response: Initial Business Response /* (1000, 5, 2014/11/05) */ I will be reaching out to this customer for resolution of this issue - **** ******* - Guest Services Manager

11/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I rented a home for the weekend that upon arrival had obviously not been cleaned by any staff of the company. Outside the home a pile of vomit greeted us and permeated into the house when the door was left open or a window near it during the heat of the day. The laundry appeared to have been started by prior renters and was unfinished leaving no towels for our use. There were also no cleaning supplies to properly clean the kitchen nor any toilet paper in the bathrooms. Upon inspection of the bedrooms, one bed had blood on it and another had what looked like mucus. We tried over the course of 5 hours to reach the company, specifically a manager to ask for a refund or another home nearby to stay in as it then became questionable the cleanliness of sheets and pillows. We did not have anywhere else to go. A cleaning employee was not able to be found to come out on friday night and there were areas on principle we did not want to clean like the bathrooms or mop the floor. While the company found another home 40 minutes away finally at 9pm that evening, and we did get our cleaning deposit back along with a partial nights refund. I feel that more compensation is warrented. The customer service and multiple call backs we received were unacceptable considering the condition of the home, rather then help find a solution like someone to come clean immediately, it took at least 5 hours to get anything more then 'We can't do anything' answer.

Desired Settlement: At least a full nights refund as we had to clean the home to be able to reside there.

Business Response: Initial Business Response /* (1000, 5, 2014/10/21) */ Please provide the name that the reservation was under so that we can investigate this matter. We have found no reservation under the name ******. Initial Consumer Rebuttal /* (3000, 7, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reservation is under ******* for September 5-7, 2014. Home was in ******** ****** Oregon Final Business Response /* (4000, 9, 2014/11/04) */ Thank you for sharing this information with us. We do take matters of missed cleans very seriously. After researching this matter we can confirm that the home was not clean upon guest arrival and we were unable to locate an available housekeeper to come immediately to clean. Vacasa issued a refund of the cleaning fee ($100) plus 1/2 of the first night's stay ($70). We refunded an additional $15 for supplies the guest used to clean with. We do consider this to be fair compensation for this situation and regret that this guest is unhappy with the resolution. Final Consumer Response /* (4200, 11, 2014/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I feel their compensation was not satisfactory as the condition of the home had to be cleaned before we could even sleep on the first night. As bio-hazards were present, we had to wash bedding and buy new pillows. We also had no place else to go at 10pm when the company finally agreed to refund some money advising I could pursure a larger refund through their complaint email. Their phone is listed to be called at anytime, a manager should be available as well.

11/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Summary of selected problems with rental home in Waldport:Mildew (My husband suffered an allergic reaction to it.)Metal mattress frame lying in yard in front of doorFurniture composed of rotting woodWooden steps spongy from rot8 inch deep hole post uncovered in front yard (child or dog could fall in)second floor deck without safe railing (child or dog could fall off)leaky refrigerator and bathtubdefective oven and dishwasher,dirt and garbage throughout housetoiletries indicated in contract were not therelights nonfunctional or burnt out throughout housebed made with dirty linensmalfunctioning lock on front door(This is the short list. I don't have enough room in this space for all of the problems.)We sent a letter to Vacasa, at their request, after my husband and I were forced to leave the vacation home we rented early, because of health and safety issues. The property manager, ****** (****) had come to the house at my request so that I could point these issues out directly to her. She agreed with my critique of the property 100% and said she was going to talk to the CEO to make sure I was compensated. This interaction was witnessed by my husband. However, ****, the manager who was assigned to my complaint, denied virtually everything. He would only admit that the house was not as clean as it should have been when we arrived, because it was full of dog hair, and there should not have been dog hair in the house because the house was not to be rented out to people with dogs. Yet my contract clearly indicated I was bringing a dog. That's why we chose this house with an enclosed yard, and I even paid an extra fee to do so. All this had been arranged by ****.**** said he investigated my complaint by talking to ****, who denied everything. He said he knew there was no mildew in the house because **** said so. He said that **** had rented to people with dogs when she should not have done so. But he took her word when she disputed virtually all of our complaints. Product_Or_Service: Vacation house rental Account_Number: Transaction # XXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like a refund for the full amount of $527.50.

Business Response: Initial Business Response /* (1000, 5, 2014/07/25) */ We would like to use this opportunity to respond to the allegations brought forth by the guest. First of all, we would like to apologize that the guest did not have an enjoyable stay with us. Our primary goal is to allow our valued guests to have a wonderful and relaxing experience every time they rent a home from Vacasa. We need to clarify from the beginning that we did take the allegations of this guest very seriously and had the property inspected immediately by our local team. While some of the cleanliness issues were verified we can confirm that there are no serious health and safety concerns, as indicated by the guest. There was no mold or mildew found, broken/leaky refrigerator or defective bathtub, for example. On the other hand we can confirm there were some cleaning issues including dog hairs present as well as dirty dishes in the dishwasher. Dogs are permitted at this home and we made a clerical error in mentioning that they are not. We apologize for this. There was also a metal mattress frame that was not removed prior to guest arrival. We do take ownership of our mistakes when they occur and apologize once again to this guest that they encountered these problems. In line with our guest satisfaction policies, we offered the guest a 17% refund equaling $90 for the issues that were encountered. Again we do take ownership of our mistakes and recognized that there were some issues, as mentioned above. Unfortunately, the guest refused our refund offer and decided to contest the charges with their credit card company instead. At that point contact ended with the guest. In sum, we feel that we attempted to address the guest concerns during our refund process and have done nothing wrong. The guest chose not to accept the refund. A full refund is by no means warranted and is excessive, in our opinion. Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Contrary to Vacasa's claims, it has failed to take our complaints seriously or even to address them honestly. The "local team" that allegedly visited the property to investigate was simply the rental agent we dealt with, who had not done her job of checking to ensure the house was cleaned and well maintained prior to our arrival. In speaking with us on site, she was charming and apologetic, even promising to "call the CEO" of Vacasa to ensure we were compensated for our miserable experience. And yet, after the fact, she denied the validity of virtually all of our complaints. The bottom line here is that Whaler's Watch is a substandard property with numerous maintenance issues - several of which were dangerous, as we have explained - not to mention the lack of cleaning or changing of linens (for which we were charged a $70 "cleaning fee"). Yet the house was advertised as a lovely vacation getaway. Bait and switch seems to be Vacasa's corporate policy, combined with an arrogant brush-off for renters who dare to complain. This was a nightmarish experience for us, having driven a total of 7-8 hours to reach a decaying property, where much of our time was spent dealing with its defects rather than enjoying the Oregon coast. We decided to leave a day early rather than continue putting up with toxic mold, poorly functioning appliances, ripped and stained furniture, hazardous conditions, and filth throughout. We believe a full refund of the $530 we paid would be appropriate. In fact, it would hardly compensate us for the spoiled vacation. Equally significant to us, we feel Vacasa should be held accountable for its negligence. ****** ***** and ***** ******** Final Business Response /* (4000, 16, 2014/10/31) */ We seem to be at an impasse with this customer. They have made numerous false claims about the condition of the home that they booked with us. After speaking with the property manager, who we know to be an honest and trustworthy I was able to secure photographs of the home which disprove claims that the home is in poor or unfit condition for our guests. Rather than rehash the accusations made, we invite the photographs to speak for themselves. As you can see in the photos, the home is in good repair, clean and safe. The stairs are not made of rotten wood, there are railings around the deck, a baby gate in place to ensure the safety of children, and absolutely no grounds to their claim of mold. Vacasa has admitted that a broken bed frame was left on the side of the home and do agree that it should have been stored in the garage. The guest also makes claims of a large hole (since filled in) which our property manager confirmed was about 4 inches deep and of no danger. For this reason and in the interest of compromise we have continued to offer a refund of the cleaning fee paid. This offer has been rejected repeatedly. Vacasa stands firm in our position that the guest's claims are exaggerated and feel confident that the photographic evidence of the home's condition will finally put this matter to rest. Best Regards, **** ******* - Guest Services Manager Vacasa ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Final Consumer Response /* (4200, 18, 2014/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) These people are shameless. Most of the photos that Vacasa has submitted are irrelevant. We either didn't make complaints in these areas (e.g., the entrance and inside stairway railings) or the photos prove nothing (e.g., the presence or absence of mold). And there are no photos of the steps on the side of the property, which we reported to be in a serious state of deterioration. Most revealing, however, is the photo of the baby gate on the deck, which did not exist during our visit. In other words, either Vacasa's corporate officials or its local property manager or both have knowingly presented false evidence. If we had any doubt before that this company was responding in bad faith, we have none now. We stand by everything we have reported and we reject Vacasa's dishonest response.

11/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The properties that we used for our vacation did not meet the description or services they promised. We called with our complaints and concerns and nothing was done.

Desired Settlement: Refund

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ The guest had 2 reservations with Vacasa. The first home that they stayed in was reported as being unclean by the guest. We offered to send out a housekeeper to address any issues as we had confirmation that a housekeeper had cleaned prior to their arrival. This offer was refused. They demanded a full refund. We denied this request. For their second reservation the guest called with complaints again about housekeeping, in this case we verified that the home was cleaned but offered to send another housekeeper to remove the neighbor's trash and touch up any issues with the home. The guest refused the service and informed us that they would be vacating the home, again refusing to allow our staff to address their concerns and demanding a full refund. Vacasa has confirmed that both homes were cleaned prior to the guest's arrival and in both cases offered to send staff out to address any specific issues the guest had with housekeeping. In both cases the offer of help was refused. We feel that we made efforts to satisfy this matter with the guest. Vacasa does not issue refunds in full for housekeeping issues, we will offer to send staff to address any concerns, especially in cases where we have confirmed that the home was cleaned prior to guest arrival. The guest informed us that the matter has been reported to their credit card company and that they would be taking legal action. At this point Vacasa ended direct communication with the guest and will allow the credit card dispute resolve this matter. Initial Consumer Rebuttal /* (3000, 7, 2014/09/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) When we arrived at both of these places, we were promised that the places would be clean and in their contract they stated that they would be. the outdoor trashes were overflowing with flies swarming around and smelled of fish. Their was used bars of soap in the bathrooms, hair and food on the furniture. The chairs that they advertised as "relaxing", were broken and dirty. We do have pictures to back up our claim. The reason we refused the 2nd clean-up was because we had all of our belongings that we brought with us, we had plans to be somewhere else and could not be around to stay with our belongings while someone tried to clean again. At the second place it was the same scenario. 2 large trash cans overflowing with trash, which the person at vacasa said" that trash is not the responsibility of vacasa because it must be the neighbors. At the first place we were told that the cleaning fee would be waved of which is was not. This company grossly misleaded us about these rentals. At the first place the electricity went out upstairs the 2nd day, the property manager came and said it would be fixed by an electrician that day. When we returned in the evening the electricity was still out with no note of explanation. This is not a reputable business and I'm sure we will lose our hard earned money over this. Is there anybody or organization who protect people against such unfairness? Final Business Response /* (4000, 9, 2014/10/09) */ Vacasa regrets that the guest was not satisfied with either home they booked with us. We do not feel that any of their complaints warrant monetary compensation. The homes had both been professionally cleaned prior to guest arrival and in both cases we offered to have local staff come address any issues or concerns that the guests had. In both cases this was declined. There was an issue with the electricity in the upstairs bathroom, not the entire second floor. We regret this could not be fixed during their stay but do not feel this would warrant a refund.

10/30/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Using Vacasa's website,I booked ******* *** at the ********* *** online. After driving all day and evening from Boise Idaho, I arrived about 9:00 pm to find a room that had not been cleaned. In addition, there were a number of sub-standard conditions in the room that made it impossible for me to be comfortable staying there. I will list these below. I have photographs for further documentation if needed. 1) NO WIFI AVAILABLE IN ROOM: I tried the wifi password **** you posted in the room several time. When I did, I got the error message "invalid password." I am a business owner and need wifi access to check in with clients. This factor alone made it impossible for me to stay in this unit. However, because THERE WAS NO CELL SERVICE, which I your website does not disclose, I was unable to call and find another accommodation upon getting to the hotel. 2) KITCHEN: * The kitchen floors were sticky and filthy. I had to wash the floors there and in the bathroom in order to walk on them. They were so filthy, they made two large sized bath towels turn black. * The refrigerator had beach sand in the door compartment areas. * The stove burners have foil under them that is filthy. * The oven was dirty as was the oven drawer that holds pans. There was dried up charred food in the drawer and crumbs all over the drawer handle. I was going to bake a pizza but this turned me off to using the oven at all. 3) BATHROOM: SHOWER WINDOW: there was no window cover or blind on the shower window which is viewable from the public walkway and parking lot. Without privacy, I could not feel comfortable using the shower without being seen. SHOWER CURTAIN: covered with black mold spots on the bottom. Pink mold covering much of the rest of the curtain. Toilet: When I lifted the toilet cover up, there was urine on the seat. 4) LIVING ROOM: The blind next to the TV would not come down all the way as it appeared to be broken. As a solo female traveler, it was necessary that I be able to lower the blinds and feel safe in the living room at night, which i did not. The blind on the south living room wall is filthy (thick grease and grime) and heavily rusted on the bottom. I was shocked to see that this had apparently never been cleaned. The carpet was badly stained and torn in one place. None of these property conditions were shown in the photographs provided on the Vacasa website. The unit appeared to be clean, not luxuriously but nicely furnished and equipped based on the website photos, but basic should still be clean and in good condition. Unlike the photos advertising the unit of their website, the unit was very run down. Given this, even if the unit had been cleaned, rusted out, filthy and broken blinds, a moldy shower curtain, and not being unable to use the shower because no window covering was provided made the unit uninhabitable. The evening I checked in, I was not able to reach Vacasa because cell phone service was not available in the unit or the town, and THE VACASA WEBSITE DOES NOT DISCLOSE THIS. No landline phone is provided in the room either. As a result, I was also unable to communicate with my daughters and my elderly mother. Had there been an emergency with any of them, it would have been dire. I also tried to send text messages and those were "undeliverable" in the unit as well. To not inform guests that no phone service (cell or landline) is available in the unit before they book a unit, and to not have Wifii available for communication, are deceptive advertising practices. The next morning I found out from a server at the neighboring restaurant that cell phone service was not available in Oceanside and that I needed to drive several miles to the town of Netarts to make a call. I then drove to Netarts and phoned Vasasa. I spoke by phone with ******* and informed her of the unit's condition. She apologized for the conditions of my unit but did not offer to clean the unit or provide me with another accommodation. She told me I needed to "put my concerns in writing " and that was the only way that Vacasa would address them. I asked to speak with someone who could help me, letting her know that I needed reassurance that I would be taken care of. She replied that "they are all in a meeting, but I will have someone call you later today." At this point, I had no choice but to find another accommodation. I went back to my unit, packed my things and on the way out saw two people in the ********* *** housekeeping room. I let them know that due to the condition of the unit, I was checking out. After I checked out, I received a phone call from ***** at Vacasa who informed me that housekeeping at the ********* *** had called her and let her know that I had checked out. She also apologized profusely for the unit's bad condition but did not offer me another accommodation or ask how she could help me. I told her that I was requesting a refund and she said that she would have someone in Vacasa's guest satisfaction department contact me. The same afternoon on 9/9/14, I sent an email to Vacasa, detailing the sub-standard conditions of the unit. I also requested a refund of my two-night reservation cost of $230.66. I did not receive a response email to my email. I also did not receive the phone call from the guest satisfaction dept. that ******* promised, so I contacted Vacasa again the following week by phone.I was told by the receptionist that "we will take care of you," and that someone would be calling me back. Instead of receiving a phone call, however, I received this email on 9/12/14: Hello *****, First of all, I wanted to confirm that I have received your comments regarding your recent stay. Please allow me to briefly review the situation. I will then follow up with you. Second, I would like to apologize in advance that you had a poor experience during your stay. My job includes attending to customer satisfaction issues but also allows me to use the information gathered from our guests to learn and make adjustments so that we can correct any bigger issues that may be developing. Therefore, I thank you for sharing your feedback with us. I will be in touch soon Kindest Regards *** Central Operations Coordinator On 9/16/14, *** sent me another email stating the following: I would like to have an opportunity to address why it was not taken care of for you. Did you reach out to us and report the problems so we could have an opportunity to make it right for you? I do understand some guests prefer to not be bothered by having housekeeping or maintenance at the home during ones stay. We do absolutely try to send someone by at the guest convenience, if leaving for dinner we can send housekeeping over while you step out. I am sorry the cleaning level of your expectation was not to your standard but we also want to be given the opportunity to fix the problems at hand and I think that is a fair process to consider. 

Kindest Regards, *** Operations Coordinator In response to ***'s email, I requested a telephone call from her to address her questions, since I had already explained in my first email that having no cell phone service in the unit made it impossible to call Vacasa that evening. I knew that housekeeping couldn't have fixed the situation because new, working blinds would have needed to be installed as well as a several hour deep cleaning, carpets shampooed, etc and a window covering installed on the shower window. I also, as stated above, needed Wifi and cell phone service, neither of which were available in the unit as advertised. *** did not respond to my email or phone calls, so I sent her the following email on 9/17/14: Hello ***, I understand that you must be busy and I appreciate your care and concern. I emailed you yesterday asking for an opportunity to speak with you by phone. I believe you have misunderstood my previous email explaining the problems I had with the unit. As I said in that email, upon checking in, I tried to contact Vacasa but there was no cell phone service in Oceanside. When I found out that Oceanside does not have cell service the next day, I drove to another town to contact you. That morning I spoke with *******, who told me that Guest Satisfaction services would be contacting me. She also told me that I needed to put my concerns in writing, which I did. However, I never heard back from you by phone. I have yet to receive the phone call that *******, and later, *****, promised that Vacasa would make to me to discuss this situation. In addition, as explained in my feedback email, had phone service been available and housekeeping come to clean the unit the night I arrived, there would still be problems rendering the unit uninhabitable. Without cell or internet service, I could not stay in touch with my clients and children as needed. Also, the torn and badly stained carpet as well as the rusty and broken blinds, were issues that could not be remedied with maid service. Overall, the unit was very run down and not what was pictured in the photos or described on your website as advertised. In short, the actual unit was not what I paid for. I am asking you for the courtesy of this phone call to address this. I left a phone message for you yesterday. Your website states that you will give your customers excellent care. I have been promised this by others at Vacasa as explained above. If you are not able to assist me further, please provide me with the name and contact information of your supervisor so that my needs can be addressed. Please reply to let me know that you received this email. Thank you, ***** It has been 10 days and I have not heard back from *** nor from any staff member at Vacasa.

Desired Settlement: A refund of my reservation amount of $230.66

Business Response: Initial Business Response /* (1000, 7, 2014/10/13) */ I have reached out directly to this guest in an effort to resolve this matter.

10/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I booked a stay at a condo at *************** in Tahoe City, CA. The condo was not as described: billed as a 2-bedroom condo, where in actuality it was a loft + 1 bedroom. The condo was filthy. Dishes in the kitchen had food stuck to them, causing me wash dishes simultaneously as I was trying to prepare meals for my 2 year-old. The oven in the stove was not functional: barely got above 250 degrees after 20 minutes of preheating. The carpet was filthy and pulling back from the wall. When I contacted Vacasa during my stay, I was advised to fill out a survey when I returned home, and a representative would assist me from there. However, after I filled out the survey, the company is refusing to acknowledge the issues or provide me with any assistance.

Desired Settlement: A financial credit for the fees that I paid to stay in the condo.

Business Response: Initial Business Response /* (1000, 7, 2014/09/25) */ Vacasa is sorry that this guest was unhappy with the condo that was booked. We do take note of guest feedback and carefully review these types of complaints with the homeowners and local staff. This home is a 2 bedroom, the second bedroom being an upstairs loft space. We do not feel that this is a misrepresentation of the condo. We have verified that the home was cleaned prior to the guest's arrival and are sorry to hear that the carpets are in need of a shampoo. Many of our homes do need them after the busy summer season. Vacasa's housekeepers do not do the dishes in homes. This is the responsibility of our guests. We certainly wish that whomever stayed in this condo prior to this guest had done a better job on the dishes. We did report to the caretaker that this guest stated that the oven didn't heat properly, however when he went out to look into it there was no issue he could find and the oven heated properly. This condo has rented consistently since this guest was in the home and we've had no other reports of issues with the oven. Again, we are very sorry that this guest was unhappy with the condo. Vacasa does not feel that a refund is warranted in this matter but are willing to compromise with an offer a refund check in the amount of $60 (1/2 of the cleaning fee) due to the stains in the carpet. Please forward a mailing address for the refund check to be mailed to. Initial Consumer Rebuttal /* (3000, 9, 2014/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. My concern is that the business is not addressing the issues of my experience: they are not accepting responsibility (for the dirty dishes, the inaccurate description of the home), or negating my feedback (on the condition of the oven). This has been consistent throughout my interactions with them on the phone, and through subsequent email correspondence. Very poor experience. Final Business Response /* (4000, 11, 2014/10/09) */ We do appreciate that this guest was unhappy with the layout of the home and the condition of the dishes but do not feel this warrants a refund Our housekeepers clean the home but they do not do guest dishes. We are sorry to hear that the previous guest did a poor job in cleaning the dishes. The home is as described on the website. We do not feel that the home is misrepresented in any way. We regret to hear that the guest was not pleased with the home they booked. Final Consumer Response /* (4200, 13, 2014/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company still fails to acknowledge the unclean conditions of the home, and the substance of my complaint.

10/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On August 10th I arrived at my VACASA rental, *******************. Early the next morning I awoke to sounds of major construction (back, ocean view) and heavy gardening (front). An industrial-sized dumpster was blocking my advertised view (I have screenshots of the advertised view and video and pictures of the construction zone that was created by 8 a.m. on August 11th). In the early afternoon, I called VACASA to report the noise, construction, and the dumpster. I was told it would be impossible for me to move locations. I was told that a service representative would call back. I waited until mid-afternoon and there was no return call. I called back and was told that a service rep would return my call. I asked, but was given no indication of how long the construction would last. After my 2nd call to VACASA I received a call from the property manager. He stated that the dumpster did not block the ocean from my view. He did not comment on the noise or the unsightly construction blocking most of the view (I could still see some ocean). He said that my recourse would be to leave a negative comment. I told him that was unacceptable. He said that someone from VACASA would be in communication. I called VACASA and told the operator that I was leaving the rental cottage. About an hour later, I received a call from VACASA's *** *********** I reported the construction zone was on-property, at the noise, and the sounds and smell of the construction and heavy gardening (gas) was still going on as I left (I have a picture of the construction site and electric gardening equipment at the time of my departure). *** reported that the management company said that I could leave, but I would need to pay for one night plus cleaning charges (I was booked for three nights). I told her this was unacceptable since the noise and blocked view started well before checkout time on the first day. Additionally, this was a planned construction and there was no reason that I should have driven from my home to the rental/construction zone if there were no other accommodations I should have been told beforehand that the advertised/pictured view would be impacted negatively. I told *** that I had talked to the property manager. She said, "I didn't know you talked to anyone. I will call you back". She never called back. The next day I left her a voicemail message. I have a screenshot of made and received phone calls. I have emailed the company the video of the construction. Also, I have responded to VACASA's emails with my complain to no response (8/13/14 & 8/14/14; ****@vacasarentals.com and ************@vacasarentals.com). There has been zero communication from VACASA since *** stated she would call me back.

Desired Settlement: I am seeking a full refund: $389.05 and travel expenses from my home to the rental/construction zone and back: $368.48 (329 miles x 2 = 658 miles at the IRS rate for business, $0.56/per mile).

Business Response: Initial Business Response /* (1000, 6, 2014/08/22) */ We are sincerely apologetic that the landscaping work effected the guest's stay. This was a 1 day project which, unfortunately had to be done during the guest's stay. We have refunded the guest $259.00 to their credit card. This amount is 2/3 of their total paid for a 3 night stay. They did stay with us 1 night which was not effected by landscaping project. Unused nights have been refunded. Initial Consumer Rebuttal /* (3000, 8, 2014/08/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although it is nice to receive an apology, the offer is neither accurate or acceptable. I did stay for one night, and that stay WAS effected by the landscape work as it started around 8 a.m. Checkout time was 11 a.m. Thus, the one night was disrupted. I agree that it was unfortunate. However, the above information that it was a one-day project conflicts with an email I received from VACSA's **** ********* on Aug 19th. I quote: "manager ... verified that there were three landscaping contractors performing work from 8:30am-4:30pm on the dayS of your stay, and that your view was affected by this work." The emphasis, large "S", is mine. The above states this was a one-day project. The true scope of this work shows that it was both major and planned. There is no reason I should have traveled to a rental that was scheduled to have major work on property starting during the first day of my stay (before checkout on the first morning). Since I did not receive even one day of a stay without major construction impacting my visit, a 2/3 rebate is not an acceptable resolution. Final Business Response /* (4000, 10, 2014/09/11) */ The 2/3 refund is the maximum refund Vacasa is willing to offer. The guest did stay for one night. Quiet hours in this community are 10pm - 7am. We are regretful that the guest's stay was effected by what was a 1 day project, however we will not issue a full refund nor offer any compensation for mileage. This is our final decision in the matter, the guest has already been refunded 2/3's of what they paid in the amount of $259. We consider the matter closed. Final Consumer Response /* (4200, 12, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no indication on VACASA's web page about Quiet Hours, nor in any of the agreements they sent via email, nor was there any information at the cabin regarding this new and clearly made-up policy. A 2/3 refund is not adequate for a ruined vacation. It is an indication of VACASA's poor service that they refuse to take responsibility for major construction that lasted more than a day, per VACASA's own admission in an email to me. They do not deserve an A-rating via BBB.

10/13/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We chose to stay at a new listing they had for The *******************, ************* near Mt. Hood. We stayed for one night on Sept 6th. The listing states the room is recently updated, it implies it is part of a "motel", that you may use a canoe etc. Their posting appears to have been updated since I emailed them on the 10th attempting to recover our money based on the condition of the rental. When we arrived we discovered the motel is almost on the highway, the motel is not just for vacation rentals..most of the building appears to be home for folks. Some who appears to be less then desirable neighbors. The room we rented clearly had signs of someone(s) attempting to break into the unit (both on the window and door). The "door" is close to a hard cardboard and could easily be kicked in with one small shove. There is one lock on the doorknob that did not always work. The king bed they advertise is actually two twin beds frame and mattresses pushed together with a foam topping that bunches so high in the middle it makes it impossible to sleep anywhere near the person you are sharing the bed with. The room smelled of mold. There did appear to be updated paint, but only in parts of the room. The ceiling and other sections of the wall where pretty dirtily and gross. There was a small fridge and TV however this is only one outlet for those as well as the ONLY heat in the room (they do not mention this) that is a plug in fake fireplace. You can only work two at a time so we let our food spoil to be able to watch t.v and have some heat. There was no hot water in the sink or shower. One of their advertisements mentioned spotty cell service (they have since removed that) and one mentions great cell service. They do note they do not offer phones in the rooms, however we had NO cell service and no way to call and have them come fix the hot water or anything else. We left very early the next day as we did not sleep due to smell, noise, and feet of safety and had not hot water to use. There is garbage and junk all over the property such as toilets, old furniture, and clothing. There is a small pond in the back, however you appear to have to walk through someone's back yard to get there and it's unclear if you are even allowed to use it or if it belong to someone who lives there. I emailed all of this to them and they said "While this home surely an updated unit, we do not feel that it is substandard or misrepresented. Also, we provide the address of the place so guests can research the location and see where it is on the map. In our ad it has pictures of the outside of the place showing many other units attached to each other. While we understand that your expectations were not 100% met with the home we cannot offer a refund for this. I did forward your suggestions to the Property Manager whom has since relayed it to the owner to review. We do greatly appreciate your thoughts about the place and your letter did make it to the owner-thank you for writing it. I understand that you may not be happy with this resolution, however there is nothing further that I can do from my end in terms of a refund. What I can do is offer you 10% on your next stay with us." I have no interest in ever staying at one of their "properties" again. This was supposed to be a romantic getaway for our anniversary and instead it was a scary, dirty, mis-marketed mess.

Desired Settlement: We would just like a refund for our stay (not a 10% discount to stay again) and an honest add for future renters.

Business Response: Initial Business Response /* (1000, 5, 2014/09/25) */ We are sorry to hear that the guest was unhappy with their stay. This is a motel property, not a high end home. We make that clear in our pricing and description. The owner of the motel property has been making renovations to the motel all summer, this guest is the first person to stay in this unit since it was reopened. We would like to make it very clear that nobody lives in this building. We only allow short term rentals.. Additionally, Vacasa has no control over the neighbors. We're sorry that this guest was uncomfortable with the locals. Vacasa has no control over cell phone coverage. The units do have hot water, but being an old motel, it takes time for the hot water to reach comfortable temps. The owner is working on updating the water heater system. The pond is on the motel property, there would be no reason to go through someone else's yard to go to the pond. We do acknowledge that there was some debris from the renovations that was not properly disposed of at the time this guest stayed but do not feel that this or any of the issues detailed in this complaint warrant a full refund. Vacasa is willing to compromise in this matter and refund 50% of the rental cost, which is $61.76. We have refunded this amount to the guest's Visa card today, 9/25/14.

9/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: To Whom It May Concern: Dated August 18, 2014 On March 29th, 2014, I reserved an Alpine Chalet in ***** ***** OR for Sept 1-6, 2014. According to my confirmation email from Vacasa, a person may cancel his/her reservation up to 30 days prior to check-in for a full refund minus a 5% processing fee. Beginning on in early July, I have made several attempts to contact Vacasa to cancel my reservation. None of my attempts were successful. My complaint is three fold: 1) Vascasa's inability to return my 3 phone calls and 1 email (detailed below) 2) Vacasa's unprofessional response to me and refusal to comply with my wishes of having verification of the cancellation sent to me in writing and 3) Their inability to respond to my disputing the 5% processing fee. I sent Vacasa a very detailed email on why I am disputing paying the 5% cancellation fee due to the lack of response from Vacasa when I attempted to cancel properly. I was only contacted by Vacasa after ******** ******* charged back my payment. Please find a thorough documentation of all my attempts to contact Vacasa Rentals and their response. On March 29th, 2014 I made a reservation using Vacasa's website ******************************************************************************************************************* for September 1-6, 2014. I received a conformation email on March 29, 2014 43 minutes after I made the reservation. (Can provide this email to BBB upon request. ) On July 2 or 3, I made my first call to Vacasa to cancel my trip. I searched the website listed above for a way to cancel and saw that I needed to call or email Vacasa. I called using my work phone, (number can be provided to BBB upon request) to the number on my confirmation email, XXX-XXX-XXXX. The phone rang once before telling me all operators were busy, and to please leave a message - someone would return my call shortly. I did so and believe I left my cell number as the callback. On July 9th, I had not received a return phone call, so I made another call on my cell, (number given to BBB upon request. Also can provide phone records to proving I made the call.) That time, I called the phone number on the website (address given above) XXX-XXX-XXXX. Again, the phone rang once before I was given an automated message. I could press 1 to schedule a reservation or 2 for all other needs. I pressed 2 and was told all operators were busy and to leave a message. I did so. I called back on the same number and this time pressed 1, thinking I would get a live person. The same automated message came on informing me all operators were busy and to please leave a message. After my second attempt to call Vascasa on July 9th, I emailed Vacasa that same day at ****@vacasarentals.com (email can be provided to BBB upon request). This email address is listed on the confirmation email, website, and BBB website. I never received a response to that email. On July 14, I began to think Vacasa was storefront of a scam. I have been scammed once before by a rental company and they, like Vacasa, failed to respond to several attempts of communication, both phone and email. I decided to call Vacasa one last time before reporting the company to my credit card as a fraud. I called using my home number, (number given to BBB upon request. Also can provide phone records to proving I made the call.), to the phone number ending in ****** After receiving the same one ring, straight to automated message, I hung up with out leaving a message. Upon my third phone call attempt on 7/14, I called **** to alert them of the scam. My money was refunded and all future charges from Vacasa would be disputed until **** finished conducting an investigation of Vacasa. **** has all of the above details and will alert me immediately if Vacasa attempts to charge my card. **** assured me that since I had reported this matter, I no longer needed to worry and they would take care of the rest. On 7/25 I received a call from ***** at Vacasa saying she saw a charge back from my card and wanted to see if I had taken the proper steps in canceling my reservation. (Voicemail can be provided to BBB upon request). Based on my discussion with ***** I felt it best to not return the call. I had exhausted all attempts on my end. I found it interesting that my calls were only returned after the money was pulled. On 8/6 I received a second call from ***** regarding my cancellation. (Voicemail can be provided to BBB upon request). I returned the call on 8/6 and spoke with *****. She told me she would refer my case and dispute to management, as she had no authority over disputes. ***** also mentioned that Vacasa is alerted of ALL phone calls, regardless if a message was left or note. ***** also explained it is Vacasa's protocol to return ALL phone calls, regardless if a message is left or not. ***** returned my called on 8/7 (Voicemail can be provided to BBB upon request) and followed up with an email that same day stating Vacasa had not received any of my attempts to cancel and would refund minus the 5% if I respond to Vacasa and confirmed my wish to cancel. (Email can be provided to BBB upon request.) *****'s email was sent through ****@vacasarentals.com, the same address I emailed July 9th requesting a cancellation. I responded via email August 11th (to ****@vacasarentals.com) with the information provided above, plus a copy of my July 9th email and a copy of my confirmation email. I asked that Vacasa not contact me via phone again so everything could be documented in writing. I also reiterated to them that I feel this company is a scam since all 4 attempts to contact them where left unaddressed. I also stated in this email I would have been happy to pay the 5% processing fee if Vacasa had returned any of my 3 phone calls or 1 email. However, I dispute this 5% and consider this email a termination of this twisted relationship and that it suffices as termination. I also mentioned in this email that **** had been alerted to not accept further charges from Vacasa and **** assured me they would alert me if Vacasa attempted to charge my card. On August 11th, I followed up with **** to update them of the latest in the Vacasa saga and learned Vacasa had resubmitted charges again for the entire amount of payment. **** placed the charges in dispute. Today, August 18, 2014, I picked up my mail and found an envelope from Vacasa with a check to me for the payment amount, minus 5% ($648.17). No letter or any form of documentation was included. The check is from Vacasa LLC Trust account and the memo states "my reservation number, refund, cancelation". The return address is **** ** ******* St, Portland, Or 97214 (not the address listed as their headquarters) and the postmark is listed as August 13, 2014 Richmond, VA. After researching online, I do not see any Vacasa rental facilities or offices located in Virginia. As I stated on the phone with ***** on 8/6 and in my email on 8/11 I dispute paying the 5% and request to have, in writing, that my reservation is cancelled. Stating cancelation in the memo of a check does not suffice. I received no response to my August 11th email and grow stronger in my conviction that Vacasa is a storefront to a scam. Given that **** charged back my payment, I do not see the reason I should pay a processing fee. I am also very concerned the money did not go back on my **** card and instead a check from a trust account, with no letter or any form of documentation, was sent instead. I request the following from Vacasa: 1) Why did Vacasa not return any my 3 phones or 2 emails? 2) Why was I not provided confirmation of my cancellation in writing as requested? 3) Why did Vacasa not acknowledge or complete my request of the 5% dispute? 4) Refund the entire amount paid ($682.28) to you through my **** card on March 29 when I made the reservation, including the 5% fee. I will not cash the check until I hear from Vacasa or BBB, in writing, the answers to all 4 questions above, as cashing the check signifies I agree with the amount listed and the business practices of Vacasa. **** still holds the full charge from Vacasa in dispute and will do so until they hear from me. I am very displeased with Vacasa and this entire experience. It is very unprofessional and does represent a company backed by the Better Business Bureau. I look forward to a timely response. Sincerely, *****

Desired Settlement: An answer to all four questions listed below: I request the following from Vacasa: 1) Why did Vacasa not return any my 3 phones or 2 emails? 2) Why was I not provided confirmation of my cancellation in writing as requested? 3) Why did Vacasa not acknowledge or complete my request of the 5% dispute? 4) Refund the entire amount paid ($682.28) to you through my **** card on March 29 when I made the reservation, including the 5% fee. If nothing else, I request, the entire amount of $682.28 be refunded to my **** card.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ Vacasa's cancellation policy: Cancellation Policy: Rental payments (less a 5% processing fee of the full reservation amount) are fully refundable up until 30 days prior to the reservation. The customer was mailed a refund check (less the 5% cancellation fee) from our accountant in VA after she was unsuccessful at a credit card dispute. We encourage her to cash it. Vacasa's phone records show that the customer was calling our fax number, not our main phone number. We have no emails from the customer from the email address **********@aol.com, we do have record that ***** ** in our finance dept did email the customer on 8/7 to confirm refund (less 5% fee) and cancellation. While we are very sorry that the customer had a hard time reaching Vacasa, the 5% cancellation fee is standard 24 hours after a reservation is placed. Initial Consumer Rebuttal /* (3000, 7, 2014/08/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Vacasa, If possible, my opinion of your company has dropped even further. I do not appreciate your blatant lies listed in your response. You and I both know I did not call the fax number as I listed the numbers I called (and have documentation to boot) in my original complaint and they are not fax numbers. It is also public knowledge that a person cannot leave a voicemail on a fax machine. Your company's inability to receive emails from me is also astounding since the address I emailed is one and the same as the address Vacasa used to contact me. The fact of the matter is not the 5%. I understand every company has policies, but Vacasa's inept business communications skills is why I am infuriated. By simply refunding the ENTIRE amount of money I used towards the rental is a good faith practice to attempt to make up for the countless time I wasted attempting to contact you and alerting my credit card company. How can a company function if it does not have communication skills...especially in today's world where we are overly connected? Your company's refusal to talk with me leaves me in astonishment. If I were dissatisfied with a restaurant's service or product, the manager would visit my table before I left to make sure I was another satisfied customer. Vacasa lacks that ability. I was taught in school the customer is always right. I guess you missed that day. What also irritates me is twice now I have asked for a letter on company letterhead to be emailed/mailed to me stating that my reservation has been cancelled. I am still waiting. Rest assured, I will never use Vacasa again. I will be sure to alert friends/family of your service and will state my grievances on the various public websites that review companies to hopefully spare another poor individual from your ploys. I ask the Better Business Bureau to re-examine this company and see if they are still worthy of your accreditation. I vote no. To have received accreditation a mere 3 months ago and already have 60 listed complaints on your website is telling. I hope BBB will do their part in safeguarding American consumers. Final Business Response /* (4000, 9, 2014/09/16) */ Vacasa's main phone # is XXX-XXX-XXXX. The phone number that the guest called in to, per our phone logs is XXX-XXX-XXXX, which is currently used as a fax line. Our phone system is not landline based but VOIP which is why she could leave a voicemail on that line which was irretrievable from our side. The guest has been informed via email that the reservation is cancelled, they have received a refund check, less the 5% cancellation fee, which is charged on all reservations cancelled outside our 24 hour booking window. Vacasa sees no need to mail a letter confirming cancellation of the reservation as we prefer to keep an electronic log of all communication.

9/24/2014 Problems with Product/Service | Read Complaint Details
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Complaint: To Whom It May Concern: We are military and currently living in Ohio and had booked a suite in Cannon Beach, Oregon while we were visiting family. The rental agency, Vacasa Rentals, had a listing on ********.com - Listing # XXXXXX. http://****************************************** We paid $260.70 for two nights, check in was at 4 PM. We were promised a clean rental, with clean linens, toilet paper and what we got was complete opposite. They did not hold up their end to make this rental guest ready. We would like a full refund back onto our credit card. Below is our experience, please help us in getting our money back. Thank you for your assistance in this matter and please do not hesitate to contact me. July 30th, 2014 4:00 PM: When we arrived at the property, myself with my two children (ages 4 and 6) and my sister and her son (age 12). I went into the bathroom to find no toilet paper, no towels and someone's cologne. I looked inside the bathtub and there were pubic hairs on the wall and a used bar of soap. Under the sink the trash was full of empty alcohol containers and food from the person who stayed before us. Then we looked on the beds and found more hair and they weren't clean. In fact, we found soiled bedding under the bed. It was disgusting. 4:14 PM: I called Vacasa Rentals and she told me that they would send someone out immediately to clean the property. We waited, then we heard people outside so we thought it was the housekeeper. It was NOT the housekeeper, in fact it was another family who had rented from the same company who were experiencing the same thing we were. I was sad, frustrated and felt taken advantage of. 5:34PM After waiting for over an hour and a half (We called 6 times, I have proof that I would like to include), I was able to find a place to stay in town (which was $60 more a night) so decided to take our children and get there so we could still salvage our vacation. On our way, **** (who said he was the manager) called me and told me that he wanted to buy us dinner and provide us a partial reimbursement for one night. I couldn't believe the housekeeper still wasn't there and he wanted us to stay? So I told him no, our plans have already been changed to deal with this inconvenience and my children were not staying in that dirty place. He told me that he understood and would give me reimbursement. He told me that they would send a survey out and I would just need to respond to the survey with what happened and then I would be reimbursed. I responded to the survey describing the situation and one week later, I received a response back saying that I would not receive a refund. After my experience, I decided to do some digging about this company. My first place was your site, where I discovered that it wasn't only me with this situation. They have done this before, many times! I have included a video of the rental below, which I hope is alright. I also have pictures that I would love to share with you. I am hoping someone can watch this, it is unlisted on youtube but was the only way I could figure out how to get it off of my phone for someone to view. Also note that I was very upset. My kids, sister and her son had been waiting for 1.5 hours for the housekeeping person and my skin was crawling. My daughter is a type 1 diabetic and we needed to get out of the rental and find a new place to stay so we weren't stranded. She also needed to eat and we had already waited 90 minutes, it was 5:40 PM. VIDEO OF EXPERIENCE: ************************************************************ We ended up having to cut our trip to the ocean short because of this. The hotel that we stayed at for the first night was more expensive and only had that night available since there was a dance competition in town. Please let me know if you need any further information in order to provide me with a complete reimbursement. Thanks for your help. Warmest Regards, ***** & ******* ********

Desired Settlement: Full refund, the rental was not as described.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ Vacasa has acknowledged with this customer that the housekeeper did miss the scheduled clean due to a personal emergency. Once Vacasa was alerted to the situation a housekeeper was dispatched to the unit to do a complete clean. The closest available housekeeper was a 45 min drive away. Vacasa offered an immediate refund of the cleaning fee so that the guest might go out for a meal and enjoy their first night at the coast and come back to a clean room. They opted to willingly vacate the unit and find lodging elsewhere. Vacasa does not issue refunds when guests willingly abandon their reservation, especially once we have confirmation that staff is on their way to address any and all of the guest's concerns. Vacasa did everything possible to remedy the matter in a timely manner but the guest willingly vacated the unit by their own choice. Initial Consumer Rebuttal /* (3000, 7, 2014/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did not pay a cleaning fee, which a customer service rep did mention as if WE needed to bring our cleaning supplies. We did not know the housekeeper had an emergency, this is the first time we were told this. That is sad but it does not change my mind about wanting a full refund. The property was not ready at 4PM, linens, toilet paper, cleanliness was part of the deal. This did not happen. The 90 minutes we waited for the housekeeper to show up, whenever we call Vacasa they would tell us they would be there soon. Never indicating how far they lived. We DID NOT pay a cleaning fee. We were told by the manager that we would get a FULL REFUND at 5:40 PM. We waited 90+ minutes for the housekeeper to arrive. This is ridiculous. They need to have a back up plan and find someone local if they want to prepare for the unexpected. It is not my fault that you didn't have someone there to clean the property. It was not ready, we were never told that there was an emergency. We were offered the 'dinner and partial reimbursement' at 5:40 PM, more than 90 minutes AFTER we had originally called. I have proof from my******** bill of all of the phone calls I have made in this matter, pictures to show the rental and a video. It was 5:40, we needed to get dinner and make sure we found a new place so we were not stranded. My daughter is a type 1 diabetic who is six years old and needs to eat dinner at 5PM promptly every night. We could not wait any longer to make a new plan. My husband even called vacasa rentals (as we are military and live in ohio and only see the ocean ONCE A YEAR) they confirmed that someone would be there in 10 minutes. They did not show up. I had already lost trust in this company as they kept saying someone would be there. Why would I trust them after nothing they said would happen??? This company needs to look at their business practices and decide if they want to offer customer service or if they are preying on traveling families. Final Business Response /* (4000, 9, 2014/08/29) */ Please be advised that I am the manager that the customer spoke with. I offered a partial refund and suggested that they use that to go out to dinner as the housekeeper was on his way. She stated that after seeing the room dirty that there was no way that she would stay. At this point I informed her that any refund request would come in writing but did not promise a refund. The refund request was denied by Vacasa. Vacasa has acknowledged that one of our housekeepers had a personal emergency and missed the scheduled clean. The moment we heard about this we located an available housekeeper and dispatched him to the location. We made every effort to resolve the matter as quickly as possible. The guest opted to leave and find another place to stay. They were offered a partial refund at that time and were assured that we had someone rushing to the site. We made every effort to correct the matter. Vacasa considers this a vacated reservation and we do not issue full refunds in these situations, especially when we are in the process of resolving the matter. Final Consumer Response /* (4200, 11, 2014/09/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am having a hard time understanding why it is so hard to get my money back. We paid for something that should have been ready, we waited 96 minutes for it to be fixed. We did not get what we paid for and we want our money back. We were told by you, the manager, that you would "flag" my email and reimburse me. You never did and now you are saying that you aren't going to give me my money. This is very frustrating. I didn't talk to you (The Manager) until 96 minutes after my original phone call to your office. Why wouldn't you tell us what was really going on before this escalated? I called 6 times and spoke with your representatives and no one ever told us there was an emergency with the original housekeeper. NEVER TOLD US. The fact of the matter is that we waited 96 minutes, more than an hour and a half, for the 'housekeeper' who was on their way. We waited in that disgusting room for 96 minutes, waiting for your 'housekeeper' who we were told was 10 minutes away an hour earlier. My husband even called from Ohio and spoke with someone who said the same thing! Do you instruct your representatives to mislead or give misinformation? What has happened in this world where you can't expect good customer service and good follow through. I trusted your company and your representatives and I am left feeling so disappointed in your way of doing business. I have never been treated so poorly. We want our money back, plain and simple.

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My family and I wanted to take a much needed vacation to the Oregon Coast. We found this unit and by the pictures it looked clean and suitable for children as well. We had originally requested if at all possible we can arrive earlier that 4pm if the property did not have any guests. Vacasa stated that would be no problem if there are no guests. We called them the day of arrival and they stated that we would not be able to arrive early, even though there were no guests that had stayed there 2 days before arrival. They stated that the maids took time off. We agreed and arrived at 4pm that day. Upon arrival we immediately noticed how the outside of the home had not been cared for in a long time. It looked very dirty and old. Once entering the house we looked around and were completely dissapointed and disgusted with the condition. There were numerous things that were wrong with this unit upon arrival. The following is the list that we noticed needed to be repaired/fixed before this unit would have been livable. *The first thing we noticed is in the ad it mentioned that there were two queen beds in the home. However, when we looked at the beds they were fulls. We would not have booked this property if we knew they were full beds in the first place. *In the living room the carpet was completely covered in stains (new and old). There was no way we could take our shoes off, let alone let either child play or crawl around on the floor. This meant the infant would have had to live in his car seat for 2 whole days unless someone was holding him which is inhumane. *The couch was filled with crumbs, sticky stuff which I care to not know what it was and sand/dirt everywhere. *The kitchen had dirt all over the floor. The cooking pans were not able to be used due to the condition. The stove was corroded with grease and old food caked on. (This alone would have taken hours to clean to make it sanitary). *The bathroom showers were completely stained and there was windows that were covered in spider webs,spiders and looked like mold. These would have needed to be completely replaced to be used due to the terrible condition. There was no way we could have let the children bathe in these showers especially if that was mold growing. HEALTH RISK!!!! *The master bedroom downstairs smelled horrible and the bedding looked dirty. We did not even dare to sit on it. It would have needed to be completely washed before even touching it. *The upstairs room (boat room) was not even safe for children which is where the 3 year old wanted to stay due to the construction not being finished. Again the bedding upstairs were dirty and had stains. The upstairs bathroom lack of cleanliness was the same as the downstairs. From that point after examining what was wrong with this unit we contacted Vacasa shortly after we arrived and explained our dissatisfaction with the property. All they said was they would send a maid. NOTHING ELSE. After waiting about an hour we recontacted them since no one had arrived. Again all they said was they would send a maid. We specifically told them that with even sending a maid they would not be able to clean this property to satisfaction in the amount of time given. Finally 2 1/2 hours later at around 6:30 a maid arrived. To her surprise she came out and said there was no way she could clean this property to make it livable in this time frame. She actually contacted Vacasa herself while in the kitchen and explained the horrible condition of the property which should have been noted in the file. If the actual cleaning crew states they can't clean this unit to make it livable that should tell you something about how horrible this unit was and how you expect someone to pay for this and live in filth. After the maid left we also noticed that there were spiders throughout the entire unit. They were crawling through the entry of the door and around the windows. My guess is because the windows and door are so old that there is no seals to keep bugs out. After seeing this, the only way to solve this problem is to have an exterminator come which would not have been possible since there were two young children. There was no way we could have continued to stay there not only because of the cleanliness but because of the bug infestation especially because there was an infant and a 3 year old needing to sleep in this house. We could not risk the health of the adults and children by staying in these conditions. We had no choice but to find alternate lodging because of the health risk. There was no way a maid could have made this properly livable in the short amount of time and the lack of products to clean the property. In addition even if the maid did clean we still could not have had the young children inhaling all the chemicals that she would have needed to clean the house. From this point we had no choice but to find alternate lodging because of the horrible, bug infested unit that we were charged for and expected to stay in. After the booking time expired we had submitted a response to the survey Vacasa sent and explained the condition of this home. Their response "We offered a maid to come clean this home and you turned down the service. This was a solution to your problem." To that I say there is no way a maid could have cleaned this home even in the two days that we rented out this property. It was that dirty. Plus that doesn't even take into consideration the spider/bug infestation that was in the property. I'm sorry but a maid can not fix that problem and you can't expect a family (especially with two young children) to stay in a home with those conditions.

Desired Settlement: I am requesting that Vacasa provide me with a prompt refund of my entire reservation fee in the amount of $402.00 In addition, I am requesting that we be reimbursed for having to stay at another hotel that we had to pay for in addition since this property was not livable. This totaled $529.60 for the alternate lodging. This proof can be provided if needed. I also strongly suggest that Vacasa needs to remove this unit from being rented since there are so many repairs and health risks that need to be addressed to make this rental livable.

Business Response: Initial Business Response /* (1000, 5, 2014/09/16) */ First of all, I would like to confirm that as of today, 9/16/14 a full refund has been issued. Vacasa will be pursuing this matter with the home owner. I will be reaching out to this guest privately to confirm their refund. Initial Consumer Rebuttal /* (2000, 7, 2014/09/23) */ I am pleased to say that Vacassa has finally refunded the full amount of our charges. However, their customer service in dealing with the issues was very poor! Thank you for your involvement in the matter.

9/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a vacation home for three nights and paid a cleaning fee with the rental rate. The property clearly had not been cleaned, and was not in the condition advertised. I called immediately upon check in, and 5 times in the week after. I have emailed pictures and descriptions of the property. I have begun a charge dispute with my credit card bank. They are attempting to refund my cleaning fee.

Desired Settlement: I feel that a partial refund of the rental rate is appropriate, given that the property was not at all in the condition advertised (and contained in the rental agreement.

Business Response: Initial Business Response /* (1000, 5, 2014/08/11) */ As the issues the guest had were with the cleaning of the home, Vacasa offered to refund the $155 cleaning fee. We have confirmed that the clean was missed the day of their arrival. Vacasa offered to send a housekeeper out that night but the guest declined. Vacasa has made a fair attempt to refund this guest according to our refund policy and standards to which we were given no reply. Because the above complaint references a credit card dispute, we can no longer offer that refund. The matter is ultimately up to the guest's bank now. Initial Consumer Rebuttal /* (3000, 7, 2014/08/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cleaning was only part of my complaint. The condition of the property was not as advertised. The offer from Vacasa on the phone was to "try and get someone out there this weekend", not that night, as they state in their response. Even if the place had been cleaned, it would still not have been anywhere near the condition advertised. The hot-tub and grill were not in a usable condition, and the Vacasa representative on the phone (******) agreed. They made no offer to remedy those problems the weekend we were there. Cleaning was only part of the problem. I only went to the credit card company after TWO WEEKS of sending emails and making phone calls with no response, despite being assured at least twice that I would be contacted within 24 hours. This company did not come close to providing the services that I was charged for, and a refund of the cleaning fee alone is inadequate. I was charged for a house in good repair, with a working hot tub and grill, and did not receive that. This is a case of being charged for services that were not received, above and beyond the cleaning that wasn't done. The customer service issues alone warrant a BBB complaint. Final Consumer Response /* (4200, 11, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The offer from Vacasa on the evening of our arrival was to "try and get someone out there." Again, cleaning was only part of our complaint. We have rented dozens of vacation homes, and have never seen one in the condition we found ********* *** ******* The overall condition of the property was not at all as advertised. Broken floor tiles, stained carpets, damaged walls, candy stuck to furniture, an unusable grill and a hot tub that would have needed to be completely drained and refilled were above and beyond what a house cleaner would have been able to remedy. Housec cleaners likely could have attended to the dirty linens, garbage, dirty counters and floors, dishes throughout the house, and other immediate cleaning needs. However, had we accepted the offer to have a cleaning service while we were already there, we would have had to leave the property for the evening, or whenever a cleaner could have arrived. On top of the misrepresentation of this property, it took me almost 2 weeks, 5 emails, and 4 phone calls to even get a response from a manager at Vacasa. Only when I initiated a charge back for the cleaning fee through my credit card and this BBB complaint did I get a response. We chose this property in large part because of the hot tub, and no offer was ever made to make it usable the weekend we we there. At this time, the lack of cleaning has been addressed, but the overall condition and misrepresentation of the property have not. A refund of one night's rental rate is perfectly reasonable, and probably generous on our part. Had we somewhere else to go (half of our party was from out of the country), we would have immediately left the property and demanded a full refund. Vacasa has "offered" to refund the cleaning fee, only AFTER the credit card charge-back, and offered $30 to address the other property shortcomings. This is not close to acceptable. Vacasa's description of the property calls it a "stunning three bedroom Manzanita vacation" property. It is not. Their ad references the hot tub repeatedly, such as, "along with a second-story deck and private hot tub with partial ocean views - perfect for sunsets!" It was unusable. Due to the deceptive advertising and failure to provide a rental property as described, we are entitled to additional compensation. Final Business Response /* (4000, 13, 2014/08/29) */ We do apologize that the housekeeper missed the scheduled clean of the home. We are offering a refund of the cleaning fee with an additional $30 regarding any other issues the guest had with the home. Based on my call logs it does appear that our Customer Care team did reach out to the guest on 7/3 and 8/08. Vacasa's refund policy is to refund the cleaning fee on a missed clean which is what we have been attempting to do in the amount of $185 ($155 + $30). This is our maximum offer of compensation and will gladly mail a check for this amount with guest approval.

9/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We rented a home at Netarts, Oregon and the photos online are a complete misrepresentation of the truth. There are pictures of a trail which make you to believe it leads you to the beach, this is entirely misleading. My family and I assumed the trail photos lead to the beach when in fact there is a sign posted stating 'private property, do not trespass and violators will be prosecuted.' In addition, Vacasa describes the "2 minute walk" to the beach as being safe and easy. This is false, the walk to the beach includes walking on a curved portion of the highway for 500'-1,000' where I believe the posted speed limit is 45 mph. My intention was to have access to the beach, view of the beach, and a reasonable place to rest my head. The view of the ocean is completed limited to the left side of the lot as the trees are all overgrown. The house description comes with full amenities, this house was not stocked with necessary items as promised. There were only a couple of movies which one of them were missing, we did not bother to look at the rest. There was not enough laundry detergent available, no turntable in the microwave, there were several layers of dust on the ceiling fan so we had to open the doors and windows as we could not use that, there was no dish soap, no sponges, no paper towels, no light in the fridge and no trash bags! To continue, the gutter outside is broken which is a complete eye sore and is dripping something onto the deck, there are blackberry (or something) vines with thorns coming up into the deck, the 2 deck chairs were broken, and the plumbing is out of code pertaining to Oregon water heater codes. The flooring in the laundry room and main bedroom downstairs is completely trashed with chunks missing everywhere and the bed frame downstairs is held up by a paint can. This was a complete disappointment and a huge liability. To top it off, we were told supplies would be delivered to us that evening. When I called for the 3rd time I was told to purchase those items myself as they were not going to be delivered. In addition, we were told that we would not be getting any accommodations or refunds. My husband and I were so uncomfortable we ended up leaving Saturday around 3 pm which I called into Vacasa to document. We ended up staying in Neskowin at ******** **** *** and had to pay an additional $175 as the *** **** ******* was completely unsafe for our 2 year old daughter. The website also stated it offered a full bathroom, which is false. It only offered a standing shower, there was no bathtub. In addition, the cleaning conditions were completely unsatisfactory as there are several layers of dust on the ceiling fan alone. We took photos of all the damage as well as the ceiling fan. I do not feel this house is up to code, nor safe to be rented out to the public. I also feel the Vacasa listing needs to be changed to depict the real nature and location of this property.

Desired Settlement: I would appreciate at least a 50% refund for the dealings we had and for the fact we did not stay both nights as Vacasa offered false advertisement and a complete misrepresentation of the property.

Business Response: Initial Business Response /* (1000, 5, 2014/08/06) */ We are very sorry that this guest was unhappy with their rental. The main issue being that she was concerned about beach access. Beach access is across the road from the home. The guest was upset that the road was a 2 lane highway. This home is not misrepresented in this matter as the address is listed on the property listing as ******* Highway. While we understand that she was disappointed, there are several public beaches within a mile of the home that could be visited if they were not comfortable crossing the street. Additionally, part of the complaint was a claim that items normally stocked were not in the home. The guest was offered reimbursement for any supplies they had to purchase (soap, paper towels etc.) but to date we have not been presented with receipts. Vacasa certainly regrets that the guest was unhappy with the home, however there are no grounds for refunds in this matter. Initial Consumer Rebuttal /* (3000, 7, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the response as we spent a lot of money for a place which Vacasa clearly fabricated and enhanced the pictures. In addition, the physical address is irrelevant. It does not say in this property's description that you have walk along the busy highway and cross the highway in order to reach the beach. The trees and bushes were completely overgrown and you COULD NOT see the ocean from the house, all deck chairs were broken and non usable except for one and the picture showing a trail is not their property. They are completely dismissing the fact that they are selling this lot with the use of another person's property, a person who has a sign stating it is personal property and to not trespass. It is also apparent this property is a liability as the flooring is missing chunks and a person could easily trip on this. These issues were not stated within the description of the house. We drove over 2 hours to get to this house only to be told we needed to go and buy supplies that were not there. This was after we were told 2 times that someone would be delivering these items to us that same night. This is not what I should have to do. For this reason I believe we should get at least 25% of our fees back. I find that is more then reasonable as a request. If Vacasa is a reasonable business and cares about their service and customers then will understand where I am coming from. Final Business Response /* (4000, 9, 2014/08/22) */ Vacasa is very transparent with our homes and we do post the address on each listing, which most similar companies do not. This allows our guests to see exactly where the home is located should they choose to look it up. This home clearly states****************. The option being to cross to the beach or drive less than a mile in either direction to a public beach. Vacasa offered to reimburse the guest for any supplies they were in need of that were not in the home. We make every effort to ensure the homes are properly stocked and if we fail we gladly refund any cost incurred when supplied receipts. We are sorry that this guest was unhappy with the rental, however none of the complaints presented meet our refund criteria.

9/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We are renting a home through Vacasa Rental in Park City, Utah. Aug. X-XX XXXX. I have emailed twice and left 3 messages, finally spoke to a company rep. to report the following issues: mice in the home, it is so bad we purchased traps last night and have caught 2 mice. No lighting on front entry, since there are no garage door openers provided, we have to use the front door and it is dark and dangerous with the steps. very limited hot water and none in one of the baths. Her response was she has issued a work ticket and when I asked to speak to senior management she said oh you can fill out the survey AFTER your stay! If I didn't have MY senior team en-route I would find other lodging. Regards, ***** ** ******

Desired Settlement: A quick response to address the issues.

Business Response: Initial Business Response /* (1000, 7, 2014/08/19) */ We are sorry that the property manager was unable to come out to the home until the day after the issues were reported. He arrived 8/05 to address the issues that the guest reported in the home. They were able to repair the water heater, schedule an exterminator and resolved the issue with the exterior light. While we always strive to quickly address issues in the home there are times where they can take up to 24 hours.

9/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I stayed in a condo at ***** ***** that was extremely dirty. I hosted a group that was in town for a family friend wedding and was very embarrassed at the condition of the condo but chose to just suffer through it and deal with it when we got home. As I stated before, we were in town for a wedding (a happy occasion) and I didn't want to make a scene in front of my guests that we were hosting. Upon returning home I filled out a review for the condo and stated the various issues that we had encountered and politely requested that the cleaning fee be refunded. I didn't fault Vacasa or the owners but rather the cleaning company. Vacasa said that we should have let them come clean the house while we were there. I find this to be unacceptable. I shouldn't have to make my guests feel inconvenienced so that housekeeping could come. It was a ****** experience and now *** ****** says they won't do anything for me. This is terrible customer service and what I am requesting is not unreasonable. Asking to have my entire reservation refunded, that would be different. But asking for the cleaning fee to be refunded is very reasonable. You should go after the company that cleans for you and demand a refund! We had a very busy weekend surrounding the wedding and I was not comfortable having housecleaners come while we were gone due to valuables that were at the house. ***, the director of customer care says there is nothing they will do for me. These are just a few of the issues that we found at the home: *Linens looked like they were used previously, drool marks on pillows. Dark brown linens are pretty obvious when they are used. *Large human hair balls on the bathroom floor *Mirror had toothpaste splatter all over it *Dirty towels hanging on the back of doors *Dirty dishes in the cupboard *Carpet was filthy *Food in the couch. My brother sat on the couch and got up with dried blueberries stuck to the seat of his pants and the pants are now stained. *Food stains on the glider cushion *All the wood furniture in the house had a thick layer of dust on it. I filled out a very comprehensive review for the home that has not appeared on the site so I'm fairly certain they weed out bad reviews and only post good ones which I feel is also shady.

Desired Settlement: I want my cleaning fee to be refunded in the amount of $95.00

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ Vacasa takes claims of missed or poor cleans very seriously. We rely on our guests to make timely reports of issues within our homes. When reports of a missed or poor clean are made after a quest has checked out we have no way to send in staff to validate the claims made. This is the reason that we had not issued a refund or posted the negative review on our website. We have local staff available to be dispatched to the homes to address any quest concern, however if we don't hear about a guest's issue until after the check out we can not address and correct it. I do see that a refund of the cleaning fee ($115) has been processed at this time by ******

8/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: paid for rental that was not available. Showed up and owner was home and refused us to stay. could not get ahold of **** ******** regional manager. when finally did he refused to refund payment. Had no where else to stay for 4 day holiday weekend. Had to sleep in horse trailer!

Desired Settlement: refund for house rental and reimbursement for one night's hotel stay. Take house off the market as the owner has requested.

Business Response: Initial Business Response /* (1000, 5, 2014/07/22) */ We do acknowledge these claims. The homeowner, abruptly and without warning, cancelled their contract with Vacasa Rentals. We only learned about this when she refused to let this guest stay in the home. Vacasa struggled to locate an alternative home for them but were unable as it was the July 4th Holiday weekend. The only accommodations we could find for July 3rd was a Super 8 motel, which the guest declined. We did put the guest up on July 5th in a 3 bedroom hotel suite in Boise for their last night at our expense. The guest has been given a full refund via refund check mailed on July 17th. We have also offered a $200 credit to be used towards any Vacasa home within the next year as well as a discount on top of that for whatever home they choose. We are in the process of finalizing the termination of the home'* listing. We sincerely regret the events that transpired and did out best to find accommodations for this guest. Initial Consumer Rebuttal /* (3000, 7, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) still have not received reimbursement "check." Unacceptable compensation for their error. Final Business Response /* (4000, 11, 2014/08/13) */ This matter was not the fault of Vacasa, however we did make every effort to take care of the guests. The homeowner broke their contact with Vacasa with no warning. Vacasa attempted to relocate the guests to another of our homes, which was not possible on the holiday weekend. They declined our offer to put them into a motel late that night. On their final night we accommodated them in a hotel suite. Vacasa refunded the full amount via check (which was cashed on on July 22nd, 2014). Providing a full refund, hotel stay and $200 credit towards a future rental is fair and adequate compensation in this case.

8/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My wife and I rented a house for a couple of days for a short vacation. We arrived late in the evening. The house was in Garibaldi, Oregon. After unloading our belongings, we noticed there were ants in the kitchen. Then we noticed ants in the downstairs bedroom and then in the upstairs bedroom. In the kitchen, the back door had black mold growing on the edge of the window pane. We decided to stay the night since it was so late. In the morning I went to take a shower and the tub drain was plugged with standing water about 6 inches deep.We called the company several times that day to straighten things out but kept getting a run - around about them not being able to do anything. They had us look at two other properties in town but they did not meet our standards. One entire day of our vacation was wasted making calls and looking at other properties.We decided to leave and find another place to stay. Vacasa's policy is not to return deposit money. We did not know 30 days in advance that the house was full of "ants" and had shower and mold problems.

Desired Settlement: Vacasa insist on charging us for the rest of the time we did not stay at the house which amounts up to $347.00.

Business Response: Initial Business Response /* (1000, 5, 2014/08/05) */ First of all, we do apologize that there was an issue with ants which caused the guest to vacate the home. In cases like this, where there is a legitimate issue that makes a home inhospitable, it is Vacasa's policy to move guests to a comparable home. We did offer 2 alternate homes of similar comfort with similar amenities but the guest declined. We do feel that we made a sincere effort to accommodate the guest, who opted to decline the alternate homes. It is against Vacasa's policy to refund in matters such as this when the guest is presented with a solution to an issue and willingly vacates their reservation.

8/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: From: ******* ********* <***********@ymail.com> Date: July 27, 2014 at 6:47:54 PM PDT To: "****@vacasarentals.com" <****@vacasarentals.com>, "****@vacasarentals.com" <****@vacasarentals.com> Subject: Rockaway See my reservation information below. I picked up your card at the front desk of the **** ****** restaurant this evening. I spoke to a woman in the Vacasa office there. We arrived Saturday and found the bathroom shower with wet towels hanging, hair on and under the mat and on the shell in the wet tub and only 1/2 roll of TP. There were dead bugs in a corner. Later, when we looked for sheets to make up the pull out bed, we could not find them anywhere. I called the number provided on the confirmation and it only got a busy signal. I looked back at our reservations, found a different phone number and left voicemails. Eventually I spoke to "*****" who said sheets and TP would be delivered by 9PM (2 hrs later). Nothing. I went to the store to but TP. I called again at 9PM and ******** said there was no one to help us and we should make do with blankets scattered around on the furniture. She said sheets would come on Sunday. Sunday I called to make sure and "******" said she had the note and housekeeper "*****" would be delivering sheets by 5PM. At 5 we left to eat dinner at the Sand Dollar and saw the Vacasa office there. The woman we spoke to there said she was not involved in customer service and she knew of no one named "*****" in Rockaway. She was clearly frustrated, but offered us a set of new sheets she happened to have in her car. We returned to the unit at 6PM. No sheets were ever delivered. Vacasa responded immediately to arrange my payment when I made the reservation and the confirmation clearly stated all the amenities we did NOT need to pack for our stay. The email also said to call if we had any questions or problems. Rockaway is a tiny town and there is no where to even buy sheets. Judging from the poor cleaning in the bathroom, the thought of having to sleep on unwashed blankets in this unit was not pleasant and I am sure it would not meet lodging inspection standards. Your agents apologized and said it was a busy weekend and other excuses, but they never rectified the situation. I planned and paid for this vacation well ahead of time, Vacasa made that part quite easy, and I am disgusted that what should have been a relaxing weekend for my out of state guest, myself and my son turned into this headache. I am extremely dissatisfied with the runaround and clear pattern of NO customer service we have experienced. We leave tomorrow and I will be taking this to the BBB when I get home and I plan document this experience on Yelp, Google reviews and other customer review sites. ******* ********* Begin forwarded message: From: Vacasa Rentals <****@vacasarentals.com> Date: July 26, 2014 at 9:43:18 AM PDT To: ***********@ymail.com Subject: Reservation Reminder Hi ******* , Thanks for choosing Vacasa for your upcoming getaway! We wanted to let you know that our housekeepers are still preparing your home for your arrival today, so unfortunately an early check-in is not available. Your home will be all ready and waiting for you at our regular check-in time of 4 pm, and we hope you enjoy your stay! Have a great trip! The Vacasa Team XXX-XXX-XXXX Reservation Number: XXXXXX Reservation: ******* ********* Unit: ******* Getaway Address: *** ** ****** *** Rockaway Beach, OR XXXXX Check-In: 4pm Saturday, July 26, 2014 Check-Out: 11am Monday, July 28, 2014 Driving Directions: €‹From HWY *** take **** on *** Ave, then right on ****** and the house with the number *** will be on your left. The code for your stay is ***** Internet Network: ****** Password:*********** Please park in front of the home where parking is provided. Do not park in front of the neighbor's yard. Should you need any assistance, you can reach us at ************* Thanks, and have a great trip! Sincerely, Vacasa Rentals ************ Unsubscribe Update Profile ******* On Jul 29, 2014, at 9:55 AM, Vacasa Rentals <****@vacasarentals.com> wrote: *******, We hope you enjoyed your stay at ******* Getaway from 7/26/2014 to 7/28/2014. We would love to hear about your experience so that we can make improvements as needed and share your review with potential guests. Please click here to complete the review. It should only take a few minutes of your time. Thank you for your help with this! We hope you had a great trip, and that you will stay with us again in the future. Sincerely, ***** ***** Regional Manager Unsubscribe Update Profile

Desired Settlement: I want acknowledgment in writing that this experience was not right. Their email clearly stated that all linens and bath tissue would be provided. I expect an offer of compensation for the oversight itself and the ensuing 24 hours of frustration with Vacasa's lack of communication and follow through and for having to sleep on unwashed blankets in a room that was clearly not thouroughly cleaned.

Business Response: Initial Business Response /* (1000, 5, 2014/08/06) */ First of all, Vacasa would like to apologize for the fact that the housekeeper failed to leave the proper linens and supplies when they cleaned this unit for our guest. We realize how inconvenient this was. We also do acknowledge that this matter was not resolved in a timely manner. Vacasa has made every attempt to rectify this matter with the guest. Vacasa provided brand new, never used sheets which did not satisfy the guest. We have offered a refund which the guest has not accepted. Our current standpoint on this matter is that we will not be able to satisfy this guest. If they would like their refund, they will need to accept the offer made by the operations manager.

8/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Vacasa Rentals failed to meet their end of our agreement for the rental of a cottage in Molalla, Oregon for one week (July 1-7, 2014). The temperature in Portland was 99 degrees on July 1 and we were not provided fans for the cottage. The advertised feature of the Molalla River Cottage was the access to the river. It was grown up in weeds and grass and the river inaccessable. The chairs were rotten and in weeds. Now they will respond to my emails or return phone calls. I can provide a copy of my response to the the customer satisfaction manager. The unnamed manager will not respond.

Desired Settlement: I think I was fair in requesting two days refund of our seven-day rental. I made my reservation six months in advance and paid $930. The forecast was for near 100 degrees on July 1. Vacasa should have provided fans and cut out the trail to the river plus provided chairs as advertised. The cottage had not been used for months and not been cleaned prior to our arrival. We were very disappointed and now to be ignored really takes away from our vacation to Oregon.

Business Response: Initial Business Response /* (1000, 8, 2014/07/18) */ A refund check has been issued to this guest for $120, which covers the cleaning fee the guest paid. While it is true that this home had been vacant for some time before the guest's arrival, it was cleaned on 6/30/14 prior to the guest's arrival. Guest called Vacasa with their concerns about the home on 7/01/14 and a local staff member arrived to address concerns and deliver her own personal fans for the guest (home does not advertise AC or fans as an amenity). The path to the river was cleared on 7/02 for the guest and new chairs were delivered. As the complaints are housekeeping based the cleaning fee was refunded. No further refund will be processed. We are sorry that the guest is unhappy with this resolution. Initial Consumer Rebuttal /* (3000, 10, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Someone is not being honest at Vacasa Rentals... It appeared that no one had been to the cottage for weeks. No one had even rented the cottage since April. The owner who lived next door had been gone for three weeks. If someone came to the cottage on July 1, why did the toilet have brown rust-looking stains on it? My wife cleaned the toilet before we used it and the stains are gone. Did they not report that the back door appeared to have been broken into with the screen cut and the door not locked? With the inside of the cabin probably near 100 degrees on 6/30, how long did they spend inside. Or did they even go inside? Why did they not report it was unbearable and have fans there by our checkin at 1600 the next day? Did they not inspect the grounds and the grownup trail? Whoever visited the site on 6/30 should be fired. They should be held accountable for not doing their job. Vacasa says that the trail was cleared and chairs provided. That was not done until after your staff person's husband came after he got off work and did it for her. By that time it was too late for us to enjoy the river. She should have sent someone first thing on 7/2 since she told us that she could not do mowing or weedeating. We planned to stay at the cottage and on the river the evening of 7/1 and all day on 7/2. We could not get through the weeds, tall grass and briers to the river for two days! Vacasa promotes this cottage based on it's location and access to the river. That is why we rented it. We lost the first two days of our vacation because someone did not do their job! We were very fair in asking for at least two-days refund or at least $200. Also as your can see by the following email received from Vacasa we were charged a cleaning fee of $141.18 not $120.00! Original Message From: Vacasa Rentals To: ********@windstream.net Sent: Friday, June 27, XXXX X:XX PM Subject: Re: Reservation Confirmation - Molalla - 7/1/XXXX - X/8/2014 *****, This is the cleaning fee. Please let us know if you have questions or would like to reserve this one. Sincerely, *********** Vacasa www.vacasarentals.com (XXX) XXX-XXXX On June 27, 2014, 8:00 am, ***** ****** <********@windstream.net> wrote: ? Please give me a breakdown of the $141.18 amount for fees.' Thanks, ***** ' ' Rent: $732 Fees: $141.18 Tax: $61.12 Total: $934.30' Final Consumer Response /* (4200, 14, 2014/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) "their complaints are all with housekeeping issues" Not true, Vacasa still does not admit that the cottage was not ready for us. The advertised trail to the river and the vantage point had grown up in weeds, grass and briers. No one had been there in months. The chairs were rotten. No fans were provided upon our arrival. Vacasa blames all of this on the owners. Well, Vacasa should ask the owners to refund the other $80 of my request. My request was fair and they know it! Final Business Response /* (4000, 16, 2014/07/23) */ Vacasa has nothing further to add. We stand firm in our position that the refund was adequate for the complaints the guest had. The home had been cleaned, there was yard maintenance which needed to be done, which was done within 24 hours of the guest's arrival. The chairs were also replaced within 24 hours of their arrival. The home did not list fans or AC as an amenity yet our employee gave the guest her own personal fans for their use. We feel confident that the refund they were given satisfies this matter.

8/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: We rented out a property Pacific View Hideaway from 6/29/XXXX - X/3/2014 through Vacasa Rentals. They had advertised this property as having - Wireless Internet. When we reached the property there was no Internet. We had to spend multiple hours on phone first with Vacasa Rental then with ******* (Internet provider), trying to resolve this. I cannot begin to explain the stress and hassle both me and my husband have incurred due to unavailability of internet cause we could not work. Not to mention the disappointment of my dad and kids at not being able to watch the soccer matches. We would not have even considered renting this house had we known there was no internet connectivity, there were lot of other options available. Worst was the fact that ******* informed us the connection was cut off due to none payment of bill! When Vacasa Rentals is advertising saying this house has internet connection how irresponsible is this! Our vacation was totally ruined!

Desired Settlement: We have paid a total of $957.78 and are seeking a refund of at least 50% (about $480) back.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ We sincerely apologize that there was an interruption of wifi service during this guest's stay. The outage was due to Vacasa assuming responsibility of the wifi account from the homeowner, who was frequently behind in paying the provider. When we learned that******** was unable to restore service until the last day of the guest's stay we issued a refund in the amount of $100 to the guest. This is 4 times Vacasa's standard $25 refund for a wifi outage. While we regret that the guest was inconvenienced by the wifi outage, we believe this to be a fair and reasonable refund. Initial Consumer Rebuttal /* (3000, 7, 2014/07/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable at all. Vacasa advertised this property as having Wi-Fi. Internet connectivity was the main criteria for us choosing to rent this house. Vacasa should verify the things that they advertise, this is false advertising, completely misleading the consumer. When we reached the property and found no Wi-Fi, we did offer Vacasa to move us to another property with Wi-Fi, we were willing to move. But Vacasa could not resolve the Wi-Fi issue neither could they move us to another property with Wi-Fi. The $100 refund is $25/day, it is for four days of no Wi-Fi NOT 4 times. We had to go sit outside the Library to avail of their Wi-Fi to get our office work done. We had to go to pub/restaurants to watch the World cup. Ideally, we should be asking for a FULL refund of $957.78 however we are being very reasonable is asking for less than half the refund of $480 which in no way compensates for all the disappointment and stress we endured! Final Consumer Response /* (4200, 11, 2014/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We could have booked another property had Vacasa not FALSELY advertised saying Wi-Fi available at this ********************* Property. Our stay was ruined, we were totally stressed out and hassled trying to get Wi-Fi some place (we got outside the library) and looking for Sports Bar to catch the World Cup. We had come to relax but we got additional stress! I am looking for ATLEAST 50% refund i.e $480. Final Business Response /* (4000, 13, 2014/07/23) */ As previously explained, the home's wifi service was disrupted as Vacasa was assuming the account from the owner of the home. We understand that this was frustrating to the guest and we accept responsibility in the matter. This is why the guest was refunded $100 as opposed to the standard $25 which would be offered for a wifi or cable tv outage. This is the maximum refund Vacasa is willing to consider in this matter. We regret that this does not satisfy this guest.

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We received an email regarding a reservation. The reservation email came to a personal email address and used my full name. Of note is that: 1. The reservation was for several days in the past. 2. Perhaps most notably, we never made this reservation, nor had we even visited Vacasa's web site until we received this email. 3. We do not have plans to travel to Oregon. No one in our family has ever been to Oregon. 4. The email noted that a bill of $120.01 was due.

Desired Settlement: Admit the error and do not charge us for a reservation that was never made for a trip that never happened.

Business Response: Initial Business Response /* (1000, 5, 2014/07/21) */ This reservation was made online. We had no direct contact with whomever made the reservation. The credit card provided at the time of the online reservation declined. We cancelled the reservation. We have no intention of going after these people for any money but do suggest that if they fear that someone is using their identity to make fraudulent online purchased that they contact the authorities. I also reached out to them on 7/18/14 to provide as many details as I could in case this is identity theft and have not, to date, been contacted back. We not consider this matter closed as there is nothing further Vacasa can do to help.

8/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Rented a cabin 1 month in advance. Upon arrival, work was being performed on the cabin and was not completed until day 4 of a 7 day stay. Cabin was not clean upon arrival and dirty rugs and shower curtains required cleaning by us. Emptying dishwasher and other basic maintenance performed by us.

Desired Settlement: Business offered and we accepted a 150 refund. Our customer surveys (warning others) have not been posted on their website. We did not feel that this was an adequate settlement offer when the cleaning fee was 265 dollars and we had limited enjoyment of the cabin per the patio be unavailable.

Business Response: Initial Business Response /* (1000, 5, 2014/07/22) */ Vacasa resolved this matter with this guest on July 1st. We offered a maximum refund of $147.90 (10% of the total they paid) for any and all issues that the guest had with their rental. This offer was emailed on 6/25/14 and the guest accepted this offer via email on July 1st. Please see attached PDF which includes both Vacasa's refund offer as well as the guest's acceptance of this offer. We regret that they are not pleased with the agreed upon refund, however Vacasa considers this matter resolved. ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 7, 2014/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Refund was accepted for the loss of use of parts of the cabin as work was being performed. Refund was maximum offered and was unacceptable to cover the work required to properly clean the cabin. Vacasa rentals claimed the cleaning is performed by the owner. Cleaning was 265 dollars and we had to clean the cabin when we arrived. We left it as clean or cleaner than found. Our review of the cabin and company is not posted on their website. We are not satisfied. Final Business Response /* (4000, 9, 2014/07/23) */ We issued a refund of $147.90 which was 10% of the total paid by this guest. It was made clear in our email with the guest that this refund was for any and all faults they found with the cabin and property. This amount was determined after speaking with the property manager, who was called to the home several times by the guest. The guest's cleaning fee was $225. In the interest of compromising and resolving this matter, Vacasa is willing to refund an additional $77.10 in addition to the $147.90 already refunded for a total refund of $225. This is the maximum refund we are prepared to offer. Final Consumer Response /* (4200, 11, 2014/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) We left the property as clean or cleaner than we found it. I have an email showing cleaning fee of 265. Their story keeps changing. Property manager did come out but could not rectify ongoing work and we had already cleaned things as we could not stay one day in a dirty place. No thank you.

8/1/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I was requesting information on a vacation condo in bend oregon through a website. I verified that the calender on the website had been updated as of 7/13/14. Also, according to the website the price was $145 a night for this condo. The dates that were showing available at 12:55 pm on 7/13/14 were available. At about 2:14pm on 7/13/14, I received a notice from Vacasa vacation rentals that this condo was not available but that I could visit their website for other condo's that were available. Vacasa vacations rentals of central oregon have done this every single time that I request information from them. They never have availabilty on their less expensive rentals, but their price and calendar reflect that it is available. I believe this is false advertising as they have done this to me before. The results for the ones available are much more expensive, yet the less expensive unit was showing available and that the calendar had been updated the same day I was requesting information. This was on unit 219 at mt bachelor village in bend oregon. When I just checked at about 11:30pm on 7/13/14, it was still showing availability for the dates I have requested and they were not blocked out, yet Vacasa is saying they are not available.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to rent a condo that states that it is available for the price that Vacasa has it listed at for the dates I requested, not a more expensive one. This is the 5th time they have false advertised their condo availability and price.

Business Response: Initial Business Response /* (1000, 5, 2014/07/15) */ We certainly apologize that this has happened 5 times. ****.com and other 3rd party websites do not update as accurately as it would seem. The only website that has 100% accuracy is www.vacasarentals.com. This is the only website we control. We are not falsely advertising rates on 3rd party websites, we simply can not their accuracy which is why we encourage potential customers to 1. come directly to our website 2. plan early as the less expensive rental units go quickly, especially during peak summer and winter months. In addition, by calling and speaking to one of our reps, you may be eligible for discounts not advertised on 3ed party sites.

6/17/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I booked a home on the Oregon coast through Vacasa Rentals for a weekend. When I booked this location, I called Vacasa rentals and let them know that we were having my ten year old daughters birthday weekend there with a couple of her friends. I also let them know that I had a dog that would be with us. The pictures looked like the perfect place and the description after scanning it looked like exactly what we were looking for. We arrived around 5 p.m. and the girls jumped out of the car eager to go run on the beach. We all ran into the back yard to realize that we were ON A CLIFF. A serious cliff of about 30-40 feet. Completely unsuitable for children. The photos didn't show that it was a CLIFF but made it look like there was a 3-4 foot hill to the beach. The edge of the cliff was covered in weeds so you couldn't tell how close you could get to the edge before you fell off. What a shock! We called Vacasa and said that we didn't know this place was on a cliff and we were worried about someone getting injured. The gentleman told us "sorry, nothing he could do because it said in the description that beach access was three blocks away." We re-read the description online and sure enough way down the list after how many coffee cups, books and other gratuitous drivel, was the fact that beach access was three blocks away but nothing about being on a *****. Ironically there was an advisory that there was no dishwasher but nothing about a ***** that kids could fall off. We decided to go check where the beach access was and was met by a sign letting us know that the bridge was out and closed. So our beach access would not be accessible. We went back to the house pretty mad at this point and stumbled upon the "grill" that was mentioned in the description. ("Outside, you'll also find a deck with a charcoal grill for great ocean-side barbecues. All you need is the beer and burgers for a memorable afternoon filled with good food, laughter, and ocean breezes")The grill that we had bought expensive steaks to grill for the special birthday dinner to find that it was the size of a dinner plate. The size of a dinner plate to grill for six people. Really? We went inside and called Vacasa again and spoke with ****** She was VERY nice. I told her that the *** **** ***** was NOT what was implied or described and is there any way she could move us to another rental. (Actually, the INSIDE was exactly how it was described and was very nice but the outside is what we came for and was nothing as described) She let me know that she was a little new and didn't know all of the rules but would ask the manager if she could move us. She called me back to let me know that we could not be moved. I told her that I was unwilling to put four kids life at risk and that we would not be staying there and what were the options for a refund. She asked her manager again and then let me know that since it was the day of, Vacasa would not be refunding us any money. I realize that last minute cancellations are cause for a non refund. However, we upheld our end of the agreement. We paid, we showed up and were willing to treat the place like our own home. Unfortunately, with the ***** (not mentioned), the "grill" that was mentioned but unusable, and the lack of beach access made the situation where their company did not uphold its promise to us ("The team at Vacasa has made it our top priority to make the world of vacation rentals a simple, stress-free experience for both owners and guests.") When we returned home we contacted Vacasa again and were told that they were told by the property manager that the "*****" is actually a" hill". (I would love to see their reaction if they were to take THEIR kids to that property and have their kid get too close to the "hill") I googled the elevation of the home and it is indeed 30 feet above ocean level. They said they would edit the beach access on the listing for future tenants and never addressed the grill. Since we did not stay there, they would offer our cleaning fee back but we were to eat the rest of what we paid for but did not receive.

Desired Settlement: We paid $498.00 to stay at this home for two nights. We did not stay there at all. They said they refunded us our cleaning fee of $100.00 to the card we paid with. That still leaves $398.00 that we paid for something that was not accurately listed. We feel it would be fair for them to take 20% ($79.60) of the $398.00 for administration costs etc and refund us the remaining balance back to us ($318.40).

Business Response: Initial Business Response /* (1000, 5, 2014/05/21) */ While we regret that the guest was not pleased with the home that they booked, we do not feel that the home has been misrepresented in any way. Our web site has numerous photographs of the yard facing the ocean and it is clearly high above the beach. The online description (which first describes the interior before describing the exterior) makes it clear that beach access is 3 blocks away. There is no yard access to the beach because as the photos show, the home sits high above the beach. It should be noted that the home is not of a ***** but a steep incline. One can descend the hill, however due to beach erosion it is not advised. In addition, there is a gated area to the yard and a large front yard at the home so if the backyard is a concern for pets or children there are other options. The beach access is 3 blocks away. The bridge to the beach is closed to vehicles only. It is a pedestrian bridge and the are signs indicating this. The grill being mentioned was a small tabletop grill, suitable for about 4 hamburgers or 2 steaks at a time. Thanks to this guest's feedback the owner installed a gas grill on 5/20/14. It is always disappointing when a guest is unsatisfied with the home that they book and decide to abandon their reservation, however we do not feel that this home is misrepresented in any way. At this time we have refunded the cleaning fee as they did not use the home but we will not issue a full refund for the abandoned reservation as there was nothing making the home uninhabitable for guests. Initial Consumer Rebuttal /* (3000, 7, 2014/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) In our complaint, we complained about three items below: 1- That the grill was way too small for a party of six (which is how many the house sleeps) which meant we were unable to grill expensive steaks that we had purchased. 2- That the beach access that is listed is three blocks away but the listing never mentioned that you could only walk there and could not drive to near it. 3- That the property in the photos made it look like it was on a small hill that went to the beach but in reality was on a cliff that is unsafe for children to be near. Vacasa has changed or is changing two of the three items that we complained about since we have stayed there, and the third item is in dispute between us. So let's break down our complaint and their responses, item by item: 1- Vacasa says "The grill being mentioned was a small tabletop grill, suitable for about 4 hamburgers or 2 steaks at a time. Thanks to the guest's feedback the owner installed a gas grill on 5/20/2014." While we are thrilled that the next people that rent there will be able to grill for everyone in their party, it was not the case for our stay, even though it was listed that there would be a grill for us to cook on. 2- Vacasa says "The beach access is 3 blocks away. The bridge to the beach is closed to vehicles only. It is a pedestrian bridge and there are signs indicating this" In my email exchanges with **** from Vacasa he said they would be changing the listing to let people know that the bridge is not for vehicles and is for pedestrians only. Again, I am thrilled that the next renters will benefit from this new information, but for our party we were unable to access the beach. The reason we went to the ocean was so the kids could play on the beach. 3- Vacasa says "There is no yard access to the beach because as the photos show, the home sits high above the beach. It should be noted that the home is not of a cliff but a steep incline. One can descend the hill, however due to beach erosion it is not advised." In my opinion, the photos on their listing make it look as if it's a gentle 3-4 foot hill to the beach. There is not one photo of the property that shows the edge looking down. There is a photo of the homes farther down the beach which make it look like it is on a gradual slope. That is not the case for this home. They say that it "is on a steep incline and one can descend the hill but it is not advised". Regardless if they want to call it a hill and not a cliff, it is a 30 foot drop to the beach and would injure or kill you. They say that you could get down it but is not advised. That was NOT in the listing and I was not going to risk having a child injured. I have been there and know that it is not possible without falling off on the descent. In my opinion, this should have been told to us when we made our reservation and we told them that we would have a group of ten year old girls with us. Or it should have been on the listing. Vacasa says "In addition, there is a gated area to the yard and a large front yard at the home so if the backyard is a concern for pets or children there are other options." The gated area is to the back yard which is pretty small and on the edge of that 30 foot "hill" we are arguing over. The front yard was about a 10x10 foot area that the vegetation was up to your knees. The rest of the "front yard" is vegetation and parking. The front yard is shown in their listing photos and is the picture with the boat floatation that says "**************" in it. In conclusion, Vacasa has fixed two of the three items that we are complaining about for future renters. This says to me that they knew they were wrong and fixed it, but still want to charge me for it. The third item, the hill/cliff, I know for sure that **** from Vacasa hadn't seen the property and was going on the word of his property manager and ******* said she was backing **** in his decision. It seemed like neither of them had been there to see how really high and steep their "hill" was but are adamant that I am wrong. I felt like we were being fair in not asking for a full refund, which looking at the facts and their changes, we were probably due. It is disappointing when a business does not back their product. Regardless of the outcome of this case, I strongly urge Vacasa to go and look at the property and add a warning for future families. Thank you. Final Business Response /* (4000, 9, 2014/06/04) */ Regrettably, we seem to be at an impasse **** this guest. We strongly believe that this home has not been misrepresented, though we do regret that the guest was not happy with the home they booked. The listing clearly states that beach access is 3 blocks away. That 3 blocks is 0.2 miles away from the home and has a walk time of about 3-4 minutes. The photos of the home do not show a rolling hill of a few feet and we're sorry that the guest made assumptions - but the photos clearly show that the beach is well below the lawn. In all the time we have been renting this home we have never had these complaints before so we opted to make a few changes to improve the driving directions for future guests alerting them of the 0.2 mile walk to the beach access. As for the grill. The home owner did provide a grill. We regret that the guest found it to be too small to cook all their steaks on at once. The home owner has chosen to bring on a larger grill for future guests but even without that, we would not have considered a refund because a guest is unhappy with the size of a grill that the owner provides. While we regret the guest was unhappy with the home they rented, the home was in no way misrepresented. Ultimately, the guest chose to leave the home and surrender the reservation because the home did not meet all of their expectations. We do not refund in these cases. The home is a fully operational and safe home.There was nothing about this lovely home that made it uninhabitable. Because the guest didn't stay in the home we refunded their cleaning fee of $100 on 5/13/14 Unfortunately, we must remain firm in our position that a full refund is not warranted. Final Consumer Response /* (4200, 11, 2014/06/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vacasa refuses to take any responsibility for this house not being as listed. I hold firm to my complaint. With Vacasa changing two of the three items that I have complained about, but will still not admit fault, is just plain bad business. They brush off the grill like it is normal for a party of 6 to cook one steak at a time and for everyone to eat at different times throughout the evening. I wish I could submit my own photo of the grill they provided for us to use. They change the listing regarding the distance to the beach. Our complaint had nothing to due to the distance but due to the fact that the bridge was out and NOT listed, we could not access a beach that they listed we would have access to. There is no assumption on our part. That is fact. Bridge was out and they did not tell us. Regarding the drop to the beach we did not assume anything. Had we been told or able to tell from the photos that it is a 30 FOOT DROP to the beach, we would not have taken children there. Again, I wish I could provide my own photos. Regardless of what they say about the drop, I only hope that in their stubbornness to not change their listing and admit fault, that no one in the future gets injured. It will cost them a lot more than the $300 they are fighting with us over, if someone gets hurt, and they were aware of the problem but did nothing to change it. I have never had to file a complaint against a company. I have never written a bad review online until I used Vacasa. I steadfastly stand by my complaint.

6/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: When we arrived at the property we found it to be uninhabitable. The furniture was old and worn, the entire place looked like something from the fifties. It looked like a dingy worn out old hotel. We simply couldn't stay there. We immediately called and let the company know that it didn't work for us. After several calls we were told that there would be a refund and it would take at least ten days. Over two weeks later we were told that we would not receive a refund. We were then told that policy does not allow a refund. But the same person also said that refunds are offered on a case by case basis. I don't understand the sort of treatment we have received here. We have been quite nice about this entire event. We simply want our money back for a vacation home that wasn't up to any sort of standard. We have rented from this company before and never had a problem.

Desired Settlement: We have contacted the credit card company and refuted the charges for this property. I would appreciate it is the Vacasa would let the refutation stay in place resulting in us not paying for a substandard property that we couldn't stay in. I would appreciate a note from Vacasa to that effect.

Business Response: Initial Business Response /* (1000, 5, 2014/05/20) */ While we are disappointed that this guest was not happy with the home that they booked with Vacasa we will not issue a refund at this time nor will we allow their credit card dispute to go unchallenged. Our reservation cancellation policy states Rental payments (less a 5% processing fee of the full reservation amount) are fully refundable up until 30 days prior to the reservation. The reason that the guest stated for abandoning their reservation was that the home was "bleak and barren". Please allow us to explain the situation in detail: The guest booked this home online and the website has 24 photographs documenting the home. These pictures illustrate its decor which may not be abundant or extravagant. The simplistic style is clearly shown, we believe. The online description also states that the home was built in the 1940's. We do not feel that the home is in any way misrepresented online. There were no valid reasons why the home would be unfit, there were no maintenance issues. Unfortunately this is a case of the guest abandoning their reservation seemingly based on the home's decor.Again, we are very sorry that the home did not meet the guests expectations, however we feel strongly that the home has been not been represented in any shape or form. We do not consider this situation grounds for a refund. Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sorry if I miscommunicated. I am not suggesting that Vacasa misrepresented the property. Though the property was old and worn and quite unfriendly that isn't the point. The point is that when ****, who works with me, called Vacasa he was promised a refund. Weeks later we were told that it was policy not to give refunds. Bu we were also told, by the same fellow, that refunds were on a case by case basis. Acting on the promise of a refund we rented another property. Without that promise we might well have stayed in the place we rented. But with that refund we went down the road and found a much newer, up to date place for the same price and greatly enjoyed our stay. **** has worked with me for years. And when he says to me that he was promised a refund within ten days to two weeks I simply have to believe him. Again, this is not about the quality of the property. This is about the promise of a refund. I can understand if this were high season then the substandard place might have been rented to someone else. But it isn't high season, and there were vacancies everywhere. While I consider the policy of no refunds within 30 days to be customer unfriendly I especially find that promising a refund and then not delivering one isn't a good way to win over customers. I understand that the calls **** made to Vacasa were recorded. He was actually told by a Vacasa employee that they listened back to the calls and discovered that he was offered a refund. I was told later, by another employee, that this wasn't the case. I have no idea what to believe. I have never done a credit card chargeback before. Which indicates to me that I am not a troublesome customer. In fact, on this same weekend we rented another property, a much bigger one from Vacasa. On that property we were promised web access but didn't have any. We didn't complain, nor did we ask for a partial refund. We rolled with it although it was inconvenient. In every attempt to work this out with Vacasa we have been met with uneven/poor communication and intransigence. I don't like the way that they do business and am not used to being treated like this. I also don't like being promised one thing and being offered another. I am quite sure if Vacasa recorded the three calls **** made to them the recordings of those calls will prove that we were initially offered a refund. Final Business Response /* (4000, 9, 2014/06/02) */ We have taken the time to review all the phone calls in this case. Our telephone reps have no authority to authorize refunds and all requests for refunds are required to be forwarded to customer service management. The first 2 phone calls the guest made (2:51 pm and 2:55 pm) were handled properly and referred to management. The third call (3:12 pm) the rep is told by the guest that he is expecting a refund and the rep is clearly confused and states that she thinks that he may be able to get a refund but that she doesn't know how much and she does state that a manager would have to make the decision but that she believed that a refund was in order if they were not staying. The rep does not offer a refund. Vacasa has a very strict policy regarding cancelling reservations and we do not make exceptions unless there is a reason the home is uninhabitable. Once this matter was escalated to a manager with authority to make decisions regarding refunds we concluded that no refund would be offered. At no point did anyone with authority to offer a refund. We are sorry that the guests made the decision to abandon their reservation because they were unhappy with the sparse decor of the home and we regret that they feel that they were offered a refund as this is not the case. While we strongly feel that we have done nothing wrong in this case and that the home is habitable, we are willing to offer a $116 refund for the cleaning fee as the guests chose not to stay. We appreciate your help in getting this attached to the case. Best Regards, **** ******* - Guest Services Manager Vacasa Rentals XXX-XXX-XXXX Final Consumer Response /* (4200, 11, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) While we do not have the recording of the calls, ****, an employee of mine assures me that he was offered a refund. And apparently Vacasa agrees that the on the third call their employee did say that we would get a refund. Anyway, **** interpreted whatever was said as a promise to refund so we rented a different place. **** is a very smart fellow with a college degree in physics. I have known him for years and trust his judgement. What Vacasa his written indicates to me that a refund may have been offered. Or that **** interpreted the response of the third operator as a refund being offered. As I stated earlier, this was not high season. I suspect that this property has not been rented for at least a month or two before this or since, nobody is out any money by us not staying in this inadequate housing. I don't understand the insistence that we pay for lodging we didn't use. Vacasa suggests that company policy is the reason for no refund, though the third operator indicated that there would be one. I spoke with a manager at Vacasa and he said that exceptions are made to policy. I have a policy not to pay for lodging that I don't use. Especially when I couldn't possibly stay in the place because it was old, worn out and not up to date. Stating that the reason for no refund is because of policy doesn't make any sense. Make an exception and you keep a customer. Don't make an exception and you upset a customer. Refunding the cleaning deposit is silly. Not charging us for lodging that we found unacceptable, when you promised a refund, makes much more sense. The credit card company has credited us back the amount we paid for lodging that we didn't use. Vacasa has vowed to fight that. I guess we will find out what happens at the level of the credit card company. Apparently this can't be solved by the better business bureau. I have never asked for a credit back for a purchase, this is the first time. This situation, due to inflexibility on Vacasa's part requires it. I regret that this entire incident has taken place. We have had good relations with Vacasa in the past. It seems very odd to me, and not very business like, for them to continue to seek payment for a rental that is not of high quality and that we didn't use. For them to claim that it really isn't up to them, it is policy that dictates their actions has me wonder who in the world set the policy. We will not be doing business with them in the future simply because we don't like the way that they do business.

6/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I started the process of renting a house in January 2014 for a wedding.I payed hafe the money than.In April I receviced a email for the balance to be payed by May 9th. I may my payment. The house was to used on May 9th thru 12th.i receved instructions on how to locate home and access lockbox and alarm code.Check in time was to be after 4 pm on May 9th. we arrived and someone was at the house we thought it was Vacasa prepping home for us because of email stating home would be prepared for us. We talked to the people and found out they were the new owners and did not have a contract with Vacasa. They bought the home in April .I contacted Vacasa to find a different house .they put me in a smalle home so some of my people had to get motels. I was not able to use the hottub at outher house because they did not give a code to me.The house we were in was to small to have family functions in therfor it we not a good weekend. we had to travel and have meeting at café so therefore it cost me lot more money and time. Vacasa did give some money back but still charged more than the listed price. I would not ever use Vacasa rentals agin

Desired Settlement: I would like to be compensated for my inconvinance and not being able to use the hot tub of at least a $100.00 more

Business Response: Initial Business Response /* (1000, 5, 2014/05/21) */ The guest did reserve a large higher end home in January. This home was sold in April and we were under the impression that the new home owner would honor existing reservations. When we learned that the new home owner chose not to honor our reservations we moved the guest to the only available property we had to offer. The guest had paid us $996.03 for the first booking. The home we had to move them was smaller and did not have similar amenities, like the hot tub. This smaller home rental had a total cost of $502.78 ($325 RENT $142 FEES). We refunded the difference of $493.25. Upon receiving the guest's follow up email that they were unhappy with their experience with us we refunded an additional 25% of the $325 rent for the smaller home we had to move them to ($81.25). We regret that we were unable to honor the original reservation and that we had no alternative home to put these guests in which would have matched the amenities of the original home. We also regret that we have been unable to satisfy this guest but we do feel that refunding 25% of the rent for the smaller home as compensation was adequate compensation for their inconvenience.

6/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My husband and I are both teachers in Portland, OR. Having recently lost my mother-in-law to cancer shortly after the very difficult preterm delivery of our twins, my husband and I wanted to spend some time relaxing, healing, and spending time with one another and our babies. Although we share a modest income, we were eager to take a trip to the Oregon coast with our twin infant daughters for Memorial Day weekend of 2014 and had saved for months to do so. After exploring our options, we decided that Vacasa was the company that could best meet our needs. We liked that Vacasa is a local Northwest business and offered a variety of rentals to meet different needs. A few of our friends also recommended it. Although we could see from the photos and description that the ********* unit was older and perhaps a little dated, which was reflected in the price, we were eager to be close to the beach and relax for the weekend with our babies after a hard year. Unfortunately, our experience was beyond poor. Shortly after entering the unit, I went to take a look around, select one bedroom to sleep in and one for our babies. The following is a list of what I discovered in the ********* unit: Living Room: *Rug deeply stained with both old and fresh food stains *Potato chips on carpet behind television *Pillows on couch tattered and shredded with batting coming out Boat bed: *2 large, dried puddles of semen (unwashed) on underside of the comforter *Fresh food spots (unwashed) on the pillowcases and sheets *Pet hair embedded in the blanket under the comforter Upstairs Bedroom: *Cheese cracker crumbs on top of the top sheet on the bed In addition to the condition of the beds, there was: *Exposed insulation and unfinished construction in the loft area housing the boat bed (the bed suggested for childrens' use in the Beachwood listing) In the downstairs "master bedroom": *Food stains on the pillowcases and sheets *Sliding door, which is supposed to open on the deck, would not open and was lacking an interior handle. The handle appeared to have been broken off somehow and then the metal corroded away At this point, I called Vacasa to let them know the condition of the unit. The agent I spoke with took my information and said she would put in a "note" to the property manager and that we should hear from someone shortly. After 40 minutes passed with no word from a Vacasa representative, my husband called Vacasa again. We were again told that a "note" was being put in to the property manager and that we should hear from someone soon. After an hour, I called Vacasa for the third time. The agent said that a "note" had been put in. When I explained our situation to her and expressed that the unit was in no condition to be used, she claimed that the unit was older and may be dated and was reflected in the rate. Frankly, it was insulting to be told that sleeping in a bed covered in a stranger's semen was reflected in our rate, and the apathy that this representative showed during our conversation was alarming. **** ******* the property manager, showed up to the unit shortly afterward. I showed him what we had discovered. *** ****** was highly professional and empathic, and seemed genuinely concerned about the state of the unit. He also claimed that he has had conversations with the owner of the property in the past about needed updates and repairs and that the owner has shown little interest in providing these. *** ****** discovered that in addition to the sliding door being unopenable and lacking an interior handle, it had been installed inside out. He put the comforter with the semen on it in the washing machine, rolled up the stained rug (which he described as "disgusting") and took it outside, and then set to work trying to repair the door. *** ****** also called the housekeeper to come and take care of the linen situation. When the housekeeper arrived close to an hour later, she stripped the beds and vacuumed the carpets. Since the washing machine was occupied by the comforter, she took the linens to a laundromat in Lincoln City. The housekeeper returned several hours later (after 6 p.m.) with the bed linens and remade the beds. During this period, we were unable to use any of the bedrooms in the unit. That evening, I went to cook dinner using the cookware provided with the unit. When I went to use the skillet provided, I discovered that the non-stick coating was gouged off with what appeared to be knife marks. Huge chunks of Teflon were missing and flaking off, rendering the pan unusable. A ten-inch skillet is something the vast majority of people would consider part of the "expected & essential supplies needed to prepare a meal", as described in Vacasa's email to me. For this reason, we were unable to cook and eat dinner in the unit as we had planned. Shortly after that, we realized that there was a: *Spider infestation in the unit. Hundreds of baby spiders were climbing on the wall above the window directly next to the front door. There were also large clusters of spider webs above most of the windows and in the corners where the ceiling met the walls. Realizing at this point that the unit was unsafe and didn't meet a very basic standard of cleanliness, we did not feel that keeping our babies there was an option. By this time, we didn't feel comfortable using any part of the unit because we had no reason to believe that any attention had been paid to cleanliness or basic sanitation. As we had spent our entire vacation budget on the ********* unit and it was late at night (too late to be driving back to Portland with the babies), and due to the fact that there were limited options for alternate lodging due to the holiday weekend, my mother paid for a room at the nearby *********** ******** ******* in the amount of $215. Due of the total lack of cleanliness and basic sanitation practices at the ********** not to mention basics like working doors and pots and pans, our vacation was completely ruined. We had been looking forward to this weekend for so long, and I can honestly say that we left the ********* unit feeling more stressed, tired, and sad than we ever could have anticipated. As hardworking teachers who really, really needed a break after a hard year, we did our best to save for a vacation we could enjoy with our babies and trusted Vacasa to provide us with that experience. Unfortunately, not only were we denied that, but we were unable to cook meals, sleep, or even feel comfortable sitting on the couch for fear of what we might discover next. In addition, the fact that a representative of Vacasa told me that the quality of the unit was reflected in the rate was shameful. Nobody deserves to sleep in a bed covered with someone else's bodily fluids, and to have that suggested by the rep is unbelievable. I am requesting that Vacasa provide me with a prompt refund of my entire reservation fee in the amount of $778.10. In addition, I am requesting that my mother, ******* ********, be reimbursed for the alternate lodging she paid for at the *********** ******** ******* in the amount of $215.00. I also strongly suggest that Vacasa take the ********* unit off of the list of rentals until appropriate repairs and cleaning measures are taken. I have attached a link to photos I took of the unit. **** ******* the Vacasa property manager, also took photos. http://www2.snapfish.com/snapfish/thumbnailshare/AlbumID=XXXXXXXXXX/a=XXXXXXXXXX_XXXXXXXXXX/otsc=SHR************************************** I sent the above information to Vacasa on 5/27/14 and have not received word about my refund.

Desired Settlement: Refund in the amount of $775.10 for my reservation with Vacasa and $215 for alternate accommodations.

Business Response: Initial Business Response /* (1000, 5, 2014/06/04) */ After a careful review of this case we have issued this guest a full refund of $775.10. I personally communicated this refund offer to the guest who accepted. A refund check is being processed. Our local manager is doing a full audit of this home and to determine its future with Vacasa Rentals. We sincerely apologize to our guest for the experience that they had. Initial Consumer Rebuttal /* (2000, 7, 2014/06/05) */ The company has resolved the issue.

5/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My husband and I rented the Hidden Cottage #4 from 5May14-8May14. Upon arrival we determined that the internet did not work. This was listed on the website, and was a reason why we selected the cottage (required internet for our work). We attempted to use the internet at different times of the day to see if perhaps it was a load demand issue, but it never worked. We had to use the internet at the local library when it was open (or sit outside the library doors when it was closed) The biggest issue was that the cottage had ants. There was an ant infestation problem and this caused us to leave after our second of three nights. There were ants crawling on the kitchen table (we never ate food in the cottage), in the bathroom, throughout our luggage, on the walls, and we found some in the bed after waking up in the morning (including on my pillow). They were also crawling on my computer keypad. Vacasa is lucky there is no damage to my computer because they crawled under the buttons and into the actual computer. Vacasa clearly knew that there was an ant issue at this cottage because there was a small ant trap behind a chair and there was ant spray under the sink. We were never told of the issue prior to our arrival or upon our arrival. Early on the 7th we decided that we were going to leave a day early due to the ant infestation. We called Vacasa around 8am to inform them of this. One of the first questions I was asked was "did it say there were ants in your contract?" This is a ridiculous question, but I answered it with a polite "no." I would not have rented the place if it had ants. After speaking with the first representative and giving our story, she said that she did not have the authority to offer a refund for our final night (after I had to ask about a refund). I asked who did. She said she would have someone contact me later that day. Finally another rep contacted me. After giving her the same story she said that a maintenance rep was enroute. I thanked her, but explained that ants were now in our luggage and we were no longer comfortable staying in the cottage. We had decided (understandably) to leave. She explained that she also did not have the authority to offer a refund (only after asking for a refund. Not a single representative ever offered up the word "refund." I had to ask for it). She told me that a customer service rep would call me soon. There wer ants crawling out of my hair an hour after we left the cottage. I felt terrible for the next day, as if ants were crawling all over me. The next day (8th) I received an email asking for feedback about my experience so that they could help prevent it from happening to future guests. Nothing about a refund or about how to fix our situation. They were only concerned about helping their company. I then called Vacasa and had to leave a message. I asked that somebody please contact me via phone to discuss the matter. I received another email forwarding me the previous email asking for information so they could prevent it from happening to future guests. No information about a refund. I responded to the email saying that I was not interested in providing information simply to help them prevent this from future guests, and that I was disappointed in their response thus far about fixing our situation. I again requested a phone call. Finally on Monday the 12th I received a phone call from Vacasa. I again had to tell the story of our experience. At the end of the conversation there was still no mention about a refund, so I AGAIN had to ask about it. The representative said that he had to do research and talk with the maintenance personnel and would get back to me. This was insulting, as if he needed to research my claim and see if my story was even true. Despite this I said goodbye and expected a phone call soon about our refund. (keep in mind I only asked for a refund for our final night, 75$.) Late the next day I finally received an email saying that they would refund $58.14 for the ant issue. No mention of the internet issue. and that I would also get 5% off a futures stay. Keep in mind that I received this final refund email an entire WEEK after leaving the cottage. There was no explanation in the email of how they came to this amount. I called the representative that sent the refund email and asked how they came up with that amount. He said it is 15% and is policy. At this point I ask why they would not refund the one night we did not stay, and he simply said it's policy. I asked if he had a supervisor that I could speak to. In a very rude and abrupt tone he said only "not available." Surprised, I asked if I could have the supervisors name or email or some sort of contact info. After a minute or two he said that a supervisor would be contacting me, not providing a name. I asked if I could have the supervisors name and he reluctantly said *****. I asked when I could be expecting a phone call and he said later that day. The phone call never came. It is now over 24 hours later and I have not received a phone call. I have never been so disappointed in a business' customer service. I at no point blamed the company and simply asked that they refund the one night that we missed out on because of the internet and ants (THAT THEY KNEW ABOUT). Over a week later we have not resolved this issue. The fact that not a single representative offered up information about a refund and I have literally had to make multiple phone calls is insulting. My time is worth more than this company is making it out to be. I am in disbelief that they expect a 5% discount is enough to entice me to return after the treatment I have received. I have been extremely polite and understanding throughout the entire process, and Vacasa must have mistook my courtesy and politeness for lack of disgust of the situation. This company has faulty policies with regards to customer refunds. Clearly they do not believe in the power of a single customer, which is a huge mistake.

Desired Settlement: I would expect at least 1 full night and the cleaning fee refund.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ Our records indicate that the guest spoke with our Operations Manager, **** **** and agreed to a refund of $94.50, which was credited to the guest on 5/17/2014. We are hopeful that this case has been resolved to the guest's satisfaction at this time. Initial Consumer Rebuttal /* (3000, 7, 2014/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We did talk with the Operations Manager ******* **** and did come to an amicable agreement of one nights stay and refund of the full cleaning fee. ******* **** then handed the issue off to his associate and the amount $94.50 that we were refunded was less than what was agreed upon on the phone. We have once again been lied to by this business. They took three days to finally have their operations manager contact us, and when they finally did it was 1.5 hours after the email from the BBB was sent to them. This company is more concerned with their image than with taking care of their customers. To avoid any further stress (after talking with 4 different people and dealing with multiple calls and emails over more than a week and a half) we choose to not have any further contact with this company.

5/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ****Please also see attached documents online**** I located a rental property on-line at ***** The rates were listed for the nights we were to stay at $375 for Saturday Night April 12th and $285 for Sunday night April 13th. When I reserved and asked about the charges, I was told that the charges included taxes, cleaning fee and a reservation fee. Later I asked for an itemized bill and found out that they charged me $520 per night. I emailed customer service about the over billing as well and misrepresenting the home as sleeping 14 when in fact it can only sleep 10. Customer service failed to offer a refund. I gave them 48 hours to correct the mistake before I would bring this to your attention after multiple tries of getting a refund. Their final response was that I should send them a copy of their webpage. At this point, I felt they are just trying to wear me down. I sent them an email that stated that I would be filing a complaint within 24 hours. They did not respond. ***SUPPORTING DOCUMENTS REDACTED BY BBB***

Desired Settlement: I would like to be refunded the amount over what they advertised as the nightly charge. This is $380 dollars in addition to the extra taxes that they collected on the higher rent.

Business Response: Initial Business Response /* (1000, 5, 2014/04/24) */ We are sincerely apologetic that the customer feels that they are being overcharged for the reservation they placed with us in January, 2014. Like airfare and hotel rates, our rates do change based on factors like season, availability and demand. At the time of booking the rate for this home was $625 for Saturday and $415 for Sunday night. This guest booked their reservation online on 1/20/2014 and at that time our website booking did list the total at $1502.78 (with fees and tax) for the guest's stay. On January 29th the guest emailed us a signed document accepting the terms of this rental agreement (PDF Attached) which again listed the total price of $1502.78. It was not until the guest called in on April 11th to cancel the reservation that the amount charged came into question. The guest is basing the overcharge claim on current booking costs for this home for April weekends, which are indeed lower than they were at the time of her booking in January. As stated above, our rates are based on availability and demand. Rates will be lower for a last minute booking than one placed months in advance. This is standard with airlines, hotels and rental vacation properties. We had to deny refund demand based on the fact that the guest booked at a time when rates were higher and we do not match rates. Our system does not indicate that the guest was charged incorrectly. The guest was not happy with this outcome. Furthermore, we did indeed ask for documentation which the guest was not able supply. The guest then opted to cease communication make a case in this forum as well as informing us that she would dispute her credit card charge and alert the Attorney General. In response to the question of the number of beds, our website does state that the home has a maximum occupancy of 14 (11 adults) and comfortably sleeps 10. On January 3rd the guest emailed us to ask about sleeping arrangements and was emailed a detailed list of beds, how many they slept and what the occupancy rates are for the home. This information, as well as the cost, were all available in writing to the guest prior to her going online and booking the stay. Unfortunately, we cannot offer a refund as we have done nothing wrong in regards to this reservation. We have double checked our records and no errors were made. ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 7, 2014/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Vacasa is not acceptable to me. As indicated on the documentation that I sent BBB, the rates are clearly shown. Vacasa states that they change the rates of their homes based on booking times. Clearly, the website indicated the rate for April 12th and 13th on the documentation I shared with BBB. If their assertion is true, why would they have a rate posted for specific days that have already been booked? It does not make sense to advertise a specific rate for a specific day if that day was already booked. Vacasa, I believe, is retrofitting their excuse. Vacasa stated that they asked for documentation that I was not able to supply. They asked me to send them a copy of their own website. I indicated to them in an email that I felt that they were manipulating me. As is clear from the attachment to this complaint, I have documentation. They should certainly have documentation from their own website and the fact that they asked for their own documentation is a way to put the burden on the customer. It is clear that Vacasa has made a mistake, either advertently or inadvertently, and has refused to remedy the situation. As far as their assertion that they advertised the home as maximum occupancy of 14 (11 adults) and comfortably sleeps 10: See the documentation I attached which clearly states Sleeps 14, beds for 14. The home only has 3 beds for adults (2 kings and 1 Queen) and 2 small twins for children. Our family consisted of 10 adults of which 2 ended up sleeping on the floor on a pull-out sofa mattress and two slept uncomfortably on the children's twin beds. Please see the documentation that was attached to this complaint. I stand by my original complaint and original request for a refund Final Business Response /* (4000, 9, 2014/05/02) */ As previously stated, in the travel industry rates change based on booking time, availability and demand. The guest booked the reservation online on January 20th at what was the full and correct rate for the booked dates and signed a contract agreeing to the price and terms of the rental agreement. The rates upon which the guest is basing the complaint are from a 3rd party website (www.****.com) which shows current rates, regardless of the home's availability for rental. It should also be noted that the document provided by the guest was printed in April and is showing what last minute pricing would be. Also important to note is that at the bottom of the document provided by the guest, that website refers potential guests back to Vacasa for accurate rates with the disclaimer: Major Credit Cards Accepted. Taxes and fees are not included. For a full rate quote, please contact us or visit the Vacasa Rentals website. We do not price match last minute rates. There has been no overcharge for this reservation. We would also like to stress that the sleeping arrangement is clearly stated on our website as having a maximum occupancy rate of 14 and the ability to sleep 10 comfortably. This can be seen at the following link: https://www.vacasarentals.com/unit.php?********** . In addition to this information being stated on the web listing, the guest emailed us on January 3rd asking about sleeping arrangements and was emailed a detailed description of the sleeping and bed arrangements in the home by one of our reservation agents (see attached file). The guest then chose to book this home on January 20th with all necessary information fully disclosed in writing. We believe that we have clearly demonstrated the following: 1) The correct rates were stated and charged at the time of booking. 2) The guest was informed about the sleeping arrangements of the home prior to booking and making payment for this

5/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I rented a house at Rockaway Beach through Vacasa. Wireless internet was promised, but none was available. I requested a refund for misleading me, but was only offered $25. I had paid $535.87 for the house rental.

Desired Settlement: I would like to get at least 25% of my payment reimbursed.

Business Response: Initial Business Response /* (1000, 5, 2014/05/14) */ We regret that the guest was unsatisfied with our refund of $25 and 5% off a future Vacasa stay. This is our standard reimbursement for wi-fi and cable tv outages as these are things that are not in Vacasa's control. The home does have working wi-fi which has been verified after this guests stay by the local manager and we have had no other guests report problems with accessing the home's wi-fi network. The internet provider, *********** was contacted during the guest's stay in the home and verified that the router in the home was getting a signal. *********** could not make a weekend service calls so, unfortunately we were unable to resolve this to the guest's satisfaction. Vacasa did make every attempt to resolve the problem. We believe a 25% refund for a wi-fi problem is excessive but would be happy to make an exception and refund 10% of their total which would be $53. As we have already refunded $25 we await the ok to refund an additional $28. Initial Consumer Rebuttal /* (2000, 7, 2014/05/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

5/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: we rented a house from Vacasa Rentals. upon arrival we emailed the company that the hot tub wasnt working and the main reason why rented the unit. before arrival there was communication about check-in. during our stay we didnt get a response back and now that our vacation has ended we still havent recieved a single reply about the issue.

Desired Settlement: there has been no communication about the issue. i have tried to use their review board and it was not addressed reached out to them via facebook page and they deleted my message. several emails have been sent with no reply

Business Response: Initial Business Response /* (1000, 5, 2014/05/01) */ We would like to use this opportunity to report that we have been working with the guest in regards to the aforementioned complaint via our internal customer complaint and refund process. We have apologized, acknowledged our shortcomings and have taken ownership of the issues that the guests encountered during their stay. While we failed to communicate effectively during the guests' stay, the guest satisfaction team did reach out to the guest immediately after we were notified of the issue. Guest feedback and satisfaction is very important to us at Vacasa. Again, we do regret that we were unable to assist the guest during their stay. At this point we have come to an amicable solution with the guest. A refund has been processed and a discount for a future stay offered, which illustrates our continued dedication to serving our valued guests. We thank the guest for their patience during this process and once again apologize that their stay was not perfect. Initial Consumer Rebuttal /* (2000, 7, 2014/05/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hi *******, First of all, I would like to thank you for expressing your concerns and problems that you encountered during your stay with us. We take your feedback very seriously and are taking action to remedy the situation for our next guests, thanks to you. I would like to apologize on behalf of Vacasa that your stay was not satisfactory due to the hot tub being out of order. It had recently been moved and fixed according to my records. I am investigating the matter further, as this is a very important amenity and I understand your frustration and disappointment of discovering this problem upon your arrival. I apologize for this oversight on our part and thank you for bringing this to my attention so we can remedy the situation for our future guests. I am also very sorry that we were unable to assist or respond to you during your stay. My records do indicate that a reservation agent tried to contact you by phone on 4/18, however she was not able to leave a message. Regardless, we did not perform well in responding to your issue and I believe a refund is indeed in order. I also understand that the fireplace was filled with beer bottles and trash. I apologize for that oversight as well. I also wanted to thank your for your patience in dealing with the refund process as it does take a step-by-step process once a complaint reaches my desk. I apologize if you felt that we were not attending to your needs. As mentioned I did reach out as soon as I was notified of your case. Overall, I do understand that your stay was impacted by the loss of the hot tub and therefore I would like to give you a 20% discount on your reservation. In addition, we do value you as our guests and I would like to offer you a discount coupon for a future stay with us also. In sum, we are happy to process a $150 refund for the issues you encountered during your stay. I will credit this refund to the card ending in 3479 that I have on file. Furthermore, I would like to offer you a 5% discount for a future stay with us. Just click here and you will be directed to our website where the 5% coupon will be applied at booking. You can also make a reservation over the phone at XXX-XXX-XXXX. Simply reference this e-mail and we will be happy to apply the discount. Again, I would like to apologize that your stay was not optimal and can assure you we are fixing the issues. Thank you for your time. Kindest regards, ******* **** Guest Satisfaction Manager Vacasa www.vacasarentals.com (XXX) XXX-XXXX

4/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Vacasa has failed to collect damages from the renters and shifts the repair costs to the owners by, without consent , deducting costs from owner's rental account. Failure to contact owner with estimates or inform owner that they will be charged. In my case when renter stood on a sofa arm and broke it,Vacasa called it wear and tear. The sofa is worth $100. and they approved a $650.00 repair. The contract states that they may not initiate a single fix in any item over $100. without owner consent. A coffee table was damaged with a sharp instrument and they have made no attempt to offer a solution to this damage besides my repairing it myself. Initial repair estimate $200. Vacasa has a deposit policy that includes holding a credit card. In order to charge the card for damage the must get permission from the tenant. In my opinion this policy is toothless and does not constitute a proper damage deposit. I also question how aggressively they pursue funds to cover damage. Their inspection policy (housekeeper) is insufficient as it is negligent in finding damage and assigning it to the proper party. They need

Desired Settlement: Return of funds for sofa repair $696.50 less $100.00 (per contract) and credit for table top damage of $200.00 Release from obligation to rent to future booked renters with or damage indemnification from Vacasa. Total consideration $796.50

Business Response: Initial Business Response /* (1000, 5, 2014/03/24) */ We would like to use this opportunity to explain that we are currently working on resolving this issue and are in direct communication with the owner. Owner relations and satisfaction are very important to us and we certainly hope to resolve this situation amicably. Furthermore, we hope that we can continue to work together as we appreciate the business relationship we have with the owner.

4/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: We rented a condo in *********** for four nights. Upon arrival we couldn't find the bikes we were to have access to because the keys didn't work to the storage units. (Called Vacasa and they said we weren't supposed to get bikes. After going over the rental post online with them over the phone they confirmed we were to have access to bikes and they would send someone out.) The property manager's son showed up and cleared up the bike issue giving us new keys but while he was here we realized there was no DVD player which was also listed in the online posting. He was willing to "break into" the owner's closet with a pipe cleaner if we had one. He left and said he would be back with a DVD player. He never returned and he never called. Then we realized we were missing a tv in the master bedroom and the tv in the family room was not a big screen as advertised. (Pictures available upon request.) The fireplace also didn't work and we realized there was no BBQ outside as advertised. The next morning we woke up to make breakfast for our 5 kids only to find that there were ZERO pots and pans in the kitchen. We immediately called Vacasa again. While on the phone with them we also told them about the other issues we'd found the night before. It was during this phone call that we learned from the neighbor that this condo was just robbed the week before. Because we had nothing to cook our breakfast on one of us had to drive 15 minutes to Redmond to get fruit and cereal to eat. We left for the day after breakfast and when we returned the property manager's son was here again to drop off the DVD player and pots and pans (the pots and pans he delivered were nothing I would use to cook any food on and all he left were three small pans and a very small pot; again we have pictures available.) When he set up the DVD player I asked if we would be getting any other pots and pans as I had stated in the call we were trying to cook pasta--he said probably not. Another call to Vacasa to explain the dissatisfaction with what we were receiving. We also let them know the DVD player would play but the sound didn't work. The manager I spoke with was very helpful and said she'd have the property manager call me back directly. Within the hour she called us back and said she'd have her son back out to fix the DVD player. I let her know we also needed new pots and pans to cook on because these weren't sufficient. I explained my frustration with this entire vacation because we had spent half of it dealing with issues in this house that we shouldn't have had to deal with. There weren't even garbage bags available, there were no instruction for where the garbage should go, there isn't even laundry detergent to start a load of laundry for them when we leave. She tried to tell me to look for pots and pans multiple times as if I was lying about them. She promised me her son (apparently not even a Vacasa employee) would be back within the hour so we'd still have time to cook dinner. An hour later I called to order Chinese food to be delivered because I still had no pots and pans to cook on. The son showed up 15 minutes after I placed my order and brought us a 12" pan and a 3 qt. pot. We ate dinner that night and sat down to watch a movie. We put a bag of popcorn in the microwave and two minutes later the glass tray shattered in half. We called Vacasa to make them aware of what happened and again reminded them of the garbage bags and laundry detergent. The next morning the housekeeper showed up with a basket of supplies. While here she took the microwave platter and said she'd try to get a new one for us. The rest of that day went great and we thought we were through with the issues of this nightmare vacation. We woke up this morning to find that we have no hot water! After multiple calls to Vacasa (who clearly doesn't care that our vacation has sucked) we are now spending another day waiting for someone to come fix the hot water heater so we can take showers. Vacasa's solution was to go to a rec center and take a shower at the public bathrooms. By and far, we did not get what we paid for.

Desired Settlement: We paid $731.08 to stay in this condo for four nights and clearly didn't get what we paid for and didn't even get all of our issues addressed through multiple phone calls to Vacasa. We brought food to cook that I finally (on night three) had to buy my own pots and pans to cook on. Night two we ended up paying $79 plus $12 tip for a meal we were not planning on having to pay for. I don't feel it's unreasonable to ask for a full refund.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ We would like to report that we have been working with the guest about these issues through our internal customer complaint and refund process. We have apologized, acknowledged our shortcomings and have taken ownership of the issues that the guests encountered during their stay. We do understand that the guest had a poor experience and while we tried to solve issues during their stay to the best of our abilities, their vacation at this home did not go as planned. At this point we have come to an amicable resolution with the guest. A refund has been processed and a discount for a future stay offered. We thank the guest for their patience during this process and once again apologize that their stay was not perfect. Initial Consumer Rebuttal /* (2000, 7, 2014/04/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Vacasa originally offered to compensate 20% of the rental costs. I was not happy with that and requested that they again review the situation. They came back with an offer of $250.00 which was about 35% of the rental costs. We are accepting this offer although we think there are still major issues with the house and the rental not being what we expected.

3/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: We reserved the Nantucket Beach House ( ***** ********* ***** , Rockaway Beach, OR XXXXX)on 12/9/13 for arrival on 1/18/14. The home was advertised with a hot tub which is the main reason we rented this home. When we arrived we found that the hot tub empty with sand in the bottom and not working. We called Vacasa and they told us that a note was put in the advertisement three weeks prior to our arrival, well after we reserved it, that the hot tub was not in working order. They then asked if anyone contacted us to let us know. We told them they had not. If Vacasa had contacted us we would have changed our reservation to a home with a hot tub since that is why we rented this home in the first place. We were told someone from their Customer Service Department would call us the day of our check-out to discuss an adjustment. They offered to give us a $100 refund for a home that we paid $531.94 for two nights. We told them we were not satisfied and felt that they should at least give us one night free because of the inconvenience. They refused. There was also a dirty bathtub in the main hall but we were more concerned about not being able to use the hot tub due to my wife's back problems. Note: they continued to show a picture of the hot tub as the first picture in their advertisement even though it was not in working order, leading others to believe the hot tub was available as well.

Desired Settlement: An additional $165 refund.

Business Response: Initial Business Response /* (1000, 5, 2014/02/28) */ We welcome the opportunity to respond to this guest and address the issues. First of all, we did take responsibility for the problem with the hot tub and apologized for the miscommunication. We obviously failed to let the guests know that the hot tub would be out of order during their stay as some critical maintenance was to be performed. The house was cleaned by our housekeepers, however they did a poor job with the bathtub. We regret that and apologized as well. These two items were rightfully brought to our attention and were clearly errors on our part. As a result we offered the guest a $100 refund in addition to a 10% discount for a future stay with us. At this point communication ceased and we did not hear back from the guest. We processed the refund as promised and believed the situation had been resolved. We were never contacted again or given an opportunity to make any corrections in regards to the refund. Overall, we believe we have done more than enough to assist the guest. We have demonstrated that we have taken ownership of the problem and made it right by offering a fair refund. Final Consumer Response /* (4200, 11, 2014/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not accept the response from the business as a resolution. I made an error not remembering that last email where they clearly stated they were not going to give us the refund that we felt was fair. The mistake they made was a large enough one that we would not want to rent from them again and go through this experience a second time. We feel that they should have, in good faith, knowing that we rented the place "specifically" for the hot tub, gave us the amount we requested as a refund. Final Business Response /* (4000, 9, 2014/03/18) */ We would like to use this opportunity to provide evidence that we did indeed respond to the guests email. While we feel that the personal communication between two people should remain a private matter we have no choice but to post an email in response to this accusation. Furthermore, the refund process is very similar to the communication process with a BBB complaint. There is often a back and forth until a resolution is found that makes both parties happy with the result. In this case you can see below that we did indeed respond the following day, offering our response and an additional offer of a 10% discount for a future stay with us. At that point communication ceased and we assumed the guest was satisfied with this resolution. The refund was processed and the case closed. Therefore, we have shown evidence that we did everything within our power to find an amicable solution in this refund case. We continue to feel that we did everything to strive for a fair resolution and will remain firm in our position that we will not be offering a further refund. Thank you. Email Communication between Vacasa and Guest: To:**********@gmail.com From:Vacasa Rentals <***************@vacasarentals.com> Subject:Re: Refund Request XXXXX Date: January 22, 2014, 4:39 pm Dear ****** Thank you for your feedback. I understand we made a mistake and we take full responsibility for that error. However, we feel that a roughly 20% discount is appropriate in this case. I am happy to extend a 10% discount for a future stay with us in addition to the $100 refund. Again, I apologize for the problem and hope you accept this offer on our end. Kind regards, ******* **** Guest Satisfaction Manager Vacasa www.vacasarentals.com (XXX) XXX-XXXX On January 21, 2014, 9:16 pm, Sonya ******* <**********@gmail.com> wrote: *******, Thank you for your offer. However, your office had 3 weeks to notify us of the change. This would have given us plenty of time to find another place. I think at least 1 night free would be more reasonable considering the circumstances. ****** Sent from my LG phone

3/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We stayed in the Central Newport Beach Bungalow in Newport, OR. The pictures on the website made the place look really nice. Unfortunately the pictures look a 100x better than the place actually was. This place is falling apart. The hot tub was dirty and had way too much chlorine in it. For some reason the large room upstairs had all the lights unplugged and the alarm clock was also unplugged. Another issue is the smoke detector WAS removed from this room (which is against the rental code of Oregon). The main light which was on a fan did not even have a bulb in it. After searching and searching I finally found some spare bulbs and put a new bulb in it and the light still did not work. One of the rooms upstairs had a door that was broken. The porch did not even have a light on it except for around the corner. The back yard was pitch black at night and I could easily see someone falling down and getting hurt on the deck. The electronics did not have enough cords to be able to use them all without switching the cords out from one to the other. When I was doing this behind the TV it had spider webs everywhere. The sliding glass door can easily be opened with a little force since the lock barely works on it. I was able to pry it open quite easily. Anyways we got past all of that and decided to just stay downstairs and after dinner we were watching a movie. During the movie at about 10:30 or so at night I started hearing loud footsteps upstairs pacing back and forth from the room without any working lights. I looked over the entire place shortly after we arrived and there was nothing or nobody else in it. I even heard a door creek open upstairs to the attic which at this point my wife and I decided to get out of there. I emailed that night (we were only there 2-3 hours) and called the next day and they tried making an excuse for everything but had no answer for why the upstairs was uninhabitable. Apparently they believed squirrels were upstairs and we should have let them try and fix the problem before we left. First the steps from upstairs sounded like a grown man stomping around. Even if it was 'squirrels' why would we stay in a place that was infested with potentially deasesed rodents who could have bitten one of us or our dogs? I am requesting a FULL refund from the company. This place was not as advertised and was not ready for people to rent no should it be until all the issues have been taken care of and resolved. The customer service for this company is a joke saying that the dirt and sand in the hot tub was fine to be in and that hot tubs are hard to clean. I have lived in a household for over 15 years with a hot tub and can assure you they are not hard to clean. This being a rental it should be 100% clean for any tenants. Also they were trying to argue with me about staying for one of the nights since the bedding was pulled back. I can assure you after the footsteps we heard upstairs we would not have stayed there. The bedding was pulled back to make sure the sheets were clean and did not need to be changed. I have a receipt from a hotel proving we did not stay there for more than 3 hours. The customer service agent tried telling me that I should have called them and had someone come over to check the place out. I was not going to waste the time to do so in case someone was in the house. Also the house should have had the lights, smoke detectors, and locks all in working order before arrival.

Desired Settlement: Full refund since services were not provided and the rental company did not disclose of the houses condition or 'tenant' upstairs.

Business Response: Initial Business Response /* (1000, 9, 2014/01/31) */ Please allow us an opportunity to respond to the allegations brought forth by the guest. This guest had a reservation for Dec. 20-22, 2013 for 2 adults and 2 dogs. According to the guest, he vacated the property a few hours after arrival due to the conditions that have been mentioned. Our local property manager was able to perform an inspection of the property in the following days. While a few small maintenance items were identified the home was found to be in good condition and more importantly, there was no evidence of intrusion into the home. The findings of this inspection were reported to the City of Newport, who had been involved with this case due to a complaint filed by the guest. All allegations were addressed in this communication with the City of Newport. Furthermore, the home passed inspection by the City of Newport in June 2013. In response to the allegations and the involvement by the city we invited the City Planning Department to come review the home. In conclusion, this home is a suitable rental property according to the law and the City of Newport. We would like to respond in detail to some of the issues that have been presented by the guest. While this is certainly an older home, it has been well taken care of and maintained by the owners. It is not a luxury ocean view home but is instead a centrally located budget priced family home with all new furnishings including a new hot tub that was purchased in the spring of 2013. In regards to the fire alarms, there are a total of 6 working smoke detectors in this home; one in each of the bedrooms, one in the upper level hallway, one in the kitchen and one in the laundry room. There is an old hard-wired smoke detector still visible in one of the bedrooms but it does not work, hence the installation of the battery operated one. Furthermore, as required by the City of Newport, there are carbon monoxide detectors located in three areas of the home. One is in the upstairs hallway, one between the kitchen and family room (near the garage) and one in the living room near the wood stove. There was indeed a light out on the ceiling fan light fixture in the upper room, as mentioned by the guest. However there is also a very bright ceiling light over the bed in the same room . The wall switch for this light is just inside the entrance of the room. Furthermore, the hot tub was in clean condition and was in no shape or form unusable or dirty. In response to the porch lights not working we can confirm that the original deck light is non-functioning at this time. Instead, we have mounted a motion detection battery operated light to the deck once the hot tub was installed in the spring. Finally, the glass sliding door to the porch is safe and not easily breakable as suggested by the guest. We had 2 people test the door and we can report that it is safe. There is also a dowel rod in place for additional security. Most importantly, the inspection of the house also found no evidence of intrusion or forced entry into the home. The guest even mentions that he performed a walk-through of the home and did not find any evidence of anybody else in the home at that time. We also feel that it is important to note that we had guests at this home the week prior to his stay as well as the week after without any incident reports or mention of intruders in the upstairs of the home. Vacasa does take ownership of problems if they do occur. We can confirm the following problems that the guest mentioned and are very apologetic for these items. First, there were indeed cob webs and dust behind the TV and electronics. We are very sorry for this fact and have since cleaned the area and will continue to do so for our future guests. Cleanliness is very important to us at Vacasa and we take pride in our housekeeping services that provide clean and tidy homes to our valued guests. There was a broken door upstairs as the guest pointed out. All the upstairs doors are accordion style except for the bathroom door. One of them has a panel that has separated from the rest. This was an issue not noticed by us and is only apparent when the door is closed. Upon review of the complaint that was submitted to us by the guest we felt that there certainly were a few maintenance items that could have been addressed had we been given the opportunity to fix them during his stay. We do not feel that they warranted a full refund. Also, our phone lines are answered by reservation agents from 7 am to 10 pm, 7 days a week, 365 days a year. After hours, phones are routed to a manager for emergency assistance. In the event that a maintenance issue comes up, we at Vacasa take pride in solving issues during the the time the guests are at the home so that they can relax and enjoy their vacation. We certainly would have been happy to help the guest in this case and sent our local property manager to the home to address the issues. We would have also been willing to move the guest to another home if necessary. However, we believe that the guest made a choice to vacate the premises on his own accord and only contacted us after his departure. Ultimately, we feel that the home was vacated without our knowledge and consequently the reservation was forfeited on behalf of the guest. We would also like to point out that we processed the complaint from the guest on 12/23/2013, which is 2 days after the complaint was filed with the BBB, according to the records on file. This indicates that there was a BBB complaint filed before we even responded to the customer complaint from our end. Final Consumer Response /* (3000, 11, 2014/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept their response. This company is beyond unprofessional. I have asked MULTIPLE times for a phone call from a manager to discuss my many issues I have had with them and I never received one. They have not even offered to refund me any portion of my money or offer me another rental property for another date to make up for their faulty business practices. I still want all my money refunded to me especially since I have even tried calling Vacassa's phone number listed after 10PM which is after their offices are closed. I did this a couple weeks ago just to see if someone would actually answer. Of course no one did and no one responded to my voicemail until business hours the next day. Therefore no one would have been available that night that we vacated the property and so the right decision was made on my part. Also the place should have been checked out before any visitors arrived and ready to go which it was not. After dealing with this company it is not hard to see why they have a failing rating with the BBB. ***** Final Business Response /* (4000, 13, 2014/02/28) */ We would like use this opportunity to reiterate three key facts of this case: First, the guest chose to voluntarily vacate the home without notifying us and allowing us an opportunity to respond/remedy the situation. Emergency services were not contacted either. Second, the home is fully licensed by the City of Newport, OR and is not in violation of any city codes. It is a suitable vacation rental and was at the time of the guests stay. Third, we have demonstrated that there was no intrusion into the home. We would like to point out that our emergency phone line is fully operational and our records do not indicate any missed calls in the time period since this incident occurred. It is true that our offices are closed between 10 pm and 7 am, PST. If you do call our phone line after business hours you are prompted to leave a voice message or follow steps (dialing 9) to be connected to an emergency contact. This service allows our valued guests to reach us after hours when serious emergency situations may arise. If you chose to leave a voice message your call will be returned once business hours resume in the morning. In terms of communication, we have always corresponded in a professional and courteous manner with the guest. In response, however, we were not treated in the same fashion, which certainly can be attributed to some frustration on behalf of the guest. Finally, we can assure all of our guests that homes are checked prior to guest arrival. As previously mentioned we had guests stay at this home shortly prior to and shortly after the reservation in discussion occurred. That ensures that the home was inspected and cleaned by our staff. No incidents were recorded during both of those reservations. At this point we must remain firm with our position and cannot offer this guest a refund.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had a slip and fall injury incident on March 8, 2013 at one of their vacation rental properties in Government Camp that resulted in a fractured ankle and sprained foot. My insurance company has requested the property owner's information and Vacasa Rentals will not communicate with me or respond to emails. I attempted to contact the office manager via phone and have been hung up on multiple times.

Desired Settlement: At this time, I would like to collect for my medical bills and time lost from work, about $2400. If the rental company and property owner's do not cover my bills, I will seek a lawsuit for my bills as well as my pain and suffering.

Business Response: Initial Business Response /* (1000, 5, 2013/08/08) */ I have been working on this issue with ***** and I will continue to work with her. We have largely been communicating via email and if someone hung up on her, I am sure it was not intentional as any calls to our general line are answered the same way by our customer service agents. It is not a simple issue unfortunately as the owner does not believe he is liable as the fractured ankle occurred during a snowy day on Mt Hood and the conditions were slick as a result. We do understand Ms. ********'s frustrations but we just received the medical bill totals in mid July so the owner is deciding whether it would be better to settle this matter in court or through his insurance company. We hope to reach an amicable resolution prior to any court proceedings. Final Consumer Response /* (3000, 7, 2013/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response as it states the owner does not believe he is liable. I fell on his property that had inadequate maintenance to provide clear access to the house as well as the rise and tread of be entrance steps are not to code. Each snow carved step was different in height and width and it was because of that I landed wrong and fell on the short rise step. I anticipated similar rise as the rest but where I fell the rise was shorter than the rest. A business property or rental house needs to have access that is up to code to prevent these types of situations. If those steps were up to code I would be accepting liabity. Because they were variable I believe the property owner is responsible.

3/10/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We were unable due to weather to use our 3 night stay and we were willing to take another time at their discretion and they were totally inflexible. So we are out $600 and will receive nothing.

Desired Settlement: A 3 night stay at a Vacasa rental at the Oregon Coast in Newport.

Business Response: Initial Business Response /* (1000, 5, 2014/02/19) */ Please allow us to clarify the situation at hand: We understand that the guest was unable to travel to their vacation destination and rental home due to poor weather conditions. The weather was indeed rough during the time this guest had a reservation with us. Cold temperatures and snow were moving through the area, however we certainly cannot take any responsibility for that. We hope the guest understands that we were dealing with external forces that were out of our control. We at Vacasa understand that emergencies happen and life can have some unexpected surprises at times. That is why we offer a feature called Trip Protection to all of our guests when they rent a home from us. At time of booking we offer all of our guests the option to purchase Trip Protection for a small fee, which protects our guests from unexpected illness and hospitalization, death in the family, travel interruptions, and road closures due to bad weather conditions. This allows them to receive a full refund or a re-booking option for their canceled trip when such emergencies come up. Unfortunately, the guest made a choice to decline Trip Protection for their reservation and therefore we were unable to process a refund for the canceled reservation. Furthermore, our cancellation policy is explained in detail at time of booking that states that reservations are non-refundable within 30 days of check-in, unless Trip Protection is purchased. We do understand that the weather impacted many of our valued guests who did not purchase Trip Protection. While we were under no obligation to do so, we offered to process partial refunds to guests who were unable to use their scheduled reservation with us. A refund of $125 was processed for this guest. We believe that this action was done in good faith on our part.

3/6/2014 Problems with Product/Service | Read Complaint Details
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Complaint: There were significant issues that were unacceptable about the Douglas Fir cabin in Rhododendron, OR. Outlets were being taped back onto the wall, holes punched through doors, and dirt collecting in the cabin (even though there are high cleaning fees paid). Here are some photos I took, which I have posted to my photobucket account. ***************************************************

Desired Settlement: Some kind of return of a portion of the funds I paid, as this was not how the cabin was portrayed online during the rental process. It was misrepresented.

Business Response: Initial Business Response /* (1000, 5, 2014/03/03) */ Please allow us to address the concerns that have been brought forth in this guest complaint: We are very sorry that the home did not meet the guests expectations. This cabin certainly is an older building and has a rustic mountain cabin feeling. The pricing is reflective of this and we feel that the rates are appropriately set. However, we have high standards and many of the items the guest has mentioned are indeed unacceptable. We are currently reviewing the home with the owners and have taken it off of our roster for the time being. We must make note of the fact that, while many of the claims of this guest are valid, we received the guests comments after their stay was completed. This is important to note because it did not allow us an opportunity to help our guests and remedy the situation. We would have been happy to make things right and move the guests to a different home. We did thank the guest for their post stay feedback because guest reviews are an important tool that allow us to improve our services and homes. Consequently, we can offer a better product to our future guests. We do not deny that there where some issues at this home. Cleanliness was not up to par and we agree that some of the other issues including the the doors and electrical outlets were substandard and should have been fixed prior to the guests arrival. We are willing to take responsibility for those items. We also did take the feedback very seriously, as indicated by the current status of the home. Our ultimate goal at Vacasa is to make sure that our valued guests are able to have a relaxing and enjoyable vacation. This is our number one priority. When problems do occur we want to fix them quickly. Unfortunately, we were unable to do so in this case because we were not informed of any problems until after the stay was completed. At the same time we failed to make some critical improvements to the home for our guests. It is important to note that we did offer a discount for a future stay in response to this guests complaint. We would like to resolve this issue amicably with the guest at this time. We certainly could have offered a better service while the guest should have taken action during their stay. Therefore, we would like to offer a refund of $200, which represents 50% of the reservation costs. Final Consumer Response /* (2000, 7, 2014/03/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is completely fair in my opinion. This was all I was wanting, and I am satisfied. I appreciate Vacasa reaching resolution with me, and I await my partial refund.

3/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I reserved a vacation house for 1/18/14 to 1/21/14 for the sum of $1010.67. The house advertisement stated that the house slept 8 comfortably. I coordinated with 7 of my adult friends to rent the house with me. Upon checking in I was very disappointed the 2 of the beds available were actually in very small storage areas off of closets. An adult could not stand in the rooms or even roll over in the bed because the ceiling was so low. The doors to these rooms were only 3' tall so you had to crawl in and out of the room, they had no windows for ventilation and were very stuffy. I doubt they would be safe on an event of a fire considering they had no secondary escape route. The two extra adults ended up sleeping on the living room floor and couch which was pretty uncomfortable and made it awkward to other guests wanting to stay up late or get up early. This house was falsely advertised as sleeping 8 comfortable. It only slept 6. Online pictures made the room appear larger than they really were. They keep calling these areas rooms when infact they are storage spaces off of closets NOT rooms! I contacted Vacasa who offered only a very small discount toward our next stay after much back and forth e-mailing. They continue to assert that these rooms are acceptable for adults, just not tall adults - I am 5'9" which I think of as average. This resolution is not acceptable.

Desired Settlement: Originally I requested a refund for 2/8ths of the original rental price $252.66. This seemed fair considering 6 people were comfprtable. However, after how I was treated by Vacasa and the continued time I am expending I would like half of the rental cost refunded $505.34

Business Response: Initial Business Response /* (1000, 6, 2014/02/12) */ First of all we would like to apologize to the guest that the home did not meet their expectations in regards to the bedroom arrangements. We try very hard to match our homes with guest expectations as best as we can. We also feel that our pictures and detailed descriptions of our homes are illustrated very clearly and accurately. Overall, we do not believe that we misrepresent the home to the public. The rooms that the guest is describing are indeed adjacent to the main bedroom as stated on our website: "Each of the upstairs bedrooms also have a smaller room within the room with a twin bed. These rooms are perfect for kids who like to have their own space!" Furthermore, we strongly believe that the photos on our website clearly illustrate the set-up and size of the rooms in question. In no shape or form are we trying to mislead our guests. (Please see: https://vacasarentals.com/unit.php?UnitID=***) Admittedly, a taller person might have some difficulties with this room setup. And while we are very sorry that these room arrangements did not work out perfectly for our guests we also do believe that the consumer has a responsibility to read and look at the pictures of our advertisement/listing on our website in order to inform themselves properly. Finally, we at Vacasa take guest satisfaction very seriously. We are always happy to assist our guests if they encounter any problems during their stay. In this case, we were not aware that the guest was not satisfied with the bedroom arrangement until after their stay was completed. Had we known about the issue we would have been happy to relocate the guests to a home that better fit their needs. The point here is that reporting complaints retroactively does not allow us an opportunity to address important issues and help our valued guests. While we feel that we are not at fault in misrepresenting this home to the public we decided, as a sign of good faith on our part, to offer the guest a discount for a future stay with us.

2/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Aug 28, 2013 I booked a vacation rental through www.****.com. I put down $1580 to hold my reservation. The remaining $1540 was due Dec 10. On Dec 10, I called to make the payment and **** had no record of my booking or receipt of my deposit. They put me in contact with Vacasa Rentals, the property managers. Not only did they not have record of my booking, they also booked the home with another family. I sent them my confirmation emails and bank statement showing the money withdrawn from my account. They still refuse to honor my booking. Also, they are claiming they don't have my deposit. They are saying that they took over for a previous management company, my money and reservation were

Desired Settlement: I would like to pay the remainder of my bill and have my reservation honored since I have confirmation emails proving when I booked the property. I planned for 20 people to stay in that home and now being mid December, I am unable to find another home in Mt Hood's Government Camp for my dates January 9-13.

Business Response: Initial Business Response /* (1000, 9, 2014/01/30) */ The situation at hand is based on a series of unfortunate events that were out of our control. Please allow us to explain. In August 2013 we took over as the management company for the home in question: The ***** **** ****** Previous management had listed the home through ******** and ***** Booking and payment for this reservation was all performed by the previous manager and ********* When the transfer of management was passed over to Vacasa we were never notified of this reservation arrangement, nor was any payment processed or transferred to us. We were first notified of this mishap when the guest tried to reach out to us after she was unable to connect with the original manager. The staff at ******** correctly directed her to Vacasa, as we were now listed as the management company of this property. Due to the fact that we were not aware of this reservation we had booked the home already. Again, failure to communicate by previous management and ******** is the cause of this situation. We truly understand that this was an unfortunate situation for all involved. Although we were not at fault we tried to work with the guest in order to find alternate accommodations. Unfortunately, we were unable to do so because most of our homes did not fit the needs of the guest or had already booked up during that time frame. We also offered to contact and facilitate a refund from previous management and ******** by starting a dialogue between both parties so that they could resolve the issue at hand. Vacasa cannot claim any fault in this matter because we simply did not know about the previous arrangement that was made. To our best knowledge this matter has been resolved. In our last communication with the guest we were notified that ******** had refunded the amount in full.

12/18/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I reserved for my wife, daughter, son-in-law, and myself a condo unit (At ******** **** ***** through Vacasa located at *** ** **** ****** in Rockaway Beach, OR 97136 from 10/18/2013 to 10/20/2013 at a rate of $195.00 per night. When my wife and I checked in the late afternoon of 10/18 we noticed that the latch on the door to the deck was missing and that one of the front windows was taped shut with masking tape. We called the local Vacasa contact number (XXX-XXX-XXXX)and reported these issues and within two hours a very responsive repairman arrived. To repair the door to the deck, he removed the latch from the taped window and successfully installed it in the door to the deck. He then informed us that the taped window had a loose hinge and recommended that we keep the window closed for the weekend. However, the real problems began about two hours later after my wife and I took our showers. When my daughter and son-in-law tried to take their showers about two hours after my wife and I took our showers, they said that that there was no hot water. They had to take lukewarm showers. When we all went to bed after midnight there was no hot water in either the kitchen or the bathrooms. The next morning my daughter and son-in-law tried to take hot showers, but the water was still lukewarm. When my wife and I took our showers on 10/18 the water was hot, but as it turned out that was the last hot water any of us experienced for the rest of the weekend. We found a a guest journal in the condo unit that had 9 separate entries beginning on 1/1/13 and continuing through 10/14/13 indicating problems with having insufficient hot water in the condo. Vacasa sent check in instructions that included this verbiage: "The thermostats need to be set at least between 68 and 70 degrees upon leaving. The hot water heater will run out of hot water if the thermostat is set too high during your stay as this unit is heated by radiant heat running through the floor from the hot water heater." When I called Vacasa on Sunday evening after we arrived back in Portland, I advised them about this issue and said that we had ensured the thermostat did not go above 70 degrees. Note also that I did not call the local contact number about the hot water issue since I figured there was a serious problem that would not be easily solved by a handyman. My assessment was based on the journal entries as well as the fact that the hot water heater never recovered its heat after the showers on 10/18. When I contacted Vacasa I was told that there was no problem with the hot water heater and earlier this week their manager on the coast claimed that she was able to get hot water in both the kitchen and bathrooms. However, she did not indicate how long and how many times she ran the water. When I talked to a local Portland Manager named ******* two days ago she apologized, but said there was nothing she could do. She claimed that we had probably run our showers too long, but that doesn't hold up when the water was still not hot by Sunday AM. I brought the journal entries to her attention, and she was apparently not aware of those. However, she did contradict herself when she stated that they had been working with the property owner to improve the performance of the hot water system and this statement by her supported the comments in the guest journal. She said all she could give us was a 5% discount on any future rental, and I told her that was unacceptable for the stress and irritation caused by this semi-functional condo unit. I told her in all of our 30+ years in staying at the coast, we have never had this kind of issue. I believe this unit should not have been rented since it was in a state of disrepair (i.e. missing door latch and taped window) with a minimally functional hot water heater that had a 10 month history of problems. I believe Vacasa misrepresented this property and should refund part of our rent.

Desired Settlement: I requested a refund of one night's rent or $195.00 for the inconvenience and stress caused by their poorly maintained unit. I was offerred a 5% discount as noted above.

Business Response: Initial Business Response /* (1000, 5, 2013/11/01) */ We are terribly sorry to hear of this guest's unsatisfactory experience with the hot water at this condo unit. It is true that the water heater functions for both the radiant floor heating system and the water for showers and sinks. We provide guests with very clear instructions on how to make this system work for them and the vast majority of our guests do not experience problems. In fact, during the same date range this guest mentions, over 150 nights were booked in this unit without any documented complaint regarding the hot water. Additionally, our management staff visited this unit directly after this guest checked out and experienced no trouble producing hot water in any of the faucets. That said, we do understand that the system is unique and can be difficult for some to adjust to, and in those circumstances we are always more than happy to assist a guest in how to operate the system for maximum hot water efficiency. Unfortunately in this case we were not made aware that this guest was experiencing trouble with the hot water until after their stay, limiting our ability to help troubleshoot. Our stance is that if we are not afforded the opportunity to resolve the issue, we should not be expected to monetarily compensate for the issue after the fact. We offered this guest a 5% discount off of their next stay as a good faith effort to show that we do take concerns seriously. Regarding the matter of the widow and door handle; the guest did make us aware of this issue, and as he mentioned, we were able to remedy the concern promptly. We still compensated a free extended stay at the condo even though we were able to quickly address the issue. Vacasa's stance is that the value of the extended stay and the 5% discount is a fair offer in comparison to the inconveniences cited by the guest. Final Consumer Response /* (4200, 15, 2013/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I continue to be disappointed in your responses to my reasonable request for financial consideration to ameliorate the fact that in my opinion this condo unit was not ready to be rented. I am troubled by your continued evasion to provide 100% customer satisfaction in the best tradition of a *********-style firm whose commitment is to total quality for its customers. You well know that this unit had a documented history of problems with the hot water system as I have previously pointed out to you and you have also stated that you have been working with the owner on the problem, yet you continue to state that if only I had called about the hot water on Saturday then all would have been fine. I seriously doubt your maintenance man would have been able to solve that issue based on the comments of earlier guests in the condo guest log. We made the decision to spend the day on the sunny beach instead of waiting around for the maintenance man to show up again so we didn't call. We should not have had to call about the other issues on Friday night if this unit had been properly maintained and when the hot water issue became obvious on Saturday my patience with this unit had run out. I stand by my original request for the refund of one night's rent. Final Business Response /* (4000, 13, 2013/12/05) */ We are willing to meet a compromise on this refund request as stated in our prior response but do not feel that the concern justifies an entire night's stay refund. Again, we were not afforded an opportunity to resolve the issue for the guest, which we would have happily and promptly done.

10/9/2013 Problems with Product/Service
10/3/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On June 28, 2013, I responded to an advertisement that Vacasa Rentals placed on the website of ************* Contained within the advertisement (of which a copy can be provided) is a notation that the fee for the property contains a $200 refundable cleaning deposit for the property rented. Reservation number XXXXX was confirmed on June 28, 2013 and full payment was made on that day for $1055.59. The property was rented starting on July 3, 2013 and I checked out on July 7, 2013. On July 26, 2013 my wife contacted Vacasa Rentals since we had not yet received a credit to our credit card account for the $200 refundable cleaning deposit. We were told that no such refund would be forthcoming and were presented with an after-the-fact breakdown of the expenses (which can also be provided). This breakdown showed no such deposit and instead noted that a $115 cleaning fee, rather than a $200 cleaning deposit was included in our previously made payment.

Desired Settlement: I am seeking a reimbursement of the $200 refundable cleaning deposit as noted in the Vacasa Rentals advertisement and that we paid in advance in good faith.

Business Response: Initial Business Response /* (1000, 5, 2013/08/14) */ We are terribly sorry for the confusion with the booking and advertising of our Red Relaxer home. This property had only recently come under our management, and the advertising initially seen on Homeaway reflected the owner's policy prior to listing with us. The $200 deposit referred to a security deposit, rather than a cleaning deposit. Under the old owner's policy, this security deposit would have been in addition to a standard cleaning fee. The owner chose to take this extra money to protect against damages, but Vacasa management chooses to forego security deposits entirely in order to not tie up our valuable customers cash. This renter booked during the transition of policies, which regretfully was not made as clear as it could have been. To be clear, these guests never paid that $200 security deposit. They did pay a standard cleaning fee, but even in the old advertisement, the standard cleaning fee is clearly non-refundable, as it is a separate fee from the security deposit, which covers damages. Please also note that this ad has long since been removed. When making the reservation, the rent and the total cost including fees and taxes are provided. This amount did not include a refundable security deposit, therefore there is no deposit to refund. Vacasa should not have to refund something that was never collected to begin with. Again, we are terribly sorry for the miscommunication regarding the refundable deposit. If we had taken it, we would gladly refund it. Final Consumer Response /* (4200, 15, 2013/09/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vacasa has retained the $200 deposit the the consumer paid in good faith and not returned any money to the consumer as of this date. Vacasa has now admitted that the advertisement was for their property, but still contends that the amount of the rental paid by the customer did not include the $200 deposit. This is not the case. Unfortunately, it does not seem that Vacasa is willing to honor their online advertisement that was used by the consumer to contact them and rent the property. Final Business Response /* (4000, 17, 2013/10/01) */ We have clearly reached a stalemate on this matter. I cannot be more clear: Vacasa does not take security deposits. We did not take an extra $200 from this guest. We cannot return what we did not take. We do take cleaning fees, which are used to pay our cleaning staff and to supply our guests with amenities like paper products, soaps, detergents, etc. This is not a refundable fee and is not advertised as such.

9/3/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: On June 26th 2013 we contacted Vacasa Vacation Rentals about booking a stay for the week of the 4th of July. We were offered a last minute discounted rate of $75 per night plus a $200 cleaning fee for a nice property located in McCall ID referred to as "Almost Heaven" located at **** ******** View Road, ******* ID XXXXX. Details of this property are available at *********************************************************** We confirmed the details of the rental over the phone with us checking in on July 3rd 2013 and checking out on July 7th 2013. We paid $587.97 and received a receipt for our purchase along with check-in information and a reservation number. Later that day we received a phone call from Vacasa management indicating that the rate had been misquoted and the actual rate would be $300 per night. They requested we pay the full amount of $1400 plus taxes and fees or cancel our reservation. They said they needed us to pay the full rate because this was the first time this property was being offered and the property owners would be upset if they did not get their full rate payment. We asked them to honor the original rate we had been quoted and for which they had already received payment. They indicated we they would contact us the next day to see if that would be possible. The next day they called us and indicated they would be canceling our reservation if we did not pay the increased amount because the property owners were not happy with the rate Vacasa offered us. This is a fraudulent sales practice similar to a bait and switch scam. In this case the cost of the rental increased by 400% after the original sales transaction. Vacasa made no attempt to honor their original sales agreement nor did they offer an equivalent rate on an alternative equivalent property. They simply raised the rate after the sales transaction and asked us to pay the difference.

Desired Settlement: I am seeking that Vacasa either honor their original sales agreement or due to the timing nature required for a vacation rental offer an equivalent rate on an alternative equivalent property.

Business Response: Initial Business Response /* (1000, 5, 2013/07/10) */ Hi *****, I apologize for the way this was handled by the local management staff, the rate should have been honored since it was advertised and you had paid in full. I would be happy to offer you 25% off the rent on any future stays or a flat $100 credit on any future stays. I realize that does not give you those nights back but I do hope we can work with you to offer you a good deal on a home in the future. The pricing was set incorrectly but I realize that is not something you would have been able to identify or responsible for as a consumer. You may always reach me directly at (XXX) XXX-XXXX or *****@vacasarentals.com in the future if you have an issue. Once again I apologize for the error, the Local Property Manager in that area has not been with us for very long but he should have escalated the issue to the appropriate channel. Sincerely, ***** ******* General Manager Vacasa Final Consumer Response /* (3000, 7, 2013/07/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. *******, I appreciate your attempt to rectify this situation. However, as you said, "...the rate should have been honored since it was advertised and (we) had paid in full". That is what I am requesting. The rate we recieved and booked represented a 75% discount off your normal rate for four nights at that property. This is far from the 25% discount you have offered. We do not feel that your offer of a 25% discount is equitable to the original sales agreement. We are requesting that you honor the original sales agreement by offering a discount of 75% for us to use on a future 4 night Vacasa property rental. Final Business Response /* (1000, 16, 2013/08/20) */ We would like to re-open this case in hopes of finding a suitable compromise. Apologies for the delay, it seems we missed a communication that the guest had submitted a response and we were meant to counter. We would like to offer a compromise of a $450 credit toward a stay at a Vacasa home. My hope is that this gesture shows that we do take guest concerns seriously; we made a mistake but in no way uphold fraudulent practices in our business. The mistake has since been corrected and we are terribly sorry to have inconvenienced this guest.

7/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I rented a house in Homewood, Lake Tahoe for July 3, 2013-July 7, 2013. I received a call from Vacasa on June 22, 2013 informing me that I could not rent the house anymore. I had rented this house three months prior, given the full $1950 deposit for the house, and had ten people coming from out of town to stay at this house. The only alternative they gave me was to stay in a house at Squaw Valley or Northstar. Both of the properties were miles away from my previous home, not close to Lake Tahoe, and not comparable to the home I rented. After many phone calls with ***** and *****, I decided I would find a house on my own separate of Vacassa. ********,one of the head supervisors, would not call me back, only would respond to me by email. Everyone I dealt with was unprofessional and not willing to admit that the situation they put me in was unacceptable. They would not agree to give me money for the interest they owed me on the money from my downpayment. I also took off five hours of work to find a new house last minute and was hoping to be reimbursed for this time.

Desired Settlement: I want more money than just my deposit back. I gave $1950 for Vacasa and they kept that money for months and I did not earn any interest on this money. As I said above, I also took half a day off from work trying to find a new house because the ones they offered were not acceptable comparisons to the house I originally rented. I want monetary compensation for these five hours.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/10) */ Contact Name and Title: ***** *******, GM Contact Phone: XXX-XXX-XXXX Contact Email: *****@vacasarentals.com Hi *********, We sincerely apologize for the inconvenience that the issue with this home caused. Unfortunately, the cancellation of the reservation was due to actions of the owner of the home that were beyond our control and we notified you as soon as we knew that the home would not be available for your stay. While we did not hold your funds in an interest bearing account, we will certainly pay you interest at 5% APR from the time we received your deposit on March 8, 2013 to the time we refunded your deposit on June 25,2013. As this was a total of 109 days, the amount of the interest is $29.06 so I have mailed you a check for that amount. Please allow up to 5 business days to receive this check. I am sorry you took off work to search for a new house but unfortunately the time of day that you decided to search was beyond our control so I am unable to issue a payment for lost time at work. We did terminate the agreement with the owner due to their actions so I agree with you that it is "unacceptable" but we do not own the house unfortunately so we could not force the owner to honor the reservation. Even if we did have the ability to force the owner to honor the reservation, we would not feel comfortable having guests at a home where we did not have the ability to verify the safety or quality of the home prior to the guest stay. I am sorry you believe the staff was unprofessional, I have never received such a complaint regarding these staff members before. It is undoubtedly a difficult situation and we understand that it is upsetting to a guest. Fortunately it does not come up often but we do try to handle things the best way possible when something does come up. Thank you again and I am sorry this reservation did not work out. I hope you enjoyed the other house that you booked and had a nice holiday. Sincerely, ***** ******* General Manager Vacasa Consumer's Final Response /* (2000, 7, 2013/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I, *********, recently purchased a stay at Vacasa Rentals at Cannon Beach, OR as an anniversary gift to my parents. I paid $270 dollars for a two night stay. Upon arrival, my parents were appalled at the unclean and unsanitary conditions of the cabin. The following is an itemized list of complaints: 1. Upon arrival, my stepfather's allergies immediately reacted to the amount of dust in the cottage. 2. The carpets/area rugs were visibly dirty with debris. 3. Looking behind the couch, there were Goldfish crackers, crumbs, toys, and visible dirt. 4. A paper towel wiped along the counter came up yellow with dust. 5. There were no drapes on the windows. 6. Several light bulbs were burnt out or missing completely. 7. When my mother attempted to cover the windows with some towels, the towels were stained and in disrepair. 8. The glass fireplace cover was crooked and falling out of the wall. 9. The shower had not been cleaned, there was a VISIBLE LARGE CLUMP of HAIR. 10. In addition, my parents were so uncomfortable at the property that they had to purchase THEIR OWN towels, plates, and utensils because they were too uncomfortable to even sleep in the bed. They purchased beach towels to cover the couch and they SLEPT ON THE COUCH. Shortly after their arrival and assessment of the property, they called the main office seeking to rectify the situation. They were told that someone would be sent to clean in the morning. So, they had to spend one night (out of two nights, HALF of their vacation) in unsanitary conditions. My parents took pictures and sent me copies so that I could seek compensation from the company. I spoke to three people representing Vacasa Rentals. The first was kind and helpful, acknowledging that she was unable to help me in the way that I needed, so she promptly passed my complaint to the Reservations Manager (*******). However, she unintentionally stated that Vacasa's internal notes reflect the Property Manager's opinion that the filth had been caused by my parents. I presented them with pictures showing that their allegations were false however they dismissed them and brushed my complaints off as a "He said, She said" battle. The Property Manager (*******) reported that they have paperwork that contradicts what my family and I are saying. So although she did not say it directly, she implied that my family and I were dishonest about our experience. How completely unprofessional and inappropriate for someone working in the customer service field. In regard to the manner in which the property manager spoke to me, I used to work in a restaurant where I handled many customer complaints. I understand how hard it is to speak respectfully and kindly to irate customers. Having that understanding, I made sure that I spoke calmly and addressed my complaints in a polite yet firm manner. The Property manager slowed her voice and spoke to me in a tone that one would use with a child. It was extremely condescending and inappropriate. My major complaint is that the company billed me for a two night stay, one night of which was not adequately provided. I acknowledge that we were not purchasing luxury or state-of-the-art amenities, however, there is a reasonable extent to which a property can be cleaned so that it is safe and sanitary for guests to stay in. I initially wanted a full refund, but since the company corrected the complaints for the second night, I am willing to pay for that second night of stay. However, I am UNWILLING to pay for that first night of service non-provided. The customer service representatives I spoke to were unhelpful and unaccommodating. The company's opinion of "appropriate compensation" was a refund of the $50 cleaning fee that shouldn't have been charged in the first place if my guests were not going to be arriving to a clean cabin. The Property Manager I spoke to made it very clear that they think it is fully appropriate to charge a full night's stay despite not having taken the time to ensure their guest's happiness and safety. Thank you for your time. To whom it may concern, I want you to be aware that I have pictures available to back up my claims that I am willing to forward them via email.

Desired Settlement: One half of the total amount of a two night stay including fees and taxes. The total amount charged to my card was $270 dollars. I am seeking a refund for half that amount to compensate for one night's stay that was not adequately provided.

Business Response: Business' Initial Response /* (1000, 8, 2013/07/04) */ *********, I sincerely apologize for the level of service provided during your rental of one of our homes. We do our best to ensure each home is in excellent condition prior to the arrival of our guests and we succeed in nearly every case. I regret that your rental was not prepared to your satisfaction. I have issued refunds to match your desired resolution. Please allow up to 5 business days to be reflected on your statement. Please feel free to contact us if you have any further questions or concerns. Consumer's Final Response /* (2000, 15, 2013/07/11) */ As of 7/8/13, Vacasa Rentals has credited my card account with $85, which in addition to the prior $50 refund, totals $135. I am satisfied with this result. I recommend a decreased grade rating for this business due to the extended amount of time they took in resolving the matter and due to their poor customer service. Thank you to the BBB and the responsible BBB Agent who assisted in correcting Vacasa's errors.

6/26/2013 Problems with Product/Service | Read Complaint Details
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Complaint: In my meeting with Vacasa Rentals regarding managing my vacation rental property in Bend, OR, I was told that they advertised in **** & ******** websites as well as a couple of other websites. Vacasa would pay all costs of advertising and would actually pay for a higher tier of advertising in **** than I was advertising at that time. Since I had just renewed my subscription, they would reimburse me my fees as of the date of signing the management contract. They contacted both **** & ******** and transferred my accounts into their company. They are neither advertising my property in these two sites nor have they reimbursed me for my costs. This is for over two months and the subscriptions cost me over $1000. I just keep getting the run around everytime I ask about what si being done.

Desired Settlement: I would like to be reimbursed for my accounts. I would like to see my property being advertised as promised.

Business Response: Business' Initial Response /* (1000, 9, 2013/06/24) */ Contact Name and Title: ***** ******* Contact Phone: XXX-XXX-XXXX Contact Email: *****@vacasarentals.com Hi ******, I apologize that the reimbursement was not submitted to you in a timely manner. We have submitted the payment for the reimbursement of the **** ad and the advertisements are live. Unfortunately, **** (which is owned by ********* is taking longer than usual to process transfers and we have to wait until the transfer is complete prior to submitting a reimbursement. In the future, should you have any questions or concerns, please feel free to contact me directly at (XXX) XXX-XXXX or at *****@vacasarentals.com. Thanks, ***** ******* General Manager Consumer's Final Response /* (2000, 11, 2013/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) I have received the reimbursement that I was promised and my property is also being advertised as promised.

5/27/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Vacasa stated one price for lodging and added additional fee of which I have contested with them

Desired Settlement: refund of $95.00 for added "fees"

Business Response: Business' Initial Response /* (1000, 5, 2013/04/14) */ ***** ******** reserved one of our vacation homes using our website. While setting up the reservation, the website displays availability and nightly rates on the calendar. This information is limited in order to aid the guest in making a selection. The cleaning fee is a flat fee applied to all reservations and is stated in a later stage. The rent, fees, and tax are all displayed at checkout and the guest must confirm these charges before the reservation may be processed. The cost of the reservation does not change after confirmation and no additional fees are ever added to a reservation without the guest's knowledge. Following a successful reservation charge, a confirmation email is sent to guests with our policies and the total charges of the reservation. The total stated in this email is the same total that he was quoted at the time of checkout. Unfortunately, this complaint had been filed with the BBB before Vacasa had been allowed a chance to explain the breakdown of charges to the guest following the completion of his reservation. We always hope our guest experiences are excellent, both in our rental homes and when interacting with our staff. It is my belief that there was a simple misunderstanding of the process. Correspondence shortly after the complaint was filed but prior to Vacasa's notification indicate that a resolution had been reached. Consumer's Final Response /* (3000, 7, 2013/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Vacasa stated they would refund a portion of the disputed additional fees. A reservation is complete following an agreed stated price. Vacasa added the disputed fee after my reservation was complete. I have no issue over the agreed price of the rental property. I am asking for total satisfaction of $95.00 "additional fees /costs" in this matter, not a portion of the fees/costs.. The issue is not resolved. Business' Final Response /* (4000, 12, 2013/05/13) */ Vacasa has refunded the additional $10.10 by mail (for a total of $95.95) to fully reimburse ***** ******** for the fees charged plus associated taxes. We apologize for any miscommunication.

5/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Vacasa Rentals offered me in writting the following guarantee: "AN IMRPESSIVE GUARANTEE: If your home is currently managed by a different vacation rrental management company, we guarantee that you will earn at least $ 5000 more during the first year with Vacasa. If you are currently manage your home by the owner, we guarantee that you will earn at least as much with Vacasa managing your home, oven after our management fee. If your home from Vacasa falls short of our guarantee, we will refund the difference, up to the full amount of our management fee".

Desired Settlement: I want them to honor their written offering to me, not like the revisedd contract now reads. The Net rental proceeds shall be defined as Rental Proceeds less Management fees and other fess for services or items that are covered by Vacasa's Management fee. To be elegible for this guarantee, Owner shall provide Vacasa with documentation of Net Rental Proceeds for Prior Period within 30 days of executing this agreemant and Net Rental Proceeds are lower during the Guarantee Period as compared to the Prior Period, Vacasa will refund the difference, up to the full amount of the management fee received by Vacasa. I have already forwarded the requested form 1099 from my previous manager to Vacasa to establish 2012 rental income with them. This appears to be a bait and switch practice. The NET rental income has nothing to do with their original guarantee. Net rental income is not applicable as very year has different expenses, like repairs, capital improvements, utilities, etc. These expenses have nothing to do with Vacasa's poductions of rentals and iprovides no basis for the mto base their revised guarantee on.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/30) */ Our guarantee is to offer $5,000 more than the net amount earned with another property manager- that is, $5,000 more in the homeowner's pocket after property management fees are withdrawn. This homeowner believed incorrectly that the net rate also included utilities, upgrades, etc and wished the $5,000 guarantee to be on the gross amount. I asked for 24 hours to look into making an exception in her case, which we reviewed and allowed. We did notify her of the mutually accepted resolution within 24 hours. Consumer's Final Response /* (2000, 7, 2013/05/02) */ From: ***** ************* (mailto:*****@comcast.net) Sent: Thursday, April 25, XXXX X:XX PM To: Better Business Bureau Subject: (SPAM) Re: BBB Complaint Case#22388081(Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) Importance: Low Dear BBB staff, It looks like that the company will honor their original offering to me. This would resolve this case. Thank you kindly! Regards, ***** ************* XXXX XXth Ave NW Seattle, WA XXXXX-USA www.artisthilde.com

4/9/2013 Billing/Collection Issues