- Report: #1381435
Complaint Review: Vacasa -
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Vacasa
USA
Web:
Www.vacasa.com
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Vacasa Vrbo/vacasa Refused to issue vacation rental refund when entire area and roads to access the rental was closed due to forest fires Brianhead Utah
RE: Vacasa is refusing to offer refunds for vacation rentals in Brianhead (cannot access due to forest fire) Myself, my fiance, and her daughter were excited to book a vacation rental to spend the Fourth of July 2017 weekend in Brianhead Utah. The property is called "The Lone Star" and is booked through a company called Vacasa. Our rental we booked is located at 312 S Highway 143 in Brianhead. It is tragic what is happening with the fire and the destruction that is resulting from it. Our hearts go out to those affected by it as we have family and friends who own condos near the Brianhead ski resort.
The area remains evacuated and cannot be accessed. As a result, I contacted Vacasa to request a refund. I can assure you we would much rather enjoy a great fourth of july at Brianhead but unfortunately it is closed due to an ongoing fire in the area. Vacasa is refusing to refund the $551.34 we paid to stay from Sunday through Wednesday next week. They are stating that we would have had to request a refund at least 30 days prior to our reservation date. They offered to move our vacation to "any date up to September"... which is not a fair offer and simply not a scheduling option for us.
We can't reschedule the holiday of fourth of july and we have already scheduled vacation time with our employers for the week of the fourth of July. What I find comical is that the Vacasa website advertises "customer service you can trust." Well I can tell you that we no longer trust Vacasa or any vacation rental company for that matter. I think it is a shame that Vacasa is choosing to do business this way and can assure you we would never rent a vacation home from this company again. I hope that someone at Vacasa reaches out to us so we can simply get a refund, but my gut tells me that isn't going to happen.
6/26 10:30am << Contacted "Theo" (Vacasa) to request a refund and Theo said that was not an option and we should have purchased "trip protection". 6/26 12:11pm << Contacted "Rachel" (Vacasa) to request to speak to a manager who handles reservations. She asked what it was regarding. I explained. She re-iterated what Theo had already told me and said that a manager was not available and could call me back. 6/26 12:39pm << Tried to contact "Rachel" again and no answer / straight to voicemail. Best Regards,
