Complaints
This profile includes complaints for Vacasa's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,782 total complaints in the last 3 years.
- 449 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/16/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I rented a 2 bedroom condo in ************* for my family and myself to stay in but my grandfather, who was supposed to come on the trip with us fell terminally ill. He was diagnosed with metastatic colon cancer the week we were supposed to go. We asked if it would be possible to receive a full refund and they refused
Business Response
Date: 05/18/2025
Thank you for taking the time to share your situation with us. We sincerely hope your grandfathers health improves, and everything gets better soon. After reviewing your reservation, we found that the home you originally booked has already been rebooked for the same dates. We understand your circumstances and have processed a full refund for you. Our third-party team has already been notified, and they are working on completing the refund. If you have any further questions or need additional assistance, please dont hesitate to reach out.Customer Answer
Date: 05/18/2025
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,
******* ****Initial Complaint
Date:05/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We rented a 2 bedroom condo in destin last week. There were dirty dishes in the sink. The 2nd bedroom with a floor to ceiling windows had no drapes and there was mold in the bathtub. The dryer was not working and you had to set it 3 times for 90 minutes to dry a few towels.Business Response
Date: 05/15/2025
Thank you for taking the time to share this information with us. We apologize for any inconvenience you experienced. Our records indicate that compensation was provided. We asked *********** to refund the booking fee amount of $84.17. This refund was processed by *********** on 05/01/2025. We also noticed, upon our review, that we reached out to you to send our maintenance and housekeeping staff to rectify the issues, but you declined entry. A full refund of the stay is not warranted in this case, and the compensation provided will be the only compensation given.Customer Answer
Date: 05/15/2025
Complaint: 23316777
I am rejecting this response because:the apartment should have never been rented in the condition it was in. I did deny entry because I was on vacation and was not going to sacrifice any time waiting on your maintenance people to do something that should have been done prior to renting the property. I accept the compensation. I want the public to know how awful vacasa is and will never recommend or rent from you again.
Sincerely,
**** *****Initial Complaint
Date:05/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vaasa is sending to me unsolicited mail through ****. I do not want to receive any **** mail from *****.Business Response
Date: 05/10/2025
Good Afternoon,
We have removed you from the mailing list. Please let us know if you continue to get mail after this. Thank you for your time.
Customer Answer
Date: 05/10/2025
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,
****** *******Initial Complaint
Date:05/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I booked a property through Vacasa and checked in to find the unit was not clean or guest-ready, despite their advertised hospitality-grade cleanliness guaranteed policy. I followed Vacasas stated protocol and reported the cleanliness issues within 24 hours of check-in, including photos as evidence. The company acknowledged the report but took no timely or meaningful action to resolve the issue.Vacasa later claimed that because I did not allow maintenance or housekeeping to enter during my stay, I forfeited any resolution. However, their own policy only requires issues to be reported within 24 hours it says nothing about being obligated to allow entry or repairs to qualify for a refund or alternative resolution. I was not comfortable having staff enter while I was staying there, which is a reasonable boundary, especially when the condition should have been acceptable upon ********** wasnt until I mentioned pursuing a chargeback through my bank that Vacasa escalated the issue. This delay and reactive behavior suggest the company was hoping the issue would be dropped if ignored long ********* addition, at a second Vacasa property, I was told I could not check in early even though the unit was clearly clean and unoccupied because the system had not generated an early check-in. There was no effort made to accommodate a simple request, despite the property being ready.I am requesting a full refund for the original booking due to Vacasas failure to deliver the promised standard of service and failure to resolve the issue in good faith. I am also requesting that Vacasa revise its policies to reflect what is actually expected of guests, and to stop using automated replies or dismissive responses in place of customer service.Business Response
Date: 05/04/2025
Thank you for taking the time to share your experience with us. We are sorry for any inconvenience you may have endured during your stay. We appreciate you took the time to report the issues in a timely manner, however, since you refused anyone coming into the home during your stay, we were not given the opportunity to resolve any issues. It is also in our rental contract that you agree to give Vacasa a reasonable amount of time to respond to your report and to cooperate with Vacasas efforts to address the concern or provide a remedy. You have actually been refunded a total of $225.50 when it should have only been $112.75. Nothing more will be refunded to you for the issues with the cleaning.
In regard to the early check-in with another property, the home may be clean and unoccupied, but that does not always mean it is ready. There could be preventive maintenance or housekeeping that needs to be done prior to your arrival. This is determined by the local team and then if this is all completed you will be allowed early check-in.
Again, thank you for sharing your concerns with u, and feel free to let us know if you have any further questions or concerns.Customer Answer
Date: 05/04/2025
Complaint: 23281967
I am rejecting this response because:I do see the refund was processed for the hot tub cleaning fee because of YOUR lack of cleaning.
I waited over a week for a response. That is not a reasonable amount of time.
You ONLY responded and issued the refund for the cleaning fee AFTER I threatened to file a chargeback with my bank. Because you KNOW youd lose the money plus some in fees.
Your company is **** with rude employees. Had you not taken over a week to respond I would never have taken it this far.
Sincerely,
**** *******Initial Complaint
Date:05/02/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Complaint Against Vacasa (and Property Owner) Failure to ************************* Date of transaction: 4/17/2025 Date of stay: 4/18/2025 (4PM) -4/20/2025(10AM)Amount paid: $1,192.76 Advertised on: www. *********************************************************** I booked a property managed by Vacasa primarily for the hot tub advertised in the main photo, which faced a beautiful view. This was the main reason we chose this listing. Upon arrival, the hot tub had not been cleaned. I contacted Vacasa immediately, but there was no urgency. It was not cleaned until the following day, and we were told we couldnt use it until the evening due to heat-up time. By 10 p.m. it still wasnt usable, and with a 10 a.m. checkout the next day, we never got to enjoy the feature we paid for.We paid $1,192.76 for this booking, including a $250 cleaning fee, yet the home had:A dirty hot tub Dirty dishes in cabinets A broken dishwasher A stove that didnt match temperature settings (was reported in 2021 by another guest)Loose floor planks that slid under a locked door that caused falls (one teen hit their head)Stained carpets that smelled of pet urine in master and stairs Black flies in bathroom and bedrooms downstairs Blinds that didnt close in the kids room, facing an open maintenance area with no privacy When I contacted customer service, they were dismissive and took zero accountability. Until resolved, I will continue to share this experience on public platforms to help inform future guests.Business Response
Date: 05/04/2025
Thank you for taking the time to share your experience with us. We do apologize for any inconvenience you may have endured. Per the rental contract, you agree to contact Vacasa, using the contact information provided in your confirmation email, as soon as you notice any maintenance or housekeeping problem, or any potentially hazardous condition, at the Property, or if any incident occurs at the Property that is related to such a problem or condition. You further agree to give Vacasa a reasonable amount of time to respond to your report and to cooperate with Vacasas efforts to address the concerns or provide a remedy.
We have refunded you for the loss of the hot tub due to it not being clean and available during your stay. As the other issues were not reported to us until after your stay, we are not able to issue any refunds for this, as Vacasa was not given the opportunity to verify or correct those issues during your stay.
Upon the report, however, our local team did go to the home and inspect the reported issues. It was found that the stove and dishwasher, as well as the blinds, were all in good working order. it was also determined that the flies found in the home were due to the doors being left open. There were also no safety issues found in the home, such as the loose floor planks you reported.
Please feel free to contact us directly if you have any further questions or concerns.Customer Answer
Date: 05/05/2025
Complaint: 23279303
I am rejecting this response because:I want to be clear that the refund request is solely due to the hot tub, which was completely unusable during our stay. The hot tub was the only reason this particular home was booked over others. If the listing had not advertised a working hot tub, we would have selected a different property entirely.
We reported the issue with the hot tub upon check-in, in accordance with your rental agreement, yet the amenity remained unavailable throughout the duration of our stay. A 10% refund is simply not acceptable given that the one advertised feature we specifically booked for was not delivered.
To clarify, I did not request a full refundI requested a 75% refund, which I believe is fair considering the circumstances. That amount also takes into account the cleaning fee, which I recognize still needed to be covered. Additionally, this property was booked the day before our arrival, which likely means it would have gone unbooked that weekend if not for our reservation.As a Resident Manager myself, if I rent out a clubhouse to a tenant and later learn that the air conditioning wasnt working during their event, I wouldnt offer a token 10% refund just because the event went on. I understand that people plan in advance and often cant find alternatives on short notice. More importantly, I recognize that if something I promised isn't delivered, it's my responsibility to make it right. Thats not just good businessits basic customer service and integrity.
The other issues mentioned in our report were shared for your awareness and to help improve the experience for future guests.
We hope to reach a fair and reasonable resolution, but we are prepared to escalate this matter further if necessary.
Sincerely,
Nawel BenidirBusiness Response
Date: 05/10/2025
Good Afternoon,
Vacasa would like to offer you a refund of your cleaning fee and hot tub fee in addition to what was already issued. We are sincerely sorry for the issues experienced during your stay and believe this is a fair offer. We look forward to hearing from you.
Customer Answer
Date: 05/17/2025
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,
Nawel BenidirInitial Complaint
Date:05/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Subject: Complaint Regarding Vacasa ****** Rentals Vacasa Team,I'm writing to express my disappointment with the housekeeping services I've received during my 2.5-year tenure as a customer. Despite previous complaints about subpar cleaning, the issues persisted, and I ultimately discontinued my rental agreement due in part to these ongoing problems.Specifically, I've consistently been dissatisfied with the cleanliness of my rental property. The incident Im referring to here occurred on February 4, 2024, when I reported damage to my couches and bathroom door. Although the bathroom door issue was resolved, the damage to my couches remains ************* appears the damage to my couches was caused by one of the renters' dogs, given the scratches and excessive dog hair found on blankets. My inspection that took place on the week of February 1st, 2024, revealed the following issues:These issues were documented and submitted to ******** **************** **** on 2/4/2024:Bathroom door damage (scratched and front panel ripped off) - Resolved Unresolved damage to my couches (scratches and dog hair) - Outstanding Lighting issues (three bulbs were out) - Resolved Messy linen closets with unfolded sheets, towels, and blankets I cleaned Dirty forks, paper-plates found on floor under furniture I cleaned Greasy stove and oven with dirty Pyrex dishes inside I cleaned ***** cabinet and TV with hand prints all over I cleaned Unvacuumed bedrooms I cleaned Dirty and damaged items left behind (slippers, clothes, etc.) I disposed of items ROKU device tampered with and cable issues I resolvedBusiness Response
Date: 05/04/2025
Thank you for taking the time to share the details of the issues youve encountered. We sincerely apologize for the inconvenience and truly appreciate your patience. I will be reviewing your concerns in detail with our local managers. Once we have completed our review, we will follow up with you promptly with an update. In the meantime, if you have any further questions or additional information to provide, please dont hesitate to reach out.Customer Answer
Date: 05/05/2025
Complaint: 23275827
I am rejecting this response because: Not sure what the response was from Vacasa, please explain. I've attached my complaint against the company.
Sincerely,
**** CammarelloBusiness Response
Date: 05/07/2025
Good Afternoon,
Per our local team: With regard to the damage reported on February 4, 2024, we wish to clarify that the bathroom door repair was completed. The maintenance ticket was issued to our contractor, who addressed the issue and subsequently closed the ticket. Unfortunately, due to an administrative oversight, the ticket was not reassigned or followed up on with the owner, which resulted in the matter not being fully resolved or communicated. We sincerely apologize for this lapse and are taking steps to improve our internal processes to prevent such occurrences in the future.Regarding the damage to the loveseat, we have issued a credit of $1,000 to the owner specifically for its replacement. The loveseat was the only sofa that was damaged by a guest. The larger sofa was wear and tear. the sofa is made of faux leather and it will peel over time. I asked the owner for proof of purchase to verify the age and she was not able to provide proof or give me the age of the items. After comparing sofas $1000 was appropriate amount.Concerning the housekeeping issues, while we acknowledge the concerns raised, we addressed the short comings with housekeeping and credited the owner for a cleaning. Please let us know if we can assist you with anything further.
Customer Answer
Date: 05/07/2025
Complaint: 23275827
I am rejecting this response because:
Sincerely,
**** CammarelloInitial Complaint
Date:04/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Went to book a reservation online on 04/20/25 with Vacasa at Potomac Escape - Unit C. I was able to book a property and received a confirmation email with check in information at 9:19PM EST as confirmed by senior specialist ***** at Vacasa, however, I was prompted to submit a verification process in which I was asked to provide a front and back copy of my drivers license along with submitting a real time photo of myself. There was an issue with the verification in which I chatted with Vacasa starting on 04/20 at 9:20pm EST. The representative told me that they were unable to verify my identify and that we cant host you at 9:26PM EST. I assumed that after receiving written confirmation that I was unable to be hosted, that my booking would be automatically cancelled. To my dismay, the reservation was not cancelled. I found out today 04/29 that I was charged for the stay even though I was not stay at the property. Due to issues with the verification process, I had my boyfriend use his account to book a different property via Vacasa (****** ******** at ******************************************) in which there is video footage showing us at the property for the week of 04/20 to 04/27 and we even booked an additional week from 04/27 to 05/03. I spoke to Vacasa today to escalate and inquire about a refund. I spoke with representative ***** and senior specialist ***** in which they informed me that Vacasa cannot give a refund because it was confirmed that someone was at the property. I asked if this could be a mistake for another unit as my booking was for unit c to which they stated there was no mistake. The representatives at Vacasa stated that they had documentation that the residence was in use. I asked what documentation was provided, they told me they cannot give me that information. I honestly feel like Im being scammed. A refund should absolutely be warranted since I was not at this property.Someone is obviously lying about being at the property.Business Response
Date: 04/30/2025
Good Afternoon,
The senior leadership for the local team is currently reviewing this. The other home noted in your complaint is not a Vacasa property but a *********** home that we do not manage. We will update you as soon as we have a response to your refund request. Thank you for your patience.
Initial Complaint
Date:04/29/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
1 week before our trip that we reserved months ahead, Vacasa said that they sold the condo unit on floor one and they only had a condo available on the very top floor which is the eighth floor. We could not find other dog friendly condo in the same price range. It wouldve been $1000 or more to go somewhere else. We told them we would try that unit. That top floor unit created obstacles being able to get our dog outside. The property claims to be dog friendly, which now I know, only means dogs are allowed to stay there. There are no grassy areas and there are no sidewalks to walk your dog. We had to go to other properties to find walkable grass. Another tenant in an elevator told us that her dog was in upset, and that the property did not have dog friendly accommodations as other beach condos do. Our dog was in distress. She was not eating, and her behavior had changed. The condo flooring is absolutely filthy turning our feet, socks, shoes, and our dogs paws black. The cleaning supplies in the closet are dirty. My husband had to fix one of the bathroom sinks to get it to drain. There are rusted areas in the bathrooms and the shower is in need of updating. The first night there I contacted Vacasa to let them know how this situation was affecting my medical health and my dog. I asked to leave and get a refund. I chatted online, called and texted. They told me I couldnt get a refund so I asked for the managers contact information but they would only give me the customer service information. When we checked out of the condo 4 days early, I emailed them about everything and asked for them to please refund us for three unused nights. I received an email that we would receive the refund once the local office confirmed we checked out early. Vacasa has since decided to retract that offer and claim that I did not contact them. This has been very upsetting and we need some help. $1110 total paid. We just want the three nights refunded for $667.Business Response
Date: 04/30/2025
Good Afternoon.
We appreciate you sharing these details with us. We apologize for any inconvenience you experienced. We have reached out to our local team for further information and to see if they are willing to provide compensation. We appreciate your patience while we wait for their response.
Customer Answer
Date: 05/01/2025
Complaint: 23265926
I am rejecting this response because: they have only noted to the BBB that they would contact a local Vacasa location for a response. I haven't heard from anyone except junk automated emails and texts from Vacasa. This is causing so much anxiety and stress. Please refund my unused three nights from our ruined vacation. I was told by Vacasa in writing 4 days ago that we would be refunded and I submitted that email to the BBB. We are owed $667.00.
Sincerely,
******** *****Business Response
Date: 05/07/2025
Good Afternoon ********,
We are sorry for the wait on this resolution. After looking over the screenshots shared we have issued a refund of your unused nights. That refund was issued today via your credit card on file and can take 3-5 business days to reflect on your banking statement. We thank you for your patience and for allowing us to work on this for you. We hope you allow up the opportunity to host you again in the future.
Thank you
Customer Answer
Date: 05/08/2025
Complaint: 23265926
Why are you not refunding the full $667? This is not a full refund for our 3 unused nights. If you are not refunding due to Vacasa cleaning fees, those should all be refunded but we are dividing fees per day on our refund request
Sincerely,
******** *****Business Response
Date: 05/13/2025
Hello, thank you for contacting us and providing this information. I reviewed your reservation, and we have refunded an additional $144. Total refund would be $667.12, which includes the one for $523.12 that we issued on 5/7. Please allow 3-5 business days for this to reflect on your banking statement. If you have any questions, please do not hesitate to contact us!Customer Answer
Date: 05/13/2025
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.Initial Complaint
Date:04/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I left my Ipad and Airpods at Vacasa rental at *************** on March 21st. When I called them on March 22nd, they said they have found my item and would mail it out. However, it has been more than a month, and I still have not received my items. They claimed that they have mailed it out, but they do not have a receipt or a tracking code and the local manager refuses to contact me.Business Response
Date: 05/04/2025
Hello, thank you for taking the time to share your concerns with us. Ive attempted to locate your reservation in order to review the details, but I was unable to do so with the information provided. Could you please confirm the confirmation number, or alternatively, provide the name and phone number associated with the reservation? Once I have that information, Ill be happy to assist you further.Initial Complaint
Date:04/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company VACASA and *********** are scamers. They used my cc information to book some kind of reservation on a different state for over $4500. There's no information at *********** about this reservation and VACASA keep saying they have nothing to do with this matter. No one is being responsible for this fraud. I'm glad I'm secured through amex. Stay away from these companies. FraudBusiness Response
Date: 04/30/2025
Good Afternoon,
Thank you for reaching out. I understand your concern, however matters related to credit card fraud are handled directly by your credit card company. They have the proper tools and processed in place to assist you with issues like fraud. As we see you have already contacted them you are doing the best and correct steps to resolve this. Vacasa is a property management company we accept bookings for our homes, upkeep homes, and handle guest relations. We are sorry that someone was able to book a stay with your information, however the number listed in this complaint is what is registered on that "fraudulent" reservation. We are happy to provide you with the *********** confirmation for this stay or help in any other way. However can not issue a full refund for a stay that appeared at time of booking to be a legitimate reservation. Let us know if we can assist with any other questions or concerns.
Customer Answer
Date: 04/30/2025
Complaint: 23264904
I am rejecting this response because:Doing some research, looks like the process for authentication from VACASA requires documentation to confirm this so called reservation and of course I wasn't involved in this fraud. Also, please provide the *********** information for further dispute with them.
I did put a claim with my card as fraud but just wanted to have clarification of this matter due to my safety and personal information privacy that was shared with you and booking.
Sincerely,
***** *********Business Response
Date: 05/01/2025
You claim that you did not book this reservation. If that is the case, then you will need to continue with the process of reporting this to your bank or credit card company. The *********** reservation number is **********, and Vacasas confirmation number is ASH0ZXT9. We checked the notes on the reservation and see that a virtual check-in was completed on 04/17/2025. During this virtual check-in, we ask for identification from the reservation holder. This would have been provided to continue with the reservation check-in. Also, since this reservation has already passed and you indicated that you were filing a dispute, we are not able to process any refunds. If you feel that your information was compromised, then I would recommend changing all passwords on all of your accounts to prevent further issues.Customer Answer
Date: 05/01/2025
Complaint: 23264904
I am rejecting this response because:I need proof of the "virtual check in" and the documentation that was provided.
I can't believe that there is no actual check in to validate this informstion that supposed to match all documents used to make this reservation.
i guess you do a virtual check in through facetime, teams, zoom or any other virtual platforms to validate identity?
if not, how can you validate this is the actual person booking?
All this process sound so sketchy that proofs that you need to improve yoir check in/reservation process.
The reason why the dispute was open after this so call "reservation" was completed/in process is because i received my statement with this outrageous charge from your end.
i will follow up with *********** as well with the information provided and see who's the one that needs to improve the client validation process and guarantee that is a legitimate transaction, not just selling services to anyone no matter if they use fake, wrong or someone else's information.
we will follow up this matter until is properly resolved.
Sincerely,
***** *********
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