Departments
Answer's incoming calls, texts, and emails and can assist guests in making, canceling, or modifying reservations for all markets.
Who is Guest Services/Customer Experience?
Does not require assistance from IDV team
Who is Incomplete IDV
Reservations must be at least 45 days away and $2,000 USD when booking online
Who is Split Payments or 50/50
CEO of Vacasa
Who is Matt Roberts
Ticket status used in situations of burst pipes, flooding, damage to units or safety guests
Who is Urgent
Assists guests on booking platforms separate from Vacasa's direct website with questions/concerns and making, canceling, or modifying reservations
Who is Third Party
Needing to gather additional information including physical address, first and last name, and DOB
Who is Hard and Soft Fail
12% of rent and all fees
Who is the Booking Fee
Location of Vacasa's home office
Who is Portland, OR
Three platforms that do not require Vacasa to collect a pet fee
Who is Booking.com/Marriott/Airbnb
Works closely with local teams to assist guests when a unit cannot host them
Who is Relocations/Relo
A guest cannot pass or complete IDV and we cannot host them
Who is Cancel with Full Refund
Added at time of booking as an alternative payment method for bookings of $500 USD or more
Who is Affirm
Director of Guest Experience
Who is Marcel Aigret
May only add Red Sky Insurance to bookings of 29 nights are longer when booked with this department
Who is LTR
Assists in setting rental rates and owner portal including questions and concerns regarding rates, calenders, min. night stays, statements, and account related programs
Who is Owner Support
Email we send potential scams and fraudulent activity to
Who is fraud-response@vacasa.com
Must be added 48-72 hours prior to arrival and added to reservation through Manage Guest Charges, a ticket must be made to the local team
Who is Pool Heat
Number of US States and Canada, Mexico, Belize and Costa Rica Vacasa operates
Who is 34
Stopped being offered as part of our cancellation policy on 9/7/2021
Who is FSC
Works for brand awareness and representation across social media and online platforms. The Team Leads handle BBB communications
Who is Reputation Management
Booking platform that does not provide guest's phone numbers and there will be a block on the reservation until CX updates the phone number
Who is Agoda
Fee not included in Vacasa receipt when a unit is reserved on this specific booking platform
Who is VRBO/HA Service Fee
Year Vacasa was founded
Who is 2009
Available for an additional fee of 30% of last nights rent and recently updated for 2pm
Who is LCO