Evolve

Hi Tony, We’re sorry to hear about your experience. Your feedback is extremely important to us, and we attempted to locate your account to review the concerns highlighted in your review more closely. Unfortunately, the username associated with the review didn’t match any information in our system. We also requested additional details but didn’t receive a response. If you’re still open to discussing this further, please call our team at 877-818-1014 or send us a private message through any of our social media channels for assistance.

A getaway feels much easier when questions are settled before departure and the home is exactly what you expected upon arrival. We’re pleased our team provided prompt, thorough answers and that your stay went smoothly from there. Having a local Guest Contact available can add peace of mind, and it’s even better that you didn’t need their help. We hope to host you again!

Hi SES, There’s something especially welcoming about arriving at a spotless property and finding the kitchen and bathroom already stocked with the essentials. It sounds like the owner put real care into the details and was quick to help whenever a question came up, making it easy to settle in and enjoy your time away. Thank you for highlighting what made your stay so comfortable!

Thank you for sharing your experience! We’re glad the reservation process was easy, the reminders and local tips were helpful, and the home was exactly as described. It’s wonderful to hear you had a comfortable and enjoyable stay!

Hi S, Thank you for partnering with Evolve over the years. It’s especially exciting that the Furnished Finder partnership aligns with your plans to transition a property from long-term to mid-term rentals. We’re glad our responsive support and broad listing exposure continue to bring value to your business!

Thank you for sharing your experience! We’re delighted you enjoyed the home’s spacious layout, cleanliness, well-stocked kitchen, and thoughtful touches. It’s also wonderful to hear that the owner was responsive and the nearby bus route made exploring San Antonio convenient. We hope to host you again!

Thank you for your wonderful review! We’re glad the home comfortably accommodated your group and that you enjoyed the peaceful location. We hope to host you again!

Hello Isaiah, We’re sorry for the frustrating experience you had while seeking assistance. Being redirected between contacts and spending an extended amount of time on hold is not the level of service we aim to provide. Throughout our conversations, our team explained the reservation’s cancellation policy multiple times and advised that we would contact you if the property or surrounding area became directly impacted. At the time of review, the fire was approximately 30–35 miles northwest of the property; the home remains available, and the area is currently not subject to an evacuation order or applicable local restriction. Our escalation process included reviewing the property’s location and monitoring local ordinances and evacuation guidance. Because these circumstances did not qualify under the Flexible Cancellation Policy, the booking did not qualify for a full refund and remained subject to its original cancellation terms. We recognize that you were dissatisfied with this decision and requested further escalation. While you requested updates within a certain time frame, our team did not commit to those timelines. We understand the fire affected your travel plans and activities, even though the property itself was not directly impacted. We also appreciate your feedback regarding the communication and coordination you experienced, and we will share it with the appropriate teams. - The Evolve Team

Hello David, We’re sorry for the disruption this cancellation caused, especially with your extended family traveling and staying in two nearby homes. We understand how difficult it can be to secure comparable accommodations on short notice. We located your September 11–14 reservation and confirmed that the host reported necessary property maintenance that prevented the home from accommodating your stay. Because the reservation was booked through Airbnb, the cancellation and refund were processed according to Airbnb’s policies. You can learn more about its Host Cancellation Policy here: https://www.airbnb.com/help/article/990 We’d also like to clarify that Evolve did not retain the $200 host cancellation fee. While host penalties may apply when a reservation is canceled, they are handled according to the applicable policies and do not replace the significant inconvenience experienced by the guest. We recognize that receiving a refund and an apology did not resolve the impact this cancellation had on your family’s plans, and we’re sorry we could not provide the outcome you hoped for. - The Evolve Team

Hi Nick, We’re sorry to hear that you felt unsupported during the cancellation and appeals process. We understand that you acknowledged the calendar oversight and hoped the circumstances would allow for greater flexibility. Cancellation fees may apply when an owner is unable to honor a confirmed reservation. While fees charged by distribution partners such as Airbnb and Vrbo are determined by those platforms, fees associated with Evolve direct bookings help support the process of relocating affected guests. When a cancellation results from extenuating or unforeseen circumstances, our team may be able to request that the fees be waived. However, the handling team requires appropriate documentation or supporting evidence to advocate for an exception. Although you have since ended your partnership with Evolve, your feedback will be used to help us improve how we communicate with and support owners through situations like this.

Hi Rian, This is not reflective of the standard we hold ourselves to at Evolve, and we sincerely apologize for the circumstances surrounding your canceled reservation. We understand that unexpected property issues can arise, but receiving notice only two hours before check-in and being left without accommodations made an already difficult situation even more stressful. Our team should have provided stronger support with the relocation process, including sharing available alternatives and helping you understand your options. Your feedback has been shared internally to help us improve how we communicate with guests and respond to last-minute cancellations moving forward. Although your original travel dates have passed, we’re still available if you have any remaining questions or concerns. Please feel free to contact us at 877-818-1014 or send us a direct message through any of our social media channels.