Evolve

Hello Nicholas, Thank you for sharing your experience. We are truly sorry for the frustration, stress, and disruption this has caused to you and your guests, especially after planning and paying for a four-month stay well in advance. We understand how upsetting it must have been to arrive expecting to check in, only to learn that the property was unavailable and then have to secure last-minute accommodations while determining your next steps. This is not the experience we want any guest to have. After reviewing the situation, we found that there was a miscommunication regarding the removal of the property owner from our platform, which ultimately impacted your reservation. Situations like this are extremely uncommon and not representative of the experience we strive to provide. Unfortunately, in this case, that miscommunication affected your stay. While this does not lessen the frustration, inconvenience, and uncertainty you experienced, we want to acknowledge that we fell short of the standard our guests should expect from us. To address the matter, a full refund of your reservation totaling $13,416.37 is being refunded to the card on file. In addition, we provided compensation totaling $3,363.51, which included a 20% goodwill allowance of $2,298.87, as well as reimbursement for the five hotel receipts you submitted totaling $1,064.64. The 20% allowance represents the maximum compensation available under our guest support policies. We recognize that no amount of compensation can fully make up for the uncertainty and inconvenience of having to change plans on short notice, particularly for an extended stay. We appreciate the opportunity to review your concerns and work toward a resolution, and we sincerely regret that your experience did not reflect the level of service we aim to provide. - The Evolve Team

Hi Susan, A cabin weekend in a beautiful area is hard to beat, and we’re so happy to hear this one made for a nice getaway! Thank you for flagging the trash removal process. That’s definitely something guests should be aware of before arrival, and we’ll share your feedback with the appropriate team for review. We appreciate you staying with us and hope to host you again for an even better experience.

Wow, thank you for such a fantastic review! A "10 out of 10" is about the highest compliment we could ask for. Thank you for choosing Evolve, and we hope to welcome you back for another unforgettable stay soon.

Hi Lorra, Being your preferred company when vacationing is certainly a huge compliment. Thank you for staying with us across multiple properties and for trusting Evolve to deliver a smooth experience each time!

The best reviews are the ones that end with “we’ll be back.” So glad you loved the cabin and had a fantastic trip! Thank you for staying with us!

Wow, what a compliment! We're honored to be part of your best HSV golf trip in 11 years. Thank you for choosing Evolve, and we hope to welcome you back for many more golf getaways.

Hi Tami, Thank you for taking the time to share your experience. We’re glad to hear you enjoyed the home’s layout, comfortable furnishings, spacious rooms, and quiet neighborhood. We also appreciate you calling out the maintenance items and recommendations regarding the vents, window screens, hangers, and nightstands. Your feedback has been shared with the appropriate teams, including the homeowner, for review. Thank you again for staying with us. We hope to have the opportunity to host you again and provide an even better experience.

Hi Senada, Thank you for taking the time to leave us a review! We're glad to hear you enjoyed the clean accommodations and convenient location near the springs. We appreciate you choosing Evolve and hope to host you again in the future!

We love seeing reviews like this, Debbie! A smooth booking experience and no overbooking issues are exactly what we aim for. Thank you for taking the time to share your feedback.

Hi Phil, We’re truly sorry for the inconvenience caused by your cancelled reservation, especially knowing how much this impacted the travel plans for you and your family. This is not the experience we want any guest to have, and it does not reflect the standard we hold ourselves to at Evolve. While cancellations are uncommon, they can happen due to unforeseen circumstances. We understand that does not lessen the disruption, and we sincerely apologize for the stress this caused. Our team sent a few alternative options that were similar to your original booking preferences in an effort to help with relocation. We’re glad Airbnb was also able to step in and provide additional support. Your feedback has been shared internally so we can continue improving how we support guests when unexpected issues arise. If you have any questions or if there’s anything else we can help with, please call us at 877-818-1014 or send us a message through any of our social media channels.

Music to our ears, Michelle! We’re thrilled you had an amazing stay, enjoyed the host, and found the house stocked with everything you needed. Sounds like the perfect recipe for a great trip! Thank you for staying with us, and we hope to welcome you back for your future travels.

Hi Debra, We’re so happy to hear you had a great experience from booking through your stay. Thank you for the kind feedback, and we’d love to welcome you back again!

Hi Sharon, Thank you for taking the time to leave us a review! We're so glad to hear the check-in process was easy, the home was clean, and the location worked well for everything you had planned. We appreciate you choosing Evolve and hope to host you again in the future!

Hi Skler, Providing a positive and seamless experience for every guest is at the heart of what we do at Evolve, and we’re truly sorry to hear that this was not reflected during your stay. Your feedback has been shared with the appropriate teams to help identify opportunities for improvement and enhance the guest experience moving forward. We attempted to investigate the concerns mentioned in your review, but due to the limited information available, we were unable to fully review them. We also requested additional information to support our investigation, but did not receive a response. If you’re open to discussing your experience further, please contact us directly at 877-818-1014 or through any of our social media channels. Our team will be ready to assist when you reach out.

Hi Hope, Thank you for the review! We’re glad the home provided a quiet and comfortable space for your team to plan ahead, while still being close enough to enjoy the area beaches. We appreciate the recommendation and hope to host you again for your next travel.

Hi RT, Thank you for taking the time to share your feedback. One of Evolve’s core standards is ensuring properties are represented as accurately and transparently as possible throughout the booking experience. After reviewing your concerns internally, we understand there were questions surrounding amenities and parking. While parking is listed as an amenity, the listing also specifies that there is no driveway access and that parking is limited to free street parking on a first-come, first-served basis. We’d also like to provide some clarification regarding guest communication. Our approach of connecting guests directly with owners or local guest contacts is intended to help ensure property-specific questions or in-residence concerns can be addressed as quickly as possible by those most familiar with the home. In many cases, this allows for faster resolutions and a smoother guest experience overall. That said, we always want guests to feel comfortable and informed when booking with us. Since your check-in date is still several weeks away, if you feel the property may no longer be the right fit for your needs, you’re welcome to cancel without penalty. We’d also be happy to help explore alternative options that may better align with your preferences. Please feel free to contact us at 877-818-1014 or through any of our social media channels if you’d like additional assistance.

Hi Johnny, We appreciate you for taking the time to share your experience as an Evolve owner. Your experience falls short of the expectation we hold ourselves accountable to, and we apologize for this. Rest assured, we've documented your feedback internally, and passed them along to the relevant teams to identify improvement opportunities to enhance how we're supporting our owners moving forward. We attempted to investigate your concerns internally, but were unable to due to the limited information from your review. We'd appreciate the opportunity to further look into your experience to determine what went wrong, and how we can provide assistance. If this is something you're open to, please reach out to us directly either via telephone at 877-818-1014, or any of our social media channels. Thank you again for your review, and we look forward to hearing from you soon.

Hi Shawn, Thank you for taking the time to leave us a review. Your feedback is extremely important to us and has been shared internally to help guide how we serve our guests moving forward. We sincerely apologize for the frustration and confusion surrounding the payment attempts related to your canceled reservation. After reviewing the account, we confirmed that while multiple payment attempts were initiated, we were unable to successfully capture those charges in the beginning. This was also confirmed during your conversation with one of our agents while reviewing the information from your financial institution. One payment was successfully processed on May 19th; however, once the booking was canceled due to multiple payment errors and unsuccessful attempts with the bank, that payment was refunded accordingly. Due to the large number of attempts with different cards and the account being flagged and awaiting verification, this delayed certain processes in our system. Regarding the additional charges you may still be seeing, these appear to be temporary authorization holds resulting from the payment attempts. In most cases, pending or unsuccessful authorizations are automatically released by the bank within a few business days, depending on the policies of the financial institution. It's confirmed that those charges have been cancelled within our system and that one charge is being refunded to you. We also sincerely apologize if any interaction with our support team came across as dismissive or unprofessional, as that is not the experience we aim to provide our guests. Your concerns have been documented and shared internally for review. That said, we understand this experience was frustrating and we appreciate you sharing your concerns. If you choose to seek legal assistance, you are certainly within your rights to do so. If there is anything else we can assist with, please don't hesitate to contact us by phone at 877-818-1014 or through any of our social media channels.

Hi Nathaniel, The feeling is absolutely mutual. We truly enjoy being your management partner and are committed to making the booking process as effortless as possible for you. Thank you for trusting us with your property!

Beautiful views from sunrise to sunset, a spotless home, comfortable beds, and a fully stocked kitchen? That's the kind of stay we love to hear about! Thank you for the wonderful review and we can't wait to welcome you back again soon!