Review Time
Customer service is absent. Had a safety issue with a rental property and followed their stated procedures to contact asap which I did, yet no one returned my phone calls or my text messages. four days later the company contact me using AI services that went in a circel conversation asking me over and over again what my safety concern is, and they never offered any resolution or compromise of any kind. DO NOT USE THEM.
Evolve was our 5th and final location for a 3 week 2026 winter hiking trip with my husband, our 2 dogs along with my brother and sister-in-law. We are from Michigan and booked 5 stops in 5 different states, 1st stop was Ohio with no issues, great stay. Unfortunately, a severe weather situation across the nation was expected to start during our 2nd stop in Kentucky. The host agreed that it would be dangerous to stay, so our trip was cut a day short due to heavy snow predictions. We had to leave a day early and got a one day refund which we didn't even request. Our 3rd stop was scheduled for Alabama which was canceled at the request of property manager due to ice predictions. This left us with the disappointing decision to make the 8 hour journey home because we were not only worried about travel conditions but didn't know where it would be safe to travel too if we altered our trip. Our 4th stop in Illinois completely understood the situation and gave us a full refund. The evolve rental cabin was supposed to be our the 5th and final stop so we were hoping they would understand this difficult predicament we were in and would consider giving us a full refund rather than just 50% since we were requesting cancelation by Jan 23rd for a Feb 1 stay. They refused stating that the weather may not be an issue by then. If we didnt cancel by Jan 25 we would get 0% back so we didnt want to risk that eiter. I will never rent from Evolve in the future and we rent several times a year. We will also share this experience with friends and family, we are very disappointed with your customer service! VRBO was also quite disappointed with Evolve and gave us key cash to help and not lose us as a customer.
The issue was for our stay at East End River in Madison, Indiana
Jennifer D.
We truly appreciate our partnership of over two years. Since we began, the experience has been nothing short of excellent: from the onboarding process and rate setting to the comprehensive online management tools, timely payments, and outstanding customer support whenever challenges arise. We are extremely satisfied with our fruitful and effective relationship.
We had to cancel a guest reservation because of a heater issue at our vacation rental. As requested by the company, we submitted complete documentation for the cancellation. However, the company subsequently withheld around $1,300 from a later guest payout without any notification, explanation, or justification. This lack of communication and one-sided decision was both frustrating and unacceptable.
My family and I enjoyed a fantastic stay for Thanksgiving! The communication prior to our visit was excellent. We valued the cleanliness of the pet-friendly home. Personally, I appreciated the well-equipped kitchen. The location is just 20 minutes from my son's apartment in Gainesville. Thank you! I highly recommend this place and will definitely book it again!
My experience with the service was very disappointing. From the start, the partnership led to more issues than solutions, requiring me to invest significantly more time, energy, and effort than I would have managing my properties independently. Guest Communication:
Even though I wasn't listed as the owner or co-host on any platform, guests were frequently instructed to reach out to me directly by phone and email. This approach is outdated and ineffective, resulting in me handling far more guest communications than anticipated. Access Codes:
The access management options provided necessitated manual input from me for every single booking. Other platforms I use offer fully automated smart codes, making their setup feel outdated and adding unnecessary tasks to my workload. Rate Management:
While the service claims to actively manage pricing, I noticed no real adjustments in practice. I had to continuously monitor and modify rates myself because their pricing strategy didn’t align with market demand. Photography:
The photographer assigned delivered subpar results, prompting me to hire another photographer at my own cost to obtain usable images for the listing. The entire process was slow and poorly organized as well. Listing Support:
They published my listing before uploading essential documents, causing delays and necessitating additional follow-up from me. This is precisely the kind of issue I expected them to manage professionally. Most importantly — Listing Ownership:
The major concern was that despite my substantial efforts, the service refused to transfer my existing listing to my own account. Although host transfers are permitted, their internal policy prevents it. Consequently, I lost all my previous 5-star reviews and now have to start a new listing from scratch. This was incredibly frustrating and completely undermines the value of my previous work. Overall, the experience was inefficient, outdated, and misaligned with their claims. Based on my experience, I cannot recommend the service and have decided to take full management into my own hands moving forward.
After an initial positive response from David, the customer service rapidly went down hill. Evolve took over 3 weeks to review our concerns with a property, and although we provided photo evidence and checked out 3 days early from our property, they have us a $30 refund for the inconvenience! The booking cost near $1200 and the place was absolutely filthy dirty! Disgusting service!
Years ago, I had numerous headaches dealing with all the various vacation home listing sites. It was very time-consuming and frustrating. Try speaking to an actual human for help! Then I discovered Evolve, and all my problems disappeared. Seriously! They take care of everything for me! All the listing updates, bookings, guest contact, payments etc. etc... They even have insurance as part of the rental program, which was incredible for us when a guest broke a sliding door. The Evolve team responds quickly and thoroughly to every request I make. I couldn't be happier with Evolve and would highly recommend them to any rental property owner! They are a 10 out of 10 for me and my family!Thanks Evolve!
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Evolve is a hospitality company with a mission to make renting a vacation home easy for both owners and guests.
We work on behalf of our owners, managing the hardest parts of their rental business from online listing optimization to 24/7 guest support and more.
We also promise our guests homes that are 100% ready for their arrival so they can be sure that, when they rent an Evolve home, it will live up to their expectations—or we’ll make it right.See more
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