FlipKey, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Dear ***,Thank you for your feedback and we are sorry to hear that you wish to make a complaint.Unfortunately your claim was unsuccessful due to the lack of evidence surrounding the property and our Peace of Mind Guarantee doesn't cover issues of cleanlinessPlease review our Peace of Mind
Guarantee for more information where we clearly state this.We do take complaints about properties seriously and we have tried our best to communicate with the owner for you on your behalfWe can only advise to discuss this further with the owner of the property as per the rental agreement between yourselves.If you do need assistance contacting the owner, please do let us know.Best Regards,FlipKey Customer Care

Dear ***,Please again accept our apologies for your experience and the inconvenience you have encountered.We are aware of this issue and can confirm, as discussed with our colleague *** today, that your refund of any payments taken in error has been processed today and will be back with you
shortly.We can also confirm, that we have decided to refund you any further fees which you have occurred due to this error as a gesture of good willAs discussed with ***, please continue collecting evidence of these so this can be processed, once the refunds have been received.We apologise again for any inconvenience caused.Best wishes,The FlipKey Team

Hi ***,We are very sorry that you wish to make a complaint and we appreciate the time you have taken to share your thoughts.We are currently in contact with yourself via *** and trying to assist you in receiving the refund from the ownerWe would like to stress that the owner has been as
co-operative as possible with yourselfIn the event that you ever feel that there is something suspicious, we would always stress to contact us for further assistanceAs you initiated the cancellation, you agreed to the cancellation policy and this was provided to you before you cancelledThe cancellation policy clearly stated that the funds will be sent to the owner.We hope that we can resolve the matter with the owner for you soon and please do feel free to continue contacting us on *** for further assistance.Best Regards,***-FlipKey Customer Care

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
So let me clarify:If owner rent out an unhealthy cabin in terrible condition (mold is really unhealthy and could cause even cancer)And your customer refuse to risk their own health and stay in such a terrible place, your company will continuously lie to customer during a month and keep moneyRight?I’m truly sorry but I do not understand this policy and why your customer specialist told us “do not worry, because our situation is covered and we can book other space”Why your employees give wrong information to customers???Why your company purposely do not publish negative reviews and give customers wrong information?
Regards,
*** ***

Hello ***, Thank you for your message and for bringing your concern to *** Revdex.comWe are sorry to hear you feel this way concerning our cancellation policyIt is our pleasure to help you with to resolve this concern for youWe appreciate the time you have taken to provide your
feedback and for taking the time to share your thoughts with usWe empathize with your situation and understand that it is frustrating for you to be penalized for cancelling a booking however the cancellation fee is in place for yourself and to ensure that the holiday maker is not inconvenienced at the last minute or that they will need to book another property as of result of this cancellationIt is also a inconvenience for yourself as you lose potential revenue and your booking acceptance rate goes down consequentlyIt is in place to eliminate these disadvantages to yourself and the holiday makerIf you would like to discuss this in further details please feel free to get in touch with our dedicated customer service team on the following number 1-877-FLIPKEY for additional help. Best Regards ***-*** Customer Care

Hello ***, Thank you for your message and for taking the time to bring your thoughts to Revdex.com ***We are sorry to learn about your experience and to hear that you had a few problems with the ownerWe have checked the details of the property and account and will get in touch with the
owner to add this to his listing to inform future travelers of this issue so that it may be avoided in the futurePlease feel free to get in touch with our customer service team on the following number 1-877-FLIPKEY if there is anything further we can do to help youWe would like to thank you once again for sharing your feedback with us as we are continuously evolving and developing as a companySBest Regards ***-*** Customer Care

Flipkey strives to create a positive booking environment for all our travelers and we are truly sorry that this wasn't the case for Ms. ***According to FlipKey’s damage deposit policy, we release a damage deposit days after a trip is over, unless the owner reports an issueIf
the owner does report damage, we will return a portion, or in extreme cases all of the money to themWhen damage deposit is filed our trusts a safety team investigates based on the evidence providedIn Ms***’s case, our trust and safety team did a thorough investigation of the damage claim, and determined this claim in favor of the owner.We apologize for the frustration this has caused Ms.*** and we would encourage her to reach out to the owner for and further resolutionhttps://helpcenter.flipkey.com/faq/view/How-do-damage-deposits-work-fo...⇄

Dear ***We appreciate you bringing this unfortunate situation to our attentionThis is not an experience we would want any traveler on our site to have and do sincerely apologizeAn investigation has been opened by our Trust and Safety team to review the listing detailsA senior member of
the team will be reaching out to you again with further details

It is now July 20th, and the review in question has not been removed nor has anyone from FLIPKEY reached out to meI would quite appreciate it if they would honor their error and remediate the error by removing the review in question ASAP and have the courtesy to reach out with a human contact
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my is***s and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The homeowner informed us that they are unable to honor the reservationAnd, that is why we canceled the reservationI even sent the time of the callThe homeowner told us that he is going out of town and will be unable to rent the booked placeThat was the single reason for our cancelationThere cannot be evidence of conversation because I didn't record the call but called customer service immediatelyThey could not find the owner for a long time to respond and then the owner changed his mind after he realized what will happen(he will not get his money)We did not cancel the reservation because of the same entrance to the house booked and the owner's living residenceBut, we were not aware of that until the owner called us on the day of our travelThis is unrelated to the cancelation but it also shows the advertising on part of *** *** and the ownerIt was never mentioned in the original webpage that the entrance is controlled even though there is privacy and the owner lives downstairs/in the same building.This is a pattern of lies from both *** *** and the ownerBut, to be clear, we were not aware of it until the owner calledAnd, to be clear, we canceled not for this reason but when he told us that he is going out of country as his relative had died and he couldn't let his house in the possession of strangers*** *** also promised to initiate a 3-way call to flush out the truthThey never did anything and just let this problem festerAnd, now the owner has a different story while *** *** just wants to avoid the problem.That's why I asked the credit card company to put a hold and unfortunately the credit card comfirms with *** *** for the veracity of the transaction and that is not the problem.
Regards,
*** ***

Thank you for sharing your feedbackI am sincerely sorry to hear about the difficulties you experienced in connection with your FlipKey reservationFlipKey strives to provide a positive environment for our travelers and this is not the experience we expect for any of themI would like to clarify
a few important things regarding your booking process through our siteYou initially contacted this owner via message and they responded with a quote which was also an invitation to submit payment to reserve the propertyAfter submitting your payment, the owner was sent multiple email notifications confirming the reservation and encouraging them to make contact to work out check-inUnfortunately, it appears the owner allowed a previous guest to extend their stay into your reservation datesThe owner then notified us on the day prior before chedate to notify us of their errorWe have also taken appropriate action to penalize the owner for this error and help them avoid this situation in the futureRegarding your contact with Customer Support on your chedate, I can confirm that every effort was made to connect you with the owner to help them provide you an alternative due to their errorOnce we confirmed that the owner could not help you, members of our Customer Support Team helped to find an alternative property for your dates The process of rebooking you into a new property was complex and we are addressing any internal service level issues to help avoid this in the futureI would also like to comment upon the negative effects you have experienced due to contacting your card providerIt appears that your card provider did not file a claim with us to retrieve these funds which is normally the process in this case but rather issued a refund to youPer information provided by you, your card provider did not notify you that they would take action against your account should there be any delay in the refund from FlipKeyWe have confirmed a refund was processed for this reservation and ideally your card provider reversed their claimI can also confirm that you have been directly emailed by a senior member of our support team for further assistanceI would like to apologize once more for any hardship you have experienced due to this issue

Dear ***, Thank you for raising your concerns to us through the Revdex.comWe’re sorry to learn about the difficulties you have experienced, trying to make the remaining balance payment for your booking ***We understand that you tried to settle payment with several payment methods and
can see that the due date has been pushed back multiple timesWhilst the owner is entitled to the deposit payment as stipulated in their cancellation policy, we are also aware that you have spent significant time attempting the paymentWe fully appreciate that this is not a great booking experience and want our customers to enjoy, what is supposed to be an exciting part of your holiday plansAs such, one of our senior members of staff has sent you a detailed offer as a gesture of goodwillPlease kindly reply to the email directly, which will allow us to proceed without further delay Best wishes, *** *** Senior Customer Relations Executive

Contact was made well before the *** dispute was openedI made contact as soon as I had internet connection, which was a couple of days into our holidayI continuously sent emails while on holiday and flipkey continued to ignore my messageI opened a *** dispute once we were home as I told flipkey in my emails to them that if they continued to ignore my emails then they where giving me no other option but to take my complaints further, which is why I have had to open this case
Regards,
*** ***

FlipKey is a company that powers the vacation rentals on TripAdvisor and any changes that an owner would like to make to their listing on TripAdvisor must be made through their FlipKey account. Unfortunately, for this account, there is an issue with the data from the FlipKey
listing pushing through and appearing accurately on TripAdvisor. We do apologize if Ms***’s support experience was not satisfactory and we will be investigating into the service that was provided. I have confirmed that our agents have previously escalated this technical error to our engineers so that they may find a solution. We will be following up with Ms*** as soon as the technical error is resolved

We can confirm that a full refund was initiated on 21/12/

Dear ***,Thank you for your review and
feedbackWe are truly sorry to hear that you have been receiving unwanted
emails from usTravelers are welcome to unsubscribe from our mailing list
simply by clicking on the unsubscribe option available on the bottom of the email
received from FlipKey.If
you need assistance, please
contact our customer support team at 1-877-FLIPKEY, and we will be happy to assist you with this matter.Additionally, when the traveler
enters their search criteria, our website automatically filters that
information and provides the traveler with special deals other properties in
the area may haveHowever, the deals may not necessarily be for the time frame
the traveler is inquiring forThat’s why when the traveler clicks on the
property and selects a specific time frame of interest, they receive a
different rateHowever, the traveler is always welcome to reach out to us or
the homeowner to find out the exact time period the lower rates apply forOnce again thank you for your review
we apologize for the inconvenience caused to you.Best wishes,FlipKey Customer Care Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
[If Flipkey says that they have contacted me several times regarding my ‘transgressions’. Each time I tell them that I am ready, willing and able to comply with their requirements. However, after ONE notice, they took my homes off their site and are not allowing me to comply.They have informed me that they WILL NOT return my money unless I sign up for their ‘free’ listing. ‘Free’ is their word to describe their listing, not mine. It is actually very expensive and not ‘free’. I consider this a statement.Flipkey is doing a ‘bait and switch’, although usually you can walk away from a bait and switch and not pay anything. In this case, I can’t walk away because they are keeping my money and not giving me the service I signed up for or allowing me to correct my ‘transgressions’.Flipkey says that I have not kept up with posting rates. This is untrue. I have a copy of my rates with them which I posted quite a while ago. They go to the end of July, 2018. Despite this, when I got an inquiry from them in the past, I often saw that the rate I quoted was given incorrectly to the prospective renter by Flipkey. It is discouraging.I did keep up the calendar, but sometimes didn’t block off dates until the prospective renter actually paid. There is a high incidence of me sending out a lease and renters changing their mind. If given the chance in the future, I will agree to block off a rental at the time I send out the lease.Whenever I sent a prospective renter to another home, it was always to the other home that I have listed with flipkey. I have done this since I started this business. It helps me fill up both homes. My two homes are similar, but one may be some suitable to some renters than the other. I have never directed a renter to look at another home besides my two homes, which were both listed on Flipkey. I will agree, however, to stop doing this.I have NEVER had the experience of dealing with a company who continually states that they are concerned with customer service, yet treats me so poorly. I have been a good customer of theirs for several years.
Regards,
*** ***