FlipKey, Inc.

Dear [redacted],Thank you for raising your concerns about your reservation to us through the Revdex.com. We are truly sorry to hear of your dissatisfaction.One of our support representatives has sent you an email to address your concerns.We thank you for sharing your thoughts.  Regards,[redacted]...

Rentals Support

Dear [redacted], We are again sorry to hear about your dissatisfaction with our website processes.We appreciate your disappointment in regards to the cancellation policy, however, as mentioned in previous communication, this is set by the individual owners who manage their properties themselves. We also have reiterate that the cancellation policy is available to you to review on the payment page, before you enter your details to confirm the booking.Additionally, we would advise all travelers to source a relevant travel insurance which can cover you in the event of cancellation due to unforeseen circumstances. We again encourage you to reach out to the home owner directly to discuss a potential refund of the funds. Best wishes,The Flipkey Team

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear [redacted],   Thank you for raising your concerns to us through the Revdex.com and we are sorry to learn about your experience. My name is Bianca and I am a senior member of the customer relations team, within which we address high priority and cases of complexity. We are sorry to learn that you had to...

cancel your booking so soon after this being confirmed.  Having reviewed your previous communication with you, we can see that the advertiser has agreed to offer you a refund of their rental payment, which we can confirm has been processed. Please allow the usual 3-5 working days for your refund of 2,700.00 USD to reach your original payment method. In regards to the booking fee, we have to advise you that this is unfortunately non-refundable in the event of a cancellation. We apologise if you feel this hasn’t been clear enough at the time of booking and we of course appreciate your feedback. We can confirm that the booking fee is included in the breakdown of your booking costs at the time of booking (please see first screenshot attached, named ‘Flipkey booking fee – payment page’), as well as within the cancellation policy further down on the check-out page (see second screenshot named ‘FlipKey booking fee – cancellation policy’). Please kindly note that we have used an example booking for both screenshots and the dates/prices thereby don’t reflect the prices of your bookings.   We are once again sorry to hear about the cancellation of your booking but are unfortunately unable to provide you with a refund of the booking fee. If you have any further questions regarding the above, please do not hesitate to contact us.   Best wishes, [redacted] Senior Customer Relations Executive

Dear [redacted],  Thank you for taking the time to get in touch with TripAdvisor Revdex.com and for leaving a review which we highly appreciate. We're sorry that you've had to go through this experience. We totally understand your frustration and our Trust & Safety team have acted quickly to remove this...

owner from our site. We would also like to reassure you that as you paid on our platform, your money is secured by our payment protection scheme and is now being refunded in full back to your credit/debit card. Please allow some business days to receive the refund usually this will take up to 5-7 days. The payment was released on March 15th and today would be considered the second business day. Thursday March the 24th will be the seventh business day. We also have  a dedicated reservations team who you may get in contact with and they will be more than happy to help you with your booking. Please feel free to get in touch with us on the following number [redacted] if you have any further questions and we would be happy to help.  Best Regards  [redacted]-TripAdvisor Customer Care       [redacted] - TripAdvisor 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 #[redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Hi [redacted],       Thank you for your message and we are sorry to hear that the property didn't live up to expectation. We do see that you contacted on the 6th of June, unfortunately in this case you are not covered by the Payment Protection since Claims cannot be made if you choose...

to stay at the property overnight.   The holiday in this case finished on the 30th of May and we have been contacted on the 6th of June. We contacted the owner asking to reach a friendly agreement about these inconveniences experienced. We will keep contacting the owner on your behalf and we will contact you as soon as we have updated.   Please bear in mind that we already refunded you the damage deposit for this booking on the  9th of June 2016.   Many Thanks   [redacted] – TripAdvisor Customer Care

Dear [redacted], We are once again sorry to learn about your frustration.As discussed in my previous response, we are unfortunately unable to discuss account specific information, as the name used on this Revdex.com complaint is not the same as on the listing. We appreciate that you may also be managing the property but as a global company, we have to adhere to relevant data protection policies. Our renewals team has reached out and been in communication with the account holder. Should you or the account holder have any further question, please reply to our latest email and we will do our best to assist you. Many thanks,[redacted] - [redacted] Customer Relations

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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

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 # [redacted]. 
  The company states a representative would email me, I have no record of this...so how can I respond other than NOT to accept.
Regards,
[redacted]

Dear [redacted],Thank you for your response.We are sorry to hear that you are dissatisfied with our reply to your complaint.Whereas we are still sorry to learn that you had to cancel your booking, we unfortunately have no influence over the cancellation policy. Just as most travel products, our vacation rental booking also have a cancellation policy which is set by the individual home owners, whom your booking contract is with.If you cancel the booking, the policy is straight away applied and the funds are automatically processed. In this case, you were unfortunately not due a refund of your booking and the funds have been transferred to the home owner. As discussed, we would suggest contacting your travel insurance or reaching out to the home owner directly in order to discuss a potential refund of your funds.Should you require any further assistance in establishing communication with the home owner, please do not hesitate to contact us again.Best wishes,The FlipKey Team

We are currently working with the guest on their refund and waiting for them to get back to us with the required information. This delay in refund is not a common occurrence and we have expressed our apologies to Ms. [redacted] and the guest. Ms. [redacted] had previously contacted us about cancelling her account due to her concerns with the site. We were able to respond to her but apologize if any remaining concerns were not addressed. We will reach out to her again to provide further assistance.

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 # [redacted]. Please add your rejection comments below. 
[redacted] is using the wrong department to look up their use of robo calls . The result will be they found nothing . They are playing games to hide their robo calls . It's not the rental Dept that's calling it's the excursions department . 
Regards,
[redacted] Tate

Dear [redacted], Thank you for your message. Ref. [redacted] We are sorry about these problems you experienced with this booking. We carefully investigated about what happened and we decided to cancel the booking and to fully refund for it. We tried to call you and we just sent you an email where...

confirm to you that the full refund (1,980.00 USD) has been scheduled for the 12th of May 2016, please bear in mind that it could take up to 3/5 business days to be received into your account. Once again apologies for any inconvenience caused. Best regards [redacted] – [redacted] Customer Care

Revdex.com:
This property was misrepresented due to the fact the listing did not indicate there was no hot water in the shower and that it would be filthy.  Its sad that as a company you assist individuals to spam hardworking individuals visiting from out of town and then sight some BS :The meaning of “Material Differences or Defects” shall be determined in our sole discretion and, among other exceptions, it shall not cover cleanliness of the Rental; minor differences in the location of the Rental advertised and the actual location of the Rental; the presence or availability of local attractions; or maintenance issues with amenities or services. So a consumer is not entitled to a hot water and its ok for you to promote a dirty environment, all I can say is shame on you as a company. Within hours of being there I did contact the owner and I called your offices that morning and was brushed off until my payment was frozen.  I really hope the Revdex.com does something about such practice.
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 # [redacted]. Please add your rejection comments below. Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. [If you are rejecting the business's response please enter your rejection comments here.]Regards,[redacted]flipkey has no idea as to what happened .  I reserved a home on feb 16th.  through their web sight was accepted and with in I minute later sent me a cancelation notice. I then booked anther home to find out the first home was never canceled.so I then had to homes for the same time was forced to cancel cheaper of the two was still charged by flipkey for first home on my [redacted] please review your mails for feb 16  how can you send me a cancelation and still feel  y that it is my fault for canceling

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 # [redacted]. Please add your rejection comments belowmy complaint is not solely based on the meeting as that was going on with the elevator in the dock my complaint is that the owner of the condo agreed that if we left that he would give us a refund for the two nights that we were leaving on I paid my payment to trip advisor and put the key not to [redacted] so my grievance is with this company because they are not helping me receive my money back that I paid to the owner who agreed to give me a refund.he sent me a check three weeks later after I told him if you can send me the money that I was going to be filing a complaint with the credit card via package was postmarked is the day that I also told him that he then turned and stopped payment on the check. The issue of the check is a contract will agreement that he would give a refund that is what my complaint is about is that I am owed $249 as he agreed to.
Regards,
[redacted]

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 # [redacted]. Please add your rejection comments below. 
[This form response is not replying to the stated issues.  I have contacted Flipkey/ [redacted] through phone, email, the dashboard and via [redacted].  Your responses have never addressed the issues raised and I have never been provided the documentation requested.  You did not address my proposed resolution.]
Regards,
[redacted]

Dear [redacted],Thank you for your message.We are sorry to hear that you experienced these issues with your stay at the property. We see that your case has been escalated to our Customer Relations team and they are further assisting you on this case.Many Thanks,[redacted] – [redacted] Customer Care