FlipKey, Inc.

Dear [redacted], Thank you for your email. We have sent you an email directly offering a gesture of good will for the booking fee refund, the email was sent from myself and we will require you to agree to the terms of our offer before we can go ahead and refund.We processed a refund of $802.94 USD so far and once we have agreement we will go ahead and process the refund of the booking fee.Please note the offer is a gesture of good will and [redacted] have no obligation to offer the refund, at the time you booked you agreed to the owners booking conditions and cancellation policy as well as our Terms and Conditions and Privacy Policy. The cancellation policy does confirm the booking fee is non-refundable in the event you cancel. To clarify as you were cancelling for personal reasons we reserve the right to uphold the cancellation policy. We hope that following our offer you will agree that we have taken the steps to address your complaint and resolve this to your satisfaction. I attached to this a copy of our email extending our offer that will provide you with a full refund of the amount you paid once we receive your response and agreement to the terms of our offer. We look forward to receiving your response. Best wishes, [redacted]- The [redacted] Team

Unfortunately we do not see any further emails from **. [redacted] requiring assistance in contacting the owner. As previously stated, the check was stopped because the owner was told a charge-back was submitted and he assumed he was going to be liable for those funds. We have encouraged the owner to work with the guest regarding further compensation.  Because the nature of her claim regarded amenities not covered under the Peace of Mind guarantee, any compensation or refund is at the owner's discretion.

We sincerely apologize for the delay of funds to Ms. [redacted]’s account. Our engineering team has been thoroughly investigating into the cause of her blocked payment. We have attempted to resend the payment every few days, but unfortunately an error is preventing the payout from...

occurring. At this time, our engineers and our  Finance team are aware of this escalated case and are working with [redacted] to determine the cause for this error. We also reached out to [redacted] on her behalf to confirm the account settings did not have any restrictions or errors to cause this block. Ms. [redacted] has been continuously updated regarding the case and has been provided two options for continuing this payment. Currently the  case is still pending with our Customer Relations team and she can respond to her most recent email with the options she chooses. Again, we sincerely apologize this has occurred and our engineers will investigate to insure an error like this does not happen on future payments.

Hello [redacted], Thank you for your response. We have spoken with the Renewals Manager [redacted], we can confirm that a pro rated refund was processed on January 9th 2017. We processed a total refund of $1,721.50 USD, this is broken down as 4 x pro-rated listing refunds at $224.50 USD and 3 x pro-rated listing refunds at $274.50 USD. As confirmed in your dialogue with [redacted] you are welcome to reactivate your account and adverts on our Free Listing Model where you will incur no upfront advertising costs. Best wishes, [redacted]- The [redacted] 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 # [redacted]. Please add your rejection comments below. 
 I still have not received the money owed to me in this case.Can you please contact this business on my behalf and see why I still haven't received the refund?Thank you,[redacted]
Regards,
[redacted]

Dear [redacted],Thank you for your response and for the further evidence.We are currently reviewing our records further and we will be in contact via email very shortly. We are very sorry for any inconvenience or confusion caused and we really appreciate your co-operation on this matter.Best Regards,FlipKey Customer Care

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].  
I responded to [redacted] right away when he sent me an e-mail. Actually, I responded twice. First on January 3rd at 10:18am, then again at 10:20am. He has not responded to either of those e-mails. This is the problem I always have. I respond to e-mails I receive from FlipKey, but no one replies back. It's one-way communication!
Regards,
[redacted]

Dear [redacted], Thank you for your email and we are again sorry to hear that you have experienced these issues with your charged payments.We can confirm that this matter was resolved by our finance team and that any funds charged incorrectly have been refunded to yourself on 15th October. Please allow 3-5 working days for the funds to reach your account, depending on your initial payment method.We again apologize for any inconvenience caused by this issue. Best wishes, The FlipKey Team

When a Booking Request is submitted through our site, a pop up window appears that mentions a confirmation email will be sent within the next 15 minutes. If an email is not received, then we indicate that a guest should search their junk/spam folders and contact us immediately...

for assistance. We also reiterate that a traveler will be receiving another email within 24 hours; as soon as an owner confirms or denies the submitted request. This request was accepted by the property owner July 12th, approximately 3 hours after the original submission. Therefore, the guest would have received two notifications regarding this booking request and was informed to expect these confirmations within 24 hours. We also provide a Manage Your Booking platform that allows a guest to enter their details and track the status of a pending request.  Unfortunately we are not able to provide a full refund for this reservation, as the owner was expecting to have guests at her property and did not have time to re-book and recoup a potential rental loss. Since a traveler is notified to expect these emails, we would suggest contacting us after the 24 hour time-frame if they are not received and prior to finding alternate accommodations. At this time, it would be at the discretion of the owner if she wishes to provide a refund of 50% based on the cancellation policy stated in their rental agreement. We do sincerely apologize that this was not a seamless booking process and for any inconveniences caused.

Dear [redacted],Thank you for your feedback and we are sorry to hear that you wish to make a complaint.We do have a dedicated cancellation phone number which is displayed when you click on cancel your booking on the owners dashboard. We made this change last year and we have informed every owner on our...

website about this change. We have introduced this cancellation fee due to the amount of complaints we have received from travelers about owners cancelling their bookings. We do not find it acceptable for an owner to cancel a booking due to the stress and frustration this causes especially after taking payment and getting the confirmation. After an owner cancels a booking, we then have to contact the guest and assist them in finding a new place to stay.We have also listened to the call where you stated that the agent hung up, and in fact the call was disconnected by yourself and the agent didn't state the quote you have provided.The fee is clearly displayed in our terms & conditions and was re-iterated by the agent you spoke with. We hope this has clarified the issue and please do let us know if there is anything else we can help with.Best Regards,FlipKey Customer Care

Dear [redacted], Thank you for raising your concerns to us through the Revdex.com and we're sorry to learn that you have not been able to locate your damage deposit.Having checked our records, we can confirm that the refund was processed on 5th August 2017 and should have since reached your original payment...

method. Please note, that should you have used two separate payment methods when paying the two installments of your booking (i.e. PayPal or card or two different cards), we would recommend to review both payment methods. Should you still be unable to locate the payment, we would suggest to contact PayPal (our payment administrator), to obtain more detailed information on where the funds have been returned to by quoting the following transaction ID: [redacted]. Unfortunately, for security reasons, this information and is encrypted and not available to us.For your reference, we have also attached our proof of payment to this message. Best wishes,[redacted]Senior Customer Relations Executive

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. 
A typical generic answer that has nothing to do with the real problem.The real problem was and still is that once your phone number had to be changed for whatever reason you have no longer access to the account because the access code is sent to a number that no longer exists.All this has been explained clearly and several times before in several of my complaints that remained unanswered..For more than a week I received automated answers that couldn't possibly resolve the case.For the moment I still have no direct access as their system keeps telling it doesn't recognize the device I always use to visit their site.Nothing has been done nor any of my complaints in that regard answered. [If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

Hello [redacted], Thank you for contacting us via the Revdex.com. I am so sorry to see you decided to cancel your reservation.We have spoken with the property manager, [redacted], and they have agreed to waiving their normal cancellation policy due to your dissatisfaction. We have issued...

you a full refund today back to your original form of payment. Please note this may take a few business days for processing. We thank you for choosing to book with [redacted] Vacation Rentals and hope we can assist you with future accommodations. Best Regards,[redacted]Senior Customer Relations Executive

Dear [redacted],We are sorry to hear about your experience and can only imagine your disappointment if the booked property did not meet your expectations.We have investigated this matter and found the case in which we have been in contact with yourself regards to this complaint (case...

reference [redacted]). The advert is correctly stating that the property has 2 bedrooms, which is a settings the owner has not amended since listing with us (as this is actually a feature they are unable to amend themselves). When we reached out to the home owner directly in order to address your complaint, they have also highlighted that your booking [redacted] was also for 2 people only and there was no further communication to state that there was a party of 6 people travelling.However, we are of course more then happy to appeal to the home owner for a potential partial refund of your funds, however, for this we would require further evidence of advert showing incorrectly at the time of your booking. We will reach out to you again directly in order to discuss this matter further.Best wishes,The FlipKey Team

Dear [redacted], Thank you for your response, we are sorry that you remain unhappy with our comments. We do agree that your booking was confirmed by a receipt sent to you by [redacted], this was explained in our previous response and I apologize this was unclear. We have gone through the same process you went through to secure your booking. We have identified that the process that you experienced was not the same of which we explained in our previous response. We can see the process does differ and you did not go via our manage my booking part of the site that we had previously understood. In this case you were directed to a FlipKey by [redacted] inbox, we apologize we had previously misunderstood this. I can see the page you landed on did not express any clear indication on the currency you was paying for the reservation. We are also sorry for your dissatisfaction with the handling of your case, we are looking into the contact you have made with our support team to understand why it has taken so many emails and yourself resorting to Revdex.com for resolution of your complaint.   We will now reach back out to continue to work with you on resolving this and look forward to speaking with you directly. Warm regards, [redacted] Senior Customer Relations Executive

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. 
I am very busy during the summer and do not see this as a discussion. I have provided you with a complaint for false advertising, sales practices, and every other law broken by the owner. Disregard the fact that my fathers oldest sister died after we reached California, but while we being lied to by the owner, and my father did not get to say goodbye. His lies getting buried under more lies will not fix anything. He said that "[redacted]" double booked the three bedroom house that was advertised. He personally had to confirm my reservation. $422 refund You know that we did not receive what I purchased through [redacted] so please just give me my $422 back and get your money from the owner? We rented one property and were forced into the owners own private property because $622 was taken from us prior and it would take a week to get it back. Our entire first, and very likely to be our only, experience with [redacted] was a fraudulent failure because [redacted] does business with unconfirmed and unsavory people.
Regards,
[redacted]

Hello [redacted], Thank you for taking the time to contact us via the Revdex.com. I am unable to locate your VacationHomeRentals account with the contact information provided. Would your account have been registered to any other email address? Once we are able to locate your account, we can proceed with retrieving your account information. Thank you again, we look forward to providing further assistance. -[redacted]
Senior Customer Relations Executive

Dear [redacted], We once again apologize for the issues you have been experiencing. Further to your previous communication, we have discussed this matter with our marketing teams and can confirm that neither [redacted] nor [redacted] (our subsidiary which offers excursions and tours) do not engage in unwanted call (or Robo call) schemes. Customers are only contacted for marketing purposes through email and only ever contacted over the phone, should there be an issue regarding a particular booking/product.We can therefore confirm that the calls you are receiving are not generated or operated by [redacted]. We would recommend for you to seek advice from your mobile phone provider or other internet based advice services (for example ctia), how you can proceed with blocking each phone number and how these can be reported (for example the Do Not Call Registry).  We are once again sorry to learn about your experience and hope this helps. Best wishes,[redacted]Senior Customer Relations Executive

I spoke with your agent within 24 hours of check-in to report problems to the unit.  I asked for a refund and possible assistance in relocating a new property.  I was told no on both accounts.  I was told that I was untitled to a refund because I already checked in.  I was told I would receive no assistance in finding a new location.  This all occurred within 24 hours.  Your claim that I did not request it in a timely manner is untrue.  I could not afford to simply leave the property and go to another property without a refund as I had already given you over $800.  If you had honored your policy and given me a refund when I first reported it within 24 hours, I would have gone to another location.Your advertisement listed it as a 2 bedroom apartment/condo.  One of the "bedrooms" does not meet the legal description of a bedroom, and the legal description of an apartment/condo includes a kitchen.  While the advertisement does not specifically state that there is a kitchen, it also does not state that there is not.  It did state that there was a fridge, but it was in actuality a mini-fridge.  A legal bathroom must include a door. That is false advertising.  Your peace of mind guarantee is supposed to cover these situations, however you are refusing to. 
Regards,
[redacted]