FlipKey, Inc.

Dear [redacted],Thank you for taking the time to leave your feedback. We are
sincerely sorry to hear that you had not received a payment for one of your
reservations as expected. Our system releases the payout to homeowners within
one business day after the guest checks in. This payment is released to...

an owner’s
account via [redacted] or bank transfer, depending on the settings within the
account details. Once released from our system, funds can take 3-5 business
days to process into the payout method on file. However, if the payout details
are set within the account incorrectly, it can cause delays for the payment to
be received.We located a case associated to this matter and I can confirm this
issue has been resolved and the funds were successfully released to you on
19/Oct/2015. Please feel free to contact our customer support team at
[redacted] if you have further question or concerns and we will be happy to
provide you with further assistance.

Dear [redacted], Our finance team most recently advised us that your manual bank transfer was set for release on September 12th. As this is a manual bank transfer, there is a processing time for the transaction to complete between our banks. While this processing time may vary bank to bank, it typically completes within a few business days. We see that you have been contacted by our Customer Relation Team regarding this issue, please do not hesitate to reply to their email if you need anything else.Many Thanks, [redacted] - [redacted] Customer Care

If any confusion was caused regarding the booking details we do apologize. This guest had requested to cancel their reservation one day prior to the start of the booking. FlipKey does not manage the properties, so the rental agreement is solely between the owner and a guest. In this...

case, the cancellation policy on the rental agreement did not allow a refund to be processed. Therefore, when the guest cancelled, the funds were sent to the owner. Unfortunately we are not able to override the owner’s cancellation policies, so we do suggest reaching out to the owner to discuss an option for a refund. We are also able to contact the owners on behalf of the travelers and assist in facilitating communication. Again, we do apologize that this reservation needed to be cancelled and that the policy did not allow a refund to be provided. The owner is still very active on our site, so we encourage the guest to reach out to them again for any further clarification.

Hello [redacted],Thank you for contacting us via the Revdex.com regarding your booking [redacted]. My name is [redacted] and I write to you on behalf of the Customer Relations team, which is the team designated to handle high priority and complex cases. I did try to call you on your registered...

number this morning but unfortunately you were unavailable to take my call.I understand you chose to cancel this booking because the homeowner could not accommodate your pet. I do see that you notified of the homeowner with your booking request and unfortunately the homeowner still chose to accept your request. I would like to sincerely apologize for the inconvenience. I am happy to see you have since re-booked with an accommodating homeowner.I am issuing a full refund of the booking fee you paid for [redacted] in the amount of $76.13 USD. This refund is being released back to your original form of payment within 24 hours. If you have any further questions, please let us know. We thank you for choosing to book with FlipKey, and hope you enjoy your upcoming vacation in Blue Ridge!Best Regards,[redacted]Senior Customer Relations Executive

Dear [redacted],We are once again sorry to learn about your dissatisfaction and that our current terms do not seem to work for you. Our Renewals Manager has tried to connect with you over the phone and via email to discuss the different options we have available for you, but we have unfortunately not yet been able to reach you. Please kindly reply to Mr. [redacted]'s email, to allow us to address your concerns. Kind regards,[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 have tried numerous times to resolve my conflict with [redacted] and yet again they are still refusing to be reasonable. They continuously change their reasons for why they won't refund my money. I didn't stay at this property they advertised falsely and I should be refunded.  They slipped and told me back in September that they mistakenly gave the owner his money BEFORE our dispute was settled and I looked the owner up and he's currently in default on this property I"m referring to and that shows his integrity and character. This whole situation is a nightmare! I am a single mother of three young children and cannot afford to just throw $1500 away. What was supposed to be a nice vacation has turned into a major thorn in my side. I really need help with this. Christmas is coming and it's not fair for big lying companies and shady landlords to win and take innocent people's money!!   Regards,
[redacted]

Hello [redacted], Thank you for your recent contact. I am sincerely sorry for any confusion or frustration you have experienced due to this issue. In reviewing our records, I see that one of our agents contacted you via phone on 4/18/17 to discuss the current issues with your account. Since they were...

not able reach you, the agent sent a follow up email to the address on file. In this correspondence, we explained that we have noticed that while you are receiving many inquiries, your availability calendar has not been updated to reflect any resulting bookings for an extended period. Although we understand you may have experienced temporary issues accessing your account since your mobile phone was disconnected, this does not prevent contact to our Customer Service team to resolve access and ensure your availability calendar remains up to date. One of the main complaints we receive from travelers is that an owner tells them certain dates are unavailable even though they are displayed as available on their advertisement. As such, we have outlined in our Terms and Conditions (accepted by you on 4/20/17) that all owners agree to ensure the availability of your property remains accurate at all times and misrepresentation of availability may lead to deactivation of your unit. While your unit was changed to our Free to List model for the above reasons, we would be happy offer you some options to address this situation. I have reached out to you via our email system outlining the options available to you in this case and I ask that you reply there to allow us to take the next steps in resolving your case. Thank you for your understanding and cooperation during this process. If you require any additional assistance, please let me know in your reply to the above-mentioned email.

Dear [redacted], Thank you for raising your concerns to the Revdex.com and we are sorry to learn about your experience. Having reviewed your case with us, we understand that the cancellation of your booking and unresponsiveness of the advertiser must have been terribly disappointing. Please be assured that...

this is very rare and not the experience we want travellers to have. Following your first contact notifying us of this issue, our support team immediately started reaching out to the owner. As an advertising platform, we do not manage properties ourselves and therefore have to give the owner the opportunity to remedy any concerns you may have, as this often just happen due to miscommunication. As we have not had any feedback from the owner and it was your day of travel, your booking was cancelled and full refund processed within 2 hours of your first contact to us. Please be assured that we do not take cancellations and unresponsiveness lightly and have therefore taken the decision to permanently suspend the advertiser from our platform. Our next priority is then to assist you in finding a suitable alternative and our records show that you have requested to speak to our hotel bookings team. Whilst we fully appreciate, how disappointing the cancellation must have been we are unfortunately unable to cover the cost of your booked alternative. Our payment protection covers the funds payed through our platform in the event that you are unable to access the property. As discussed, your full refund has been processed and should reach your account shortly, should it not have already. We once again apologised for your experience and hope that you have otherwise enjoyed the remainder of your trip to New Jersey.   Best wishes, [redacted] Senior Customer Relations Executive

Even if a popup appears, the bottom line was that neither a confirmation email, and more importantly, a 24 hour email saying the owner had accepted, was sent or received.  This is why I booked another location right after the 24 hours had expired.  I was not aware of the "Manage your Booking" section until I spoke to someone on the phone, after this all took place.  The seller did not send any type of confirmation email until August 10th, and I responded that same day.  I had tried to book the location from August 21st thru August 23rd.  The seller had almost two weeks to make the property available and attempt to re-book the location.  She did not do this.  However, I do not blame the seller, I blame [redacted]/Flipkey because they should have sent the confirmation email(s), and did not.  Although I do think the seller should have made the location available again so that there would have been a chance this all could have been avoided.  It still comes down to the fact that [redacted]/Flipkey did not provide confirmation email(s).  If they had, another location would not have been booked.?
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. 
I am in total disagreement of FlipKey's response. The owner said that she would credit my [redacted] account in 5-7 after my cancellation. This never happened. At the minimum she was going to credit half of the $447 back to my [redacted] account.  This is why I needed to contact Revdex.com concerning my issue. I have exposed just how foul FlipKey is. I shouldn't have to go back and forth with management or the owner to get back what is rightfully mine.  It's been 6 months and neither management or the owner held up to their agreement. There is no confusion with that fact. [redacted] has rightfully corrected this situation on my account. I will take this as a lesson learned. I will NEVER do business with FlipKey or its affiliated owners ever again! It's not worth it! 
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. 
[There were two calls on the same day, I suggest you listen to both. Yes the number is "displayed" but it was not a working number for 6 days. I've explained repeatedly now the issue with your calendar syncing system. The guest and I decided to cancel because of the 6 day inability to reach you at that number or form email. We were happy to accommodate the guest but your system was allowing for a check in prior to the former guest checking out- even though it was clearly blocked and was allowing for a 24?hour overlap. That is the actual issue. This is response is dishonest and takes no responsibility for poor customer service, communication & non working number for nearly a week.All one has to do is scroll through these complaints to see the same scenario repeated and documented outside of my word alone.Yes your CS person did say "this call is going nowhere" and hung up on me. I will gladly provide you the call log with all of the attempts. I'm disappointed with your lack of professionalism as well as your inability to respond to basic technology issues. Blaming the client for poor infrastructure is a poor choice for continued  business growth.]
Regards,
[redacted]

Dear [redacted],   Thank you for your message.   We are really sorry about this issue you experienced.   Unfortunately, in this case we are not able to help you since you paid outside the platform. We would kindly suggest you to check this website from the United States Department of the Treasury that could help you:   https://www.fincen.gov/help4victims.html   Once again apologies for any inconvenience caused.   Best wishes  [redacted] – TripAdvisor Customer Care

Hello , Thank you for bringing this important issue to our attention. Further to our message that was last last week, after taking a look at the account this is not something we would handle from our side. You must consult your tax adviser on this. Both of these issues should be handled on...

the taxes by a tax adviser to determine how to report an offsetting expense. We have to report what is disbursed to you, no matter what it was for. I hope this was helpful. If you have any further questions please get in touch with our customer service team on 1-877-FLIPKEYBest Regards [redacted]-FlipKey Customer Care

Hello, Thank you for your message and for taking the time to share your feedback with TripAdvisor Revdex.com. We appreciate that you have raised these important concerns to us and would like to acknowledge your frustration. We are sorry to hear that you are experiencing problems with getting in touch with us. We will never charge a holiday maker for any outstanding amounts. The balances you see  on the account would be pending amounts and are released by your bank within a period of 5-10 days. We have a dedicated reservations team that will be able to help you finding a property elsewhere and would be more than happy to help you find a place to stay. Please let us know if we can help you with anything there is we can help you with and we would be more than happy to help you. Best Regards [redacted]-TripAdvisor Customer Care

Dear [redacted], Thank you for reaching out to us via Revdex.com regarding your booking. We are sorry to hear of the confusion here, please allow us to clarify what happened in your case. When a traveler visits our site, there are 2 ways to process a booking, the first is send an inquiry to an...

owner. After engaging with the owner they can send a quote allowing you to pay and confirm your booking. The second which is how we recognize your booking was processed; you sent a booking request to the owner and entered your payment details. When a booking request is sent you agree to a cancellation policy set out by the owner and a clear message indicates what will happen next, a request is sent through to the owner or manager who has 24 hours to accept or reject your booking request. In the event they accept, your booking is confirmed and subject to our terms and the owner cancellation policy. I have provided screenshots to Revdex.com to show the difference between an inquiry and a booking request.Following this, we are aware that you contacted your payment provider to obtain a refund. Upon investigating and speaking with the owner you booked with, they kindly agreed to overlook their cancellation policy and allow you to be refunded. On top of this we have also processed a refund of our booking fee that is stipulated at the time you booked as non-refundable. Your full refund is being processed currently and will shortly be back in to the account you paid with. We have also reached out to you directly to continue our correspondence and confirm the refund has been processed. Warm regards,[redacted]- The [redacted] Team

Hello [redacted], Thank you for reaching out to us via Revdex.com. We are sorry to see that you are not satisfied with the decision to remove your listings from the site. Please note we did make a change in our Terms that means your full list of inventory needs to be uploaded to our site, this is...

not just a case of directing potential travelers to your website, this you are allowed to do as a Annual Subscriber. The full terms can be reviewed here and I would direct you Content Restricitons- [redacted]In order to continue using an Annual Subscription Account all properties you own or manage will need to uploaded to our platform. We are reaching out to you directly to continue our discussions. Best wishes,David- The [redacted] Team

Dear [redacted], Thank you for your contacting us regarding your booking [redacted] and we are sorry to learn that you have decided to cancel the booking.Unfortunately, we are unaware of the negative reviews you are referring to as we only have access to the ones customers leave on our...

platform. Whilst we appreciate that negative reviews can be a cause for concerns, however, as an advertising platform, we are unfortunately unable to determine the credibility or authenticity of these reviews.The cancellation policy is set by the owners themselves, whom your contract is with, and automatically applied when you cancel your booking. The cancellation policy is available to you prior of booking and before submitting your payment to give you the opportunity to review this. As this is part of the booking contract with the home owner, we unfortunately do not have the ability to waive or override this as a refund is under the owners discretion.We have now reviewed the case (ref: [redacted]) we can see that the home owner was in the process of offering you a refund of your funds. Can you confirm if this has been received? Best wishes,The FlipKey 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 personally do not recall the screen shots that they have shown as example on my screen, when I did the booking. It is really unfair, if the cancellation request was made with in 24 hours of booking and even then the processing fee is charged. There should be a rule to make this applicable, if the cancellation hasn't been done with in several hours or the first few days of booking. Unwary customers are taken for a ride. Every place including store and shops and even airlines accept within a particular time period  without penalty. I would like to know, is there any other place I could raise this concern also. Thanks and have a good day]
Regards,
[redacted]

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]

We appreciate your follow up regarding this reservation cancellation. Unfortunately we were not able to locate any prior contact from you back in March addressing this situation. We did locate a chargeback that was created by you in August in an attempt to recoup the funds.   A senior agent has reached out to the homeowner to gather more information regarding this cancellation. No previous complaints have been raised for this account in the past, as we do track complaints against certain owner behaviors. We do apologize that an unfortunate situation has occurred with this booking and can continue reviewing the case on your behalf. A senior member of the team will be in touch to provide further clarification and review any support evidence for your claim.