FlipKey, Inc.

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.

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]

It appears there is some confusion regarding the access of her accounts. We will be following up directly with Ms. [redacted] to clarify the usernames for her account log ins. This will insure she can log in to the accurate and live account to respond to inquiries. If Ms. [redacted] responds to the emails she receives from FlipKey support, we can assist her in any issues that may be more specific or detailed.

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 taking the time to leave a review. FlipKey strives to create an easy and user friendly environment to all our owners and travelers and we do sincerely apologize for the difficulties you encountered with your account. We take owner’s complaints very seriously and aim to...

resolve any issues in a timely and efficient manner. I also would like to bring to your attention that owners have the option to leave their feedback or notify us of any problems with their account through their dashboard. That option is located on the top right corner under Feedback. By using that tool, our customer support team will immediately receive the notification and take action to resolve any issues or pass forward any feedback. I do apologize if this wasn’t brought to your attention before.   Once again I would like to apologize for any difficulties you experienced with your account. We appreciate you bringing a few of those matters to our attention. Our customer support team has located your account details and case history. We will have a senior agent contact you to further address and resolve any issues related to your account.

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 business brings up "fairness to the traveler" as a reason to charge a fee that they collect and which does not go to the traveler. Short sighted profit seems to be the primary and only concern. 99% of the reviews concerning Flipkey online are negative so this is a common and recurring situation. The business initially called cold me, created my account, mentioned that everything was free (FREE) and then proceeded to import copyrighted pictures illegally, put the listing live, let me deal with bogus inquiries (wrong dates / wrong price) and is now trying to collect ever changing fees from both travelers and hosts with no legal ground and without a proper process to filter inquiries (hosts have no incentives to accept double bookings so only technical issues would let them go through). I consider the $150 charge both fraudulent and illegal. It is not different than stealing $150 from a cash register at a store. Only unethical businesses charge fees for their short comings. Accept your responsibility and do the right thing. The more successful, faster growing and profitable businesses in your industry provide better service to both guests and hosts so you are not helping yourself by trying to charge random fees.
Regards,
[redacted]

Hello, Thank you for your answer. When your first payment failed, we advised you that you could advertise your property with us only by changing your payment method to "annual subscription" as we were not able to send payments to Barbados as Barbados is not supported by [redacted]. We told you that this was the only way for you to take online bookings. You did not switch payment method and instead, you activated the property again. We stand by what we previously said about the service provided. The customer service agents were responsive to your concerns and the case was also resolved in a timely manner. We would like to remind you that the manual transfer was sent to your account the 12th of March and once the funds are sent, the time that takes for the amount to reach your account is out of our control. As stated previously, it can take up to 10 working days for international transfers to reach your bank account. We thank you for reaching out to us and for choosing to rent with Flipkey. The Customer Relations Team

We sincerely appreciate the patience of Mr. [redacted] during this investigation. As he was informed by our support team, there is an unfortunate technical glitch preventing the return of the damage deposit. At this time, it is a high priority case with our engineering team to...

determine the error and refund the amount as soon as possible. This is not an experience  we want our guests to face and sincerely apologize an error occurred on this booking. We will continue to provide updates to Mr. [redacted] and his wife as we are informed.

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] . 
[They did not address the fact I tired to cancel within minutes which should have been fairly easy at the time, and they decided to ignore the cancel request yet sent me a cancellation notice  in email without a refund.}
Regards,
[redacted]

Dear [redacted],Thank you for reaching out to us via the Revdex.com and we are sorry to hear about your dissatisfaction.First and foremost, we would like to apologize for the delays you have been experiencing so far and we can assure you that we have now once more chase our finance team to address this matter...

as a priority.We will update you again via email as soon as we can to inform you that this has been processed.Please once again accept our sincere apologies for the delays to date and we genuinely appreciate your assistance with housing these guests during this difficult situation.Kind regards,The FlipKey Team

Dear [redacted],  Thank you for your message and for taking the time to bring your concern to [redacted] Revdex.com. We encourage open and honest feedback and appreciate that you have raised these points to us so that we can review of current services and improve our customer experience. We will be reaching out to you privately  to get this resolved for you.  Best Regards  [redacted] Customer Care

Dear [redacted], Thank you for taking the time to raise your concerns to the Revdex.com.We have investigated your complaint and found a related case in our records. Unfortunately, you are not the listed account holder and we are therefore unable to discuss account sensitive information with you. However, we...

can assure you that this matter has been escalated to the Renewals team who will address your complaint with the registered account holder.Best wishes,[redacted] Rentals Customer Relations Team

Dear [redacted],Thank you for raising your concerns about your reservation for the property ‘Poolside Premier Platinum Condo D109’ to us through the Revdex.com.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

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. The 'thorough' investigation was completely biased. Why would I take photos of items in the home that were old, not damaged? I attached pictures of the windows that were damaged, however, as a preventive measure in the case that the owner tried to frame me for property damage that I did not cause. It is absurd to expect the traveler to take pictures of all non-damaged, functioning items in the home in the unfortunate event that the owner may claim damages AFTER the traveler has left the property. The owner well knows I did not cause any harm to her property and is a dishonest scam artist who may try to get away with doing this to other innocent travelers if nothing is done. I hold FlipKey responsible for the integrity of their clients and the proof I have is sufficient to give evidence that the home had a shabby-chic appearance and travelers should not be held responsible for the condition of the owner's 'vintage' items.
Regards,
[redacted]

We have received confirmation from our engineers that the technical error is resolved on Ms. [redacted]’s listing. We have had an agent following up with her almost daily to provide real-time updates. This is an unfortunate situation regarding her listing and we sincerely apologize for the delay in resolving the issue. If any further issues arise, we can be contacted via https://helpcenter.flipkey.com/contact_form and we would also be happy to discuss her concerns regarding any decline in bookings.

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. 
Flipkey still not paid me for the amount they owned me.Just received for the 7th time an e-mail from them saying they made the deposit but the amount still not showing in my bank account.
Regards,
[redacted]

I filed a complaint on Friday March 11th 2016 with flipkey. Flipkey's reply to the Revdex.com was for me to contact flipkey to resolve the issue . When I called the number ( and called the number several times.) 1877-flipkey,all you get are options there is no option to talk to a person. how can it be resolved when you first can not contact flipkey and then not talk to anyone. Flipkey does not understand that after they canceled my reservation of feb 16th I proceeded to another web site and booked another home it was not until I received my [redacted] bill that I found out that I had been charged for the flipkey house. there never should have been a reservation cancelation from them if the home owner pays them to do the bookings. Flipkey made it look like they had revoked my reservation. Causing me to book another home else where. The first thing I should have received was a email telling me amount received and amount do and when amount due very misleading to find out weeks later after receiving [redacted] statement

Hello [redacted],I am sorry to hear the air conditioning problem at the property remained unresolved past the first day. We are happy to follow this up with the homeowner. We are sending you a separate email to request further details. Thank you for patience during this time, and we look forward to providing further assistance.-[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 have not received anything from Flip Key directly.  I have it again.  I receive a text that says someone is interested in my property to logon and get back to them.  I login to both flip key and my email account and there is nothing from this person in either.  It makes me look bad and I am beyond frustrated.
Regards,
[redacted]

Dear [redacted], Thank you for contacting us via the Revdex.com and we are sorry to hear about the difficulties you have been experiencing in raising a damage deposit claim.You can raise this by either giving us a call (at [redacted]) or via the contact form entering the required subject 'My listing...

> Online booking (booking requests, quotes, payments) > How do I request to retain a damage deposit from a guest'.Our records show that the damage deposit regarding the booking in question is currently on hold and that you have been in communication with our customer support team about remaining evidence required.Simply reply to our last email in order to provide this to us so we can resolve the claim accordingly. Best wishes,The FlipKey Team