FlipKey, Inc.

We appreciate Ms. [redacted] reaching out to us about this situation and do sincerely apologize that there was a delay in activating the listing. A senior member of our Support Team has taken ownership of her case and has contacted her to confirm the listing is live on our website....

The renewal date for her account has been reset so she will not be charged for the time her listing was not live. In the future she will be able to renew automatically and with no delay as long as her credit card details do not change. If Ms. [redacted] has any further concerns she can reply directly to the case so we can assist her immediately.

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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. 
A number of points raised in the response to our complaint are incorrect and I wish to clarify them here.  1. "We informed you prior to the booking that [redacted] currently does not operate with bank accounts in Barbados and, that you would need to link the [redacted] account to an account, in a [redacted] supported country."  In fact, we were not informed prior to the booking that [redacted] does not operate with bank accounts in Barbados and that we would need to link the [redacted] account to an account in a [redacted] supported country. We were told prior to the booking that we would have to go "offline" to accept a manual transfer. We advised Flipkey/[redacted] representatives on numerous occasions that we were unable to have a [redacted] account due to the fact that we are not US citizens and are unable to have a US bank account. We have a Canadian bank account and Flipkey/[redacted] will not accept that either.  2. "We have reviewed the case and I can confirm that all your concerns were addressed from the start of the case and, we also responded in a timely manner." The above statement is also less than truthful. We sent an email on March 7, 2018 to your representative, [redacted], with a number of questions, to which we are still awaiting response. We followed up with Ms. [redacted] later that same day expressing concern over this matter and that email also remains unanswered. 3. "As previously advised, manual transfers and especially international bank transfers can take up to 10 working days for the amount to successfully appear in your bank account." I am not sure why it would take up to 10 working day (2 calendar weeks) to effect a transfer that is merely pushing buttons. Funds sent to Flipkey/[redacted] are accepted instantly. Guests are not required to wait 2 weeks to have their booking with Flipkey/[redacted] confirmed. 
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]. . 
FlipKey is stating I need to list ALL of my properties that I manage. However, they need to be aware that I only have a subset number of properties/units that I actively rent. My "resort directory" on my website ([redacted]) shows a great deal more properties than I actually rent out. If FlipKey is stating that I need to list multiple unit sizes of my currently listed properties (example: one bedroom suite, one bedroom deluxe, two bedroom deluxe, etc. at [redacted], listing #[redacted]) and those extra listings can be done free, then this is doable. As FlipKey can see by my actual inventory ([redacted]), I do in fact list all properties I actively rent already with them. I am very frustrated that it took complaining to the Revdex.com to even get a response to my message. No one from FlipKey responded to my numerous messages I sent to them over the last two months. Even the response sent is not clear and the terms are quite vague.If FlipKey is stating I must list ALL properties/unit sizes with them (which would literally take weeks for me to even load, as my website's directory shows ALL [redacted] and [redacted] resorts), then this is absurd and unacceptable since I do not actively rent all of those properties. So if that is the case, I request a refund of my annual subscription fees since that's impossible for me to do and it would be a huge waste of my time to list properties I don't even actively rent.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

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

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.

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.

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

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]

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]

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]

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. 
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]

FlipKey does not own or manage the rentals on our site, but we do expect a high level of professionalism from our owners that list with us. We apologize that this case has not been resolved in a satisfactory manner for the guest. Unfortunately, we were not able to locate any...

reservation details with the name or email address that was provided by the [redacted]. Please have them contact FlipKey as soon as  possible so we can further assist them with this concern.  FlipKey does not have a voice message system, so we are not able to return calls, but we do have a support staff on hand from 8am-9pm EST on weekdays. Please call 1-877-FLIPKEY or email us via our contact form: https://helpcenter.flipkey.com/contact_form.  We sincerely apologize for this inconvenience and hope we can resolve this as soon as possible.

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

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]

Dear [redacted], Thank you for your reply and we are sorry to learn about your ongoing frustrations. Having reviewed your account we can see that you have accessed your account yesterday and also responded to all of your most recent enquiries. We can also see that there is currently no holds on your account, preventing you to log in.If you continue experiencing issues accessing your account, please reply to our recent email communication (this was within case [redacted]) so we can assist you further. Best wishes,[redacted]Senior Customer Relations Executive

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]...

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