FlipKey, Inc.

Dear ***,We're sorry you feel this way and appreciate the time you have taken to contact us. We would like you to check a summery of our Payment Protection, within this information, Payment Protection clearly states that this policy does not apply due to the cleanliness of the property. Please find the link here: http://bit.ly/2bi4G2UWe have requested that your Damage Deposit is released as quickly as possible by our Finance team, we must clarify that due to the charge-back raised against this booking, this is the cause of the delay for this payment.Many thanks,*** - TripAdvisor 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 # ***Please add your rejection comments below. Regards,
*** ***

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 # ***Please add your rejection comments below.
A *** customer service agent called me on 07JULand left a message that I should contact him "***" at ###-###-####. On 12JUL, I spent 35minutes on a run around call with customer service who finally told me that *** would return my call soon. minutes later, *** called and explained that *** had taken over the ***s business, had changed the terms and conditions of the contract, and is now enforcing these new terms and conditions. He further informed me that all of my *** owner listing access had been cancelled. I asked him to respond to my demand for a refund of $(portion of $payment) for the services I had paid for and not recieved. He said he could not do that. This is not acceptable. I demand a refund of $276. This complaint remains unresolved
Regards,
*** ***

Hello ***, Thank you for your feedbackWe are sincerely sorry for any confusion or frustration you have experienced during this processYou can initiate a booking on our site through either a traveler booking request or a quote from an ownerIn your case, it appears that you
submitted a booking request, sent an entirely new and separate inquiry message, then received a quote in response to that separate messageOur system is designed to cancel any overlapping quote if a payment is made for those dates, as this helps prevent double-bookingA unique booking reference was issued for both your booking request and your quote issued by the ownerWhen your booking request was accepted, you received an automated email notification clearly stating the quote had been cancelled which included the unique booking referenceWe understand confusion has persisted despite the information displayed and we continue to work on improving this process moving forward. As you are aware, a chargeback was filed with your card provider which freezes the funds in our system, preventing a refund until we can investigate furtherWe have since received notification from you that the chargeback has been closed as we confirmed our intention to assist you in receiving your funds backI can confirm that after further discussion with the owner, we have been able to process a full refund of the amount originally paid for your reservation (2,USD)The funds are due to be released from our system on Fed 1, and should post to your account within 3-business days from the release dateA further confirmation of this information has also been sent to your direct email address on file for the booking. We appreciate your feedback and please rest assured that we are working constantly to help improve our service moving forwardThank you for your patience and cooperationIf you require any further assistance, please respond directly to the latest email sent to you on 1/31/

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 # ***Please add your rejection comments below.
On April 20, at 12:PM I received a booking request for adults to stay at my cabin for the dates April 29, to May 1, On April 20, at 3:PM (approximately hours later), I accepted the booking request for adultsOn April 20, at 3:PM (minutes after I accepted) the person who made the booking request emailed a message that read, “There will actually be of us staying that weekend, not just of usHope that's okay!” This was not okay with me for a number of reasonsI accepted and agreed to rent to people, not people so I immediately tried to cancel the reservationMy cabin is very smallIT IS ON A SEPTIC SYSTEM WITH LIMITED CAPACITYI do not allow parties or rent to large groupsAs stated, before I immediately tried to cancel through Flipkey, but could not get a hold of anyone until the next morningThe morning of April 21, I called Flipkey and spoke with a customer service representative who did not speak English very wellIt was very difficult to explain the situation to herBut the fact is that I was charged $for canceling a guest who breached the rental agreement after only minutesThis amount was deducted from another reservationThis is a terribly unfair, punitive business practice and I request that the $be refunded
Regards,
*** ***

Dear ***, Thank you for your message and for taking the time to leave a review with TripAdvisor Revdex.comWe are sorry to hear that you feel that our customer service let you down and you were unable to get in touch with usYou are not charged if you did not make a reservation with us, the amount is a pending authorization that is withheldPlease allow up to 5-business days for your funds to be releasedWe would also recommend getting in touch with your bank to track the withheld amountIf you have any further questions please feel free to get back in touch with our team if you have not received your moneyWe appreciate your patience and understanding whilst we get this problem resolved for you Best Regards ***-TripAdvisor Customer Care

We appreciate Mr*** notifying us of this discrepancy with his reviews and apologize for the difficulties surrounding this situationWhen a guest leaves a review on a property, the owner is notified and given days to accept or decline that reviewAn owner can only
decline a review if the guest has not stayed at the propertyTo keep the integrity of the review platform, an owner cannot decline a review solely due to negativityIf the owner takes no action, then the review is posted automaticallyTo dispute a review after it is posted, an owner must contact the support team at ***Once *** was notified, Mr*** was able to get the review removed by our support team. The team did determine that the guest did not complete their stay and had the review removed immediately. Unfortunately, this situation was made more complicated due to a technical error on the accountOnce we had determined the review was removed by *** and no longer within our internal system, there were technical difficulties that prevented the review from also being removed from the live FlipKey listingAt this time, our technical team has been notified of this discrepancy so that it can be resolved as soon as possibleTypically removing the review through *** is a simple and swift processWe do sincerely apologize that this review removal has not been done in a timely manner and we have escalated this error to be resolved as a high priorityA senior representative is monitoring the progress of the engineers so we can notify Mr*** right away when it is resolved

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 # ***Please add your rejection comments below. I would not have ended up in this ridiculous situation if FlipKey had informed us that the site (rental property) had been compromised right awayWe may have gotten our money back because we could have gone to the bank right away but they informed us way to late after check was already cashed as well as we wouldn't have run into a nightmare when we arrived in Hilton Head with no place to stayInstead they chose to inform me with an email weeks after we had already sent our money and went down to the rental in HiltonThe person they told me to contact about the compromised rental never returned any callsThe company is obviously not checking into their clients that advertise on their site and that is why they are having issues which are affecting people like meTheir recommendations to go to the US Treasury doesn't help because I already checked with them and they said I should go back to FlipKey because it is their site that is causing problems for renters.
Regards,
*** ***

Dear ***, Thank you for your messageWe are really sorry to hear that you are still receiving emailsIf you'd like to unsubscribe, please click on the unsubscribe link at the bottom of the newsletter you've receivedWe are asked to our relevant team to double check it and, in case of
being still included we will remove youOnce again apologies for any inconvenience causedBest regards *** * *** 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 # ***Please add your rejection comments below.
I very much appreciate the comprehensiveness of ***'s response and that FlipKey is working to make their online systems clearerI must, however, reject this response as it does not address the way in which I interacted with their system, which I understand was somewhat uniqueWhat I am not understanding about is that I have clearly explained the way I interacted with the FlipKey system in various emails (which I have document of) and, to date, this way of interacting has not been addressed by the FlipKey teamI have attached a clear outline of how I interacted and the issue I encountered: "I never submitted a booking request to ***, and instead I asked him a question via his FlipKey listing, as his listing stated his vacation place was in the process of being builtSubsequently, he sent me a response with a receipt attached, which upon viewing only displayed a $ signI was using the site in CDN$ (clearly displayed in your menu) bar up until the moment I opened the receipt he sentUpon viewing the receipt, I did notice that the FlipKey menu bar changed, and the clear currency marker was no longer displayed, but beyond that there was no information on the receipt page that said the $ amount was in US$ or more specifically, suddenly not in CDN$In fact, the price on the receipt was reflective of the CDN$ price I had seen in his listingBecause I was not aware that I was suddenly viewing a receipt in US$, I also did not realize that the price stated in the receipt was higher than the listing price I viewed in CDN$All in all, these factors led me to make a booking which only upon viewing my credit card statement a week later, did I learn I was being charged in US$This is when I began my communication with your teamThe truth is, had I been fully informed by clear currency markers, I would not have made the booking in the first place." In addition to this problem I encountered with the FlipKey system, the number of emails I needed to send in order to be heard by their customer service team, and then for my concerns both towards their systems and their customer service to be subsequently ignored (as is very easy when email is the only means of communication you can contact a business with), is absolutely unacceptableIn total I have now sent and received what I believe is now (approx) emails, and only since I filed this Revdex.com complaint did I hear from the same service person twiceThe lack of continuity of care needs to be addressedAs well, when I simply asked for my business to end with FlipKey and for my booking to be cancelled and refunded in totality, I was informed that no matter what I did, FlipKey would still be keeping their booking feeAt no point was there any acknowledgement of the amount of time and energy they have asked me to spend simply to not be helped, and then to be told I must provide them with their fee, really lacks accountabilitySimilarly, they left the onus on the vacation rental provider to release me from my booking, and again, even upon his agreement, they still were going to take their feeIn the end, because all I wished was to end my business with FlipKey, and they would not allow me to do that, I did not cancel my booking
Regards,
*** ***

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 # ***.
I'm not pleased with your response for the following reasonsI will not reach out to the property manager, I found the property on your (Flipkey) websiteAlso I get the feeling your making it my responsibility to make sure that there was adequate parking at the complex. Simply put, it should have been clearly advertised that you could possibly walk three to four blocks to the property I ask that you pass this complaint to the next person in your chain of authority
Regards,
*** ***

This case is currently still under investigation with our Trust and Safety team and we do apologize that there has yet to be a resolution. Due to Mr*** claim, we did investigate into the background of this property and the account holderSince a management agency is
the account holder, it is not unusual for different names to be provided as points of contact during check in Our Trust and Safety team determined that this agency is not fraudulent and ceased investigation into the account but is still investigating Mr*** claim of No AccessThe agency manager has notified us that the property was available for Mr*** reservation and there should have been no issues with accessA senior member of our investigation team is in touch with Mr*** so he his kept aware of updatesAt this time, further information is needed from Mr*** regarding his claim. Once we review the evidence, we will be able to allocate the funds for this reservation

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 # ***Please add your rejection comments below.
It has been days since I requested resolution from FlipKey/*** *** regarding this matter of charging me three times in error. Nobody from FlipKey or *** *** has contacted me without me first initiating a call/email to request an update. Further, the only response I have received is that they are still investigating this issue. I have since disputed two of the three charges with my bank, hoping to be able to proceed with booking via FlipKey/***. Flip Key/*** *** has not done anything to contact me or attempt to reverse the transactions or correct this issue. At this point I will dispute the third charge with my bank, but I still need an explanation from FlipKey/*** *** regarding why/how this happened. The customer service was not helpful and I was repeatedly told the issue was my fault, that it was a security issue on my end with my bank. I am exhausted by the countless hours of follow up that I have wasted and now will continue to waste until I get my full refund. This issue is nowhere near resolved, I do not accept the response and my Revdex.com complaint most certainly should not be closed at this time
Regards,
*** ***

Dear ***, Thank you for your email response. We would need to pass the information to our Finance team and we are unable to disclose any internal email addresses to owners or travelers, especially in this case as you require a payment and all contact needs to be logged. As stated in my previous response, this has now been escalated to our Customer Relations Department and your payment is our priorityThis is our procedure and there is no other alternative, the bank information we require is the information we need to pay youWe do not have assigned telephone numbers either to provide to youPlease kindly reply to the email sent to your from our Customer Relations Team. Best Wishes, *** - Social Media Customer Relations The *** 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 # ***Please add your rejection comments below. [If you are rejecting the business's response please enter your rejection comments here.] there was no refund flipkey has no refund policy that is my pointFlipkey sent me a cancelation notice which tells me I did not get the reservation but my *** has been charged your business does not seem to have a good reputation and I now know why my *** has not been credited you say you can see how I got confused, then something needs to be done so the customer does not get confusedand I have and email sent to me to back your statement about being confused .*** ***

If you review all of the attachments that I am sending again you will see that the property owner contacted me telling me not to worry about the cancellation message and that my dates were still booked. As a first time user of FlipKey (not a property owner) I had no way of knowing that the owner cancelled the booking saying that I requested the cancellation. Furthermore, the cancellation message that FlipKey generated did not state that I requested it, so again I had no way of knowing. I booked in good faith and I felt confident in the booking even after receiving the cancellation message due to the Protection Promise that your website listed.Mr*** called me numerous times telling me about the upgrades done on the property and answering my questions. I did not contact FlipKey until August due to the fact that I did not know I was scammed until arriving at the property and being told that I could not stay there due to someone else checking in. As I stated in my original complaint, FlipKey's cancellation loophole is what I am disputing. Your original reply said that FlipKey now gives customers the ability to cancel the booking on their end, and owners can only cancel if they cannot accommodate a guest due to non-availablility. Since FlipKey saw the need to introduce and enforce such measures on their website, this further proves my point. It does not matter to me that you did not have a history of complaints with the property owner. Mr*** took my money knowing that I had no way to get it back. FlipKey's lack of customer protection at the time of my booking is my issue.I am due a refund
Regards,
*** ***

Dear *** Thank you for raising your concerns to us through the Revdex.comWe are sorry to learn about your dissatisfaction in relation to the changes to your advertising planHaving reviewed this matter, we can see that you have already been in communication with our retention team to
discuss thisTo ensure maximum booking potential and a positive booking experience for travelers our terms and conditions require the following Accurate calendars where booked dates are clearly shown as booked Accurate rates displayed so travelers are not misled All inquiries generated by the website must be used against listed propertiesTravelers must not be directed to unadvertised propertiesYou accepted these at the time you signed up for your year’s subscriptionUnfortunately, we noticed that you were in breach of one or more of these termsWe have issued warnings to you over the phone and through email but then saw further transgressionWhilst we review these matters on a case-by-case basis, we typically enforce a one-strike policy with owners who are found to be in transgression, despite this, we did not see any improvements of the points discussedBased on this, we are unfortunately no longer offer you the subscription model but would welcome you to continue advertising with on the free listing model, where we charge an industry standard 3% commission of your rental paymentShould you decide to continue on this model, we would be happy to offer you a pro-rated refund of your subscription payment Best wishes, *** *** Senior Customer Relations Executive

Dear ***,We appreciate you bringing this matter to our attention. I can confirm that a full refund was authorized on September 23rd for $and should now be visible back on your accountIf the booking confirmation process was not clear to you throughout your experience with our
site, we do sincerely apologize After your deposit payment was made for this booking on September 14th, the owner did respond to confirm your reservation minutes laterThey outlined the dates of the reservation and also accommodated your request for an additional night stayYou acknowledged this request on September 16th and confirmed that you were pleased with this arrangement The Manage Your Booking tool was also available for you to track your booking and locate the contact details and address for the property By paying for the deposit, you are accepting the booking rental agreement and cancellation policyThis policy states that the deposit payment is non-refundableAt the time of the deposit payment, the booking confirmation information also informs you of the due date for the balance paymentThis owner has chosen to request the balance payment be due days prior to a guest’s check in dateDue to this requirement, your balance payment was due on September 17th. Automated reminder emails are sent prior to the balance due date, however this balance was not paid within that allotted timeThe reservation is automatically cancelled when a balance payment is not made The owner contacted us on your behalf to assist in facilitating a full refund for this reservationAs previously mentioned, a deposit is typically non-refundable and FlipKey cannot override the cancellation policy unless approved by the ownerOnce the approval was received, a refund was processed immediatelyAgain, we do apologize if the cancellation policy was not clear and wanted to inform you that the owner has indicated in the messages that they may still be able to accommodate your stayPlease feel free to reach out to us again if you need further assistance

We have received a call from Ms*** recently regarding this reservation refund and proceeded to follow up regarding the resolutionWe apologize if there was a lengthy wait time; unfortunately we are getting into the busier time of year for the Vacation Rental IndustryOur
global offices are now available to support our users, and thus our hours have expanded so we can offer improved supportIn our follow up to the guest, we indicated this is a technical error in our system and Ms*** is not at fault for this delay in the refund

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my is***s and/or concerns in reference to complaint # ***Please add your rejection comments below.
[The business website was unsecure. I sent a message via Flipkey and somehow the message was intercepted by a third party. I should not be held solely responsible when my intention was to conduct business with Flipkey associates. I (the consumer) was unaware that there was a fraudulent website with the name Flipkey. When I corresponded (via Flipkey website) with a customer service representative, I had no idea that the website had been hacked. How would I know that? I discussed with the customer service representative about the request from the owner and they ensured me that the transaction was legitimate. There is no where on the website did it state to only pay with credit card through the site. I did not know that I was being victimized. Flipkey associates do have documentation that I was looking for vacation homes. You do see that my intention was to book a vacation through this site. You should do a good faith gesture and refund some if not all of my money back. Thank you
Regards,
*** ***