FlipKey, Inc.

Hello ***, Thank you for bringing this matter to our attentionWe are
sincerely sorry to hear that you have had a negative experience reserving a
property through our siteOnce this case was brought to our attention, a
senior member of our team took immediate action to look into this
furtherThe
owner was contacted for explanation and the details of the cancellation were
reviewed by a member of our teamThis case was simply a misunderstanding
between owner and guest, since owner did not actually intend to ask the guest
to cancelUnfortunately, the reservation was cancelled by the guest and this
triggered the cancellation policy which did not issue them to a full refund
After resolving the issue between owner and guest, FlipKey has also made sure
the guest receives the full refund to which they are entitledWe are sincerely
sorry for any difficulties experienced by this guest and we continue to offer
our support to help them with any future issues

Dear ***,We have carefully checked all correspondence with relation to your caseWe can see that the guest had sent an inquiry for April 22-and the guest asked for an additional people within the first inquiry, you responded after a quote was sent that there would be an
additional charge of $The guest then asked for your contact details which you tried to send them your number and then you notified the guest that it blocks the messages. A new inquiry was sent with different dates April to and was happy to accept the additional $charge for the new dates requested and therefore you sent a new quote to the guest The guest then misinformed you by stating that he paid for the booking which was incorrectWe never received any payment from this guest or was there any attempt We can then see that you made several attempts to circumvent the system which is against our Terms of UseYou coded your email very clearly and then informed the guest that FlipKey is having issues which was incorrect informationAt no point did you contact us for any assistance via email or by telephone in relation to this inquiryAll our calls are recorded and all email activity is logged The guest did contact us for assistance on April and was advised that no payment has been taken as he has a quote onlyThe only contact we have from you is a copy of this complaint which was sent using our contact form. Our Trust & Safety team take circumvention very seriously and because of the actions you have taken you've been removed from our website and the only way you can come back online is if you decide to pay the annual subscription. We have a Customer Support team in place to assist all our owners and holiday makers and unfortunately you did not contact us for this assistanceWe would have been more than happy to have helped you both to complete this booking as it is in our interests that you get bookings and the guest has somewhere to stay for their vacation Best wishes,*** - FlipKey Customer Care

Hello ***,Thank you for writing to us via the Revdex.com and I would like to apologize for any confusion or frustration this situation may have causedWe have reviewed the call recording of your original phone call with our reservations agent which took place on February 6th,
Upon reviewing the call we have found that you did indeed request Unit #7, property ID#***We see that the next day after this phone call took place on February 7th, you requested to change your unit to a bottom floor unit and the property manager agreed to your request.After being notified the property manager agreed to your request, you then requested a cancellation of the booking with full refundWe passed your request to have the homeowner's cancellation policy waived to the property managerWe have now been notified by the property manager that she has agreed to waiving the cancellation policyDue to your dissatisfaction, FlipKey is also agreeing to waive our booking fee to you so that you are refunded in fullYour full refund is now processing, and will be released back to your original form of payment within hoursPlease note this refund may take place in two separate transactionsWe thank you for choosing to book with FlipKey, and please let us know how we may be of any further assistance.Best regards,***Senior Customer Relations Executive

Hi ***, Thank you for taking the time to write your complaint.We can see that you are already in correspondence with our Customer Relations Team in case number ***, Your latest email has been received and a Senior Customer Relations Executive will be responding
to your email. Many thanks, *** - *** Customer Care

We apologize for the delay of these funds to the owner’s account Our Finance and account management team has worked diligently to follow up with *** *** to confirm the arrival of the fundsThe payments were delayed due to incorrect bank information on file. Once funds
are sent to a bank, it can take 10-business days before the funds return to FlipKey as ‘failed’At that time, we required the client to update their details and then we immediately send the funds againIn this situation, there were unfortunately several payments that encountered this errorThere is still a case open for this client, so if any further difficulties arise they can easily reply to their most recent email with further concerns

Dear ***,We appreciate the time you have taken to contact us regarding thisWe have your case details and a senior member of our Customer Relations team has notified you outlining the process you've experiencedOn Feb you had sent the owner a message stating you were interested in booking
the property to which the owner had replied to you with a quote generating booking reference number *** to which the deposit was due Feb While this quote was waiting for you to make a payment, you sent the owner another message on Feb 11th with a booking request which generated another reservations number ***This request was accepted by the owner and an email confirmation was sent to you. Since the owner had accepted your booking request the quote was automatically cancelledTherefore, you received a notification stating your quote has been cancelled as the property was already booked for the same datesHowever, it was booked by youYou can also see that the booking reference number on each email you received had a different booking reference numberIn the case the guest is not fully sure if their reservation is still active or has another question, this information can be viewed under “manage your booking” tab available on the top right side of the FlipKey page or they can also contact our customer support line for immediate assistance.Since the cancellation was processed on your end, the funds are automatically released to the home ownerThe home owner has unfortunately decided not to assist you further by refunding you the deposit amount theyreceivedThis is because they have notified us via email that before you cancelled they had a booking confirmed We are sorry that this is not the outcome you've expected throughout this process. Best wishes,*** - FlipKey Customer Care

Hello ***, Thank you for your message and for bringing this attention to TripAdvisor Revdex.com.We are sorry to hear you experienced problems regarding your account being deactivatedFor security reasons we are unable to allow you online and we can not discuss these details furtherPlease
get in touch with our trust and safety team on the following number1-*** if you have any outstanding questions and they will be more than happy to get in touch with you. Best Regards ***-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 # ***
Thank you for your efforts to resolve this conflictAll I want from Trip Advisor is my moneyIt is fine that they have their reasons for not reactivating my account but it is only fair that my money is paid for having hosted a client through them
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 # ***.
What you wrote was true as they said the A/C issue would be resolved that day but it wasn't resolved it broke again that day the offer was contingent on that issue
Regards,
*** ***

Hello ***,Thank you for taking the time to write to us via the Revdex.comI want to begin by saying how sorry I am to see your booking was cancelled by the advertiserI do see the homeowner informed you via a direct message that he was not longer able to honor your bookingWe expect
our advertiser's to immediately notify us if a booking must ever be cancelled, and unfortunately we initially experienced some difficulty in contacting the homeowner. We have since confirmed the cancellation with the homeowner, and your full refund was released and processed back to your original form of payment on April 5thSome card providers may take up to business days to post the transaction back to your account.We regret the advertiser was unable to honor your booking as originally agreed, and we do hope we are able to assist you in the futureIf we can be of any further assistance in any way, please let us know.***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 # ***.
[My request was for a partial refund which I never received a response for and I also want my review published, it was published then removed per the owner's request because it wasnt a positive oneThats is completely wrong, I should be able to leave the review for others to seeI find it insulting that my experience cannot be shared with others]
Regards,
*** ***

Dear ***, Thank you for contacting us through the Revdex.com and we are sorry to hear about your dissatisfaction. We understand that you needed to change dates of your booking and contacted our customer support for assistanceWhilst our team has managed to facilitate communication with
the owner and sent you a revised quote for your requested dates, we are sorry to learn that our service did not meet your expectationsFollowing your complaint, we have once again reached out to the owner, whom is your contracting party, and can confirm that *** is happy to waive her cancellation policy on this occasion. We are therefore pleased to confirm that your booking *** has now been cancelled and that a full refund of your payment is being processed back to your original payment methodPlease allow the usual 3-working days for the funds to reach your account.We once again apologize for your experience and hope that this has alleviated your concerns. Best wishes,*** ***Senior Customer Relations Executive

We do apologize for any confusion regarding the facilities or location described for this property The property owner has been contacted regarding any claim for a discrepancy in their listingAll advertisements are controlled and updated by property owners but FlipKey
does require accurate details be uploaded on their listing pageThis specific property description does indicate the view from the balcony is of the marshes and the beach is across the boulevard. However, due to any confusion, the owner has generously offered to refund the guestA full refund was initiated for the reservation and *** *** will be seeing the funds back on his credit card within the standard processing time of 7-business days

FlipKey is very sorry to hear the owner had to cancel this reservation at the last minuteThis is not behavior we condone on the site and we will be filling a formal complaint against the accountAs soon as a cancellation is initiated by an owner, our system takes hours to
release the funds from our processorThis is a time-line which cannot, unfortunately, be expeditedOnce released, payments do have a processing time to be sent back to the accountProcessing time can vary depending on the method used to make paymentFor this reservation, PayPal was used and processing time can be as swift as hours or as long as business daysThe PayPal refund time is not a process FlipKey has any control overThis is typical processing time of any online refund when crediting a payment to an accountA supervisor was able to assist the guest with this information, but unfortunately there was not a way for us to expedite this refundWe do apologize if the funds did not appear in her account right away, but are confident she has now seen them back on her statement at this time

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 am rejecting the business response because they are now telling me that to get my refund I need to contact the ownerThe only reason the owner has my money is because *** *** mistakenly gave him the money before the issue had been resolved*** *** admitted this mistake! And now they are telling me to go get the money myself! This is beyond ridiculousThey have a price guarantee, which is the only reason I would have even tried to book a reservation onlineThe guarantee was supposed to be a sure thing, that if the property was not as promised that I could get my money backAnd from other reviews I've read and horror stories posted online, it appears that *** *** is notorious for refusing to refund moneyThey have been giving me the run around since day and when it was their mistake that they released money to the owner then it should be their responsibility to get it back from him and refund meI shouldn't have to beg a man I don't know who lives in another state to refund meAnd from what I've seen he is in default on the property that was in question that I didn't stay at. Long story short, I reject *** ***'s response whole heartedly
Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve any issues and/or concerns in reference to complaint # ***
The business is not acknowledging any issues with their technology, process nor business practices and still intend to profit from a situation which is not supposed to profit anybodyHosts have no incentives to cause nor deal with those issues and the business should be responsible for the costs associated with issues they caused because the calendar did not synch properlyMoreover the company is holding the guests hostage by not releasing their funds and bookingFlipkey is holding the funds and I am notThey are clearly taking advantage of this situation and not helping anybody but themselves
Regards,
*** ***

Hello ***, Thank you for your recent contactI am sincerely sorry that your reservation was cancelled and for any stress you have experienced in connection with this cancellationI would like to clarify a few points regarding this cancellationAt the time of your contact in
November, the reserved property had been temporarily deactivated by theproperty managerYour reservation had not been cancelled and the manager remained active via their accountAs such, we offered to help you submit payment over the phone and you accepted this assistanceWe were once more contacted on December 6th when you had concerns about receiving no response from the ownerWe reached out and received a response shortly thereafter confirming the manager would not be honoring the reservation and requesting cancellationWe certainly understand cancellation of a reservation is a stressful experience and we require owners on our site to discuss this cancellation with us over the phone to help either entirely prevent the cancellation whenever possible, or help discuss options to decrease the inconvenience of the traveler involvedUnfortunately, we were unable to prevent the cancellation and the manager proceeded with cancellationAs such, we have offered a full refund of the amount paid via our system, along with a gesture of goodwill to help assist you in book a new alternativeI also see that we have had a direct discussion with you today (12/13) to help reach a resolution of your case and we are currently awaiting further information from youPlease follow up with us directly there and we will be happy to assist youThank you for your continued cooperation and understanding

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Hello ***, Thank you for your recent contactI am sincerely sorry to hear that you are having issues accessing your accountI did not find a record of contact under your account regarding this issue and if you still require further assistance with this issue, please let us knowI have
checked your account information in our system and I see that you contacted us on October 3, when you were having issues finding your property live on our siteI also see that the property was deactivated manually by you on July 26th and the property was manually reactivated on November 1, 2016, due to your requestThe current renewal date on file for your property - Winter Wonderland, Destination Bend? 1/20-27, 1/29-2/10, 2/12-24, 2/26-3/2!- is April 7, In checking your account, I see that you have received many inquiries during your renewal period to which you have replied thus showing the account has been used during that periodAt this time, I can offer you a pro-rated refund for the month delay mentioned above and the remaining days of your renewal period (days) for the amount of $USDIf you would like us to deactivate the account and process the above credit, please confirm and I will follow up with you accordinglyThank you for your time and have a pleasant day

Dear ***,Thank you once again for your response regarding your complaint We appreciate the time you have taken to contact us, we are really sorry that you feel you have had a negative experience with our Customer Service team, we always aim to provide efficient and reliable service I am sorry that you have not received it on this occasion We have confirmation from our Customer Relations Team that they have spoken to you about the Damage Insurance claim. The claim has now been resolved following careful investigation of the evidence provided, we understand that there has been some delay, as discussed with Customer Relations, our website is ever evolving and new processes and features will be introduced, this is in the interests of our home owners and travelers, to make the website consistent and a functional service For future assistance regarding your account, as discussed with our Senior Customer Relation Executive, please feel free to contact our Customer Support, or alternatively reply to any emails received from our Customer Support team. Many thanks,*** - *** Customer Care