FlipKey, Inc.

Our Trust and Safety team determined based on the evidence provided that this $should be sent to the homeowner for the broken itemsMs*** is still receiving $for the remainder of the depositWe apologize that this was not resolved in her favor, however we did thoroughly investigateMs*** is welcome to leave a review on the property to describe her stay to help inform future guests of the overall experience

Hello ***, Thank you for your message and for bringing this important concern to *** Revdex.comWe are sorry to hear that you were a victim of phising, we do take matters of fraud very seriously.Whilst we appreciate that this is frustrating for yourself and that you have lost a
considerable amount of money we are unable to assist in refunding the amount We will never advise any traveler to make a bank transfer off our website and if you do choose to make a payment off our system, then to make it via Credit Card or *** due to the protection they offerUnfortunately banks transfers offer very little protection in the unlikely event of an issue such as this occurringWe have also been in correspondence with yourself and would advise that the best course of action to take would be the following. We recommend you follow the advice we gave in our previous email to reach a resolution:Call Action Fraud as soon as possible on:*** *** *** and request a crime reference number to give to your bank.Call your bank or credit card provider, provide your crime reference number and ask them to investigate whether they can recover your money.Once again we would like to apologise that this has not worked out for you and would like to apologise for any inconveniences caused to yourself. We’re really sorry that your stay hasn't worked out as planned. We would always recommend a traveler to make a payment via our online booking system as we offer our industry leading Payment protection scheme in the unlikely event an issue occurs with the ownerPlease see our link below which states this informationhttps://help.holidaylettings.co.uk/articles/FAQ/What-is-***-Payment-P...⇄ For further assistance please do not hesitate to get in touch with a member of our team to discuss this in further details on the following numberWe hope this helps and we look forward to working with you to resolve this situation for yourself.***-*** Customer Care ***-*** Customer Care

Dear ***, Thank you for taking the time to raise your concerns to the Revdex.com and we are sorry to learn about the issues you have been experiencing.We have reviewed your recent communication with us and can see that you have since gained access to your accountAs you may be aware, 2-step
verification is a security measure we have in place to protect accounts from hacking and phishing attacks and to ensure the security of your account detailsOnce you complete verification, our system recognizes the device for any log-ins thereafter. However, should you clear your browsing data (i.eclear cashes, cookies and temporary internet files) this will remove this recognition and you will be asked verify your device againAnother reason why you may be asked to re-verify your device, is when you are using the device at a different location or network, for example if you are using the same laptop but in another office. Whilst we want to make this process as easy as possible, it is reliant on the accuracy of your contact details (i.emobile number) to ensure that the verification can run smoothlyWe understand that your contact details have since been updated so there should be no further issues in regards to this moving forward.Best wishes,*** Rentals Support

Hello ***, Thank you for your email responseWe spoke with the homeowner a number of times regarding this matter and your requests, and the homeowner eventually informed us he wished to no longer wished to receive further contactsDespite our attempts to convince the homeowner to waive the cancellation policy on your booking, the homeowner refusedWe are only able to investigate a claim based on evidence provided, and in the absence of any evidence we are unfortunately unable to further assist with your claimWe thank you for contacting us and choosing to book with FlipKey Best regards, *** 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 # ***Please add your rejection comments below.
Obviously your department cannot function without hiding behind your form letters. If it weren't so sad it would be laughableYou have never ONCE acknowledged what I am really saying is your breakdown in security, which caused all of this, but continue to just spew out the same form letter about the security of your payment system. I NEVER USED YOUR PAYMENT SYSTEM because the lack of security on your site allowed my initial inquiry (from YOUR webpage) to be phished/hacked. PLEASE DO NOT SEND ME ANOTHER FORM LETTER SAYING THINGS THAT DO NOT ADDRESS THIS.I will have my lawyer take it up with your legal team.
Regards,
*** ***

Dear ***,Thank you for taking the time to write a message on the Revdex.comI write to you on behalf of the Customer Relations Team for *** Vacation RentalsOur department is mainly tasked with handling escalations and complaints from a variety of sources from our global
community. We would first like to begin by saying how sorry we are to see that the property did not meet your expectationsWe understand you are asking for compensation and refund of the different amount you received due to the currency conversion. We reviewed the case and it was resolved within hours since your first callYou called us the 4th of October and the refund was sent back to your account the 5th of OctoberThe total booking cost was 5,USD and we refunded exactly 5,USD. We would like to confirm that we contacted the owner several times after your call and he told us that two different people tried to go to the property to resolve the issues you raised, but he said you did not allow them to enter.Regarding your compensation claim, since our Payment Protection Policy only covers up to the amount paid for the booking and as we are not a party to the rental agreement, we cannot welcome your requestWe understand you still desire a compensation for this booking, and we encourage you to maintain a dialogue with the homeowner in an effort to bridge a compromiseHowever, We do understand your frustration with regards to the refund you received due to the exchange rateWe will send you an email to arrange for the refund of the difference. Best wishes,Customer Relations Department*** Rentals support

Hello ***, Thank you for your recent contact via the Revdex.comI am sincerely sorry for the negative experience you had with us regarding your accountI am glad, however, that we were able to chat yesterday and address your concernsAs mentioned during our chat, I can confirm that we did
receive your letter to our CEO, *** ***, and this information was stored in our system for follow up with you to resolve any issuesI understand the process of addressing those issues was below your expectations and I can also assure you that we are constantly working to improve our service levels to provide you the best support possible.I would also like to quickly confirm that the refund for your renewal cost was processed back to you on May 25, and I have since also confirmed directly with you that the funds have been received successfulAlthough we are always sorry to end a business relationship on this note, please know I have recorded your feedback and this information is used to help us improve our service in the futureThank you for your time and have a good day

We appreciate the feedback provided by Mr*** and apologize that our services did not suit his needsTo populate the accurate location, we rely on the address information that is input when an account is createdBased on that address, we place the listing in the most
related search locationWe apologize if there was any discrepancy with the location detailsWe also recommend using the most updated version of *** to make any edits to the account detailsThis is the most compatible browser and will allow for any photos to be updated easily. However, due to the difficulties that Mr. *** experienced, we did provide a full refund for his activation cost. Again, we apologize for any frustrations the siprocessed caused Mr. *** and hope that he will consider reactivating his account in the future

Dear ***, Thank you for reaching out to us via the Revdex.com and we are sorry to hear that you have not heard back from our reviews team.Please kindly note, that due to the current peak season, responses from our content integrity team may be delayed and we apologize for any inconvenience caused
However, we are of course happy to follow this matter up with the team on your behalfPlease confirm your advertiser ID and email address used on your account so we can locate your details. Best wishes,*** ***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 # ***Please add your rejection comments belowRegards,
*** ***

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.
[Yes, the customer responded with a no to the partial refund, and furthermore when we attempted to leave feedback on the *** website about our experince , the customer complained about it and the feedback was removedwe The company always took the customers side even for feedback was to alert future customer of our experienceI would like the refund and our feedback to be included in the site .]Regards,
*** ***

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. Thank you *** for solving my issue
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. Obviously, I addressed my concerns for not receiving the rental house prepaid prior to us leaving TexasThe owner said that it was ***s fault for double-booking the propertyFurther, the single bed room was cheaper by at least $per nightYou can treat your customers this way and I retain the right to share my story with anyone, anywhere. I have attached pictures showing that the place we were forced to stay after being previously charged $which make it illegal to rentSo thank you for the experience, it will benefit many, many people through online media. Regards,*** ***

Hello ***, Thank you for your message and for taking the time to share your thoughts with *** Revdex.comWe would like to reassure you that we are taking your case seriouslyYou have currently raised a dispute with your credit charge company, when you raise a dispute this is settled with your card providerYou have not received your damage deposit and the homeowner has not received their rental costOur finance seem has been notified with urgency to get this resolved for you as soon as possibleIf you have any further queries then please do not hesitate to get in touch with us and we would be happy to helpWe appreciate your patience and cooperation whilst we resolve this matter for you Best 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.
[If you are rejecting the business's response please enter your rejection comments here.] Regarding the investigation from my credit card/chargeback, it is irrelevantThey just checked with *** and *** certified that they agree with the chargeThere was nothing to gain from that process in this whole issue of the fraudulent charge. *** had promised us a 3-way call with the owner and that has never happenedAnd, regarding the last minute cancellation, we had to cancel based on when we spoke to the ownerIf the owner had not asked us to not come because of his impending travels, we would not have canceledHis communication is what made us cancelAnd, he then changed his mind because either he changed his plans or got scared he was not going to get his moneyWe communicated multiple times on the phone immediately with *** to resolve thisThey never did anything to resolve the issue and finally came up with this one-sided answer that the owner's word is more reliable than our wordIt is not only dishonest business but there was lies about arranging a 3-way communication at that time.
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.
I reject this response due to the fact that it appear Flip key is allowing individuals to rent out properties without any minimal requirements for cleanliness and hot water; and then is allowing them to take the stance the property was not misrepresented. Unless the listing states that the property will be filthy upon cheand there will be no hot water; then it is a misrepresentation. Minimally, there should be an expectation of hot water and the property is clean, especially when a cleaning fee is assessed. I submitted photos, that support the conditions I speak of. It feels like a scam when these are the issues but then as a consumer you're told "you did not cancel, or that I was not denied access, for issues unless indicated in the listing one would not be aware of until check-in.
Regards,
*** ***

Dear [redacted] Thank you for raising your concerns to the Revdex.com and we are sorry to learn that the property did not meet your expectations. We fully appreciate, that after a 10-hour car journey you want a smooth check-in and start relaxing and are sorry to hear this wasn’t the case. Having reviewed the...

correspondence with the owner as well as the advert, we have to advise you that the property was not advertised to offer parking included or parking within the complex. Unfortunately, the owner was not made aware of any mobility restrictions, nor have you requested parking in advance, in which case he may have been able to organise a more suitable resolution to meet your needs. The air-conditioning was not switched on prior to your arrival as the owner chooses this to be more cost effective. However, this could have been turned on immediately after check-in, allowing airflow to cool down the property within a few minutes. Every booking through our platform automatically comes with our payment protection policy. Unfortunately, the basis for your claim does not fall under the eligible scenarios outlined in our policy. As such, any potential refunds are under the sole discretion of the advertiser, whom your booking contract lies with. We would therefore like to encourage you to discuss this matter with them, to reach an amicable resolution, which is satisfactory to both parties. We are once again sorry for your experience and hope the above alleviates your concerns.   Best wishes, [redacted] Senior Customer Relations Executive

Hello [redacted], Thank you for taking the time to write to us via the Revdex.com. I would like to apologize for any inconvenience or frustrations related to this matter. I understand the phone call you had with cancellations agent regarding this booking cancellation was left with...

ambiguity regarding whether you authorized the cancellation or not. We are happy to have waived this cancellation fee from your account, per our earlier email today from our agent [redacted]. Please be advised that any future cancellations would come with a full cancellation penalty - so we recommend accepting bookings with careful consideration for the impact a cancellation has on your guests.We thank you for contacting us and hope you have a great day. Please let us know if we may be of any further assistance.Best regards,[redacted]Senior Customer Relations Executive

Dear [redacted],We appreciate the frustration in receiving proof of payment from our Customer Support team with regards to your 1099. We are glad to hear that you are happy with this particular resolution. Regarding  the 1099 form we would like to confirm that we have notified the relevant customer support team that deals with 1099 tax enquiries as a matter of urgency so that you are able to file your taxes by the deadline of 15th April.  We would like to thank you for your patience and understanding and please feel free to contact us via the contact form for any further assistance. We hope to help you to resolve your problem regarding this particular concern and please feel free to get in touch with us on the following number 1-877-FLIPKEY or through our contact form. https://helpcenter.flipkey.com/contact_formBest Wishes, [redacted]-TripAdvisor Customer Care

Dear [redacted],Thank you for your message.We are sorry to hear that you would like to put your property offline and cancel your account. We are going to email you directly in order to provide the instructions to do so.Many thanks,[redacted] – [redacted] Customer Care