FlipKey, Inc.

Dear [redacted],Thank you for your message and for bringing this important is[redacted] to us. We are sorry to hear that you feel this way and that you experienced these problems and ultimately were a victim of fraud which is very unfortunate.  We take matters of fraud very seriously. We will never...

advise any traveller 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 [redacted] due to the protection they offer. Unfortunately banks transfers offer very little protection in the unlikely event of an is[redacted] such as this occurring. We would always recommend a traveller to make a payment via our online booking system as we offer our industry leading Payment protection scheme in the unlikely event an is[redacted] occurs. It is unfortunate to hear that FlipKey were aware of this situation and advised you to make this payment, however as this payment was made of our system we are unable to facilitate a refund for you. Please feel free to reach out to our trust and safety team on the following number [redacted]. We hope that this will be resolved soon for yourself and please do let us know if there is anything else we can help with. Best Regards [redacted]-TripAdvisor Customer Care

We appreciate Ms. [redacted] reaching out to us about this situation. We apologize if there was any confusion with her reservation details. FlipKey does not own or manage the rentals on our site and therefore it is the responsibility of the homeowner to process any cancellation for...

a reservation. If the owner cannot accommodate a guest, they can easily cancel the booking and fully refund the guest through their account. In this situation, the owner did not proceed with  that responsibility in time and was paid out for this booking.  Ms. [redacted] was encouraged by our support staff to contact the homeowner for clarification and to pursue a refund. FlipKey was also able to assist and intervene on her behalf to work with the homeowner. This owner did payout the full amount of $294 to her directly.  If Ms. [redacted] has further concerns, there is currently a case open where she can feel free to contact us for more information.

Dear [redacted], Thank you for contacting us via the Revdex.com and we are sorry to learn about your frustrations in regards to a recent cancellation.  As you are aware, cancellations result into a very negative guest booking experience and can have severe impacts on the guest's holiday. In many...

cases, travelers have to spend additional time to source alternative accommodation, often at a higher cost, and in some cases even have to change or fully cancel their holiday. Being part of the travel industry, you may appreciate that this is an experience we would like to avoid holiday makers to have. The cancellation fee is part of the terms of use of our website and is in place to cover the direct and indirect costs involved in cancellations and to manage complaints which arise as a result of owner cancellations.Having said that, we can see that you have already been in communication with our customer support team (case reference [redacted]), who have resolved this matter and decided not to charge you the fee to your credit card but as a charge to your account instead.  Please let us know if we can be of any further assistance.  Kind regards,[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. 
[No refund from Merchant.]
Regards,
[redacted]

Dear [redacted],  Thank you for your message and for taking the time to express your concerns through our platform. We appreciate that you have brought this to Flip Key's attention and would like to reassure you that we are working with you toi assist you. We are sorry to hear about your...

booking experience. Please contact our customer support line on 1-877-FLIPKEY  to discuss this further. Please could you kindly send us your booking reference so we could take a detailed look into this for you. We look forward to hearing from you in the near future.  Best Regards  FlipKey Customer Care

We do sincerely apologize for the delay of funds or any error that occurred, however I can confirm that 4 of the 5 reservations (totaling $2064.45) have been successfully paid to [redacted] Rentals. The final reservation (for $2162.36)  has been resent to their bank and should arrive in the account by June 26th.  Unfortunately our Finance Team was not able to discuss payment errors over the phone; however our support staff was able to pass along the relevant information Finance provided to get these bookings resent to [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. The property in question is [redacted]What additional information are you looking for?I am not surprised by your delaying tactics in formulating a response 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted] D'ambrosia

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]

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. That said, I do object to the claim, made in the response, that I CHOSE to cancel the reservation. I was instructed to cancel and followed that instruction.  They then ignored my requests for full refund until after I filed the complaint with the Revdex.com.
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 do not feel like anything has been resolved at all, and now my poor renters are having to deal with stupid issues with this company.  And this does not mention at all the problems I have had with someone even addressing my complaints and concerns previously.  Regards,
[redacted]

Dear [redacted],   Thank you once again for raising your concerns about your reservation for the property ‘VA Beach 1 br home just 3 blocks from the Ocean!’ to us through the Revdex.com.   We are sorry that this is not the outcome you expected. We review all property misrepresentation claims, as legitimate misrepresentation is a serious offense and against our terms and conditions. Misrepresentation is defined as material differences or defects between the advertisement and the physical rental property. You can see from the advert that the property is a two-story house. For that reason, we were unable to cover this matter under our payment protection as your claim does not fall under the eligible scenarios. On the 28th of July, prior your arrival, the owner informed you in regards to the fact that there were stairs at the property. If you login to your account, you are able to see the conversation between yourself and the owner.   As you are aware we tried to negotiate several times a refund with the owner, who unfortunately did not agree. We understand you still desire a refund for this booking, and we encourage you to maintain a dialogue with the homeowner in an effort to bridge a compromise.   We do understand that this is a sensitive time for you and we are sorry at this point we can’t intervene any further. We thank you for sharing your thoughts about your experience.   Regards, [redacted] Rentals Support

Dear [redacted],Thank you for raising your concerns to us through the Revdex.com and we are sorry to learn about your negative experience.We are able to see that on the 25th of October you sent a booking request for your next year reservation and, as you see from the owner’s messages, he had to decline it...

because the rates for 2018 were not up to date. Since your request did not go through, we did not charge you any money and we cancelled the pre-authorisation on your card.Please kindly note that since we do not own the vacation rentals on our website, we are not responsible for the listings accuracy; however, we can assure you that we do provide several tools that allow all our owners to update their advertising information as easily as possible.Following your first call, we requested the owner to update his prices and we advised him to consider offering you the rental for the original price under which you sent the booking request.Unfortunately, the renter due to the significant price difference informed us that he could not offer you the accommodation for that price but agreed to send you a new quote with the correct rental rate.Within the 48 hours after your booking request rejection, we called you and emailed four times to assist you in the booking process and if needed, to help you find a different accommodation but unfortunately, we did not receive a response from you.We confirm you that the rental you were interested is still available and if you need any help with the booking process or if you wish to book a different property, we would be more than happy to provide you further assistance.In our previous email, you will be able to find our reservation team number who can address any concerns you may have about our vacation rentals listings.Kindest regards,The Customer Relations Department

Dear [redacted], Thank you for your time raising your concerns to the Revdex.com. We are sorry to hear about your dissatisfaction following your recent contacts with us.  Having reviewed your previous communication with us, we are sorry to hear that you have incurred a 20 USD fee for receiving...

the damage deposit through via transfer. When you pay your damage deposit along with your rental payment, we are securely holding this for you until the end of your stay. We are then legally obligated to return the funds to the original payment card, which understand was no longer in use and therefore not an option for the return of the funds. We are unfortunately only able to return funds to a credit card via the original transaction and as this was not possible in your case, a manual transfer was our only option. Whilst FlipKey also incurs charges when processing the manual transfer to you, we can assure you that we do not deduct any charges from the amount you are receiving. Any charges applied by your bank for receiving the transfer, are unfortunately completely beyond our control and we are therefore unable to accept any liability for this. We are once again sorry to learn about your dissatisfaction but feel that we have done our best to ensure that the funds can be returned to you as quickly as possible. Best wishes,[redacted] Rentals Support

We appreciate [redacted] contacting us regarding her difficulties with the return of her damage deposit.  We apologize if there was any confusion or miscommunication about how the funds can be returned to an inactive card. It is a common occurrence where a card is no longer...

active yet a credit is still due, and it is something FlipKey has handled previously. Almost always, card providers work with us on receiving that refund to the deactivated card and re-route the funds to the new card. The deposit is not released from FlipKey until 10 days after the check out date.  This deposit was released on June 9th, and will now be in process to her card. We recommend [redacted] contact her card provider and make them aware that the funds are returning so they can easily re-route them to her new card. [redacted] also has a case with our support team in relation to this situation and so she can feel free to contact us anytime with further concerns. We strive to offer excellent support for our customers so we do apologize that the support provided by our team was not ideal; we will be further investigating.

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 was in touch with [redacted] and they offered a way that FlipKey clients could see a return faster. FlipKey rejected any such service. I would like think that they (FlipKey) would offer anything to help out any customer in my situation. Maybe they should contact [redacted] and change their policies for future customers.
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].  
 
Regards,
[redacted]

Dear [redacted], Thank you for raising your concerns to us through the Revdex.com. We are sorry to learn about your experience. One of the Customer Relations representatives for [redacted] Vacation Rentals will reach out to you via email. Regards, [redacted] Rentals Support

Dear [redacted], Thank you for reaching out to us via the Revdex.com and please accept our apologies for the delays you have been experiencing.Thanks to the information you have provided in your complaint, we were able to locate your case and can see that [redacted] has since been in contact with you...

regarding the issues you have been experiencing. We are happy to confirm that [redacted] advised you that the funds have been refunded and should be with you in 3 to 5 working days.We again apologize for your experience and the delays in resolving your case for you. Best wishes,The FlipKey Team

Thank you for bringing this matter to our attention and I do apologize for the delay of funds to your account. Typically a payment can fail due to incorrect details that block the funds from being successfully deposited. I can confirm the payment has been resent to your new [redacted]...

settings, so please expect to see the funds in 3-5 business days.  Please feel free to call us on 1-877-FLIPKEY if there are any further issues receiving the funds. Our system will also send you a notification if the payment fails again and we can provide assistance in investigating any errors within the account. We appreciate your patience.

Hello,Thank you for taking the time to write to us via the Revdex.com. I am sorry to see that you have not received the bank transfer just yet. 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.  I am sorry to see that you are not happy with the service provided. 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. 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. We thank you for contacting us and for choosing to list your property with [redacted] Rentals.The Customer Relations Department