FlipKey, Inc.

Hello [redacted], Thank you for your contact. We are sincerely sorry for any frustration you have experienced during this process. We see that you had contacted our Customer Support Team to cancel your reservation as the unit is not suitable. Upon receiving your contact, we reached out to the owner...

and received their authorization to waive the cancellation policy on your behalf. We also see that our agents provided a contact number for you to reach us in order to process your cancellation over the phone. At this time, your reservation has been cancelled to process a full refund and the full amount (748.67 USD) was released back on 1/21/17. The funds should post to your account within 3-5 business days from the release date. Thank you for your patience and cooperation during this process. If you require any additional assistance, please reply directly to the latest email sent to you by our Customer Support team and we will be happy to help.

Hi [redacted], Thank you for taking the time to provide feedback and we are sorry that you wish to make a complaint. We have been in contact with yourself and we have made you aware that unfortunately the traveler has raised an [redacted] Chargeback against their booking with yourself. This means...

the funds have unfortunately been frozen.We do appreciate the frustration this has caused, however please be rest assured that we do not holds funds unless absolutely necessary. In the case of a Chargeback being raised, it is out of out control and once the claim has resolved, we will let you know the outcome. We appreciate your patience on this matter and we get back in contact as soon as we have any further information. Best Regards, [redacted]-FlipKey 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].  
This is the the same exact email you sent last time. Just another run around. You are a scammer by not taking any responsibility.  
Regards,
[redacted]

I am reaching out regarding the unresolved complaint. #[redacted] The consumer contacted Revdex.com with a complaint that we will billed his card for an advert subscription in February 2016, he claims he contacted us to cancel the renewal of his subscription prior to the date we charged him. We did explain in our response to Revdex.com we are reviewing our records and reaching out to the consumer this was on 18th February 2016.   Please find below the email the following we issued the following day (19th February 2016) confirming deativation and a full refund as the consumer desired.  In this case. We understand a action was required as the consumer did not accept our response, we did however follow up with the consumer internally and resolve his concerns. We did this by removing his account and refunding him his Subscription cost. As a business, when a owner wants to change or cancel their account type with us, we offer various other account types in the event they want to remain on our platform.   Please let me know if you require anything else from us regarding this complaint. Many thanks, [redacted]Senior Customer Relations[redacted]

Hello [redacted], Thank you again for speaking with me regarding your case. I see that the difference in cost between your original booking and new accommodations appears to come to $[redacted]. We take these matters very seriously and are following up with the original advertiser you booked with. I have followed up regarding this with a separate email to you directly. We are incredibly grateful you chose to book with our service and we look forward to assisting further.  [redacted]Senior Customer Relations Executive

Dear [redacted], Thank you for your response and we are sorry to learn about your ongoing dissatisfaction. As discussed in our previous email, we have immediately contacted your guest to discuss potential alternatives following your cancellation. We hold the funds until we have spoken to the guest, in the event that the payment is required for a new booking. The payment was processed to the guest, immediately after the cancellation was discussed.Further to your initial email, we have also raised this matter to our technical team for further investigation into the alleged issues with our calendar synchronization. Please kindly note, that [redacted]'s booking was confirmed on 23rd February 2017 and that your [redacted] booking sync was processed on 13th March 2017, indicating that this booking was confirmed after the booking through our platform was accepted. Furthermore, we can confirm that there have been no technical issues, delays or disruptions with our calendar sync functionality, nor with the sync process with [redacted]. We do not feel that this is fair on the traveller who has been looking forward to their stay at your property and can therefore not waive the cancellation fee which is stipulated in our terms of use. As discussed, advertisers have to ensure that their property is available when accepting a booking to avoid the stress and dissapointment caused to the guest as a result of a double booking.We hope you can appreciate the above and can consider this moving forward. Many thanks,[redacted]
Senior Customer Relations Executive

Dear [redacted], Thank you for your message. Ref. [redacted] We are really sorry about these problems with your booking.  Please be advised that this booking is confirmed for the dates Wed 13 Jul 2016 @ 15:00 - Mon 18 Jul 2016 @ 11:00 (5 nights). You have made a...

full payment on Fri 15 Apr 2016 @ 22:13 UTC. We investigate it for you and we can confirm to you that you sent a booking request on Fri 15 Apr 2016 @ 03:16 UTC and the owner accepted it on Fri 15 Apr 2016 @ 22:13. Following your message we understand that you have also booked another since you though the property was not available.  Kindly note that if you cancel the booking as per the cancellation policy you will receive a 50% refund of the total cost if you cancel by 15:00 UTC on Wed 15 Jun 2016.   Unfortunately, the cancellation policy is solely down to the owner and if you are cancelling the booking for any reason, then they do have the right to apply this. When making the deposit, the cancellation was shown to you and by making the payment you agreed to it.  We did contact the owner on your behalf but once again we must stress that this is solely down to their discretion of the owner if they wish to refund you back. Once again apologies for any inconvenience caused. Best regards [redacted]

Dear [redacted], Thank you for reaching out to us on the Revdex.com. We're sorry to hear that you would like to leave us but can confirm that we've now deactivated your listing. This means, that it will be no longer searchable on our website after 24 hours. You can also unsubscribe from our...

mailing lists, by clicking on the 'Unsubscribe' button on any of our emails. We're unfortunately unable to fully delete your account from our records for a number of legal reasons. However, a member of our customer relations team will be reaching out to you directly to provide you with more detailed information on this. We're once again sorry to hear that you no longer wish to advertise with us but please let us know should you change your mind.  Best wishes,[redacted] Rentals Support

Dear [redacted],Thank you for taking my call today.We hope that we will be able to solve the issue as soon as possible, we just sent you an email and we look forward to your reply (Case Number: [redacted]).Many thanks[redacted] - [redacted] Customer Care

Hello [redacted], Thank you for speaking with me today, it was a pleasure speaking with you. As we discussed, the homeowner agreed to the following refund structure: $766.67 refund of rental cost$150.00 refund of cleaning fee$250.00 refund of pet deposit$1,166.67 USD total refundYou have...

been released a refund of $951.67 USD on February 8th. You are due a further refund of $215.00. I am processing this refund back to your original form of payment now and this should be released by our payment processor within 24 hours. Please allow 3-5 business days for your card provider to process the transaction and credit your account with the funds. I have also emailed you this information directly.I would like to again express our apologies for any frustration or inconvenience involved, and we sincerely appreciate your continued patience. It has been my pleasure to help bring this case to a close, however please do not hesitate to reply to this email with any further questions. We are grateful for your business and always happy to help! Best Regards,[redacted]Senior Customer Relations Executive

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]

The company is completely biased towards the vacation rental owner who pays a monthly service fee to keep its vacation rental listing on the website. If they ignore or even worse condone the dishonest, unjust claims of the rental owner, I would like to file a complaint to which I am due partial compensation for FALSE ADVERTISING. The company lists the rental as a one-bedroom when in fact the owner herself even refers to it as a STUDIO since there is no bedroom door. (See attached photo as proof). I booked a ONE-BEDROOM & upon arrival realized the property is actually a studio. The company has also pretended to put the owner's account under review for unsafe broken windows and unsteady walkways but when I inquired about the status of the review, they did not give an update. If this matter needs to go to the proper legal proceedings, I have no problem doing so. All corrupt, biased businesses should be accountable for their actions. In fact, the rental property is under investigation by the city of [redacted] for possibly NO SHORT-TERM RENTAL PERMIT. What kind of a company doesn't check the properties legal registration before listing it on their site?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.  
Regards,
[redacted]

I write to you in regards to complaint ID# [redacted] with customer [redacted]. As this complaint remains on our account as unresolved, I would like to present evidence and substantiation for this complaint to be re-examined. The customer originally contacted us on February 23, 2016 to cancel a reservation because his property was double-booked. During this contact, our agent advised that any owner initiated cancellation results in the owner receiving a $150 USD fee, in accordance with our Terms & Conditions which the customer agreed to on or before October 19, 2016. The customer had initiated this reservation by issuing a quote to a guest. By default, quotes sent via FlipKey have a lifespan of 7 days and we ask owners to set this up during account creation, also giving the option to change this later at any time. The customer had intended to adjust the quote lifespan to 2 days but only did so in the wording of his quote email and not through the quote settings in his account. The property was reserved via another site shortly after the customer believed the FlipKey quote had expired. Approximately 5 days later, the FlipKey traveler submitted payment and the owner contacted us to cancel. The customer denied responsibility for the above mistake stating it must have been a system error. The agent in contact with the customer initiated an investigation with our Technical Team who found no errors in our system. As such, the full $150 USD penalty was assessed. The customer still wished to discuss this with a US based agent and from my review, I did not find this follow up occurred. I have now called the customer to apologize for the delay and any confusion. Given the long contact delay and poor response to his issue, I offered him a credit to his account for $150 USD which he has gladly accepted. He is now aware of how our system operates and fully intends to continue using our service moving forward. Can we have this complaint evaluated for changing to a resolved status? If any evidence of this credit or any other information regarding the case is required, please let me know and I will follow up accordingly. Thank you for your assistance.

Dear [redacted],Ref. [redacted]Thank you for your message.We are sorry to hear that the guest experienced some issues to receive the damage deposit. We would kindly confirm you that the damage deposit has been automatically sent to the guest on the 23rd of September 2016. Unfortunately, we have not...

been contacted by the guest nor by you regarding this issue. We would kindly suggest you to contact us in case of any issues with your account (please follow this link to our contact details http://bit.ly/2a2nK2l).We are going to contact the guest directly in order to provide all the proof of this refund in order to be able to check with [redacted] directly.Thank you for your help and cooperation.Many thanks,[redacted] – TripAdvisor Customer Care[redacted]

Unfortunately FlipKey was not made aware of any reservation difficulties that this traveler encountered until a [redacted] dispute was raised.  We were not immediately provided an opportunity to investigate this case following our normal processes or assist in working on a...

resolution with the owner. After reviewing the claim details for the [redacted] dispute, our team determined that we are not able to provide a refund for this reservation since the terms of Our Peace of Mind Guarantee were not met. A link of our terms is provided here and an outline of the relevant conditions is copied below. [redacted]·       The term “Misrepresented Listing” shall mean a Listing with hassuch Material Differences or Defects to the as-described and advertised Listingthat you rented, where: you are unable to rent the Listing as intended; yourefuse to occupy the Listing; you document the material differences between theactual Listing and the Listing on FlipKey; and you notify the Supplier andFlipKey on the first day of your expected rental term.·        “MaterialDifferences or Defects” shall be determined in FlipKey’s sole discretion and,among other exceptions, shall not include the refusal to occupy the Listingbased on the cleanliness of the Listing; minor differences in the location ofthe Listing to area attractions or maintenance issues with amenities orservices.Since we were not notified on the day of check in, and were not provided any supporting evidence for the claim, we cannot override the owner’s cancellation policy. The owner was contacted on the traveler’s behalf and indicated that they attempted providing necessary items for the toddler, but the travelers still felt the property was not suitable. We do apologize that this property rental was not up to the standards of these guests; however the traveler will need to continue contacting the owner to work towards any option for compensation. We are also happy to reach out to the owner if further assistance is required.

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 company that used a bait and switch tactic never made amends to me, nor did they even try.  Their response to the Revdex.com was dishonest.  They advertised one price, let you book the room, and then called and stated the room is actually much more.  I had to either pay or find another place to stay, while they had a deposit held on my credit card.No attempt was made to make this right.  I looked on their website the next week and they were still advertising a false rate.
Regards,
[redacted]

Dear [redacted], Thank you for raising your concerns through the Revdex.com and we are sincerely sorry to learn about your experience. A member of our customer relations team has been trying to call and email you but we have unfortunately not yet received a response. Following your complaint, we...

have discussed this matter with the home owner who is willing to address your concerns and work on an amicable resolution. Please kindly reply to our latest email (case reference [redacted]) with a suitable time to reach you and we will do our best to assist and facilitate communication with the advertiser.  Best wishes,[redacted]Senior Customer Relations Executive

We do apologize for any difficulty Ms. [redacted] had contacting our support team. We can be easily reached via our contact form at https://helpcenter.flipkey.com/contact_form.  Our support team has assisted in updating the location on her listing as was requested, however we do...

not see any further queries regarding the difficulty accessing her account. There may be confusion since she has two accounts on our site. One account is live and has account number [redacted]. This account has several inquiries from guests and Ms. [redacted] can log in to her account to reply to those inquiries or reply through the email notifications she receives via her [redacted] account.  Currently she has a 100% response rate for those messages. The other account is [redacted] and is currently not live. Ms. [redacted] can reply to the latest email from our support team to re-open her case if she has further concerns regarding either account.

Hello [redacted],  Thank you for your contact. I am sincerely sorry for any frustration you have experienced during this process. I see that you have been in contact with our Customer Support team regarding your booking and the issue remains unresolved. In reviewing your communication with...

the owner, I also see that you clearly asked him to decline your booking request prior to acceptance as you had made a mistake in submitting it. Although you were not eligible for the cooling off period as your booking was less than 60 days from your time of payment, I have followed up with the relevant team to have a full refund processed for your original payment, in consideration of your negative experience. You will receive a further confirmation email once this has been released. I would like to once more extend our sincere apology for the negative experience and I can assure you that this is not the type of behavior we encourage. As such, I am also following up with the owner to help educate them on how to better handle such a situation in the future. I am also following up with the agents who have handled your case previously to ensure we handle such situations better for any future traveler. Thank you for your cooperation and understanding. If you require any additional assistance, please let me know via direct reply to my email.

Dear [redacted], Ref. [redacted]   Thank you for your message.   Once again, we are really sorry to hear that you are not happy about this cancellation fee. We proceeded in cancelling the booking as you requested. As you stated on the conversation with the guest you had to cancel the booking “due to an unexpected problem with the septic system”. We do see that the guest informed you about the different number of guests but after that you cancelled for other reasons as per your conversation with the guest. In case of cancelling the booking for these reasons, as per Terms and Conditions, the cancellation policy has been applied.   Once again apologies for any inconvenience caused.   Many Thanks [redacted] – TripAdvisor Customer Care[redacted]