FlipKey, Inc.

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 have received the refund that was requested. Unfortunately because FlipKey could not expedite expedite my refund we were forced to CANCEL our vacation. This company should have steps in place to return money faster to their customers who are forced into situations such as ours. I am not happy that FlipKey doesn't seemed concerned with helping out their customers. I will not be satisfied until this situation cannot happen to anyone else.
Regards,
[redacted]

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.

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.

Hi [redacted],Thank you for taking the time to put forward your complaint to us. After receiving this information, we have attempted to call you to discuss your case further. Our Customer Relations Team will be in contact with you to arrange a time to call as you are located in the Pacific Time...

Zone, a colleague from our [redacted] Office will be able to discuss your case further and we will be contacting you via email to arrange this.Thank you for bringing this to our attention.Best wishes,[redacted] - FlipKey Customer Care

We sincerely apologize for the delay of funds to Mr. [redacted]’ account but can confirm the payment has been successfully sent as of July 23rd.  Typically, if a payment is sent unsuccessfully, it is only returned to FlipKey after 10-14 business days. Until that time has passed, we...

are not aware the reasoning for the failed submission and we cannot attempt to send the payment again. Causes of a failed payment can be due to incorrect bank information,  invalid [redacted] accounts, etc.  Once we receive notice of that failure, we can further investigate.  For this payment our engineering team did need to be involved in the investigation, as it was not an error with the bank details on Mr. [redacted]’ account. A resolution was found and we re-sent the payment immediately. Again, we sincerely apologize this has occurred and our engineers will continue to investigate to insure an error like this does not happen on future payments.

Dear [redacted], Thank you for your message and for taking the time to share your thoughts. We are sorry to hear that you were unable to access your property and had to make alternative arrangements. Please kindly send us your booking reference so we can take a look into this further for you as we are here to help and would like to assist you. Alternatively you are able to get in touch with us on the following number 1-877-FLIPKEY and we would be more than happy to help. We look forward to hearing from you so that we can help you resolve this issue for you.  Best Regards [redacted]-TripAdvisor Customer Care

[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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear [redacted],Thank you for your feedback and we are sorry to hear that you wish to make a complaint.We can confirm that your property is now showing correctly on our website and we are sorry for the delay in resolving the issue. We do make sure that everyone is aware of any changes in fees and we can...

see that you were in contact with our subscription in October 2015 to discuss re-activating your property and any fees that are applicable.We really appreciate your patience whilst we resolved this matter and please do let us know if there is anything else we can help with.Best Regards,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]. Please add your rejection comments below. 
I have spoken to my bank, both in person and online, and they have both said the same thing, which is that you (FlipKey) must release the funds by contacting them at [redacted]. See below.[redacted],Thank you for your inquiry. If you can contact [redacted] at [redacted] to see if they will fax us over a release of authorization to [redacted] then we could remove it sooner if that would help. Please call us at [redacted] if we can be of any further assistance.[redacted]
At this point, my financial institution says they only thing they could advise me to do is to cancel my card so that no further charges can be made through your company. If possible, I would really appreciate and would accept the action by your company to release the $700+ held authorization via a fax to [redacted].I trust that this can be resolved very soon.Regards,
[redacted]

I am reaching out from FlipKey Customer Relations Department regarding complaint ID #[redacted] with customer [redacted]. We have been in direct contact with the customer and now resolved the complaint via a partial refund. It appears our public response on the Revdex.com is still pending the customer review despite resolving this with them on 12/19/16

Dear [redacted], We are again sorry to hear about your dissatisfaction with our website processes.We appreciate your disappointment in regards to the cancellation policy, however, as mentioned in previous communication, this is set by the individual owners who manage their properties themselves. We also have reiterate that the cancellation policy is available to you to review on the payment page, before you enter your details to confirm the booking.Additionally, we would advise all travelers to source a relevant travel insurance which can cover you in the event of cancellation due to unforeseen circumstances. We again encourage you to reach out to the home owner directly to discuss a potential refund of the funds. Best wishes,The Flipkey Team

Hello [redacted],We are sorry to hear that you have had difficulty receiving your damage deposit return from your booking. Unfortunately, the funds have been released from our system and have completed back to the card used to make the balance payment. I am aware that you said it was a [redacted] gift...

card that has since then been discarded. I do believe that the provider has a process in place when situations like this occur. We will also be re-opening your case with us to provide you with any information that you may need to re-claim the funds from the gift card provider. Apologies that we were unable to send the amount to a different account at the time, and for the long wait on a response. We will be contacting you at the email that your booking was made under.Best Regards,Stephanie[redacted] Customer Care

Dear [redacted], Thank you for your email. We are sorry to learn about your increasing dissatisfaction in regards to your subscription plan. Whilst we appreciate that the new subscription plan may not suit all advertisers, we did provide you with the option to review and accept our new terms and conditions at the time of the merger. Our records show that these were accepted on 23rd May 2017 and that you decided to continue advertising.However, we do not want any of our owners to be tied into a subscription if you are genuinely unhappy with its functionalities and have therefore decided to process the requested refund of 276 USD to you as a gesture of goodwill.We hope this alleviates your concerns, but should you have any further questions, please respond to Oneil's last email for further assistance. Many thanks,[redacted]Senior Customer Relations Executive

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]

Dear [redacted], Thank you for bringing this matter to our attention.Please be assured, that your case has been escalated to our customer relations team, who have responded to your complaint yesterday. Should you have any further questions, please do not hesitate to reply to yesterday's...

email. Best wishes,[redacted] Rentals support

Hi [redacted],   Thank you for your message.   We are sorry to hear that you had problems in receiving this payment for this booking. This payment has been correctly processed on the 2nd of May 2016. Normally we release the payment to owners, automatically, 24 hours after the check-in date but...

in case of failing by [redacted] it’s necessary to wait up to 30 days to the have the payment returned by them.   Unfortunately, we don’t have the facility to make a bank transfer out of the United States unless it has been included in pay-out details.   Once again apologies for any inconvenience caused.   Many Thanks   [redacted] – TripAdvisor Customer Care

Dear [redacted], Thank you for reaching out to us through the Revdex.com and we are sorry to learn about your frustrations in regards to the cancellation of booking [redacted] Booking cancellations is one of the biggest complaint drivers of the vacation rental industry due to the impact this has on the...

traveller. As such, we review this process constantly and confirm that owners have to contact us directly to cancel the booking. This allows us to have a conversation with the advertiser to establish the reason for the cancellation and to ensure that this is only processed if absolutely necessary. This also allows us to contact holiday makers immediately to inform them about the cancellation and to offer assistance on finding a comparable alternative. Please note that this process was introduced over 12 months ago. Whilst we understand that mistakes can happen, we also introduced a cancellation fee, which is applied upfront in the event that a booking needs to be cancelled. We would like to emphasise that this is not for us to profit from this unfortunate situation, but to support the significant man hours to help the guest which occur as a result or in the likely event that the guest need to source an alternative at a higher price. Cancellations have a very big impact on the traveller, who often have to amend or cancel their travel plans or are in some cases forced to find alternatives at last minute, often at a higher price. We can confirm that we have already been in communication with the traveller to discuss the cancellation and next steps. Please kindly note, that this booking was confirmed through a quote sent from yourself on 21st February 2017 and has not been cancelled until 27th March 2017, with only a few days before the booking is due to start. Advertisers have the responsibility to ensure that quotes are only sent if the property is available to ensure that bookings can be honoured. Due to the significant delay between booking confirmation and cancellation, the traveller is now severely impacted and we are therefore not able to waive the cancellation fee on this occasion. Kind regards, [redacted] Senior Customer Relations Executive

Dear [redacted],We are sorry to hear about your experience with your booking and the lack of communication from the advertiser. We have investigated your case with the reference [redacted] and can see that the relevant home owner has been in touch to confirm that your funds can be returned as they...

are unfortunately not honoring the booking.Our finance team has confirmed that your full refund is currently being processed and we will confirm again once this has been disbursed. Please again accept our apologies for your experience and delays you have been experiencing in retrieving your refund.Best wishes,The FlipKey Team

Dear [redacted], Thank you for reaching out to us via the Revdex.com and we are sorry to hear that you have not been able to locate your refund. Rest assured, we can confirm that your refund has been processed on 26th May 2017 in accordance with the owner's cancellation policy. The amount of 662.50...

USD (which includes your 400 USD damage deposit) has been returned to your original payment method. Please note, that this typically takes 3-5 working days but can sometimes take up until the next statement month with some credit card provider. If you continue experiencing issues locating the funds, please contact our customer support team at [redacted] Best wishes,[redacted]Senior Customer Relations Executive