Dear ***,Thank you for taking the time to respond to us regarding your complaintWe must clarify that we did reach out to this owner regarding their rates following this complaint, they have since updated their rates following our contact with themWe must also clarify that the owner is responsible for updating their rates and when a booking request is submitted, the owner has hours to respond to the requestThey are able to accept or decline a request, if the rates are not correct at the time of the request, this can help them to modify their rates so that the rental will show an up to date seasonal rate Thank you once again for your patience and understandingBest wishes, [redacted] - FlipKey Customer Care
Dear [redacted] ,Thank you for taking the time to leave a reviewFlipKey strives to create an easy and user friendly environment to all our owners and travelers and we do sincerely apologize for the difficulties you encountered with your accountWe take owner’s complaints very seriously and aim to resolve any issues in a timely and efficient mannerI also would like to bring to your attention that owners have the option to leave their feedback or notify us of any problems with their account through their dashboardThat option is located on the top right corner under FeedbackBy using that tool, our customer support team will immediately receive the notification and take action to resolve any issues or pass forward any feedbackI do apologize if this wasn’t brought to your attention before Once again I would like to apologize for any difficulties you experienced with your accountWe appreciate you bringing a few of those matters to our attentionOur customer support team has located your account details and case historyWe will have a senior agent contact you to further address and resolve any issues related to your account
Dear [redacted] , Thank you for reaching out to us via Revdex.com regarding your bookingWe are sorry to hear of the confusion here, please allow us to clarify what happened in your caseWhen a traveler visits our site, there are ways to process a booking, the first is send an inquiry to an ownerAfter engaging with the owner they can send a quote allowing you to pay and confirm your bookingThe second which is how we recognize your booking was processed; you sent a booking request to the owner and entered your payment detailsWhen a booking request is sent you agree to a cancellation policy set out by the owner and a clear message indicates what will happen next, a request is sent through to the owner or manager who has hours to accept or reject your booking requestIn the event they accept, your booking is confirmed and subject to our terms and the owner cancellation policyI have provided screenshots to Revdex.com to show the difference between an inquiry and a booking request.Following this, we are aware that you contacted your payment provider to obtain a refundUpon investigating and speaking with the owner you booked with, they kindly agreed to overlook their cancellation policy and allow you to be refundedOn top of this we have also processed a refund of our booking fee that is stipulated at the time you booked as non-refundableYour full refund is being processed currently and will shortly be back in to the account you paid withWe have also reached out to you directly to continue our correspondence and confirm the refund has been processedWarm regards, [redacted] ***- The [redacted] Team
Dear ***, Ref [redacted] Thank you for your message Once again, we are really sorry to hear that you are not happy about this cancellation feeWe proceeded in cancelling the booking as you requestedAs 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 guestIn 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]
We are currently working with the guest on their refund and waiting for them to get back to us with the required informationThis delay in refund is not a common occurrence and we have expressed our apologies to Ms [redacted] and the guestMs [redacted] had previously contacted us about cancelling her account due to her concerns with the siteWe were able to respond to her but apologize if any remaining concerns were not addressedWe will reach out to her again to provide further assistance
The forms have now been provided to Ms [redacted] so that she may complete the required information to begin processing the manual refundOnce the forms are returned to us, we can process the refund for herWe do acknowledge the terrible inconvenience this has caused her and will be processing the refund as swiftly as possible
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 belowRegards, [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 belowThe property in question is [redacted] [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
[Since filing this complaint, I have contacted Flipkey numerous times and continue to receive conflicting excusesApproximately an hour after receiving an email from Revdex.com, I received one from Flipkey stating there was an engineering problemHowever, when I spoke to them earlier today, I was informed that I would receive and email with paperwork to start the process of receiving my funds through a manual method; I'm assuming a checkIt is now the close of the business day and still no response.] Regards, [redacted]
Dear [redacted] , Thank you for raising your concerns to us through the Revdex.comWe are sorry to learn about your experienceOne of the Customer Relations representatives for [redacted] Vacation Rentals will reach out to you via emailRegards, [redacted] Rentals Support
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]
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 On April 20, at 12:PM I received a booking request for adults to stay at my cabin for the dates April 29, to May 1, On April 20, at 3:PM (approximately hours later), I accepted the booking request for adultsOn April 20, at 3:PM (minutes after I accepted) the person who made the booking request emailed a message that read, “There will actually be of us staying that weekend, not just of usHope that's okay!” This was not okay with me for a number of reasonsI accepted and agreed to rent to people, not people so I immediately tried to cancel the reservationMy cabin is very smallIt is on a septic system with limited capacityI do not allow parties or rent to large groupsAs stated, before I immediately tried to cancel through Flipkey, but could not get a hold of anyone until the next morningThe morning of April 21, I called Flipkey and spoke with a customer service representative who did not speak English very wellIt was very difficult to explain the situation to herBut the fact is that I was charged $for canceling a guest who breached the rental agreement after only minutesThis amount was deducted from another reservationThis is a terribly unfair, punitive business practice and I request that the $be refunded Regards, [redacted]
Dear [redacted] ,Thank you for your message.We see that you have been in contact with our Customer Relations Team regarding this case [redacted] Please do let us know if you have any further questions replying to their email directly.Many Thanks, [redacted] – [redacted] 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 belowI am not wasting my time with a lengthy responseFlip Key will no longer get my businessIt's obvious that this company is not professional or reasonable enough to admit when they are wrongAgain, I am grateful that [redacted] has corrected this unfortunate situationThank you Revdex.com for allowing me an opportunity to voice my concerns against this unjust and impractible company Regards, [redacted]
Thank you for providing that informationOur Trust and Safety team is currently investigating this rental agreement and has requested further details from youPlease continue corresponding with our team and we will update you as we gain more informationThank you for your patience and cooperation
Hello ***, Thank you for reaching out to us via Revdex.comWe are sorry to learn of this poor experience After reviewing your internal case, I can see that we processed a full refund back to you to the amount of $USDThis was processed on 20th December 2016, please allow 3-working days to receive the refund***, the responses that you received from the owner is not a reflection of the service we strive to provide to our customersFollowing making us aware of your concerns we have removed them from our platform to ensure no other holiday maker endures the same negative experienceWe have reached out to you directly to offer re-booking, should you allow us to rectify this experience, our dedicated team will be here to assist you find a property and owner that will meet your needs and provide you with a positive booking experience We hope the resolution here is acceptable for yourself and look forward to receiving your responseBest Wishes,The FlipKey Team
Hi [redacted] , Thank you for your message and we are sorry to hear that the property didn't live up to expectationWe do see that you contacted on the 6th of June, unfortunately in this case you are not covered by the Payment Protection since Claims cannot be made if you choose to stay at the property overnight The holiday in this case finished on the 30th of May and we have been contacted on the 6th of JuneWe contacted the owner asking to reach a friendly agreement about these inconveniences experiencedWe will keep contacting the owner on your behalf and we will contact you as soon as we have updated Please bear in mind that we already refunded you the damage deposit for this booking on the 9th of June Many Thanks [redacted] – TripAdvisor Customer Care
Dear [redacted] ***, Thank you for reaching out to us via the Revdex.com and we are once again sorry to learn about your experience.We have reviewed your case and previous communication with us and can confirm that you are currently already in touch with our customer relations teamPlease can we kindly refer you to our most recent email sent to you today (25th January 2016) should you have any further questionsShould you have any further issues responding to this email, please reference your case number [redacted] within which we have been addressing your complaintBest wishes,The FlipKey Team
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] The company states a representative would email me, I have no record of this...so how can I respond other than NOT to accept 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 belowThe 'thorough' investigation was completely biasedWhy would I take photos of items in the home that were old, not damaged? I attached pictures of the windows that were damaged, however, as a preventive measure in the case that the owner tried to frame me for property damage that I did not causeIt is absurd to expect the traveler to take pictures of all non-damaged, functioning items in the home in the unfortunate event that the owner may claim damages AFTER the traveler has left the propertyThe owner well knows I did not cause any harm to her property and is a dishonest scam artist who may try to get away with doing this to other innocent travelers if nothing is doneI hold FlipKey responsible for the integrity of their clients and the proof I have is sufficient to give evidence that the home had a shabby-chic appearance and travelers should not be held responsible for the condition of the owner's 'vintage' items Regards, [redacted]
Dear ***,Thank you for taking the time to respond to us regarding your complaintWe must clarify that we did reach out to this owner regarding their rates following this complaint, they have since updated their rates following our contact with themWe must also clarify that the owner is responsible for updating their rates and when a booking request is submitted, the owner has hours to respond to the requestThey are able to accept or decline a request, if the rates are not correct at the time of the request, this can help them to modify their rates so that the rental will show an up to date seasonal rate Thank you once again for your patience and understandingBest wishes, [redacted] - FlipKey Customer Care
Dear [redacted] ,Thank you for taking the time to leave a reviewFlipKey strives to create an easy and user friendly environment to all our owners and travelers and we do sincerely apologize for the difficulties you encountered with your accountWe take owner’s complaints very seriously and aim to resolve any issues in a timely and efficient mannerI also would like to bring to your attention that owners have the option to leave their feedback or notify us of any problems with their account through their dashboardThat option is located on the top right corner under FeedbackBy using that tool, our customer support team will immediately receive the notification and take action to resolve any issues or pass forward any feedbackI do apologize if this wasn’t brought to your attention before Once again I would like to apologize for any difficulties you experienced with your accountWe appreciate you bringing a few of those matters to our attentionOur customer support team has located your account details and case historyWe will have a senior agent contact you to further address and resolve any issues related to your account
Dear [redacted] , Thank you for reaching out to us via Revdex.com regarding your bookingWe are sorry to hear of the confusion here, please allow us to clarify what happened in your caseWhen a traveler visits our site, there are ways to process a booking, the first is send an inquiry to an ownerAfter engaging with the owner they can send a quote allowing you to pay and confirm your bookingThe second which is how we recognize your booking was processed; you sent a booking request to the owner and entered your payment detailsWhen a booking request is sent you agree to a cancellation policy set out by the owner and a clear message indicates what will happen next, a request is sent through to the owner or manager who has hours to accept or reject your booking requestIn the event they accept, your booking is confirmed and subject to our terms and the owner cancellation policyI have provided screenshots to Revdex.com to show the difference between an inquiry and a booking request.Following this, we are aware that you contacted your payment provider to obtain a refundUpon investigating and speaking with the owner you booked with, they kindly agreed to overlook their cancellation policy and allow you to be refundedOn top of this we have also processed a refund of our booking fee that is stipulated at the time you booked as non-refundableYour full refund is being processed currently and will shortly be back in to the account you paid withWe have also reached out to you directly to continue our correspondence and confirm the refund has been processedWarm regards, [redacted] ***- The [redacted] Team
Dear ***, Ref [redacted] Thank you for your message Once again, we are really sorry to hear that you are not happy about this cancellation feeWe proceeded in cancelling the booking as you requestedAs 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 guestIn 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]
We are currently working with the guest on their refund and waiting for them to get back to us with the required informationThis delay in refund is not a common occurrence and we have expressed our apologies to Ms [redacted] and the guestMs [redacted] had previously contacted us about cancelling her account due to her concerns with the siteWe were able to respond to her but apologize if any remaining concerns were not addressedWe will reach out to her again to provide further assistance
The forms have now been provided to Ms [redacted] so that she may complete the required information to begin processing the manual refundOnce the forms are returned to us, we can process the refund for herWe do acknowledge the terrible inconvenience this has caused her and will be processing the refund as swiftly as possible
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 belowRegards, [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 belowThe property in question is [redacted] [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
[Since filing this complaint, I have contacted Flipkey numerous times and continue to receive conflicting excusesApproximately an hour after receiving an email from Revdex.com, I received one from Flipkey stating there was an engineering problemHowever, when I spoke to them earlier today, I was informed that I would receive and email with paperwork to start the process of receiving my funds through a manual method; I'm assuming a checkIt is now the close of the business day and still no response.] Regards, [redacted]
Dear [redacted] , Thank you for raising your concerns to us through the Revdex.comWe are sorry to learn about your experienceOne of the Customer Relations representatives for [redacted] Vacation Rentals will reach out to you via emailRegards, [redacted] Rentals Support
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]
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 On April 20, at 12:PM I received a booking request for adults to stay at my cabin for the dates April 29, to May 1, On April 20, at 3:PM (approximately hours later), I accepted the booking request for adultsOn April 20, at 3:PM (minutes after I accepted) the person who made the booking request emailed a message that read, “There will actually be of us staying that weekend, not just of usHope that's okay!” This was not okay with me for a number of reasonsI accepted and agreed to rent to people, not people so I immediately tried to cancel the reservationMy cabin is very smallIt is on a septic system with limited capacityI do not allow parties or rent to large groupsAs stated, before I immediately tried to cancel through Flipkey, but could not get a hold of anyone until the next morningThe morning of April 21, I called Flipkey and spoke with a customer service representative who did not speak English very wellIt was very difficult to explain the situation to herBut the fact is that I was charged $for canceling a guest who breached the rental agreement after only minutesThis amount was deducted from another reservationThis is a terribly unfair, punitive business practice and I request that the $be refunded Regards, [redacted]
Dear [redacted] ,Thank you for your message.We see that you have been in contact with our Customer Relations Team regarding this case [redacted] Please do let us know if you have any further questions replying to their email directly.Many Thanks, [redacted] – [redacted] 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 belowI am not wasting my time with a lengthy responseFlip Key will no longer get my businessIt's obvious that this company is not professional or reasonable enough to admit when they are wrongAgain, I am grateful that [redacted] has corrected this unfortunate situationThank you Revdex.com for allowing me an opportunity to voice my concerns against this unjust and impractible company Regards, [redacted]
Thank you for providing that informationOur Trust and Safety team is currently investigating this rental agreement and has requested further details from youPlease continue corresponding with our team and we will update you as we gain more informationThank you for your patience and cooperation
Hello ***, Thank you for reaching out to us via Revdex.comWe are sorry to learn of this poor experience After reviewing your internal case, I can see that we processed a full refund back to you to the amount of $USDThis was processed on 20th December 2016, please allow 3-working days to receive the refund***, the responses that you received from the owner is not a reflection of the service we strive to provide to our customersFollowing making us aware of your concerns we have removed them from our platform to ensure no other holiday maker endures the same negative experienceWe have reached out to you directly to offer re-booking, should you allow us to rectify this experience, our dedicated team will be here to assist you find a property and owner that will meet your needs and provide you with a positive booking experience We hope the resolution here is acceptable for yourself and look forward to receiving your responseBest Wishes,The FlipKey Team
Hi [redacted] , Thank you for your message and we are sorry to hear that the property didn't live up to expectationWe do see that you contacted on the 6th of June, unfortunately in this case you are not covered by the Payment Protection since Claims cannot be made if you choose to stay at the property overnight The holiday in this case finished on the 30th of May and we have been contacted on the 6th of JuneWe contacted the owner asking to reach a friendly agreement about these inconveniences experiencedWe will keep contacting the owner on your behalf and we will contact you as soon as we have updated Please bear in mind that we already refunded you the damage deposit for this booking on the 9th of June Many Thanks [redacted] – TripAdvisor Customer Care
Dear [redacted] ***, Thank you for reaching out to us via the Revdex.com and we are once again sorry to learn about your experience.We have reviewed your case and previous communication with us and can confirm that you are currently already in touch with our customer relations teamPlease can we kindly refer you to our most recent email sent to you today (25th January 2016) should you have any further questionsShould you have any further issues responding to this email, please reference your case number [redacted] within which we have been addressing your complaintBest wishes,The FlipKey Team
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] The company states a representative would email me, I have no record of this...so how can I respond other than NOT to accept 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 belowThe 'thorough' investigation was completely biasedWhy would I take photos of items in the home that were old, not damaged? I attached pictures of the windows that were damaged, however, as a preventive measure in the case that the owner tried to frame me for property damage that I did not causeIt is absurd to expect the traveler to take pictures of all non-damaged, functioning items in the home in the unfortunate event that the owner may claim damages AFTER the traveler has left the propertyThe owner well knows I did not cause any harm to her property and is a dishonest scam artist who may try to get away with doing this to other innocent travelers if nothing is doneI hold FlipKey responsible for the integrity of their clients and the proof I have is sufficient to give evidence that the home had a shabby-chic appearance and travelers should not be held responsible for the condition of the owner's 'vintage' items Regards, [redacted]