Dear ***, Thank you for raising your concerns to us through the Revdex.com and we are sorry to learn about your experienceMy name is Bianca and I am a senior member of the customer relations team, within which we address high priority and cases of complexityWe are sorry to learn that you had to cancel your booking so soon after this being confirmed Having reviewed your previous communication with you, we can see that the advertiser has agreed to offer you a refund of their rental payment, which we can confirm has been processedPlease allow the usual 3-working days for your refund of 2,USD to reach your original payment methodIn regards to the booking fee, we have to advise you that this is unfortunately non-refundable in the event of a cancellationWe apologise if you feel this hasn’t been clear enough at the time of booking and we of course appreciate your feedbackWe can confirm that the booking fee is included in the breakdown of your booking costs at the time of booking (please see first screenshot attached, named ‘Flipkey booking fee – payment page’), as well as within the cancellation policy further down on the check-out page (see second screenshot named ‘FlipKey booking fee – cancellation policy’)Please kindly note that we have used an example booking for both screenshots and the dates/prices thereby don’t reflect the prices of your bookings We are once again sorry to hear about the cancellation of your booking but are unfortunately unable to provide you with a refund of the booking feeIf you have any further questions regarding the above, please do not hesitate to contact us Best wishes, [redacted] Senior Customer Relations Executive
When a Booking Request is submitted through our site, a pop up window appears that mentions a confirmation email will be sent within the next minutesIf an email is not received, then we indicate that a guest should search their junk/spam folders and contact us immediately for assistanceWe also reiterate that a traveler will be receiving another email within hours; as soon as an owner confirms or denies the submitted requestThis request was accepted by the property owner July 12th, approximately hours after the original submissionTherefore, the guest would have received two notifications regarding this booking request and was informed to expect these confirmations within hoursWe also provide a Manage Your Booking platform that allows a guest to enter their details and track the status of a pending request Unfortunately we are not able to provide a full refund for this reservation, as the owner was expecting to have guests at her property and did not have time to re-book and recoup a potential rental lossSince a traveler is notified to expect these emails, we would suggest contacting us after the hour time-frame if they are not received and prior to finding alternate accommodationsAt this time, it would be at the discretion of the owner if she wishes to provide a refund of 50% based on the cancellation policy stated in their rental agreementWe do sincerely apologize that this was not a seamless booking process and for any inconveniences caused
Dear [redacted] ,Thank you for reaching out to us via the Revdex.com and we are sorry to hear about your dissatisfaction.First and foremost, we would like to apologize for the delays you have been experiencing so far and we can assure you that we have now once more chase our finance team to address this matter as a priority.We will update you again via email as soon as we can to inform you that this has been processed.Please once again accept our sincere apologies for the delays to date and we genuinely appreciate your assistance with housing these guests during this difficult situation.Kind regards,The FlipKey Team
Dear [redacted] , Thank you for raising your concerns about your reservation to us through the Revdex.comWe are truly sorry to hear of your dissatisfactionOne of our support representatives has sent you an email to address your concernsWe thank you for sharing your thoughts Regards, [redacted] Rentals Support
Hi [redacted] , Thank you for taking the time to provide feedback and we are sorry that you wish to make a complaintWe 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 yourselfThis 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 necessaryIn 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 outcomeWe appreciate your patience on this matter and we get back in contact as soon as we have any further informationBest Regards, [redacted] -FlipKey Customer Care
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
Dear ***, 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 travellerAs such, we review this process constantly and confirm that owners have to contact us directly to cancel the bookingThis 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 necessaryThis also allows us to contact holiday makers immediately to inform them about the cancellation and to offer assistance on finding a comparable alternativePlease note that this process was introduced over months agoWhilst 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 cancelledWe 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 priceCancellations 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 priceWe can confirm that we have already been in communication with the traveller to discuss the cancellation and next stepsPlease kindly note, that this booking was confirmed through a quote sent from yourself on 21st February and has not been cancelled until 27th March 2017, with only a few days before the booking is due to startAdvertisers have the responsibility to ensure that quotes are only sent if the property is available to ensure that bookings can be honouredDue 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 occasionKind regards, [redacted] Senior Customer Relations Executive
Dear ***, Thank you for your response, we are sorry that you remain unhappy with our commentsWe do agree that your booking was confirmed by a receipt sent to you by ***, this was explained in our previous response and I apologize this was unclearWe have gone through the same process you went through to secure your bookingWe have identified that the process that you experienced was not the same of which we explained in our previous responseWe can see the process does differ and you did not go via our manage my booking part of the site that we had previously understoodIn this case you were directed to a FlipKey by [redacted] inbox, we apologize we had previously misunderstood thisI can see the page you landed on did not express any clear indication on the currency you was paying for the reservationWe are also sorry for your dissatisfaction with the handling of your case, we are looking into the contact you have made with our support team to understand why it has taken so many emails and yourself resorting to Revdex.com for resolution of your complaint We will now reach back out to continue to work with you on resolving this and look forward to speaking with you directlyWarm regards, [redacted] Senior Customer Relations Executive
Dear [redacted] ,first and foremost, please accept our apologies on the inconveniences you and delays you have been experiencing on this matter. We have been able to locate your case and see that you have not recently been updated on the progress and further steps we have taken with our finance... team. We can confirm that we have unfortunately duplicated your payment but have also received confirmation that any payments taken in error will be refunded an returned to your card in 2-3 working days.We will also arrange for a senior agent to take on your case and reach out to you again directly, in order to keep you updated on the process the next few days.We again apologise for the inconvenience caused and will update you again shortly.Best wishes,The FlipKey Team
Hi ***, Thank you for your message We are sorry to hear that you had problems in receiving this payment for this bookingThis payment has been correctly processed on the 2nd of May Normally we release the payment to owners, automatically, hours after the chedate but in case of failing by [redacted] it’s necessary to wait up to 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 ***, 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
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 [If you are rejecting the business's response please enter your rejection comments here.] Regards, [redacted] ***
Unfortunately we do not see any further emails from ** [redacted] requiring assistance in contacting the ownerAs previously stated, the check was stopped because the owner was told a charge-back was submitted and he assumed he was going to be liable for those fundsWe have encouraged the owner to work with the guest regarding further compensation Because the nature of her claim regarded amenities not covered under the Peace of Mind guarantee, any compensation or refund is at the owner's discretion
Dear [redacted] , Thank you for your message We are really sorry to hear that you still have this amount blocked by your bank Unfortunately, we cannot contact your bank directly and we are not able to send a fax to them since this a form of communication we do not operate with anymore We just sent you a confirmation email about this cancelled pre-authorization, in order to be able to provide it to your bankWe hope that with this confirmation email your bank will finally release the amount to you Once again apologies for any inconvenience caused Please do let us know if you have any further questions 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 below I will be waiting for a reply by email and a decision regarding my additional booking costs to determine if this is resolved or not 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] [Dear FlipkeyI am not looking to make a bookingI own a home and already hosted a client but never received payment sinceI contacted [redacted] and they said they returned the money to youAll am asking please is that you forward my payment for services I already rendered and which were already paid for by [redacted] the client I hostedLet me know if [redacted] or Bank Transfer will work for youBest wishes and looking forward to concluding this 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 company is still asking me to submit sensitive banking information to them to a general email mailbox that will be picked up by anyone in the departmentThis is not secure way to transfer personal banking informationI've responded to the person named [redacted] by asking for his/her direct email and a phone number going directly to his/her desk Regards, [redacted]
Dear ***, Thank you for raising your concerns to us through the Revdex.comWe are sorry to hear about your dissatisfaction with your [redacted] s account, since this was migrated to [redacted] Please be assured that we have raised your complaint to a senior member of our account retention team who will be reaching out to you directly to discuss this with you Thank you for bringing this matter to our attentionKind regards, [redacted] Senior Customer Relations Executive
Dear ***, Our finance team most recently advised us that your manual bank transfer was set for release on September 12thAs this is a manual bank transfer, there is a processing time for the transaction to complete between our banksWhile this processing time may vary bank to bank, it typically completes within a few business daysWe see that you have been contacted by our Customer Relation Team regarding this issue, please do not hesitate to reply to their email if you need anything else.Many Thanks, [redacted] - [redacted] Customer Care
Hello [redacted] , Thank you for your contactI am sincerely sorry for any frustration you have experienced during this processI see that you have been in contact with our Customer Support team regarding your booking and the issue remains unresolvedIn 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 itAlthough you were not eligible for the cooling off period as your booking was less than 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 experienceYou will receive a further confirmation email once this has been releasedI 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 encourageAs such, I am also following up with the owner to help educate them on how to better handle such a situation in the futureI am also following up with the agents who have handled your case previously to ensure we handle such situations better for any future travelerThank you for your cooperation and understandingIf you require any additional assistance, please let me know via direct reply to my email
Dear ***, Thank you for raising your concerns to us through the Revdex.com and we are sorry to learn about your experienceMy name is Bianca and I am a senior member of the customer relations team, within which we address high priority and cases of complexityWe are sorry to learn that you had to cancel your booking so soon after this being confirmed Having reviewed your previous communication with you, we can see that the advertiser has agreed to offer you a refund of their rental payment, which we can confirm has been processedPlease allow the usual 3-working days for your refund of 2,USD to reach your original payment methodIn regards to the booking fee, we have to advise you that this is unfortunately non-refundable in the event of a cancellationWe apologise if you feel this hasn’t been clear enough at the time of booking and we of course appreciate your feedbackWe can confirm that the booking fee is included in the breakdown of your booking costs at the time of booking (please see first screenshot attached, named ‘Flipkey booking fee – payment page’), as well as within the cancellation policy further down on the check-out page (see second screenshot named ‘FlipKey booking fee – cancellation policy’)Please kindly note that we have used an example booking for both screenshots and the dates/prices thereby don’t reflect the prices of your bookings We are once again sorry to hear about the cancellation of your booking but are unfortunately unable to provide you with a refund of the booking feeIf you have any further questions regarding the above, please do not hesitate to contact us Best wishes, [redacted] Senior Customer Relations Executive
When a Booking Request is submitted through our site, a pop up window appears that mentions a confirmation email will be sent within the next minutesIf an email is not received, then we indicate that a guest should search their junk/spam folders and contact us immediately for assistanceWe also reiterate that a traveler will be receiving another email within hours; as soon as an owner confirms or denies the submitted requestThis request was accepted by the property owner July 12th, approximately hours after the original submissionTherefore, the guest would have received two notifications regarding this booking request and was informed to expect these confirmations within hoursWe also provide a Manage Your Booking platform that allows a guest to enter their details and track the status of a pending request Unfortunately we are not able to provide a full refund for this reservation, as the owner was expecting to have guests at her property and did not have time to re-book and recoup a potential rental lossSince a traveler is notified to expect these emails, we would suggest contacting us after the hour time-frame if they are not received and prior to finding alternate accommodationsAt this time, it would be at the discretion of the owner if she wishes to provide a refund of 50% based on the cancellation policy stated in their rental agreementWe do sincerely apologize that this was not a seamless booking process and for any inconveniences caused
Dear [redacted] ,Thank you for reaching out to us via the Revdex.com and we are sorry to hear about your dissatisfaction.First and foremost, we would like to apologize for the delays you have been experiencing so far and we can assure you that we have now once more chase our finance team to address this matter as a priority.We will update you again via email as soon as we can to inform you that this has been processed.Please once again accept our sincere apologies for the delays to date and we genuinely appreciate your assistance with housing these guests during this difficult situation.Kind regards,The FlipKey Team
Dear [redacted] , Thank you for raising your concerns about your reservation to us through the Revdex.comWe are truly sorry to hear of your dissatisfactionOne of our support representatives has sent you an email to address your concernsWe thank you for sharing your thoughts Regards, [redacted] Rentals Support
Hi [redacted] , Thank you for taking the time to provide feedback and we are sorry that you wish to make a complaintWe 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 yourselfThis 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 necessaryIn 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 outcomeWe appreciate your patience on this matter and we get back in contact as soon as we have any further informationBest Regards, [redacted] -FlipKey Customer Care
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
Dear ***, 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 travellerAs such, we review this process constantly and confirm that owners have to contact us directly to cancel the bookingThis 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 necessaryThis also allows us to contact holiday makers immediately to inform them about the cancellation and to offer assistance on finding a comparable alternativePlease note that this process was introduced over months agoWhilst 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 cancelledWe 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 priceCancellations 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 priceWe can confirm that we have already been in communication with the traveller to discuss the cancellation and next stepsPlease kindly note, that this booking was confirmed through a quote sent from yourself on 21st February and has not been cancelled until 27th March 2017, with only a few days before the booking is due to startAdvertisers have the responsibility to ensure that quotes are only sent if the property is available to ensure that bookings can be honouredDue 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 occasionKind regards, [redacted] Senior Customer Relations Executive
Dear ***, Thank you for your response, we are sorry that you remain unhappy with our commentsWe do agree that your booking was confirmed by a receipt sent to you by ***, this was explained in our previous response and I apologize this was unclearWe have gone through the same process you went through to secure your bookingWe have identified that the process that you experienced was not the same of which we explained in our previous responseWe can see the process does differ and you did not go via our manage my booking part of the site that we had previously understoodIn this case you were directed to a FlipKey by [redacted] inbox, we apologize we had previously misunderstood thisI can see the page you landed on did not express any clear indication on the currency you was paying for the reservationWe are also sorry for your dissatisfaction with the handling of your case, we are looking into the contact you have made with our support team to understand why it has taken so many emails and yourself resorting to Revdex.com for resolution of your complaint We will now reach back out to continue to work with you on resolving this and look forward to speaking with you directlyWarm regards, [redacted] Senior Customer Relations Executive
Dear [redacted] ,first and foremost, please accept our apologies on the inconveniences you and delays you have been experiencing on this matter. We have been able to locate your case and see that you have not recently been updated on the progress and further steps we have taken with our finance... team. We can confirm that we have unfortunately duplicated your payment but have also received confirmation that any payments taken in error will be refunded an returned to your card in 2-3 working days.We will also arrange for a senior agent to take on your case and reach out to you again directly, in order to keep you updated on the process the next few days.We again apologise for the inconvenience caused and will update you again shortly.Best wishes,The FlipKey Team
Hi ***, Thank you for your message We are sorry to hear that you had problems in receiving this payment for this bookingThis payment has been correctly processed on the 2nd of May Normally we release the payment to owners, automatically, hours after the chedate but in case of failing by [redacted] it’s necessary to wait up to 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 ***, 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
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 [If you are rejecting the business's response please enter your rejection comments here.] Regards, [redacted] ***
Unfortunately we do not see any further emails from ** [redacted] requiring assistance in contacting the ownerAs previously stated, the check was stopped because the owner was told a charge-back was submitted and he assumed he was going to be liable for those fundsWe have encouraged the owner to work with the guest regarding further compensation Because the nature of her claim regarded amenities not covered under the Peace of Mind guarantee, any compensation or refund is at the owner's discretion
Dear [redacted] , Thank you for your message We are really sorry to hear that you still have this amount blocked by your bank Unfortunately, we cannot contact your bank directly and we are not able to send a fax to them since this a form of communication we do not operate with anymore We just sent you a confirmation email about this cancelled pre-authorization, in order to be able to provide it to your bankWe hope that with this confirmation email your bank will finally release the amount to you Once again apologies for any inconvenience caused Please do let us know if you have any further questions 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 below I will be waiting for a reply by email and a decision regarding my additional booking costs to determine if this is resolved or not 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] [Dear FlipkeyI am not looking to make a bookingI own a home and already hosted a client but never received payment sinceI contacted [redacted] and they said they returned the money to youAll am asking please is that you forward my payment for services I already rendered and which were already paid for by [redacted] the client I hostedLet me know if [redacted] or Bank Transfer will work for youBest wishes and looking forward to concluding this 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 company is still asking me to submit sensitive banking information to them to a general email mailbox that will be picked up by anyone in the departmentThis is not secure way to transfer personal banking informationI've responded to the person named [redacted] by asking for his/her direct email and a phone number going directly to his/her desk Regards, [redacted]
Dear ***, Thank you for raising your concerns to us through the Revdex.comWe are sorry to hear about your dissatisfaction with your [redacted] s account, since this was migrated to [redacted] Please be assured that we have raised your complaint to a senior member of our account retention team who will be reaching out to you directly to discuss this with you Thank you for bringing this matter to our attentionKind regards, [redacted] Senior Customer Relations Executive
Dear ***, Our finance team most recently advised us that your manual bank transfer was set for release on September 12thAs this is a manual bank transfer, there is a processing time for the transaction to complete between our banksWhile this processing time may vary bank to bank, it typically completes within a few business daysWe see that you have been contacted by our Customer Relation Team regarding this issue, please do not hesitate to reply to their email if you need anything else.Many Thanks, [redacted] - [redacted] Customer Care
Hello [redacted] , Thank you for your contactI am sincerely sorry for any frustration you have experienced during this processI see that you have been in contact with our Customer Support team regarding your booking and the issue remains unresolvedIn 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 itAlthough you were not eligible for the cooling off period as your booking was less than 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 experienceYou will receive a further confirmation email once this has been releasedI 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 encourageAs such, I am also following up with the owner to help educate them on how to better handle such a situation in the futureI am also following up with the agents who have handled your case previously to ensure we handle such situations better for any future travelerThank you for your cooperation and understandingIf you require any additional assistance, please let me know via direct reply to my email