The funds for the reservation were released on June 9th and, due to typical processing time, they will not be seen by her bank as of yetWarning us previously of the account closure would not have allowed us to take any different actionWe are required to send the funds back to the same credit card that was used for paymentOnce the processing time is complete, the bank will have the option to route the funds to a new accountAs previously stated, this is a common process and our Finance team has indicated that it is very rare for a bank to be unable to receive the refund and distribute accordinglyHowever, our system will be notified if the bank is not able to process this refundOnce the funds say ‘fail’ in our system, then our Finance team will be able to inform Ms [redacted] of any other option to receive the money [redacted] will be guaranteed a refund, regardless of the final payout method, and we will keep track of this case so we can follow up with any next stepsWe ask that Ms [redacted] please reply to her case email in days if she does not see any refund on her account
Dear [redacted] and ***,First and foremost we would like to apologize for the booking experience you have had and for the issues related to your payments.We have investigated this matter further and found the case where you have been in contact with us (case reference [redacted] )On the case we can see that our finance team has been able to locate the payments and that the refunds of all five payments has been processed today (12th October 2015)The funds are returned via the same payment method (in this case to the relevant cards) and should reach you within the next 3-working days.We would, again like to sincerely apologize for our miscommunication and the inconvenience this must have caused you.Best wishes,The FlipKey Team
We do apologize for the delay of funds to Ms [redacted] ’s account and her case has been investigated by our Finance team A third attempt was made to send the payment to her account, and once again it did not occur successfully All three attempts have bounced back as ‘Failure to Disburse’ and this process can unfortunately take 10-days to failOnce a payment does fail, a notification email is sent to an owner informing him or her of the process to change their bank account detailsOnce the details have been entered correctly, we can attempt to send the funds again It may also be helpful for Ms [redacted] to contact her bank to confirm the account details that should be on file to receive a payment
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 refundRest assured, we can confirm that your refund has been processed on 26th May in accordance with the owner's cancellation policyThe amount of USD (which includes your USD damage deposit) has been returned to your original payment methodPlease note, that this typically takes 3-working days but can sometimes take up until the next statement month with some credit card providerIf you continue experiencing issues locating the funds, please contact our customer support team at [redacted] *** Best wishes, [redacted] Senior Customer Relations Executive
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [They continue to send the same response which does not in any way address my concerns and issue It is a pat answer that applies to someone who cancelled a reservation I did not cancel a reservation since it was made for days that were already booked You cannot cancel a reservation that you couldn't accept to begin with A senior customer service representation also emailed me stating she had tried to reach me but was unable to and requested a time when I could be reached In spite of what she said she never did try to reach me the first time since the only contact number she has is my cell phone and it never rang and now days later I still haven't received a call back I look forward to hearing from Flipkey Regards, [redacted]
We apologize for any difficulty contacting our support staff Ms [redacted] sent several emails to us and follow up was providedHowever, we will reach out to her again and confirm that her calendar is fully available for any guest to make a reservation A screenshot has been attached for further clarification
We sincerely apologize that there were any difficulties in contacting our support team regarding the [redacted] ’s concernsSince this guest does not have a booking confirmation number that was generated from our online payments platform, the agents were not able to locate related case detailsWe will be reviewing the communication provided by our agents and implementing any necessary coachingAfter the original complaint was filed, our Trust and Safety team emailed Mr [redacted] by replying to his original inquiry sent from the address of [redacted] @comcast.net In this email, our team followed up by requesting more details regarding the booking process for this reservationUnfortunately we did not hear a response from the [redacted] ’s, so the team assumed the case was resolvedOur Trust and Safety team will be contacting them again for further details that will allow us to continue the investigation We appreciate them bringing this matter to our attention and apologize for the inconvenience and frustrations this situation has caused
Dear ***, Thank you for your emailWe have sent you an email directly offering a gesture of good will for the booking fee refund, the email was sent from myself and we will require you to agree to the terms of our offer before we can go ahead and refund.We processed a refund of $USD so far and once we have agreement we will go ahead and process the refund of the booking fee.Please note the offer is a gesture of good will and [redacted] have no obligation to offer the refund, at the time you booked you agreed to the owners booking conditions and cancellation policy as well as our Terms and Conditions and Privacy PolicyThe cancellation policy does confirm the booking fee is non-refundable in the event you cancelTo clarify as you were cancelling for personal reasons we reserve the right to uphold the cancellation policyWe hope that following our offer you will agree that we have taken the steps to address your complaint and resolve this to your satisfactionI attached to this a copy of our email extending our offer that will provide you with a full refund of the amount you paid once we receive your response and agreement to the terms of our offerWe look forward to receiving your responseBest wishes, [redacted] ***- The [redacted] Team
Hi ***,Thank you for taking the time to put forward your complaintWe have called you today, July 13th and following our conversation we have confirmed that we are in discussions with the owner, following your complaint of the property as you feel it is misrepresented We have now presented the photographic evidence to the owner, we have also confirmed that we may need up to weeks to resolve a Payment Protection claim before any settlement is decidedWe will also send you an email through our Customer Support confirming that we've spoken todayMany thanks, [redacted] - TripAdvisor Customer Care
Dear ***, Thank you for your response and we are sorry to learn about your ongoing dissatisfactionAs discussed in our previous email, we have immediately contacted your guest to discuss potential alternatives following your cancellationWe hold the funds until we have spoken to the guest, in the event that the payment is required for a new bookingThe 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 synchronizationPlease kindly note, that [redacted] 's booking was confirmed on 23rd February 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 acceptedFurthermore, 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 useAs 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 forwardMany thanks, [redacted] Senior Customer Relations Executive
Dear [redacted] , Thank you for your reply and we are sorry to learn about your ongoing frustrationsHaving reviewed your account we can see that you have accessed your account yesterday and also responded to all of your most recent enquiriesWe can also see that there is currently no holds on your account, preventing you to log in.If you continue experiencing issues accessing your account, please reply to our recent email communication (this was within case [redacted] ) so we can assist you furtherBest wishes, [redacted] Senior Customer Relations Executive
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I did report it to the police and they said I should report FlipKey to the Revdex.com due to the fact that someone contacted me through their websiteGoing to the bank would not do anything since the check was cashed as soon as the person received itAlso, FlipKey was aware of a hacking situation and never reported it to me until several weeks after I sent the check to the owner that I got from their siteI did not know that you were only able to do payment a certain way on their siteI had never used a site like this before for rentals Regards, [redacted]
Dear ***, Thank you for reaching out to us through the Revdex.comWe are sorry to hear that you're receiving unwanted calls As this is very unusual, we would like to investigate this further for youA member of our customer relations team has reached out to you directly so we can collect some additional informationKind regards,TripAdvisor 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 am rehecting the businesses offer because I originally paid flip key/trip advisor not the owner I have also tried numerous times to contact the owner who has stated he has blocked my emails and my contacts via phone or text I have had no contact again I have the original check he sent me and a letter stating that he offered to refund as well as the text messages stating that if we left the condo we would get a refundIf he didn't offer that we would've stayed and continued our vacationHe sent the check and then immediately stopped payment on the check so I cannot cash itFlip key has also stated that they would help me contact the owner but I have sent numerous emails stating that I cannot get a hold of the owner and I have not had any assistance at all! Regards, [redacted] ***
It appears there is some confusion regarding the access of her accountsWe will be following up directly with Ms [redacted] to clarify the usernames for her account log insThis will insure she can log in to the accurate and live account to respond to inquiriesIf Ms [redacted] responds to the emails she receives from FlipKey support, we can assist her in any issues that may be more specific or detailed
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 a total SCAM.Do not send my response back to the people who are SCAMMING.Notify the authorities and have them stop this dishonest business practice! Regards, [redacted] ***
We are sorry to hear that the refund was not processed in time for [redacted] to enjoy a vacation and that this has caused her such frustrationsUnfortunately the refund processing time is very standard for any e-commerce credit that a consumer is dueThere is not any way that FlipKey can expedite a refund for a reservation, regardless of the urgency, otherwise we would have been more than happy to assist Once the funds are released from our system, the processing time cannot be alteredWe understand that this is very unfortunate and do sincerely apologize the reservation was not able to occur and that we could not further assist her in this matter
Dear [redacted] , Thank you for your email and we are again sorry to hear that you have experienced these issues with your charged payments.We can confirm that this matter was resolved by our finance team and that any funds charged incorrectly have been refunded to yourself on 15th OctoberPlease allow 3-working days for the funds to reach your account, depending on your initial payment method.We again apologize for any inconvenience caused by this issueBest 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] Please add your rejection comments below I am very busy during the summer and do not see this as a discussionI have provided you with a complaint for advertising, sales practices, and every other law broken by the ownerDisregard the fact that my fathers oldest sister died after we reached California, but while we being lied to by the owner, and my father did not get to say goodbyeHis lies getting buried under more lies will not fix anythingHe said that " [redacted] " double booked the three bedroom house that was advertisedHe personally had to confirm my reservation$refund You know that we did not receive what I purchased through [redacted] so please just give me my $back and get your money from the owner? We rented one property and were forced into the owners own private property because $was taken from us prior and it would take a week to get it backOur entire first, and very likely to be our only, experience with [redacted] was a fraudulent failure because [redacted] does business with unconfirmed and unsavory people Regards, [redacted]
Dear [redacted] , Thank you for raising your concerns about your reservation for the property VA Beach br home just blocks from the Ocean!’ to us through the Revdex.comAt [redacted] we want all of our travellers to have the best booking experience and we are sorry if the booked accommodation did not meet your expectationWe understand that you decided not to spend the entire stay at the property because the house had stairsOne of the Customer Relations representatives for [redacted] Vacation Rentals has reached out to you via email today to address your concerns in regard to your reservationRegards, [redacted] Rental Support
The funds for the reservation were released on June 9th and, due to typical processing time, they will not be seen by her bank as of yetWarning us previously of the account closure would not have allowed us to take any different actionWe are required to send the funds back to the same credit card that was used for paymentOnce the processing time is complete, the bank will have the option to route the funds to a new accountAs previously stated, this is a common process and our Finance team has indicated that it is very rare for a bank to be unable to receive the refund and distribute accordinglyHowever, our system will be notified if the bank is not able to process this refundOnce the funds say ‘fail’ in our system, then our Finance team will be able to inform Ms [redacted] of any other option to receive the money [redacted] will be guaranteed a refund, regardless of the final payout method, and we will keep track of this case so we can follow up with any next stepsWe ask that Ms [redacted] please reply to her case email in days if she does not see any refund on her account
Dear [redacted] and ***,First and foremost we would like to apologize for the booking experience you have had and for the issues related to your payments.We have investigated this matter further and found the case where you have been in contact with us (case reference [redacted] )On the case we can see that our finance team has been able to locate the payments and that the refunds of all five payments has been processed today (12th October 2015)The funds are returned via the same payment method (in this case to the relevant cards) and should reach you within the next 3-working days.We would, again like to sincerely apologize for our miscommunication and the inconvenience this must have caused you.Best wishes,The FlipKey Team
We do apologize for the delay of funds to Ms [redacted] ’s account and her case has been investigated by our Finance team A third attempt was made to send the payment to her account, and once again it did not occur successfully All three attempts have bounced back as ‘Failure to Disburse’ and this process can unfortunately take 10-days to failOnce a payment does fail, a notification email is sent to an owner informing him or her of the process to change their bank account detailsOnce the details have been entered correctly, we can attempt to send the funds again It may also be helpful for Ms [redacted] to contact her bank to confirm the account details that should be on file to receive a payment
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 refundRest assured, we can confirm that your refund has been processed on 26th May in accordance with the owner's cancellation policyThe amount of USD (which includes your USD damage deposit) has been returned to your original payment methodPlease note, that this typically takes 3-working days but can sometimes take up until the next statement month with some credit card providerIf you continue experiencing issues locating the funds, please contact our customer support team at [redacted] *** Best wishes, [redacted] Senior Customer Relations Executive
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] [They continue to send the same response which does not in any way address my concerns and issue It is a pat answer that applies to someone who cancelled a reservation I did not cancel a reservation since it was made for days that were already booked You cannot cancel a reservation that you couldn't accept to begin with A senior customer service representation also emailed me stating she had tried to reach me but was unable to and requested a time when I could be reached In spite of what she said she never did try to reach me the first time since the only contact number she has is my cell phone and it never rang and now days later I still haven't received a call back I look forward to hearing from Flipkey Regards, [redacted]
We apologize for any difficulty contacting our support staff Ms [redacted] sent several emails to us and follow up was providedHowever, we will reach out to her again and confirm that her calendar is fully available for any guest to make a reservation A screenshot has been attached for further clarification
We sincerely apologize that there were any difficulties in contacting our support team regarding the [redacted] ’s concernsSince this guest does not have a booking confirmation number that was generated from our online payments platform, the agents were not able to locate related case detailsWe will be reviewing the communication provided by our agents and implementing any necessary coachingAfter the original complaint was filed, our Trust and Safety team emailed Mr [redacted] by replying to his original inquiry sent from the address of [redacted] @comcast.net In this email, our team followed up by requesting more details regarding the booking process for this reservationUnfortunately we did not hear a response from the [redacted] ’s, so the team assumed the case was resolvedOur Trust and Safety team will be contacting them again for further details that will allow us to continue the investigation We appreciate them bringing this matter to our attention and apologize for the inconvenience and frustrations this situation has caused
Dear ***, Thank you for your emailWe have sent you an email directly offering a gesture of good will for the booking fee refund, the email was sent from myself and we will require you to agree to the terms of our offer before we can go ahead and refund.We processed a refund of $USD so far and once we have agreement we will go ahead and process the refund of the booking fee.Please note the offer is a gesture of good will and [redacted] have no obligation to offer the refund, at the time you booked you agreed to the owners booking conditions and cancellation policy as well as our Terms and Conditions and Privacy PolicyThe cancellation policy does confirm the booking fee is non-refundable in the event you cancelTo clarify as you were cancelling for personal reasons we reserve the right to uphold the cancellation policyWe hope that following our offer you will agree that we have taken the steps to address your complaint and resolve this to your satisfactionI attached to this a copy of our email extending our offer that will provide you with a full refund of the amount you paid once we receive your response and agreement to the terms of our offerWe look forward to receiving your responseBest wishes, [redacted] ***- The [redacted] Team
Hi ***,Thank you for taking the time to put forward your complaintWe have called you today, July 13th and following our conversation we have confirmed that we are in discussions with the owner, following your complaint of the property as you feel it is misrepresented We have now presented the photographic evidence to the owner, we have also confirmed that we may need up to weeks to resolve a Payment Protection claim before any settlement is decidedWe will also send you an email through our Customer Support confirming that we've spoken todayMany thanks, [redacted] - TripAdvisor Customer Care
Dear ***, Thank you for your response and we are sorry to learn about your ongoing dissatisfactionAs discussed in our previous email, we have immediately contacted your guest to discuss potential alternatives following your cancellationWe hold the funds until we have spoken to the guest, in the event that the payment is required for a new bookingThe 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 synchronizationPlease kindly note, that [redacted] 's booking was confirmed on 23rd February 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 acceptedFurthermore, 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 useAs 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 forwardMany thanks, [redacted] Senior Customer Relations Executive
Dear [redacted] , Thank you for your reply and we are sorry to learn about your ongoing frustrationsHaving reviewed your account we can see that you have accessed your account yesterday and also responded to all of your most recent enquiriesWe can also see that there is currently no holds on your account, preventing you to log in.If you continue experiencing issues accessing your account, please reply to our recent email communication (this was within case [redacted] ) so we can assist you furtherBest wishes, [redacted] Senior Customer Relations Executive
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below I did report it to the police and they said I should report FlipKey to the Revdex.com due to the fact that someone contacted me through their websiteGoing to the bank would not do anything since the check was cashed as soon as the person received itAlso, FlipKey was aware of a hacking situation and never reported it to me until several weeks after I sent the check to the owner that I got from their siteI did not know that you were only able to do payment a certain way on their siteI had never used a site like this before for rentals Regards, [redacted]
Dear ***, Thank you for reaching out to us through the Revdex.comWe are sorry to hear that you're receiving unwanted calls As this is very unusual, we would like to investigate this further for youA member of our customer relations team has reached out to you directly so we can collect some additional informationKind regards,TripAdvisor 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 am rehecting the businesses offer because I originally paid flip key/trip advisor not the owner I have also tried numerous times to contact the owner who has stated he has blocked my emails and my contacts via phone or text I have had no contact again I have the original check he sent me and a letter stating that he offered to refund as well as the text messages stating that if we left the condo we would get a refundIf he didn't offer that we would've stayed and continued our vacationHe sent the check and then immediately stopped payment on the check so I cannot cash itFlip key has also stated that they would help me contact the owner but I have sent numerous emails stating that I cannot get a hold of the owner and I have not had any assistance at all! Regards, [redacted] ***
It appears there is some confusion regarding the access of her accountsWe will be following up directly with Ms [redacted] to clarify the usernames for her account log insThis will insure she can log in to the accurate and live account to respond to inquiriesIf Ms [redacted] responds to the emails she receives from FlipKey support, we can assist her in any issues that may be more specific or detailed
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 a total SCAM.Do not send my response back to the people who are SCAMMING.Notify the authorities and have them stop this dishonest business practice! Regards, [redacted] ***
We are sorry to hear that the refund was not processed in time for [redacted] to enjoy a vacation and that this has caused her such frustrationsUnfortunately the refund processing time is very standard for any e-commerce credit that a consumer is dueThere is not any way that FlipKey can expedite a refund for a reservation, regardless of the urgency, otherwise we would have been more than happy to assist Once the funds are released from our system, the processing time cannot be alteredWe understand that this is very unfortunate and do sincerely apologize the reservation was not able to occur and that we could not further assist her in this matter
Dear [redacted] , Thank you for your email and we are again sorry to hear that you have experienced these issues with your charged payments.We can confirm that this matter was resolved by our finance team and that any funds charged incorrectly have been refunded to yourself on 15th OctoberPlease allow 3-working days for the funds to reach your account, depending on your initial payment method.We again apologize for any inconvenience caused by this issueBest 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] Please add your rejection comments below I am very busy during the summer and do not see this as a discussionI have provided you with a complaint for advertising, sales practices, and every other law broken by the ownerDisregard the fact that my fathers oldest sister died after we reached California, but while we being lied to by the owner, and my father did not get to say goodbyeHis lies getting buried under more lies will not fix anythingHe said that " [redacted] " double booked the three bedroom house that was advertisedHe personally had to confirm my reservation$refund You know that we did not receive what I purchased through [redacted] so please just give me my $back and get your money from the owner? We rented one property and were forced into the owners own private property because $was taken from us prior and it would take a week to get it backOur entire first, and very likely to be our only, experience with [redacted] was a fraudulent failure because [redacted] does business with unconfirmed and unsavory people Regards, [redacted]
Dear [redacted] , Thank you for raising your concerns about your reservation for the property VA Beach br home just blocks from the Ocean!’ to us through the Revdex.comAt [redacted] we want all of our travellers to have the best booking experience and we are sorry if the booked accommodation did not meet your expectationWe understand that you decided not to spend the entire stay at the property because the house had stairsOne of the Customer Relations representatives for [redacted] Vacation Rentals has reached out to you via email today to address your concerns in regard to your reservationRegards, [redacted] Rental Support