FlipKey Customer Service Issues

My booking reference is BR[redacted]9-1 for a 5-night stay starting on Aug 20. Yesterday, Aug 12, Riviera Autrement informed me that the apartment I booked is not available that week due to an oversight on their part. They offered a substandard replacement. After speaking with Romain, who apologized and promised a resolution, I have not received any further communication. I believe as clients, we should have the right to demand suitable alternative accommodations at short notice or compensation for the inconvenience. I am now searching for hotels, requiring two rooms, which are more costly. I hope this issue can be resolved promptly and professionally. Regards, Dods.

Dear Flipkey, I am reaching out regarding a booking issue that occurred on September 6th, [redacted] with Booking Reference: BR[redacted]6. I encountered difficulties with payment as a guest and via PayPal, ultimately having the payment processed through your agent over the phone for [redacted].01 Euros. The following morning (Sept. 7th), I was notified that the property had already been booked by another individual from a different website. I promptly requested a confirmation email for the cancellation, which I received, but my bank requires more specific payment details to release the blocked amount. They note the charge from Holiday Lettings - EUR>London GB, while the cancellation email is from [redacted], causing a discrepancy. I kindly ask for more detailed payment information to aid in resolving this matter. Notably, we attempted booking and payment from two accounts: Giga Maisuradze ([redacted]) and Maia Chikvashvili ([redacted]). Thank you for your prompt attention to this issue. Best regards, Giga Maisuradze/ Maia Chikvashvili

I am currently in the process of verifying a landlord in New York City who is now residing in London. He is offering to rent his Manhattan condo below market rates through FlipKey.com. The landlord claims to have recently used this method for his rental property in London. He mentioned that FlipKey will act as an intermediary, securing the rental payment in escrow while I inspect the apartment. The payment will only be released to the landlord once I approve the rental agreement post-viewing. To proceed with viewing the apartment, I would need to provide some personal information to the landlord to initiate the process with FlipKey. If all goes well, the landlord will send the necessary paperwork and keys to the Manhattan apartment via an overnight courier service from London. I am seeking opinions on the legitimacy of this arrangement and if a similar service is available. Thank you. - EJL

Hello, I’m Chanel Elvey. I’m reaching out about a possible scam I encountered on Kijiji regarding a rental property. The owner, supposedly in the UK, asked me to use FlipKey for the deposit. This raised my suspicions because he avoided discussing the property itself. He insists that FlipKey will safeguard my funds until I view the property and sign the lease. He provided instructions and a passport, but something feels off. To begin, he asked for my contact information and move-in preferences. Then he detailed a process involving FlipKey verifying his ownership and handling payment. I need guidance on whether this is legitimate before continuing. I can share more details if needed. Thank you, Chanel Elvey

Booking Reference: BR[redacted]6 I am scheduled to receive a refund of $[redacted].74 as the owner has agreed to waive the 50% penalty charge that was erroneously applied on the website. Hello Shellie, You have successfully canceled your booking for Immaculate / Upscale / Best Value / Lakefront / Central Location, and the owner has been informed. If eligible for a refund, it will be processed within 24 hours, but please allow up to 10 business days for it to reflect in your account. Unfortunately, you need to cancel due to your son's health, and the owner is offering a full refund of $[redacted].74, minus the booking fee. This fee supports our secure platform and customer service. Kindly confirm if you would like to proceed with the cancellation. Thank you.

I recently used Flipkey for the first time and found a house to rent. After receiving a decline, the owner, Craig W, sent me an email requesting more money for additional fees like cleaning and pool heating. My sisters have used Flipkey before, and they never encountered this issue. I felt uncomfortable with the last-minute request and declined, as I believe these fees should have been mentioned upfront before I booked. FlipKey by TripAdvisor Booking Reference: BR[redacted]2 You have a new message from Craig W: Hello Karen, I apologize for the delay, as we have been busy with Little League. We would be delighted to host your Mom's celebration! Unfortunately, Trip Advisor doesn't allow me to include the cleaning fee in the listing. To proceed, I would need to adjust the quote and add a $[redacted] cleaning fee. Additionally, if you wish to have the pool heated during your stay, there would be an extra cost of $86. The weather can be unpredictable, so it's up to you whether you'd like the pool heated. Feel free to enjoy it day or night, weather permitting. Please let me know your preferences. Sheila To view the full message and respond, please access "Manage my booking."

I contacted the manager of the apartment "NEW! Spacious apartment for 4 in the center! 3rd floor" with Booking reference: BR[redacted]8 on April 16 to cancel my reservation. The manager replied promptly stating that there should be no issue with canceling within the free cancellation period and advised me to contact Tripadvisor if there were any non-refundable deposits. After not seeing any charges on my Visa statement, I assumed the booking was canceled. However, I was surprised to receive an email confirming the charge for the booking balance. I respectfully request a refund for all charges except the booking fee. I intend to keep the alternate booking for the same dates at Luxury Central Oasis with Booking reference: BR[redacted]2-1, as the air conditioning there is beneficial for my health.

I have been informed that someone is utilizing your services for an apartment they have in Calgary, Alberta. Once Flipkey verifies payment, they will notify me to provide you with the code and location of the Keycafe for the key exchange. It is crucial to include the Reference Code accurately, without any spaces or extra text: [redacted]01, when making the bank transfer. Enter this code in the designated field on the bank transfer form without any additional information to avoid delays. Please refrain from adding any other words beside the code to prevent processing issues. Ensuring the code is entered correctly will help streamline the payment process. I am seeking confirmation about the legitimacy of this process and if it can be verified through the reference code to avoid any potential scams. Thank you, Beth.

I rented a condo and had to cancel because the owner requested more money upfront. He claimed to have refunded the money, but I have not received it yet. I made the payment through my bank using FlipKey. Transaction number [redacted]02. The owner's name is Dominik Von Lukowicz. The email addresses used were [redacted], [redacted], and [redacted] How can I retrieve my refund?

I rented a condo but had to cancel because the owner requested more money upfront. He told me he refunded the amount, but I haven’t received it yet. I made the payment through FlipKey, using my bank for the transfer. The transaction number is [redacted]02. The owner's name is Dominik Von Lukowicz, and the emails used were [redacted], [redacted], and [redacted] How can I go about getting my refund?

Booking BR[redacted]1 I am experiencing an issue with this reservation. The customer notified me of being unwell and unable to travel abroad, preventing them from coming to Italy where they have booked my property from August 3rd to 10th. They mentioned that maybe their children would come instead, but I have not received any response to the messages I sent through the website. I would like to know if I can rent out the property for a couple of days during that week to other customers who have inquired. Therefore, I am requesting assistance in contacting the customer to clarify their intentions, as I am currently at a standstill and unable to make decisions. I am aware that payment has already been made, and in the event of a no-show, I will still be compensated. However, these new customers are requesting the kindness of being accommodated for a couple of days as they need to host a dinner with several people. Could you please reach out to the customer to confirm if anyone will be attending? Thank you. Livio C.

Hello, I'm having trouble logging into the website as an owner. After entering my ID and password, I'm prompted for an additional identification code due to using a new PC. Unfortunately, the SMS option isn't working as my phone number isn't displayed. Also, I can't use the authenticator option since I've changed my phone and can't generate a code. Are there any other solutions available? Can you please contact me to assist with this issue? My phone number is +39 [redacted]. Thank you for your help. Regards, Amendola.

I am unable to sign in on my new computers or iPhone because one of the phone numbers listed on my profile is no longer mine. I used to have two phones, a Sprint number ([redacted]) and an AT&T phone ([redacted]). I have since canceled the Sprint number in February to save money. Although I still have the AT&T phone, whenever I try to log in, I get a code sent to the old Sprint number which I no longer possess. I have resorted to using an old computer to access my inquiries on FlipKey, but it's inconvenient to carry it around. I understand the need for security measures, but I believe there should be a way for me to remove old numbers from my profile. At the moment, I can only delete the newest number, which is the phone I still use. I risk losing access to my account and answering inquiries due to this issue. -Marcia Lyon [redacted] Account ID: [redacted] Locations: Buffalo Moon, Taos, NM; Gus's Place, Nacogdoches, TX; Clara's Cabin, Nacogdoches, TX.

I need assistance with a cancellation request. The booking was for August and was made prior to Covid-19. Due to current restrictions in Newfoundland and Labrador, guests are unable to travel without a mandatory 14-day self-quarantine. Additionally, the USA-Canada border is closed, making travel impossible for these senior guests. We are requesting a full refund from Flipkey, including the booking fee, as it is unsafe for the guests to travel. The booking is for Hampton House in Bonavista, Newfoundland. I am Jeffrey B., one of the property owners, along with Stephanie C. We are both frustrated with Flipkey's Covid refund policy and urge for a prompt resolution to prevent any impact on our listing.

My FlipKey account got blocked because I declined a booking without realizing that the guests had actually booked another one of my listings more suitable for them. I was unfairly penalized. Another cancellation was due to a guest wanting to book for just one night, which I don't allow if there is a month-long vacancy, causing me a significant loss and preventing longer bookings due to calendar disruptions. I was trying to assist the guest by offering a different FlipKey listing, but my account got blocked, and she had to cancel her trip. She was forced into a one-day booking because she couldn't find a suitable flight to Bermuda to match her hotel reservation, arriving a day earlier than planned. Adding to this, I haven't received any FlipKey bookings since [redacted], so I wasn't anticipating any requests. A recent island-wide blackout in my country caused me to miss responding to a booking inquiry.