FlipKeyArvostelua 

Vastaus yritykseltä FlipKey

16.11.2018

Hi Karen,

Thanks for taking the time to leave a review. I'm sorry to hear of the confusion there was over how the damage deposit is collected, I can imagine your frustration if you're not familiar with our platform. We didn't collect the damage deposit upfront but rather saved your payment details in the event that the owner were to raise a successful claim. This information was provided to you on the payment page prior to submitting your payment and also can be found within your Manage my booking.

As you can see in your rate summary, it states: "Your payment method won't be charged or authorized (for a hold on funds) unless the owner makes a valid claim within 10 days of your checkout." I apologize if the owner gave you any incorrect information. We appreciate your feedback as we are continuously looking for ways to improve your user experience. To learn more about how damage deposits work, please visit https://bit.ly/2CUyJM4. If you have any other questions, feel free to reach out to us on our contact form https://bit.ly/1XpQMeg. Otherwise, I hope you enjoy your upcoming travels.

Many Thanks,
Sarah - TripAdvisor Rentals Support

Vastaus yritykseltä FlipKey

16.11.2018

Dear Customer,
Thank you for your feedback and we are happy to hear that you like our booking site. Please notice that you can use TripAdvisor App for booking holiday rentals.
Regards - Andrea - TripAdvisor Rentals Support.

Vastaus yritykseltä FlipKey

9.11.2018

Hi Noor,

Thanks for bringing the issue about the keys to our attention, I'm sure I can help to solve any doubt you may have!

First of all, I'm sorry for the misunderstanding, Tripadvisor strives to create an easy and positive booking experience for all our customers.
I've checked your previous message on the forum and couldn't find where it mentioned sent the keys after 24 hours from paying the balance.
I do believe there is some confusion about our processes, allow me to clarify:
The owners set all their info about check-in/out, contact details and property address and our platform provide that info when you pay for the full balance.

Please check with the owners on how will you get the keys of the property, you will get their details on the "manage my booking" section. Also, I could not find your emails on our system with the information provided, but no worries as you alternatively can always give us a call to our 24 hours service line at +442037015369 or +1-877-354-7539 and our agents will be more than happy to assist you contact with the owner to get the keys information.

I hope this helps!

Many thanks,
Jose
TripAdvisor Rentals Support

Vastaus yritykseltä FlipKey

1.10.2018

Hi Liza,

Thanks for taking the time to leave a review. I am so sorry to hear that you were informed the property was unavailable for your stay on your day of arrival, I can only imagine how disappointing and stressful that must have been. I can assure you that this is not the typical traveler experience. We take cancellations by owners/property managers very seriously and appropriate action is always taken.

We are always here to help our travelers if situations like this occur and when paying through our platform, you are covered by our Payment Protection https://bit.ly/2jVQ8FJ. This guarantees our travelers a full refund if they are prevented or denied access to a property or if the property is significantly not as described. We make our customers a priority and when situations like this occur we extend our efforts to help secure a new booking. I hope you choose to book with us again soon as many travelers have a very positive experience when booking on our platform.

Many Thanks,
Sarah - TripAdvisor Rentals Support