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FlipKey has a rating of 2.08 stars from 139 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about FlipKey most frequently mention customer service, trip advisor, and cancellation fee problems. FlipKey ranks 100th among Vacation Rentals sites.
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I just had a wonderful experience with the FlipKey customer service. I've had no issues with them in the past but today I realized I had an automatic payment coming out by bank but it was the wrong details. I was very lucky to talk to Luca, he was such a kind and polite man, talked me through exactly what I needed to do and he stayed on the phone to make sure I had it all completed. It was such a nice experience talking to him and I do hope that if I have an issue I will get the pleasure of getting his help again
Was renting my villa in Phuket through TripAdvisor/ Flipkey. Needed to cancel ne rental because my villa was being sold. Could not pay their cancellation fee online: their app was turning down my payment and systematically ask me to call their customer service. I tried to pay more than 12 times on different devices: mobile, ipad, computer. Same results. In the end spoke to their customer service. Asked me to give my credit card confidential code over the phone which for obvious safety reasons, I refused to do. Then asked me to make an international bank transfer: they were unable to give the proper bank details (no account number, no full name of beneficiary). In the meantime, they were not canceling the rental which mean that their client deposit was not refunded, and the client was prevented to make other arrangement. In the end, they terminated my access to the app, ending a multi year relationship with no incident so far, for the non payment of a cancellation fee which I was very willing to pay if their system add allowed me to proceed online. Useless. I would have rated them below 0 if it had been possible. Owners and renters: avoid them!
If you plan to list your property on FLIPKEY, BEWARE:
-- they will keep your money until check in + 2 days (homeaway pays as they receive payment)
-- FlipKey does not have a customer service number, instead they dizzy you out with pages and pages of "support" related questions. Is a real hazzle.
-- they charge waay more booking fees to travelers than other sites.
Finally after 12 days we got our damage deposit back. We have rented vacations from VRBO and never waited this long for a damage deposit return. It is a deal breaker.
As well the vacation home we rented was not in the best of shape as the owner was transitioning it from being a private home to a holiday rental. There were a lot of personal items in the kitchen cupboards, personal pictures, and even stuff behind the door in the laundry room. The house needed to be cleared out entirely and then a good cleaning.
I have been a vacation rental owner listing with FlipKey/TripAdvisor for many years. If you are considering listing your rental property with them be prepared to be totally frustrated with their customer service! After waiting more than an hour for the next available operator I was greeted by a voice that layed the phone down and never, NEVER came back on the line. I could hear laughing and jovial conversations in a language I could not understand. I am giving them a 2 star, only because I don't want to scare perspective renters from visiting my listing. I hope someone at FlipKey reads this, because I have no way of voicing my frustrations to the management. Disgusting costumer service today, twice.
I hate to say it but they have gotten passed and lapped by Airbnb who quickly grew. Flipkey needs to do what Airbnb does which is provide an insurance policy or the homeowners AND assurances for the renters. They currently are not an escrow either like Airbnb.
It's always useful to have another, good vacation rental resource. However, FlipKey does not seem to be this. The site doesn't have many updated calendars which makes it very difficult to reliably book a place. I would suggest they make more of an effort to better maintain their listings. Also, the UX is OK but lacks a way to easily "favorite" a property. And the messaging tool is poorly laid out.
Tip for consumers:
VRBO is better.
I have not actually booked through their site. I did try however and even though the property showed as "available" I was informed that the unit was not available a day later. At least they informed me timely but why cant they update their calendar?
Refund policy: Canadians beware!
Paid in full with Canadian credit card for a rental in Canada, which was cancelled by the owner two days later due supposedly to a calendar error. Refund received ok, but $150 less than I paid. Flipkey says because the money was converted to US and then back again to Canadian for the refund, they cannot and will not do anything. Amazon, Sears, and others seem to be able to handle this kind of thing correctly and fairly with their. Ca sites. Very surprising from a company like Trip Advisor with international aspirations.
Canadian (and other non-US) customers be warned! Book through a site where you can pay in Canadian dollars.
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