EMG Productions
Complaint 298665 Details

I booked the above property as a holiday let for ten days through Flipkey. My family and I in the UK had been given some money for Christmas from my parents so that I could take my kids to Australia to visit my family who I haven't seen for over 20 years.

The owner is Daniela Gerahty and once Flipkey has introduced you then the owner is responsible for dealing with refunds. These are made through Flipkeys system.

I needed to cancel the accomodation and were well within our rights to do so. I spoke to the owner to arrange cancellation and refund but have not received the amount owing to me which is $1391.29. We paid $1451.29 and I have deducted the 20% cancellation fee which the owner gets and a booking fee of $60 for Flipkey. This payment left my bank to Flipkey on 21/12/13. Instead of the full amount I only received $865.17 refund.

The owner tells me that there is nothing more she can pay and doesn't know how I came up with this figure. She says she doesn't have any money yet from Flipkey. I have the confirmation order which she would have seen too.

After I booked the accomodation I paid separately to Danielas company EMGP $215 aud for this transaction only, the other payment was in dollars. This payment was for an extra night and linen.

I have asked Daniela to forward the $215 back to my account as they were sent directly to her bank as a separate transaction. She informs me that she is keeping the money as it would be the 20% cancellation fee and $60 booking fee.

This transaction was completely separate from my initial booking through Flipkey and the deduction of her 20% would be made via Flipkey to her. I have allowed for this in my figures too so it appears incredibly dishonest for her to hold onto my $215 as well.

So as it stands I am out of pocket by $741.12

Here is a break down of the fees as detailed below on your invoice;
$892.08 rental
$320.92 additional guests
$178.29 refundable deposit

Total:1391.29

Flipkey have paid me $865.17
Owner Daniela owes me $215
Amount owing to me is $741.12

If you could help me resolve this I would be eternally grateful. We really can't afford this kind of loss as we are on such a tight budget.

The owner says that she doesn't have the money from Flipkey yet, which I think I believe but even so it is her responsibility to make the refund back to me though FlipKey. I have checked on their website. Their email is [email protected] though they are not very helpful at all and as yet have not returned any emails.

I really hope to hear from you

Best wishes

Carolyne (Personal Information Removed)
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