Response from Kristin Kleimann on 1/5/2024

Dear bradyfine2008, We use Evolve to manage our Mountain Flower property but I'm so sorry that this cancellation and major inconvenience happened to you. I hope you will contact Evolve directly to discuss this matter. Can you share the dates you tried to book as I did not see any new bookings and then cancellations on our booking side? I will also share this information with Evolve and try and determine what happened. I am so sorry this happened to you and I will be contacting Evolve today. ##################### Update from Evolve on 1/6/24 (I included Evolve’s response back to me when I asked for clarification below but I did remove your name for privacy) It sounds like you need to contact Expedia for more information? It’s news to me that our property is listed on Expedia but we will also be reconsidering our property management relationship with Evolve. Again, I’m very sorry for your frustrating experience. -Kristin ######################### Hi Kristin, Allison has responded to your request in your Evolve Account: Hi Kristin, Good day to you. This is Allison with the Evolve Owner Success Team. I hope this message finds you well. I understand that you're reaching out in regard to the booking xxxxxxxx for xxxxxxxx that was scheduled for check-in on Dec 29, 2023 and check-out on Dec 31, 2023 at your XX Mountain Flower Cir property because xxxx’s booking was cancelled… After checking, XXXX booked their stay via Expedia and Expedia was the merchant of record, meaning they handled the guest payment and they cancelled the booking. To clarify, XXXX booked on Dec 26, 2023. When XXXX submitted their payment for the booking, it triggered a red flag for a payment error. Thus the billing details and payment had to be reviewed. After the review, Expedia decided to cancel the booking likely to prevent financial fraud such as a chargeback. I'm not sure why they did not cancel the booking until Dec 29, 2023 but that is when the booking was cancelled… If you have any questions or concerns in regard to this matter, please don't hesitate to reach back out. However, if you have any additional requests, please submit a new request through your owner account as this is the fastest way to get a response. If it is an urgent matter, please call us at 877.818.1014. Best regards, Allison S. & The Evolve Team 1 (877) 818-1014 (Option 2) Click here to log in and view the response to request #09915793. Regards, The Evolve Support Team ref:!00D600KZ9P.!5004P02Kb1y1:ref Allison S. The Evolve Team 877.818.1014