I used RedAwning for the very first time. We are leasing a cabin for our church Womans group. Because we are a group within our church, we are tax exempt. RedAwning charged our reservation sales tax. I have been unable to talk with anyone (funny, no one is ever available no matter what day or time I try). I want our tax refunded. I will never use RedAwning again. I have never had such issues before. We have been leasing cabins for over ten years. Never had this problem before).
We're sorry for the frustration this guest experiencedThank you for the opportunity to investigate the claimThe refund has been confirmed and issued todayPlease allow 2-days to post to your bankBelow is the summary: Transaction [redacted] has been successfully ACCEPTED by the systemBelow is a summary:Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (769.39)Customer Name: [redacted] Thank you Many
Thank you for the opportunity to investigate this complaintPlease note, we are not the manager of the property as stated -- we are a listing and distribution service and as such, we process reservations generated on our network of travel websitesIncluded in our guest services, is the service of working with guests and managers on their behalf to investigate complaints and try and reach mutually satisfactory resolutions when issues with stays arise We regret all the inconvenience this guest experienced with the ant problemWe have gone through all the recorded communication between the property manager and the guest regarding this caseWe were glad to see that the manager addressed the ant problem immediately, bringing in inspectors and EcoLab workers on each occasionUnfortunately, according to reports by the inspector and EcoLab workers that were sent out on each occasion, the guest did not comply with requests to not leave open wrappers and unpackaged food out in the open, in the kitchen and living areas, which was critical to combating the problemHad the guest managed to pack away food daily, the persisting problem could have been more easily managedThe guest left early, nights prior to their departure date without informing the manager, which the manager feels did not allow them the option or recourse for addressing the problem to the guest's satisfaction before the guest leftUnder the circumstances, the manager does not feel responsible for refunding any more than one of the two night's remaining in the guest's stay So sorry we could not deliver a better outcome for the guest on their behalfWe understand how annoying it must have been to deal with an ant problem
We deeply regret the all the inconveniences experienced by our valued guests as a result of this fraudulent listingOur vetting processes are strong and stringent so it is extremely rare that an illegitimate listing will get onto our siteThe security and confidence of our guests is of utmost importance to us and the travelers who are affected by this will be offered assistance with rebooking an alternative property or offered a full refundRedAwning represent thousands of owners and managers all over the world, including some of the world’s most popular resortsWe offer reservation and guest support for well over 100,properties around the world and would not be the world’s largest supplier to all the major websites with an excellent Revdex.com rating, if we did not pride ourselves on providing the most secure, transparent, booking experience possibleWe are terribly sorry that we not able to provide the best booking experience possible for this guest this timeFortunately, the last step in our vetting process for new managers or owners is delayed payment until the first guest checks inThis scam artist received no money from our guests and so all guests can be sure their money is safe to be reapplied to a new booking or fully refundedIf they had booked this property directly with the fake owner, they would have lost everythingEveryone who has requested a refund will be issued a refund in fullPlease allow a few days to post and thank you for your patience our teams work to processAgain, our sincere apologies for the inconvenience
Complaint: [redacted] I am rejecting this response because: We are still working to correct the issues so while we are finally getting some attention the problems have not yet been fully resolved We are told that will take some time.Sincerely, [redacted] ***
Thank you for allowing us the time to investigateWe're sorry for the miscommunication between parties on this transactionUp until today we had not received notification from the manager regarding the outcome on this situationWe have now confirmed status with the manager and that refund has been issued to the guestIn addition, as per a previous note sent some time back to the guest from the RedAwning Guest Service manager, the guest has also received credit on their next booking with RedAwningWe're so sorry for the frustration and delayThank you for your patience
You're absolutely right ***, since this is a very rare occurrence, our reservations team had not had to handle something like this before and we did not have established procedures in placeIn hindsight, everyone should have been notified right away and at once, rather than in order of chedate -- and instead of the team trying to find alternatives for guests before informing guests, they should have immediately offered and processed refundsYou should not have had to wait and wonder, it only made the situation worseWe are so sorry for the breach and loss of confidence in our security and our servicesWe work hard to make sure something like this never happens to our guests and we will work even harder to make sure nothing like this ever happens againWe truly do appreciate your patience and feedbackPlease let us know if your refund does not post to your bank account soonOur team confirms the refund was issued at the end of last weekWe hope we can get another chance to restore your confidence in RedAwning Tell us why here
Complaint: [redacted] I am rejecting this response because: I have been getting the runaround from this company since day oneI do not believe that they are truly trying to get me my refundTheir actions are totally unacceptable and unprofessional This is the second complaint that I filed with the Revdex.com I keep getting one excuse after the anotherSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: the next business day was July the 3rdThe company did not cancel my reservation until the 3rd business day which was July the 6thI didn't receive the email until the afternoonIt clearly violates their rental agreement which states business day to cancel the reservationIt is not my fault they listed the price incorrectlyThere were several rental properties listed at that rateI was under the impression they had lowered their pricesRegardless, they violated the rental agreement they made me agree toIt wasn't my mistake nor me violating their contractThey should have to pay the difference in the rental fee as it was their mistake in listing the price and it was them breaking a contractThey should either pay the difference or offer the rental at the price they had listedOnce again, it was not my mistakeIt was theirs.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: it also says that bookings made more than days in advance are fully refundable if canceled within hoursI booked weeks in advance (days) and canceled within hoursYou can't pick and choose what parts of the contract you want to follow to favor yourselfSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: When I receive a refund for both payments charged to my credit card, I will close this complaint. Not before then.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
RedAwning has been in contact with this guest several times regarding this booking to inform her that her booking is for a one bedroom studioRedAwning also responded to guest’s voicemail on the same day the voicemail was left on our service Unfortunately it appears this guest booked a one bedroom/ queen bed condo thinking it was a bedroom condoThe property descriptions for this property ID are identical on both RedAwning and Expedia (and any other channel where it is distributed) as they both originate from the same, one sourceThe two property listings very clearly state that the property is a studio, one bedroom, with two queen beds, and a sofa bedPlease compare [redacted] All this information is clear and present at the time of bookingThe guest booked one bedroom studio, and paid the rate for a one bedroom suite A bedroom suite was never booked, paid for, or promisedThe confirmations sent over a month ago also provided the property links above where it confirms the bed configuration and size of the rental The guest is showing the term “multi-room” used in a title in her channel confirmation after booking as proof that she booked roomsThis terminology pertains to the building and is unrelated to the unitThe unit the guest selected, booked and paid for was a one bedroom studio and all links contained therein confirm thatWe are working with the channel to fix this confusing terminology in the future We are sorry for the confusionRedAwning has reached out to the property manager on behalf of the guest to see if the manager has a larger suite available, and if the amount already paid could be applied to the new suite, if availableWhile there are no guarantees at this late stage, we are hoping for a satisfactory resolution for both the guest and property manager as soon as possible
To [redacted] ***’s points: We did check with [redacted] before responding to the previous emailThey had only one number for [redacted] ***, and that was the number provided to RedAwning and the property managerThey did not receive any alternative cell numbers until later on the day of arrival We do not dispute that there were any other calls made and did not insist that the first call was at 8pmWhat we said was the first time RedAwning can verify that the two alternative numbers were provided to us is in an 8:pm email communication on the day of arrival Neither RedAwning nor [redacted] can assume that there were any numbers displayed on phones picked up at the any of the numbers provided, but even if there had been, they would not have been able to match the number to [redacted] booking because it was not the number provided with the booking RedAwning has apologized to [redacted] several times for the inconvenience of the mutual breakdown in communication and cell service around the time of their check-inRedAwning and the manager did everything in their power to minimize the impact to [redacted] ***’s stay by providing an alternative home at no extra cost, and by attempting to contact him several times to tell him what had transpired on the number he had supplied at the time of his booking [redacted] got the service he paid for and he stayed in the home that was provided(Unlike a hotel room, it was not an identical home, but a larger and more expensive one which he was not charged any extra for.) In addition, [redacted] has been offered credit on his next booking with RedAwning for the inconvenienceWe’re truly sorry that this was a less than a hundred percent satisfactory experience for [redacted] ***, but neither the manager or RedAwning will be issuing a refund for the stay We would like to close this caseMany thanks for giving us the opportunity to respond to this complaint
We are sorry to hear that this has not been resolvedAccording to our records, the refund settled on the 8th DecemberThe charge-back that the guest issued for $came through to us at our addressWe have initiated deeper investigation with Vantiv to confirm any error on their sideThis may take a couple of daysWe respectfully ask for your patience as we attempt to resolve this as promptly as possible
Thank you for sharing your experienceAs explained in our response to your review earlier today, RedAwning is not the property manager for this property, however we will attempt to contact and negotiate with the property manager on your behalf In the meantime, please send any reports from your doctor's visit and photo documentation of your injuries to the RedAwning customer satisfaction coordinator who contacted you earlier todayThese would be helpful to us in making your case to the managerThanks
[redacted] , our customer satisfaction coordinator emailed you yesterdayPlease check your inbox and spam filtersWe are actively working on your behalf to try and resolve this for youPlease contact the name provided in your emailMany thanks
Revdex.com: The funds for the scam reservation were finally credited back to my credit card on Tues, Mar 28th - two weeks after I informed them there was a problem with the reservation Perhaps I would be more open to trying Redawning again if they had been more proactive with contacting me when they realized there was a problem and credited back my deposit immediately The fact that they knew within days of my making the reservation and said nothing, then - even after I had called and alerted them to the problem - still took two weeks to get back to me is unacceptable To date no one from Redawning has responded to the message I left with their customer service line If I had not emailed the Revdex.com and the credit card company I wonder if they would have ever gotten back to me? I could be a little more understanding of their delays if the vacation we had booked was months away but we made the reservations and planned to travel in just over weeks so were left scrambling to find a new place while also waiting for Redawning to reimburse us for the full amount of the condo we had already booked I am glad that my money has been returned and consider this matter closed in reference to complaint ID [redacted] Sincerely, [redacted]
We're sorry for the frustration this guest experiencedThank you for the opportunity to investigate the claimThe refund has been confirmed and issued todayPlease allow 2-days to post to your bankBelow is the summary: Transaction [redacted] has been successfully ACCEPTED by the systemBelow is a summary:Transaction ID: [redacted] Payment Method: [redacted] Amount: USD (769.39)Customer Name: [redacted] Thank you Many
Thank you for the opportunity to investigate this complaintPlease note, we are not the manager of the property as stated -- we are a listing and distribution service and as such, we process reservations generated on our network of travel websitesIncluded in our guest services, is the service of working with guests and managers on their behalf to investigate complaints and try and reach mutually satisfactory resolutions when issues with stays arise We regret all the inconvenience this guest experienced with the ant problemWe have gone through all the recorded communication between the property manager and the guest regarding this caseWe were glad to see that the manager addressed the ant problem immediately, bringing in inspectors and EcoLab workers on each occasionUnfortunately, according to reports by the inspector and EcoLab workers that were sent out on each occasion, the guest did not comply with requests to not leave open wrappers and unpackaged food out in the open, in the kitchen and living areas, which was critical to combating the problemHad the guest managed to pack away food daily, the persisting problem could have been more easily managedThe guest left early, nights prior to their departure date without informing the manager, which the manager feels did not allow them the option or recourse for addressing the problem to the guest's satisfaction before the guest leftUnder the circumstances, the manager does not feel responsible for refunding any more than one of the two night's remaining in the guest's stay So sorry we could not deliver a better outcome for the guest on their behalfWe understand how annoying it must have been to deal with an ant problem
We deeply regret the all the inconveniences experienced by our valued guests as a result of this fraudulent listingOur vetting processes are strong and stringent so it is extremely rare that an illegitimate listing will get onto our siteThe security and confidence of our guests is of utmost importance to us and the travelers who are affected by this will be offered assistance with rebooking an alternative property or offered a full refundRedAwning represent thousands of owners and managers all over the world, including some of the world’s most popular resortsWe offer reservation and guest support for well over 100,properties around the world and would not be the world’s largest supplier to all the major websites with an excellent Revdex.com rating, if we did not pride ourselves on providing the most secure, transparent, booking experience possibleWe are terribly sorry that we not able to provide the best booking experience possible for this guest this timeFortunately, the last step in our vetting process for new managers or owners is delayed payment until the first guest checks inThis scam artist received no money from our guests and so all guests can be sure their money is safe to be reapplied to a new booking or fully refundedIf they had booked this property directly with the fake owner, they would have lost everythingEveryone who has requested a refund will be issued a refund in fullPlease allow a few days to post and thank you for your patience our teams work to processAgain, our sincere apologies for the inconvenience
Complaint: [redacted] I am rejecting this response because: We are still working to correct the issues so while we are finally getting some attention the problems have not yet been fully resolved We are told that will take some time.Sincerely, [redacted] ***
Thank you for allowing us the time to investigateWe're sorry for the miscommunication between parties on this transactionUp until today we had not received notification from the manager regarding the outcome on this situationWe have now confirmed status with the manager and that refund has been issued to the guestIn addition, as per a previous note sent some time back to the guest from the RedAwning Guest Service manager, the guest has also received credit on their next booking with RedAwningWe're so sorry for the frustration and delayThank you for your patience
You're absolutely right ***, since this is a very rare occurrence, our reservations team had not had to handle something like this before and we did not have established procedures in placeIn hindsight, everyone should have been notified right away and at once, rather than in order of chedate -- and instead of the team trying to find alternatives for guests before informing guests, they should have immediately offered and processed refundsYou should not have had to wait and wonder, it only made the situation worseWe are so sorry for the breach and loss of confidence in our security and our servicesWe work hard to make sure something like this never happens to our guests and we will work even harder to make sure nothing like this ever happens againWe truly do appreciate your patience and feedbackPlease let us know if your refund does not post to your bank account soonOur team confirms the refund was issued at the end of last weekWe hope we can get another chance to restore your confidence in RedAwning Tell us why here
Complaint: [redacted] I am rejecting this response because: I have been getting the runaround from this company since day oneI do not believe that they are truly trying to get me my refundTheir actions are totally unacceptable and unprofessional This is the second complaint that I filed with the Revdex.com I keep getting one excuse after the anotherSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: the next business day was July the 3rdThe company did not cancel my reservation until the 3rd business day which was July the 6thI didn't receive the email until the afternoonIt clearly violates their rental agreement which states business day to cancel the reservationIt is not my fault they listed the price incorrectlyThere were several rental properties listed at that rateI was under the impression they had lowered their pricesRegardless, they violated the rental agreement they made me agree toIt wasn't my mistake nor me violating their contractThey should have to pay the difference in the rental fee as it was their mistake in listing the price and it was them breaking a contractThey should either pay the difference or offer the rental at the price they had listedOnce again, it was not my mistakeIt was theirs.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: it also says that bookings made more than days in advance are fully refundable if canceled within hoursI booked weeks in advance (days) and canceled within hoursYou can't pick and choose what parts of the contract you want to follow to favor yourselfSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: When I receive a refund for both payments charged to my credit card, I will close this complaint. Not before then.
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]
Complaint: [redacted] Thanks, waiting for your result.Sincerely, [redacted] ***
RedAwning has been in contact with this guest several times regarding this booking to inform her that her booking is for a one bedroom studioRedAwning also responded to guest’s voicemail on the same day the voicemail was left on our service Unfortunately it appears this guest booked a one bedroom/ queen bed condo thinking it was a bedroom condoThe property descriptions for this property ID are identical on both RedAwning and Expedia (and any other channel where it is distributed) as they both originate from the same, one sourceThe two property listings very clearly state that the property is a studio, one bedroom, with two queen beds, and a sofa bedPlease compare [redacted] All this information is clear and present at the time of bookingThe guest booked one bedroom studio, and paid the rate for a one bedroom suite A bedroom suite was never booked, paid for, or promisedThe confirmations sent over a month ago also provided the property links above where it confirms the bed configuration and size of the rental The guest is showing the term “multi-room” used in a title in her channel confirmation after booking as proof that she booked roomsThis terminology pertains to the building and is unrelated to the unitThe unit the guest selected, booked and paid for was a one bedroom studio and all links contained therein confirm thatWe are working with the channel to fix this confusing terminology in the future We are sorry for the confusionRedAwning has reached out to the property manager on behalf of the guest to see if the manager has a larger suite available, and if the amount already paid could be applied to the new suite, if availableWhile there are no guarantees at this late stage, we are hoping for a satisfactory resolution for both the guest and property manager as soon as possible
To [redacted] ***’s points: We did check with [redacted] before responding to the previous emailThey had only one number for [redacted] ***, and that was the number provided to RedAwning and the property managerThey did not receive any alternative cell numbers until later on the day of arrival We do not dispute that there were any other calls made and did not insist that the first call was at 8pmWhat we said was the first time RedAwning can verify that the two alternative numbers were provided to us is in an 8:pm email communication on the day of arrival Neither RedAwning nor [redacted] can assume that there were any numbers displayed on phones picked up at the any of the numbers provided, but even if there had been, they would not have been able to match the number to [redacted] booking because it was not the number provided with the booking RedAwning has apologized to [redacted] several times for the inconvenience of the mutual breakdown in communication and cell service around the time of their check-inRedAwning and the manager did everything in their power to minimize the impact to [redacted] ***’s stay by providing an alternative home at no extra cost, and by attempting to contact him several times to tell him what had transpired on the number he had supplied at the time of his booking [redacted] got the service he paid for and he stayed in the home that was provided(Unlike a hotel room, it was not an identical home, but a larger and more expensive one which he was not charged any extra for.) In addition, [redacted] has been offered credit on his next booking with RedAwning for the inconvenienceWe’re truly sorry that this was a less than a hundred percent satisfactory experience for [redacted] ***, but neither the manager or RedAwning will be issuing a refund for the stay We would like to close this caseMany thanks for giving us the opportunity to respond to this complaint
We are sorry to hear that this has not been resolvedAccording to our records, the refund settled on the 8th DecemberThe charge-back that the guest issued for $came through to us at our addressWe have initiated deeper investigation with Vantiv to confirm any error on their sideThis may take a couple of daysWe respectfully ask for your patience as we attempt to resolve this as promptly as possible
Thank you for sharing your experienceAs explained in our response to your review earlier today, RedAwning is not the property manager for this property, however we will attempt to contact and negotiate with the property manager on your behalf In the meantime, please send any reports from your doctor's visit and photo documentation of your injuries to the RedAwning customer satisfaction coordinator who contacted you earlier todayThese would be helpful to us in making your case to the managerThanks
[redacted] , our customer satisfaction coordinator emailed you yesterdayPlease check your inbox and spam filtersWe are actively working on your behalf to try and resolve this for youPlease contact the name provided in your emailMany thanks
Sorry you're having trouble reaching someone. Your request is currently with the property manager. Guest services should be contacting you shortly.
Revdex.com: The funds for the scam reservation were finally credited back to my credit card on Tues, Mar 28th - two weeks after I informed them there was a problem with the reservation Perhaps I would be more open to trying Redawning again if they had been more proactive with contacting me when they realized there was a problem and credited back my deposit immediately The fact that they knew within days of my making the reservation and said nothing, then - even after I had called and alerted them to the problem - still took two weeks to get back to me is unacceptable To date no one from Redawning has responded to the message I left with their customer service line If I had not emailed the Revdex.com and the credit card company I wonder if they would have ever gotten back to me? I could be a little more understanding of their delays if the vacation we had booked was months away but we made the reservations and planned to travel in just over weeks so were left scrambling to find a new place while also waiting for Redawning to reimburse us for the full amount of the condo we had already booked I am glad that my money has been returned and consider this matter closed in reference to complaint ID [redacted] Sincerely, [redacted]