RedAwning.com, Inc

RedAwning has been in contact with this guest several times regarding this booking to inform her that her booking is for a one bedroom studio. RedAwning 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/ 2 queen bed condo thinking it was a 2 bedroom condo. The 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 source. The two property listings very clearly state that the property is a studio, one bedroom, with two queen beds, and a sofa bed. Please compare[redacted]
All this information is clear and present at the time of booking. The guest booked one bedroom studio, and paid the rate for a one bedroom suite.  A 2 bedroom suite was never booked, paid for, or promised. The 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 2 rooms. This terminology pertains to the building and is unrelated to the unit. The unit the guest selected, booked and paid for was a one bedroom studio and all links contained therein confirm that. We are working with the channel to fix this confusing terminology in the future. 
We are sorry for the confusion. RedAwning 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 available. While 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.

Thank you for the opportunity to respond to our guest. We apologize for the disappointment. Since the booking took place on a holiday weekend, the first business day for RedAwning was July 5. The booking was not accepted because there was clearly a system error in the rate display. A clue to this...

would have been that the taxes on the bill were more than 50% of the payment, and the entire 7-night rental for the 3-bedroom home was calculated at $200. The guest was fully refunded the $513.67 she paid.

We’re sorry for this guest’s frustration. The guest was technically notified within one business day of his booking, since the booking was made on a holiday weekend. The booking was rejected due to a technical error in the rates. As the guest might have noted at the time of booking, the taxes shown...

were higher than the rent -- over 100% higher than the rent. This would have been a clear indication to the guest that the rental rate was too low and could be incorrect

Complaint: [redacted]I am rejecting this response because: my bank records show that Red Awning charged my bank account $424 and change on Monday, 7/10/17, although the reservation was cancelled on 7/7/17. I also must add that I only got the reservation cancelled with the help of Expedia, and the Expedia representative told me that the Red Awning representative hung up on him three times. I called Expedia again regarding the charge to my account on 7/10/17 was was told that Red Awning only does business between 9am and 5:30 and that I have to call back during those hours -- never mind that I also work during those hours. Red Awning needs to refund me *in full* immediately. Sincerely,[redacted]

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 me. Sincerely, [redacted]

We completely understand, and we appreciate your feedback. Our aim is to provide the easiest, most transparent booking experience for travelers, so we're sorry we could provide 100% satisfactory service this time. You feedback has been helpful in establishing guidelines for how we work with property managers in this area in the future.

Complaint: [redacted]I am rejecting this response because:
If only the email is the confirmed way of providing information, I could say RedAwning never offered me the correct info to check-in, even until now. And even if you got the email at 8pm with alternative numbers, have you ever tried to contact me?
You could close the case, but please prepare more evidences other than the only one you have offered. My lawyer will contact you for further discussion.
Thanks for your time, and have a great Thanksgiving!
Sincerely,[redacted]

Complaint: [redacted]
Thanks, waiting for your result.Sincerely,[redacted]

Thank you for sharing your experience. As 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 today. These would be helpful to us in making your case to the manager. Thanks.

Thank you for the opportunity to investigate and respond to this complaint. We have no communication on record with this customer. Our records show the guest booked and cancelled on the same day and was fully refunded. The guest should feel free to contact us at guest@redawning[redacted] if that refund...

has not yet posted.

You're absolutely right [redacted], 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 place. In hindsight, everyone should have been notified right away and at once, rather than in order of check-in date -- and instead of the team trying to find alternatives for guests before informing guests, they should have immediately offered and processed refunds. You should not have had to wait and wonder, it only made the situation worse. We are so sorry for the breach and loss of confidence in our security and our services. We 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 again. We truly do appreciate your patience and feedback. Please let us know if your refund does not post to your bank account soon. Our team confirms the refund was issued at the end of last week. We hope we can get another chance to restore your confidence in RedAwning. 
Tell us why here...

Thank you for the opportunity to investigate this complaint. Please 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 websites. Included 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 problem. We have gone through all the recorded communication between the property manager and the guest regarding this case. We were glad to see that the manager addressed the ant problem immediately, bringing in inspectors and EcoLab workers on each occasion. Unfortunately, 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 problem. Had the guest managed to pack away food daily, the persisting problem could have been more easily managed. The guest left early, 2 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 left. Under 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 behalf. We understand how annoying it must have been to deal with an ant problem.

Thank you for sharing this message. Our team has been in contact with this guest since yesterday to assist with finding alternative accommodation. Another property has been found which meets the guest's satisfaction so we believe this complaint has been satisfactorily resolved. If we had not been...

able to assist with finding an alternative rental, the guest would have been immediately refunded.

Sorry you're having trouble reaching someone. Your request is currently with the property manager. Guest services should be contacting you shortly.

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.

We're sorry for the frustration this guest experienced. Thank you for the opportunity to investigate the claim. The refund has been confirmed and issued today. Please allow 2-3 days to post to your bank. Below is the summary:
Transaction [redacted] has been successfully ACCEPTED by the...

system. Below is a summary:Transaction ID: [redacted]Payment Method: [redacted]Amount: USD (769.39)Customer Name:[redacted]
 
Thank you.
 
Many

We deeply regret the all the inconveniences experienced by our valued guests as a result of this fraudulent listing. Our vetting processes are strong and stringent so it is extremely rare that an illegitimate listing will get onto our site. The 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 refund. RedAwning represent thousands of owners and managers all over the world, including some of the world’s most popular resorts. We offer reservation and guest support for well over 100,000 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 possible. We are terribly sorry that we not able to provide the best booking experience possible for this guest this time. Fortunately, the last step in our vetting process for new managers or owners is delayed payment until the first guest checks in. This 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 refunded. If they had booked this property directly with the fake owner, they would have lost everything. Everyone who has requested a refund will be issued a refund in full. Please allow a few days to post and thank you for your patience our teams work to process. Again, our sincere apologies for the inconvenience.

We understand the frustration. Because of the July 4 weekend the first business day for RedAwning was July 5. In an ordinary week, the manager would have had a July 3-4 grace period and the guest would have been informed on July 4-5. During the grace period the manager has the right to review the accuracy of the booking and the right to decline a reservation that has incorrect calculations due to unforeseen system errors that would result in a high percentage loss for the owner of the property. The guest admits the listing was presenting information below market rate. We sincerely apologize for the disappointment of the booking not being accepted at the rate.

Complaint: [redacted]I am rejecting this response because: the next business day was July the 3rd. The company did not cancel my reservation until the 3rd business day which was July the 6th. I didn't receive the email until the afternoon. It clearly violates their rental agreement which states 1 business day to cancel the reservation. It is not my fault they listed the price incorrectly. There were several rental properties listed at that rate. I was under the impression they had lowered their prices. Regardless, they violated the rental agreement they made me agree to. It wasn't my mistake nor me violating their contract. They 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 contract. They should either pay the difference or offer the rental at the price they had listed. Once again, it was not my mistake. It was theirs.Sincerely,[redacted]

[redacted], our customer satisfaction coordinator emailed you yesterday. Please check your inbox and spam filters. We are actively working on your behalf to try and resolve this for you. Please contact the name provided in your email. Many thanks.