Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a condo with this company. Then booked non refundable flights to get there. Redawning canceled the booking and stated it was "at customers request", I never requested to cancel. When I asked why, I was told it is no longer available. The business offered nothing to help me find other accommodations. Now I am struggling last minute to find a place to stay.

  Business Response

  Date: 09/19/2023

  Hello *******,

       Thank you for your feedback. I am not able to locate a reservation under your name but I will assume that your reservation was made via Booking.com or Expedia on the morning of September 15.  We were made aware of a technical error early in the morning of September 15 involving these two booking sites that did not allow reservations to be created in our system, created bookings for unavailable properties or created bookings with incorrect pricing structures.  The issue was resolved within a few hours, but I suspect not before your reservation had come in. We do sincerely apologize for the inconvenience this issue has caused you and should you have any additional questions or would like help with finding an alternative property please do not hesitate to reach out to our team at *******************************.

  Customer Answer

  Date: 09/20/2023

   
  Complaint: 20616142
  
  I am rejecting this response because:

  A sincere apology does nothing to help me.  I'm still stuck with non refundable airfare and no place to stay since your company canceled.  The reservation was for "Big island Kolea 14H"  Jan 2 ****- Jan 8th **** under my name ****************************  I booked via expedia due to trust issues, but the condo was also shown as available on your website for slightly less than expedia.  In fact the room still shows as available in your website for the dates I originally booked, although at more than triple the price.  The right thing to do here is admit the mistake and honor the reservation, not **** your mistakes off on your customers.  

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/21/2023

  Hi ******* -

       We completely understand the frustration.  Unfortunately as the reservation never made it in to our system and your card was not charged by RedAwning we can not offer any further assistance on this reservation.  If you are still looking for accommodations we would welcome you to check out the properties at RedAwning.com, I just did a quick search and there are over 220 rentals available in ****** for your dates, or Expedia may also be able to help you locate a property that will suit your travel needs.  

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20616142
  
  I am rejecting this response because:
  

  If I never had a reservation then why did Pungki tell me it was canceled via expedia messages and that the property was no longer available?  My card was charged, then reversed 3 days later.  Your company  is so disorganized that you can't even get the facts right.  Just like other complaints, you understand, but are completely unwilling to do anything about it.  At the end of the day, your "glitch" was false advertising, since you refused to complete a transaction at a price you advertised.  Your expedia search did not yield a comparable property at a comparable price.  

  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/20/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent the following email to RedAwning on the morning of July 12. Since that time, I have been reaching out to customer service to ask for an update. Each time, Ive been asked to wait for a response, which will come within 48 hours. I wait 48 hours, hear nothing, and the cycle continues. ~~~~~~~~~~~~We recently began a stay at one of your properties, which we booked through booking.com.Based on a variety of factors, outlined below, we will not be continuing our stay, and are asking for a full refund of $2,547.62. 0. Upon arrival, we noticed the upstairs bathroom taped off for repairs. The listing clearly pictures at least two bathrooms. 0. The air conditioning does not work, yet the listing clearly lists air conditioning as a feature of the property. 0. Aside from those two major issues, the refrigerator is leaking. We reached out to the property manager immediately upon arrival regarding both issues 1 and 2. He informed us that we was unaware we were coming, and apologized the house wasnt fully prepared for guests (there were dirty dishes in the dishwasher and the house, while generally clean, had a few miscellaneous items about). The property manager did bring over a few fans, which made the bedrooms almost tolerable, but with high temperatures reaching almost 100 degrees, the house remains far too warm for us to comfortably sleep and relax, and has limited us to the upstairs spaces where weve set the fans.I can provide pictures and email communication if needed. Again, we will leaving the property on July 12, and are asking for a full refund for our booking due to the misleading property listing, issues with the home, and inconvenience of needing to acquire new accommodations last minute.

  Business Response

  Date: 07/25/2023

  Hello **** - 

       Our apologies for the delay as the name used to file this dispute was not the name on the reservation and as such additional verifications were necessary.  Our team has reviewed your messages as well as communicated with the property manager.  As two nights were used for your reservation we are not able to offer a full refund but the four unused nights will be refunded for you and that is already in process by our billing team.  We do appreciate your patience as our billing and finance teams have investigated the issue and worked with the local host to provide a resolution.  

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20352805
  
  I am partially rejecting this response because I want to ensure the refund is not just for the 4 nights missed, but the $350 cleaning fee (as mentioned, the house was not properly prepared for guests as the property manager was unaware we would be arriving), and the $27/day (x4) service fee. 

  Assuming the refund being processed includes those fees as well as the 4 unused nights, I will deem the response satisfactory. 

  
  Sincerely,
  
  *********************

  Business Response

  Date: 07/31/2023

  Hello ****,

       The refund initiated on our side is $1915.28 (4 unused nights, cleaning + other fees, and taxes).  As RedAwning is not the merchant of record for your reservation and I believe there is also a guest initiated dispute pending with your booking site, I can not guarantee what the full refund received will be.  Additionally I can not speak to the timeline for processing.  Please let us know should you have any additional questions or we can offer any assistance.  Thank you.  

   

  *********************

  RedAwning.com

  Customer Answer

  Date: 08/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/30/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reserved a condo for June 8 June 11th in *******, **. Checked in on June 8th. The beds were absolutely horrific. Not only were they as hard as a wooden floor, but there were also bedsprings popping in our backs. I ended up pushing 2 chairs together to make a makeshift bed. I texted them at 6am on June 9th asking to be moved to another condo. They refused. They offered me an inflatable air bed. I paid $306.74 a night and it wasnt for an inflatable air bed. I couldve gotten that at the Super ***************. I ended up checking out on June 9th around 8:30am. I told them I was checking out. I didnt use the condo on June 10th or June 11th. They refused to move me, and they refused to give me a refund. They are stating they provided the inflatable air bed, and I didnt take them up on that offer so Im out the money. Im out $613.48 because they provide terrible beds. Beds so sore my nieces shoulder was sore after one nights sleep. I actually rented another condo down the road and spent even more money. So, it's obvious I am not trying to get something for free. They refuse to make this right.

  Business Response

  Date: 07/07/2023

  Hi ********* - Thank you for your feedback.  We have reviewed your case and have found that the property manager was responsive to your complaint and did offer appropriate solutions in the moment.  As the property was fully booked for your dates there was not an alternative property to place your party in and as owners of the property are responsible for the furnishings a new bed would have had to be approved by the owner.  While we understand that you are requesting a refund for the unused dates of your stay that has not been approved by the owner and is not within our cancellation policy details.  We do appreciate your feedback and are sorry to see that the property did not meet your needs but we can not approve a refund in light of appropriate services and solutions offered by the local host.  

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20262009
  
  I am rejecting this response because: Red Awning is stating the property owner provided a solution. They did not provide an appropriate solution. I spent $920.22 for a 3 night stay in *******, ********. After 1 night, I notified the property owner about the horrific beds. When they offered me an inflatable air bed, I rejected that offer. I cannot crawl down on the floor and sleep on an inflatable air bed, nor should that have ever been a provided "solution." I've attached the text where the property owner offered an inflatable air bed. Later, Red Awning stating it was an aero bed. They are misrepresenting what they offered. They can call it whatever they want, they wanted to give me an inflatable air bed for a condo that cost $307 a night. 

  I've communicated that I am not asking for all 3 nights to be refunded. I'm willing to pay for the one night I did stay, even though I had to push 2 chairs together to make a bed and my niece's shoulder was hurt from sleeping on one of the horrific beds. I've asked for a refund of the 2 unused nights. I didn't skip out on the condo reservation at Red Awning. I informed them at 6am on June 9th and they provided me with no appropriate solution. I therefore rented another condo down the road. I've attached confirmation from the other condo I rented from: Thousand Hills.

  I called Thousand Hills on the 9th and spoke to a very kind woman. She assured me the beds were comfortable, and they were. We stayed there until our vacation was over. Red Awning knew I rented a condo elsewhere on the 9th, because I informed them of this. Text attached. 

  Bottom line, I asked to be moved to another condo and Red Awning refused. I asked for a roll away bed/recliner, Red Awning offered an inflatable air bed. I tried to get an appropriate solution from Red Awning and they did not provide one. So, I rented another condo down the road. I have proven all of this and Red Awning is still refusing to simply refund me for 2 unused nights in their condo.

  If you look at it like this, it will make perfect sense. You make a reservation for a nice steak dinner. The restaurant requires payment in full up front. You pay upfront. You get to the restaurant and they are out of filet mignon. They say sorry, but want to offer you a cheeseburger, yet still charge you for a filet mignon. Nobody would be ok with that. It isn't a proper or ethical way to do business. If you can't compensate a customer appropriately, it's not a compensation. 

  
  Sincerely,
  
  *****************************************

  Business Response

  Date: 07/12/2023

  Hi *********,

       While we understand the nature of your complaint we must stand beside the original decision to not refund. The desired firmness of a mattress is a highly personalized preference and while we desire all guests to be comfortable can not refund a guest due to the decision to leave based on this factor.  A recliner was requested and unfortunately was not available for you.  An air mattress (with adjustable firmness settings) was also offered but was rejected.  While we understand that you did not choose to use all of the nights of your reservation that does not change the fact that the property was reserved for you and as such the full rental amount has been charged.  

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20262009
  
  I am rejecting this response because: This wasn't about the firmness or softness of a bed. There were 3 beds and all of them were the exact same - horrific. Bedsprings were literally popping into our backs. The beds were cheap and should not have been used in these condos. I couldn't even sleep on them, due to the pain in my back. I had to push 2 chairs together to make a makeshift bed. My niece's shoulder was hurt from their bed. I notified them Friday at 6am (less than 24 hours after checking in) asking for a rollaway bed/recliner and they had none. I asked to be moved, they didn't even look for a place to move me. They keep stating they offered me a resolution with their cheap inflatable air bed. How many times do I have to repeat that an inflatable air bed is not a resolution? I can't crawl onto the ground to get on a bed that I have to fill up with air. Nor should I have to. I spent $920.22 for 3 nights in what I thought was a nice condo. A HUGE part of being nice is having beds that aren't causing you physical harm.

  RedAwning didn't offer me a reasonable solution. RedAwning gave me no other choice but to find another condo. I have proven that I rented another condo, so why RedAwning will not simply just do the right thing and admit they failed me as a consumer, is just mind boggling. I will be contacting the Attorney General to take this further. You don't get to provide a lousy service and a lousy resolution and then claim you did everything you could have as a business to make it right. It's unethical and no different than stealing. 

  Sincerely,
  *****************************************

• Initial Complaint

  Date:06/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 8, 2023 I booked a property via VRBO that is managed by this company. The property was advertised to sleep up to 6. My reservation was for 5. Prior to arriving I received instructions with door codes. June 23 we arrived at the property and called to see if we could check in early. I was connected to the "local host" who said we could, however, there was no access code pad. He had dropped a key off under a chair on the porch. The space consisted of 2 apartments. 2nd apartment had a lock box w/ a key in it. The codes that were provided could not be used because keypads did not exist. This is the first of false information provided.We noticed that there was 1 bed per apartment and 1 couch, that did not pull out into a bed. The beds were small, full beds, not queens as advertised. One bed looked like someone had just rolled out of it. The sheets were barely on and the pillows were thrown on it. There was no air mattress, or additional linens for someone to sleep anywhere else. We found 1 towel in the bathroom of apartment 2. For 3 guests how is 1 towel going to work? The apartments were dirty, light bulbs were out, ants were crawling up the walls, and toilet in apartment 2 would not flush. I called Red Awning and was given the runaround. The local host, ******, came in slippers and pajamas (at 3pm) to "fix" the toilet. When I asked where we were all to sleep he shrugged and then laughed in my face when I mentioned the other issues. As requested, I sent pictures to Vrbo and Red Awning. We did not stay there and left right when the host did, approx 4pm on June 23rd. We had to find a hotel to stay in all because the space was falsely advertised with nowhere for 5 people to sleep. We were given $100 back of the $567 we had paid. We have called every day for updates on a FULL refund and no one has been able to help. They have refused to give management's contact information and keep asking us to call back. This is truly a SCAM!

  Business Response

  Date: 06/29/2023

  Hi ******** - Thank you for bringing this matter to our attention.  I believe my associate ***** has been in contact with you and a full refund is in process for you.  We do apologize for any delay or miscommunication causing undue stress to an already stressful situation and do hope you will consider a future booking with RedAwning.com

  Customer Answer

  Date: 07/03/2023

   
  Complaint: 20243790
  
  I am rejecting this response because: I was not given a full refund as promised. They processed a refund of $44 and that is all.  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/07/2023

  Hi ******** - Our sincere apologies!  Staff vacations caused a miscommunication as to the processing of your refund.  It has now been processed and should reach your account any time now.  Again we apologize for the delay!

  Customer Answer

  Date: 07/11/2023

   
  Complaint: 20243790
  
  I am rejecting this response because: no refund has been applied or processed as promised.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:05/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked A vacation the redawning travel agency and then read online all the compliants and how it was a scam so I almost immediately asked to cancel my reservation and ask for a full refund l. Per their policy you have 24 hours to cancel. I made This reservation on f Thursday May 25th and cancelled the same night. They would not give me a refund or cancel the reservation. I even Had my cc blocked and had a new one sent out but they still added the charges to my account. At this point I will be taking them to court!!

  Business Response

  Date: 05/31/2023

  Hello ***** & ********,

  We want to apologize for the confusion and delay on this matter.  Your request to cancel was indeed received in our 24 hour grace ******* but due to a timestamp issue it was errantly not processed within that period.  The mistake was completely on our side and we do thank you for bringing the matter to our attention.  Our apologies for any stress or inconvenience this error may have caused.  We will be cancelling and processing a full refund ASAP.  
  
  Best Regards

  *********************

  RedAwning.com

• Initial Complaint

  Date:04/24/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RedAwning is operating under deceptive trade practices and has woefully failed to uphold its end of the contract. Upon entering my agreement with RedAwning to offer my property for rent under their exclusive listing agreement, I was assured that RedAwning would handle complaints, help me find a cleaner, respond timely to guest concerns, and that I could cancel guests if they broke my rules. Every single one of these is untrue. RedAwning never responds to any requests timely - I had a situation where the police were called to my property and RedAwning couldn't bother to help for several hours, and even then, it was clearly someone in another country unable to truly address the issue. Further, when a bad review resulted from this rule break listing - it took RedAwning WEEKS to even notify me of said review. This is not service. Nor did RedAwning help me find a cleaner, or help me when I asked them to help get the guest out of my home after the rule breaks. RedAwning, simply put, isn't providing any service other than computing. Finally, I have emailed RedAwning no less than 3 times asking to cancel my contract - they refuse to respond and are essentially holding my property hostage. I just want them to release me. I will not be paying any cancellation for their "services" because their services are bait and switching home owners into signing a contract and then disappearing yet taking 10% of every booking.

  Business Response

  Date: 04/28/2023

  Hello ***,

       We appreciate the opportunity to respond to this complaint and do apologize for the time it has taken to review all communications for your account.  While your account has already begun the offboarding process, which has been communicated to you, I do wish to respond to the multiple allegations mentioned in your complaint in hopes that we can come to a mutual understanding. 

  Our guest services team is available 24 hours a day for any guest concerns and hosts are also welcome to call, chat, or email this team at any time.  While we wish this was not the case, this team will always be largely reactive (as opposed to proactive) to situations such as the one that occurred at your property.  We must rely on the booking channels (Airbnb in this particular case) to vet guests and also make things right when those guests behave badly.  Our team was successful in filing a damage claim as well as getting a negative review removed for this particular reservation.  While we understand that you were upset with the time these issues took to resolve we must work within the confines of the booking sites processes.

  We also attempted to assist you in locating a cleaner in your area which would meet your needs and requirements, one of our best service providers is located in your area and we were sad to hear that those services would not meet your needs. In addition we also integrate directly with TurnO which does offer an index of cleaners in your area and would have been happy to help you in accessing this database as necessary. 

  We did receive your request to explore cancellation approximately three weeks ago but after speaking with your account rep it was relayed that you were no longer interested in this cancellation at that time. When we received your request to cancel approximately 6 days ago our team was happy to start the off-boarding process for you.

  We are very sorry to be losing you as a client, especially under the cloud of a particularly negative stay experience, but have done our best to provide the services you were offered when coming onboard with us.  We wish you all the best and do hope you will have much success with your lovely property. 

• Initial Complaint

  Date:03/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a vacation rental through Airbnb for a property in ***********. The property was hosted by RedAwning. The original dates for the rental were Mar *****th. The weather and road conditions deteriorated to the point where it was likely going to be impossible to reach Mammoth, so on Mar 6 I replied to one of their many emails stating "Given the road closure and severe weather forecasts, were planning to cancel our rental of this unit for Mar 13 & 14 in order to get the 50% refund. However, before doing that, we would like to see if the host will reschedule our stay to Mon Mar 27 & Tues Mar 28? Please let us know today as its the last day for cancellation." They responded by saying they would ask the hosts if we could reschedule and that I should wait to hear from them. The next day -- after the deadline for cancelling -- they replied that they couldn't reschedule and that we couldn't get a refund. I pointed out that my earlier email communication let them know of our intent to cancel and the urgency of their response. They refused to even acknowledge that, instead insisting it was not their fault that the host wouldn't reschedule.I am registering a formal complaint with Airbnb and with **************** Platinum, but I want others to know that this is happening. In fact, as I learned through further research (including on this site), this is not an isolated event. It is happening quite regularly throughout the vacation rental industry and according to reports on social media, RedAwning has done this many times before.I'm requesting the 50% refund that we are legitimately entitled to. I also think that RedAwning should obey the Airbnb requirements that they communicate through the Airbnb platform rather than email (they only do it sporadically), but I'll let Airbnb handle that violation.

  Business Response

  Date: 03/15/2023

  Hi ***********,

       We do appreciate you bringing this matter to our attention and our director of guest services has been in contact with you to move towards a resolution.  We do understand that the crazy weather these last few weeks was the main contributing factor for your cancellation and we have been doing our best to stay up to date on the forecast as well as keep our guests and owners safe while enabling reservations to occur when the guests do desire to stay.  We do appreciate your patience and flexibility and will continue to be in touch to provide the best resolution for all parties.  

   

  *********************

  Director of Marketing & Communications

  RedAwning.com

• Initial Complaint

  Date:02/13/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own an Airbnb property and signed up with red awning to manage my property. Prior to signing, I spoke with the sales representative and told him I wanted to have the right to bring my existing listing isi that in the event that I wanted to cancel I would retain ownership. He told me this would not be a problem however once I signed up, Red awning created the listings under their company name. I immediately told them this was unacceptable and asked if my listings could be transferred. After going back and forth I was told this would not be possible and I requested a cancellation. I was then sent an invoice for $500 for cancellation fee. I requested this fee to be waived because they did not uphold their promise. After attempting to resolve the matter several times it was clear they had no intentions of waiving the fee so I was left to seek outside help in resolving the matter.

  Business Response

  Date: 02/15/2023

  Hello *******,
       Thank you for bringing this matter to our attention and we apologize for the misunderstanding. RedAwning provides a comprehensive platform for individual hosts to achieve higher revenues than through any other company, but that also means we invest a lot of energy up front in your success that we earn back over time with the results we deliver.   In addition to our own time investment, we pay for new HD photos, dynamic pricing and other 3rd party benefits that we include. That's why we charge a $500 early cancellation fee to help cover some of our actual costs when a host quits before we have had a chance to recoup all of this investment.
  
  
  Regarding the transferability of ads, we do assume ownership of ads where there is a positive review history, or more commonly we build new ads for each listing on dozens of channels.  Most of those channels do not allow ad transfers at all in any case, or they make it difficult at best to transfer ads managed by one provider to another.  For example, when a host leaves Vacasa to join RedAwning, we have to start fresh with a new ad - There is no option to transfer a Vacasa ad on any channel to RedAwning.  Also channels like Airbnb want to be sure that there is consistency in the guest experience so they make it difficult to transfer ads from one account to another even in cases where they might make an exception.
  
  
  Our contracts and marketing materials do not offer transfer of our ads to hosts or other providers because we invest so much in each property and ad, and due to the channel limitations on the transfer of ads.  When we launch a new ad on a channel like Airbnb, a host can turn their current ad off into a paused state if it is not being transferred.  That way the original ad could easily be turned back live if the host decides to leave RedAwning.  That is the easiest approach to maintaining a current ad, but not always the best approach if the current ad has a very positive history and the host is a committed partner to RedAwning as usually happens once we start to deliver reservations.
  
  

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19393392
  
  I am rejecting this response because: The business has not addressed the issue. I am fully aware that there are costs associated with building the website however, I made every effort to avoid this happening. In My initial contact with the sales representative (*************************), I informed him that I would only sign up if I was able to bring over my listing and retain the rights in the event the contract was terminated (please see attached emails). Even after Redawning established the accounts under the company name I IMMEDIATELY informed them this was incorrect and was told this could be rectified. In the onboarding questionnaire I even provided my website URLs as requested to prevent this from happening. 

  It was my intent to complete the contract however, I chose to terminate due to REDAWNING breach of the agreement. Therefore I am not paying the termination fee as any work performed was done so without my authorization.

  I simply wish to have the termination fee waived so this matter can be resolved.

  Sincerely,
  
  *************************

  Business Response

  Date: 02/16/2023

  Hello *******,

       We have done an extensive review of all communications between you and our team and while we maintain that all agents have given the correct information we do see how this could have been misunderstood in your specific circumstances.  As such we are willing to waive the early termination fee for your account.

       Please note that we will not be releasing the images that were taken of your property.  If you wish to obtain these images for use in future personal advertisements we are happy to release them to you but this release will incur a $250 fee.  

       Please feel free to reach out to any member of our team should you have any additional questions.

  Customer Answer

  Date: 02/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On dec 29th i books an Airbnb with the host being RedAwning. The booking was confirmed and I even double checked multiple times to Make sure the booking was all set and I was confirmed and it was good to go. Then today it was cancelled. Why was it cancelled you might ask? Was it due to damage to property? Nope. was it due to the home being sold? Nope. It was cancelled due to the property manager wanting to book it for a longer duration, after I was already confirmed. The Airbnb was for a 3 bedroom 3 bathroom home with a pool and directly on the beach. Their replacement offers were all over a half hour from the beach and run down looking. How generous. So here I am, ready for my first vacation with my family in 3 years after working tirelessly as an emt/firefighter throughout the pandemic, my wife a special education 1st grade teacher, and my brother in law, also a fireman with his wife police officer. All our plane tickets booked everything ready to go. Nope, RedAwning screws us over, and all our other potential listings that would have suited our needs. Gone, already booked. Were left literally holding our bags with the prices of any other potential homes 3x the price they were. Thanks RedAwning, I trusted your company only to be left hanging. This is a fresh reminder to be more cautious over whom I do business with, and especially to make sure I do more research. I thought I was safe on Airbnb, I should of googled RedAwning reviews. Quite the collection of negativity.

  Business Response

  Date: 01/06/2023

  Hello ****** -

  Thank you for your feedback as well as the service you and your family provide for your communities.  We do offer our sincere apologies for the issues you have encountered with booking your stay.  RedAwning has proudly hosted over 1 Million Guests and are sorry that your booking did not live up to our standards for excellence. 

  I do feel the need to offer some clarity as to the reason for the cancellation.  It was not merely that the host wanted to book a longer stay but that the community in which the home is located REQUIRES that the property only be booked for 30 night or more stays and as such your booking would have been illegal.  We do regret that this information was not correctly relayed to your booking site and have made the necessary corrections to this listing.  While our team did make every effort to offer a suitable alternative we understand that these alternatives were not able to meet your needs and as such a full refund has been processed for you. 

  We do regret that this situation has negatively impacted your reservation as well as your feelings about our company.  In order to earn your business we would like to offer you a $200 credit for any future stay booked with RedAwning via RedAwning.com and checking in and out this year (2023)*.  While we understand the severity and inconvenience this cancellation has caused you we would welcome and very much like the opportunity to earn your future business. 

  ********************* - Director of Marketing

  RedAwning.com

   

  *As this is not a standard special or offer please contact [email protected] after you have made your booking on RedAwning.com and specify BBB200 so that we can process a refund to you.  Should your stay total less than $200 the full amount of the stay will be refunded but additional credit will not be available.  Eligible stays must check out by December 31, 2023.

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is a scammer. About a month ago, my wife and her 5 sisters rent an AirB&B which was managed by RedAwning in ********. We paid $3,600 for 6 night, which seemed ok it was for the wedding of a grand-niece. We left the place in the same shape as when we got there. 10 days after we checked out, the owner complained to RedAwning that someone had stuck things on the drywall and wanted $995 in damages. Everyone who stayed there was over 63 and I assure you we did not stick things on their walls. AirB&B decided that the claim was only worth $295 and paid them with ***************** I think that what likely occurred is that RedAwning rented the unit to someone else in the intervening 10 days after we left and that rental that occurred un-beknownst to the owner is when the damage occurred.

  Business Response

  Date: 11/28/2022

  Hello ***,

       Thank you for reaching out and we do apologize for the delay as the holiday did affect our teams hours in office.  We understand that you are upset that this damage was attributed to your reservation.  Unfortunately as yours was the last reservation to vacate the property (and this damage was not noted at your check in) the property owner does have to assume this damage was caused by your party. 

  That said, cleaning and damage waiver fees are meant to cover issues such as this and the matter has already been taken care of.  No additional penalty or cost has been asked of or assessed to you.  We would not have even mentioned this to your party had we not been required to by Airbnb.  We do apologize for any additional stress this issue has caused you or any ill will you feel toward our company.  Please do let us know if we can offer any additional assistance or help.  

   

  *********************

  RedAwning.com

  Customer Answer

  Date: 11/28/2022

   
  Complaint: 18438291
  
  I am rejecting this response because - original response to AirB&B below:

   

  Adding also the owner of the unit - ****** - to this response.
  
  
  I am happy that ********************** policy is paying the claimed damages, as I have no intention to do so.  As I told you before, this whole thing has been quite upsetting to me and my wife.  I promise you that I, my wife and my wife's 5 sisters - all in their 60's and 70's - did not glue things to the dining room walls, pour dye on a bathroom shower curtain or melt a table runner.  And, as you note, none of the hosts at any of the 33 previous places where we have stayed with AirB&B since 2016 have noted that we left their units anything but clean and tidy. 
  
  
  
  If the damages are in fact real - and not a complete mockup ($994 then reduced on review to $299, what the heck?? ), I would suggest that there is another explanation to them besides my party causing them.  My wife and I were the last ones out of the unit on the morning of Sep 27.  On Sep 29, RedAwning wrote us a nice review and thanked us for our stay.  Then, on Oct 8, 10 days after we checked out, RedAwning said that ****** said that the unit was damaged.  Perhaps it would be worth further investigation if RedAwning rented the unit - un-beknown to ****** - to someone else during this 10 day window and that this party caused the damages.  I assure you we did not.
  
  
  
  I would request that you also add this full explanation - including details the $994 reduction to $299 - to AirB&B's internal note on this issue.

   

  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/30/2022

  Hello ***,

       Thank you for your follow up.  While we appreciate the angst this situation has caused you we can not give evidence of a reservation that never occurred. 

  While you may believe differently the evidence supports the fact that your party was the last to check out of the property prior to the damage being noticed by the owner and as such a claim was submitted. 

  It is possible that the damage occurred prior to your parties arrival but as it was not noted in any reservation document or to the host we have no evidence of that. 

  As you have not incurred any further cost associated with this damage and the claim has already been finalized we do consider the matter closed and would encourage you to do the same.  

  Customer Answer

  Date: 11/30/2022

   
  Complaint: 18438291
  
  I am rejecting this response because:

   

  Maybe I was not clear. 

   

  My request for a public apology would mean Public - to include at least AirB&B dispute resolutions and the owner of the unit in some public way.
  

   

  And it would also include Apology.  Which would mean admitting that RedAwning was in the wrong, and incorrectly attempted to collect $900 from me for damages that we DID NOT !!! cause.
  

   

  
  
  Sincerely,
  
  *************************