ComplaintsforRedWeek Inc

• Initial Complaint

  12/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I listed my property with RedWeek and paid the HIGHEST TIER of their service to fully handle the renting of my property at **************** in St ****** ****. I did not think they would be notifying me as they would just take care of inquiries and if they did, it would be by email. RedWeek never emailed that a renter wanted the property. I received an email on December 26 that my listing was cancelled as I did not respond to a renter's request. I PAID FOR THEM TO HANDLE EVERYTHING. December 25 they told the renter the property was not available and TOOK MY LISTING OFF their website since I did not respond. I went on website and found a message dated December 24, Christmas Eve, that I needed to ************* that I complained they have put my listing back up. I probably will not get a renter now. If I don't I feel they should compensate me the full amount of rental income I missed.

  

  Business response

  12/29/2023

  We can certainly understand ************************************ disappointment. However, when she purchased her vacation rental advertisement posting on November 09, 2023, she agreed to the following terms:

  Creation date: 2023-11-09 09:02:************

  Agreement text: By submitting this application, you agree to the
  following:
   
  - You are the owner of the unit/week described, or
  have the legal right to make this transfer.
   
  - RedWeek will run your full-service rental
  posting from the point we confirm your reservation
  up until it rents, or 10 days prior to the
  check-in date.
   
  - The upfront posting fee is $59.99,
  non-refundable. If your rental is successful, your
  final payment will be sent less the service fee of
  $99.
   
  - You agree to all terms of the rental agreement.
   
  - Your rental payment will be disbursed within two
  business days after the check-in date. Funds may
  be held if there is a dispute, or if required
  documentation is missing, as outlined in the
  rental agreement.
   
  - When we send you a booking request by email, you
  agree to accept the offer within 48 hours and
  change the name on your reservation to your
  renter's name within another 48 hours by
  contacting your resort or owner services directly.
   
   
  - If your week becomes unavailable for any reason,
  you will notify us immediately at
  ********************************** so we can remove your posting.
   
   
  - If we contact you with a full-price offer and
  you decline, or fail to respond within the 48 hour
  deadlines for each step, your posting will be
  removed and you will be responsible for the $99
  service fee.
   
  - You authorize RedWeek to contact your resort on
  your behalf to confirm reservation details.
   
  - You agree not to cancel a rental booking after
  it has been confirmed. If your reservation is
  canceled or otherwise altered after a rental
  agreement has been signed, you are responsible for
  covering all costs required to re-accommodate your
  renter.
   
  - The default cancellation policy for your renter
  will be as follows: If Renter cancels at least 60
  days prior to check-in, 50% of the total rental
  amount will be paid to the owner as a cancellation
  penalty, less agreed-upon fees. For cancellations
  less than 60 days prior to check-in, the penalty
  is 100% less fees. Any funds from cancellation
  penalties will be disbursed on the originally
  scheduled disbursement date, barring delays
  outlined in the rental agreement.
  Agreement date: 2023-11-09 09:02:************
  Zendesk ID:
  Status: pending
  Agreement with terms: Yes

   

  A renter booked her week on December 23, 2023 and we notified the complainant via email that she had a booking to approve. Our staff also followed up with another email and telephone call. So per the terms, when she didn't accept the booking or respond, her posting was deactivated. 

  When the complainant contacted us about her posting being inactive, we informed her why it was not longer active and as a courtesy, reactivated the posting. We are happy to say that another renter has already booked her rental and barring any material disputes, the complainant's funds will be disbursed to her per the rental agreement that she accepted.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a cruise with travel agent *********************************. During the conference call, I authorized ******** to charge my credit card a specific amount for the trip, which she did charge. To my shock, ******** later took it upon herself to fraudulently charge my card a separate time, for $40.91; a charge she did not disclose from me, nor did I authorize. I called Redweek Travel to discuss this fraudulent, undisclosed charge. But after consuming a considerable amount of my time on the phone, all Redweek agents refused to discuss the booking with me. Why? Because they said the phone number and address assigned to this booking did not match the number and address I provided. As it turns out. Sumbulan made up a phone number, which she did not tell us, and completely made up an address. The booking is under my travel partners name. During our conference call, ******** did not ask my travel partner for her address. We discovered on the emailed invoice that ******** had made up a nonsensical invalid address in ***, though my friend lives 300+ miles from ***. We are completely barred from accessing our own booking. Redweek must refund both fraudulent charges on this booking, and input BOTH of our CORRECT contact info so that we have access to our own booking. This is all very suspicious and I am wondering if this is a spam company.

  Customer response

  12/13/2023

  I want to add to my complaint: The cruise we booked includes the basic "Free at Sea" package shown on the attached document provided. Redweek Travel did NOT add the included "Unlimited Open Bar Package" or the "specialty dining" to our booking. Redweek needs to add the bonus FREE food and drink options, as advertised. 

  Customer response

  12/16/2023

  I want to withdraw the complaint. The company was extremely helpful and the issue is resolved.

  

  Business response

  12/17/2023

  Good Morning,

  Our team has been in contact with the complainant and she has advised that the matter is resolved to her satisfaction.

   

  On December 10, 2023, ***** ***** (lead passenger on the booking) called and spoke with a cruise sales agent to book a 7-night Eastern ********* cruise for two aboard the Norwegian Epic sailing March 24, **** March 31, ****. ****************** is the secondary passenger on the booking. Both guests paid an *** deposit of $40.91 pp and an additional $1225.72 per person directly to the cruise line.
  
  We explained the *** deposit of $40.91 to ******************. She understands and explains that when she called to inquire about the charge, the agents could not access the booking due to ***************** information being listed. We updated the booking to include ******************** address, phone#, and email. In addition, we reviewed the booking, optional amenities, and removed the insurance at her ******************** request. ****************** was highly satisfied with the result of our call and said she will be updating her BBB complaint.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/10/23 I paid $3800 plus fees to rent a villa at the Westin in *********, Maui. I have contacted Red week and the owner in the contract as we were to arrive 10/15/23 and the local government has discouraged travel through 10/17/23 at this time. Our activities at the resort have been canceled by the resort. The resort has messaged there is no cancellation penalties for the owners we rented from, they do not have pools open, restaurants, cell service, the infrastructure is unsafe, the air quality is not safe, and the road to the resort is only open 6am to 10pm. Many local businesses are not open and will be closed indefinitely. Red week has refused to honor force majeure that was stated in the contract and is only leaving it up to us to message the owners which has resulted in inconsistent communication and no option for refund at this time. The way this company is handling this tragedy and refusing to support local government recommendations is appalling. Not refunding peoples money and encouraging them to vacation in a disaster area is unethical, and an insult to the locals of that area whom are displaced and grieving.

  

  Business response

  08/28/2023

  The events in Maui are truly tragic and while we can certainly understand *****'s extreme disappointment and we have communicated with her. However, we need to advise that there we're required to follow the terms of the rental agreement that she accepted on May 05, 2023, the cancellation terms state:

  4. Cancellations
  Renter and Owner agree to the following Cancellation Policy once RedWeek issues the Confirmation: If Renter cancels at least 60 days prior to check-in, 50% of the total rental amount will be paid to the Owner as a cancellation penalty, less agreed-upon fees. For cancellations less than 60 days prior to check-in, the penalty is 100% less fees.

  At this time, we have not been notified that the resort will be closed to accepting guests on her check in date of October 15, 2023. If the resort is closed, then she will be due a full refund per:

  
  5. Force Majeure If the Unit is uninhabitable or inaccessible on the day the Rental Period commences by reason of flood, fire, storm, force majeure, or other natural disaster, and a satisfactory substitute is not made available, the total Rent Payment will be refunded to the Renter. If the Renter is required to evacuate the Unit at any point during the Rental Term, the Renter is *********** a pro-rated refund for unused nights from the point of evacuation order through the remainder of the Rental Period. In such events, the Owner will have no further liability to the Renter. Renter's inability to complete their travel for any other reason beyond the Owner's control (including, but not limited to, illness, airline interruptions, job loss, government mandate or restrictions) are the sole responsibility of the Renter, and the Cancellation Policy in section 4 applies. Renter is encouraged to purchase trip interruption and cancellation insurance for such matters.

  
  Per the rental agreement, only the owner of the vacation rental can authorize any exception to the cancellation policy. We ask that she monitor communication to see if the owner chooses to make an exception to the cancellation policy that she agreed to or for information pertaining to official cancellation of her reservation by *******

  
  While we can certainly sympathize with her dilemma, we must note that ***** was offered travel insurance at the time of purchase, which she declined. As we have advised her, the situation in Maui is very fluid and we have very little information from the resorts. We will absolutely continue to monitor official communication from the resorts and will be reaching out directly to owners and renters if we learn that their booking is impacted. 

  Customer response

  08/28/2023

   
  Complaint: 20533128
  
  I am rejecting this response because: the resort is not accepting reservations for the dates we are going. We had a luau scheduled for 10/17 and they cancelled and refunded our money. I dont believe redweek has attempted to contact the resort and determine any details. I have a friend who is an owner at the resort that sent official communication of the condition of the resort and area. I signed to rent from a place with pools, housekeeping, restaurants, and various other amenities that this facility does not have staff to operate. Redweek needs to be in better communication with these places. The governor has strongly discouraged non essential travel over our dates. This facility will not be the facility I booked, and my contract already covers the issues of fire and disaster. Force majeure should be enacted at this time as far as this contract goes. The owner has been contacted, however Redweek is the holder of our money at this time. Do the right thing. My dates fall in the governors travel not recommended dates, its not after. We cant book anything at that resort until 11/01, well after we leave. I think you need to get ahold of the Westin and find out for yourself how little will be available while we are there and it will not be the place or conditions we originally booked. 
  
  Sincerely,
  
  ***********************

  

  Business response

  08/29/2023

  While we can understand ******************** frustration, it's important to understand that we're required to follow the exact terms of the rental agreement that she accepted. The Force Majeure clause does not apply because at this time, there is no government imposed ban on travel to ****** or Maui specifically, and as of this writing, there is no indication that the resort will be closed on her check-in date of October 15, 2023. 

  
  We want to be clear that if the resort is closed and not accepting guests, then **************** will be *********** a full refund, per the rental agreement in place. Per the rental agreement:

  5. Force Majeure
  If the Unit is uninhabitable or inaccessible on the day the Rental Period commences by reason of flood, fire, storm, force majeure, or other natural disaster, and a satisfactory substitute is not made available, the total Rent Payment will be refunded to the Renter. If the Renter is required to evacuate the Unit at any point during the Rental Term, the Renter is *********** a pro-rated refund for unused nights from the point of evacuation order through the remainder of the Rental Period. In such events, the Owner will have no further liability to the Renter. Renter's inability to complete their travel for any other reason beyond the Owner's control (including, but not limited to, illness, airline interruptions, job loss, government mandate or restrictions) are the sole responsibility of the Renter, and the Cancellation Policy in section 4 applies. Renter is encouraged to purchase trip interruption and cancellation insurance for such matters.

  It's also important to note that refunds are not permitted if amenities or activities are closed:

  10. Owners Responsibility

  Neither RedWeek nor Owner are responsible for any inconvenience, unavailability, or interruption of services due to repairs, improvements, on-site construction, amenity closures, reasonable resort substitutions (specific unit, bed types, etc.), or for any other reason beyond the Owner's control. Owner is responsible for providing Renter with reasonable notice of any such inconveniences of which Owner becomes aware.

  As we've advised, only the actual owner of the vacation rental week can authorize any refund and we're legally obligated to follow the exact terms of the rental agreement in place.

  Customer response

  09/01/2023

   
  Complaint: 20533128
  
  I am rejecting this response because:
  I have included the proclamation from the governor of ****** strongly discouraging vacation travel to the area through 10/17. Again, we are scheduled to be there 10/15. Also, we have made multiple attempts to contact the owner, they have not been responsive. What is the next step when the owner will not respond? Or are they just able to ignore us and our questions?
  Sincerely,
  
  ***********************

• Initial Complaint

  08/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear BBB,This last week, our family rented a TimeShare through RedWeek to Maui. In LESS THAN 24 HOURS after we booked, West Maui was up in flames and absolutely devastated by the unexpected and extremely unfortunate natural disaster. I need to state again, less than 24 hours after our trip was confirmed, **** was absolutely devastated by wildfires. In instances like this, where bookings were made so very close to disaster striking, families like ours should have a grace ****** for a full refund. Ive tried to contact RedWeek with absolutely no luck. Emails are auto generated to state they are monitoring the situation and the owner of the timeshare is also being non-responsive. Its not just about the financial impact to our family. Our son, who is 4 years old, suffers from very serious asthma that has led to hospitalizations in the past. It is NOT safe to take him into an area devastated by smoke damage and toxic waste of any form. On top of that, our 8 year old daughter suffers from severe anxiety and she is really struggling to think we may be obligated to go on a trip to a place that is so dear to our hearts in the condition it is currently in. There should be no question in these unique and heartbreaking, RARE, Circumstances for families like ours to get a full refund. RedWeek should truly be ashamed for maintaining their contract, especially when we booked LESS THAN 24 hours Before the development of disaster conditions. Please help them understand and allow families across the world line ours to get proper resolution.

  

  Business response

  08/12/2023

  The events in Maui are truly tragic and while we can certainly understand ******************** extreme disappointment and we have communicated with her. However, we need to advise that there is no grace ****** for vacation rental bookings and per the rental agreement that she accepted on August 07, 2023, the cancellation terms state:

  Renter and Owner agree to the following Cancellation Policy once RedWeek issues the Confirmation: If Renter cancels at least 60 days prior to check-in, 50% of the total rental amount will be paid to the Owner as a cancellation penalty, less agreed-upon fees. For cancellations less than 60 days prior to check-in, the penalty is 100% less fees.

  She accepted these terms on August 07, 2023 at 11:02 pm PT and we issued her confirmation less than 12 hours later at 8:11 am PT on August 08, 2023. Because she booked the vacation rental less than 60 days before the check in date of September 21, 2023, she will not be eligible for any refund unless the resort in question is closed on her check in date per the rental agreement:

  5. Force Majeure If the Unit is uninhabitable or inaccessible on the day the Rental Period commences by reason of flood, fire, storm, force majeure, or other natural disaster, and a satisfactory substitute is not made available, the total Rent Payment will be refunded to the Renter. If the Renter is required to evacuate the Unit at any point during the Rental Term, the Renter is entitled to a pro-rated refund for unused nights from the point of evacuation order through the remainder of the Rental Period. In such events, the Owner will have no further liability to the Renter. Renter's inability to complete their travel for any other reason beyond the Owner's control (including, but not limited to, illness, airline interruptions, job loss, government mandate or restrictions) are the sole responsibility of the Renter, and the Cancellation Policy in section 4 applies. Renter is encouraged to purchase trip interruption and cancellation insurance for such matters.

  Per the rental agreement, only the owner of the vacation rental can authorize any exception to the cancellation policy or refund. **************** did use the Discussion tool to reach out to the owner on August 09, 2023 and we ask that she monitor communication to see if the owner replies to her request.

  While we can certainly sympathize with her dilemma, we must note that **************** was offered travel insurance at the time of purchase, which she declined. As we have advised her, the situation in ****** is very fluid and we have very little information from the resorts. We will absolutely continue to monitor official communication from the resorts and will be reaching out directly to owners and renters if we learn that their booking is impacted. 

   

  Customer response

  08/14/2023

   
  Complaint: 20460434
  
  I am rejecting this response because:
  
  1.) ********* when I contacted them stated they strongly discourage visitors. 
  

  2.) Force Majeure due to an extraordinary event TAKING place should be granted. There was a massive devastation less than 5 miles from this hotel that still does not have power  

  3.) We cant even get the owner, ***********************, to reply to us through multiple attempts. 

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

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Made a sale price $2,400 offer for a week at *********** Towers Posting R1090568 I was told I was first inquiring and informed them I wanted to proceed. Realtor from Redweek told me the seller increased his price to $10,000. Even though the highest price weeks for sale are and currently $6,000 and $5,900. I feel this is a scam and this unit was never available. Its the second time I witnessed this deception. Theyre not honest in their listings or transparent in their negotiations.

  

  Business response

  07/11/2023

   It's important to understand that RedWeek.com does not set the price for any rental or resale offering advertised on our site. We can certainly understand the complainants frustration. However, in this case, the owner/seller of the unit changed their asking price, which we have no control over.

  Customer response

  07/11/2023

   
  Complaint: 20293359
  
  I am rejecting this response because: I have seen this before where they put up a week for sale at a very low price and when I inquire about it, they immediately say its already gone or not available. In this case raise the price. They are deceptive in their sales practices. And there is no one to oversee what they do. Somehow they need to be held accountable for their actions.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Redweek changed their listing procedure which places all protected and verified rentals first and all others after that. Having been a member since 2009, all rentals were listed by rental date. Now I am relegated to a second class that renters do not know exists. There was no notification this was happening and no notification to potential renters to go all the way down the list to find the second group of those who did not pay the extra fee to verify and protect the listing. I feel this is just an attempt to make people pay the fee. Claiming renters want verified listings is bull. Putting both together gives renters the ability to choose. Separating them--people do not know the second group exists. There are approximately ************************ their general discussion forum.This is a means of making people pay to verify their listing and the company to make more money

  

  Business response

  12/01/2022

  This is a timeshare sale where the closing was delayed. The first reason is that resale closings are taking longer since Covid. We address this in the CORONAVIRUS (COVID-19) EXTENSION ADDENDUM TO CONTRACT, which is included in the attached sales agreement.

  Also, the sales contract had a special clause containing the following: Buyer to take **** usage but will be responsible for the 2023 maintenance fees, and also for the 2022-23 property taxes. Seller has paid the 2022 fees and the 2021-22 property taxes with no reimbursement. Seller to credit Buyer $1,871.29 to be used towards the 2023 maintenance fees and 2022-23 property taxes.

  Unfortunately, there were additional delays because the county rejected the deed. The death certificate that **************** provided was not legible enough and she was asked to provide a copy that was legible and she because quite irate. 

  As of this writing, the deed has been recorded, but the resort needs to complete the ownership transfer.

  We understand that the time it can take for the complete sale and ownership transfer of a timeshare can be frustrating. However, RedWeek simply has no control over the time it takes to record a deed or the quality of the documents that the owner sends in. 

• Initial Complaint

  11/21/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed with redweek.com to sell my timeshares in Kolina and Desert *********** was h*** The topper is that I got the sold papers for my timeshare in Desert Springs and hadnt received my check for my whopping $4.12. When I called to inquire why I hadnt received the money i was told oops we couldnt read your husbands death certificate we need another copy. Now I have a signed sales agreement. I am now getting an invoice for my *************** for this property. Obviously redweek.com screwed up. I want redweek com to pay my *************** of $1886.98 if the sale is not completed in a timely matter which is far as I was concerned it was.

  

  Business response

  12/02/2022

  The complainant is selling her timeshare through out service and we can certainly understand her frustration with the amount of time that the closing process takes. However, she was advised that the closing process could take longer than expected, as seen in the sale contract rider. Also included in the sales contract was the following:

  
  Buyer to take **** usage but will be responsible for the 2023 maintenance fees, and also for the 2022-23 property taxes. Seller has paid the 2022 fees and the 2021-22 property taxes with no reimbursement. Seller to credit Buyer $1,871.29 to be used towards the 2023 maintenance fees and 2022-23 property taxes.

  There was an additional delay because the death certificate that the complainant was not legible enough and the county rejected the deed. Once she provided *************, the deed was recorded and as of this writing, we are waiting for the resort to transfer ownership.

  Timeshare sale transfers and closings can take considerable time and unfortunately, we have no control over the process.

• Initial Complaint

  09/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I rented a condo at ********************** in **** **************. And what I found when I got there was the most neglectful circumstances faced with mold, dirty furniture, dirty floors and carpet. My biggest problem is that even though he promised me a refund after the fact he tried to send me to one of their new units at 505A but that was pretty much gross because the furniture was still nasty and the sofa was disgusting with food stains and who knows what stains. normally the sofa would be tan but it was brown from the dirt. Never stay there unless theyve renovated everything and replaced all the furniture. The grounds were falling apart there was weeds and the need for paint everywhere. Its a sad situation and *******************, whom I rented from, was helpful until He couldnt fix the situation. Im Shocked that anything IN **** ** would be less then great.

  

  Business response

  09/19/2022

  We are sorry to hear that ******** didn't have a pleasant stay at any resort. However, RedWeek.com isn't affiliated with any resort and we have no control over any resort's quality. We were also unable to locate any RedWeek.com account or booking purchased directly through RedWeek.com. 

   

  We would recommend that she contact the resort management or the entity that she reserved her stay through to report her experience.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I have a contract and paid RedWeek $1000 to complete a sale of a timeshare deed. That was 5 months ago and they are still delaying the sale, causing me a loss of time and money. Now demanding another $1000 to be put in escrow because they have delayed the closing for so long.

  

  Business response

  10/14/2021

  We can certainly understand the complainant's frustration. However, the reason for the delay of this transfer and the addendum that was sent to the complainant is solely due to Orange Lake Resort's mishandling of the estoppel form.

  
  The complainant is in the process of purchasing a timeshare resale which is managed by ****** **** *******. ****** **** ******* does typically take longer than most companies to transfer ownership, but in this case, Orange lake made errors on the estoppel form needed to close the sale. Because of those errors, the transfer of ownership has been significantly delayed and Orange Lake will not transfer ownership unless the 2022 maintenance fees are paid. 

  
  Orange Lake requires that the actual owner pay the maintenance fees and because the transfer of ownership time is quite lengthy, the complainant will not yet be the actual owner of the unit. So in this case, the seller must pay those fees and because the complainant is taking the 2022 usage she must pay those fees. She has advised that she wants to pay those fees directly to Orange Lake, however, the fees will be due before the transfer of ownership is complete and the sale cannot take place unless those fees have been paid.

  
  We have advised the complainant that she can contact Orange Lake management to see if they will accept the fee payment from her, but as of this writing, we have not been advised that she had done so.

  
  RedWeek has done everything possible to expedite the sale, but because of the Orange Lake's estoppel errors and their maintenance fee policy, the only way that the sale can take place is for the buyer to deposit the amount of the maintenance fees in escrow and receive reimbursement.

  Customer response

  10/18/2021

  
  Complaint: ********
  
  I am rejecting this response because: It is very easy for them to play the blame game but this delay was caused by Redweek. In fact, if they had known the product they were selling from the start of this transaction it would be done by now. As an owner at HICV for 17 years I tried to tell them what HICV did eventually tell them. I also said I accepted what HICV told them and still they dragged it out with the addendum.  They cannot blame them for their incompetence. You can only reach Redweek by e-mail and it takes them days and sometimes weeks to respond even though I answer their e-mails immediately. I signed the addendum the day they sent it after the closing agent had them reword it so they cannot say I have not responded. This is no fault of HICV, I know someone who closed their deal in less than 90 days with HICV and I can attach their message regarding that if you want to see it.

  
  Sincerely,

   

  ***** ******
  
  
  

*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. ↩