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:04/04/2025

  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.

  Booking made not as listed. Verified by Redweek. Flight booked. Booking from resort was not as listed. We paid a verified and protected fee to Redweek as part of Booking fee. Basically response was that we cannot do anything.

  

  Business Response

  Date: 04/09/2025

  We are sorry to hear that the complainant is unsatisfied. However, the view and floor number were not listed on the rental posting. When we learned that they were unhappy with the floors that their unit would be on, we provided the complainant with an opportunity to cancel the booking but could not provide a refund of the service fee. The complainant advised that they wanted to keep the reservation, which we promptly confirmed for them. We hope they have a fantastic vacation in *******!

• Initial Complaint

  Date:03/12/2025

  Type:Customer Service 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 purchased Redweek's full service listing on February 18th 2025 for a total of $78.98. The price includes one year membership of $18.99 and ************ listing of $59.99. I have since tried to contact customer service on the status of the ad they are supposed to put up for my for my timeshare rental in about 10 days time. Not only they did not fulfill their side of posting my listing, they have also never responded to any of my emails. I emailed them 3 times. Called once and only got a generic response from a gentleman saying someone will get back to me.

  

  Business Response

  Date: 03/19/2025

  We do regret that the complainant experienced and unusual delay and we'll be reaching out to her directly to resolve the matter.

  Customer Answer

  Date: 03/19/2025

   
  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:03/07/2025

  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 paid over $5000 CDN for a one week stay in ****. It took 8 days to get confirmation that my booking was confirmedthat was only after calls and emails to get information so I know if I was safe to book flights. I asked about cancelling and was told there would be reprecussions. I asked to speak to a manager and they told me managers dont take phone calls. Then when I asked confirmation of booking they told me to call the hotel myself.but yet this booking was thru them and that was what they were supposed to do. I was out that money and then was threaten today to tell them right away if I was keeping the reservation cause they could tell the owner to cancel on me. In the 8days Ive been waiting fir confirmation flight prices have gone up by over $250 as I was told not to book flights til final confirmation of the booking

  

  Business Response

  Date: 03/10/2025

  We are sorry to hear of the complainant's dissatisfaction. However, as we explained to the complainant, ************** merged with **********************, guests are now required to present two separate reservation confirmations when renting from an owner. Because of this, resorts are experiencing longer than usual processing times to update the name in both systems. We explained this to the complainant and provided her the opportunity to cancel the booking and she advised that she wanted to proceed with the vacation rental.
   
   We do understand this delay can be very frustrating with volatile airfares, but it is due to the time the resort takes to update their systems and is simply outside of our control. 

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23032475
  
  I am rejecting this response because it wasnt three days I waited for a confirmation. It was 9 days from the date of booking when you had my money. I only got the confirmation on the ninth day after having to call your customer service which was of no help and instead I had to call the hotel direct to see if they had my booking, which they did. Your team was threatening, not helpful and  told me I couldnt speak to a manager to get help. Instead I had to confirm the booking myself which was also part of the service I paid for that your team told me to do myself. Your timelines and service are not adhering to wait you lay out on your site.

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

• Initial Complaint

  Date:09/09/2024

  Type:Product 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.

  Redweek Travel( a subsidiary of Redweek) recently sold me an extension package for use on Redweek travel. This package consisted of combination/points certificates and travel cash.My first package experience with Redweek Travel was consistent and reliable to the terms and conditions.However, after purchasing the second package, Redweek Travel changed the terms and conditions without notification. The Value of points/cash changed 2-3 as high as 4 times the value that was agreed to during purchase. This is fraud.When questing the supervisor , they claim third party Resorts changed the terms. My contract was not with third Party resorts, it was with Redweek Travel.I politely asked for a full refund of my second package and that was outright denied. Fraud again.Customers need to be notified of this fraud taking place at Redweek Travel. I want it to be resolved by issued a full refund.

  

  Business Response

  Date: 09/11/2024

  We are sorry to hear of the complainant's experience and because of it, we reached out to the third party that manages the Travel Reward program. They advised that they have called and emailed the complainant on September 10, 2024, cancelled the upgrade and have processed two refunds in the amounts of $599 and $3100. 

  We hope that this will rectify the matter for **************.

  Customer Answer

  Date: 09/12/2024

   
  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:07/28/2024

  Type:Order 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 bought a timeshare at *************************************** on Redweek. The ad on Redweek was a VERIFIED AD. The ad said I was getting 50 universal points which would get me a junior suite. I would have access to that unit every other year (Odd years). The maintenance fee would $276 or $5.52 per point (50 points x $5.52 = $276). I have access to it until 2043. Once the contract was finalized and I owned the timeshare, I called the resort and tried to deposit my timeshare. That's the first step in using it. The resort told me that 50 points do not get me a junior me suite. I need 100 points. That means the price I have to pay to use the timeshare is doubled from what I agreed to. Instead of $276 I would have to pay $552. I emailed Redweek and told them about the situation. Basically, they told me, that's the information they got from the resort and if it is wrong I have to deal with the resort to get it figured out. But, I did not buy it from the resort. I bought it from a verified ad on Redweek. Redweek sold it to me. I never spoke to the resort during the buying process. Why would I have to figured it out with the resort? If it took me one phone call to find out that 50 points does not get me a junior suite, it's hard to believe that Redweek did not know that 50 points does not equal a junior suite. I have been trying to work this out with Redweek for about a month. yet, Redweek is still advertising that you can get a junioor suite for 50 points. They know that isn't true from dealing with me. ***************************************************. Redweek has this statement at the bottom of each post that is verified.This is a RedWeek.com full-service posting. Key details have been verified, and all offers will be handled by one of our licensed real estate brokers.That statement is untrue. Key details were not verified. I should not have to pay double the price I agreed to. Redweek should be responsible for the extra 50 points. Thanks.

  

  Business Response

  Date: 08/15/2024

  We are sorry to hear that the complainant misunderstood. However, according to the contract terms, they acquired an every other usage (odd) in a Jr. ********* style="line-height: inherit; color: rgb(47, 57, 65); font-family: system-ui, -apple-system, "system-ui", "Segoe UI", Roboto, Oxygen-Sans, Ubuntu, Cantarell, "Helvetica Neue", Arial, sans-serif; background-color: rgb(248, 249, 249);"> 
  The resort has verified that they are entitled to 50 points on the odd years and 50 points on the even years, totaling 100 points every other year. This allocation aligns with the requirements for utilizing the Jr. ****** as outlined in the contract.
   
  To reiterate, they will receive the accommodations specified in the contract:
  Jr. Suite 
  Usage- Every other year (odd)
   
  In addition, the contract stipulated the maintenance fee is paid yearly.
  BUYER IS RESPONSIBLE FOR ANY MAINTENANCE FEES OR TAXES DUE AFTER THE CLOSING. THE CURRENT YEAR'S ASSESSMENT FOR COMMON EXPENSES ALLOCABLE TO THE TIMESHARE INTEREST YOU ARE PURCHASING IS $5.76 PER POINT (FOR 2024). THIS ASSESSMENT, WHICH MAY BE INCREASED FROM TIME TO TIME BY THE MANAGING ENTITY OF THE TIMESHARE PLAN, IS PAYABLE IN FULL EACH YEAR ON OR BEFORE UPON USAGE OF POINTS.
   
  We understand the concern regarding the perception of misinformation. However, it is important to note that they are receiving the terms as outlined in the contract.

  Customer Answer

  Date: 08/18/2024

   
  Complaint: 22057101
  
  I am rejecting this response because: I have attached a copy of my contract and a copy of the link to the Ad. Where does it say that I would receive 50 points on even years and 50 points points on odd years and I would need 100 points for a Junior suite? Neither document makes that clear. I agreed to buy a junior suite and pay $276 in maintenance fees for 50 points. After I signed the contract and called the resort, I am told I have to pay for 100 points to have use of a junior suite. That is double (100%) more than I agreed to. 50 points does not get me anything. Why would your Ad advertise a junior suite for 50 points when 50 points can't get me anything? This is the conversation via email that I had with ******** (Redweek Customer Service):

  7/2/24

  I sent this email:

  Hello, so I have my timeshare. I tried to deposit it by calling the resort. I was told that the maintenance fee is over $550. I specifically asked about the maintenance fee multiple times during the negotiation process and was told it was $276. The contract also stated and I was also told I was receiving 50 points which could get me one week in a Junior Suite. When I called Pueblo Bonito I was told that I need at least 100 points for a junior suite and 50 points gets me nothing. So I would like to talk to someone about these discrepancies. 

  ********'s response:

  *************;(RedWeek Customer Service) 
  Jul 2, 2024, 7:58?PM PDT 
  Hi , 
   
  Your questions were not answered how you have advised in your previous email. See below our correspondence:
   
  The info provided to you about the maintenance fees is listed below:
  ***************************
  Assign
  Mar 28 12:05 pm
  HI, 
  Seller has only record of the first and only fee he has paid which was the 276 in 2022.
  Hope this info helps.
   
  Also, your question about the points were answered as seen below:
  Not really sure about the points as I never used them. Maintenance fee is once every 5 years. Last time I paid them was on 2022 so owner will not have to pay them until 2027. Owner pays maintenance fee regardless if reservation is made or not. As far as I know the maintenance fee stays the same. It has not increased at all since I have owned it. I dont know about exchanging or trading the property with RCI. No other fees that I am aware of. Only cost I have at this point is the 5 year maintenance fee which I have only paid once since I purchased it in 2017.
  Sorry I cant answer your questions better but thats all I know.

  *************************** Authorized RedWeek *************************************************************************** LLC

  7/3/24

  My response:

  Thank you for your prompt response. My question is this: On the listing it says that I am buying a junior suite and I am getting 50 Pueblo Bonito Universal points. When I called the resort to reserve/deposit my week I am told that 50 points does not equal a junior suite. I would need 100 points to get a junior suite. So if I didnt buy a junior suite or the equivalent of a junior suite based on the 50 points I received, then what size room did I purchase? And if I didnt purchase a junior suite, why does it say that I am purchasing a junior suite on the listing? Im just a little confused. Can you assist?

  
   *************;(RedWeek Customer Service) 
  Jul 3, 2024, 6:00?AM PDT 
  HI, 
  See attached estoppel we received directly from the resort.
  It states all of the information on the form. This is what we base our redweek verified ads on. These forms are completed by the resort and provided to us before we create the ad.
  
  *************************** Authorized RedWeek *************************************************************************** LLC
  
  Attachment(s)
  townsendEstopComplete.pdf 

  My response:

  Thank you for the estoppel, but do you understand my concern. I bought the timeshare/resort based on the verified ad posted on redweek. On the ad it gave a price, terms of use, and description of the size of unit I would be buying. It specifically said junior suite thats why I bought it. There were other unit sizes available, but I choose the junior suite because that is what I wanted and that size fit my needs and budget. Now after I did my part and paid the purchasing price and all the closing fees and taxes, I am being told that I didnt purchase a junior suite. So what size unit did I purchase. Apparently, I didnt purchase any size unit because unless I pay more money I dont have access to a unit. That is not fair to me. That is not what I signed up for. I am not saying it is Redweeks fault, but I did buy the timeshare based on the redweek ad. I dont know who is to blame or what the remedy is, but this issue cannot be blown off and my concerns dismissed. I bought this timeshare in good faith and I expect to receive what was advertised. None of this is my fault so I shouldnt be the one having to just accept someone elses mistake. It would be great if I could speak with someone over the phone so we can try to get to the bottom of this mixup. I am not accusing redweek of false advertising, but I am concerned that I didnt receive what I purchased.
  *************************;
  ************

  
  Michelle (RedWeek Customer Service) 
  Jul 5, 2024, 8:48?PM PDT 
  HI,. 
  I do understand your concerns and I wanted to. let you know how we obtained that info. I will refer this to management for the next steps and will revert back.
  
  *************************** Authorized RedWeek *************************************************************************** LLC

  
  Michelle (RedWeek Customer Service) 
  Jul 10, 2024, 4:02?PM PDT 
  HI, 
  We are working with communicating with the resort regarding the issue at hand and will. be in touch once we have further info/
  
  *************************** Authorized RedWeek *************************************************************************** LLC
  

  
  *************;(RedWeek Customer Service) 
  Jul 12, 2024, 4:27?AM PDT 
  HI, 
  See below response from the Pueblo Bonito staff regarding your ownership.
  *********************************, Jul 11, 7:40?PM (11 hours ago)
  
  
   
  Hello
   
  The contract has 50 universal points per year and can be used every other year on odd years.
   
  This is how works:
   
  50 points for 2024 + 50 points for 2025 = 100 Points = 1 Junior Suite.
   
  50 Points for 2026 + 50 points for 2027 = 100 Points = 1 Junior Suite
   
   
  My Best Regards.
  
  *****************************
  Asistente de Servicio a ************************* Assistant
  *********************
  ****************** + 7118
  U.S. Toll-free number ************
  www.pueblobonito.com 
  
  
  *************************** Authorized RedWeek *************************************************************************** LLC

  AS EVERYONE CAN SEE, ******** (REDWEEKS CUSTOMER SERVICE) DID NOT KNOW HOW THE PROCESS WORKED WITH THE 50 POINTS AND HAD TO CONTACT THE RESORT FOR AN EXPLANATION. IF REDWEEKS' CUSTOMER SERVICE DIDN'T UNDERSTAND THE POINTS PROCESS AND HOW IT WORKED, WHY ARE THEY INSISTING THAT I KNEW AND IT WAS CLEARLY STATED IN THE AD AND MY CONTRACT. THAT JUST DOESN'T MAKE SENSE.

  My response:

  Thank you for clarifying the issue, but your explanation is a big deal. If I would have know what you just said before I bought this timeshare, I wouldnt have bought it. I have been searching for a timeshare for over 18 months. My number one issue was the maintenance fee. I bought this particular one because in the ad it stated that I only paid $276 every odd year for a junior suite, but that is not the case. I actually pay double that (50 points x 50 points). So the maintenance fee is actually over $500 closer to $600 for me to have use of the junior suite. That is not good. Thats puts me in a situation I did not sign up for. I have not bought timeshares with lower maintenance fees and bigger rooms because I dont want to pay over $500 for the use of a timeshare. I really wanted to buy a timeshare affiliated with ********************** (*************************** &Spa) for example, but I chose this one because the maintenance fee said $276 on Redweeks Verified Ad. But that is not true because $276 does not give you access to the junior suite.  The points as well as maintenance fee has to be doubled to have access to the junior suite. The ad from which I bought my timeshare was either misinforming (best case scenario) or fraudulent and manipulating (worse case scenario). The way you explained the points system to me know is the way it should be placed on the Ads so people can make an informed decision. How can we fix this situation?
  
  
  Thank you
  -*************************;

  *************;(RedWeek Customer Service) 
  Jul 14, 2024, 6:02?AM PDT 
  HI, 
  What gives you the impression that the maintenance fees are double now versus how it was marketed. I do not see that that has changed by the response to the resort. Please clarify?
  
  *************************** Authorized RedWeek *************************************************************************** LLC

  My response:

  Excuse me for the misunderstanding, let me try to clarify myself. 50 points does not get me a junior suite. I need 100 points to get a junior suite. Those extra 50 points cost. So I have to pay the maintenance fee twice (even year plus odd year)  if I want to use the junior suite every odd year. 50 points plus 50 points. Thats double the maintenance fee. Thats why the guy at the resort told me it would cost over $500 close to $600 to book a junior suite every odd year. The 50 points are not free. I have to pay for them. Do you understand? If I only needed 50 points then the maintenance fee would only be approximately $276.

  I have the entire email feed but I think you get the point. I was never informed that I would have to pay for 100 points to have use of the junior suite I purchased. Redweek does not want to take accountability for misinformation/misrepresentation that occurred during this process. 

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

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

  

  Business Response

  Date: 08/23/2024

  Its important to understand that we create the resale posting advertisement based on the information that the resort provides us in the estoppel form (attached). Per the resort, the complainant would receive 50 points, Odd usage and Junior suite. It did not state he would receive 50 points every other year, just that he gets 50 points and usage is odd. We do not monitor any information on what type of unit is bookable with those points, nor the number of points needed for any particular unit.
  
  Prior to him signing the contract, we advised the complainant about this, and he advised that he would contact the resort to ask what he could book with 50 points. Below is the communication:
  
  Teflon Thirteen (*************************)
  Mar 08 5:34 pm
  Yes I do have a few questions.
  1. What size accommodations can 50 points get?
  2. Can points be carried over from year to year or is it use it or lose it?
  3. Do I only pay the maintenance fee if I make a reservation? So if I never book a reservation, I never pay a maintenance fee?
  4. Every five years there is a $275.50 fee. Does this fee increase or does it stay the same? Does the maintenance fee increase yearly? If so, by what percentage?
  5. If I exchange this timeshare on RCI do I pay the maintenance fee or does the person who trades for it?
  6. Is this property easily tradable on RCI?
  7. Are there any other hidden annual fees that I should know about?
  Sent from my iPhone
  
  ***************************
  Mar 08 5:39 pm
  HI, 
  I will relay your questions to the seller and revert back with their response.
  
  *************************** Authorized RedWeek *************************************************************************** LLC
  
  
  ***************************
  Mar 09 4:33 pm
  Hi, 
  See below the response from seller
  
  Not really sure about the points as I never used them. Maintenance fee is once every 5 years. Last time I paid them was on 2022 so owner will not have to pay them until 2027. Owner pays maintenance fee regardless if reservation is made or not. As far as I know the maintenance fee stays the same. It has not increased at all since I have owned it. I dont know about exchanging or trading the property with RCI. No other fees that I am aware of. Only cost I have at this point is the 5 year maintenance fee which I have only paid once since I purchased it in 2017.
  Sorry I cant answer your questions better but thats all I know.
  
  Please confirm you wish to proceed.
  
  *************************** Authorized RedWeek *************************************************************************** LLC
  
  
  ***************************
  Mar 10 3:50 pm
  Hi,
  
  YOUR RESPONSE IS NEEDED TO PROCEED
  
  See below the response from seller
   
  Not really sure about the points as I never used them. Maintenance fee is once every 5 years. Last time I paid them was on 2022 so owner will not have to pay them until 2027. Owner pays maintenance fee regardless if reservation is made or not. As far as I know the maintenance fee stays the same. It has not increased at all since I have owned it. I dont know about exchanging or trading the property with RCI. No other fees that I am aware of. Only cost I have at this point is the 5 year maintenance fee which I have only paid once since I purchased it in 2017.
  Sorry I cant answer your questions better but thats all I know.
   
   Please confirm you wish to proceed.
  
  *************************** Authorized RedWeek *************************************************************************** LLC
  
  Teflon Thirteen (*************************)
  Mar 10 6:35 pm
  I wish to proceed. I will have the form back to you tomorrow. I just want to call the resort and get a few questions answered. Thanks.
  Sent from my iPhone
  
  Regarding the even year points and maintenance fees, the resort never advised RedWeek that the complainant would be eligible to use up to 50 points in even years, so we were unaware that this was even an option to him. Per the special clause in section 19 of the contract (attached), he would only pay maintenance fees in years that he used the timeshare:
  
  SPECIAL CLAUSE: Per the resort, there is an optional maintenance fee agreement with this ownership, so maintenance fees are only paid on a per point basis when points are used for a reservation. Buyer to take 2025 usage and will be responsible for the 2025 maintenance fees, if a reservation is made for 2025 usage. Per the resort estoppel, the check-in day is: FLEXIBLE. Per the resort, there is a Refurbishing Fee due every five years equal to the current maintenance fee amount. Per the Seller's maintenance statement, the last Refurbishing Fee was for 2023 and was due on 1/03/2023.
  
  This is all information that the complainant could have obtained prior to signing the purchase contract on March 28, 2024, and RedWeek is not liable for any misunderstanding on the complainants part.:
  
  LIMITATION OF LIABILITY. REDWEEK SHALL NOT BE LIABLE FOR AND DOES NOT ASSUME ANY LIABILITY OR RESPONSIBILITY FOR ANY LOSS, DAMAGE, THEFT, DELAY, DEATH OR INJURY TO ANY PERSON OR PROPERTY. FURTHER REDWEEK DISCLAIMS ANY RESPONSIBILITY OR LIABILITY RELATED TO THE ACTS OR OMISSIONS AND/OR REPRESENTATIONS (WHETHER ORAL OR WRITTEN) OF ANY THIRD-PARTY, INCLUDING BUT NOT LIMITED TO THE RESORTS, ************** ESCROW AGENT, BUYER, SELLER, AND MANAGING ENTITIES, REGARDLESS OF THE FORM OF ACTION, WHETHER IN CONTRACT, TORT INCLUDING NEGLIGENCE, STRICT LIABILITY OR OTHERWISE. THIS DISCLAIMER OF LIABILITY APPLIES TO ANY AND ALL DAMAGES OR INJURIES CAUSED BY ANY PERFORMANCE FAILURE, ERROR, OMISSION, INTERRUPTION, DELETION, DEFECT, DELAY IN OPERATION OR TRANSMISSION, COMPUTER VIRUS, COMMUNICATION LINE, FAILURE, THEFT OR DESTRUCTION OR UNAUTHORIZED ACCESS OR ALTERATIONS, WHETHER THE DAMAGE RELATED TO BREACH OF CONTRACT, TORTIOUS ACTS, NEGLIGENCE OR ANY OTHER CAUSE OF ACTION. REDWEEK'S LIABILITY FOR ANY CLAIM ARISING FROM OR AS A RESULT OF ANY INVOLVEMENT IN THE FACILITATION OF THIS PURCHASE AGREEMENT WILL BE LIMITED TO THE COMMISSION DUE TO REDWEEK UNDER THIS AGREEMENT. IN NO EVENT WILL REDWEEK BE LIABLE FOR SPECIAL, CONSEQUENTIAL, LIQUIDATED, INCIDENTAL, INDIRECT, EXEMPLARY, MORAL, OR PUNITIVE DAMAGES EVEN IF NOTIFIED OF THE POSSIBILITY OF SAME. THIS LIMITATION SHALL ALSO APPLY TO REDWEEK'S AFFILIATED COMPANIES, SUCCESSORS, ASSIGNS AND AGENTS.

  Customer Answer

  Date: 08/27/2024

   
  Complaint: 22057101
  
  I am rejecting this response because: I asked Redweek to show me where in my contract/ad did it say that I would receive 50 points on odd years and 50 points on even years and I would need 100 points to have access to the junior suite. They have failed to do so because it is not in my contract or in the ad they posted on their website. Once again, they customer *** didn't have any knowledge of the extra 50 points I would need. If Redweek doesn't know or understand what they are posting, how could I? Now Redweek is changing their argument. Now they are saying that they only post what the resort tells them. So if they get bad information is the customer the one who should pay for that bad information? I did call the resort before I bought the timeshare, but I can't recall if I asked them that specific question. I didn't buy the timeshare from the resort through a tour. I bought it from Redweek and Redweek said it was a verified Ad. Meaning the information is correct. I found out that 50 points does not get me a junior suite from making one phone call. Am I to believe that Redweek couldn't have found out the same information. That is hard to believe. Nobody picks up the phone and ask the resort such a simple question. My resolution is for Redweek to cover the extra 50 points that I need for the life of the contract. That is only fair. Thank you. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/23/2024

  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.

  give them a 0if possible. I rented a time share in *****. I received a final confirmation number, and a message stating its safe to finalize your booking. Confirmed the reservation was in my name. I am due to fly out this Friday, in three days. I actually receive a redweek message saying your trip is approaching. I decide I should just double check With Marriott beach club, just in case. thank god I did. The reservation number given to me was in fact under someone elses name. It showed Inwas on the registration, But removed a few weeks ago. If I had not called to verify, Id be stuck with no place to stay. Ive called Red Week twice- emailed them yesterday. And only receive a message stating we will look into it. i have 2 First class non refundable air line tickets departing in less than 72 hours. I have a signed contract with a verified and protected booking with Red Week. I am so upset. You can not even speak to a manger to talk about options. Do not USe this company. This trip was a celebration of life for my late Husband. We were married at this location, our favorite spot. RedWeek has let me down. They have my money and a signed contract, now to book something else will be triple the cost for last minute. I had booked a ocean front room at ******************* in *****- July 27-Aug 2nd. Red Week has to make this right . the adjoining hotel has ocean front room for $1000 a night, RedWeek should honor my contract and find me a comparable room . I will update this message once I see how they handle it- stay tuned Date of experience: July 22, 2024

  Customer Answer

  Date: 07/24/2024

   
  BBB complaint number ******** I am emailing to let you know that the Business RedWeek reinstated my reservation that I paid for. I was sent a confirmation from the hotel today at 4:45. Thank you for helping me resolve this situation
  
  Sent from *********************** (**************************)
  

• Initial Complaint

  Date:06/14/2024

  Type:Order 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.

  6/14/24 I used Redweek sales full service to sell our Marriott timeshare. They received all documents requested from us by January 25, 2024. We have contacted them since about the completion of the sale and our payment due to us. They blame the timeshare company for the four and one half months and counting delay. Meanwhile we are left hanging. I expected with their full service agreement they would be willing to be active in getting the closing pushed through but basically I only hear from them after I initiate the correspondence. So, we remain waiting for almost 5 months after doing our part to finish this deal.

  

  Business Response

  Date: 06/15/2024

  Good Morning,

  Unfortunately, timeshare ownership transfers can take considerable time. On April 23, 2024, we advised the complainant that the average time ******** was taking to transfer the ownership was 90 days. While 90 days is the average, there are times that it can take longer. This is a process within Marriott and is something that RedWeek has no control over, which we also advised the complainant. There is no way to expedite the process, however, the closing agent and our **** Estate agent will continue to monitor the process and will update the complainant once the transfer is complete. 

  Customer Answer

  Date: 06/15/2024

   
  Complaint: 21853378
  
  I am rejecting this response because:
  Redweeks full service sales contract is misleading. Since I sent them all documents required from us, we rarely hear from Redweek except in response to our inquiries. When we were notified that the closing with Marriott could take 90 or more days, it had been more than ***************************************************************************** reply to our inquiry and not initiated originally by Redweek. The reply here to BBB is the first we have heard from Redweek since. So, others should be aware their full service does not include updates to the seller after they receive the required documents for closing. I have done business with Redweek for years (even a Marriott timeshare sale last year) and they were diligent and timely on other transactions. My Redweek agent said in an email to us that its Marriott fault (probably true) and out of Redweeks hands. Its not out of their hands - full service means you keep pushing for the client until the contract is closed, you update the client, and stay on top of the closer to get the deal completed. They act as if they have no obligation to finish the job. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:12/28/2023

  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 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

  Date: 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

  Date:12/13/2023

  Type:Product 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 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 Answer

  Date: 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 Answer

  Date: 12/16/2023

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

  

  Business Response

  Date: 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

  Date:08/28/2023

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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,
  
  ***********************