RedWeek canceled rental

[md8287]

I am/was a strong believer in RedWeek but just had a bad experience with them cancelling my rental. I own several timeshare and will rent direct or through RedWeek.

I have a rental for April 20th at Marriott Aruba Ocean Club. RedWeek got me a renter, I confirmed and did all my steps, RedWeek told me funds have been paid and to change the name which I did and sent them the new confirmation once I got it.

After all that, RedWeek cancels my rental and says “ as allowed by contract the rental is cancelled as it had not been finalized”. Owner end was finalized and renter end was finalized but RedWeek did not finalize their end. They claim renter cancelled which I think probably is the case but who knows why?

A. This is why I do not change the name until I receive commitment and payment when I rent direct and think this is a clear flaw in RedWeek process. I also find it strange that when I directly rent I usually finalize everything within an hour or two but through RedWeek it isn’t finalized until RedWeek gets around to it a few days later.

B. Especially in this case I am totally screwed as the day the rental came through was the day before I needed to cancel/change my reservation or risk losing the usage. Bad timing and shame on me for not reading the RedWeek contract carefully for loopholes before agreeing to move forward and accept the rental and miss my cancellation date with the resort. What bothers my the most is when I complained to RedWeek and asked to talk to a senior leader to figure out some middle ground, the response was “sorry for the inconvenience but per the contract terms the cancellation is allowed”. Is it reasonable to expect RedWeek to have an owners back a little in a situation like this. They may contractually be right (my lawyer says debatable) but when a party gets screwed in a transaction I would expect the other would try to at least offer compassion if not some financial consideration, especially for an owner supporting them for 15+ years and now they make on average from each rental $550.00 vs $14.99 not too many years ago.

Would love to hear thoughts, experiences and suggestions on this from others.

Michael

 

[dioxide45]

Owner end was finalized and renter end was finalized but RedWeek did not finalize their end. They claim renter cancelled which I think probably is the case but who knows why?

I'm still not sure why this would be cancelled and allowed per the contract. What exactly wasn't finalized? If the owner and renter did everything they were supposed to do, then what else is there? It all sounds very odd.

 

[rickandcindy23]

Redweek should be ashamed! That's terrible to do to an owner. Where is the empathy for the timeshare owner?

If a person added the insurance Marriott offers, would this pay off in a case where a guest was added and then cancelled?

Mary Beth Gerth at RW should answer this concern here on TUG. I thought her TUG name was Tink but I don't see her name when I try to attract her attention with the @ sign and Tink.

Once you add a name, and you are assured payment is complete, it's on RW to make it right.

 

[md8287]

I'm still not sure why this would be cancelled and allowed per the contract. What exactly wasn't finalized? If the owner and renter did everything they were supposed to do, then what else is there? It all sounds very odd.

My opinion too. When I told RedWeek that all parties to the contract signed the contract, RedWeek accepted money from renter, verified my reservation and received the updated confirmation with same reservation number in renters name so it is finalized - they said RedWeek did not issue their confirmation so not considered finalized. Buried in section 3.2 of most recent version of their contract hides that language I guess and obviously that is a manual process for them as it takes a couple days to trigger.
Dealing direct is so much better for both owner and renter.

 

[md8287]

Redweek should be ashamed! That's terrible to do to an owner. Where is the empathy for the timeshare owner?

If a person added the insurance Marriott offers, would this pay off in a case where a guest was added and then cancelled?

Mary Beth Gerth at RW should answer this concern here on TUG. I thought her TUG name was Tink but I don't see her name when I try to attract her attention with the @ sign and Tink.

Once you add a name, and you are assured payment is complete, it's on RW to make it right.

I had connected with her a few years ago through tugbbs which is why I asked to connect to a leader as she always seemed reasonable but all I got from RedWeek was sorry for inconvenience but it’s covered in contract (inconvenience isn’t my word for losing over $2k in fees and $4k in value for following RedWeek’s instructions).

 

[emeryjre]

I went through a situation in the last several weeks that everyone agreed I should get relief from the charges
This was with another rental organization
The Organization has become locked into the protocols created in the software
The final level supervisor I discussed the case with said I should not have been charged the fees......But
But there was no way he could override the charges in the system
The charge was programmed in to be non-cancellable once it got into the system
It would require an IT programmer with the administrative level of making changes in the system to effectuate a cancellation of the fees
My choice was to pay it or pay it
This seems to be the new reality
Human intervention has become very limited when dealing the protocols hard coded into the software
Even when everyone agrees the protocol is not user friendly

 

[md8287]

I went through a situation in the last several weeks that everyone agreed I should get relief from the charges
This was with another rental organization
The Organization has become locked into the protocols created in the software
The final level supervisor I discussed the case with said I should not have been charged the fees......But
But there was no way he could override the charges in the system
The charge was programmed in to be non-cancellable once it got into the system
It would require an IT programmer with the administrative level of making changes in the system to effectuate a cancellation of the fees
My choice was to pay it or pay it
This seems to be the new reality
Human intervention has become very limited when dealing the protocols hard coded into the software
Even when everyone agrees the protocol is not user friendly

So sad when people blame technology/technicalities. Just resolve to be fair and fix your system later.

 

[md8287]

Redweek should be ashamed! That's terrible to do to an owner. Where is the empathy for the timeshare owner?

If a person added the insurance Marriott offers, would this pay off in a case where a guest was added and then cancelled?

Mary Beth Gerth at RW should answer this concern here on TUG. I thought her TUG name was Tink but I don't see her name when I try to attract her attention with the @ sign and Tink.

Once you add a name, and you are assured payment is complete, it's on RW to make it right.

Was it [removed name as not person]? Would love to discuss privately or publicly with RedWeek leadership as this is bad policy for owners using their services.

 

[MOXJO7282]

This is a perfect example as to why I don't want RW involved in my deals but with their new policy if you want to use RW you forced to use their new policies where you can easily get screwed out of a rental. Its an absolute money grab at the detriment of owners and renters but they obvious don't care about their clients but just their profits.

 

[andre10056]

I'm not sure I understand everything that may have occurred, but here's what I think may have happened:

-you listed for rent utilizing the option that Redweek gets the cash and disburses it the day after the renter/tenant moves in (which is no longer an "option" as Redweek requires that from all owners going forward)

-Redweek did find a renter

-you were told by Redweek that they had received the funds and to change the name on the reservation to the renter's/tenant's name

-you did so, fully expecting that the rental was 100% fully funded and that the renter/tenant would check in on check-in day

-you were thereafter told that the rental was canceled under the terms of the overall rental agreement for which you would receive zero

-apparently, the cancellation was made by the renter, and could be done because it was not "finalized" in that Redweek had not yet gotten around to finalizing it during the following few days

Wow! So many questions. So that means that Redweek not only screwed you, but screwed themselves in that their taking their sweet time about finalizing the rental transaction allowed the renter/tenant to escape scot free.

Or did they NOT get screwed as their rules might say "we still get our commission" regardless? Question 1.

Question 2. Do owners AS WELL AS renters/tenants get to cancel without recourse by anyone for the two or more days until Redweek finalizes the rental agreement? For example, let's say you simultaneously listed it on some other site that would get you a few hundred more dollars, you get an offer to rent it, and you check to see if the Redweek transaction has been finalized, and it has not. Cancel! Cha-ching. Or you cancel because you've simply changed your mind and now want to go yourself. And poor renter/tenant has wasted his/her money on plane tickets. Is that redweek's system???!!!

What happened to you could happen to anyone, renters/tenants as well as owners, and that's an unbelievably bad system.

 

[dioxide45]

Another question is, are they keeping their $99 fee when rented? I know it's been reported here that they keep this if you've forgotten to remove a listing because a unit was no longer available and they still got a renter that you couldn't confirm the reservation for.

 

[FunnyFarm]

I too ran into this.

Redweek cancelled a confirmed rental, said it wasn't final even though all details were verified.
Citied a clause that the renter could cancel at their discretion.

Fortunately, the resort gave me an alternate week and saved my butt since it was technically too late for changing.

 

[Sandy VDH]

All this is just more reason to move away from RW as a platform, for people who do rentals. They asked you to add the guest name at that point it should be beyond canceling.

So many platforms have had their dominance and have now faded and/ or closed. I see the writing on the wall for the RW model.

 

[dioxide45]

It seems that the renter can cancel up and until the point that Redweek sends their confirmation to the renter?

 

[vacationtime1]

It is time to realize that Redweek's customers are the renters, not the owners.

For those with short memories -- during the pandemic, Redweek let renters cancel their rentals a day or two before check-in and refunded the rents paid even when directly contrary to the agreed-upon contractual provisions.

I understand that the pandemic was a black swan event, but there is a reason private timeshare rentals cost a fraction of the prices Marriott/Hyatt/Hilton charge for the identical rental -- Marriott/Hyatt/Hilton permit those last minute cancellations; private renters typically do not. If renters want the benefit (lower prices), they must bear the burden (no last minute cancellations).

As Harvard historian George Santayana wrote a hundred years ago "Those who cannot remember the past are condemned to repeat it."

 

[md8287]

I'm not sure I understand everything that may have occurred, but here's what I think may have happened:

-you listed for rent utilizing the option that Redweek gets the cash and disburses it the day after the renter/tenant moves in (which is no longer an "option" as Redweek requires that from all owners going forward)

-Redweek did find a renter

-you were told by Redweek that they had received the funds and to change the name on the reservation to the renter's/tenant's name

-you did so, fully expecting that the rental was 100% fully funded and that the renter/tenant would check in on check-in day

-you were thereafter told that the rental was canceled under the terms of the overall rental agreement for which you would receive zero

-apparently, the cancellation was made by the renter, and could be done because it was not "finalized" in that Redweek had not yet gotten around to finalizing it during the following few days

Wow! So many questions. So that means that Redweek not only screwed you, but screwed themselves in that their taking their sweet time about finalizing the rental transaction allowed the renter/tenant to escape scot free.

Or did they NOT get screwed as their rules might say "we still get our commission" regardless? Question 1.

Question 2. Do owners AS WELL AS renters/tenants get to cancel without recourse by anyone for the two or more days until Redweek finalizes the rental agreement? For example, let's say you simultaneously listed it on some other site that would get you a few hundred more dollars, you get an offer to rent it, and you check to see if the Redweek transaction has been finalized, and it has not. Cancel! Cha-ching. Or you cancel because you've simply changed your mind and now want to go yourself. And poor renter/tenant has wasted his/her money on plane tickets. Is that redweek's system???!!!

What happened to you could happen to anyone, renters/tenants as well as owners, and that's an unbelievably bad system.

Perfect summary. In fact RedWeek took down my listing once the 2 parties signed the contract, which is when it should be final subject to owner changing the name and sending new confirmation within x days. That is how I do direct rentals and never a delay and never a cancellation.

I sure hope RedWeek won’t charge the $99 as that would be uber insulting, and they should refund my listing costs at the very least.

I did not even think of this happening in reverse with the renter booking airfare. An owner gut get notification of rental and be slow to respond but beat deadlines, then the posting elsewhere to see if better deal (or at least get away without $99 fee and delayed payment). Owner could even post on RedWeek but not doing verification and offering to split the RedWeek fee with renter if they do it direct.

The owner simply takes their time changing name and if owner gets a better offer just cancel as allowed.

Is that how RedWeek wants to play the game? So much better dealing direct and fairly.

 

[md8287]

Another question is, are they keeping their $99 fee when rented? I know it's been reported here that they keep this if you've forgotten to remove a listing because a unit was no longer available and they still got a renter that you couldn't confirm the reservation for.

If that is true then they are breaking their own policy of not final til they send confirmation. I would be happy to help anyone to whom that happened.

 

[md8287]

It is time to realize that Redweek's customers are the renters, not the owners.

For those with short memories -- during the pandemic, Redweek let renters cancel their rentals a day or two before check-in and refunded the rents paid even when directly contrary to the agreed-upon contractual provisions.

I understand that the pandemic was a black swan event, but there is a reason private timeshare rentals cost a fraction of the prices Marriott/Hyatt/Hilton charge for the identical rental -- Marriott/Hyatt/Hilton permit those last minute cancellations; private renters typically do not. If renters want the benefit (lower prices), they must bear the burden (no last minute cancellations).

As Harvard historian George Santayana wrote a hundred years ago "Those who cannot remember the past are condemned to repeat it."

I ran into issues with them then too on the one reservation I had through them. For all my direct rentals I worked with them on a fair compromise. I tried to suggest that to RedWeek but they just sided with renters. I am seeing the light clearer and it’s flashing red to RedWeek.

 

[davidvel]

Redweek routinely Fs owners over and doesn't care. This is well documented here.

 

[md8287]

I too ran into this.

Redweek cancelled a confirmed rental, said it wasn't final even though all details were verified.
Citied a clause that the renter could cancel at their discretion.

Fortunately, the resort gave me an alternate week and saved my butt since it was technically too late for changing.

Frustrating, anyone they took advantage of please let me know as more voices may get their consideration. Did you know that rental disagreements must be fought not where the timeshare is or any party is but in AZ. My friend/lawyer is looking into law in AZ, I’m guessing it’s better for RedWeek otherwise they would have used their home state of FL.

 

[rickandcindy23]

I went through a situation in the last several weeks that everyone agreed I should get relief from the charges
This was with another rental organization
The Organization has become locked into the protocols created in the software
The final level supervisor I discussed the case with said I should not have been charged the fees......But
But there was no way he could override the charges in the system
The charge was programmed in to be non-cancellable once it got into the system
It would require an IT programmer with the administrative level of making changes in the system to effectuate a cancellation of the fees
My choice was to pay it or pay it
This seems to be the new reality
Human intervention has become very limited when dealing the protocols hard coded into the software
Even when everyone agrees the protocol is not user friendly

Which company was this?

 

[montygz]

I can see a couple of reasons why Redweek would not immediately complete the contract.

Redweek is waiting to make sure the payment from the renter isn't fraudulent before closing the deal, hence the delay.

It's a window of a cooling-off period for renters who demand to cancel. I suspect that renters who demand to cancel is the No. 1 headache for Redweek.

Does Redweek have a bias of renters over timeshare owners? Absolutely. Redweek wants to stay in business. They are going to act in their own best interests.

Renters are the ones bringing the money. You need to keep them coming. If word gets out that Redweek is a "rip-off site that always favors timeshare owners," that is the end of Redweek.

Dealing with customers, "renters," is just not always going to be a happy experience. The more transactions you do, the more likely you are going to hit a pothole.

 

[theo]

This is a perfect example as to why I don't want RW involved in my deals but with their new policy if you want to use RW you forced to use their new policies where you can easily get screwed out of a rental. Its an absolute money grab at the detriment of owners and renters but they obvious don't care about their clients but just their profits.

It has been a few years since I have used RedWeek to advertise a (relatively rare) rental. I have used the RedWeek site only as an advertising platform, with (and wanting) NO further involvement of RedWeek personnel at all, although I always got my listings “RedWeek Verified” in order to avoid the hassle of repetitive questions and / or having to “prove” my ownership multiple times to skittish prospective tenants. I used my own self-prepared rental contract containing my own payment arrangements and my own very clearly identified cancellation and refund terms and conditions, requiring mutual understanding and agreement, under mutual signature. I never encountered any problems.

Do I understand correctly that this do it yourself / “hands off” approach with RedWeek that I have previously utilized is now no longer even an option? I have always found RedWeek to be a reliable and productive site on which to pay to advertise an occasional rental, but I frankly do not need or want RedWeek personnel to be otherwise involved in ANY way with ANY other aspect of my relatively few and rare rentals.

Has that good ship “DIY” now sailed from RedWeek?

 

[emeryjre]

Which company was this?

VRBO

 

[md8287]

It has been a few years since I have used RedWeek to advertise a (relatively rare) rental. I have used the RedWeek site only as an advertising platform, with (and wanting) NO further involvement of RedWeek personnel at all, although I always got my listings “RedWeek Verified” in order to avoid the hassle of repetitive questions and / or having to “prove” my ownership multiple times to skittish prospective tenants. I used my own self-prepared rental contract containing my own payment arrangements and my own very clearly identified cancellation and refund terms and conditions, requiring mutual understanding and agreement, under mutual signature. I never encountered any problems.

Do I understand correctly that this do it yourself” / hands off approach with RedWeek that I have previously utilized is now no longer even an available option? I have always found RedWeek to be a reliable and productive site on which to advertise an occasional rental , but I frankly do not want RedWeek personnel to be otherwise involved in ANY way, shape or form with any other aspect of my relatively rare rentals.

Has the good ship “DIY” now sailed away from RedWeek?

Pretty much they killed DIY, you now pay $60 for “verified” and you get “protected” and forced into their terms and $99 placement fee. If you still pay that $60 and never send them confirmation to verify you could DIY.