During your stay, most issues are handled directly by the resort. RedWeek supports you if there is a reservation-related problem, but day-to-day needs, maintenance, or amenity questions are managed onsite. Knowing who to contact saves time and helps resolve issues quickly.
Contact the Resort For:
- Check-in or check-out questions
- Room keys or wristbands
- Housekeeping and cleaning issues
- Maintenance requests or repairs
- Missing supplies or linens
- Parking questions or vehicle passes
- Amenity access (pools, gym, activities)
- Room relocations or unit-related problems
- Resort fees or charges at check-in
The resort controls the physical property and is responsible for addressing anything involving the unit or amenities.
Contact RedWeek For:
- The resort cannot locate your reservation
- Guest name was not updated properly
- Your reservation details appear incorrect
- The resort says the owner did not provide proper authorization
- There is a significant mismatch between what was booked and what you received
- You were relocated to a different unit type than booked
- Your reservation is canceled or altered unexpectedly
- The resort requests information only RedWeek can provide
RedWeek will:
- Review your booking documentation
- Communicate with the owner if needed
- Confirm reservation details with the resort
- Determine next steps based on the situation
When Both the Resort and RedWeek May Need to Be Involved
If you experience:
- Incorrect unit type or major downgrade
- Reservation changes after check-in
- Issues the resort cannot explain
- Missing guest authorization or certificate
The resort will often attempt a fix first, and RedWeek will step in if the problem relates to the reservation rather than the unit itself.
When Not to Contact the Owner
Renters should **never contact the owner directly**.
RedWeek manages all communication to protect both sides and keep reservation details consistent.
Tips for Fast Problem Resolution
- Stay calm and communicate clearly
- Document issues with photos, screenshots, or videos
- Ask for the name or title of the staff member assisting you
- Contact RedWeek only after the resort has attempted to resolve the issue (unless it is clearly a reservation problem)
Understanding who handles what ensures smoother communication and a better overall stay.
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