During your stay, the resort handles most day-to-day needs, while RedWeek assists with reservation-related issues. Understanding when to contact RedWeek helps ensure problems are resolved quickly and by the right team.
Contact the Resort First For:
- Check-in and check-out questions
- Room keys, wristbands, or access issues
- Housekeeping or maintenance problems
- Missing amenities or supplies
- Parking instructions or vehicle passes
- Amenity access (pools, gym, activities)
- Room relocations or unit concerns
The resort controls the property and can resolve these issues immediately.
Contact RedWeek When the Issue Involves Your Reservation
RedWeek can assist if:
- The resort cannot locate your reservation
- The guest name was not updated correctly
- Your reservation details appear inaccurate
- Your confirmation number does not match the resort’s records
- The resort says the owner did not authorize the stay
- The unit type you received is significantly different from what you booked
- The resort reports changes to your booking the owner did not disclose
Examples of Issues RedWeek Handles
- Major mismatches (e.g., 2BR booked, 1BR provided)
- Reservation cancellations or reassignments by the resort
- Errors in the guest certificate or name-change process
- Resort requests information only the owner or RedWeek can provide
What RedWeek Cannot Control
RedWeek cannot:
- Change your assigned unit number or view
- Guarantee early check-in or late check-out
- Override resort policies or fees
- Address housekeeping or maintenance issues
- Move you to a different building unless the resort authorizes it
- Issue refunds for resort problems (these must be coordinated with the resort)
When Contacting RedWeek
Please provide:
- A detailed description of the issue
- Photos or screenshots (if applicable)
- Names or titles of any resort staff you spoke with
- Any documents the resort shared
This helps RedWeek resolve the situation faster.
Stay at the Resort While the Issue Is Addressed
Do not leave the property without speaking to the resort first.
Leaving before an issue is documented or resolved may limit available solutions.
RedWeek’s goal is to ensure your reservation is honored as booked and that you have the support you need if something goes wrong.
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