If you experienced a problem during your stay, RedWeek will review your concerns and determine next steps. The more information you provide, the faster we can assess the situation.
When and How to Notify RedWeek of an Issue
Please submit a dispute to RedWeek at https://www.redweek.com/dispute immediately upon checking in if:
- The resort refused check-in, or you were evacuated or otherwise had to leave the unit
- The resort did not provide the unit type you booked (bedroom size discrepancy)
- A major advertised feature was missing (view, kitchen)
- You were charged unexpected resort fees not disclosed in the posting
- A significant issue occurred that the resort did not resolve
For minor housekeeping or maintenance issues, the resort typically handles those onsite and RedWeek often cannot resolve these issues after your stay.
What Information to Include
To help RedWeek investigate, please provide:
- Your booking confirmation number
- A detailed description of the issue
- What the resort told you at the time
- Photos or videos (if applicable)
- Receipts for any unexpected charges
- Names or titles of resort staff you spoke with
The more documentation you have, the clearer the review process will be.
What RedWeek Reviews
RedWeek evaluates:
- Whether the reservation matched what was booked
- Whether the resort deviated from the confirmed unit type
- Whether fees were misrepresented or omitted
- Whether the resort failed to honor the reservation correctly
- Whether the issue was reported during the stay
If an issue was not reported during the stay, resort policies may limit what can be addressed afterward.
What RedWeek Cannot Review
RedWeek generally cannot assist with:
- Personal preferences (furniture style, décor, building location)
- Standard timeshare variations (floor level, minor layout differences)
- Amenity closures
- Issues fully resolved by the resort at the time
Possible Outcomes
Depending on the situation, RedWeek may:
- Clarify resort policies and charges
- Contact the owner or resort for additional details
- Review whether compensation is appropriate
Timing Matters
Please report major discrepancies as soon as possible after checking in. We hold your rental payment to the owner to make sure you get what you paid for, but you must file a dispute by noon Pacific Time on the day after your check-in, otherwise we will have limited ability to offer a refund for material discrepancies.
Our goal is to ensure your stay matched the booking you purchased and to provide support when expectations were not met.
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