Reservation procedures on Booking.com

We are the merchant of record

Booking.com should never contact you directly regarding guest requests or changes, but if you do happen to be contacted directly, please refer the Booking.com agent immediately back to RedAwning Guest Services. Remember, Redawning is the merchant of record for the reservation so all queries should be referred back to our team for handling.

Booking acceptance

All Bookings must be honored, or alternatives provided in the rare cases where you cannot honor a booking. The alternatives must be comparable to the original property booked, and the price should remain the same for the consumer.

Proof of payment

Guests will receive a Booking.com confirmation number immediately upon booking. Please note: this is not proof of payment. Guests who arrive at your property without a RedAwning RID should not be permitted access to the property without paying first. Please contact us at 888-733-2964 option 2 with any questions, or text 510-953-4900 for 24/7 text to chat support.

Credit card declines

About 20% of bookings have a credit card failure the first time. RedAwning attempts to save bookings from credit card declines as much as possible, but if we are unable to get a valid credit card payment within a defined number of hours, you will not receive a valid booking or booking confirmation from us. The booking is automatically cancelled on Booking.com after 36-72-hours if the credit card decline is not cured. Again, if you or the guest do not have a RedAwning RID, the reservation is NOT valid. It's always good to ask a guest what their RedAwning RID is so you can know whether the booking is valid or not.

Relocation

In the event of relocation by Booking.com due to a double booking or other property unavailability where you are not able to move the guest to an alternative comparable property, which they must agree to, costs associated with said relocation are invoiced to us. Depending on the nature of the relocation, we may pass the relocation costs on to you. This will be case by case, and we do our best to limit relocation charges to you. For example, if you tell us that you need to relocate a guest because you have an owner suddenly deciding to stay at the property for the same dates, then we would expect you to move the guest to an alternative, comparable property at no additional charge to the guest, or we would pass on the relocation costs to you that Booking.com bills us. If you have no alternative properties available and we need to move the guest to a different property manager, then we would ask you to kindly cover any costs associated with this relocation. If the relocation is solely the fault of RedAwning, then RedAwning will cover the costs associated with the relocation.

Cancellation by guest

Booking.com permits cancellation for a full refund within 24 hours for any reason, regardless of check-in date, following the standards set by Visa. If a Booking.com guest is asking to cancel, please direct them back to Booking.com to process their cancellation, or to RedAwning if you are not sure which channel they booked on. All cancellations must be made on the channel where the booking originated. If this confuses the guest, tell them to reach out to us and reassure them, we will take care of them.

Always inform RedAwning when you know a guest is cancelling.

Refunds

Any booking cancelled on Booking.com will automatically cancel in RedAwning and be carried through to you. This does not mean RedAwning has approved a refund to the guest. Any refund to the guest will be determined based on the terms agreed to by the guest during the booking process, and we will pay you for all cancellations based on your standard cancellation policy or any more flexible policy, such as free cancel, agreed to between you and RedAwning.

If you are refunding a guest for an issue during their stay, please give them a specific dollar amount refund. Please do NOT tell the guest something like “I will give you 1 night free" which is problematic when multiple channels have added fees.

Date changes under the Free Cancel program

If a guest requests a date change within the free cancel period you’ve selected, Booking.com will permit the change without requesting permission since it is effectively the same as cancelling under the free cancel program and rebooking new dates. We will inform you of any such date changes and those changes will not be automatically entered into your PMS system. Changes must be entered manually on your side.

Free Cancel Program

If you have elected to participate in the Free Cancel Program it means you are allowing the guest to cancel with no penalty for a certain number of days ahead of the guest check-in date.

Emails

RedAwning receives a masked email address of the guest who booked on Booking.com; however, we can still communicate directly with the guest via the extranet. The address we receive is masked and looks something like this: Jdoe123456@guest.booking.com.

What if the channel contacts you directly?

Booking.com should never contact you directly regarding guest requests or changes, but if you do happen to be contacted directly, please refer the Booking.com agent immediately back to RedAwning Guest Services. Remember, RedAwning is the merchant of record for the reservation so all queries should be referred back to our team for handling.