Reservation procedures on Expedia

Acceptance

All bookings must be honored, or alternatives provided. The alternatives must be comparable to the original property booked, and the price should remain the same for the consumer.

Credit card declines

RedAwning will not send a reservation email to you until we have money in the bank. About 20% of bookings have a credit card failure the first time. We will cancel the booking automatically, with Expedia, if we do not have funds within a few days.

Confirmation and proof of payment

You will receive a confirmation email from RedAwning with a Rental ID for the booking. If you do NOT have a RedAwning reservation confirmation email, and a RedAwning RID for the booking, the booking is NOT valid.

The Expedia confirmation number that a guest receives immediately upon booking is not proof of payment. You have not received a valid booking until a RedAwning Rental ID (RID) has been generated and you receive a confirmation email from RedAwning.

Guests who arrive at your property or who email you for more information without an RID have not completed payment and should not be permitted access to the property without paying first. It's always good to ask a guest what their RedAwning RID is so you can know whether the booking is valid or not.

Please contact us at 888-733-2964 option 2 with any questions, or text 510-953-4900 for 24/7 text to chat support.

Relocation

In the event of relocation by Expedia 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 Expedia 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

Expedia's cancellation policy permits guests to cancel for a full refund within 24 hours of booking for any reason, regardless of check in date. Expedia will allow cancellations and refund guests due to family-related emergencies and natural disasters or other severe weather-related incidents. We are obligated to accept this.

Refunds

Any booking cancelled on Expedia will automatically cancel in RedAwning and carry through to you. This does not mean RedAwning has approved it for a refund. 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.

Date changes under the Free Cancel Program

Managers on the Free Cancel program have elected to allow guests to cancel without penalty, if cancellation is made within your selected time period from the check-in date. If a guest requests a date change within the Free Cancel period, Expedia will permit the change without requesting permission since it is effectively the same as cancelling under the free cancel program and rebooking new dates. These changes will not be automatically entered into your PMS system. Changes must be entered manually on your side.

What if the channel contacts you directly?

Expedia should not contact owners or property managers directly regarding guest requests or changes, but if you are contacted directly, please immediately refer the Expedia agent 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.