Reservation Procedures on HomeAway

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.

HomeAway booking fee

There is a HomeAway booking fee collected directly by the channel. RedAwning does not see or collect this fee. In the event that you cancel a booking and cannot provide alternatives, RedAwning may refund this via check to the guest and may invoice you the fee.

Email addresses

We get masked email addresses until booking is complete.

Confirmation and proof of payment

If the guest does NOT have a RedAwning reservation email, the booking is not valid. Guests who show up at your property without a RedAwning RID have not made payment and 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.

Guest cancellations

Cancellation is permitted for a full refund within 24 hours for any reason, regardless of check-in date.

What if the channel contacts you directly?

HomeAway should not contact property managers or owners directly regarding guest requests or changes. If you are contacted directly, please refer the agent back to RedAwning Guest Services.