RedWeek Customer Service — Expert, Practical Guide

Overview of RedWeek customer service

RedWeek is a marketplace for timeshare rentals and resales; customer service functions primarily as a marketplace support and dispute facilitator rather than a property manager. That means RedWeek staff typically mediate between buyers/renters and timeshare owners or property managers, log cases, and enforce site policies. Expect RedWeek to act on verification, listing removals for fraud, and payment holds, but not to directly operate properties or replace services reserved through an owner.

In practice, initial RedWeek replies are commonly within 24–72 hours and full resolution times vary by complexity: straightforward listing corrections or refunds can take 3–14 days, while cases requiring owner cooperation, bank investigations, or legal review may take 30–90 days or longer. If you need immediate action for safety or fraud, state that clearly in your initial message and escalate promptly (see escalation section).

How to contact RedWeek support and what to prepare

Contact RedWeek support from the site: https://www.redweek.com and use the “Contact” or “Help” link on the listing or your booking page. If you are logged in, use in-site messaging tied to the listing/transaction — that preserves a time-stamped record. If there is an email or form on the site, copy the same body of information into both the in-site message and the email/form for redundancy.

• Checklist to include in every support request: Reservation or invoice number; Listing ID and URL; exact travel dates; total paid and payment method (last 4 digits of card); owner/host name and contact details; screenshots of the listing, confirmation email, and any in-app messages; date/time stamps for problems; a concise statement of the remedy you seek (refund, rebooking, partial credit).
• Attach evidence as PDFs or PNGs and name files clearly (e.g., “Reservation_12345_Invoice.pdf”, “Listing_67890_Screenshot.png”). This speeds validation and often shortens resolution time by 30–60% compared with back-and-forth requests for more information.

What to expect during a support case

When a case is opened, RedWeek should provide a case or ticket number. Use that number in all subsequent communications. Typical workflow: (1) initial acknowledgement within 24–72 hours; (2) verification step where RedWeek requests documents; (3) outreach to the owner/manager; (4) proposed resolution. Keep copies of all correspondence and allow 3–14 business days for owner replies — many owners are private individuals who reply more slowly than professional managers.

Financial actions (refunds, holds, or chargebacks) follow stricter timelines. If RedWeek is holding funds in an escrow or processing refund, expect the platform to release or approve the refund within 3–7 business days of agreement; your bank or card processor can require an additional 3–14 business days to post the refund to your account. If the owner disputes, RedWeek may keep funds pending a dispute resolution process that can extend to 30–90 days.

Common issues and typical resolutions

Common customer-service topics include inaccurate listings (missing amenities, wrong unit size), double bookings, cancellations outside the owner’s stated policy, and suspected fraud. For inaccurate listings, resolution commonly takes the form of a partial refund proportional to the difference in value (e.g., $100–$500 depending on length and season) or an offer to rebook. For no-shows or cancellations, outcomes depend on the owner’s stated cancellation policy on the listing — review the policy verbatim; RedWeek enforces published policies but cannot unilaterally amend owner contracts without agreement.

For suspected fraud (fake listings, counterfeit confirmations), immediate escalation is critical: mark the listing as fraudulent, provide evidence, and request a listing takedown. RedWeek’s marketplace model means it can remove listings and can trigger payment holds, but recovering funds depends on payment method and bank chargeback rules (see escalation section).

Escalation path, chargebacks, and regulatory complaints

If initial support is unsatisfactory, escalate using a defined path: ask for a supervisor, submit a written escalation with the ticket number, then consider payment-instrument remedies. For credit or debit card payments, contact your card issuer and request a chargeback; typical chargeback dispute windows are 60–120 days from the transaction date depending on the issuer and network. Document all dates and attach the RedWeek ticket number to your chargeback claim to increase success odds.

• Stepwise escalation: (1) Open the in-site ticket and submit all evidence; (2) If unresolved in 72 hours, request escalation and a supervisor name; (3) Submit the same packet to your bank/card issuer and request a chargeback within the issuer’s window; (4) File a consumer complaint with the Better Business Bureau (BBB) and, if fraud is suspected, with the Federal Trade Commission (FTC). FTC contact: 600 Pennsylvania Ave NW, Washington, DC 20580; consumer hotline 1-877-382-4357. Maintain a timeline of every step for legal or regulatory review.

Fees, refunds and timelines you should know

Marketplace booking fees and service charges vary by listing and are displayed on the checkout page; typical third-party platform fees in the timeshare market range from $10 to $100 per booking as an estimate — always verify the exact fee at checkout. Some listings include refundable deposits or non-refundable service charges; read the invoice line-by-line and retain the confirmation email. If a refund is granted, expect funds to appear 3–21 business days after approval depending on the payment method.

Cancellation policies are owner-defined and often use windows measured in days (e.g., full refund if canceled >60 days before check-in; 50% refund if canceled 30–59 days; no refund <30 days). If a policy appears unlawful or deceptive, escalate to RedWeek and document communications for regulatory enforcement. For disputed amounts over $1,000, consider parallel escalation to your bank early in the process.

Practical best practices to avoid service issues

Always book with a credit card (Visa, Mastercard, AmEx) rather than wire transfers or prepaid gift cards — credit cards provide the strongest consumer protections and chargeback options. Verify the listing with a phone call to the owner or property manager before paying when possible; ask for a unit number or a promotional code tied to the owner. Check the listing’s review history and the owner’s profile; consistent negative flags (e.g., more than 3 unresolved complaints in 12 months) are a red flag.

Finally, keep a concise “case packet” saved in one folder: booking confirmation, listing screenshots, in-app messages, receipts, and photos taken at check-in. This single packet reduces friction in support cases and increases the probability of a fast, full remedy. If you travel frequently with timeshares, maintain a template message and the same checklist to speed future resolutions.

How much is the RedWeek success fee?

Owners pay just the upfront posting fee (options from $59.99), plus a $99 success fee deducted from the final payout.

How much does RedWeek charge to sell a timeshare?

How much does it cost to sell my timeshare? If you choose the DIY option, the price is just $59.99 for a full 12 months of advertising. If you would like the assistance of a professional broker, our full-service resale option costs $125 to get started, and $899 or 3% of price, only when sold.

What is the BBB rating for RedWeek?

A+
BBB Rating
A+ How are BBB ratings calculated?

Where is RedWeek located?

FULFILLMENT PROVIDER FOR RENTAL BOOKINGS
The fulfillment provider for any rental and travel services purchased through RedWeek.com is RedWeek, Inc. (“RedWeek”). RedWeek is located at 10450 Turkey Lake Rd, Ste 690211; Orlando, FL 32819.

Is RedWeek legal?

RedWeek is a U.S. corporation in the state of Washington, and is governed by that state’s laws.

Is RedWeek a good place to sell your timeshare?

RedWeek’s resale marketplace requires a listing and membership fee that won’t guarantee your property will sell. With so much competition from other listings and cheaper online timeshare marketplaces, working with RedWeek might not be the best solution for your timeshare ownership troubles.