RedAwning Platinum Owner Program FAQ’s

Everything you need to know to get started with RedAwning

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Marketing Your Vacation Rental with RedAwning

When you partner with RedAwning, one connection provides you with unlimited access to the largest vacation rental network in the world, with optimized listings on every major online travel website.  We feature your property on Expedia, Booking.com, Airbnb, HomeAway, Vrbo, Trivago and websites exclusive to RedAwning including RedAwning.comGoogle’s Hotel Search Experience, RedAwning TravelPro and Vacation Rentals by Choice Hotels.

RedAwning homeowners retain complete management over maintenance, cleaning, and repairs. You also keep control of your rates and the minimum length of stay requirements, plus you can make adjustments through our easy to manage web-based and smartphone-friendly Smart Portal. Learn more about what sets us apart.

PAYOUTS & COMMISSION

What is RedAwning’s commission on my bookings?

Our commission is 10% on booking revenue, along with a standard 3% credit card processing fee.  This amount will be deducted from the rent and fees before you receive your payout. Commissions are not charged on taxes.

What about commissions or listing fees paid to websites like Booking.com, HomeAway/VRBO, etc.?

Commissions to the website channels vary, however, RedAwning ensures that the appropriate channels receive their commission on your behalf.  You are never charged for channel commissions or listing fees, and you only pay RedAwning’s 10% on actual bookings.

How and when do I get paid?

We pay all of our individual owners via ACH direct deposit through Stripe Connect.  You will set up your Stripe Connect account during the on-boarding process and funds due you are held securely at Stripe until each guest checks out.  Then, the payments are automatically sent into your bank account. You can always log in to the RedAwning Portal to see your past and future bookings and payments.

When a booking is made for my property, do I receive a breakdown of revenue, commission and credit card fees?

Yes. Your booking confirmation email will display all payments for that specific booking, including rental charges, cleaning fee, miscellaneous fees (pet, extra guest), RedAwning commission, credit card fee, and the total amount payable to you.

What is the tax rate, and how is it collected and paid?

During the On-boarding process we gather from you what local, city, and state taxes are required for Vacation Rentals in your location.  RedAwning collects taxes on each booking and remits them to you, along with your booking revenue. You will receive an itemized breakdown for each booking with the revenue, fees and taxes. Tax payments are made by the owner directly to each tax entity.

REVENUE MANAGEMENT & SETTING RATES

Will I have control of my rates?

In partnership with our account management team, we will work with you to set-up RedAwning Smart Pricing, our dynamic rate platform powered in partnership with Pricelabs. 

We’ll curate parameters specific to your home to optimize rates and occupancy based on market demand.  Algorithm-driven, dynamic, real-time pricing, ensures you’re never under or over-priced. 

We’ll help you maximize length of stay and promotional merchandising

Will my property’s rates be the same on all channels?

RedAwning will ensure rate parity for your rental on all websites and channels.

Can I run promotions or specials, and if yes, how do I do this?

Based on the Smart Pricing rate parameters we configure for you, we will automatically run Last Minute Deals or Book Early and Save promotions to get boosted, better page placement on channels. At any time you can also work with your Account Manager to customize offer.

How do I charge for extras or incidentals (i.e. pet fees)?

When you build your listing in the Smart Portal, there is a section where you can add additional charges or fees, such as resort fees or cleaning fees. Optional fees (Pet Fees, Pool Heating, etc) can also be added during On-Boarding, and RedAwning will ensure the guest is informed and charged accordingly.

DAMAGE WAIVER & INSURANCE

What’s the RedAwning Damage Waiver?

RedAwning provides a damage waiver that covers accidental damage up to $3,000 with every booking. The guest pays a $50 damage waiver fee per booking.  Claims are submitted by the homeowner via a single-page claim form, along with any invoices or photos for repairs. Reimbursements are made via check, and guests are never disturbed.

In the past I have required a refundable damage deposit. Do I still have this?

Because of our required Damage Waiver, security deposits are no longer needed. We have found that guests prefer this, and it improves conversion to booking rates.

What if a guest causes accidental damage over $3000?

In our experience this is very rare, however, if this happens, we would pay you $3,000, and you would have to submit a claim to your Homeowner’s Insurance for the remainder.

Who covers the cost of damages should a guest instigate a chargeback dispute?

As merchant of record, RedAwning handles all chargeback disputes on the owners behalf.

Does RedAwning offer travel insurance?

We offer guests the option to purchase travel insurance at the time of booking.   

ONBOARDING | Get Your Listings On All Our Channel Partner Sites

How long until I’m up and running?

We strive to get your property listing on all channels within 2 weeks after your RedAwning listing goes live. For a channel such as HomeAway, we’re able to get your listing published within 24-48 hrs. Expedia and Booking.com will likely take 2 weeks.

Can I get a list of the links to my property on each site?

Absolutely!  Your Account Manager will send you links to your live listings once they are ready.  

GUESTS

How do I send information to my guests? Is that through you or do I send it directly?

You will receive guest contact information from RedAwning for every reservation you receive. If you would like, you can contact your guests directly. Remember that RedAwning’s Guest Services Team will handle questions from guests for you. In addition, we send out a host introduction at least 25 days before arrival, and we also email your guests check-in instructions 5-7 days prior to their check-in date.

Can I screen guests before approving them?

When we send you a booking, we consider it a confirmed and valid booking. However, if you discover guests do not meet certain criteria, you are free to contact us and request a cancellation. Please note that in order to book through us, guests must be 25 years or older.

Will guests see my picture or my name and contact information on my listing?

Some channels do not allow this, so your listing will be branded as RedAwning.

When will I receive notice of a booking?

RedAwning’s policy is to remove the ability to book a property if it is within 48 hours of the arrival date. This is to give owners enough time to prepare for their guests. If a booking comes in greater than 48 hours to arrival date, an owner will receive a notice the day the booking is made.

Will I know which channels my guests booked through?

As an Owner, you can request monthly or quarterly reports to view which channels your guests used to book your property.

When the guest makes a reservation, do they pay in full?

Guests are required to pay 50% at the time of booking. The remaining 50% is due either 30 or 60 days prior to their check-in date.  This will depend on which cancellation policy you select during on-boarding. After three successful rentals, you have the option to receive payment 15-days prior to guest check-in via ACH transfer to a Bill.com account.  There are no fees associated with using or transferring funds from your Bill.com account.

CANCELLATIONS

What is my cancellation policy?

All properties in our Owner Program can offer either a 30 or 60 Day Free Cancel policy. Cancellations by guests made either 30 or 60 days prior to check-in are fully refundable. Guest cancellations made within 30 or 60 days are non-refundable, and owners will receive the full amount of the booking.

I’m not sure I understand why a Free Cancel policy helps me?

Guests love the flexibility of Free Cancel, but for a property owner, it can sound a little counterintuitive to offer the ability to cancel with no penalty. However, listings with Free Cancel consistently perform better because of this flexibility. Guests have the freedom to cancel outside of 30 or 60 days, so they feel fewer inhibitions about booking the property. We see a large majority of guests proceed with their original booking. Our network of top travel websites has seen a substantial increase in performance of Free Cancel listings and place these higher in search results.

CALENDARS

Can I block my property’s calendar for the times I plan to be there?

Yes. You can block owner or friends/family use by logging into the RedAwning Smart Portal.  The calendar has a live feed to all channel websites, and your dates will automatically be blocked. We discourage blocking calendars unless it is absolutely necessary. Calendars should be open at least 6-12 months with accurate rates to yield the best ranking and conversion rates.

Can I still take direct bookings from repeat guests?

Absolutely!  As long as RedAwning has the ability to book your property at least 6-months every calendar year, you are welcome to take direct bookings without paying RedAwning a commission.

CHANGES

How can I add more photos or change my property description?

You can alter rates, calendars, minimum nights and fees in the Smart Portal.  For changes to photos, descriptions, titles, amenities or fees, please notify your account manager and they will make the changes for you.

How difficult is it to list additional properties?

You are welcome to list additional properties at any time.  Your account manager can assist in building the new property listing in our Smart Portal and will typically get it live within 1 week.

GET STARTED

Get started marketing your vacation home today by completing our initial sign up form.  An expert account manager will reach out to you upon completing the form to cover any additional questions and ensure we will be a good fit for each other.  We’ll work through all of the details together to get your listings live as soon as possible!