FAQ's

Get answers to your questions about RedAwning TravelPro!

Watch this quick video on how Travel Advisors can use RedAwning TravelPro to book vacation homes for clients


REGISTERING AND LOGGING IN

Why do I need to register?
This is how we can verify you as a bonafide travel advisor and are able to offer you commission.

What if I am on the wholesale side of the business and require NET rates?
Contact us via TravelPro@RedAwning.com--we are happy to advise available options

How do I register?
Go to www.redawningtravelpro.com and click on the blue button to “Request an Account”, and follow the prompts.

What if I don’t have an IATA, CLIA, TRUE, ARC or other ID?
Contact us at travelpro@redawning.com - we may be able to help.

I have a host agency IATA but am independent - how should I sign up?
Enter your host agency ID for initial sign up and verification. After approval you can further confirm your agency details as well as add a logo and additional profile information.
* If you are an owner or administrator of an agency with advisors working under you please contact us at travelpro@redawning.com. We can assist you with a group sign up and additional admin tools.

Ok, I requested an account...now what?
You will receive an email with a registration link and temporary password within one business day. Follow the link in the email and enter your login name (e-mail address, all lowercase characters) and temporary password when prompted. When you input the temporary password, it is important that it is exactly the way it is outlined in the email. Be sure to login within 7 days or your temporary password will expire.

I received the registration e-mail, and clicked the link but I’m still not able to access the site...something is wrong...What can I try?
We are always happy to help troubleshoot any problems but a few things to try would be:
  • A different browser - we recommend Google Chrome
  • A computer - we recommend a computer over a mobile device (just for login)
  • Refresh the site - updates are happening FREQUENTLY so your browser may be caching an older version. Try a hard refresh (hold the ctrl key while hitting the refresh button)
  • Check to be sure you are using all lowercase characters for your username
  • Check to be sure you are using the most recently sent registration link and temporary password, exactly as it was outlined in the email
  • Check to be sure your password has not expired (they are only valid for seven days). If seven or more days have passed since the temp password is issued, you will need to start over!

    Be sure to complete your profile--without it, you will be able to search, but you will NOT be able to book (see profile info below)

    VIDEO: How to Register on RedAwning TravelPro
  • MY ACCOUNT

    My profile

    Your email address will already appear in your profile data, but you can and should add additional details including mailing address (this is required to complete a booking)

    What about adding a photo?
    COMING SOON!

    How do I change my password?
    Currently you need to logout and then attempt to sign back in but click on the “forgot password” text instead of signing in. An update is coming soon that will allow you to make a change within the site.

    My company

    Why isn’t there any information except name and registration number?
    Company data (including logo) has to be added by an administrator. If you are an administrator kindly email TravelPro@RedAwning.com to request access and we will review and approve your request

    I work for a host agency but have my own company information and logo...what should I do?
    You need a sub-agency - and we are happy to set one up for you. Email TravelPro@RedAwning.com to request a sub-agency.

    SEARCH

    How many properties can I search?
    100,000+!--and more being added to our inventory weekly

    I’ve searched mostly for resorts - anything to be aware of with vacation rentals?
    Minimum stay requirements - they vary from location to location but if you are having issues getting a quote on a property, there may be a LOS (Length of Stay) restriction, or a mandatory arrival day restriction. ie, try a week long Saturday to Saturday stay and see if you have better luck.

    Minimum number sleeps - generally does not include children under 2, although we recommend checking prior to booking if you plan to exceed occupancy.
    USE KEYWORDS! - Vacation home owners know that every home is different so they take pride in crafting a description that will give you much needed information - if you need something specific try a keyword search.

    Can I save properties I like?
    Yes - our folders tool lets you sort and organize however you wish: by client, by destination, by event, by distance to the pool -- you rule the world!

    How can I share properties with my clients?
    You can email them directly from a listing (rates are not included), email them a complete folder, or create a brochure with property photos and description plus your branded details and/or profile information.

    What if I can’t find what I am looking for?
    Please do reach out! Our reservations specialist Renee (Renee@RedAwning.com) is happy to help search; We may be in the process of loading properties into that destination. If we do not have inventory in your desired area, we will turn the request over to our sales department and see if we can’t help with your next trip.

    RESERVE

    What is the standard payment process?
    50% of the total reservation is due at the time of booking. This ensures your guests dates and confirms the reservation. The remaining balance is due 65 days prior to arrival and is charged to the credit card on file.
    If amendments are needed or a different card is to be charged please contact our operations department at 650-265-6070 to provide alternative card details prior to the due date. Note that we are not able to change or add credit card information online for security reasons

    My clients second payment declined - now what?
    Contact us - we will need to update credit card details no later than 60 days prior to arrival at the latest or the reservation may be at risk of cancellation.

    Can I prepay the 2nd payment?
    No problem - just call us at 650-265-6070

    Can I split payments?
    For 2nd payments a new or alternative card is no problem at all but original or full payments do need to be on one credit card.
    Exceptions may be made for payments totaling over $5000 - please contact us for full details.

    Are reservations only quoted in US Dollars?
    No - although the “default currency” is quoted in USD, advisors can select their preferred currency to quote and book.

    Are rates quoted on a commissionable or NET basis?
    By default rates are quoted on a 10% commission basis, and when you quote a rate you will see your commission highlighted in red. NET rates can be established for tour operators and other packaging partners. If you would prefer NET rates please have your administrator reach out to tprosales@redawning.com

    Any terms or conditions I should be aware of?
  • Age -- The primary renter on all reservations must be at least 25 years of age. For non-family groups, all guests may be required to be at least 25 years of age and asked to present valid ID
  • Maximum Occupancy -- Each property will have a “Max Sleeps” number indicated and will be enforced. A common exception is for small children and infants and will require property manager verification via RedAwning TravelPro customer service (TravelPro@RedAwning.com)
  • Security/Damage Deposit -- RedAwning does not require an additional security deposit. Note: On site property managers may require a credit card “hold” upon arrival.

    Can I change, revise, or cancel a reservation?
    All reservations can be cancelled within 24 hours of booking with no penalty
    Cancellation terms (beyond 24 hours of booking) are property-specific, and will be detailed at the time of booking. Please review the cancellation policy carefully prior to completing your booking.
    We are happy to request and facilitate any change requests that may be possible - all changes, if offered, are offered at the discretion of the property manager.

    I was notified by an on-site property manager that the property I confirmed is no longer available -- now what?
    Unfortunately due to unforeseen circumstances (such as weather damage, ownership changes, etc) previously confirmed reservations can not be honored after confirmed In these rare cases, we will offer your clients 1) an equal or slightly better property, as available in our inventory, at our cost. OR 2) If no alternative accommodation is available, we will be happy to provide a full refund. Of course you will still receive your commission based on the original reservation.

    What documents will I receive?
    All communications will come to you so that you can pass them to your guest while still staying “in the loop”. Note that some items will be transmitted by RedAwning (our parent company), and / or may be directed to your clients but are being sent to you first
    You will receive:
  • Reservation confirmation - Agent Copy (contains commission rate) - Within 24 hours of booking
  • Reservation confirmation - Guest Copy - Within 24 hours of booking
  • On-site Property Manager contact information - Approximately 30 days prior to arrival
  • 2nd payment notification (if applicable) - Approximately 65 days prior to arrival
  • Arrival Instructions - Approximately 10 days prior to arrival
  • GUESTS ON-SITE

    What if my guest has an issue upon arrival or during their stay?
    You will have received the on-site property managers’ contact details in all reservation documentation. The manager on site will be the guests first and best contact in case of immediate assistance being required. The RedAwning team is available 24 hours a day via text at 510-953-4900 if you would require additional assistance for an on-site guest.

    AFTER THE STAY / COMMISSION PAYMENTS

    Can I review my guests stay?
    YES - we love and value the feedback of all our guests, especially those who booked with a travel advisor. You will receive an e-mail following check out. Feel free to forward to your guests or fill out directly on their behalf. We are also working to have Travel Advisor reviews available on the site--coming soon!

    When are commission payments made?
    Commission payments go out on or about the 5th of the month after a stay completes. For example: if a guest stay is January 20 - February 9, advisor (or primary agency) can expect payment to be processed about March 5th.

    How do you pay commissions?
    Commission payments are made to host agencies or “master” agency of record on TravelPro Rentals. Our preferred method is via direct deposit, which we will set up with the admin upon first booking.

    What if I do not receive my commission payment?
    Contact us! We can provide additional details like check number to assist you in locating your payment.

    Can I receive a commission payment in an alternative currency?
    Yes - conditions may apply - contact us for specifics and more details via TravelPro@RedAwning.com

    CERTIFICATION

    How do I become a certified Vacation Rental Travel Pro?
  • View Tutorial and take a short quiz
  • Attend a WebEx
  • Complete a Booking
  • Receive your certification

    Why should I become a certified Vacation Rental Travel Pro?
  • Advisory Board opportunities
  • Exclusive contests
  • Bonuses
  • And much more

    When can I start?
    COMING SOON!!--We will officially announce the program as soon as it’s ready for participation
  • CUSTOMER SERVICE & SUPPORT

    How do I contact you if I have questions?
    Call 800-946-6509 during business hours
    E-mail travelpro@redawning.com
    After hours 24/7 support text REDAWNING at (510) 953-4900

    OUR TEAM


    Cindy Brewster- Director Contact Cindy at Cindy@RedAwning.com, +1 510-853-9123
    Cari Stoltz- Operations Manager Contact Cari at Cari@RedAwning.com, +1 650-265-6070
    Renee - Reservations Specialist Contact Renee at Renee@RedAwning.com

    Do you have a vacation home you'd like to rent or know someone who does?
    We are actively seeking vacation homes across the US to join our program.
    Refer a friend or a client + you can earn 1% of their homes first year or income from bookings! Get the Details >>

    Still have questions?