RedAwning.com

My family checked into the 11911 Kalakau Ave #511 managed by Redawning on 7/9/24 and experienced several issues. First, the hot water knob in the shower just spun when I attempted to turn it on, signaling that there would be no hot water. I called local management office twice and was told they'd need to contact the "property manager" and get back to me each time. It was late but I expected that by morning there'd be a response.

By the next morning, there were 2 additional issues and there was still no response regarding the plumbing. The street noise was unbearable as the bedroom windows are not such that they close and limit sounds heard from the busy intersection outside. My children could not sleep, waking up several times during the night. My husband and I slept on the old, lumpy, and extremely uncomfortable sofa-bed and awoke with aches and pains. So, I found another contact number and called Red Awning. I spoke Otto and expressed my concerns about the lack of hot water in the shower and poor sleeping accommodations. I requested to be relocated to another unit or property. She said she'd contact local property management regarding my concerns. I asked her, "who exactly is in charge?" because when I called local mismanagement, they needed to contact the "property manager "and when I called Red Awning, they needed to call local management. It sounded very much like the buck was being passed. Throughout the morning, I called Red Awning and the local management office multiple times. Each time I was told that they were awaiting a response from the property manager and meanwhile no one showed up to fix the shower. My family didn't want to take ice cold showers. We waited around until noon but still no one showed up. So, we decided to start our day as we're in Honolulu on vacation and didn't want to spend the day waiting around. By that time, we'd also decided that it'd be better for our family to find our own alternative accommodations so I requested a refund on the remainder of our stay and a discount on the 1 night we were there. Again, I was told that the request would be forwarded to the property manager. Shortly after we left, I got a call from someone named Mo stating that someone was coming to check the shower. I informed him that we'd just left but they were welcome to enter and fix the problem. I also asked about an update on our refund request and he said he'd talk to the property manager. While we were out, I received a call from someone who didn't provide a name but asked if we'd checked out. I told him that we were currently away from the unit but that we planned to check out that day since our concerns had not been addressed. I told him I wanted a refund and discount for the first night, which he said he'd talk to the property manager. At around 2pm(ish), I received a call from Aiah who claimed that they didn't have my number on file and that's why there'd been a lack of communication about the condo issues. That's obviously untrue. I'd received calls, it's just that no one ever did anything to resolve the problems. What's also interesting is that there was never a call from this elusive property manager to whom everyone was deferring.

Aiah assured me that someone was going to go to the condo to address the issues. I informed her that upon our return to the unit, we'd be gathering our belongings and leaving and relayed my refund request to her. She later sent a message stating that staff was going to the unit to address the issues. Upon our return to the unit, however, the hot water handle in the shower was still spinning. It was clear that no one had come to fix it. By then I'd found other accommodations that were immediately available for check-in so we quickly gathered our belongings, returned the keys to the lockbox and checked in to an Airbnb. It is very disappointing that practically an entire day went by with no repairs to the shower, no response to our request to relocate, and no confirmation of a refund. We travel regularly and this is the first time we've encountered such a lack of customer support.

Additionally, the condo we rented is not fit to be a vacation rental. It is old and in great need of disrepair. The listing information is grossly inaccurate and the photos fail to show the rust, damage, and overall unlivability of the condo. There is no reason that a plumber couldn't have shown up to repair the shower. There is no reason for the amount of phone tag that was played. I made a total of 15 calls to RedAwning and the local management company in a 24 hour period. That was 5 days ago and I never received a response, resolution, or refund. Redawning is a shady business.

I booked a unit 622 in the Eolus property at Purgatory in Colorado for July 20-25, 2018 using my hotel.com account. Red Awning sent access info the day of our arrival and we could not receive due to dropping internet/cell service. We waited for 2 hours to finally get info to code on door of unit. While waiting, we thought we were going to have to find something else and realized condos in the same property (larger than our rental) were listed considerably cheaper. We saw as much as $120 a night cheaper. Once inside, we encountered a musty moldy smell we traced to a washing machine with algae in the seal and no air conditioning unit. We are traveling with a special needs child and it reached 90 degrees here today. I am really dissatisfied. Further, when we try repeatedly to reach Red Awning, there is no answer- therefore no accountability! Really feel cheated!