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Re: COVID-19 Related Cancellations (by Alexander N.):

This seemed like a relevant thread to add my experience. We booked a week at Marriott Ko'Olina for 5/8. I got a call earlier this week from Redweek Customer Service, went to voicemail, and voicemail indicated the owner was asking if I still planned the trip or wanted to cancel and there may be refund options. In the voicemail it was said I would get an email to respond to.

This I think is the important part, I never received the email (checked spam and all that). I opened a COVID-19 dispute yesterday using the online form around 2 pm Pacific and at 7:19pm received an email from Customer Service that the owner fully refunded my trip. In the response, the original email from Redweek (that I didn't receive) was included in the history chain.

Two takeaways. I think the system Redweek is using to manage customer support requests is overwhelmed and some emails their CS reps are sending actually aren't being sent leading to what seems like no response. It would be nice if those messages were included in our online Redweek Inbox to have a history.

Second, the policies are changing on a daily basis and I know with Ko'Olina all resorts except Marriott closed this week. Marriott hasn't updated their cancellation guidance, but I assume the owner of mine was able to cancel in a way where they felt comfortable offering a full refund.

Just wanted to share my experience. For me at least, both the owner and Redweek (kudos to Lorna and Carol in CS!) were very responsive considering the circumstances.