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blog-5085 (by Jeff T.):

We had a week at Marriott Ko Olina in Hawaii rented with occupancy to start on March 28. Then COVID happened and state of Hawaii put the travel restriction on starting March 26. Renter registered a dispute and RedWeek Arbitration found in favor of Renter and refunded the entire rental fee, determining that the resort was "not habitable" due to the travel restriction. We as owners were never contacted by the Arbitration Team yet the Renter was able to register a dispute and plea their case.

We were able to cancel the reservation just in time not to lose it and received the points back, but they were placed into a "holding account" that has restrictions for use. So while we did receive points back, they are of diminished value.

Renter and Owners are both customers of RedWeek (RedWeek would not exist without both of us!). Renters and Owners both take risks when they enter into the rental contract. COVID is unprecedented and Red Week Arbitration Team should have considered that when they made their decision. The fairest way to have resolved this would have been to refund 50% to Renter and pay us (Owner) 50%. Red Week Arbitration got caught in the trap that they must make a binary decision and find for one party. VERY disappointed in you RedWeek!