As an owner, I'd be upset that any broker would refuse to pay me the 30% as required by the contract when the resort was open but their renter did not show up. In this case, I did nothing wrong and the renter chose to not check in. Since the broker got 100% of the money at the time of booking, they should have the money to pay me. If I don't get that remaining 30%, the broker won't get my points to rent in the future.
As a renter, if I decided not to go because the parks were closed and the resort open, I knew what I was doing would not result in me getting a refund from the broker. My contract says no refunds. I'm really upset, however, because I booked a trip to go to the parks. It will be the last time I rent points if I can't get a refund.
As a broker, I am holding 30% for the owner, and I've collected 24% for my services on the original transaction. While I have that 30% in the bank, I have paid my staff out of the 24% and likely have little remaining. I have a renter who is upset, and an owner who is upset. The renter will likely contact their credit card company and issue a charge back. I can't win a charge back. The credit card companies always side with the credit card holder. I will need to try to make the renter happy by getting them a new reservation. In doing so, I will hopefully limit the charge backs to a small number. Because the owner has to make the reservation, and not cancel it, I will withhold the 30% until the new reservation takes place. If this doesn't last too long, I might be able to save my business.
As a serial entrepreneur with several successful start ups (one of which went public, and 3 sold pre-IPO), I feel for the broker. They are not likely to survive this if the resorts stay closed into May. Business interruption insurance doesn't cover this kind of event. The ill will created by the inability to get reservations for when the renters want them (no flower and garden, let's do food and wine instead), and the withholding of the payments to the owners, will make their business model implode. Without renters and owners, brokerage is not a viable business.