Issues canceling resort reservation

[100acreHiker]

I booked two rooms at BWI for the end of this month, one for my family and one for my dad and mom. My father has some very serious heart problems and he is in a bad state now, and won't be able to travel at all anytime soon. The 30 day window passed yesterday and I have tried for three days now to call and cancel his room and every time I call I am told it's about a 90 min wait! I stuck it out an hour and had to give up as my kid needed me urgently. Perhaps it's the holiday--is there some promotion just out? I am not able to cancel or modify online; it just says to make changes, please call. I am worried that my parents will lose their $200 deposit, despite the fact that I have tried and stayed on the line for three days straight. My parents are elderly and not able to handle this right now. Does anyone have advice or thoughts on whether they will refund the deposit (assuming I can ever get ahold of a CM) given the circumstances?

Thanks!

 

[Eastern]

Maybe try hitting the prompt for 'new resort reservation'. Also call early. Days when many people are at home (weekends, holidays, evenings, lunch hour) wait times can be longer.

I called recently and it wasn't that bad. I can't imagine 90 minutes but maybe the week between Christmas and NYE is like that.

 

[100acreHiker]

Thank you. I will try at the end of the night or first thing tomorrow morning. Does anyone know: if they won't refund our deposit because we're now 29 days before trip start, should I rebook my parents reservation for a later date and then try canceling a bit down the road? Would that save their $200 from being eaten by the Disney machine? It's really frustrating that I've been trying for so many days.

 

[Childs1stTime2Disney]

Yesterday the wait was 2 hours. Today it said 30 mins but they actually picked up in about 5 mins.

 

[Childs1stTime2Disney]

Thank you. I will try at the end of the night or first thing tomorrow morning. Does anyone know: if they won't refund our deposit because we're now 29 days before trip start, should I rebook my parents reservation for a later date and then try canceling then? Would that save their $200 from being eaten by the Disney machine? It's really frustrating that I've been trying for so many days.

I would explain to them and I would think in your case they will waive the fee.

 

[100acreHiker]

Yesterday the wait was 2 hours. Today it said 30 mins but they actually picked up in about 5 mins.

I hung up after 55 min of waiting today(2nd time I waited an hour this week), so you seem to have gotten lucky!

 

[Childs1stTime2Disney]

I hung up after 55 min of waiting today(2nd time I waited an hour this week), so you seem to have gotten lucky!

Oh wow. I was shocked!

 

[Nohal]

Calling tomorrow morning might be your best bet. We had a family trip planned with 2 rooms and had to cancel one. DH had open heart surgery 3 weeks before our reservation. They moved DS2 into DS1 room, made a new reservation and cancelled our room. We have a trip this month so were able to apply the full amount to this reservation.

Make sure you explain your issue, and I don't think you will have a problem getting your money refunded. However, I have to tell you I was on the phone for a long time while the CM had to go through a supervisor to make the changes.

They also made a new reservation for DS1, DS2, DDIL, and DGD for a new room. They were able to keep all of the FP's and the ADR's. May explain why it took so long.

 

[DisneyWishes14]

If you can get a CM on the phone, I would explain the situation, what happened to you with hold times over the past few days and ask them if they will cancel and waive the penalty. If they won't, I would modify their reservation to a later date and then try canceling the reservation again when the holiday hubbub dies down. As others have said, if you can call as soon as they open at 7 am, you may have better luck with hold times. I hope everything works out for you.

 

[ColoradoMom12]

I think it is likely Disney will work with you around this. In the event they are unwilling, you might be able to get a full refund depending on your credit card. Many cards offer travel insurance if you paid for the trip with that card and then had to cancel it due to illness, weather, or other unexpected circumstances.

I’m sorry the wait to talk to someone is so long!! I have waited on hold for 90 minutes before calling Disney. As others have suggested, calling right away when the lines open in the morning might be a slightly shorter wait time.

 

[100acreHiker]

update: Called this morning at 7:20. System said it would be a 25 min wait but it was a 50 min wait. CM told me the system could not override the $200 penalty, despite the fact that today is the 4th day I called without luck getting a CM on the phone. I had to insist on Guest Services to step in, so I was put back on hold for another 15 min, and the CM came back to say the reservation was canceled and refund will be issued. I'm relieved, but annoyed it took this much time to get it sorted out. CM said they are aware of the heavy call/wait times.

 

[Nohal]

Glad you got through and were able to get a full refund. If you don't like what the 1st CM tells you ask to speak to another.

Case in point DS1 booked a reservation for the 2 of us at CRT. Originally booked under his credit card but realized he wouldn't be there to sign. Called back and CM told him to rebook using gift cards as thats what most people do when booking a meal as a gift for someone else. They went to get gift cards and called again and the CM this time told them they couldn't do it. Asked to speak to another CM and guess what his card was credited and the gift cards were applied to the meal.