Sabine W.
Mouseketeer
- Joined
- Feb 21, 2020
This problem is continuing to occur with the new resorts (Stella and Luna). I had made a reservation at Stella for November 2025 (yes, more than a year away!) with a $177 deposit, which I cancelled last week. I had also made a reservation at Surfside, and received my deposit refund within 24 hours of cancelling (it did appear and disappear as a "pending" charge before posting, but that's on Chase). When I didn't receive a refund for the Stella reservation, I called 888-320-6065, the number that was very helpfully posted earlier in this thread (thank you!)
After a 30-minute wait on hold, I got a representative who could see that the reservation had been cancelled but no refund issued. She said it is supposed to be automatic, but it wasn't in this case. She said she thinks this might be because the two new hotels are not set up yet for the automatic refund. When she tried to process the credit manually, she said the system was asking for a code that she does not have. She put me on hold to speak to a supervisor, then said she would need to call me back while they worked on it. I am waiting for that call back now.
Just a warning to anyone who needs to cancel a reservation at Stella/Luna: the way things stand right now, it sounds like you will not receive a deposit refund unless you call! Hopefully now they are aware of the glitch and will work on fixing it.
After a 30-minute wait on hold, I got a representative who could see that the reservation had been cancelled but no refund issued. She said it is supposed to be automatic, but it wasn't in this case. She said she thinks this might be because the two new hotels are not set up yet for the automatic refund. When she tried to process the credit manually, she said the system was asking for a code that she does not have. She put me on hold to speak to a supervisor, then said she would need to call me back while they worked on it. I am waiting for that call back now.
Just a warning to anyone who needs to cancel a reservation at Stella/Luna: the way things stand right now, it sounds like you will not receive a deposit refund unless you call! Hopefully now they are aware of the glitch and will work on fixing it.
