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Frequently Asked Questions

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Frequently Asked Questions

What is your cancellation policy?

Each hotel has their own individual cancellation policy which would be too much to include in these FAQs. Before you confirm your booking, look at the T&C’s to see the cancellation policy for that specific hotel.

To change or cancel reservations go to the reservations link at the top or bottom of the home page. From there just enter your last name and confirmation number to access your reservation.

To retrieve your reservation number, please email with the name of the hotel you are inquiring about, city, state, your full name, and dates of stay. A dedicated representative will get back to you as soon as possible.

No, non-refundable bookings if cancelled or amended shall incur a charge.If the reservation was not booked on, you will need to contact the Travel Agent with whom you booked through to discuss charges with them.

Yes. The prepaid amount covers your room plus tax. The hotel requires your credit card to cover any incidental fees, such as extra person charges and pet fees.

After submitting your reservation you will be sent an email notification detailing your reservation information.

When you book, a confirmation email sends immediately. Since we do not charge you directly, you will obtain your actual receipt from the hotel when you check out.

You are charged based on the hotel’s policy. You can find that policy in the rate details noted during the booking process.

If you’re outside of the cancellation policy, you won’t need a credit. We don’t process prepayments. However, if you’ve cancelled late, the hotels’ cancellation policy will trigger. You won’t be issued a credit for late cancellations.

Yes.  Disney Travel USA Inc. online reservations system is secure. Your guest information (including credit card) gets encrypted as it passes through the Internet. We use a secure server we transmit your details. You can tell you are on our secure server when the address begins with “https” rather than “http”. Also, a lock will display at the bottom of your browser window notifying you that the page is secure.

Yes, you must cancel your reservation before the cancellation window. The cancellation policy shows before you confirm your booking. So, if you don’t cancel within the hotel’s policy, expect a charge of at least one nights’ room rate.

If you would like to make a reservation for a large group, please email with the hotel name, city, state, the dates you and your group would like to stay, and your contact information so that a dedicated representative can further assist you.

Upon check-in, the guest will need a valid hotel ID and credit card. Having your reservation number available is also useful.

Each hotel has their own policies on pets. So, a property’s pet-friendly status displays under ‘hotel details and amenities’. At booking checkout, it’s listed under Terms & Conditions when entering your credit card information.

Each hotel sets their own check-in and check-out times. When entering your guest and credit card information you can view individual hotel check-in/out times and General Policy information under Terms & Conditions. If you have specific needs, please contact your hotel directly by visiting and search by the hotel name or address.

Each hotel sets their own check-in and check-out times. Check with your hotel upon check-in as to the availability of this option.

To view room descriptions for specific hotels, go to the search or advanced search option on the home page, type the location (city, state, attraction or hotel name) that you want to visit and click “search”. Then click the photo or hotel name of the hotel of interest. Finally, click on “check availability” and it will display room descriptions.

If these FAQs didn’t answer your question, contact and a member of our team will assist you.