The Excellence Collection is a travel and hospitality brand, so “returns” typically do not apply. Instead, the key policy to understand is the reservation cancellation and refund window tied to the rate type selected at booking. In general, flexible (refundable) reservations are designed to allow cancellation without a penalty when the cancellation is completed at least 24 hours before the scheduled arrival time. This effectively represents a 1-day (24-hour) cancellation window prior to arrival for penalty-free cancellation on eligible flexible rates.
Rate type matters. Flexible/refundable rates generally allow cancellation up to 24 hours before arrival without a cancellation fee. If a cancellation is submitted within 24 hours of arrival, the cancellation fee is typically equal to the total cost of the entire stay, and no refund is expected for that reservation. Non-refundable rates are different: they are typically charged shortly after booking and are not eligible for refunds for cancellations, no-shows, or early departures. Changes or amendments to a non-refundable reservation may be treated as a cancellation, which can also result in no refund. Because of these differences, the booking confirmation and the rate rules shown during checkout should be treated as the controlling terms for that specific reservation.
Cancellation method and proof are important for billing disputes. Cancellations are generally expected to be completed through the brand’s official cancellation process on the website (often via a form or “Manage Reservations” flow). After a cancellation is processed, a confirmation email and/or cancellation number is typically issued; retaining that confirmation is the most practical documentation if a charge is questioned later. If a refund is due under the applicable rate rules, processing time can vary, and the final posting date may depend on the card issuer and payment processor timelines.
Reservations made through third-party travel agencies or online travel sites usually must be modified or canceled directly with the third party, not with the resort brand, and the third party’s penalties and deadlines may differ from direct-booking terms. For direct bookings, the most actionable approach is to locate the reservation in the Manage Reservations area, confirm the rate type (refundable vs. non-refundable), and complete any cancellation before the 24-hour cutoff to avoid a full-stay penalty. If travel disruption is weather-related, separate destination-specific policies (such as hurricane-related rescheduling terms) may apply and can change the outcome from a standard cancellation scenario.
