Hello, Charisse. Welcome to planDisney! Thanks for stopping by to ask a question for your friends.
Because it is getting so close to their reservation date, Charisse, I do think your friends will need to either call and speak to a Cast Member over the phone or at least use the chat feature via the MyDisneyExperience mobile app to modify this reservation. The number that they will need to call is the
Disney Resort Hotel Reservations support line at (407) 939-1936. Phone lines open up each morning around 7:00 a.m. Mickey Mouse's time. As your friends know, there has been a high call volume at this time and because of this, there are much longer than normal wait times. I recommend that your friends set their alarms early one morning and call as soon as the phone lines open to minimize the wait times. When I've had to call for certain things, doing so early always helps cut the wait time down for me.
If your friends want to try to get ahold of a Cast Member another way, have them download the
MyDisneyExperience app to their smartphone device. Then, they'll need to log in to their
MyDisneyExperience account. Once that's done, they can click the three blue horizontal lines on the bottom right-hand corner of the screen. This will open up a menu page and they can scroll down until they see the option to "Chat With Us". Select that to open up the chat feature. They can submit their question anytime and they will be placed in a queue for the Cast Members to help. Once it is their turn to chat, they'll receive a push notification asking if they would still like to use the service. I like the chat feature because even though you are waiting, you aren't tied to being on the phone for several hours. I've used the chat first thing in the morning and have had little to no wait most times.
I hope your friends are able to modify their reservation swiftly, Charisse. If you or they have any other questions, please feel free to stop back by and
ask me. Have a great day!