Originally Posted by margarita girl

When this happened to me at Sheraton Waikiki, the refund had to be done at the hotel level. It took multiple calls to CS and almost a month to resolve. I had only applied the NUA to a Kai Suite with 2 double beds. My upgrade had cleared at the 3 day mark. It was removed from my account while I was standing at the check in desk (there was a huge influx of guests from the Moana Surfrider due to the lanai collapse and the SW became sold out very quickly) and i was downgraded to a city view room. They eventually found me a Kai Suite with a king bed, so they couldn’t understand why I asked for my NUAs back. After explaining the discomfort of sleeping on a sofa bed and a roll away bed, they finally agreed to refund the NUAs. I was told it would take a week for them to appear in my account and it’s been 4 days, and I’m still waiting.