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Verifying Room Reservations

Verifying Your Room Reservation

There are two ways to verify your room reservation, the app and the website.  We strongly recommend you do this in the app, where it’s called “linking” to verify that the app is all set up in advance of your stay.  Keep reading for a walkthrough of each method.

Verifying your reservation via the app:

When you first bring up the “Aulani Resort” app and log in (if you have any other Disney account, the same username and password should work here), it shows the Dashboard by default.  At the top it will say “Welina, <Your first name>.”   Just under that, it says “Retrieve Reservation.”  

When I first went through this process, the app was having issues and it basically said the reservation was already linked… by me!  Open the “App reservation linking saga” below if you are having a similar issue.
App reservation linking saga
When I first attempted to link my existing reservation into the Aulani resort app, it was having issues and it said  “This reservation has been linked by <me>. To view this reservation, please add <me> to your family and friends list, if you are not on the reservation, ask <me> to share all plans with you.” I contacted Disney via their online chat support and received this reply: “This is a known issue that guests are having. Our online team is working to get this fixed. You’ll need to call in to link your reservation. Please call Aulani Reservations (866) 443-4763. They are open every day from 7 AM to 9 PM PST. Holiday hours may vary.” When I called the number, none of the phone tree options were a good fit, so I didn’t select anything in hopes I’d get an operator, but it just left me hanging in silence with no repeat of the options. I called back and selected 2 “modify an existing reservation” which eventually connected me to a cast member who informed me that since our reservation was made through the Disney Vacation Club, I should have called DVC reservations instead. However, they then transferred me to their internet support line where it was revealed I had an existing account under an old email address to which the reservation inexplicably got linked. A moment later the issue was resolved and the linking worked.

Update: The same problem happened, again. Since they told me last time that I should have called DVC, that’s what I did. ~15 minutes later, someone answered and told me they couldn’t help and transferred me…somewhere. After waiting an hour, I finally got a hold of an agent, who then tried to transfer me. I explained that I’d already lost an hour and a half to this and really didn’t want to go the back of another phone line. She put me on hold while she tried to get a hold of someone else she could directly connect me to, but after another 40 minutes of this, she finally came back saying it was a known problem and they’re working on it and there’s nothing else she could do. In short, I was at a dead end. I’ll try again with another number later, but I’m done for today.

Once it links, it will show you your reservation information, followed by a listing of the guests on that reservation.  Make sure all the occupants of your room are listed as this information is what they use to determine who is allowed to get a band to swim in the pools.  If a person is not listed on the room, they will not be allowed in the pool area.  Click “Done” and the next page again shows all your reservation information, but now it includes a button to link another reservation along with a “Start Check In” button.  At this point, you know your reservation is confirmed.

Verifying your reservation via the website:

Log in to https://www.disneyaulani.com/.  At the top of the page click on the “My Aulani” menu, then click on the “My Aulani Dashboard” menu item.

This loads a new page where you click the “Link your reservation” button.
Another page loads on which you enter your reservation confirmation number and the last name of the person who is listed as the primary occupant on the reservation.
After this, it should display your reservation details and allow you to edit the room occupants.  Make sure all the occupants of your room are listed as this information is what they use to determine who is allowed to get a band to swim in the pools.  If a person is not listed on the room, they will not be allowed in the pool area.