@LauraM I'm going through the exact same thing right now!! I initially booked the Signature package, but after booking 75+ room nights, I realized I got the majority of the signature package free with my 'Unlimited Private Events.' Now, I'm trying to 'downgrade' to the Complimentary, but apparently I'm using the wrong verbiage because you can't 'downgrade' but you can 'change' your package - so annoying! So I have to sign an all new contract... just be sure in your new contract that they don't add any new clauses or stipulations in it. They tried to do that to me, but I'm fighting them & so far... winning. To cancel your contract, you have to go through your sales agent. If you don't know who that is, Marisol should be able to direct you. It's the person you sent your contract back to.
They did try to tell me it would take 90 days to receive a refund (what!) so I should just have them keep it & use it toward DJ's, flowers, etc, but my travel agent reached out to them & they told her it's really 30-90 days. I now just want them to issue the refund, regardless of how long it takes, because I don't trust them with my money in the end! God knows what they would charge me for... it's easier to fight when they don't already have my money!
If you need an amazing travel agent, let me know! Mine has just been through all of this & got my guests the lowest rate I've heard from anyone.