West Gate Resort COMPLETE RIP-OFF WITH HORRIBLE SERVICE AND WORSE CUSTOMER ATTENTION Kissimmee Florida

My experience with Westgate Resort started two years ago when I booked a weekend at a special price in return I needed to go to their sales presentation. Since I had booked a 2 bedroom unit, I brough my brother along with my two children thinking there was enough space for all of us.

When we got there, they gave us a single unit, smaller than a hotel room with barely enough space to walk around the beds. When I went to complain, the manager was gone and they told me they couldn't do anything until the next day.

Early in the morning we had plan to go to Disney, so at 7:30 I was in the office trying to explained what had happened. After three hours there they finally admitted to their mistake and offer me to give me another unit, but still they wanted to charge me for the night I had spend there.

I completed refused, called my credit card to informing that I was filing a dispute and not to pay them anything. (The credit card company agreed with me and they never got paid) At that time, we had to look for a hotel room to spend the rest of the weekend. The manager was rude and did not offer any help at all, nor did he apologize.
But this is nothing compare to what happened three weekends ago, when I booked again with Westgate for a regular stay, this time, thanks God I booked through Hotel.com.

The second night we were there, the ceiling on top of our bed began leaking water through a big crack it had. At 1:30 AM water just began pouring on our bed. I called front desk and over an hour later, they send a security guard to escort us to another room. We had to pack everything and didn't got back to bed until almost 4:30 AM.

The next morning I went to speak with the manager (a different one since it look they don't last long there) and he refused to give me any credit for the previous night, saying that he had done his part by allowing me to check out late (1 hour later) He refused to continue talking to me and told me to direct all complains to their corporate office.

Well that's what I did, and to my surprise, there was no record of me staying at the hotel!!! Even after I read their check out recipt over the phone, they still couldn't find me in their system

The following weeks I placed several calls to the corporate office and the resort without any results, they kept saying there was no record of my staying there.
I finally gave up and contacted Hotel.com. As professional as they are, they apologized immediately for the problem and within a week I had 50% refund plus another 50% discount on my next booking with them.
I would not buy or stay at this resort again, and since I am a timeshare owner with another resort, I plan to file a complain with RCI. Hopefully the negative reviews will keep adding up.

If you look in ebay, you can see that there are units selling for $500 full price ownership that is because NOBODY WANTS THEM.

Jorge
Lake Worth, Florida
U.S.A.