Westgate Resorts
reviews and complaints

after staying at Westgate for my birthday i received a phone call for a promotion package 4 days and 3 nights i could use at any time for 99 dollars. when i tried to use package was told it expired and i would need to pay additional charges paid charges which both charges and package total $175,12 made reservations they booked me for the wrmg date and then told me it was nothing they could do to help me. I WOULD LIKE MY MONEY REFUNDED

On 10-31-23 at around 5 pm we were introduced to the general manager to wrap up a time share pitch. We had already declined all offers and by that time more than ready to go. The general manager kept pushing and pushing using my name repeatedly trying to intimidate me into saying yes. I informed him that we were done I also informed him that I have PTSD and I was no longer ok he wouldn't just let us leave. My husband walked me outside anyway but was followed so we wouldn't leave. We were told it would take 90 min we were stuck there for 4 hours. For someone with PTSD that was the equivalent of being held hostage and my mental health took a hard hit. I sincerely hope that is not the way you treat veterans and people with disabilities.

I was stuck in a hurricane and had reservations from 8/26/23 to 8/29/23 . My flight was canceled due to the hurricane and was not offered a accommodation discounted rate i was charged full pice . The service was terrible i asked for someone to pick us up at our rooms and no one came to clean the rooms . I was offered a tour with them that took my whole vacation day away and my daughter was not happy . With the service and i am a previous guest and i do not think will recommend anyone to come here or i will be returning my self .

I would like to bring to your attention some issues we had with our recent stay, July 21 thru July 25th.

Originally I bought my package at Westgate Cocoa Beach. Unfortunately the dates I needed were not available and I settled for Westgate Lake Resort in Orlando because of the water park. I did not my due diligence and check the reviews; if I had maybe it would have been a different story.

We were given a room in the 600 bldg., when my son checked in around 5 pm and went to the room, the sheets in one of the rooms had blood stains and the AC was not working properly. He called the front desk and informed them of both issues. He received new sheets and they had an engineer looking into the AC situation. My son had called 3 times after check in and said they were working on it. When I arrived at 2:00 am the AC was still not working properly and supposedly the engineer left at 1:00 am. How could he leave and not correct the problem. We have 4 kids in the room; I asked to be transferred to another room or another hotel and they told me everything was booked. They just gave us a 200 credit. Our AC did not work properly for 3 days, we called several times without success; after the 4th day the AC was working properly. Then the sink in the master bathroom was clogged but that was fixed. When we went to shower there was no water pressure, had to call the front desk for assistance. Not to mentioned that at times our keys kept getting deactivated making it hard to go into our rooms at time, luckily at time there was always someone inside and we were able to open the door.

Needless to say, it was not a great experience.

I have owned Westgate for over 25 years.  I use my week annually and whenever I am given the opportunity to participate in the presentation, I participate with no problem. Over the past years, I have never been treated the way I was treated by the salesman (Mr. Jimenez) on 8/1/2023. I felt mistreated, bullied, discriminated against and embarrassed.  And I would like to explain in detail what happened in case someone can offer apologies on behalf of that gentleman.  If you can call him a gentleman.7/29/2023 - 8pm I made a perfect check in.  I am referred to the Hospitality area for the welcome package and very kindly attended by Vilma. Vilma offers me to participate in the presentation and tells me that my participation is important to know the status of my accounts, offers, upgrades, etc. She tells me that I must leave a $20 deposit (refundable) and that for my participation they will be giving me $100, $500 discount for cruises, stay, etc... all fantastic.   The presentation is arranged for Tuesday, 8/1/2023 9am.8/1/2023 - 8:45am I arrive at the counter to confirm my arrival, there are 3 people available, I say Good morning, and no one answers.  Ok.  I wait for about 3 minutes while they settle in and talk to each other.  A young man attends me, takes my information, tells me to wait in the lobby and that the waiting time could be between 15 min to 20 min.  The salesman (Jimenez) arrived at 9:35am.  He asked me if I was alone, I said yes.  He asked me if I had participated in the presentation last year and I said yes.  Then in a somewhat aggressive and irritating attitude he asks me why I am there again.   I tell him that Vilma told me that it was necessary for me to participate every year.  Mr. Jimenez with the same bad attitude told me that it was not necessary and that I could leave.  Trying to keep my position, I told him that I was not going to leave because I had already taken the time to attend the presentation and that I had lost almost 1 hour of my time. The naughty man told me that I was only interested in the breakfast, in the gifts offered by Vilma and that I was going to waste more time in the presentation. He also mentioned that Vilma forces people to participate only for the money she will receive.   She indicated that her parents taught her that time is more important than money among other aberrations.   I stood my ground and indicated that I was staying for the presentation.   In a very hostile manner, he directed me to breakfast (I only had an apple juice) and moved me to a table, where I had to wait for him, about 45 min. When he returned he said: Tell me, what do you want to hear from me?   He started explaining nonsense for a minute or two and then left.  After that came the manager Jeffrey and another young lady (Amarilys) both very nice and continued with the process.  Mr. Jimenez did not want to continue and neither did I want him to continue with his inept presentation.   When I explained what happened to Jeffrey and Amarilys they disappointingly indicated that this was his personality. Now I ask, is Westgate aware of the type of person they have as a salesman.   A totally undesirable, abusive, inept, unscrupulous, low value, rude, disrespectful, etc. ... Would they rather get poor reviews for a bad apple? Would they rather lose sales to a disrespectful individual?   With the security he speaks, I think his superiors disregard his actions. How far do I, as an owner, have to tolerate this type of mistreatment from an employee?  As an owner, the least I demand is respect for myself, that someone can communicate with me and that action can be taken in this matter.

Mayra I. Ayala

[protected]

[protected]@gmail.com

Name - Pauline Samuels and Andre Branch

Acct # - [protected]

Date of Purchase - April 30, 2023

Email - [protected]@gmail.com / [protected]@gmail.com (preferred)

When I went to a presentation at the hotel I stayed at, I was presented with an opportunity to become a hotel owner. I flat out asked if it was a timeshare and was told. "NO". Pierre K. Gillenwaters explained to me that I would be a hotel owner and would be able to rent it out. I have tried reaching out to this company (including Pierre) over a dozen times because I was having trouble making any reservation. After finally speaking to someone. She had the nerve to ask me for another $1300 just to book my reservation. As I continued, speaking to the lady, I began to realize everything Pierre said was a lie. He told me it would pay for itself. He told me I was a hotel owner and would be able to book and rent at a discounted price being an owner. He also told me I could book at other hotels and get discounts because I was an affiliate. He never mentioned anything about all these fees and additional charges. Pierre did mention maintenance fees in order to maintain the property. He mentioned paying state property taxes for owning the property but that was it. Pierre told me I would be able to book other people's rooms as needed to make extra money. Pierre claimed, him and his team does it all the time. He also claimed that I would be on his team, and he would walk me through the process (which he didn't do) and make sure I get everything I need. Pierre gave me his number [protected] and told me I would be able to call anytime I have a problem. Needless to say, that didn't happen. Pierre pulled out a piece of paper that looked like a paystub and said, this is what me and my team made just last month. Which was a little over $4000. Pierre stated, as long as I'm able to book rooms, I can make money. Pierre stated, the more rooms I book, the more money I would make. He explained, I would make the difference in the amount I would pay at the discount rate to what I would charge my clients. Pierre claimed, it didn't matter how many days I stayed, I would be charged a flat rate of $150/stay (in network) meaning all Westgate resorts no matter how many days I stayed; $229 (outside of network) meaning other hotel in USA not Westgate and $499 (out of state) meaning London, Cancun etc. Pierre claimed that's how we make our money. By charging the customers however much we want only having to give up the $150, $229 or $499. Example, I could charge my customer $150/night for 7 nights equaling $1050 for the customer then I give up $150 from the $1050 and keeping the rest in the tune of $900. He also claimed, I could charge more if I chose, making even more money. Further explaining how I would have control over how much I would make. Which he then suggested, I could use to pay for my maintenance, taxes and monthly fees. He told me there was no limit to the number of rooms I could book. I could book however many days I wanted. Meanwhile, it wouldn't even let me put the days I wanted unless it was 7 days or more and even then, it did not have anything available for me to book. It kept saying, the days were not available. While in the presentation, I had explained to Pierre, that I book family vacations 2x a year with 20 or more guest each time.

Guess what! As I continued asking the lady question, she kept explaining; what I was told was not true and began explaining that it was indeed a timeshare and how the timeshare works. I expressed to her how I was completely lied to, and she sat on the phone and said nothing. I asked her for a number to file a complaint and she gave me an email, address and number.

[protected]@WGRESORTS.COM

2801 Old Winter Garden Ocoee, Florida 34764

[protected].

Everything he promised was a lie. I was unable to do any of the things he said. Every reservation I tried to book was unavailable. I tried to book a year out, and nothing was available. Pierre claimed, I would never have problems booking because I would get first preference. It didn't give me first preference neither. It didn't give me any discounts as promised. It didn't do anything Pierre claimed it would do. On top of that, I then found out, it was definitely a timeshare after all. I told Pierre up front; I didn't want any timeshares. Although I repeatedly stated, I did not want a timeshare, he looked me and my face and lied time after time. Now I feel trapped, lied too, and betrayed by someone I thought I could trust. After all, he kept saying "us brothers have to stick together", "if I don't look out for you, who will". Meanwhile, it was MY BROTHER who was screwing me the whole time. Now, I'm sitting here wondering how Pierre could sit there and lie about every single detail of this transaction and get away with it, leaving me stuck with the bag. Leaving me stuck in this timeshare that I never, ever wanted and was very clear on that. If Pierre would have been up front and honest, I promise you I would not be in this situation. It's not ok to lie and trick people into things they don't want. I trusted Pierre to be honest. I don't believe a person, or a company should have to lie about their products unless they know what they are doing is wrong and illegal. If this is how you do business, I know for sure I don't want no parts of it. This makes it an even more reason for me to get out of this situation. I thought Pierre was selling me a business opportunity not a timeshare. This is highway robbery to its fullest. I would like to get out of this situation immediately. I do not want anything to do with this timeshare as I expressed to Pierre before. It is still early in the game, so I'm hoping we can both walk away from this with no problems or hard feelings. If you are freely willing to let me out of this situation, I will cut my lost and walk away. If not, I will have to move forward and find another way out. As for me and my husband Andre Branch, will no longer honor this betrayal you call a contract that was presented to us under lies and false pretense. Please get back to me and let me know how you would like to proceed.

Thanks Andre and Pauline - Have a blessed day!

PS - I can be reached at [protected].

We booked a specific type of cottage according to the website description and photos. I made 3 phone calls to make sure the accommodations were what was needed. The last call I made I was told that we could check in at 3 pm. When we arrived the lady at the front desk told me we could not check in. I explained that I called ahead and her reply was simply no one should have told me we could check in at 3. I was told that the room just needed to be inspected and I would get a text shortly. When 4 pm came and went I returned to the office and was told we could check in. When we got to the cottage it was not what we booked. It was not what was on the website and it was not really clean. I returned to the front office and showed the young man at the desk what was on the website and explained that I had called to make make sure I booked a cottage that would meet our needs. I was told they had a room but it would be an additional $480 for our 2 nights. At this point it was 5 pm and we had put our boat in a slip and we’re too far from anything else so we stayed. I was told that basic grilling tools were in the cottages but they were not. We called 3 times and waited more than 2 hours for a basic grill scrapper and thongs. We did not get get to fish that evening because it was so late after we were able to grill our dinner. Our cottage was not in the best of condition. In fact I took some pictures. When I checked out I explained our difficulties and showed the young lady the pictures of our cottage. For the rate we ended up having to pay the condition. Of our cottage was unacceptable. I was told to email what had happened and my pictures and someone would contact me. I emailed the information but no one has followed up. We live in Orlando and saw River Ranch on Fox 35. What we saw on TV was far from what we experienced. My main goal is hopefully keep another family from experiencing what we did. The whole experience is quite unfortunate. Being from Orlando we are close and it would have been nice to have a place fairly close to visit a couple times a year.

I am a long-time resident of Las Vegas, Single Mom with 2 teenagers, so whenever a new exhibit, show, or event comes to town I'm excited to go. I booked three tickets for the Imaginarium held in the parking lot of Westgate on Tuesday, June 22nd. We were told to be there at 7 pm. It was so bright out none of the lights were on yet. We walked around none of the advertised exhibits were there. There were broken-down displays, and at least 1/8 of the lights did not work. There were only portapotties. (NOT MENTIONED ON THE WEBSITE) It was dirty, disgusting, smelled bad and the tram going overhead made horrific noises. We left by 8:30. It was an absolute insult to anyone who went. My 15 n 17-year-Olds were so angry. I'm angry. For $66 THIS WAS AN OUT RIGHT SCAM. ALSO SHAME ON:

Kirsten W., Executive Team

Owner Relations Correspondence

Westgate Resorts

[protected]@wgresorts.com

WHO LIED TO THE BBB AND CLAIMED WE HAD REACHED AN AMICABLE AGREEMENT. SHE NOR ANYONE FROM THIS COMPANY HAVE REACHED OUT TO ME PERIOD.

I stayed on 04/14/23 to 04/16/23 and paid $100 for deposit as a hotel policy. They charged to my credit card and said they will refund when we check out. But i never received my refund. I tried to call them many times and they always told me to wait. I guess this hotel is trying to rip off everyone by giving us a good price and then charge us for the deposit . Please check a look and do investigation about this hotel.