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1.4 240 Reviews

Westgate Resorts Complaints Summary

26 Resolved
214 Unresolved
Our verdict: With Westgate Resorts's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Westgate Resorts reviews & complaints 240

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J
3:16 pm EDT

Westgate Resorts Westgate lake Resort & Spa in OrlandnFl

My is Janet Nolan I was there on July 18-25, 2021 I have 4 until, But
I only use 3 until I got there about 11:30am for a early checking I waited
2:30pm the hotel said 6035 B ready so we all stay in that until 8:30pm
the A & B until was released and they the shower was not completely
clean they have sand and hair in it. I call he manager Vanessa she said
someone was coming by to re clean we waited until 12:30am so my family
and I clean the shower, and unit A did not sheets for the sofa and only
2 pots cooks with 3 fork and 2 spoons. In unit A the air condition stop
work twice Just to let know I was so embarrassed my family will not
be call back to Westgate lake resort this is not how you treat a owner. There was is no excuse for poor service.
I need some credit back maintenance fee. I hope the next time I
vacation it would be better. #[protected]

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R
8:16 pm EST

Westgate Resorts Misleading information

I purchased a timeshare in 2018 and have not been able to use it in FL. Especially since the pandemic no relief was offered. I was advised that I could sell it with the help of the agents that presented to me or use as an investment both not true.
I wish to dissolve this debt immediately. I can be reached at [protected]. My name is Sonia Rivera...

Desired outcome: Dissolve the debt and ownership.

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2:36 pm EDT
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Westgate Resorts River Terrance gatlinburg tn

We booked our stay to do a time share, was staying at river terrace, in gatlinburg. Requested a king rm with balcony. On arrival day, we got a queen rm no balcony, and no private porch. We booked our stay with my brother and his wife, we both was interested in the time share. But our stay at river terrace was not pleasant, wrong room, our door lock quit working, had to be changed, no restaurant on premises. Rooms where dated. But clean. While at the timeshare, we was ask about our stay at river terrace, told them the issues and we was told that, they would take care of us, but nothing was done about any of our accommodations... Really thought that something could've been done.

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B
6:04 pm EDT

Westgate Resorts $149 vacation offer posted on facebook

Booking #936259
My name is Brenda Phipps
I booked the vacation per the above package. I booked with Vacation VIP. [protected]) spoke to Rodney. The ad appeared to make it affordable for me to take my three granddaughters to Disney World. I paid for the vacation and was told I would be receiving a call from Westgate Resorts confirming my 2 hour orientation.
I did not received a call from Westgate so I called them [protected] spoke to Salvatore, only to be told I was not age appropriate for the promotion.
The vacation was ruined, I had to go back and tell my grand daughters we would not be going to Disney World.
The money I paid for the vacation was refunded but the frustration of the whole ordeal was unforgettable, and to have to go back and tell my grand daughters we would not be staying in the beautiful Westgate Resort was unbelievable.

Desired outcome: I want to be compensated with a 5 day 4 night stay in one of the Westgate Resort Towers closes to Disney World.

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B
10:50 am EDT

Westgate Resorts Human resource

Every time I come to pick up something from Human Resources. She never in her office and when I ask nice to a security she said to call her down to the office still no one want to call HR and I am tired of driving around and looking for HR or a manger. I don't like be told what day to come and I told her when I will be there by her office. I told her I will there on Monday morning and I got her close to 10:00 am and I am still waiting and everything it take like 3 to 4 hours to get hold of hr. I am not happy at all.

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12:37 pm EDT

Westgate Resorts Timeshare pressure, no escape.

As a single gal, I purchased a timeshare being led to believe that as a Westgate Resorts owner, I could form a travel business (Jackie's Vacays), buying and selling additional weeks worldwide, for a fraction of the cost that the general public pays.

They call the program "WestGate Cruise & Travel" which although uses the name Westgate, is a completely separate entity.

It is purposely misleading that they use the same name for a corporation in Arizona that has nothing to do with Westgate Resorts.

When I stayed at a subpar resort, for their "$399 getaway vacation", the cost ended up $178 higher to due additional Resort and cleaning fees.

Upon questioning the Westgate Resorts sales team, their reply was that "we don't know nor regulate how Westgate Cruise & Travel operates".

That is a completely different perspective than they gave us during the 4 hour sales pitch.

I NEVER want to stay at a Westgate Resorts property. I feel lied to and duped.

I'm told it's a deed, which I can't transfer (although at this point I would not do that to another person anyway), until the $15k unit is paid off and even then they have the right to refuse the sale AFTER the paperwork is drawn up.

This policy is also beyond what anyone can imagine as fair.

These practices are so deceptive that I can't believe the United States government allows this.

Thousands of people like myself are in a financial hardship as a direct result of Westgate Resorts.

Hopefully someone can stop these evil people, before more lives are ruined.

Desired outcome: Return the $7k+ that we paid and release us from this nightmare ownership.

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11:58 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Westgate Resorts Timeshare concierge terribly rude and unprofessional

Myrtle Beach... our concierge (sianni hicks) was very degrading and rude during our required meeting that we didn't even know we had to attend. We absolutely cannot afford to buy anything right now. We explained several times that we unfortunately just cannot buy right now. She kept asking my kids why they haven't been to Disney world by now... and that we should be taking them there every year because they deserve it. I asked her to stop saying those things in front of my children. She kept it up. She kept telling them they deserve to go. We do all we can for our children.. I don't appreciate being judged and mocked by this illiterate and unprofessional employee. She was blatantly ignoring me and talking over me to my husband. After 2 hours I asked how much longer because it was our last day here. She said we had to stay til she released us or we would be charged an additional 2500.00 for the week we paid 950 for over 2 years ago. She humiliated me and treated me like dirt in front of my husband and kids.. I left in tears, and, regardless of how much we enjoy the resort itself, we will never stay at or consider anything with westgate resorts ever again. Id rather stay in a dirty hole in the wall motel than have to be mistreated, berated and bullied by another employee again. Worst vacation ever thanks to her.

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9:45 pm EDT

Westgate Resorts People

Very bad I stayed here for 1 week the next thing I know that it's 10:00 and there are these kids outside playing with a football and hitting the window screaming and I am trying to go to sleep to wake up at 5 tomorrow and I like the resort but the kids need to stay in the room before 10 because we work all day and screw it if the service people ain't helping then screw it

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2:40 pm EDT
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Westgate Resorts Westgate Smoky Mountain Resort

We were lied to and treated horrible by our concierge Sergey and timeshare staff member Artem.
We scheduled our timeshare meeting during our stay as required. The day of our meeting I texted Sergey at the time of our meeting and was informed it was going to be later. We were told we could reschedule for the next day, be provided 2 lunches and a breakfast and would be given $100. We decided instead of waiting for the next day we would go ahead and cancel our pictures and do the meeting since we had already sat there all morning waiting. We didn't want to waste another day. We went to the meeting and it was going great except for Atrem who was just rude an unprofessional the whole time. He got very rude and irritated with Sergey because he asked to speak privately with us. He did leave but was not happy about it. He came back and we went over more options until we were sold but my husband asked for privacy so we could discuss to be sure. That is when Artem got angry. He looked at my husband, stood up hands went on the table and rudely said it is either yes or no it's that simple, what is there to discuss!I was in disbelief and my husband spoke up and said well I guess it is a no then and walked out. After that my family left and walked back to our room upset and in disbelief. Sergey texted and apologized but ignored my question about my $100 (which he reassured us during the meeting we were getting). The next morning Sergey texted asking if we wanted breakfast (he was keeping up that part of the deal) we declined and asked again about our $100 especially since we were treated horrible the previous day it was the least he could do keeping up his end of the deal. He replied telling me no we would not be getting the money now. That was the last time we heard from him he ignored us the rest of the trip. This whole thing completely ruined our trip! Apparently this is a common thing with the timeshare department. When people say no or need time to talk they are treated horrible! There is no reason to treat people this way especially when we truly did consider getting a timeshare. I do not trust them at all now and they need to work with their staff on how to treat guests as this is HIGHLY UNACCEPTABLE!

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10:44 am EDT
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Westgate Resorts Bad customer service

I booked a package in February 2021 for may 2021. I got a what I though was a confirmation email. It had what the total price would be and a booking number. When I arrived at the resort they could not find my reservation. I showed them my email I received. I was jerked around for the next hour, waiting on a supervisor to "look into the situation". They said no mangers were available as they were all in a corporate meeting- at 2pm on a Saturday that was hard to believe. Finally they sent me to the welcome center as they had come to the conclusion that Westgate canceled my reservation without my knowledge. When I went to the welcome center I was anything but welcomed. The girl behind the desk was rude and nasty. It was then confirmed the westgate had the wrong phone number for myself and had evidently been trying to contact me to verify something with my reservation. When they could not get ahold of me by phone they decided to cancel my reservation. They never emailed me at all about the situation. The girl at the welcome center was very accusatory towards me and offered to help in no way. I had other family and friends meeting us at the resort, which was my idea. I loved the resort last year when I went and had no problems, and had told all my friends and family to stay. I was horrified when this situation was happening to us. I ended up having to re-book while sitting in the lobby of the hotel, and was having to spend over 3x what I was initially quoted! To say my husband and I were upset would be an understatement. After all that has happened and the lack of customer service to make the situation right was honestly shocking to me. My husband and I are both nurses and were so excited to finally get away for a trip with our families after the long hard hours over this pandemic. This was not a stress-less experience and unless something is made right I don't think I would ever stay or recommend this resort to anyone!

Desired outcome: refund

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N
12:37 pm EDT

Westgate Resorts We are being kicked every time we try to book.

We are having trouble with our timeshare in fl called west gate we have been owners for years and every time we want to book they tell us everything is book. Not true my brother book a place with them on Tuesday and we called wed the 26 of may the day after my brother. And after putting on hold for 2 hours they tell my wife there noting available that's wrong owners should come first before renters I sick of the run around if they can't do anything I want our money back can you help.

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10:03 pm EDT

Westgate Resorts call booking

We were on hold for over 2 hours then when some one pick up they hong up so again over 1 hour on hold again.We are owners there so is my brother .I think owners should be first.Something needs to be fix.

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5:01 am EDT

Westgate Resorts My stay at the last villa how dirty it was my credit for other people purchased never can get reservations anywhere else

To whom this may concern I Curtis and Theresa Ray have been an owner since 2012 I was not satisfied with my last stay at my home site I stayed there from 4/3/2021 to 4/10/2021 the toilets kept stopping up I had to keep calling mentainance to unstop the toilets there wasn't enough dishes or cook ware to accommodate my guest of ten people as it was when I bought my timeshare there were Cobb web dirt and dust hanging from the chandelier in the dinning area and air vents on the walls in the corners throughout the villa no mop just a broken stick laundry door coming off the track it smelled like gas coming from the laundry closet no garbage bags it was a horrible stay this is not what iam paying mentainance fee's for. Then security was called on me and my family for noise and smoking which was a lie, when at the time we wasn't at the room we met security on our way back from the water park and was told what was going on, I believe that was done because I was complaining about the villa I was staying in. This is unexceptable my timeshare is paid for in full and it's horrible I could never go anywhere else as promised when I bought the timeshare when ever I call to go anywhere else other then my home site it's a problem I want my week back for that horrible stay and you guys have to do better or I will be forced to sue you this is not what I paid for. Iam using my 2020 week this month and I don't want the same problems also I have been sending people there that have bought timeshare from you I never received any credit for that or anything I have been keeping a record of this and I also took pictures of the last villa I stayed at this isn't right 😩😞😭✌please respond to my complaints I a wait your response

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12:04 pm EDT

Westgate Resorts Service

Currently book a stay here at Westgate Resort at the Myrtle Beach location from April 2nd to April 4th 2021.
Check in was not organized, was advised that I would receive a 10 dollar credit towards breakfast, once I completed my payment online. Supervisor Jaquanna stated that I do not have. Than your remote controls in your room 1501 B does not work. NO wash clothes in rooms

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5:07 pm EST

Westgate Resorts Room stay

Hello I am trying to reach out and find someone that can help me with an issue I had staying at Westgate Resort in Park City, Utah, on the 13th of February.
My fiancé and I planned out our vacation to westgate resort Park City for valentines day. This was supposed to be an enjoyable and romantic getaway for the both of us, unfortunately it was a terrible experience due to a group of issues that occurred at this resort. Upon arrival at 4:00pm which was our check in time, the hotel employees were cleaning our room, therefore we had to wait in the hallway with our luggage for them to finish. We encountered rude staff at the hotel during our search looking for the marketplace, we asked an employee to help us find the marketplace and he led us outside and pointed us to the general direction, it was snowing and neither of us had coats on so we decided to come back in the hotel, the staff then tried to tell us we couldn't come back in the way we went out, even though we explained we have a room there and we were freezing cold. We had to go back in through a different entrance. The event really soured our moods. The biggest issue we had was when we went to sleep, there was a loud repetitive clicking noise in the room walls, we assumed was the heating duct. It was so loud and often that neither my fiance or I had more than 30 minutes of sleep that night, which was very frustrating to us because the next day we had very big plans that were ruined. We have video recordings of the noise on our cell phones as well. We paid more than $700.00 for one night, that was a horrible experience for us. Not to mention the next day when we told management about our issue they basically said we were lying and were beyond rude to us. I would like this issue resolved by a full refund for the room. It was such a disappointment because we had really high hopes that Westgate would be the perfect place for our romantic vacation.

My phone number is [protected]
My name is Danielle Norris
My reservation number was [protected]

Desired outcome: Full refund

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9:29 pm EST
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Westgate Resorts Westgate lake resort and spa

I visited this resort with my son a year ago. They were very misleading in there presentation. Also they had music going so it was difficult to hear perfectly. The presentation was rushed. They lied to me about the maintenance costs. They also did not inform me about the cancellation period. Also I was not shown all the paperwork I was signing. They seamed to pick and choose which I could see. A week after I signed the paperwork COVID-19 hit. I was laid off from my job for four months. I was having trouble paying the monthly payments. I called to cancel or do a quick deed but I was told not possible. I am over due on my payments now. They are difficult on the phone due to I can never hear them well or they are hard to understand. I'm a lost and frustrated single mom.

Desired outcome: Timeshare canceled

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2:54 pm EST

Westgate Resorts Timeshare

Westgate resorts needs to be investigated for unethical practices. We were scammed in 2011 and don't understand how it still continues a decade later. How are there thousands of complaints filed and several class actions representing 100s of owners yet it still continues? Westgate's modus operandi is to deny deny deny, they have nothing to lose

Desired outcome: Investigation

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5:21 pm EST
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Westgate Resorts Timeshare

We have spent a lot of money with this company, Westgate. The reps told me that to remove my ex-wife from my account I would have to purchase a new account. They told me I would have to combine both accounts into one and purchase a new account at an amount of nearly 30, 000 dollars. I have found out since then I could have removed my ex-wife from the account by simply removing her by contract since I was "awarded" the timeshare in the divorce. I was told by the company that my timeshare would be double that amount in value when that is also not true you can sell these timeshares for a dollar on eBay. I went to Florida in person to again talk to Westgate, this is when they told me they could not assist me in removing her even after I was making all of my payments they had no care to help me other than putting me into a whole new account to remove her. I had no choice but to geta new account this is when things got really screwed up they were supposed to merge my account into one I was told just to get this new account and they would take care of cancelling out the other account. This was not done correctly either so now I had two accounts that I could not afford and not any closer to removing my ex-wife from the first account. Westgate was supposed to make this into one account but all they cared about was making more money and no concern that I was struggling on making both payments on those accounts. This business does not treat their customers with respect the way they should if they would have done this right in the first place I would not have had to take care of three accounts. The only time this was fixed was when I came to Florida again for a third time, this time they sold of both of the other accounts and removed my ex from the account. This left me with a huge payment because I once again had to purchase this new account to straighten this all out and I had no interest in starting all over but I could not afford two accounts along with making the yearly property taxes on both. I should have never had to get 3 accounts just to make this go away and keep spending more money that I did not have. This started out at nearly 8000 dollars and now it is over 30000 dollars total I have put into these accounts. This is something I have had a lot of stress over for my family and a company like this should not be doing this to customers. Westgate has done nothing but lie to me about the steps on this. I should not be paying for Westgate employees sales people mistakes.

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3:30 pm EST

Westgate Resorts Wifi

I stayed with my family at the RV campground at Westgate River Ranch Resort from 11/21/20 to 11/24/20. When I learned that there was no WiFi at the campground, I went to the office and purchased the WiFi package. I was told by the representative who helped me that the WiFi would work at our specific campsite (she even asked for the campsite number and verified) as I explained to her the purpose was so I could stream movies for my children when we returned to our camper at night. When we arrived at the camper that evening, I was disappointed to find there was absolutely no signal at our camp site. I am sending this e-mail because when I just called the resort to request a refund, I was given a huge hassle and the representative asked me why I didn't say anything when I was camping. I don't feel I should have to explain why, but in all actuality, both of my dealings with the front office at the resort were terrible. There were several disgruntled clients in the lobby and the front desk representatives were extremely rude and confrontational. Both upon check in and when I went to purchase the WiFi package, I stood in line for an unreasonable amount of time. That is the reason I didn't go back to the office while I was there. I was enjoying a vacation with my family and didn't want to deal with the headache. I did however call the resort phone number while we were there, but it rang busy for the entire day I tried. I hope you will understand my reason and refund the $24.99 I payed for WiFi that did not work at our campground as promised. Please feel free to contact me should you have questions.
Thank You,
Carrie Ryan
[protected]@gmail.com
86.747.8848

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1:45 pm EST
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Westgate Resorts Timeshare

We have gone around and around with this Westgate timeshare situation since the Covid 19 crisis came up in March. I have been out of work since then and now am slowly getting back to work. I am not making the money I was, needless to say. We have had weekly conversations over the last few months where Westgate has demanded we pay up. We have told them we can't. We can't give them what we don't have. Money. They haven't wanted to work with us by putting the loan payments on hold or even forgiving them altogether. The last letter (October 12) was full of things that will happen if we don't make the loan payments current: charge off, deed recovery, foreclosure. The loan has been accelerated and now it is due in full. Nothing was in there sympathizing with us on what we have been through financially and emotionally as a family. Nothing relating to us and how we are struggling day to day in a city that is experiencing turmoil on several different levels. They have expressed no concern for us "valued owners." Well we used to be valued owners. We bought this timeshare in June 2018 in Las Vegas. From the get-go we found errors in what the salesmen told us we had and the reality of what it turned out to be. They pressured us relentlessly to buy this; they offered us deal after deal. They didn't listen when we told them no - they kept pushing us to say yes. We did eventually just so we could get out of that presentation. We have never gotten any good deals or trips with this timeshare. Still we kept up the payments. Until the Covid spring when we couldn't any more. Westgate has shown us what we mean to them: an income stream. We aren't on their radar as people with lives turned upside down. Heartless bunch.

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Westgate Resorts In-depth Review

Location and Accessibility: Westgate Resorts is conveniently located in various popular vacation destinations, making it easily accessible for travelers. Whether you're looking to explore the theme parks in Orlando or relax on the beautiful beaches of Myrtle Beach, Westgate Resorts offers prime locations that are close to major attractions and transportation hubs.

Accommodation Options: Westgate Resorts offers a wide range of accommodation options to suit every traveler's needs. From spacious villas and cozy cabins to luxurious suites, there is something for everyone. The accommodations are well-appointed and feature modern amenities, ensuring a comfortable and enjoyable stay.

Amenities and Facilities: Westgate Resorts boasts an impressive array of amenities and facilities that cater to both relaxation and entertainment. Guests can enjoy swimming pools, fitness centers, spa services, and even on-site restaurants and bars. The resorts also offer various recreational activities such as golf, tennis, and water sports, ensuring there is never a dull moment during your stay.

Customer Service: The customer service at Westgate Resorts is top-notch. The staff is friendly, attentive, and always willing to go the extra mile to ensure guests have a pleasant stay. Whether you need assistance with booking activities or have any special requests, the staff is readily available to assist you and make your experience memorable.

Pricing and Value for Money: While the pricing at Westgate Resorts may vary depending on the location and season, the overall value for money is excellent. The resorts offer competitive rates for their accommodations and amenities, providing guests with a high-quality experience at a reasonable price.

Dining Options: Westgate Resorts offers a variety of dining options to satisfy every palate. From casual eateries to fine dining restaurants, guests can indulge in a wide range of culinary delights. The menus feature a diverse selection of dishes, ensuring there is something for everyone to enjoy.

Activities and Entertainment: Westgate Resorts excels in providing a plethora of activities and entertainment options for guests of all ages. From live shows and concerts to kids' clubs and game rooms, there is never a shortage of things to do. Whether you're seeking adventure or relaxation, the resorts offer a well-rounded experience that caters to all interests.

Cleanliness and Maintenance: The cleanliness and maintenance at Westgate Resorts are commendable. The resorts are well-maintained and kept spotlessly clean. The housekeeping staff is efficient and ensures that the accommodations and common areas are always tidy and presentable.

Overall Experience: Overall, Westgate Resorts offers a fantastic vacation experience. With its prime locations, comfortable accommodations, excellent amenities, and attentive customer service, guests are guaranteed a memorable stay. Whether you're traveling with family, friends, or on a romantic getaway, Westgate Resorts provides everything you need for a truly enjoyable vacation.

Pros:

  • Convenient locations
  • Wide range of accommodation options
  • Impressive amenities and facilities
  • Excellent customer service
  • Good value for money
  • Diverse dining options
  • Abundance of activities and entertainment
  • High cleanliness and maintenance standards

Cons:

  • Pricing may vary depending on location and season
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Phone numbers

+1 (888) 852-2959 +1 (407) 355-2690 More phone numbers

Website

westgateresorts.com

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