Westgate Resorts review: checking-in process

February 25, 2020

To whom it may concern,

My reserved week was for feb. 16th - feb. 23rd at westgate resort villas in orlando, florida. I had phoned the resort to let them be aware that I had a late flight (9pm) with my family on the 16th and we would not be arriving until after 12am on the 17th. When we arrived at the resort and I checked in, they told me that they were short on 2 bedrooms and to have a seat because my room was not ready. Really? I was due to arrive on the 16th (check-in 4pm) and we didn't arrive until 1am, which the resort was well aware of, and you don't have a room ready for me?!?!?! After I got very upset, as my mom is 81 years old and was exhausted, they came out of the room and proceeded to tell me that they suddenly had a room. It was dark and late, and we all went to the room that was given to us... It was a room that was outside of the security gates. We get to the room, we unpack and we went to bed, only to wake up to construction/landscape workers in the back pool area, I jumped out of my sleep, open the back door and find that the pool behind our room is empty and under construction! Are you kidding me! I have been an owner now for almost 6 years, I am sure you are aware how much I pay for this time share! This was reserved almost 10 months in advance, and this is what you give me... This is what I have to look forward to... An empty pool and landscapers to wake us up! Needless to say, after losing my mind, they changed our room, so we all had to pack back up and move! The fact that they stuck us in this room is unacceptable! This was not the first time that I have arrived at the resort in orlando and my room was not ready. The last time I was there, I arrived at 5pm and again had to wait for my room to be ready. How is this possible when check-in is at 4pm. How inconsiderate is it to travel all day, only to arrive at your resort (that you pay good money for) and not have your room ready! As much as I love staying at westgate, I am once again disappointed with their service. So much so that I would never recommend anyone to buy or stay in westgate. The next time this happens, I plan on not continuing to keep my timeshare. As an owner, I am not satisfied with your service, especially at check-in!

Sincerely,
Danette esposito
Westgate owner #[protected]