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Westgate Palace Customer Comments
Our team here at Mercantile Claims are always on hand to help you with any issues, concerns or questions you have regarding your timeshare contract. Below are some customer comments for this resort. If you have a more specific question please contact our team of experts and we will respond with an answer as soon as possible.
Where do I start?
This review is about Westgate company overall, beware if you’re planning any solid plans for your family.
I made reservation paid in full with exact time appointment for a tour of the property to see if we’re interested to purchase a timeshare.
I reserved 2 bedroom unit in Westgate Palace, when we showed up to check in I was told my reservation was cancelled and changed to Westgate Lakes to 1 bedroom unit. Without my knowledge. Just to make you realize how serious Westgate is about getting this discounted price for their rooms, I had to fill application just to be approved as a potential buyer, then had an interview with their representative with many questions and requirements. I was asked to book exact time to do the tour 2 months before my reservation. So, it was mind-blowing to me that they chance size of the unit and location of property without refunding me the price difference or rebooking the time for the tour.
Anyways, I spent 2.5 hours on the phone talking to the corporate booking agent, because the staff at the hotel said they can’t do anything. He managed to get us another unit because 7 people wouldn’t fit the 1 bedroom unit they got us. The only problem was is that it wasn’t available until next day.
Very frustrated and stressed out we took the only choice we were offered and headed out to Westgate Lakes. When we tried to check in, they told us that we can’t because I have a different last name than my husband and his ID’s address doesn’t match mine. With all the back and forth I had with Westgate at the beginning I can’t believe I was not informed correctly about what we needed to check in. This is happening during spring brake so getting a full refund after months of planning for my family was not an option.
There was no other property or hotel available that week that would fit our needs.
We had to pay extra $300 to be able keep the jacked up reservation they gave us, 2 units apart by many buildings, split family. I was never contacted by anyone from Westgate about any mistakes they made.
My family will never use their properties nor would I recommend anyone else. We live 2 hours away from Orlando and host family reunion yearly in Orlando. There is plenty of fish in this town to give my money to.
Scary night at the Westgate Palace
Only good thing about this hotel is it’s close location to universal studios but otherwise stay away …incompetent staff …
There were 10 police cars in front of reception when we arrived around 10 pm from the park .
We asked the security guard at the parking lot what was happening and he said there was a “venue “ and the police were there for the “venue “ we then saw police with flashlights looking in the back seats of every parked car …then about 11:30 a siren blowing fire rescue and more police with sirens blaring come to the reception area of the complex …my 12 yr old niece was terrified …I called the front desk and was told they had no idea what was happening …i asked for a supervisor and was told that the late shift did not have a manager or supervisor …I called back 5 minutes later and was told that it was a case of credit card fraud …seriously ???
All that commotion for credit card fraud ??
The next morning I asked at the front desk to speak to a manager and was told he was in a meeting , I left my phone number and 1 week later I’m still waiting for a call …we had a sleepless night and it ruined our entire next day since the kids were exhausted from not sleeping the night before …Never again ! Pay a little more and stay on the universal property
Money grabbers and not an ounce of decency
A couple of years ago we took out one of their ‘try before you buy’ timeshare deals, we took our week at the Westgate Palace from the 3rd till the 10th of September 2017 and all was OK until we had the news of what was happening with hurricane Irma.
We were due to travel to key west for our wedding on the Sunday but with the Florida keys evacuated we decided to book a few more nights here until Irma had passed up the west coast. We booked 2 extra nights on a separate reservation but was given the same room so we did not have to move. They charged $582 for 2 nights Sunday and Monday.
On the last night of our original week the Saturday Irma passed and the hotel took some damage with exterior cladding blown off and the front and rear canopy to the hotel blown off. We was told the hotel had 2 generators which would be sufficient if they lost power, but on the Saturday night we lost power and water and we were on the 18th floor. One of the generators failed so there was only power to one lift which kept overheating and had to be switched off for hours at a time to cool down. The power was only off in certain areas, across the lake on international drive most of the hotels had power and running water and were perfectly OK. On the Sunday we asked if we could have a refund for the 2 nights or a discount as we had paid $582 for 2 nights in a hotel with no power, water and stuck on the 18th floor most of the time with no lift working (surely this is a health and safety risk).
They said they could not refund us and would not give us a discount. We ended up moving to the Days Inn on international drive and just took what we needed over there, they charged us $159 for 2 nights in a basic standard 2 queen bedroom with POWER and WATER and all was OK there.
At this time we were had saved for almost 2 years for our dream wedding and holiday, we had our wedding cancelled in key west and the hotel closed so had to wait to get a refund, the refund Westgate should have given us if they had an ounce of decency in them would of been enough to get us through the rest of the week till our flights home. But they totally refused to give us any kind of refund for the 2 nights, we would of been better sleeping in our car in the car park as it at least had power. I thought Westgate was better than this, they are one of the biggest and most popular hotel groups in the USA and we had planned on taking the timeshare on full time until all this happened, now I am just disgusted in them.
Avoid this place if you can, all they seem to be good at is taking your cash and once they have it they don’t care what happens.
Horrible Customer Service
Do not go to this hotel unless you want your belongings stolen…
We stayed at this ‘hotel’ for one night. After getting to our room after a night out, we realized that an item from our room was stolen so we had to spend an hour or so to get security into our room to fill out a report and to do a lock audit. The security team advised that there was an engineer in our room when they were not supposed to be – no service was ordered-. After confirming someone was in our room we turned our stuff inside out to make sure nothing else was taken. We couldn’t even enjoy our stay with that over our head. When we went to check out we asked to speak to a manager to see what they were going to do about this incident. The ‘manager’ Brian Hipps needs to go back to training school and learn a thing or two about customer service because he was terrible at it. He wasn’t apologetic AT ALL!
Mr. Hipps advised he would call us once he speaks with the employee and that a thorough ‘investigation’ needs to be done. Once they called us back, they stated that the employee ADMITTED being in the room, but he was there by mistake and that they would refund us $20 dollars for our troubles. That amount doesn’t even cover half of what that item cost, and the fact that this ruined our trip means nothing to them. They do not care about their CUSTOMERS at all and the fact that the main complaints from this establishment is the inept customer service should be a red flag to all…
PEOPLE DO NOT STAY HERE, take you your hard earned money elsewhere. They are plenty of establishments around the area that would do a better job than Westgate Palace.
I stayed at the Westgate Palace from 7/1/2017 to 7/6/2017. No hot water and when I got home they refused to give me my 50.00 deposit back as stayed for extras.
They said that it was refunded and when I contacted my bank, I was told that they tried to charge me another fee instead of crediting my account.
I wouldn’t recommend anyone with sense to stay at the rip off Palace.
Relaxing until I met my roommates (Roaches)
This place is deceiving it looks nice and fancy on the outside, even the room is decent, but I saw roaches in the kitchen and bedrooms. I will never stay here AGAIN.
Too much money for such disgust.
I expect this from a low budget motel/hotel but not this place.
I bought this to the manager attention and he offered to clean my room. REALLY!!!!.
My advice to anyone reading this YES ROACHES DO LIVE IN WESTGATE PALACE, and if someone didn’t have roaches they were the lucky ones.
Not a 4 star hotel/resort
He was trying to deceive my wife and I by saying ” if you come to the free breakfast you can use all of our amenities for free”. I told him that the amenities were already included when we booked our stay.
He kept telling us that he wanted for us to attend the breakfast so Westgate could show their appreciation for our stay.
Finally, he must have figured out that we weren’t budging and gave us our key to this filthy “4-star hotel” We stayed on Tower B and when we got to our floor the hallway smelled like gym socks and football uniform after a 2 a day practice.
The carpet had stains and rips. There are four elevators but only two of them are open for the guest to use.
So you can imagine how long it takes to catch an elevator to your room.
After settling in my wife and I decided to go downstairs to check out the hotel.
After a couple minutes, we got approached by a younger man wanting to sell tickets to a dinner.
He definitely didn’t work there.
The first night we stayed at this place my wife and I started looking for actually 4 star hotel in the area. Our bed smelled like sweat and garlic.
Unfortunately, since it was 4th of July we couldn’t find another hotel with vacancy. If you are truly looking for a 4 star hotel stay from here.