I stayed at Westgate Town Center in Kissimmee FL in Mid-July 2021. I apologize for the belated review, just could not get to writing this review where my experience was negative with the timeshare room, management, & staff were completely indifferent to their guests. First, I was debating whether to take my family to Daytona Beach or stay the entire week at Westgate. I called Westgate prior to my reservation & wanted to visit the property. Anyway, I called the front desk, called again, and spoke to Manager and either got placed on hold indefinite, hung up on during a conversation and did finally talk to a Manger, would not give me permission to come on to the property to see the timeshare and was completely indifferent about the negative reviews online or me wanting to see the property. The day of the check-in pre-registered to facilitate check-in and the room was supposed to be ready at 3PM. When my family got to the hotel about 330PM on the weekend there was no rooms available, and the front desk could not give me an estimate when the room would be available it was stated could be 8-9PM before my room was ready. There were plenty of guests in the same situation, I heard many guests ask for the manager not a good sign. I heard one agent state there was no manager on duty. Hard to believe with many agents working the counter where the hotel was fully booked and not one manger was on duty to address guest concerns. No upgrade or compensation offered for the inconvenience and our vacation being impacted. We finally got into our room at 545PM the room was nice enough and did not see a cleanliness issue. Therefore, cancelled the Daytona reservation. The reservation was for 4 + people, that included our 2 kids. Well, I noticed at 630PM there was no linens for the pull-out sofa. Prior to going out for dinner asked the staff taking care of the rooms for linens said do not understand only Spanish. Stopped by the concierge to ask for Linens and blanket to be dropped off at our front door. Of course, when we returned from dinner at 915PM there was no linens/beddings. I called concierge every 30-45 minutes and got reassurance that the linens and bedding was on its way. Finally, about 1230AM it was delivered everyone was exhausted and upset not the relaxing vacation that I anticipated. Also, the safe was locked when we arrived, and this was never resolved. The Television did not work, and the terrace door would not lock. Therefore, so much for having the room ready to go for an incoming guest. During the week asked the maid service for extra towels and again did not understand. This time used google translate APP in English to Spanish and again no assistance was provided. At the time of check-in Westgate agent there was a $50.00 security deposit on the room the room was charged the $50.00 contrary to what the agent told me when I checked in. The water park for the kids it turned out you had to pay for each day admission including adults. At the local pool met a guest who used the water park found out the main pool at the waterpark was not working the water park personnel never disclosed this yet was charging full price to go into the park. We decided not worth the price was not inclined to give this property any additional business. All the activities primarily were fee based as well. In closing the customer service was so poor it would have been more cost effective and time saving to buy what I needed at the local Walmart or to drive back home as I am 40 minutes away from this property rather than waste hours on the phone with no customer service or satisfaction. Anyone who spends dollars or buys a timeshare with the intent of using this property would surely have buyer’s remorse soon after dealing with this hotel staff and management. The staff does not care about the guest and could not get any customer service for the entire week.
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