My boyfriend and I were meeting my parents in Phoenix to celebrate my birthday and as we had stayed at this resort when it first opened (10-11 years ago) and loved it we decided to stay again.

My boyfriend booked online via Westgate website about 6 months prior to flying out, everything seemed fine, confirmation was emailed etc. When we arrived at the resort my boyfriend was told that the booking had been cancelled, which we had received no notification of, we were told the payment was never taken which is why it was cancelled, due to no computer access at the hotel we couldn't check this. We received no apology from the woman on reception. Luckily I had a credit card with us so that we could book another room, otherwise we would have been stranded 5000 miles from home with no where to sleep for 3 nights.

We were given a room at the front of the hotel which was very loud from the road, as we are both somewhat light sleepers, it just wasn't acceptable, I went back to front desk and requested another room away from the road. The lady gave us a room at the back of the hotel overlooking the golf course, unfortunately this room had either not been used in a VERY long time or simply not cleaned. There were small black bugs in the bath, a dead cockroach on the bathroom floor and the blinds were clogged up with spider webs. At this point I had simply lost patience with the 'resort' and we went looking for another hotel nearby, of which we could not find one. We went back to reception and the lady who was there before wasn't there, instead a young guy called Matthew saw us and told us that 'now she isn't here I'll give you the room I wanted to give you', he was extremely apologetic and couldn't have been nicer.

The room we finally got was acceptable. It is obvious that the rooms have not been updated since the place opened and it is greatly needed. The studios are very small and cramped.

The service and rooms ruined what should have been a great birthday. I will never stay in this hotel again.

On a good point: thank you Matthew.

this resort was very nice located close to where we wanted to play golf staff was very friendly and helpful the pool and other equipment was in very good shape had a good number of BBQ to use around the resort it was also very peace no noise to worry about

Rented the 2 bed room which is really an apartment with a 1 bedroom attached. There is certainly plenty of room and the washer/dryer are great to keep the travelling baggage down. Although sold to me as 5* I would only rate this as 3. It is tired with plating worn off taps, cracks in bathtub and floor tiles and cracked paint. The apartment was clean though. Where they have re-painted there are splashes on the floor. They also still have the monster old TV's (not LCD) although there were 3 of them. Saying that if you can get this for a good price off season do it as you wil struggle to find accocomation as spacious as this. I would stay here again but only if it was cheap.

This was our second stay at Westgate within the last year. The rooms and grounds are beautiful. Lots of fun at the Kareokee Bar: Here's the one problem - The A/C units outside most units are the noisiest I've ever heard! If you should wake up in the middle of the night, the vibrating A/C units turning on and off, drive you nuts! This occurred both times, at different units..
I did note it on my survey to them (and I'm not a "complainer" - other guests also mentioned it).
I would stay there again and hope they serviced their a/c units - it seems like an easy fix - If they can quiet them down - I'd rate the place as a 10.