When we arrived we walked into a very large and noisy lobby to check in. We were instructed to move from one station to another before we finally were directed to our room. The second station was where we can obtain information about the activities card and tickets for the parks. Well, that ended up being where they sign you up for the timeshare tour. We told them that we are not interested in another timeshare as we do not get to use this one very often. So they signed us up for another presentation which “was not a timeshare” and it was only going to be “90 minutes”. It ended up being a 2 ½ hour power point presentation. We were glad that we did not subject the rest of our family to this nightmare. When we arrived the next day to the presentation, they took us into a room with a bunch of tables. The man (who was not very well dressed and had stains on his clothing) asked us a bunch of questions but would not answer any of our questions until we saw a slide show. While he assured us that this was not a timeshare presentation, we quickly found out it was very close to one. When we told the salesman we were not interested in this product they quickly came down in price and called another salesman over to give us the “employee rate”. However this seems attractive, the rates do not include airfare which is needed to travel to anywhere we would like to go and there is a fee to use the travel program every year you use it.
Just as everyone mentions, it was like stepping back into the 1980’s. The furniture was not clean. There were smudge marks from prior spills on the coffee tables and night stands. All of the bedrooms uncomfortable mattresses that were on a wood frame with no box springs. We had a three bedroom suite which consisted of two adjoining rooms that were connected by a foyer. Room “A” had two bedrooms and room “B” had one bedroom. When the bellhop assisted us to our rooms I mentioned that there was a large square hole cut in the screen on the patio. He told me that he would mention this to the front desk. No one ever came up to fix it the entire week we were there.
The first night of our stay, there were people playing around in the pool area at 3 am. This woke us all up. We heard some other guest asking them to be quieter, but then the ignorant people in the pool just got louder. There is no security minding the pools at night. Later in the week when this occurred again, my fiancée mentioned this to the front desk. Only to have her shrug her shoulders at us and tell us that there is nothing that they can do and the pool hours are from 8 am to 10 pm. My fiancée and I asked if security drives around to check on the pool areas and we did not get a straight answer from her. It is evident that they do not lock the pools at night. We even went from pool to pool. There was only one faded sign inside the pool area that was obscured by foliage stating the times the pool was open. The pools were always over crowded. People were not using proper pool educate. A life guard would be very nice to have around especially in the larger pools. Thankfully there were other pools to go to but they were not vacuumed also they were heavily chlorinated.
When we woke the next morning, my nephew came out of the “B” side where he was sleeping for the week. He informed me that the rug was wet by the sliding glass door and two mushrooms were growing out of the night stand. I should have taken a picture of it but instead we were so excited to go to our first theme park, we neglected to do so. We called maintenance before we left. When we returned the mushrooms were gone and the rug was dried. However the room looked exactly as it had before. You can tell that this is an ongoing issue with this room by the look of the furniture and the wood trim which still had mold on it. So we assume that the problem was not fixed just as the screen in the other room was not fixed. No offers were made to change our room.
The rooms were so misleading on the Interval website and the literature in the reservation as well. Westgate does not supply room service as they noted in their brochure. We were told it was once every 4 days after calling the front desk to find out where they were. However, on the fourth day, when housekeeping came, they did not knock on the door. They just walked in. They did not resupply any items such as coffee, toiletries, and towels. They did provide us with 2 more trash bags for each room because we asked for them. In fact, before we found out that housekeeping only comes once every four days, we found out from another guest that we are to place our trash bags outside of our room for pick up.
We tried a couple of times to go on the swan boats throughout the week. The first time we waited in line with our activities card and were told that we could not board the boat after 7 pm when they were open until 8pm. The next time we waited for about 45 minutes. They went as far as placing the life vests on us. Then when he asked for the ticket, I handed him our “activity card” and was denied access to the swan boat. We were told at that point we needed to sign a waiver and go back through the line again. No one had informed us that we needed to sign any waivers before this. Nor were there any signs outside on the dock stating that a waiver is needed.
The staff rides on golf carts though out the facility. The golf carts are not for the guest’s to rent or use. Many of the staff members have a heavy foot. When going for a walk around the large lake we were almost run over by a security guard.
Lastly, the game room attendant was able to make change for large bills to load the game cards needed to operate the games. The machine that provides game cards cannot take anything higher than a twenty dollar bill.
This is the first time we stayed here at a Westgate facility. We are incredibly disappointed. We would never recommend this group of hotels to anyone.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Thank you for your review. We apologize for any inconvenience you experienced while staying with us. We are a timeshare resort and offer all of our guests the opportunity to participate in one of our timeshare presentations. Participation is voluntary and our sales team is there to assist you in any way they can. Regarding our suites, we are rolling out comprehensive renovations that we feel will enhance our guests' experience. We will share your comments with our team, as we are always looking for ways to improve. We look forward to having another chance to exceed your expectations.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.