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“Poor Service and Credit Card Issues”

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Westgate Palace Resort
Ranked #182 of 338 Hotels in Orlando
Cornwall, Canada
Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Poor Service and Credit Card Issues”
Reviewed 5 June 2014

I stayed her March 9th-15th, The place was disorganized from minute we walked in took us over an hour to check in, Computers were down was the reason we were told.You have to pay upfront for your stay so if you dont like the place good luck getting your money back. Both our showers had mould in them and doors didnt close correctly, each time you took a shower their was a flood on the floor. Place looks nice in pictures but it needs an update. They charge for room cleaning ($15.00-20.00) and for internet(9.95 per day) They did have a Starbucks in the lobby and pool was nice, the location is right off the I-drive,

But now the part that should concern you. They had my credit card on file from my stay. Apparently they said i didnt pay for all my nights that i stayed, so they charged my credit card an extra nights room charge on May 20, 2 months after i stayed at the resort. I called and spoke to 4 people and received same asnwers of not really knowing why, Then I was told they made a mistake at check in for the amount owed. I have asked on 2 occassion to have a manager from the Hotel call me back to discuss,its been almost 2 weeks still no call back.
My Bank tells me because i provided them with CC number it is in hotel policies they can charge your card for up to 4 months after your stay.

Room Tip: Go to another hotel
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  • Stayed March 2014, travelled with family
    • Value
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Helpful?
1 Thank psaucierwork
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestgateGuestRels, Guest Relations Manager at Westgate Palace Resort, responded to this review, 11 June 2014
Thank you for taking your time to review your stay at the Westgate Palace. We undoubtedly want to make sure that you feel as comfortable as home; we apologize it was not that way. We are happy to know,though, that you enjoyed our location, pool and the convenience of the Starbucks in the property. Because we are a timeshare type of resort, some of our services do not work the same way as a hotel, such as the housekeeping. The resort does put a hold on credit cards and it depends on the bank institution how long will it take to get it back; it is not an extra charge, though. We hope you were able to report all of the topics mentioned in the review to the resort management for better assistance. Micky
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Rating summary
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  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
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English first
Fayetteville, Georgia
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 3 June 2014

From the entry onto the property at the start of our stay until the check out at the end the Westgate surpassed all our expectations. great staff, great rooms and amenities, great Orlando location! Will book again when in this area.

  • Stayed May 2014, travelled with family
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Helpful?
1 Thank Eddy M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestgateGuestRels, Guest Relations Manager at Westgate Palace Resort, responded to this review, 11 June 2014
We are beyond thrilled to hear that you had such a great stay with us at the Westgate Palace. We aim to make every owner and guest feel at the same comfort of their home, so we are glad we accomplish that. That is why we offer a complete infrastructure so the entire family can enjoy. We are looking forward for your next visit! Micky
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St. Petersburg, Florida
1 review
common_n_hotel_reviews_1bd8 8 helpful votes
Reviewed 1 June 2014

I stayed here Memorial Day weekend.I woke up at 3 am to find bed bugs in our bed! I took pictures and tried to show the hotel manager, which he refused to look at saying he can't say if it's bed bugs or not. They have to send security up to the room to investigate it first and call an exterminator to confirm that its bedbugs Really?! I thought my pictures with time, date, and location on it would be confirmation enough. He then says he don't have the authority to refund my money. He hands me a card to their "corporate office" with no address or email address, but number to another call center. Then they had the nerve to call us to ask if we were coming to their timeshare sales pitch. What?!! This place was horrible. If you stay in Tower B room 1101B make sure you sleep with the light on. Be prepared to park else where since their parking lot isn't big enough for all the guest to park. The pool is small as well, so you will be uncomfortably close to strangers. And they charge by the hour for their activities. This place is a joke. You have been warned.

  • Stayed May 2014
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Helpful?
8 Thank willshay
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestgateGuestRels, Guest Relations Manager at Westgate Palace Resort, responded to this review, 12 June 2014
Thank you for taking your time and comment on the Westgate Palace. We apologize that you faced certain inconvenients during your stay as this is not our standard of service; we wish that everyone feels as part of our family. In order to investigate the bugs issue, it takes more than pictures to understand the real problem; we hope that management placed you in a different room to resolve this situation. Our timeshare presentation is optional and flexible. In regards to the pool, we have always heard positive comments on it, for that we are sorry you did not feel the same way. We would love if you allowed us to exceed your expectations on your next vacation experience! Micky
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Level 1 Contributor
4 reviews
common_n_hotel_reviews_1bd8 1 helpful vote
Reviewed 30 May 2014

We stayed for Memorial Day weekend and I was blown away. Not only was the property beautiful but they had so many activities on site that I didn't even have to leave to have fun. We had the villa room which is perfect for a party of 5. In our case we had two couples so one couple to each room was perfect. Well stocked kitchen w/appliances so we didn't have to eat out. We just bought a bunch of food and pigged out in the room lol Surprisingly, they had every kitchen utensil you can think of. The washer/dryer inside the room was a plus as well. I will try to stay here again since we're always in Orlando. Not too far from the parks either. The staff was also nice & helpful! Great experience overall.

  • Stayed May 2014, travelled with friends
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Helpful?
Thank Claryvette G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestgateGuestRels, Guest Relations Manager at Westgate Palace Resort, responded to this review, 3 June 2014
We are so excited to hear you spent quality time with us at the Westgate Palace. We provide each a every guest with a unique vacation experience by offering different options of units, a complete infrastructure and so many activities for the entire family to choose from. Besides that, our strategic proximity to theme parks and outlets will certainly give you no doubts about choosing us as your number one vacation location in Orlando. We are waiting for your return! Mika
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Miami, Florida
1 review
Reviewed 30 May 2014

We had been WG owners since the year 2005. The resort was almost empty because the pool was closed. Our goal was to rest and relax, so, we decided to stay at the Palace. The two room suite was in an excellent condition, the resort premises as well. The staff was friendly and well trained.

The resort location is superb. The only downsize was our "owner presentation update". At first the "rep" was friendly and informative. He became upset when we decided against "upgrading" our unit; where are the promised gifts? Anyway, the other admin staff was very professional.

Timeshare ownership has its advantages. You need to understand the "system" and obtain the best of it. Remember, timeshare is not a real estate investment; be aware of cheap sales men. Anyway, there are in every industry and corner.

Room Tip: Room 904B. Nice lake, "Wet & Wild" and night "fireworks" view. Mattresses ar...
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  • Stayed May 2014, travelled with family
    • Value
    • Location
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Helpful?
Thank SPerez61
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestgateGuestRels, Guest Relations Manager at Westgate Palace Resort, responded to this review, 3 June 2014
We are honored to have you as part of the Westaget family for such a long time. Your feedback is realy valuable since it provides us with the necessary tools to improve as needed. We apologize on behalf of the sales department as this is not our standard of service. We look forward to your future family visits! Mika
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Woodmere, New York
Level 3 Contributor
20 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 7 helpful votes
Reviewed 28 May 2014

The hotel is a true value. Great for a facility as it can sleep 6. Also good if you need to share a room with a colleague for business travel since both bedrooms and bathrooms are private.

Every room is a 2BR suite. 1 BR has a King bed with a Jacuzzi and bathroom with stall shower. the 2nd BR has 2 twins with a Large shower and double sink.
The middle of suite is equipped with a full kitchen and a spacious living-room area with a pull-out couch.
I prefer the view of the lagoon at the rear of the hotel as the view is nicer.
Some of the rooms are more outdated than others.
The pool is nice, clean and open late.
My only criticisms are that WiFi isn't always consistent and that the cleaning crew sometimes needs to be coaxed into doing a more thorough job.

Room Tip: Ask for a room with updates furnishings as some are a bit dated. I prefer the back side of the hote...
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  • Stayed January 2014, travelled on business
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Helpful?
Thank stewg
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestgateGuestRels, Guest Relations Manager at Westgate Palace Resort, responded to this review, 9 June 2014
Thank you for sharing your vacation experience with us. We are excited that you enjoyed our fully equipped rooms, as well as our pool late hours. Also, the exceptional lake view is surely a breath taking. Because our property is a timeshare one, the cleaning service works a little different than a regular hotel. Our team waits for your next visit! Micky
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Hamilton, Bermuda
1 review
Reviewed 27 May 2014

Good location. Clean hotel, friendly staff. Good place to stay for families. Games room and other fun activities for kids. Spa for adults. Perfect location to wet n wild and universal and fun spot. Free parking and free wifi!

Room Tip: Ask for view of wet n wild
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  • Stayed May 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Re S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
WestgateGuestRels, Guest Relations Manager at Westgate Palace Resort, responded to this review, 9 June 2014
We are honored you chose to stay with us at the Westagate Palace. It is awesome to know that our staff was at your service and that the game room and spa were at great use for you and your family. Besides that, our location, complete units and the convenient parking make this location an excelent choice for your vacation. We can't wait to see you again! Mika
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Westgate Palace Resort

Property: Westgate Palace Resort
Address: 6145 Carrier Dr, Orlando, FL 32819-8254
Region: United States > Florida > Central Florida > Orlando
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Children Activities (Kid / Family Friendly) Kitchenette Pets Allowed ( Dog / Pet Friendly ) Restaurant Shuttle Bus service Suites Swimming Pool Wheelchair access
Hotel Style:
#40 Top resorts Hotel in Orlando
#49 Luxury Hotel in Orlando
#126 Business Hotel in Orlando
#165 Family Hotel in Orlando
Price Range (Based on Average Rates): ££
Hotel Class:4 star — Westgate Palace Resort 4*
Number of rooms: 408
Official Description (provided by the hotel):
A Stylish, Two-Towers Vacation Resort in the Heart of Orlando Westgate Palace Resort is an amazing two-tower, lakeside Orlando, Florida, hotel that lies just off world-famous International Drive and within walking distance of Wet 'n Wild(R) Water Park and more than 200 specialty shops and family-friendly restaurants. Guests enjoy spacious accommodations that feature all the comforts of a fully furnished home and a multitude of onsite amenities, including a heated outdoor pool, hot tub, Pool Bar and much more. ... more   less 
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Also Known As:
Westgate Palace Hotel Orlando
Westgate Palace Orlando
Westgate Palace Resort Orlando, Florida

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