My reservation for my stay at Orlando's Westgate was made through the Vacation Traveler's Club for Saturday, September 2 - Saturday, September 9. We received this booking because we were not ready to purchase a time share from Westgate and wanted additional time and experiences before making such a big decision. Through the booking process my husband spoke to numerous people about the check in time as well as any further responsibilities required of us, such as another presentation, a sales pitch, etc. We were told every time check in is at 4:00 pm Eastern Standard Time and there are no further requirements.

I live in TN and I planned my morning and drive time around check in. I woke up Saturday morning at 3:00 to leave my home at 4:00 am. This would put my family in Orlando around 1:00 to enjoy lunch together at Tijuana Flats, pick up the groceries we'd need for our stay and check in.

We arrived at Westgate at 3:30. A little early; however, many people were already checking in with us. A young man helped my husband (We didn't get his name). He was kind and explained that our room is not ready yet but it is before 4:00. We'll let the staff know you're here, and you'll get a text when your room is ready. At that time you can pick up your keys from our concierge desk. He did say the room should be ready by 4:00 as that is check in and if we would like any updates to come see him directly. (Wish I got his name - wonderful customer service).

We hadn't received a text message by 4:00 so we returned. The line to check in was even longer, and we didn't want to wait in that line or cut ahead of another family. We approached Guest Services where we were told we can't help you, we only schedule tours here. I thought that was extremely odd as directly across the lobby there's a desk/area for tours. Maybe Westgate should correct their signs or help their employees know what they do. Nonetheless, she told us to go stand behind the family he was currently helping.

The same gentleman wasn't able to help us, but a lady by the name of Genesis did. She pulled up our reservation and said housekeeping is done but the room needs to be inspected now. It should be done within the hour. Do you not trust your housekeeping staff or why are we inspecting the room? She apologized and sent us on our way. I found that to be extremely poor customer service but let it go.
With groceries in the car (in Orlando in 90 degree heat, my child, and my sister - which if you're wondering after this experience she won't purchase a time share either) we decided it was best to drive around. It's either waste gas or waste food. We drove around Westgate property for an hour. Found our building. Found numerous staff members standing outside of the building every time we drove by.
5:00 rolls around and we haven't heard an update. I am furious. I feel like I've been getting the run around and lies for the last hour and a half and I'm done. My husband and I walked into the lobby and were immediately asked what we needed. My husband responded, we're still waiting on our room, we really need to know what's goin on and when we'll be able to get into it. She directs us to a young lady at the concierge desk. I don't remember her name but she is from Puerto Rico. She was struggling to find our reservation and asked another woman to come help her. Unfortunately, I don't remember her name either but she's from Colombia. The woman from Colombia was able to find our reservation and said "yea your room is not ready yet" Callous, cold, unprofessional...I said okay. What time is your check in? She first ignored the question and spoke to my husband. I asked again. She then looked at me and said 4:00. I agreed, yes the website says 4:00 and what time is it now? Again, she ignored the question and spoke to my husband. I asked again. She simply looked at me. No response. I told her what time it was. It was shortly after 5:00 (exactly what time I do not remember now). I proceeded to explain the situation we were in and my frustration. This employee from Colombia continued to interrupt me and speak over me. I asked her to not interrupt me. She continued. I slammed my hand down, open palm, on the counter and said do not interrupt me! At that she walked away! HORRIBLE CUSTOMER SERVICE! Not only did she leave a co-worker who needed her help she walked away from a customer. Had she stopped talking for one minute and listened to me, I would have asked for a manager. She didn't even come back with a manager or anything! She completely walked away. No resolution. No communication. Nothing. Terrible. I cannot believe Westgate allows their employees to treat people that way. The young lady from Puerto Rico listened, showed empathy, did not interrupt, had a caring tone, and pointed me in the direction of a manager. She took the time to listen! That's all the woman from Colombia needed to do.

Jeffery was the manager we spoke to. I realized when speaking to Jeffrey that Genesis, the lady from earlier, is also a supervisor. Genesis leaned over and asked their room still isn't ready?! Jeffrey looked at her and asked in return, why wasn't this room given to them? I'm sorry, what!? Genesis, a supervisor, could have done what Jeffrey just did for me AN HOUR AGO! I said all of that to say worst check in experience ever and ultimately it was because of the woman from Colombia and Genesis why I will not be purchasing a time share. I understand I shouldn't have responded the way I did, and I own that; however the nonsense from Genesis and then the unprofessionalism from the concierge desk is unacceptable from an employee representing a business - and Westgate allows it! This experience was shared with Westgate while we were there. All they did was lower the price of a timeshare to try to get me to buy. Pathetic. They don't care how you're treated.

Moving forward with that, on Sunday my husband received a call confirming our appointment for Tuesday. The appointment we were assured wouldn't happen. My husband explained Tuesday will not work and we're pretty upset, we won't be purchasing. At that time he was told we just need to come in, share our experience, sign some paperwork declining, and the paperwork has to be notarized. The appointment was moved to Monday at noon with Gamma. That was all lies, too. We did have to sit through an hour long sales pitch, after explaining multiple times we are not interested. Gamma pulled in a second person to try to sell to us. It didn't work. She didn't ask about our experience at all. We had to remind her we've had an awful experience with Westgate already. If you're told I've had a terrible experience already (in one day) that should be the first thing you ask about. Not showing me all your properties and benefits. Again, not actively listening to your customer. I see where the front line customer service representatives get it if the upper management can't figure it out. To top it off, Gamma insulted my husband! He is a writer, and one of the top writers and sought after writers in his topic and what he does. She had the audacity to ask how it is living with him because writers are kind of psychotic and coo coo. Are you kidding me?! This isn't Secret Window with Johnny Depp its real life and my husband! Furthermore, the gentleman she brought over said Westgate doesn't partner with the Vacation Traveler's Club anymore.but wait, there's more! The third person that came to my table (yes they are that pushy and really don't listen) offered me another week through the Vacation Traveler's Club! Comical. Listen fellas, if you're going to be dishonest, at least collaborate better. By the way, when that entire charade was done, the only document signed was one stating we took a tour. Nothing was signed saying we declined and nothing was notarized. Sketchy? Lies? I think so.

So now, to the room. We stayed in room 5551-A in the 5500 building. A two bedroom condo with a view of Disney. First thing we noticed was the air conditioning unit and the hot water. Every time the unit came on there was a loud pop or thud kind of noise. It was difficult to ignore and if you're a light sleeper...well you can only imagine. I'm guessing the hot water heater is tankless as it took 10 - 15 minutes to get any hot water. I was shocked to not have a smart TV in an updated room. And the guide situation was a mess. Along with that, the coffee maker. In an updated room I would expect to find a newer coffee maker. Not one that makes the fire alarm go off! Yes this old janky coffee maker set off the fire alarm. That was the only thing in use at the time it went off and I stopped using it after that. The dishwasher filter was absolutely disgusting. I thought the rooms had to be cleaned and inspected? This filter hadn't been cleaned in months. There was a white slimy film on it, food and hair stuck in it. Mold growing. And yes all of that spraying on your dishes. Yummy! I cleaned it. If you can look passed all of that, yes the room was nice. The large whirlpool tub was wonderful.

The amenities are okay. Multiple pools. It'd be nice if the water park stayed open later. It's nice to have the variety of restaurants; however, don't advertise room service and delivery because that isn't true. Also, the restaurants may want to update their menus. We tried to order pizza and couldn't call to order it, we had to go down there. What we wanted (based on their menu online) was no longer available, their menu changed. They had printed menus but nothing updated online. It's easier to update online than print all those. The grills were great but a little sketchy. The knobs were so loose and falling off you couldn't tell if the grill was actually on or not. Not safe, especially for a gas grill.

I hate to reach out in this way but no one at Westgate took our experience seriously or showed any care at all. All they did was nonchalantly apologize and tried to sell us at a lower price. That's terrible service. Even at hotels they reimburse some of your stay, offer you a free meal to the restaurant on-site, offer free tickets to area attractions. Something to take ownership of the poor experience and try to keep you as a customer. Westgate only cares about sales. That's all. This was supposed to be their attempt to show me what it's like to be an owner... I understand now why so many people are selling.

I understand Westgate has tried to contact me; however, they are not calling the number provided and they are not calling during the time frames given. They are not calling to try to have a conversation to find a resolution, they are calling to simply say "Well, we tried to contact you to resolve this" Will Westgate do anything about this experience or just say another apology and use this for training?