Linda G.

I traded a beautiful timeshare unit in another city for one at this resort in Orlando. I had phoned in advance to request a unit with a lake view, and was told it would be noted on my booking. Although we weren't wanting to check in until evening, we made a special trip at noon to register, again asking for a nice view. They promised to try to accommodate us. We returned to pick up our keys around 8:00 p.m. In asking if it had a view, the woman ignored me. When I insisted on an answer, the woman mumbled "yes" with her head down. NO, it was on the ground floor, facing the tennis court. While the 2BR unit was spacious, it was very dated. The bathtub and shower were old and disappointing, and to reach toilet paper, one needed to be a contortionist. In dismay, we asked to be moved immediately, but we're told to check back the next day to see what had come available... and, by Monday, there'd be lots of folks checking out. NOW, for WIFI, there was a charge of $10/day or $40/week PER DEVICE!?! Sheesh, doesn't even the Motel 6 provide free access? In calling about a move on Sunday morning, there was "nothing available, but check back tomorrow, because 'for sure' there'd be lots of units come open with so many people checking out." You guessed it, still "nothing" on Monday. We did not believe it, with the huge complex it is, but in wanting to get settled, we gave up, as they no doubt hoped. In fairness, the unit was adequate, but nothing like the photos on line. We did appreciate the daily towel exchange, the TV was nice and parking was easy and convenient. The pools and hot tubs were fine. The Water Park looked great, but it would have been $20pp per day it was used, so we didn't bother with it. We won't return.

I've used booking.com a number of times before, with good results. I like that reservations may be changed or cancelled with the click of a house. I think their prices are relatively reasonable, as well.

However, I just got burned. In looking for winter accommodation in Florida, I reserved a few weeks at Grand Lake Resort and Lifetime of Vacations. I provided my credit card information, as usual, to hold the reservation which was "RISK FREE", "FREE CANCELLATION". Never in the past was I charged in advance, but imagine my surprise to find that $3,000 had been put through immediately, as a "deposit" on my booking!?! This is NOT what I'd intended for a booking 6 months away, so I cancelled it immediately. Although booking.com did help me get a refund, I'm now out of pocket $220 for absolutely nothing in return, You see, Canadian banks charge one U.S. exchange rate for charges made on credit cards, but one considerably less for refunds, resulting in a $220 penalty! The "Customer Service" representative at booking, com was very rude and abrupt, advising me that I should have checked the Terms and Conditions on my booking that state that the charge may go through at any time after the booking. In checking, yes, it did state that on the Confirmation Notice, but at no tine at the time of booking did it indicate that. So, with the confirmation notice coming after the booking, it would have been too late anyway when they charged my card immediately. They argue that it's a Banking issue, which I "get", but WHY such a huge "deposit" for a booking 6 months into the future, especially when it was still eligible for changes or cancelling? They wouldn't answer me as to what their policy is on that... the man hung up on me! As mentioned, I'd used them before and wasn't charged until I actually stayed at the hotel. Needless to say, I shan't use them again for anything other than a last minute booking.