VERY lax security and rude front desk manager
Posted Mar 4, 2016
The first room I was booked into did not close unless the deadbolt was engaged from the inside. When I called the office staff, I was moved to a very nice suite that had an interior door to the adjoining suite. On the second night, I was woken up with voices inside my room. The guests in the next room gained access to my room because there was not a deadbolt. I called security at the front desk who said they would send someone right away. After an hour, I called the front desk again. Security finally came to the room 2 hours after my initial phone call.
Neither security, nor engineering could repair the lock and I was forced to move rooms at 3am! When I spoke with the front desk in the morning, I was not given any apology, but rather, was told I would have one night refunded. Upon checkout, I found out the refund was not automatic and I would have to contact Expedia in order to start the process.
We were not able to visit the theme park the night after we had to move rooms since we did not get to sleep until 4:
45am and then had to spend another hour on the phone trying to get the one night refunded. (The resort charge was not refunded.)
Comment from Hotel Management
Jun 1, 2016 by Westgate customercare, Hotel Management
Thank you for being our guest and taking the time to post a review! We are disappointed to hear of the concerns with your room. We take them seriously and we will be addressing them with our team members for further evaluations. When booking with a third party all refunds would be processed by them since we bill them for your reservation at the time of check out. We appreciate that you brought these issues to our attention as we work diligently to resolve them. Thank you again for your feedback. We hope that you will give us another opportunity to exceed your expectations.