Westgate Leisure Resort — Hotel in Dr. Phillips

This has been our first time in Florida and I have to say it was an interesting experience. It has its pros and cons! Well, let's start with the pros... First, I would like to say the resort and staff were great... and very friendly! The room was very beautiful and clean. The heated pool & jacuzzi was refreshing and my children loved it. We pretty much did everything that made this a wonderful family getaway.😊👍.. Now, for the cons! Sad to say... I encourage you to never order room service from the ORDER INN! That was a complete disaster. So, we order room service from the ORDER INN, but our totaled order that she quoted us did not match their shown menu prices. My husband asked about why the order didn't match, but she did not have any answers to explain why the order totaled to over $143 instead of over $90, which was calculated. She just kept saying the receipt will be emailed... which it was never emailed! So, since my husband was not happy with the total, the lady offered to cancel our order and my husband agreed to cancel our order. However, thinking our order had been cancelled, as agreed by their staff member, we got a phone call, later, from a delivery guy saying that he was delivering our order. They still processed the order!....Huh!... now we're confused! The delivery guy acted like he was not even aware the order was cancelled. He even quoted my order a different price than what I was originally quoted over the phone. My husband quickly called the restaurant again, and they said once the order was called in, they could not cancel the order! You mean to tell me that as soon as you call there's no turning back??.... Absolutely NOT! I could understand if we waited to cancel after time had passed but we cancelled right away, before they could even make the order... And I mean like a minute later! After arguing with the restaurant attendant, and the manager from the resort, we still did not get this issue resolved. They still charged our credit card for food we DID NOT receive! This is theft! The hotel manager, Miguel, from the resort said he would get back to us once the restaurant manager contacted him but I guess we're not important customers enough to resolve this problem because we still have not received a call from any management. This treatment ruined our experience and we ended up cancelling our day trip to the Westgate Excursion, and checked out early to go home! This is not how you treat people and right now it's all hands on deck! I don't like thieves and we made our credit card aware of this nonsense! I would definitely come back to this resort for vacation but I will never... ever... order for room...

Went to check out resort for a tour and discounted park tickets. Typical deal. Salesman bragged about his children in France, was sugary-sweet for most of the spiel and then turns rabid-dog mean at the end and whines about not being able to support said children in France because we won't buy his overpriced package. No issues with that; we've dealt with that before.

The big problem came when we went to redeem our signed voucher for our discount tickets. The whole resort's internet went down just when we got in line. The lady in charge (Carmen/Carmella?) went into total witch-mode. She was telling people to come back tomorrow. That was not going to work for our group (as well as others). She was extremely rude to me in line despite my calm and polite demeanor. When I got up to the counter she eventually offered me the difference of the discount tickets in cash... or so I thought. She shorted me around $80. I confronted her about it and showed her my original documents stating what I was entitled to as agreed upon before the tour and she called the Orange County Sheriff's Dept. Keep in mind I never raised my voice or was threatening at all to her or anyone else. The deputy arrived and I explained to him what was going on. He just nodded and stood there to supervise or whatever. He was very professional and respectful.

After more time and words, I made phone calls to the right bosses (after being told by Miss Witch that she has no boss) and like magic she apologized and gave me a better discount than originally agreed upon before she got involved. I would have been happy to get what I agreed to but after spending over 7 hours at the resort for something that would have taken 2, I was satisfied with what I ended up with at the end.

To give a visual and aureal picture of this crazy lady, imagine an older, angry, power-crazed Sofía Vergara with no manners whatsoever.

TLDR: Typical timeshare pitch; crazy ticket witch; cops called; bosses called; $25...

Hello,

I reserved a 2 bedroom at you resort for April 2-5. I called your call center today around 2pm and spoke with Zack, whom was very rude and enjoyed debating with me. His disposition was awful, his demeanor was intolerable and he hang up the phone on me! I was so appalled I called the resort directly and spoke with Tiffany. Several times I was sent to the call center as I requested to speak with a manager to file a complaint. I was even hung up on by Veronica. I had also been transferred to Melissa and Ionna. After speaking to with Tiffany at the resort several times and being hung up on somehow I was connected to Zack for a second time. I was so upset and exhausted. By this time it was almost 3pm and Tiffany assured me that the call center manager would call me back in one hour they were trying to obtain Zacks calls to investigate. I called the resort back and spoke with Andy only to find out that the general manager had been at the resort all day by the name of Benjamin Luke. I was livid to find out that manager was there all day and the employees gave me the runaround. Ionna was nice enough to give me an address to send my complaint but at this point I’m unsure if this information is true after what I have been through with your establishment. Who is in control? It seems to me the call center is very comfortable being so disrespectful and treating customers so very horrible. I’m still in disbelief, that your employees can be so rude and not helpful. Where is the compassion for customer service? I wasn’t a difficult customer I was asking a question about my stay and the billing. I should not have to go through this degree to get service! But it’s 6:00pm eastern time and the call in a hour never happen for me. Sent...