Club Wyndham Bonnet Creek — Hotel in Kissimmee

This is a really good resort don't get me wrong but the sales team here absolutely hit a new low level. My family and I have stayed in over a dozen Wyndham resorts in various locations using our ownership. As many of the owners would know that every time you stay at the resort you get invited to an update presentation to discuss new things that the resort is doing and they try and up sell you at the same time. Well this time when we checked in, I was told by owner services that I need to attend one of these sessions as there's an important update with RCI which is switching over to Expedia and it will only take 45mins max. This was new development and my wife and I agreed to attend the session. I got charged a booking fee for this appointment which was ridiculous, I was told that the charge gets reversed when we show up for our appointment and it was just to confirm our appointment. I have never been charged to attend any owner information session so you can imagine my surprise. That was just a start and when we arrived at the update session, we were told the session would take 90mins minimum and there was no update planned with RCI. This was completely opposite to what we were told and given this was a paid appointment, we had to attend the full presentation to get our refund. Claudio was our host and we told him that we were told something different but he chose to continue with the scripted session anyway. I also told him that we needed to stick to time as one of our children wasn't feeing the best and we needed to attend to him, again zero consideration given. In the first 10mins I told him that I wasn't interested in upgrading my membership and I only wanted to hear about the changes to RCI. He had no idea about any changes to RCI, in fact he kept promoting it like it's the best option for us. I told him repeatedly that I am an existing owner and I am aware of the benefits of ownership however he and the sales team insisted to run the full presentation which took over 2hrs including a tour of the room to show us their setup. Ironically, this room was in the tower we were staying at and it would make sense to show the room to someone who isn't an owner or not staying in the resort not someone who is already staying at the resort in a similar smaller room. Then came the expert her name was Star and she had zero customer service skills and constantly spoke over us. She didn't listen or try and understand what we were asking. Both Star and Claudio found it really hard to believe that we were owners and that we were staying at the resort using our ownership. I even had to show them my booking confirmation and how many points I used to stay at the resorts. Its like they didn't understand that we were already owners or they simply didn't want to believe that. Star was rude and condescending, and for an expert she had no idea how our ownership worked. She clearly needs training on how to behave in a professional manner and at the very least do her background research before borderline accusing owners or suggesting that we couldn't afford some of the other perks so there was no point in discussion any detail. I don't know how we could have been more clear with them but our questions and concerns for the right information was completely ignored and nothing was tailored to our needs which was really surprising as usually Wyndham sales team does a great job of providing relevant information. In the end this was a horrible experience for me and my wife and a total waste of our time. We were lied to from the beginning and the level of misinformation and lack of preparedness from the sales team was mind boggling. As an owner I have never felt so embarrassed. We have also shared our experience with the owner services team for their awareness. We will continue our vacation here as planned but this experience has left us with a bad taste and we won't be staying here in the future. The sales team dropped the ball on...

Updating my review with the outcome - I received my refund($40 less than what they deducted) for points purchased 2 weeks after working with Zarah from owners resolution (6 weeks after mailing my letter). My $75 was not returned which I believe it should be seeing we were mislead into attending a 2hour tour that turned out to be an 5 hour sales pitch and wasted our day. Would I step foot on their property again? Definitely NO! It isn’t worth the harassment if you want a peaceful and stress free vacation. I hope they use the money they did not return to purchase some disinfectant for their smelly rooms. ………………………………………………………………………………….: While visiting seaworld for the first time I was approached by their rep who offered my family a 7 nights stay if we did a 2 hour tour of their resort for a fee of $75. Being frequent visitors to Orlando and its parks we agreed. We left for our cruise the following day and rushed off the ship upon return to get to the location for 11 am. We were told getting there by 10:45 will entitle us to a free gift which we never received. We spent over 5 hours ( this was their first lie and I would not have attended if I knew it was this long or a sales presentation ). We were tired, exhausted and despite saying repeatedly I was not interested they kept throwing different offers in my face because they realize my partner was leaning towards it. When I said I needed more time to review my finances their finance person even threatened me by saying my name will be entered in the system and if I don’t accept the offer I won’t be able to get the same deal again and will have to pay more. Every time I was told they understood I was not interested and was closing off a new rep came to sit at our table with a different story from happy uncle, to single mother, to cancer survivor. You name it, they had someone to appeal to every situation and operated like they knew everything about me. I felt like I was being held hostage and my 5 year old very well behaved daughter was tired and hungry but they kept dragging it on and on( she was treated to an ice cream). Totally disrespectful in all forms. In the end I realize the only way out was to purchase something so I got the points with all intentions to cancel within the 10 days as allowed by law. I was even told if I purchase the same offer will be kept on file for two years and I can convert it to timeshare. While I must say the outdoors of the resort was beautiful, I was not impressed by the outdated rooms and weird scent which explain why they are so desperate for people to purchase their timeshare. After one of the best vacation trips I went on, I left here feeling overwhelmed and completely stressed with all the pressure that was placed on me to buy something. They should update their tag line to ruining people vacation based on similar reviews. I am still stressed because I sent the cancellation by registered mail within a few days and almost 1 month later they didn’t receive it so I emailed a copy of both the letter and tracking info to an owner resolution rep. Upon following up, I am now being told it’s another 2-4 weeks for the team to review. I am ready to book my next vacation again (definitely not with them) and it feels like these ppl are just going to try something else to not refund me. I am pretty sure I won’t be using their certificate to avoid dealing with this crap again and I am the one at a loss here(my down payment, uber cost, registered mail, quality family time after being held for 5 hours )and they definitely placed a sour end to my vacation. Every time I see a Wyndham location now I feel absolutely disgusted. Thanks to Jason at owner resolution who encouraged me to write my public review. There are ways to diffuse a situation like this and a bit more empathy would go a long way but I guess they missed this part when training...

Large resort with many timeshares. We stayed in Tower 4 in a timeshare.

Features that I really enjoyed:

Lots of daily activities if you want to hang around on the property.

Multiple pools, lazy rivers, outdoor spaces and tables for larger groups, Starbucks on site, ability to purchase tickets, etc.

Ability to text or call concierge to get additional towels, bedding, answer questions, etc.

Clean and beautiful property located on Disney land, but not a Disney resort, so no shuttles. Quick and easy vehicle/Uber access to all Disney properties. Enjoyed Disney Springs, which doesn't require tickets and parking is free.

Features that I didn't enjoy:

Smoking areas are located right by the pool and lazy river, at least if you are in Tower 4 or Tower 5. I'm allergic to cigarette smoke and multiple times, we had to leave the pool/lazy river due to individuals smoking. Also, our balcony faced the lake (lovely views) and was no where near a smoking area and almost daily, we had to leave the balcony due to cigarette smoke. Whether individuals were illegal smoking on their balconies or in non-smoking areas, we are unsure, but it was unpleasant.

When we checked in, we were told by multiple staff that there was a swim up bar in one of the pools. I even asked if we could swim up and purchase a drink while in the pool and consume it and was told yes. We were also told that we could go to the roof of the nearby JW Marriott to see fireworks at 8 and 9 pm each day. When we went back a few days later to ask the staff where to find the swim up bar and how to see the fireworks from the Marriott roof, we were told by several staff that they had no idea what we were talking about and that neither of these were an option. A manager, who was middle aged and bald and named John, came up and was extremely rude to us. He told us there wasn't a swim up bar and never has been. When we told him we had been told by multiple staff at check in that this was on property, he laughed, behaved dismissive, uncaring and said that didn't exist. When discussing the fireworks on the roof of the Marriott that HIS staff told us about at checkin, he told us that would be great and after we figured it out we should tell him so he could share that info with his staff and customers. When we said he should be the one to call and that wasn't our job and we reminded him that we were paying customers of his staying for over a week, he again was dismissive and stopped interacting with us. We were not rude or unkind to him and had been very kind and jovial in the beginning of our interactions. I have never been treated so poorly by a manager to a customer. I asked other staff if there was anyone over John who was on site that I could discuss the interaction with and was told no.

I would have given a 5 star review, but due to the multiple issues with others smoking, the smoking area being right next to pools, which is ridiculous, and Johns treatment of us (he deserves 1 star for his behavior), I am leaving a 4 star review.

If you know me or my many Google reviews, you know that the majority of my reviews are positive t star shout outs. How unfortunate that in this instance, I am not able to leave that review for Wyndham.

If Wyndham would like to reach out to me, please do so. The room reservation was under my friends name and not my name, but give me your contact info and I will happily reach out.

In general this was a great place to call him for over a week while on a girls trip that wasn't focused on Disney, but would have been just as great if Disney...