Westgate Palace Hotel / Universal / I-Drive — Hotel in Orlando

Tldr if you care about being inconvenienced, losing vacation time, or a short changed. Then find somewhere else to stay.

Despite multiple communication attempts, the front desk and housekeeping staff seem unable to resolve issues in a timely matter that I brought up to their attention. They also refused any form of recompensation to offset additional costs as a result of their inadequate accomodations

My review is due to the fact that My family bought groceries to use in their kitchen and their oven was not ready to use. When it was preheated it caused a terrible smell and caused a plastic to melt and smoke alarms to go off at 10: 00pm. I alerted front desk immediately via phone and they assure me cleaning would be here at 11am. I went down in the AM to confirm the issue with the staff. In the meantime I had to feed my family dinner from Marcos pizza instead of the groceries i bought. The second afternoon when we went to go make dinner I checked to see if the oven was cleaned and I didn't notice any difference. I called front and asked if they had been cleaned and they told me they couldn't see any issue. I told him that I didn't want him to start the oven again unless they did themselves and confirmed the smell. They told me they did not. They send us a facilities technician and he took 45 minutes to show up while my family went and did vacation things. technician that came in said they couldn't find an issue and I took a look for myself again and found the manufacturer plastics that was in the oven lining. I was told that the only thing I could do is pack up my stuff move rooms. And of course they would send housekeeping again

As far as compensation for two nights dinner and the groceries for a family 5 that I won't be using, I don't live in the area... I received $20 to the deli in credit that is only open in the mornings and early afternoon. They say that because I did not pay the resort fees since I booked through universal vacation, that i did not qualify for any other form of compensation or refund.

In the room The kitchen itself is a good size but poorly stocked. Not enough glasses, dishes, or blankets for 5 people. They give you tiny trash cans for a full size kitchen and no replacement bags. But give you full sized trash bags....? No housekeeping according to the person who called me. So why did other staff tell me they did and my confirmation email say they did?

Close to universal studios but the gator golf nearby is probably the most depressing attraction I've ever seen.

Also the pool towels are super small

The welcome package is them pushing their timeshares on you and then sending spam to your phone via text.

They appear to be under construction, one elevator out leaving two fully accessible elevators and during busy times wait to go up and down can take a bit. Especially if housekeeping or facilities are working. There was no mention of the construction when booking or in advance of the reservation

I'm sure the social media team will respond to my review but do nothing to resolve the issue or improve my impression of them. I will be forwarding my complaints to universal vacation...

Since we stayed here based on the rating seen here, I thought it would be important to give an accurate review to help others.

To start, it took a super long time to check in - not because of any issues but because we were talked into doing a scheduled "tour of the water park and free breakfast".

The lobby and grounds are impressive looking but the actual room was less-than. It smelled like it had been cleaned before we arrived but the shower grout and pan were filled with mildew, the pillowcases were yellow (so happy we brought our own pillows), and the beds were uncomfortable. The carpet looked like an animal had gnawed it...It looked more like a motel room than a resort/hotel room. Please be advised that the walls are paper-thin. Not impressed at all, but, it served its purpose.

I can't speak on housekeeping as we chose to keep our DND sign up to prevent theft, etc. I will say they were kind enough to leave extra toilet paper, etc. wrapped up by the door.

We initially planned on using the shuttle service but there were only 3 times available and you could not mix-and-match. Meaning, if you left at 8:40 you had to leave on the 6:40 shuttle, you would not be able to reserve a later leave-time.

The thing that REALLY, above all, caused us not to recommend staying here (and why we won't ever stay here again) is something I mentioned briefly above. Upon checking in you are talked into doing a "tour/free breakfast". Except, what it ACTUALLY is, is an over 90 minute high-pressure timeshare sales session. Emphasis on high-pressure.

You are met downstairs by a salesperson who brings you upstairs and sits with you, one on one. The breakfast is so NOT worth it (it's buffet style fake eggs, sausage and some store-bought pastries...they don't even have real orange juice).

They are relentless, so much so that they start saying things like "So you can't afford $49 a month?", writing 500 words and numbers (think car sales) and insinuating that you're dumb for not purchasing their timeshare.

I would like to note that if it was so good, why would you need to hard-sell it?...Wouldn't it sell itself? If you provided people with outstanding accommodations a simple flyer in a room would probably get the job done for people interested.

Not to mention it would be less payroll and commissions for the chain...That way they could afford to re-grout the showers, afford new mattresses and afford to buy a few gallons of bleach for the plastic mildewed shower pans. Just a thought...

After they give up on selling you a "deed" they move on to trying to sell you a "lease". Pushy, pushy, pushy. Once they get that you aren't going to buy anything they leave you hanging to walk yourself downstairs and find your way to collect your deposit. Very tacky.

So, long story short, don't stay here. It's really not worth it and the timeshare part is in such poor taste it will most certainly put a damper...

Positive Review But Will Only Return When the Changes Are Reversed.

This is my second time staying at Westgate Palace. Stayed in 2019,.. it was Fab. Roll on 2024 and so much has changed for the worst. For those never been there they'll know no different but i need to be honest, as i was with the Receptionist when i was checking out (she is from the Philippines).

Its a gated resort now, where when i stayed in Tower A in 2019 you could cut across to walk up carrier drive, this is the gap between Westgate and Enclave. That is no longer there so you have to exit the MAIN GATE and they start the walk up carrier drive, it adds to the journey.

At the back of Tower B you can exit but you cannot re-enter, you need to used the MAIN GATE,...... again adds to the walk.

No more flyers been left under your room door - obviously the gate community entrance has taken care of that and you also need a key card to enter the towers.

What i feel should be 2 smaller pedestrian gates (at Tower B to the left and Tower A to the right) where your room key could open / scan allowing you back onto the property.

The reception has a make over as had the rooms,... wow they look great and are bright.

Drafts bar / food court,... what a disappointment. Food is fab, but they close too early, 3pm close. back in 2019 you could food at 9pm at night to eat by the pool side with my family, this is no longer the case. I just want to mention MICHAEL who works in the kitchen of the food court, on my first day i was late down for bagels etc,.. and he was will to make me and my family breakfast bagels, which was very nice of him to do. They were so delicious, however there was another time where i spent $70 on Pizza's / Tenders / O-Rings and they were over cooked / burnt, I guess it was down to it been ordered at 2.14pm and it closes at 3pm, so a rush was probably put on it. Was never to eat at the hotel during the rest of my vacation. Note attached is an image taken from the inside of the elevators the food / beverages is nothing like they are in that image.

The hotel is CASHLESS,.. what is going on there. Cash is king and always will be,.. you need to sort that out. Not everybody wants to pay with card.

The staff are great as are the amenities but the changes that were made should be undone,.. it says a lot when the staff agree with you.

Just to note for the visitor RESORT fee per night is $21.99 with a tax of $2.75.

The shuttle bus to take you to Universal,.. Mmmmm that doesn't sit well with me at all,.... Don't like the way you have to book / Scan for a place on the bus,... my first time booking was booked out for 2 days,......Had to go to Surfside in and get the universal bus there which i found this great, so good that Surfside / Dockside is a place of interest...