Westgate Historic Williamsburg Resort — Hotel in Williamsburg

To All that Concern, I would give zero reviews based on racial discrimination confrontational irate behavior from receptionist Susan at Front Desk ||||Subject: Formal Complaint – Uninhabitable Room Conditions and Unprofessional, Discriminatory Treatment conformational deplorable behavior by Susan front desk clerk. at 1324 Richmond Rd., Williamsburg, VA Between 4pm -5:05 pm July 28 2025. ||My name is Amir Sanders and I am writing to formally report a deeply troubling experience I had at your property located at 1324 Richmond Rd., Williamsburg, VA 23185, which I reserved through Booking.com. I arrived at the hotel around 4:00 PM on Monday, July 28, 2025.||||Upon check-in, I was given Room 110. As I approached the door, I immediately noticed mold, black markings, and cobwebs. Inside the room, there was a strong, unbearable moldy odor, which was extremely dangerous to my mom health as she suffer from asthma. I returned to the front desk, explained the situation, and was reassigned to Room 133 by the receptionist Jennifer.||||Unfortunately, Room 133 had similar issues — cobwebs, black stains, and a strong mildew stench that made the space unlivable. I once again returned to the desk to report these conditions. Jennifer instructed me to call Booking.com for assistance with a refund and informed me that she would confirm our complaint and support the refund request if they contacted her.for Refund||||I called Booking.com, and the representative attempted multiple times to reach hotel staff, but was either transferred or disconnected each time. I returned to the front desk with the representative still on the phone and asked if someone could speak to him. This time, we were greeted by a different staff member named Susan, whose behavior was shockingly unprofessional, hostile, and deeply concerning.||||Rather than assisting, Susan repeatedly shouted at us to "step outside", raising her voice across the lobby in front of other guests. When I tried to calmly explain or speak with someone else at the reception desk, she continued to interject, saying things like “They want you to go outside too” or “They want you to go out front”, even when no one had actually said that. She was attempting to isolate and escalate the situation at every turn.||||I made efforts to turn away from her and address Jennifer, who was also at the front desk and had previously shown a willingness to help. However, Susan kept interrupting and inserting herself, preventing any effective communication. Her behavior was not only erratic, but it also gave the impression that she was deliberately provoking a situation.||||At one point, Susan even demanded that I step across the street to talk — which was both unreasonable and alarming. When I questioned her behavior and asked why I couldn’t simply speak with the staff inside, she abruptly returned inside and called security, falsely implying that I had been aggressive or threatening. This was entirely untrue and deeply offensive.||||My son, Amir Sanders, was with me throughout the entire incident and witnessed everything. Jennifer, the receptionist, was also a witness. Security, once on the scene, acknowledged that we were calm and respectful and confirmed that we had done nothing wrong. In fact, the security officer said he was unsure why the situation had escalated in that way and confirmed that the manager had already left for the day.||||Furthermore, there are surveillance cameras in the lobby that will clearly show our calm demeanor, as well as Susan’s loud and unnecessary escalation of the situation. We were left baffled, humiliated, and deeply disturbed by how we were treated — especially as paying guests simply trying to resolve a refund due to unsafe unsanitary room conditions.||||This incident raises serious concerns, including:||||Poor room conditions* unfit for occupancy, especially for individuals with respiratory conditions.|| Unprofessional, hostile, and discriminatory behavior from front desk employee staff named Susan||* Repeated efforts to interfere with our right to speak with other hotel personnel.||* An attempt to mischaracterize our behavior in what seemed to be an effort to create false justification for her actions.||* A lack of management support and accountability at the time of the incident.||||This type of behavior is completely unacceptable and needs to be addressed at the highest level of management. I am formally requesting:||||1. A full refund* of the charges associated with this booking.||2. A written apology* for the treatment we received.||3. An internal review* of the behavior and conduct of the staff on duty, especially Susan at front desk she needs to be held accountable for her actions.||4. Assurance that proper training and accountability measures* are being put in place to ensure no other guests are treated this way.||||This experience was not only disappointing — it was distressing and felt rooted in bias and a lack of basic respect for guests. I am still shaken by how we were treated, and I sincerely hope your organization will take this matter seriously.||||I am available to provide additional details, including names, times, and witness accounts, and I ask that this be treated as a **formal complaints to be escalated to your corporate offices immediately.||||Susan is deplorable person her unprovoked unprofessional confrontation behavior was unacceptable unnecessary and she need to be fired for disrespect behavior she displayed towards customers paying guest at this establishment something needs to be done about...

Visiting Williamsburg we decided on this resort because of its location. We checked in and was given a room that was a half a mile away from the “resort” and freezing cold when we opened the door and had a nasty musty smell and is very dated. So, After driving there we wanted to get a quick 1 hour nap in so we could be somewhat refreshed to spend a few hours at the brewery’s and have dinner since it’s 5:30pm now.. Turning the TV on, it wasn’t working. So I called the front desk with the room phone. I could here the front desk saying hello, however, they couldn’t here me. I hung up. Then my cell rang, it was the front desk. I told them that they have 2 problems now, the tv doesn’t work and the phone doesn’t work. They sent a property maintenance man. He tried fixing the tv for 1.5 hrs and told us the phone company would have to fix the phone. (He didn’t even look at the phone) our nap was not even going to happen now, it’s 7pm now - After his final assessment of the TV that he couldn’t fix, he moved us 6 rooms down and said, the TV works, however, the phone has the same problem. (Good Grief, have to move all our clothes and things again) I said it’s ok, as long as I have a cellphone and the front desk isn’t needed. So, to tell you I happened to get a deal for the stay as long as I let them entice me with a 3hr tour time that cut our entire second day up. (Is not worth the deal - never again) During the tour, we was taken to a model that was just remodeled and was simply not appropriate. A picture of George Washington that was hanging on the living room wall had white paint brushed over on the top part of his face I noticed, then in the bedroom another picture of Thomas Jefferson that was done the same way- brushed over with what appeared to be a white brush stroke where the face is. I asked what is up with that to the tour guide? She sorta dodged the question, but went on to tell me how the model was just remodeled and would be fixed. . I personally found this along with her(Kat) attitude later disturbing. The tour started off friendly but turned very very pressured and downright mean towards the end. We was asked the same questions numerous times “ how many kids do you have” . (I was like Ask me that one more time - They wasn’t excepting from us “it’s not for us” as our answer they wanted a unrealistic price for a not so good resort (OMG really??) - and them simply not taking, “ it’s not for us“ as our decision numerous times and she(kat) telling us how they spent $400 to bring us to them. (BS) I’m a guest and I paid good money for the nasty room too!! My professional opinion is, your really not giving me anything for the time I lost for this horrible treatment today. really! What a piece of work this lady is though. The whole sales attitude and having the white paint brushed over two of our founding fathers of our country is disgraceful, especially in the birthplace of the USA - and the pictures looked to be added with the remodel - I looked very closely and wish I took a picture!! A few other things to mention- Where the pool picture online looks to be of a large pool, it’s not. The pool at my home is larger than what they have at this resort. And not private in any way. It’s like sunbathing in the middle of the interstate, if that’s what you like. Oh, waking up and finding bugs in the tub , yes. Nasty. My wife had said, the bed linens do not smell fresh. I should’ve had those replaced, as we noticed the maids sitting in their cars on phones under a tree. I don’t think they do much cleaning because it’s nasty here. One star is to much in my opinion - Picture is of the bugs on the floor. I killed a brown spider on the wall above the bed too. After you shower, place what towels you have on the floor, because your feet will be nasty dirty, ours was. I’m not sure the floor was moped in weeks or months. To say I will visit this resort again would be a big lie. I’ll stick with Powatan and kingsmill and if that doesn’t work Staybridge is the best hotel. Good luck on...

As a Westgate Kissimmee, FL owner, I was very disappointed in the Westgate in Williamsburg, VA. Booking/exchanging our 2 bedroom was a constant issue. We own 2 bedrooms that sleep 8 and a kitchen and a half. Every time I called Westgate Williamsburg, I was told they couldn’t guarantee a double room that would include two kings and two queen pull outs. One time I was told a king bed could sleep 4 people. Another time I was told to bring an air mattress if I was worried the room I was given would only sleep 6. This continued until I spoke with Eric who told me renovations should be done by the time we got there and we could have the room we requested. When we arrived we had a 3 bedroom (meaning extra bathroom and less kitchen). We finally just agreed to the accommodation so we wouldn’t have to sleep in one room the first night and transfer rooms the next. The first morning we had no hot water (boiler had to be reset). That afternoon same problem. Maintenance came only to leave all the cold faucets running and told us to let it run. We turned on the hot faucets and eventually got hot water. The rest of the vacation required letting the hot water run for 20 minutes, in order to actually have hot water. The renovations were obviously done very quickly as to not include shelving in the showers, cabinet doors that wouldn’t line up and close, light switches that didn’t turn anything on, and a dead bolt that wouldn’t secure the door because it was misaligned (maintenance did come to fix that for security reasons) Owners don’t get perks like restaurant discounts or water park passes because it’s a smaller resort. But the ultimate disappointment was for our children and the cruel manner in which the activity staff/manger treated them. The resort had a fun ‘find the bear’ activity. The kids would go and locate a stuffed bear everyday in order to receive a prize. Our children discovered this adventure and looked forward to it every morning. On that Friday morning (we left Saturday) the children set off to find the bear. We went looking for them about 30 minutes later, because it didn’t usually take that long. They were trying desperately to find it before we had to leave for the Jamestown Settlement. (It was very hot that day and we wanted to leave early to avoid the extreme temperatures). We tried helping them find the bear to speed up the process and even asked for clues at the front desk. Correna (activity staff) gave the same rules as previous days, telling all of us to look in any of the public places. We searched for 15 more minutes, before we saw Correna and asked where it was so we could leave for our day. She laughed and told us (parents) that they hadn’t hidden the bear today because the kids were finding it too fast. We told her that it wasn’t funny and how we had wasted our morning. We gathered the children to leave and told them what had happened. We then went to the front desk to voice our disappointment only to be told by the manager, Misty that we were mistaken and the bear had been hidden. When we tried to tell her what her staff (Correna) said, she was adamant that we were wrong. We just left and bought our kids prizes for trying that day. At check out I happened to see manager Misty again and asked her if she remembered our previous conversation from the day before. She said yes and that the bear was never hidden that morning, but that her staff was new and didn’t know to hide it the night before. I tried to explain that she was missing the point. It wasn’t about the stupid bear, or the prizes, or the fact that we wasted our vacation time to support our kids… it was how she and her staff treated our children and us. Misty didn’t seem to care and told us to have safe travels. It’s true what they say, you can’t create good followers under poor leadership! So we will not be going back and I DO NOT recommend the Historical Westgate Williamsburg Resort as a FAMILY...