Complaints

This profile includes complaints for Westgate Travel & Cruise's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Westgate Travel & Cruise

  34024 N Smokehouse Trl Cave Creek, AZ 85331-2111

• 

  Westgate Travel & Cruise

  9524 W Camelback Rd Ste C130-242 Glendale, AZ 85305-3104

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/06/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a formal complaint regarding the misleading business practices of Westgate Travel Club. The membership was misrepresented as a cost-saving opportunity, but instead, it has resulted in financial loss, frustration, and wasted time.Key Issues:Initial **************** Restrictions:Signed contract: January 28, 2024 Purchase price: $5,520 Initial deposit required before access: $1,932 Monthly payments: $230 Membership activated only after nine consecutive payments Annual renewal fee: $169 Certain benefits only become available six weeks after full activation False ********************* Savings:2,000 points provided but only apply a few dollars per booking Pricing is comparable or worse than public travel sites (Kayak, Expedia, etc.)Price matching is ineffective and does not provide real discounts Hidden fees: Example - ************* had $150/day in additional fees (which were revealed days before flying out, resulting in us having to cancel flights and travel last min)Advertised $99 getaways never available ************************* Issues:Limited availability, especially on weekends when working people need assistance ***************** is uselesshours spent searching for deals with no results Difficult and time-consuming cancellation process Impact on Our Lives:Extensive time wasted researching deals that do not exist Financial burden of over $3,000 paid so far with no value received Stress and frustration within our household due to these issues This complaint is being submitted to document Westgate Travel Clubs deceptive practices and lack of transparency. I urge the BBB to investigate this companys misleading sales tactics and lack of consumer protections.

• Initial Complaint

  Date:02/11/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******** experience with this company! We booked the $99 for 3 nights promotion through Westgate Resorts back in June of last year (2024) and checked in for our stay last month (January 2025). We checked in late on a Tuesday night and then on Wednesday morning, we received a phone call from Westgates customer service saying we didnt actually qualify for the promotion we had booked due to living too close to the resort and had to leave right away (and they are keeping our money) or wed have to pay the total fee of the resort of $350 extra (which was a great deal they said..it would normally be $500). We have talked to countless agents who couldnt have cared any less about our experience and were not helpful in the least little bit. We dont understand why or how we were able to successfully book this promotional trip 7 months prior to the trip through Westgate with a phone agent and it was allowed to go through in the first place. Additionally, they had our address/information for SEVEN months and sent several reminder/confirmation emails prior to the trip and nothing was ever said. We were then allowed to check into our hotel long enough to sleep and THEN all of a sudden we receive phone calls the next morning that oh, we dont actually qualify and need to leave, but Westgate is keeping the money we already paid upfront for a THREE night stay??? Seems like a huge scam to us. In addition, upon more digging, they dont even have the correct address on file for us and I have no idea how this has happened, but they still havent updated our correct address even though weve told countless Westgate **** that what they have is wrong. They dont care and they dont listen. We were given a supervisors email upon request (apparently thats the only way to contact the higher-**** and reached out through that email address about a month ago and still havent gotten a response.

• Initial Complaint

  Date:02/11/2025

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company ***resentative didnt do his job correctly and now this company is trying to keep my monies paid and the $250.00 that the ***resentative said was refundable, is said to now be for a cancellation penalty when I shouldnt have any penalties. Make the *** pay because of pressure mounted on him. I never confirmed this sale. They are taking advantage of the elderly and if I need to, I will get my Lt. ******** or an attorney involved because theyre trying to take my monies. I have many emails and the ***resentative said the call was being recorded. I kept asking him to confirm that I said on December 11th, I would be able to confirm after speaking with my friend because the trip was for 2, not one. They charged my card on Dec 6th without my confirming this.

• Initial Complaint

  Date:10/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am seeking a refund from Westgate Cruise and Travel following a reservation made at an unsafe hotel in ******** that I and my family did not stay at. As the third-party booking agent, Westgate Cruise and Travel has yet to provide a refund, despite the reservation being made through their platform and our decision to stay at another hotel for safety reasons.

• Initial Complaint

  Date:07/30/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally file a complaint against Westgate Cruise and Travel regarding a recent trip to ********, ******, booked through their website for the dates July 12 to July 20. The booking reference number is [insert reference number if available].Summary of Issues:Misrepresentation of ************************ did not have an elevator, a crucial feature for us as we were traveling with an 86-year-old family member with mobility issues. This information was not disclosed on Westgates website but was clearly noted on Expedia.Unclean ************************* room was unclean, making our stay uncomfortable and unacceptable.Inadequate Customer Support: Despite contacting ********************** numerous times, we were not relocated to a suitable accommodation. We were falsely informed that the hotel manager had agreed to move us to a new room, which was not the case.Alternative Accommodation: Due to these unresolved issues, we were forced to find alternative lodging through Airbnb for the rest of our stay.Insufficient Refund: Westgate offered only $500 as compensation out of the $2922.86 spent on the hotel unit, which we could not use due to their failure to provide accurate information and adequate service.Requested Resolution:We are requesting a full refund of $2922.86 for the hotel unit we could not use due to the issues mentioned above.Thank you for your assistance in this matter.Notes:Here is the link to the hotel's website, which westgate copied their advertisement from. This website says that the hotel does not have an elevator. Westgate did not disclose this information on their website. If they did disclose this information we would have not booked. When we spoke to the hotel manager they told us that westgate should have told us this.***************************************************************************************************************************************** i've attached the westgate posting which is missing this detail

• Initial Complaint

  Date:06/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  DO NOT BOOK!!!! I checked into this hotel and asked the racist front desk to accommodate my disability needs. I advised him that I had a surgical boot on my foot & recently had foot surgery. I asked him if he could please place me in a room thats close and doesnt require much walking. Not only did he avoid my request he placed me in a hotel room thats far from everything, thats smaller than a boutique hotel room and thats located on the 3rd floor. He basically said forget my disability. I called the front desk to see if I could be moved and they basically said NO. They do not care about people with disabilities so if you have a disability please avoid this racist place. I also advised them that my sister stayed here last week and we booked the same exact studio. They placed her in a one bedroom with a sofa to accommodate her needs. They proceeded to tell me that I would have to pay extra to change my room. So not only are they racist theyre money hungry too and tell a bunch of lies. Avoid this place please because you will be disappointed. It rained with thunder and lightning and they made everyone leave from the pool area including the covered area. I told them I could not walk and because of the rain their shuttle and golf carts werent operating. They said it was nothing they could do we had to leave & walk to wherever our rooms are in the rain, thunder and lightning. So they DO NOT care about people safety either. This is such a horrific experience and I travel monthly. I have never experienced such discrimination in my life. I cant wait until this trip is over so I can check out this horrible resort. This resort by far is a DISASTER!!!!

• Initial Complaint

  Date:06/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction June 9 $300 1 week resort voucher Supervisor requested medical file which is a violation of personal records

• Initial Complaint

  Date:04/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought into a westgate trave club membership in 2020.I have paid it off already & have only used it once. thousands of dollars Only to pay the annual renewal this year and to see that the cost to use the membership is now double the price when they said it would never change. The travel club also said you could stay at ANY westgate when I signed up.. (there arent many to begin with) So I chose smokey Mountains to take my son to for his birthday.. I called to set up the week only to find out they black out the dates and we cant travel to that one at that time. ( which is the only time kids are out of school :/ ) So then I asked about ********** instead just to find out that coco beach locationa & the ******** location are NOT included.... SO then I asked WELL which one can I use? & she said ************** not paying thousands of $$ to go to *******! so all in all not going to even use it! after paying ALL that money. REAL HONEST REVIEW. WESTGATE huge scam. They deserve all the bad ************* suits they get! DON"T DO IT!! learn from my mistake. Total waste of money.

• Initial Complaint

  Date:03/11/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company offered a lifetime membership after paying a monthly fee for three years and a yearly membership fee for a lifetime After paying off the three year fees the amount to get our vacation week has went up over double the price and has made it unaffordable and has stolen our money for three years

• Initial Complaint

  Date:03/11/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 3.11.2024 Attempted to use a 4 day Cruise Certificate/Told that the No Additional Cost did not exist anymore for redeeming a certificate when it clearly states (see upload) there is NO ADDITIONAL COSTS for certain rooms. Spoke with ******* first - after quoting me a price of $1005.67 for the 4 day cruise and I questioned as the cost should be Govt Charges of ***** x 2 for both passengers and a redemption fee of $518 for the certificate - coming to a total of $608.86 for the cruise. She stated there was a charge for the room and I stated "your app states NO ADDITIONAL CHARGE for the Oceanview Room or Inside State Room." She stated that those were old prices and no longer available, yet here I was looking at them (see upload of screenshot). She them sent me to ******* - an account manager. He had no answers and sent me back to the Cruise ****************** where I spoke to ****, who offered me a cruise, with an inside Stateroom for a total of $715.90 (including the Govt/Port Charges). We booked for that price. However, this was an old Bait and Switch tactic as the advertised price (see uploads of screen shots) was NO ADDITIONAL COST. This happens all the time with Westgate Cruise and Travel. We paid over $3000 to join this club with the promise of free cruises/hotel rooms/etc with the use of these "certificates" along with discounts from our earned credits which we have over $5000 worth. Funny how we can't seem to use them for airline tickets, car rentals, hotel rooms, etc. Now they are "RATIONED" out for the type of reservation used. NOT what was explained and promised with this so called "Travel Club". Very shady practices being used here. Now if you look at the booking application for cruised the cost has changed for the same cruise. See TimeStamp1 and TimeStamp2 of the uploads.