ComplaintsforWestgate Travel & Cruise

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

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

• Initial Complaint

  04/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  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

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  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

  03/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Company has false certificates. They charge you $500 to redeem a certificate for a cruise. They redeemed one of my certificates when I was still in a payment cycle with them that they had convinced me to purchase. I believe that that is why they did what they did. I had some moderate savings when I purchased a cruise and it was my understanding that that was how it worked but now that I am not paying the money monthly they told me that that is no longer how the cruise program works. I have paid them $2,500 for their supposed Savings Program. Now they're telling me that a cruise with one of their certificates is more expensive than published rates on Royal Caribbean site. This is nothing but fraud and a scam and it should be illegal.

• Initial Complaint

  12/16/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Selling customers a membership during covid and closing their doors for 2 years letting peoples vacations expire and points expire. Company is not willing to wave a 49 fee for customers that payed **** for the membership and reaped zero benefits and all they want is more of your money. I would like a full refund or my membership reinstated at no cost

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a timeshare June 17th I purchased a timeshare from Westgate *********************************************** in *******. I had a 3 month payment plan for the deposit which has to be paid before me benefits would start. The months would be July, August and September. On August 5th I received a call from Westgate stating that if I paid my $500 balance off that day while on the phone, the promotion would be that my membership benefits are fully activated within 48 hours and they would add a 7 day free vacation package to the membership. I told the representative she shouldve lead with that information and immediately paid the remaining balance off in full over the phone. I called today December 1st, just 3 months later and now Im being told that promotion has ended although I asked about the expiration as I wouldnt travel until the summer of **** and was told itll be there until I use it. I told the representative I spoke with today that the calls are recorded and that I wanted to speak with a supervisor, he told me he was an account manager and he is telling me that package in no longer available. I immediately regretted this purchase, Westgate has been a problem even with the rental car they booked and took payment for although the car was not available and it took nearly a month to get a refund. Now theyve called my phone, disrupted my day just to tell a lie to receive payment sooner. I do not trust this company, ** definitely utilizing social media to inform others about their sleazy business tactics and for a representative to refuse to transfer a customer whose asking for a supervisor, there had to be trained to do such as a company procedure. Any promotion with an end date should be explained and the vacation should be booked at that time but when your intent is to deceive, you do business like Westgate ***********************************************.

• Initial Complaint

  10/21/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On September 2, 2023 I booked a cruise through Westgate Travel and **********************, it was to go on a cruise November 23, 2023 through December 7, 2023, it was to be in *****, ******, ********* and Gallie. I received an email September 25, 2023 from Princess ********************** Line changing the itinerary. I was not going to ********* nor Gallie. The new ports of call were in ******, I received an email from Princess stating that protest were going on in ****** and I also received an email stating the ** citizens should not leave the country. On October 18,2023 I called Westgate to cancel the trip because of the war going on and the emails that I received, I was told that when I purchased the insurance should I need to cancel the trip I would get a 100% refund, well that's not the case. When I called Westgate, I was routed to ***** and spoke to an agent that explained I was not getting a full refund because Princess was charging a cancellation fee. Princess has no such policy on keeping a cancellation fee. I called Westgate several times to get to the bottom of this. I spoke to the same person each time I called, he was extremely rude and hung up on me, I am a 78 year old woman who can't be in crowds, I've had surgery on my right arm twice and should something happen I am unable to get another surgery. The government just sent me another email for all US citizens not to leave to **.I have yet to receive a cancellation from Westgate and have not received a ***** of my refund.

• Initial Complaint

  10/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I reached out to Westgate Cruise and Travel on Tuesday 10/3/23 and spoke to a representative instructing them to not take the $83.34 out of the Chase Account and that I would call them back on 10/13/23 to give the updated information to take care of this past due amount. Instead on 10/9/23 they took this money out of the account I told them not to interfering with another bill that I had planned to pay. They did not honor my request at all. I did reach out to the bank who is investigating this and I also reached out to Westgate Cruise and Travel with no resolution to this problem.

*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. ↩