TripAdvisor Traveler Rating

Expensive annual family vacation, kids/grandkids flew in from around the country, 3 bedroom condo for 12. Broken sofa beds, stated they couldn’t be fixed, half of my family left 2 days early. Upon arrival, no phones in rooms. Broken AC-noisy! Due to a surgically repaired foot, requested a room close to the water park at time of reservation and check, we were placed far away, building 5300! My trip too was ruined by the inconvenience. Our requests and concerns went virtually ignored and unresolved.

Disappointing Stay – Not as Advertised This resort has potential, but overall the experience was frustrating and not worth it. The good: The kids enjoyed the activities and silent disco. The movie theater and arcade were nice. We had a great meal at Los Amigos—the waiter was excellent and the food was very good. Most staff we encountered were friendly, and the public areas were kept clean. The bad: Check-in was a mess. The line was extremely long with only three employees working during peak time. The villa was not as advertised. Basic kitchen items were missing. No toaster, no ice maker, not even an ice tray. We were told ice machines aren’t provided because it takes time away from housekeeping—which makes no sense. The only option was to buy ice at the marketplace, but they didn’t even have any. Transportation around the resort is poor. It’s a huge property, yet we only saw the trolley once during our entire stay. Cleanliness was unacceptable. The air vents were covered in dirt (I had to clean them myself), and the floors were filthy. Service at the pool and waterpark bars was terrible. One bartender on a busy weekend meant waiting 40 minutes just for sodas and water. The waterpark slide rules are confusing and inconsistent. My grandson (47 inches) couldn’t go on some smaller slides but was allowed on larger ones—makes no sense. Bottom line: Nice amenities for kids, but poor management, lack of basic necessities, and cleanliness issues make this hard to recommend.

Horrible and very SCAM LIKE experience. We paid $80 each at a booth in Orlando International Premium Outlets for a Westgate presentation that promised discounted park tickets. When we attended the presentation, we were suddenly told we did not qualify. We waited for hours and still got no solution. The hotel staff told us to go back to the booth at the mall to request the refund, but when we went there the booth staff said they are part of the hotel and could not help us. We were sent back and forth with no resolution. At this point we don’t even care about the tickets anymore, we just want our money back. If customers don’t qualify, they should not take their money. Very unprofessional. I do not recommend these promotional booths.

When booked it looked like a great idea. When checking in we were told we could not use most of the amenities unless we sat through an hour and half timeshare presentation. Our lady who presented to us was snippy when we weren’t interested. Bc we turned it down we had to pay 25 a person to use any of the waterslides/water park. It was not worth that price. Many other amenities couldn’t be “unlocked “ as well. (Their words) All the restaurants aren’t open every day so the ones that are, are a long wait and close early. On the last day our flight was pushed back due to weather. We asked for a little later of a checkout and were told no. When we explained we had nowhere to go and no way to get anywhere bc our flight and transportation went together , they didn’t try to help at all. It could be a great place with lots to do if they were upfront honest and helpful.

We booked and prepaid for a grand villa one bedroom. Upon arrival we were told they were sold out and only had traditional room. Instead of 900 square feet with spa tub and balcony,we were put in 400 square feet no tub no balcony. They said third party bookings are often inaccurate. Bed didn’t have a blanket or comforter, only 2 sheets and thermostat did not work-in December! No hair dryer in room, tv broken ( both of these did get replaced next day). Manager Linette did move us next morning but room was still half of what we paid for. She said they were 101% booked. Where was 1%? On last night there I returned at 10 pm and couldn’t get into room. After 2 trips to front desk a housekeeper tried and was unable to get in. I was told security would have to help me on 3rd visit to front desk. I was told to meet them at door. It was now after 11 and I stood in the hallway waiting for 20 minutes before again returning to front desk. I then asked for security to meet me in lobby because I was freezing and alone in dark hallway. I was told no and had to meet at door. Emily finally arrived and was friendly and got me into room but told me that card reader needed a new battery. She put in work order and they finally fixed around 12:30 am. Two and a half hours of waiting!!!!