TripAdvisor Traveler Rating

The room wasn’t ready on time and the very uncomfortable sofa bed wasn’t ready when we got into the room. After calling front desk I was told that the stuff for the sofa bed was in the closet so I can make it up myself. They eventually sent someone to do it but not until I complained. The bathroom was dirty with gum and hair in the shower. This tells me they probably never even looked in the shower area when making up the room.

I booked Westgate Lakes Resort & Spa through Expedia, and unfortunately I was extremely disappointed with the condition of the rooms. When I arrived, the first room I was given had serious cleanliness and maintenance issues, including dirty bedding, an unclean bathroom, unpleasant odors, visible damage, and overall poor conditions. I brought the issues to the hotel’s attention and gave them an opportunity to make it right. They showed me a second room, but unfortunately, that room had many of the same cleanliness and maintenance problems. At that point, I did not feel comfortable staying at the property. What makes the situation even more disappointing is that I requested a refund and the property declined it. I understand cancellation policies, but this wasn’t me changing my mind or deciding I didn’t want to stay. I arrived ready to stay and gave the hotel an opportunity to provide an acceptable room. After seeing two rooms in unacceptable condition, I felt I had no reasonable option but to leave. I’m sharing my experience so other travelers know what I encountered and can make their own decision.

DO NOT BOOK WITH WESTGATE LAKES RESORT & SPA ORLANDO. I attempted to change the dates of my reservation well before the 48-hour deadline because I became seriously ill. Despite repeatedly trying to resolve this, I have been unable to get any meaningful assistance. Westgate Lakes Resort & Spa has not responded to my calls or emails. Booking.com has also attempted to contact the property regarding my reservation and has been unable to get a response. I did what I was supposed to do. I reached out within the required timeframe and simply asked to change my reservation dates due to circumstances completely outside of my control. Instead of receiving help, I have been met with silence. It is incredibly frustrating that a resort this large can accept a reservation and payment but seemingly become unreachable when a guest needs assistance with that reservation. I have documented my calls, emails, and attempts to resolve this, including the fact that I initially requested the change before the 48-hour deadline. I will also be filing a formal complaint with the Better Business Bureau. Based on the complete lack of communication and customer service I have experienced, I cannot recommend Westgate Lakes Resort & Spa Orlando.

We had to switch rooms upon arrival and had to wait hours for a better room our 1st room was old and smelled horrible and the door was broken, location is in a very busy area making it difficult to get to parks or anywhere, in order to get new room we had to pay $200 extra, Waterpark is also not included in your stay like advertised you have to pay to get into that which really sucked after advertised like you get a stay and Waterpark included over all it was ok wouldn't stay again and give it a 2 star.

Positive-Rooms clean/spacious. Split entryway was nice/secure. Agent placed us near family. Pool was nice. Lots of amenities for families. Great value. Negative-Not enough Parking!! Employees golf carts taking up guest parking spots! Pool bars- limited # of bars open at pools- Only open at “select” pools. Had to take our own refreshments. Purchased Beer Bats and had difficulty finding places to refill them. No beer/one brand only at water park. Pool towels not available at our pool. Staff member was rude when asking for towels. However, overall the staff was pleasant and helpful. Summary- Although we had a couple of issues, this is a really good value for families vacationing in Orlando, and/or Florida residents who are visiting the area. Great value, lots of amenities for everyone. *Traffic is terrible, but not the resorts fault.