Complaint Review: Westgate Resorts

On February 27, both my daughter and I made reservations at the Westgate Resorts in Orlando, Fl for July 27 for one week. We were inform that the amount wouldn't be charged until the time of the trip, it was charged right away. That was okay, because we were excited about the trip with several family members. On April 3, we learned that several of the members are unable to go, so my daughter stated she would cancel her room and we just keep the one room. On April 6th she called to cancel and was told she only had 14 day from making the reservation to cancel it. She told them she was never told that and they informed her that she could use the room anytime in the next 18 months. She told them she didn't need the room at all.

I called them and informed them we wanted to cancel one room and keep the other one. I was told the same thing. I informed them that in the paper work they sent me it states that we had up to 7 days before our arrival to cancel the reservation or pay a penality. I informed him that it stated that tickets had to be canceled within 7 days, not the hotel room. The man (Ivan employee #15932) stated the information about the 14 days was in the email I was sent. I informed him that it wasn't, he asked me to send him the email and I did. He saw that it wasn't there and he apologized for it not being there. He put me on hold for about 5 minutes. Came back to the phone and stated that when I made the reservation I was told over the phone about the 14 days. I informed him again that I wasn't. He stated he could play the recording of the conversation. He play a recording with someone mumbling and it wasn't me. I asked to speak to a suspervisor he stated they were out and on another call. I asked him which one, were they out or on a call. He stated on a call and that he would have someone call me back. I asked him if it would be before July, he stated yes.

If we are forced to keep both rooms, I will look into what I can do.