Amazing check in then it went down hill
Posted Sep 6, 2016 on Expedia
We stayed over the Labor Day weekend. The check in process was amazing. We felt like VIPs (maybe it was because we agreed to listen to their sales pitch). We were very comfortable with the first two nights. The Deluxe villa was clean and was big enough for 3 adults and 2 kids. On Sunday night my husband and I stepped out to the store. When we came back (8:30pm) all the elevators were down, we were told lightening it the building. After about 30 minutes (9:00PM)of waiting for them to fix the elevators the whole tower was evacuated (due to someone pulling the alarm, at least that is what we were being told). In total we were unable to get up to our room for about 1.5 hours, it was raining and a complete inconvenience. Only one elevator was available for all 19 floors. Once in our room (10:00PM) we found our AC was not working. I called 3 times to the lobby and each time I was told to turn off the AC and then turn it back on and that we were not the only ones having this issues. Apparently it was the WHOLE tower. We had my 4 year old son and my 2 year old niece in the room and it reached 81 degrees. At about 10:30am the next morning ( after my husband called complaining) they fixed the air in enough time for us to leave at 11:00. Still only one elevator available and it took us almost 20 minutes to get to the 1st floor. Something should have been done for all the inconvenience we experienced on Sunday night and into the late morning of Monday morning. We will not stay again.
Comment from Hotel Management
Sep 8, 2016 by westgate_customercare , Hotel Management
Thank you for taking the time to share your honest and detailed review with us. We are pleased to see that you enjoyed of our front desk, cleanliness, and spacious units. It disappoints us to see that you may have experienced some concerns during your visit. We can assure you that our resort engineering teams did all that they could to resolve the issues in the towers as soon as possible. Sometimes, instances as such occur completely out of our control. We do apologize for the experienced issues. Should you have additional inquiries or concerns regarding your reservation, please do not hesitate to reach out to us directly.