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WESTGATE RESORTS Complaint - Very Frustrating Experience



Very Frustrating Experience

I booked our family vacation online with Westgate Resorts last week. The website was acting a bit funny and took about 5 minutes to load the confirmation page after booking a 2/2 at the Vacation Villas in Orlando for the week of spring break. After the confirmation page came up and all of the information was correct. 1 room booked for 6 people for 5 nights = approx $612.00. When I went to my email, I had 2 confirmation emails with different confirmation numbers each. Both confirmations charged me for a room. I called the customer service line immediately ( less than 10 minutes after booking the reservation)and explained the situation and that I only booked 1 room. The lady put me on hold as she called down to wholesale. When she got back on the phone, she told me that they had not yet received the order and had not yet charged the credit card, but she made a note and let wholesale know that there was only suppose to be 1 room booked instead of 2. She assured me that our card would only be charged for 1 room. The next morning I received 2 more emails confirming the resrevation and the charges. Both rooms had been charged to my card. I called right at 8am and spoke to another customer service agent and explained the situation. She also put me on hold as she called wholesale. When she returned to the phone, she said she would have to wait for a manager to come in and resolve the issue. She said wholesale told her there were 2 seperate reservations made at two seperate times and because it was the "advance rate" they would not cancel and refund the amount. I told her that was not true because I never made 2 reservations AND that the first confirmation emails sent to my email were seperate confirmations but were sent at the exact same time. She told me the best she could do was to call me back after her manager looked at it in about 2 hours. I called again that morning a little after 9am and requested to speak to the manager on duty. The customer service agent took my information, put me on hold, and then came back on the phone to tell me that the manager was working on my case and she would call me back in 30 minutes. I waited and hour and did not receive a call. I called back and asked again to speak to a manager. No one would allow me to speak to a manager! Instead I was bounced around from customer service agent to customer service agent. Finally one customer service agent did help me. She was very kind and apologized for everything and said that I never should have went through all of the havoc. She did cancel the reservation and said that the amount would be taken off of the card that day. When I asked for a confirmation email, she said that I would receive one confirming the cancellation. I never received the cancellation email and the refund was never credited back to my credit card. I called the next day to ask if the room had been cancelled and I was told "yes" by the customer service agent. I asked if the refund had yet been applied to the card and I was told "yes" as well. I asked again for a cancellation confirmation. I did finally receive the cancellation confirmation via email and waited 3 days for a refund on the credit card. Monday (1/30/2012) my card still has not been refunded. I called again today (1/30/2012)and spoke with another customer service rep. He put me on hold while he spoke with his supervisor and then told me that they were putting in the refund and we should receive it in 7-10 days. I asked if they were just now putting it in and he said "yes". I asked for a conformation of the refund to be emailed to me and he said that he would do so, along with putting notes about the situation in the computer. I still have NOT received a refund confirmation.

I am so very frustrated! We went through Westgate last year for our family vacation and I really enjoyed it - that is why we chose Westgate again. However, this has been a very frustrating experience. Over $600.00 is a lot of money for us to have tied up over something so petty. I am very unhappy with the customer service and the fact that I can not even speak with a manager. If we do not receive a refund soon, we are going to take it up with our credit card company due to fraudulent charges by Westgate.

Heather Ray - Coral Springs, FL

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WestgateResorts says: (7 years ago)
Hi Heather,

Thank you for bringing this matter to our attention. We want to help you resolve this issue immediately. Please call The Win Team and ask for RJ. She has read this complaint and is ready to assist you. Her number is 407-355-1650. We apologize for the inconvenience.

Thank you,

Westgate Guest Relations

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