Complaint Review: Westgate Resort Gatlinburg Tennessee - Frankfort Kentucky

 My husband and I saw one of Westgates ads stay 4 days and 3 nights for $79.00 which includes 2 tickets to the Wild Bear Falls water park and $50.00 Dining Dough Dinner Certifcate. We knew for that price we would have to go through a presentation for TIMESHARE and that was ok because it was something we wanted to do anyways. We called instead of making our reservations online because we have 3 kids and wanted to see about getting tickets for all 5 of us. After giving name etc the gentlemen on the phone asked our income. My husband told him and told him that he was self employed. So after few minutes and some back and forth we

get 4 days and 3 nights along with 5 tickets and food certificate for just over $125.00 We where told we would be staying at River Terrace Resort and that we would have to go through 90 minute tour or we could face being charged $300.00. We where like great we get a little Vacation and get to see about getting a time share so win win Right? Wrong!!!!! So we print out paperwork with all information and our itinerary they set up. We had date of arrival and departure, Next was our Tour information which was 6/2/17 @ 9:30 am along with water park tickets and food voucher. So kids packed and can't wait. River Terrace has 2 outdoor heated pools and

bottom floor room for me because I'm disabled. Sounds great Right? Well we get to hotel and check in. So we do get to check in early and staff was above and beyond nice and helpful. Room is clean little outdated but very clean. We are on top floor which goes up a big hill but we could access from parking lot. One pool was closed and the other wasn't warm despite saying it was heated. Fast forward to Friday June 2nd we had a 9:30am time to tour Westgate for 90 minutes TIMESHARE spill. We arrive at 8:30 am check in and asked again about income. We sit there for another 30-40 minutes and then our name is called and we are told to

fill out yet more paper work. Filled out and return it and that's when the craziness starts. We where informed that they don't take self employed and asked for tax papers to prove income. Ok who carries their tax returns with them on Vacation and why when we called and made reservations where we not told this Westgate Resort didn't take self employed? So after another 30 minutes we where told we could take Travel tour at 12:30 so we wouldn't be charged $300.00 We explained that we had our 16, 14,and 9 year old back at hotel and that we had made plans and that we had never been given our wterpark tickets or food cards which you don't get

until you come to take tour which again wasn't told when we made reservations. So my husband speaks to Robin who we assume was a manager and she assures us that our kids could go to water park which would be downstairs from where we where going to be no problem. So we go get kids come back it's 11:30 We check back in and told again to go take kids on to water park and come back and wait for our guide. We get to water park and lady takes voucher and goes through spill of wearing bracelet and then she ask ages. We don't lie and tell her 16,14 and 9 and she said they can't stay without adult. Now mind you this is after we

where assured by front desk and Robin that they would be allowed. By this time I'm hurting so bad because these people have done nothing they said and at every turn someone is telling us one thing to turn around and do another. My husband goes back to office and I'm left there with 3 kids who have waited the whole trip to go to this water park only to get disappointed. So I'm crying because I feel bad for them and I'm hurting and in pain and so stressed. So another employee and young gentleman comes up and ask if he could help. I tell him about 930 appt and the whole deal and now after being told come back and promised kids could go

to park now we are told different story. He said sounds screwed up and that they should have held to 930 appt seeing we had no way of knowing this Resort didn't take self employed when we made reservations if we wasn't told. So then here comes Robin she assures me that kids will be allowed in while we tour and through my tears I said ok but I told her seems like to me left hand doesn't know what right is doing. Robin takes kids inside water park only to come back out 10 minutes later saying they can't swim because our almost 17 year old can't watch 9 year old. At this point I loose it. I call my husband who is still in office trying to figure

out how come we wasn't informed of self employment wasn't accepted and why not after we have been here 2 times why they are asking now for proof of income. Robin comes out and says I can take them to outdoor pool so you can do tour and of course my kids are hurt and upset and I make them go because I don't want to miss tour and them charge us another $300.00. So kids go to pool and I'm standing waiting and a lady and another couple who was in 930 group asked me what was all the deal. I told them what was going on and they said well we don't make that and we got to tour and then the older lady told me be glad because the free

breakfast was nasty and that staff was rude when she wouldn't commit and both couple and lady said that when their 90minutes was up and they where going to leave that the staff kept on and they said we said no again and again and that the staff kept knocking price down and finally told them that they could be TIMESHARE owners for less than $100.00 a month. Both couple and lady said I'm sure we could have gotten it down to $50.00 a month but after staff was told they wanted to think about it before committing they got rude so they left. Finally my husband comes back and asked if kids where in water park I said no Robin took them

to outdoor pool. My husband is livid by now because nothing anyone has said or promised has been done. So back to office and by this time I'm a complete mess barely able to walk and I'm sitting where we had to wait for our Tour guide to call our name while my husband is having yet another conversation about us being jerked around. So I'm sitting there watching my husband wait on Robin or Cassie to come back and talk to him and I'm crying others ask me if I'm ok but not one employee ask me anything. As sit and tell others there to take tour I'm fine it's just my MS and Fibromyalgia causing me pain I am nice and don't say anything

going on and that all this and the stress was causing me to hurt worse. Now it's 12:20 husband still waiting and I finally hobble over to him where by now Robin and Cassie both have joined him. He let's them have it telling them they can't keep stories straight one saying they don't take self employed other says it where lady who gave us paperwork put down another amount and made us $2000.00 short of their requirements and now they both even after Robin showed my husband a paper of their guidelines that they don't take self employed she now is Turing tail and saying it has nothing to do with that when that's all they have Harped on till now! I

broke in and again after 9 or 10 times before ask why was this not told to us before now? I said I can see if we booked online the oversite, But we called and spoke to a person who is a Westgate Resort employee and not once did he mention any of this and had us believing tickets and food voucher would be given at check in. Of course I'm still crying and upset and Robin tells me to calm down and I said what right do you have telling me to calm down when we have held up to our end of agreement and you have done nothing you have said or promised on your end. Then we are informed that we have missed our appt and that we would have to come

back later today for another!!!! That's when I loose it and asked how did we miss it when we have been right here and no one has called our name? They try to say some bullpoop that our name was called and I know for fact it wasn't and called them on it. So seeing they knew I had them they said well you can take tour but you have to answer questions and participate. My husband fine but I will answer honestly and that's when we where told we where dismissed. My husband what to you mean we are dismissed? They informed us that we wasn't allowed to take tour and asked to leave. My husband said fine but my card better not get charged

because we agreed to take tour we have been here since 830am and now it's 1245pm he asked them again why we where not allowed to take tour and that they didn't want other potential buyers to hear what we had to say. So we get in our vehicle and have to go hunting our kids. My husband said call bank cancel cards because they aren't charging us for a tour we where at and then they jerked and lied to us about. I call bank at 1247 and guess what our card has already been charged the 300.00 so we get kids and leave. Yes we are pissed and with good reasons. 1st if you book someone a room and you know what they do for a living and their

income and you know the resort doesn't do self employment then why book it? 2nd If you see a confirmation with time and date from your company then honor it. 3rd if your can't or just won't honor it then don't go talking out both sides of your mouth and making promises and saying things you don't intend on keeping. 4th If the staff there is any indication of how Westgate Resorts does business then I pity they people who do buy into it. 5. Don't have your guest and yes we where guest made to feel like we where 2nd class citizens because of a screw up on your end. Learn that the customer is always right and epically when they have all the

paper work provided by the very company your working for!!! 6. Instead of making a situation worse by giving people the run around how about saying this. Ok you where missed informed or never told about our policy and we are sorry and we will hold to the agreement as shown on your reservation but be advise if you are interested in buying a TIMESHARE we will have to see more proof of income. That would have been a simple fix, But nope I truly believe you have to sell so many a day/week or come up with lame reasons to charge people credit cards. 7. What happened to people talking in private? YOU DIDN'T WANT US TO SAY WHAT WAS

HAPPENING IN FRONT OF POTENTIAL BUYERS BUT YOU NEVER SAID LET TALKS ABOUT THIS IN MY OFFICE. I truly believe you was hoping we would cause a seen as it's funny a security guard was only 2 feet away on our last conversation and he was motion too by one of the other employees to come stand 2 feet away from us. Intimidation doesn't work well for myself not my husband because we had every right to be upset and if we had been yelling then I could see a reason to have a guard over there, But I guess seeing how we where lied to and promises broken why not just add intimidation to your list of why BUYERS SHOULD BEWARE!!! You know

I was brought up to tell the truth no matter even if I knew telling it would get me into trouble and when you have employees of a big resort telling you we understand your disable we understand that you wanted to tour and probably purchase a TIMESHARE with us because it may be last time I am able to walk with walker and I want to have something that if the time comes I'm in wheelchair that I can still enjoy myself because of the access to pools and other amenities you offer and that you will do everything you can to see to it that we can tour and you promise you will uphold our reservations seeing you knew that it was a mistake on Westgates

end and not ours, Too just turn around and lie again. I even went on to explain that we would more than likely purchase a TIMESHARE from you and you where happy to hear it, But after the way my family and myself was treated it will be a cold day in Hell and I will let everyone I know how they lie and don't keep up their end and it's all a scam to get you there with promises of this and that and then you get there and if you didn't know of a rule they have it's your fault not theirs in their eyes. I guess we should count our blessings that we saw the truth on how they view their guest and how they will treat you even if it's their mistake. Despite Westgate

Resorts treatment of us on our last day, We had a good time and have and will continue to search for a TIMESHARE to buy. Please just be careful when dealing with Westgate Resort know the hidden agenda and know that What the left hand says isn't what the right hand goes by. And just know that if you do go to the Gatlinburg Westgate Resort you will not be staying there until probably 2018 as we where told. Sent from Yahoo Mail on Android