Complaint Review: Westgate Resorts - Nationwide

I booked a room to get away from Hurricane Irma, and they charged me $75 when I cancelled within the allowed cancellation time period.  When the storm track showed that Orlando would be hit, I changed my plans.  I called them a day before the cancellation period ended, and they still kept $75 of my deposit.

I found several of their resorts on Travelocity, Hotels.com, and Trivago.  Each site shows a phrase highlighted in green, with a large checkmark, that says: "Free Cancellation"  I booked with the company directly at their 800 number.  

The booking process was painfully slow, reciting each letter of name, email address, etc.  Cancellation terms were read to me, declaring that their usual cancellation policy required a three day (72 hour) notice, i.e. three days before arrival.  However they were changing that policy for me, to allow me to cancel up until 24 hours before arrivel, i.e. by Friday 9/8 at 4 PM.  

The lengthy and detailed process was repeated by a second agent.  The spelling of names, email address, etc. was repeated "for security".  Again I was told that I could cancel up until Friday 9/8 at 4PM.

On Thursday 9/7 the hurricane track changed, and the track at that time showed hurricane winds from coast to coast in Florida, and the eye running directly through Orlando.  I decided to head for the Florida panhandle.  

I called Westgate Resorts to cancel my reservation, at 7 PM on Thursday 9/7 - 21 hours before the end of the allowed cancellation period.  I was informed that there would be a $25 charge.  I reminded them that I had been allowed a 24-hour period, and there should be no charge.  

I told them that I was avoiding their property because a severe hurricane was projected to pass through that area.  I told them that the Governor of Florida had asked hotels to be liberal with cancellation policies.  

The agent spoke with her supervisor and returned to tell me that the cancellation required a $75 "administrative fee".  I had paid a deposit of $251 when I first booked, so they refunded $176, withholding $75 for the fee.

I complained to Call For Action in my city.  Today (9/14) they tried to help me by speaking with the company.  Together, the agent from Call For Action and I, we spoke with an agent, for a very long time, and then with a supervisor at Westgate.  The supervisor agreed to refund the $75, and gave me a transaction number.

It has been four hours and there is no refund yet processed on my card. Whether the refund comes or not, this report reflects the company's attitude and policies.  They fail to live up to their policies to the disadvantage of their customers.

It is notable that the supervisor never apologized. She mentioned that there was no need to call my bank, a TV station (host of Call For Action in my city), etc.  She described how the purpose of her action was so that we all "could move on".  Clearly this company has done this to scores or hundreds of people.  There was no mention of an error of policy, information, or ethics.

This company has resorts in Orlando, Las Vegas, Williamsburg, Myrtle Beach, and Gatlinburg.  They have plenty of cash and plenty of lawyers, but they have no ethics and no shame.  And they certainly have only derision for their customers.