2/10 Terrible
Greg
Travelled with family
2 Jan 2026
Disliked: Staff & service
There was no stay.
After driving 7 hours, and arriving in Orlando at 8:00 pm, I see an email after I try to check in.
Apparently “the property cannot honor the reservation” I made and paid for. I was driving all day so didn’t see the email from 4:30 that day.
The property check in desk was not helpful. I booked via hotels.com, and they told me I’d have to deal with hotels.com, their reservation systems aren’t compatible.
But hotels.com said the property couldn’t honor my reservation, and canceled it while I was on my way there from another state. Hotels.com didn’t cancel the reservation.
I asked the staff at the hotel if I could make a complaint, they told me I’d have to do that with hotels.com.
Hotels.com refunded me, and “tried” to get me a room in the area, and couldn’t. So I had to find one myself, which was a substandard room in Sanford, almost an hour east, with my wife, sister in law, and daughter.
I’ve never experienced problems with reservations though hotels.com in the past, whether in New York City or North Carolina. And I’ve used the site for years. But the people at Westgate Palace couldn’t have cared less, they continued checking in people whose reservations weren’t canceled under them, while I had to scramble and have a less pleasant trip.
I’m extremely disappointed and upset. I’ll never consider Westgate for any reason.
Greg
Stayed 2 nights in Dec 2025