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| - We booked a 2-bed standard room at Westgate because of the cheap price, which was supposed to be around $25 per night. The undisclosed resort fee for each night was $20, totaling $60 for 3 nights. The resort fee brought the room to a price we could have gotten on the strip, and we were not told of how high it would be until we checked-in. My gf offered to put it on her CC since we wanted to use cash on the strip, so they charged her the $60, but her name on CC# were additionally saved and linked to the room without her permission. At the end of the weekend, it turned out that Westgate decided to charger her an additional $13.99 for internet, for 3 nights, which ended up being a charge of $13.99 and a second charge of $28.00 showing up on her CC statement after we had checked out. This means in total, her card was billed an additional $101.99, of which $41.99 was not approved, nor disclosed. We specifically asked if internet was included with the resort fee, were told yes, for 1 device, and because only 1 internet device was used the additional fees were fraudulent and arbitrarily added by Westgate. She's since been on the phone with a supervisor at Westgate to resolve the billing. Upon arrival at Westgate, we passed roughly 8-10 employees on our way to the elevator, none of whom offered to carry our bags, but instead tried to sell us show tickets and direct us to a kiosk where vacations could be purchased to crappy resorts. When we got to the room, we decided to try to nap after the long drive, but as we were sleeping two girls walked into our hotel room with keycard access, claiming we were in their room. We called downstairs, and the front desk person told us to just tell the girls to come downstairs to get another room. No apology, no explanation, nothing. We tried to fall back to sleep but an incessant dripping from the shower made it impossible. We could not stop the leak. There was also no fridge in the room. We leave to get something from the car, but have to return to the room, and discover we are locked out, and our keycards are not working. At this point we decided to head to the strip, but not before going to the front desk to complain and get room access with new cards. After making us wait for 10 minutes, "shift supervisor" Abel asks us what the problem is. I begin explaining our experience checking in, then he immediately decides to interrupt me and ask if we're staying at Westgate. I tell him not to interrupt me, then he starts arguing with me about my being disrespectful and abusive, so I have to explain to him that being dismissive and interrupting a customer is rude and that we're trying to tell our story because we are not happy. He ignores this, tells me to start again, so I begin telling him from the beginning again, at which point he decides to check our story in their computer system, and discovers we're not booked for the room we're in, that the system shows the room is unoccupied, despite the fact that we're in it. He checks our keycards and keycard holder, which of course shows that we were given keys to the room upon check-in, but for some reason had our names and account information moved to a different room, and this of course meant access was removed and our keycards were deactivated and the room was left in the system as unoccupied, which meant that if they had booked it again that night, we would have had a 2nd incident with people walking into our room believing it was their room. Abel explained all this, but never apologized, just offered to upgrade us to a better room and give us some meal vouchers. We moved to a new room the next day, which had more space and a fridge. There were no real problems, other than the few towels, the crappy pool, the broken hinge on the TV cabinet, and that upon check out they tried to bill my buddy for 3 days of internet, in addition to the cost of the room, which he complained about, and got credited. Apparently by moving us to an upgraded room, it meant they got the IP#'s mixed up in their system, so with 2 different log-ins it meant their billing system recognized it as 2 separate devices, when it was only 1 device in 2 different rooms, which caused them to bill my buddy. They agreed to credit it, but then last night we discovered they also billed my gf's credit card for those same 3 days of internet, not my buddy's credit card. Over the past 4-5 years my gf and I have visited Vegas probably 3 times a year staying at random strip hotels to try them all, sometimes trying to do it cheap if it is a last-minute trip. We have never encountered the type of crappy service and treatment, billing errors, and outright fraud that we experienced at Westgate. Just walking to the buffet we were stared down by 3 different security guards, including some idiot in a watch tower. Almost everything was horrible, from the timeshare salespeople lurking around every corner and public area, to the crappy over-priced espresso, to the service!!!!
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