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  • Disgusting is an understatement. The only competent workers in this hotel are Joshua and Diego(?) who made our trip decent regardless of the problems we came across during our short trip. We had booked the room through a third party, which Westgate authorizes for them to do so. When we checked in they applied a resort fee, I mentioned to them that upon booking, there were no fees mentioned in the confirmation. He then advised for us to scroll all the way to the bottom of the email confirmation which in tiny print explains that resort fees may apply. So screw it, we didn't want to waste our time after driving out from LA. BTW, we heard many people in line experiencing the same problem but decided to check in anyways because no one is going to find another hotel last minute after a long drive/flight. When we checked into our first room it was dark, gloomy and dirty. The refrigerator was making noises. The fridge and the TV console had white looking stains on it. When we called the front desk, Heather apologized and advised us that we can go to the front desk and pick up new keys to a different room. The second room, same shit but a bonus, nasty hair on the bed sheets. I called downstairs and spoke with a lady over the phone who had a nasty attitude (as nasty as the two rooms). Her words exactly, "what exactly would you like me to do? Change your sheets or your room?" Well, what she could have started off with is, I apologize for the inconvenience. Which it really was an inconvenience considering we were the ones moving our bag from room to room and going downstairs to pick up the keys. Thankfully, Joshua was able to help. He upgraded our room to the renovated room, complimentary drink vouchers and refund for 1 night resort fee. He was very nice, understanding and really exemplifies what customer service is about. Not once did he even question our honesty and our complaints. Also, Diego (I believe that is his name), he was so helpful with restaurant and bar recommendations. He has a positive energy which really helped with the depressing hotel we stayed at. Westgate, get your shit together. Hidden fees, shitty elevators, nasty rooms and rude customer service won't get you returning customers.
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