Westgate Palace Hotel / Universal / I-Drive

Reviews

• KW

  Kristen Wheeler

  Jan 1, 2026
  3.0
  We usually stay at the Westgate Resort but we decided to try the Westgate Palace/ Universal this time. The kitchen and living room area was fine and spacious. The tvs were not smart tvs so no Netflix, hulu,etc to watch preferred shows on. The room with the two twin beds were good for my kids. The bathrooms were a major issue for me.The bathroom for the twin bed room did not have hot water. The bathroom for the queen bed room was so small that the shower door would not open fully due to the toilet being so close to it. I have two little ones and both bathrooms contained walk in showers which made it difficult to wash my little ones due to the awkward position of the shower head.
• LH

  Leonardo Hernandez

  Jan 1, 2026
  1.0
  He visitaso por muchos años este hotel y mi estancia a sido 5 estrellas pero en las ultimas dos estancias e tenido varios inconvenientes como problemas con las llaves de entrada ,problema con las cajas fuertes los baños han estado sucios con papel en los cestos y te quejas en el from deck y el personal que te envian vienen con mala cara en fin voy pensando en cambiar de hotel para mi próxima visita.
• DB

  Dipesh Bhadaja

  Dec 27, 2025
  1.0
  While staying at Westgate Palace Hotel, we were approached at the front desk by Mr. Tim, who offered a timeshare presentation. He collected $20, confirmed a 9:00 AM slot for the next morning, and offered gift card value and attractive vacation packages. Based on this assurance and provided written confirmation we agreed. The next morning, we arrived early at 8:30 AM, stood in line, completed forms, and waited. After over an hour, we were told that our name was not in the system, and therefore they could not honor the 9:00 AM slot. We were then asked to come back another day, despite their own written confirmation. The Main Manager, Ximara, stated they were overwhelmed, had no available staff or slots, and could not accommodate us. Timeshare Supervisor Maria further suggested that we try other hotels, which was completely unreasonable and not doable since we were on vacation with family and on tight schedule. Adding to the frustration, our kids were waiting outside, as Mr. Tim had refused an extended checkout claiming the hotel was fully booked. Given the situation, we requested a refund of the $20. The refund experience was the worst part. The cashier/clerk - Ms. Btissam, was extremely rude, disrespectful, and unprofessional. She refused to cooperate, attempted to hide her employee badge (We have got her information through refund receipt) when politely asked, delayed the refund for nearly one hour, and only processed it unwillingly when we said we were leaving without it. We wasted almost two hours due to poor management, inexperienced staff, lack of communication and coordination between departments, and complete disregard for customer service and respect. This experience ruined our morning and left us with nothing but frustration and disappointment. This was not acceptable for a hotel of this brand, and we would strongly caution others before engaging in any front-desk timeshare offers here.
• OO

  Owner

  Dec 26, 2025
  1.0
  As a loyalty member & Westgate owner, I was highly disrespected, threatened, mistreated, and had cops called on me by a female Security Guard with awful long eyelashes & a horrible weave ponytail. She lacks tact, demeanor, and customer service skills. As I was visiting the resort & returned to use lobby bathroom, this person jumped in my face & berated me that this is private property & I don’t belong there. She did all of this without asking if I was an owner, when I told her that I was she said she did not believe me & called the police telling them they had an intruder despite me showing her & receptionist my Westgate Black Owner’s card. You all need to get rid of this awful security guard. She is very rude & not American, she did speak with an accent, but clearly lacks customer service skills.
• LM

  Lilian Marques

  Dec 21, 2025
  5.0
  Estou hospedada no hotel pela terceira vez consecutiva !! Sempre longas estadias mais de 14 diárias. O hotel é excelente, perto do complexo da universal e premium outlet, o que faz muita diferença depois de um dia cansativo. O quarto é excelente, esse ano peguei um totalmente reformado, com dois quartos, sala, cozinha e lava e seca no quarto. O ponto alto esse ano, foi chegar na recepção para fazer o Check in e encontrar a Renata, falando português na recepção !! Ela me recebeu muito bem, atenciosa, me deu dicas da região e explicou todas as comodidades do hotel !!! Vou voltar com certeza!! Ainda mais contando com o atendimento da Renata !!! Obrigada!!

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