Westgate Resorts Complaint - Travel insurance refusal to refund
OCOEE, FL, FLORIDA -- Our high school band director and I planned a trip with 15 high school seniors, to Westgate Resort in Gatlinburg, TN, during March 2010. I spoke with several reps regarding rooms, times, dates. The weather and the school calendar would be a factor. I was advised to buy the $21.99 additional trip insurance. They assured me that the trip insurance would get me my $372.00 back if something caused our trip to be cancelled. I specifically asked if I would indeed get my entire purchase price returned and she answered yes. Needless to say, the trip was cancelled. I made phone calls for 3 days before I was able to get through to a representative to cancel. Every time I called I got a recording saying "phone lines are down due to weather conditions." When I finally got through to cancel, I was told it was too late, no refund, and the trip insurance did not apply. I filed my claim, it was rejected. I spoke with no less than 7 representatives, including someone in the office of the CEO. Every one of them said the insurance did not cover "trip cancellation", only covered if we arrived, someone got hurt or sick, and we had to leave early. I argued no, that is not what I was told. They said it was a recorded conversation that I had agreed to those terms. When I requested a copy or a transcript of the conversation in which I had agreed to this, they refused to send it to me. I haven written letters to the CEO and other officers of the company with no results except for a few phone conversations with a secretary. She assured me she would help me, but after a month of trying to speak with her, she said no, I had agreed on a taped phone conversation with the terms and that there was nothing she could do. I asked her to refer me to someone who could get me a copy of this "recorded" agreement, I called that number, and as of today, have left 2 messages and been on eternal hold, with no results, no call-back and no hope of getting a refund. I would STRONGLY ADVISE TO NEVER EVER DO BUSINESS WITH ANY WESTGATE RESORT IN EITHER TENNESSEE OR FLORIDA. I TRULY BELIEVE THIS IS A SCAM.