Westgate Las Vegas Resort & Casino

Juana, H Show Usher Was very Informative, Kind and helpful. She made it a point to t to find us after the Elvis show and asked how our experience was and means more than you could ever imagine.

Our experience at the hotel was wonderful, and we were very impressed with the customer service. We especially want to recognize Jose Romero, the greeter at the valet entrance, for his outstanding hospitality. He gave us a warm and friendly welcome and took the time to explain everything the hotel has to offer, including the train that travels around Las Vegas. His kindness and helpfulness made our stay even more enjoyable. Thank you, Jose, for making us feel so welcome!

The check in was seamless and fast for the concert. Our usher Jennifer Compitello helped us find our seats and was very good humor for those of us in our area. It was nice to have that interaction. The concert itself was amazing. Great venue! Will be happy to see more shows there.

I am sharing my worst experience at this Westgate last Vegas resort and Casino. I have already Submitted a formal complaint to customer relations regarding my interactions with one of their directors, Chris, on June 13, 2026. It all started when I called the front desk to request that the daily resort fee of $32.88 be removed from my bill. I was staying at the hotel to attend my son’s chess tournament, and both of us were busy with his three rounds of chess each day. Because of our tournament schedule, we did not use any of the hotel amenities that the resort fee was intended to cover. In addition, the special hotel pricing offered for chess tournament participants was actually higher than the regular rates I found online. For that reason, I felt it was reasonable to ask whether the resort fee could be waived. During my first phone call, Chris immediately told me that the resort fee would not be removed. During my second phone call at approximately 2:30 p.m., I further explained my concerns. I pointed out that I was paying $174.61 per night plus the $32.88 resort fee for Friday and Saturday, while I was seeing online rates of $101.65, including taxes and the resort fee. I asked whether I could check out and make a new reservation at the lower rate. During the conversation, Chris stated that this would not be permitted. I was then subjected to language and conduct that I found threatening, and highly unprofessional. Among other things, I was told that security could be sent to my room and that I would be escorted out if I called again. I was also told that I would not be allowed on the premises and would not be permitted to attend my son’s chess tournament if I continued to contact the hotel regarding this matter. Chris also told me that I could be put in jail if I did not immediately stop calling the hotel. The entire conversation left me feeling threatened rather than assisted. I did not feel safe at the property following this interaction. In addition, I was told to “move forward with my life” and forget about the issue. Chris also used profanity, including the F-word, during the conversation. I was shocked that a director would use such language while speaking to a guest. I understand that hotels have pricing policies; however, customers should be able to ask questions about room rates, resort taxes and reservation options without being threatened, or spoken to in a disrespectful manner. Regardless of any disagreement regarding pricing, this level of conduct is unacceptable, particularly from someone in a leadership position. This was one of the most threatening customer service experiences I have ever had. I respectfully request that this matter be escalated and investigated, including a review of any available call recordings and internal records. I would also appreciate a written response regarding the outcome of your investigation. Sincerely, Jumana Faizy jumanafaizy@yahoo.com

Fantastic venue! Excellent show. Arlene, George, Juana, were fantastic. Excellent service and great seats.