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Business Profile

Hotels

Seralago Hotel & Suites Main Gate East

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/14/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On 12.21.2024 I booked a stay with Seralago through a 3rd party website called Super. from 12.21.2024 through 12.24.2024. Upon my arrival the staff was all good. Once I receive my key, the key swab did not work. I had to walk back and forth because they kept changing the card and making me check it. Then they had someone check, still not working. They did not have other rooms available until tomorrow, so I had to stay in the room without a key. The next day, I had to wait aside while other customers were being taken care of before me for some reason which caused further emotional distress. Even I went to the front again and stated I did not want to keep waiting while more people got in line. They had someone come and try to fix the door but the door needed batteries. I requested to please be switched to another room of which does not have this issue as I paid to have a key swab like all the other customers did. They switched me to room #*** and it appeared to be clean besides the pink rust all over the floor from the door and my girl friend and I were prepareing to have everything ready for check out that day, making sure we left nothing behind, we found a mans boxers and old food under the bed. I grabbed it with a towel and left it outside the door, it stayed there the rest of the stay even after I checked out. Its clear those who are responsible for keeping the place sanitary were not doing so, my friend got sick too and I have no reason of a doubt to believe the lack of cleanliness in this business had something to do with it too, it was very uncomfortable and I contacted the general manager about this and sent him the pictures. He did not accommodate or do anything, instead they took money from my security deposit, leave me with $28 out of the $100, of which I did not do anything that would have gave them the right to charge me. I contacted the ** on 1.5.2025 and 1.14.2025 asking for a refund entirely, the full deposit, the stay and the resort fees, all of it.

    Business Response

    Date: 01/15/2025

    Mrs. **** the $28.38 that is pictured is a refund that was charged in error, we charged you $28.38 and it was refunded.  We only authorize your card for $100 we do not charge anything unless there is damage to the room or if you check out late.  When you checked out we released the authorization on your card.  As far as a refund I will not authorize a refund for your stay.   

  • Initial Complaint

    Date:10/21/2024

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    1. WE RESERVED A 2-NIGHT STAY ON ***** OCTOBER TO VISIT ***************** WITH OUR GRANDCHILDREN.2. HOTEL ADVERTISED RESORT ACTIVITES (RESTAURANT, SHOPPETTE, TWO POOLS, ETC).3. RESERVATION SHEET INCLUDED ALL THESE AS AVAILABLE AND SHOWED A $29 RESORT FEE FOR THOSE ACTIVITIES 4. UPON ARRIVAL, THE POOL WAS NOT IN SERVICE, THE OTHER AMENITIES WERE "CLOSED AND HAVE BEEN FOR MONTHS"!!5. BAIT AND SWITCH IS WHAT I CALL THIS---IT IS ACTUALLY IN MY OPINION, UNLAWFUL BUSINESS PRACTICE.6. I WILL NEVER STAY AGAIN, AND HAVE TOLD AS MANY AS I COULD TO DO SAME.7. GRAND KIDS WERE TRULY DISAPPOINTED.

    Business Response

    Date: 10/29/2024

    Good ****************** I apologize our Pools and Food court were not open and that it impacted your stay.  I am going to issue a refund but the amount is different from what you listed.  We charge a $13 plus tax resort fee per day which i will refund to your card but the total is $29.52 for both days.  We charge a $5 plus tax service fee which will not be refunded.  I apologize again for any inconvenience this has caused you.

    Customer Answer

    Date: 10/29/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    ******* ******

  • Initial Complaint

    Date:07/15/2024

    Type:Order Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made my reservation late in the day and I checked on around 11:00 oclock pm , we were exhausted , when we checked into the room it was nasty, it smelled like pee the walls and the bed were dirty the cabinets falling apart, this place should not be open for business, I asked to be reimbursed both nights cause I was not able to sleep of how bad it was , and it was too late to move to another hotel , we had prepaid with Expedia. We sent the manager pictures and she said no.

    Business Response

    Date: 07/19/2024

    ************** have you contacted your booking company regarding a refund, we did not charge them for the second night but we did charge the first night to them.  It is up to them whether they give you that refund, we also refunded your resort fee for both nights that we charged you upon check in.

  • Initial Complaint

    Date:06/12/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I book a hotel room for my trip on June 24 thru June 28 2024 for $232.82. After booking the hotel room, I read bad reviews about this hotel so I cancel my reservation. When I saw that I got no refund, I tried to call back on May 25 to get my reservation back and got transfer to another person and left a message to call me back and never heard anything back... I tried calling on May 29 and no one at the hotel pick up... I call the *** travel number on May 29 to see if I can get a refund since I book through them and 48 hours later than said that the hotel would not ***** a refund... I had to book at another hotel. I would like a full refund for the full amount that i was charge for the room.

    Business Response

    Date: 06/13/2024

    ************* we have the cancellation from your booking company, we have not charged anything to them.  I am not sure why your booking company told you to contact the hotel but if they charged you then you need to ask them for a refund.  Seralago Hotel & Suites has not charged anyone for this stay, if you want to reinstate this reservation call them as well.  We will be glad to make a reservation directly with us by going to www.seralagohotel.com or calling ************

    Customer Answer

    Date: 06/13/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

    Sincerely,

    *********************

  • Initial Complaint

    Date:05/19/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Made a week long reservation on Priceline and paid in advance. When showed up to check in the manager refused my reservation and charged me for one night plus maid cleaning fees for a room I never entered. Priceline did nothing about it citing they always side with the hotel. This is theft clear as day. They said it was their policy to charge for a day plus fees even if they refuse to honor a prepaid reservation.

    Business Response

    Date: 05/21/2024

    ************ you were not able to provide the authorization of $100 on your card at the time of check-in.  After you returned to provide the authorization you did not want to pay the fees that were due upon check-in and you began using profanity toward my Front desk staff, at that point we decided not to check you in.  

  • Initial Complaint

    Date:04/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The picture the hotel advertised is misleading. The service provided is -0 stars. I called front desk to advise that the room was not clean and bugs in room, but a flight booking issue needed my immediate resolution then I will be down asap. Leaving the room, another issue arose, which was my door wouldnt close/lock from outside, (room 221) therefore, valuable items were at risk cosidering my hotel neighbors seemed to live there and were aware doors don't shut, as theirs didn't either. Humbly explaining to the manager, ****************, the unsanitary conditions of the room and charging resort fees without resort amenities, and the door doesnt close, she made her decision to check me out, called security on me escalating a situation out of her own frustrations, without my participation, leaving me puzzled why she was yelling at an adult(me), like her child, leaving myself and children stranded. I can't forget and was in disbelief her behavior. Then they kept my money for the reservation after being forced out the room I stayed in for 2 hours. The room was dirty enough to leave anyway, but to have to pay for a room that has bed bugs, roaches , door won't close, among numerous issues that's below state standards while vacationing is a SCAM!

    Business Response

    Date: 04/03/2024

    **************** we have already refunded you the resort fees of $54.51 when you were here and we also refunded your booking company 2 nights so you can reach out to them in order to get your refund back from them.  I apologize for any inconvenience you experienced here at Seralago Hotel & Suites

    Customer Answer

    Date: 04/03/2024

     
    Complaint: 21520363

    I am rejecting this response because: I will contact the booking company for the refund of the 2 nights but I paid for 3 so I would like a refund for the first night from the hotel.  

    Sincerely,

    ***********************

    Business Response

    Date: 04/10/2024

    **************** feel free to reach out to your booking company but I stand by my decision

  • Initial Complaint

    Date:03/15/2024

    Type:Service or Repair Issues
    Status:
    Unresolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    February 22,2024 I reserved a room at Seralago hotel from 3/8/2024 to 3/10/2024. I spent $129.65 and the order number through Groupon is 1000-147210-564635. Finally got to Seralago after driving over an hour from Lakeland, wait time was nearly an hour due to only one employee working there, literally the line was super long. A lady in front of me had pictures showing them that they need to clean her room or give her a new one. Right then and there I expected to have issues but my room was already paid for. Two men were arguing like they wanted to kill eachother in the lobby and the employees did nothing about it to diffuse the situation. It was so uncomfortable ! I get into the first room with my son a huge frame is knocked off the wall and glass shattered everywhere. So I go back to the front office show them the picture and they give me a different room. I walk to my room with my child , the staircase smells like urine and I see the dirty bedding sheets right on the floor in front of my room and a suitcase. I go into the room it smells terrible like dirty carpet, theres broken dented chipped furniture, the microwave is dented , the dresser draw is broken, the walls are moldy and chipped , the curtains have mold all over them, roaches are running around, and its gets worse that any room I wouldve gone to would have been the same issue because my family reserved other rooms there too and literally same experience. Everywhere you turn people are smoking, groups or people, they leave their room doors open like it was some apartment complex in an urban area, it was so dirty, the air was terrible, you can tell they do not thoroughly clean and situate the rooms before another customer comes in. They advertise having restaurants , yet I ended up spending so much on eating out because the restaurants there were shut down. I stayed the one night and left the next day, I did not feel safe at all. Terrible experience. If you can please assist with a refund from them.

    Business Response

    Date: 04/10/2024

    ***************** I apologize if you did not enjoy your stay at Seralago Hotel, after checking into your concerns i have decided not to issue a refund.  I 

    Customer Answer

    Date: 04/10/2024

     
    Complaint: 21436760

    I am rejecting this response because:
    How can a refund not be issued due to your safety and health hazards within that hotel? I wrote everything the first time about why I should be issued an refund. Online is not the same as advertised either. How can a business be ran like that, like an apartment complex? I will like my refund back as soon as possible.

    Sincerely,

    *********************

    Business Response

    Date: 04/23/2024

    ***************** I a sorry you feel that way but i stand by my decision

    Customer Answer

    Date: 04/23/2024

     
    Complaint: 21436760

    For one, check your grammar before sending any messages, you own a business , write like you own the business and speak like it too. Stop responding back since you are refusing to do the right thing. You mustve received many complaints thats why you are refusing to give me back my $100 sum refund. Its okay. If you want to keep it , go ahead and keep it because you need it more than I do. Maybe that $100 sum refund that you refuse to give back can help put towards extermination of those roaches, or maybe it can be put towards the fixing the furniture or buying bleach to clear the air, clean the carpet and clean the moldy curtains and beddings. This will continue to be an issue for not me but for your business. As *** said , you need it more than I do. God bless you and that company. 
    Sincerely,

    *********************

  • Initial Complaint

    Date:03/11/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello,I check into the seralago hotel and suites on Friday, March ****** around noon. I upgraded my room due to my current situation I didnt want any room with carpet or on the upper level. On that very same day I paid a total of $233.95($50/night plus tax for the upgrade) including the $100.00 security deposit. Upon arrival I inquire about the hotel onsite restaurants the representative said they are no longer open due to a third party situation. I told them that was an inconvenience and that it false advertisement it is all over the their website and on their signs in front of the hotel. I book a two night stay through Groupon for my birthday and paid $125.10. The service at the hotel *****, there is always one person working at the front desk, no one answers the phone, their rooms is infested with mold, mildew, ants, roaches, broken furnitures, scrape painted furniture, dirty floors, the place is ghetto, people smoking everywhere, leaving their clothes and shoes outside or hang over the balcony, people putting chairs out sitting in front of the rooms, people in their rooms doing whatever with the doors wide open, and more. Also, every time I try to call for service or go in person for extra room supplies no response and no one come to drop it by or in a timely manner. In spite of it all my family and I try to make the best of it and it have gotten unbearable that we check out on Saturday, March 9th 2024, instead of Sunday, March 10th 2024 as plan. This trip for my birthday at seralago was a total waste of our time, money, and energy. I intend to get a full refund from seralago. Also, what really is bugging us is that there have been so many complaints, reviews, etc and nothing have been done to make seralago a better place instead that place is fully functioning for business and no improvements have been made. Someone need to shut down this place immediate and renovate it front the ground up.

    Business Response

    Date: 03/14/2024

    ****************** apologize for any inconvenience you had at Seralago Hotel, I will refund the upgrade charge we charged you but I am not going to refund the charges for Groupon

    Customer Answer

    Date: 03/14/2024

     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
    When should I be expecting this refund and how much will the refund be?


    Sincerely,

    ***************************

    Business Response

    Date: 03/14/2024

    Refund had been done today for $133.50

    Customer Answer

    Date: 03/14/2024

    Why only $133.50. I was charged $133.95. See the recent attachment.

    Business Response

    Date: 03/14/2024

    On 3/10 we refunded $20.45 and today we refunded $113.50 both came to $133.95, your folio is attached

  • Initial Complaint

    Date:02/21/2024

    Type:Product Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I booked two rooms with wooden floors, because my family is allergic to carpet. Four people have sinusitis and rhinitis. I asked for rooms with wooden floors, as described on the website. But when I got there, I checked in, went to the rooms, the rooms were horrible, dirty and it was impossible to sleep there. One of the rooms had rubbish from the previous guest, the beds were unmade, things were thrown on the floor. I went back to reception, complained and was told that the room on the website did not exist. In other words, they deceive the customer. To check in they asked for a credit card, in good faith I gave my card, they charged me US$ ****** even though I hadn't even stayed in the room for 5 minutes. I've already requested a refund, but they don't want to return it. They claim it is the hotel's policy. But I didn't stay at the hotel because of things beyond my control. Firstly, they sell rooms with wooden floors on the website, but they gave me a room with carpet, and it was still dirty. I booked the hotel to stay at the hotel, but I can't afford to stay in a hotel like this, as shown in the photos. I want my money back.

    Business Response

    Date: 03/18/2024

    ********************* was the reservation under your name or do you know the room number because i cannot find it under the name provided

  • Initial Complaint

    Date:07/10/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Being currently in between homes I booked a night at this hotel on July 6 2023. The first room I attempted to stay in was completely unsanitary and dangerous as there was a wet mildew carpet, and a hole in the wall that nearly could go directly to the outside. I also found a used incense and nail in my sheets luckily before I laid down, my two options in the room being that bed or one with completely broken mattress. After waiting 25 minutes on hold for the front desk I hung up and dialed again and was finally moved into a new room which despite specifically stating smoke free the room immediately smelled of smoke and also had numerous holes in the wall tho luckily none of them leading to the outside. I walked around to check out the area and on the playground there was a broken bench with pieces of it just scattered through with nails and screws just left in the wood. I felt unsafe and it felt unhealthy and I will never be staying here again

Seralago Hotel & Suites Main Gate East is NOT a BBB Accredited Business.

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