Complaints

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.

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 a 12 day stay starting Mar 5th 2023 through groupon based on photos posted on groupon. Seralago states they have covid disinfecting in place yet the rooms were horrible the basic cleaning was not done yet alone disinfected. We looked at 3 rooms which all were disgusting and unsanitary. After about 1 hr we decided to cancel and find another hotel for safety reasons. We were refunded our fees and told that we would receive a full refund but were told that we need to be refunded the 12 days through groupon after 2 weeks of waiting we are being told by groupon that Seralago isn't returning there messages. I will be contacting my credit card for a refund but would like to file a complaint for false advertising based on sanitation and none refund.

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 check into the hotel at 330 in the morning and the room i checked into was dirty, smelly, air conditioner leaked, did not lock (the lock was broken), and the roof was tarped. They promise internet access in the rooms and there is none. Due to the hour i checked in from a late flight i was force to spend the night in that nasty room because the front desk did not have any rooms available. The next morning i asked to be changed to different room and this one was not much better. I purchased my room thought price line and had no choice but to stay because price line does not issues refunds. And on top of the rooms being nasty, the roof is being together with tarps, there is even moss growing on the roof. This hotel needs to be shut down, it is unfit for habitation, I will be reporting them to the City Code Enforcement and Health Department (because of the mold in my room i got sick) and also the Federal Trade Commission. By the way i had booked two reservation through price line because my trip was extended so i was forced to stay from February 10, 2023 to February 15, 2023.

• Initial Complaint

  Date:12/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have been staying in this hotel since December 12. I have asked multiple times for things to be fixed nothing has been fixed.My tub has water all through the frame. The frame comes off of the side of the walls. Theres water leaking at the bottom of it when you step into the shower and on top of that theres roaches all through this room Ive spoken to management multiple times Ive made a report and still it seems like nobody cares or wants to do anything about it. Ive been spending over $1000 to stay here since December 12 now today is December 26 and still nothing has been done.I am paying a $13 resort fee for nothing. There is nothing about a resort about this place is nothing but a drug infested ***** infested building. You guys have gas paying all this money for no services no nothing you guys have people making reports and still nothing it took them eight hours to just give me some towels and I spoke to the manager on that day with my towels and everything else, and I had told him about the roaches once before still nothing happened I would really like for my money to be back into my pocket because after spending all this money with you guys and you guys called us a so-called resort, but nothing works. You guys have everything is broken you have roaches all through it Im not the only person who knows do you guys have roaches because its all on your ****** reviews and everything else .And on top of that Im staying in a kids suite that has nothing that any of the other kids suites have you pay 100 and something dollars a night for the stupid rooms for nothing and then on top of that you guys only have amenities from Thursday to Sunday no restaurant no nothing.The only good thing about this hotel, and the only two good stuff that they have is ******* who is the front desk lady and the young lady who is a security guard here they seem like the only people know how to do their jobs and its kind of hard for them to do their jobs with management.

  Business Response

  Date: 01/13/2023

  Dahje ******* stayed in the same room for their entire stay, in fact extended their stay two times and stayed in same room. The hotel has on record that she complained about garbage left in an outside garbage can for 2 days and to appease her (because she was extremely rude to staff) we refunded her resort fee. We have 614 rooms and would have been happy to change her room. Also ******************** never asked to speak to management. Hotel members went above and beyond to meet ******************** expectations. We will not issue a refund because again when given the opportunity to seek lodging elsewhere or change rooms, Dahje ******* chose to stay in the same room for three different reservations (12/11 to 12/19, 12/19 to 12/23 and 12/23 to 12/27). 

• Initial Complaint

  Date:11/29/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We were misled on the conditions of our room reservations on Thanksgiving weekend. The two rooms we reserved looked nothing like what was being present online through Hotwire. We arrived late around 7pm and were assigned a filthy room. We went back to the front desk, and they assign another disgusting room. Our grandkids were having a cheer competition that required us to attend two full days making it impossible to re-book another hotel and move our belongings.Both rooms were filthy, never sanitized, never cleaned and had a stench that permeated the room of a wet dog. The doors were not functional and hard to open. Furniture was sticky. The couch had grounded in stains.The carpet was so stained and beyond cleaning that we keep our shoes on at all times. We never did shower due to the walls falling into the tub and hot water issues.The microwave wasn't cleaned and had dingy inside walls and bottom.We were being deceived by the online photos Seralago's hotel presented on Hotwire as clean and tidy place to sleep. The reality of the room was completely opposite of what was online. This was blatantly false advertisement to lure in guest for a night's stay.

  Business Response

  Date: 12/06/2022

  First and foremost we are disappointed that **************** did not enjoy his stay and we did not meet this expectation. We are also disappointed that **************** did not bring his concerns to management attention during his stay and given us an opportunity to find accommodations more to his liking. **************** paid a third party for his stay and therefore he must contact that company to get a refund. The hotel has issued a refund to his travel agent and therefore we ask **************** to please contact his travel agent and request a refund.

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  My name is*************** my cell number is ************. My confirmation number for my reservation for the hotel is************. First off i never had so much bad experience with a hotel until now. I place my room online and paid for it on the website said i had to pay a resort fee. $50 when we got there they want 79.00 for resort fee and a 100 deposit which should have been taking care of because i paid online. So when i finaaly paid the 179. We get our room key the room was not clean the bathroom had mold on it as well as paint coming off and the tub was nasty.i would give yall a 0 if i could. Also I have been trying to contact Robin. I stayed at your hotel from July 14, and I checked out on the 21st at 2am. I have not received my deposit back the room was not messed up or tore up so I don't understand why yall didn't return my deposit. I would never stay

• Initial Complaint

  Date:07/31/2022

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  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 a 2 night stay with my wife starting on July 28, 2022. The room we got had a broken AC. We were too tired as we had gotten there around 11 pm and just stayed there. Next day we told front desk and they moved us to a smoking room, which was fine because we smoke, but the room was dirty and had half a roll of toilet paper and no replacement. We booked a third night on July 30, 3022, anyway because we extended our plans and an employee named Wanda helped me. On the morning of checkout July 31, 2022, which is at 11 am, a couple walked into our room with a keycard at 8:25 am. They saw us and apologized and left. We were very startled but tried to go back to sleep. Around 9 am security comes banging on the door so we open and he says he was sent because he was told our room was supposed to be vacant but there were people inside. I went to the front desk to talk to someone and and the employee who's name I can't remember but it was a woman manager, was very rude and tried telling me several times that I was in the wrong room even though I had the keycard with the room number which worked for said room for 2 days. She offered no apology or help of any sort and told me to call management without even providing me a number. Worst hotel experience I've ever had

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 10, 2022/09/02) */ Mr ****** I have read your complaint and I am sorry you feel Seralago Hotel & Suites is the worst experience you ever had. I have reviewed your stay here and I only found you informed us that the A/C did not work and we moved your room. I did not see any other interaction between you and us since. Consumer Response /* (3000, 12, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The final interaction was right before the check out. I went in to complain about someone coming into our room and security banging on the door. I was told to leave because I was upset at being woken up early and having to deal with that right before checking out.

• Initial Complaint

  Date:06/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Booked 3 night la at this hotel for my children and I. It was filthy. Black dirt all over the bathroom floor. Dirt piled up in corners of the bathroom. Bathtub was covered in dirt. Cockroaches crawling on walls. No running water for four hours on the last night we stayed there. Tried leaving several messages for Chris the manager and he never returned calls.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/21) */ I talked with Mrs. ****** about her stay and she told me she did not have a pleasurable stay with seralago hotel. I offered Mrs. ****** a 2 night stay certificate or i could take 2 nights off her past stay and she chose the 2 nights off her past stay. Consumer Response /* (2000, 7, 2022/06/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) They manager worked with me on this matter. It was resolved

• Initial Complaint

  Date:06/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Cash was paid the 06/12/2022 in front desk for the amount of $78.00 and is not because the amount I'm leaving this complain here ,they are unconstitutional , unconsidered I gave them millions reason to refund the money back and the guy on charge denied and refused to pay me back the money there's were no room same night at the time I got the room and they give me a receipt same night I got with booking , even if they saying checking is at 4 pm , I pay the 13 of June at 1am but for some reason he said I paid the 12 of June which is not true, I still need my money back since after I pay I didn't know that the room wasn't done or ready to occupy, I ask to exchange the room or money back , there were no water in the shower , no clean blanket , food in the fridge from who knows, bed bugs , cockroaches, mold which my daughter and I got really such and coughing. I deserve my money back again

  Business Response

  Date: 08/02/2022

  Business Response /* (1000, 5, 2022/06/20) */ Dear Ms. ******* I could not find your reservation, did you book it under a different name? Is Joy ******* your full name? What room did you stay in? Also did you book the room directly with the hotel or through a third party? Please answer these questions so I can assist you.

• Initial Complaint

  Date:05/16/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  As I walked into my room I saw black mold just about everywhere along with stains, broken tile floor and just disgusting. I asked for a refund and the front desk refused. I woke up next morning with my throat hurting and I am disabled and was staying there to recover from surgery and it was a nightmare and unacceptable.

  Business Response

  Date: 06/17/2022

  Business Response /* (1000, 5, 2022/05/18) */ To whom it may concern, Mr. ******* has stayed here on several occasions and we truly appreciate his patronage. We are sincerely disappointed that he did not enjoy his stay on his last visit. Currently room**** is occupied and we have not been able to check the room, the current guest will be occupying the room for 28 days and they have not complained. Nonetheless Mr. ******* had issues with the room and therefore we refunded $40.88 for the resort fees to his credit card ending in ****. We have also refunded one day of this stay for the inconvenience he endured for moving rooms. We also refunded one day of his stay; Mr. ******* stayed in room for 4 days without requesting a room move. We advise Mr. ******* to contact "BED4TRavel" and inform them that he is due one day refund. Unfortunately we can not do this because we are not the customer and because he paid them directly. Attached are the receipts showing refunds. Again we are sadden that Mr. ******* did not enjoy his stay and we hope that he will give us another opportunity when his travel plans again brings him to the Kissimmee area.