Seralago Hotel & Suites Main Gate East in Kissimmee, FL

Checked in Thursday night May 7th at 9pm checked out an hour later 10pm. I would not have been able to spend the night there the beds were super uncomfortable. The bathroom was nasty and the bathtub was disgusting did not even ask for my money back due to the fact that the hotel probably needs it more than me

from the outside this place looks ok. unfortunately the maintenance of the rooms is superficial. had a serious asthma attack: the room was heavily sanitized to cover up the smell of the mold which reared up in the middle of the night. They did nothing to compensate me when I advised them of how bad it is in that room. They should be ashamed to put guests in a room so badly cared for

The front staff was very friendly and allowed us to change rooms due to noice from stairs going upstairs. rooms were fairly clean. They allowed us to stay in the 900 building with pet. Hot tub and pool was nice while the weather was warm. One problem was on the 3rd day of our stay noticed a roach, killed it, then the last day saw another one.killed that. I hate bugs. Iwould stay again, hopefully no problems like this I did like that our room was a no smoking room and on ground floor, can't climb stairs due to knee surgery.

We booked through Priceline(non refundable) for 16 days. March 16th-April 1st. 1st we check in, had altercation because of a deposit & resort fees I had to pay weren't included in my booking. Get through with that then, find out housekeeping was not doing services other than to replenish towels. Ok understandable. Tiki bar was closed. Ok understandable. Unfortunately due to COVID19 we had to check out early(March 22nd) because our home state was going to state at home orders and Florida cases were rising daily in alarming numbers yet, things like fun spot, old town etc were still open. I alerted the front desk employee Ennis that we had to check out early and the circumstances. He informed me that the hotel would credit back the unused days of the resort fees(seperate credit card used for that upon check in) and the hotel is issuing refunds of the remainder of days unused because of circumstances but, would have to contact priceline for the refund. I got in touch with priceline on March 23rd to request a refund and what the hotel told me. They said they would need to reach out to the hotel to confirm early check out and verify refund policy due to the current COVID19 situation. Priceline could not get a hold of anyone to confirm. On March 31st(high call volume due to covid19)I called Priceline again and was told they would send an email to the hotel and to call back in 48 hours if I have not recieved an email. I did not. I called priceline again on Friday and they got a hold of someone who told them it takes 72 hours to respond to emails that aren't of emergency. That takes me to today, April 6th. I recieved an email from Priceline(I have that email for reference) stating that they contacted The Seralago and was unable to get approval of my refund therefore, my booking is still considered non refundable. Your front desk employee lied. I had other events planned(non refundable) and each one was refunded with no questions asked. I will use every venue in my quest to make sure no other guest has to encounter this kind of undue stress. With the world in a national pandemic, this should be the last thing someone should have to worry about. As a business,your customers should be top priority. Without us, you wouldn't have a hotel!

Booked this Hotel thru Priceline on Monday March 23rd 2020, After which I had stayed at this hotel the week before with out this issue. SO I get to the hotel and check in with the front desk ( to which is the rudest person alive ). I am then told that there is a 100 dollar additional hold for my stay WAIT WHAT, I have stayed at this hotel 5 times and no depoist of 100 dollars, so I call priceline and they say they can cancel my reservation but charge me for one night. Again what I made this reservation 1 hour prior to this happening. So I decide to eat crow and go pay the stupid 100 dollar fee for a hotel that has no mini bar and rust all over the bathroom. So I go inside and the front desk lady tells me she canceled my reservation and calls security. No explanation nothing so I call priceline again and now they will not give me a refund of any sort not even the other 3 nights. THIS IS A SCAM, I have recieved no cancelation email or documentation no documentation on the one night I have been charged for, all that says is they no what your bank looks for so you can disput the charge.. stay away stay away stay away..