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Business Profile

Hotels

Seralogo Hotel and Suites Main Gate East

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:05/29/2024

    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.
    We booked a 4 night stay, at seralago hotel. From April 26th to the 29th. We checked out a day early (we returned the key and cleaned the room) we weren't able to go to the 2nd planned location, so we asked if we could just come back. They said EVERYTHING WAS CLEARED ( and the $100 deposit was too) AND, we would have to make another reservation for the 1 day. So, we did (and had to put another $100 deposit down. They said the early release and deposit, would take 15 - 30 days to be returned (which is insane) well, I called today (may 29th) and said we never received anything! They insisted we left a day late!!!! When they clearly took our key!! AND, they said housekeeping saw a bag in the room, so they charged us for another day!!? Don't you think they should have contacted us about it first?!?!?!? They never contacted us, but today when I called, then she told me that. We should have gotten the $100 deposit and the day we didn't stay there. We did book another separate reservation for the 27th, and PAID for that reservation plus, another $100 deposit!! (That was a different card though)

    Business Response

    Date: 06/19/2024

    Mrs. Scaccio, we show you were in the room and therefore we would not issue a refund

    Customer Answer

    Date: 07/03/2024

     Also,, to add; One would think, if a bag was left there, they would have/should have contacted us about it. If I didn't call about this situation, I wouldn't have even known that the bag was left behind. And, WHAT did they DO with the bag? And the contents thereof????!

    Customer Answer

    Date: 07/09/2024

    Date Sent: 7/3/2024 12:30:11 PM
     Also,, to add; One would think, if a bag was left there, they would have/should have contacted us about it. If I didn't call about this situation, I wouldn't have even known that the bag was left behind. And, WHAT did they DO with the bag? And the contents thereof????!

    Business Response

    Date: 07/15/2024

    *******************, I show you were still in the room, no items were reported from that room after check out and we will still not offer a refund

    Customer Answer

    Date: 07/23/2024

     
    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,

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

    Customer Answer

    Date: 08/29/2024

    This company should be closed down! I'm sure that we are not the only ones they have done this to! They should be ashamed of themselves. Maybe $100/$200 isn't a big deal to them, (not to mention the suitcase and its contents) , but certainly means a LOT to us. What they did was totally unethical,  an plain wrong on many levels. All we ask is the return of what was promised to us at check-in AND check out!! If they don't have the bag and the contents, then compensation should be included. This is now beyond unacceptable!!!

    Customer Answer

    Date: 09/03/2024

    This company should be closed down! I'm sure that we are not the only ones they have done this to! They should be ashamed of themselves. Maybe $100/$200 isn't a big deal to them, (not to mention the suitcase and its contents) , but certainly means a LOT to us. What they did was totally unethical,  an plain wrong on many levels. All we ask is the return of what was promised to us at check-in AND check out!! If they don't have the bag and the contents, then compensation should be included. This is now beyond unacceptable!!!

    Business Response

    Date: 09/10/2024

    Mrs. ******** we are not holding any money of yours, we authorized your card for the $100 for you room after you check out we release the authorization.  If you still see pending on your account for the authorization then we would still be holding that amount but if you do not see pending the authorization has been released.  You will not see $100 deducted from your account nor will you see a deposit for $100 because it is an authorization only.  Any other charges are not refundable and will not be refunded.

  • Initial Complaint

    Date:07/10/2023

    Type:Product 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.
    I had stayed in this hotel for a week I had to stay in 3 almost 4 rooms. Each room had a different issue. First room was in such poor condition we could not sleep in it. The second room had concerns of bed bugs. The last room had water filtering through the floor at all times of the day. Every room had mold in the bathroom. My family is prone to several serious health issues. The staff did not care at all and the “GM” was no where to be see and had never attempted to reach any of the 6 members in my group. For evidence and further information please contact my email.

    Business Response

    Date: 08/02/2023

    Mr. ********* I do not show a reservation under your name, what name was on the reservation and what was the dates booked?

    Customer Answer

    Date: 08/04/2023



    Complaint: ********



    I am rejecting this response because:

    not was booked under my mothers name Maria Lora from July 2nd to the 10th



    Sincerely,



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

Seralogo Hotel and Suites Main Gate East is NOT a BBB Accredited Business.

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