We have been staying at Seralago 3-4 times per year for the last 5 years. We have always called it our little "home away from home". While the rooms were a bit outdated, they were well worth the repeat guest poolside rate. We knew many of the hotel staff by name, Sam was our favorite waiter, Gary was our favorite bartender, etc...Even the front desk clerks were extremely helpful and polite, whether in person or via phone.
HOWEVER, the property was sold in 2012. We started noticing small changes here and there, but nothing major, just a difference in morale mostly..While they WERE trying to renovate the pool areas, and some of the rooms, it seemed that customer service was taking a backseat to ratings...
THIS became VERY apparent this past weekend. We had 2 rooms booked and paid for poolside for 4 nights. Our adult children in one and my husband and I in another. We arrived before they did, and checked in for both rooms.. We were extremely pleased with the renovations that these rooms had done!!! What a HUGE improvement...Well, sadly, this is exactly where our happy vacation story ends and the WORST humiliation, mortification and degradation of our entire lifetime begins.
My husband and I headed out to the pool. YES, it IS a beautiful area, that at least has NOT changed. A couple of hours later we wandered over to the bar area to see Gary. We were saddened to learn that he was no longer there...That he had just NOT shown up for work one day, after being there for 10 years????? Ok so a minor disappointment. The lady bartender seemed friendly enough and made very good fruity drinks. My husband enjoyed his marguerita...
We stayed at the pool for a couple more hours then headed over to sit at the table in front of the tiki bar, leaving the rest of our party by the pool (we had enough sun) . There were a few more patrons by this point as it was almost evening. Here it begins!! I had to wait SEVERAL times to get our order while the bartender either finished a conversation with her boyfriend or fed him more drinks. We later learned that he does NOT pay for these drinks, as he told us this himself. Ok, so maybe she is new? Around 730 pm we ordered our last drink, told the bartender it was the last. She ASKED us if we wanted to charge that last round to our room...Sure, why not, easier for me than to collect each persons share. after bidding us farewell, off we went back to our room
We went to our room, took showers, and had just settled down to some music when there was a loud knock on the door. It was a SECURITY guard. He asked why we had "skipped" out on our bar tab...We informed him that we had charged it to the room..He said we did not have a credit card attached to the room, only a debit card, and that we needed to go pay it. I had forgotten that we had used the CREDIT card on the other room..So We ASSURED him we would get with everyone and get it taken care of...We KNEW the bar did not close until Midnight so we knew we had time to get it all straightened out.
My, oh MY, where we were SADLY mistaken!!! a little bit later, there is a peculiar knock on the door, like our kids would do.. So we took our time getting to it, thinking all the while it was our kids. Upon opening the door, we were greeted by TWO Sheriff's Deputies and the security guard!!!!! Still not realizing what was happening I asked if I could help them, thinking they had the wrong room. Well let me tell you something..These two Officers were two of the RUDEST people I have EVER had the misfortune to encounter!!!! Their first ACCUSATION was we had "skipped out on our bar tab and if we didnt pay it we would be going to jail"...Seriously????? It was not even 11 PM yet.. I TRIED to explain the situation to them, immediately just sent my nephew down with MY credit card to pay ...get this...$40 DOLLARS!!! Now is that something people do when they are staying somewhere for 4 nights??
Anyways, there was no talking to these Deputies, they did not want to hear ANYTHING we had to say. they told us that management wanted us to leave immediately and that we were trespassed indefinitely!!! WHAAAAT????? We were in complete and utter shock!! We asked immediately to speak with the Manager, but they refused to allow us to do ANYTHING..We couldn't even reason with them. I asked what we were supposed to do since we had already paid for 4 nights for two rooms...Their response " we do not care but you are leaving or we are taking you to jail"!!! All the while the security guard stood there looking thoroughly embarrassed.
Thank the good Lord my daughter managed to get us a room at the dump (yet clean) Motel 6 across the street. However they let our kids keep THEIR room, which we had ALSO paid for.
So there you have it...REPEAT guests of five years thrown out and treated like criminals, all over a $40 bar tab, that was GOING to be paid. Is it OUR fault the bartender apparently did not understand their policy?? Is it OUR fault that she decided to close EARLY?? None of this was warranted nor deserved. When I called the next morning and spoke with the Manager Lewis who had helped us check in, he was horrified to hear the treatment we had encountered and could not apologize enough...Now HE is a keeper!!!! Unfortunately he did not have the authority to change anything. So we spent our FAMILY vacation in SEPARATE hotels!!!
I am angry, upset, humiliated, mortified and embarrassed beyond all that is good that this happened to us!! we are law abiding citizens and neither one of us has ever even had so much as a blemish on our record!!!
So this is what you can expect from this new Owner people!!! Be warned, be CAREFUL!! apparently if you SNEEZE wrong you could get asked to leave and trespassed!!!
It is truly a shame, as this was our favorite place for short getaways..Regardless of whether they lift the trespass, we will NEVER grace this hotel with our presence again!!!!
- Official Description (provided by the hotel):
- Conveniently located in Kissimmee, the Seralago Hotel & Suites offers one of the best values in the area. Relax in one of our 614 rooms and suites, swim in our 2 heated, Olympic-style swimming pools or let the kids splash in our kiddie pool. You've found the hotel that allows you to stay right near all the Orlando and Kissimmee attractions you've come to experience - Magic Kingdom(R) Park, Disney's Hollywood Studios™, Epcot(R), Disney's Animal Kingdom(R) Theme Park, ESPN Wide World of Sports(R) Complex, SeaWorld Orlando, Discovery Cove, Aquatica and Universal Studios Florida(R)/Islands of Adventure(R) and CitiWalk - while providing you with a nearly unlimited number of things to do when you're not experiencing the magic of the theme parks. Additional services include transportation to Walt Disney World, SeaWorld Orlando and Universal Studios, Disney tickets at our Guest Services Desk to help you customize your experience to fit you plan and budget and welcome information that will provide you with tips on getting the most out of your vacation. With a professional staff and family-friendly accommodations at a great value, our hotel is the best way to experience all that the Orlando region has to offer. Whether you are staying with us for your family vacation, family reunion, wedding, convention, trade show or sports event you'll find everything you need close by. ... more less
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- Also Known As:
- Seralago Hotel Kissimmee
- Seralago Kissimmee