ComplaintsforKalahari Resort

• Initial Complaint

  09/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My wife just got an email this morning explaining that for our stay on September 23 there will be some rides closed due to renovations. I understand renovations are a thing that happens with businesses. However, this wouldn’t be a huge deal if she wasn’t planning to solely be in the one ride our entire stay. Due to her being pregnant. We’re going with family and can’t rearrange work schedules this close to the stay. It’s a big let down that none of this was disclosed at the time of booking of even earlier than a week prior to our stay. We were even looking at renting one of those cabanas with a private pool so she could just relax, but $400 is really steep.

  Business response

  10/10/2024

  This guest has been called several times to discuss their most recent stay, and to offer a solution however both calls have gone to voicemail with no call back. 

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were disappointed with several aspects and have tried multiple times to resolve with the business directly. I called 3 days before arrival to apply a sale that was now running, was told I needed to speak to supervisor, no call back after 4 attempts, then asked in person at arrival, no contact from supervisor. Called at least 5 times since staying there, and even asked at checkout. Was given 4 different numbers, left messages at all, as well as front desk. My son was bit by a mouse in the indoor waterpark and could not get a supervisor's attention or time after several attempts. We booked 3 bedroom to be able to eat a meal or 2 in our room, had to call for plates and pans. Pans they brought were filthy and we washed before use. We spent a lot of money in 1 night between room cost, food/beverage, arcade, souvenirs, etc. We at least expected acknowledgement 1 time after asking for a supervisor 20 times. I have never heard of anyone getting bit by a mouse on vacation, we filled out an incident report with the paramedic and your employees witnessed it, I am beyond disappointed we received no contact, no follow-up. As a business owner, I would want to know if I had a client as upset as I am.

  Business response

  09/20/2024

  To Whom It May Concern,

  Please accept my sincere apology for the dissatisfaction you experienced. We strive to deliver products and services beyond expectations; we did not meet our own very high standards in this case.

  I am grateful for your email and feedback; we realize we have opportunities and will be using this feedback to make immediate improvements.
  Together with my team, I am confident we can regain your trust in Kalahari Resorts.

  Upon speaking with the complainant, it was determined that we would take 50% off their room rate for their stay. Thank you, have a great day!

  ****** ****

  Guest Services Supervisor

  
  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  During a day of my stay, the 28th, there was a chemical leak that resulted in not only a evacuation of the indoor waterpark, and local authority presence, but also an intense burning in both me and my guests eyes that left us dizzy and with irritated eyes for hours. The chemical in question was never disclosed, which was also odd. We were stuck outside with no access to our phones or items in our lockers for hours, in the hot sun without shade. We could not access our food outside, or anything that we brought. We had to buy expensive food outside as we had no way to access anything in our vehicle. We talked to what appeared to be a manager, named ********, and she told us there was nothing she could do to obtain our belongings. She told us to contact Guest Services. After finally being let back in, we immediately left with irritated eyes and lungs. This left us very unsatisfied with our stay, and hesitant on if we would return after how this issue was handled and how we were treated on the premises. I have been texting back and forth since the 29th with the “Guest Services” team. On the 29th, I was asked for my phone number and a time to call. I gave a time to call, and was never called. I texted again, and kept being told “someone will reach out when they’re available”. Since then, I have called 3 separate times. Twice right to voice mail. On the 31st, I received one call when I was unavailable. I called back within 20 minutes and was told I would be called back. Yet again, no call. It should not be this hard to talk to someone, especially when speaking directly to Guest Services.

  Business response

  09/11/2024

  To Whom It May Concern,

  Please accept my sincere apology for the dissatisfaction you experienced. We strive to deliver products and services beyond expectations; we did not meet our own very high standards in this case. We have attempted to reach out via phone and email, however, we have been unsuccessful. If you have any further questions or concerns, please feel free to contact us at (**** ******** ext. 0 and I am confident we will be able to assist you. Thank you and have a great day!

  ****** ****

  Guest Servies Supervisor 
  
  

• Initial Complaint

  09/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We bought 2 rooms and one of the rooms smelled so bad u couldnt even walk into it I called front desk they said they where at capacity and couldnt give me another room so they sent housekeeping. House keeeping told them it was a unbearable smell and needed to change rooms so again they sent up another housekeeper with air freshener and upon going in she said it was hard to breath and had to walk out. I called 4 times to speak to a supvisior and every time they said none available to busy. My son is asthmatic so had to have him sleep in the other room with everyone else. So we ended up sleeping in one room and I paid for two. They didnt care about our safety our health and showed no care that we had to sleep on top of each other and in filth. And not once did a supervisor call me to adress the situation even upon housekeeping twice told them that the room was horrific and on top of all the notes noted they still refused a refund for the one room

  Business response

  09/19/2024

  To Whom It May Concern, 

  Please accept my sincere apology for the dissatisfaction you experienced. We strive to deliver products and services beyond expectations; we did not meet our own very high standards in this case.
  I am grateful for your email and feedback; we realize we have opportunities and will be using this feedback to make immediate improvements.
  We have already spoken with the complainant, and compensation has already been provided prior to their departing of property. Per management, there will be no further compensation provided at this time. Thank you and have a great day!

   

  ****** ****

  Guest Service's Supervisor

   

• Initial Complaint

  07/24/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  We stayed at Kalahari beginning of July. It was myself, my husband and our 3 kids. From the moment we checked in, there was a slew of issues that followed. First thing is check in is at 4 and we got there at 415 and checked in at the kiosk. I was told our room is not ready and we didn’t get to get to our room until about 40 mins later. With three kids, one being a baby, this was extremely difficult to not have a room to go to after being told check in is at 4. The next issue was our room door, it was broken and did not close properly and had to be slammed hard as we could to shut it and lock it for safety. It scared my baby multiple times. For the amount we paid, I expected better quality. The next issue was mold found in the jets of the jacuzzi tub. It was substantial and my daughters could not take a bath because of the mold. The next large issue was that Kalahari decided to power wash the side of the building we were staying on and completely soaked our balcony so we could not use it for hours. We had belongings on the balcony that was blown around and soaked bc of this. It was extremely disappointing to my kids that they couldn’t eat breakfast on the balcony they were so excited about. We also paid for a reserved seating area with food and drink service and no one came over to help us for over an hour and when I called, I was told too bad, call this number and then no one answered. Overall I was very disappointed with our treatment and feels like we were treated poorly.

  Business response

  07/25/2024

  could not find the reservation for guest's recent visit. Reached out to guest via email to resolve the issue. 

  Customer response

  07/27/2024

  I have attached the invoice for Kalahari

  Business response

  07/29/2024

  Email communication with guest. Offered 50% off recent stay as a goodwill gesture since options to move rooms were available to do so and staffing available to clean the room as well. 

  Customer response

  07/30/2024

   
  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

  07/19/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  July 12, 2024 my family of 6 and I went to Kalahari Sandusky for a day of fun and enjoyment which we had until it was time to take showers and go to bed. I observed hair and a dirt ring in the tub and one of the beds sheets weren't changed there were crumbs, dirt and chewed gum in a wrapper under the sheets along with a Giant Eagle sticker on one of the pillows. I called front desk and requested a Supervisor to observe the issue I waited 25 minutes no one showed I called down again asking for a Supervisor and again I waited another 30 minutes before a young man came to give me sheets and I refused them and asked for a Supervisor. I called front desk and I was told someone will be to my room soon after another 30 minutes a Supervisor came observed the disgusting sheets and stated" she will let front desk know tlshe saw the bed" I called and asked for a compensation on my room and was told no one was available to do that at the moment but everyone in my room could get game cards. The next day I asked to speak with Management about the issue and was told they were busy but someone will contact me. No one ever called me and I have been calling everyday and leaving messages no call back from anyone

  Business response

  07/25/2024

  guest was compensated $175 in arcade cards for this issue. No further compensation will be given. 

• Initial Complaint

  06/25/2024

  Complaint Type:

  Facilities Issues

  Status:

  Answered

  More info

  I took my wheelchair bound twins who have Cerelbral palsy to enjoy themselves and I could not shower them due to the rust on the railings. The toilet was not clean as well. I asked for at least $ 1200.00 of my money back for my trouble and they refused and said they are refunding only $200.00 dollars back. I am requesting 1200.00 dollars back for my trouble and stress.

  Business response

  06/28/2024

  Called guest to discuss the issue.

  Guest did not disclose any of these issues while they were in house.

  Room changes or repairs could have resolved the issue.

  a goodwill gesture of $200 has already been refunded to guest.

  No additional compensation will be given. 

  Customer response

  06/28/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  There was no goodwill refunded to me, only $198.00 refund taken as incidentals fee was refunded to me. Also, I arrived on Wednesday June 19th in the evening so my twins were already showered and we busted rested in preparation to spend to with enjoying the arcade room. which is why I noticed it on Thursday after getting ready to turn in for the day. On Thursday as I was getting ready to use the shower I noticed the heavy rusted railings. I took pictures and did not want to walk the very long walk to the front desk to show them in person. I assumed that I could show as I was leaving the next day at 4:30 am. I was not aware that the desk would be closed. I am still requesting $1200.00 of the 3,000.00 spent in a refund. Again, I was not refunded $200.00 dollars goodwill.

  
  
  Sincerely,
  
  ***** *****

  Business response

  06/30/2024

  As a goodwill gesture, offered guest a complementary night stay. Guest declined the offer. No further compensation will be offered.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased day passes on Kalahari.com for my son and a friend on May 11, 2024. I needed two passes and the price had gone up from when they looked at it the day prior due to their demand pricing. I had to call my son to let him know the price had changed. Also, I needed to leave the shopping cart screen and refer to the screen prior to find out more information. When I went back to the shopping cart, it was not clear that the 2 tickets I added were still in my cart so I added 2 tickets thinking that the first set of tickets had been cleared when I left the cart. The tickets were going fast, so I was in a hurry to purchase them before they were out because my son and his friend were already midway into their 1.5 hour drive to the resort. It wasn't until the I saw the confirmation screen that I realized I had inadvertently purchased 4 tickets instead of 2. In a panic, I immediately called Kalahari looking to speak with ***************** Instead, I kept having to leave voice mail messages. I called over and over again trying to speak with a person. My mistake should have been able to be easily remedied since I reached out to them immediately. However, I could not reach anyone.In the meantime, my son got to Kalahari and explained the situation. They told my son that they refunded back the money for the 2 tickets that were mistakenly purchased and that the refund would come in 7 - 10 business days. Fast forward to now. I received my credit card statement with the charge of $379.96. It has been 30 days and my account was not credited. Kalahari should refund me the amount of $190. I immediately tried to reach them when I made the error and there is no reason why they should not give me back my money. I have contacted them multiple times since I got my credit card statement. I'm just put into voicemail and do not get any calls back.

  Business response

  06/25/2024

  Hello,  Thank you for letting us know that your refund has not been processed. I am looking into this with our finance department. Please contact me directly. ***********************************.  My name is *********************** and I am the director of the park. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My family of 5 stayed at Kalahari 5/27/2024 and at 2:30pm, an hour after arriving, we were injured on the large Family raft slide.The raft was in disrepair, and my wife, 9 year old and 14 year old son experienced difficulty starting the ride. The employee who pushes the raft into the slide failed and retried 3x before they successfully entered the slide.The ride is supposed to conclude with one raft exiting the ride, before the next raft enters. There is a lifeguard at the bottom who helps you exit and then signals to the top to send the next group.My 12 year old son and I, a combined 450lbs were sent down next. Once in the ride I heard my 9 year old screaming in fear and my wife yelling stop! It was only because of this that I reduced our speed as best I could by leaning backwards, but we collided full force with their raft as they were lodged in the middle of the slide and had never exited the bottom.The collision resulted in my wife having rib, back and neck pain that made it impossible for her to continue riding any of the slides. And my 9 year old is now having back pain and worse, he is emotionally upset and now afraid of the rides.The accident was caused due to employee negligence, and ruined our family vacation.We waited for 30 minutes for a manager, after informing the lifeguard. In the meantime another family got stuck in the ride, but they were made aware since we had already informed them. They continued using the ride after dislodging that family.We asked to speak to a manager. We got no such luck. I called guest services from my room, and was told the hotel has nothing to do with the water park, and was transferred to the water park where no answer was made and I left a voicemail with my room and phone. I have received no contact from Kalahari. We left the park this morning, and were told checkout is automatic so no one has addressed this situation and it is impossible to speak to anyone other than teenage employees.

  Business response

  06/12/2024

  Hello,

  I apologize that this happened to you and your family while visiting our waterpark. I will be contacting you through your personal e-mail to resolve this issue.

  Thank you, 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On May 27,2024 we checked in for a 4 pm arrival time at 6:10 pm I called front desk requesting service **** stated my room was now available and he would ***** us a 2 pm late check out for the inconvenience of sitting in the lobby for two hours with small children! On May 28 at 10:30 ****** went into my room stripped it down and start cleaning it with my things in there! I notified ***** supervisor of housekeeping she sent me down to from desk very apologetic and **** THE TERROR OF A SUPERVISOR AT THE ***** DESK offered 2 arcade cards and said she couldnt do anything else very rudely! I want half of my money. Initially I would have accepted a commentary night now I wish to NEVER RETURN!

  Business response

  06/08/2024

  As a goodwill gesture, guest will be refunded half the room night.

*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. ↩