ComplaintsforKalahari Resort

• Initial Complaint

  10/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello Me and my girlfriend went to stay overnight for a little getaway at the ******** Kalahari upon purchasing everything in advance online as we approached the check in I was told i needed to pre authorize a 200 dollar charge onto my card for any amenities that we had for the night (dinner, arcarde, gift shops, etc...) and on the Kalahari website it states any funds out of the 200 that was preauthorized will be returned to the card that was preauthorized. So i thought cool that shouldn't be an issue well I got my invoice and the 200 preauthorized never showed up on my invoice but its pending on my card and my folio balance is ***** which that should have been covered from the 200 that was preauthorized which means I should be receiving a ****** Credit back onto my card that I have not yet received, PLEASE HELP

  Business response

  11/07/2023

  Good evening, I am happy to hear a member of our billing team was able to reach out and get this issue taken care of!

• Initial Complaint

  08/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  customer service representative, ***, refused to give me my NYS DOCCS / first responder discount which i am entitled and when told i was eligible hiked the rates up. later she refused to give her name and refused to allow me to speak to a supervisor. i was trying to book a king whirlpool suit for 2 mights 3 days oct 10 through 12, 2023 at Sandusky Ohio location with my discount

  Business response

  08/20/2023

  Good morning, a member of our leadership team has tried to reach out and left a voicemail.

• Initial Complaint

  08/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Checked in on July 31. My card was charged a $200 deposit to cover any charges made while staying. I kept careful track to make sure that my family did not go over this $200. We left on August 4th, and had spent $199.14. I assumed within a few days I would have the 86 cents credited to my account as this is what had happened the previous 2 years when we visited. Instead, today 4 days after we left my card was charged again for $199.14. So not I have charges totaling $399.14 on my bank account. I can't afford to be $200 short on my bank account. What was the purpose of placing the hold if they were just going to charge my card for the total anyway? I spoke to someone today that said that holds were refunded within 3 days of leaving. I said that it had been 4 days and was given a number and extension to call to speak to someone. I called and there was no answer so I left a message. I can not wait days to get a response as I need this money back in my account! I spent over 2 grand on this stay and for them to overcharge me is ridiculous.

  Business response

  08/13/2023

  A member of Kalahari's Guest Billing Team has reached out in regards to this.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 27, 2023 I purchased 4 day passes for the indoor water park at Sandusky,OH for admission on July 28 2023.During the process there were numerous issues with the payment form rejecting both me and my husbands visa debit cards numerous times. I tried multiple times calling for assistance only to be hung up on transferred, or have no one answer. We then used my husbands capital one Mastercard and it approved transaction. Upon arrival, we were denied admission because we didn’t bring the card with us or have a screen shot of the card. My mother then had to repurchase our tickets. We were told 3-5 business days we would be refunded and still have not been. Then on August 5 our bank sent us an alert that Kalahari was attempting to suddenly process the a transaction from July 27 for $600 which would have been 3x the purchase a week after our visit luckily it was stopped by the bank. This was our first and last time visiting your resort and I would greatly appreciate my money back, as your staff still continues to hang up on me or place me on an endless hold. Truly terrible experience I have attached our credit card receipt

  Business response

  08/08/2023

  Hello,

  We have processed your refund for $159.96. You should see the refund in 3-5 business days. 

  Thank You,

  ***** ******

  Waterpark Director

  419. ******** ext. *****

  Customer response

  08/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  as you can see I’ve attached the receipt showing the purchase on July 27. Today is august 8 we are past 3-5 days now
  Sincerely,
  
  ****** And ******** ****

• Initial Complaint

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I was charged $500 for a room damage fee because their smoke detector went off. It was undamaged and not due to smoke. It went off while we were cooking in the rooms kitchen. I would like the $500 they charged my credit card refunded.

  Business response

  07/18/2023

  Good afternoon, I am glad to hear our corporate team has been in touch with you. Please note the $500 damage fee has been refunded.

  Customer response

  07/25/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have been checking my credit card account daily and I have yet to see any credit of any kind. 
  
  Sincerely,
  
  ****** ********

  Business response

  08/08/2023

  Good afternoon, your refund of $500 was processed on 07/26. This could take 10-14 business days to show up on your account.

   

  Customer response

  08/09/2023

  
  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

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I visited kalahari Sandusky from 6/22-6/23/2023. When arriving, Myself, sister, my son and niece all went to our reserved room. This is where the disaster began. One of the kids went to use the bathroom right away, to which they came out saying they almost fell off the toilet, it was coming up off of the floor, wobbly and moving all around. I went in to check, the toilet in fact was not connected to the floor properly at all! You Could completely tip the toilet over if you had tried! I then noticed that the bathtub/shower was filthy, globs of hair and muddy foot prints were in the tub! I walked out to look around the rest of the room & see that the a/c unit looks to be coming off of the wall, the casing to it was falling off. To which I then noticed how disgusting, that itself was. There was gunk and dust everywhere. It looked wet and caked onto the vent part of the unit where the air blows out of, as well as all over the rest of it inside! Next I pulled Out the couch bed, to which I noticed was broken & the blankets looked like they had not been washed at all! Went to the front desk, after waiting 45min they switched our room & gave me a few things to “try” and make up For it. (Game card & breakfast voucher). They the new room wasn’t better, bathroom was still very disgusting & looked as though house keeping didn’t wash the tub out. The a/c again was filthy, the filter to the ac unit was caked with dust balls, which I tried to clean myself. At this point we had wasted well over 3 hours with the switching of the rooms and waiting, the kids were getting upset & I already wanted to go home!!! The blankets (brown) on the beds were disgusting, had stains on them and something hard all over the one! The soap dispenser was broken off the wall as well! So many safety hazards for children here! Broken toilets, fixtures, breathing in all that dust! 0/10- would not recommend this place! ( I have plenty of pictures & video to prove these allegations).

  Business response

  06/27/2023

  This guest has been contacted and her concerns have been addressed and resolved. 

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am following up on a credit issued by Kalahari Resort, OH on 4/20/23 to card ending in ****. The reservation was made to Kalahari Resort on 9/4/22 to the card ending in **** for 503.99. The card was closed soon thereafter and the reservation was canceled on 4/20/23. The credit was sent back to chase on 4/20/23 in the amount of 473.99. I then received a letter in the mail stating that Chase had credited back the 473.99 on 4/24 to merchants bank under reference number ********-******************. I called Kalahari Resort and they contacted their bank and the credit had not been credited back as of 5/22/23. I need to find out where my deposit is for the room I cancelled

  Business response

  06/13/2023

  Good morning,

   

  I have emailed this guest regarding her refund issues.

  Customer response

  06/13/2023

  
  Complaint: ********
  
  I am rejecting this response because: the issue has not been refunded to my account. The refund is evidently lost and Kalahari's bank needs to get in touch with Chase's bank to resolve the situation as both companies are saying the same thing.
  
  Sincerely,
  
  ****** ***********

• Initial Complaint

  06/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  June 1, 2023 my group and I arrived to check in at Kalahari for a convention. We had booked a room prior, a confirmation was received and we also re-confirmed the number by typing it in online and looking at the reservation. When we arrived, we were told there was an “error” with their system and that they were actually overbooked and we did not have a room. The manager made no attempts to rectify or improve the situation. We were left with no where to stay. We never received an email stating that our reservation was canceled, payment failed, nothing like that. A few in our group purchased a monthly pass - they have visited twice so far and have been unable to get their pass because their printer is always broken. It’s $130 for a monthly pass and you aren’t even allowed to borrow a towel. You have to be a hotel guest to borrow a towel and 18+, so if there are children in your group, some people get to be cold and wet. We have had some terrible and overpriced food also. We are of course mostly upset about reserving a room and not receiving any communication about actually NOT having a room, and being left with no place to stay and no attempts at making the situation better. The terrible experiences I’ve been having at Kalahari lately really makes me not want to visit again.

  Business response

  06/06/2023

  I have reached out to this guest, with no response. 

  Customer response

  06/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have not received any communication from Kalahari. I have not received emails, texts, or any phone calls. 
  
  Sincerely,
  
  ******** *******

  Business response

  06/13/2023

  Good Afternoon,

   

  I have called number provided and voicemail was full. An email was set to email provided. 

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 24th 2023 between 1:17PM to 2:07PM I called Kalahari to make day reservations for six for April 16th 2023. The female employee gave me the confirmation number ******* and informed me since I was paying for this using Kalahari gift cards (which were purchased previously) that I would pay upon arrival since the reservations were made via telephone. I asked if I would be guaranteed the rate of $64.99 per person and was reassured yes. I made these reservations well in advance for that particular purpose. On April 16th 2023, our group of six arrived at Kalahari and were told we had to check in at the waterpark desk since we had day reservations only. We were waited on by ******, at the desk who tried several times to locate our reservations to no avail. After a long time trying, he then informs us he has no choice but to charge us $84.99 per person since he couldnt locate our reservations. At this point, our group was patiently waiting to get into the waterpark and enjoy our day so I reluctantly paid the $84.99 per person however corresponded with ****** that when they located the reservations to please let us know that we would just be in the waterpark. I then assumed they would locate it in their computer system or listen to the recording of the reservations when they were made and most likely would just compensate the difference in monies back and wed all share a good laugh. At this point, I was hopeful and confident that the staff would locate it. We were all determined to enjoy ourselves despite this and we all had so much fun. We left without hearing anything and talked about how when we arrived back home, I would give it a few days and if I still didnt hear from anyone, I would call and ask to speak to a manager. I did so and was told he also couldnt find the reservations. I then called and spoke to several different Kalahari employees before eventually leaving a detailed message and have not heard anything back yet.

  Business response

  05/19/2023

  We have reached out to this guest and taken care of rufunding the difference and apologized for the mixup!

• Initial Complaint

  04/18/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I paid $467.49 for two nights. After only being there the one night my husband and I were having a horrible experience. Between the staffs terrible attitude, my husband developing a rash from the pool, and the terrible food, we went to the front desk stating we were not enjoying our stay. The manager told us that due to our experience and us wanting to leave we will be charged the $99 late check out fee even though we were leaving early. She also stated she will not be charging us the $187.19 for the night since we weren’t going to be there. I woke up this morning checked my account just to see I was in fact charged the full $467.47. I would not suggest staying at Kalahari to anyone and if you still decide to go here avoid the pool.

  Business response

  04/18/2023

  Spoke with ***** *******, the husband of ****** *******, and explained we did remove the second night as the guest departed a day early and because of how late they stayed they were only charged a late checkout instead of a second night but because they had room charging it offset the refund. The room charging plus the late checkout was more than the refund. Once I explained to guest they understood and I clarified their concerns. 

  Customer response

  04/18/2023

  
  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,
  
  ****** *******

*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. ↩