ComplaintsforKalahari Resort

• Initial Complaint

  04/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  $600 fees charged to my card! Random purchases that they cannot explain - large amount for grill inside water park area that we never even visited ! In all with the fees that I knew about including my room fee $534 That is an additional fee so total to go to Kalahari for one night over $1000! This is unreal! I cannot believe that this could even happen - this why you never give your card to a hotel I guess Oh and I paid for late checkout- it’s on my confirmation- $99 and they told me it was early check in ! I didn’t argue just checked out, figured I would pick my battles and that was one that I passed on… even tho I was out $99 for it. That was a red flag there and I missed it They are unable to tell me what these charges are for- and I want my money back

  Business response

  04/17/2023

  Attempted to contact this guest but the phone is out of service. Sent an email, waiting for a response. 

• Initial Complaint

  03/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Locker didn’t work Room has no cable There’s no tables at park Room wasn’t ready No directions to room No direction for parking Miserable!!

  Business response

  04/01/2023

  Sent email to guest to resolve issue.

• Initial Complaint

  03/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered tickets 03/25/2023 for a night ($412.89). We had a family emergency and had to cancel. I called about a refund and they told me my deposit cant be returned. I then tried to rebook so I could get something out of it. they told me the new price ( a day later) was $400 more than originally. I told them I can not do that, and the response was basically "oh well". The employ was extremely rude and condescending as well. The worst customer service I have ever received.

  Business response

  03/24/2023

  This has been resolved. The refund was given back to the guest for the cancellation.

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My problem is Kalahari fails to let people know when the water park is down stuff like whatever keeps the humidity working was not working on the dec24th the wave pool not working a few other not working pretty much there are only few things to do regarding the water park and it feels like u need a coat on or sweater in the water park forreal there were ALOT of people saying they can’t get in cause the place is COLD so it made everything over crowded gameroom cause nobody wanted to be in the water park usually everything is OK but I’m not feeling it this time it’s Christmas Eve it’s my sons bday and we drove 3 hours in a winter storm people are paying for a fun experience and when u don’t get it,it’s a let down I’m a regular and I don’t know if Kalahari has changed ownership but it seems to be going backwards I use to look forward to coming back not so much this time

  Business response

  01/11/2023

  Left message with guest.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Thanksgiving day 2022, I brought all four of my children along with their father to Kalahari to enjoy Thanksgiving. We were walking through the hallway, and my son brushed against one of the statues, which happened to be sharp at the edge. It slice the side of his hip, therefore, due to health reasons, I advised him not to go back into the water for a while, which made the trip not fun for my son. Then, as I told the front desk, they came to wipe down and sanitize the statue which I appreciate however, they did not move the positioning of the statue, so that no further Customers/adults/children got injured from the same statue, which is also not very sanitary as there are certain blood diseases that live on surfaces for up to 7 to 10 days! I feel as though maybe some type of compensation for his ticket and overnight stay should have been offered as he did not get to fully enjoy his Thanksgiving due to having to sit out of the water. Aside from that possibly an alcohol pad, or some peroxide would’ve been awesome with a Band-Aid that we were offered.

  Business response

  11/30/2022

  Guest has been taken care of.

• Initial Complaint

  11/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Booked 9-29-22 to 10-1-22 Stay 9-29-22 checked out 9-30-22 I had a 3 bedroom suite, my rooms was *********** My complaint was the bed hard as a rock, I called the front desk. The front desk manager ******** ********* offered if I check out if they can not resolve my issue on the mattress I would get a half refund for 9-29-22 and a whole refund for 9-30-22, also day passes was supposed to be emailed for me and my guests ( which it was 12 of us) The housekeeper manager and 3 maintenance guys showed up between the time we waited before checking out and stated they just changed all their mattress to firm in the spring and have no other mattress available. I explained to them I have a history of back problems and never had an issue with their mattress outta the 12 years we been attending twice a year to kalahari. That they can’t not expect all guest to be comfortable with firm mattress. I spoke with the supervisor ****** ***** after checking out as well, and she guaranteed a refund and no one followed up with my refund. I am highly upset because this matter is over 30 days out and if need legal actions will be taken. I paid almost $1500 to celebrate my Grandson second birthday and it was completely ruined. To top it off, I asked was for a more comfortable mattress, everyone does not sleep on firm mattress and to make a change like that and treat customers so poor lid unacceptable. I enjoyed the resort as well as my kid for 12 years and to treat a loyal customer like this is horrible. I refuse to spend this type of money to be treated like trash. I would rather stay a a low 2 star hotel and check in as a guest before I be treated as such again. Please do better because if you continue to treat customers like this people will stop spending their hard earned money with your business.

  Business response

  11/30/2022

  Guest mailbox was full when tried to resolve. I will reach out via email next.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We booked a stay at Kalahari resort in Sandusky online. The online platforms in fact charged me over 1100 dollars for 1 night. We arrived at the location . The front desk employee ****, who was the only one working the front desk stated that i didn't have a reservation on his system. I showed him the verification and the confirmation of payment. He stated that doesn't mean anything. He said the transaction had been decline because it was over a 1000 dollars. He rebooked the reservation and didn't include the late check out I had paid for already. He said my card hadn't actually been charged even though my bank already had the money on hold. . He told me if I didn't have another card I would have to leave and return after my 2 hour drive. He booked another room and charged another one of my cards. The chip reader was having issues with this card so I pressed the manual enter card button and he came across the desk and physically blocked me from entering it. The card reader is under the use of the authorizing party and he had no right to touch me. Now have 2400 tied up at the bank and a wife and multiple children getting anxious after 30 minutes. I asked to speak to a manager. A gentleman cam out (mark) refused to give me a last name or an employee badge number. Refused to escalate the issue. Said he would call an on duty police office to deal with me and I'd be asked to leave. I never got loud or disrespectful. He said it's company policy to block people from entering their a card manually. I explained to him that the machine is on my side of the counter and he cannot control the verification agreement I have with my financial institution. He refused to give me a complaint number to call. Said he's not gonna let me speak to anyone. Was extremely rude and bullying. I can't believe this corporation is able to treat people so disrespectfully.

  Business response

  11/13/2022

  We have attempted to reach out 2 times via phone with messages.  We will attempt a 3rd time to try and remedy the situation.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed the night there on the 24th of August. When I was getting ready to leave the room the next morning I began to notice bites all over my body. I went to an urgent care as they were itching like crazy. They told me I had bed bugs. I talked to guest services and they stated they ran a test on the room and it came back negative. I’m very upset by the setup as my room was not very clean when I entered the sheets were stained. I paid a lot of money in order to stay and half of the rides were shut down and I got bed bugs

  Business response

  09/08/2022

  Out team inspected the room while she was on property and it came back clear of all signs. I have also scheduled a third party company to come out and inspect the room. I have called this guest multiple times to speak about the situation and try to resolve it without any answer or call back. 

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I stayed at Kalahari water park on 04/30/2022, From the time I checked into my room I noticed it was filthy, from mirrors with hand prints not being cleaned, dirty linen and urine on the floor around the toilet, I spoke to someone at the front desk who advised me they’d send someone up to clean the room, which never happen, instead my wife sent me to the store to purchase cleaning products on what’s suppose to be a vacation. After checking out of the hotel I spoke some a manager in customer service, for the huge inconvenience on the $800.00 per night room I paid for, he offered me a $200 gift card and a 40% off my next stay, I accepted. A week or so later I received gift card in the mail, I never received the 40% off a future, I gave it a few weeks because mail is slow. Once a few weeks past and I still have not received it I gave a call back and spoke with a guest services manager by the name of ******, This gentlemen was extremely nonchalant and antagonizing, he basically told me that I was a liar and that he could only go off of the notes he saw on the system I asked him would he be able to go back review and listen to the phone call he told me no, he then went on to say hey I’m familiar with you anyway because we had a problem with with you prior to this, i’m not familiar with any problem that I’ve ever had with anyone in Kalahari Customer service but that has no bearing on my problem or my situation now that needs to be fixed and rectified, as a customer service manager that should be your number one goal. The resolution I’m looking for is receive what I was told I’d be receiving, I received the gift card, I would still like to receive my 40% off a future stay, Thank you for taking to review the complaint.

  Business response

  08/29/2022

  I reached out to this guest on 8/19/2022 about this stay. I informed the guest that the compensation that was offered on 5/25/2022 were options and not all of the above. The manager in housekeeping offered a choice between a $200 gift card or 40% off a future stay. Guest accepted the $200 gift card and it was mailed out on 5/25/2022. Guest called on 6/7/2022 claiming he did not receive the gift card possibly due to an incorrect mailing address, so a guest service manager mailed out a new gift card to the correct address. When guest received the gift card he called in and asked for a manager (8/19/2022) and I explained the compensation. I followed up with the housekeeping manager he spoke with, who confirmed the compensation offered were options not all of the above. He was not happy with my response but I apologized and offered assistance in any way and guest denied.  

  Customer response

  08/29/2022

  You offered no assistance at all, You were very rude short and non chalant through the entire conversation, Manager I spoke with did NOT say either or, The manager said for the inconvenience I will issue you a $200 gift and 40% off future stay, My room PER NIGHT was close to 1,000 dollars $200 dosent come close to compensation
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *****

  Business response

  09/01/2022

  Good Afternoon,

  At this time we feel strongly that we have compensated you very fairly for your previous stay  nd we are excited to have you back with us on a discounted rate.

  Customer response

  09/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: I don’t feel I’ve been compensated adequately, You all should be able to go back and listen to the recording of the call. I was promised a gift card of $200 and a 40% off my next stay, that’s what I’d like to receive. It’s not fair as a customer to receive false information. 
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  08/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Arrived to hotel late evening and the room was obviously dirty. Toilet paper scrap immediately in front of door, pubic hair in tub, long black hairs on bedding, comforter had stain on top and the pull out couch had sticky spots on sheets. Called guest services and they offered to drop off new bedding. My husband and I changed bedding and cleaned what we could so our kids could finally go to sleep. Neighbor played loud music and yelled until 3am at least. I did call guest services at midnight and messaged them about 1 but each time the music only quieted for a few minutes. We were tired and we could only enjoy the waterpark for a few hours. Went to room take a nap and the music and loud yelling was still going all day and throughout night. Sent video of how loud music was in our room and the only solution was to send security again that obviously didn’t work. The neighbors made rap videos or something equally awful Saturday night as well. Spent whole trip exhausted and stressed and my little ones clothes and feet were black from the hotel room floors. I called Sunday morning and asked if a manager could call us. They said they would have someone reach out Monday. We didn’t receive call Monday so I called Tuesday a few time and left voicemail and my number with front desk. No call back Tuesday or Wednesday despite leaving more messages. Finally, Thursday I call and ask for corporate phone number or something and was transferred to a staff member. She seemed unapologetic and offered a $250 refund that I haven’t seen proof of. I ended up filing a dispute with bank after discussing with them for service/product quality not met. I would like to cancel this but few like feel like my concerns are valid and were blown off the entire trip. Vacation time is hard to come by in the medical field and it was a trip to celebrate my daughters birthday.

  Business response

  08/15/2022

  Guest was reassured that her refund was processed and will be receiving a $149 rate to come back in the future.

*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. ↩