Complaints

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.

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  During our stay with the Kartrite Waterpark from Saturday April 26th- April 27th, my 8 year old daughter (it was her birthday) and 11 year old daughter were made sick after having virgin daiquiris from their upstairs bar inside the park. My younger daughter threw up so violently throughout the night, that we were confined to the room from the time we returned to the room until we checked out the following morning. Immediately after finishing her virgin peach daiquiri, she complained of belly cramps. My older daughter also complained of a stomach ache. While my younger daughter threw up throughout the night, my older daughter had diarrhea. We were unable to do anything. My husband had to pick food up for he and I and our son downstairs. We could not use the waterpark the following day because of how awful she was feeling. I reached out to the Kartrite on two different occasions and they never got back to me.

  Customer Answer

  Date: 05/31/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Kartrite Resort & Indoor Waterpark regarding complaint ID ********.
  
  Sincerely,
  
  ******* *******
  

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 accidentally booked with this resort when ****** redirected our search to this resort. Within 1 minute of actually paying we realized it is the wrong resort. We attempt to make contact with them with no response. I called the call center and the lady ***** was very unhelpful. She sent me a contact form that i filled out for the resort to call me. They didnt. I lost 600 dollars. Horrible.

  Customer Answer

  Date: 04/14/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Kartrite Resort & Indoor Waterpark regarding complaint ID ********.
  
  Sincerely,
  
  ******* ******
  

• Initial Complaint

  Date:01/27/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  1/24/25 My family of 7 and I spent all day at the **********. When it was time for dinner we went to the downstairs restaurant where we were told they could not accommodate us bc there was only "two servers". The hostess suggested we go upstairs. We have had a terrible experience on their on site "restaurant" so we weren't thrilled but had to feed the children. We were also told that we could not be seated. We walked into the bar area where we pulled some table together and waited for the bartender. She stood behind the bar watching this. Did not offer any service. So my husband went to the bar and she told him we had to get our own menus and there was no kids menus. My husband again went to the front host and asked if he had kids menus. He gave us two kids menus. The bartender either did not want to serve us or had no clue about the menus. At that point we decided to go to the room and order room service. As we were walking to the room a manager was there speaking w another disgruntled desk and I inserted myself saying it was unacceptable to not have anywhere for our family to eat. I May have raised my voice due to her dismissive attitude but I was not rude, did not threaten, did not curse, just asked her for a solution to getting my kids fed. Went back to my room as she didn't want to hear me, few minutes later, 4 police men were at the door, sans manager asking us to leave. My husband asked for what, and was told bc his wife, me yelled at the manager. So yelling at a manager as a disgruntled customer is out of the ordinary. She was incompetent and clearly on some sort of power trip. FOUR POLICE. Ask my young children who were In tears thinking we were getting arrested how that felt. My husband explained we had a two year old and a four year and 6 year old our youngest who hadn't eaten dinner yet. It was 10 degrees out, but the responded with we had 15 min to vacate the premisses. I honestly have no words.

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Kartrite Resort & Indoor Waterpark regarding complaint ID ********.
  
  I did not stay in the hotel and did not get reimbursed for a room we were not able to sleep in 
  Sincerely,
  
  ****** *******
  

• Initial Complaint

  Date:10/28/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Sunday, 10/20: Left my corporate cell phone at the resort in the hotel room Monday, 10/21: Contacted the resort and was provided a website to log the lost item Tuesday, 10/22: I was notified that my corporate cell phone was found in the room and then shipped Thursday, 10/24: Contacted the resort as ***** records show that the package has not been delivered to a ***** location. Was told by Security that my package is on ****** ********' desk and that he was not in the office Friday, 10/25: Contacted ****** ******** and all available resort contact numbers and have not received an update. As part of the resorts lost item process, I was required to pay for ***** shipping - I would like this to be refunded, as my item has been sitting on ****** ********' desk for 72 hours (per onsite security)

  Business Response

  Date: 10/28/2024

  This was scanned by ***** this morning-

  It was picked up last week -

  ****** never spoke to this guest- not sure why this is part of the complaint.

  The resort is not responsible for items left behind, but we did call ***** to pick up. 

• Initial Complaint

  Date:09/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 planned to stay at The Kartrite Resort & Indoor Waterpark on Friday, August 30, 2024, to celebrate our sons 11th Birthday and we had a pretty bad experience. When we were getting ready to go to bed we saw multiple bugs, and possible bed bugs, around the bed. This causing us to pack everything and check out of the hotel the same day we checked in (at 9:00 PM). We were planning to check out the next day. Before we left the hotel, we told the front desk what happened and that we were checking out. The person in the front desk provided us with a contact email ************************************ and as soon as we got to the car, I sent an email to the email that was provided as we would like to get a refund as we did not stay in the hotel as planned and this ruined our son's birthday celebration. I have sent several follow up emails since the first email I sent on Friday, August 30, 2024, and have not received a response and/or an acknowledgement that they received my emails.I also wanted to mention that there was a lot of trash in the hallway and that it was not being picked up. It was very dirty and unkept with food everywhere. We are not surprised there are bugs in the rooms.Receipt can be provided upon request.

  Business Response

  Date: 09/23/2024

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

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

  Upon checking with the appropriate department we can offer you 50% off of this stay and free Waterpark passes to return.

  
  

  Kind Regards,

  
  

  ****** ***** 

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

  
  

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  i ****** *****,

  
  

  Thank you for your response. Please explain what is meant by 50% of this stay (specific amount) and how it is to be refunded. 

  
  

  Thank you again,

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

  
  

  Get Outlook for iOS

  From: ****** ***** *****

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 10/04/2024

  Good Afternoon *****,

  The refund was issued on 9/39/24. Please allow 3-5 business days to reflect in the account.Also I attached a copy of the guest bill for your review.

   Kind Regards,****** ******
  ********* ************ ********
   

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

  Customer Answer

  Date: 10/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   

  Good morning ******,

  
  

  I hope you are doing well.

  
  

  I just checked and the refund has not been reflected on my account.  Can you please let me know by when we should be able to see it reflected on my account?

  
  

  Thanks,

  *****

  
  

  Get Outlook for iOS

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:08/26/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 initially paid for my booking from a 3rd party travel agent. Upon check in I used a credit card for incidentals. After checkout I was charged a resort fee for 2 nights which reflected my receipt and an addition separate charge of ******. I have emailed and called numerous times about this charge. I got the run around and also people passed the blame. Now I have not heard of anyone regarding the charge.

  Business Response

  Date: 08/27/2024

  ******************** invoice does not reflect any of these charges. The invoice was sent to him. 

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   This confirms my issue with the company and their denial of my charges. I have finally figured it out. I booked using a 3rd party company that provides the establishment with a credit card to charge them, it declined so they decided to charge me instead. After speaking to multiple people and being denied, I contacted ********* which contacted ************************************* billing department and he confirmed they charged me instead. I have included a screen shot of the email. The truth is I originally paid agoda/priceline/booking.com not expedia like the email stated. This shows a major disconnect between departments/ employees and billing practices especially when booked with a 3rd party.

  So now Ive been charged by both AGODA and KARTRITE for my room even if my credit card was for incidentals. No one ever stated to me during check in that I would be charged again. When contacting by phone or email they have no clue what is going on due to the fact their computer systems only has internal invoices business to customer and not external B2B invoices. I have still not received my refund as stated in the email and I am waiting patiently, but the constant DENIALS of my charges is JUST PLAIN NEGLIGENT and fraud.

   

  There is nothing I could of done to prevent this using their PARTNER booking.com. If someone has real access to the backend payment system you will see ****** as the exact charge that AGODA/PRICELINE/BOOKING would have paid you if you used their credit card provided since I paid them directly, they take a commision/fees as an affiliate to your hotel. No apologies just denials. Now that I have a manger with proof of my situation I am STILL WAITING FOR MY REFUND as promised. Looking at other reviews this isnt the first time this happened. Employees of this company needs awareness to this situation.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 08/29/2024

  There is nothing incorrect regarding the invoice. Our director of Finance responded to this complaint. thanks!

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   The invoice does not reflect the charged you charged my credit card that day. The invoice was for $131.26 which I paid on a separate charge as reflected on the screen shot of my posted credit card transaction. The amount in question is the ****** which was charged simultaneously on aug 22 2024 after checkout. I have added a screen shot of the transaction and ID of both payments. I have also included my receipt from agoda that I prepaid for. Can you explain the $****** charge and what it was for? Where is that invoice then?

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  Date:07/24/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On Friday, July 19, 2024 I was making a reservation for the kartrite resort when my phone glitched and I somehow ended up with two rooms for $900. The first one was sent at 12:13, the second reservation was at 12:15, and I called at 12:20 to talk to someone about the mistake. I have called daily since Friday, they have told me multiple emails were sent to their internal department to have someone reach out to me, Ive called the front desk and left messages, I reached out on ******** through their messenger and as of today, Wednesday July 24th nobody has reached out. I keep getting told it is non refundable which is understandable except I literally called five minutes after the mistake was made and would think someone in customer service would be able to help me out. The reservation was made for August 2 to the 3rd. This is some of the worst customer service I have ever encountered and I am extremely frustrated because as a single mom I was lucky to be able to afford the one night and now Im out another ************************************************************* to refund it.

  Business Response

  Date: 07/25/2024

  One room was cancelled. this is closed.

• Initial Complaint

  Date:07/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  My family and I had a reservation at the Kartrite for July 8th-10th. We had a family emergency, which caused us to alter our plans. We were unable to check in, and should only be charged for one night's stay. Instead, we were charged for the entire stay. I received two separate invoices from the property, each invoice listed a different amount I was to be charged. Both amounts differed from the cancellation cost detailed in my confirmation email from ***********--the cost of one night at $342.I then communicated with the Manager, *****************************, and shared the confirmation email with her. Since then, she has not responded to any of my emails or phone calls. Each time I call the property, they share a different time or date that she will be available. The most recent call said that she will be out of the office for the next two days. I would like to know why I was charged for the full stay, the amount of my refund, and when I should be receiving it. I have asked these same questions to **************** at ***********, and they claim that they cannot provide an answer because the property is responsible for charges.

  Business Response

  Date: 07/11/2024

  Guest was a no show on date of arrival.

  one night was charged. It should have been the entire stay. 

  Customer Answer

  Date: 07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The advertised resolution was that I would be charged for one night. Instead I was charged for the entire stay. Nowhere did it say that I should be charged the entire stay. My reservation documents detail this.

  Here is the language from my reservation, since your response seems to contest this policy:

  "Cancellation policy
  You can cancel for free until 7 days before arrival. You'll be charged the cost of the first night if you cancel within 7 days of arrival. If you don't show up, the no-show fee will be the same as the cancellation fee."

  Secondly, your property provided me two separate invoices, with two separate costs. Neither of which was the $342 that was detailed in the reservation confirmation. 

  The issue is that you do not stand behind, practice or apply the policies that you advertise.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business Response

  Date: 07/17/2024

  ***************************** and the guest have been in communication. This should be resolved.

• Initial Complaint

  Date:05/08/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 were supposed to check in at 4:00pm. They tell you when you make the reservation if the room is ready early, they will give you access early. We got there between 12 noon and 1:00. They were very behind and we kept checking to see if the room was ready. We were told we didn't have to keep checking that they would call us. At one point I explained I have medication that needed to be refrigerated. Finally at 6:45, after sitting around all day I checked again. They said the room was ready and couldn't give me any explanation as to why nobody called us to let us know as promised. I asked if there was anything they would do to make this disaster right. They offered me a $100 credit. I waited 2 billing cycles and no credit I called the hotel and spoke to ******. She told me she didn't see a credit on my account, but she would take care of it immediately. It may take a few days to show on my credit card account, but she would email me a new invoice so I would know it was taken care of. It's now been over 36 hours, still no email. I have tried calling several times today and believe it or not, this is a hotel (resort) and no answer The entire vacation was horrible and this is the least they can do. Now I can't get an answer.

  Business Response

  Date: 05/08/2024

  Good Morning,

  I don't see a reservation under *********************. Please provide reservation name, dates of stay to look further into this. thank you,

  Customer Answer

  Date: 05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This reservation was made by 

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

  Check in date = 3/31

  Check out date = 4/2

  ROOM/SUITE.  ***

   

   

   

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

  Business Response

  Date: 05/09/2024

  Good afternoon,

  The $100 credit was applied.

  As a thank you it will be duplicated and an updated invoice will be sent to the email associated to **********************.

   

  Thank you!

• Initial Complaint

  Date:04/09/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 recently stayed at The Kartrite Resort in ** and my experience was nothing short of disappointing. Firstly, the resort was filthy, with dirty carpets and unkempt rooms. It was evident that cleanliness was not a priority.Secondly, the prices were exorbitant for the quality of service and accommodation provided. I felt like I was being ripped off for the subpar experience I received.Moreover, the customer service was abysmal. Staff members were rude and unhelpful, showing a complete disregard for guest satisfaction.Lastly, the restaurant was also unclean, with tables left dirty and a lack of attention to basic hygiene standards.Overall, I would strongly advise against staying at The Kartrite Resort. It's an overpriced, filthy establishment with terrible customer service. Save your money and choose a different resort for a more enjoyable experience.

  Business Response

  Date: 04/27/2024

  The guest stayed 2 nights under a discounted rate. Spring break weekend. There is only one note that says that the guest was given an arcade card.

  Guest would have been able to exit the hotel if he was so unhappy, but that was not the case. 

  There are no notes that a manager was called to assist either. 

  I don't understand.  Please contact ********************************  

   

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Their answer is ********

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 05/24/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Kartrite Resort & Indoor Waterpark regarding complaint ID ********.
  
  Sincerely,
  
  *********************