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:07/14/2025

  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.

  My son went to Kalahari resort in Ohio over the weekend with a friend and lost his brand new iPhone. I have been calling the resort for days and if you are finally able to get a person, they transfer you to the “lost and found”. However, the lost and found number is a recording where you leave a voicemail. I have left dozens of voicemails and no one returns the call.
  
  I called the number back and explained the situation and was hung up on or repeatedly transferred to this unmonitored number.
  
  Finally, I spoke with someone who said they can transfer me to security. Security is an another UNMONITORED voicemail. This is extremely concerning to know that security does not answer the phone as is 100% unavailable. My son was onsite at this apprehensible. I shudder to think what happened in case of emergency.
  
  For 3 days I have called, begged, pleaded with anyone who will answer the phone. Each time my concerns were dismissed and I was not treated like a human or with and compassion. This is a $1,500 phone which I cannot afford to replace. This response is completely unacceptable.
  
  Notably frustrating was a customer service rep name “****”. **** began screening my calls and just placing me on hold each time I called. Either that or he would transfer me to this Wisconsin location just to mess with me. The lost phone was in Ohio.

  Business Response

  Date: 07/17/2025

  Good afternoon,

  My name is **** **** and I am the Director of Security Operations for Kalahari Resorts and Conventions, Ohio. Part of my role is to oversee the operations of Security and Lost and Found. In reviewing your message, I wish to offer my sincerest apology for the difficulties experienced in contacting us to facilitate the location of your son's missing phone. We currently do not have any records in our lost and found system under the name provided, nor records in our security system that indicate repeated contact without follow up. I will share this feedback with the appropriate leaders of our guest services teams to investigate and address any service standard issues found.

  We work diligently to collect, inventory, and contact any guest that loses property while staying with us. This operation occurs every day of the week and is performed by the Resort's Security Team. We have consistent success reuniting owners with their property, and I sincerely apologize that you have not had your child's phone located yet. Please, feel free to contact the Security team at 419-433-7218 to discuss this further, as we hold on to high value items such as phones for a minimum of 90 days to ensure the greatest opportunity of success in returning items to our guests. Thank you for choosing Kalahari, and we look forward to assisting you as soon as possible!

  Customer Answer

  Date: 07/18/2025

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

  The fact that you have no record of the missing device is absurd.  This is due to the fact that we filled out the online form for the lost and found and it was submitted.  

  Furthermore, we left no less than 10 voicemails for both security and lost and found.  This is in addition to the several dozen calls to the front desk.   

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

• Initial Complaint

  Date:06/16/2025

  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.

  6/13/2025-6/15/2025
  We booked this trip for my son’s 21st birthday. He booked a room and then we booked a room. He had two people in his room and we had four (family trip).
  The day before our youngest wanted to travel early with him so they could get in at 1’oclock. I called ahead and explained the situation as my youngest needed to access her wrist band as she was in our room. They said they had sorted it out over the phone an adjusted it so she could get in early before we came. When they arrived it had been done completely wrong somehow and they actually added another person onto our room so it showed 5 instead of 4. So she was not able to get in till we arrived and was a waste for them.
  Then the bands they gave us were not working correctly and we had to spend over an hour getting new bands 5 times. So now we have wasted part of our afternoon.
  The next day we rented a $250 cabana. The safe was not working so we waited two hours for maintenance to fix it. One of us had to stay and wait because we had things that needed to be put in the safe. More wasted time. Then again towards the evening it happened again and took over an hour yet again for it to be fixed so half the time in an expensive cabana we were stuck sitting and waiting instead of enjoying our time.
  Then my son in law got hurt as a worker was rushing/yelling at him to hurry up after he came down a slide and he ended up falling and EMT had to come check him. Then one of the slides tore up my other sons back and a worker saw it and asked if he needed to see EMT. He had scratches down both sides and others were also complaining.
  My husband took our youngest to get popcorn at the end of the night. He asked the worker if they still had some and she replied yes and he waited as she was finishing up another customer. When it was his turn the other worker appeared and said no we’re closed after he was waiting and had asked. She would not sell it to him.
  There’s more but ran out of characters…

• Initial Complaint

  Date:05/05/2025

  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.

  I have asked services to have two carts delivered to my room because i have two small children this would be entirely convenient for me especially with the money I have spent at this facility. This trip has cost over 2500$ Canadian which Im sure youre more than aware of the exchange on this cost the texting service has been completely rude not to mention when I am filling out this complaint it has said Ive already complained which I have not the service provided is unacceptable and the text messaging agent is extremely rude and condescending. During my stay I also left merchandise at the laser tag box which was not there when I returned 10 minutes later. Your employee ******* who does check in was extremely helpful and polite I commend her. She was able to have this replaced for me. Unacceptable with a business that generates as much money as it does Im thinking you should have more employees to accommodate your guest with the amount of money it costs to stay here.I do NOT appreciate the attitude and the disregard for my request please stop sending the text messages if a simple request can not be guaranteed. I have spent way too much money here to be treated like this.

  Business Response

  Date: 05/05/2025

  Thank you for taking the time to share your concerns regarding your recent stay. We want to begin by sincerely apologizing for the inconvenience and frustration you experienced.

  
  We understand that traveling with young children can require extra support, and your request for two carts was entirely reasonable. We are very sorry that this was not handled properly and that the service you receivedparticularly through our text messaging platformcame across as dismissive or disrespectful. That is not the level of service we aim to provide, and we regret that this impacted your experience with us.

  
  We also recognize how upsetting it must have been to discover your merchandise missing after laser tag, and although were pleased that ******** was able to assist you in resolving that matter, we acknowledge that the overall guest service did not meet your expectations.

  
  Please know that we take your feedback seriously. The associate involved will be coached, and we are actively reviewing our communication procedures to ensure better responsiveness and professionalism in the future.

  
  We have sent you a separate email to address your concerns more directly and personally. Should you be willing, we would very much appreciate the opportunity to speak with you further and work toward a resolution.

• Initial Complaint

  Date:04/11/2025

  Type:Facilities 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 purchased a double queen room with a balcony suite for 4/2/2025 - 4/3/2025. On April 3rd, my children and I woke up to check out, but I like to leave the room as neat as possible before I leave. That's when I noticed the dirt and blood on the back of 3 of our pillowcases that we slept on. I was so disgusted by this matter that I went to guest services, where I was told I would get a refund and a manager would contact me to solve this issue. I have yet to receive a call or email, and I have contacted Kalahari numerous times and left voicemails. I want my money back as promised. I can't believe they had us sleeping on dirty pillowcases.

  Business Response

  Date: 04/11/2025

  We appreciate the opportunity to respond to the guest's concerns regarding their recent stay with us from April 23, 2025.

  First and foremost, we sincerely apologize for the experience described. The comfort, health, and satisfaction of our guests are of the utmost importance, and we are truly sorry for any distress caused during the guests stay. The condition of the pillowcases mentioned is unacceptable and not reflective of our standards. We take such matters seriously and have addressed this with our Housekeeping leadership team for immediate review and corrective action.

  We understand the guest reported this issue to ************** at the time of checkout and was advised that a refund would be issued and a manager would follow up. Unfortunately, we were unable to speak with the guest in person at that time. After receiving this BBB complaint, our team made an attempt to reach out via the contact information provided but was only able to leave a voicemail.
  We remain committed to resolving this matter and honoring the refund as promised. A member of our management team will make another attempt to connect with the guest to confirm the refund and ensure their concerns are fully addressed.

  Again, we deeply regret the inconvenience and discomfort caused and appreciate the guest bringing this matter to our attention. We remain committed to making this right.

• Initial Complaint

  Date:04/08/2025

  Type:Facilities 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 made reservations in September, 2024 for the Showstoppers Dance Competition occurring on 4/04/25-4/06/25. We were charged in advance for one night's stay of $229.00. We arrived on 4/04/25, checked in, and proceeded to the Convention Center to watch our girls compete. It was late when we got back to the room, about 11:00PM. As we were unpacking, my daughter found a bug on the bed. A quick google search indicated it was a bed bug. We called the front desk and they said they would send someone up to look at it. About 20 minutes later, a Kalahari male staff member came in the room well prepared to view the bug. He had rubber gloves, magnifying glasses, and a container to take the bug. He inspected it, put it in the cup and said he was going to take it and have it inspected downstairs, as they have staff on site to do this, and he would report back. My daughter, granddaughters and I were completely in distress. Not only were we totally exhausted from the day, we had to find another hotel to move to and and this was an extremely busy weekend with the hotels completely booked up. Staying there was not an option. We told him that we were leaving and to credit our stay. I tried to call the next day, 4/5, to verify the credit and couldn't get through to a person and had to leave a message. ****, a supervisor, called me back on 4/6. We went to guest services instead of calling and talked to **** directly to verify my account was credited. She said they checked the room for the complaint and there were no bed bugs. She denied that a Kalahari staff came to our room and actually took the bed bug. She refused to credit the account. They charged me $657.42 for 2 nights when we didn't stay because of their bed bug problem and refused to listen to us. There were 4 of us girls, completely distressed over the situation, and their customer service and support was atrocious.

  Business Response

  Date: 04/08/2025

  Thank you for bringing this matter to our attention. We understand how distressing it can be to feel uncomfortable during a hotel stay, especially while attending an important event like the Showstoppers Dance Competition. Please know that we take all guest concerns seriously—particularly any claims related to pest activity.

  
  At our resort, we have rigorous procedures in place to address reports of this nature. Upon receiving the report, our trained on-site team thoroughly inspected the guest room. Their inspection yielded no evidence of bed bugs or any other pest activity. To further ensure accuracy and transparency, we engaged a reputable third-party pest control service to conduct an additional inspection. Their findings also confirmed the absence of any signs of bed bugs or other pests.

  
  We understand that the guest chose to vacate the room before the inspection process was complete. While we strive to accommodate every concern with empathy and urgency, our policies require confirmed evidence to authorize refunds of this nature. We regret any distress the guest experienced and encourage them to contact our Guest Services team directly if they would like to further discuss their stay.

  
  Our goal is always to provide a safe, clean, and welcoming environment for all our guests, and we remain committed to upholding the highest standards in hospitality and care.

  Customer Answer

  Date: 04/09/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  There was an actual bed bug found and removed by a Kalahari staff member on our bed.  With this evidence, the hotel should allow the customer to vacate, upon their choice, even if a report takes days to come back.  Charging for a room with evidence of a bug, and known history of bed bugs, is unacceptable.  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 booked a cabana online for Monday April 7th and planned on using day passes purchased through a school fundraiser that has multiple dates listed as blackout dates. I did this last year, showed up on the day and was let right in with no issues (did not call ahead). This evening I call to confirm and mentioned I was using the fundraiser day passes. The very nice girl that answered the phone, apologized and said unfortunately that is a black out date. I said no it's not, I'm looking right at it. She said she would check with a manager and call me right back. She did and she said that the manager confirmed that it was a blackout date and that it should state this in the small print that other days could be added as blackout dates. The small print does not state that other dates can be added as blackout dates, it says that if they reach capacity you could be turned away. I do not think they should just be able to add complete black out dates and it not be printed. I did receive a call back from a manager who just repeated the same. She offered to move my date but couldn't give me other blackout dates for the month, I could purchase day passes on their website or she could refund me for the cabana. I asked to be refunded for the cabana, she then told me she couldn't refund the booking fee. I then asked to speak to someone else above her and I am waiting on a call from the diretor but after jumping on here I see that they only like to respond to things once you post it on here. I totally understand why many schools in ************* are no longer participating in this fundraiser and why they are not BBB accredited. I expect to be able to use my 10 day passes that I already purchased that do not have April 7th listed as a blackout date and does not state that other dates may be added as blackout dates. It states "Outside admission may be restricted on high capacity days or when water park capacity has been reached and outside admissions are closed off. Please call ahead."

  Business Response

  Date: 03/19/2025

  I approved for this guest to utilize the tickets on April 7th. Guest was appreciative of this outcome. 

  Customer Answer

  Date: 03/23/2025

   
  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

  Date:03/03/2025

  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.

  **************** made this a painful and expensive experience. Moving our room 3 times to be worse than what we wanted. Our first room smelled of marijuana, and they refused to consider this to be a concern. The next room moved us closer to the elevators. Then again the same location but above the last room. I offered to pay them more money for a better location eventough that is what I paid for and was ignored and offered to downgrade my room by ***** Head of Rooms. This has been more expensive than anyone here realizes apparently. They refuse to keep the same room obligations that I had from the beginning. They consider this to be VIP experience. They now want to charge me more money for an even worse room location.

  Business Response

  Date: 03/03/2025

  We appreciate the opportunity to respond to [Guests Name]s concerns regarding their recent stay at [Resort Name]. Guest satisfaction is our top priority, and we regret that their experience did not meet expectations.

  
  Upon receiving the guests initial concern about the room odor, our team immediately offered an alternative room. When the guest found that location unsatisfactory due to foot traffic, we worked to provide another option. We personally walked the guest to a different room to ensure it met their expectations before completing the room change. At that time, the guest expressed satisfaction with the final room selection. Additionally, as a gesture of goodwill, we provided a gift card to enhance their stay.

  
  We understand the guests frustration and sincerely apologize for any miscommunication that may have contributed to their dissatisfaction. We remain committed to providing excellent service and addressing guest concerns promptly. If there are any further questions or clarifications needed, we are happy to provide additional details.

• Initial Complaint

  Date:02/18/2025

  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.

  I am writing to follow up on a significant issue experienced during my recent stay at your park and resort. My family and I stayed in suite 6505 from February 15th to 16th, 2025. On the morning of February 16th, we discovered evidence of bed bugs in our accommodation, specifically on one of the beds and Another type of bug on the nightstand.
  
  We immediately reported this to the guest services desk and were advised that a manager would contact us. After a lengthy wait, the manager arrived and instructed us to remain in the room while awaiting staff to inspect and treat the suite. This process took over two hours, during which we were required to pack our belongings for steaming.
  
  While we appreciate the prompt attention given by the staff who eventually arrived (and their apologies), the relocation to room 2617, and the offered compensation (arcade cards and a complimentary pizza and drink), our primary concern remains the complete refund promised. Despite several follow-up calls, we have yet to receive confirmation that the refund process has even begun.

  Business Response

  Date: 02/21/2025

  To Whom It May Concern,

  
  Our team was able to reach out to the guest prior to receiving this notice and has already addressed their concerns directly.

  
  As part of our commitment to guest satisfaction, we have offered and processed the refund requested by the guest. We take all guest concerns seriously and maintain strict pest control and cleanliness standards to ensure a comfortable and safe stay for all our guests.

  
  Please let us know if any further information is needed to close this matter. We appreciate your time and attention to this issue.

  Customer Answer

  Date: 02/21/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I wrote manager ***** a email she did not address it. I am writing to express my serious concern regarding a medical emergency involving my son at your wave pool on February 15, 2025, at approximately 7:45 PM. While initially enjoying our visit, the situation escalated rapidly when my son began choking and experiencing severe respiratory distress.
  
  
  Although a lifeguard responded quickly and summoned the lead lifeguard, ****, I was deeply disturbed by the subsequent handling of the situation. Despite my son's critical condition, **** instructed me to leave his side and approach him for instructions. This request was unreasonable given my son's immediate need for assistance. Instead of prioritizing my son's wellbeing, **** appeared to engage in conversations with other guests. It was only after I prepared to call emergency services that **** finally intervened. My son’s struggle to breathe continued for over five minutes before receiving adequate attention.
  
  
  Furthermore, the on-site EMS team did not assess my son's oxygen saturation levels until I specifically requested it. This delay in critical care is unacceptable.
  
  
  This incident has left my family deeply shaken and raises serious questions about the adequacy of your park's emergency response protocols and staff training. While we have appreciated the complimentary stay offered, the traumatic nature of this experience overshadows this gesture. The lingering concern about potential bed bugs further compounds our anxiety.
  
  
  In light of this, I request a comprehensive investigation into this matter, detailing the actions (or lack thereof) taken by your staff. I would appreciate a detailed response outlining the steps being taken to prevent similar incidents and to ensure the safety of your guests. To adequately address the distress caused to my family and to compensate for the significant emotional toll and the potential for bed bug infestation, I believe a two-day stay, including meals and access to park amenities, would be a more appropriate resolution.
  
  
  
  Sincerely,
  
  
  
  ******** ****

  Business Response

  Date: 02/24/2025

  I reviewed the body camera worn by the EMT conducting patient care.  The EMT was on scene for 44 seconds establishing care when Ms. ******* asked for the pulse- Ox meter.  During care it was established that the patient suffered from asthma, when asked if he had his inhaler, Ms. ******* replied he left it at home. The EMT acted within the scope of his employment and followed policy and procedures established by Kalahari Resort.

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

  Corporate Director of Safety, Security and EMS.

• Initial Complaint

  Date:02/13/2025

  Type:Facilities 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.

  This is very disappointing. My husband and I planned a trip to Kalahari (Sandusky) to enjoy a different scenery other than the hospital scene I've been seeing for the past two years. I just had a liver transplant and this is unacceptable. There was black mold in the pool, on the waterfall, and all around the edges of the pool. This is a health hazard. Kalahari should be shut down. This will need to be addressed on every level! I have a video also of all the black mold!

  Business Response

  Date: 02/14/2025

  We are actively looking into the matter and working to resolve any concerns. 

• Initial Complaint

  Date:12/30/2024

  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.

  i booked a room a couple weeks in advance for 2 nights. i got all the conformation emails, all the updates. prechecked in the morning of. on our way there i got call asking if we were coming. i said yes and they had my room ready and waiting for me. i got there and they said they were overbooked and they gave my room to someone else. of course there was no management there because it was the weekend. the clerk said they'd refund my stay and put me in a partner hotel down the road. just go there and say i was from kalahari and they'd get me a room. went there and said i was from kalahari. they didnt know anything about this partnership but others have come saying the same thing. so back to kalahari i go. got the customer service person to call the other hotel and set it up. so after 3 hours i finally got a room in different hotel.
  3 hours of my life i wont get back. $100 worth of groceries i had to throw away because i was supposed to get a room with a kitchen. thanks for ruining our vacation. i got the wrist bands for tomorrow but i might not go because im so ticked off.
  If they would have canceled me when i online checked in, or when they called me and confirmed it would have been better and i would've understood. but to wait until i drive 4 hours is what i would think criminal. then to jerk me around for 3 hours. shame on you. i believe they overbook on purpose so the can resell the rooms at higher rates. and hope that somepeople dont show. they said they were going to refund me and give me a free night some othertime. why would i ever want to comeback. i dont want i free night i want my vacation you ruined back. you lost a customer for life and i will tell everyone i know about this. fix your policy on overbooking the customer service people know you do it on purpose and stick them out there to take the heat. bad form kalahari, bad form. shame on you. and i better get my refund.

  Business Response

  Date: 12/31/2024

  We sincerely apologize for the inconvenience and frustration you experienced during your recent visit to Kalahari. Overbooking is not a practice we engage in intentionally to inconvenience guests; rather, it is an industry-standard practice to account for unexpected cancellations or no-shows. However, in this case, we clearly failed to manage the situation appropriately and deliver the exceptional service you deserve.

  
  We understand the impact this had on your vacation, including the loss of your time, groceries, and overall experience. Your feedback regarding communication, the handling of overbooked situations, and the time spent resolving the issue is deeply valued, and we are committed to reviewing and improving our processes to prevent similar occurrences.

  
  As promised, your refund is being processed, and we would like to ensure this is completed promptly. Additionally, while we understand your hesitation, the offer of a complimentary night is extended as a gesture of goodwill should you choose to give us another opportunity to earn your trust.

  
  Please contact our customer service team directly if you have further concerns or questions about your refund or wish to discuss this matter further. Thank you for bringing this to our attention, and we deeply regret the negative impact on your vacation.