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:12/30/2024

  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 checked in at Kalahari on December 26, 2024. Everything went smoothly. I was able to check in alittle early which was great. I got to my room and noticed a smell in and out of the room. The smell was similar to boiled eggs. I didnt mind it at first. I went to the park and had a good time. In the evening, I went to wind down and go to bed, this is the bulk of my complaint. Above my bed was a flashing white light, which i assume is the smoke detector. This light was so bright and flashed every 5 seconds. The fridge and exhaust in my room was so loud that my family had trouble sleeping all night. Whenever the fridge kicked on, it sounded like gunshots. I was scheduled to stay for two nights but ended up leaving the next day. I messenged ************ and told them about my problem. They told me "we will have somone reach out im sorry for this." No one called me.

  Business Response

  Date: 12/31/2024

  We sincerely apologize for the discomfort and inconvenience you experienced during your recent stay at Kalahari. Your concerns regarding the smell in your room, the flashing smoke detector light, and the noise from the fridge and exhaust are deeply concerning, and we regret that they disrupted your stay.

  
  Additionally, we are sorry for the lack of follow-up after you reached out to us. This is not the level of service we strive to provide, and we are taking steps to ensure such oversights do not occur in the future.

  
  We would like to make this right by addressing your concerns directly and ensuring you receive proper resolution. A member of our Guest Services team will be reaching out to you.

  
  Thank you for bringing this to our attention, and we appreciate the opportunity to improve.

  Customer Answer

  Date: 01/05/2025

  
  
  Complaint: 22739630
  
  
  
  I am rejecting this response because I’ve made multiple attempts to reach out to the business. I left a message for the supervisor. The business has not attempted to reach out as they promised they would. 
  
  
  
  Sincerely,
  
  
  
  ******* *******

• Initial Complaint

  Date:12/18/2024

  Type:Product 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 ordered a gift card on November 21, 2021 for the amount of $500. It was gifted that Christmas to a family member. They have recently told me it was lost in a move without ever using it.
  
  The website states a lost or stolen gift card can be deactivated and the remaining balance transferred to a new card.
  
  I have replied to the order confirmation email twice and called three times. All have gone unanswered.
  
  The first call (12/9/24) I spoke to a "******" who took my information, saying she would forward it to her manager to see what could be done. I have not heard back from that interaction.
  
  The second and third calls (12/13/24 and 12/18/24), I left detailed voicemails on the gift card question phone number (608-254-5445) listed on their website. I have not heard back from those interactions either.
  
  I have the postmaster automated reply saying the two emails (12/3/24 and 12/18) were delivered but the recipient's server does not send a delivery receipt. I have not heard back from either of those.

• Initial Complaint

  Date:12/10/2024

  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.

  My family and I paid to go to this indoor water resort. Upon going we looked at website before purchasing online and saw which attractions were not open. Per the website, one was down until mid December which was the Storm Rider. We arrive at the location with our children and almost 5 attractions were shut down, we would have never chose this weekend to go if we would have known this up front. We drove 3.5 hours to get to this park. I could not find a manger to speak with in the waterpark area at the time, complete chaos, I called and spoke with ******* and she was very unapologetic, very matter of fact that she was not there but on the logs some things were only down for a few hours.

  Business Response

  Date: 12/10/2024

  We did run into some staffing concerns late afternoon in which the Basketball pool was closed. We also had temporary closures with the lazy river.  Swahili and Rhino closed later that evening due to safety concern. I'd be more than happy to make up for this experience with complimentary passes so that you can enjoy the waterpark to the fullest. 

• Initial Complaint

  Date:09/16/2024

  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.

  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

  Date: 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

  Date:09/04/2024

  Type:Service or Repair 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 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

  Date: 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

  Date:09/03/2024

  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.

  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

  Date: 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

  Date:09/03/2024

  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 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

  Date: 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

  Date:07/24/2024

  Type:Facilities 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.

  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

  Date: 07/25/2024

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

  Customer Answer

  Date: 07/27/2024

  I have attached the invoice for Kalahari

  Business Response

  Date: 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 Answer

  Date: 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

  Date:07/19/2024

  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.

  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

  Date: 07/25/2024

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

• Initial Complaint

  Date:06/25/2024

  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 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

  Date: 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 Answer

  Date: 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

  Date: 06/30/2024

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