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:06/24/2024

  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.

  I purchased day passes on Kalahari.com for my son and a friend on May 11, 2024. I needed two passes and the price had gone up from when they looked at it the day prior due to their demand pricing. I had to call my son to let him know the price had changed. Also, I needed to leave the shopping cart screen and refer to the screen prior to find out more information. When I went back to the shopping cart, it was not clear that the 2 tickets I added were still in my cart so I added 2 tickets thinking that the first set of tickets had been cleared when I left the cart. The tickets were going fast, so I was in a hurry to purchase them before they were out because my son and his friend were already midway into their 1.5 hour drive to the resort. It wasn't until the I saw the confirmation screen that I realized I had inadvertently purchased 4 tickets instead of 2. In a panic, I immediately called Kalahari looking to speak with ***************** Instead, I kept having to leave voice mail messages. I called over and over again trying to speak with a person. My mistake should have been able to be easily remedied since I reached out to them immediately. However, I could not reach anyone.In the meantime, my son got to Kalahari and explained the situation. They told my son that they refunded back the money for the 2 tickets that were mistakenly purchased and that the refund would come in 7 - 10 business days. Fast forward to now. I received my credit card statement with the charge of $379.96. It has been 30 days and my account was not credited. Kalahari should refund me the amount of $190. I immediately tried to reach them when I made the error and there is no reason why they should not give me back my money. I have contacted them multiple times since I got my credit card statement. I'm just put into voicemail and do not get any calls back.

  Business Response

  Date: 06/25/2024

  Hello,  Thank you for letting us know that your refund has not been processed. I am looking into this with our finance department. Please contact me directly. ***********************************.  My name is *********************** and I am the director of the park. 

• Initial Complaint

  Date:05/29/2024

  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 family of 5 stayed at Kalahari 5/27/2024 and at 2:30pm, an hour after arriving, we were injured on the large Family raft slide.The raft was in disrepair, and my wife, 9 year old and 14 year old son experienced difficulty starting the ride. The employee who pushes the raft into the slide failed and retried 3x before they successfully entered the slide.The ride is supposed to conclude with one raft exiting the ride, before the next raft enters. There is a lifeguard at the bottom who helps you exit and then signals to the top to send the next group.My 12 year old son and I, a combined 450lbs were sent down next. Once in the ride I heard my 9 year old screaming in fear and my wife yelling stop! It was only because of this that I reduced our speed as best I could by leaning backwards, but we collided full force with their raft as they were lodged in the middle of the slide and had never exited the bottom.The collision resulted in my wife having rib, back and neck pain that made it impossible for her to continue riding any of the slides. And my 9 year old is now having back pain and worse, he is emotionally upset and now afraid of the rides.The accident was caused due to employee negligence, and ruined our family vacation.We waited for 30 minutes for a manager, after informing the lifeguard. In the meantime another family got stuck in the ride, but they were made aware since we had already informed them. They continued using the ride after dislodging that family.We asked to speak to a manager. We got no such luck. I called guest services from my room, and was told the hotel has nothing to do with the water park, and was transferred to the water park where no answer was made and I left a voicemail with my room and phone. I have received no contact from Kalahari. We left the park this morning, and were told checkout is automatic so no one has addressed this situation and it is impossible to speak to anyone other than teenage employees.

  Business Response

  Date: 06/12/2024

  Hello,

  I apologize that this happened to you and your family while visiting our waterpark. I will be contacting you through your personal e-mail to resolve this issue.

  Thank you, 

• Initial Complaint

  Date:05/29/2024

  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.

  On May 27,2024 we checked in for a 4 pm arrival time at 6:10 pm I called front desk requesting service **** stated my room was now available and he would ***** us a 2 pm late check out for the inconvenience of sitting in the lobby for two hours with small children! On May 28 at 10:30 ****** went into my room stripped it down and start cleaning it with my things in there! I notified ***** supervisor of housekeeping she sent me down to from desk very apologetic and **** THE TERROR OF A SUPERVISOR AT THE ***** DESK offered 2 arcade cards and said she couldnt do anything else very rudely! I want half of my money. Initially I would have accepted a commentary night now I wish to NEVER RETURN!

  Business Response

  Date: 06/08/2024

  As a goodwill gesture, guest will be refunded half the room night.

• Initial Complaint

  Date:05/06/2024

  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 family and I stayed on 3/10/24. When we arrived my card was charged the $200 for a deposit or whatever and should be refunded. Was never refunded. My card was charged two more seperate times on 3/19/24 for $100 both times. I have tried many times to call and resolve this but always have to leave a message and it’s never returned. I am out $400 and I’m really upset about this. Who took my money??

  Business Response

  Date: 05/18/2024

  Guest damaged TV in the room. The value of the damages was $500. Guest will not be refunded for the charges, 

• Initial Complaint

  Date:04/22/2024

  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.

  Privacy Breach and Safety Concerns at Kalahari Resort, Sandusky, Ohio
  
  I'm filing a complaint against Kalahari Resort in Sandusky, Ohio, due to a serious breach of privacy and a failure to ensure safety during our stay in April 2023. We were there to celebrate my niece's birthday, but the resort's actions and lack of appropriate response ruined the occasion.
  
  Before checking in, we informed management about a safety risk from my niece's father, who had been stalking us. We asked the staff not to confirm our presence if he called, and we emphasized that his sole reason for being there, having driven three hours from home, was to find us. Despite this, the staff disclosed our presence, allowing him to locate us. He even drove to the Kalahari in the Poconos before finding us in Sandusky, clearly showing his intent to track us down.
  
  Rather than ask him to leave, the management allowed him to stay and lurk around us, creating an unsafe and uncomfortable environment. He stalked around our door and followed us throughout the park, forcing us to stay in our room most of the time. I basically paid thousands of dollars to be in one of the most uncomfortable and traumatic situations of my life. The management apologized was very verbally compassionate, but didn't take any concrete steps to correct the situation. They said they would "take care of our trip" if we booked again, but when I called this year to make arrangements, they refused to honor that promise.
  
  I request the Better Business Bureau investigate Kalahari Resort's policies on guest privacy and safety. I seek compensation for the ruined vacation, including costs incurred on food, game passes, and other activities. It's crucial that guests' safety and privacy are respected, and I hope the Better Business Bureau will hold the resort accountable for its failure to do so.

  Business Response

  Date: 05/02/2024

  Guest has been compensated half their stay when they were here last. Also got arcade cards as well as breakfast vouchers. Called guest to let them know that we will not be compensating any further for this issue. Called twice and no voicemail set up. 

• Initial Complaint

  Date:03/26/2024

  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.

  Rented a room on 3/25/24, found ants on the surfaces of the night stands, bed after a night stay, and ceiling. Brought it to management attention, chemicals were sprayed, returned to the room later with more ants and no further resolution.

  Business Response

  Date: 04/12/2024

  Called guest and left a voicemail to follow up on recent visit. 

• Initial Complaint

  Date:03/04/2024

  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 stayed at the Ohio resort last night .. there was a fight in the women’s bathroom by the adult jacuzzi! And them while we were sleeping 2 times people walked into our rooms !! Called the manager and he acting like we were lying I told him to look at the cameras . I’ve taking my kids here every year since they were little ! Honestly the safety of the guest are not important to this business! We paid for 2 rooms

  Business Response

  Date: 03/11/2024

  called guest and offered $150 credit per reservation as a goodwill gesture. Guest Gladly accepted.

• Initial Complaint

  Date:01/29/2024

  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.

  My family stayed at Kalahari Sandusky 1/26/24-1/28/24. It was me, my 3 kids, my brother, his wife, and their 2 kids. Saturday about 4:30, the kids were in the wave pool, a grown man inappropriately touched my daughter, who is a minor, multiple times and was recording her under water. We had to depart the water park. ***** from Security was fantastic, the local Sheriff's dept was amazing. The 27 year man ended up being a former employee who was there alone for a day pass and had 2 prior records of the same conduct to women in public places. The man was arrested and it resulted in a long night of dealing with the police until after midnight, filing charges and paperwork. Management never once checked on my daughter or asked if we needed anything. I went to the desk and asked to speak to management and asked if we could get a refund since our trip was completely ruined and there was no way my daughter was going back to the park the next day. She is a child and completely traumatized over the incident. They offered her arcade cards and in regards to the refund, she said "we don't really do that here." She said she could possible refund half of one night due to the "severity of the incident" but she was not sure and my card has never seen a refund. It was a horrible experience. Not only my daughter, but my young nieces who witnessed everything are so upset and devastated over the whole thing. I am so disappointed in Kalahari for their lack of sympathy with my daughter and lack of trying to make things right on a very expensive weekend family vacation that was completely ruined. They did not even ban this guy so my daughter was terrified he was going to come back.

  Business Response

  Date: 02/15/2024

  Spoke with guest on phone about recent stay. Guest requested to have the last night refunded. As a goodwill gesture, the remaining balance of 2nd night $327.24 has been refunded. 

  Customer Answer

  Date: 02/16/2024

  
  
  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.

  Skai reached out from Customer Service, he was awesome. He was very sympathetic over the incident and understanding. I was happy to have the issue resolved quickly without hesitation. 
  
  
  
  Sincerely,
  
  
  
  ***** *****

• Initial Complaint

  Date:01/16/2024

  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.

  My family visited Kalahari Sandusky OH 1/12/24-1/13/24. The only positive thing about the visit was them allowing us to apply our purchased day passes to our purchased room. On Friday we were celebrating with family who paid for their overpriced villa a birthday party. We were provided a ride from the resort to the villas and guaranteed a return ride. We called to return and after 15 minutes of no ride appearing, called back and were informed we had to figure it out on or own. No one came to pick us up. We made our way back and due to a horrible nights sleep in our rooms, decided to discuss with a manager before going to breakfast. He informed us that the night manager or security should have come to get us. The second horrible experience was the discoloration of swimsuits. We have pictures showing the original look prior to getting in the whirlpool a second day and the current status of discoloration. When talking to water park manager, he simply stated the wearing of the bathing suits in different places and different attractions can cause discoloration. A lie! One of the bathing suits was brand new and the other showed no signs of discoloration prior to getting into the swim up mudhut whirlpool. We did notice that someone was at the whirlpool a long time testing the water, but did not shut down the whirlpool. We informed the manager of that as well. I’ve asked for a corporate number in person, on chat, and even when a manager called today on Monday. They will not provide the number. One swimsuit was purchased in June 2023 at Disney for $200 and another on Amazon 1/10/24 for $40. We should be compensated. The attitudes and demeanor of the managers were “not their problem, but ours”. We were told that security was coming to complete incident reports and they did not.

  Customer Answer

  Date: 01/17/2024

  Consumer contacted BBB to let us know the matter has been resolved.

• Initial Complaint

  Date:01/10/2024

  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.

  On 11/2/23, I took my son and his friend to Kalahari in ********, ** to celebrate my son's birthday. We spent the evening in the waterpark then headed back to the room. My son went in the bathroom and discovered multiple ladybugs on the shower curtain, tub, floor; we tried to flush them but the more we flushed, the more we discovered. Then, in the main part of the room, there were about 20 more (at least) crawling on the walls and ceiling. I called downstairs to see if we could move rooms, but they said that there were none available. I said we could not stay in this room, and they said that they would send up a manager. No manager arrived, but about 10 minutes later, a man with a very old vacuum arrived. I said there was no way that would clean the bugs out of the ceiling/walls/bathroom. I called back downstairs and spoke to ****, who said that he would refund our room. Downstairs, there was a line, but Rich motioned me to the desk as I said we had spoken about the bugs in the room. He apologized and said that this time of year, Kalahari has a "bug infestation problem with stink bugs and lady bugs". It was busy, but he promised that he made a note to refund our stay as soon as he had a free minute. We left around 10:30pm for our hour plus drive home. In December, we saw that the charge went through on our credit card. I called Kalahari the next day and spoke to ********* and explained that I was promised a refund since our room was full of bugs. He said no, that in his notes it said I had agreed to a complimentary upgrade. I said that was not true and that **** (with both of the boys as witnesses) promised us a refund. ********* said a refund would not have been given for ladybugs in the room. I then sent his manager, ***************************, two emails to which he has not responded. Please Kalahari do the right thing and refund our stay. Detailed account attached. ********************** did send a complimentary upgrade certificate which is not what I want.

  Business Response

  Date: 01/16/2024

  We have tried to connect with this guest via phone number provided.