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:01/04/2024

  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.

  July 7-8th, 2023:
  We were headed to check out and we were walking through the game room. My daughter asked me to look in the souvenir shop at the sweatshirts. When we slowed down to turn right to walk into the store, an employee carrying a stacked pallet of gatorades, was following us entirely too close and the top half of the case packs of Gatorade came tumbling down and several landed on my ankle. The employee looked at me in disgust and began picking up the drinks. Never apologized or asked if I was OK. I hid behind a gaming machine and began sobbing. My husband found me and he immediately went to speak with a manager at the checkin desk. We told an employee at the check-in desk what had happened and waited for a half hour for the manager, to be told the manager would look at the video and be in touch. Security informed us we must wait on the EMT to be looked at before leaving the premises. We waited an additional 30-min, filled out more paperwork and he wrapped my ankle in an ace bandage. He said someone would be in contact with me. I have tried reaching out to multiple customer service areas via emails and texts, all promising a call back, with zero success. I am baffled how I have taken my family to Khalihari probably 5-7 times over the past many years with zero complaints…but when I get physically injured from an employee’s negligence…I get ZERO follow-up from the management team! Not a single apology, the employee was never talked to about this incident (which was our initial request) and no one cared to see how my injury was. It has been almost 7 months!!! I am appalled at the lack of customer service from Khalihari!!!!

  Business Response

  Date: 01/08/2024

  Hello, 
  

  I am reaching out to you in regard to the complaint that you left with the Better Business Bureau. The Safety Team has conducted a complete investigation into the incident. We have found that Kalahari staff acted in accordance with all policies and procedures. We will not be moving forward with a refund. But, because you had such a poor experience, I'd like to extend 6 complimentary WP passes to you and your family. Let me know if this is something that you'd be interested in.  
  
  I hope you and your family had a wonderful holiday season.
  
  Best,
  ****** ***** - EMS & Safety Manager

  
  

  Customer Answer

  Date: 01/08/2024

  
  
  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:11/29/2023

  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 booked a stay with Kalahari on 11/22/2023 for 11/25/2023 I canceled the reservation and the charge went through on my card still. Now Im out that money after rebooking the stay at a lower price. I would like to receive a refund for the cancellation of the original stay. I understand if they have to deduct the $100 for canceling within three days of the stay.

• Initial Complaint

  Date:11/09/2023

  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 stay at Kalahari Resorts was a complete nightmare. Not only was the service abysmal, but my experience was marred by a shocking incident. During my stay, I had the unfortunate experience of having my iPad stolen, and to make matters worse, nobody from the resort has bothered to reach out or address the issue.The fact that there is no immediate recourse for reporting a stolen item other than an online form is utterly absurd. It's a clear indication of their disregard for guest security and satisfaction.Furthermore, the overall atmosphere of the resort left much to be desired. It's disappointing to see an establishment with such potential fail to provide the level of service and security one would expect. To sum it up, my experience at Kalahari Resorts was not only unpleasant but also left me feeling unsafe and unsupported by the staff. I strongly advise against staying at this establishment.I am seeking compensation to ensure I am able to replace the iPad and accessories stolen.

  Business Response

  Date: 11/28/2023

  We have tried to reach out to this guest and left voicemail on 11/28

• Initial Complaint

  Date:10/19/2023

  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.

  Hello Me and my girlfriend went to stay overnight for a little getaway at the ******** Kalahari upon purchasing everything in advance online as we approached the check in I was told i needed to pre authorize a 200 dollar charge onto my card for any amenities that we had for the night (dinner, arcarde, gift shops, etc...) and on the Kalahari website it states any funds out of the 200 that was preauthorized will be returned to the card that was preauthorized. So i thought cool that shouldn't be an issue well I got my invoice and the 200 preauthorized never showed up on my invoice but its pending on my card and my folio balance is ***** which that should have been covered from the 200 that was preauthorized which means I should be receiving a ****** Credit back onto my card that I have not yet received, PLEASE HELP

  Business Response

  Date: 11/07/2023

  Good evening, I am happy to hear a member of our billing team was able to reach out and get this issue taken care of!

• Initial Complaint

  Date:08/18/2023

  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.

  customer service representative, ***, refused to give me my NYS DOCCS / first responder discount which i am entitled and when told i was eligible hiked the rates up. later she refused to give her name and refused to allow me to speak to a supervisor. i was trying to book a king whirlpool suit for 2 mights 3 days oct 10 through 12, 2023 at Sandusky Ohio location with my discount

  Business Response

  Date: 08/20/2023

  Good morning, a member of our leadership team has tried to reach out and left a voicemail.

• Initial Complaint

  Date:08/09/2023

  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.

  Checked in on July 31. My card was charged a $200 deposit to cover any charges made while staying. I kept careful track to make sure that my family did not go over this $200. We left on August 4th, and had spent $199.14. I assumed within a few days I would have the 86 cents credited to my account as this is what had happened the previous 2 years when we visited. Instead, today 4 days after we left my card was charged again for $199.14. So not I have charges totaling $399.14 on my bank account. I can't afford to be $200 short on my bank account. What was the purpose of placing the hold if they were just going to charge my card for the total anyway? I spoke to someone today that said that holds were refunded within 3 days of leaving. I said that it had been 4 days and was given a number and extension to call to speak to someone. I called and there was no answer so I left a message. I can not wait days to get a response as I need this money back in my account! I spent over 2 grand on this stay and for them to overcharge me is ridiculous.

  Business Response

  Date: 08/13/2023

  A member of Kalahari's Guest Billing Team has reached out in regards to this.

• Initial Complaint

  Date:08/07/2023

  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 July 27, 2023 I purchased 4 day passes for the indoor water park at Sandusky,OH for admission on July 28 2023.During the process there were numerous issues with the payment form rejecting both me and my husbands visa debit cards numerous times. I tried multiple times calling for assistance only to be hung up on transferred, or have no one answer. We then used my husbands capital one Mastercard and it approved transaction. Upon arrival, we were denied admission because we didn’t bring the card with us or have a screen shot of the card. My mother then had to repurchase our tickets. We were told 3-5 business days we would be refunded and still have not been. Then on August 5 our bank sent us an alert that Kalahari was attempting to suddenly process the a transaction from July 27 for $600 which would have been 3x the purchase a week after our visit luckily it was stopped by the bank. This was our first and last time visiting your resort and I would greatly appreciate my money back, as your staff still continues to hang up on me or place me on an endless hold. Truly terrible experience I have attached our credit card receipt

  Business Response

  Date: 08/08/2023

  Hello,

  We have processed your refund for $159.96. You should see the refund in 3-5 business days. 

  Thank You,

  ***** ******

  Waterpark Director

  419. ******** ext. *****

  Customer Answer

  Date: 08/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  as you can see I’ve attached the receipt showing the purchase on July 27. Today is august 8 we are past 3-5 days now
  
  Sincerely,
  
  
  
  ****** And ******** ****

• Initial Complaint

  Date:07/17/2023

  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 was charged $500 for a room damage fee because their smoke detector went off. It was undamaged and not due to smoke. It went off while we were cooking in the rooms kitchen. I would like the $500 they charged my credit card refunded.

  Business Response

  Date: 07/18/2023

  Good afternoon, I am glad to hear our corporate team has been in touch with you. Please note the $500 damage fee has been refunded.

  Customer Answer

  Date: 07/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been checking my credit card account daily and I have yet to see any credit of any kind. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 08/08/2023

  Good afternoon, your refund of $500 was processed on 07/26. This could take 10-14 business days to show up on your account.

   

  Customer Answer

  Date: 08/09/2023

  
  
  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:06/26/2023

  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 visited kalahari Sandusky from 6/22-6/23/2023. When arriving, Myself, sister, my son and niece all went to our reserved room. This is where the disaster began.
  One of the kids went to use the bathroom right away, to which they came out saying they almost fell off the toilet, it was coming up off of the floor, wobbly and moving all around. I went in to check, the toilet in fact was not connected to the floor properly at all! You Could completely tip the toilet over if you had tried! I then noticed that the bathtub/shower was filthy, globs of hair and muddy foot prints were in the tub!
  I walked out to look around the rest of the room & see that the a/c unit looks to be coming off of the wall, the casing to it was falling off. To which I then noticed how disgusting, that itself was. There was gunk and dust everywhere. It looked wet and caked onto the vent part of the unit where the air blows out of, as well as all over the rest of it inside!
  Next I pulled Out the couch bed, to which I noticed was broken & the blankets looked like they had not been washed at all!
  Went to the front desk, after waiting 45min they switched our room & gave me a few things to “try” and make up For it. (Game card & breakfast voucher).
  They the new room wasn’t better, bathroom was still very disgusting & looked as though house keeping didn’t wash the tub out. The a/c again was filthy, the filter to the ac unit was caked with dust balls, which I tried to clean myself. At this point we had wasted well over 3 hours with the switching of the rooms and waiting, the kids were getting upset & I already wanted to go home!!! The blankets (brown) on the beds were disgusting, had stains on them and something hard all over the one! The soap dispenser was broken off the wall as well!
  So many safety hazards for children here! Broken toilets, fixtures, breathing in all that dust! 0/10- would not recommend this place! ( I have plenty of pictures & video to prove these allegations).

  Business Response

  Date: 06/27/2023

  This guest has been contacted and her concerns have been addressed and resolved. 

• Initial Complaint

  Date:06/07/2023

  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 am following up on a credit issued by Kalahari Resort, OH on 4/20/23 to card ending in ****. The reservation was made to Kalahari Resort on 9/4/22 to the card ending in **** for 503.99. The card was closed soon thereafter and the reservation was canceled on 4/20/23. The credit was sent back to chase on 4/20/23 in the amount of 473.99.
  I then received a letter in the mail stating that Chase had credited back the 473.99 on 4/24 to merchants bank under reference number ********-******************.
  I called Kalahari Resort and they contacted their bank and the credit had not been credited back as of 5/22/23. I need to find out where my deposit is for the room I cancelled

  Business Response

  Date: 06/13/2023

  Good morning,

   

  I have emailed this guest regarding her refund issues.

  Customer Answer

  Date: 06/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the issue has not been refunded to my account. The refund is evidently lost and Kalahari's bank needs to get in touch with Chase's bank to resolve the situation as both companies are saying the same thing.
  
  
  
  Sincerely,
  
  
  
  ****** ***********