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:06/05/2023

  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.

  June 1, 2023 my group and I arrived to check in at Kalahari for a convention. We had booked a room prior, a confirmation was received and we also re-confirmed the number by typing it in online and looking at the reservation. When we arrived, we were told there was an “error” with their system and that they were actually overbooked and we did not have a room. The manager made no attempts to rectify or improve the situation. We were left with no where to stay. We never received an email stating that our reservation was canceled, payment failed, nothing like that. A few in our group purchased a monthly pass - they have visited twice so far and have been unable to get their pass because their printer is always broken. It’s $130 for a monthly pass and you aren’t even allowed to borrow a towel. You have to be a hotel guest to borrow a towel and 18+, so if there are children in your group, some people get to be cold and wet. We have had some terrible and overpriced food also. We are of course mostly upset about reserving a room and not receiving any communication about actually NOT having a room, and being left with no place to stay and no attempts at making the situation better. The terrible experiences I’ve been having at Kalahari lately really makes me not want to visit again.

  Business Response

  Date: 06/06/2023

  I have reached out to this guest, with no response. 

  Customer Answer

  Date: 06/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not received any communication from Kalahari. I have not received emails, texts, or any phone calls. 
  
  
  
  Sincerely,
  
  
  
  ******** *******

  Business Response

  Date: 06/13/2023

  Good Afternoon,

   

  I have called number provided and voicemail was full. An email was set to email provided. 

• Initial Complaint

  Date:05/05/2023

  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.

  On February 24th 2023 between 1:17PM to 2:07PM I called Kalahari to make day reservations for six for April 16th 2023. The female employee gave me the confirmation number ******* and informed me since I was paying for this using Kalahari gift cards (which were purchased previously) that I would pay upon arrival since the reservations were made via telephone. I asked if I would be guaranteed the rate of $64.99 per person and was reassured yes. I made these reservations well in advance for that particular purpose.
  On April 16th 2023, our group of six arrived at Kalahari and were told we had to check in at the waterpark desk since we had day reservations only. We were waited on by ******, at the desk who tried several times to locate our reservations to no avail. After a long time trying, he then informs us he has no choice but to charge us $84.99 per person since he couldnt locate our reservations. At this point, our group was patiently waiting to get into the waterpark and enjoy our day so I reluctantly paid the $84.99 per person however corresponded with ****** that when they located the reservations to please let us know that we would just be in the waterpark. I then assumed they would locate it in their computer system or listen to the recording of the reservations when they were made and most likely would just compensate the difference in monies back and wed all share a good laugh. At this point, I was hopeful and confident that the staff would locate it. We were all determined to enjoy ourselves despite this and we all had so much fun. We left without hearing anything and talked about how when we arrived back home, I would give it a few days and if I still didnt hear from anyone, I would call and ask to speak to a manager. I did so and was told he also couldnt find the reservations. I then called and spoke to several different Kalahari employees before eventually leaving a detailed message and have not heard anything back yet.

  Business Response

  Date: 05/19/2023

  We have reached out to this guest and taken care of rufunding the difference and apologized for the mixup!

• Initial Complaint

  Date:04/18/2023

  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 paid $467.49 for two nights. After only being there the one night my husband and I were having a horrible experience. Between the staffs terrible attitude, my husband developing a rash from the pool, and the terrible food, we went to the front desk stating we were not enjoying our stay. The manager told us that due to our experience and us wanting to leave we will be charged the $99 late check out fee even though we were leaving early. She also stated she will not be charging us the $187.19 for the night since we weren’t going to be there. I woke up this morning checked my account just to see I was in fact charged the full $467.47. I would not suggest staying at Kalahari to anyone and if you still decide to go here avoid the pool.

  Business Response

  Date: 04/18/2023

  Spoke with ***** *******, the husband of ****** *******, and explained we did remove the second night as the guest departed a day early and because of how late they stayed they were only charged a late checkout instead of a second night but because they had room charging it offset the refund. The room charging plus the late checkout was more than the refund. Once I explained to guest they understood and I clarified their concerns. 

  Customer Answer

  Date: 04/18/2023

  
  
  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:04/17/2023

  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.

  $600 fees charged to my card! Random purchases that they cannot explain - large amount for grill inside water park area that we never even visited !
  
  In all with the fees that I knew about including my room fee $534
  
  That is an additional fee so total to go to Kalahari for one night over $1000!
  
  This is unreal! I cannot believe that this could even happen - this why you never give your card to a hotel I guess
  
  Oh and I paid for late checkout- it’s on my confirmation- $99 and they told me it was early check in ! I didn’t argue just checked out, figured I would pick my battles and that was one that I passed on… even tho I was out $99 for it. That was a red flag there and I missed it
  
  They are unable to tell me what these charges are for- and I want my money back

  Business Response

  Date: 04/17/2023

  Attempted to contact this guest but the phone is out of service. Sent an email, waiting for a response. 

• Initial Complaint

  Date:03/30/2023

  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.

  Locker didn’t work
  Room has no cable
  There’s no tables at park
  Room wasn’t ready
  No directions to room
  No direction for parking
  Miserable!!

  Business Response

  Date: 04/01/2023

  Sent email to guest to resolve issue.

• Initial Complaint

  Date:03/20/2023

  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 ordered tickets 03/25/2023 for a night ($412.89). We had a family emergency and had to cancel. I called about a refund and they told me my deposit cant be returned. I then tried to rebook so I could get something out of it. they told me the new price ( a day later) was $400 more than originally. I told them I can not do that, and the response was basically "oh well". The employ was extremely rude and condescending as well. The worst customer service I have ever received.

  Business Response

  Date: 03/24/2023

  This has been resolved. The refund was given back to the guest for the cancellation.

• Initial Complaint

  Date:12/27/2022

  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 problem is Kalahari fails to let people know when the water park is down stuff like whatever keeps the humidity working was not working on the dec24th the wave pool not working a few other not working pretty much there are only few things to do regarding the water park and it feels like u need a coat on or sweater in the water park forreal there were ALOT of people saying they can’t get in cause the place is COLD so it made everything over crowded gameroom cause nobody wanted to be in the water park usually everything is OK but I’m not feeling it this time it’s Christmas Eve it’s my sons bday and we drove 3 hours in a winter storm people are paying for a fun experience and when u don’t get it,it’s a let down I’m a regular and I don’t know if Kalahari has changed ownership but it seems to be going backwards I use to look forward to coming back not so much this time

  Business Response

  Date: 01/11/2023

  Left message with guest.

• Initial Complaint

  Date:11/28/2022

  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 Thanksgiving day 2022, I brought all four of my children along with their father to Kalahari to enjoy Thanksgiving. We were walking through the hallway, and my son brushed against one of the statues, which happened to be sharp at the edge. It slice the side of his hip, therefore, due to health reasons, I advised him not to go back into the water for a while, which made the trip not fun for my son. Then, as I told the front desk, they came to wipe down and sanitize the statue which I appreciate however, they did not move the positioning of the statue, so that no further Customers/adults/children got injured from the same statue, which is also not very sanitary as there are certain blood diseases that live on surfaces for up to 7 to 10 days! I feel as though maybe some type of compensation for his ticket and overnight stay should have been offered as he did not get to fully enjoy his Thanksgiving due to having to sit out of the water. Aside from that possibly an alcohol pad, or some peroxide would’ve been awesome with a Band-Aid that we were offered.

  Business Response

  Date: 11/30/2022

  Guest has been taken care of.

• Initial Complaint

  Date:11/28/2022

  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.

  Booked 9-29-22 to 10-1-22
  Stay 9-29-22 checked out 9-30-22
  I had a 3 bedroom suite, my rooms was ***********
  My complaint was the bed hard as a rock, I called the front desk. The front desk manager ******** ********* offered if I check out if they can not resolve my issue on the mattress I would get a half refund for 9-29-22 and a whole refund for 9-30-22, also day passes was supposed to be emailed for me and my guests ( which it was 12 of us)
  The housekeeper manager and 3 maintenance guys showed up between the time we waited before checking out and stated they just changed all their mattress to firm in the spring and have no other mattress available. I explained to them I have a history of back problems and never had an issue with their mattress outta the 12 years we been attending twice a year to kalahari. That they can’t not expect all guest to be comfortable with firm mattress. I spoke with the supervisor ****** ***** after checking out as well, and she guaranteed a refund and no one followed up with my refund. I am highly upset because this matter is over 30 days out and if need legal actions will be taken.
  I paid almost $1500 to celebrate my Grandson second birthday and it was completely ruined. To top it off, I asked was for a more comfortable mattress, everyone does not sleep on firm mattress and to make a change like that and treat customers so poor lid unacceptable. I enjoyed the resort as well as my kid for 12 years and to treat a loyal customer like this is horrible. I refuse to spend this type of money to be treated like trash.
  I would rather stay a a low 2 star hotel and check in as a guest before I be treated as such again.
  Please do better because if you continue to treat customers like this people will stop spending their hard earned money with your business.

  Business Response

  Date: 11/30/2022

  Guest mailbox was full when tried to resolve. I will reach out via email next.

• Initial Complaint

  Date:11/07/2022

  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 booked a stay at Kalahari resort in Sandusky online. The online platforms in fact charged me over 1100 dollars for 1 night. We arrived at the location . The front desk employee ****, who was the only one working the front desk stated that i didn't have a reservation on his system. I showed him the verification and the confirmation of payment. He stated that doesn't mean anything. He said the transaction had been decline because it was over a 1000 dollars.
  He rebooked the reservation and didn't include the late check out I had paid for already. He said my card hadn't actually been charged even though my bank already had the money on hold.
  . He told me if I didn't have another card I would have to leave and return after my 2 hour drive.
  He booked another room and charged another one of my cards. The chip reader was having issues with this card so I pressed the manual enter card button and he came across the desk and physically blocked me from entering it.
  The card reader is under the use of the authorizing party and he had no right to touch me.
  Now have 2400 tied up at the bank and a wife and multiple children getting anxious after 30 minutes.
  I asked to speak to a manager. A gentleman cam out (mark) refused to give me a last name or an employee badge number. Refused to escalate the issue.
  Said he would call an on duty police office to deal with me and I'd be asked to leave. I never got loud or disrespectful. He said it's company policy to block people from entering their a card manually. I explained to him that the machine is on my side of the counter and he cannot control the verification agreement I have with my financial institution.
  He refused to give me a complaint number to call. Said he's not gonna let me speak to anyone. Was extremely rude and bullying.
  
  I can't believe this corporation is able to treat people so disrespectfully.

  Business Response

  Date: 11/13/2022

  We have attempted to reach out 2 times via phone with messages.  We will attempt a 3rd time to try and remedy the situation.