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:08/29/2022

  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.

  I stayed the night there on the 24th of August. When I was getting ready to leave the room the next morning I began to notice bites all over my body. I went to an urgent care as they were itching like crazy. They told me I had bed bugs. I talked to guest services and they stated they ran a test on the room and it came back negative. I’m very upset by the setup as my room was not very clean when I entered the sheets were stained. I paid a lot of money in order to stay and half of the rides were shut down and I got bed bugs

  Business Response

  Date: 09/08/2022

  Out team inspected the room while she was on property and it came back clear of all signs. I have also scheduled a third party company to come out and inspect the room. I have called this guest multiple times to speak about the situation and try to resolve it without any answer or call back. 

• Initial Complaint

  Date:08/22/2022

  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.

  I stayed at Kalahari water park on 04/30/2022, From the time I checked into my room I noticed it was filthy, from mirrors with hand prints not being cleaned, dirty linen and urine on the floor around the toilet, I spoke to someone at the front desk who advised me they’d send someone up to clean the room, which never happen, instead my wife sent me to the store to purchase cleaning products on what’s suppose to be a vacation. After checking out of the hotel I spoke some a manager in customer service, for the huge inconvenience on the $800.00 per night room I paid for, he offered me a $200 gift card and a 40% off my next stay, I accepted. A week or so later I received gift card in the mail, I never received the 40% off a future, I gave it a few weeks because mail is slow. Once a few weeks past and I still have not received it I gave a call back and spoke with a guest services manager by the name of ******, This gentlemen was extremely nonchalant and antagonizing, he basically told me that I was a liar and that he could only go off of the notes he saw on the system I asked him would he be able to go back review and listen to the phone call he told me no, he then went on to say hey I’m familiar with you anyway because we had a problem with with you prior to this, i’m not familiar with any problem that I’ve ever had with anyone in Kalahari Customer service but that has no bearing on my problem or my situation now that needs to be fixed and rectified, as a customer service manager that should be your number one goal. The resolution I’m looking for is receive what I was told I’d be receiving, I received the gift card, I would still like to receive my 40% off a future stay, Thank you for taking to review the complaint.

  Business Response

  Date: 08/29/2022

  I reached out to this guest on 8/19/2022 about this stay. I informed the guest that the compensation that was offered on 5/25/2022 were options and not all of the above. The manager in housekeeping offered a choice between a $200 gift card or 40% off a future stay. Guest accepted the $200 gift card and it was mailed out on 5/25/2022. Guest called on 6/7/2022 claiming he did not receive the gift card possibly due to an incorrect mailing address, so a guest service manager mailed out a new gift card to the correct address. When guest received the gift card he called in and asked for a manager (8/19/2022) and I explained the compensation. I followed up with the housekeeping manager he spoke with, who confirmed the compensation offered were options not all of the above. He was not happy with my response but I apologized and offered assistance in any way and guest denied.  

  Customer Answer

  Date: 08/29/2022

  You offered no assistance at all, You were very rude short and non chalant through the entire conversation, Manager I spoke with did NOT say either or, The manager said for the inconvenience I will issue you a $200 gift and 40% off future stay, My room PER NIGHT was close to 1,000 dollars $200 dosent come close to compensation
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 09/01/2022

  Good Afternoon,

  At this time we feel strongly that we have compensated you very fairly for your previous stay  nd we are excited to have you back with us on a discounted rate.

  Customer Answer

  Date: 09/07/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I don’t feel I’ve been compensated adequately, You all should be able to go back and listen to the recording of the call. I was promised a gift card of $200 and a 40% off my next stay, that’s what I’d like to receive. It’s not fair as a customer to receive false information. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:08/15/2022

  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.

  Arrived to hotel late evening and the room was obviously dirty. Toilet paper scrap immediately in front of door, pubic hair in tub, long black hairs on bedding, comforter had stain on top and the pull out couch had sticky spots on sheets. Called guest services and they offered to drop off new bedding. My husband and I changed bedding and cleaned what we could so our kids could finally go to sleep. Neighbor played loud music and yelled until 3am at least. I did call guest services at midnight and messaged them about 1 but each time the music only quieted for a few minutes. We were tired and we could only enjoy the waterpark for a few hours. Went to room take a nap and the music and loud yelling was still going all day and throughout night. Sent video of how loud music was in our room and the only solution was to send security again that obviously didn’t work. The neighbors made rap videos or something equally awful Saturday night as well. Spent whole trip exhausted and stressed and my little ones clothes and feet were black from the hotel room floors. I called Sunday morning and asked if a manager could call us. They said they would have someone reach out Monday. We didn’t receive call Monday so I called Tuesday a few time and left voicemail and my number with front desk. No call back Tuesday or Wednesday despite leaving more messages. Finally, Thursday I call and ask for corporate phone number or something and was transferred to a staff member. She seemed unapologetic and offered a $250 refund that I haven’t seen proof of. I ended up filing a dispute with bank after discussing with them for service/product quality not met. I would like to cancel this but few like feel like my concerns are valid and were blown off the entire trip. Vacation time is hard to come by in the medical field and it was a trip to celebrate my daughters birthday.

  Business Response

  Date: 08/15/2022

  Guest was reassured that her refund was processed and will be receiving a $149 rate to come back in the future.

• Initial Complaint

  Date:08/15/2022

  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.

  I booked a trip to Kahalari resorts from august 9-12th. I paid roughly a $1000 for the room and easily spent about $1,000 in gift shops , food and other activities on the resort . So upon arriving to the room soon as we came in the sink was clogged and dirty . I brushed that off , that night I noticed a few ants on the ceilings and I told the house keeper in the hall way nobody ever came to check . 8-11 still seen ants on ceilings and on my pillows then I noticed an ant and bed bug on my pillow in the bed . So I called guest services to complain they told me to down to the supervisor . So I of course get on the elevator to go down , the supervisor **** had no compassion or didn’t even care to see my evidence . He was trying to get me to “ pay “ upgrade my room due to the bug issue . In which one is unprofessional and 2. Unsanitary . Try to offer me pizza nope then threw 2 acarade cards and walked away . I’m very disappointed in this experience I want a refund . The room had bugs because clearly it was not cleaned or inspected right . My children and I and husband all have bites and been sleeping with ants and bed bugs . The ants are polluted in the room ceiling , walls , windows just so gross and unsanitary . Kahalari I love I’ve been to the ******** before and this was my first time at the ******** one I’m very disappointed because this has always been one of my favorites resort , I would like refunded or compensation for the improper handling of being in a room with bugs . I’m really hoping this can be resolved because Kalahari is a great memory of mine and I wanted to counting tradition with my family . Room service never came to clean the ants . Very unprofessional

  Business Response

  Date: 08/20/2022

  I spoke to Ms. ******* and apologized. We are sending her a $500 gift card to use for a future stay at any of our locations.

• Initial Complaint

  Date:08/11/2022

  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 checked in late Sunday night to the Sandusky location on 8/7/22. The self check in kiosk told me it would text me my room number when it was ready and it never did. I had to call for someone to talk to me at the front desk to assign us a room as all of the employees were in the back. I booked a double queen room with a sleeper sofa weeks in advance but when I got to the room there wasn't a sleeper sofa. After going back to the front desk and waiting for an employee once again I was told there wasn't any double queen sleeper sofa rooms available and they could bring us a roll out bed. The only space the roll out bed could fit was pressed in between one of the queen beds and our air conditioning unit forcing us to leave the A/C off all night. The spout in the bath tub was falling off the wall. Additionally we were missing the light switch near our door forcing us to leave the light outside the bathroom on all night. The vending machines and ice machine were out of service on our floor and our hallway reeked of marijuana. For $581 for one night it was one of the worst resorts I've experienced and will not be staying here again.

  Business Response

  Date: 08/15/2022

  Guest was contacted and given a 50% off refund.

  Customer Answer

  Date: 08/15/2022

  
  
  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,
  
  
  
  ******* ********