ComplaintsforKartrite Resort & Indoor Waterpark

• Initial Complaint

  07/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Friday, July 19, 2024 I was making a reservation for the kartrite resort when my phone glitched and I somehow ended up with two rooms for $900. The first one was sent at 12:13, the second reservation was at 12:15, and I called at 12:20 to talk to someone about the mistake. I have called daily since Friday, they have told me multiple emails were sent to their internal department to have someone reach out to me, Ive called the front desk and left messages, I reached out on ******** through their messenger and as of today, Wednesday July 24th nobody has reached out. I keep getting told it is non refundable which is understandable except I literally called five minutes after the mistake was made and would think someone in customer service would be able to help me out. The reservation was made for August 2 to the 3rd. This is some of the worst customer service I have ever encountered and I am extremely frustrated because as a single mom I was lucky to be able to afford the one night and now Im out another ************************************************************* to refund it.

  Business response

  07/25/2024

  One room was cancelled. this is closed.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family and I had a reservation at the Kartrite for July 8th-10th. We had a family emergency, which caused us to alter our plans. We were unable to check in, and should only be charged for one night's stay. Instead, we were charged for the entire stay. I received two separate invoices from the property, each invoice listed a different amount I was to be charged. Both amounts differed from the cancellation cost detailed in my confirmation email from ***********--the cost of one night at $342.I then communicated with the Manager, *****************************, and shared the confirmation email with her. Since then, she has not responded to any of my emails or phone calls. Each time I call the property, they share a different time or date that she will be available. The most recent call said that she will be out of the office for the next two days. I would like to know why I was charged for the full stay, the amount of my refund, and when I should be receiving it. I have asked these same questions to **************** at ***********, and they claim that they cannot provide an answer because the property is responsible for charges.

  Business response

  07/11/2024

  Guest was a no show on date of arrival.

  one night was charged. It should have been the entire stay. 

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The advertised resolution was that I would be charged for one night. Instead I was charged for the entire stay. Nowhere did it say that I should be charged the entire stay. My reservation documents detail this.

  Here is the language from my reservation, since your response seems to contest this policy:

  "Cancellation policy
  You can cancel for free until 7 days before arrival. You'll be charged the cost of the first night if you cancel within 7 days of arrival. If you don't show up, the no-show fee will be the same as the cancellation fee."

  Secondly, your property provided me two separate invoices, with two separate costs. Neither of which was the $342 that was detailed in the reservation confirmation. 

  The issue is that you do not stand behind, practice or apply the policies that you advertise.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************
  
  
  
  
   
  

  Business response

  07/17/2024

  ***************************** and the guest have been in communication. This should be resolved.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We were supposed to check in at 4:00pm. They tell you when you make the reservation if the room is ready early, they will give you access early. We got there between 12 noon and 1:00. They were very behind and we kept checking to see if the room was ready. We were told we didn't have to keep checking that they would call us. At one point I explained I have medication that needed to be refrigerated. Finally at 6:45, after sitting around all day I checked again. They said the room was ready and couldn't give me any explanation as to why nobody called us to let us know as promised. I asked if there was anything they would do to make this disaster right. They offered me a $100 credit. I waited 2 billing cycles and no credit I called the hotel and spoke to ******. She told me she didn't see a credit on my account, but she would take care of it immediately. It may take a few days to show on my credit card account, but she would email me a new invoice so I would know it was taken care of. It's now been over 36 hours, still no email. I have tried calling several times today and believe it or not, this is a hotel (resort) and no answer The entire vacation was horrible and this is the least they can do. Now I can't get an answer.

  Business response

  05/08/2024

  Good Morning,

  I don't see a reservation under *********************. Please provide reservation name, dates of stay to look further into this. thank you,

  Customer response

  05/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  This reservation was made by 

  *****************

  Check in date = 3/31

  Check out date = 4/2

  ROOM/SUITE.  ***

   

   

   

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business response

  05/09/2024

  Good afternoon,

  The $100 credit was applied.

  As a thank you it will be duplicated and an updated invoice will be sent to the email associated to **********************.

   

  Thank you!

• Initial Complaint

  04/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I recently stayed at The Kartrite Resort in ** and my experience was nothing short of disappointing. Firstly, the resort was filthy, with dirty carpets and unkempt rooms. It was evident that cleanliness was not a priority.Secondly, the prices were exorbitant for the quality of service and accommodation provided. I felt like I was being ripped off for the subpar experience I received.Moreover, the customer service was abysmal. Staff members were rude and unhelpful, showing a complete disregard for guest satisfaction.Lastly, the restaurant was also unclean, with tables left dirty and a lack of attention to basic hygiene standards.Overall, I would strongly advise against staying at The Kartrite Resort. It's an overpriced, filthy establishment with terrible customer service. Save your money and choose a different resort for a more enjoyable experience.

  Business response

  04/27/2024

  The guest stayed 2 nights under a discounted rate. Spring break weekend. There is only one note that says that the guest was given an arcade card.

  Guest would have been able to exit the hotel if he was so unhappy, but that was not the case. 

  There are no notes that a manager was called to assist either. 

  I don't understand.  Please contact ********************************  

   

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   Their answer is ********

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Customer response

  05/24/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Kartrite Resort & Indoor Waterpark regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The hotel was really terrible to stay at. First, there was an issue with double booking cabanas which supposedly happens constantly. They agreed to credit 100 in room credit but it was put on a different family member's room. A room that we did not charge expenses to. I emailed several times to the email address that was given to us as the front desk does not work every day and they also make it impossible to reach anyone. NO RESPONSE from the business. Secondly, the security hold of ******* has not dropped off from our card, which was not pending just a complete charge from the get go. It has been days and nobody seems to care about it. Not to mention the fire Saturday night that scared all the children and families because the staff was either not responsive or told people they could die if they didn't move faster. My children could not sleep. I would like a refund of the Saturday night stay - 600 dollars.

  Business response

  03/05/2024

  Good afternoon,

  The $100 credit was applied to one of the two ************************** rooms. Invoice was resent to show credit. 

  Authorizations are released upon checkout. The release of unused funds happens automatically on the resort side, but it takes a few days on the **** to receive that information and release on their end.

  The release should happen soon.

  In regards to the fire alarm, we would appreciate a direct contact to ********************************  We are extending complimentary waterpark passes to enjoy in the future.

  Thank you, 

  Customer response

  03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I only received one email receipt not two. So i cant see the receipt from both rooms. I would email directly but ***** had responded to my email of several days ago and noone can be spoken to on phone. All computers or people who say they can book rooms but mot on system. Wed like one whole night refunded my children are ****** to come back (two of them)

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

  Business response

  03/18/2024

  Second receipt will be emailed to guest. thank you

  Customer response

  03/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I still have not received a refund on my 150 a day security hold. This business is terrible. They never answered any of my email inquiries 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************************
  
  
  
  
   
  

• Initial Complaint

  02/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We visited your establishment in April 2023 to celebrate my son's birthday. Unfortunately, our experience was subpar due to several attractions being out of order, depriving us of the full enjoyment of The KartRite. If we had been aware of this situation beforehand, we would have considered alternative options. We communicated this feedback to your team, and in response, they offered a resolution by promising a 50% discount on our next reservation.However, when we attempted to book our subsequent reservation, a miscommunication arose. The company informed us that the discount did not apply to blackout dates and other promotions, despite no prior mention of such limitations by the Manager at the time of the original offer. The Assistant Manager's initial email clearly stated a 50% discount, but the company increased the price and applied the discount to the elevated rate, resulting in us paying more than our April 2023 visit.In light of these issues, we requested contact from a General Manager to address the matter. Concurrently, we have opted to involve the Better Business Bureau (BBB) in hopes of finding a resolution. It is evident that there is a significant miscommunication problem between your company and its customers, and we hope for a swift and fair resolution to this matter.Please see uploaded email thread attached to the complaint.

  Business response

  02/26/2024

  I have reviewed this with the same manager that responded initially to ********************' complaint and the response given.

  Discount packages don't receive discounts on top of it, meaning there is no stacking already discounted rates, but because this was not explained in the email, I have authorized the refund of the difference.

  Thank you, 

  Customer response

  02/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We acknowledge the KartRite's attempt to facilitate a refund; however, essential details such as the refund amount, refund method, etc., were not included in their explanation. Kindly guide us on the appropriate steps to secure this refund. Communicating with the waterpark's General Manager directly has proven challenging; therefore, we seek contact information for the General Manager to ensure a comprehensive resolution to this issue. Additionally, please furnish an estimated timeframe for the completion of this refund process..  

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *******************************
  
  
  
  
   
  

  Business response

  02/29/2024

   

  We have responded to the complaint. The complaint will be resolved today. 

  Customer response

  02/29/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  11/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We never stayed the night after being switched to other room after letting them know the smell of marijuana was imbedded in the bed and room. The same problem existed with the second room. I traveled with my wife and three kids ages 1,3,10. This not healthy nor is it an acceptable practice in ********. Federal guidelines still makes marijuana illegal. They are condoning this behavior in there non smoking rooms which is another federal law broken.

  Business response

  11/27/2023

  We are a non smoking facility.

  Guest was offered to move and reffused. 

• Initial Complaint

  08/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  At check in, my friends and I who were staying there for 2 nights (07/28-07/20) were informed of the remaining balance of ******* after the initial payment of $857.54 were made on one of my friend's credit card via phone to reserve the rooms. At check in, two debit cards (my other friend's and mine) were used to get charged $****** + their resort fee of $299 twice totaling of $1611.28 for the remaining balance. During the stay at Kartrite, the towel rack fell while my son was using the toilet and ended up injuring his eye. We complained to the front desk and they were nice enough to refund us $118 x 2, the resort fee off our two rooms. At the time of check out, we were looking at the invoices and realized that the total of two rooms came out to be $1616.02 and not $1870.90 like we were informed when we checked in. They have no record of the double charge of ****** + 299 that was paid at check in and the resort fee of $118 per room were still on our invoices. We had to prove that we were double charged when we first checked in by showing our bank transactions. We spoke to the manager (*****) who was on duty and she was absolutely no help and just informed us to email KartRite regarding our issues. There has been no one to help us through email or by phone since all the managers who physically work there have no idea what they're doing and the person that they referred us to via email left the company. I am still waiting on the $299 + $118 = total of $417 that I was informed to get refunded back and my friend is still waiting on her $805.68 charge. This is absolutely ridiculous and it seems that they are scamming people by double charging and withholding refunds.

  Customer response

  08/27/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Kartrite Resort & Indoor Waterpark regarding complaint ID ********.
  
  ********************************************
  

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The website lists many restaurants to choose from daily at the resort and when we got there, only 1 (******** **********) was ever open and awful! Their 5-star, called '*******' required a reservation, which we couldn't make because they were all "booked" when in fact the place never opened the entire time we were there! The site is extremely misleading and deceptive!! My family wouldn't have booked this trip had we known that everything advertised would be closed! The bounce houses were never set up, as advertised, which upset our son. It was his 10th birthday..we paid extra for a birthday "surprise"..an additional $125 and all he got was a banner on our door, a cheap oversized shirt and button, a small stuffed animal, a water bottle..oh and a few arcade credits. Not one staff member even acknowledged his birthday when wearing this birthday gear, as proclaimed!! We had to change rooms upon arrival because the room we were assigned had dirty diapers in the hallway, making us want to vomit...and no one picked them up the entire evening!?! They overcharge for everything and if you read the terrible reviews you will see a horrible pattern by this company. They basically rob families blind!!! The printout from one of our debit cards shows tax after tax and fee after fee, seemingly for nothing!! You have to provide a credit or debit card to the front desk upon check in, which they promptly put a so-called "hold" on, at the cost of $150 PER DAY!!! So they put $300 on my debit card...for the 2 nights...supposedly to cover anything you may want to charge to your room, because they don't accept any cash!! Mind you, this is IN ADDITION to the almost $1,000 it cost us for 2 nights in a basic type of room...well we paid extra for a "balcony" but it had a view of construction workers on scaffolding in the morning! I'm waiting for approx $280 back from this "hold" as no printout was given for this card at checkout!?! This place is filthy and a well disguised money racket!!!

  Business response

  06/17/2023

  Dear Valued Customer
  
  Thank you for taking the time to complete our survey. Your feedback is essential in our effort to improve our service standards. I apologize for the unpleasant stay. Your comments have been shared with the appropriate departments so that they may be addressed. Please feel free to contact me directly and it will be my pleasure to assist you.
  
  Thank you for choosing The Kartrite Resort! 
  
  All The Best,
  ***********************
  Director of Rooms
  The Kartrite
  ***********************************

  Customer response

  06/21/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  While reading this complaint, keep in mind that we paid about $750 for 1 room/1 night.Our check in time was supposed to be at 4pm on April 9th, however, due to room cleaning delays, they were not able to check us in until around 5:45pm.The following day, half the waterpark was closed due to a shortage of lifeguard staff. To help make up for these inconveniences, the manager said he could not offer us any sort of refund, but that he CAN & WILL waive the resort fee of $63.72 and to allow us to have a 12pm check out instead of the 11am regular checkout.However, the resort DID charge me the resort fee of $63.72 and an additional $29.10 that I do not recognize what it's for.I've called 2-3 times per day for 1 week now and have never been able to get ahold of their billing department or manager. They keep sending my calls to different departments or call centers that don't have access to the billing information. I have also sent them an email which supposedly gets responded to within 24 hours. I would like to get reimbursed for these charges.

  Customer response

  05/02/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

*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. ↩