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:08/15/2022

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

• Initial Complaint

  Date:07/25/2022

  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 was nervous to bring my handicapped daughter to our family trip to kalahari for the day because I thought she may not be able to participate in any of the fun things the other kids got to do . But when I purchased the tickets for my family and asked the lady at the counter If my daughter could go on the rides since she is in a wheelchair , she assured me that as long as I was comfortable taking her out I could hold her on the rides . Well that wasn’t the case . We were told no to any of the tube rides and she was charged a full price ticket. My two year old who could do more things was free . We had to pretty much sit at the edge of a pool while all the other kids played or we had to sit in the cabana . I asked to speak to a manager who pretty much told me that anyone over 3 has to have a full price ticket . They should really reconsider handicapped tickets or tickets for people who are not ambulatory . How this is even a reasonable answer is beyond me . She should have been charged the same as my two year old . Horrible business etiquette .

  Business Response

  Date: 08/04/2022

  ******** 

  I would like to apologize for the experience you had while enjoying our waterpark. I am happy to assist in resolving your complaint. However, I am having difficulty locating your reservation. Please confirm the location you visited and the name on the reservation. This will help me to better assist you.

  Sincerely,
  *******
  Waterpark Assistant Director - Sandusky, Ohio

• Initial Complaint

  Date:07/06/2022

  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.

  9:30 am in; the Lobby restroom smells like urine. Trash is located in one of the jacuzzi inside/ outside section of the indoor water park. 1st room, Sofa bed has black spots and yellow colored stains on the mattress. The compartment in the master room closet was dirty with chips! 2nd room Hair in the tub and bathroom floor Woke up at 3am to a smell, the smell in the room is nauseating, smells like something is dead!

  Business Response

  Date: 07/07/2022

  This guest, ****** ********* was actually a guest in our Poconos location- not the location in Sandusky Ohio.  I spoke with management at that location and guest had spoken with several guest service managers there throughout the time spent there.  Ms. ******** was given a room change, a breakfast voucher for 2 adults and 4 children and a $150 gift card for use in the resort.  Guest then called the next morning with complaints.  Housekeeping supervisor came into the room and smelled a strong smell which she said smelled like a cleaning agent, not a dead rodent.  Guest was moved again to another room.  Guest departed early and was made aware that a refund of $732.88 was going back on her card before she left.

• Initial Complaint

  Date:06/20/2022

  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.

  We were told that we could use any Mastercard to pay for our room. We have a prepaid Mastercard that had more than enough money to pay for the room. Upon arrival, they wouldn’t take it because it doesn’t have a chip. There is NO indication of their website that they require a card with a chip or that they do not take prepaid cards.

  Business Response

  Date: 06/27/2022

  During the conversation attached, the customer was not specific with the type of "Mastercard" they wanted to use for their check in. As stated on our website, "At the time of check-in, the credit card used to make your reservation must be present with the credit card holder and photo ID. You may also use a Visa, Mastercard, Discover, American Express, Cash, and Kalahari Gift Cards as forms of payment for your remaining balance. We do not accept virtual cards or installment loan payment providers." The form of payment that the customer presented was a prepaid Mastercard, which is not a secure form of payment nor listed as an approved form of payment. 

• Initial Complaint

  Date:06/08/2022

  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 was at kalahari for colossal con which is an anime convention. During this the water park is open during the day and me and my friends decided to go on some water slides. The lifeguard at the top of the slide pushed the raft with me and my friends on it right when the light turned green meaning the last raft sent has already gone through. I was not ready or seated correctly before the lifeguard pushed our raft. This resulted in me falling off the raft as soon as we hit the first drop on the slide. I help on with one hand and my friend grabbed my arm and held on to me for the rest of the ride down. I hit my head on the slide as I fell and broke my acrylic nail off trying to hold on. I also almost drowned as we hit the pool at the bottom since I wasn’t on the raft and it pushed me under and went over me. I am bruised and banged up and let the lifeguard at the bottom pool know. She shrugged and took the raft and that was that. My friends insisted we go to the first aid center in the indoor ware park. There was nobody there, door locked & lights off. So we went back to my room. The rest of my friends that weren’t there urged me to go to the front desk and have them call someone to check me out since I hit my head. I did that and the manager at the resort was so kind. But. Since this happened at the water park, they have a different management system / so the resort manager at the counter calls the water park manager up and he literally did not say one word to me. He listened while I told the emt that showed up what happened. And the emt said they have a camera above the slide I was on so they can verify. This happened on 6/4/22 and I have not heard anything from kalahari since.

  Business Response

  Date: 06/14/2022

  Hello,

  I have reviewed the video footage of the complaint in question. The guests was seated correctly prior to going down the attraction and protocols were followed.  I spoke with our EMT that responded to the guest at the front desk and checked her out. A report was created and the guest signed a refusal of additional care. This is proper protocol for these types of incidents and do not warrant further communications to the guests unless the guests reaching out to Kalahari Resorts and wants to discuss the issue further.