Customer ReviewsforKalahari Waterpark Resort Convention Center

Bad Experience. Zip Line very dangerous.Ask to speak to someone to talk about the issue and no one assisted after 3 attempts.1st visit-consuned expired beverages 2019 2nd visit- Zip Line Activity is dangerous. Aug 2024 I believed the zip line process includes not only mechanical error but human error as well when i did the zip line, i was holding my whole weight from the bars i was holding on, i guess that shouldnt be the case when i hit the black stopper, it snapped and broke. I used my feet to stop manager offered medical help but i refused. So kuch hassle and I dont want to ruin my kids vact. I asked what went wrong but did not get an answer until my family and friends gave me an ideas of faullts happened. My concerns was ignored inspite of multiple text messages.. given promises to speak to someone but nothing!!!!After the incident, I asked the front desk staff to convert my gorilla activity into arcade cards for my kids to use instead.. at first, i was told to use them next year and i said we live in ****** then finally the manager agreed to give us arcade creditsnever check on our welfare inspite of mentioning i was injured and dont want to do the gorilla activities anymore, we feel unsafe.I wish they could tackle the issue so they can train staff better and avoid any injuries. And that was my main objective why I need to speak to someone for them to do a torough investigationManagers have no care at all thats why i did not get a call back, just promises from text messages.

Thank you for contacting Kalahari Resorts in the Poconos. We are sorry to hear that you had an unpleasant experience at *************. We sincerely hope you are doing well. Based on the information provided on your reservation, there were multiple attempts made by multiple Leaders within Kalahari Resorts that attempted to contact you. Such interactions that took place were notated. When contact was made, the call was disconnected on your end and there was a statement on your end about a report that you were going to file. Another attempt was made by the Waterpark Director to address the concerns and progress of the investigation, it was then stated that you did not want to discuss the situation. Another attempt was made by the Hotel Director that was also unsuccessful because you were adamant that you were no longer interested in speaking with anyone regarding the incident. Kalahari tries its very best to rectify all situations no matter how large or small. We can absolutely do this when given the ability to do so. Based on the notes, Kalahari was not given opportunity to do this. We are very sorry about your negative experience. We are still open to discuss this matter further when you are ready to. -Warm regards,Kalahari Resorts

Visited Kalahari on a whim due to a promotional code on 6/9. We made the reservations via phone but the rep forgot to honor the promotional code and advised to alert the desk at check in. However, when we checked in, we were told that they were unable to do that and it should have been done with the reservation. Disappointing but we were there so what were we going to do. We did arrive at 530 pm and headed straight to the waterpark. With three boys in tow - ages 2, 8 and 10, everybody was excited to have some fun! Of course , after a 2 hour drive, the boys were starving so I purchased food at the restaurant in the waterpark. I brought the food to a table at the children's section so the boys could eat, go play and come back. Upon our return, not only was our food gone, but so was my 2 yo nephews reusable metal thermos. We were gone for 11 minutes! Mind you it is about 645pm, it was not crowded, no shortage of tables - there was no reason for this to happen. There were 2 slices of pizza, one untouched, a full basket of fries, a full drink, and a burger with one bite taken out of it. Also a personal metal cup with his name on it, and our towel bag on a chair. This did not look like an abandoned table. We alerted staff, who was uninterested in our problem, we requested a supervisor, ***, to come help us. She was very nice but unfortunately could not locate my nephews Paw Patrol cup. She gave us 2 arcade cards, which was nice, but did not replace the $50 meal that I had to repurchase. After that, we went to our room and as I turned down the bed, our sheet had a 6inch rip in it and 2 pillow cases were dirty. I went to the front desk and they said housekeeping would go change it, but they did not. There was also long black hair all over the bathtub, my sis and I are blonde, which I cleaned. Our fridge also went out overnight and spoiled all of our fruit and my food(vegan). Overall disappointed &frustrated over the amount of money wasted by staff and the inability to help

Hi ********,Thank you so much for contacting Kalahari Resorts and Convention Center of the Poconos. I am so sorry to hear of your previous experience. It will be my pleasure to assist you with your concerns in hopes we can come to a resolution. Would you be able to provide some more information. I tried locating your reservation based on the information from the complaint but was unsuccessful. Can you please provide me with either the confirmation number or first and last name on the reservation? I look forward to hearing back from you. -******

I purchase a 2 night stay. I noticed they had promo for 30 % after the purchase. I contacted them in regards to promo code being applied to my stay. They refuse to honor the promo code.As knto speak to supervisor whom also said they will not honor it because the promo ended may 3 at 11:59pm. I made it clear I purchased the tickets Wednesday morning while promo was running. Supervisor still refused to honor the promo.

Thank you for contacting Kalahari Resorts in the Poconos. We sincerely apologize you were not able to take advantage of our 72-hour online promotion. I do see you made a reservation on May 1st. The promotion was specific for new reservations only. I see you called to get the rates adjusted to the promotional value of the sale days after. Unfortunately based on the dates you booked for, the 30% could not be honored. Your dates fall under a black out date for the holiday weekend. We will be happy to adjust your rates if you qualify for any new promotions that *** exist in the future. We thank you for choosing Kalahari. We are looking forward to your visit,

I am an Army veteran simply wanted to enjoy and have our family of 5 relax and have fun at the indoor waterpark. We drove hours to get there and the relaxation was far from it. Several incidents happened that caused us to call the front desk several times. Most of the times, they didn’t answer. I left messages and still no one replied. First incident- ERR4 on the thermostat- someone came and said it was the battery. He changed it and it happened again. We called and no one answered. Figured it would reset eventually. It got cold in the middle of the night so we complained. They changed our room BUT TAKE IN MIND ALL THE REPACKING AND UNPACKING AGAIN for 5 people!!! The following room was warm but now there was no hot water!!! Not even in the shower or sink. I found out when my wife took a shower and couldn’t wash the shampoo off her hair. Mind you our children couldn’t shower after the water park. Called to complain and they sent another person to check about 1/2 later. What’s so IRONIC is that I kept checking the hot water and 5 mins later there was hot water. As if someone turned a switch when we complained. And be careful with the tipping cause it’s already included. We noticed that after we tipped. So basically I have 2 tips. The front desk said the slime event kids was free of charge. Then we saw a charge on our credit card. Again we complained in person and was told by the manager that he could give us a gift card of 40$ or wait in line with the others that were checking in. So basically forced to accept the gc cause there’s no time for me when they made a mistake in giving me information. At the fitness center and a huge amount of kids came in to pretend working out whereas they could get hurt. It took security 30 minutes to arrive. We were very frustrated and expressed this on our last talk with a manager about the hot water. She said she would figure out how to compensate but she never called back. I would like the money I paid for 4 days back.

Thank you for contacting Kalahari Resorts in the Poconos in regard to your most recent experience. First and foremost, I want to apologize and acknowledge you had many issues that impacted your stay with us. This is not the Kalahari standard, and this experience did not exceed your expectations. I do see that you were moved the first time for the heat and then had an issue with the hot water in the second room. Looking at the notations on the reservation, it looks like for the first move you were compensated with a 2pm late check out and a Pizza Voucher. For the water, one of the Managers did reach out to you and left a voicemail about your experience overall. I would love the opportunity to make this right so you can try this again in hopes we can exceed your expectations the next time around. I would love to offer you a return stay at a $299.99 rate for every night of your choosing Sunday-Thursday. We can put in a pre-inspection to make sure the room is adequate; with hot water and make sure the thermostat is working whether it be heat for winter or AC for the summer. Thank you again for taking the time to make us aware of your Kalahari experience; it is greatly appreciated as we try to exceed the expectations of our guests.

We were at Kalahari on Thursday 12/21 into Friday 12/22 and when I got home and checked my invoice, we were charged $127.20 for 4 towels that kalahari is saying weren’t returned but actually were. I contacted kalahari 12/23 to let them know that I, in fact returned those towels. They reviewed the videos and are stating that no one of my description returned said towels and will not be refunding my money. I am furious, the amount of time/money (this is not our first time) we’ve spent there and now I’m basically being accused of stealing towels. They’re charging me due to the fact that there is no proof I returned them but where is the proof I walked out with them? Since when is someone guilty before proven innocent? They also refuse to allow me to sit and review video with them due to other people on this video but did I not see all these people Thursday when I was there anyway? lol

Thank you for contacting Kalahari Resorts in the Poconos in regard to your most recent experience with us. I did reach out to the Waterpark Front Desk about your experience with being charged for towels. I apologize for the inconvenience and as a gesture of hospitality, I will be more than happy to refund the charge for you. We have gotten a new system that tracks all towel transactions, You receive a message with the number of towels taken as well as another message when the towels are returned. I apologize if there was an error. Your card has been refunded. I hope you have a wonderful Holiday. -Charli M*****