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:12/30/2024

  Type:Service or Repair 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 coral cove expenses. I paid for a service I never received. I paid for my family to have an enjoyable experience. We served ourselves from towels, water and food. The attendant never showed and when he did...he came with an attitude. He supervisor didn't do a thing, after I waited close to an hour for her to arrive.

  Business Response

  Date: 12/30/2024

  Guest was assisted while on property and refunded the pre order. Please close file. 

  Customer Answer

  Date: 12/30/2024

  Complaint: 22740126
  
  I am rejecting this response because:
  
  Regards,
  
  ******* *******

• Initial Complaint

  Date:09/29/2024

  Type:Facilities 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 family and I stayed in the resort ***** September 2024 in room 5106. This was in participation of a large approximately 35 family military convention. During our stay all four family members were exposed and bitten by a bed bug infestation. I have notified resort staff, was told it would be taken very seriously however was not contacted again. I have since attempted to speak to a manager however when I call they are too busy to speak with me or return my call. My family has had to throw hundreds of dollars of clothes and purchases from the resort.

  Business Response

  Date: 10/03/2024

  Good afternoon,

  After thorough investigation of the guests room with our onsite Housekeeping team and third-party pest control company there was no findings of bug activity and/or infestation. We have reached out to the guest during every step of our investigation and alerted them of the negative findings. 

  Best,

  ******* *********
  Director of Guest Services
  3001 Kalahari Blvd.
  ********************
  P. ************
  

  Customer Answer

  Date: 10/04/2024

  Complaint: 22356485
  
  I am rejecting this response because: common sense does not prevail.  My healthy family of four spent the weekend at Kalahari Resorts and left sustaining well documented injuries which we raised during and after our stay.  I am not seeking compensation for injuries but for the purchases made at the resort and personnel belonging which needed to be discarded due to contamination.  Kalahari personnel stated this issue would be taken seriously however that has been far from the truth.  Kalahari Resorts did not respond to my request for assistance until the BBB complaint was filed and since have sought to dismiss liability, displaying extremely subpar customer service and consideration for our affected family.  I am disappointed with Kalahari Resort's handling of this situation and will ensure this event is known for other potential customers to understand how this business treats its customers.     
  
  Regards,
  
  **** ****

  Business Response

  Date: 10/04/2024

  Please close file as with multiple conversations with ***************** in regard to the concerns presented have taken place. Resort has taken guest feedback seriously and involved a professional company to inspect guest room with negative findings. Mr **** chooses not to accept feedback and only expects compensation which will not be extended given the results of inspections.

• Initial Complaint

  Date:08/27/2024

  Type:Product 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.

  July 29, 2024 I bought 8 tickets online for me and my family to attend the ******************* in Kalahari Resorts in **********. We visited the park July 30, 2024 and realized that me and my husband wouldnt really be able to enjoy the rides so the attendant agreed to refund 2 of the 8 tickets. I was told that I would have the refund in 3-5 business days. I asked for a receipt and she said that they couldnt provide me one. Thank God I took a picture of the form they had me complete.Today is August 27, 2024 and I have not received a refund. I have called several times, told to send emails, I have left voicemails and no follow-up at all. I would just like a refund on my tickets as promised. I shouldnt have to do all of this for something that I was told that would take 3-5 business days.

  Customer Answer

  Date: 08/27/2024

  Kalahari Resorts - **********, *****

  Business Response

  Date: 08/28/2024

  Good morning,

  ******* from our *** ****************** left a voicemail for ******************************* today 8/28 to confirm refund has been processed. She can be reached at *********************** if you have any further questions. This issue should be resolved based on our records. 

  Please let us know if we can be of further assistance.

  Best, 

  *********************************
  Director of Guest Services
  3001 Kalahari Blvd.
  ********************
  P. ************

  Customer Answer

  Date: 08/30/2024

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/02/2024

  Type:Facilities 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 live nearby and bought the pass last month for our 3-year-old, expecting a quality experience similar to SeaWorld in ************Unfortunately, the park's cleanliness fell short of expectations. Pools and restrooms were poorly maintained, and there was a noticeable lack of staff, leading to disorganization. Additionally, wait times for attractions exceeded an hour, reducing our enjoyment.We decided to cancel the pass due to these problems. However, we were charged again for this month, and the subscription was not canceled as intended. After a prolonged process, I finally managed to cancel it. I then sought a refund for the unused pass but encountered poor customer service.A representative was unhelpful and rude, repeatedly asking about the refund day for tickets despite my clear request for a monthly pass refund. After a long wait, I was told that refunds for monthly passes are not permitted and suggested using it next month. This is unreasonable, as no such terms were stated at the time of purchase. For comparison, SeaWorld allowed refunds for unused passes even after several weeks.I request a full refund for the unused pass. Please address this issue promptly and improve the park's maintenance and service.

  Business Response

  Date: 08/03/2024

  Good Afternoon,

  Our Waterpark Leadership team spoke with ****** He on 8/2 and addressed mentioned concerns. ***** was satisfied with the follow up and no further action is needed.

  Best, 

  *********************************
  Director of Guest Services
  3001 Kalahari Blvd.
  ********************
  P. ************
  
    

• Initial Complaint

  Date:07/11/2024

  Type:Billing 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.

  7/11/24 @ 1206: At approximately 1130 on 7/11/24 I attempted to book a standard, 2 queen **** room on Aug 12th - 13th, 2024. The website price quoted $189, before taxes and fees. I added the room to my cart and hit continue to fill in the guest information. After hitting continue and attempting to fill in my credit card information, the base price, before taxes and fees, increased to $249. 7/11/24 @ 1137: I called **************** and spoke with ******* (sp?). She explained that there was nothing she could do because they are a "standard price" company. I can appreciate that; however, the price changed in the middle of my booking. I asked about cancellation fees (we had 3 other families joining us and I wanted to cover their cancellation fees and book at another site) to which ******* explained that the cancellation fees varied depending on multiple factors. I asked to speak to a Supervisor. My request to speak with a Supervisor was denied and instead replaced with ****** and ******* messaging back and forth. I was notified, by *******, that my request was denied. I am asking that the company honor the $189 price that was quoted to me when I initiated the booking.

  Business Response

  Date: 07/12/2024

  Good morning, 

  Our Reservations manager ********************* spoke with guest on 7/11 and discussed concerns and completed the booking process with *************************. Issue is now resolved. 

  Best,

  *********************************
  Director of Guest Services
  3001 Kalahari Blvd.
  ********************
  P. ************

  Customer Answer

  Date: 07/18/2024

  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. **** was absolutely wonderful. He resolved the apologized, resolved the issue quickly, and provided excellent customer service. I was never going to visit a Kalahari again; however, he convinced me to give the business a second chance! Looking forward to annual summer trips. 
  

  Thank you BBB for opening up the lines of communication! 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:06/10/2024

  Type:Sales and Advertising 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.

  Kalahari have rooms listed for $195 on their webcite and when you go to book the room the lowest room charge is $350

  Business Response

  Date: 06/11/2024

  Good morning,

  Thank you for taking the time to speak with me today ***************. As we discussed we are running a SPLAH promotion that began at the beginning of summer with rates from $195 *offer vaild on travel 6/1-9/2 Blackout dates may apply. New reservations only. Not valid on existing reservations.  Many of our guests like yourself have taken advantage of these promotional rates starting at $195. Sadly, for your dates the $195 rate was not available but I do see you still got a promotional discounted rate under our SPLASH program. We also discussed some other dates in August and September that the $195 rate would apply, and I am sorry to hear these dates don't work for your family.

  Please let me know if I can be of further assistance. 

  Best, 

  *********************************
  Director of Guest Services
  3001 Kalahari Blvd.
  ********************
  P. ************
  
    

  Customer Answer

  Date: 06/11/2024

  Complaint: 21828331
  
  I am rejecting this response because: I  explained to Kalahari that if this offer for $195 is no longer available it should not be offered in their website and it is deceptive and false advertising
  
  Regards,
  
  *********************

• Initial Complaint

  Date:04/01/2024

  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 spent a week at Kalahari and were completely dumbfounded by the lack of customer service. So much went wrong, but I will bullet point my main issues.-SAFETY was a huge problem for us. We had our do not disturb sign up the entire week and found people had entered our room on several occasions. We had money go missing, things out of place, etc. They first made us feel like we lied, then took hours to review footage and found that we were correct. They said they saw suspicious activity and people at our room that shouldnt have been there. This is EXTREMELY concerning and we expressed such. We were then told we had to move rooms in the middle of our trip. We were moved far from everything and then forced to take elevators which we do not like doing. Security was supposed to follow up after an audit was done and we never heard back. We emailed the director, ceo, owner, etc and got not one response from anyone. Totally unacceptable!-they refused to honor the amount I was emailed with my confirmation number. I was actually sent three emails with three different amounts- none of which matched the amount I was charged at check in. The manager argued with me and refused to honor what my email stated.-customer service was not great for the most part. The excuse we kept getting was budget cuts and short staffing. Several employees expressed their dislike for working there and even told us how little they get paid. This is not ok!-people would be in line for an attraction or food and they would abruptly close things down with no warning -food took forever to get no matter where we dined aside from Java Manjaro I could go on and on, but we would mainly like a return call from the director or someone from corporate. The lack of follow up and follow through onsite along with refusal to honor rates given is beyond anything I have ever experienced. Consumers should never be misled by prices or be left to feel unsafe while visiting!!!

  Business Response

  Date: 04/03/2024

  Security and myself followed up with ***************** yesterday 4/2 and follow up email was sent today 4/3. We processed a refund to address the concern of overpayment and have discussed adding complementary passes and upgrade on guest next stay with **.  

  Best, 
  
  *********************************
  Director of Guest Services
  3001 Kalahari Blvd.
  **********, ** 78665
  P. ************
  
    
  

   

• Initial Complaint

  Date:03/21/2024

  Type:Service or Repair 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 visited this location a while ago and submitted a complaint. The complaint was addressed and a resolution had been offered with no expiration which I accepted. Fast forward to Monday March 11th I called to get some information about using the offer and to clarify exactly what the offer entails. The gentleman I spoke with was very rude and condescending. He proceeded to tell me you didnt even know what we offered you when I asked him where does it state that the offer cant be used during spring break and summer break. I was never told this because had I been I wouldnt have accepted the offer seeing as that is the only time we travel. After asking him to see it in writing where it states that at because I wasnt told that when that offer was given to me he proceeded to say they dont need it in writing. I asked him to speak to ********************* and he said she wouldnt be back in until March 14th and he would have her give me a call. It is now March 20th and I still havent received the phone call.

  Business Response

  Date: 03/21/2024

  To whom this may concern, 

  I have made direct contact with **************************** and we had a wonderful conversation.  While it is not within our standards to fail our guests on customer service complaints, we sincerely apologize for what has taken place.  In speaking with ******, I have confirmed from her previous reservation her offer of compensation from her July 2022 stay and will be working directly with her to ensure our offer is completed.  ****** has been provided an email from me confirming our details and I personally look forward to having her and her family as guests here at Kalahari.  We promise to help them create a memorable vacation for years to come.

  ******, as I mentioned, please email me once you have booked and I will ensure your reservation is taken care of.  Thank you for your time and I look forward to meeting you when you visit!

  ******************************* - ***** Services Manager

• Initial Complaint

  Date:02/26/2024

  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 Feb. 25th 2024, I purchased 5 tickets for Sunday evening in two separate transactions. My family was in the lazy river. I got out and allowed my kids to stay in and float around once more. Then, I noticed a lady and a group of kids enter the lazy river and block the exit as they sat on rafts holding hands across the entire exit. At first I told my kids to just go around again thinking the other guests would move before my kids came back around. I was wrong, the lady/kids blocked the exit for several minutes. After my kids had been around the lazy river a couple more times, I advised my kids to come out. The lady/kids blocking the exit, told my kids they need to get out somewhere else and continued on a rant...saying "White folks don't think black people can afford to be at a resort" and they were there first and so on. I was standing right there watching my kids and hearing this, shocked me to the core. I immediately told the lifeguard, who just witnessed this take place. The lifeguard said to me "Well there is another exit". Wait...What? It is against the rules and a safety violation to block the entrance/exit of a pool first of all..What if there was an emergency? Secondly the racial slurs, splurged upon us was uncalled for. This situation had nothing to do with race and my kids were simply trying to exit the lazy river. I requested to speak with a manager and the manager did nothing to resolve the issue either. So on the Monday following, I called to file a complaint. I was allowed to speak to a manager who said theirs not much he could do either. I am requesting a full refund as the employee and managers could have chose to enforce the rules and not allow racism at Kalahari resort. I don't wish to return to Kalahari as all guests are not treated equal and Kalahari needs to be accountable for their employees lack of rule enforcement which caused us to leave the resort before the end of our pass.

  Business Response

  Date: 02/29/2024

  ****************** has spoken with the waterpark Director ***** and a refund is being issued per conversation for guest concerns. Please close file. 

• Initial Complaint

  Date:02/21/2024

  Type:Service or Repair 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 joined another family on February 14th in a suite. Upon entering the hotel room, there was a smell of urine in the kitchen and around the refrigerator and trash can. Throughout the night I was kept awake by the rattling of the air conditioner every 15 minutes. I got maybe two hours of sleep. I also asked for items to be brought to the room and the response was coming shortly but never came. Having paid 1000 for the night, I expected better service. *** called and the only response was thanks for letting us know. No apology or action to make it right.

  Business Response

  Date: 02/23/2024

  Please accept my sincere apology for the dissatisfaction you experienced. I have tried to reach you via your cell phone number provided on 2/21, 2/22, and 2/23 and have left a voicemail with my direct phone number and hope to speak with you soon.  We strive to deliver products and services beyond expectations; we did not meet our own very high standards in this case. I do show that our engineering team was prompt to respond once notified of your concerns with the ** unit though we fully understand that sleep is very important part of vacation. I have worked with our housekeeping team to ensure that all guest requests are met with prompt response times and shared your feedback about the smell in the room upon check in. I hope to speak with you soon as I am confident, we can regain your trust in Kalahari Resorts.

  Best,

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

  Director of Guest Services
  3001 Kalahari Blvd.
  **********, ** 78665
  P. ************
  
    
  
  
  .