Business ProfileforKalahari Waterpark Resort Convention Center

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.