Business Profile

Resort

Kalahari Waterpark Resort Convention Center

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Complaints

This profile includes complaints for Kalahari Waterpark Resort Convention Center's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

48 total complaints in the last 3 years.
9 complaints closed in the last 12 months.

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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:07/05/2025
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 was charged 1000 dollars fee for them claiming that I broke their TV. The amount of time I spent in that one night is minimal.I checked in and got in the room at 1:30, spent 15 min, then I got to the water park the entire day till 9 pm. Got back at 9 p, we took showers, then I left and went to ******** till 12 am then we slept then we woke up at 9:30, ate breakfast in the room (I have bread) and then I wrapped up and left the room at 11 am. We never ever touched the tv neither the remote. They claimed on the phone the TV was severely damaged.
Customer Answer
Date: 07/09/2025
Im sure they will ask for my confirmation number for the July 34 stay (RCI5GS86Z), just as a tactic to delay the process and pretend they are working on resolving the issue. In the meantime, I want to document what Ive already done and how this so-called business has been treating me. Honestly, I hope they go out of business I have never been treated like this in my life.
Heres what Ive done so far:
I called the front desk twice. Both times, I was spoken to rudely and told the same exact line: "When you checked in, you signed that you'd be automatically charged for any damages." I asked why no one called me about this alleged damage, and they said they don't call guests. It felt scripted as if this happens often.
I was charged $1,000 for supposedly damaging a TV a TV I swear I didnt even turn on. We barely stayed in the room. The door didnt close properly, and Im seriously wondering if someone entered after we left.
I spoke with someone from management named ******. She initially said she would send me time-stamped photos of the damage, but then the next day she refused to provide them.
On the third day, I called again and was told a manager named ***** would handle it. I asked to speak with her, but they refused to connect me. They took my number and said she would call me, but she never did.
I left a review on ******. As expected, they replied telling me to email them, which I did and they never responded.
I am being lied to and stonewalled. I have not touched that TV. I am simply asking for time-stamped before-and-after photos, which they refuse to provide. What more can I do?
Thank you.
Business Response
Date: 07/24/2025
Please review the attached reply to this guest complaint.
Thank you
Customer Answer
Date: 07/28/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23559323

I am rejecting this response because:
The company does not provide before and after pictures of the TV. I NEVER used the TV during my less than ************************************** the room.
I was told by the manager when I called that the screen was damaged and now you are saying the function of the room. I am sure that there is confusion which room.
Send me before and after pictures if you say that the TV was damaged from the screen as they claimed it was on the phone and that they have the pictures.
Total scammers since they know I live far.
Regards,

******* *******
Initial Complaint
Date:04/23/2025
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 am a returning guest at Kalahari and I was treated with such a disrespect when I told the manager his name is **** on 04/22/2025 at 11:30 pm that I have a spider in my room and my daughter have sever allergy to bugs and Me. **** replied to me that its normal and there are spiders everywhere and ask me to deal with it. Also the director her name is ***** was treating us with no respect. We are big family and we reserved 5 rooms and one of our room had a cat and she thought its normal to have a cat because she saw people with dogs every time she comes here to the resorts but the director ***** stated that dogs are ok but cats NOT allowed and she asked my friend to leave immediately and we all felt humiliated in front of our kids. I need all money back and I need to complain about Mr. **** for disrespecting me as a guest speaking with me with carelessness and making your customer service looks disrespectful and none professional. Also complaining about Mrs. ***** for discrimination and humiliation. Your understanding and comprehension are highly appreciated!
Business Response
Date: 05/01/2025
Please see reply to complaint. Thank you
Initial Complaint
Date:03/15/2025
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 am filing a formal complaint against Kalahari ************************************************* in the **************** due to an experience I encounter with bed bugs. This occurred on 2/18/2025. First, there was poor customer service. 2nd if they genuinely inspected the ROLL IN BED why wont they provide proof of their findings. I arrived as a guest and slept one night in a roll in bed since the pull out couch was broken. The following morning I was itchy all over my rib cage. Several hours later I began to get itchy on my arms, feet, neck and head. Unbeknownst to me, I did a quick search on bed bugs at this facility and was astonished by what I found. There were so many complaints, one from a week prior there were also complaints due to lack of response which is happening here. I asked the manager to put the bed aside so it can be inspected. Apparently an employee, not a licensed inspector looked at the bed. I requested a third party to come in to inspect as I didnt feel comfortable that this person was licensed to handle the situation at hand. And the manager wouldnt provide the employees credentials! I have not heard from the resort since my request for a third party to inspect the ROLL IN BED. I have attempted to handle this directly with the resort but my numerous emails have gone unanswered. I am requesting BBBs assistance in addressing the issue and ensuring we come to a fair resolution. Again the roll in bed needs to be inspected not the room! Was the bed put aside? Was the bed properly inspected after I slept on it?
Business Response
Date: 03/17/2025
May I pleaese have the name of the guest registered to the room and the date of the resort stay and I will review the claim. Thank you
Customer Answer
Date: 04/04/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23069511

I am rejecting this response because:

*** Kost

Regards,

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

Business Response
Date: 04/05/2025
Thank you for your reply. I need to work directly with the guest who is registered on the reservation. Please have her contact me.
Thank you,
****** *****
*********************************************************************************************************
Initial Complaint
Date:01/27/2025
Type:Product 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 left a review already, but will follow up. I will try to not make this crazy. My wife and I brought our 18 year old and two friends to the resort for two nights. Of course the girls ran around on their own. It cost a fortune to eat and drink here. We had booked a couples massage on the next day. After the massage they have a quiet area, hot tub, steam room, sauna. The person helping us go us a drink. We hit the hot tub, and soon after I told my wife I'm hitting the steam room. Two benches. A woman was on the one on the right. I sat on the left. Two minutes later, steam came out of an opening by my calf and burnt me. I walked out told my wife. The woman working there came in we told her. She said she would talk to her manager. The manager never spoke to us. They basically brushed us off. $450 later for our relaxing time, I get burnt and nothing. I did a ****** review of the Spa, the manager wrote and said we will look into it. I wrote to the resort, and the Resort Manager said they would look into it. I never asked for money back. The Resort Safety Manager writes back, says we looked into it, and everything was up to code, and the case is closed. I wrote back and said, you have two holes under the bench that blasts steam out and you don't think that's an issue? What if it was someone with Diabetes. They would need wound care forever. He wrote back and said, everything was functioning properly. I wrote back and said I know it is, it worked on me. I said why wouldn't you warm people to not sit there??? I said if I was the Spa Manager, I would of said your massage is on us. I then wrote the Resort Manager this, and he won't write me back. I could Sue them like crazy. I still may. But for them not to apologize. I will make it my purpose to tell everyone how horrible this place is. Charging $21 just for a drink. $26 for a buffet breakfast. I was burnt, and they don't care. Your resort should be ashamed.
Customer Answer
Date: 01/29/2025
I wanted to update this. The business Safety Director said the looked into the steam room and it's up to code and they consider this closed. I wrote back and said, how could you **** this safe. The steam blasts right onto your leg if you sit in front of the opening. They never responded. They did not even offer an apology. I would like to see this Director sit in front of that opening and tell me it's safe. I've added a picture of my leg currently. Almost 3 weeks after the incident.
Business Response
Date: 02/01/2025
Please see attached reply to this complaint.
Customer Answer
Date: 02/04/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22846118

I am rejecting this response because: I saw the response from the Resort Manager. I do not feel comfortable with their answer. They state the took safety measures to make sure everything was okay in the circumstance. What was done? There was no explanation. There are two openings on the bench where one would sit. The steam that gets blasted from the struck my just below my calf, and with the picture attached, you can see by the date, it still hasn't healed. Again, what if it was my daughter that was with us. What if it was an elderly person with diabetes. That wound would become a big problem for them. I can only imagine what the temperature of that steam is that comes out of that opening. If they say that is up to code, then there should be a massive investigation done. On any stand point how could this be safe? They said the Spa agent took care of me? That never happened. The person working there, walked us into the back, gave us our robes, and took us into that relaxation room, saw my burn, and said, "Let me tell my Manager!" She returned and said, "Would you like EMS to check you out?" I said I actually work EMS, so I can treat my wound. The Manager never came to check on me. There were no apologies given. Even when I wrote to the Resort Manager, there was no statement on, oh, we are so sorry. Let us try and figure out what we can do here. Obviously their Safety Coordinator did not offer any explanation. I truly believe that this is a huge safety issue. I have never been that person looking for financial offerings. Maybe I should have taken their offer to have *** come as this would of offered me the chance to follow with legal issues. Maybe there still is. All in all, for them to not have any sympathy shows me how they treat their clients. We spend a fortune at their resort. The people that I work with, or friends that heard this story, and have see the burn, took a step back. They said the Spa Manager never came to see you? Offer to pay for your Spa day? I would tell them no! They were all taken away by this. It's a shame this business takes no pride in their clients. We are sorry we ever went there.

Regards,

***** ******

Business Response
Date: 03/12/2025
Our organization did attempt to work with Mr. ****** both while he was in the spa and after he left. Based on the nature of the conversation, this was handled by a senior leader and our position on the matter has not changed.
Initial Complaint
Date:01/05/2025
Type:Product 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 December 20th we bought a drink a grotto located in kalahari resort. When we received our bill the bar tender charged us for 2 drinks we did not purchase. Totaling $27.05 & $20.29. The receipt shows the 2nd drink was purchased with the first drink. Then the second was 4 charges later. I have asked them to check their cameras to prove we did not make these purchases. I asked for my money returned. With only a text saying the situation has been noted. I want my money returned. I would like to know they are holding someone responsible for fraudulent charges on my mac card. I'm very disappointed that they have done nothing to handle this situation.
Business Response
Date: 01/18/2025
Please review the attached correspondence on this complaint. Thank you
Customer Answer
Date: 01/22/2025
I only want my money back for my 2 drinks I did NOT sign for. They are completely lies. This is completely ridiculous. They need to get their business in better order. I want my money back. No excuses.
Initial Complaint
Date:12/02/2024
Type:Product 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.
After pre-registering and checking in at the kiosk for wristbands, we proceeded to enjoy the waterpark until receiving a text that our room was ready.Upon entering the room, we were shocked to find it in an unacceptable condition: towels on the bathroom floor, beds overturned, and sofa bed linens sprawled out as if still occupied. This was both distressing and unsanitary, especially after traveling with toddlers and handling multiple pieces of luggage.Repeated attempts to contact ************** from within the room went unanswered, forcing us to go back downstairs.The on-duty supervisor asked for photo evidence of the state of the room, which I declined, instead suggesting they inspect the room themselves.Eventually, we were offered a new room (4407) and complimentary breakfast for the following morning. The new room (4407) presented additional issues: the door was left ajar with the security bolt engaged, and the snack bar appeared tampered with. I immediately informed the supervisor to avoid any potential charges for the snack bar.These complications left us exhausted, stressed, and late for our Thanksgiving buffet reservationone of the primary reasons for booking this trip. The supervisor coldly offered a refund for the buffet, which felt dismissive considering the emotional and financial investment we made to celebrate Thanksgiving at Kalahari Resorts.On Saturday, November 30, 2024, I received a phone call from a ************** supervisor, who assured me they would escalate the matter to their manager for resolution. Unfortunately, I have not received any follow-up or resolution since that call.Additionally, I was disheartened to see that my credit card was charged for in-room snacks from Room 4407, despite informing the supervisor that the snack bar appeared tampered with upon our arrival. Given the condition of the room when we checked in, it is unclear whether it had been properly cleaned or restocked before being assigned to us.
Business Response
Date: 12/07/2024
The ***** **** did stay at the Kalahari Resort arriving 11/28/2024 departing 11/29/2024.
Unfortunately, the first room the guest was assigned was not up to standard. We immediately changed rooms. He had a concern with the in-room snacks and we assured the guest we would not charge for snack consumption.
The guest contacted the resort post stay twice and we did supply a partial discount and a discounted rate for her to use for the same period next year. The guest did accept our offer, and we are glad we resolved the situation mutually.
Initial Complaint
Date:11/27/2024
Type:Service or Repair 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.
11/26/2024 Staying the night at Kalahari with my wife and 2 young children. Wife woke up to use restroom in the middle of the night and found roaches everywhere. They were climbing on walls all over the floor. When we contacted the front desk they didnt act surprised that this had happened. Only asked if I wanted to switch rooms. I told them no your room is infested with roaches I wouldnt be able to ask my family to sleep in another one of ur rooms that could have roaches. They said that they could only give me 50% of what I paid which was ****** and they said that they would only give me 100$ if I left right now. When contacting management further they still seem like they have no remorse and they 100% know they have roaches in their rooms. They also told us that they would be unable to give us any discount until it was investigated. They sent a maintenance guy and within 20 seconds of being in the room he said yep thats roaches. The supervisor I talked to on phone even said that its a common issue for hotels and tried telling me about an event in *****. Even after talking to him I could tell that he knew they had roaches in their rooms and they do not care until you find them. I have pictures and videos of the roaches that I am willing to post/share.
Business Response
Date: 12/07/2024
The Hervet Paty did stay at the Kalahari Resort arriving 11/26/2024 departing 11/7/2024.
Unfortunately, the guest room did have roaches. We take any pest infestation very seriously and have a contract with a national company to eliminate these pests. Despite our preventative program, sometimes there are isolated issues.
We did engage with the guest through guest services and offered to correct the issue.
I am contacting the guest directly to resolve this issue.
Customer Answer
Date: 12/10/2024

Better Business Bureau:

The general manager *** ***** contacted me directly and offered to rectify the situation which is very highly appreciated.

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

**** H
Initial Complaint
Date:10/20/2024
Type:Product 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.
This place is full of deception. I received a call from an agent stating that they could offer me an upgraded room and the price due would change from $212 to $230 for the upgrade due at checkin. My room was for up to 6 they offered me for up to 8 stating the resort has plenty of open room available for a small increase in price. They did not send me an updated invoice AT ALL to the upgrade only to find out that they charged me an additional $230 on top of the upgrade which I NEVEE would have agreed to. I confirmed with the agent that the $230 was the price due I. Total and not in addition and she said yes. I also spoke with someone at the resort regarding the overall charge when I received the bill and they explained it was the total balance due and each day until check out it would drop and in check out day it would be $0. The agent who called me for the upgrade NEVEE stated it was an ADDITIONAL $230 based on top of what was originally due. They do not send you an invoice to reflect the upgrade because they know they are being deceptive. I spoke with Jasmine who was a supervisor and she also is stating I agreed when I put my credit card it even though I explained that she did not tell me that. I asked if the calls from agents to customers are recorded for quality services to prove she mislead me and she stated no. I explained to her that when ever I am called with one these calls I always record the conversation to avoid hidden charges as this I asked to play it for her and she stated that she could no longer talk and has to get off the phone. I will be filing a dispute with my bank. If you are not being deceptive then why dont you send out an invoice because now this qualifies as upgraded reservation to be transparent with guests. Perhaps It is because they know that they are being deceptive. This will be my only stay with They also have no corporate number and jasmine gave me the number of her manager so I will await her response. I want them to refund $212
Business Response
Date: 11/28/2024
Please do reopen this complaint. I did not see the complaint in time to reply before the complaint was closed.
Ms. ****** was contacted and suggested an upgrade which she accepted and was charged an additional $210. This transaction was prior to her arrival on property. Once on property she did purchase an additional Food and Beverage package for $209.99. Ms. ****** did contact the resort, and we did explain she purchased and received the upgrade and package.
The guest's folio clearly shows the transitions and all charges. I am happy to speak further about the purchases and charges.
Thank you
Initial Complaint
Date:10/12/2024
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.
I PLANNED AN OVERNIGHT TRIP FOR MY SON FOR HIS BDAY TO KALAHARI.I BOOKED IN JULY FOR AN ****** DATE.EVERYTHING WENT WELL WITH THE CHECKING IN PROCESS.ALL THE KIOSKS WASNT WORKING SO THE LINE FOR CHECKING WAS LONG.THE ROOM WAS SPACIOUS.THE CLEANINESS OF THE ROOM WASNT THAT GREAT.I DID HAVE TO GO TO ******* FOR ADDITIONAL CLEANING SUPPLIES.ESPECIALLY IN THE BATHROOM.WE DIDNT REALLY SPEND TO MUCH TIME IN THE ROOM AS WE WERE IN THE WATERPARK THE MAJORITY OF THE TIME AND THEN WENT OUTSIDE THE RESORT FOR OTHER ENTERTAINMENT OR ********* IS REALLY EXPENSIVE FOR A FAMILY RESORT.THE PROBLEM I HAD WITH KALAHARI WAS THE NEXT DAY AS I WAS IN THE SHOWER, SOMEBODY FROM I BELIEVE ROOM SERVICE CAME INTO THE ROOM AND WHEN HE SAW ME HE RUSHED OUT.{I WAS IN A TOWEL}I FOUND THAT VERY DISRESPECTFUL.ESPECIALLY WHEN IT WAS JUST MY SON AND NEPHEW IN THE ******* SEE A MAN IN MY ROOM I WAS SUPER SPOOKED AND FELT *********** WAS 9AM. CHECKOUT TIME ISNT UNTIL 11AM.THERES NO REASON HE SHOULD BE THERE!!!I IMMEDIATELY CALLED ***** DESK.THEY SAID THEY WOULD CHECK ON IT AND TO COME DOWN TO THE ***** DESK UPON CHECKING OUT.I CAME DOWN AND SPOKE WITH A SUPERVISOR.SHE AUTOMATICALLY DENIED MY CONCERNS.SHE STATED NO ONE CAMED INTO MY ROOM.CLEARLY THIS MAN WAS IN MY ROOM.I TOLD HER TO LET ME REVIEW THE FOOTAGE.SHE REFUSED.I WENT BACK UPSTAIRS AND THERE WAS NO CAMERA ANYWHERE NEAR MY DOOR.THE CAMERA WAS ALL THE WAY DOWN THE HALL BY THE ELEVATORS.BUT ACCORDING TO HER, SHE REVIEWED THE FOOTAGE.TOTALLY DISMISSED MY CLAIM.I FELT SO DISRESPECTED AND LIKE MY CONCERNS WERE NOT VALIDATED.THAT WAS AWFUL EXPERIENCE!THE NEXT PROBLEM I HAD WAS MY SON AND NEPHEW HAD MULTIPLE BED BUG BITES ACROSS THEIR BODIES.THEY HAD THEIR OWN BED AND I SLEPT ON MY OWN.I ALSO EXPRESSED THAT HER AND SHE SAID THERES NO BED BUGS IN THE HOTEL.I HAVE PHOTOS OF THEIR ARMS,LEGS, BACK, AND HANDS.I CAME HOME AND SAW AN ADDITONAL ROOM SERVICE CHARGE.WE DIDNT EAT ANY SNACKS PROVIDED IN THE ROOM/HOTEL!
Business Response
Date: 11/28/2024
I did not receive multiple attempts to contact me as the letter claims. I went back through my email and there is one message. Please reopen the claim and contact the guest.
I do wish to reply. The guest was communicated with many times that the hotel did not open the door to the room. I am happy to discuss this more with the guest if she wishes.
Thank you
Customer Answer
Date: 12/08/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22415232

I am rejecting this response because:
I've contacted "multiple times" via phone. Spoke with many different people, including managers. I was literally brushed off and said that nobody entered my room. When in fact a man was in my room. They didn't acknowledge that or my concerns. I asked that they show me the video to prove my claim and they refused. I know what happen because it happen to me. I was just there with kids and it was a scary event. To day I never contacted them is an insult. I also went through my credit card company and wrote them. Threw was also bed bug bites that we all received after staying there. I asked for a refund or partial refund for my troubles and was also denied. I would never recommend this hotel or stay again. I felt unsafe period!
I'm still having nightmares of staying at another hotel with my kids again.

Regards,

***** ****

Business Response
Date: 01/04/2025
I replied that I would work directly with the guest, they declined. The claim was fully investigated with findings that do not support the claim. Electronic systems do not support the opinion that the hotel opened the door. Thank you
Customer Answer
Date: 01/08/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22415232

I am rejecting this response because:
The fact that they will not acknowledge what transpired has caused so much embarrassment and stress. It's the reason why i cant let this go. I refuse to let this happen to another woman or family. upon my initial complaint the most common expection would of been a simple apology. Instead I was made to be look like a liar. I have no reason to come out of my room and make such a statement if it's not true. I was told that it would be looked into. It was never look into. At the hotel I demanded to look at cameras that were further down the hall from my actual room and was denied. Now the electronic system they are bringing up is a scam. They will protect they're hotel and staff to cover up my claim. A man came in my room 1000% percent. That's a fact. I'm not delusional.Not being comfortable any further I chose to leave during my sons birthday celebration. Since this experience I have reached out to them on more than several occasions just to be told that I was lying in those words. Now that I have decided to further my complaint as to make sure another woman does not experience this same situation is it why they are responsive to you and not me. While an apology would have been sufficient. I now wish to be refunded for the time spent and lost at this establishment! All they want is for me to erase my complaint from the bbb website. Which I will not do just so they can be appeased! For months I have dealt with this and the truth must come to light one way or the other.

Regards,

***** ****
Initial Complaint
Date:08/01/2024
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 need a knee replacement went to the park for my three year Great Grandson birthday celebration. They have no wheelchairs available for use. The entire stay was horrible because I had to walk. They did offer $40 a day motorized ride. I paid good money to stay here and they had no free wheelchairs! They did somehow put us in a handicap room but that was not necessary just a wheelchair! I stayed not even 48 hours and paid $750.00 for a very dirty room.
Business Response
Date: 08/02/2024
I do not have a record of this person's visit searching by her name and email address. Please have the guest supply the name of the registered guest and reservation number. Thank you, Don
Business Response
Date: 08/05/2024
I do not have a record of this person's visit searching by her name and email address. Please have the guest supply the name of the registered guest and reservation number. Thank you
Customer Answer
Date: 08/09/2024
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 22079626

I am rejecting this response because:

The name it was under was ***********************************, my husband. I also have a handicap card. There were no free wheelchairs anywhere.

Regards,

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

Business Response
Date: 08/09/2024
I am sorry, I do not find this reservation. I am trying to assist. Please provide the reservation confirmation number. Thank you
Business Response
Date: 08/13/2024
I am sorry, I do not find this reservation. I am trying to assist. Please provide the reservation confirmation number. Thank you

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Kalahari Waterpark Resort Convention Center is NOT a BBB Accredited Business.