Reviews

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

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  Kalahari Waterpark Resort Convention Center

  PO Box B 250 Kalahari Blvd Pocono Manor, PA 18349-0020

• 

  Kalahari Waterpark Resort Convention Center

  250 Kalahari Blvd Pocono Manor, PA 18349-0020

Review Details

• Review fromCasaundra W

  Date: 06/25/2025

  1 star
  When to dinner and found a bedbug crawling across the bed. I advised the front desk, they sent housekeeping to remove the bug and flush it. I left the hotel around 11pm to return home. Im still waiting for upper management to contact me.

• Review fromShequan B

  Date: 04/16/2025

  1 star
  I had an extremely disappointing experience at Kalahari Resorts in the ******* during spring break. Upon entering our room, I noticed a snack (pretzels) was already opened. I called the front desk and was told it would be noted, but I was still charged for two snacksone of which we never touched. Worse, on our second night, I was woken up around 1AM by security accusing my childrenwho were asleepof running through the halls. Only my 17-year-old had just returned from the arcade. The security team was rude and dismissive, saying wed be evicted if it happened again. When I asked to see footage to disprove the accusation, I was told Id need a lawyer. I believe we were profiled solely because we are Black. I spoke with security again at the front desk and was met with the same hostility. Additionally, the resort chose to begin construction during one of its busiest weeks, and my car ended up covered in soot. The rooms were outdated, and food was overpriced. I emailed corporate with all the details and still have not received a *********** spend over $2,000 and be treated this way is unacceptable. I am requesting an apology, removal of false charges, and a formal investigation into the treatment of guests of color. This experience was humiliating and emotionally exhausting. I would never recommend this resort.

• Review fromRacheal H

  Date: 11/27/2024

  1 star
  Im absolutely disgusted with the management at this place. Woke up at 12 am to use the bathroom and found roaches everywhere. All over the floors, crawling up the walls and crawling all over the snacks for purchase. When we went to management we asked for a refund because Im sorry with that many the places is probably infested and we no longer felt comfortable staying. They refused to give us a full refund without someone coming to investigate. So we called back down to maintenance after finding even more and said send down someone immediately the maintenance guy found MULTIPLE in less then a MINUTE. They still refuse to give us a refund and tried to just get us to move our room. The fact you think a room change is enough to stop the fear and disgusting feeling you have after knowing yourself and your children were sleeping in a room where things were running around everywhere. If youve been to this place you know it isnt affordable which is fine but that means they should be kept to a certain standard. If youre going to charge so much keep the rooms clean. I cant believe at any point that they werent seen by staff when they were found so easily by maintenance and by us.Crawling under and around mini fridge, out from trash cans and up the walls and then for my favorite part out of our sons water shoes that were left on the floor after being wet at the **********. I also understand that water park is included in stay but have some sympathy when someone has to wake up their children at 12 am after a day at a water park. I understand not everything can be controlled but when they are everywhere when waking up someone has had to have seen them before which means kalahari has to know and has had to have it reported. Which again is a Huge issue because why isnt anything being done?!?! Shame on kalahari and absolutely disgusted with the management who not once apologized and didnt care to offer an actual solution.

  Kalahari Waterpark Resort Convention Center

  Date: 11/28/2024

  I apologize, I am not finding your reservation. Please reply to this posting with the name of the registered guest or reservation number.Thank you

• Review fromJOHN A

  Date: 11/21/2024

  1 star
  I am writing to express my dissatisfaction with two policies that my family and I encountered during our recent stay at your resort. My daughter recently had her wedding nearby, and we chose Kalahari Resorts for our guests accommodations, expecting a seamless and enjoyable experience.Firstly, when my daughter arranged for a block of rooms, she was assured that there would be no extra charge for early check-in. However, my brother-in-law was unexpectedly charged $170.00 plus taxes and fees for early check-in, which is an additional 80% of the basic room fee. Outrageous. This inconsistency in communication and policy enforcement was quite disappointing.Secondly, we were taken aback by the charge for distributing small gift bags to our guests. My daughter prepared 20 small gift bags containing a bag of chips and assorted candy bars, only to be informed that there would be a $15 charge per bag to hand them out. After several calls, this fee was reduced to $10 per bag, but even this seemed excessive and unprecedented. As her 71-year-old parents and other guests remarked, no other hotel we have encountered has ever imposed such a charge. This made your resort seem like a real money grabber. We are curious to know if these charges are standard policy at Kalahari Resorts or if they were decisions made independently by staff at the resort. We believe that such practices detract from the overall guest experience and hope that you will consider revisiting these policies to better align with guest expectations and industry standards.Thank you for your attention to this matter. We look forward to your response and hope for a resolution that reflects the high standards we associate with Kalahari Resorts. We have written to the owners, **** and ***** ****** TWICE WITH NO RESPONSE. At the least we expected owners to address this issue, but mostly we expected a refund. To anyone seeking this resort be forewarned they don't seem to care about CUSTOMER RELATIONS AT ALL. *****

  Kalahari Waterpark Resort Convention Center

  Date: 11/28/2024

  Mr. ******* I did receive your letter but there was not a contact number or email address. With this review, I am not able to contact you.I am emailing you directly.Thank you

• Review fromRodrigo T

  Date: 08/06/2024

  1 star
  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.

  Kalahari Waterpark Resort Convention Center

  Date: 08/08/2024

  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

• Review fromCherry T

  Date: 07/18/2024

  2 stars
  This was my 2nd time at Kalahari and it took us sooo long to get back because they are pricey. However it was my sons 10th birthday and he really wanted to go. I drove in 3+ hours and was already frustrated because the rental car service decided to throw an electrical vehicle my way. Nonetheless I had 5 kids with me and we finally got there to enjoy. I think the most frustrating part is when I called the front desk to ask about a charge station for the vehicle because Kalahari comes up as having a charge station. The rep told me I would have to pay valet $60 to charge the car. I said well just tell me where it is, I don't need valet to do it. I can self serve. She then lied and said they don't have a station on site smh. Soooo you mean to tell me I spent over $300 for 1 nite and you want your guest to pay valet to charge a vehicle? I can pay for the vehicle to charge myself and I'm sure it won't be $60 after I'm finished. It was giving off being GREEDY && not caring about your guests well being. We are the ones who keep you guys in business. I looked up the law for PA and it is against the law to hide a public charge station. Only restriction would be the allotted time to charge. I had to take 5 kids and find a charge station on our departure which took over an hour of us just sitting in one place and delaying our drive home. On top of they only gave us 2 wash clothes for a room of 6 guests and a whole bunch of hand towels. I called house keeping and left a message and no one ever returned my call or bring us any wash cloths. I took it a step further and went to the front desk who said she would get them to us and no1 ever came to deliver. **************** and ******************** and the ***** of this BUSINESS is going to the toilet at this point. I wouldn't even return for a 3rd visit. Wouldn't recommend they are too GREEDY when we keep them in business!!

• Review fromvipin j

  Date: 06/28/2024

  1 star
  I have to update my review to one star after my third visit to this place. The front desk staff said they couldn't find the reservation we had booked, even after checking their system. Why would we be there if we hadn't booked? The older man at the desk exhibited a clear racist attitude in all his behavior. There was no apology even after they found our booking. This place is getting worse year by year. Beware: check your bill carefully as they are charging for services not used. They charged $60 for towels that we returned, and another $18 for beverages and snacks we never touched. The management has deteriorated. When I went to the front desk for towels, they told me to go to the Waterpark desk, which was bad service. The lady there promised a refund, but the final bill included an additional $18 for something we didn't use, and the towel charge was still there. This place is totally not worth it. The restaurants are way too priceyexpect to pay three times more than you normally would. Overall, a terrible experience. I never want to go back again. Worst customer service department I ever talked. They are teaching how to behave, but they don't know how to talk. Now they want to conduct an investigation. Stay away from this fraudulent company. Make sure to check your final bill; they will charge you at least $100 extra for nothing.

• Review fromjennifer d

  Date: 06/12/2024

  3 stars
  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

  Kalahari Waterpark Resort Convention Center

  Date: 06/13/2024

  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. -******

• Review fromAmanda S

  Date: 05/04/2024

  1 star
  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.

  Kalahari Waterpark Resort Convention Center

  Date: 05/05/2024

  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,

• Review fromRick C

  Date: 12/29/2023

  1 star
  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.

  Kalahari Waterpark Resort Convention Center

  Date: 01/26/2024

  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.