I have made a good faith effort to resolve a credit issue with Kalahari Resort after a horrendous visit on June 10 – June 11, 2012. issue with Kalahari Resort after a horrendous visit on June 10 – June 11, 2012. We booked an overnight visit to Kalahari Resort back on January 23, 2012 for a June 10, 2012 overnight visit. The stay required pre-payment in the amount of $132.69.
When we arrived at the resort at 1:30pm on Sunday, June 10, to check in the resort was absolutely jammed packed. According to their policies “Check-in begins at 4:00pm. Should you arrive as early as 12:00pm, you can pre-register and begin to enjoy the Waterparks. Check out is no later than 11:00am. After you have checked out, if you have the time, we invite you to stay with us to enjoy the Waterparks and the many other great Kalahari amenities and services available”.
After waiting in the check-in line for over an hour and a half I was told that a room was not ready and that I should check back in at 4pm. The front desk clerk instructed me to call from a house phone to see if our room was ready and explained that there was an express line to avoid the main line for those already pre-registered. We were given our water park passes and sent on our way. Coincidently, guests in our same group ten people back in line received their room immediately and where able to check in with the same type of room reservation for the same type of room.
At 5:30pm, I called reservation/front desk to see if our room was ready. I was put on hold for over 30 minutes. At 6pm I was told that our room was ready and to proceed to the express line for those pre-registered. Upon arriving in the front lobby I was greeted by another hour long line for the pre-registered guests. After waiting, I was told that our room was not ready after all. I spoke with a manager and after another long wait I was given a room.
My family including two small children proceeded to the room. As we approached the room I noticed that the door was not only unlocked but that it was open. I flagged down a member of the housekeeping staff only to be told that we had no business being in the room. After another round of dealing with the management, I told them that we take that room if housekeeping could inspect it. At this point I needed to get my kids feed and settled for the night.
As we unpacked we noticed a wet spot on the floor and placed towels on it. It turned out to be a very large disgusting flood. I once again contacted the management and had to have another housekeeping staff member come to assess the situation. In the end the only thing that we could do was wait for them to clean the carpets, around 11pm – Midnight or live with the wet spot. We opted to place towels of the spot and deal with it.
During this whole ordeal I called the front management office no less than a dozen times and never could speak with a manager.
The next morning I got up at 7am in an attempt to speak with a manager to no avail. I stopped by the front desk three other times that morning and never did connect with a manager. Every time I left my name, room number, and my cell phone number.
We checked out as required. At that point I stood and waited for a manager. After waiting 30 minutes I spoke with a front desk manager, Faris Pallacey. I explained our outrageous experience to him including sharing images of the rooms condition and he immediately agreed to credit my Visa for all charges related to our visit ($132.69 + $115.08). He even extended the offer to stay with them gratis and I politely explained that I was not interested in returning. I asked him for a credit receipt and he said one was not available but he assured me that it was taken care of. I asked again and he showed me a screen where he just processed the credit/return.
On June 18, 2012 I reviewed my online Visa statement and there was no credit. I telephoned Kalahari and attempted to speak with Mr. Pallacey. After trying several more times over the course of several days I finally spoke with him on June 21, 2012. I refreshed his memory on my visit and he acknowledged speaking with me on the morning of June 11 and crediting my account for all charges. He again said that he processed the credit and it must be in there accounting system. He promised to check with accounting and contact me.
June 21, 2012 was the last time that I could get Mr. Pallacey to addresses me. I have called weekly (6/27, 7/6, 7/12, 7/18, and 7/27) since then to no avail.
I've attempted to reject the charges through Visa but Kalahari disputed my rejection stating that I was offered a late check out and should not have expected more. Well I did expect more since I was promised numberous times by their own management that my credit card was credited for all charges. Empty promises!
I've got a promise. I am going to tell every single person that will listen that this was the worst hotel experience that I have ever had. As a certified meeting professional I have traveled a lot and have spent millions on hotels and this experience astounds me. If this was the last place on earth I would never ever spend another thin dime here. Period!
The pictures illustrate the condition of the room.
- Official Description (provided by the hotel):
- Kalahari Resorts Sandusky provides water parks, Safari Outdoor Adventure Park, indoor/outdoor water park, catering/wedding facilities, spa, salon, fitness training in fitness center, dining options, and more.Over 850 beautifully appointed authentic African-themed guest rooms and suites offer coffeemaker, vacation sized refrigerator, microwave, free high speed Internet access, voice mail, TV, iron/ironing board, in-room safe, pay per view movies, and much more. ... more less
- Reservation Options:
- TripAdvisor is proud to partner with Expedia so you can book your Kalahari Resorts & Conventions reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
- Also Known As:
- Kalahari Waterpark Resort
- Kalahari Hotel Ohio
- Kalahari Waterpark Sandusky
- Kalahari Resort Sandusky Oh
- Kalahari Waterpark Hotel Sandusky
- Kalahari Water Park
- Kalahari Resorts & Conventions Sandusky, Ohio