My group stayed at the Kalahari because the convention we were attending was being held there.
The first time we were here the service was top-notch, everything was clean and one short request was all it took to get something we needed. That's not as true as before, which makes me sad because this is a beautiful place and a great place for a convention.
We'd asked for a room close to convention activities because I'm disabled, but were placed in another building. The room was very clean but we wound up so far from activities that I didn't have the ability to go see the water park that I had a free wristband for (thanks for that btw, but I'd have rather had better amenities or my original request to be close to the convention center honored than the water park admission since I couldn't walk far enough to get any use from it.). The room was really nice--even a small balcony! The only complaint about the room was that the bathroom was so small it wouldn't have been possible to change clothes in it unless you started by standing in the shower. The microwave and refrigerator in the room was awesome though--it helped a lot with saving some money on food to help defray the room cost.
I didn't eat on-site--most of the hotel's food offerings were just too far for me to hike to get to from the convention center except for a bar that doesn't serve food and had bartenders too busy doing flair work to actually wait on customers. Prices for food and drink were quite high ($3 for a plastic cup of soda)--we went off-site to one of the many restaurants nearby for meals. Selections in the drink machines were too limited for me to be able to use them and I wasn't allowed to bring my own into the convention center (it would have been nice to have had ONE choice in the machine sweetened with sugar rather than artificial sweeteners or high fructose corn syrup--at $2.50 a bottle I would think it'd be worth it to make sure the machines are maximized for usefulness. Perhaps this sounds petty but I wasn't the only one with issues with food and drink while attending the conference). Someone did buy me a latte at the coffee shop but it was so weak that I didn't taste coffee in it and I understand it was quite expensive to boot. If you're going to offer espresso drinks and charge more than Starbucks does, at least make them as good if not better than Starbucks' offerings, because most of our group went elsewhere for their caffeine boosts once they discovered the shortcut of not using enough espresso in the drinks that this hotel's coffee shop used to make more money.
This trip staff seemed overstressed--requests took over an hour to complete when the desk in our building was only a short walk down the hall, some staffers were short-tempered and curt when asked for things.
The Kalahari is a great place for a family trip--some of our group had family with them who enjoyed the water park and resort areas--but needs some work if they're going to expect convention attendees to spend almost $150/night at group rates for these rooms, this poor grade of service and still have to practically hire a taxi to get to parts of the hotel where they can get something to eat or drink that's allowed in the convention center (I do understand why outside food is discouraged, but why weren't there concession stands or drink kiosks to accommodate those of us there to spend our time in the convention center?). I would think a large resort could do better, especially in the off-season when they aren't as packed as during the summer?