Kalahari Resort Convention Center

Dear Ms [redacted] :I am sorry to read you do not wish to further discuss this incident nor a future stay over the phone Guest safety and comfort is always our highest priority I am confident that the strict cleanliness standards we have in place were practiced at the highest level possible Though we are very sorry your child is suffering, we do not take responsibility for the sickness and will not be offering a full refundPlease let me know if I can be of any further assistance Best Regards

Good Afternoon, Ms [redacted] :Please accept my sincere apologies for the experience you had at Kalahari Resorts We strive to deliver an experience that will leave our guests with wonderful family memories that will last a lifetime It does not sound as though your stay February 14- was close to meeting our own very high standards.We have used your feedback regarding the waterpark cleanliness as a serious coaching tool and will continue to better our products and servicesI am hopeful that your child is feeling betterI would be most grateful to gain additional details regarding the pools that he was exposed to I do feel that with discussing this serious matter over the phone it may result in compensation towards a future stay I am wishing to regain your trust and prove our very high standards to you by serving you again in the near future.Kindly call me directly at your convenience Warm Regards, [redacted] .com

Good Day Mrand Mrs [redacted] :I am grateful that our Security Manager has been in touch with you over the last couple days offering compensation for the challenges you experienced in trying to recover your items If there is any way I can further assist, please do not hesitate to call or email at any time.Thank you for your patience and understanding We truly look forward to serving you many times in the future.Warm Regards, [redacted] ***Kalahari ResortsDirector of Rooms Division

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meAs long as everything is taken care of the way that they stated it would be I will continue to be a customer to this establishment Regards, Alan [redacted]

We are not interested in another stay at the Kalahari ResortWe do not plan on staying there againWe would like a full refund of our stay considering we were not able to fully utilize the waterpark due to attending to sick childrenNot to mention, after watching my year old little girl suffer the way she did from pneumonia for weeks we will NOT be taking the risk of returning to an unclean waterparkAlso, we are extremely frustrated in the way management has handled our situation with the lack of sympathy and careWe have attempted to make several phone calls to several managers, promised calls back with no availWhen we did finally get ahold of a manager to talk about our situation we were pretty much blown off and told there isn't anything that can be doneSo you can understand why I'm not interested in playing phone tag to be told you can't do anything for me other than offer me a free future stayI wouldn't give a free stay away to my worst enemy to be put through thisThis is unacceptableI truly hope you will make this right

Revdex.com:My requested resolution to this complaint is a refund of the money spent with the businessThe business appears to "look forward to welcoming my family (sisters) for a return visit," which, again, is not what I requested as a resolutionIt appears that the business will continue to offer a different resolution to my complaint than the one I requested, so I don't know what more the Revdex.com can doI don't want to click "accept," because this is not a satisfactory resolution, but I don't know what my options areIs there a way to close a complaint due to an unsatisfactory response from the business?Thank you again for your attention to this matter-Andrew I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, Andrew [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Kalahari did not resolve my complaint. They obviously do not care about their customers' safety and well being. I have given them ample time to submit the requested video recording of the incidence but have yet to receive it. I'm unhappy about how they handled the situation. My vacation was ruined! Regards, Amy ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Thank you ***, for your response, but I don't feel that your explanation is correct or that a vague offer of a future room upgrade solves the issue The issue remains that I (and the other person in the room with me when I made the reservation) distinctly remember being told that the price we were quoted was for people And, if that is not the case, then we should be afforded the opportunity to review the same evidence as the Kalahari did (the recording), to determine that we are incorrect However, the real issue remains, the reservation confirmation CLEARLY stated (7) peoplenot (6) with a warning that there would be an extra charge for any additional guests This is misleading at best At this point, it is all about principle, not the mere $which is only about 5% of what we spent over the course of the weekend Had I been treated better about it from the start, I probably would have let it go; but to be made out to be incompetent and a liar upon checkout as well as on the followup phone call with staff did NOT sit well with me I will NOT be back to the hotel (by choice) as this whole thing just shows such poor customer service At this point, I would be happy with the Kalahari agreeing to change their confirmations so future guests aren't left feeling the way I am feeling now
Regards,
*** ***

I had to leave day before my paid stay I had money removed from my room (this is not my complaint) I was told there would be an investigation and they would call and they did not I was told they would give me half my money back but they didn't the police should have been called
but I was told they will take care of this and it now seems to me they didnt

The *** party checked into the resort on September 15, This room had a group room rate of $per night plus tax and fees for a total of $per nightThe registered guest on the account is Vincent *** with Amy *** as a second registered guestOn September 16, Front Office
Director Barbara *** spoke with group leader Peggy Jung about her guest concerns surrounding the events that happen around 1am in the morningPeggy stated that two men walked into the room of Amy *** and Vincent *** and walked outI assured Peggy that the gentlemen that access her door was Kalahari security who had an incorrect wrong room numberPeggy thanked me and departed from the deskPeggy and Amy came to the desk later that day to further address their concernsBarbara *** spoke with Amy and took full ownership of the error that had happened with our security department not following proper proceduresShe assured Amy that this was not the norm and sincerely apologized for my staffAmy was issues a $gift card as compensation for the first night which exceed the amount that was paid for her first nightAmy and Peggy thanked me for understanding how they felt and stated they appreciated the gift cardMs *** spoke with multiple managers at the resort attempting to get a complimentary night stay for the inconvenienceShe was directed to Barbara *** every time who personal handled her complaintAfter her visit, Ms *** contacted Barbara and resort General Manager via email wanting to resolve this situationEach time a request was made for a telephone conversation, which Ms *** declined each time, and explanation that her request of one complimentary night was honored through the gift cardKalahari made multiple attempts to engage Ms *** after she left the property, which she declined, and Kalahari believes compensation was properly dispersed

Good Day, Mr***:We look forward to welcoming your family (and Sisters) back with the complimentary return stay. Thank you again for your time and caring to report these concerns. Karolyn ***

Please know your concerns are very alarming and uncharacteristic of Kalahari Resorts standards in service I apologize for your frustration and truly hope I am able to assist you I see we sent the complimentary overnight stay certificate on the 8th; we look forward to serving you and
regaining your trust Kindly contact me direct to further discuss our policy regarding credit cards for payment that are not present at the time of the transaction.Thank you, Karolyn ***###-###-####

Good Day, Mr***:I am sorry to read of your poor experience. Security Services has conducted a full investigation interviewing all housekeeping associates that entered your room. We did not find any reason to believe that the associates that entered your room removed any items, at any time. We are glad to provide a safe for your items to remain secure at all times. Please contact me direct if you would like to discuss further. I also recommend that you involve the local authorities if you haven't already Again, on behalf of resort management we apologize for this very uncharacteristic experience which you wrote about. Warm Regards, Karolyn ***Kalahari Resort###-###-####***

Dear Revdex.com Representative:? Ms*** was informed of the Extra Person fee at the time that she booked her reservation via phone Ms*** was again reminded of this fee in her email confirmation letter ("The above rate(s) may not reflect all
possible fees, additional charges or taxes associated with this reservation Additional charges may include resort fee, extra person fees."). We do regret that Ms*** was not more satisfied with her recent Kalahari experience, and do hope that she will give us another opportunity to serve her To that end, a complimentary room style upgrade -with a value almost certain to exceed the $cited by Ms***- upon her next stay with us We sincerely value Ms*** as a customer, and hope to serve her and her family for years to come. Thank you.*** ***Director of Rooms & Guest ServiceKalahari Resort

Dear Revdex.com Representative: We are sorry to hear of Mr***'s frustration over the fact that some waterpark attractions were closed for necessary maintenance during the dates of his intended stay (October 2-4, 2015). While there will never be an ideal
time to close any of our attractions in full or in part, we take very seriously our responsibility to ensure that all of our attractions are vigilantly maintained in order to ensure the safety and welfare of our guests. Many times such maintenance is able to take place during the overnight hours, but on occasion some projects do require some attractions to be temporarily shut down while all necessary processes are completed. We acknowledge and regret that Mr*** was unable to learn of the partial closures from our web site when booking his reservation on September 21, 2015 but wish too to point out that (1) The room rates were already lower than they otherwise would have been on the dates of Mr***'s intended stay as a direct result of the fact that some waterpark attractions were shut down for Maintenance, and (2) we did send Mr*** a confirmation email shortly after he booked online, and this email did inform him of the fact that some waterpark attractions would be closed for maintenance during his upcoming stay. When Mr. *** called our reservations call center after receiving this email, he certainly had other options available to him than cancelling his reservation. He could have rescheduled his reservation for another date, perhaps, or still enjoyed many of our waterpark attractions on the dates of his originally-intended stay. Again, we truly do regret any inconvenience and we are sorry to hear that Mr*** chose to cancel his reservation. It would be our privilege to serve Mr*** and his family at some point in the future! Thank you.*** ***Director of Rooms & Guest ServiceKalahari Resorts & ConventionsWisconsin Dells, WI

Revdex.com:
I have reviewed the response made by the business in reference to
[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Thank you Mrs*** for giving me more than a sentence answerAfter emailsObviously you are denying a refund and ignoring the fact you are not taking responsibility for your lack of training for your staff and your own position. No Regards,
Katrina ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** To the Revdex.com;This is a pasted copy of the follemail I sent to J*** *** on July 8thThis completely debunks the statement that I never made contact with J*** We spoke, on the phone, on 6/ On this phone call, J*** accepted responsibility for the poor serviceHe said he would credit me for one night stay on the credit card I utilized to pay for the roomHe also stated that he would send me a certificate for a free night as he believed I needed something more formal that what the head of housekeeping *** *** sent to me via email J*** did speak to my wife first that day and I was at work I called him that night via his cell phone and we made these arrangements I am now going to work on obtaining my phone records to prove my contactsIf this email isn't proof enough to completely discredit the statement of no contact, certainly a minute phone call to J***'s cell phone should suffice...don't you think? His cell phone is *** *** *** *** *** *** *** ***Jul 8to J***Hi J***,Just wanted to follwith you reference the accommodations we spoke about on the 25th I checked my credit card and found no credit as of 1843hrs 7/8/ Additionally, The coupon we discussed has not arrived as of yetMy credit card bill is coming due and certainly don't want them to get any extra of my money! :)Thank you!*** ***

Dear Revdex.com Representative: While Mr*** alleges that Kalahari General Manager J*** *** "refuses to acknowledge (his) repeated emails", we think it important to note that Mr*** attempted to contact Mr***
via phone on 6/24/at the phone number which was on file associated with Mr***' recent stay, and reached a lady whom took a message noting the call and Mr***'s contact information. Mr*** followed up on the same date with an email to Mr*** inviting Mr*** to call him on his personal cell phone number, which Mr*** provided Mr*** in this email. Mr*** has not called Mr*** to date. We at Kalahari do acknowledge and most sincerely regret the fact that an earring was found in one of the beds in Mr***' room. Such a defect is not consistent with Kalahari standards. We apologized to Mr*** immediately upon the matter being brought to our attention, and swiftly remedied the situation by re-making the beds. Mr*** was promptly compensated as well, with an upgrade to a suite upon a future stay as well as complimentary Indoor Theme Park admission upon his next visit. Kalahari guests pay $per person of age and up and $per child of 3-years of age for Indoor Theme Park admission. We are not sure of the ages of Mr***' children (this would have been discussed had Mr*** called Mr***; Mr***' stay record indicated adults and children), but this Indoor Theme Park admission has a real value of anywhere from $to $119.80. The value of the suite upgrade would range from $to $per night. Should Mr*** book a basic room style upon his next visit to a Kalahari Resort, provided that we have availability to do so, we explained that we would upgrade him to a suite at no additional charge. He would remain in said suite the duration of his stay, so if he booked a night stay (as he did the last time he and his family stayed with us) the value of this compensation would equate to $to $($to $per night x nights). To put this in to perspective, Mr*** and family paid $($+ applicable taxes and fees) for each night of their recent night stay. Our good faith actions to date in our sincere attempt to (1) apologize to Mr***, (2) swiftly remedy the matter of the earring in the bed when brought to our attention, and (3) generously compensate Mr***, in combination with the fact that Mr*** has not called General Manager J*** *** - despite the fact that Mr*** provided Mr*** with his personal cell phone number on 6/24/14- lead us to now recommend that this matter be considered closed. Thank you.*** ***Director of Rooms & Guest ServiceKalahari Resort Wisconsin Dells

Kalahari worked with Ms *** multiple times during her stay, as previously notedWe made every effort to accommodate her request including the noted gift card which she acceptedAfter her departure we attempted to speak about her request, unfortunately she declined and decided to not honor our request for a telephone conversationWhile we are disappointed she does not find our efforts sufficient, while on property she did she accepted our offer and was satisfied with our offerWe consider this matter to be closed and will not be processing a refund