Kalahari Resort Convention Center

Good Evening, MsCourtney J***Please accept my sincere apology for the service you feel is unacceptable. I have discussed this very serious matter with all of the Managers you have mentioned, and we all feel terrible that your children questioned someone going in front of them.
I am grateful to read that you were offered two wristbands to return to the Indoor Theme Park. I truly would like to prove to you that we want all of our guests to have a beyond expectations experience at Kalahari Resorts. Please accept wristbands for your entire family to return and enjoy what the Kalahari is all about, wonderful family memories that will last a lifetime.Please feel free to reach out to me directly so that I can mail this certificate to you for Indoor Theme Park Passes.Warm Regards, Karolyn D***Director of Rooms***

Dear Revdex.com Representative:
We are sorry to hear of Mr***'s impressions of his room, and wish that he had made us aware during his stay of such concerns in order for us to have had an opportunity to have addressed
them immediately. Upon a thorough inspection of the room upon receipt of Mr***'s feedback, we found no indication of an "oil smell" in the room. We did find that some adhesive used on a tub patch had worked free, and are willing to believe that small particles of this adhesive, if floating in the water, may have been the debris in the tub referred to by Mr***. The tub itself was and is clean and free of mildew, etc. This patch has subsequently been rectified fully before the room was returned to service
Mr*** lists as his purchase price "$50"; for the sake of clarity, Mr***'s room was paid in full by the group whom was hosting the event held at Kalahari. Mr*** then reimbursed the group $under the terms of his scholarship with the group. We can not, therefore, "refund" Mr*** money which he did not pay us. What we have done, however, is to speak with the head of said group and explain our desire to make things right with Mr***. We have now refunded the group the $with the understanding that the group will now refund Mr*** his $
It is our feeling that this matter may now be considered closed. Thank you
*** ***
Director of Rooms & Guest Service
Kalahari Resort

Good Day, Ms. [redacted]:I see that another guest stayed during that time with a similar name.  Would you please be so kind as to contact me direct to speak about issue - and confirm if you are related to the guest that did in fact stay?  We will certainly do everything possible to make this...

right.  We truly care about your concern and being charged for this stay.Thank you in advance.Karolyn [redacted]Kalahari Resort ###-###-#### ext [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. As 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]

---------- Forwarded message ----------From: Maggie [redacted]<[redacted]>Date: Tue, Nov 29, 2016 at 9:21 AMSubject: Re: You have a new message from the Revdex.com of WisconsinTo: Revdex.com <[redacted]>I would like to reword my complaint. It does...

not appear as the way I had written it.  It should say: We took our 1st family vacation with our 4 kids at the Kalahari...and it was a nightmare!!! We had MAJOR issues with the room we had reserved and wasted over 3 hours, changing rooms 3 times and still were not being taken care of properly and compensated for time loss at the water park and theme park and the major hassle to move all our kids (10,5,3 and 4 months) and items multiple times. We were treated like 2nd class citizens because we used a groupon to book our trip. Our 1st room was beyond unsanitary and it took forever to get a different room. Then our 2nd room was way smaller then our original room that we paid for and were told it was the "same size" which was a lie. They finally gave us a 3rd room and at this point we were beyond frustrated and still not satisfied but our children were very unhappy and bored so we just said we will deal with this later.

[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.
I don't recall asking for a reversal on charges on the food charges put to our room. Those charges weren't even in regards to any of the issues I am addressing here. I could accept the mix-up at the spa, the service was provided and I paid but I'm bringing it up because common sense should play a factor that the adult would get the higher priced pedi than an 8 year old. The food was on my own credit card, not put on the room charge from the Pub by the game area so that can't be reimbursed unless it's to my other card I used, not the one on file. Here is my issue, someone went into our room, rifled through my husband's bag and found those pills put at the bottom under his clothes. Not out in the open, but hidden. That means someone took the time to go through our things while we were out of the room. A $40 reimbursement isn't going to cut it for me. Quite honestly, I could care less what an officer who has never met us or the hotel staff "thinks", why would we lie about something like this? We had to go home on Monday and spent hours calling 3 different physicians to get his medications refilled early and then run to the pharmacy to get the items and it was unnecessary time wasted on our part due to theft by someone working at your resort. Other than us, the hotel staff are the only ones with access, someone on your staff took the pills and went through his stuff. Bad service and mix-ups on services are one thing, this is THEFT and your resort is responsible. We should not have to lug around his pills all day due to who you employ. We paid quite a bit of money a night to stay somewhere that we should feel our things will be left alone. This isn't just theft, it's DRUG THEFT. The officer made a comment that the security at Kalahari was really excellent, how would that officer know that unless he's had to made trips out there before? I doubt this is the first time it's happened and I'm sure it won't be the last. The thief left 2 days worth of pills like he's not going to notice that his pills for Sunday AND Monday were missing and he hadn't taken them yet! You should do the right thing and own what happened to us. I would NEVER stay at your resort again because of what happened and how it was handled. If you would have acknowledged what happened and given us the benefit of the doubt I would consider giving you a second chance, but something like this shows that you will look for any way to get out of taking blame in this. Only acceptable thing would be to admit the THEFT happened and comp our hotel bill in full. Then I could at least feel like your company believed us and made us feel like over $1,000 was just dropped on a place so your staff could take from us. We did learn one valuable lesson, never let housekeeping in our room any place we stay EVER AGAIN. My husband has serious medical issues, and is on narcotics. Fortunately we did keep the fentanyl patches in my purse because he needed to change them that day. IF we hadn't, we would have had a more serious problem and they don't issue refills even when stolen. He needs his meds to function day to day and the run-around and grief caused by having to wait around for police to come, then calling physicians on our time off and running to get them, that's all on you and your staff. I don't think you understand this isn't just bad customer service but THEFT!
Regards,
[redacted]

Dear Mr. and Mrs. [redacted]:I am very sorry you experienced these challenges while staying at Kalahari Resorts in Wisconsin Dells.  We strive for our guests to have a stress free experience and leave with wonderful family memories.  It sounds as though your stay was far from that.  I...

apologize I was not able to speak with in person about the several errors in service you witnessed.  I was aware that the police were notified regarding the medication missing out of your room.  The authorities did advise they did not feel the housekeeper was guilty; we do follow the authorities insight in this type of situation.  I spoke with our Spa Director and am sorry for the confusion regarding your bill.  It was very clear in her explanation as she her self was both responsible for the appointment booking as well as the payment at the end of your services.  She informed me that you were not overcharged in the spa, that she pulled your receipt and verified that you received a shape and polish (20.00) on your toes and that your daughter received an express pedicure (40.00) and you left a 20.00 tip, 10.00 for each provider bringing the total bill to 80.00. Per the Spa Director, you insisted your daughter have the more expensive service as you didn't need anything but your nails polished. I certainly apologize that our high standards were not upheld in the food and beverage areas. I have reversed and refunded the charges from the food and beverage outlets as you requested upon departure ($40.71) for the challenges you experienced.  I would be most grateful for another opportunity to prove our standards and regain your trust in Kalahari Resorts.  I have mailed a complementary upgrade from a standard room to a two room suite.  Please feel free to contact me once you decide to return.  Thank you again for your time.

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 14-16...

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 services. I am hopeful that your child is feeling better. I 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]
[redacted]
[redacted].com

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 [redacted]

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 refund. Please let me know if I can be of any further assistance.  Best Regards

Good Day:I have been in touch with Mr. [redacted] regarding his experience.  We look forward to serving his family and have compensated him appropriately for the challenges he experienced.Thank you.  Karolyn [redacted]

Good Day:I was in touch with Mr. and Mrs. [redacted] on the phone yesterday and we did resolve the concerns listed.  Thank you - Karolyn [redacted]

Good Day Mr. and 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

I would like to lodge a complaint in reference to my family's recent stay at the Kalahari Poconos Resort. Our first impression did not prove to be a good one. We were deeply disappointed by the long lines at check in and the late check in time for rooms. In addition, the storage of bags proved to be a task while soaking wet by a door that opened quite frequently, as only one person was manning the door and also taking bags from valet to be checked.

At the waterpark, the intercom system was muffled. If you had a lost child and were trying to relocate them - good luck. Child nor parent would be able to decipher what was being said over the intercom system.

During our stay, we decided to eat at Double Cut. As this restaurant is considered "high end" within the walls of Kalahari, we thought it would be a nice treat. It did not turn out to be so. We were seated pretty quickly by a hostess. I explained to the hostess that one of my children had a PEANUT AND FISH ALLERGY. Our server came over took our drink order returned and I informed her that one of my children had a PEANUT AND FISH ALLERGY. She said the kitchen would be notified to prepare my child's food accordingly (chicken fingers and fries). We ordered three steak dinners with sides and three orders of chicken fingers with fries. We also had a salad and soup appetizer. The appetizers arrived quite quickly. The entrees did not. An hour and a half later - no food. We asked our server about three times about the food and she continuously told us it will be another 10 minutes. She really had no idea when the food would be ready or if it was even being prepared, which I find, as a former server, irresponsible especially if you depend on the tip.
After our last attempt to inquire about our food, the server came out of the kitchen to offer us with plate in hand a complimentary appetizer of CALAMARI. She put this on our table as she said "The kitchen would like to offer you this plate of calamari for being so patient. We know you have a FISH ALLERGY at this table, but they want you to have it anyway." Okay? Really?

This is entirely unacceptable. My child's allergies are so severe that he succumbs to anaphylaxis. Yes the FISH can compromise his airways and potentially kill him! There were other complimentary alternatives to give a FISH ALLERGY table - plate of FRIES?!

Your employees need to be more informed on the floor and behind the scenes.

This was a duplicate entry.Thank you.  Karolyn [redacted]

We are not interested in another stay at the Kalahari Resort. We do not plan on staying there again. We would like a full refund of our stay considering we were not able to fully utilize the waterpark due to attending to sick children. Not to mention, after watching my 2 year old little girl suffer the way she did from pneumonia for 2 weeks we will NOT be taking the risk of returning to an unclean waterpark. Also, we are extremely frustrated in the way management has handled our situation with the lack of sympathy and care. We have attempted to make several phone calls to several managers, promised calls back with no avail. When 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 done. So 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 stay. I wouldn't give a free stay away to my worst enemy to be put through this. This is unacceptable. I truly hope you will make this right.

Revdex.com:My requested resolution to this complaint is a refund of the money spent with the business. The business appears to "look forward to welcoming my family (sisters) for a return visit," which, again, is not what I requested as a resolution. It 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 do. I don't want to click "accept," because this is not a satisfactory resolution, but I don't know what my options are. Is 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]

Good Day, Ms. [redacted]:I am sorry to read that you are declining the compensation we are offering for the challenges you experienced.  I am thankful for the time we spent in the lobby at check out discussing our opportunities.  We...

are beyond grateful for the feedback and will continue to better our operation based on your evaluation of our operation.  Please be in touch should you change your mind and allow us to serve you and your family again in the future.Warm Regards, Karolyn [redacted]###-###-####

Review: The worst experience ever. The water park is dirty...such as dirty band aides laying around. The first day of being there my 5 year old son walked out of the water park with bright red burning eyes and a rash on his face. The first responder had a solution that didn't work and told us it's going to be a long night. After being home for a day we find out that my 2 year old daughter got bacterial pneumonia from the waterpark. Management is inexperienced and HORRIBLE, not to mention don't have a heart or care in the world. Nobody would get back to us or talk to us. E[redacted] with First Responder was so rude and had an attitude while filling out her report. Then she tried to turn it into a joke. A 2 year old with pneumonia is NOT a joke. [redacted], the front desk manager, is so clueless, rude, and immature. Ironic how [redacted] the waterpark manager has as his signature in his email, "We PROMISE to deliver products and services beyond expectations." A good start to delivering products and services beyond expectations is for management of any and all level to return our phone call when promised. We ALWAYS had to call back multiple times a day to finally get ahold of anybody. Unacceptable. We've been to water parks for 7 years....NEVER have we encountered problems like this. This place doesn't even deserve 1 star.Desired Settlement: We want our daughters doctor bills, prescriptions, tylenol, ibuprofen, vicks, benadryl, and anything else we needed for her to make her better paid for. Along with that we want our money for the 2 days we stayed to be refunded fully.

Business

Response:

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 14-16 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 services. I am hopeful that your child is feeling better. I 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]

[redacted].com

Consumer

Response:

We are not interested in another stay at the Kalahari Resort. We do not plan on staying there again. We would like a full refund of our stay considering we were not able to fully utilize the waterpark due to attending to sick children. Not to mention, after watching my 2 year old little girl suffer the way she did from pneumonia for 2 weeks we will NOT be taking the risk of returning to an unclean waterpark. Also, we are extremely frustrated in the way management has handled our situation with the lack of sympathy and care. We have attempted to make several phone calls to several managers, promised calls back with no avail. When 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 done. So 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 stay. I wouldn't give a free stay away to my worst enemy to be put through this. This is unacceptable. I truly hope you will make this right.

Business

Response:

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 refund. Please let me know if I can be of any further assistance. Best Regards