Charged Twice...Poor Customer Service
Last trip for kiddos before school starts.We stayed for 3 nights 2BD/2BA/LR Suite Thursday-Sunday. Well what a big mistake! Checkin was a disaster. I even pre registered to no advantage. I checked in at kiosk and swiped my card for the remaining balance and the hold. After that was processed it asked some additional questions and then it said to see a desk assistant. I waited in line patiently for 30 mins to speak with someone. Once it was finally my turn I explained what happened at the kiosk and Jay who was very nice assisted me with the checkin process. He mentioned that he didn't see anything in his system showing that I paid the balance or the hold. Eventhough I could see it clearly being processed with my bank. I even showed him proof, so he continued with $1 that they run through your account and checked me in. He mentioned that if they don't see the payment they will give me a call the next day. Well I never received a call or text the next day. Then I noticed they changed the amount of the balance and the hold. I went to the desk the night before we were leaving to makesure everything will be adjusted. There was a nice young gentleman there (I think his name was Alex he just only been working there a month) that had to get assistance as he wasn't sure what was going on as he noticed something was off. I was reassured by the nice lady (the only one I noticed that wore mask) at the desk it will be taking care of and I will be billed the correct amount after checkout. She apologized (of course) and said she would speak with their billing team. Well guess what they billed me twice for the room!! I reached out to them and was told to speak to the Billing department. I spoke to a lady (9am EST Tuesday) who say to give her an hour to look into it further as she only see one charge in her system. She never called me back. I gave her some time and call her back (2pm EST Tuesday) and operator/receptionist said Billing department isn't here today...Hmmm then who did I speak with earlier so I was transferred to their Billing department voicemail and I left a message. After I left a message I called my bank to file a fraud claim as there is something fraudlent really going on here that's not be acknowledged. My bank can see all of the charges along with Kalahari's transaction IDs. It is a shame that it had to come to this and Kalahari Poconos aren't trying to investigate the situation. No call back or anything as of now. I will also be reaching out to corporate headquarters. Otherwise the the food (Cafe Mirage) was expensive ($42 large mushrooms, sausage and bacon pizza) and didn't taste good. Now I don't mind paying for food that tastes good, but it is a resort so be ready to pay. There are other options in the area if you want to drive. The best thing they had was the refillable cups that my kids could fill up with icee, soda or lemonade. Running an operation at this size you will never satisfy everyone. Waterpark was so so nothing to write home about. My family and I will not be back. Will give an update here or on my social media pages on how the extra charges are handled.. if they ever respond to me..