9 Common Customer Complaints About Kalahari Resorts

Kalahari Resorts offer a great all-in-one getaway for families. They include a waterpark, dining, your hotel room, and other family-friendly activities under one roof. And, with four locations across the country — in Pennsylvania, Ohio, Wisconsin, and Texas — the brand's resorts are easily accessible to a high percentage of the population, especially in the Midwest. The Texas location is actually the largest indoor water park property in America! Kalahari will also welcome its fifth resort in Virginia, between Washington D.C. and Richmond, in late 2026.

For families who want a vacation that doesn't require a ton of planning and offers plenty to keep kids occupied, Kalahari's all-in-one setup is very appealing. However, no family resort destination is 100% without the occasional frustration. Like its competitor, Great Wolf Lodge, there are complaints that repeatedly arise about Kalahari. In this guide, we'll look at nine common customer complaints about the brand, and how to deal with each issue so it doesn't ruin your trip.

To compile this guide, we used information on the official Kalahari Resorts website, as well as firsthand customer accounts across Reddit, Tripadvisor, and Facebook. Discussions on Disboards also provided some details on what customers are saying about their stays.

Kalahari Resorts are huge from a square footage standpoint. Its Sandusky, Ohio location boasts over 1.3 million square feet, but according to past guests, even that massive amount of space does not always help with overcrowding. One Tripadvisor reviewer who visited the Round Rock, Texas location had a particularly bad experience with crowd levels. They noted that "people not staying at the hotel could buy a pass to enter the pools," which contributed to the crammed feeling — especially in the waterpark area.

Another Tripadvisor traveler writing about the Pocono Mountains location had a similar experience, sharing that "They sold out of Waterpark tickets today – it was sooo crowded." That particular guest said they were only able to do three waterslides in about three hours with their family, referring to the entire waterpark area as "mobbed." Yet another person on Tripadvisor, this time speaking of the Sandusky property, had major concerns about the number of people in the Kalahari waterpark at one time. They said the situation in "the wave pool was dangerously overcrowded in my opinion," noting that young children could've been swept under and completely overlooked by lifeguards amid the sea of people.

Since the crowd levels can be extreme at nearly all Kalahari Resorts locations, make sure to keep a close eye on your children if you brave the waterpark, especially at peak times like holiday weekends and summer break. Fortunately, there are things you can do to mitigate this problem. The most obvious, of course, is to visit during off-peak periods, like weekdays during the school year, since this is a resort chain geared towards families. You can also go at less crowded times of day, like during traditional lunch and dinner times, when many families will be dining.

After spending time traveling to their nearest Kalahari Resorts property, the last thing most people want to do is deal with check-in problems. Unfortunately, check-in issues seem to be rather common among Kalahari guests. On a Yelp thread in which the original poster was worried about wait times, one commenter warned that "the lines get crazy, especially between 1-5pm." Another person said their frustration wasn't with the line itself, but rather the "problem is that after you wait on the line, there's a chance your room is still not ready."

A hotel's check-in and check-out times can indeed be a red flag in some instances, and this appears to be a prevalent issue for Kalahari guests. A Tripadvisor reviewer at the Round Rock location shared that check-in is advertised "to be 4 PM but it's not unusual to have to wait till 630 or 7pm to actually get into your room." They went on to say that there's also a lengthy Kalahari-specific inspection process that can delay people from getting into their rooms even after they are technically ready.

Guests have also encountered other check-in complications. A Sandusky reviewer on Tripadvisor reported a payment problem after using a Living Social deal. Although they had documentation that they had already paid everything but taxes and fees, multiple Kalahari employees informed the visitor they had to pay in full (again). Unfortunately, there is not really a way to circumvent check-in problems. If they happen, you will have to get through the situation. You can, though, control your mindset. Prepare yourself and your kids ahead of time, and pack board games or iPads to occupy children if you have to wait in the lobby for an extended period.

While the world is filled with all-inclusive luxury resorts, the Kalahari family of resorts is not among them. This means that, although waterpark passes, parking, and Wi-Fi access are included with your room rate, you can expect to pay for your meals and other activities. Past guests at multiple Kalahari properties have reported being completely unimpressed by the food and beverages here. One Poconos guest, for example, called the location a "Tourist Trap with bad overpriced food" on Tripadvisor.

They went on to bemoan that the "quality of the food was that of a gas station," and were shocked at just how poorly-made their meals were. Another Tripadvisor reviewer in Sandusky said the "food prices are ridiculous," while another guest at the same resort had one bad food experience after another — even finding a hair in a grilled cheese. In-room snack selection is also a common issue. Similar to the casino hotels on the Las Vegas Strip, Kalahari offers snacks and beverages for a fee in each guest room. One person on Facebook said they "honestly thought all these snacks in our room were complimentary" before finding a pricing menu that listed, among other items, popcorn at $12 and potato chips at $5 for a tiny bag. 

There are, fortunately, a couple of things you can do to combat this problem. Although you can't take food and beverages from home into the waterpark area, you can absolutely have them in your hotel room. Not only does this mean your family can have their favorite treats, but you won't have to worry about costly in-room charges. You may also want to consider dining off-site at nearby local restaurants with affordable menus to save money.

Since waterpark admission is included with the price of any Kalahari Resorts stay, many parents initially think it will be a fairly affordable getaway. In reality, the brand is known for a somewhat excessive number of add-on costs, starting with its nightly resort fee. At $39.99 to $44.99 daily at every location, this mandatory fee can quickly add up. Paying it can be especially frustrating for those who don't use the services it purports to pay for, including life vests in the waterpark area, concierge services, and the gym.

One Round Rock guest on Tripadvisor, who had a decent stay overall, said their experience was ruined when they received their bill. They were already paying an already substantial nightly rate of $714, and were then assessed a "60.58 Occupancy State Tax, 90.88 Occupancy Local Tax and finally 44.99 Resort fees." In addition to these mandatory fees, people find that add-ons like the Kalahari arcade can also blow their budgets. In one discussion on the Tripadvisor forums, most people said it ends up costing at least $50 per child to make it worthwhile, with one parent chiming in that the "prizes are less than stellar." 

On Facebook, some people suggested taking advantage of the arcade's Power Hour, which offers unlimited gaming for 60 minutes for $29.99 per person. One mom noted that her kids "just cram as many games in as we can and once it's done it's done." In regard to saving money on other add-on fees, the best way to be prepared is to simply do plenty of research ahead of time. If you have a good sense of what you'll have to spend in fees, it will be easier to budget appropriately for the trip and avoid sticker shock.

As we've established, Kalahari's indoor waterparks around America are their main selling point, with lots of fun activities like the Flowrider surf simulator, the Cheetah Racers racing waterslides, and the Leopard's Lair waterslide jungle gym. Even though there is a lot to do, many families find that wait times for popular slides and other attractions can be egregious. One guest who visited the Pocono Mountains property said on Tripadvisor that they experienced "long lines for the tube rides, long lines at the bar, long lines at food services." They warned other guests to expect lengthy waits for just about every activity.

Another Tripadvisor reviewer was extremely disappointed in how things were run at the Sandusky Kalahari Resort, sharing that "lines were long because many rides were closed." That guest also advised that they saw many people intentionally cutting in waterpark lines, which added to the wait time for guests further back in the queue. A third Tripadvisor reviewer, again at the Poconos location, shared that they found it "very disappointing" to wait "30-45 minutes for each water slide."

One good thing about being aware of potentially long waterpark lines before your Kalahari vacation is that you can prepare. It's smart to have each member of your party select two or three "must-do" attractions or activities that they want to prioritize. Furthermore, you should explain to younger kids ahead of time that they may not be able to do everything. Hopefully this will help avoid meltdowns in the moment.

You might presume that an indoor waterpark would have balmy temperature year-round, but that doesn't seem to always be the case at Kalahari Resorts. Guests frequently share stories of very cold water temperatures at various Kalahari properties. One Tripadvisor traveler who visited the Wisconsin Dells location with two toddlers said it "was much too cold for them to enjoy the water ... my 1 y.o. would cry because she was so cold." Although a Kalahari representative responded, noting that the water temperature is consistently 86 degrees Fahrenheit, that didn't change this family's unfortunate lived experience.

Another person who stayed at the same property shared a similar Tripadvisor review, writing "my kids were ice cold, blue lips and all they wanted to do was sit in a hot tub." That guest went on to say that they didn't feel they should be "shivering wanting to be covered from head to toe," especially for the prices they paid. A third Wisconsin Dells Tripadvisor reviewer also had water temperature problems, sharing that even the "lifeguards were making comments about it being cold and trying to show people warm spots." Staff members also complaining about something like this is, of course, almost unheard of at any resort — so this is quite telling. 

If you are worried about the allegedly chilly water temperature at Kalahari Resorts, make sure to schedule plenty of pool breaks and take warm towels or robes for members of your party who get cold easily. If the water is simply too chilly for your party, there are other ways to have fun at Kalahari. Taking your kids to The Last Bite sweet shop for a treat is a great option, for example, as is the mini golf course at select sites.

Any family resort environment has a lot going on. Between the arcade machine beeps and buzzes, general crowd noise, splashing water, echoing noises in the waterpark, and music being played everywhere, Kalahari Resorts can be quite overwhelming — especially for those who already deal with sensory processing problems. One person who visited the Poconos property said on Tripadvisor that their children are "sensitive" and "they were definitely overstimulated," despite having a good time overall. 

Another parent who reviewed Kalahari's Round Rock location on Tripadvisor said the resort was "hotel has no entertainment that is sensory friendly. It's extremely loud, with lots of lights." The reviewer ultimately found their family bound to their room because they couldn't find any suitable activities for their sensitive, small child. Another parent in the Pocono Mountains was extremely displeased with how the staff handled the needs of their child with autism, writing on Tripadvisor that the "staff needs special needs training."

The guest shared that their son needed some extra hand-holding on a particular slide and, rather than providing assistance, the attendant forced them to exit, leading to "a meltdown because she made us leave the ride." It is worth noting that Kalahari Resorts has taken some steps toward becoming a more sensory-friendly environment with its Calming Room concept. These spaces, created in partnership with local healthcare organizations, provide parents with a safe place to take overstimulated children of all ages. Another option for sensory sensitive people is to try one of the outdoor mini golf courses, which have fewer flashing lights and echoing, reflective surfaces than indoor activities tend to.

Before we fully delve into this section, it's important to understand that Kalahari Resorts haven't forgotten about their youngest patrons. Attractions like Coral Cove and and the Indoor Kids' Safari have a maximum height of 52 inches. This is great for parents who are traveling with kids who have a big age difference, because their older children can enjoy waterslides and other, more thrilling activities while little ones splash and play. However, young families who only have toddlers or infants might leave Kalahari feeling like their money would have been better spent on a different type of getaway.

A Tripadvisor reviewer who took their toddlers to the Wisconsin Dells property was left feeling quite deflated after being very excited for their trip beforehand. They shared disappointment that "our kids are 4 and 2 years old and there was hardly ANYTHING for them to do" at the waterpark or throughout the rest of the property. Other parents had similar thoughts on a Tripadvisor discussion thread about the Sandusky Kalahari Resort. The original poster was curious if their 14-month-old child would have a good time at the property, and respondents said things like "not ready yet" at that age and "Kalahari is more geared to the older kids."

If you are looking for a fun weekend escape with little ones, Kalahari may not be the right fit for you. It's definitely better to know this ahead of time, though, rather than feel like you've wasted hundreds —if not thousands — of dollars after you arrive. Many Facebook users suggest Great Wolf Lodge for small children instead of Kalahari, which may be an option if you are determined to visit an indoor waterpark for your next family excursion.

Considering that overnight stays at Kalahari Resorts are very expensive, it's reasonable to expect a clean, comfortable room to return to at the end of the evening. Unfortunately, people's experiences with their rooms differ dramatically. While one Tripadvisor traveler called their trip to the Pocono Mountains resort "Amazing but expensive" after spending more than $800 for a single-night stay, others would say that "amazing" is nowhere near the vocabulary they would use to describe Kalahari hotels.

A different person on Tripadvisor, for instance, shared that their guest room at the same Poconos hotel was not clean at all, saying the "bedding was dirty, the floors had old food on them and their [sic] was hair all on the bathroom floor." Another Tripadvisor reviewer who stayed in Sandusky had a similarly horrific experience in a room they referred to as "filthy" and "unsanitary." In addition to an unflushed toilet and hair strewn around the bathroom, they discovered dried food on switchplate covers, and "there was sticky stuff all over the floor and front of the couch."

If you encounter a poorly kept room at a Kalahari Resort, the best thing to do is let management know. Another option, if you live within driving distance of your preferred Kalahari property, is to only visit for a day trip. Waterpark day passes are available, and you could also save money by not needing to pay the full overnight room rate. People who need to stay overnight, but are worried about the quality of Kalahari's rooms, could also go the day pass route and choose another close-by hotel with excellent reviews.