Kalahari Resorts and Conventions — Hotel in Round Rock

One Star – Disappointing Stay at Kalahari Round Rock

We arrived at Kalahari Resort in Round Rock, TX on Friday evening after a 3-hour drive from Houston, excited for a relaxing Memorial Day weekend with our family. Unfortunately, what we experienced was anything but relaxing.

We were assigned room 6518, and shortly after settling in, we noticed loud noises coming from the neighboring room—children running back and forth, screaming, and playing as if completely unsupervised. At first, we tried to ignore it, but by 10 PM it was clear that this wasn’t going to stop. My husband called guest services, and they assured him that they would take care of the issue.

Thirty minutes went by—still screaming. He called again. This time, guest services said they had already dispatched security but would follow up. Another thirty minutes passed and nothing changed. It was now nearing midnight, and we were exhausted. I called guest services myself, furious, and demanded a new room. I asked for a manager and was told there was none on duty overnight. The staff member apologized, said she had just come on shift and wasn’t aware of the situation, and finally moved us to a new room.

So after midnight, we had to pack up all of our belongings, which we had fully unpacked, sanitized, and set up—including waking up our 10-year-old child who had just fallen asleep—to move up two floors in our pajamas. This was absolutely unacceptable, especially considering we were paying over $400 per night.

The next morning, I went to guest services and spoke with a supervisor named Laura. I calmly explained everything, but instead of showing empathy, she began questioning the validity of my story, citing that her staff told her something different. Her tone was dismissive and condescending. She assumed I was looking for a comped room (I wasn’t), and offered a late checkout—which was useless since we were leaving Monday morning. When I asked if breakfast vouchers or something else could be offered to show goodwill, she responded with “interesting,” as if I was being unreasonable.

Overall, I am extremely disappointed in how this so-called luxury resort handled a simple guest service issue. There was no urgency, no ownership, and zero effort to ensure guest comfort. I expected better, especially for the price and the brand reputation. Sadly, this experience has made me reconsider ever returning...

Nothing says welcome like having the soap in your room bolted down.

The staff here are under trained, not guest centered.

After the trip, I was charged an additional $201. When we reached out to the resort, they said it was for service fees and taxes originally not charged. When reviewing the "invoice" that they sent, the amount charged originally and the added $201 did not match up at all with their invoice. They simply said that those fees are to be charged and that they cannot and will not honor the pricing originally quoted.

A day later, they called back and forgot all about the conversation the day before. The person calling stated that they were overwhelmed with calls about fees and incorrect invoices so they were having trouble tracking who they called and who they didn't. Once again on this call they said that they weren't going to do anything to remedy their deceptive charges.

They had another conversation with me a few days later. They stated that the rate was fair and that is what we are going to be charged. They stated they will not honor what the front desk agent and front desk manager stated.

They said since we signed their terminal that we were told to sign, they did include in the documentation on the little screen at checkin a different rate than quoted so they have every right to go back and charge the additional $201 to make up for the difference. However when I add up the numbers that were on the little screen (they sent me a screen shot) it doesn't add up to the same numbers of what they charged us. (the difference is not taxes)

It's odd that they would verbally agree and confirm a price, have us provide a card for that amount. Once again as we were handing them the card verbally guaranteed that this one charge was the full amount that we were going to be charged, then after checkout, go back and charge another amount to make up for...

It's nice place for family. This is our second time staying with my family. My children love it. It's safe a place. The room was clean. The most important thing is Unlike other water parks, you don't have to wait in line for long time... In other places, we sometimes had to wait in line for up to two hours for my children's favorite rides, but here, you wait under ten minutes and it's so much fun... One of the most disgusting rules of water park in places other than here is that those who have paid more ,do not need to staat the lines... and my children would look at them with regret at how while we were waiting in line for a ride for a very long time, those who had paid a lot of money would repeatedly pass in front of us and enjoy the ride... But in this hotel, we don't get that bad feeling... Also another great option is that you pay for 1 night staying in the hotel, but you can enjoy 2 complete days.... also you can eat food there,or bring your food,or even order your food from the restaurant around the hotel.... In short, don't waste your money elsewhere.... Enjoy the great, beautiful and stylish environment here... If you like, use the outdoor facilities or, in the cold or heat weather, use the indoor area of...