I have yet to receive a response from anyone on the board of executives on this issue.
Dear Board of Executives,
As you read the following experience on one of your campgrounds I ask you would you bring your loved one (s) here.
It may help to improve your Franchisee and customer relations and matters that umbrella this; possibly allow for a rework for criteria for the policies that govern your standards to bring KOA closer to an acceptable business standard, should you chose to consider this information an alarm.
On Sunday June 12 at approximately 4pm I called KOA Niagara Falls Lundy's Lane Campgrounds and booked a 7 night stay.
Reception was accommodating and a workabout was required for the length of this stay as to ensure that 2 adults and 4 children under the ages of four would be comfortable. Reception advised that only one option was available to accommodate the number in our party as there was a necessity to cook for the children as the youngest one was 10 months old and I have a special regime for kidney disease.
From Sunday to Saturday morning lodge 1 would accommodate our party of six. On Saturday June 18 one adult and two children were leaving and another adult was joining my children and I. Even though their was only four now in our party we still needed cooking accommodations so the only one option remained for this day was Motel 6.
Both Lodge 1 and Motel 6 were booked and confirmed with reception; check in followed later at dusk approximately 7:30pm later this day June 12.
Reception greeted us well upon check in with my 2 children with the help of another adult as care needs to taken with me due to physical limitations. Upon check in the campground was quiet.
When morning arrived we were greeting with an industrial sized cement mixer, several pick up trucks; more industrial equipment including raging cement cutters and other construction type machinery. When the manager Lisa was pressed as to why I was rented this lodge if she was aware that major construction was underway, she advised that construction would only continue until Noon the next day and that the motel 6 was mistakenly rented to someone else for my saturday stay. As compensation she gave me two nights reimbursement and a free night in a Kamping Kabin with only a toilet.
Noon came and went. Construction was still underway. My first attempt to clarify the situation as the childrens naptime was in our approach, it was suggested by AnneMarie at the front office that I should go into the lodge close all the windows and turn on the A/C full blast. I did not find this suggestion helpful.
After several attempts were made to arrange alternate arrangements with the ground host Lisa, such as a settlement on the rentals costs of this lodge and reinstatement of the motel room, it disappoints me to say that the confirmed amount to be paid was reneged by both the Regional Representative Carl and Campground host Lisa.
To my face the agreement between the three of us was that since my stay could not be free as per Carl, I would only pay for two nights stay for the entire time booked and receive two nights next summer season in the same lodge. I asked promptly to receive this in writing.
Nothing in writing was received. And upon check out the agreement was not honoured.
I believe it to be with deceit Lisa and Carl arranged a different agreement without my consent or knowledge. As the booking credit card was pre charged I was not able to recoup any charges. In my own terms this is fraudulent at the very least bad business practice.-
It was wrong and deliberate to retain more monies for the lodge than our agreement; to escalate matters I consider it a criminal deception intended to result in financial or personal gain as they profited from my lack of familiarity of the campground conditions when I originally rented it. And continued to profit from it outside of our agreement thus taking advantage of my physical disabilities.
Lisa advised she was not authorized to honour the agreement. I requested to speak with head office. Carl was then called. Carl advised that Lisa 'knows the deal'. I asked if he is now saying something different than our agreement and his reply was 'evidently'. These were his exact words.
No further words were spoken between Carl and I. I passed the phone back to Lisa and advised I would be checking out immediately. We left without incident.
Nothing could be further from family fun and good times. I cannot in good faith recommend KOA nor do I believe this type of business practice is a good one. What is most disappointing is that not one person on behalf of KOA including your very own regional representative Carl, had the wherewithal to handle this situation with a proper level of customer service and render the Lodge site un-rentable.
My two and half year old son was almost run down and killed by one of many reckless construction trucks obstructing the lodges entrance/exit.
Further, the electric saw cutting table set-up and all timber was positioned under the bedroom window of our lodge.
Towels, linens and garbage bags were never replenished for the duration of the stay.
No information was given by anyone on the grounds facilities and what is available with/without cost. Everything I found out on this was through trial and error.
This situation and the outcome to date is well below any acceptable level of standards.
I do hope KOA has some success in revamping and building future business and one way to do this is to cross examine your health and safety procedures, business practices, customer service policy, codes of conduct and KOA mission statement to reflect the truth to and of the people you have in your charge and to the people that keep you in your standing.