Cape Hatteras KOA

made a reservation on our website KOA.com on July 25,2017 to stay in one of our Deluxe Cabin checking in August 23-25, 2017 listing 2 adults and 3 children (two under age of seven). The guest called the campground on August 21 to change dates of reservation to August 22-24, 2017.

When the guest arrived to the campground, the party was consisted of 5 adults and 4 children. One of my guest service representatives explained that the cabin booked could only physically accommodate a maximum of 6 people, anything more than that would also violate our fire safety for those cabins. At that time, the guest became agitated with the guest services staff, who in turn escalated the conversation to the campground Assistant Manager. The Assistant Manager further explained that our cabins have a strict occupancy limitation set by the Fire Marshall furthermore, our website is set up in a way to only allow the maximum occupancy to be booked online.

To accommodate the guest's needs, we offered one of our rustic cabin at a discounted rate for the additional guests to stay. In the end, the guest chose to leave the campground as they did not want to pay for additional accommodations. A refund was given and we waived the cancellation fee.

Approximately 30 minutes later the guests came back to campground and agreed on renting rustic cabin for extra guests in addition to keeping their original reservation. The guest apologized for their confusion as his brother and other family members decided to join them last minute.