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Wytheville KOA

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Wytheville KOA Reviews (3)

Our information on the complaint is as followsOn 3/18/ reservation number [redacted] called the store times asking questions concerning the rental of our cabins before making reservations.He was informed they were primitive with no restroom, no kitchen, that we did not supply linens either but that there was a heater in every cabinHe was informed of how our night registration worked because he would be arriving after hours as well as when reservations are made the card is charged at that time not just put on file to hold the reservation he was also told about the cancellation policy being it was a same day reservationHe called the campground manager at 9:p.m that night asking for a refund and was informed that we could not give a refund on same day reservations again , we are a independently owned KOA campground that follows the KOA guidelines on refunds such as day notice on all Cabins and Cottages and a hr notice on RV sitesHe was told we would gladly reschedule his reservation for him but did not want thatThe store manager called him back the following morning to once again apologize and go over one more time our cancellation policyHe then called KOA corporate office and was informed that it was up to the campground whether or not they would refund depending on what policy they followed, which in our case is the one set by the KOAHe was then contacted again trying to get a resolve of this and was offered a free nights stay in any cabin,cottage we had available at the time of his stay, on 3/21/reservation number [redacted] he stayed in one of our room cabinsHe was very pleasant and did not have any complaints at that time that he shared with any of our staff at that timeHis first reservation was for a room cabin which could accommodate adults which is why in return we offered to let him stay in any Cabin,Cottage we had on siteWe feel as if we have done everything we could to resolve this while following our policies which were stated to him more than once he spoke to people before making his reservation , we feel as if there was no more that we could have explained to him as far as policy or procedures go for our campgroundIn the complaint it has the dates of 3/4-3/he had not called or made reservations at our campground as of those dates he called and made his reservations on the same day 03/18/ If you have any other questions you may let me know I will be more than happy to answer themHave a great day Thank You, Wytheville KOA

Our information on the complaint is as follows. On 3/18/2014  reservation number [redacted] called the store 6 times asking questions concerning the rental of our cabins before making reservations.He was informed they were primitive with no restroom, no kitchen, that we did not supply...

linens either but that there was a heater in every cabin. He was informed of how our night registration worked because he would be arriving after hours as well as when  reservations are made the card is charged at that time not just put on file to hold the reservation he was also told about the cancellation policy being it was a same day reservation. He called the campground manager at 9:30 p.m that night asking for a refund and was informed that we could not give a refund on same day reservations again , we are a independently owned KOA campground that follows the KOA guidelines on refunds such as 7 day notice on all Cabins and Cottages and a 48 hr notice on RV sites. He was told we would gladly reschedule his reservation for him but did not want that. The store manager called him back the following morning to once again apologize and go over one more time our cancellation policy. He then called KOA corporate office and was informed that it was up to the campground whether or not they would refund depending on what policy they followed, which in our case is the one set by the KOA. He was then contacted again trying to get a resolve of this and was offered a free nights stay in any cabin,cottage we had available at the time of his stay, on 3/21/14 reservation number [redacted] he stayed in one of our 1 room cabins. He was very pleasant and did not have any complaints at that time that he shared with any of our staff at that time. His first reservation was for a 2 room cabin which could accommodate  5 adults which is why in return we offered to let him stay in any Cabin,Cottage we had on site. We feel as if we have done everything we could to resolve this while following our policies which were stated to him more than once he spoke to 3 people before making his reservation , we feel as if there was no more that we could have explained to him as far as policy or procedures go for our campground. In the complaint it has the dates of 3/4-3/7 he had not called or made reservations at our campground as of those dates he called and made his reservations on the same day 03/18/2014.
If you have any other questions you may let me know I will be more than happy to answer them. Have a great day. 
Thank You,
Wytheville KOA

Review: We've stayed at multiple KOA cabins with our work, and have never had an issue, but the experience we had this time was beyond bad customer service. We called ahead to make a reservation, they asked for a card number to put it under, but never said anything about not giving refunds. WE CALLED TO RESERVE A CABIN, not book a cabin.

The location of our job ended up changing that day, so weren't able to stay there. When I called to cancel the reservation, and ask to have the money refunded the manager said that we would have to call the corporate office for to inquire about that, and that he couldn't do refunds.

So when I finally got a hold of someone at the corporate office, they told me that it was up to the camp manager whether I got my refund or not, and that they would call them, and have the camp manager call me back.

Well, by the next day no one had called me back so, I called the campground office AGAIN to see if the corporate office had actually called them. They did call, but he refused to give me a refund, instead he offered to move my reservation. So now, I'm stuck with a reservation I don't even know if I'll be able to use, plus I'm paying 87 dollars for a 1 bed NO BATH cabin, because the original reservation was for 5 bed cabin. I'd rather stay in a hotel with proper heating/air conditioning, and a bathroom at those prices!Desired Settlement: To have the money refunded to my card.

Business

Response:

Our information on the complaint is as follows. On 3/18/2014 reservation number [redacted] called the store 6 times asking questions concerning the rental of our cabins before making reservations.He was informed they were primitive with no restroom, no kitchen, that we did not supply linens either but that there was a heater in every cabin. He was informed of how our night registration worked because he would be arriving after hours as well as when reservations are made the card is charged at that time not just put on file to hold the reservation he was also told about the cancellation policy being it was a same day reservation. He called the campground manager at 9:30 p.m that night asking for a refund and was informed that we could not give a refund on same day reservations again , we are a independently owned KOA campground that follows the KOA guidelines on refunds such as 7 day notice on all Cabins and Cottages and a 48 hr notice on RV sites. He was told we would gladly reschedule his reservation for him but did not want that. The store manager called him back the following morning to once again apologize and go over one more time our cancellation policy. He then called KOA corporate office and was informed that it was up to the campground whether or not they would refund depending on what policy they followed, which in our case is the one set by the KOA. He was then contacted again trying to get a resolve of this and was offered a free nights stay in any cabin,cottage we had available at the time of his stay, on 3/21/14 reservation number [redacted] he stayed in one of our 1 room cabins. He was very pleasant and did not have any complaints at that time that he shared with any of our staff at that time. His first reservation was for a 2 room cabin which could accommodate 5 adults which is why in return we offered to let him stay in any Cabin,Cottage we had on site. We feel as if we have done everything we could to resolve this while following our policies which were stated to him more than once he spoke to 3 people before making his reservation , we feel as if there was no more that we could have explained to him as far as policy or procedures go for our campground. In the complaint it has the dates of 3/4-3/7 he had not called or made reservations at our campground as of those dates he called and made his reservations on the same day 03/18/2014.

If you have any other questions you may let me know I will be more than happy to answer them. Have a great day.

Thank You,

Wytheville KOA

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Description: CAMPGROUNDS & RV PARKS

Address: 231 KOA Rd., Wytheville, Virginia, United States, 24382

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