In 3 words: Awful Horrible Deception!
Base Camp made a reduction to the no of nights during my stay from 4 nights to 3 on 19th April 2018 a few hours prior to the night of my check in, I received an email from Base Camp stating that check in was cancelled due to winds. This was extremely unfortunate news on the night of myself and my guest's arrival from London to LA as the notice provided on the weather forecast was only announced at very short notice.
As a result of this late announcement, alternative accommodation had to be sought and paid for, on the same day of my arrival as there was no other option of where to sleep. This proved to be very stressful and expensive and an inconvenient start to my Coachella holiday. I visited Base Camp based on reviews and recommendations online and my overall experience proved to have fallen short of anything positive.
Upon arrival at the check-in desk on 20th April, we were not welcomed so gracefully, in addition to this - not one colleague apologised for the cancellation made with little detail and notice and showed little regard for the inconvenience it caused for the guests.
The reasons for the cancellation on this occasion, as a Customer, was completely outside of our control. The decision was made by Base Camp but no refund had been accounted for the loss of nights stay and accommodation.
Whilst safety may have been the driver, forecasts should have been assessed well in advance and communicated clearly to all guests in the most practical form via email, or your website. I repeatedly requested to speak to a site manager, who was never available, I was advised he will visit our tent but never did.
I then Spoke to Derrick (Supervisor) whom advised that comms would definitely be sent out to guests on the handling of our cancelled check in on 19th April and added that any costs incurred to arrange alternative accommodation would also be taken care of; but zero communication has been received to date!!!. The management of this incident has been below standard.
Additional concerns and issues that lead to an overall poor experience:
- Directions to venue were unclear, no signs anywhere close the the front of the campsite stating "Base Camp"
- Toilets were dirty, constantly blocked and lacked hygiene and sanitizations
- Blankets and sheets limited, hard beds
- Pool was extremely small
- Showers were cold and stopped intermittently and were very unreliable
- Tents were not and far from furnished, a bed and chair is basic and looked nothing as advertised on the website
- Staff were rude and charged $75 for a shuttle bus that wasn't well highlighted (no Base Camp sign or red lights were placed on our 10pm bus as we were previously advised) on return back to camp from Coachella festival.
This completely ruined out Coachella stay, avoid avoid AVOID! read more