UPDATE 9/14: Unfortunately, my husband will never have the opportunity to complete his stay,…read morebecause tonight this campground canceled his upcoming reservation and informed me that neither of us is welcome because I posted this Google review.
At approximately 7:43 PM, I received a phone call informing me the reservation was canceled because we had not "followed the rules." When I asked what rule we broke, I was told, to the best of my recollection: "You left a bad Google review. You can't do that. You don't go leaving bad Google reviews and expect to still be able to come here and expect to be welcomed."
I was stunned.
I again explained that I had never disputed their 21-day special-event policy. As my original review stated, once that policy was explained, I repeatedly acknowledged that my earlier unanswered request to adjust our arrival date would not have mattered anyway. I wasn't requesting an exception or refund. My review was about the unnecessarily defensive and unprofessional communication I received from the office.
I explained this again during tonight's call. It did not matter. I was told our reservation was canceled and neither my husband nor I were welcome.
I even explained that we are both disabled veterans and this trip had been planned around an event my husband is attending in the area. I was again directed back to the cancellation policy--which, again, was never what I was disputing.
To be crystal clear: I was told the reservation was being canceled because I left a negative Google review.
I did not record the call, so I am documenting the conversation while it is fresh in my memory. I have retained the texts, reservation documentation, cancellation information, original review, and call log, and I will be escalating this to KOA corporate.
What began as a review about poor customer service has now become something considerably more concerning.
ORIGINAL REVIEW:
This review originally pertained only to my interaction with the office prior to my husband's stay.
After receiving a welcome text stating we could call or text with questions, I texted to put the reservation in my husband's name. That was handled without issue. Three minutes later, I asked whether our check-in could be moved one day later due to being given incorrect dates by a family member. That message received no response.
When I followed up later, I was told we were outside the change window for a special event. Because they initially didn't tell me what that window was, I mentioned that I had sent the request the previous week and received no response, in case the policy was seven days.
I was then told I had "called," my issue had been resolved, and no date-change request had been made. They explained the policy was 21 days. I clarified that I had texted, not called, and that the second text had gone unanswered. I also said I understood that because the policy was 21 days, it wouldn't have mattered anyway. I thanked them.
Instead of ending there, they requested proof that I had sent the text and continued reiterating the policy I had already acknowledged. I provided the screenshot. The defensive responses continued.
That was the entire point of my original review: I wasn't disputing their policy. I was commenting on how an incredibly simple customer-service interaction was handled.
Ironically, the response to that criticism was apparently to cancel our reservation and tell us we are no longer welcome.
