Bear Lake / Marina Side KOA Holiday — Hotel in Garden City

BED BUGS! Cabin K401. We stayed 7-27 to 7-29 2024. Because of a mishap cancellation without our consent, they booked us into that nearly $400 a night cabin at a 50% discount. We still paid $400. A couple days after we end up with extremely itchy bumps all over, and then finally got around to call them about it 8/5/2024 and She (JOY) said "you are calling us just now"? Yes, if they would read up on bedbugs, it does or can take a few days for symptoms to appear and then these reactions / bites will show for a week to two weeks and itches like you are on fire. I wanted to be sure before I called them to make such "elaborate" allegations... Imagine that. There are always possible variables of course, and it is possible I am wrong however very unlikely because My wife and I really researched it back and forth and we considered every available option. I had almost a week to research it and talk to experts - and clustered bite bumps like we are showing are symptomatically evident etc.... Bedbugs. And then of course where from? My house? Never in our 60 years of life have had bedbug bites experiences - EVER. And then we go to a cabin K401 at KOA in Garden City UT and this happens. The pillow and sheets had weird blood spots and I didn't make anything of it at first, but once we were itching a few days after, it became clear. I have gross pictures. I am not going to share those right now. I will email them to KOA. And they got all defensive anyway while my call and report was with good intentions. So here we are, I am reporting it to the public. You have to know. If you go to that KOA, be prepared, bring your own stuff, don't sleep in a cabin with a regular bed and regular mattress. My daughter was with us sleeping on a bunk bed that had a rubber covered mattress She is fine. Our queen bed had a regular mattress. I woke up the first morning and there was blood on my pillow and in the sheets and I have no idea where it came from but you figure "Oh well, I must have scratched myself".... You shake it off. Gross - Disgusting! We were not even talking 'money back', but you have to admit it is a bit unsettling when you get just a defensive reaction to that report... and I get it, this isn't something one wants to hear about. But Bedbugs are a reality, I just had never experienced them first hand on me, and my wife. At least we match,... hundreds of bites. As many as 400 bites, one bite for every...

Buyer Beware!! Never Booking Here Again!

We called on a Thursday to book a tent site for the following Monday (the 4th of July.) I Gave my credit card over the phone to reserve a space. The charge went through, but we never received a confirmation email.

I called the next day to confirm and was told I did not have a reservation and there was nothing they could do. We booked at another campsite. While in town, I went into the office in person to figure out how to get the charges reversed and was told to call a manager the next day.

We still have yet to get through to the manager but the bookkeeper Renee has told us that our card was used for another persons reservation who happens to have the same last name as us (Anderson is not uncommon) and they used our card to pay for it. They are treating this as credit card fraud because they won’t own up to the fact that someone in their office used the card I gave over the phone to pay for another person with the name Anderson, all while misplacing our reservation. 🤔

Now we have been told our only recourse is to dispute the charges with our credit card company which means I have to issue a new debit card.

Not one of the KOA staff at any time has tried to help or take responsibility for this mix up. At every interaction they seem confused and even suspicious, jumping to credit card fraud as the only plausible cause rather than owning up to the fact that someone at the office made a mistake. This could have been easily resolved by reversing the charges. SO disappointed. What a joke.

There was a good outcome: due to this mix up, we found a much more convenient and clean campsite for half the price and five minutes from the North Beach. So we have more reasons to never go back.

• Update: After trying for four days I finally got through to a manager who became belligerent when I spoke honestly of how her staff handled this situation. She finally agreed to refund the charges, I’m pretty sure just to get rid of me, but never taking ownership of what happened. She said there are a lot of complaints about her staff and I will just say that the KOA might want to look at what part the staff might have in that, invest in training and update processes to avoid losing reservations. That will have a much better outcome for customer service as opposed to blaming customers for problems that...

I had originally reserved a deluxe cabin that sleeps six people. Due to my husband’s current condition, I contacted the KOA location at 9:07 a.m. to request a switch to an ADA-accessible cabin, out of concern for his safety, particularly while using the shower. He is on crutches and cannot safely shower without appropriate handrails. The front desk attendant initially informed me that the only ADA-accessible option would be an upgraded cabin that sleeps nine, which would cost more. I politely asked to speak with a manager. The attendant later left a voicemail stating that there was in fact a 6-person ADA-accessible cabin available, but I would be required to pay the price difference due to a “different layout.” I informed her that under the Americans with Disabilities Act (ADA), businesses such as lodging establishments may not charge additional fees for accessible accommodations when they are available and comparable to the original reservation. She said I would need to speak directly with the manager. At 11:36 a.m., I received a call from the manager. I was shocked by his dismissive and unprofessional tone. He laughed at my request and repeatedly insisted that I could either pay the price difference or cancel the reservation entirely. I reiterated that I was not asking for an "upgrade," but for a reasonable accommodation under the ADA, which legally prohibits charging more for an accessible unit when the change is necessitated by a disability. Rather than treating the matter with the seriousness it deserves, the manager continued to mock me and refused to acknowledge the legal obligation. I calmly explained that this kind of response from a public accommodation would not occur at a hotel, where ADA-compliant rooms are offered without additional charges when available. He ultimately gave me two options: pay more or cancel. At the end of our conversation, I stated that we would remain in the originally reserved cabin, but if my husband were to be injured due to the lack of accessibility, KOA could face legal consequences. Subsequently, at 12:04 p.m., the manager called and left a voicemail stating that our reservation was canceled and we were not permitted to stay on the property. He reiterated the same message in a second call...