West Glacier KOA Resort — Hotel in West Glacier

We were treated disrespectfully by a front desk employee, D, at check in. My husband and I are on a long trip, and Glacier National Park is just one stop of many as we travel to our destination, we were only there for two days. Over the years, we have been to many national parks, and, now as we are older and retired, we have learned what works for us when visiting a national park. First, we no longer do arduous hiking. These days, we prefer easy hikes or walks. Second, driving high elevation mountain roads with steep drop offs is not for us. We found this out at Rocky Mountain National Park driving up Trail Ridge Road (the “Highway to the Sky”), which is the highest paved road in North America. After driving that road, we said, “OK, we don’t have to do this again”.

So here we are at West Glacier KOA, and after we get all the info about the campground, we ask D, the lady at the desk, for a little info about the Park. We ask if she can tell us about scenic easy hikes or walks. We also mention we are not interested in doing the Going to the Sun Road. At this, D starts loudly exclaiming that she cannot believe she is speaking to guests who are not going to do the Going to the Sun Road. Shoppers in the store started to listen and everything got quiet. Other store employees stopped to listen. D went into a full-blown rant about how could you visit this national park and not do this excursion. At one point she leaned in close, took my hands and said, “Why on earth would you come here if you knew you didn’t want to take this drive?! It makes no sense!! WHY would you come here?” When I didn’t answer, she repeated, “I’m serious. WHY would you come here?!” She then turned to her fellow co-workers and asked, “Am I wrong here? Why would anyone come here if they’re not going to do the Going to the Sun Road?” Her co-workers remained silent and looked uncomfortable.

I tried to explain we have done this kind of thing before, the last time being at Rocky Mountain National Park, and we don’t feel we need to do it again. “It’s just not for us”, I said. D turned to me and said, “OK, so you’re scared of heights. Have your husband drive!” When I explained that neither of us was interested, she said, “Well, then for goodness sake, take the shuttle bus!!” There was no talking to this woman. As quickly as I could, I folded up the campground map and told her I would consult a park ranger. As I left the store, the other employees wouldn’t meet my eye, they looked very uncomfortable; shoppers were standing holding their purchases, looking at D, shocked.

Obviously, D needs training on working with the public and being sensitive to the situations of others. I did speak to a manager and my concern in doing so is that I do not want this employee to be similarly insensitive to people who might be more vulnerable and not able to stand up for themselves. How would this woman treat families who have a family member with a disability or a medical issue? Would she ask them why on earth they have come?? We all have different issues / sensitivities / concerns. We all should be accorded the respect to make our own decisions.

This campground certainly has all the bells and whistles and all the amenities. The list goes on and on and on. But for $200 / night it SHOULD have all these things. We found the cost to be pretty ridiculous and vastly would have preferred basic amenities for a more reasonable cost.

We did not like the laundry where you had to download an app and create a ShinePay account. We were not interested in giving ShinePay our credit card number, as we will never use ShinePay again. Why can’t you have machines which will accept ShinePay if some campers like this, but also accept regular old-fashioned quarters ?!?

This campground certainly offers every amenity imaginable, but for us, it was all WAY OVER THE TOP, including the price AND the behavior of the...

I love KOA properties but I’ve just had a very disappointing customer service experience that has thus far gone unresolved. I was attempting to make reservations for 2 tent sites next to each other for my dad and I traveling in each our own camper vans. I called to inquire whether the remaining two campsites they had available were next to each other and the agent advised me to use the select your site feature for $50, which I was happy to do but couldn’t find how to do so on their site, so asked her for help navigating to it. She simply said she couldn’t see what I’m seeing so she wasn’t able to assist and advised that if I booked the sites and made the deposit she then would be able to tell me the site #s and if they weren’t next together we could immediately cancel and refund the charges. I was hesitant and asked if there was any other way to gain insight into the sites… no, she said. So I did as told and she advised that the sites weren’t next to each other and things could not be reconfigured to make them so, so we moved ahead with the cancellation and she advised me I would be refunded. I had received some emails on the road that appeared money coming back to me and went on with my trip. Upon returning home, I noticed KOA charges for over $300 that were not refunded, one for a deposit and one for an actual stay. With further investigation, I found that from the 2 tent sites reserved and supposed to be canceled, only 1 was canceled. I tried to work with the KOA in reversing these charges as it was the fault was with them for not canceling both sites but they felt that I should have caught their error through emails and check in texts. I honestly assumed the check in text was a glitch in their system because I wouldn’t just assume that my “reservation” was never canceled and I was able to find a reservation together the following day. Regardless, this line of reasoning requires me to a) assume what they assured me of did not happen, b) catch and amend THIER mistake and make additional phone calls to correct it while I’m on the road. I cannot understand logically how it is fair that I would bear the responsibility here for a “no show” when I did what was required on my end to request cancellation and was assured it was done. The only way to cancel a KOA site is to call, so I write this in warning to other customers that if the KOA makes a mistake in canceling, their philosophy is clearly not to take responsibility or do right by their customer for their own mishandlings and you bear the responsibility for making sure they do what they say and catch their mistake if they don’t. Beyond this I didn’t even want to book sites without knowing what they were, I was just seeking additional information and help that the agent wasn’t able to provide! In efforts to escalate this, I was assured a manager would review my case and listen to the recorded call with the agent where I was told to book and then promised a cancel and call me the following day. No call the following day, no return of unauthorized charges for their mistake. I’m truly dumbfounded and beyond disappointed that this is how they would treat a customer.

Please note that this review does not reflect my experience at the actual campground (we mentioned we found sites next to each other the next day and had a pleasant experience onsite), but rather the experience with this particular & separate...

I love KOA properties but I’ve just had a very disappointing customer service experience that has thus far gone unresolved. I was attempting to make reservations for 2 tent sites next to each other for my dad and I traveling in each our own camper vans. I called to inquire whether the remaining two campsites they had available were next to each other and the agent advised me to use the select your site feature for $50, which I was happy to do but couldn’t find how to do so on their site, so asked her for help navigating to it. She simply said she couldn’t see what I’m seeing so she wasn’t able to assist and advised that if I booked the sites and made the deposit she then would be able to tell me the site #s and if they weren’t next together we could immediately cancel and refund the charges. I was hesitant and asked if there was any other way to gain insight into the sites… no, she said. So I did as told and she advised that the sites weren’t next to each other and things could not be reconfigured to make them so, so we moved ahead with the cancellation and she advised me I would be refunded. I had received some emails on the road that appeared money coming back to me and went on with my trip. Upon returning home, I noticed KOA charges for over $300 that were not refunded, one for a deposit and one for an actual stay. With further investigation, I found that from the 2 tent sites reserved and supposed to be canceled, only 1 was canceled. I tried to work with the KOA in reversing these charges as it was the fault was with them for not canceling both sites but they felt that I should have caught their error through emails and check in texts. I honestly assumed the check in text was a glitch in their system because I wouldn’t just assume that my “reservation” was never canceled and I was able to find a reservation together the following day. Regardless, this line of reasoning requires me to a) assume what they assured me of did not happen, b) catch and amend THIER mistake and make additional phone calls to correct it while I’m on the road. I cannot understand logically how it is fair that I would bear the responsibility here for a “no show” when I did what was required on my end to request cancellation and was assured it was done. The only way to cancel a KOA site is to call, so I write this in warning to other customers that if the KOA makes a mistake in canceling, their philosophy is clearly not to take responsibility or do right by their customer for their own mishandlings and you bear the responsibility for making sure they do what they say and catch their mistake if they don’t. Beyond this I didn’t even want to book sites without knowing what they were, I was just seeking additional information and help that the agent wasn’t able to provide! In efforts to escalate this, I was assured a manager would review my case and listen to the recorded call with the agent where I was told to book and then promised a cancel and call me the following day. No call the following day, no return of unauthorized charges for their mistake. I’m truly dumbfounded and beyond disappointed that this is how they would treat a customer.||Please note that this review does not reflect my experience at the actual campground (we mentioned we found sites next to each other the next day and had a pleasant experience onsite), but rather the experience with this particular & separate...