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Business Profile

Campgrounds

Waterloo / Lost Island Waterpark KOA Resort

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/22/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They told me I didn't get it back because my cabin was trashed but, it was not based on photos. Then said they were not willing to work with me because I left a review. Then told me it is because we came in as a group and all cabins were trashed but, 5 out of the 7 cabins received their deposit back. Then told me I had too many people in my cabin which was disputed as children under 3 does not count. So they seem to be making up reason after reason why they refuse to provide me my deposit back.

    Business Response

    Date: 07/30/2024

    The deposit for the occupant in the cabin was not returned for the following reasons:

    Management's inspection of the cabin after the guest((s) moved out documented many pictures which were emailed to the guest.  Documents showed  what happened throughout the cabin and why the deposit was withheld.  Linens were destroyed.  We purchased new linens for the cabin.  Garbage was left throughout cabin. It was reported that more than the allotted number of people were in the cabin.

     

    Customer Answer

    Date: 08/01/2024

     
    Complaint: 22025556

    I am rejecting this response because: one towel was ruined which per policy is 25$. Per the last supervisor I did not have too many people ad my youngest doesn't count because he is under the age of 3 per your own policy. Therefore, I had 4 people in my cabin which is what was paid for. Lastly, per the photos attached there was only trash left in the trash bin, which I have explained several times that the trash was the last thing to be taken out do idk how that was in there. 

    Sincerely,

    ***************************

  • Initial Complaint

    Date:10/18/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    10-16-22 we checked into one of the cabins, #5, on the campgrounds. This is our 4th or 5th time staying here in this exact cabin. Its roughly $300 for a 2 night stay and you have to stay 2 nights. Its a 4 person cabin. While here we have noticed: no batteries in the smoke detector or carbon monoxide detector, the fire extinguisher seems to have been used as the "pin" you pull out to use is missing. Also there is no tag with dates when last inspected, Clogged bathroom sink, the ceiling fan and lights in living room do not work, the multiple "cable" tvs each get 2 stations that are semi fuzzy and the rest of the stations you cannot see anything, free wifi does not work at all (we called front desk and they said manager would get back to us and never did) , only 1 remote for 2 tvs, dead insects in all window seals. Guests are expected to clean after themselves upon departure but this cabin has not been cleaned or inspected. We paid 1/2 as they require for a down payment a few mos ago and then they hold around $270 for the other 1/2 and security deposit.

    Business Response

    Date: 11/14/2022

    See attached doc

    Customer Answer

    Date: 11/14/2022

     
    Complaint: 18233729

    I am rejecting this response because:
    We did try to contact the front desk during our stay and was told the manager would call us back or the front desk call back. Neither the front desk nor the manager called back during our stay. While we are greatful things are fixed for other guests it does not dismiss what we went through during our stay. I'm not sure how a $50 refund was calculated, which yes we did get back but compared to over a $300 bill so miniscule and yes we did get our security deposit back as we most definitely should. We left the cabin in the same conditon as when we stepped foot in it. We have always gotten the security deposit back everytime we stayed so that should not even be brought into the equation. 
    Sincerely,

    *****************************

Waterloo / Lost Island Waterpark KOA Resort is NOT a BBB Accredited Business.

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