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Business Profile

Campgrounds

Cody Koa Holiday

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:07/29/2024

    Type:Sales and Advertising 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.
    I had two pending reservations for Cody *** Holiday for the nights of July 4th (reservation # ********) and 7/11/2024 (reservation # ********).

    On Saturday, 6/29, I sent an email canceling the July 4th reservation by forwarding the confirmation email. I received a full refund for that reservation cancellation.

    The same day, 6/29, I called and canceled the July 11th reservation since I could not easily locate the confirmation email. I spoke with a woman who seemed busy, and she said I would receive my full refund since I canceled within their requirements for camping cabins of the 7-day cancellation notice required.

    After several emails that have not been replied to, I am asking why I am not getting a refund for the total of $226.32. I've exhausted my efforts and need assistance to get the full refund of $226.32 - I just want our refund.

    Business Response

    Date: 08/12/2024

     

    Ms. ***** has stayed at our campground on 3 separate occasions in May of 2024.  She made 4 additional reservations  for July 4, 5th and July 11th.  While she did email and cancel the one for the 5th, *** clearly states that you are suppose to call to cancel the reservations.  I cancelled the reservation for her and suggested that she call us the next time she needed to cancel.  She had a reservation for the 11th and *** sends out 3 different emails reminding the guest of their upcoming stay and what to expect when they get there.  She was a no show on the night of the 11th and was sent an email showing the cancellation.  That is when Ms. ***** contacted us to say that she had called the week before.  We checked the call logs and we have no such call on the books and she never responded by email when she received the reminder emails of her upcoming stays.  As per *** policy, her deposit was forfeited.  I contacted *** Inc along with RAC owner and they have looked over the logs and correspondence and shows that Ms. ***** did not make an attempt to cancel the 11th when she contacted us on the 1st of July by email so she did not cancel within the 7 day cancellation window.  I have copied the correspondence I have had with Ms. ***** along with a copy of the email reminding her of her stay that *** sends out with every reservation days before they are to arrive.

    It was because you cancelled via email instead of calling so when we cancelled it on Monday it didn't automatically take the cancellation fee off.  In the future I would suggest cancelling via a phone call.  Jean
    Cody ***
    Hi!
    I am a VIP rewards member and should not be charged a cancelation fee. Please let me know when I can expect a full refund. Thank you.
    Respectfully,
    ***

    Hi!
    Can you please cancel this reservation? Thanks!
    Respectfully,
    ***

    ----- Forwarded Message -----
    From: Kampgrounds of America ******************>
    To: "***.***************" <*******************>
    Sent: Friday, June 28, 2024 at 05:50:37 AM MDT
    Subject: Information for your stay at Cody *** Holiday.

    Hi ***,
    To make your stay as joyful and memorable as possible, we leave no stone unturned! Here are some helpful tips and info to make your *** experience as pleasurable as possible. We can't wait to see you!
    Visit Our Website
    Reservation:
    #******** Dates:
    Fri, Jul 05, 2024 -
    Sun, Jul 07, 2024
    (2 Nights)
    Camground Name: Cody *** Holiday
    Address: 5561 Greybull Highway
    Cody, WY 82414
    Check-in Time: All, Early Check in Fee of $10 will apply
    Check-in: 1:00 pm
    Check-out Time: Check-out: 11:00 am
    Phone: 1-800-********
    Fax: 1-307-********
    Email: ***************
    Website: Cody *** Holiday
    WiFi Network: ***
    WiFi Password: ***
    Your Campsite: Camping Cabin (No Bathroom)
    Learn More
    Activities and Attractions
    Daily Pancake Breakfast - Memorial Day through Labor Day
    May 26 - Sep 2, 2024
    All-you-can-eat pancakes served from 7 to 9 a.m.
    Free Rodeo Shuttle - Memorial Day through Labor Day
    Jun 1 - Aug 31, 2024
    The shuttle bus takes you to and from the nightly rodeo.
    Celebrities for a Cause
    Aug 15 - 17, 2024
    Celebrities for a Cause at the Rodeo –Stampede Park, Cody, WY,  August... read more.
    Great Dam Day
    Aug 17
    Enjoy a variety of activities and entertainment, including a hike down the... read more.
    Pancakes
    All you can eat pancakes for Free! Sausage, milk, juice and coffee are available for an additional c... read more.
    Free rodeo shuttle
    Avoid the stampede, let us shuttle you to our nightly rodeo, held at 8:00 pm June through August. Bu... read more.
    Activities available in the Cody area:
    Olive Glenn Golf Course Located in Cody, 9 blocks west of McDonalds at 802 Meadow Lane. This is an 1... read more.
    Gift Shop
    Come browse our great selection of gifts and souvenirs.  Stock up on all of your rv  and camping nee... read more.
    Learn More
    What's Happening Nearby
    Buffalo Bill Center of the West
    Five museums in one! Explore the "Smithsonian of the West" with the two day admission. The Whitney G... read more.
    Cody Night Rodeo
    The Cody Night Rodeo is held every night, June through August at 8:30 pm
    Red Canyon river trips
    Ride the rapids of the Shoshone River with expert river guides. This wet and wild ride is one for th... read more.
    Yellowstone National Park
    Enjoy geysers, mudpots, mineral pools, and abundant wildlife in the oldest National Park in the Unit... read more.
    Check It Out
    Know Before You Go

    Check Your
    Reward Balance
    Easily track and access your exclusive savings and see your *** Rewards account details.
    Log In
    Video: Tips for
    Your Stay
    Whether you're a first-time camper or a pro, refresh your memory on campground safety and etiquette.
    Watch Now
    Now You're
    Cookin'
    From hearty breakfast dishes to cozy comfort foods, our guide of cooking recipes has meals for every camping season.
    Get Recipes

    KOA App
    Download Now
    iOS - Android

    Hi,
    I called and canceled this reservation on Saturday, 6/29, the same day I canceled our 4th of July reservations. Why am I not getting a refund for the total $226.32?  
    Respectfully,
    ***

    ----- Forwarded Message -----
    From: Kampgrounds of America <***@*************>
    To: "***.***************" <***.***************>
    Sent: Friday, July 12, 2024 at 06:49:57 AM MDT
    Subject: Cody *** Holiday - Cancellation #********

    Hi ***,
    This is to confirm we have received your cancellation for your stay at Cody *** Holiday. We're sorry we won't be able to take care of you this time around, but hope to see you soon!

    Contact Info:
    *** *****
    260 RAINBOW DR # 16004
    LIVINGSTON, TX 77399-2060 Dates:
    7/11/2024 - 7/12/2024
    Reservation Number: ********
    Total Deposit Paid: $226.32 (USD)
    Total Deposit Returned: $0.00 (USD)
    Cancellation Fee: $226.32 (USD)
    Details: 2 Adults, Automobile, , Slideouts, Pets
    Your Campsite: Deluxe Cabin (Full Bath with Tub & Shower)
    These deluxe cabins are the best of both worlds. Restrooms, kitchens and air conditioning.


    Customer Answer

    Date: 08/13/2024

    Complaint: 22061635



    I am rejecting this response because:

    I did call on July 1st to cancel our reservation. What call logs did they check? Caller ID? How do they know what number I called from? This proves they are lying about not receiving my call. 




    Regards,



    *** *****

    Business Response

    Date: 09/10/2024

    The most interesting part of this is that Koa Inc. has an internal complaint department that she is well aware of because she has VIP status with our company.  I am not understanding why she came to the BBB with this complaint.  In the 20 years I have worked here, I have dealt with the BBB one time.  Obviously we know how to run our business and customer service is one of our highest priorities.  There is also a limit where we are also a business and have to make money.  We lost out on revenue for that site because she was a no show.  *** Inc sent reminder email once between when she said she cancelled and when she was supposed to arrive.  She also is a VIP which means she has an app which shows you all of your reservations that are coming up.  We also send an email confirming the cancellation and so she should have received that when she cancelled the reservation but didnt because it was still an upcoming reservation

Cody Koa Holiday is NOT a BBB Accredited Business.

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