ComplaintsforColoma Resort

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have been customers of this ********************** since 2017. Our reservation was from July 31 - August 4, 2024. We paid $340.00 for our reservation. We have an annual family camping trip at this resort. On Friday, August 2nd, our 15 year old daughter was riding her bike with 3 other children around the resort at 9:30 pm. The female security person was chasing them around. She knew what site my daughter was from. She proceeded to come by our campsite and tell us that she told the kids 3 times to go back to their campsites. I explained to her that if she had let me know the first time, she would not have had to repeat herself. Our daughter and the other kids went back to their campsites. We went straight to the manager the next morning and talked to her, let her know what happened. She said she would talk to the security manager to ask what happened. We let her know that the kids were not causing trouble, we could see and hear them. They were enjoying riding their bikes around the resort. We had an issue with this same security person last year, she accused several kids of breaking the rules by being out after hours. I had to show the manager a time and date stamped photo which showed my daughter and the other kids at our campsite during the hours they were accused of being out. We have been unfairly punished by this business, and want to continue our family tradition. I found out today that they rebooked our site without discussing the incident with us. They have our account flagged and we are no longer able to book at this campground. We have experienced unfair treatment. I only want to be able to rebook the same site and timeframe to continue our family tradition.

  Business response

  08/23/2024

  Thank you for taking the time to share your feedback. We genuinely regret that your recent stay did not meet your expectations and that you experienced difficulties with our policies.
  We strive to provide a positive and enjoyable environment for all our guests, and it is clear from your review that we fell short in this instance. Our policies, including quiet hours and safety rules, are designed to ensure a comfortable experience for everyone.

  According to the county ordinance, quiet hours are enforced from 10:00 PM to 7:00 AM to ensure a peaceful environment for all guests and resident neighbors. We take violations of these policies seriously, and we have addressed these concerns on multiple occasions with your group over the years.
  

  Our staff made several attempts to remind you and your group of these guidelines during your stay. We understand that these reminders can be inconvenient, but they are necessary to maintain a peaceful environment for all our guests. We acknowledge that our enforcement of these rules might not have been as effective as we would have liked, and for that, we apologize.
  

  We are continuously working on improving our processes and will take your feedback into consideration to enhance our future interactions and enforcement of our policies. If you have any specific concerns or suggestions on how we can improve, we would appreciate hearing from you directly at *******************************. 
  Thank you again for your feedback and for bringing these issues to our attention.
  
  Sincerely,
  Coloma Resort Management Team 
  **************

• Initial Complaint

  02/24/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On Saturday, August 20, 2022 I was injured due to a falling tree from my campsite down by the river where myself and a few others were sitting. I ended up in the river and had injuries due to this situation. I was told by the campsite staff to send my medical receipts, which I did. The property manager was not very responsive, but we have had several conversations and she told me she has given the receipts to the owner. The owner has never contacted me, nor have I received any reimbursement from my medical bills.

  Business response

  03/24/2023

  Dear Customer Relations Representative at **********************:

   

  I am writing in response to Complaint ID ********, and would like to express our sincere apologies for any inconvenience experienced by the guest and her family during their stay at our facility.

   

  As an outdoor camping resort, we understand that nature can be unpredictable and carry inherent risks. That is why we have a clearly stated booking policy that includes a provision reserving our right to refuse service and absolving ** of responsibility for accidents, injuries, or loss of valuables. We require *********** and their guests to agree to these terms before entering our property.

   

  However, we also recognize the importance of providing a safe and enjoyable experience for our guests, and we take this responsibility very seriously. We take every possible measure to maintain our facility in top working order, ensuring that our guests can relax and enjoy their stay with peace of mind.

   

  Please let ** know if there is anything else we can do to address this matter.

   

  Sincerely,

   

  Customer Relations Representative

  Coloma Resort

   

  Customer response

  03/24/2023

  I am rejecting this response because: Several employees the day I was injured told me to send any medical receipts I get from my doctors office so I could be reimbursed, so that is what I did.  I have various emails with the manager, *************************, never once did she say they would not cover my medical bills due to the reasoning in the response they replied with.  In fact, below is one of the emails. 

  From: ************************* <***************************************>
  Sent: Tuesday, September 27, 2022 8:56 PM
  To: ************************** <***********************************>
  Subject: Tree Fall Injury
  
  Hi ******,
  
  I just spoke with the owner on what is needed from you.
  
  I believe that we already have pictures that you gave **.
  
  We would need the information from the Doctor and copies of the bills from your ***************** to proceed.
  
  Thank you
  
       Warm Regards
     ****************************
          Manager

  So I am a bit confused at their response, or lack of.  It's been terrible dealing with them! 

*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. ↩