Property itself was pleasant if not a bit rustic. Unfortunately our interaction with the boss was what soured the stay. There appeared to be a mix up with our booking, we were advised that it had been cancelled by us a week prior to our arrival, this was confusing given we had only booked the campsite a couple of days beforehand? We were alerted to this when the boss arrived at our site berating us for not checking in and asking us to vacate the site. Upon arrival we had actually come into the reception to ask where our campsite was located and it was the boss that had pointed us in the correct direction without further questions. Back at the campsite after the boss was done yelling at us, I explained that there was nothing untoward happening and we were more than happy to move to another campsite and correct any payment issues at reception thereafter. Luckily friends of ours were at the opposite site so we moved our tent there.
When we returned to reception there was a helpful lady there and we explained to her what had occurred and that we were here to correct any payment issues. She was not sure how to charge us on the computer system so had to ask the boss. Again he proceeded to give us a lecture before telling the lady to charge us the two of us $30 cash for the nights stay. We objected to this as we were not occupying an additional site but rather moving our tent to a site that was already fully paid up by friends. This triggered another angry rant from the boss after which he said we could have it for $20. We would have left the property after this sort of treatment unfortunately we were in Crawford Bay for a wedding and little choice but to stay given how late it was.
Looking at their website now we should only have been charged $10 for an additional tent on their site!!!
This is the worst example of customer service I have experienced.
- Official Description (provided by the hotel):
- Not just any Kootenay Lake Hotel! Our family friendly resort offers cabins, guest rooms, and a full campground.Our beautiful and rustic paradise is nestled in a cedar forest. We offer cabins, hotel rooms and serviced RV / camping sites. Kokanee Chalets is the ideal place for your holiday, golf vacation or family reunion. Check out our wonderful community of Crawford Bay and our local events! ... more less