Casa Grande RV Resort & Cottages

Casa Grande RV Resort and Cottages was the worst camping experience my family has ever experienced in our many years of trailering. While the facility was clean and offered several nice amenities the staff was the most rude and unhelpful we have ever experienced from any organization we have ever shopped at, stayed at, or visited. Truly the worst experience we have ever encountered. My family reserved a trailer space and one of their cottages. When we arrived the park was mostly empty and out of the 20+ cottages they have we were the only ones staying in one. We brought our whole family with a couple friends with the expectation of a few of us staying in our trailer and having the others stay in the cottage. We were told when we arrived that our cottage and trailer site were literally 100 yards separated when there were plenty of cottages only 30 feet away. When we asked for a cottage across from our trailer all we heard was no, no, no. We were staying 4 nights and they had every reason in the world that they could not clean a closer unit for us, could not accommodate us in any way which was absurd given every cottage and most trailer spots were empty. Too much detail to go into but the standard answer we kept getting from the staff was "you are obviously not going to be happy here do you want a refund" Instead of let us see what we can do to accommodate you. The thing is we picked this resort because they brag on their web site that they have two rules #1 is the Customer is always right and #2 see rule # 1. Well this statement is completely untrue. They ruined our trip, treated us terribly and were completely unwilling to accommodate us even though they were a mostly empty resort. Tip to management, if you want to have more people stay at your resort replace all the terribly rude associates you have there and hire some people who are nice and have decent customer service skills.

Was this review helpful?  Yes   (23)

Great Amenities - Terrible Management If I rated this park on the amenities alone, this would be a five star review. Unfortunately, the management drags the score down to the point where I would not recommend this park and would not return. Front counter management either has no experience in a customer service environment or needs an intensive refresher course. Perhaps in their former career they managed a debt collection business. I say this because the default attitude towards customers is to argue with them and treat people who approach them with “issues” as if the customer was the problem. They don’t seem to have any problem solving skills and treat everything as the customer’s fault or misperception At the very least, their web site needs to be updated. It states: At Casa Grande RV Resort , we have two rules: 1. The guest is always right; 2. If you think the guest is wrong, read Rule One again. This philosophy is clearly not in play. In fact, the opposite appears to be true. The web site also states: Our entire staff is focused on R.A.P.I.D. service to all our RVers. We are totally committed to these core values: Respect, Accountability, Perseverance, Integrity, and Discipline. From the moment you call us or drive in our entrance, we will go the extra mile to make your stay the best it can be. Again, this is an example of marketing fluff that has nothing to do with the way the park is run. Almost daily reports of internet access issues were ignored, no status was reported and each reminder was treated with the opposite of respect and accountability. One of the three toilets in the men’s bathroom was broken for over two months. There appeared to be no urgency to repair this or the pool which turned cloudy and remained so for days or the hot tub jets that were broken. The web site also states that they have the “Best WiFi in the Valley”. This is a lie. The on-site staff appear to have no understanding of how to address WiFi problems and rely on a person who is off-site and clearly is incompetent. When the WiFi was up, it was extremely slow – like under 1MBPS slow. Dial-up speeds slow. For the first 3 weeks of my stay the WiFi was down most of the time. The web site talks about meal choices and activities report meals that are offered. They have a commercial kitchen and evidently used to have on-site chefs that prepared meals. However, now they have brought in a third party catering company that clearly has been struggling to provide meals that clients are willing to eat. In response to questions on this topic management just states that “We are not in the restaurant business”. This is typical of their attitude. If something is a hassle, they side-step their responsibility. For example, there was a recycling program when I arrived. Evidently even their lame approach for this was too much and they stopped the program – I assume because someone got tired of bagging the materials. They boast of on-site trash pickup – yet your trash must be out no later than 7am and it can’t be left overnight. Needless to say, most folks just bring their own trash to the central dumpsters. As I write this review, at my current RV Park trash pickup is provided from 8am through 4pm. That is customer service! Finally, the RV site I pulled into was piled deep in very large gravel. I don’t know who thought this was a good idea, but the section of the park that has this deep gravel is the laughing stock of the local RV community. Backing a 5th wheel trailer into this bogs down the tires and digs enormous trenches making it extremely challenging to position a trailer. Motor coaches have an easier time since their rear wheels are driven. There appears to be a number of folks that have been snowbirds at this park for over 10 years. They are the most warm, friendly and welcoming people I have met during my 18 months of full-time RVing. Many of them appear to have found workarounds to the problems of poor management and are settling for a lower level of service than they probably used to receive.

Was this review helpful?  Yes   (40)

A decent RV park, however there were a couple of things that prompted our decision to move to a different RV park in town. The pools and Jacuzzi smelled and were pitch black after dark with no lighting, next there is no cable tv and the Wi-Fi was so choppy that it was un-usable for us, lastly they send a fellow around in the morning who un-politely asks why you have not left the park yet and what's the hold-up? (We moved to a different park)

Was this review helpful?  Yes   (31)