Santa Cruz/Monterey Bay KOA Holiday

We are new popup campers and this KOA facility was just our 2nd time taking our popup camping. We arrived the day before Thanksgiving and our experience was fun. We plugged into the shore electricity and tried out our fridge, heater and other neat things about our popup that we were just starting to enjoy. Then Thanksgiving day came and with it, 100s of RVs. They parked and plugged into power. The whole place was full, not one space was left. Later in the evening, as we were getting ready for bed, we had a surge of electricity in our popup. The lights would get bright and then dim. We surmised it was because a lot of power was being used, as the lot was full and we didn't have problems the first night. When everyone was in bed, I saw a spark shoot up in the air with a'pop' sound and a burning smell. I quickly ran outside and unplugged from the power. Across our space, I observed several staff members working on an electrical box. They were apparently having another electrical issue. I advised, what appeared to be a lead worker of my incident, and he said once they finish with their work, he would come over and check. He never did. At 8:57 PM, we received a text from 831-220-3855 from KOA stating the following:"Hello Santa Cruz guests- We have a section of the park that has lost power. Our team is troubleshooting but we have not yet identified the problem. Unfortunately, we are not likely to have power restored tonight....." Then on the next day we attempted to try the power and our toaster surged and would only burn toast, my in law's electric blanket was non functional, we finally gave up and unplugged from the pedestal.(Friday) at 9:58 AM we received the following message:"We appreciate your patience as we work through these electrical issues that came up overnight. We ask that you unplug your RVs from the pedestals at this time....." The offer to refund part of the stay. We also found that our closest bathroom showers were also down. After we returned back from our trip, I brought the camper to our garage, and we tested the power. Nothing works, at all. After we found this out, I contacted management at KOA, and they heard what happened and advised that they would put me in touch with their claims service(insurance). Once they provided me the claims service, the said"once we submit, they will handle any communications." I had attempted a follow-up and left a message with their claims provided, Gallagher Bassett located out of Pittsburgh PA. So after I had left a voicemail(no call was every returned to me) I received a letter from the aforementioned claims provider which stated in part:"This letter is to advise you that we have completed our investigation into your claim against our client[KOA]. After careful consideration and review of the facts, we must respectfully decline payment for this matter for the following reason(s):"-"The power outage was beyond our client's control and subsequently, they are not liable for any damages incurred to your camper. They have taken all necessary precautions to ensure the smooth functioning of their facilities." I am very disappointed in KOA's lack of accountability for this incident. It's a shame, because the place makes great effort in all aspects for making it a welcoming place. But since KOA is unable and unwilling to take responsibility for ruining my camper, I decided to post this review. I would HIGHLY suggest you not visit any KOA sites as I don't believe they have the capacity for running their electric system, and you would run the same risk to your RV/campers as we did. If you do decide to visit a KOA site, I would recommend that you do NOT plug into their power system. I plan to advise KOA corporate and post this experience across all my platforms so families know the risks involved with KOA. It's a shame that KOA doesn't take accountability for their mistakes. Update: I spoke with corporate KOA and was advised there is nothing they can do either.

This place was awesome for kids. A little loud and busy but still had clean bathrooms, hot showers, pool, hot tub, outdoor games, bike rentals… they were even delivering pizzas to campsites when we stayed that smelled amazing. Compared to other KOAs we have stayed at, this one was extremely expensive. However, given the location and all of the included amenities I can understand why. We had a great time and used this a launching off point to visit Big Sur.

Had a nature preserve site for two nights. Overall everyone was friendly and great activities for kids. A little busy and can be loud but still a fun time