I have been going to Champlin’s for over 20 years, but since the new ownership took over, the marina has had terrible customer service. Last year (the first year of the new ownership) we had many issues, but we figured it was the new company getting used to the operation.
This year (mid July 2022) we stayed for 5 days. The pool was green & murky, to the point where you couldn’t see people’s feet in the water. The Wi-Fi, which last year they said will all be fixed, was still not functioning. They attempted to roll out a towel service by the pool, but after the staff putting about 6 towels out, nobody would replenish.
I tried to speak with the staff about the issues, they didn’t have any management onsite to speak with & could only recommend calling the phone number. I tried calling, only to leave a message without a return call.
Finally, a few weeks after our stay, someone returned my email & admitted to the issues, without any resolution. They basically say it was a learning curve. Why am I paying full price for them to learn? It is sad but I don’t think we will return to Champlin’s. The sentiment of most boaters I spoke with was the same as mine, big disappointment.
I am very sorry to see of your disappointing stay with us. We definitely had been struggling with the color and clarity of the pool through late July. We brought in a pool technician in addition to Ecolab and they worked diligently to try to rectify the situation. The water was clean and safe to be in, but it certainly wasn't pretty and we are grateful for those guests who still found that they could enjoy the pool. While it is too late for your trip, the situation has now been remedied and the pool is pretty and clear. We have been trying to roll out towel service this year and that also has not gone as smoothly as we have hoped. It is definitely a lesson to be learned and we will be better prepared for next year with more towels. We have a number of managers, myself included, who are on property every day and even available after hours for emergencies. I'm not sure why our staff didn't let us know that you were looking for us and we will reiterate to all of them that we are available and want to help! The wifi was working properly at the beginning of the season and in July suddenly stopped working. In addition to the guest wifi, our administrative wifi was interrupted which meant that our phones did not work properly. We reached out immediately to our provider and they struggled to get the proper equipment to the Island as quickly as we all hoped. With the remoteness of the Island, not all problems can be fixed right away. Again, I'm sorry that you were disappointed with your stay and hope that you will reconsider.
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