AutoCamp

I was initially excited to visit AutoCamp Catskill, especially with their new partnership with Hilton in 2024. However, my experience at AutoCamp Catskill was deeply disappointing due to the unethical and predatory practices of the General Manager, Cathy Johnson, and the lack of accountability for safety concerns.

During our stay, a significant safety issue arose when the bathroom window of the AirStream Cabin malfunctioned and broke.

The latch mechanism failed while we were trying to open the window to air out the room, causing the pane to open unevenly and shatter. This breakage was a direct result of a faulty and jammed mechanism, not misuse or excessive force, as Cathy later claimed through email. Importantly, this is not an isolated incident--a previous guest reported a similar issue that was never resolved, which highlights a troubling pattern of neglect.

When we brought this concern to Cathy's attention, we were met with dismissive and contradictory responses. Instead of addressing the safety issue, she accused us of intentionally breaking the window, despite having no evidence and not being present during the incident.

Our attempts to provide photo evidence of the faulty mechanism were ignored, and she insisted the window had passed a quarterly safety check. This claim is particularly concerning given the unresolved complaint from a prior guest from the previous quarter, suggesting that such issues are ongoing and unaddressed.

Equally troubling was the lack of communication and accountability. We reached out multiple times via text, email, guest feedback, and ultimately escalated the issue to Hilton Guest Correspondence. Cathy responded only once and failed to engage further after receiving the photo evidence.

This lack of engagement raises serious concerns about whether guest safety or satisfaction is a priority at this property.

The AirStream Cabin itself was aesthetically pleasing, but the lack of attention to safety and the predatory manner in which management handled this incident overshadowed any positives. It appears that their focus is more on extracting financial recovery from guests than ensuring a safe and enjoyable stay.

As a loyal Hilton member, I expect a standard of quality and care that was absent at AutoCamp Catskill. I strongly urge Hilton and AutoCamp to reevaluate the management practices at this location. Until changes are made to address guest safety concerns and foster ethical accountability, I cannot recommend this property to others.

I've included a photo of the broken window, showing visual evidence that the uneven opening, contradicting claims from the hotel property that no faults were present.

This was taken immediately after the window had broken contemporaneous to opening using the latch. The window was not previously tampered with.