Inside Grants KOA: A Conversation with the Owners

Building World Class Customer Service in the Heart of New Mexico

The Grants New Mexico KOA has once again been recognized with the 2026 KOA World Class Customer Service Award — an honor that reflects consistently exceptional guest experiences across the KOA system.

What makes this achievement even more meaningful? It’s not a one-time win.

Since purchasing the campground in Fall of 2022, owners Kristan and James have earned World Class Customer Service recognition year after year, establishing a clear standard for hospitality in Grants.

We sat down with them to talk about what’s driving that success — and why Grants, New Mexico is a place worth rediscovering.

Q: First off — congratulations on the 2026 award. What does this recognition mean to you?

Kristan:
Thank you — it truly means a lot. For us, it’s validation that the small things we focus on every day are making a difference. We’re very hands-on, and we care deeply about the guest experience from start to finish.

James:
The fact that we’ve received this recognition every year since purchasing the park in 2022 makes it even more meaningful. It tells us we’re not just having a good season — we’ve built a consistent level of service that our guests can rely on.

Q: What do you think sets your campground apart when it comes to customer service?

Kristan:
It starts with intention. Every guest interaction matters — whether it’s check-in, helping with a question, or delivering food to their site. We want people to feel like they’re being taken care of, not just checked in.

James:
We also focus a lot on the overall experience — clean sites, easy processes, and adding conveniences like onsite food service. Travelers are tired, they’ve been on the road, and if we can make their stay simple and enjoyable, that goes a long way.

Q: You’ve built a strong track record since taking ownership. What do you credit that consistency to?

James:
Honestly, a huge part of it is our team. We’ve been fortunate to build an incredible group of people who truly care about the guest experience.

Kristan:
We say it all the time — we could not do this without them. Their attention to detail, their attitude, and the way they show up for our guests every day is what makes the difference.

James:
And alongside that, we’ve put a lot of focus into building clear systems and processes. That consistency behind the scenes allows our team to deliver a consistent experience for every guest who comes through the park.

Q: You chose to invest in Grants, New Mexico. What drew you to this location?

James:
Grants has a lot of untapped potential. It sits right on Historic Route 66, and it’s surrounded by some incredible landscapes that people don’t always realize are here.

Kristan:
And there’s so much history. From its roots in uranium mining to its connection to Route 66 and Native American culture, this town has a story. That was something we really connected with.

Q: There’s been a lot of conversation around revitalization in Grants. What are you seeing locally?

Kristan:
There’s definitely momentum. The town is working hard to revitalize downtown while preserving its history, which we love. You’re seeing efforts to restore Route 66 buildings, support small businesses, and bring more tourism into the area.

James:
It’s exciting because Grants is starting to shift from being just a pass-through stop to a place people actually want to spend time in. And with major milestones like the Route 66 Centennial, that visibility is only going to grow.

Q: For someone visiting for the first time, what should they experience while they’re here?

James:
You can’t miss El Malpais National Monument — the lava flows and volcanic terrain are unlike anything else. It’s rugged, dramatic, and really unique.

Kristan:
I’d also say El Morro National Monument. It’s such a powerful place with centuries of inscriptions and history. And beyond that, just getting outside — hiking, biking, even driving Route 66 — there’s so much to explore.

Q: How does Grants KOA fit into that visitor experience?

Kristan:
We see ourselves as a basecamp. Whether you’re here for one night or a few days, we want to make it easy for you to relax and then go explore everything the area has to offer.

James:
And when guests come back at the end of the day, we want them to feel comfortable — good food, a clean site, a friendly environment. That balance between adventure and comfort is what we’re aiming for.

Q: What’s next for you and the campground?

James:
We’re always looking at ways to improve — whether that’s enhancing amenities, refining operations, or finding new ways to serve our guests.

Kristan:
At the end of the day, the goal doesn’t change. We want to continue delivering a world-class experience and be part of what makes Grants a destination people are excited to visit.

The continued recognition of Grants New Mexico KOA for World Class Customer Service reflects more than strong operations — it highlights a commitment to people, systems, and experience.

As Grants itself evolves — blending historic preservation with renewed energy and tourism growth — Kristan and James, alongside their dedicated team, are helping shape what hospitality looks like in this unique corner of New Mexico.

This article was edited with the assistance of AI and refined to reflect the voice and perspective of the owners of Grants New Mexico KOA.