Big Bear Vacations
PE CM
Upon our arrival the cabin was not clean. There was trash on the balcony from the previous visitors. I will post pictures tomorrow. We let the managers know about it and I still have the trash. The 2 bathrooms were flooded and old , they did not do anything about it. The managers came to see but still no solutions. The couch was also dirty oh and the bed broken. I have been sleeping on a bed that looks like a seesaw. Vacation ruined because we stayed here. I am not exaggerating. I had to pee in the sink because the 2 bathrooms are flooded. I posted pictures
vianey roldan
We checked in at the allotted time of 4pm, when we hot to the house there were people working on the dishwasher and we were not able to enter until 5pm. Communication from the agents at the check-in desk was poor. Cleanliness of the place was subpar, there were hairs on the bed sheets and towels, crayons and scrabble letters in the carpet, and chips between the cushions in the couch. If all of that was dirty, I doubt the place was disinfected and Covid precautions were clearly not taken. On top of that, we had to leave the place a day early due to my mom’s deteriorating health and we were not able to receive a refund on the second night. Very poor quality and service for a $400/night cabin!! Never booking through Big Bear Vacations again!
kikis 1984
Muy mal , las peores vacaciones en ese lugar
Ian Horner
I am not at all pleased with our stay in your cabin.
On arrival the hot tub was not turned on and the water was cold. I had to figure out where the breaker was to turn it on and had to add about 8" of water to cover the jets. So for Friday night we could not use the hot tub, which was one of the parameters we used in our search. Also the water was very murky. There clearly wasn't any maintenance happening. Also, there was dog hair on the comforter on one of the beds. That tells me the cleaning is suspect. I spoke to the office on Saturday morning and was given a $50 credit for no hot tub and she called the company that services it to come and fix the poor water quality. He came early afternoon, then told us not to use it for 2 hours. We didn't use it until 9 pm. We weren't in it more than 5 minutes when our skin began reacting to the water. Red patches and burning itch, Absolutely terrible.
I have rented from you before without issue but this was pretty bad. Honestly ruined what was to be a nice 2 day break from the city. As of today they have not bothered to res[ond.
Alice Li
SCAM ALERT! DON’T TRUST ANYTHING THEY SAID ON THE WEBSITE! Amenities don’t work and they won’t reimburse you even if they said so!
I booked one of their properties (1597-glass peak) from Oct9-11 for my birthday weekend. The house was really nice but A LOT of amenities didn’t work. This included grill, sauna and hot tub. We messaged the staff and they said they were going to send someone to fix it. But we waited around for hours, nobody came. It was Saturday night and it got really dark around 6p. We bought all this meat to make a birthday dinner and couldn’t grill anything. Some of us were leaving the same night. So in order to get help fast, we drove to their office. The front desk lady was nice. She called their manager on the phone and told us they were sorry for the inconvenience and will reach out to me within two days about reimbursement. After our trip, I never got a message or email or phone call from them. So I messaged them again, they told me they were reviewing the case and asked me to wait till next Tuesday. On Tuesday, I reached out to them through texts, they NEVER messaged me back afterwards. I called their office. A guy picked up and said he felt sorry for my experience and will send a message to the management team to review my case. And that WAS IT. As of this moment I’m writing this review two months later, I still haven’t heard anything from them regarding the reimbursement.
STAY AWAY FROM THIS COMPANY!!!
UPDATE:
REGARDING TO THE OWNER'S COMMENT BELOW:
Big bear vacations finally refunded me ONLY $87 dollars AFTER I called my credit card company to dispute the charge. It was really insignificant amount of money compared to what we paid for ($1740 for two nights) and all the trouble and unpleasant experience that we've been through.
They are a dishonest and NOT customer friendly company even though they said so. I WOULD NOT STAY WITH THEM EVER AGAIN NOR DO I RECOMMEND THEM TO ANY ONE I KNOW!
Patrick Crawley
The house was a mess - pillows were missing pillowcases, trash left outside of the house, and underneath the stairs. the bunk bed in the children's room was broken and unsafe to sleep in. Three different lights were burnt out in the house. The TV's were extremely old (not smart TV's) and did not have HDMI ports to plug in smart devices. There were someones dirty underwear in the closed of one of the rooms, they did not supply a cookie sheet as stated on the site, no coffee or soap throughout the home so we had to go purchase everything at the store, the bedding was dirty and smelled of sweat so we bought our own blankets and bedding at the store.
Ani Nersisyan
The occasion was my husband’s birthday, and this was the worst birthday he had ever had.
find below the list of some out of all inconveniences we faced:
1) Wrong website description: “ Boat access”. There is NO BOAT ACCESS, and as a result of this my husband got stuck in the grass with the boat and spent his whole birthday with lake petrol trying to help him find a way out!
2) EXTREMELY dirty home! This includes:
horrible smell as you enter the home, dirty entry with many bugs, dirty linen, too much dust EVERYWHERE, urine stains in the toilets, dead mosquitos, flies and spiders on the windows, in the drawers , in the shelves, dirty doors, dirty barbique area, omg DIRTY everywhere!!!
3) Inconvenient: This includes:
Outdated home; TV which should be used with 2 remotes, one for volume, one for channels; master bedroom toilet doesn't have a door; upper floor bathroom collects water and has to be fixed; there are just lamps and lighting is not enough; no shampoo in the bathrooms, no paper towel, no trash bags NO NOTHING.
4) The most upsetting thing is that we called you on Saturday, described the situation and kindly asked to send someone for cleaning, and we got ignored, no one ever showed up. In one word, all that happened to us within these 4 days was simply DISRESPECTFUL. To charge $1200 per night and provide all the above mentioned ???
There are so many things I can keep writing about, but we already wasted quite enough time and energy there, so I dont want to remember and feel all emotions again.
NOT NOT NOT RECOMMENDED❗️❗️❗️❗️❗️❗️❗️
Shannon Arlet
Cabin was the dirtiest place I've ever seen, ceiling fan looked not to be cleaned in years, cobwebs everywhere, used personal hygiene at jacuzzi, food left in bbq found after we had to spray the exterior of bbq due to spiders taking it over. Had to go to store to buy gloves and cleaning products, also sheet and blankets due to the uncleanness of them. And last had to hammer the nails on deck due to tripping over them.
Peyman Kalhor
I rent a property 2 weeks ago. The pictures they placed in they website was totally different than which we saw. You will be surprise. Don't trust the pictures.
Ribo Chebeir
We rented Bret's Surf Retreat for 2 days, it looked ok in the pics, but when we got there it was a different story. The mattress were old and uncomfortable, the pillows smelled like they haven't been washed and have been used by a lot of people, it's like they jist change the sheets and pillowcases but never wash the pillows or clean the mattress. The bedding was the cheapest possible, thinnest possible. The upstairs living room smelled like body odor amd uncleanliness. A stuffy smell of a house in need of a major deap cleaning and deodorizing. The furniture was old and disgusting to sit on, the padding worn away and just fabric over wood frame. Nothing felt clean and we couldn't be comfortable. In the 2nd bedroom there was this super cheap bed on a squeaky loose frame, when you sat in it, it squeaked loudly and rocked back and forth, making it impossible for anyone to sleep in. Everything thing in that house seems like it's the same things that have been there since the house was 1st build in the 80's, they are super old, the washer and dryer are like antiques. We couldn't bear to stay more than one night, and for just $30 more we were able to stay in the best hotel in town. The customer service isnt any better, they refused to refund me my money, not even a partial refund for not staying a 2nd night. When i called to talk to the manager, i was told that they don't normally give refunds, and the manager was gonna look at it and for me to sit tight. So far a few days have passed and I haven't got a call back. Needless to say I wont be using this service again and hopefully I can prevent others from suffering the same fate. They charge top dollar but the quality of the cabin is similar to a dirty motel in a slummy part of town, absolutely disgusting.
Johnna Beeson
I’m so disappointed in the home we are renting, it is old and bad condition. Not rustic. Not charming. Gross!
Swiftblade Felixxx
I wish I spent my money elsewhere. Total waist. I needed to get out of the city hibernate at a lovely cabin with a hottub and bond with my love. Instead my fiancé and I are left disappointed.... check in time was listed wrong on website , hottub was broken and freezing cold, shower is smaller than a closet. No bathtub. The place was listed to have a AC and supposedly that was a error because the house did not have AC.
So Basically I’m left wishing I never left my comfortable home and invested elsewhere. I was excited to tell my friends about this and I don’t see myself recommending anyone. Luckily some locals informed me this is normal of the owner and gave me some higher quality referrals.. we even left an entire night earlier because we couldn’t enjoy staying another night. Disappointed.
Martha Sandoval
Please do not make the same mistake we made. DO NOT RENT THIS HOUSE or with this company. We had to cut our trip short and return the very next day.
I do not think I have the words to describe the disappointment we felt when we had finally arrived to the home and opened the door. The awful smell, which can probably be described as a combination of mold, dirt, locked smell, almost like they cleaned the house with a dirty rag, it was so strong that it even impregnated in our clothing. There were moths all over. Our 9 month old got a rash from crawling in the dirty carpet. They didn’t even have toilet paper.
The fee per night for this house plus multiple cleaning, owner’s, taxes and resort fees added up to almost $2,000. We had high hopes and expectations for our little get away but it turned out to be a horrible nightmare. And let me not forget another detail, the upper level floor is so noisy, those of us who had to sleep downstairs could hear every single step, movement, it was impossible to sleep.
The management is very poor. We called right after we arrived to the home and they didn’t return my call until the next morning. No one should go through this. We are completely disheartened of the waste of money this experience represented for us.
Robert Rendon
Would NEVER USE THIS COMPANY AGAIN! The house we got was dirty and had used tissue paper in the main bedroom. Tried to call them and would not answer or return calls quickly. Also the refrigerator went out and we lost ALL our groceries we had. BEWARE DO NOT USE THEM HONESTLY DO NOT THEY DO NOT CARE ABOUT THE RENTS OR CARE ABOUT THE MONEY. It's been 4 days now and have yet to hear from the manager. Shows how much they care right?
Paul Frillici
Horrific customer service on arrival. We paid (in full, up front) nearly $1000 a night for a house that wasn't ready when we arrived at stated check in time (4pm). We were told we would receive a text when the house was ready (which we never did). After multiple phone calls to them (waiting on hold forever), well after 6 pm, were given the address of the property to get in. House itself was dated, had bathroom sinks that didn't drain properly, jacuzzi tub that did not work and unusable tv's (unless you had a paid service). Will not use Big Bear Vacations again based on lousy customer service, advertising of property and overall outrageous pricing.
K L
Travel a lot won’t find good food in Reno but the ballon races are Amazing. One one the best views you will ever see is going up to bristlecone national forest heading to New York for New Years have experienced customer service . At the very bottom is Big Bear Vaction rentals We reserved a cabin for 3days during thanxgiving we were concerned about the size when asked they didn’t know the sq footage so we drove up there asked if we could drive by or have someone let us peek in no we asked if There was someone to talk to about changing our reservation no they we all in a meeting (hope it was customer service)
So basically we have to use a cabin that may or may not work or were out 1500 bucks also make sure the card you use to reserve the room won’t expire because if you have to use a new one at check it YOU WILL PAY A PENALTY
GOING BACK UP TODAY TO TRY AND LOOK AT OR UPGRADE KEEP U POSTED
John Contreras
DO NOT STAY HERE. We stayed in 1655 Blue Jay Nezt and it was disgusting. The place had not been cleaned, there was no hot water in the kitchen and no lightbulbs in half the lamps. There was a broken curtain rod in lieu of a fire poker-no joke. I’m not sure I’ve e we stayed in a place that’s this bad. Do yourself a favor and look elsewhere.
Mark Marriott
Do not book with Big Bear Vacations
- they rented the cabin out from under me and switched me and my children in an inferior cabin
- the lock box code provided did not work and they were not answering their emergency line or calling back on a Saturday night, and I was forced to drive around for hours looking for a room. Finally we got one of the last 3 rooms in the city at Motel 6 for $400.
- it took 11 days for the manager to contact me after the incident and after I left several messages
- they made only a partial refund for the night
- what would you do with kids in the car late on a Saturday night when you can't get into your cabin and the rental company won't answer their phone or call you back? What happens if you can't find a room anywhere? Freeze?
Update - after posting some reviews I did get a call back, an apology, and a good refund. So, at leas there is that. But, I'm leaving it at 1 star due to the risk they placed my family in.
Lucia Houser
We booked this cabin 7 months in advance. A large group of us had to take off work and it was a miserable stay. Never again will we trust big bear vacations. Here is a list of just a few of our issues with 1649 Log Home "Masterpiece"
We walk in and the fire alarm is beeping with low batteries. The thermostat had low battery and the heater wouldnt turn on. It was 40 degrees inside
No batteries in the remotes
Closet downstairs had a hole in the wall with exposed wires hanging down. Closet wouldnt lock either and we had 2 toddlers running around
60 percent of lights weren't working or light bulbs were just missing
Missing furniture. There were11 of us with only a loveseat in the living room (the other loveseat we found in the garage and it was completely trashed)
The toilets were dirty with urine all over seats
Hair all over the bathroom floors
We had to wipe down all the counters and floors because they were filthy
The carpet was not vacuumed
No pots or pans
Giant mold stain in the bathroom ceiling
Pool table was torn. Pool sticks were all broken
This place honestly looked like a trashed mansion.
It was very evident that it had not been cleaned or taken care of in a VERY long time.
Kiersten South
When we arrived to our cabin and completed a walk through we immediately noticed that the sink and shower in the only bathroom was clogged (and disgusting for that matter), there was no hot water anywhere in the cabin, and the fireplace was leaking water. We know that the rental office was fully aware of this situation by the fact that they had a heater blowing under the sink on the leaking pipes. We immediately called to have maintenance come fix the situation. 2 hours later no matinance had come so we called the office once again. They promised someone would be out shortly. We sat around for another hour waiting and still no one. By this time the main office was an hour from closing so they gave us the number to the after hours office which would be open till 10pm. The front office told us we could go to dinner and by the time we arrived everything would be fixed. While at dinner we called the after office hours to ensure that the problem had been fixed and got hung up on. When we returned to the cabin nothing had been resolved. It is illegal in the state of California to rent out a room that does not have working water/showers.
This was a terrible experience with a terrible staff. I will be getting a full refund and will not be returning for another stay. If I could give this 0 stars I would.