Big Bear Vacations
susan montgomery
Although the cabin was acceptable, the reservation process was tedious to say the least. Was asked about 5 times if I had pets and the paperwork felt like an interrogation. Also don’t use this place if you plan on a possible change of plans. Totally uncompromising for cancellation within the 30-day prior to reservation. This policy doesn’t fit the framework of modern times. Every hotel or cabin accommodation I’ve ever stayed at, one could cancel within 24 to 48 hours. I had a change of plans at 28 days prior to my stay and one attendant offered to charge me $75 for a cancellation. I called back 5 minutes later to take that offer, just to be told that was wrong information and I would be charged the entire time of my stay, no getting out of my reservation, no matter what I had just been told. The level of hostility aimed at me was incredible! I would not use this company again nor would I recommend it to anyone I know.
Ned Hardcastle
Went up to Big Bear or Oktoberfest. We got to Big Bear early and tried to get an early check in. The lady we spoke to at the counter was rude and said it won't be ready until 4pm. We want back to their office at 3:30 and spoke to the man at the counter and he said it won't be ready until 4pm. We asked if we could get the keys so we can get in at 4pm he told us no. So once again at 4pm we returned to get the keys and found out there are no keys it's a code for the door. So we get to the house and they didn't give instructions on the keypad for the door. The house was nice but lacked many thing you should find in a fully furnished house. Also as a contractor I found many things about the house that were not up to code and would consider dangerous. It's appeared that some repair work was in process but looked very substandard. I will not be using Big Bear Vacation ever again, I'll stick to VRBO or Air B & B.
Gerard Mooney
Beware of Big Bear Vacations!!!! Owners you may be loosing lots of future business listing with this company and their horrible customer service.
We were hoping to have a great family vacation at Big Bear in June 2017 and signed our rental agreement six months in advance. Prior to signing the contract we saw a few reviews of #1566 (170 Elgin Rd.) the property we rented and noted that there where complaints made about the lack of screens on the windows. Based on the reviews we requested (six months in advance) that window screens be installed since there is no AC on the property. We contacted the management at Big Bear Vacations and were assured that the screens had been ordered and would be in place well before our June vacation. To our dismay when we arrived on the hottest day of the year (100 degrees) we learned that the screens were not installed and no one had a clue. They claimed they would try to have someone come the next day and nothing could be done to resolve the matter the first night.
We found the home full of flies and mosquitoes and hot as hell. We spent the night trying to cool the house down without screens. The grandchildren could not sleep due to the heat and mosquitoes. This was a terrible way to start our family vacation with the first night completely ruined. Management representation that the screens would be in place was an outright lie that they clearly breached the contract. The kitchen was full of ants and the porches were covered with bird droppings (see picture). The Jacuzzi was not working. The condition of the house was supposed to be on the high-end of their inventory. Certainly not what one would expect for over $4,383 for 4 days/5nights. Big Bear Vacations charged us a $425 cleaning fee but we had to take the trash to the city trash site 2 miles away as well as clean the house and empty the dishwashers upon vacating or we would be charged additional fees. We were also charged a $318. NON-REFUNDABLE reservation fee.
The maintenance team arrived the next day unannounced and interrupted half of our first vacation day installing temporary screens inside and out of the house hammering on the windows. The maintenance team told us that the issues with the lack of screens had been well known for over a year but not dealt with by Big Bear Vacation management.
Our calls and emails were not returned and we had to call numerous times to talk with the supervisor, Destiny Carlton, who offered us a measly $200 for “our inconvenience”, and said this was a staff decision and it was final. We asked to speak with the owner and she categorically denied our request and told us that this would be impossible as he was a very busy man and he does not speak with customers. Be warned that Big Bear Vacations, its owner and management do not care about your vacation or customer service. If you are headed to Big Bear and want an experience worth your hard earned money you should look to anywhere but Big Bear Vacations.
Kelly Taylor
Beware! I had so many issues during my stay. The room is was in bad condition, and the service was poor. When I tried to reach out for help, there was no one there. When I tried to discuss my concerns with management, they clearly did not care. Here are a few of the many problems:
1. No power in 1/2 of the room so the fridge, some lights and TV were not working; no one was answering at the front desk to ask for help
2. The water in the shower was spraying high and far soaking everything in the room
3. The front desk told us to sit still and the snow plow was on it's way to us. We waited hours and no one came.
4. I left an item in the room and was given the run-around for a few weeks when I had to finally give up.
Lindsay Herrell
We had a terrible experience with Big Bear Vacations as a management company for our cabin at Big Bear. Theft, lack of maintenance, and a real lack of bookings. Our friends who booked our cabin through Big Bear Vacations were also unhappy with the service. No reservations over Thanksgiving weekend (with snow!) in 2016 was the final straw for us. We felt like we were managing the manager. Obviously our cabin was not a priority for this company, so we switched to another (and smaller) management company that takes pride in their work, and we have been VERY happy. With Big Bear Vacations, I had to follow up at least 3 times to get simple questions answered. Our statements were always screwed up, we were charged for maintenance we never received, and one month we never even received the check for our rentals! We canceled our contract with Big Bear Vacations in early December and did not receive the reserve money we were owed until February. Big Bear Vacations is easily the worst management company I have worked with. Someone may respond to this post saying "sorry, this is not the standard," but if you go to other popular review sites and read individual feedback from owners and guests over many years, you will quickly see that abysmal service and severe lack of attention to detail is definitely the standard with this company. Stay away!!
Erica Villalpando
After charging you for tax, reservation fees, cleanings fees, you would think they would have enough money to hire honest cleaners. After leaving some personal belongings and calling numerous times the day of and the next, I was given the round around. I asked to speak to the cleaning manager and I was not allowed. Basically don't leave anything behind because it will not be returned to you. The bathrooms in our cozy cottage at $200 a night could have used an update and the master bedroom should have better heating, not a portable heater??? We paid to much money and they try and charge you for every small thing. Beware, check in time is at 4pm check out time is at 10am!!!! Should had gone with Cool Cabins or VRBO!!!
Tish Valka Delgadillo
Way-Way over priced for a shack! We went in this in the blind. After we paid, we was given a map to our cottage. Not only did they give us the wrong map but the wrong combination.
Christopher Cook
Bad company if you work for them. Rental property's are dirty and disgusting
Lori B
This rental agency fails to enforce the rules, codes or extend common courtesy to the surrounding residents. I called your office 4-5 days ago. You were advised that YOUR tennants left two plastic trash bags with household trash out front against the tree. I also requested that you send someone out to remove it. You failed to do so. Its not my job to clean up after your tennants. I also advised you that the residents of this neighborhood would appreciate you enforcing the number of people and vehicles at this address. Your sign says 3 vehicles, while the property clearly only allows for two. So, last night during snow fall and and this morning with snow on the ground. You have five vehicles out front! Two are parked on the street, one on a neighbors property.
That's three to many! Lastly, please advise your guests this is a quiet neighborhood and not animal house, nor a sports park. If this continues, I will take legal action against you, as well as the homeowner!
Stacy Tongg
Unprofessional, disrespectful and will lie to your face. We rented a property and they promised us a check in at noon and we did not get to our property until 5 PM. They threatened to not give us the keys and claimed ignorance. Never again. Don't rent from this company. You will be fooled
Neil Parker
They'll lie to et your business! We rented a 3 bedroom cabin for the week. We specifically required that a staff member check out the property to make sure it was clean and that everything advertised worked properly. Before we left, we asked for the results of the inspection and were told all was fine, beds had new mattresses, walk in closet they called a 3rd bedroom (it's not a bedroom without a closet - I'm an appraiser!) place was clean, etc. (we required this after reading the latest review of the cabin, which was poor).
When we got there, it wasn't even a 3 bedroom, it was a two bedroom with a walk in closet they called a third bedroom. Not enough curtains to cover the windows, urine stains on the carpeting, mostly unusable utensils, badly dated, filthy furnishings, amazingly uncomfortable beds that STUNK, and the list goes on and on! On top of that, wifi wasn't even available, and we are all stock brokers! Most of us had to go to McDonalds, or lurk in the parking lot of some resort to access the internet! We called to complain and were told that there would be an adjustment to our bill upon checking out. In the end, they lied about the cabin, they lied about it being newly refurbished, they lied about it being clean, they lied about wifi, and now they lied about adjusting our bill. I even filled out their survey, but still not a word, or adjustment.
Do your self a favor and use anyone but these clowns. They are your typical dishonest, lazy Realtors.
Sherry Lanczet
BE CAREFUL!!! DO NOT BOOK WITH THEM!!! Worse customer service I have ever had to deal with. They lied to us and took our money and never got the chance to enjoy our special planned vacation. I decided to surprise my boyfriend for his birthday on January 2013 so I booked this vacation on December of 2012, and paid $1,500 and another hundred and something for the insurance they sold me. A week after my boyfriend got his results from his Doctor and he was told that he has to go through a surgery on his knee and he is not allowed to do any activity. So when he told me that we both called Big Bear Vacations to cancel our trip and get our money back. They told us that there are no refunds (which we knew about it) and we should 1st need to check with the Insurance we purchased for that. The insurance denied our claim for some reason even though we provided them with all info, so we called Big Bear Vacations again and they told us if someone will rent the property for the same time of your vacation then you'll get a "Rain Check" and that means we will get a credit for later on. We told them that my boyfriend cannot do any activity and for sure not Ski for few months so we will have to wait with it. they told us that we have a year to use it. 2 Weeks ago we called to reschedule our vacation for January 2014 and to ask if we can have an extra week or two, just incase, so we can play with the dates, a lady answered us and told us: "sure that is not a problem I see you have credit till Jan 2014, but let me check if I can add a week or two and I will call right back. Guess what...She never called back. so I called again a week after and then someone told me that she is not dealing with those things and someone else will call me. I waited another 2 days and no one called back again so I called again and asked to talk to the supervisor- Samantha. Now Samantha is talking to me and she's telling me that we had only 6 months to use the Credit (Rain Check) for the vacation and we lost it cause its been almost a year and there is nothing she can do about it. So when my boyfriend tried to tell her the story, she said she listened to the calls and nothing like this was said- (They are lying!!! ) , and when my boyfriend tried to tell her the story and he asked her if we can listen to the recorded calls together- she ignored what he had to say and hanged up on his face. That is definitely the worse customer service!!! and definitely a lie!!! Plus on top of it No one does Ski during summer why would we think something like that... Be careful guys. They are unreliable, liars.
Victor Valenzuela
Worse Property Management Co. in Big Bear!
Turned our yearly family; a 20 year tradition, vacation into a nightmare.
We rented a lake front property for a week (Storybook), Upon arrival we found a condom floating on the Jacuzzi!, reported it to the office, said would send maintenance to remove & shock Jacuzzi, i requested to have it emptied an sanitized which they agreed upon but deemed unnecessary. Began to cook dinner to find out the stove did not work, waited for a maintenance person for 1.5 hrs, gas line was disconnected from stove!, turned the heater on before nightfall, No heat, waited another 1.5 hrs or so to have it fixed. (Heater not working again next night, same thing) all of this top of a dirty property that even had pet waste stains on the carpet! on a property that was supposed to be a "Luxury Rental"
Not one apology from management, after having our worse stay in big bear ever, they would not even contemplate a partial refund.
Big Bear Vacations only cares about collecting their fees and could not care less about their guest!
Stay Away!!!!
Jonnie Walker
Run!!! Run far far away from this company. They will provide you with false information and showcase their sales room like its a beautiful cottage in the forest. The truth is, you'll drive to some abandoned and run down neighborhood, show up at some old and beaten up home and when you call the front desk to complain, no one will answer. Run far far away - I worn you!
Maria
Bill Martin
ZoketynX
Linnette Gutierrez
Karla Castro
Juan mcarpio