Unfortunately I did not read the reviews for Big Bear Vacations before we rented a cabin from them. The cabin was the most vile disgusting filthy home I have ever entered. The pictures of the cabin must have been many many years ago because the inside of the cabin did not look anything like the pictures. The giant chandelier was covered with dust and cobwebs. The chain looked like something in a horror movie. There was a hair ball on the sofa, food on the filthy carpet and the air intake vent was covered with filth. The wrought iron banister was covered in dust. I wouldn't let an animal stay in this cabin let alone a human being. I was hung up on by an agent when I called from the cabin, called back and put on hold for over twenty minutes. We drove back to the office before anyone returned to the phone. A manager was rude and indifferent when we told him of the problems. Needless to say I would NEVER have stayed a minute in this cabin. I demanded another cabin immediately at no extra charge. I was told they were sold out but had one property available. I called yesterday to speak to a manager. Was told that Kim would call me back. I am still waiting for a phone call from her. I spoke with the representative that handled my reservation today and she was actually nice and appalled by what I told her and the pictures I sent. After reading all the other reviews I can not believe she didn't know of this situation. Anyway, was told some compensation might be in order. After reading other reviews I doubt that will happen. Stay away from this place. Date: March 6, 2022 I spoke with the general manager and she was very gracious and rectified the situation with me. I give her kudos for calling a disgruntled customer to offer her apologies. She listened to the complaints about the employees and offered a solution. read more

See all

I can tell you the general manager Kim does not want to talk to anyone. The other manager Louie tries to block anyone from getting to Kim won't even give out her name. Well let me start by saying they rent cabins to people that are not maintained and clean at all. We arrived to food stuck to the silverware and dirty underwear in one of the beds. To say the least that the least of the problems. We had two showers that worked but only three holes so it was like being shot with a pressure washer so no one got to shower. The kitchen faucet was held together by a rubber band and had mold on the inside of it. The house was filthy Cobb webs everywhere in every vent in the house. Along with the dead spiders hanging from the walls the couches were completely broken. Funny to say we emailed the person we were speaking with to get the house and the manager said you emailed the wrong person. We need to email someone that we were given no info for. I can also post if you rent a house here make Sure you do not get 668 Conklin big bear ca. it's funny they won't give you the address but I'm going to post pictures of everything we had to deal with. read more

See all

Our visit to beautiful Big Bear Lake was the last week of January 2023 for 4 nights with six adults and one dog. We were told that we had to wait while the house was being cleaned. We moved in & the circular driveway was loaded with snow. My brother lives nearby and came over with his tractor & plowed the driveway. So we could park & safely get into the home. There was solid ice under the snow which had car tire tracks in it. So they never plowed the driveway with the last snow and it froze. Upon moving in and getting settled, we quickly noticed the kitchen was not clean & the stove was broken except for two burners. So those that BBQ started getting ready to do that next. We had requested a BBQ. However the propane tank was empty. After numerous calls to their office, someone came and replaced it with a full tank. Now we could cook dinner; we thought. As we were starting the BBQ up, it started a small fire as the grill was covered with layers upon layers of grease. So that ended that. Now we were requesting a new home but were told that none were available. So the office appeased us with a toaster oven to feed six adults. Meals lasted awhile. During the evening the temperature went down & the thermostat defaulted at 50 degrees. After many office calls, we were given the code to change the thermostat which we did. But to our surprise, after about an hour it would default back to 50 degrees. We called the office the next day to get the default changed to no avail. As we were preparing for bed, we had two bathrooms ( one an on suite) with each one having a shower. This is like a bad movie, but I assure you it really happened. The hall shower didn't work; the plumbing produced little water in either the bathtub or shower. So we all had to traipse through the primary bedroom disturbing our friends. Lastly, and I kid you not, there is one more problem. We selected the home because it had a BBQ and a hot tub. After heating it up a whole day, we noticed that night that it was still cool. So maintenance came and raised the water level. At last, we could relax in the hot tub. We removed the cover. Upon one of us getting in, (the brave soul) she screamed and jumped out. The water was greasy and the hot tub was disgusting. We asked for a half or greater refund on our total visit. Unfortunately, they would only give us 30%. We felt lucky that we got that much. I highly recommend the you avoid "Big Bear Vacations." read more

Terrible experience. My wife and I rented a cabin from Big Bear Vacations (4/15-4-17-23). We were visiting Big Bear Lake to celebrate our 18th wedding anniversary. The check in process was standard. We arrived about an hour before check-in time (4:00pm). We were told that the cabin would be ready by 4:00, and that we would receive an email when complete. We waited until 4;30 with no email. I called the office and they said the cabin was ready. We were never contacted. When we arrived at the cabin, we noticed a large mud puddle on the road in front of the cabin. I carefully drove through the puddle into the driveway. The driveway was a bit muddy but appeared to be useable. We unpacked the car and about an hour later we left to go to dinner. When I backed up', my right front tire got stuck in the mud. We could not move. Fortunately, we have AAA, but it took about an hour and a half to show up. While we were waiting, I called the office to tell them about our issue. The representative said she would report it t management. She offered us another parking space. Why wasn't this done in the first place/. Surely they knew about the condition of the road and driveway. Never heard anything from management. After we got home, I responded to a survey from Big Bear Vacations. I filled out the survey and received a prompt reply. I told he entire story to the representative. I requested some sort of remedy, since I incurred some expense as a result of the incident: car wash, wheel balance and some damage to the tire rim. The representative said they were not liable according to the contract I had signed. This is ridiculous. This incident happened because of their negligence. I have filed a complaint with the BBB also. By the way, there were some safety items I reported also: missing step on the porch (bad for us, we are both in our late 70s). , some broken furniture too. The cabin itself was comfortable and clean. read more

I stayed @ The Cozy Castle over the Fourth of July. Within 10 years I have stayed at over a dozen cabins, rented from various local property management companies, and I have never been more disappointed in a rental than I was with the Cozy Castle. The advertisement for this property does not show the current condition of the cabin, at one point in time, I am sure this place was very nice however the lack of care, upkeep, and general cleaning are noticeable upon entry. I paid $2,900 for 4 nights to stay in a place that lacked screens on windows, if it were winter this would be fine but it was 90 degrees out and we couldn't open all the windows! I paid to stay at a home where the couch is falling apart, giant burn holes in the living room carpet and the cobwebs were spectacular! The listing is 100% misleading and I have never been more upset at the amount of money spent to stay at a home that was nothing like the photos. The rental company did not properly clean this home, we found a fake eyelash stuck to the floor, I thought it was a bug, and dirty Q-tips all around! They gave us watered-down soap and dirty floors that we had to clean ourselves. We left the place cleaner than we got. FOLLOW UP: I did reach out to Big Bear Vacation Rentals about these issues and Kyle was very understanding. He did look into the issues we reported, and I appreciated the customer service he provided and was offered a partial refund for the troubles we experienced. This was unexpected and a pleasant surprise, due to the customer service provided by Kyle I would potentially rent from this company again!! Follow-up goes along way and can make all the difference in retaining customers!! read more

See all

I do not trust this establishment. I left my expensive dyson hairdryer worth $500 in the restroom cabinet and forgot to pack it with me. I called 1.5 days later after I realized and they said housekeeping hasn't cleaned the cabin. I asked if I could go back in person that day to get the item but they said I was not allowed. I called almost everyday to follow up that week until 5 days later they said housekeeping didn't find the item which is very suspicious! Someone from the office would not even help to look for it for their customer and left it up to housecleaning. They did not even give me the option to drive back and retrieve it. The item was never moved from the cabinet. This item was clearly stolen and their customer service did not even try to help read more

Great location! Spacious place! Very helpful and responsive host! Will definitely be back!

When I checked in I asked for late check-out they told me that I have to call on the day of the check out between 8-10 am..I did call starting at 8 am..no one answered until 9:30 and the lady who answered gave a rude attitude. She told me no we can't give you a late checkout you have to leave the house at 10am otherwise you will get fined. I told her can you give me until 11 at least she told me no you have to leave at 10.. Another thing I paid $6000 for 2 nights and the house was not what I expected...smelled terrible and dusty hair all over showers, clogged showers and underwear was hanging on the shower glass from previous guests and mattress and pillows had stains and had hair and dust. Don't recommend read more

Terrible experience with a recent cabin rental, not even worthy of one star. Paid an exorbitant amount for a cabin and was met with appliances, amenities and even showers that did not work. We had to call them to send a maintenance guy twice who was unable to resolve our problems and simply said "I can't do anything about this. Good luck!" and left us. We were miserable for the entirety of our trip and even suffered great injuries! Furniture was broken upon arrival that could not be fixed that resulted in 3 guests becoming badly hurt! Blood, bruises and tremendous pain! We had to go to the urgent care. At the end of the trip, Big Bear Vacations told us that they can't do anything for us and left us as is! Update: 5 days after the business owner made a reply to contact me regarding the situation stated the review no attempts have been made to contact me in anyway. Trust me, avoid all cabins operated by Big Bear Vacations as their customer service truly does suck. read more

Big Bear Vacations - Vacation Rentals Near Me - Big Bear Lake, California

***UPDATE*** I called and left a message for Kimberly H., business owner (below) and never heard back. This company is the worst. I worked in the travel industry most of my life and have, thankfully, never dealt with such an awful company. We checked into our cabin and it was disgustingly dirty. There were mushrooms growing on the wall, pieces of dog food on the floor, an oven so dirty it filled the cabin with smoke when we turned it on, dirty dishes and utensils in the cupboards and drawers, used soap, dental floss and hair in the shower, what looked like blood on the washcloth...etc. Every surface was grimy. We tried to resolve this with Big Bear Vacations via phone, email and in person with no luck. We had to purchase fungicide, plastic sheeting and painters tape to temporarily address the mushrooms growing out of the wall. We had to purchase cleaning supplies and had to spend our precious family time cleaning. It was so bad that we ended up leaving before our scheduled departure date. This was our first vacation in two years and we had hoped to have a relaxing family vacation. It was bad enough that the cabin was in such awful condition. But to try to deal with a company that does not address the situation is unacceptable. read more

See all

Had horrible check-in delay and ridiculous customer service! When i pay close to $1,000 for 2 nights i expect good customer service at least. The checkin was smooth and easy but when you call to get the access info and are told there will be a 1-130hr delay due to cleaning crew not cleaning yet, there is now an issue. Also tried to have a manager call me since checkin and i had to call back after checkout to even talk to some. The place i rented was beautiful and worth the stay but the company renting it was worthless. Be aware of your rental, get everyone's name and time you spoke to them and probably keep the text trail. read more

Be aware pls. We rented a nice cabin at a nice location and we were very excited then there were so many issues. First thing, bathroom door locks were all busted. We stayed with in-laws and had little kids who like to bust through doors and we mention this to the management and they didnt even want to bother cuz they never brought it up which meant they knew about the issues. First night temperature dipped down to 20s and heater wasnt working nor hot water so we reached out and they send someone out to fix it arou d 9pm. Ok they tried. The. We were having issues with hot water. It will get very hot and i will turn the shower knob a bit then it will get extremely cold. This happend for 2 days. 2nd day 2 went out for tubing and our kids were dirty and couldnt get hot water so we reached out again. Someone came out few hrs later and plyed with the shower and told us you gotta find the right spot and showed us theres warm water in one of the bathroom. We try washing our daughter and water got extremely hot and we kept turning and truning and we hit a jackpot and found a spot where water got warm and middle of washing my 5 yr old water got extremely hot again... we text the management and they responded. Picture will be up soon. read more

We have been renting for 40 + years from Big Bear Vacations!! They are awesome! Stephanie goes above and beyond to make our stay comfortable! We love all the cabins they have rented us over the years! read more

Big bear vacations is a total rip off. We stayed in one of their locations and immediately had issues. It was during a heat wave and the ceiling fan in the living room didn't work. No one ever came to fix it after I sent a text amd called and spoke with a live person. This is my review of the property along with pictures. Pros: location and fenced yard Cons: -the carpet and living room chairs are GROSS -you can't turn off lights outside by the doors, so if you want it dark, unscrew the bulb -bedroom one: you can't turn off the light without turning off the fan (not that I could find anyway) so again, unscrew the bulbs. The shower in this bathroom is disgusting. It smells of mildew, and it's growing things. The shower head could stand to be replaced. Get ready to be in there for a awhile trying to rinse off -bedroom 2: bed is old. It dips so that's fun. There's cracks in the shower tiles so you know that got things growing -bedroom 3: Bunk beds were uncomfortable -kitchen: not fully equipped as advertised. It doesn't even have oven mitts. Hardly any glasses, has one pan. There's also a hole in the floor from what I can only assume is water damage. It's right in front of the sink and it's covered with linoleum. I wonder what's growing under there?! - backyard: growing cow tails and thorny stickers to get stuck in your dogs fur - hot tub had sand in it. -pool sticks were broken at the tips. Gets some $20 sticks from Walmart. Is that so hard?? -livingroom fan didn't work. I sent a text to the number I was told to text during front desk hours.... Never heard back. Within 90 mins of checkin, I had called about the fan and I was told someone would be out. They never came. It was during a heat wave and I had my elderly, disabled, home bound father sitting in this hot room for days. -there's at least a 1" gap at the bottom of the front door. I don't know how you keep heat in during winter and creatures out -oh and there was trash under the bed in bedroom 1 Big bear vacations, you should actually use that high cleaning fee to CLEAN. For what we paid, there needs to be money put back into this home. It was disgusting. Everyone in my family had sinus problems in this house and only one of the six of us has allergies. This house would be fantastic if they were actually caring for it, unfortunately they do the bare minimum for everything read more

See all

Very helpful staff . Responded quick to any questions I had via text. Would definately book again through them.

Finally got in touch with a real life person. A manager. Told him the whole sad story of things that were not working among other things mentioned. He offered me a small refund. I was grateful for this and he did apologize for the condition of the cabin we rented. Told us to return sometime later and give them another chance to make things right. Felt good talking to him. Maybe in the future we will try a house rental. Maybe a better option. As long as its clean and well maintained that's good enough for us. I also did this so the next people that rent this cabin will hopefully have a clean and maintained place to stay. read more

Great, attentive staff! Loved both rentals from them. Well definitely be renting through them again

This is our first time renting a cabin in Big Bear, it was really good experience, the staff was very friendly and helpful, I will definitely be back thank you. read more

Had a great experience with Big Bear Vacations! Everything was as advertised! The cabin we rented was cozy. My family and I felt at home. Even our fur babies felt cozy. Thank you for an amazing experience! read more

House that we stayed at had the ight by the BBQ wasn't working, ice tray didn't work, Jacuzzi kept having problems and smelled like it had mold. Furthermore, the listing had language that was not very obvious about billiards room and extra bed room not being accessible from inside the house was not appreciated because we couldn't access it without "leaving" the house. read more

Big Bear Vacation staff are first class and extremely accommodating. My rental was also first class, reasonable and much nicer that I expected. Thank you so much. Rick read more

We stayed at A Main Escape #380 cabin. Overall we had a good stay. The cabin is roomy, with nice appointments. Lots of wood. Very clean. There is one bedroom on the main floor, and a spacious loft with a half bath. All appliances you would need, with some supplies provided (hotel amenities). Quiet neighborhood. Check-in is at 4pm, check-out at 10am. Here are the reasons this isn't a 5 star review: 1. We are not newbies to fireplaces, but we followed the provided instructions to the letter. While most of the smoke went up the chimney, enough came into the cabin that we had to scuttle the fire and open doors and windows. Couldn't use the fireplace again. 2. Heating is primarily in the living room via forced air wall heater (it got cold up here). Portable heaters were available in the bedroom closet. 3. The couch had minimal seat support. While comfortable, we sank into it. These things do not deter us from recommending A Main Escape as well as Big Bear Vacations. Reservation, check-in and check-out were easy. read more

I should've used yelp prior to renting a cabin from here. The pictures are outdated just like the furniture. My guest and I rented the TrailBlazer 4bedroom cabin, for up to 10 guests. $1315. My host was responsive prior to arriving at the cabin (once I booked the room days prior), but once we got there I heard NOTHING from him. I reached out because I had concerns and I got no replies via text, phone or thru airbnb. The house was dirty, dishes crusted with food, broken stool, broken bedroom door, charcoal left in the grill, trash left in the trash bin, bottle cans in the garage just to name a few. The host was completely unresponsive, very unprofessional. I called Big bear vacation rentals to inform them that the host wasnt replying and it didnt seem to bother them, I didnt even get an "I'm sorry about that." Anyone who has ever worked in customer service knows you must apologize for something you havent done, you must apologize on whoever made that mistake. After all you are all part of the same company. I wanted this weekend to be perfect for my husbands birthday and we ended up cleaning this house for the cleaners and still paid the 298$ cleaning fee! Did I forget to mention the rats? If you plan on staying here be sure to bring extra mattress unless you want your guest to wake up with back issues. Bring your own pots and pans so you dont have to wash things more than twice. If I recall correctly, vacations are supposed to be relaxing, not remind of the everyday chores I do at home. This old place is not worth the 1315$. I should've taken more pictures. read more

See all

I love the atmosphere at Shore Acres lodge. The BBV staff are always so helpful and accommodating. Never leave disappointed. Thanks for always helping make our #tailgatesandtacos some fond memories to look back on! read more

Had a wonderful experience with the team at Big Bear Vacations! We have booked several cabins with them! Definitely will work with them in the future! read more

Best company to book with!! Easiest booking , Best cabin , best customer service! Shout out to Nikki foe helping us navigate through the whole trip since it was our first time bringing our boat! read more

This is a very terrible place for family vacation due to the safety and quality of health care. The log cabin was extremely dirty, unsecure and wasn't as is in the describes "lake viewing " We will never come back to rent those log cabin with this service call Big Bear Vacations again. If you got a second thought for your family vacation please looking for the better way to enjoy with your kids but not this log cabin. Thanks for your time. read more

See all

I hate Big Bear Vacations! Destiny smells like bacon and her daddy docks on the rocks if you know what I mean! If I could give 500 stars I would! read more

Big Bear Vacations - I love Costco! - Vacation Rentals Near Me - Big Bear Lake, California

Stayed at Lazy Moose Cabin on May 29th and it was horrible! Rat droppings in every one of the 3 bedrooms that there was. Please see my pictures below so you don't EVER stay here! read more

See all

We took a weekend to stay at Grandpa's axe. Upon arriving to our cabin, we were checking our master bedroom bed and found a blood stain a bit larger than the size of a quarter on our mattress. This was a huge disappointment giving it was on the larger bed. We called the front desk and they werent sure what to do. We later found out the smoke alarm in the bedroom and the balcony were low on batteries and kept beeping all weekend. The hot tub was out of control as well and would just shoot water out of the jets at a crazy speed! The most disappointing part was that ive called numerous times to talk to a manager and i always get assured they are calling me back and never have. Horrible customer service!! I want to be compensated for my lost time and also for the disappointing conditions the cabin was in. Nobody wants to sleep on a bloody mattress and even less know how it ended up there. I went the 2nd week of November 2021 and have yet to hear back! read more

Big Bear Vacations - Blood stain on queen mattress - Vacation Rentals Near Me - Big Bear Lake, California

See all

Vacationers beware: We booked the cabin "Eagle's Cottage" (791 Pine Knot Ave.) specifically because of the king sized bed listed (we have a one year old that bedshares). When we arrive we realize that: A. The largest bed in the cabin is a full size. B. The people who stayed here before us were terrible cleaners and there's food stuck to the dishes and utensils. (It's required to do your own dishes or be charged if their cleaner does it.) C. The cabin has not been cleaned in quite some time because there's dust and dirt everywhere. D. The carpets are so dirty that our baby's pink socks are brown from crawling around. When we called to find out what could be done about this, we're told they will call us back and they never did. I knew there wouldn't be a place they could transfer us to and it would've been nice for them to call back and let us know. Needless to say we won't be using their cabins for our next stay. read more

AVOID THIS COMPANY AT ALL COSTS The cabin we rented had a broken water heater. We stayed for 8 nights, and we only had hot water the first 2 days. I left repeated messages with the office and NEVER received a call back. We left a day early because we couldn't take a shower and no one came to help us. There are several other better companies to rent a cabin from in Big Bear. You shouldn't have an issue finding a better property management to rent from or to have manage your rental. But if you like overpaying for subpar service, rent from Big Bear Vacations. Update: after filling out an email survey I received from Big Bear Vacations detailing our issue, I received a call from someone at their office. Instead of helping me, he accused me of lying, stating they had no record of my phone calls. Ridiculous. Please do yourself a favor and avoid this company. I'm not the only one that has had similar issues. read more

This was my second bad experience with big bear vacations and only gave them a second chance because we used a coupon for the 3rd night free but from now on will spend the extra money to use either Airbnb or destinationbigbear.com To start we checked in and the kitchen counter was full of water. I did not notice so placed my bag on the counter which was then drenched. Next we walked through the house and noticed several pieces of furniture that looked as though they were NEVER dusted. I understand dust builds quickly but this was thick layers of dust as if it had been months without dusting. The picture attached is of a TV stand that looks as though there was a tv there and they moved the tv and never replaced it but leaving the thick layer of dust behind. The carpet had SEVERAL stains and looked like it had not been replaced since the house was built. There was a high chair near the dining room table which at first I was excited to use but when I got closer I noticed how dirty it was and it was full of crumbs as if it was never wiped. The couches were a cream leather that also had dirt in the creases. The bathroom shower was still wet and the water was on the floor and looked as though the housekeeper did a sloppy job cleaning up. I texted big bear vacations to ask what their policy was for requesting a different cabin due to being unsatisfied with the cleanliness. They responded asking why I was not satisfied and that they could send housekeeping back. I sent them pictures and then did not hear back from them til the next morning. Since they did not respond I did not want to waste my vacation waiting for a response or arguing so I was proactive and went to buy cleaning supplies. I re-cleaned the entire house. My sister in law after the trip also let me know she found a booger on wall and stains on her sheets in her room which caused her to sleep on top of a beach towel she brought (this I was not aware of until later) I called big bear vacations when we returned home to ask for a discount/refund for the cleaning fee or at least for the cleaning supplies we bought and the manager Louie was condescending and told me there was nothing he could do since I only had 2 pictures. I'm sorry I did not want to spend my vacation taking pictures of your vacation home. We spent most of our time outside of the house on the boat and eating out. There was also a leak in the kitchen which they did send a repairman out to fix. I asked to speak to another manager and Louie refused since my husbands name was on the reservation. I also find it racist that he called my husband Jose when his name is Jesus. Overall, I will not be using this company again and if I were you, I wouldn't either. read more

See all

Horrible. Countless disgusting carpet stains and more.... We had to spend the first couple of hours of our stay cleaning the cabin... Kitchen counters and others were stained and gross... We told them and provided photos... they said they would let us know about any compensation.. We have called them countless times and they have not returned our call... Shameful operation... Called again today and was put on hold for 10 minutes... promised a call back and once again have not received... These people are not worth you time. Shop elsewhere.... read more

We we're tired and late both checking in and out. The front desk was polite, accommodating and prompt. Our call was dropped and she called us back right away. Very clean cabin, bring your own dishwashing, dishwasher and laundry soap. Huge back yard, close to everything you need. Parking by front door, huge fireplace. Highly recommended, and we'll definitely go back. read more

As you can see, even their Yelp response receives no true effort and was likely left by a bot. I made it very clear that my horrible experience with them was through trying to use them as a property manager but they respond as though I was a guest. They literally have no care in the service they provide and I urge everyone to stay away. Plenty of better options out there. read more

Do not book from this company. Very much a bait and switch. Property's not as advertised. It won't be clean. It also won't have the basic necessities like let's say, more than one sheet on the bed. Remember, this is a cabin, in the mountains, in the winter. Thank God the electricity stayed on. Make sure you get there before the office is closed or they'll give you another fee. Watch out for the toilets, they overflow. They won't own up to anything that was not right. And their solution is to give you a discount the next time you want to take a gamble with them. Worst Big Bear experience ever. Just stay away from Big Bear Vacations. read more

Well, Kimberly. Unacceptable behavior of the owners. We were well within city codes. And enjoying the hot tub included covering cameras. read more

First time staying with big bear vacations, we had a great experience. The cabin is nice and clean, it's nearby snow play, groceries and the village...only down side that you have to clean your own trash( that's why I took off one star) other than that everything was great. Our family enjoyed it and we had a great time. read more

See all

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: 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! read more

See all