******update review 03/20/16****** We received a response back from Nickie. She indicated that there must have been a misunderstanding with hotels.com and according to their records never communicated with them. I am still not happy with the drama and the lack of communication between both companies, due to the extra bill and honestly the BS excuse to justify charging our card. I still stand by the fact that my family had an amazing time,! The grounds, for us, had been magical and both of my bulldogs could not stop playing in the snow. *****original review***** I thought I had left a review for my stay and looked through yelp to update it. Evidently I never did, so. Here it is. I booked a cabin for thanksgiving 2015 (through hotels.com). We showed up early on Thursday the 26th and where so happy that they let us check in early. In full disclosure we showed up at 10am and our check-in was not until 2pm. I was freaking out since the place seemed abandoned. My husband kept telling me to relax, its early. It was such an amazing experience and truly was perfect. It was snowing , the place was empty except for 2 other families. We arrived with our 2 bulldogs who we walked around EVERYWHERE!!!!! See pictures Fast forward to Dec 9th. I receive an email from Nickie telling me that she is going to charge my credit card an extra 156 for pretty much destroying the room and the icing on the cake is when she states "we don't allow dogs" Really ?? It wasnt an issue to have dogs when i booked theough hotela.com and i always make sure that the place is pet friendly. It wasnt an issue when nickie finally greeted me and checked me and my famliy in. One of my bulldogs was with with me when i filled out the papetwork. It wasnt an issue when the maitence guy showed us to our cottage and helped walk one of the dogs in. BUT IT WAS AN ISSUE ONCE WE CHECKED OUT and she took the liberty to charge my credit card and send me an email telling me btw..... Really ??? She charged me more than it cost to book the room! This was definitely surreal. Add injury to insult they had the audacity to inform hotels.com that I cancelled. So I was still charged for a late cancelation and have now opened a case with hotels.com since I want to receive my credit that was removed when "SOMEONE" from this place told them that I had cancelled directly with them. I can't start to describe how frustrated and upset I am. Shame on this place for lying & over charging me. My 1 night stay turned into a $400 ordeal. I would suggest booking elsewhere!! My biggest disappointment is that I always travel with my dogs and I have NEVER, EVER been so insulted as I was with this email. I didn't contest it. The only reason I wanted to update my reviews was after finding out that they lied and stated we cancelled. When you only have 2 families on the premises it can't be that hard to keep track of them or, notice when one of them has dogs. I won't deny how beautiful this place is. It was the overall experience that has soured. Here is my proof that Nickie charged me for a stay that we supposedly never made. From "Nickie Scott" nickie.ranchlive.com Date Dec 9, 2015 1:36 PM Subject: Cottage 16 To Cc Good afternoon, Thank you again for choosing to stay at Arrowhead Ranch. Upon inspection of Cottage #16 after your stay, damages were found. Evidence of a dog was found because our bedspread was used as a dog bed on the floor (MUCH dog hair was left behind and we do not allow pets). Red wine was spilled on the walls and a bath towel, wash cloth, bath mat, curtain panel, and throw rug. Some items were unsalvageable due to fire and soot damage and/or wine stains. Also, something was burned on the fireplace shovel and could not be scraped off and saved. Please find the breakdown of our fees below to clean and/or replace the items that you damaged during your stay. Our staff spent over 2 hours cleaning this cottage that commonly takes 45 minutes to clean. As a result, we were forced to charge your card with the following breakdown of fees/damages. Cleaning Fee $60.00 Shovel $20.00 Rug $20.00 3 Towels $36.00 Bathmat $12.00 Wash Cloth $8.00 Total Charges: $156.00 Sincerely, Nickie Scott Guest Services Manager Arrowhead Ranch P.O. Box 123 Lake Arrowhead, CA 92352 (909) 337-7265 nickie.ranchlive.com read more