Ratings based on 995 Verified Reviews
3.7 Room cleanliness
4.0 Service & staff
3.6 Room comfort
3.4 Hotel condition
Expedia Verified Reviews
by A verified traveler
Posted 15 Dec 2024
by A verified traveler from Colton
Posted 13 Dec 2024
I like the fact you can open sliding door to sit at balcony to see lake. Unfortunately, the room was pretty dirty for example, found coffee grinds in sink, tub was very dirty, nylon sock found between bed and chest. Also, the bed springs felt like they were coming through the bed and pillows were so uncomfortable . In addition, you have the smallest TV for the area and you can't even adjust the volume from the Roku device. You have to literally go to TV to adjust the volume. sink
Comment from Hotel Management
13 Dec 2024 by Louie C. , Hotel Management
We take cleanliness and comfort very seriously, and we regret that your room did not meet your expectations. Our team would have been more than happy to address the issues you mentioned immediately had we been informed during your stay. We understand that you chose not to report these concerns at the time as you preferred to avoid leaving your room.Additionally, we inspected the room thoroughly both prior to your check-in and after your departure but could not confirm the specific issues you described. We appreciate your understanding as we work to ensure every guest has a pleasant experience.Regarding the upgrade, our team accommodated your request and worked to make your stay as comfortable as possible. While we regret any discomfort you experienced, we did offer you a 10% discount for your next visit, which we’re glad you accepted.Your feedback helps us improve, and we hope to have the opportunity to provide you with a much better experience in the future. Please don’t hesitate to reach out to us directly if there’s anything we can do to assist you further.
by A verified traveler
Posted 3 Dec 2024
Great time!
Comment from Hotel Management
7 Dec 2024 by Louie C. , Hotel Management
Thank you so much for your kind words! We're thrilled to hear you had a great time. It was a pleasure having you, and we hope to welcome you back soon!
by A verified traveler
Posted 1 Dec 2024
The place is great with the view but we were not fully comfortable during our stay. The heaters weren’t working well, it was too cold at night — they started working around 7-8am when we were awake and ready to leave. Also, face towel in the bathroom was dirty. Upon showering, heater goes on too hot and then suddenly too cold without adjusting anything. Also found some white spots and stains near the kitchen sink area..
The staff were really nice and entertaining though, I wish the place was just cleaner and comfortable.
Comment from Hotel Management
4 Dec 2024 by Louie , Hotel Management
Thank you for sharing your feedback. We're happy to hear that you enjoyed the view and found our staff to be friendly and entertaining. However, we sincerely apologize that you were not fully comfortable during your stay.Regarding the heater, we had the room inspected both before and after your arrival and did not find any issues with its functionality. That being said, we understand how disruptive it must have been, and we will continue to monitor the heating system to ensure it works properly for future guests.We also apologize for the cleanliness issues you mentioned, including the dirty face towel and stains near the kitchen sink. We take these concerns seriously, and we wish you had informed our staff during your stay so we could have addressed them immediately and ensured your comfort.Thank you again for your comments, and we hope to have the opportunity to provide a more comfortable and enjoyable experience on your next visit.
by A verified traveler from Las Vegas
Posted 23 Nov 2024
Comment from Hotel Management
23 Nov 2024 by Louie C. , Hotel Management
Thank you so much for your positive rating and for choosing Big Bear Lakefront Lodge for your stay! We’re delighted to hear that you enjoyed your time with us. Your feedback means a lot to our team, and we’re glad we could help make your visit memorable. We can’t wait to welcome you back for another relaxing getaway at the lake!
by A verified traveler
Posted 3 Nov 2024
Comment from Hotel Management
13 Nov 2024 by Louie C. , Hotel Management
Thank you for your review and for giving us 4 stars! We’re glad to hear you had a great stay. We always aim to provide the best experience possible, and your feedback is important to us. If there’s anything specific we can do to earn that fifth star on your next visit, please let us know. We’d love to welcome you back soon!
by A verified traveler
Posted 29 Oct 2024
It was ok!
Comment from Hotel Management
13 Nov 2024 by Louie C. , Hotel Management
Thank you for sharing your feedback! We’re glad to hear that your stay was "ok," but we always strive to provide an excellent experience for our guests. If there’s anything specific that could have made your stay better, we’d love to hear your thoughts so we can continue to improve. We hope to have the opportunity to welcome you back for an even better experience next time!
by A verified traveler
Posted 28 Oct 2024
The hotel rooms are very clean end the staff very nice and friendly.
Comment from Hotel Management
13 Nov 2024 by Louie C. , Hotel Management
Thank you so much for your kind review! We’re thrilled to hear that you found our rooms clean and our staff friendly. Providing a welcoming and comfortable experience for our guests is our top priority, and it’s great to know we succeeded during your stay.We truly appreciate your feedback and hope to welcome you back soon! Thank you again for choosing to stay with us.
by A verified traveler
Posted 23 Oct 2024
Comment from Hotel Management
23 Oct 2024 by Louie , Hotel Management
Thank you for sharing your feedback regarding your recent stay with us. We sincerely apologize for the inconveniences you experienced. Your comfort and satisfaction are our top priorities, and we’re truly sorry we fell short this time.We value your comments and will use them to improve our services.
by A verified traveler
Posted 20 Oct 2024
Would not stay here. The people do not communicate with you when amenities are not available and refuse to give you a refund. Give you attitude that you are unhappy with what little service they are willing to give. Especially the office staff.
Comment from Hotel Management
23 Oct 2024 by Louie , Hotel Management
Thank you for taking the time to share your feedback. I’m truly sorry to hear about your experience and the lack of communication you encountered regarding the amenities. This is certainly not the standard we strive to uphold.We appreciate your concerns about our office staff and will address this internally to ensure better service in the future. Please know that your satisfaction is important to us, and we would welcome the opportunity to discuss this matter further. Feel free to call us at your convenience.Thank you again for your feedback, and we hope to resolve this for you.
