Big Bear VacationsReviews of bigbearcabins.com

Horrible customer service. Dirty cabin.

We had smoke all aver in the cabin and called 5 times and left messages but no one got back to us and we end up calling the fire department to come over. The next day we spoke to one of representatives and told us manager will call you back to resolve the issue, but no one called us back.

Pipe burst Told I would get a refund now they’re dodging my calls and haven’t spoke to me in over two weeks

I rarely give one star reviews, if any at all, however this experience was truly unacceptable. We traveled all day and arrived at Big Bear Vacations at 3pm and inquired about early check in. While waiting in line, I overheard the party in front of us receive early checkin at no fee. What a relief! Or so I thought. As we stepped up to the counter, we were told the property was under PI status, or inspection, and were told to return at 4pm. I thought to myself, what is an hour going to do if it weren't ready? But I patiently waited and returned at 4pm. When returning at 4pm, the line grew ten fold. I wanted 20 min to get to the front. When at the counter, I was told AGAIN that the property was under inspection. At this time it was 4:20pm. I didnt get the keys till 5pm. And when asking for a comped late check out, was told "what do you mean? you are checking in now". Staying calm, I obliged. After getting to the cabin, we realized the driveway was covered in 2 feet of snow. Now is the time to mention I had a friend who owns a cabin down the street (which is why we picked this cabin location) who gave us a heads up at 1pm that the driveway was blocked. I immediately notified BBV via text, only to receive a response "have you checked in yet?". So, now I message BBV a second time to re-request a plow, followed by immediate phone call. You're also probably wondering how the inspectors got into the house as there were no tracks around the ENTIRE house because of the 2 feet of snow. The time is now 6:30pm. We travelled all day from LAX. The sun is setting. We haven't gotten groceries yet because we needed to get into the cabin. The plow finally comes. He goes up one end of the drive way, clearing enough for one car (out of three spots). Then leaves. We look at each other in disbelief. It's about 40 degrees now and dropping. We are sitting in our cars, driving around with no where to park, scrambling to get situated before sunset. We call BBV rentals another time. They said snow removal was on the renter and said there should be a shovel on the premises. Ridiculous! How can you rent out a property that clearly breaks safety rules! Huge slap in the face and asking for a lawsuit. We end up digging our way up the snowy hill and snow-covered stairs - finally getting into the cabin to find it filthy. Dirty carpets and rugs. The place looks like it was NOT inspected, let alone clean. We are literally in survival mode now. We had gotten one meal on the road and were planning to get groceries and cook dinner. The place was not livable. There wasnt even a trashcan in the kitchen! Fortunately, our friend lived down the road and we were able to stay there. Otherwise we would have frozen to death - i kid you not.