Home2 Suites by Hilton Big Bear Lake — Hotel in Big Bear Lake

I am a kind, patient and honest person that praises God every Sunday and owns her own animal rescue, But when I tell you, Cynthia(new general manager) shut down every godly cell in my body when I spoke to her, it was so rude and unnecessary simply And by far the most disappointing experience of my life.

May I mention I have never written a bad review.. I believe that not every bad experience Deserves a bad review I have done nothing but write good reviews, and I believe if I have nothing nice to say, I will not say anything at all, but I need to express my deep concern about this hotel.

I was previously warned about Cynthia the manager …People have told me that she is a liar, a manipulator and Is very rude and other things that I am not going to express on here. (However, I will be expressing my feelings on my very detailed letter that I will be sending to corporate)

The actions of Cynthia were very calculated and flabbergasting to say the least.

This is single-handedly The worst experience I have ever been through at a hotel. Although rude at first Christy( new receptionist), apologize later and try to make things right with me(she told me she usually does not treat people the way she treated me. It was just that she is scared of losing her job because she had only been working there for five months.)even offering me to go use the pool Telling me that I was still allowed to use their amenities because we had fixed things over the phone … But Cynthia, the manager told Christy to call me back and tell me that I am not allowed to use their pool anymore… All because the previous manager who had just gotten fired literally three days prior allowed me to bring my mother-in-law and signed off on it in our contract me being unaware that she had gotten fired brought my mother-in-law, and that is where everything started. I was told I was not allowed to bring up Denise’s name( Previous manager that they fired for no reason) And told me they were going to cancel my contract with me that I had just paid. When I asked Christy, if I could speak to Cynthia in person, she told me that Cynthia is very rarely at work because she is busy with other stuff and she told me that she was sick that week and so she wouldn’t be coming in all week. Cynthia continues to gaslight this situation and make it seem like I was the one being rude when I I wasn’t being rude at all. I was just very confused about the entire situation. How was I supposed to know That they had changed managers and policies were different one day from the next.

The lovely part about this hotel is that they have cameras in the lobby, at least two or three of what I saw but yet no one wants to pull up the camera footage to prove anything here… I think that’s something to think about

I will not be returning ever again and I hope and pray that Everyone gets a chance to view this review… Absolutely make your own decisions and form your own judgment. Just know you’ve been warned Just like I was.

And for The manager Cynthia, I hope you have the day...

Home2 Suites by Hilton Big Bear Lake

Home2 Suites is located off Big Bear Blvd and Summit Blvd. The building entrance and the parking lot are located off Park Ave which is off Summit Blvd, which is north of Big Bear Blvd.

The hotel is fairly new, opening up early 2024. Home2 Suites and Hampton Inn are housed in the same building, however each occupy opposite wings of the building, but share the common areas.

The rooms are really nice a good sized with plenty of room to walk around and not feel crammed. Alright, this can be a make or break for some, the bathroom is LOCKABLE! I know it sounds odd, but some of the recent hotels I've been to do not have the option to lock the bathroom door. There's real door here, not sliding, non-lockable barn doors.

I did have an issue right away, but was eventually resolved by the front desk. I checked in online and specifically picked a room on the 1st floor, however when I arrived to the hotel around 5pm I was informed my room wasn't available. After going back to the car after about a 20-30 minute and some back and forth discussion with the front desk, I was called and informed a room was ready. Initial from desk person wasn't the kindest, however, the front desk person who called me back made up for it.

One of the really cool amenities they have here, unfortunately during my visit it wasn't up and running yet, is the self pour draft beer system. At the time of my visit they were still waiting on a liquor license. So, that means I'll have to come back later. Just swipe your card and it allows you to pour your beer.

If beer's not your thing, or you just need something to snack on they do have a snack shop with a self checkout kiosk in the lobby as well, with chips, cookies, and other stuff like that.

For breakfast, they have complementary hot breakfast with the usual rotating choices and a pretty cool touch screen Keurig that has coffee, cappuccino, hot chocolate and more.

There's a good amount of seating available within the lobby area as well as seats scattered around the outside patio. They've even about 6 really comfortable recliner type seats in a semi-secluded movie area.

Location, this hotel's got the perfect location if you're going to Snow Valley, it's like a 2 minute drive to the parking lot and about a 15 minute walk but to be honest, I don't think walking would be fun with boarding/skiing gear.

They've got an indoor pool at one wing of the hotel and a small gym with treadmills, bikes, and some free weights on the other end.

Lastly, outside between the wings of the building they've got a patio area with tons of seating. Some seats are around very long fire tables, some around small fire pits, and others spread throughout.

All in all this is a nice hotel that felt very clean and comfortable. I'd...

BEWARE! Franchise under Hilton Hotel Worst Hotel Stay / Rude-Dismissive staff/manager / Disregard Written Policies and ADA requirements, Overcharge Guests

We booked a 2-Queen Room that was unacceptable and we were told they had no rooms to meet our ADA requirements. After waiting over an hour in the lobby with no keys to a room, no manager, and our patient well-behaved Labrador Retrievers, the staff refused to give us a refund, an acceptable room, and told us we could book a room online and pay for two rooms. Rooms were available online and we did not want to pay for two rooms. Our 16-hour stay was charged at $559.74 including up-charges. We are submitting to our credit card, etc.

We were finally given an unacceptable 1-King room by the manager, and were overcharged ($75). We were also overcharged ($100) for our pet fee. Upon calling the hotel the pet fee was $50 2 dogs/1 night, the fee increased at check-in to $75 2 dogs/1 night, and at check-out we were charged $75 per dog - 2 dogs/1 night ($169). My star ratings are in the negative, but I had to add at least one star.

The written policies on the Web site for their specific location is not followed by the hotel. They literally change prices and policies from arrival to check-out time. Despite the manager living at the hotel, she was also never available.

Customer Service called the hotel to get our overcharges corrected before check-out, but there was no manager available. The CSR wanted to assist us with correcting our bill, our unsatisfactory hotel stay, and experience, but the hotel was a FRANCHISE, leaving the hotel to make it right. The hotel manager chose not to make it right. It was extra, extraordinarily, exceptionally ALL WRONG and the worst experience at a one-night, 16-hour hotel stay!

The next day, I spoke with Customer Service to add information about the new up-charge. Unbeknownst to me, I was transferred to the hotel manager. The manager asked for my hotel reservation #, as I was looking for the confirmation, the manager was becoming impatient. I mentioned there is an earthquake ( a decent scary 5.2), her tone and response made me realize she wasn't seeking a resolution for me, she then insulted me by saying, people like me are never happy and hung up on me.

I remained calm, patient, and kind at the hotel, and on the phone. I always recognize, compliment and show appreciation when deserved. This was the worst customer service / hospitality experience ever. I hope this will help others to be cautious, alert, and make decisions like staying...