Robinhood Resort — Hotel in Big Bear Lake

My husband and I just stayed here, and this was truly an experience that I won’t forget... I’m actually wondering how TripAdvisor rates this place so high... it has to be that it is completely rigged or there’s a whole other part of this “hotel” (let’s be honest, it’s a true motel, not a hotel, not a resort haha) that I was not a part of. |To cut to the chase, the comforter and pillows were a disgusting “poo” brown color, and they were DEFINITELY not washed - smelled very grossly of other people greasy heads. Plus hair on the blanket. Come on, it’s during COVID, can’t these be washed? Thank goodness I brought my own sheets and pillows. The whole room was gross btw - I also brought Lysol wipes which turned black from wiping. My husband doesn’t care about cleanliness in particular, but even he kept joking about the scary green dungeon shower stall... at night, it’s completely dark there and it was dirty and gross! How come there are no photos of this shower online?? Well, I’ll post one that I took in the morning, with ample daylight, but keep in mind that at night, there is no light in there lol. |So all that aside, the night was SO TERRIBLE that it became absolutely comedic! The bed was so crappy that it juggled like jello with every movement. At 2:30am a car alarm went off and it sounded like it was INSIDE out room (so that’s what the other reviewers meant by paper thin walls??). Throughout the night, I heard the yelling of a kid, car and truck alarms BEEP BEEP BEEP BEEP BEEP, motorcycles, people, and more trucks... all practically inside my room. There was absolutely no sleeping. At 3:30am a truck was beeping so loud I started silently laughing, but the jello bed was so unforgiving, it felt like an earthquake in bed (sorry husband). I genuinely considered sleeping in the car instead. I would’ve been mad, but it was so ridiculous that I felt like I was on a TV show or something... Schitt’s Creek is way nicer than this. |Thank goodness it was just for one night. |The man at the front desk was nice man though... my advice to them, it really doesn’t cost much to refresh the yellowed sheets and horrifying bedding...but that shower needs to go. Why did we get stuck with such...

Oh boy. Our adventure started here because we needed somewhere close to the village for meets with realtors. Right off the bat, the online service I reserved with advertised the wrong pictures for the plan I paid for. We arrived at a motel-6-esque room and were immediately disappointed. After some questions at the desk, I paid 60$ for the upgraded room. Our total was at 220$ for two nights. We moved rooms and were met happily with a fireplace and in-room spa. After trying the fireplace we just couldn’t get it, and called for help from the desk. The second time we bugged them. They said it was gas operated and needs a lighter to start. The desk man who’s name I can’t remember came in and we looked at the fireplace, moving panels trying to light it when the smell of gas filled the room (the room already had a gas odor when we entered.) worse than before. He promptly moved our rooms again. Everything seemed good. We turned our heater on and went out for dinner. Upon returning, the room was still pretty cold and we realized the fixed tv stationed in front of the heater was blocking it from heating good. The tv was very warm, though. We shrugged it off and said a spa will fix the problem. We fired up the tub to find out we had no hot water in the tub, or shower, but oddly enough the kitchen area sink was fine with hot water. Not wanting to bug the desk man again, we spent about an hour trying to fill the spa with hot water from the sink using the ice bucket, but gave up and took cold showers. After being cold for a bit I said forget this, and told the desk man. We were once again moved and finally! The perfect room! Kinda. The fireplace operated based off the thermostat level so no pretty fire but it was fine. We wanted sleep. Overall after one more talk with a manager all ended well for the most part. Would...

Highly recommend avoiding. The absolute worst, rudest, and most unprofessional front desk receptionist we've ever encountered (Todd is what he said his name was and this interaction was the night of 12/28/21). We booked a pet friendly room which the website stated they have some pet friendly rooms and just needed to request upon booking, which we did (the hotel even has a sign that states this at the front desk). The front desk person insulted us stating that we were bad pet parents for bringing our dog up on a trip with us, that he knew our psychology, tried telling us that anyone bringing a dog to the hotel needed to put a muzzle on it, and that it wasn't a pet friendly hotel.

I highly recommend giving this employee many hours of training on proper hospitality, customer interaction, and general professionalism; if this doesn't work or isn't an option find him another position that doesn't interface with customers at all. There are other reviews that mention rude customer service as well.

It's a pitty, I would have given a 3-4 Star review if we didn't have such a rude check in/front desk staff with this guy. The rooms smelled pretty heavily of smoke, otherwise one of the rooms we had upstairs was pretty nice but the downstairs room we had was one step above a motel 6 (I'm guessing this was their pet friendly room). The beds are comfy but a bit firm, very nice soft pillows and blankets. The fridge, microwave, and tv were all good. The walls are very thin, you can hear your neighbors talking and anytime the neighbors run water it's a bit loud.

We called a few nights prior asking if there was any availability for early check in and the person in the phone was condescendingly rude and laughed at us for asking during the winter season instead of just being polite and saying there wasn't...