Big Bear Lakefront Cabins & Best Mountain Vacation Rentals — Local services in Big Bear Lake

Tamara, our host, had JUDY from Big Bear Lakefront Cabin Rentals call me an hour before our check-in time saying she had “no info or payment” for our stay. Said I have screenshots of payments, confirmation codes, Airbnb confirmation emails, etc to show her. She said that it’s just “not showing on their end”. I offered to send over copies of all confirmation emails, codes, payments, etc and she just said “Yeah, it doesn’t work like that”. Asked what I can do & she said I have to call Airbnb to figure out what went wrong on MY end, even though my end was 100% confirmed/paid for. After 1hr & 1/2 of attempted calls & emails to Airbnb, (AND our host) getting through to no one, I called back JUDY at BBCR, asked her what else I can do to figure this out, our check-in time was fast approaching, & we were all exhausted from our trip. She said the same thing as before “we have nothing on our end”/“we aren’t Airbnb, we are BBLCR.” Told me they’re a 3rd party for Airbnb rentals, & couldn’t do anything to help. I said we’re just tired & frustrated because we had 3 people in our group still on hold with Airbnb, & our dogs were tired. She decided to drill me w/ questions about our dogs in what seemed like an attempt to get a ‘gotcha’ moment on me. proceeds to ask stupid questions about being potty-trained, & how there’s a fee for the dogs “we didn’t pay for” *HOW DO YOU KNOW WE DIDN’T PAY FOR THEM IF YOU HAVE NONE OF MY PAYMENT INFO? I explained there were no fees listed on the house rules but we would pay them. She says it’s on BBCR’s website. Mind you, none of this is anywhere on Airbnb about going to a 3rd party website to look at rules. It actually says beware of 3rd party sites! When she told me this was on MY end, I lost my cool. I reiterated I have EVERYTHING sorted & PAID on my end (almost $1,000), w/ confirmation from Airbnb. She said “I think I’ve explained this to you SEVERAL times that THIS IS ON YOUR END, & YOU need to contact Airbnb!!” I told her this is SOLEY a communication issue between Airbnb & BBCR, NOT me. I said I get you aren’t Airbnb, but your cabin rental service is the one having me jump through hoops just to get the cabin I paid for. I was met with the ugliest tone from Judy. At this point I asked for her name, & she spelled it out. “MY NAME IS JUDY, J-U-D-Y.” & hung up. Not sure about J-U-D-Y, but I passed first grade, thanks though. Sad excuse for a customer service. I’ve worked in the service industry my whole life & never once acted like she did to a customer. I didn’t get a single apology, or an “I sympathize with ya” from her. Maybe she was having a bad day, maybe she’s just a b|tch, my guess is both. Called back, she didn’t answer. The people in my group heard everything & were also appalled by this woman’s lack of understanding. Went to BBCR office, & were met with a lady who regurgitated the same BS as Judy.I was shocked when she told me they had been on hold 45 min with Airbnb. Funny because Judy never mentioned they were attempting to help, just kept telling me it was on MY end/MY problem to figure out via Airbnb. Lady at the counter (forgot her name but, glasses) said they can’t just give us a fee cabin, to which I assured her it’s not free if I paid for it, but said I understood that it was not showing up in THEIR end. I asked where Judy was,& conveniently, she had juuust gotten off work. (BTW, what professional Cabin rental service is set up with a Spa store front? No cabin rental signs anywhere, sketchy.) Before leaving I asked for the managers number/name (Claire). Sat in the car on hold w/ Airbnb& FINALLY they answered. The rep said EVERYTHING ON THEIR END WAS FINE, PAID FOR, CONFIRMED, & EVERYTHING SHOULD BE GOOD TO GO. 15 min later, they had gotten ahold of Tamara, & cancelled our stay. Airbnb gave us a full refund & $97 coupon for a new cabin. We found a cute cabin & had a fun stay. Still not sure what exactly went wrong with everything, but it’s between Airbnb, Tamara, & BBCR. I’d never recommend going through Big Bear Lakefront Cabin Rentals, unless you want a...

I supposedly paid for... -WiFi, but got zero connection all weekend -a hot tub in the back yard, that didn't change temperatures at all -cleaning service, even though there were things left all over the kitchen and used trash on the bathroom counters when we arrived (and the dishes IN the cabinets were noticeably dirty), but we were also given strict instruction on leaving the place cleaner than we got it, or else we'd be charged an ADDITIONAL cleaning fee -garage parking, but the garage (among several other areas of this cabin) was locked up and unavailable for our use

Our cabin stay itself was okay, but definitely not worth the price.

Furthermore, after driving several hours to get home, we realized that my fiance had left his watch in the shower (we know this, because we ALL saw exactly where it was while packing up that morning, and had just forgotten to grab it after leaving it to dry out in our mad rush to check out before 11am as instructed). We called immediately to report it, and were told that the manager would be in at 8am the next morning, and would help us out. The guy took our reservation info as well as mailing address for "when they found it", but we never heard back. I gave them two full days before calling back again, and the lady claimed there were no notes of such an incident but that her house cleaners were just there the day before and they didn't report anything as found. I had to request that they investigate and explained that this watch is VERY important to my family (after my husband was KIA in Afghanistan, my son and I struggled for many years to connect with another man until we met my fiance, and that was our gift to him on his first Father's Day with us). The lady sighed as if I was annoying her and said that she'd talk to her housekeepers again and would call me "right back, WHEN nothing turns up"...so another two days later, when I still haven't heard back (almost a full week now), I talk to a different lady who tells me that the housekeepers only just cleaned that cabin the day before (the day after my second call, three days after they claimed it had been cleaned) and that there was no watch, and then she claims that her "staff has found LOTS of iWatches and iPhones and iPads and all sorts of expensive things, and they've returned each and every one of them" and then she goes on to put me down for accusing her staff of taking something that wasn't theirs because we "clearly lost it somewhere else"...

And that's their resolution: don't show any care or respect for the people who are saving up their hard earned money to pay for services that they're not even getting. They didn't even TRY to pretend to care; but I still tried for a whole week, in the clinging hopes that there might be a glimmer of compassion from whoever stole that meaningful memento from our family. My son cried when he found out we'd forgotten to grab it, but I [naively] reassured him that they would send it back just as soon as someone could get it for us. But then all of this...there are no words for our disappointment and heartbreak.

Big bear Lakefront Cabins has proven to be run without conscience. They also ask people to sign their e-guestbook, to share their experience...but, funny thing, I've been blocked from doing so... Gee, I wonder why. I highly recommend not supporting these...

We rented a cabin. It was a beautiful home, very well equipped. Enjoyed our time here. We had to leave suddenly, because of a death in the family. We packed up, and I didn't check all drawers like I usually do. I left 3 pair of expensive snow gloves and two bathing suit bottoms, that I took for the jacuzzi. When I arrived home after unpacking I realized this and called the office. I told her exactly which dresser drawer I left them in. She called me and said that the cleaning person didn't find the items. She told me that she would go up and look herself. She also said it would cost me $50.00 to have my items sent to me. I said that's fine. I didn't hear back from her. I received an email to leave a review. I emailed the lady and told her I wasn't happy about the situation and I explained it to her. I didn't want to leave a negative review without giving them a chance to resolve my issue. She said she would look into it. She contacted me apologizing saying my items were not found, that they use different cleaning companies and they were not sure which person cleaned the cabin. Last month I was back in Big Bear, so my husband and I stopped at the rental office. We spoke with a young girl and told her about our lost items. She said we need to speak with a manager. He came out and looked up our stay looked in lost and found. Didn't find our items. He said after 90 days, if people don't claim them they're thrown out. I said called right away and I was willing to pay the $50.00 to have them mailed to me. He said you did your part. I also told him how the lady told me she didn't know which cleaning company cleaned the cabin. I said I know you know the exact day, which company and they know which employee cleaned that cabin. He told us we have used the same cleaning company for years, I don't know why you were told that. He said next time ask to speak with the manager, which is him. My husband said that there wouldn't be a next time. Manager offered us a discount on our next stay, that he would put it in the notes under our account. Not sure if we will take him up on another stay. It's was just such a frustrating situation, that could have been handled better. The cabin was very nice, great yard, indoor jacuzzi, well equipped fun game roo. With pool table and games. Awesome deck in back yard. Not the homeowners fault. I blame this on property management and cleaning crew. I gave them ample time to resolve this issue before writing a review. For this reason I give them a 3...