Excited today on my first trip to Big Bear, and was recommended by a few Oakside as the best restaurant. It was fairly busy so the hostess suggested we sit upstairs at the bar. We decided to go outside since there was plenty of space. The small ledge (1-2 max inches) for food and drinks did seem ominous (I've worked many second floor patios before and know the rules) but I tried to be as careful as I could. The carvings coming down from the wood planks left lots of open space directly to the patio below. As I was getting out my card to pay my phone accidentally fell out of my purse, which then due to the minimal upper balcony setup fell to the patio directly arranged below and hit a woman in the head. I immediately felt ABSOLUTELY HORRIBLE and was EXTREMELY CONCERNED by this freak accident. I ran inside STRAIGHT away to ask the bartender and servers for help. They(the women working upstairs) said they could not help or leave their positions and seemed like deer in headlights, no help or care at all. After a few minutes! A male manager came out. Who still directed me to stay upstairs and wait!! Ignoring me despite the chaos and injury below, warning him I was about to have a panic attack and needed to check on the woman, while he went into the office and arranged paperwork continuously rather than assisting the actually immediately important situation at hand. It was my mistake to try to get staff involved and should've gone down to the woman immediately!!! Once finally "allowed" by staff to go downstairs, I attempted to check on the woman and apologize profusely- way too late after being held upstairs by staff- but was not allowed on the patio by the manager. Directly physically blocked as if bro chest-ing. The (same) manager kept me away while "processing"- to let patrons at other tables verbally harass me due to the misunderstanding. Women (especially an older and larger blonde woman who apparently is also a regular) continuously screaminggg without understanding due to the manager keeping me back. I suggested calling the police at this point to have an official report on file. While I continued to not be allowed on the patio and wait. The police never showed up. I'm not sure if the manager faked his phone call in front of me or what that deal could possibly be. I have never had anything like this happen before, and clearly feel horrible and wanted to apologize. I hope this business finds a new manager; I've worked in the service industry for over 10 years and he clearly had no idea what he was doing as a manager In an actual time of need. I pray the patron is ok. Who knows what the manager will say to the police. Or who they even called. But I hope they patch up the second floor patio to be safer, perhaps higher than a one inch ledge, and not arranging seating directly below in the danger zone. Or they certainly need to become more expectant and prepared for freak accidents. Have never felt so horrible in my life leaving a restaurant. *** in addition/edit. I notice if you filter for the reviews over the last month or so they are all very low. Ads up with my review of management