We stayed in a cozy cabin close to the lake and loved the mountain feel. The staff was very pleasant and helpful. The free wireless internet let me leave work early so I could spend more time in Big Bear.
Buyer beware!! We stayed at one of their properties and were horrified when we got there. The first thing that went wrong was that the hot tub was broken! Had this not been an amenity that we specifically needed to have for our stay we would have not complained. However, not only was nothing done to ammend this, but we were then kindly kicked out and told to be out of the establishment before check out time the next morning.
Upon arrival, the cabin in which we stayed was filthy. It was also unusually cold, as the heater was not sufficient to warming the cabin, and the jacuzzi was 54 degrees. We requested rectification of the situation. We were told that we had to stay because the system in which we reserved our room didn't make any allowances for refunds. Despite the fact that we had to make a 20 minute drive across town, Lisa the owners wife, allowed us to use the jacuzzi from another one of their properties. This was not the vacation that we invisioned for ourselves.
After numerous empty promises to have the situation rectified by our return from our snowboarding excursion the next day, the owner Randy quickly got fed up with our simple request to have a working jacuzzi which we had paid for, and told us that he would be happy to refund our money for the next night as long as we were out by 10am the next day. We even tried to negotiate a $30-$50 price adjustment per night, the cost difference for a cabin without a jacuzzi. Randy said that only the owners of the cabin could agree to that decision, and said our only option was to leave by 10 am the following day and receive one nights credit. We agreed to these terms even though that meant no snowboarding that day, and one less day of vacationing. Despite these facts, we were still more than respectful of his property, leaving it cleaner that the condition in which we had found it. Randy tried to tell us that the home owner was responsible for making sure that all of the amenities worked, and we later found out that he and his wife Lisa co-owned the property. Upon check out Randy re-assured us that we would receive our credit in three to five days, (however this was the same system which he initially swore was unable to refund our money.)
Nine days later we placed a follow-up phone call to explain that we had not received our credit. We got a voice mail in return stating that no credit would be issued because of the $300 cleaning fee that was incurred due to the condition that they claim we left this two bedroom cabin in.
My wife and I stayed in the Three Pines cabins before, which we found to be clean and cozy. On our last trip we tried their new jacuzzi suites, which were quite nice. But the thing that keeps us coming back is how much they go out of their way to make us comfortable and feel welcome.
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