Robinhood Resort - The Wishing Well, Big Bear Lake

We stayed at the Robinhood Resort from 1/1/08 to 1/3/08. We had researched for a comfortable Hotel that would also meet our business needs. Because of good ratings and the fact that they listed free wireless internet access among their amenities we booked a room and also confirmed that via phone. At the check in counter we were surprised about the lack of professional friendliness. Our room (#10) featured worn out and partly broken furniture, drab decorations and a wall color that some-when in the past must have been white. The bathroom was last updated in the 60s and bed sheets and comforter were downright scary. The room did not look anything like the photos posted on the internet. When we tried to access the internet no connection was available. So my husband called the receptionist. He was rudely told that the internet access was not guarantied. We were speechless. We had chosen this hotel over other places because of the internet offer. We had also called and received a confirmation on the matter. When the problem had not been fixed the next day my husband reminded the receptionist that the internet was listed as an amenity of the hotel on the website we booked through. But she stuck to her position that she didn’t guarantee internet and that she would certainly not apologize for the lack of it. After that she simply hung up on him! This is by far the rudest treatment we have ever received in a hotel (and yes we have been to Russia). Most shocking to us was the idea that the receptionist most likely was the owner. We have come to the conclusion that our “special treatment” from the first minute in the place must have been do to the fact that we are a mixed race couple. We simply had no chance to offend anyone in any other way. So if all members of your family are blond, blue eyed, and harbor a special love run down shacks you may consider staying there. For everyone else: stay away. There are many nice places in Big Bear in the same price range, which actually welcome customers.

The room was clean, warm and well stocked with what you need. The people are friendly and honest. I left my antique diamond and sapphire ring there, and the housekeeper turned it in.

This place is located in a great area. Withing walking distance to the lake. It was clean and centrally located to lots of things to do. This is where i always stay in big bear and have had nothing but great vacations.

I have stayed at this hotel three times previously. I intend on making reservations this year for the Octoberfest. It is very comfortable, location is great, front desk people are very nice and informative. Can't beat the price for all that you get.

THE OWNERS WORK EXTREMELY HARD AT MAKING THIS AN ALL TIME HIGH, BUT THEY HIRE EXTREMELY RUDE BARTENDERS, SHORT ON FUSES TO SERVICE THEIR CUSTOMERS THIS IS THE SECOND X I'VE STAYED THERE AND I DON'T RECOMMEND IT IF YOU CAN STAY ANYWHERE ELSE. BECAUSE IT REALLY RUINS THE EVENING WHEN A BARTENDER EMBARRASSES YOU AND INSULTS YOU. I HAVE NO DESIRE TO COME BACK THERE. I CORRECTED HER ON MY RECEIPT AND SHE BLEW A FUSE, INSULTING ME WHEN I WAS RIGHT, ALSO, YOU ARE NOT ALLOWED TO RECEIVE YOUR DINNER RECIEPT UNTIL, AFTER, YOU PAY FOR YOUR FOOD BILL, I SPENT OVER $500.00 FOR THREE DAYS. IF YOU CAN FIND A SWELL PLACE, PROBABLY THE 'GREAT WESTERN', SIMILAR IN PRICE AND WORTH IT, BY FAR, WHERE YOU WON'T GET INSULTED LIKE AT THE ROBINHOOD INN THEN STAY THERE, THEY ARE ABOUT THE SAME PRICE. SORRY, ROBINHOOD, GET RID OF YOUR RUDE AND CRUDE EMPLOYEE OR YOU'LL GET THIS REVIEW AGAIN. NOT HAPPY WITH YOUR EMPLOYEES THEY MADE IT MISERABLE. WHO WANT'S TO SPEND THE REST OF THE EVENING BEING INSULTED AND EMBARRASSED, I'M SURE YOU WOULD NOT. ROBINHOOD INN IF YOUR GOING TO MAKE US PAY OVER $500 FOR THREE DAYS, THEN I WILL NOT SPEND ANOTHER DAY THERE TO BE INSULTED. PLEASE DON'T STAY HERE BECAUSE THE BARTENDER WILL RUIN THE EVENING FOR YOU. THE OWNERS WILL NOT GET RID OF HER BECAUE IT IS EASIER TO KEEP HER, THINKING THAT THE NEXT PERSONS WON'T KNOW THE DIFFERENCE. I DON'T RECOMMEND THIS PLACE, THERE ARE SO MANY OTHERS THAT ARE BETTER PRICED AND I HAVE STAYED AT THE GREAT WESTERN ALL OVER THE UNITED STATES AND THEIR EMPLYEES ARE SO NICE. ROBINHOOD IN MUST BE GIVING IN TO NEPOTISM.

The hotel staff (EJ and Peter) were the beginning of a wonderful stay at Big Bear. We came often (stayed in cabins and in-laws homes) but decided to come with friends. We originally were booked at another "nasty" and "bait and switch" establishment that attempted to dupe us. They gave our room away and tried to charge us (no refund they said for their cancellation of our booking????) We were without a place, in-laws gone, and hotel booking in big bear suggested I contact Robinhood Inn. I called and EJ answered. She was gracious, understood my dilema and stated that my party of four would have a room here. We arrived within a few minutes and she was kind, efficient, heard my story of what unfolded at the other place and immediately made coffee. The hospitality was such a relief and we were pleased with her calm and lovely demeanor. She stated there was only one room left but if we want it, we are more than welcomed to check in. She further stated that although this room available was older than the newly constructed rooms that were all booked, it would comfortably sleep all four adults. We were satisfied and checked in. It was a comfortable room, everything we needed was available (although there was no soap, we could have requested some and they would have gotten it for us - we did bring our own). I went back to get the address etc. for future networking with friends from EJ and she was so pleasant, she also let me know where some of the great eateries were and stated if there is anything else we need just ask. I inquired as to the check out time and how our husbands will be going skiing on their season passes, she stated all I had to do is speak with Peter in the a.m. and he will help me out with any question I have as he was one of the most pleasant and helpful people she knew. In the a.m. I met Peter (wonderful man) and asked if I could leave my car at the end parking stall as my friend and I were not going to ski with our husbands. I further inquired as to the check out time so she and I could lock our things in the car. Peter stated we could definitely leave the car there and no one will be checking out that room as most people were departing, so she and I could sleep longer and linger closer to the time our husbands returned, or go shopping (of which we did both). I believe that aside from the older rooms requiring some upgrading (and we will come back to try the newly constructed rooms in the future) that this establishment has what is essential in good business practice (and they helped us when the other place stated there were no vacancies that late afternoon and too bad we are stuck out): 1. They have exceptional customer service 2. They hear what one(s) needs are and try to meet them without being nasty, rude, inconsiderate or impatient. 3. I sense the staff we encountered (EJ and Peter) valued our business and tried to turn a negative experience for us into a lovely and memorable experience (which speaks highly for the establishment's selection of their staff) 4. Networking and word of mouth reviews are prized and the experience at Robinhood Inn and the graciousness of their staff members are being spoken about already. 5. Having such exceptional staff, clean and plea- sant surroundings and a "code of ethics" in this establishment makes it a place we will continue to stay at.

The plumbing was noisy and woke us up several times, the noise from the adjacent room went right through the walls. Hotels usually have some kind of soundproofing this does not. I went to their restaurant and could not finish the meal. Disgusting.