Quaint Big Bear Home w/ Hot Tub: 4 Mi to Skiing!

Reviews

• 2/5

  Code for front door was incorrectly given several times, code not the same as in email either, had to wait in the cold to wait for her to find the correct code. Same thing with WiFi. WiFi password was not available in the house as stated in the information email sent to us. Host had to look for WiFi password several times since it kept being incorrect. Property is very old, not well maintained, stove didn't work unless we lit a match each time to get it started, tiles in property were cracked and moved, almost caused us to fall. Driveway only fit 2 cars, not as advertised since it stated 4 cars could fit. There was already a huge truck parked diagonally in the garage so couldn't park in there. The wooden floorboards in the patios were lifted and falling apart, trip hazard and dangerous since the floorboards are very old and broken. There was trash already in all the trash cans when we entered the house which contradicted the house rules that each party needs to clean and take out all the trash before the new party enters. We took out all the trash for the previous party and our trash as well but very inconvenient. Pots and pans and utensils we understand are provided in the kitchen but they are very old and very dirty that we did not even want to use due to sanitary reasons. The property advertises how many rooms and bathrooms but the entire bottom floor/gaming room and bathroom was freezing cold and not habitable for our stay, we could not use. Heater does not work there.

  *This review was originally posted on Vrbo

  Manager's Response:

  Hi Yen Mai, we're sorry to hear your stay fell short of expectations. After reading your feedback, the homeowner wanted to share the following:
  - We apologize for the inconvenience caused by the issue with the lock code. Rest assured, we'll make sure the correct code is provided promptly.
  - We'll ensure the correct Wi-Fi information is provided as well.
  - Although our home is older, it's part of the charm our guests enjoy. We'll ensure any cosmetic issues are addressed.
  - Only one of the stove's igniters doesn't work; all others work fine. We'll repair the one that doesn't ignite.
  - We're aware of a cracked tile but did not know it was loose. We'll ensure to repair it.
  - Regarding parking, we apologize if there was any confusion. Two cars can fit in the driveway up to the house, and two more can park in front of the garage door. However, guests are not permitted to park in the garage, and we apologize for any inconvenience this may have caused.
  - We'll inspect the wooden deck planks and repair any that are worn or loose to ensure the safety of our guests.
  - We'll ensure the house rules are updated regarding trash removal. Our cleaning crew will take care of it from now on.
  - Our pots and pans may be older, but we'll ensure they're clean and in good condition for our guests' use.
  - We recently installed a new thermostat. The heater did fire up when the technician was there, but the pilot apparently did not stay ignited. We will get that repaired.
  Once again, we appreciate your feedback and apologize for any inconvenience you experienced during your stay. We hope to welcome you back and provide you with a much-improved experience.

• Family vacation

  2/5

  When we arrived, there were issues with the cleaning lady and the home was not ready at check in time. They asked us to return in an hour. When we returned, the home was not yet fully cleaned so we helped vacuum and mop floors. I requested a discount on the cleaning fee which they refunded. The home also lacked basic items such as pot holders, hand soap at each sink, and dishwasher detergent. I also had to request for laundry detergent because we had to wash some of the blankets that smelled. We also were given only 1 bath towel per person in our party. We had to wash our towels after using the jacuzzi. The lights around the jacuzzi area were not working which is a safety hazard when it’s dark. Overall, the home is cozy but it was not a good experience.

  Manager's Response:

  Hi April, thank you for taking the time to share your review. We greatly appreciate your feedback, and we would like to share some insights from the homeowner:
  -While we are uncertain about the specific quantity of towels available, we agree that providing two towels per guest is appropriate. Should additional towels be required, we are more than willing to provide them.
  -There was an unforeseen issue with the cleaning service, which our guest contact promptly addressed by waiving the cleaning fee as a gesture of goodwill for both the guest and us. We hope this gesture helped alleviate some of the inconvenience experienced.
  -Regarding the Jacuzzi area, we will instruct our guest contact to verify the functionality of the surrounding lights and arrange for repairs if needed.
  -Essentials such as potholders, hand soap at the sinks, dishwasher detergent, and laundry detergent should indeed be readily available for all guests, and we are committed to ensuring their provision.
  -As new owners, we are dedicated to enhancing the guest experience and will diligently work towards improvements. While we are not local, we rely on the support of those within the area to assist us in this endeavor.
  -We appreciate your feedback and the opportunity to improve our property for future guests' satisfaction.
  We do all we can to make the best possible stay, and we look forward to this property hosting many satisfied guests.