Holiday Inn Resort the Lodge at Big Bear Lake

The check in was smooth, although there was only one representative for the front desk so she had to juggle us and the phones but she was very friendly and welcoming, she gave us a great recommendation for eating which was Oakside, the room was clean, we stayed for 3 nights and the amenities were provided as needed without any issues. It was a great stay and we look forward to staying here again!

Had to switch to 3 different rooms, couldn't adjust the heater the family was sweating through the night, and they charged the wrong card at checkout. Terrible experience.

We were given the wrong room to start out with. Front desk staff was not friendly. Phone didn’t work in room. When we were switched to a different room no one help us move our luggage to our new room. Very frustrating that we paid over $1000 for our room and it was a bad experience all around! Definitely will not be going back or referring friends.

Arrival and check in was fine but getting our bags and ski gear to the room was difficult. First, the room was on the fourth floor and a long way from the nearest elevator. I grabbed a baggage cart but the snow was only partially cleared three days after the last snow event and the cart couldn’t pass. Then the fourth floor hallway had more steps between the elevator and our room so the cart had to be ditched again. The room itself was fine. No issues there. However the restaurant was never open when it was supposed to be and the front desk staff had very little knowledge of its hours of operation. Then in the morning the coffee station was abandoned with no coffee and left a mess. No one was at the desk either. Rough when so many are staying there to go up early to the slopes. The final straw is that I left my iPad in the side table. I have called the front desk about 15 times now over the course of this week and only reached a person twice. The first person told me I had to call when housekeeping was there and wouldn’t do anything to check to see if the iPad had been found. After days of unanswered calls and emails I finally reached a person named Austin. He was very helpful sounding and said he would check right away and get back to me. Three days later I’ve heard nothing from Austin and still can’t get anyone to answer the hotel phone.

Location excellent. Price reasonable. Room large and clean. Spa great. There were some quirks. TV didn't work. I called desk who said they would send someone. Hours later I asked an employee in the hall who called engineering, who did come by. We left for dinner and returned and it was not fixed. I called desk again, and got scolded that he had to wait for the new engineer to come on duty, but he would then come right away. Never happened. Next day I tried again and someone fixed it. Also pocket door to bathroom painted over and could not be closed. Overall, still a good location and price. Staff was very polite, just seemed to lack follow through.