Holiday Inn Resort The Lodge at Big Bear Lake by IHG

Cleanliness and cabin ambiance

The description of the property led me to believe there was free breakfast included. When I arrived I was told breakfast is not included. I was very disappointed and feel the advertisement on booking.com should be modified to specify breakfast is an additional cost. 0

1/10 – Serious Service Failure, Uninhabitable Stay We booked this hotel specifically because it advertised a self service laundromat, which was essential after a full day of snow activities while traveling with a child and elderly parents. However, after check in around 7:00 PM, once we had already unpacked and settled into the room, we discovered that there was no running water. The toilet could not be flushed, and there was no water for showering, hand washing, or drinking. In addition, the air conditioning heating system was not functioning properly. It was blowing cold air only, with no heat available at night. The self service laundry room was also unusable, as the machines required coins but the coin dispenser had been inexplicably removed. We went to the front desk to report these issues and were informed that the entire building was experiencing a water outage. This critical information was not disclosed at check in. Front desk staff were unable to provide any alternative solution. We were only given a card with a phone number and an email address. The phone number goes to voicemail only, and the email has received no response. Many other guests chose to leave the hotel. Unfortunately, we were unable to relocate because our young child was already asleep by 8:00 PM. As a result, we were forced to stay, unable to shower, wash clothes, flush the toilet, or properly clean ourselves, and had to sleep cold and unclean. Water service only returned after midnight, and when it did, the hot water was dirty and cloudy for the rest of the day. Unfortunately, we only discovered this after showering and doing laundry. This was not a minor inconvenience. This was a serious failure to provide basic, habitable conditions. We paid for services that were not provided, received no meaningful assistance, and received no response afterward. This stay was extremely disappointing and unacceptable. We are formally requesting a full refund.

Location is great

Staff is not that friendly or not behind the counter.

Clean and beautifully decorated.

Right next to the village.

It was clean and close to everything.

The weekend we went to Big Bear it was hot and the hotel did not have AC.

Great location walking distance to the village. Staff nice

Old interior, carpet