Snow Lake Lodge

The stay was very pleasant overall — the room was clean, comfortable, and well maintained. Everything was well organized and we felt very comfortable during our stay.

Overall everything was great. The only minor issue was that the internet connection on the third floor was occasionally unstable during our stay.

Localização boa, bem central e de fácil acesso

Os horarios de checkin e checkout interferiram no horario de ida pras pistas de ski.

Spacious suite with everything you need - full kitchen, two bathrooms, separate heaters. Everything was clean and comfy. Two fireplaces is a bonus.

Even if the property is non-smoking, some guests did smoke in the parking lot near the building, and the smoke went right into the suite.

kitchen, rooms, and the amenities.

I am writing to formally express my serious concern and dissatisfaction regarding the handling of my fully prepaid reservation at your Big Bear property. After arriving late at night with my family, including small children asleep in the car, we were unexpectedly informed that our reservation had been canceled. This was extremely alarming, especially given that the booking had been fully paid in advance. For nearly two hours, I was on the phone attempting to resolve the issue, while being told that the agency had canceled the reservation. Simultaneously, the agency indicated that no such cancellation had occurred. Meanwhile, my family remained waiting in the car at night, unable to access the room we had already secured and paid for. This situation was not only inconvenient — it was stressful, uncomfortable, and deeply disappointing. It significantly impacted the beginning of what was meant to be a relaxing family vacation. Although the manager eventually allowed us to enter the room for one night while the matter was clarified, and the issue was later resolved, the emotional stress and disruption caused by this incident cannot be overlooked. A confirmed and fully paid reservation should never result in uncertainty upon arrival. Given the circumstances, I believe a formal review of this situation is necessary. I would also appreciate consideration of appropriate compensation for the inconvenience, stress, and disruption caused to my family. Whether in the form of a partial refund, future stay credit, or another suitable gesture, I trust the hotel will acknowledge the seriousness of this experience. I look forward to your response and to understanding what steps will be taken to ensure this does not happen again. Sincerely,