ComplaintsforBig Bear Vacations
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Complaint Details
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Initial Complaint
03/01/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
There were several issues that we had. We rented a cabin with Big Bear Vacations to start the door was open and I do not know if there was someone inside or it was left open by mistake. The cabin was filthy and dirty inside and out I took picture to show how it was so we wouldn't be charged for damages. The sofa bed that they provided had blood stains and I could not have my children sleep on that. The bathrooms had hairs and shower was not cleaned. The Jacuzzi that was in the room was not functioning called the maintenance and he did mention that the panel was not working . They are advertising showed that it was a working Jacuzzi. The bedding was dirty and not clean. The cabin was dusty and we suffer from allergies it was not acceptable. On top of that my husbands ipad ended up missing. We felt disgusted, disappointed and unsafe .Initial Complaint
12/31/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
We rented aa house form 12/15-12/18. We checked in at 4 and the house was not clean and smelled like fish. About an hour later 3 men showed up at the door with no notice when we had our young children in the house and said they were there to clean. As we were unpacking our things and getting settled in, we found a small ziplock bag of drugs in the pull out couch, a dirty diaper under the couch, grease, dead gnats and dust caked on the sconce above the stove, dirty/stained carpeting throughout the house, dried blood on the master bedroom mattress, debris on the base boards, mold in the showers, and broken drawers in the kitchen that fell out when you opened them among other things. We contacted the company shortly after finding the drugs and an employee that seemed intoxicated asked us if we wanted them to come and pick up the drugs, then the Director of Housekeeping called and offered for them to pay for us to take our kids out for the night which we declined because we already had plans for our party of 16. We reported the rest of the issues on our final day requesting compensation and were offered late checkout (as if we wanted to spend MORE time in this home) and explained that she needed to speak with her boss. They have been circling the drain with us ever since and finally, days after we were supposed to receive a call back, we called them and they tried to buy our silence for $500. We declined as we felt we should be fairly compensated while maintaining the ability to share our experience and warn others to hopefully keep them from ruining their holiday vacation. We've since been blocked from posting our review on their website as it mysteriously does not recognize us as ever checking into the home. This is the one time of the year that our entire family comes together and we've had amazing memories the last few years in ********. Unfortunately, this year was not one of them.Initial Complaint
12/25/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
12/25/2023 Cabin ************************************* number: CESTRP-2023-***** The cabin filled with Blood stained pillows for previous , hair covered lien, filthy stove, all unwashed and unsanitary. Upon multiple complaints nothing was done by the companys cleaning service there were no cleaning supplies in the unit Or bought to the unit by request. We were told to deal with the situation. Several people in our party broke out with red rashes in there arms within 1 hour of entering the cabinInitial Complaint
11/30/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We checked in at one of Big Bear Vacation rental cottages on Sunday 11/20 check out on 11/25. I noticed several items were not cleaned as stated on the housekeeping cleaning list. We also noticed a big gap in the fireplace that lets the cold in. I emailed the sales person letting her know what things were not cleaned Monday morning. I did not get a response. I emailed the front desk at Big Bear Vacation letting them know the items that were not cleaned. No response. I have tried several times and it is Nov 30 and we have not yet heard a response on the items that were not properly cleaned or fixed. I would like some kind of compensation for the lack of not cleaning the cottage properly and not responding or calling me about our concerns. I don't think the blinds, window sill, fan, wall fixtures, bathroom base board, shower liner, the patio, have been cleaned or replaced for awhile. The fireplace, the large hole on the side - it lets the cold air in. I have attached pictures to show that the items were not cleaned. Sincerely, *******
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Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.