6/10 Okay
Miguel O.
5 Feb 2021
Liked: Location, listing accuracy
Disliked: Cleanliness, check-in, communication
Great house, poorly managed
First and foremost, we had no problems with the property itself. Great location, modern and comfy interior. Anyone who stays at this home will be satisfied. Our issues were with the property management company.
Check-in: Regardless of the fact that we made several pleas, the office was not willing to accommodate our many requests to go straight to the unit rather than go the office first for check-in. I would have been more than willing to drop my family off at the house, and return myself, but this was not allowed even though current reviews for the property suggest otherwise. Also, the office was dramatically understaffed and unprepared for the number of check-ins occurring that evening. I waited in a long line, outside in the rain, for approx one hour to be checked in.
Smell & trash: Upon entering the unit, a clear and distinct smell of dog and animal urine permeated the residence. The master bedroom sheets and comforter were so bad, we stripped the bed and washed everything immediately. Washing the sheets helped, so one wonders how often this is done to begin with. We also had to deal with kitchen trash that had not been taken out and also smelled quite badly. This was the first call we needed to make to the office. Two people were sent, representing the first of many examples of poor communication and unnecessary interruptions during our stay.
Fridge: we noticed that the fridge leaked water whenever the water dispenser was used.
Fireplace: the instructions for the fireplace in the manual were incorrect.
Chair: one of legs on the dining room table chair was broken.
Heater: the heater stopped working and needed to be repaired during our stay. This was particularly difficult given the cold temperatures of the house, and the number of phone calls and service people this took to resolve.
Dryer: dryer not drying. Again, more calls, more service people.
Supplies: the house came very ill-equipped. One roll of paper towels, no extra toilet paper, not enough dishwasher or laundry detergent to even run the machines only once a day, one box of Kleenex.
Staff were unprofessional and incredibly condescending in tone. every time I spoke with them, with a few exceptions.
I would be happy to stay at this home again, but I will most likely avoid any property managed by Big Bear Cool Cabins.
Miguel O.
Stayed 5 nights in Jan 2021
