The team failed to perform the most…
The team failed to perform the most rudimentary tasks that your contract guarantees:Our permit took 2 months to transfer.Our first manager spent weeks arguing over the name of our home. We had branded our home with a name already. She said the “board” had to approve it because it was common. She said they had 4 homes with that name but no one could find any. She yelled at my husband on the phone saying “you’re not going to make any money doing this, so I hope you don’t expect to” This led to the standstill of our onboarding. No inspections no cleaning no photos. FOR 2 months!The customer retention manager took over and did nothing for another 2 weeks. She failed to tell the old manager who kept going to our house but did nothing. October 18th she finally assigned a new manager. We signed our contract September 18,25, and didn’t see our first guests until Thanksgiving. We couldn’t use our home during this thinking it was being prepared for renters. Our home rented in a holiday for hundreds less than the targeted price. NG promised a 90 day snapshot of prices and then said it impossible to show us.NG refused to tell us the price our home would rent for.NG continued to rent our home below the agreed upon floor price.NG made promises to do things and then never did them. When asked why they weren’t done, she got rude and then still refused to complete them. She offered to feature our home as a recommended home on their website. She never did it. Then she said it was indeed featured. It was not. Then she said she has to rotate homes every 2 weeks. The homes have been the same featured homes for quite some time. In fact another employee told me the home featured was not even managed by this company anymore.NG offered commission discounts because the home rented below the floor price. Then she didn’t apply them. She then said I was asking for the discounts when I asked where they were and refused to apply them. Another employee was able to get them applied.Our first guests rented 11/24/25 our no pet home and brought a dog who left scratch marks on our wood doors and urine stains on our carpet. This stain still has not been cleaned.Because I regularly reached out to get these issues fixed NG fired us as clients saying her company doesn’t provide what I am asking for.You don’t remediate damage from your renters?You don’t provide rental pricing that the owner agrees to?You don’t provide pricing outlooks for your homeowner?You certainly make promises to your owners you don’t keep.This client retention manager only makes things worse. She failed on every single aspect of our contract and then got rude with me and fired us because I asked for the general manager’s number. I asked for that number on 3 occasions and was promised that number but told that the manager is very busy and only available for emergencies. Then I asked again and was told there is no manager.We are happily walking away from this company. They don’t seem to care at all about the owners of the homes. They care about the renters. Book the homes at any price, allow damage to sit and fester so that they can keep renting it out. Ignore and treat the owners poorly.Do not ever list your home with this company. They don’t value or honor your partnership. This manager is absolutely atrocious, and doesn’t care about you.
Jennifer Koslow
Everything i need for property…
Everything i need for property management was included in one well organizes package and the service charges are very reasonable.
Scott
Unsafe unhealthy vacation rental!
The incident happened between February 20, 2025 – February 21, 2025. Before checking in at around 3:45pm, I asked for the check in information of the address and the rental property information. Since the company always stated company will give more information at check in time which is 4:00pm. Received email past check in time so I decided to take my son and daughter to the park thinking the company probably was late of giving information because the company wanted to be sure everything is all set upon checking in.
Night of checking in, I already saw a dirty hot tub with stagnant water. I realized they explained that the tub is no longer included in the rental property. But is it safe to leave the dirty, old tub in the property? Isn’t it a health Hazzard? I will provide photos I took.
Now entering the house, it was a disaster the house was very dirty. Like it wasn’t taken care of for years, and was just very misleading with the photos from the rental site to the actual house. I did not even let my 2 year old son and my 5 year old daughter touch anything at the house.
The main floor was not cleaned and left like no one will rent the property. All cables from TV, DVD, wifi and all old appliances was just plugged in a table without considering Hazzard for children. Wifi not working. Dirty plate left in the sinc. All bedroom with marked stains on carpets. Broken chair, Old beddings. 2nd floor door don’t open. I asked for help for the door and wifi, but the longer we stay the more health Hazzard I see especially for my children.
I have tried to ask if we can move to a different rental that night but was ignored and just told me that someone will be coming to fix the wifi and door. We left the property to buy disinfectant prays and wipes so that I can clean as much as I can for the safety of my kids. When maintenance came, he even told us that the tub was not supposed to be there if it wasn’t in the rental amenities because he believe that it was not used for over a year and that dirty stagnant water isn’t just safe for people. It was so tiring that we did not get to enjoy anything. And worried about my son’s asthma because of the dusts of the house. I did not even let my kids use the rentals blanket or bedding and just put their own blanket on top of the bed just so they can sleep. My son used his albuterol nebulizer every 4 hours instead of as needed basis because he kept coughing due to the house being dusty and dirty.
February 21, 2025 this was the worst day of my life. When I woke up, I again tried to clean the house while my son and daughter was sleeping. And what I found inside kitchen cabinets was just disgusting. Utensils used, dirty and not washed! And all inside the kitchen cabinet. Stains of I do not know what inside kitchen cabinets.
Then when I checked my children if they are awake, I found my daughter holding a USED condom. I have no time frame of how long have they’ve been curious about the condom but my daughter stated it smelled okay! And that made my heart drop because they touch the semen inside the condom and smelled it! It was on their bed! Me and my husband works in a health care field so we know what kind of disease our son and daughter is at risk. Having to think what can happen is emotionally distressing.
Why do we have to experience this before the company decides that we can move to a different rental house. Why does it need to be this severe before moving us. Why does my children need to be exposed and be at risks to having a sexually transmitted diseases. This is too much and we will file for more complaints.
Our pediatrician is already aware of the incident and because of this, she ordered tests for my son and daughter for stds, hiv, and other sexual transmitted diseases. But due to some tests needed to have wait time because the test can usually identify the infection within certain time frame. (9-12weeks after exposure) We have to wait! This health risks and emotional stress is all because of the company! And we will not stay silent.
Rotrice Lavalan
Dirty/Bedbugs
Where do I begin? This horrendous weekend with Big Bear vacation rentals began when they canceled our original booking and gave us options to chose from to replace our original booking. This was not a big deal. We chose, but, oh boy, did we choose wrong. The booking we chose was FILTHY. It looked nothing like the promo photos. The shower had a hair ball in it, the floors had not been swept , so we were wiping crumbs and dirt off our feet every time we sat down or got in bed, the showers were grimy and sticky and had not been cleaned in god knows how long. The hot tub water level was also low and the water had likely not been changed in a very long time. The deck, that was meant to be enjoyed, was covered in snow, however there had been no snowfall in over a week. The whole place was completely unkempt These grievances were discussed with management. They offered and we accepted the solution for maintenance and housekeeping to come back out and clean and add water to the hot tub. Mind you, every grievance required follow up from me with a picture. As in, they wanted their guest to go out of their way to prove the problem existed and inconvenience them even more. While we were gone for the day skiing, we agreed to have the maintenance and housekeeping come out and try to fix the problem. I had to follow up several times that day to make sure that they had come and gone from the property. I was told they had resolved these issues upon returning from our day out. We discovered that nothing had changed. All that had happened was the hair was removed from the shower and possibly sweeping done upstairs. No other complaints were addressed. When I reach back out to the property management they said they would let the housekeeping crew know and alluded to the fact that they would send them back out. I responded that the opportunity was already given, and the problem was not Fixed, and therefore we did not want housekeeping to come back out and would prefer another solution. Without my permission, they sent housekeeping out anyway. I was not asked if it was okay for them to show up, but two people did show up at the door. I them turned them away because I had already told property management that we did not want this as a solution. I then asked to speak to someone on the phone, as the messages before were sent through text and somebody did call me back. I voiced my grievances with this person and was offered the solution of switching to another property. This was a solution me and my party were okay with. We were given five different options of places to switch to, and we chose one. We then moved all of our stuff from one property to the other. The second property appeared much cleaner, although, there was a chalkboard in the kitchen that a guest prior to that had written “ needs to be more clean.” We were, however, satisfied with this property and proceeded to hot tub and cook downstairs. We had a great evening, but were all very tired due to the extreme uncleanliness and Uncomfortableness from the beds at the property we’ve stayed at the night before. We all went to bed early, and I awoke to my friend, screaming that she had been bit by something. Luckily, we had a physicians assistant in dermatology with us who confirmed it was a bedbug, and there were many all over the bed. It was now 11 o’clock at night and we had nowhere to go. The only place we could find was a Hampton Inn that cost $450. We could not stay at that property due to the BEDBUGS . I reached out to the management immediately to let them know the situation and got an automated response that our money would likely be refunded. I got no call asking for details the next day. We ended up showing up to the property management facility and spoke at the property manager, who said that she was aware of the situation, which is interesting, because, just like it had been all along dealing with Big Bear Vacation Rentals, we had to follow up. How do you not call to follow up after guests say they were bit by bedbugs?? We were refunded our money for our stay, however, they are refusing to pay for the hotel that we had no choice but to stay at last minute due to BEDBUGS .Needless to say, our stay with big Bear vacation rentals was disrupted many times. We are from out of state with a rental car and what was supposed to be an amazing girls weekend turned into a nightmare. Big bear vacation rentals has been horrible with communication and making up for. all the inconveniences of the poor quality their rentals have caused. I will never recommend them or stay at a property of theirs again.
Emily Falcon
Big Bear Vacations is the worst…
Big Bear Vacations is the worst management company ever and they will ruin your stay.The place we got for 2 nights was super dusty and dirty. Spiders were crawling up and down from their webs all over the place specially the bathroom ( I killed 8 big spiders just in the bathroom). There was black hair on the sheets looked like the sheets were never washed and cleaned. Cabin was never vacuumed because the floor and under the beds were full of dust and crumbs. We had to vacuum the place and clean it up so we can stay. We left the next day because we couldn't stay another night.On top of that, if you leave any belongings behind, you have to forget about it because they won't return it back to you. We left rings on the night stands and we called the management right away and they said we can't find it which was a lie. When the manager called me, she basically said she can't do anything about it and spiders and dust is not a cleaning issue. I'm not sure, if you clean, vacuum then you won't see that many webs. Big Bear Vacations only think about renting the place and doesn't care about customer service. Very disappointed
Alin Ebr
Worst management company ever
Worst management company ever! If you have a house that you want to do Airbnb and need a management company, stay away from this company. I hired this company to manage my house. First, they set up the tax and fee for each booking wrong (instead of about $200, it was about $1000). We told them to fix it. Then they put my house’s location wrong. It’s in Big Bear but they put it next to Big Bear lake. After they fixed it, then my house appeared to require 31 days minimum booking on Airbnb website. After they fixed it, then the price was too high. I checked 2 nights in January can be more than $2000 and even $4600. Who would rent my house with those prices? After I asked them to fix it, the price went too low. Our house rented out for Christmas holiday (3 nights only for $429, after commission we get $313), which is not even enough to cover our utilities. They said it’s because there is no snow and market is slow. I told them I’d rather leave the house empty rather than renting it out with that low price & end up losing money. Then the manager Brian said we should consider not renting our house at all. If we lose money from renting out our house, then what’s the purpose of hiring them to manage our house? They only care about their commissions, not about owners losing money or not. Also, after the first booking, they didn’t send anyone to check on our Jacuzzi. Over a week later when we came to check, the jacuzzi was open. The water was dirty and low. We reported to them and finally someone came to check. I don’t know if that caused the problem, but our electric bill was $300 that month for only 1 booking (2nights) and jacuzzi stopped working a week after that. We ended up paying $1270 to fix the jacuzzi. We haven’t earned any money since we’re with this company. We lost money plus all the problems with this company. Another thing, the manager Brian will never take our phone call. He only responses to texts, which is very inconvenient sometimes. We called and tried to complain to the director about the problems, but she never picked up the phone or called back. This company in my opinion is the worst management company! I’d give them 0 star if I could.
Linh Nguyen
Rude $& Dishonest
People who work at Big Bear Vacations Company were rude and dishonest.
CS
Nick Lanza
When we arrived, the power was out so I asked for a refund so we could leave.I talk to Nick Lanza, he recommended we go to a restaurant to wait it out. I am now sleeping in my vehicle to stay warm with my one year old daughter.
Daniel V
Nightmare, horrible customer service
Subject: Unpleasant Stay at Fisher Man Paradise - Reservation No. 234100I am writing to express my dissatisfaction with our recent stay at the Fisher Man Paradise property under Reservation No. 234100.Upon our arrival on Saturday, January 13, at 4:30 pm, we were surprised to find the house in an unclean state. Despite our immediate complaint, the company's response only involved sending two cleaning ladies who addressed some of the issues, such as vacuuming and cleaning the bathrooms.Our problems persisted when attempting to wash the couch bed's sheets, leading to a significant leak and, subsequently, a safety concern. Despite the intervention of a maintenance person, we were left uneasy about our safety until the early morning hours due to the potential electrical hazard. It was a nightmare!!Seeking resolution, we visited the rental main office the next day and spoke with Louis, expressing our disappointment. Unfortunately, our concerns were not met with the desired level of customer service, and our request for a refund for that night was denied.Overall, our experience was marred by cleanliness issues, safety concerns, and a lack of satisfactory customer service. We hope that our feedback will prevent new guests from being scammed.
LURIN FARRAH
My family and I recently stayed at your…
My family and I recently stayed at your Minton Pearl home from January 2, 2024 to January 5, 2024. We had several issues with the home while we were there.First off, the home was not clean. Not to hospitality standards. We found hair all over the home, especially in the bathrooms around the door and tub areas. There was dirt build up from years of non cleaning in the door tracks for the sliding glass door. There was food and dirt under the couches in the living room. All of the mantles had a layer of dust as well. Second, the grill has not been cleaned since it was new from what I can tell. I had to hand wash the grates in order to be able to cook our family dinner - cooking on grates that have not been cleaned property can produce food borne illnesses. The cooking utensils, pots and pans, and various dishes also had to be cleaned before use. Lastly, not all appliances were working as described. The fireplace was not operable and we had to have maintenance come in the next day to get it lit. Also, the water heater did not consistently provide hot water. At best we could take one hot shower for the entire family per day. The rest had to suffer through luke warm water. And when the temps were in the 30s this was not fun. My Husband has worked in the hospitality industry for the last few years for a large scale apartment leasing company. He currently oversees 500 homes across the Southwestern part of the United States. They have units being turned over daily so we know what to expect when a turnover clean is done. If any of his homes had been in the condition that yours was in when we moved in, he would have had to move the guest out of that home, at the company's expense and find them suitable lodging.At this time I am requesting a refund of the cleaning fee and a refund of one nights rent. We did call and report this to your remote staff, and she agreed the home was not up to your standards. We appreciate your timely response to this request.Big bear vacations did respond and they did offer us a $150 Back for the cleaning fee and then 10% off of a future vacation. We will not be staying with them ever again and 10% off A future vacation does no good for me.
Ron Evans
SO DIRTY, SO DISAPPOINTING
Spider webs in both bathrooms,bugs on bathroom floor, trash on balcony, fridge absolutely disgusting, dirty tables...couldn't unload any of our things. We wore socks that within 15 minutes were dark brown on bottom. Had to go purchase own cleaning products as they did not reclean either and was a holiday weekend, couldn't locate another place.Finally spoke to Louie Cardenas 1 day after our stay who is supposedly a manager. It was embarrassing to hear how he did not handle the situation and refused to provide his name but he accidentally emailed me. I feel bad for the homeowner as they probably have no idea how they are managing property.
KP
Terrible
Worst experience. We arrived at our cabin and it was filthy! EVERYTHING was dirty and there were mushrooms growing out of the wall! We called, emailed and even went into the office in person with no luck. We ended up leaving early. :(All of this during this pandemic as well. We had hoped to relax and ended up stressed out and out of pocket. Never again.
Laura
Very bad experience! Never again!
Very bad experience! The house upon arrival was very dirty and dusty. I found old food, dirty diapers, and cobwebs all over. No enhanced cleaning here as advertised! They didn't even provide pillowcases and the pillows were all filthy. I was told that a ski lift ticket was included, when I checked in only a rental was (so might have been some confusion on the employee's end) since I got one the year before. The location was very dirty. I was offered a free day. Once management processed the complaint they only offered a refund for the cleaning fee. I felt ripped off by the entire experience and will never use them again. I found Big Bear Cool Cabins and I was very happy with them!
Bill C
NEVER EVER RENT A HOUSES THROUGH THEM
NEVER EVER RENT A HOUSES THROUGH THEM! This company is a scam. These people are just group of liars and money stealers. If I could give them 0 stars I would do it . So my story is how to pay $1300 for 2 nights and get left on the street. First of all the house that we saw on a website looked completely different from what we saw upon arrival . House was dirty, ripped holes in the carpet, no dishes , fireplace was not working house was just trash. I slipped on the stairs and cut my leg pretty bad because they didn’t even bother to come and check the ice situation in that piece of junk that they call house and take crazy money for that. So they put us into another house and next morning someone from that scam company came and said that owner of the house has cameras! Cameras! The were spying on us. This is completely illegal! So owner saw a dog and they kicked us out with cops from that house . Dog is a tiny cup breed size of my palm hand , dog was an emotional support and again illegal kicking out the dog who is emotional support . Manager is just a rude person who doesn’t know how to talk to people when I was trying to resolve the issue she hung up on me! On 2 girls they sent 4 men who were incredibly were rude! They were talking to me like I’m a someone below them. They were making fun of my accent and saying that I’m not from this country . They refused to refund us money and we got left on the street. I’m going start a legal process on this scam company. DONT BRING YOUR MONEY HERE!!
Anastasia Roman
Get a hotel room instead. Awful customer service; false advertising; dumpy, unkept cabins
I had booked one of their cabins (Cozy Up to Summit #1651) December 3-6th for a milestone birthday party. Specifically choosing this cabin because of how close it is to Snow Summit and how we can cook all of our meals instead of dining at the lodge or nearby restaurants. Plus with COVID-19 running rampant, we wanted to stay in our bubble as much as possible. WELL....just like the other reviews on here mentioned, what is advertised on their website is definitely NOT what is promised when checking in. First off, I don't feel like a working oven is a huge ask...but apparently it is. The kitchen of this cabin is well advertised and we thought we would save a lot of money on dining and that would justify the insanely high cost to rent the cabin for 3 nights ($3,122.86). So I brought up food for all of our meals since we could walk back for lunch. Ummmm guess again. The oven wasn't working; the lights would turn on but it would never actually warm up. So all of the food I brought to bake in the oven were wasted. I also brought food to cook using the stove....nope. That's a huge ask to since all of the pots and pans are hand-me-downs, purchased from a second-hand store, or were purchased in the 80s. I swear my grandmother had the same exact fork, spoon, and knife set. The pots and pans are unusable since the coat is chipping and is scratched from so much use. So, we also couldn't cook using the stove because I do not want to ingest god-knows-what by using their advertised cookware and full kitchen essentials. We were left to purchase all of our meals and couldn't use any of the food we brought up. Second of all, the pictures on their website look great. When actually getting to the place, it appears that those pictures were taken from a previous owner or there was a huge party where the kitchen cabinets insides and outsides were damaged and destroyed, toilet paper holders kicked off and broken, the pool table felt ripped off of the pool table, and years of collection of dust and cobwebs settled into the "game room" which is the detached garage filled with landscaping junk. Again, not getting what was promised...I would've been better staying at a hotel/motel since we couldn't cook for ourselves nor enjoy the activities they advertised with this house. Finally, it comes down to customer service. I've been trying to contact a manager for 6 weeks without any response. I find it hard to believe that Brandy, the "manager" assigned to my case wasn't working for the past 6 weeks because I would call once a week for 6 weeks to check up on the status of my complaints when I checked out. Which by the way, on their survey they promised up to 5 days for a response. Well week 6 rolls around when I instead ask for Brandy's supervisor because at this point I am beyond upset because they are so shady that I finally am able to talk to her. The phone operator puts me on hold for 5 minutes saying that Brandy is logging into the system....Really? When I finally talk to Brandy she says she contacted me...Again, looking at the other reviews this is a pattern. They lie here and avoid contact to take your money. She offered me $50 back to my credit+ because an appliance wasn't working. It was much more than that so I spoke with the general manager and all she could offer me was $200 back to my credit card and a discount on my next stay. THERE IS NO WAY IN HELL I AM COMING BACK HERE. I spent way more on groceries to bring up and dining at in their town than a measly $200. Plus their prices for their cabins are beyond ridiculous. Never coming back would prefer to go to Brianhead, Utah and get way nicer and upkept cabins for 1/3 of the cost. They can expect multiple reviews of this horrid experience on different review sites including the BBB.
Katrina
Not a hotel, cozy cabin bliss.
I've left a review anywhere I can for Big bear Vacations because people need to know they are great at booking cabins, and have some of the best places to stay. First of all- it is not a hotel , don't do room service or all that hotel crap. It's an actual persons home you get to stay in and they usually have kitchen appliances and dishware you can use during your stay. There is also a maintenance phone number you can call anytime of day/night. During my stay, I had a wonderful time. At check in, you get a half sheet of paper with a checklist of what you do once you walk in the door of the house and once you are getting ready to leave. Very straight forward if you can read and know how to follow rules. Staff is always friendly and helpful from the start of the booking process until the day you check out. I've had contact with 5 different staff, for questions I had about booking or general questions about check in and even directions to their location because I travel 3 hours for this cabin stay and don't know the area. I've stayed once, and just booked my 2nd cabin this year. The cabin was clean and equipped with basic household items. I'm looking forward to my next stay in a week. I always try to book 6months in advance - maybe earlier during winter.
Ponce Sandra
need new bed
need new bed, otherwise was good
Christensen Chris
Loved our little cabin
Loved our little cabin with oodles of character, Christina's the best
Russell Kimberly
Wonderful Place, Great People
Unfortunately I incorrectly accused the staff at Big Bear Vacations for not returning an item left behind. It was recently discovered in the glove compartment of my car where my girlfriend forgot she had placed it there. I have edited my original message and sent my apology to Big Bear Vacations and provide the following.I highly recommend Big Bear as they have always been very cordial and polite. I will continue to book through them as I have always had a wonderful experience with them.
Jacques
Family had a great stay
Family had a great stay! We always rent from them!
Lowe�Lisa
