FAQs
Before book your stay:
What should I know before I book my stay ?
On booking your stay, please let us know about your plans for visiting Big Bear Lake. Please read our listing policy thoroughly to make sure this is the right property for you prior to booking.
Where can I see your reviews ?
You can find our reviews through Airbnb review section, click the “Airbnb” button, it will lead you to our Airbnb page directly. We encourage all our guests to read our reviews to understand our services and know more about our lodge.
Can I use Airbnb or other platform instead ?
Absolutely. We also have our lodge available to book on Airbnb Here and Vrbo Here.
Are there any additional Booking fees or Service fees ?
No - There are no hidden fees when booking directly through our own website. We do not charge any additional booking or service fees, you will only be charged an administrative and cleaning fee, as well as the required 11% of Transient occupancy taxes for Big Bear City, you will be able to see the breakdown detail of total amount when competing your booking.
Please note: there may be additional service fees when booking through a 3rd party site like Airbnb or VRBO. For any details please review the booking policy on the external parties web site for all information required.
What is your policy on animals and pets ?
We recognize that many people have additional family members - we all love our furry friends! Unfortunately, as much as we adore ALL animals, no fur friends are allowed at this property. That includes service animals and emotional support animals (because the have the same amount of fur as a pet), no exceptions. Our owners have severe allergies.
Any animals or pets brought to the property without permission will subject immediate cancelation, forfeiture of stay and the extra cleaning fee..
What payment options are there ?
We accept all payments via credit cards or PayPal.
What is the cancellation policy ?
50% of paid prepayments refundable when canceled 14 days before arrival or earlier. Check with our listing for more details.
After you book your stay:
Will I receive the booking confirmation ?
Yes - As soon as your booking is confirmed, you will receive the email of the booking confirmation. You will also receive the welcome message from us regarding your booking or any special inquiries.
Is there any information I should know before my stay ?
We understand to plan a trip could be exciting but sometimes stressful. We pride ourselves in making sure you will be set for your trip, and will receive step by step information on time.
We will send you the check in information at least 2 days prior to your check in date. You will be notified on the date we specify in your welcome message.
We encourage all guests to reach out to us at anytime. If you have any questions before or during your stay, please do not delay, we are on hand to help at anytime you may need us.
Do you have house instruction and local travel guide in the house ?
Yes. We have both a House Manual and Local Guides on site for all our guest. We know sometimes it can be a hassle to find out how to operate the facilities in the house properly, we make sure our guests have all the information they may need on hand to help them resolve and answer any questions they may have.
Also, to reference and save you time, there are seasonal local travel guides available to give you some idea’s during your stay, theses Include maps, hiking trails, restaurant lists, local stores, and fun things you can do!
During your stay, if you have any questions or inquiries, please just reach out to us directly and we will get back to you promptly.