Holiday Inn Resort The Lodge At Big Bear Lake by IHG

WORST HOTEL....Don't stay here Worst Hotel...Poor service, Non responsive, GM non responsive to complaints, just excuses. Even had to argue about getting my room cleaned, the head of housekeeping told me " How often do you want your room cleaned, I cleaned it 3 days ago"....They owed me a refund, because they charged for my whole stay in advance, which never happens. The refund is still not processed and it's be 2 weeks since I left.

Not worth the money, predatory billing, greedy to group. We stayed at this hotel as part of a very large event. The hotel was nearly full. The biggest complaint I have about this hotel is the disrespect taking advantage of guests with ridiculous fees. 1. They do not disclose a $14.xx daily resort fee on booking. (I booked directly through their hotel's website and went back and checked. Nowhere does it tell you there will be a fee.) 2. The resort fee pays for nothing. None of the amenities are available or worth a resort fee. The only thing open was the pool and it was ice cold. We couldn't use it. There were no towels available at the pool all weekend. The Stillwells restaurant and bar were both closed all weekend despite published open hours. No breakfast service was offered. It was really quite ridiculous with a nearly full hotel. 3. The hotels "services" were all cash only ONLY DURING OUR EVENT. The restaurant was cash only (if it were to ever open, but it didn't) The bar and catering they provided to our event was cash only. Here's why: They have an ATM in the lobby with an OUTRAGEOUS transaction fee, and they limit your transaction to $100 so you have to pay that fee as much as possible. Its insane and we felt incredibly taken advantage of. This all on top of paying a high price per night and the resort fee. 4. The hotel needs maintenance attention. Everything that was supposed to be mounted to the wall in our room (towel racks, curtains rods, etc.) were dangling, barely attached. The curtain for the window was pulled out of the ceiling and there were several holes where it was obviously carelessly reattached incorrectly so it will never stay. The front desk staff were uninterested. They layout of the place is really bizarre and difficult to find your way around and you almost have to walk the furthest possible distance from your car everywhere you go. The elevator from the lobby is behind stairs, so you either have to take your luggage down the stairs to get to your elevator to your room, or go all the way around the back of the huge building to go in the back door. There is an ADA elevator between the floors in the lobby but it was out of order. (Again, with the maintenance.) I probably wont stay here again, if I don't have to. The event is annual and I really appreciated the convenience of having my room nearby, but it was really ruined by the predatory pricing and fees of the hotel.

Front desk training I've been an IHG member for a long time and am a little below diamond. I paid a lot of money for two days and two rooms. The hotel is nice, but a touch antiquated. For whatever reason, IHG membership is not accepted at Holiday Inn hotels and does not provide hotel welcome amenities. When the front desk staff checked me in, I inquired about hotel welcome amenities, to which he answered, "No, we don't have amenities." All of the front desk employees except Stephanie need to receive training on how to deal with hotel guests in particular. Only Kimpton and Crowne Plaza hotels always recognize your tier and provide welcome amenities and have excellent service. On the other hand, the housekeeper, maintenance, and breakfast service attendants at the restaurant provide outstanding customer service and ensure that you are well taken care of. If I ever go back to Big Bear Lake, I'll stay in a different hotel. The money I spent here wasn't worth it, and I left feeling unsatisfied. They need to provide a great hotel experience to their guests.

Disappointing IHG experience The positives: Friendly staff. The bathroom door had an actual door, not the barn type door. The room had a fireplace, although we didn't use it. Great location by lake and village Quiet. Pet friendly. The room was pretty clean. Sauna in workout room. Fridge and microwave. The negatives: The hotel is very old. Generally the property suffers from lack of attention. Slow elevators, broken ice machines, hornet's nests above our window (we were afraid to open the window), old pool area. We expected a certain standard from an IHG hotel. Coming down our hallway with arm loads of bags because there were no carts in the lobby, it reeked of weed. The smell was faintly in our room. Big stain on one of the bath towels. Very hard mattress made it difficult to sleep. No pens or note paper in room. No in-room dining even though it says it on the website. In fact, the restaurant wasn't even open the night we checked in. When we tried to place an order for pickup the person who finally answered the phone did not speak English. The free breakfast was not good. The eggs at the holiday buffet tasted fishy. We had to call the front desk five different times before someone picked up. The coffee at the restaurant was watered down. Shoddy in-room construction repairs. Drawers didn't stay closed.

An ok hotel. This is a hotel, not a resort. There are no amenities except a pool, hot tub, and an onsite restaurant which is open for breakfast only. The grounds appear to need a little weed removal. Seems to be short staffed. Rooms are clean, but everything could use updating.