We had the worst experience at this lodge last night. We were attending Puppotopia in Big bear for our puppy and booked a room for a night at this place, as we live 2 hours away in Castaic!
After checking in, we realized how small the ac unit was and how it wasn’t really cooling the room but we were only there for the night so we decided to suck it up and just follow through. From 7 pm to 10 pm, the unit above us kept making lots of noises and it was like so loud, felt like they were moving furniture and dribbling basketballs. My husband went to notify the front desk as there is no phone in this lodge … the lady upfront said she will check out what is going on upstairs but not sure if she did anything because noises didn’t stop.
Then to make things worse, the roof started leaking. We didn’t notice but when we checked in, there must have been a hole in the ceiling and around 1030 pm, water was dripping on the bed. My husband went again to the front desk, in hopes someone could come take a look and maybe move us to a diff cottage… do anything… but the lady upfront suggested ‘oh just move your bed’… she had no empathy, she didn’t have the decency to apologize or even try to help us. We asked if we could get a refund as now we will need to leave here, in the middle of the night and drive home which is 2 hours away. Her response was I am not authorized and thats it. No recommendations, no understanding of what was happening and no customer service whatsoever… worst experience!