I do not recommend this place if you are of the younger generations. I am a 26-year-old teacher and was treated like a twelve-year-old child by the owners of this establishment. They were rude and untrusting. When I stay somewhere I take better care of it than I do my own place even though I'm on vacation. They took one look at us and automatically thought we were two young kids in Big Bear who were there to party and don't have respect for anyone else. Their judgments were completely wrong.
Here's my story:
My boyfriend and I go up to Big Bear quite frequently. He grew up there and has places he likes to stay. I like to try new places so for his birthday he agreed to let me find a place. I searched on Orbitz and read reviews of several places and Cozy Hollow seemed like a nice place to stay. I gave them bonus point for having separate cabins that are decently priced in comparison (cost was a big factor for this trip). When we got there the wife of the owner greeted us. She was decent towards us, but when we asked to see the cabin first before paying she refused and persisted that we would be happy with it and it was their most popular one bedroom jacuzzi cabin. We paid for the 3 nights, received our keys, and proceeded to our cabin. It was adorable from the outside and at first when we opened the door it was cozy. Once we got all of our belongings inside we realized that it had a definite slope to the back corned of it by the bathroom. After some time in there we were even more aware of how off balanced the cabin was, however we knew their policy of no refunds or forgoing the first night's fee so we decided to stay and make the best of it. That night my boyfriend had a horrible time sleeping in the bed because he felt like he was sliding off of it slowly but surely. He ended up sleeping on the floor with his feet facing the downward direction of the slope. He didn't want to say anything because he didn't want to complain, but I felt it necessary. I went into to office and talked with the owner explaining how our night had gone. I recognized his policy and simply asked if we could switch cabins. He was extremely rude and persisted that Cabin #9 only slopes about 3 inches in the bathroom. I told him I disagreed and could feel the slope from everywhere in the cabin. I had even taken a can of tea and placed it in multiple areas in the cabin and watched it roll towards the slope in every instance. He finally agreed to let me see another cabin, however it didn't have a jacuzzi. I was fine with that and never even asked for a rate change to switch to a cheaper rated cabin. When he walked me in to the other cabin his first comment was to ask me if I wanted him to get a level to check it. I told him I guess it would be fine because I was not in a financial position to give up the money and go somewhere else, but that I was unhappy with the way we had been treated and I didn't care for the attitude and arguing. He then basically told me that he didn't want unhappy guests so I could go back to my cabin, pack up, and he would refund us for Saturday and Sunday. He said it though like he was kicking us out. I ran back to the cabin crying because I hate confrontation and we packed up our things and left.
Here's a word of advice - if you are an owner of a customer service related establishment you should treat your customers/guests with the utmost respect unless they give you some reason to treat them differently.
We never once did anything to the owners or their business that should have caused them to treat us the way they did. We were polite the entire time and kept their cabin completely clean - we never even used the jacuzzi tub that we paid extra for to be in that cabin.
- Official Description (provided by the hotel):
- Nestled under the majestic pine trees located in scenic Big Bear Lake, California, we offer warm, cozy Big Bear Cabins. We are centrally located in Big Bear Lake just around the corner from the Village, and just down the hill from Alpine Water Slide. We are walking distance to the lake, Big Bear Village and just a few minutes from the ski resorts and many hiking/biking trails. Come stay in one of our Rustic Cabins and enjoy the wonders of Big Bear Valley, an all season resort. Whether you want to hike, bike, fish, boat, ski, snowboard, or just relax... let us help you plan your mountain getaway. Winter at Big Bear Lake is Here. Come enjoy one of our rustic Big Bear Cabins from studios to family cabins. ... more less
- Reservation Options:
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- Also Known As:
- Cozy Hollow Hotel Big Bear Lake