Walk to ski resort: Indoor Jacuzzi, Sauna, Huge Game Room

I’m glad you enjoyed your stay. I apologize for the issue with the spa. I wish you would have informed us while we are there so we could’ve sent somebody over there to repair it for you. The spa had a leak which has now been fixed.

We have hosted hundreds of guest and a vast majority of them are respectable and considerate. Once in a while we get a guest that is truly unpleasant, unethical, and trying the scam the system. We chemically shock the Jacuzzi after every guest stay. When Gurgen arrived, he complained that the water was cloudy and was unsatisfied. We offered to have our service people come and drain and refill it with fresh water or have him do it and give him a credit (which was more than what we pay our people to do it). He chose to do it and I walked him through the process which is pretty simple and is about 15 mins of work. After the stay he demanded triple the amount that we had agreed to for the credit. When I told him that I would only credit him the originally agreed amount, he threaten to post a negative review. I informed him that we would not be extorted. None of the other things he mentioned were ever brought up until after we refused to pay his extortion. When we followed up during his stay he said everything was “great”. Before his stay, he contacted me and asked if he could have an early check in. I informed him we would not be able to, because it was over the holidays and we had guest checking out before his arrival that day. He continued to plead with me telling me that it was his friend’s birthday and how important it was to him to have an early check in so they could setup a surprise party. I pulled some favors with our cleaners and put in a considerable amount of effort to coordinate with our previous guest so that we started cleaning the house immediately after they checked out and was able to give him an early check-in which we did not charge him for. To complain because the cleaners missed sweeping the corner of the mud room and calling the house filthy after all the efforts they took to get him in early seems very disingenuous. Also, when the guest checked out, he left the Jacuzzi dirtier than when he arrived. If he felt the condition of the Jacuzzi was unacceptable, did he think it would be ok for our next guest?

It is very unfortunate that people feel they need to leave a negative review when any of the deposits are keep. NONE of these complaints were voice until AFTER we had the house inspected and found some issues. I would like to address some of the items that the guest brought up: 1) The carpet in the front living room area was only about 5 years old and they were cleaned on a regular basis; however, we made the mistake of installing a light color carpet so every stain was visible. The carpet has since been replaced with new carpet. 2) Not many home in Big Bear have air conditioning. Unfortunately, the guest came up during a very unusually hot weekend for Big Bear. We cannot control the weather. We did purchase and evaporative cooler for guests to use on those rare hot days. 3) Many places will automatically include a hot tub cleaning fee. We chose not to charge an additional hot tub cleaning fee, unless the Jacuzzi was left so dirty that the only option was to drain and sanitize it. Under normal usage, we should be able to shock and chemically treat the water so that it is clean for the next guest and there is no extra charge. 4) The house is located in a forest so there are a lot of critters roaming around. We found a small hole in one of the walls that they were getting through. It has been plugged up.