Owner's Response: Thank you for taking the time to write a review. Big Bear Vacations values reviews as an opportunity to give a voice to our Guests. You are important to us. I want you to know I have forwarded your review to our Team and we will use it to improve - as we are always striving for greater excellence. Please note the following as it is explained very clearly the moment you book in the Contract that you Signed -- and is our process: On Page 1: Check-in is anytime AFTER 4 PM. Holiday check-in starts at 4 PM and Holiday Check-out is 10 AM. There is no After Hours Check-in ***Guests MUST Check-in during Office Hours.*** Check out is at 10 AM. To request a late check out you must call our office between 8 - 9 AM on departure date. Another Citing in the Contract in reference to Check in/out: CHECK IN POLICY Check in is normally any time after 4 PM. Check in time during major holiday periods is any time after 4 PM. LATE CHECK OUT POLICY Check out is normally 10:00 AM. Check out time during major holiday periods is 10 AM. Late check outs are not permitted unless previously authorized by Big Bear Vacations. In order to get approved for a late check out, you MUST call the office between 8:00 am and 9:00 am on the day of departure to verify the property will be available for a late check out. Prices for late check out are: 10:00am to 1:00pm = $25.00 +TAX 1:00pm to 3:00pm = $50.00 +TAX In closing: Of course at 4 p.m. there can be a line as many Guests are arriving at the time. Regarding the cleanliness concerns -- I am very happy you were refunded as that is very far from our standard. We hope you have many happy future adventures in Big Bear.