Owner's Response: Our family has been renting our cabin for 4 years, this is our first complaint. We value our guests very much and do everything we can to make their stay enjoyable. We handled this complaint promptly and professionally. The renter did reserve our cabin the same day she was to arrive. During the busy holiday season, scheduling same day cleaning is difficult. The cleaning service assured me the cabin would be cleaned. Unfortunately, they never showed up. They offered to come late, but renter refused. We were at the cabin the night before and washed all of the linens and straightened up the cabin. The bathrooms and kitchen still needed cleaning and beds were unmade. We were very upset and took full responsibility. We immediately contacted the renters and offered a full night refund. Unfortunately, the more we tried to accommodate the renter, the more she complained. Some statements in her review were not true. We were there the night before and we observed our cabin very carefully, no broken glass. We have been renting our cabin to much larger parties, and have never had a problem with hot water. In cold locations, many cabins have a limited amount of hot water in the tank, and sometimes have to wait in between multiple showers. The wait time is not long. She did contact us several times her first night, I personally helped her and was very accommodating. I took a small break from my cell phone to go to dinner with my kids who were visiting us for Christmas. As soon as we returned we responded to her complaint about the water. Snowplow can be tricky in Big Bear, especially in upper neighborhoods, such as Moonridge. We do have our driveway cleared before renters arrive. However, if it is snowing during the stay, we are at the mercy of the city and we have to hire a private company, which is limited. All cabin owners in Big Bear do our best to keep driveways clean. The Upper Moonridge area of Big Bear is a very popular area due to its location. The windy roads should not be a problem if you have chains or 4-wheel drive. Our guests have never had a problem in getting to the cabin. In summary, we apologized several times to the renter for an unfortunate start to her vacation. We did everything possible to accommodate her during her stay. Our cabin is a great place if you want a place for your kids to play in the snow, close to ski lifts but away from the crowds, a cozy cabin with a view. Please read past reviews for other renter’s experiences. Thank you.