Mansion w/Amazing Views, Indoor Spa, Movie Theater, Pool Table

Greg, I'm so glad that you enjoyed your stay! Thank you for taking such great care of our house and for writing a review. You were wonderful guests and are welcome back anytime. Thank you, Travis

Tom, Thank you for taking such great care of our home and for taking the time to write a review. I'm so glad you and your family enjoyed your stay at our chalet! Sorry we couldn't get the cable TV issue worked out during your stay. It ended up requiring a service call from the cable company to fix the problem, but it's working great now. If you plan any other trips to Big Bear, please keep our home in mind. You're welcome back anytime! Thanks, Travis

Christie and her group took good care of our home, and we greatly appreciate that! We also appreciate the kind words she says about how amazing of a house this is. Unfortunately, she did encounter some "issues" during her stay, which I was extremely responsive in handling. When she called to say that the 6 double sized rolls of toilet paper wouldn't be enough for her 3 night stay, I had my housekeeper give her more. When she called to say the spa wasn't heating, I had a repairman there within an hour to show her how to use it. (At the time we had separate switches for the spa jets and heat, but now both are controlled by one switch to avoid any confusion for future guests.) When she called to say the kitchen faucet was broken (actually the handle was just loose but still completely operable), I had my house manager there at 9:30pm to tighten it for her. And when she called to blame me for her cinnamon rolls not cooking evenly because the microwave was missing the rotating plate (someone had placed it in the cupboard directly above the microwave), I knew she was going to be one difficult guest to please, but that still didn't stop me from trying. When she called to complain about one of the bathroom soap dispensers being empty, I had hand soap delivered to the house. When she call to complain about no ice in the ice maker, I had ice delivered to her. I'm not really not sure what she means when she says I tried to get a repair person there but couldn't. I had multiple people make a half dozen trips to the house during her 3 night stay to try and accommodate each and every "issue" she had. So for her to give us only 2 stars does seem a bit harsh. This isn't just a vacation rental for us, it is our second home that we absolutely cherish. We stay there often, and quite literally spend half of our time there doing projects and maintenance to ensure our guests have a carefree experience. On the off chance that an unexpected issue does present itself, you can rest assured that we will do everything we can to resolve it right away.

So much of this review is completely inaccurate. Clearly all the roads to Big Bear were not closed, evidenced by the fact that you made it up there. In fact, you texted me saying "we have chains and 4WD cars so we should be good". I was out of the country but I was not unreachable and neither was my house manager. You texted me at 9:08am and I responded at 11:24am, only 76 minutes later and I continued to answer your other messages in a timely manner. You were also in touch with my house manager the entire time. The kitchen is very well stocked with every pot, pan, appliance, utensil, etc that a person could possibly need. There are basic spices, but I don't put in my listing that I stock cooking oil or anything else. And I sent you a message before your stay saying exactly that, so you could bring those things. Lastly, I had my snow plow guy scheduled to clear the driveway for you, but for some strange reason, you hired your own plow that arrived before mine, leaving my snow plow guy wondering how it already got done. I offered to reimburse you the cost of what I pay my snow plow guy, since I would have paid that anyway, but you said that wasn't good enough. I also let you stay for hours past the check out time so you didn't have to rush. I'm sorry you were disappointed with some things, but how about mentioning all the great things about the house instead of just making up inaccuracies to complain about?!