Felt like we were duped. Property listed as "Hosted by Claire," so I assumed that was an actual person. Unfortunately, it quickly became clear we were not dealing with a host as you would expect from VRBO, but instead a property management company. I received countless emails from them and had to jump through a lot of hoops to confirm and actually get access to the property. Some of this is due to the requirements of the City of Big Bear, apparently, which requires guests to do a face-to-face check in at the rental office. Super inconvenient, and had I known ahead of time, we probably would have gone elsewhere. Property was not guaranteed to be available at 4pm check in time as advertised, but instead would be "ready whenever the cleaning team got to it." Standard, basic things you don't want to have to worry about while traveling (like hand soap) were not included and were running out by the time we left. House itself is shoddily constructed and the ceiling shook and particles dropped down every time someone walked upstairs. Lacks basic things, like towel hooks. Despite having to download an app (not the VRBO one), there were no instructions on how to operate the fireplace, heat, or hot tub. Listed as safe for kids, but the wall heater was very hot to the touch and would be dangerous for a young child.