Big Bear Cub House | Playground | Lake access

We take guest feedback seriously, but it’s important to clarify the timeline and facts of this stay. After the first night, we proactively checked in and clearly let the guest know that if anything was needed during the stay, we were available to assist. At that time, the only concern mentioned was a possible sheet sizing issue. The guest also stated they were enjoying their stay and that the home was otherwise meeting expectations. No additional concerns were raised at any point during the reservation. The guest chose to depart one night early as bad weather was approaching. Only after returning home did they send a message requesting a refund for the unused night, along with a list of complaints that had never been mentioned during the stay. They also indicated that a negative review would be posted if a refund was not provided. We were never given the opportunity to address any of these concerns in real time. Had they been brought to our attention, we would have responded immediately, as we do for all guests. For clarity, the hot tub is professionally cleaned and serviced after every stay, the home is regularly maintained, and items such as cookware and the ping pong table are in working condition (the net is removable and easily reattached if needed). We stand by the condition of our home and the level of service we provide.