Chateau Big Bear Boutique Hotel, BW Signature Collection

Reviews

• JR

  Jake Rose

  5 days ago
  4.0
  They now charge $20 per night to park. When I checked in it was 22 degrees and snowing. The front desk clerk told me with a straight face, that I could park downtown for free, and that it would be a 2 mile walk back to the hotel. Rooms are nice, vibe is retro and fun.
• PT

  Pedro Tapia

  6 days ago
  1.0
  Our room #18 next to the game room/ jacuzzi has a water leak. Carpet was completely wet between bed and restroom wall. Reported the issue to staff immediately after noticing the problem. Apparently they were fully booked and couldn’t help us move rooms that day. Didn’t offer to bring towels or anything to accommodate the problem. We stayed out all next day because the front desk said they’ll reach out if anything becomes available. They didn’t reach out, my wife complained and eventually they put us in a smaller room #202. Fireplace wasn’t working, apparently there’s no maintenance in the building after 5 pm. We have a 3 and 4 year old, they fight and cry like toddlers do. The neighbors didn’t like that so they banged on the wall very loud. Front desk called saying our kids were being noisy. Overall it was a mistake thinking the hotel would help to accommodate our family.
• CF

  Carolyn Frame

  Feb 25, 2026
  5.0
  My husband and I recently stayed in Big Bear, and I want to recognize & commend Sherri Hoffman, General Manager of the Best Western Chateau Big Bear Lake, for the truly exceptional leadership & service she demonstrated during a recent severe winter storm that caused a complete power outage at the property. On the morning of our scheduled arrival, Feb 18, 2026, several telephone poles had gone down due to high winds and snow, leaving the hotel without electricity or functioning phone lines. Rather than waiting for arriving guests to discover the situation on their own, Ms. Hoffman took the initiative to personally contact us using her own cell phone to inform us of the outage & provide a transparent update on conditions. She felt it was important that we have accurate information before making the drive up the mountain — and that level of foresight & care immediately stood out. Even more impressive, since the phone lines were down, she provided us with her personal phone number so we could reach her directly for updates throughout the day. We contacted her into the evening hours, well beyond what I would imagine would have been the end of a long & stressful workday —where she promptly & graciously confirmed that although the phone lines were still down, the electricity had been restored. Because of her diligence & clear communication, we were able to confidently make the decision to head up the mountain that evening. In today’s world, it is rare to encounter someone who takes such ownership, initiative & personal responsibility for guests experience. Not only is this hotel in a perfect location for a great Big Bear experience, we truly felt that our comfort was a to priority of theirs!
• LS

  Lecia Sandoval

  Feb 23, 2026
  5.0
  Our first impression of the room was great — it felt modern, cozy, and very clean. The fireplace was a nice touch, and the beds were incredibly comfortable (my teenage son wouldn’t stop talking about them!). The bathroom was fine overall. Breakfast had plenty of good options, even though the waffle/pancake maker wasn’t working. We also appreciated the complimentary window scraper at check-in, which doubled as a parking pass and a useful souvenir. The only downsides were some tape on the patio window that looked out of place and thin walls — we could hear the person next door snoring. Overall, though, we enjoyed our stay.
• DM

  Dana Morrison

  Feb 14, 2026
  1.0
  The are not accommodating and only want to get every penny put of potential guests. They try offer solutions or help people they just want money for cancelations even if the mountain is shutting down for bad weather and I guarantee they will make double on the room by selling it to someone else. Disgusting behavior for a business, typical of local businesses ripping off the "tourists" avoid at all costs and book somewhere else!

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