Holiday Inn Resort the Lodge at Big Bear Lake by IHG

Reviews

• CM

  Christina Crow - Montano

  2 days ago
  3.0
  We had stayed at this place years ago and loved the location and all the extras. This time was disappointing and made me question if I’ll stay here again. The service was okay, check in was chaotic a long line waiting out the door! Place had no air conditioning, the carpet in the hallway way old and wearing badly, the room wasn’t properly stocked for 2 people…. Couldn’t get the front desk to answer the phone when we called to see about getting a fan! The pool was unusable at 9 pm - way too early considering we didn’t get into our room until after 4 since check in time is 3pm and the line was out door. Added note we thought we’d try checking in early before going into the village, and they wouldn’t let us do that. Front desk was very rude about it, like we were asking so much. We didn’t expect to get the room, just were wanting to check in before going to eat. Felt that was ridiculous they wouldn’t allow that! But on an added plus note, the bed was comfortable, the room was clean, had plenty of soap and hair products, nice fireplace which we didn’t need in June, seemed to be there was no security, doors that normally require keys to enter were left wide open and I noticed suspicious characters wandering the parking lot which didn’t give me much sense of security! Just something you’d think a hotel ran by a major chain like Holiday Inn would assure their guests have security.
• JR

  Joe Ronge

  4 days ago
  5.0
  Got the absolute best experience here at the biggest hotel in town. Walked in, no reservation...and got the presidential treatment with a nice smile kind words. Also... Joe Ronge for President #2028 Author of §tuff -+ Thing§ #usamotorcycleescorts #321go
• JT

  Julian Turner

  Jun 21, 2026
  3.0
  The hotel was clean and and the staff were friendly and helpful. Although the AC is currently being updated, the mountain was plenty cool enough and was not a problem. The main issue with this hotel is it is very dated and badly in need of modernization. Our shower faucet was almost hanging off and pretty difficult to operate, kind of inexcusable that it hasn't been replaced as they 💯 must be aware of it. But, overall a good stay, but if the modernization doesn't happen soon this place will continue to deteriorate.
• TS

  Tim Stevens

  Jun 16, 2026
  1.0
  I had a bad check-in experience. I pulled into the hotel on a Monday at noon and asked for an early-check-in so I could take a shower and freshen up for a meeting. It should be noted the parking lot was empty, so it's not like they were booked solid the night before. Without looking up, she said, "Check-in is at 3pm, there are no exceptions." I said I'd be glad to change rooms to one that might be ready earlier. Again, without looking up, "Check-in is at 3pm." I said, "So you are saying no one can ever check-in for any reason before 3pm." And she replied, "There are no exceptions." I would have been fine with "oh I'm so sorry sir, we don't have any rooms clean yet." But there was zero customer service and zero empathy. I'm Diamond Elite with IHG so texted my customer service line, and they were extremely apologetic. They tried to call the hotel for 15-20 minutes and finally texted me back and said the hotel wouldn't answer their call. When I finally got to the room, it was 85-degrees in the room with a very small A/C unit in the wall, I turned it on immediately and 6 hours later when I went to bed it was 82-degrees. The front desk sent up a fan which I turned on all night. By morning it was down to 77-degrees in the room. I need to say that the guy who was behind the desk in the afternoon and evening was AMAZING. Quite the opposite of the morning woman. I will not be staying here again, and am seriously considering not returning to IHG.
• TK

  Tracey Kellerson

  Jun 8, 2026
  5.0
  **WE WILL BE RETURNING!** Wow this is a beautiful hotel! From the moment you walk in, you're surrounded by gorgeous log wood accents throughout the property, which really gives you that authentic mountain-lodge feel. One thing to note is that there is no air conditioning. However, since this is a mountain destination, most hotels and homes in the area don't have AC, so it wasn't an issue for us at all. I was honestly hesitant to book because of some of the negative reviews, but after our stay, I have to wonder if those guests were just extremely picky. My family absolutely loved our time here, and my toddlers had a great experience as well. We will definitely be returning. The only downside of our stay was our check-in experience with Debra. Unfortunately, she had a very poor attitude and was not welcoming or pleasant. Since she was our first interaction upon arrival, it left a disappointing first impression. I would encourage management to address how she interacts with guests or consider placing her in a different role, as front desk hospitality does not seem to be her strength. Thankfully, later that day we met Anthony, who was delightful. While he could benefit from a little more training to improve efficiency, he was kind, friendly, and provided a much better guest experience. At checkout, we had the pleasure of speaking with Anna, who was also wonderful. She provided great recommendations for breakfast spots and even suggested e-bike rentals in the area. Her friendliness and helpfulness were greatly appreciated. Overall, our experience was amazing. The rooms were wonderful, the atmosphere was exactly what we were looking for, and my family thoroughly enjoyed our stay. The only other suggestion I would make is to give the pool area a little attention and touch-up maintenance. Management, please look into Debra's attitude. I noticed other reviews mentioning similar experiences, and unfortunately, they were accurate. She has the potential to negatively impact an otherwise fantastic hotel experience. Other than that, we loved our stay and look forward to coming back!

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