Holiday Inn Resort the Lodge at Big Bear Lake by IHG

Reviews

• DL

  Daniela Lewis

  1 day ago
  5.0
  Exceptional first impressions! We just arrived today for our first day and night, and it has been an amazing start to our stay. The check-in process was smooth, and the customer service was fantastic right from the beginning. The room is incredibly clean, warm, and cozy, offering a very comfortable lodge atmosphere. Plus, the location right next to the Village is absolutely perfect. Looking forward to the rest of our time here!
• EF

  Elsie Francis

  4 days ago
  3.0
  The hotel is within walking distance of the main streets, which is convenient. However, the rooms did not have air conditioning or even a fan, as the hotel’s reasoning was that temperatures drop at night. Unfortunately, the rooms can still become uncomfortably hot during the day. Additionally, a fire truck is parked in the rear of the hotel’s parking lot, and if your room is located in the back, as ours was, you may experience significant noise early in the morning, around 5:00–6:00 a.m. hotel restaurant was really good though. We had the chicken and waffles and would say it was delicious.
• SS

  Sophia

  Oct 2, 2026
  5.0
  I stayed here during off season. The front desk provided exceptional service. I had a few questions and request which they took care of. The room I stayed in was spacious and clean. It’s not a luxury hotel, but I really enjoyed the lodge atmosphere. I would stay here again!
• IC

  Itzhak Cherner

  Oct 1, 2026
  1.0
  Very disappointing experience. I definitely would not recommend this hotel. We had problems from the moment we checked in. My confirmed IHG reservation was for a total of $232.53, but at check-in I was given a rate of $299 before taxes and told the total would be $367.63, plus a $50 refundable deposit. I showed them my confirmation and had to spend about an hour on the phone with IHG Guest Relations to get this fixed. IHG could see that the rate had changed in the system but couldn't explain why. Eventually they restored my original $232.53 rate. Breakfast was another problem. I specifically booked a rate that said “Breakfast included.” What we actually received were vouchers with restrictions that were never explained to me when I booked. After I complained, the General Manager, Deron Lane, explained by email that the hotel has a separate “Voucher Menu” and that the $12 voucher value can be used as a credit if you order outside that menu. None of this was disclosed when I made the reservation. If “breakfast included” comes with these kinds of restrictions, that should be made clear before people book and pay for the room. The hotel eventually refunded $24 for the breakfast, but getting even that resolved took way more time than it should have. The A/C in our room also wasn't working. Instead, we were given a fan. The pool was dirty and poorly maintained. There were leaves, insects, trash, and even what looked like a piece of lime or lemon floating in the water. The water was also very cold and didn't seem to be heated, so we did not use the pool. Another thing that really surprised us was access to the elevator. The route we had to take required going down stairs before we could even get to the elevator, which is honestly crazy for a hotel. If you're traveling with a stroller, small children, or a lot of luggage, you may end up having to carry everything down the stairs just to reach the elevator. Between the incorrect room rate, breakfast issue, calls to IHG and conversations with the front desk, I spent around four hours of our family trip dealing with hotel problems instead of enjoying our vacation. And it continued after we got home. I spent weeks communicating with IHG Guest Relations and hotel management trying to get a reasonable resolution. IHG opened a case and contacted the hotel multiple times. My communication with the General Manager, Deron Lane, was also disappointing. The correspondence was not pleasant, and I never got the impression that he was genuinely interested in resolving my concerns or finding a reasonable solution. I understand that things can go wrong at a hotel. But when you have an incorrect rate at check-in, breakfast restrictions that weren't disclosed when booking, no working A/C, a dirty pool, inconvenient elevator access, and then have to spend hours trying to get everything sorted out, that's more than just one small problem. The hotel does have a great location, but honestly, that's not enough. There are plenty of other hotels nearby in just as good of a location. Next time, I would definitely stay somewhere else. --- UPDATE: The hotel responded to this review asking me to call them again. I already spent weeks trying to resolve this with both IHG Guest Relations and hotel management through multiple calls and emails. Management was already fully aware of the situation and had already made its decision. Asking me to call again and explain everything one more time is not a resolution.
• DD

  DPL

  Sep 22, 2026
  1.0
  Worst Holiday Inn stay I have ever had. September 5–7, 2026. Air conditioning was out for the entire stay. The hotel’s own website said so. Super.com did not. I found that out after I had already paid. The listing and a confirmation call both said the room had a patio/balcony. It did not. They said none were available. The toilet clogged from normal use. Nobody sent maintenance. Staff handed us a plunger and left us to fix it. We asked for a luggage cart. Nobody came. The person on the phone made a point of saying they would not bring one. After all of that I asked for late checkout. Refused because I am not an IHG member. I asked for one extra hour. Still no. I asked for a manager. I was told there was no manager on site and I had to email. I emailed the general manager on September 8. No response. Front desk was rude every time we called. Do not stay here. Book somewhere that has working AC, a manager, and staff who will plunge a toilet.

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