Holiday Inn Resort The Lodge at Big Bear Lake by IHG♡

Very disappointing experience, especially for a family traveling with children.

2.0

Very disappointing experience, especially for a family traveling with children. We reserved two rooms for two adults and four children for July 14–16. We even called the hotel before arriving to confirm that our rooms would be next to each other, but no one mentioned that the A/C was not working. When we arrived before 7 p.m., we were told the A/C was out and that we could use fans and open the doors. Our assigned rooms had no windows!!! One room had only a regular exterior door with no screen, on the ground floor. We were expected to leave that door open for ventilation, which was obviously not a safe option while sleeping with children. We asked to be moved, but were told there were no other clean rooms available. Unfortunately, the front desk representative showed very little concern and made no meaningful effort to help us find another solution. We contacted Booking.com while still at the hotel, and they confirmed the situation directly with the property. We were told we would receive a refund, so we left and paid for another hotel. What makes this even more frustrating is that the hotel’s own website now states that the A/C is out of service and tells guests that “windows in the rooms can be opened.” Our rooms did not have windows that could be opened. We are now being told that the hotel is refusing to authorize our refund. We did not change our minds or simply cancel, we arrived ready to stay, but the hotel could not provide suitable rooms or move us to alternatives. I have also repeatedly tried to speak with hotel management and have been unable to reach a manager. I hope Holiday Inn/IHG management reviews how this situation was handled and does the right thing by issuing a full refund.

Ac wasn’t working they gave us fans but was loud didn’t really get to sleep comfortably

5.0

Location

− Ac wasn’t working

Do not recommend to anyone!!

1.0

− We had a very disappointing experience and were not able to stay at this hotel. When we arrived, we were told the AC was not working, but we were reassured that we could open the balcony door and get fresh air. Unfortunately, when we got to the room, the balcony opened to a wall, and we could not leave the door open because the balcony was filthy and clearly had not been cleaned. The facilities had a bad smell, and the room itself felt stuffy, hot, and smelly. It was not comfortable or acceptable for a stay, so we had to leave and transfer to another hotel. While we were still at the hotel, the other mom who was with me and also paid for the reservation went to the front desk to speak with Kyle and try to find a solution. She was simply asking if there was another option, maybe a different room or some other way to make the situation work. Unfortunately, Kyle was very rude to her, dismissed her concerns, and was unwilling to help resolve the problem. We left the hotel in a calm and respectful way because we simply could not stay there in that heat. Later, we realized her daughter had left a teddy bear in the room, so we called the hotel. Kyle answered and again was not willing to help us. He told us we would have to wait until the next morning, even though her daughter was very upset and could not sleep all night without it. What made the situation even more frustrating is that Booking.com did not properly take care of the issue after telling me they would. Because of this, I ended up stuck paying for two different hotels. This was a very disappointing experience. The hotel did not meet the expectations listed online, and the way the situation was handled made it even worse.

Don't stay here, no HVAC for many months with no repair in sight

2.0

Avoid staying here. The HVAC system has been inoperable since at least April 2026 by other reviews. There is no advanced notice. No screens on the windows or sliding doors. Hot and stuffy. Fans are supplied which are big and really loud. We were on the ground floor and thought that maybe moving up would allow us to open windows for cooling (no screens). Staff said that it would be even hotter. This hotel fails to meet the IHG habitability amenities. Pool and spa closed as well.

Guest review

1.0

Location

− No air-conditioning no hot water

We had a great stay

8.0

Perfect location

− The air conditioning was out