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Reviews of Best Western Big Bear Chateau

3.5 out of 5
Best Western Big Bear Chateau
42200 Moon Ridge Rd, Big Bear Lake, CA

Reviews

8.6

Excellent

Rating 10 - Excellent. 552 out of 1001 reviews" "
Rating 8 - Good. 268 out of 1001 reviews" "
Rating 6 - Okay. 88 out of 1001 reviews" "
Rating 4 - Poor. 44 out of 1001 reviews" "
Rating 2 - Terrible. 49 out of 1001 reviews" "

8.8/10

Cleanliness

8.8/10

Staff & service

8.2/10

Amenities

8.2/10

Property conditions & facilities

8.4/10

Eco-friendliness

Reviews

2/10 Terrible

maria rebecca

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It was traumatic for me & my kids. The toilet overflowed with water nonstop the whole bathroom including the carpet next to the bed , called emergency no. only the Receptionist lady came , no maintenance present at the facility at that day , i was asking the plunger from the Receptionist who ran into our room , and i had to do the plunger myself so that the water will stop overflowing from the toilet & we're really so terrified , i had to do it because the Receptionist was holding her cellphone while doing the plunging , couldn't imagine that bad experience on our stay here .First time in my whole life experienced it , after the incident the Receptionist moved us to anorther room .
Stayed 1 night in Apr 2024
Response from Sherri H/ G. M. on Apr 24, 2024
We apologize for any inconvenience during your stay and will be sure to follow through on your comments with our maintenance department. This was an unfortunate situation.Thank you again for your feedback and we welcome you back to our hotel to soon as we move to provide a new level of service and comfort

10/10 Excellent

Ken

Traveled with family
Liked: Cleanliness, property conditions & facilities
Nice, friendly, convenient at a fair price.
Stayed 2 nights in Apr 2024

8/10 Good

Yvan

Traveled with family
Liked: Cleanliness, staff & service
fun hotel next to big bear. definitely would recommend going for the price, very kid friendly with ping pong, air hockey and a swimming pool. breakfast was okay, but free food is always welcome. staff was very nice and helpful. pool is closed in winter. smart tv in my room with netflix so that’s a massive plus. double queen room is a bit cramped. overall clean hotel with a fun atmosphere, many activities for people of all ages, quiet, fun staff and breakfast.
Stayed 1 night in Apr 2024
Response from Sherri H/ G. M. on Apr 24, 2024
We are pleased that you enjoyed your overall stay and have met your expectations. We welcome you back as we continue to provide a new level of service and comfort

10/10 Excellent

Ivan

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024

10/10 Excellent

Ken

Liked: Cleanliness, staff & service, property conditions & facilities
great stay at the chateau
Stayed 1 night in Apr 2024

10/10 Excellent

WAYNE, Corona

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024

10/10 Excellent

Victor

Liked: Cleanliness, staff & service, property conditions & facilities
Nice property, free breakfast is good
Stayed 5 nights in Apr 2024

10/10 Excellent

Marie

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities
A very interesting Best Western. A mix between a typical BW, but with chandeliers, a piano in the lobby, and unique artwork. Clean rooms and a nice staff. I’d stay there again.
Stayed 1 night in Feb 2024

10/10 Excellent

Berkin

Liked: Cleanliness, staff & service, property conditions & facilities
Good stay, nothing extraordinary nothing disappointing
Stayed 1 night in Apr 2024

10/10 Excellent

andrew, Rolling Hills Estates

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
A very good hotel in Big Bear lake.
Stayed 1 night in Mar 2024

10/10 Excellent

Iris

Stayed 1 night in Mar 2024

10/10 Excellent

LISA

Stayed 2 nights in Mar 2024

10/10 Excellent

cyrus

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very convenient and friendly place
Stayed 1 night in Mar 2024
Response from Sherri H/ G. M. on Mar 31, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon as we move towards providing a new level of comfort and service.

10/10 Excellent

Nealie

The Staff was Extremely helpful and professional, I love the complementary breakfast, I love that parking is included with the stay and there are plenty of spots, the location is fantastic and that’s why I’ve been coming back every year for the last 14 years!!
Stayed 3 nights in Mar 2024
Response from Sherri H/ G. M. on Mar 31, 2024
Thank you for your review. We appreciate your many years of support and are pleased that we met your expectations and provided superior guest care and services. We welcome you back soon

6/10 Okay

lupe, norwalk

Traveled with partner
I wish housekeeping was automatic and not upon request. Also, the restaurant/bar area needs to be a bit more inviting. The tv was not working. The location was good/central.
Stayed 2 nights in Mar 2024
Response from Sherri H/ G. M. on Mar 25, 2024
Thank you for your review and we appreciate your comments to us improve . We are planning some improvements to the bar later this year and also the breakfast lobby area as well. We welcome you back as we continue to provide a new level of comfort and service

2/10 Terrible

Wendy

Traveled with family
Disliked: Cleanliness, property conditions & facilities
It is a very run down hotel, the carpets are so dirty it was so gross, I was looking for an outlet and looked behind the bed and oh my !! you can tell they never clean . and the hotel has haunted mansion vibes .
Stayed 1 night in Mar 2024
Response from Sherri H/ G. M. on Mar 25, 2024
Thank you for your review. The new owner's have started to remodel rooms last year and will continue later this year to finish as time permits. We have plans to put in new carpet in the hallways and doing some upgrades to the bar/lounge area, and lobby breakfast as well. We want to welcome you back later and the year to see our new level of comfort and service.

2/10 Terrible

Nina

Disliked: Property conditions & facilities
Stayed 3 nights in Mar 2024
Response from Sherri H/ G. M. on Mar 24, 2024
I welcome you to call me personally to discuss your stay as you do not have appeared to left any information in your review .

8/10 Good

Priyanka

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great very nice and quiet
Stayed 1 night in Mar 2024

10/10 Excellent

Dale

Stayed 1 night in Mar 2024

10/10 Excellent

David

Liked: Property conditions & facilities
Good stay
Stayed 1 night in Mar 2024

10/10 Excellent

Jennifer

Traveled with family and small children, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
My family had a great experience. We enjoyed the gym, game room, and hot tub. The room was on the small side but we had space for our luggage. The restaurant on site served tasty good portioned meals and the included breakfast was amazing, although it doesn’t open before 7am.
Stayed 1 night in Mar 2024

10/10 Excellent

Eric

Liked: Cleanliness, staff & service, property conditions & facilities
I feel safe and comfortable.
Stayed 2 nights in Mar 2024
Response from penny on Mar 13, 2024
Thank you for your review so glad you were comfortable staying with us look forward to seeing you again

6/10 Okay

Tommaso

Liked: Cleanliness, staff & service
The property was fine. The staff was kind and attentive. However, the AC/heating was INCREDIBLY noisy. It turned on and woke my up in the middle of the night. I had to turn it off. It sounds like having a helicopter in your room. That is not acceptable. Also the quality of the breakfast was generally poor, mediocre food at best. I paid $400 for a night and I expected more.
Stayed 1 night in Feb 2024
Response from Sherri H/ G. M. on Feb 26, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We apologize for any inconvenience during your stay and will be sure to follow through on your comments with our maintenance department. We will also forward your comments Thank you again for your feedback and we welcome you back to our hotel to soon as we move towards providing a new level of comfort and service.to the breakfast staff.

2/10 Terrible

JINFENG

Disliked: Staff & service
Stayed 1 night in Feb 2024
Response from Sherri H/ G. M. on Feb 22, 2024
We strive every day to provide a superior customer experience and I am reviewing your comments with our team members. Thank you again for your feedback which will help improve procedures and practices to better serve you in the future.On behalf of our entire team, I would like to apologize for not exceeding your expectations. We welcome you back to our hotel soon as we move towards providing a new level of comfort and service .

10/10 Excellent

samantha

Stayed 1 night in Feb 2024
Response from Sherri H/ G. M. on Mar 24, 2024
Thank you for taking the time to give us a review. We are pleased you enjoyed your stay and welcome you back as we continue to provide a new level of comfort and service

6/10 Okay

Marco

Stayed 2 nights in Feb 2024
Response from Sherri H/ G. M. on Feb 22, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon as we move towards providing a new level of comfort and service.

8/10 Good

Don

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Sherri H/ G. M. on Feb 29, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon as we move towards providing a new level of comfort and service

10/10 Excellent

Devan

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great property, good breakfast, easy and friendly staff.
Stayed 2 nights in Feb 2024
Response from Sherri H/ G. M. on Feb 26, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon as we move towards providing a new level of comfort and service.

4/10 Poor

Iftikhar

Traveled with family and small children
I booked a double queen bed room but it was told there was a mistake and it is not available so after waiting for about half an hour I was given a king bed room. My elder kid had to sleep on the floor 😞
Stayed 2 nights in Feb 2024
Response from Sherri H/ G. M. on Feb 18, 2024
Thank you for taking the time to give a review. We do sincerely apologize for any inconvenience that you experienced during your stay. We will talk to the front desk and find out what happened to cause this room type unavailability. We hope to have you come back so we can provide a new level of comfort and service.

10/10 Excellent

diana

THE LOBBY IS BEAUTIFUL, THE ROOMS ARE HOME VIBES, AND THE BREAKFAST >>>> BEST BANG FOR YOUR BUCK FOR SUREEEE AT BIG BEAR, MAY THEY NEVER INCREASE THEIR RATES (FINGERS CROSSED) BECAUSE I WILL BE COMING BACK HERE FOR THE REST OF MY LIFE (: and btw i never leave reviews soooooooo believe me
Stayed 1 night in Feb 2024
Response from Sherri H/ G. M. on Feb 18, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon as we move towards providing a new level of comfort and service

10/10 Excellent

Frank

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Feb 2024
Response from Sherri H/ G. M. on Feb 29, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon as we move towards providing a new level of comfort and service

6/10 Okay

Terra

Stayed 1 night in Feb 2024

6/10 Okay

Donovan

Traveled with partner
Liked: Staff & service
Disliked: Property conditions & facilities
Hotel rooms need updated usb plugs. Waters should be given to the guests upon arrival and in the rooms. Having a disability chair in the shower should be upon request and not in the shower when not needed. The shower head was hanging out of a 5 inch diameter hole. Breakfast is subpar.
Stayed 1 night in Feb 2024
Response from Sherri H/ G. M. on Feb 13, 2024
Thank you for taking the time review our property. ADA guidelines require us to follow certain laws. We have some rooms that still need to be remodeled and these upgrades will include more usb plugs . Thank you for your suggestions and we hope to see you again as we continue to provide a new level of comfort and service.

6/10 Okay

SOFIA

Stayed 1 night in Feb 2024
Response from Sherri H/ G. M. on Mar 31, 2024
Thank you for your review and letting us know how we are doing.

6/10 Okay

Michael, Valencia

Traveled with group
Liked: Cleanliness, staff & service
There is no common area to gather with friends or hang out during the weekdays. They close the bar area, which looks like a cafeteria. They should place couches tables and a fireplace in the bar to make it like a lodge. Leave it open 24/7 to sit. Had to play cards with friends in the room and supply are own drinks as it snowed.
Stayed 2 nights in Jan 2024
Response from Sherri H/ G. M. on Feb 7, 2024
Hi Michael,We are sorry to hear that your expectations were not met . The new owners are working tirelessly to improve our property to better serve all of our guests. From new beds and room decor, a more convenient but still delicious breakfast and new heating /air conditioning (to name just a few of the upgrades that have been completed), they are making many improvements as time allows. We welcome you back to our hotel soon as we move towards providing a new level of comfort and service. Thank you again for taking the time to complete the survey and we appreciate your loyalty to our brand. Thank you for taking the time to give us a review .

10/10 Excellent

guadalupe, san pedro residencial

Liked: Amenities
Great
Stayed 3 nights in Feb 2024
Response from Sherri H/ G. M. on Mar 6, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon as we move towards providing a new level of comfort and service.

10/10 Excellent

James

Stayed 1 night in Jan 2024
Response from Sherri H/ G. M. on Mar 25, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon as we move towards providing a new level of comfort and service.

8/10 Good

Patricia

Stayed 1 night in Jan 2024
Response from Sherri H/ G. M. on Mar 25, 2024
We are pleased that you enjoyed your overall stay and thank you for your review . We hope to see you again in the new future as we prepare to provide a new level of luxury comfort and service.

10/10 Excellent

TOMER

Traveled with family and small children
Liked: Cleanliness, staff & service
It was close to the trails and fit what I needed personally 100 percent.
Stayed 2 nights in Jan 2024
Response from penny on Jan 24, 2024
thank you for your review so glad to read you enjoyed your stay with us

10/10 Excellent

JOSE

Liked: Cleanliness
Stayed 1 night in Jan 2024

8/10 Good

Lara

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Na
Stayed 1 night in Jan 2024

4/10 Poor

MIGUEL

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
I was expecting more out of the stay. I never received room service, parking lot was hard to navigate with all of the snow, and the hotel didn’t have any features that made it worth more than a cabin in the area. Will definitely never stay at this establishment when visiting again, and I’ve been making yearly trips to this area for the last 20 years. Some of the staff were nice, while other seemed really confused.
Stayed 4 nights in Jan 2024
Response from Sherri H/ G. M. on Jan 17, 2024
Dear Miguel,On behalf of our entire team, I would like to apologize for not exceeding your expectations. We strive every day to provide a superior customer experience and I am reviewing your comments with our team members. Thank you again for your feedback which will help improve procedures and practices to better serve you in the future.We welcome you back to our hotel soon to enjoy a new level of luxury and service.

6/10 Okay

Jamicia

Traveled with family
Liked: Cleanliness, staff & service, amenities
The rooms are a bit outdated for the price but the beds were decent and so was the breakfast. The property is very close to the Snow Summit/Bear Mountain parking lots/shuttles.
Stayed 2 nights in Jan 2024
Response from Sherri H/ G. M. on Jan 16, 2024
Your business is very important to us, we value your feedback and apologize for any inconveniences you may have experienced during your stay. We have upgraded most of our rooms but still have a small number left for remodeling which includes a more modern look and designed for the latest changes in technology. We welcome you back to our hotel soon to enjoy a new level of luxury and service. Thank you again for taking the time to complete the survey and we appreciate your loyalty to our brand.

8/10 Good

Kurt

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Overall this was a perfectly acceptable place to stay that is close the the mountain. We did have noisy people above us however and the heater never shut off. Either on or off which made it either hot or cold. The desk people were very nice however.
Stayed 1 night in Jan 2024
Response from Sherri H/ G. M. on Jan 16, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We apologize for any inconvenience during your stay and will be sure to follow through on your comments with our maintenance department.Thank you again for your feedback and we welcome you back to our hotel to enjoy our new level of luxury and service.

4/10 Poor

Verified traveler

Traveled with family
Disliked: Staff & service, property conditions & facilities, room comfort
The staff was rude. The computers shut down. We couldn’t check in till around 6 pm. 4 pm is also super late check in. Waste of money for the amount on time you have at hotel room. Parking is bad.
Stayed 1 night in Jan 2024
Response from Sherri H/ G. M. on Jan 16, 2024
Thank you for the feedback on your recent stay. We are sorry that our hotel was not a good fit for your expectations. We pride ourselves on our high level of guest satisfaction and will continue to strive for excellence. We have noted your concerns for review. Thank you again for taking the time to complete the survey.

10/10 Excellent

Paolo

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Jan 2024
Response from Sherri H/ G. M. on Jan 9, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon to enjoy a new level of luxury and service.

10/10 Excellent

Bartholomew

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Very helpful and courteous staff, and always looking out for it’s guest.
Stayed 3 nights in Jan 2024
Response from Sherri H/ G. M. on Jan 9, 2024
Thank you for completing the survey and letting us know that we are providing Superior customer care and good guest experience.

8/10 Good

Janise

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Sherri H/ G. M. on Jan 9, 2024
Dear Janise,Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon to enjoy a new level of luxury and service.

8/10 Good

Connor

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Sherri H/ G. M. on Jan 6, 2024
Thank you for completing our survey on your recent stay. Your feedback it very important in helping us continue to deliver a superior experience for our guests. We are pleased that overall you had a good visit and we welcome you back to our hotel soon to enjoy a new level of luxury and service.

10/10 Excellent

Ebrahim, Culver City

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 3 nights in Dec 2023
Response from Sherri H/ G. M. on Jan 4, 2024
Thank you for taking the time to give us a rating. We are happy to see that you enjoyed your stay