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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. 553 out of 1002 reviews" "
Rating 8 - Good. 268 out of 1002 reviews" "
Rating 6 - Okay. 88 out of 1002 reviews" "
Rating 4 - Poor. 43 out of 1002 reviews" "
Rating 2 - Terrible. 50 out of 1002 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

10/10 Excellent

Fayez

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent price
Stayed 1 night in May 2024
Response from Sherri H/ G. M. on May 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 as we move towards providing a new level of comfort and service.

2/10 Terrible

Rolly

Disliked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Sherri H/ G. M. on May 7, 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

Rouben

Liked: Cleanliness, staff & service
Stairs and hallways carpets were old.
Stayed 1 night in Apr 2024
Response from Sherri/ GM on Apr 29, 2024
We are in the process of making upgrades to the guest rooms and the hallways and public areas. We will be receiving new carpet by the year a long with. We thank you for your reviews and letting us know how we are doing.

6/10 Okay

Walter

Traveled with partner
Liked: Staff & service
The facility should have notified us when we made our reservation that they were in the middle of a large renovation project. The work crew hammered and banged from 7 AM until. 7 PM
Stayed 1 night in Apr 2024
Response from Sherri/ GM on Apr 29, 2024
We sincerely apologize for any inconvenience during your stay . We are trying to improve the facilities and guest rooms to provide a new level of comfort and guest satisfaction . We welcome you back soon

10/10 Excellent

Alma

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Sherri/ GM on Apr 29, 2024
We are pleased that you enjoyed your stay and we met your expectations

8/10 Good

Eduardo

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It was a quiet area and relaxing good service.
Stayed 3 nights in Apr 2024
Response from s on Apr 29, 2024
We are pleased to hear that we have met your expectations and welcome you back as we continue to provide a new level of service and comfort.

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
Response from Sherri H/ G. M. on May 9, 2024
Thank you for your review. We appreciate your time and letting us know how we are doing

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.

10/10 Excellent

Cecilia

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We loved having a firepllace in our room especially since we were in a winter wonderland! Plus the hotel is lovely. And the staff even better!
Stayed 1 night in Feb 2024
Response from Sherri H/ G. M. on Feb 13, 2024
Thank you for your review and we are pleased to hear that your expectations were met and the staff provided superior guest service. We hope to see you again in the near future.

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 .

8/10 Good

Ruben

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024

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.

8/10 Good

Betty

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Good hotel with breakfast included
One of the better places to stay in the area. But if you have an upstairs room, be prepared to haul your luggage because the elevator doesn’t go all the way up.
Stayed 2 nights in Feb 2024
Response from Sherri H/ G. M. on Feb 7, 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

Manuel

Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great experience staying in this hotel with close proximity to ski resorts
Stayed 3 nights in Jan 2024

10/10 Excellent

John

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024

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