Shasta Derkalousdiana month agoFrom
Worst Customer Service EVER!!!! Never ever experienced a business owner who behaved so unprofessionally in a situation that was clearly their fault. Booked a cabin in Big Bear in February 2022. Check in time was 3:00 p.m.. We showed up at 3:00 p.m. and the place was filthy. Obvious it hadn't been cleaned. Called five Star vacation rentals and the lady that answered said the cleaners were 5 minutes away. 2 hours later still no cleaners. SInce we were in the middle of a snowstorm and had already paid a small fortune for the cabin, I decided I had no choice but to clean myself. Again called five Star vacation rentals to let them know and ask for a refund of our cleaning fee. Instead of apologies or or an effort to rectify the situation, the lady at five star vacation rentals immediately started yeling and told us to vacate the property or she would call the sheriff. Recall we are in the middle of a snowstorm in Big Bear with two young children. We had to find another hotel at the last minute. I'm still waiting for my refund. Terrible experience never rent a place managed by five star vacation rentals!!!
Tom Langana month agoFrom
It is a shame some property owners use 5 star to rent their homes. We rented a cabin in the winter and it was snowing. Our heater did not work in the house. We called and asked if we were doing something wrong. They said that they would send someone over to fix it. When we got back from dinner the heater still didn't work, but the person they sent over took the space heaters out of the closet and put them on the dresser in each room. This was their fix. We turned on the heaters in 2 of the bedrooms where the kids were going to sleep. The circuit breaker tripped. All the bedrooms are on the same 15 amp circuit along with other things. Not one heater would run without the breaker tripping. We used 100 in firewood in 2 days to heat the place. Not grocery store bundles but from the firewood place (tree service). Total about 1/3 of a cord of wood. We did call again that night, they said they would send someone over but they didn't show. The best part was the lady on the phone from 5 star vacation rentals told us if we were to cold we could leave and go to a hotel. That was their fix- again. Really poor service. I would be very disappointed in this company if I was the home owner.
Cathy Dezorzia month agoFrom
We stayed in property 25 for a long weekend with friends. The house is absolutely beautiful and the views are amazing (forest and lake). We had 8 adults and 6 children and we very comfortable as far as space goes. The kids loved hanging out in the downstairs game room and the adults enjoyed being on the main floor enjoying the views on one of several decks. Five star was very accommodating with our early check-in and also allowed us a few extra hours past check-out at no charge. Kevin was also very helpful with the booking process since helping me decide which home would be a better fit for our group. We will definitely be using their services again!
Main location42001 Big Bear Blvd #5 Big Bear Lake California 92315 US(310) 780-3411
