Home2 Suites by Hilton Big Bear Lake - Big Bear Lake, California

Bandrovska O.

I am writing to formally express my deep disappointment with my stay at your hotel in January. I chose your property to celebrate a special occasion , my husband’s birthday and expected a level of service aligned with Hilton’s five-star reputation. Unfortunately, the experience was far from what I anticipated.

The night of our stay was extremely unpleasant. The air conditioning system in our room was broken and could not be turned off, making it impossible to sleep. We were moved to another room, but the issues continued — it was freezing cold and very noisy throughout the night.

To make matters worse, the air conditioning unit was positioned directly in front of the bed, making the discomfort even worse. I asked for assistance several times, but no one provided any help.

The following morning, I requested to speak with a manager. The manager I spoke with was extremely rude and dismissive. She did not allow me to fully explain the situation and walked away mid-conversation without offering any form of resolution.

This was supposed to be a special and memorable night for our family, and instead, it became an incredibly stressful and disappointing experience.

Daniel V. G.

Our experience at Home2 Suites was warm and delightful. Laura was professional and full of information. The staff was friendly and always staying busy. Great location with updated furniture and good size rooms. The lounge area was my personal favorite! Definitely recommend this place.

Prime2022

Terrible experience. We stayed in January for my husband’s birthday, expecting Hilton quality , but it was a disaster. The air conditioning was broken and couldn’t be turned off. We barely slept, and the second room they moved us to was freezing and just as noisy. The A/C blows straight onto the bed very uncomfortable.||No one cared when we asked for help. The staff was unresponsive, and the manager was rude and dismissive. They clearly don’t care about guests at all.||Also, the hotel doesn’t even have a proper main entrance in case of an emergency , very unsafe. And their HVAC system clearly has major issues. Extremely disappointed. Not recommended at all.👎🏻

Yuni H.

Staff is really helpful and friendly.. hotel is new and clean. Near all the activities you need to do and see in Big Bear. Breakfast is great. Indoor pool and spa is nice. Movies and smores at night really fun for the kids. Pet friendly.. We enjoyed our stay and surely will be back.

Trip.com M.

Really nice and clean new hotel. The kids loved it and its convenient to have a breakfast bar. Waffles, eggs, bread, good coffee machine, classic hotel buffet. The jacuzzi and pool is nice and the smores at night are a fun touch! Safe parking right at the summit intersection, 5 min with car to the bear parking lot.

aditi C.

Excellent experience! Kind staff who put together a fantastic easter stay.
Rooms are spacious, breakfast is delicious, and WiFi is fast.
S’mores are so fun to make with their free prepared kits.
Enjoy your future stay with the joint Hampton Inn!

lornalou21

Excellent service and very clean room. Terrence is very Accommodating. This our first time visit to the property. I would highly recommend. Food is ok but coffee is excellent. The indoor pool and jacuzzi is perfect for the weather. It a goto place.

U7846MCamandas

This is one of the better hotels in Big Bear but it still has its flaws. Watch out for the $29 per night fee they tack on. They advertise a lower rate and then hit you with this fee at checkin. They also do not clean the room during your stay. You have to request a cleaning but that does not mean you will actually get your room cleaned so you will have to ask for extra towels. The shower door was broken in my room. They temporarily replaced it with a shower curtain which fell and hit me on the head while I was showering. I don’t understand why they gave me that room as the hotel appeared to be empty, considering there were less than 10 cars in the parking lot that night. Decent breakfast with coffee but the lobby areas can be quite loud and chaotic, especially at breakfast and the evenings. Customer service was meh. Just asking about the parking fee made the front desk agent get defensive. If I had to guess she probably has a lot of people upset about it, considering how she reacted. She threw her hands up in the air and loudly said I don’t make the rules it’s all hiltons policies. Okay, no need to raise your voice and cause a scene, we were just shocked and asked when that started. Comparing customer service, price and perks, my preference is still the Big Bear Chateau over home2. I don’t find that I’m getting anything more of value to be paying more at home2.