Chateau Big Bear Boutique Hotel, BW Signature Collection

We were disappointed that the hotel didn’t help us accommodate our family. Our room, #18, was beside the game room and Jacuzzi, and the carpet between the bed and restroom wall was completely soaked from a leak. I reported it to staff as soon as I noticed. They said they were fully booked and couldn’t move us that day, but didn’t offer towels or anything else to help. We spent the next day out because the front desk said they’d contact us if a room opened up. They never did. After my wife complained, they eventually moved us to the smaller room #202. Its fireplace didn’t work, and apparently there’s no maintenance in the building after 5 pm. We have children aged three and four, and they sometimes fight and cry like toddlers do. Our neighbors banged loudly on the wall, then the front desk called to say the kids were noisy. Thinking the hotel would help accommodate our family was a mistake.

The staff made a great impression, especially Penny, who shared some history about the building and suggested a lovely walking path. The desk clerks were all so helpful and kind. The hotel is close to both the zoo and ski resort, and you do have to pay for parking. This is a real treat if you’re looking for something unlike a typical hotel. The exterior is dramatic when you arrive, and the lobby, dining room, and hallways feel spacious, with beautiful real marble on the walls, floors, and even in the room bathrooms. My room was modern, very clean, and fun to have a fireplace. The common areas were clean and decorated for the season, with real poinsettias along the hall tables. The free breakfast room was clean and roomy, with the usual food options, plus a big bowl of fresh fruit and good muffins, which you don’t always get. I’d seen the place a while ago and thought it looked nice, but I’m glad I finally got to stay. I highly recommend it.

The breakfast was a highlight for us, unique and delicious, and clearly made with care. Our room was comfortable and had a fireplace that added to the cozy mountain feel. The bathroom and floor were quite cold, which was the one small issue, but the hotel itself was beautiful, peaceful, and well looked after. Everyone was friendly and attentive. We arrived a little late for breakfast, but nobody made us feel rushed or said anything. Roland greeted us with real warmth when we arrived, and Jeff was friendly and supportive throughout the stay. We’re grateful to both of them, and to the whole staff for making the visit memorable. It was a wonderful experience, and I’d definitely return to Chateau Big Bear Boutique Hotel.

During the severe winter storm on Feb 18, 2026, high winds and snow brought down several telephone poles, leaving the Best Western Chateau Big Bear Lake without power or working phone lines. Before we drove up the mountain, Sherri Hoffman, General Manager, personally called us from her own cell to explain what was happening and give us a clear update. She wanted us to have accurate information before setting out, and that care stood out right away. Because the hotel lines were down, she gave us her personal number so we could check in for updates during the day. We contacted her into the evening, well after what I imagine had been a long, stressful workday. She promptly and graciously confirmed that power was back, though the phone lines were still out. Her diligence and communication helped us decide confidently to head up that evening. My husband and I had a recent stay in Big Bear, and I want to recognize Sherri for taking such ownership and personal responsibility for guests. It’s rare to see that kind of initiative. The hotel is in a perfect spot for a Big Bear visit, and we truly felt our comfort was a priority.