Home2 Suites By Hilton Big Bear Lake

A roach was hiding in the same blanket I put over my daughter when I tucked her into bed. A filthy chair covered with old food from previous visitors was where I sat to nurse my newborn. This was unacceptable. Maybe that's why there are roaches. I would've been glad to hear, “I'm sorry, let me do my best to make this right.” Instead, the apathetic front desk said, “they already delivered a new bedding set,” and moved us next door. Room service handed me two sheets and expected me to change them myself. There was no supervisor or manager on duty to help resolve it. We packed up and left immediately, losing money rather than lowering our cleanliness standards. It was especially disappointing because we were there celebrating our anniversary. Poor cleanliness and poor customer service. I attached photos and video of the condition of room 123.

Our first time here, and we'll be back. The hotel is centrally located, with an amazing patio, free s'mores kits, movie night for the kids, a pool, and a hot tub. Breakfast was great too, with a waffle bar, oatmeal, a coffee station, eggs, sausage, and cereal options. The rooms are spacious, with a small kitchen, microwave, fridge, eating table, and sofa bed. We got snacks at the nearby Vons, which was amazing, and had everything set for the weekend. For us, this was a better experience than Airbnb or renting a cabin.

The place is new and in a great location, and the staff were nice and accommodating. The room was very warm, though. Its wall thermostat didn't work, so we had to use the controls on the AC unit, which would run briefly and then shut off. They'd also run out of bed accommodations for kids.

We got a text asking if we wanted an extra blanket, which was much appreciated since it was cold. The staff were kind and accommodating, and the free s'mores kits made our first night feel welcoming. If I come back to big bear, I'd stay here again!