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Guest Policies & Lodging Agreement


Check In / Out Times

Check-In time is after 3:00pm. Unless other prior arrangements have been made, check-ins should arrive before the office closes. Check out is by 11:00am. Late checkouts are subject to additional charges. (Please note that while rare, it is possible check-in time may be delayed due to prior occupants' late departure when necessary cleaning and repairs have not yet been completed.)

Occupancy and the Number of Guests

Lodging fees are based on the original number of registered guests, and lodging capacity is closely monitored by management and local authorities for safety and comfort. More people in a lodging facility than have registered is included in the provisions of California Penal Code Section 537, which makes it a crime to defraud an innkeeper. The primary registering guest is responsible for the actions of all other guests in their party. Undisclosed guests, disturbing the peace or any other illegal activity will result in immediate eviction without refund including complete forfeiture of all deposits. To prevent occupancy abuse, day guests must be approved in advance and must vacate the premises by sunset. Lodging facilities are privately owned with the right reserved to refuse service to anyone.

Reservations and Deposits

Either a valid credit card or a cash deposit is required to reserve your desired lodging. Either a valid credit card or a cash security / cleaning deposit is required at check-in. Credit cards must belong to the person making the reservation and this person must be present at check-in with valid ID. Cash deposits are refunded within 10 days of your check-out provided your lodging facility is left in satisfactory condition with all terms and conditions met. As a condition of your received lodging, you agree to pay for any and all cleaning or damage charges incurred, and when necessary approve such charges against any credit cards provided to us.

Payments

Payments onsite can be made using major credit cards, cashiers check, or cash. Deposits can be made with a credit card, or if made more than 45 days in advance, by personal check. All lodging fees are due upon check-in, except for Holiday periods where lodging fees are due 30 days in advance or within 24 hours of making the reservation. Any returned checks will incur a maximum NSF charge as allowed by law. All rates are subject to change without notice, are in US dollars, and are subject to applicable local and state taxes. Guests agree to pay collection costs on any past due balances plus accrued interest at 12% APR.

Cancellations and Refunds

Your completed reservation secures your exclusive lodging use and prevents us from selling it to others. Reservation cancellations not only increase lodging costs but also cause substantial financial damage to our small Lodge since we are often unable to re-book cancelled lodging that we could have otherwise previously sold to another guest. With this in mind, reservations can be cancelled without penalty within 24 hours from the time the reservation was made provided check-in time for said reservation is not within this 24-hour period. Reservation cancellation requests after this initial 24-hour period incur a minimum cancellation charge as stated below up until 72 hours prior to check-in time. Once within 72 hours of the stated check-in time, reservations are non-cancelable and non-refundable. Exceptions to this policy include short-term reservations and Holiday periods. Reservations made within 24 hours of the stated check-in time are non-cancelable and non-refundable. Holiday period reservations are non-cancelable and non-refundable 30 days prior to the stated check-in time. Reservation refunds are paid within 14 days of cancellation either by credit to the charged credit card or by company check. There is no refund for reduced guests or nights. Due to the unpredictable nature of our mountain environment, we are neither responsible nor will we refund for restricted use or access of our lodging facilities due to inclement weather, road conditions, acts of nature, or anything else beyond our control.

Cleaning

Your lodging facility will be provided to you clean and in good repair. You are expected to leave the facility in the same condition you found it. Some lodging facilities are subject to a nominal but required cleaning fee to insure acceptable levels of cleanliness. For everyone's protection after check-out, each facility is inspected and inventoried. Depending on the condition of the facility, you may be charged for additional cleaning or to cover the cost of damaged or missing items, even if this amount exceeds previously provided deposits. All lodging is of the "housekeeping" type, which means daily maid service is not provided. Used linens can be replaced upon request, and special cleaning requirements can be accommodated for a fee when scheduled in advance.

Minimum Nights

Due to high demand and limited supply, some lodging facilities have minimum stay requirements that are affected by the time of year and location. Consult with your resort lodging specialist to find alternative times when rates and minimums are lower.

Pets

Some lodging facilities allow pets when approved prior to check-in for an additional fee. Since pets can cause substantial damage and disturbance, pets left unattended must be crated and must not disturb other guests. Undisclosed or uncrated pets will result in special additional cleaning fees as stated below. Rental crates are available for a nominal fee.

Office Hours

Office hours are typically 9am to 5pm daily. If you require assistance after office hours, try the night bell outside the office door or call the main office number. In an emergency, call 911.

Quiet Hours

Our serene mountain environment, as well as the City of Big Bear Lake, dictates that quiet hours are from 9pm to 7am. Please be respectful of other guests’ right to a quiet, peaceful stay

Smoking

For the comfort and health of our guests, all indoor lodging facilities are non-smoking. Smoking areas are often provided outside. Evidence of smoking within lodging facilities will incur a special additional cleaning fee as stated below.

Fees

Additional Guests: $15 per adult or child per night
Pets, per night: $15
Pet Crate Rental Fee: $15
Reservation Deposit: 1/2 total charge
Security/Cleaning Deposit: 1 night's rate, $100 minimum
Cancellation Fee: $50 when more than 72 hours before check-in, otherwise full amount
Late Check-out: 1/2 nightly rate until 5pm
Smoking or Undisclosed Pet Cleaning Fee: $50
Scheduled Maid Service / Cleaning Fee: $25 - $150 depending on facility
Returned NSF check: 3 times amount, $150 minimum
Damaged or Un-returned Rental Items: replacement cost + $20 replacement fee

Holiday Periods

Holiday periods typically include multiple days surrounding the following Holidays: Christmas, New Years, Martin Luther King Day, Presidents' Day, Memorial Day, 4th of July, Labor Day, and Thanksgiving. Consult with your resort lodging specialist to see if special Holiday rates and policies are in effect during your desired stay.

Safety and Security

During winter conditions, slippery snow and ice are present throughout the entire Big Bear Valley, Use extreme caution, especially on walkways, steps, and driveways. Please do not keep valuables in your unit – we are not responsible for lost or stolen items. For your safety and security, some portions of our facilities may be under video surveillance.

Applicable Laws and Ordinances

California Penal Code Section 537 prohibits the defrauding of innkeepers with such fraud punishable by a fine of up to one thousand dollars ($1,000) and/or by imprisonment in the State prison for up to three (3) years. Declarations are signed under penalty of perjury and perjury is punishable under California Penal Code Section 126 by imprisonment for a period of from two (2) to four (4) years. City of Big Bear Lake Ordinance 99-300 limits occupancy and parking for private home rental to those posted. Local Ordinances make it unlawful to leave or park a vehicle upon any public roadway so as to interfere with snow removal operations and allows for the removal of vehicles at the owner's expense.

Hold Harmless

Lodging facility owners, management, and employees are not responsible for accidents, injuries, or losses of any kind. As a condition of your received lodging, you agree to hold facility owners, management, and employees harmless from any and all bodily injury and/or personal property damage incurred. Our mountain environment can be extreme and unforgiving. Please exercise caution, use good judgment, be responsible, and be respectful of our natural setting and others who visit it.

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