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

A reservation deposit is required to reserve your desired lodging. All reservations made within 21 days of check-in require a 100% reservation deposit paid at the time of reservation. Reservations made outside of 21 days require a 50% reservation deposit with the remaining 50% due 21 days prior to arrival. Reservations without received deposits are invalid and subject to automatic cancellation without notice. To protect against damaged or missing items, as well as to help insure facilities are left in acceptable conditions, a security / cleaning deposit is required at check-in. The amount of security / cleaning deposit varies depending on the unit, but generally is equal to one night’s rate. Security / cleaning 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. Deposit refunds are made the same way paid, with cash deposits refunded by check. 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. Accommodations managed but not owned by Three Pines are subject to cancellation by owner and are beyond the control of Three Pines.

Payments

Deposit payments can be made with a major credit card, or if made more than 21 days in advance, by check drawn on a US bank. Payments onsite can be made using credit cards or cash. 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

Because your completed reservation secures your exclusive lodging use and prevents us from selling it to others, and because short-term cancellations are difficult to fill and affect us dramatically, we uphold a strict cancellation policy. Reservation cancellation requests must be received 21 days before your scheduled arrival date. Approved cancellations incur a minimum cancellation fee. Short-term reservations made less than 21 days prior to arrival are non-refundable, however your paid reservation deposit may be applied to a future stay within 90 days of your cancelled reservation. 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, reduced nights, or no-shows. 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. Guests are strongly encouraged to consider purchasing travel insurance to help protect against unforeseen circumstances.

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

Only specific lodging units allow pets. Please insure you book a pet-friendly unit if you intend to bring a pet as we cannot accommodate pets in non-pet units. Because some guests are severely allergic to pets and their dander, it is important we keep non-pet units pet-free. Undisclosed pets will result in a significant penalty and complete forfeiture of all deposits. When outside of their assigned unit, pets must be on a leash and owners must clean up after them. All pets incur a per pet, per night charge. When left in the cabin alone, your pet must be crated (a crate can be made available for a nominal charge per night). In addition to the nightly charge, a pet security deposit is required upon arrival. This deposit is refundable after departure barring any unintentional property damage, "accidents," noise complaints, or disregard of our leash law. Should your pet seriously damage any property, you will be charged full replacement value. Chronic disturbance issues may result in our requiring you to permanently remove your pet from our facilities.

Smoking

For the health and comfort of our guests, all of our lodging facilities are non-smoking. A significant smoking cleaning fee will be applied to properly remove evidence of any smoking within our facilities.

Trash

The City of Big Bear Lake's Private Home Rental Ordinance, as well as our efforts to keep lodging fees to a minimum, require that trash and refuse not be left at private rental homes. Please obey the law, help keep Big Bear clean, and avoid a trash disposal fee by disposing all of your trash at any one of the convenient trash disposal locations.

Office Hours

Office hours are typically 9am to 9pm daily. If you require assistance after office hours, use the Hotline phone 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.

Fees

Additional approved Guests:   $15 per night
Reservation Deposit:   100% due within 21 days of check-in
Security/Cleaning Deposit:   1 night's rate
Cancellation Fee:   $50 when cancelled more than 21 days before arrival, otherwise 100% of deposit
Late Check-out:   full night’s rate after 1pm
Pets, per night per pet:   $15
Pet Crate Rental, per night:   $15
Pet Security Deposit:   $100 per pet
Undisclosed pets:   $100 per pet
Scheduled Maid Service / Cleaning Fee:   $25 - $150 depending on facility
Cleaning Fee (may be required depending on unit):   $50 - $300 depending on facility
Damaged or missing item:   replacement cost + $20
Smoking Cleaning Fee:   $100
Trash Removal Fee:   $50
Returned NSF check:   3 times amount, $150 minimum

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. Chargeback fraud (where guests seek to avoid payment by disputing credit card charges and fabricating issues to support their fraudulent claim) will be actively pursued to the full extent allowed by law. 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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