By:
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Horrible company. Extremely rude and never deliver whatever promised. The house we stayed at in Big bear was dirty. All the bedsheets were dirty. No heater on half of the property so we froze entire night. Paying so much for such a horrible place and extremely rude and horrible customer service. I WILL NEVER EVER RENT FROM THIS COMPANY.
Worst Customer Service EVER!!!! Never ever experienced a business owner who behaved so unprofessionally in a situation that was clearly their fault. Booked a cabin in Big Bear in February 2022. Check in time was 3:00 p.m.. We showed up at 3:00 p.m. and the place was filthy. Obvious it hadn't been cleaned. Called five Star vacation rentals and the lady that answered said the cleaners were 5 minutes away. 2 hours later still no cleaners. SInce we were in the middle of a snowstorm and had already paid a small fortune for the cabin, I decided I had no choice but to clean myself. Again called five Star vacation rentals to let them know and ask for a refund of our cleaning fee. Instead of apologies or or an effort to rectify the situation, the lady at five star vacation rentals immediately started yeling and told us to vacate the property or she would call the sheriff. Recall we are in the middle of a snowstorm in Big Bear with two young children. We had to find another hotel at the last minute. I'm still waiting for my refund. Terrible experience never rent a place managed by five star vacation rentals!!!
Horrible cabin in big bear! Dirty, outdated furniture, missing most common amenities. Mattress’s all damaged. Supposed to accommodate 16 and not as stated at all. Horrible customer service when you reach out. Stay away renting from them. One star is too much, should be negative 5.
Our rental experience with Five Star Vacation Rental this year, March 2017, was the WORST rental experience of my life. I rented from them three years ago in Big Bear and had a great experience. This year it was awful. The house was completely substandard, the furniture was disgusting, the place had been almost completely gutted as it is for sale. Light fixtures were missing with wires coming out of the wall, the furniture would not even be accepted by Goodwill, the projector fell off the attachment pole while we tried to turn it on, the sliding doors did not lock and close allowing a nice brisk blast of March air in all night long, windows were broken and covered with cardboard and masking tape, and all of this for the joy of $600/night.
With three families and a bunch of children staying for the weekend it was decided that upsetting our plans to be together was not worth complaining. I followed up with Five Star and Annette after the trip was over and was essentially told that as I did not discuss the issues while we were there I had no right to complain but that she would give us a 10% discount on a future rental.
When this quality of a home is what they charge $600/night for I have a hard time believing they are truly the luxury rental experience in Big Bear. I will be going back to BigBearVacationRentals and AirBnB for my future rental experiences as Five Star has ineffectively responded to the issues raised and is happy to rent out sub-standard homes at high prices.
Booked a cabin in Big Bear in February 2022. Check in time was 3:00 p.m.. We showed up at 3:00 p.m. and the place was filthy. Bathrooms were recently used, half soap in the shower. The kitchen was filthy with dirty pots and pans in the sink. The beds were recently slept in by the previous guests. Called five Star vacation rentals and the lady that answered said the cleaners were 5 minutes away. 2 hours later still no cleaners. My wife and I decided we had no choice but to clean ourselves. We called five Star vacation rentals to let them know and ask for a refund of our cleaning fee. Instead of apologies or an effort to rectify the situation, the lady at five star vacation rentals immediately asked us to vacate the property and called the sheriff. This in the middle of a snowstorm in Big Bear with two young children. The lady at five Star vacation rentals insisted that the sheriff was on their way. We had to find another hotel at the last minute. I'm still waiting for my refund. Terrible experience never rent a place managed by five star vacation rentals!!!
