Rental FAQ

Village Reservation Service Cabin Rental Policies and FAQs

Age Requirement

Primary renter/guest must be 25 years of age or older. Primary renter/guest is defined as the person reserving and paying for the security deposit/rental fees and is responsible for all guests staying at the property during their stay.

Property Check

As the guest in the cabin you are financially responsible for any damage done to the home during your stay. If you notice any damage or anything out of the ordinary, please contact us within 1 hour of your arrival at 909-866-8583 Please make sure to check & see if you have heat, electricity, hot water and the hot tub ( if your cabin has a hot tub) is working upon check in. Even though your cabin has been professionally inspected working services upon arrival due to changes from mountain climate and conditions cannot be guaranteed.

Check In/Check Out

Check-in time is 3:00 p.m. and check out time is 11:00 a.m. (check ins from 12/19 thru 1/2 are 4pm and check out is 10am.) unless other arrangements have been made. Please call the morning of your arrival to see if an early check-in is possible. NO early check-ins or late check-outs are possible during the winter holiday season from Dec. 19 thru Jan 2nd. If a late check out has been pre arranged, based on availability, extra charges will apply. Village Reservation Service inspects all properties the day of your arrival to ensure the home is ready for your stay. Early check-ins can dramatically affect our quality assurance program and our staff will make an effort to accommodate your request if possible, but is not guaranteed. If you are arriving after 5 pm you will need to go to All Protection Alarm.,(see your reservation paperwork for that info). Snow removal, finding the property and access to the property can be more difficult after hours. Please plan accordingly. No credits or refunds will be given to parties that arrive late and experience difficulties.

Privacy

Village Reservation Service may occasionally need to access cabins for maintenance for the following; spa service, landscaping services and irrigation. Normally if that occurs during your stay we are at the homes for less than 15 minutes. We do make every effort to schedule maintenance, snow removal etc. during weekdays when possible.

Security Deposit

Your security deposit will most likely be in the form of the CSA damage Protection Plan. If however, you declined that option the monetary security deposit required for each property will vary. Most refundable up-front deposits are between $300 to $500. We inspect each property before and after each reservation. Your deposit will be returned to you within 21 days after your stay, HOWEVER, it usually is returned more quickly, if there are no damages, trash removal required or excessive cleaning issues or other costs incurred. If there is damage, we will call/email and inform you of the problem and work with you to solve it as quickly and easily as possible. Deposits are returned the same way they are paid unless paid in cash and then refund will be by check.

Pet Friendly Cabins

If you have declined the damage protection plan then a $200 pet deposit (refundable in most cases) is required.
There is a $10.00 per night pet fee in addition to your deposit and is non-refundable, if pets (dogs) are allowed at the cabin. If you bring pets without our permission you will lose your entire security deposit of $200 and or incur extra charges.

Supplies

Each cabin has minimal supplies. Village Reservation Service supplies bath towels, bed linens, toilet paper, paper towels, small amenity sizes of soap and shampoo, trash bags and minimal cleaning supplies. Hair dryers not guaranteed in all cabins. Each home has a different inventory of kitchen appliances and supplies.

Amenities

Amenities are not guaranteed at the time of arrival. Our cabins and homes are privately owned and certain maintenance and repair is based on homeowner approval. Village Reservation Service strives to work with homeowners to make sure cabins and amenities are in good repair, including window screens, hot tubs, game tables, internet, satellite dish, cable access, DVD players, TVs, light fixtures, etc. Kitchen appliances vary with each cabin and may be older or in repair. Please allow additional time to chill food in refrigerators due to them being empty prior to your arrival. Barbeque grills may or may not be cleaned between tenants. Pay-Per-View is not guaranteed and may require homeowner approval. Very few if any homes provide a land-line phone. Cell phone service varies due to area topography and cabin location.

Other

Allergies – Please be advised that the mountains can be a difficult area to regulate allergenic issues. Please note that coming to the mountains is your choice and allergies could occur.

BBQ – Some grills are propane and propane tanks cannot be filled between rentals. If you find the propane tank runs out during your stay, please call us and we will do what we can to get the tank filled as promptly as possible. Please allow for a delay due to staffing or propane company closures.

Mountain animals and insects – Big Bear is a mountain community located in a forest. Animals you may encounter are mice, woodpeckers, raccoons, squirrels, gophers, bears and bats, among others. From time to time guests will come across one of these animals either alive or dead, inside the home or outside the home. Common insects include ants, spiders, moths and flies. Insects can move very quickly when a home is left empty, even overnight and spider webs, dead insects or live ants are possible. Village Reservation Service inspects every home prior to your arrival but cannot guarantee the home will be free of pests. Credits will not be given to any tenant if an animal is found on the premises or near the premises alive or dead or if there are some insect issues. Please call us immediately if you encounter an issue and a staff member will come to the home.

Village Reservation Service will take every necessary step to repair amenities in a timely fashion. Credits will not be given if an amenity is not available for use.

Cleaning

You could be charged if excessive cleaning is required. Please wipe up or soak up any spills immediately. Tenants are required to remove ALL of their own trash.

Spa- A $100.00 minimum charge for dirty spas/hot tubs requiring a drain and refill. A $200.00 minimum charge for spas/hot tubs requiring draining, cleaning and refill due to bacteria. Additional charges for filters if needed. Never use soaps, shampoos, bubble bath or any product that creates suds as this can damage the spa/hot tub. The chemical balance of a spa/hot tub is constantly measured and can change due to alcohol, urine, cleaning materials, lotions, etc. and can easily trigger the necessity for a drain, refill and scrub.

Snow Removal

Snow plows begin plowing after 4-6 inches of accumulation has occurred and removal is based on city and snow removal company’s schedules and routes. Each cabin is supplied with at least one shovel to allow access to the property. City plows may inadvertently leave a berm or small snow bank across the driveway which may make access to the house difficult. Please be patient and you will be assisted as quickly as possible. Issues or delays may arise if snow fall occurs close to your arrival or check-in, so please watch the weather to be prepared. Tenants are responsible for time and cost of snow removal during cabin stay and no credits will be issued due to inconvenience or issues. Please call for assistance if required. Snow is a desired mountain seasonal climate occurrence during the winter months.

Firewood

Most homes do not supply firewood, however if you are staying at a home and do locate firewood on the property you are renting you are usually allowed to use it. Please call if you have any questions. Village Reservation Service does have firewood to purchase as do most grocery stores in Big Bear. Please DO NOT use wax logs. They can be very dangerous.

Thank you for your cooperation