Frequently Asked Questions

Browse our properties, select your dates and guest count, and you'll see live pricing instantly. Click “Reserve” to complete your booking in a few simple steps — you'll receive an instant confirmation by email. To finalize your stay, you'll also complete and e-sign our Rental Agreement within 24 hours of booking, which includes a quick government-issued ID and identity (selfie) verification.

We accept all major credit and debit cards. We collect 50% of your total when the booking is confirmed, and the remaining 50% is charged automatically 14 days before arrival. If you book within 14 days of arrival, the full amount is charged in a single payment at the time of booking. Your payment is processed securely and your card details are never stored on our servers.

We don't hold a refundable cash deposit. Instead, a non-refundable damage-protection fee applies to your booking — the exact amount is shown before you confirm and is detailed in your Rental Agreement. Guests remain responsible for any damage beyond normal wear and tear.

We occasionally offer promotions and coupon codes — you can apply a valid code at checkout to see your discount reflected in the price breakdown. Booking direct with us always gets you our best available rate.

Standard check-in is after 4:00 PM (3:00 PM for our Bear Suites lodge units) and check-out is by 10:00 AM. Early check-in may be available on the day of arrival if your home is ready — it can't be guaranteed in advance, the earliest is 12:00 PM, and it carries a $99 fee. Late check-out up to 12:00 PM is sometimes available at no charge, subject to that day's housekeeping schedule; checking out later than 12:00 PM requires booking an additional night.

Most of our homes feature smart-lock or keypad entry. You'll receive detailed check-in instructions and your access code by email before arrival — no key pickup required.

Our local guest-experience team is available 24/7. You'll find contact details in your confirmation and in the welcome guide at the property.

Cancel at least 14 days before check-in for a full refund, less any non-refundable fees. Cancellations made within 14 days of check-in are non-refundable, and there are no refunds for no-shows or early departures. Your specific policy is shown before you book and included in your Rental Agreement.

Many of our homes are pet-friendly — use the “Pet Friendly” filter to find them. Up to 2 house-trained dogs are allowed at a pet-friendly home with a $125 pet fee, and all pets must be authorized by our management company in advance. Pets are only permitted at homes explicitly marked pet-friendly; an unauthorized pet results in a minimum $1,000 fine and eviction.

All of our properties are strictly non-smoking — there is no smoking or vaping anywhere on the property, indoors or outdoors. Violations may result in a charge of up to $1,000 for cleaning and remediation.

To respect our mountain neighbors, quiet hours are 10:00 PM–7:00 AM and parties/events are not permitted. Each home's maximum occupancy is shown on its property page and may not be exceeded; Big Bear Lake's local noise ordinances apply. Full house rules are in your Rental Agreement.

Minimum stays vary by property and season (typically 2 nights, with longer minimums on holidays and peak weekends). The minimum for each home is shown on its property page.

Yes — every home includes parking, and the number of spaces is listed on each property page. Street parking is not permitted, so please keep all vehicles within the home's designated spaces.

Big Bear is a true four-season destination! In winter, we recommend a 4WD/AWD vehicle or carrying tire chains, as mountain roads may require them. Our team will share seasonal tips before your arrival.

Most of our homes are within a short drive of Bear Mountain, Snow Summit, and Big Bear Lake. Each property page notes its neighborhood and proximity to key attractions.