Answers To Our Guests FAQ's
For your convenience we have provided the answers below to the commonly asked questions surrounding various issues pertaining to arrival, departure, and other aspects of the vacation rental process.
Can I make a reservation right on the web site?
Absolutely! You can reserve a home directly on our web site, or call our friendly prospectors at (909) 866-5678 or toll free (800) 363-8303.
Can I see what the cost will be on-line prior to actually reserving the cabin?
Yes. As long as there isn’t a special discount involved on the home during your dates, you will be able to access the calculation table for each home. However, your final balance will not calculate until you have made your choices on a few services. You will need to choose whether or not you wish to have towel service, travel insurance protection, as well as choose between purchasing a Vacation Rental Damage Plan or putting up a Security Deposit. Please make sure you read the information throughly. Should you have questions at anytime you are welcome to call our number anytime day or night to speak to a guest relations representative.
Does the special or discount pricing reflect on the rental calculation on-line?
No. The calculated rates are reflective of our normal pricing. The only special that will reflect properly would be specials that have a “Promo” code attached to it. If there is a promo code than you will need to enter the code in order for the calculation option to show the proper rates calculated.
What are my options in finding out the Specials & Discounted rates without Promo Codes?
Without a promotional code you will need to call our office for your specific quote regarding the special rate. Also, the special rate will need to be manually entered by our reservationist to reflect properly on your rental agreement.
Will I be able to find any Specials or Discounts online?
Yes. Our website is set up so that our guests can easily identify any home offering a special during the dates of request. You can either access the information by browsing our main navigation option of, “Golden Specials”, or making sure you check off the box marked specials when you are “Staking Your Claim – Searching Vacation Cabins,” or you can click on the call out for, “Gold Digger Specials” right on the home page, and finally, you are also able to see them right on the page of information about the home itself. There is no way you can miss any special or discount offered.
What is Last Minute Bid?
This is an option to consider if you are arriving within a week and want to offer a bid. Please keep in mind that not all cabin owners choose to participate in this program. You are welcome to enter your bid and see what the response to it becomes. Do understand that your bid does not include the city taxes or the towel services. After your bid is accepted the city tax will be added on as well as the towel service should you decide you want the service.
How does Bidding work?
This option is limited to arrivals no further out than 21 days prior to the arrival date. You would follow the prompts within the bidding area and submit your bid. Submitting a bid will require you to enter all your pertinent information, full name, address, email address, phone number, and your credit card information. This information is required to verify serious bidders. You must be prepared to commit to the rental if the bid is accepted. Once received, your bid will be considered. If your bid is accepted you will be contacted by our office and given information to access our “Guest Web” area to finalize your rental agreement and payment. The property will not be taken out of inventory until the finalization process is complete. Therefore, to secure your winning bid, time is of the essence when confirming the final process.
How do I know my on-line reservation is accepted?
We accept on-line reservations 24 hours a day, seven days a week. If you have requested a reservation on-line after hours our office will contact you the following morning to confirm your request and give you necessary information for you to log into the “Guest Web” logo to retrieve and sign your rental documents.
What is Guest Web?
The "Guest web" logo is located on the homepage of our website. It is designed specifically correspondence to/from our guests.Our guests will have a personal/private account for such purposes. Guest web allows you to receive your rental documents as well as e-sign the documents and deposit them back to us. You are also able to use this area to submit as well as receive correspondence to and from our office. To access Guest Web you will need a sign in number given by our office. Once you have this number you will be able to click on the “Guest Web” logo and follow the prompts.
Will my credit card be charged immediately?
No. Not until you agree to the reservation by signing and submitting your completed rental agreement via our Web Mail program.
Will my credit card be charged the entire amount at once?
This depends upon how close you are to your arrival dates. You will pay either 50% of the total cost or the entire amount depending upon how soon you are occupying the cabin. All proceeds are due no later than 30 days prior to occupancy for non holiday rentals and 90 days prior to occupancy for holiday rentals. If you are making your reservation a minimum of 6 months prior to your arrival dates you may choose to opt into our EZ pay plan. The plan allows for your total to be divided into equal installments with the final payment due 1 month prior to your arrival.
If I am not paying all at one time what can I expect on the balance due?
If you are not paying in full your subsequent balance will be automatically charged according to the dates stipulated within your rental agreement without further contact from you. When your card is charged you will receive a receipt via email.
When will I get Final Confirmation?
Once you have paid in full you will receive your confirmation package that includes various information regarding check-in, emergency numbers etc. Please make sure you familiarize yourself with all the documents we send you. They are meant to support an understanding of what to do as well as assist in helping make your vacation time and easier more convenient process.
Do you collect a Security Deposit?
Our guests have the option to choose the convenience of purchasing a Vacation Rental Damage Insurance or supplying us with a Security Deposit.The Vacation Rental Damage Insurance is very affordable and will cover accidental damages up to $5,000 as long as it is reported prior to your departure. If you choose to use the Security Deposit option, Security Deposit amounts range from $500 - $3500, in addition, if choosing a security deposit you will also be assessed a non refundable handling fee. Please refer to our reservations agent for the current security deposit amounts as well as handling fee.
How do you accept Security Deposits:
We accept security deposits in the form of a Cashiers Check or Postal Money Order. We're sorry, no personal checks or credit card pre-authorizations.
Can I bring my pet?
As long as you have declared the type of pet, rented a pet friendly cabin and have filled out our pet addendum to our contract. Pets must be approved prior to stay. Pets can only stay in pet friendly cabins and are restricted to be no larger than 25 lbs.each as well as no more than 2 dogs per property. No kittens, puppies, cats, large dogs, birds, reptiles (lizards or snakes). Each dog must have its own kennel to be used if the guest leaves the pet on premises without supervision. Please follow all the guidelines as stipulated in the pet addendum regarding your responsibilities pertaining to the cleanup etc. of your pet.
How do I know how to get to your office location?
Within our website you are able to access a variety of information. You will be able to access directions by looking at the navigation options within our sitemap. Go to heading of “About Us” and choose from the drop down options, “Directions/Maps”.
How do I pick up keys?
During regular office hours AND after hours you will pick up your keys at our office located at 40016 Big Bear Blvd., Big Bear Lake. The keys will only be released to the person whose name is listed on the reservation.
Group check-in, how does it work?
It is the booking guest’s responsibility to coordinate all parties arriving separately to direct them to their rental home. Please let your guests know not to come to the office on your behalf. The booking guest should provide each member of your group with a map (available upon request) to their home and the unit phone number. Remember, it is the booking guest’s responsibility to Check-In at the office to pick up the keys, no one is to go to the house prior to Check-In at the office.
How does late arrivals get their keys?
If you are arriving after our office is closed you will need to refer to our “after hours” key pickup procedures.
How do we get directions to the property?
You will get detailed directions to your cabin in your check-in package.
Should I bring my own firewood?
If you wish to that is fine, otherwise we sell firewood at our office which can be ordered ahead of time and delivered to your rental prior to your arrival.
What are my responsibilities on noise, groups, and parking?
Our rental homes are to be used for the QUIET enjoyment of our guests and NOT to be used for parties, large gatherings or receptions. The sleeping capacity of the home cannot be exceeded and the number of vehicles in the parking area cannot exceed capacity. Cars may not be parked in the yard or the street. Most parking spaces go by a standard car size, if you have larger vehicles, etc. No campers or camping on the grounds of the rental home is allowed.
What should I bring?
As a rule, All of our homes provide bed linens (sheets, pillowcases, 1 blanket & bedspread per bed), and 1 bath towel, 1 hand, 1 washcloth per person for the occupancy of the unit. If you chose to opt out of the towel service you should make sure to bring all the towels you and your guests will need for comfort.
Also provided is a starter supply of bar soap, dish soap (laundry soap is not provided), a scrub sponge, toilet paper, paper towels, and a few varied sizes of trash bags.
Since only starter supplies are provided for certain kitchen items, you may wish to bring extra supplies that you might require or purchase them after your arrival. Other things you may need to include: flashlight, toilet paper, paper towels, garbage bags, laundry soap, charcoal, kindling for fireplaces, extra towels for hot tubs, extra blankets (one per bed is supplied), extra pillows, shampoo, blow dryers, irons, a portable CD Player, VHS movies, clothing for inclement weather, blender, cookie sheets or other specialty baking dishes or utensils, aluminum foil or plastic wrap, coffee filters, portable baby cribs, high chairs, baby gates, etc.
During the winter season you should also bring snow chains no matter what the expected conditions as weather changes occur quickly and sometimes without notice. A shovel should be carried to help you when installing chains as well as removing berms and extra snow from your parking or walking path areas while at the property.
Why do I need to bring a flashlight?
Because there are fewer street lights in the mountains it becomes very dark after nightfall. Flashlights are handy to help when searching for street signs trying to find your way. Flashlights are also handy when an extended power outage occurs. Power outages in the mountains occur frequently. They can last for brief seconds, minutes, to hours depending upon the issues surrounding the problem.
What kind of shopping and activities are in the area?
Vons, Stater Bros, K- Mart, Save-ons, Rite-aid, Hallmark, 2 Starbucks, many fast food chains (McDonalds, Taco Bell, El Polo Loco, Burger King, Pizza Hut, Dominos Pizza, Subway, Quizno’s, Denny’s, IHop, all kinds of Mom and Pop shops in the village as well as strewn throughout the Big Bear Lake and City areas. Two movie theaters in the village, a bowling alley, Fun Zone full of various activities, mini golf, slick track racing, water slides, alpine slide, and lots of antique shops all around and many (about 100) different eatery’s and 7 gas stations.There’s also charter fishing tours, boat rentals of all types, parasailing, wake-boarding excursions, zip lining, as well as off road tours in the back country focusing on the gold mining that once was part of the history of Big Bear. We have mountain biking, hiking trails, canoe rentals and tours at the Discovery Center, Shooting Range, Horse Back Riding, we even have a professional theater! There are other things I am sure we have forgotten to mention here. Fortunately, or unfortunately (depending on how you look at it), you are not traveling to an isolated area that you or your kids will be required to do without your normal way of life with a few other things mixed in for good measure.
What is in each home?
All cabins have pots, pans, dishes, silverware, etc. in the kitchen, as well as sheets, pillows & cases, blankets and towels. Exception:Towel service is optional and not provided if you choose to opt out of service when signing your contract.
Every cabin has different amenities. Some have DVD players, VCR players, WiFi, basic or extended cable TV service, games, etc. These items are listed on the website under the page for each house. If it does not list something, it isn't in that particular house. It is also imperative to understand that these properties are not owned by Gold Rush Resort Rentals but by indivdiual owners who do not always share with us when a change has taken place. That stated, Gold Rush Resort Rentals does not guarantee an item will be in the home upon arrival and there will be no reduction in rent due to such. If you have specific concerns about specific amenities we highly encourage you to request these items ahead of time and we will go our best to see that you are accommodated in a home that is expected to have these items.
What should I expect when I enter the home?
The house is cleaned prior to arrivals, beds (except sofa beds) are made with fresh linens as well as fresh towels if the towel service has not been opted out by our guests. Our quality assurance personnel perform a thorough 100+ point inspection just prior to your arrival.
Pool tables have been inspected to ensure there are no rips, tears, gauges in the felt, all pool stick tips should be in place, and all the pool balls have been counted. Should you find anything that you have concerns or questions about please call our office for clarification.
What should I expect if my home has a hot tub?
The hot tub has been sanitized and professionally serviced. The spa temperature has been set up to rise to higher levels to be warm/hot and ready for your evening. Should you notice any concern, please report such to our office immediately.
Is there daily maid service?
Daily maid service is not provided. Guests are expected to launder towels, etc. as needed during their stay. Should you wish extra serving you are welcome to call our office to get the costs for the extra services.
What is the Security Deposit Protection Insurance?
In an effort to save our guests money, we have provided this invaluable insurance as an option in lieu of imposing hundreds of dollars in security deposits to our guests. The insurance only covers accidental, unintentional damages with the stipulation that the guest is only covered when the guest reports such damage prior to check out. This does not cover any damage that was unreported by the guest or found to be something caused by negligence or intentional destructive behavior.
What is the difference between trip insurance and security deposit insurance?
They are completely different from each other.
- The security deposit insurance is to save guests from paying large sums of money up from in a security deposit and still be covered for accidental issues.
- The travel insurance covers and protects our guests from financial loss due to a coverable issue pertaining to unexpected reasons leading to a necessity to cancel.
Why should I purchase Trip Cancellation Insurance?
Our cancellation policy is strict and does not allow for refunds based on a variety of issues that can be covered thru the purchase of insurance. In order to protect your vacation investment from unavoidable cancellations, it is important that you consider this valuable option. Do understand, that insurance requires documentable items associated with the circumstances surrounding your need to cancel. And, the reason for the cancellation must be a covered issue by the insurance. CSA Travel Insurance is the insurer. We highly recommend reading the documents included in your rental agreement for your review. Once you have notified our office of the need to cancel, you will need to contact CSA direct to submit your claim ad receive your refund.
You can access additional CSA information within our website sitemap. Go to the navigation options, browse over, “Why Rent With Us”, and choose the drop down option pertaining to Travel Insurance.
What is your cancellation policy?
Once placed, non holiday reservations are able to be canceled more than 30 days away to receive a refund minus the service fee. Holiday stays must be canceled more than 90 days away to receive a refund minus the service fee. Both non-holiday and holiday stays will incur service fees when canceled as stipulated in the contract. All cancelations must be received in writing. In brief, once a reservation has been made there will be no full refunds, only partials when appropriate from Gold Rush Resort Rentals. For more details regarding our cancellation policies please see your rental agreement.
Will it snow when I am there?
We’re sorry, as much as we try to have all the answers, we are unable to tell you ahead of time if snow will occur during your stay. We can be sure that the only time you can expect snow is during our winter months, sometimes we have been known to get snow in October. Weather changes quickly and unexpectedly. The best thing is to be prepared to encounter snow conditions anytime from October thru to April. Would you believe we have actually gotten snow on Mothers Day? Well, we have!
What issues should I consider when driving the mountain in the winter?
No matter when you travel, it is always a best idea to look at the weather conditions as well as road conditions prior to departure. You can access this information right from our website. Go to, “Big Bear Info” and choose the “Weather and Road Conditions” link.
We also suggest that you bring …….
- Carry chains in your car anytime October – April. During snow conditions, the highway patrol will not allow you to drive up the mountain without chains. Some homes are on hills and you will need a 4WD vehicle to get to them during snow conditions. Please check with us first about any house you want to book in the winter, if you don't have a 4WD.
- Flash light as nightfall in the mountains becomes very dark as there are limited street lights throughout some communities. This makes the visibility limited when traveling unfamiliar mountain streets and roads.
- Shovel to assist you if you need to remove or knock down a berm or help when installing snow chains on car tires.
- Blankets are also suggested in the event that you encounter heavy traffic and/or delays due to rock slides, accidents, etc.
- Water and food are a good idea in the event you encounter any of the potential delays mentioned above.
What should I expect on the day of check-in regarding snow in the driveway or walk way accesses?
On snow days where 4” or more of snow has fallen there will be plows working the streets removing snow. Standard non-holiday check-in time is 4:00 pm, holiday check-in time is 5:00 pm, we are not the vendor plow and have no control over the timing of the service, however, the vendor plow driver understands that driveways and walkways are to be cleared and ready for check-in time. Each cabin comes equipped with a shovel for our guests’ convenience.
Snow Berms are created by the city plows as they pass down the street. It is standard to have a home plowed once by a service vendor to clear the driveway area prior to check in. If the plow has done the job and the city continues to drive the streets chances are you will encounter a snow berm between you and the entrance to the driveway. Should you find yourself in this situation you can consider the following options:
- Use the shovel you have brought with you for convenience
- Retrieve the shovel in the home provided for your convenience.
- DO NOT drive over the berm as this will compact the snow and create a solid ice area that you may find difficult to drive over.
Exceptionally Heavy Snow Conditions:
If exceptionally heavy snow conditions exist it can cause a challenge to the City, Cal Trans, as well as the service vendors. This can cause unexpected delays and obstacles in performing services normally preformed under standard conditions. It’s during these challenging conditions that our guests must have patience and understanding. It will be necessary for you to get involved in helping yourself with the snow shovel provided in each house. If you failed to bring your own shovel and you need more than one, shovels can be purchased from a variety of stores in Big Bear. None of us have any control over the situation. We assure you that plows within the City of Big Bear Lake work round the clock to clear the streets. Service vendor plows will continue to work their route until all their cabins have been plowed, this means into the night and wee hours of the morning.
Does Snow Plowing the driveways happen on other days besides check-in days?
If snow falls occur during anytime or throughout your stay, that meets the city mandates, the vendor plows will be out removing snow. If the vendor plow drives by your address and sees the driveway full of cars or unable to access the area they do not get out of their vehicle to knock on the door and see if anyone is home to remove their cars. This is when the shovels provided become mans best friend.
If there have been no news reports of snow does this mean the ski resorts are closed?
No, mother nature does not have to provide natural snow in order for the ski resorts to be open. Many times conditions are just right which allows for the resorts to produce snow and allow for great skiing and snow boarding.
How do I check the snow conditions, weather, and road conditions?
You can check on snow conditions by looking up to the navigation links from the homepage. Go to, “Big Bear Info” and choose the “Weather and Road Conditions” link.
Should you find a question not listed here, please call our office and we will be happy to assist you.