We were visiting Big Bear Lake in the San Bernardino mountains and intended to explore the area the next day. We booked a room at the Marina Riviera right on the Lake and reached the hotel at about 3:15 p.m. Checking in was easy. The room was comfortable, with a nice view of the lake from the balcony. Unfortunately, our rental car had developed a problem just as we reached the hotel parking lot. A lot of time was spent seeking help. Finally, the rental car company said they would give us a replacement vehicle, but only at their nearest counter at the Ontario International Airport some 60 miles away. It was already dark, so we decided to give up the Marina Riviera room and seek a hotel near the car rental location. While we were thinking about the forfeited rent and the missed opportunity to tour the Big Bear Lake area, we ran into Ana Arriaga, the hotel receptionist. As we told her our story, we mentioned that the room rent had already been paid, but we would not stay the night there. Immediately, Ana not only understood our situation and empathized with us, but also volunteered to talk to the Manager, Raymond Landa. Within minutes, Raymond authorized Ana to refund our rent. She told us the news and credited our credit card with the full rental amount right away. So, while we did not get to use a well-furnished room lakeside all night, we appreciated the kindness and courtesy of Ana and Raymond. On the next trip to the Bear Lake area, we will stay at the Marina Riviera and recommend it to our friends wanting to visit the region.
14 Reviews