We traveled approximately 100 miles round trip and planned our stay in Big Bear specifically around…read morerenting a pontoon boat from Big Bear Marina. Although both the $490 rental and $250 security deposit were ultimately returned in full, the experience was disappointing and revealed a serious lack of preparation for inclement weather.
Our original reservation was Sunday, September 6 at noon. It was raining heavily, but we arrived on time and were prepared to honor the reservation. We understood the marina's stated policies regarding weather, refunds, and 24-hour notice. The issue was not simply that it was raining. The marina expected customers to accept the consequences of the weather while appearing unprepared to provide the rental in those same conditions.
The pontoon and its seats were soaking wet. Its overhead cloth covering provided absolutely no protection, and the marina did not even have towels available to dry the seats. When we asked for one, an employee suggested "use a life vest to cover the seat."
We were also instructed not to go right after leaving the marina and told that, because of the heavy fog, we should remain in the middle of the lake. Being advised to limit our movement because visibility was so poor did not inspire confidence that the conditions were appropriate for boating.
At the marina's suggestion, we moved our reservation to 2:00 p.m. because the rain might let up. We returned on time, but it was still pouring and nothing had improved. Rather than abandon the experience, we extended our lodging at additional expense and rescheduled for Tuesday, September 8 at 11:30 a.m.
When Tuesday's forecast called for thunderstorms, we called at 9:00 a.m. Monday--more than 24 hours in advance--to cancel while complying with the stated policy. A dock worker had told us that mountain weather is unpredictable, which was exactly why we chose the safer option before the deadline. That decision proved reasonable: Tuesday brought thunder, lightning, heavy rain, and flooding in the area.
Unfortunately, the cancellation call with Sadie was unnecessarily contentious. My wife explained that we understood the policy, had arrived twice prepared to use the boat, had repeatedly rescheduled, and had extended our stay specifically to make the rental happen. Sadie argued with her, refused her request to speak with a manager, and said the system would not allow her to issue a refund. Even arguing that "My app doesn't show rain for tomorrow" After a prolonged discussion, Sadie said, "You know what, I don't have time for this. I will just refund it," and immediately hung up. The refund was then processed. We appreciate that everything was returned, but the contradictory information, refusal to involve a manager, and abrupt hang-up were not professional.
This trip also held personal significance. It was our first getaway since my wife underwent emergency spinal and femur surgeries related to Stage IV cancer. Walking can still be difficult for her, so repeatedly navigating rain, mud, gravel, slippery surfaces, and a floating dock was not just a minor inconvenience. We did not disclose her condition or request special treatment because customers should not have to reveal private medical circumstances to receive basic preparation, clear communication, and reasonable consideration for safety.
We made every effort to make this rental work. We traveled specifically for it, arrived on time twice despite the rain, accepted multiple reschedules, extended our stay, followed the cancellation policy, and prioritized safety when thunderstorms were forecast. Big Bear Marina ultimately refunded us, which was the correct resolution. However, a business with a strict weather policy should also have a clear, practical plan for serving customers--or responsibly accommodating them--when that weather arrives. We now have no reason to ever return to Big Bear.
