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CANCELLATION / NO-SHOW:
All No-Shows are charged full fee. NO EXCEPTIONS.
There is NO CHARGE for cancellations made up to 7 days prior to arrival.
There is NO CANCELLATIONS within 7 days prior to arrival (14 days during Thanksgiving, Christmas and New Year holidays).

Cancellations made within 7 days prior to arrival (14 days during Thanksgiving, Christmas and New Year holidays) are charged the full fee.

REFUND:
No refund for undesirable weather, road conditions, medical issues, work schedule conflict, early departure etc. By making a reservation the guests understand that the weather is unpredictable at best and Timber Haven Lodge is not liable for last minute weather change. FULL REFUND IS ISSUED ONLY IF ALL THREE ROADS TO BIG BEAR ARE CLOSED. NO EXCEPTIONS.

RESCHEDULING: 
Based on availability, reservations can be rescheduled up to 7 days prior to arrival with a $25 rescheduling fee (14 days during Thanksgiving, Christmas and New Year holidays with $50 rescheduling fee).

PAYMENT:
Payments can be made via Visa, MasterCard, American Express or Discover. CREDIT CARD ON FILE WILL BE CHARGED FOR THE FULL AMOUNT OF THE RESERVATION 7 DAYS PRIOR TO ARRIVAL. If the charge on credit card is denied and guest cannot be contacted, the reservation will be cancelled and removed. Credit card on file will be used for late check-out fee and damages.

OFFICE HOURS:
Office hours are 8am to 9pm. Office is closed on Thanksgiving, Christmas and New Year's day.

CHECK-IN AND CHECK-OUT:
Check-in time is between 4pm and 9pm. If you anticipate arriving after 9pm contact the office to make after hours arrangements.
Check-out is by 11am. There is a late check-out fee of $25 per hour ($50 per hour during Holidays - one hour max).

Cabins are maintained regularly for our guest's safety and comfort. Please report any problems or safety hazard as soon as possible.

HOLIDAY RESTRICTIONS:
Christmas and New Year from December 21 thru January 5th minimum three night stay is required. Thanksgiving, Memorial Day, 4th of July, and Labor Day minimum two nights stay is required.

LEGAL AGE:
You must be at least 21 years of age and have a valid ID and credit card to reserve a room.

IN-ROOM MASSAGE:
In-Room Massages are performed by a licensed massage therapist. Gratuities are not included. Please tip your massage therapist directly.

ADDITIONAL CHARGES:
Follow these simple guidelines to avoid charges
  1. Wash all dishes, pots and pans, utensils, etc. and leave on the counter to dry.
  2. Remove personal items and groceries from the refrigerator, freezer and all cabinets.
  3. Clean excess food from oven and stovetop.
  4. DO NOT rearrange furniture.
  5. DO NOT rewire TV.
  6. DO NOT burn lumber in fireplace. Only store bought wood bundles or synthetic logs allowed.
  7. DO NOT use towels as makeup remover.
  8. Make sure all items in the cabin or suite are accounted for.

Partial Fee Schedule

Washing Dishes
Clean soiled or stained carpet
Remove a foreign object from a backed up toilet
Remove cigarette, incense, candle smoke/odor
Reconnect TV, VCR/DVD player wiring
Remove candle wax
$50
$50
$50
$50
$25
$25
Other fees may be charged based on cost of repair or replacement plus 15%

HOUSEKEEPING:
Housekeeping is performed daily and consists of the following:
  1. Removing trash from the kitchen and bathroom.
  2. Replacing towels left on bathroom floor only. To conserve water we will not replace towels that are hanging.
  3. Making the bed. (Requires all personal items to be off the bed).
  4. Housekeeping will not be performed if there is a Do Not Disturb sign on the door. Please contact the office, if you wish for the housekeeping to be performed at a certain time. No housekeeping service on 4th of July, Thanksgiving, Christmas and New Year's day.

    SPA: 
    Notify the manager at least 2 hours prior to using the spa. Children are not allowed in the fenced spa area unless accompanied by a parent or an accompanying adult. Gate must be locked after spa use. Spa hours are 10am to 9pm unless noted otherwise. Guest must read and comply with all posted safety rules.

    PLAYGROUND:
    Playground area and equipment is available daily from 8am until 8pm. Closed during snow season. We make every effort to ensure all equipment is in good working order, however, children may hurt themselves, sometimes seriously, playing on the playground equipment. Timber Haven Lodge does not assume any responsibility or liability for children getting hurt or injured. Parents please read and follow these rules to ensure your child's safety:
  5. Check all playground equipment prior to your child using them.  Bring any concerns you may have to our attention.  We will respond immediately to fix, remove or decommission the item.
  6. Accompany your child at all times as you would in a public park while outside your unit.
  7. Children must wear shoes to protect their feet from sharp objects such as wood splinters or pine needles.
  8. Parents are responsible for their children's action and safety while at Timber Haven Lodge.
  9. Playground policy form must be signed at the office upon check-in.
PETS:
No pets allowed.

VISITORS:
All visitors must leave Timber Haven Lodge by 10pm (NO EXCEPTIONS). Any guest found entertaining visitors past 10pm is in violation of Timber Haven Lodge policy and will be asked to leave without a refund. Visitors wishing to stay overnight, may register as an additional guest in the same suite for an additional fee. Not to exceed maximum occupancy of the unit.

UNAUTHORIZED PERSONS:
Timber Haven Lodge suites are provided to specific number of people as specified on the reservation information sheet. Additional guests exceeding the maximum occupancy WILL NOT be allowed in cabin. NO EXCEPTIONS and NO REFUNDS due to last minute tagalongs. Any guest allowing an unauthorized person to stay in the suite is in violation of Timber Haven Lodge policies and will be asked to leave without a refund.

PARTIES:
Timber Haven Lodge is a family oriented establishment and is located in a quiet residential neighborhood. Loud and late parties, in particular, parties involving foul language are not allowed and will not be tolerated. Such parties are in violation of Timber Haven Lodge policies and the guests will be asked to leave without a refund.
Birthday parties are welcomed. Please contact the office to make arrangements.

SMOKING:
Smoking of any kind, incense, and ashtrays are not allowed within the cabins. Smoking is allowed only away from the cabins with the doors closed. See Security / Cleaning Deposit section above.

PRIVACY POLICY:
Timber Haven Lodge will safeguard, according to strict standards of security and confidentiality.  Information collected from guests for reservation and opt-in purposes, will not be shared with any other person or organization unless required by law.

PARKING:
There is limited parking space. There is one parking space max. for Cabins 1 thru 8. There are two spaces max. for cabin 9.

NOTICE:
This property is privately owned and operated. We reserve the right to refuse service to anyone. We are not responsible for accidents, injury or loss of valuables. Please do not leave valuables in cabins.
 
 
 
 
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2017 Timber Haven Lodge
877 Tulip Lane, Big Bear Lake, California, 92315
Toll Free: (888) 282-3568   |   Local: (909) 866-7207   |   Email: info@timberhavenlodge.com