Castle Wood Cottages

Operated by Big Bear Lake Lodging Management LLC

Effective Date: August 14, 2026

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By making a reservation, paying for a reservation, checking in, or staying at Castle Wood Cottages, the guest agrees to these Reservation Terms and Condition.

1. Scope and Definitions

These Reservation Terms and Conditions apply to reservations made directly with Castle Wood Cottages through its website, by telephone, or in person. They do not replace the separate terms of any third-party booking platform.

"Company," "we," "us," and "our" mean Big Bear Lake Lodging Management LLC, doing business as Castle Wood Cottages. "Guest" means the person making the reservation and every person who enters or stays in the reserved accommodation at the Guest's invitation.

The Guest who makes the reservation is responsible for the reservation, all charges, and the conduct of every accompanying guest and visitor.

2. Reservations, Payment, and Confirmation

Full payment of the room charges, taxes, cleaning fee, and other disclosed charges is due when the reservation is made. A reservation is not confirmed until payment is successfully processed and Castle Wood Cottages issues a confirmation.

Castle Wood Cottages accepts the payment methods made available through its Shift4 payment system. Personal checks are not accepted.

Rates, taxes, fees, room features, and stay dates shown in the reservation confirmation are incorporated into these Terms. If the confirmation conflicts with these Terms on a property-specific commercial detail, the confirmation controls only as to that detail.

3. Check-In Identification and Age Requirements

Check-in and check-out. Check-in begins at 4:00 p.m. Check-out is by 10:00 a.m.

At check-in, the Guest must present the credit or debit card used to pay for the reservation and a valid government-issued photo identification bearing a name that matches the name on the payment card.

The primary registered Guest normally must be at least 21 years old. A Guest who is 18 through 20 years old may make a reservation and stay only after signing Castle Wood Cottages' separate agreement prohibiting the possession or consumption of alcoholic beverages in the accommodation.

No person under 18 years old may stay without being accompanied and supervised throughout the stay by a person who is at least 21 years old.

4. Cancellation and Refund Policy

A cancellation received at least 48 hours before the scheduled 4:00 p.m. check-in time is eligible for a full refund.

If a cancellation is received less than 48 hours before the scheduled 4:00 p.m. check-in time, Castle Wood Cottages will retain a cancellation charge equal to the first night's room rate, together with any tax that is legally applicable to that charge. Room charges for unused nights and the cleaning fee will be refunded.

Cancellation or date-change requests may be submitted by telephone, text message, email, or another method accepted by Castle Wood Cottages. A request is effective only when actually received. The Guest is responsible for obtaining confirmation of the cancellation or change.

Refunds are issued to the original payment method unless applicable law or the payment processor requires another method. Processing time after issuance is controlled by the Guest's financial institution.

5. Changes to a Reservation

Reservation changes are permitted only if suitable accommodations are available. Castle Wood Cottages does not charge a separate change fee.

The price for changed dates may be different. The reservation will be recalculated using the rate and applicable taxes and fees for the new dates, and any resulting balance or refund will be reflected in the updated confirmation.

A reservation is not changed until Castle Wood Cottages confirms the new dates or accommodation. A request to shorten a stay is subject to the cancellation policy for the nights being removed.

6. No-Show and Early Departure

Failure to arrive on the scheduled check-in date without a confirmed cancellation is a no-show. A no-show is not entitled to a refund of room charges, but the cleaning fee will be refunded. Taxes will be adjusted as required by law.

A Guest who voluntarily checks out before the scheduled departure date is not entitled to a refund for unused nights.

7. Severe Weather, Road Closures, and Emergencies

A Guest may cancel for a full refund if an official road closure, mandatory evacuation, government order, wildfire, severe snowstorm, extended power outage, or comparable emergency either prevents access to Castle Wood Cottages for the entire scheduled arrival day or prevents the Company from safely providing the reserved accommodation.

A temporary or partial road closure, traffic delay, weather forecast, personal scheduling decision, vehicle inadequacy, failure to carry required tire chains, or failure to comply with winter driving requirements does not qualify for a refund under this section.

Castle Wood Cottages may request reasonable verification of the official closure, order, or emergency condition.

8. Early Check-In and Late Check-Out

Early check-in and late check-out are not guaranteed and require advance approval from Castle Wood Cottages. Approval may depend on housekeeping, maintenance, and the arrival or departure schedule of other guests.

Any additional charge for an approved early check-in or late check-out will be disclosed when approval is given. An unauthorized late departure may result in reasonable additional charges for resulting housekeeping, staffing, lost-room, or other costs.

9. Registered Guests, Visitors, and Conduct

Daytime visitors are permitted, but no unregistered visitor may stay overnight. The registered Guest is responsible for ensuring that all visitors comply with these Terms and leave the accommodation when requested by management.

Quiet hours are from 10:00 p.m. to 8:00 a.m. Parties, events, excessive noise, amplified music that disturbs others, threatening conduct, illegal activity, and conduct that interferes with the safety, comfort, or enjoyment of other guests are prohibited.

Serious or repeated noise violations, indoor smoking, dangerous conduct, illegal activity, unauthorized overnight guests, or refusal to follow lawful management instructions may result in immediate termination of the stay and removal from the property without a refund of unused room charges.

10. Animals

No-pet policy. Pets are not permitted except as expressly provided in this section.

Service animals are welcome as required by applicable law and are not subject to an animal fee. A service animal must remain under the control of its handler and must be housebroken. Castle Wood Cottages may charge for actual damage caused by a service animal on the same basis that it charges for damage caused by any guest.

Animals whose sole function is to provide comfort or emotional support are not service animals under the Americans with Disabilities Act. Castle Wood Cottages nevertheless permits disclosed emotional support animals for a fee of $40 per animal for a stay of one or two nights, plus $20 per animal for each additional night. The Guest remains responsible for any damage or extraordinary cleaning caused by the animal.

11. Smoking and Fire Safety

Smoking, vaping, and the use of marijuana are prohibited inside all accommodations and indoor common areas. Outdoor smoking is permitted only where lawful and safe. Guests must comply with all posted fire restrictions and fully extinguish and properly dispose of smoking materials.

A $250 smoking remediation charge will be assessed for smoking, vaping, or marijuana use inside an accommodation. The Guest is also responsible for actual damage or extraordinary remediation costs exceeding that amount.

Candles, incense, unauthorized open flames, guest-supplied cooking or heating appliances, and tampering with smoke detectors, carbon monoxide detectors, extinguishers, or other safety equipment are prohibited. Any fireplace, grill, cooking appliance, or heating device supplied by Castle Wood Cottages may be used only as instructed and in its designated location.

12. Jetted Tubs, Stairs, and Mountain Conditions

Where provided, jetted tubs, hot tubs, fireplaces, balconies, stairs, and other amenities must be used only for their intended purpose and in accordance with posted instructions.

Children must be supervised by an adult at all times. Glass containers are prohibited in and around jetted tubs and hot tubs.

Guests who are pregnant, have a medical condition, take medication, have consumed alcohol, or are uncertain whether use is appropriate should avoid using a jetted tub or hot tub or consult a qualified medical professional before use.

Castle Wood Cottages is located in a mountain environment that may include snow, ice, wet or uneven surfaces, stairs, wildlife, falling branches, and rapidly changing weather. Guests must exercise reasonable care, use appropriate footwear and equipment, comply with warnings, and supervise children and animals.

13. Property Access, Maintenance, and Accommodation Changes

Castle Wood Cottages may enter an accommodation when reasonably necessary to address an emergency, protect persons or property, perform urgent maintenance, investigate a reported safety or rules violation, or comply with law. When circumstances permit, reasonable notice will be provided.

If the reserved accommodation becomes unavailable because of maintenance, a safety concern, casualty, or another circumstance beyond the Company's reasonable control, Castle Wood Cottages may offer a comparable or upgraded accommodation, offer alternative lodging with the Guest's agreement, or cancel the reservation and refund the amounts paid for the unavailable stay.

To the fullest extent permitted by law, the refund described above is the Company's maximum obligation for an unavailable accommodation, and the Company is not responsible for transportation costs, the cost difference of lodging independently selected by the Guest, or other incidental or consequential losses.

14. Damage, Extraordinary Cleaning, and Payment Authorization

The Guest is responsible for loss of or damage to the accommodation, furnishings, fixtures, equipment, keys, and other property caused by the Guest or the Guest's accompanying guests, visitors, or animals, excluding ordinary wear and tear.

The Guest is also responsible for reasonable charges arising from extraordinary cleaning, indoor smoking, animal damage, missing items, unauthorized late departure, or other material violation of these Terms.

To the extent permitted by applicable law and payment-network rules, the Guest authorizes Castle Wood Cottages to charge the payment method used for the reservation for unpaid amounts and reasonable, documented post-stay charges described in this section. Castle Wood Cottages will provide notice of a post-stay charge using the contact information associated with the reservation.

15. Personal Property and Lost Items

Guests are responsible for securing their vehicles and personal belongings. Castle Wood Cottages is not responsible for lost, stolen, or damaged personal property except to the extent responsibility cannot lawfully be excluded.

Lost items will be held for 30 days after check-out. After 30 days, unclaimed items may be discarded. A Guest requesting return shipment must purchase and provide a prepaid shipping label; USPS or UPS is recommended. Shipment is at the Guest's risk, and Castle Wood Cottages does not guarantee recovery or delivery of any item.

16. Assumption of Risk and Responsibility

The Guest accepts the ordinary and inherent risks associated with staying in a mountain lodging property and using the accommodation and its amenities, including risks associated with weather, snow, ice, stairs, wet surfaces, wildlife, fireplaces, balconies, and jetted tubs or hot tubs.

To the fullest extent permitted by law, Castle Wood Cottages is not liable for injury, loss, delay, or expense caused by a Guest's negligence, misuse of property, failure to follow instructions or warnings, violation of these Terms, or events beyond the Company's reasonable control.

Nothing in these Terms waives liability that cannot legally be waived, including liability for the Company's gross negligence, willful misconduct, or violation of a non-waivable legal duty.

17. Governing Law and Disputes

These Terms are governed by the laws of the State of California, without regard to conflict-of-law principles.

The parties will first attempt in good faith to resolve any dispute directly. If a dispute cannot be resolved informally, it must be brought in a court of competent jurisdiction located in San Bernardino County, California, and each party consents to that venue and jurisdiction.

18. General Provisions

If any provision of these Terms is unenforceable, it will be enforced to the maximum extent permitted and the remaining provisions will remain effective. A failure to enforce a provision is not a waiver. The version in effect when a reservation is confirmed applies unless the parties later agree in writing to a change or a change is required by law. These Terms, the reservation confirmation, and any separately signed property-specific agreement constitute the agreement governing the direct reservation and stay.