Sadly I can not leave a good review for the staff. After our first wonderful night, a storm passed through Big Bear the next morning. Sadly, the entire valley lost electricity and we were basically stranded with no food, drinks, or communication. The most help we received was when we talked with a cook. The staff were useless and of no help. My sister and I are elderly, and we needed food. We didn't even have WIFI. The staff would just shrug their shoulders. Useless and with no hospitality training. They should have opened up the bar area to all the guests and provided water, snacks, and support with communication. It should have been a safe haven instead ot total isolation. We drove around the lake and saw that there was nothing open. Finally, after no breakfast or lunch and no prediction of when electricity would be restored, we decided to leave. I believe we should have been given a refund for the three nights we planned to stay on but no such refund was provided. So overall the location of the hotel was wonderful, but the inept and poorly trained staff failed us and ruined our vacation. I will never stay there again.