POLICIES

Payment:
Payments can be made via Cash, Visa or MasterCard (Credit or Debit).
CREDIT CARD ON FILE MAY BE CHARGED FOR THE FULL AMOUNT OF THE RESERVATION DURING NO CANCELLATION PERIOD.
CREDIT CARD ON FILE WILL BE USED FOR LATE CHECK-OUT FEE AND DAMAGES.

Refund:
Full refund is issued ONLY if all three roads to Big Bear are closed NO EXCEPTIONS. No refund for early departure.

Office Hours:
Office hours are 8am to 10pm. There is a $50 late check-in fee (after 10pm).

Check-In and Check-Out times and fees:
Check-in time is between 4pm and 10pm. There is a $20 per hour early check-in fee ($50 per hour during Holidays). If you anticipate arriving after 10pm contact the office to make after hours arrangements. There is a $50 late check-in fee (after 10pm).
Check-out time is 11am. There is a late check-out fee of $20 per hour ($50 per hour during Holidays.

If your travel plans necessitate an earlier check-in or later check-out please contact the office in advance of your arrival to make arrangements subject to availability. Timber Haven Lodge cannot guarantee availability for early check-in or late check-outs. Late check-outs without prior arrangements will be automatically charged to your credit card.

Check-In and Check-Out procedure:
Check-in starts at the office where payments will be made in full. Guests will be given a tour of the grounds and their cabin. Cabins are maintained regularly for our guest's safety and comfort. Please report any item not functioning or any safety hazard as soon as possible. For check out procedure please see Security / Cleaning Deposit and Lost and Found sections below. 

Holiday Restrictions:
Thanksgiving, Christmas and New Year minimum 3 nights stay. Memorial Day, 4th of July, and Labor Day minimum 2 nights stay. One or two nights stay may be available based on no-shows or cancellations. Call the office for last minute availability. See Cancellation/No-Show section below for other restrictions.

Online Reservations:
Prior to making an online reservation, read the policies carefully. Enter all fields as requested and verify correctness. Once the reservation is completed, print the last page as your final confirmation for your records. No further confirmation is required.

Overseas Reservations:
Reservations made from outside United States, online (via internet) or by telephone, must be paid in full at the time of booking. NO CANCELLATION and NO REFUND.

Reservation Deposit:
Timber Haven Lodge does not require or charge a deposit. A $50 partial payment is charged to your credit card following your booking to verify the credit card information and will be applied in full toward the accepted room rate. Reservations made within 48 hours of arrival must be paid in full at the time of booking.

Legal Age:
You must be at least 18 years of age and have a Visa or MasterCard to reserve a room at Timber Haven Lodge. If person making the reservations is under 21, then all persons in his/her party must be 18 years of age or older.

Discount:
Timber Haven Lodge offers, a 10% discount off our standard rates to active Firefighters, members of AAA, AARP, and Law Enforcement (Police and Sheriff). Persons with the membership to the above organizations must make the reservation and present a valid ID and membership card at check-in to receive the discount. This discount cannot be combined with other special promotions and is not available during holidays. Guests are responsible for checking the website or asking about discounts prior to booking. Rates will not be changed once the reservation is made. Please check the Special Promotions section regularly for discounts, specials and package deals. Sign our Guestbook to receive our best rate possible via bi-monthly email specials.

In-Room Massage:
In-Room Massages are performed by a licensed masseuse. Contact front desk with masseuse gender preference. Gratuities are not included. Please tip your masseuse directly.

Gratuity:
Gratuities are not included as a part of reservation fee. Please use the provided envelop in your cabin to tip the housekeeping staff according to service you received.

Security / Cleaning Deposit:
At check-in time a deposit slip may be imprinted with your credit card number. After check-out your cabin will be cleaned and inventoried. In case of damage or missing items you will be contacted with the amount of damage and your credit card will be charged (see partial fee schedule below). In order to avoid charges,  please follow these simple guidelines prior to check-out. Upon request we will do a courtesy cursory walk-thru at check-out. PLEASE NOTE: A cursory walk-thru does not imply there will not be a charge for hidden damages or missing items.

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, VCR/DVD player.
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. DO NOT use towels on pets.
9. Make sure all items in the cabin or suite are accounted for. 

1. Removing trash from the kitchen and bathroom and reline the trash cans.
2. Replacing towels left on bathroom floor only. To conserve water we will not replace towels that are hanging.
3. Replenishing toilet paper, paper towel, and toiletries as needed.
4. Making the bed. (Requires all personal items to be off the bed).

Gift Certificate:
Timber Haven Lodge Gift Certificates are available in any amount and must be used within two years of the issuance date. Gift certificates can only be used toward cabin reservations, services rendered and items purchased or rented from Timber Haven Lodge (no cash back). There shall be no refunds after issuance of the Gift Certificates.

Spa:
Spa is maintained and available for use year-round. The water temperature is kept low to conserve energy. Guests are asked to kindly notify the management or the staff 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. Guests using the spa must lock the gate during and after use to prevent young children entering the spa area. Spa hours are 8am to 10pm unless other arrangements are made.

Children:
Timber Haven Lodge is located across from the National Forest and it is easy for children to wander off. Children must be supervised by a parent or an accompanying adult at all times. Parents are fully responsible and held accountable for their children's behavior. Babysitting may be available upon request for a nominal fee.

Playground:
Playground area and equipment is available daily from 8am until 8pm. Closed during snow season. There are several pieces of playground equipment and various toys for the children to use and to play with. We make every effort to make sure all equipment is in good shape and working order, however, children may hurt themselves, sometimes seriously, playing with any piece of 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 insure your child's safety:

1. Check all equipment and toys 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.
2. Accompany your child at all times as you would in a public park while outside your unit.
3. Children must wear shoes to protect their feet from sharp objects such as wood splinters or pine needles.
4. Parents are responsible for their children's action and safety while at Timber Haven Lodge.
5. Playground policy form must be signed at the office upon check-in.

1. Dogs must remain on leash whenever you are within the boundaries of the City of Big Bear Lake and outside of the units of Timber Haven Lodge.
2. Your dog must leave with you when you leave your cabin, no matter how short a time.
3. Clean up and dispose of your dog's mess.
4. Please be courteous of other guests and tend to your dog if he barks or in any way disturbs other guests. If your dog's leash is tied outside your door, make sure the length of the leash does not allow him to get in the path of others.
5. Your pet is your responsibility. Timber Haven Lodge does not accept responsibility for your pet or his actions. Please follow our guidelines to insure a safe and pleasant stay for you and your pet.
6. Pet policy form must be signed upon check-in.
7. There is a $50 charge to remove pet urine or stain from the cabin.
8. DO NOT use white towels to clean or dry your pets.

Privacy Policy:
Timber Haven Lodge will safeguard, according to strict standards of security and confidentiality, any information collected from guests for reservation and opt-in purposes and will not share these information with any other person or organization unless required by law.

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.