Hampton Inn & Suites Chino Hills — Attraction in Chino Hills

★★★★★ Hotel Stay is 5 stars, the manager on the other hand is wildly unprofessional. [Review Below]

☆☆☆☆★ Manager Nadia was very aggressive and accusatory. After 3 weeks of not receiving my deposit back, I called to question why. She angrily expressed "It's not a refund, it's a release." Regardless, I have not received it yet. Nadia then stated "It's because you smoked in the room." I had not, and told her there are smoke detectors in the room. She replied "People open the windows. You signed a waiver when you booked. I'm not going to argue with you." After asking for the corporate number 3 times she said " I have other calls" and was placed on hold. Afterwards, I was given the number. I asked for her name, which she spelled then promptly hung up on me.

-Hotel Stay- The staff was friendly and knowledgeable; front desk and maintenance! I was able to get a seamless room change after I checked-in. Spacious room w/ a fridge. Plenty of parking and conveniently located near food and entertainment. Calling back in regards to the missing deposit, [excluding Nadia] the employees were pleasant on premise and on the guest services/corporate line. I am a Hilton Honors member and have never had an unpleasant experience until this uneccesarily aggressive phone encounter with Nadia.

Update: Unfortunately, there was no follow up from the hotel and the charge had to be corrected through the bank.

There have been prior reports of wrongfully charging patrons a smoking fee. Be wary staying at...

First, the reason for 3 stars. I was in a room on the first floor in the middle of the hallway. The wi-fi reception there was atrocious with multiple devices unable to connect or disconnecting soon after. The closer to the door, the better the reception. My request for a new room was unable to be granted due to being busy. For a short stay (2 days or less), I'd look past this. I can deal with having to work in the hotel lobby and the location and price are convenient to my needs. In fact, i've stayed here before with no issue. My stay had me here longer and the lack of internet (and cell phone dead zone) was a major inconvenience. Room location seems to be the key.

Now to the good things. The staff is amazing. The issue was outside of their capabilities to remedy but they were always smiling and understanding. Their professionalism was always top notch. Everyone is apologetic, smiling, and helpful even when there was nothing they could do. The rooms are decent size. The TV is your basic cable package (I rarely had it on). The breakfast is adequate.

This hotel could use an update to their Wi-fi but outside of that, it's a good place for a short visit. I'll stay here again if my needs are temporary. If I need to stay for business longer than 2 days, I will look for somewhere else until their Wi-Fi capabilities are adequate for the...

I called the hotel today at 12midnight since our area has a power outage and needed a place to stay. Especially my 2 children has an online school and needed an internet for their class.

I checked my app and it shows that there's available room to book, so then I called the hotel to see if we can check in right away.

Guess, what did the night audit say "you can't check-in because we are sold out for tonight, even if you book it I won't be able to check you in. Since we are sold out".

Mind you I explained her my situation and still insist that this place is sold out.

I used to work as a night auditor or front desk for 5+ years. If the system is sold out it will automatically update or if the hotel has negative rooms to sell the manager will update the system to close the online booking system. To make sure no reservation can be made. For the morning shift the front desk will check how many arrivals and available rooms are good to sell for the entire night. And if it the hotel is in negative status the manager will close the reservation online. Anyway

But in this case I assume the night auditor doesn't want to make a sell and accommodate a customer. Since probably she needs to run her night audit.

Thank you for the amazing customer...