Holiday Inn Express & Suites Ontario - Chino Hills by IHG — Hotel in Chino Hills

the hotel is newer, its nice in that aspect. however, their customer service skills aren’t superior. the staff has communication issues, which i guess the manager does too as she agreed to refund my first night stay out of 4 nights and didnt keep to her word, IHG had to take care of it for her. i asked for that night to be refunded as the hotel failed to provide a crib for my baby that i requested a week prior to arrival, i kept trying to advocate for my baby and the unsafe sleep environment that itd be. how i wasnt able to travel with my own travel crib etc, begging for someone to help me with a solution or to refund my stay to move on to another hotel…. which the hotel staff refused to do both… JUST to find out after the fact my baby fell out of bed only few hours later just to be told there was a crib & it was in the storage unit on the floor i was staying on. so the WHOLE situation of the distress it placed on myself and my baby who fell, COULD HAVE BEEN AND SHOULD HAVE BEEN AVOIDED. the manager informed me the hotel next door, could have provided them a crib for me too. so yet again, this whole situation of a mom crying for help for her baby and the baby falling out of bed, couldve been avoided. this could have been solved.

breakfast goes FAST and no one is restocking it. once its gone its gone. at 9am on sunday breakfast was gone. literally not even a banana.

the staff is not very accommodating.

the girl who checked me in on friday, the same one i had issues with the crib from, failed to let know they are short staffed on house keeping and it was only by request. i overheard two nights later by another staff member checking someone else in about this. i had been wondering why no one had been in to give me at least a made bed and clean towels, why i had to keep putting my trash out of my room to get that changed. that sunday after learning this, i asked him to please put me down for cleaning the next day for after 10 am. i grabbed fresh towels then…. next day, NO ONE CLEANED MY ROOM. 4 nights and nothing cleaned even after requesting it.

i could only wonder why this place is short staffed. must be a JOY to work with one another and the nonsense.

prior to my stay, i booked this hotel for two separate stays about a month apart for when we come back to visit for my sons birthday and thanksgiving, i have cancelled other reservation after this stay and the manager failing to keep her word on my refund for one night, i didnt ask for anything more even tho i never once had house keeping come into my room. i will NOT be returning and i do not recommend this hotel to anyone. go somewhere else.

the hotel next door is also under the same management and ownership from my understanding. dont stay there either :)...

My trip had a very specific purpose: empty my storage unit in chino and send my stuff to my new location. My time was very limited and I planned to start right the way. My storage keys and access card was in possession of a friend, whom I asked to drop it of for me at the hotel before my arrival. My friend left an envelop with my key and card, the only two things I need to start my mission with the hotel staff at 1:05 pm. I got at the hotel at 4pm in the same day and for my surprise the envelop disappeared. I called and confirmed that my envelop was received. The two receptionists there at the time of my arrival had no clue where it could be. I asked for the manager contact which they gave me. The manager called back and stated that she believed the USPS could have taken by mistake, because according one of the receptionist there the envelop was placed in a tray - together with the mail to go out. First of all I was really upset because I had half day ahead of me and I really wanted starting my tasks right the way. Second In was scared that someone could have it and basically access my storage. In the next day I emaild, called, left msgs to the manager who told me to go ahead and call the locksmith and send her the receipt. She also said she would open a case with USPS and an internal case with the hotel and send me the information is those cases so I could have updates as well. She never contacted me Again. I sent the locksmith receipt and asked to stay one more night in the hotel because I could not finish my business simple because I could only recover the access to my storage almost 24 h after my arrival. She never contact me back. I had to extend my stay, pay for it , and I have no clue when or if the hotel Will ever reimburse me. I call the manager and she send it straight to voicemail, I send email And never receive an update of my case, an apology, let alone the money back of my extra costs. I only asked for one more night and the locksmith reimburse. I had to pay extra for last min flight, car rental, food diring my extended stay and the hotel didn’t give me anything. They lost my belongings, they put me under stress, and the manager...

The worst ever IHG hotel I have ever stayed. Went to check in at 1010pm. The hotel lobby entrance was locked, and no one answered the call or opened the lobby entrance for about 10 minutes. After a few minutes of waiting, one of the guests allowed us to get in, as it was freezing cold inside. After waiting for another 10 minutes, the reception person showed up with a stack of towels in their hand. He was missing and not on the desk—no greetings or welcome for the platinum elite The next day, during breakfast, coffee ran out at 940am, which was supposed to remain operational until No one was there to clean up the tables or refill the coffee. The lady came exactly at 10 am and closed the breakfast door without even caring about the guests. The bathroom lock was non-functional (it could not lock in from the inside). I woke up to a lot of noise from the freeways. This hotel is next to the 71 freeway, and the noise literally woke me up at 6 a.m. It was very disturbing at night with all thevehicle noise. The windows were all closed as much as I could, but still, the sunlight was able to get through the sides and light up the room early in the The most unfortunate thing is that I had a reservation for two nights, but someone checked me out at 1230pm the very next day (after a one-night stay) without telling me anything. My room keys were operational, though, and I realized only when I retired to the hotel around 9:30 pm to find that there was no reservation on my name. I had to call IHG supervisors to fix the issue as hotel staff could not help me. The star was supportive, but everyone was running everywhere. The receptionist was doing laundry and folding towels; cleaners ran across all the rooms to supply room materials. The receptionist was also cleaning breakfast tables and guest chairs across t Overall, it is a nice new building, but the worst ever people are making the hotel as they literally care about having less staff and...