TownePlace Suites by Marriott Ontario Chino Hills — Hotel in Chino Hills

Jackie the apparent hotel manager, does a terrible job running this joint. Her sad excuse is that her workers are on vacation, and she is going through a lot, - personal problems including a death.

For starters - no running hot water. And a dog barking next door our entire stay with no end. Security was called twice supposedly, but nothing was done.

The worst? The security” representative for this hotel was attempting to break into my Penske truck. After asking him what he was doing with flashing a light and trying to open the doors of my truck, he aggressively yelled at me that he was security for the hotel, and threatened to spray me with pepper spray. He had a hood on, dirty pants, no sign of being any type of security. I asked to see his badge and he said he was not required to show me a badge. I ended up having to film him in case the police were to have to get involved.

I finally made it back to the lobby safely - to be able to report this matter to a mid 30s Asian man. He seemed apologetic and assured me he would contact security. But, as I was walking down the hall to my room I heard him laughing and mocking the incident with the same security guard! I went back to inquire about security coming and the front desk man confirmed the homeless looking bum that threatened me was security. He then chuckled and sarcastically stated that my stuff was safe. When clearly it wasn’t! I had to stay up through the last few hours of morning keeping an eye on my truck.

We called to report this matter to the manager Jackie the following Monday. It is ten days later and she still hasn’t felt the need to reply. I called again today before making the call to Marriotts Corporate Customer Care - and was able to get ahold of her. She was rude, condescending and did not make any offer but to talk to her employee to rectify the situation. She was not apologetic. She did not care for the suffering we went through for over $200 a for the night. And she further told me I could call the security company if I’d like to report that person.

When I let her know that I was unhappy with her service and would likely call Marriott in regards to a proper refund, she sarcastically stated “that’s fine, because they will just send the case back to me. And I can deal with it that way.”

I was able to file a case in regards to my experience and Jackie in specific - we’ll see what happens. But I would not recommend this hotel by ANY means. It’s also quite expensive for the teensy kitchen, fork plate and knife, and all the noise from lousy cheap...

When our house caught fire we had no place to stay and when our Public Adjusters set us up for a place to stay, this is where they sent us. This was our first time needing to use our insurance for this type of accident so, to say the least, we were unsure of what we needed to do. Brandon and Jasmine were our first contact and they were awesome. They made our check in as simple as pie, we felt at home and just like we were there for a vacation, (an 8 month long mandatory vacation). Guss was always at hand whenever my husband needed his internet fix, Marcela and Jackie for his vacuum and Lemon scented body wash, the staff were always there with a clean towel, sheets, tongs and spatula for BBQ'ng, letting us in to the pool, anything we needed. For me though, it was a Pepsi (2, 3 or 4) anytime I needed one. The grounds were maintained beautifully, and even with an unforeseen water brake, they handled the cleanup and situation as if there was no problem at all. Every staff member we encountered, from Marcela, Brandon, Jackie, Jasmine, Guss and Kaela to anyone I haven't mentioned always offered service with a smile.  When we went back to do a spot cleaning and finish picking up our stuff and check out(because our house is finally done! Yippie), Kaela helped us out for our final goodbye. We are so happy to be moving back in but it was sad to say goodbye to everyone because they were always so thoughtful and helpful, it was like saying goodbye to family. Thank you again for making  such a horrible experience turn into a wonderful and pleasant time.

Sent...

When our house caught fire we had no place to stay and when our Public Adjusters set us up for a place to stay, this is where they sent us. This was our first time needing to use our insurance for this type of accident so, to say the least, we were unsure of what we needed to do. Brandon and Jasmine were our first contact and they were awesome. They made our check in as simple as pie, we felt at home and just like we were there for a vacation, (an 8 month long mandatory vacation). Guss was always at hand whenever my husband needed his internet fix, Marcela and Jackie for his vacuum and Lemon scented body wash, the staff were always there with a clean towel, sheets, tongs and spatula for BBQ'ng, letting us in to the pool, anything we needed. For me though, it was a Pepsi (2, 3 or 4) anytime I needed one. The grounds were maintained beautifully, and even with an unforeseen water brake, they handled the cleanup and situation as if there was no problem at all. Every staff member we encountered, from Marcela, Brandon, Jackie, Jasmine, Guss and Kaela to anyone I haven't mentioned always offered service with a smile. When we went back to do a spot cleaning and finish picking up our stuff and check out(because our house is finally done! Yippie), Kaela helped us out for our final goodbye. We are so happy to be moving back in but it was sad to say goodbye to everyone because they were always so thoughtful and helpful, it was like saying goodbye to family. Thank you again for making such a horrible experience turn into a wonderful and...