Best Western Ontario Mills Mall — Hotel in Ontario

I booked this hotel to go enjoy an event that weekend with my friends. I know that c/i time is at 3pm, but I just wanted to check if there was early c/i available. It turns out that there is but there is a $30 fee. When I first tried to check in early, no one greeted me at the front desk warmly, not even the GM. Everyone was standoffish and gave off the vibe as "ugh what do you want." I came back later at around 2:45pm to check in and I was helped by Desi or Jasmine. She did not smile at me once, and made no eye contact with me. It was very unprofessional and an unfriendly experience. I requested a room on the top floor, but since there was none that was clean that was understandable. The rooms overall were pretty nice, but there could be some changes made. One thing that was an inconvenience was that the door that opened to the room and the restroom door were such inconveniently placed. Whenever I tried to enter the room or my friend tried to enter and the bathroom door was open a little; it would always clash. That was annoying. I thought this property would have the energy savers, but to my surprise they don't have it. Breakfast was in a small crowded area. Fast forward to check out and it was Desi who checked me out. Now keep in mind that they already took a full authorization of the total stay on my credit card. I asked them to split the payment with my boyfriend, so Desi should've just charged half from the obtained ccd auth on my card, and got the other half with my boyfriend's ccd. Instead, she erased my ccd authorization (which takes about 3-5 business days to return to my card) and took ANOTHER authorization (so another charge in my bank statement) for the half I was responsible for. Why did she erase the auth that was already obtained during check in? What an inconvenience. Another thing that shouldn't have happened is that the total amount that my boyfriend and I were splitting was $330, and she said each of us had to pay $180. I knew right off the bat that the amount she said was incorrect. I told her that's not the right amount and I showed her the correct amount. She insisted that I was wrong and kept saying no it's $180. This went back and forth for a while until she redid the math and found that she was wrong. Instead of apologizing she said to me "Oh good thing you caught that haha". Well of course I caught that? I mean I am paying for it, but you shouldn't be making that mistake in the first place.

There was only one front desk staff that was friendly, and it's unfortunate I didn't get his name. He was working as a security guard one night. Overall this property is eh. Front desk should be more professional, friendly and knowledgeable about the c/i &c/o system. I'm going to the same event next year, but I don't think I'd be...

Room 222

Edit: So I guess they have ghost bedbugs 😂 I guarantee a professional was not called. Regardless, a comp should have been offered at the very least. I literally don't care about the money but it sounds like they handle any complaint in this manner. Meanwhile, my eye is still swollen as these bites take a week avg to heal which truly impacts my ability to do the work I came here to do and to drive in general. As a customer service worker myself: Professional replies do not equal exceptional service. Do better. My complaint is valid and should not be gaslit.

Normally, I never post reviews as I find them biased on both extremes. However, I try to make a point to review when it concerns public health. I recently stayed here to attend a funeral. The staff were kind and attentive, as far as I experienced, and I really had no complaints.

About an hour after I checked out, I was trying on clothes at Target and noticed bites on my face. I have no allergies, I don't wear products on my face. Eventually, I narrowed it down to bed bugs (as I did not want to immediately assume this). I returned to the hotel the next day as I noticed them worsen and become unbearably itchy.

Now, keep in mind my degree is in Environmental Health and Safety, so I'm well versed in pest identification.

I made the hotel aware, and they took my info but made it a point to state housekeeping did not find anything and that they've never had problems except with mosquitoes. There was no "rectifying" the issue as they often respond with on here. They told me they would have the room checked after the current guest checked out and have the GM contact me.

Knowing how customer service is as I work in the field as well, I contacted Delta who I booked through in order to ensure the issue was taken seriously. The hotel had the audacity to say my bites did not look like bedbug bites and offered no resolution.

In case you book here, please know that bedbug bites are often seen in lines as they feed while you sleep, they also may become swollen and itchy as mine did causing my eyelid to swell. Additionally, they can travel up to 20ft to feed, and are tiny and thin making them capable of hiding far beyond the scope of a housekeepers job unless adult bugs are present (I've also been a housekeeper). The proper resolution would have been to contact a professional to properly search and treat this room. I simply did not want another guest's stay to be ruined.

I know what mosquito bites are and I'm insulted they thought me ignorant.

Please understand that this may be an isolated issue to this room, but to completely disregard it because you've "never had...

I had a gift certificate for a one night stay I found cleaning out my office desk. I had about a week and a half to use it up but with the holidays coming up I knew I probably wouldn’t be able to make the deadline. A couple of employees at the other Ayres locations suggested I call and ask for if I’d be able to use it a couple of days after expiration. They were explaining to me it’s been done before and that it usually isn’t a problem. So last week I called the Ontario location & spoke with Amy to see if it would be any possibility. Again I knew it was my fault I forgot it was about to expire and it might not be a possibilty. At the time she seemed super sweet and willing to help me. She even asked to take my number down and said she’ll call in a couple of days. A week later I called to see if there was any update. By this time it had just expired a day. I spoke with I believe Daniel from the front desk which I explained to him the situation. I asked to speak with her but then he just said it expired so no. Again I just wanted to speak with Amy just to let her know I was waiting for her call but then got hung up on. I called yet again and was transferred to random places. I was then informed that the guy at the front desk was new. Which explained a lot. I finally got a hold of Amy about an hour later. By that time I was super frustrated and the moment she got on the phone she was then rude and disrespectful. Saying i am just trying to get a free room and use them. She was saying I was eating her time and day with this. She went on about how she’s been here 30 years and how she didn’t have time to talk to me or help me no means no where do you work? Who is your boss? How did you get the gift certificate? I explained to her I won it. From then it went even more down hill. I then asked for corporates number and she told me to google it or that she’d think about calling me back with the information I needed. She said if I’m going to complain to ask for a Jacob and that he’d be the one to help me which she wouldn’t be in trouble because she’s been here for 30 years. I literally just called for a simple yes or no. I believe she was having a bad day and took it out on me. I am super upset and I will never stay at this Ayres location. I feel upset and down right disrespected and that wasn’t even all of our convseration. Amy I’ve stayed at several location and have never been disrespected like this exotically if you’ve been around for 30 years. I really do hope you don’t treat all your...