Best Western Plus Ontario Airport & Convention Center — Hotel in Ontario

This was by FAR the WORST experience at not only a hotel but in customer service in general that I've EVER had- so brace yourselves for a long review. To begin, when we first got into our hotel room it smelled like cigarettes when we specifically asked for a non smoking room, the carpet smelled like pee, and the air conditioner made an awful loud noise that woke me up when I was trying to sleep. The hotel was completely booked so we were unable to switch rooms. Following that, we had a noise complaint for our room over our speaker being too loud- completely understandable for them to ask us to turn it down. HOWEVER, instead of asking politely, security barged into our room and shouted at us to turn the speaker completely off. When we asked if we could just turn it off we were SHOUTED AT and told no and that if we got another complaint we'd be escorted off the property. We proceeded to turn off the speaker and one of us stepped outside onto the balcony. The security guard was standing at the bottom of the stairs and turned around and yelled angrily "you got a problem?!" and proceeded to try and intimidate us acting like he was literally gunna come up the stairs and fight someone. To be honest, I was scared to even continue our stay there after that not knowing what he might come back and do. After he finally walked away, we received a phone call from the front desk and they started by saying "we received a complaint for your room about your music" and I followed up by telling them we had already turned it off and the supposed manager LORENA proceeded to say "yeah we also heard you were nasty to the security guard"... the AUDACITY of a manager in HOSPITALITY to contact a customer and accuse them of being rude to a member of the staff without and sort of explanation first is absolutely absurd. I have never been so offended by a member of the hotel staff in my life. When I told her that isn't what happened she basically called me a liar and said "that's not what we were told". I then informed her that I would be speaking with the GM when she came in on Monday and Lorena said "you do that" and hung up. When we checked out they asked how our stay was and I told them "Not good, but i'll be speaking with the GM on Monday about it" and I didn't get so much as one apology from the staff member, only an eye roll. So we called the GM the following Tuesday and left a message, and when the GM Kanani finally called back she started the conversation with "yeah we've been waiting to speak with you guys". When my husband began telling her what had happened she cut him off, basically told him he was a liar, and said they had video surveillance of us "sitting outside in lawn chairs", "walking up to the receptionist in the office and cussing her out", and "a ton of smoke coming out of the room"- NONE OF WHICH HAPPENED. There was no where outside our room to put a lawn chair even if we wanted to, none of us smoke, and no one ever cussed out a receptionist. She then proceeded to laugh and say they weren't going to do anything for us and if we wanted anything further that we should call corporate. Now we have a case file open with corporate so I'm hoping they will be able to redeem themselves and rectify the situation somehow but as of now I will never stay at a Best Western again and tell everyone I know...

This is NOT a Best Western Plus. I'm comparing my experience from other Best Western Pluses we have stayed at: Best Western Plus Palm Desert Resort in Palm Desert, CA and Best Western Plus Daphne Inn & Suites in Daphne, AL. This was previously a motel and Best Western Plus slapped it's logo on the motel. The rooms are definitely not modern; the Best Western Plus Daphne Inn & Suites and The Best Western Plus Desert View Inn & Suites (Cathedral City, CA) are modern hotels. Again, the rooms here are not modern, but some of the furnishings are (TV, lamps, bed, etc. . .). It feels like a 1960s room with a few "modern appliances." This is a very noisy motel so if you are a light sleeper do not stay here; the walls are thin. You can hear the rooms next to you using the shower, sink, or flushing the toilet. The airport is nearby and the planes can be heard taking off. You can hear the conversation of anyone outside passing by your room. The small refrigerator does not have a freezer inside. The room had a smokey smell even though this is supposedly a non smoking room. This hotel has done the bare minimum to fall into the category of a "Plus" according to Best Western's definition. However, it definitely doesn't feel like a Plus to us. Especially compared to Best Western Plus Palm Desert Resort (Palm Desert, CA) and Best Western Plus Daphne Inn & Suites (Daphne, AL). The staff are overworked and you can tell it's all about the money; the front desk are not happy to be here and probably have to deal with rude guests frequently (this is how it appears). The customers staying at this hotel have a different vibe than the other 3 hotels mentioned in this review; it feels like a cheap motel to stay at. This is not a Best Western Plus. It feels similar to staying at a Budget Inn or Super 8, but a little worse. You have to show your room key so one of the staff attendants can dish up your buffet-style breakfast. You cannot serve yourself. They placed 2 tables to block the buffet so you cannot serve yourself. (Both of the food attendants looked like they were from housekeeping; cafeteria attendants during the morning and housekeepers in the afternoon.) I have never been to prison, but I assume this is a pretty similar experience. The hotel has no trust and it shows. The area is bad enough they are protecting the food from a stranger coming off the street getting a free meal. Or, they are guarding the food due to previous bad experiences with guests. I wouldn't be surprised if the food is guarded for both reasons. I am definitely not staying here again. This is the worst Best Western plus I have ever stayed at. Again, this is not a Best Western Plus in my eyes. At least Super 8 lets you pick your food and doesn't have housekeeper posing as guards during breakfast. (I could write more, but this post is long enough. You...

I was in town on the 4th of July as part of the crew for the big fireworks show at Claremont Colleges. There’s a lot of work that goes into those shows. From where I live, it’s about a two hour drive. We drove onto the firing site at 9AM to start setting up for the show that started at 9PM. That’s how much work is involved. After the show, everything that was set up has to be torn down and there’s a lot of trash left on the field from the spent mortars. Needless to say, I was not even going to try to drive home after all of that so I booked a room at the BW Ontario Airport Hotel. We finally finished that night a little before 2AM. After 17 hours of working, most of which are in direct sun, I was hot, sweaty, very dirty and had more than several splinters in my hands. All I wanted was a shower and a bed. I needed a needle for splinter removal but the hotel was out of sewing kits. The woman who was working that night very graciously gave me a needle from her own sewing kit. Anyway, the shower was amazing! Water pressure was on point. The king bed was super comfy. I slept like a baby and they gave me a very late checkout after a long day. The room was clean and everything was in working order. Every staff member I encountered was very nice and always had a smile. Breakfast is only served until 10AM, so unfortunately I can’t comment on that as I didn’t wake up until 10. The A/C was great! I like it cold so I set it to 60 that night and the room stayed nice and icy. It was quiet all night and the next day. The in room coffee is weak as it is almost everywhere but there is a coffee dispenser in the lobby that has something for every taste. I got a cup of the dark brew and it did the trick. I also didn’t use the WiFi. I was too tired for any web surfing and I forgot to bring my FireTV Stick that I normally travel with. The TV is large enough. It looked like a 37” screen possibly 40”. They use DirecTV at this one instead of cable. Picture quality is better so I liked that. There is a pool that looks to be very lightly used. There was nobody in it when I left at 2PM. I was surprised because it was pretty hot that day. My experience was great and I won’t hesitate to book this hotel again if the...