Country Inn & Suites by Radisson, Ontario at Ontario Mills, CA — Hotel in Ontario

I wish I could not choose a star because even just one star means this place might be okay but I can tell you it’s not. I’m not usually one to post a review about a place I’ve experienced but I feel everyone should know how awful this place really is. The customer service of all the staff is unbelievably unfriendly and rude. They are determined to not own up to their mistakes and will not treat their customers with respect. We were charged for something that we did not do and they are placing all the blame on us. Which is completely unfair! The first bad sign was false advertising on their website stating there would a jacuzzi. When we checked in the manager told us that it was taken out due to a city code. 🤨 Next sign was the attitude from all the staff especially from the manager. But we wanted to have good time and decided not to let it get to us. Next sign was the elevator. It seemed as if something wasn’t right and it might need to be repaired as soon as possible or there will be a horrible accident. Then as we walked down the hallway to our unpleasant room we noticed the ice machine had caution tape all around which smelled like mildew and it seemed unsafe to be sure. When we walked in our room there was a strong cigarette smoke scent and stains all over the place. On the chair, carpet and blankets. It was unbelievable. Next we tried putting away some food but to our surprise the refrigerator wouldn’t close right. We thought about calling someone to fix it but we didn’t want to face the rude manager again. We asked for extra towels and it seemed like it was a chore for them to bring us more. So we soldiered on! Tried to have as much fun as we could. After we checked out we didn’t get a friendly goodbye just dirty looks. The next day we were charged for a cleaning fee. We tried talking to them about it and they said it was the mattress and just hung up. Next time we called they said it was the carpet that was stained. I don’t believe these people even know what they’re talking about. We then were refunded all fees and charge for the room with no phone call explaining the refund. If you can imagine we felt liberated and justified! This morning we were charged again for everything without any word. All day we’ve been trying to get someone to hear our story and explain what happened. Nobody has been straight with us from the beginning and we are all fed up with this hotel and their staff. I have never experienced customer service like this before and I hope someone reads this and decides to choose a different option. You’ll be better off someplace else. Country inn and suites or comfort inn and suites (whatever your business is called) learn how to run a business and treat your customers with respect. I hope one day you’ll experience the same as we have and truly understand how we feel. You have made what should have been a fun weekend turned out to be nothing but confusion and disappointment! I will never forget the horrible customer service you have provided to my cousins and myself. Thanks for helping me to know what really bad customer...

Worst hotel experience we’ve EVER had! Booked hotel a month in advance for 12/21-12/24. Emailed the hotel through booking.com and told them our flight would be coming in late on 12/21 (after midnight), we have stayed here before and sent emails to the hotel about specific requests and they’ve always responded. But for some reason, after I flight was delayed, an accident on the freeway, and in route to the hotel, we received notification that our booking was canceled at 1:30 AM, when we arrived at 1:36 AM, we spent almost 3 hours in the lobby while the front desk clerk, David tried to say that it was Booking.com that canceled it and Booking.com says it was Country in that cancelled it, and they could not reverse the cancellation, but said they could rebook us at a higher rate. at this point we were so tired and just wanted to go to sleep. Our room was originally $441 for the stay and they charged us $589 (which included $100 deposit). At 4:07 AM we got into our room just got our bags undone and sat down on the couch fell asleep then at 6 AM I got a notification that the hotel charged another $100.00. We called down to the front desk and ask why they were charging another hundred dollars and the rude & unprofessional person at the desk, Aracely said I don’t know what the charges for I didn’t charge you. I said well you need to tell me what the charge is for and she hung up on me. We went down to the front desk and asked again and again, she said “I already told you I didn’t charge you.” And I said “ you need to figure it out because you can’t just keep charging my card” and she said “I’m not dealing with you. You just need to leave.” Instead of trying to find out why we we charged. I told her we’d be happy to leave just refund my money and she said no, you just need to leave. (and by the way, she said she was the manager) At that point, we called the police and decided to leave and dispute the charges. After we left the hotel, I received another $256 charge and 45 minutes later, another $146, totaling almost $900 in charges. After spending almost 3 hours in the lobby and barely an hour in a room we never slept in and were in less than 2 hours, I refuse to pay this hotel one dime for the treatment we received and extremely rude & unprofessional manager that we had to deal with. SHE SHOULD BE FIRED! We have disputed ALL Charges and strongly recommend you don’t stay at this hotel! We went to best Western, where we were met with professional and kind people which is how all hotels should be. I hope I sharing this experience that it...

Worst hotel experience we’ve EVER had! Booked hotel a month in advance for 12/21-12/24. Emailed the hotel through booking.com and told them our flight would be coming in late on 12/21 (after midnight), we have stayed here before and sent emails to the hotel about specific requests and they’ve always responded. But for some reason, after I flight was delayed, an accident on the freeway, and in route to the hotel, we received notification that our booking was canceled at 1:30 AM, when we arrived at 1:36 AM, we spent almost 3 hours in the lobby while the front desk clerk, David tried to say that it was Booking.com that canceled it and Booking.com says it was Country in that cancelled it, and they could not reverse the cancellation, but said they could rebook us at a higher rate. at this point we were so tired and just wanted to go to sleep. Our room was originally $441 for the stay and they charged us $589 (which included $100 deposit). At 4:07 AM we got into our room just got our bags undone and sat down on the couch fell asleep then at 6 AM I got a notification that the hotel charged another $100.00. We called down to the front desk and ask why they were charging another hundred dollars and the rude & unprofessional person at the desk, Aracely said I don’t know what the charges for I didn’t charge you. I said well you need to tell me what the charge is for and she hung up on me. We went down to the front desk and asked again and again, she said “I already told you I didn’t charge you.” And I said “ you need to figure it out because you can’t just keep charging my card” and she said “I’m not dealing with you. You just need to leave.” Instead of trying to find out why we we charged. I told her we’d be happy to leave just refund my money and she said no, you just need to leave. (and by the way, she said she was the manager) At that point, we called the police and decided to leave and dispute the charges. After we left the hotel, I received another $256 charge and 45 minutes later, another $146, totaling almost $900 in charges. After spending almost 3 hours in the lobby and barely an hour in a room we never slept in and were in less than 2 hours, I refuse to pay this hotel one dime for the treatment we received and extremely rude & unprofessional manager that we had to deal with. SHE SHOULD BE FIRED! We have disputed ALL Charges and strongly recommend you don’t stay at this hotel! We went to best Western, where we were met with professional and kind people which is how all hotels should be. I hope I sharing this experience that it...