DoubleTree by Hilton Hotel Ontario Airport — Hotel in Ontario

I’m shocked to see so many reviews above a 1 or 2 star. I’m also shocked that this “hotel” is affiliated with the Hilton name. I’ve been a Hilton Honors member for many years and stay almost exclusively at Hilton hotels. I don’t normally complain publicly, but since I didn’t receive services when I asked for them, maybe a public review is necessary. Overall this hotel room was giving me the vibes of one of those places you rent out by the hour…

We had flown in from Atlanta that day, with only a limited time to check in, shower, and get to a wedding venue down the street as the whole reason for our stay was that we were attending a friend’s wedding. Even if we could have switched rooms, there wouldn’t have been enough time for us to do so, and we were later told that the hotel was fully booked that night and the following night so it wasn’t even an option.

Immediately I noticed the bathroom ventilation fan wasn’t working. There was urine and (probably also) feces caked on the ceiling because the moisture due to the lack of a functioning ventilation fan had been attracting it over the years (see attached photo). And our room wasn’t the only one- my sister was in the adjoining room where the bathroom fan also wasn’t functioning. Being a CA resident, I know that building code requires a ventilation fan in bathrooms without a window, and there wasn’t a window in this bathroom.

Adding insult to injury of the humid shower experience, the tub drain was almost completely clogged. I had to eventually stand in almost a foot of water when my quick shower was done. We also had two different sized bath towels (photo attached). I made the reservation months ago, stating there were 2 persons staying in the room, so 2 regular sized bath towels should’ve been provided. When we called to get an additional bath towel, we were told we needed to come to the front desk to get one. This was an inconvenience, as the front desk was nowhere near our room. I’ve also never had to retrieve additional towels myself when requested. Ever. In all the places I’ve ever stayed. Also, the second bath towel in the room wasn’t on the towel bar, it appeared to have been folded under the sink counter for some time, as dust fluffed off of it when I used it.

Because the shower was so humid due to lack of ventilation, I had to dry my hair in the living portion of the room. Totally not a big deal, but as I dried my hair, I saw particles of dust begin to float around the room and actually landed on the white bedspread. Curious as to where the dust came from, I saw that all the surfaces in the room appeared to not have been dusted in quite some time.

Later in the night, I received a text from the hotel asking how my stay was. I addressed the concerns regarding the clogged drain, non functioning bathroom fan, and lack of bath towels. The response was to send a technician out, but at this point, we were at a wedding and didn’t want a technician in our room. We just wanted to return to the room later to sleep and return home the next day. Hopefully these issues have been resolved since we left.

I’ve never negatively reviewed a hotel before, but all this was worth mentioning. Especially if it encourages the hotel to do better in the future. I’m a “read the reviews” type of person, and had I known I could spend $100 less that night at the motel down the street and received a better experience, I would have done that.

I should note that there were a couple of positives. The check in staff was friendly and helpful. I was slightly annoyed I couldn’t go to my room upon arrival especially since I had checked in the day prior to bypass check in by using the digital key as I usually can at a Hilton hotel, but I understood that was their procedure for whatever reason. The bed was comfortable, and the pillows were really great.

Overall, I wouldn’t ever stay here again. There are so many other cheaper options where you could get better service. Luckily we got a group rate because of the wedding block, but I’d be even more annoyed had I...

We booked a King Suite, Corner room in mid-August in order to attend an event at the Convention Center. We had mixed feelings about this hotel (this applies to this stay only as previous stays have been wonderful), so, I'll break it out between the good and the bad.

The Good: The room was spacious The King corner suite was quiet. Unlike other hotels in the area, we were unable to hear other guests moving around or talking. Nor were we able to hear any noise from the hallways (unlike the Holiday Inn or the Azure). It had two vanities (key when I travel with my daughter) The room contained two refrigerators (great for storing waters and snacks) A nice desk and small dining table were provided in the room; so, places to sit were plentiful. There were two closets which was great (particularly when traveling with my daughter) The bathroom had a LARGE spa tub and a walk-in shower. Both were very much appreciated as with my bad knee, I cannot easily use a shower/tub combo. The hotel provided little shampoos, conditioners, lotions, etc. which were very nice. The staff was very friendly - we interacted with the front desk, the lobby bar, the breakfast restaurant and the lobby Starbucks. Everyone was professional and friendly. The food and drinks were very good (we ate at the lobby bar and the breakfast restaurant off of the lobby). The restrooms off of the lobby were immaculate.

The Bad: The room's cleanliness left a bit to be desired and maid service was not provided during our stay (we checked in on a Thursday and didn't leave until Sunday). There were stains and drips on the wall paper and the carpeting felt sort of grimy. However, the bedding appeared very clean. We were only provided with a 1/2 roll of toilet paper for our stay (two women). We actually had to call the front desk to be brought toilet paper. The television had issues and kept reverting to the guest screen. The bathtub's stopper would not stay in place. The decor in the room was extremely outdated and the carpeting could only be described as YEECH! The hotel entrances closest to our room were not disabled friendly (I have a bad knee / ankle and stairs can be an issue). To find an entrance that did not include a flight of stairs (not kidding), we had to park a considerable distance from our room. This was extremely disappointing in this day and age especially when I booked a room with a walk-in shower. There was no ability to look at the charges from the room; nor was there an in-room checkout procedure. One needs to actually go down to the lobby, stand in line and wait. Technology is obviously not a priority at this hotel. This is minor, but it would've been nice if there were electric charging stations for vehicles; particularly when they charge $15 per car per night. There was only 1 tiny waste basket in the bathroom (none in the kitchen or bedroom area) and 1 tiny recycling basket (we do appreciate the recycling efforts) by the 2nd vanity. Why couldn't you provide another trash bin in the room? The lack of trash bins was particularly egregious because there were no housekeeping services provided. The breakfast restaurant in the lobby is very pork heavy on the menu. When I explained that I don't eat pork, that became a bit of an issue when I requested potatoes instead (the sides of pork and potatoes were the same price on the menu). This hotel must not cater to many vegetarians (pre-Covid there was a buffet, so, it wasn't an issue). There was a mysterious charge on my credit card for $94+ that occurred while we were at the convention center. I questioned the check-out staff about it. They could find no such charge being made and suggested that I contest the charge.

Conclusion: I loved the convenience to the convention center, but the lack of cleanliness (and toilet paper) was a real issue for me. I will most likely change my November 2022 reservation to...

XXXX WORST HOTEL STAY EVER XXXX

The HOTEL MANAGER was the most rude non-professional woman I have ever dealt with. I’m a Hilton Honors Member and I have never had such a bad experience. I chose The Doubletree Hilton Ontario to celebrate a special occasion, I had reserved a King room overlooking the pool, a room number had even been assigned through the Hilton app giving me the option to check in securing my exact room. When I arrived I was made aware that my room was given away to another guest and my new room was going to be a handicap room with two queens nowhere near the pool and there was nothing Management could do about it. Okay bad start but it gets worse. Besides the room being the opposite of what I asked for the room smelled like mold, the shower was a handicap shower and the bathroom door was a broken slider. But it gets even worse. I figured I would make the best of my stay and chose to celebrate at the hotel Bar-Restaurant and Nightclub. So I didn’t have to give a credit card every time I made a purchase I charged all purchases back to my room approximately $500.00 The next morning I received a call in my room making me aware that my card on file was not going through when the front desk tried to charge my open balance. I made the front desk representative aware that I have an app on my phone that allows me to turn my card on and off and that after I showered I would go to the front desk, turn the card on and then settle the balance. The Rep said no problem and even offered a late check out of 12:00 noon. Well apparently that wasn’t good enough…. About 30 minutes later the Hotel Manager (female) showed up to my room with one or two other hotel associates demanding payment at the door. I explained to the Manager that I had just gotten out of the shower, I only had a towel on, I had already spoke to a rep over the phone explaining that I would take care of the balance at the front desk. The Manager was so rude demanding that she and her crew were going to wait at the door until I got some clothes on, she demanded payment at the door and would except nothing less. So I put a pair shorts and a t-shirt on, went out to the hallway, turned my debit card on with my bank app and paid my balance. Now remember I’m a Hilton Honors Member, I spend thousands of dollars with The Hilton Corp and I was just shaken down in the Hallway by the Hotel Manager and her posse. This was the most embarrassing, rude, thuggish experience I have ever had from start to finish. I spent almost a thousand dollars at this hotel in less than 24 hours and that’s the thank you I get. I believe all employees involved in that experience should be fired or at the very least retrained and taught how to act like a Hilton Employee. This isn’t a budget hotel. So…… bottom line. Very rude Management, thug like behavior, no respect for their honors members, dirty rooms, broken doors, wrong room type and location. Worst...