Embassy Suites by Hilton Ontario Airport — Hotel in Ontario

I chose Embassy Suites near the airport because they are a powerful brand, and it is close to the rental return center, which is less than 2 miles away.

The good news is that several of my front desk interactions were with Krystal.

So far, I have stayed 1 weekend and 1 weekday in a single month and would like to break down my stay experiences with you.

Before I continue, I do not post 1-4 negative reviews online.

If you look at my reviews, I only post my positive experiences.

However, I will share recommendations and negative experiences that happened to me in my posted reviews.

My First Weekend Stay:

On my first stay, I was assigned to a wheelchair friendly room on the eighth floor.

The room was extremely spacious, and the accommodations were amazing.

When it came time to take a Shower, I noticed that there was no hot water, yikes!!!

I suffered through the Shower and continued to get dressed.

Free Breakfast:

I chose to have a customized omelette with cheese and spinach.

The coffee was warm, and I opted out of the pre-packaged items and went to a nearby bakery for freshly-baked pastries.

Krystal was very nice and smiled while working on my checkout.

She has mastered customer-facing skills where my happiness was Paramount.

She is the reason I chose to stay a second time.

I would give her five stars for her professionalism and room 4 stars on this visit.

My Second Stay

Believe it or not, on my second visit, Krystal checked me in.

Upon opening the room door, I was very happy with the room.

Yay, the room had running hot water.

Sadly, I noticed on the left arm of the sofa bed a noticeable dirty slurry area. YUCKY!!!

I was completely turned off from wanting to sit on the couch to watch TV.

The sofa was extremely dirty.

There was an odor of jet exhaust permeating the room.

I will request a room on the opposite side of the Hotel next time.

To achieve this guilty pleasure, one must walk to the Bar and buy a beer of their choose, and walk to the refrigerator.

Why not have chips in the bar? Please don’t answer, I needed the exercise lol.

My wanting to purchase $5 bag of chips was very uncomfortable!

Next time, I will walk across the street to Costco or order at the bar where they took my cash. Why?

This is where the story begins

Apparently, the computer had issues on my checked in day.

I am standing to the right of the counter near a credit card terminal, waiting to hand cash to the front desk, as in my past visit.

“We don’t take cash.” “We can only take credit cards.”

Me: “Please put on my room account.”

The other associate unexpectedly walks up to the area and says the following,

“I am sorry!” “I am sorry!”

Me: “Are you asking me to move??”

“I am sorry!” “I am sorry!”

The couple he was working on the extreme opposite side of the counter walked towards me, and using common sense, I moved.

The gentleman did not ask me to move and basically moved his guest in my place without the courtesy of explaining what was going on.

The Lady (I believe a manager) behind the desk says:

“Sorry, our computer is not working. You have to use a credit card.”

I found out that to buy a bag of $5 chips. I had to use a credit card, not put on the room account.

The couple is still where I was standing lol

My beer is getting warm lol (took almost 15 mins or more)

I realize when you’re having computer problems, it’s stressful and very difficult to navigate correctly.

With this said

We all can learn things as we check in, and how so can avoid uncomfortable things

I avoided the “free breakfast” and went to the airport for breakfast.

It was yummy!

Overall, Embassy Suite is 7 out of 10 My room experience this time was a 3.5

Nice Job, Krystal, you made my visit AWESOME!!!

If you are a potential guest of Embassy Suites, be sure to tell Krystal that you read about her and look forward to her making you smile with her service excellence!!!

Request a room on the opposite side of the hotel if you are sensitive odors.

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Great stay at this spot. The hotel was full with a wedding party and what looked like a high school prom taking place the night of my stay. Despite this parking was easy and checking in was no problem, they even allowed me an early check in at about 2PM (normal check in time is 4PM.) I was roomed on the top (8th) floor, I will say that the elevators are SUPER slow at this location holy smokes! The room was great, 2 room suite with a living room/kitchenette area, master bedroom(1 king bed in mine) and bathroom. I like how the bathroom had entrances from both the bedroom and living room areas, so that if you had guests they wouldnt have to go thru your bedroom to use the restroom. The bathroom was very spacious with a really cool all glass walk in shower. Showerhead was good with excellent water pressure and plenty of hot water very quickly. Both rooms had floor to ceiling windows which I love. Overall the suite was excellent. Spacious, even if you had 2 or even 3 people staying in a single suite. Bed was super comfy, TVs were easy to use and had all the good channels, especially on a collegr football saturday! The "evening reception" was cool, its from 530 pm to 730 pm and I didnt show up until 740 pm, but the bar keep hooked me up with a free drink anyway, shout out to him. The "cooked to order" breakfast was not as elaborate as I remember from past Embassy stays, but was still good nonetheless. The only part that was actually "cooked to order" was the omlette bar, everything else was already cooked and put out and kept warm in a buffet style set up. Still the breakfast had great selection of food and drinks, and was great overall as usual. I did order room service the night before which was easy to order and came very quickly. It was of course outrageously expensive, and actually didnt taste that great, but thats the way the cookie crumbles I guess. One critique I would have is this Embassy appeared to be a newer build and as such was missing 2 things Ive always loved about Embassys past. These are the large, open space "jungle" style atrium with the plants, water falls and fish ponds most other Embassys have. And 2nd is the windows from the suite living rooms that would look out into said atrium area. This.hotel has neither, all the rooms only have windows looking to the outside with traditional hotel style hallways and no jungle style atrium. Oh well, still a great stay in every area in my opinion, I would highly recommend no matter if youre traveling alone like I was, or in a group this Embassy has you covered either way. Lastly, download the Hilton Honors app and you can use your phone as your room key as well as check in and out with your phone, plus it gives you free wifi, which btw was pretty fast and very easy to log into. So yea, 5 stars all around from me for this Embassy Suites Ontario...

Had an absolutely terrible stay on this property from 10/28/22 - 10/30/22. Our very first night, we checked our closet for the extra blankets and pillows that are typically included. There was only one pillow in the bag, so I went downstairs to ask for more. As the elevator doors to the lobby opened the place was covered in smoke. Apparently one of the fridges in the lobby had sparked up and started an electrical fire and the fire department had to be called. This immediately triggered my asthma and I had to step outside. After some of the smoke cleared I requested extra blankets and towels from the front desk. They claimed that they were overbooked and that they not only didnt have extra blankets, but that many people had to use the towels as extra blankets. This was upsetting as we didnt even receive the blankets that typically come with the room, and now we were not able to request more either. Later on on the same evening, my girlfriend found a roach in our room, next to a wall plug that was missing a faceplate. The very next morning she also found a spider. We tried calling the front desk but there was no answer, possibly still dealing with the fire situatuion. That evening we went downstairs and showed the person working the front desk the photos of the spider and roach, she mentioned how pest control comes weekly so that these things dont happen, which was funny because on even on our way to talk to her there was a Beetle in the lobby next to the elevators. Her only offer was to downgrade to a smaller room that wouldn't accomodate our group so we had to stay in the room we had. The rest of the trip we were all uneasy having seen (and photographed) multiple bugs in the room. In addition to all this, the Hotel room itself (rm.404) was just filthy from the moment we arrived. There was some sort of stain on the bedroom door, two tiles around the closet were cracked and exposed, and there was a third cracked wall tile next to the door. I opened up a drawer next to the bed and a piece of stale food fell onto the floor that had to have been there for weeks since it was rock hard. The icemakers on both the fourth and fifth floor were not functioning during our stay.I met somebody from the fifth floor as they came down to try and use our icemaker, and we both went down to the third floor on a mission to find a functioning one adding further inconvenience. Overall, just a dreadful stay at an Embassy suites. I typically seek out Embassy Suites but after this stay and the interactions with the staff that were not very helpful or accomodating, I cannot reccomend this location and probably wont be staying at any Embassy Suites in the...