Extended Stay America Suites- Los Angeles - Ontario Airport — Hotel in Ontario

I booked a room for a month to stay until it was time to move..I'm going thru a rough time in my life and hoped my stay would be pleasant..it's not bad ...the rooms are decent...I cleaned as soon as I got there so that helped...in the month I was there not one time did I have maid service...never any fresh towels ..not even toilet paper...I never felt comfortable going to ask for anything in fact when I did it always felt like I was putting them out....They had little patience and I avoided the front desk unless I absolutely had to ask for something...My sister stayed in a room as well and got stu k in the elevator..she was stuck in there for over an hour and when it opened no one said a word to her except for WONDERFUL FAITH...She was the saving grace of this hotel....They didn't seem to know what to do and then it took 4 to 5 days for the elevator to br fixed..the manager did comp rooms and it was appreciated but honestly the attitudes..it wasn't worth it...There is one girl who works the morning and day shift...I think her name was Andrea...She was HORRIBLE to us...She was SO INCREDIBLY RUDE..ivl NEVER seen anyone treat customers like she did..in fact when I checked out I had to leave my things because she would not allow us time yo get out..she will say she did but not true..she kept scolding me and telling me I had to go ...She came to my door over and over and she offered no sympathy .we were paying customers who spent alit of money there and because of HER i WOULD NEVER EVER STAY THERE AGAIN!!!..I was in tears when I left....She should not be in customers service...I will tell everyone I know not to stay there..I work in soc media and have a big following and I will spread the word....I could forgive everything else but the way she treated me was unnecessary and I even understand we were running late getting out but there were genuine reasons that she told me didn't matter...it happened many times and I also had other customers say something to me that gears her speak to me..they asked if I was ok and said that she was rude to them as well..I seriously thing this hotel needs to rethink who they have greeting and caring for cuztomers...a whole month and not once did I get a clean towel from them....BEWARE....SPEND A LITTLE KORE AND GO TO LA QUINTA...I EVEN COULD HAVE FORGIVEN THE COCKROACHES...IL TAKE THE COCKROACHES OVER HER ANYDAY......I spent a lot of money on a no frills not really clean and way below average hotel..FAITH NEEDS A RAISE!!!SHE IS SO NICE AND HELPFUL AND ALWAYS WENT OUT OF HER WAY TO SAY HI...PLEASE MAKE HER MANAGER....I WAS OVER CHARGED...COMP ROOMS FOR HOTEL BUT THE BILL WAS ADJUSTED IMPROPERLY..I WILL BE WATCHING TO SEE IF ANY OTHER CHARGES POP UP..I plan to call and talk to somone higher up about this situation...I walked awY without my...

Let's start with the fact that this hotel is rated a 2-star hotel; other hotels in this rating are La Quinta and Holiday Inn. Understanding this, here is a very simple good and bad of our stay:

Good: The staff was the highlight of the stay. Each one we interacted with was very friendly, and any basic necessity we asked for we were able to get. The King Room Studio felt spacious enough for 2 adults, with a full-size fridge and 2 burner electric stove. The hotel location was great, right off the freeway, and very near multiple restaurants and activities such as 2 movie theaters. The pricing on this room was reasonable.

Bad: The hotel needs to be dipped in bleach, the cleanliness/upkeep is a 1 star. We did not see any bugs, but the smell in the hallway to our room was rank. It fluctuated from unpleasant to disgusting depending on if food was being cooked. We've stayed at other hotels that were an extended stay style, but we have never had the individual room smells permeate the hallway and into our room. The first room #252 we were in definitely had an old cigarette/Marijuana smell to it. It was not the correct bed size that we had reserved (fortunately), so we were able to move rooms and the King Room we were put in did not have the smell in it. We still bought some Febreze small space fresheners and spray, and it made it very pleasant when we arrived. Another point to make about the smells from the individual rooms coming into the hall: we could smell our room fresheners in the hall as we approached. The rooms are very outdated, however we were not expecting the newest accommodations. Walking down the hallway to our room, there are various spots where it feels like you are about to fall through the floor. You will not get daily room cleaning, and you must bring your towels down to the front desk to get new towels. Even though this is an extended stay hotel, you will not have dishes, cooking ware, cups, silverware, or a coffeemaker ready in your room; you must ask for these things at the front desk. The whole point of us staying at an extended stay was because we were staying for a long time and wanted to be able to cook or prepare meals as needed. Very inconvenient especially since this IS an extended stay hotel - it's in the name. Also, my husband sat outside one day and had a man approach him, asking if he wanted cocaine. This man was also hanging out in the lobby, and you could tell that he was on drugs. Several days after the interaction, he was being escorted out of the hotel by the police.

**NOTE: It says that breakfast is included with your stay, but it is more like snacks and coffee. I would not even consider it a continental breakfast. The picture is the...

I usually don’t take the time to write a review, but after I left this extended stay, I realized I needed to thank Nicole for assisting me at the front desk on January 20, 2024. I wasn’t feeling well and I needed to cut my three days day short by one day. I was getting no assistance from the Trip Protection company that I paid for. So Nicole offered to cancel the date that I needed to change, and then she called and spoke directly to the Trip Protection company for me and made sure that I got a full refund. By the time I got to Nicole, I was at my wits end because I’d already called Trip Protection and got the runaround and no assistance at all. I thought I was going to have to pay for a night day that I wasn’t going to be using, but Nicole handled it professionally, very quickly, and kept reassuring me that it was all going To get taken care of. I got back home today and a full refund was back on my credit card, just as she promised. As this assistant manager assisted me with the phone calls that she was managing for me, she was also answering other calls, handling people coming up to the front desk, and she was multitasking without skipping a beat. Everything with a smile on her face and with a very pleasant, & friendly attitude. The way she managed the front desk, I initially assumed she was the manager of the building, she conducts herself at that level of professionalism. If you ever have an issue at this particular location in Los Angeles/Ontario airport extended stay, ask for Nicole, and she definitely will handle the situation for you. She’s been working for this company for eight years and it clearly shows her level of confidence in managing all types of tasks and challenges that this job throws at her on a daily basis. Nicole really should be advanced to the manager position, I am sure the district manager has already taken note of her exemplary skills. I stayed at an extended stay in Simi Valley about six months ago, and I interacted with many staff members at that location that didn’t come close to the customer care that Nicole provided me at this location. The Extended StayAmerica company should really consider having Nicole in a management training position to make sure that the standards that you want to present to the public are consist throughout all the locations. Of course, this can only be achieved by an excellent trainer that knows their job inside and out, and knows how to professionally interface with the public at large. Clearly, Nicole has mastered the skill & is dedicated to her role within...