SpringHill Suites by Marriott Ontario Airport/Rancho Cucamonga — Hotel in Ontario

This hotel was absolutely deplorable! I've stayed at hundreds of SpringHill Suites and this asset is hands down the worst experience of my stays. The hotel was not well maintained and there were many mechanical challenges. The room was ok, but when we arrived (we had reservations for a number of weeks accounting for 3 people), there was ONE bath towel, ONE wash cloth, and ONE hand towel. When I asked about getting towels for the family to take a shower, there was no housekeeper to deliver those towels as no one was working. The blow-dryer didn't work and there was no soap or wash in the dispenser.

We then proceeded to go to sleep; however, the massive dips in the bed created a horribly uncomfortable situation and back pain the following day. The mattresses should be evaluated and replaced.

The refrigerator would not get cool and ultimately our food we had placed in there for the week was ruined. On the third day of staying at the hotel, the air-conditioning went out and we were without AC with 97 degree heat outside. The HVAC was out for hours on end. We had plans to go to dinner that evening, but couldn't get a warm shower or get ready to leave because the overall room was simply too warm. The manager apologized and credited one night off our room, so I felt she made an effort to make things right.

On about day three, I asked if we could get all new towels and a room refresh, but was told they don't refresh rooms unless you're staying for 4+ days. I would be entitled to a room refresh on day 4 and My jaw hit the ground with that comment.

I explained we would be checking out on Friday at the required time and wouldn't need the room Friday night. I was told we could inform them of our check out date provided it was by 11 a.m. The good news was I told them a day in advance of my check out. The bad news is NO ONE made note of this conversation and check out confirmation. I was then charged for a Friday Stay. I called and spoke to the hotel on Saturday and was informed they would have maintenance evaluate the check out of the room and if it showed I didn't re-enter the room, they would credit the one day overcharge. I was told the manager would call me Monday morning after maintenance arrived and confirmed my check out.

Monday at 3:48 p.m., I called the office since I never heard from Heather the Manager, and I asked if someone was planning to share with me that maintenance had reviewed and was crediting my bill for the one night. She put me on hold to radio to maintenance. I sat on hold... ON HOLD.... for 56:27 minutes. I called from another phone and the gal said "oh, I thought you said you wanted to wait on hold" Once again, the lack of service and professionalism continued to lack, coupled with lacking of overall commonsense:(. I called again, and the front desk person said "Heather the manager is busy and has now gone home for the day, but she confirmed you didn't go back in the room". Instead of confirming I would receive the credit for the night I didn't stay as discussed, The gal said "it's a wash because if you stayed less, we would need to go up on your rate and it would be the same, so there is no credit".

By this point, I've spent hours with incompetent and unprofessional management. This was a horrible reminder how customers should never be treated. It is what it is, and sadly this one hotel will now result in me avoiding this chain of hotels as a whole as well as my team members that often like to stay at Springhill Suites. I'm hoping this extensive review will allow corporate to review the leadership in place at this hotel and work with on site associates to coach them through situations of this kind. PROCEED WITH CAUTION.... this one isn't worth...

Marriott team, despite the pandemic challenges, has been extraordinary, making the stays as pleasant as possible. Which makes my most recent experience extremely unusual and disappointing. I have never been so mistreated at both check in and check out processes. At check-in, Jeff, the front desk person, stated that he had to give up my room even though I had already checked in via the app. Rather than a king room, the only other room available was a two queen. No problem there, but he commented, cynically, that there will be no extra charge. Again, no big deal. After he handed me the keys, I asked him if I may grab a couple of drinks as a welcome gift. He then proceeded to warn me that I am eligible for only one item. I inquired him when the policy changed; I had been eligible up to $10 in food/beverage items. I then challenged him further that he never asked me which gift I preferred. Jeff then got defensive and remarked that the system had not alerted him to do so even though he greeted me as a platinum member. Finally, I told him or the manager to contact me the next day when she arrives to confirm the gift policy. That never happened. At check-out, I noticed the charge for water, $3.75, an insignificant amount, but I was angry nonetheless because it was done without the manager's confirmation/feedback. So, I went to the front desk to talk to the manager. Alessandra was on a call, ironically addressing the caller's unrecognized charge. After about ten minutes of wait, she finally turned to me to see what I needed. I explained to her what happened. After reading the computer monitor, she repeated the policy. I asked to speak to the manager, but apparently, she would not be available for an hour. Alessandra stated that the policy has been that way for years. I then asked who had checked me in. Alessandra claimed that she does not know, to which I challenged her that the system logs that information. At that she punched in some keys and shared the name ‘Jeff’. I then asked her how she could not know how to retrieve the name from the system, to which she claimed that she’s new. I then challenged her if she were new, how she knew that the policy has been the same for years. I trapped her lying. Frustrated, she told me to leave the premise. Obviously, my complaint is not about the charge. It’s the way both members addressed the concern and the complete absence of manager input. Perhaps the poor treatment was the result of the discounted rate (military); or perhaps it was due to who I am, an Asian. It's not the first time I've been mistreated without any valid reasons. Lastly, the hotel never sent me the Guest Satisfaction Survey. Without it, I cannot provide my review of this hotel on Marriott.com. Apparently, numerous other dissatisfied customers do not get to voice their concerns either. Hopefully people will be able to read this review on Google...

Located conveniently off the 10 freeway near the Ontario airport. The front desk staff was very friendly upon check in and check out.

We stayed on the first floor in room 104. The suite was smaller than other properties we have visited.

There was not a lot of space surrounding the bed and the bathroom door was directly at the end of the bed. The bed was extremely uncomfortable and after two nights sleeping in it, we were ready to leave.

The room was equipped with a desk, large couch that could be used as a bed, a small coffee maker and a small fridge.

The TV was positioned in the middle of the room to allow for watching on the couch or bed. The bracket was broken on ours, so it wouldn't stay pulled out without wedging a pillow in the back. It was reported to the staff.

The bathroom was long and skinny with a sliding door. The shower was roomy with all glass door. The sink had areas on both sides to hold toiletries. There was a hairdryer available for use. There was a shampoo, conditioner and body wash available in the shower. The area near the toilet smelled of mold which was also reported to the staff.

The room was quiet for the most part and we did not hear surrounding neighbors or people in the hallway while in our room. There were times the loud planes could be distracting, but not too bad. The window did not open at all, so there was no fresh air available in the room. We set the temperature to 70 and stayed comfortable and the blowing fan provided white noise in the room.

Upon departure we checked under the bed for any loose items and found a strange electronic device under the bed. After further investigation we found it was a bed bug detector. We appreciated they had it.

The complimentary breakfast was a big disappointment. Even with an hour left in the serving hours, most items were empty. Very little eggs, no potatoes, or sausage on both days. The oatmeal was out both days. There was no milk for the cold cereal on day two. The bread options were minimal and day one the toaster broke. The juice was empty on day one and coffee were empty day two. No teabags available for hot tea. On day two there weren't any forks or spoons. We have always found the Springhill breakfast to be a fantastic perk, sadly Ontario did not deliver.

The parking lot was crowded and they do charge $8 a day to park. We did not notice any outdoor security during our stay.

The hotel is within close proximity to a handful of sit down restaurants as well as the arena and Ontario Mills mall. There is a Starbucks and Costco business center across the street and right next door Embassy Suites has a bar if you are looking for an evening drink.

If we are in the area again we may stay again, but it would not be my...