SureStay by Best Western Ontario Airport — Hotel in Ontario

Room was amazing as well as price however. The housecleaning staff barged into our room while we were asleep. I made sure to lock the top because I had a feeling it would happen. It was a man, we told him to let go of the door and he kept saying housekeeping. We told him a few more times let the door go that we would checkout soon and he left. He was indeed their staff. The rooms next to us experienced this too. An hour later he came back wiggling the door handle. The second issue we had was hey booked our room we were staying in to another group while we were actively paying for the room and we had to leave and find other accommodations due to this. The clerk was Ho was on shift that day was extremely rude as well. Her name was latiya (that’s the name she gave us) she was def high to say the least. Very incompetent and refused to check if we could rent another room due to having being forced to checkout. We were told at checkout time come and check if a rooms available and they would remedy the situation. We were denied by latiya regardless of her higher ups say so prior to her shift. She acted this way because the hr and management team went on their lunch break. Our third problem with this establishment is the lack of regard. Housekeeping at other accommodations will come daily and deliver towels or toilet paper. We stayed 4 days not a single knock for towels or toilet paper. We had to supply our own regardless of the fact they claim to supply it. Housekeeping will also enter ur rooms whenever they feel like it around checkout times. It’s very disorganized w housekeeping specifically. I feel they can do better in...

I'd love to review the property on merits alone but unfortunately was never allowed to actually see the inside of the room I prepaid for despite them admitting it still unoccupied. I showed up pretty late (3:15am) exhausted after a late performance. I had pre-booked specifically so I wouldn't have any trouble finding a room. Upon arrival I go to the front desk and attempt to hand over my ID. The woman behind the desk curtly tells me that it's too late to check in. My heart sank as I asked, "Oh no. You had to resell my room?" She replied, "No, your room wasn't resold. It's just too late to check in." Wait... What? I politely plead that I'm exhausted and needed to get some sleep in the room I already paid for. She said "because of the hour we reserved right to refuse check in". Again, NOT because the room had been released, but because of an arbitrary and customer-hostile policy. Hotels-dot-com called the property on my behalf and was told by the property they would waive the fee (but still wouldn't allow check in). Fine. I was weary and upset, but I'd take it and just move on. I followed up to confirm everything had been reversed only for them to then refuse to waive the fee. I'm a touring performer and out of literally hundreds of hotel stays w/ very late check-ins, this was definitely a first. Denied over availability? Fine, frustrating but fair. Denied because they "can"? I'm still in...

I’m a best western platinum member ,I’ve stayed at many best westerns but this one has to be one of the worst ,starting with the color scheme of dark gray and lime green ,the opposite of welcoming and appealing ,first room we got I had to change cuz it had a strong stench of garlic ,the windows don’t open here so how was I supposed to air it out or breathe fresh air, second room I got was completely covered in stains from the carpet to the bedding ,the chairs ,the shower curtains and even the phone was covered in who knows what ,mind you when you go to the front desk they have a beautiful sign saying “any stains or bodily fluids will be charged to your deposit and you might get your deposit in 10 days” most banks and best western it takes 5-7 business days at most but usually three and they usually only have a no smoking policy for the deposit but this one sets you up with unclean rooms and tries to charge you for it ,and apart from all the not so wonderful amenities ,we got woken up by a smoke alarm in the middle of the night that turned on then off ,and all throughout this hotel someone Decided that sensor lights that constantly flash on and off all night everywhere and out of order was a great idea ,like in a horror movie ,the hotel you don’t stay at ,I love Best western and will go to their other hotels but...