Aloft Ontario-Rancho Cucamonga — Hotel in Rancho Cucamonga

Never again. This review comes from 15+ hospitality professional. I’ve worked at an Aloft and at Marriott properties as a manager. I would suggest staying at the Fairfield hotel for a comparable cost at way better value.

I arrived late night and I call to let them know that I would be late checking in. The front desk person said just be here by 2am. I worked as a night auditor, I would check them in by a certain time, and they could come whenever… the room is prepaid… why and how can you not just hold my room?

As far as the check in, it was okay. Friendly front desk agent. However, I never recieved or saw a registration paper to sign nor was I given any instruction past telling me where the elevator is located and stating the location of my room…. Which is a security issue. Show me my rates. Circle my room number… tell me about the hotel…. Breakfast.. Ice machine… any amenities.

This hotel room is horribly designed. The room has tall lofty like walls, a ceiling that looks under construction. The room is so empty with a huge echo because the lack of furniture and no carpet. You can hear the ppl all down the hallway. The outlets are placed at weird locations under the side table and under the desk…. Not accessible. This is an ADA room.

The fire alarm is placed right above the bed, so there is a blinking light in your eye all night. I bought a mask to wear at night.

The fridge looks busted on the outside but it did look clean on the inside.

On the left side of the bed, there is an iron and iron board. If you didn’t walk to the other side of the bed where it’s completely empty, you wouldn’t know it was there.

I tried to use the iron board but it’s full of stains.

There are exposed pipping, you can see the vinyl floor cut outs…there is a phone jack in the bathroom and wallpaper is welting off the walls. The facet sits at a weird angle where water splashes on you unless you run the water slowly.

There is no divider between the shower and toilet so the water gets everywhere. The water pressure is so weak. The hot water however is lovely. Loved the body gel too.

When I walk into the room, there is a huge brown/tan stain on the wall. When I went to use the ice container, there is an aloft signage on it, it is stained and looked used.

I needed to use the business center. They don’t have one. Asked for a microwave for the room, didn’t have one.

One evening me and a friend were playing pool. Firstly, the pool table is low quality, the balls were continuously were stuck in the pockets . You have to use another ball to push it through then that next ball gets stuck. There was also some creepy guy there watching us. Very uncomfortable.

I spoke to the front desk agent about some of the issues. He did offer to move me but it was late. This is a busy trip and I have disabilities. I asked for GMs info as and he won’t give it to me.

So I emailed the front desk and shared everything. The GM reached out and said basically said, “sorry you had a bad experience. I can have you check out early and we can refund you for the rest of your stay”

Again, I’m busy. I don’t have the energy to repack, unpack, then repack with 2 nights left.

That same day…. More things I became aware of….

I came in late one night around 12:30am and the card reader didn’t work. You have to use the phone and press speaker to get in.

In one of the elevators, the number doesn’t show up, you just have to hope it goes to your floor. In that same elevator, I pressed 3 and it lit up however when the gentleman in the elevator pressed “4”, nothing happened and he was unsure if it would go up to his floor.

On the other elevator there was a puddle with no caution sign.

This is a...

I stayed at this property at least several times a month for the last year, and I must say, it is a spectacular property. The management is excellent, they go above and beyond for their guests. The Front Desk Manager Laura W. is absolutely amazing. As this hotel is a Starwood property, and I'm a Starwood Preferred Guest Member, this hotel goes above and beyond for me on each stay. Even though it is part of the Starwood chain (SPG), the management operates it like a boutique hotel. They have live performances by musicians in the wxyz lounge/bar, which also by the way serves excellent food and the bartenders are all great. The Food and Beverage Manager Alexis and her team of amazing bartenders really know how to make a quality drink at an amazing price. Alexis and Katrina (the head bartender) know all of their frequent guests by name and even down to what type of food and drinks they like. The service is 10 out of 10 on the F&B side.

Nadine, (the Operations Director) and Lizette (the front desk supervisor) are amazing as well! Always making sure to go the extra mile for all their guests, not just the SPG elite members. I have stayed at many, many aLoft properties around the country, and this one is by far my favorite. Also credit to all the front desk agents for their consistant great, caring service!

The hotel is EXTREMELY clean (trust me, I travel quite frequently) and very quiet. I admire this property especially as they have each guest sign an agreement that this is a zero-tolerance, no smoking and no party noise document upon check-in to ensure all the guests have a pleasant stay, and a quiet night. I have never been awoken by people in other rooms or even heard voices even when the property is sold out for the night. Great management!

I would like to really recognize Laura W., the front desk manager for not only being an incredible genuine person, but for her passion and extremely excellent work ethic in making sure each guest is 110% satisfied. Laura goes above and beyond for her guests, whether someone needs something, or her just being at the front desk simply greeting passing guests by their last name and a smile. Starwood is very lucky to have Laura as it is very apparent that unlike certain hotels, she genuinely cares about all her guests and her hotel. I could not be any happier with this property. Each time I check in, every staff member greets me by name and a smile. It's hard to find really great hotels like this anymore. This property is definetely a great place to stay. I would highly recommend this property to anyone, even my own family members. Thanks aLoft Rancho Cucamonga for all the past great stays, and I look forward to many...

I am a lifetime platinum member with Marriott and prior to this stay had never stayed at an Aloft property. Pulling up to the hotel and even walking in I was impressed with the appearance of the hotel. Check in was smooth and I was impressed with my king room. That is where the positives ended though. I went down to the lobby bar to grab a drink while I decided on a dinner choice. Sat down next to 3 gentleman at the bar who were drinking some sort of vodka drinks. I looked over the tap beer choices and waited for the bartender...and waited...and waited...after about 5-6 minutes I jokingly ask the other gentleman if it was self serve and they laughed and said “no, there was a bartender, but i don’t know where she went.” So after another 5 minutes of no bartender and no drink and their recommendation of the Lazy Dog restaurant down the street I left. When I got back to the hotel i was pretty tired after a long day of flying across the country and then driving a car for a few hours. I payed down in bed and attempted to turn the tv on. I picked up the remote control and the back fell off and the batteries started to fall out. So I held the batteries in and pointed it at the tv and after a half dozen clicks of the power switch it finally turned on. It took me about 20 attempts to get the tv on the channel I desired as the remote apparently didn’t work well. After getting the channel I desired, TNT in this case to watch the Warriors game, I was once again disappointed as the tv was just lines and cut in and out with no sound as if the reception was terrible. After about a minute of this nonsense I attempted to turn the tv off, but of course the remote wouldn’t do anything. So I got up and turned the lights on and walked over and pressed the off button on the television. After a nice night of sleep I get up and turn on The shower. For reference the shower handle is off at 6:00 and full hot at 12:00. So I hop in after cranking it from 12:00 to about 10:00. Still scalding hot. I keep turning down until I get to about 8:00 and still scalding. So I take it all the way down to just past 6:00 and now it’s cold. I go through this about 3 times and am thoroughly mad. So I put it at 9:00 and just step back for a few minutes and scalding hot the whole time. I turn it sos to 8:00 still scalding. I try 7:00 and cold again. There were only 2 temperatures for the shower-scalding and cold.

I am not one to normally complain, but I’ve stayed over 1100 nights with this chain and this was without a doubt the worst experience I have ever had at a...