Residence Inn by Marriott Ontario Rancho Cucamonga — Hotel in Rancho Cucamonga

I gave a rating of “excellent” on the service because I didn’t want a minor negative experience with one individual at the front desk staff, (named Riot) to represent the entire hotel. As a long-time Marriott member who only stays at Marriott hotels, and as someone who has many family and friends who work for the brand both in Corporate and franchises, I was a little disappointed in his choice of words.

I called a few days in advance to ask for an early checkin and was informed by Riot I need to call on the day of to make that request. I was heading to a wedding rehearsal dinner on the same day I arrived from San Francisco so I wanted to freshen up (I requested to checkin at 1pm). After going back and forth and acknowledging that I understand it’s not guaranteed and I’m only asking for him to make a note should a room be available at 1pm; he finally agreed - but that took some time and he was very challenging.

On the day of check-in, I asked him if I could use the mobile app for room entry, he was snarky and replied “no, that’s for Gold members. You’re only a Silver member.”

I believe there was a better way to say that without making a customer feel low. Also, he said it loud enough to where others heard and it was embarrassing.

If you check my history, I have been a gold member in the past. Due to Covid, like many, I haven’t traveled as often and therefore did not maintain it. Additionally, I recently stayed at a few other hotels in the SF bay area as a “Silver member”, and I did have mobile key access. Perhaps that has been changed or is governed from hotel-to-hotel, but again, there are better ways to communicate this. It wasn’t harsh, just snarky.

I won’t go into details of my 3rd interaction with Riot, but it was along the same lines. I believe he’s new and is still in training; however he should possess basic customer service skills if he’s working the front desk.

Other than that, I enjoyed my stay at the hotel and I was able to check in at 1pm. So his note worked!! I’ve been in Customer Service for over 20 years, sometimes, you just have to make the customer feel like you’re doing something, even if it’s not guaranteed their request will be met. The word “no” shouldn’t be in our vocabulary. Every customer should feel they are an important guest, regardless how much money they’ve spent at your establishment....

I was told to arrive at 1 PM and I could check into my room early. Once I arrived they told me that my room was not ready. That was at 1 PM. I traveled all the way from Bakersfield California to Rancho Cucamonga to stay at the residence Inn I believed I would be able to get into my room at 1 PM, which never happened. In fact my normal checkout time was 3 PM and I didn’t get into my room till 3:30 PM. Such a disappointment. Once I arrived into my room the blow dryer that I went to go use to get myself ready for work did not work, another disappointment. I spoke with the front desk employee by the name of riot who said that he would help me with the blow dryer, The blow dryer that he was supposed to bring we never made it to my room. Later on that day I reach out to the front desk one more time, finally they brought me a blow dryer. When going to the front desk to ask for assistance, there was never an associate at the front desk. After waiting at the front desk for a few minutes find me an associate came to the back to answer my question. I was very unhappy about this. Before I left my wife called to the front desk and spoke to riot once again who was the associate at the front desk. She requested a late check out he mentioned to her that the check out Leyvas she could have was 1 PM. I then called back to the front desk for a late check out I also spoke to Riot, he was very rude, until I mentioned that I would be calling Corporate. After contacted the front desk once again finally riot apologize and said we could have a late check out till 3 PM. He stated that he did realize I was a gold club member and I stayed in the area many times. This is been the first time I have ever experience such terrible service from the associates in any of the Marriott hotels. I have always been satisfied and have been a customer for many years and I’ve never received this type of treatment. I am very...

We stayed here for six nights with two small children and the suite was wonderful. From the check in process to leaving, the front desk was wonderful. The breakfast in the morning was a life saver and pretty good! The facilites were clean and having a washer/dryer on site was helpful. The beds were comfortable. And they provided a pack and play for my little.

My only cons: sometimes the over use of fabuloso or similar cleaner was overkill in the lobby/elevator area but I guess better than a bad smell lol I’m assuming we had the same housekeeper and on the second or third day, she knocked on the door to clean. I told her we would be leaving in no more than 30 mins. She gave me a hard time and was rude, said “well can I at least get the towels? I have a lot of rooms. “ (in Spanish) I got frustrated because I have never had trouble asking a house keeper if they could please come back. I gave her the towels and she basically said she would come back later. Mind you, we were out of our room by 9am almost every day, that was the first day we were there and it was 930. The pack and play was kinda hard and I had requested an extra blanket and some towels that never came . It’s ok bc I didn’t ask again, we improvised. And last, the AC was kinda odd. It would kick on then kick off then back on for about five minutes. It did that constantly, it was weird and sometimes hot but still worked. Basically it was noisy and didn’t have a consistent run time for the fan.

Overall, I would definitely stay again. Having a mini kitchen was so essential with little kids. Didn’t use the pool. But we enjoyed our stay. The location is great and not too far off the highway and not far from the LA area. We visited family in El Monte, Mont Clair, and a wedding in diamond bar. With traffic, it was about 1.5...