TownePlace Suites by Marriott Ontario Airport — Hotel in Rancho Cucamonga

From the moment we arrived to our room #319 the stay was unacceptable. First the television did not power on. I called the front office and advised, but was told to "wiggle and check the connections", after doing so, it still did not function. The desk was advised again and I was told there was nothing they could do, but would have the engineer would address the issue. As we get ready for bed, we undressed the beds and one of the bed's linens were a discussing mess. It had a large yellow stain on the sheet and black outlines for shoe prints. Again I called front desk and was advised that she would inform the manager, but the issue wasn't corrected. The following morning I personally went down and spoke with the front desk clerk and expressed my concern. Her customer service and professionalism lack serverly. she was rude and said she could just note the account for house keeping. Later that evening, when preparing for bed once again the bed was undressed and again the linens were still filthy and my request was ignored. The same sheets were placed on the bed. I refused to have my family sleep on those linens and called the front desk. The clerk who answered this time took appropriate measures and at least attempted to helping. She first off apologized and offered to bring fresh and clean linens, which later she did. the following morning I went to speak to the manager of the property. After expressing my issues and concerns about our stay, her response was very passive and with no concern. She did state she was sorry, but did not say whether she would address the issue.

It should also be noted that this Marriott offers breakfast during the morning hours as a part of your stay. Although breakfast was served, it appeared that they were limited to what they had on hand. By 0800 am most of the breakfast was exhausted and it was supposed to be served and available till 0900 am. When I asked the attending party if they had any available their response was " I'm sorry we are out, we tend to run out early, you should have came when we began serving."

This has been the absolute most un pleasent stay at any of the Marriott hotels my family or I have ever stayed. Although the image that I have held for this company has not changed, I would expect that some sort of action will be taken to correct these problems. I have used Marriott for many years and recently joined the rewards program, which my compensation for our stay was 5000 reward...

Well, weve moved. Right next door in fact. The Management of Hilton Homewood Suites in Rancho Cucamonga decided after $100,000 paid out to them that they no longer valued our business and so we took it elsewhere, right next door to Ontarios Marriott TownePlace Suites, who will enjoy our next $100,000 as we finish out my husbands contract. Might seem like a lot of money to spend, but when you price everything out, $3000 a month is pretty good since it includes everything. Let me make it clear here that for the most part, Hilton's staffing played no part in our moving, this was entirely on the onus of The Hospitality Management Company who still owes me 80,000 Hilton Honor Points and $757.20 in phantom charges.

But we are so happy that they didnt want our business because Marriott sure did and we will be saddened to leave here in 18 months. Alyssa Maurry greeted us with a true smile in her heart and have gone over backwards to make our stay as stress free as possible.

PS: The rooms are bigger and more spacious and very well appointed and as they begin this renovation, they have planned the process to keep us in our room throughout the process not forcing us to move 4 times before the renovation was completed and I for one was not looking forward to that ever again!

Marriott is great and our belongings fit just fine in their ample storage in each room. The housekeeping staff keeps our room spotless and Molly has fallen in love with everyone, especially LuLu.

The front office is well-staffed efficient and warm and welcoming; you cannot ask for more from a front office staff including good conversation and a family like attitude. Their job is not easy, but they do their jobs professionally and really work hard to accommodate every guest including those that a certain website booked into the hotel and then cancelled with no notice to the hotel or guests..

Jossue, Lydia and Athenia keep popcorn at the ready(my favorite food!) and the maintenance staff hours are staggered to make sure there is a quick response to guests needs 24/7

So whether you end up here on contract like we are, or for a short business stay, Marriott TownePlaceSuites is...

This is my third stay in this hotel in the last year (each of them 22 or more days), and there has always been problems. I was scheduled to stay there through the 23 of December but decided it was not worth the frustration, and checked out after my first three. This is the only Marriott brand hotel that I have stayed at in the last year that does not recognize me for being a loyal customer (Titanium Elite) and never has. I moved a block up the road to the Courtyard and was greeted instantly (it makes a difference). During my last stay housekeeping consistently forgot different aspects of their job coffee, towels, etc. Also during my stay the hotel replaced the dishwasher, and microwave in my room and then just left all the particle board dust and debris all over my countertop, I had to get the manager. Upon arriving this time I was not greeted but informed that the internet was down and would not be up until Tuesday. After my first night I informed the front desk my ice machine did not work. This did not get fixed. On the second night the thermostat on the wall went out, and housekeeping failed to replenish coffee. I went and got coffee at front desk and informed them of thermostat. The next day it was not fixed and I was told maintenance would be in at 5pm at 6pm I called down to the front desk and was informed there had been a family emergency. I was offered a different room and the staff were pleasant, but basically I decided if I was going to move it would be to a different hotel. The following morning at checkout I left my business card at front desk and asked for the manager to give me a call to discuss these issues and provide feedback. To date he/she has not called me. I get the feeling the staff there do not care about the customer. I will never stay at this...