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Ontario Grand Inn & Suites

3.5 out of 5.0

Recent guest reviews

Great rooms, and very friendly staff who go above & beyond in making sure you have everything you need to make your stay comfortable.

Our room had no towels available .. front desk explained that they were washing and wouldn't have them ready in an hour.. didn't get towels u till the next morning

First of all, aside from the key not working upon arrival, the room was dirty. The trash wasn't even emptied, the bathroom sink was sticky. I had a full large container of Clorox wipes and unfortunately I had to wipe so much that I finished the whole container. Not to mention, the bed! I went home with rashes and bug bites all over my body. I am so thankful I brought my own towel.

Some of the front desk agents need customer service training and or a attitude adjusment. As customer service agent we provide a guest experience.. not just a room.. the way you treat guest you make or break a long time guest and word of mouth reviews. I fly in at least 3 weekends a month.. loved the room and the property but the customer service would deter me from returning.

I was charged over a hundred than stated on booking. They made the correction after I called. Other than that everything was good.

Upon check in the room provided was missing items and not clean. There was no refrigerator in the room, the sitting area didn't have a TV, and the TV's in the bedroom didn't work, and no towels were provided. Also, the A/C units were extremely loud and the knobs were broken off you couldn't turn them on or off. It just constantly blew air into the room We switched rooms and finally the refrigerator was in the room but again no towels or TV's working. Upon check out we realized we left a pillow and a pair of headphones in the room. I called the next day and they said they couldn't locate those items. I called about ten times to locate the items and each response was the same I don't see it and housekeeping doesn't have the items. I never received a phone call back from the manager Liz as promised. I was told she is the general manager and comes and goes as she chooses. Finally, my last phone call was clear that the staff didn't care. I was told we have no responsibility once you check out of the hotel. As a business I would not want my employees telling customers this as it is quite obvious they have no professionalism or care about their hotel guests.

Regular hotel nothing more than that. May be need some interesting from staff. Thank you

Bad experience room was not clean no towels I have to wait over an hour to get towels......

Overall the hotel was ok. I wouldn't recommend anyone staying there. There are many more options in that location that I would suggest. Hotel seemed not prepared for guests. Not very clean. Breakfast was not good at all. Coffee was horrible. Creamers were old. Told the staff they just put out more bad creamer. No towels in room when checked in. Stayed 5 nights and every night when returning to my room it smelled like a sewer. Not a great experience.

I 1st got there and the room was decent not at all like the pictures the room had a very strong clorox smell thinking its really clean. Well i was going to the restroom and lift up the seat that was a horrific experience went down staris and asked if i can be changed to another, mind you i also jist bought a pizza about to relax nice and warm, i was irritated because i couldnt do that the front desk said well let me see what i have...so i changed rooms the room had no toliet paper or no towels the bed was covered in duct tape to replace the holes on the mattress the sofa had blood stains and everything looked old. The area was booked so no other rooms were avalible if they were i would have left!!!! I ate my pizza cold and went to bed with all my blakets because the bed felt nasty...horrific experience

I normally never right reviews but this time I had to. Reason being is that this hotel has a lot of potential. The lobby and facilities are very modern. They include a bar, fitness area, and lounge area. The pool and spa section is being renovated. Those are the good things. On to the bad. The housekeeper never brought towels and rarely cleaned our room even though we had the sign on our door saying we needed our rooms cleaned. The elevator is extremely slow and was always filthy. There was grafetti on the walls and the elevator always smelled like marijuana. The police were called to this hotel several times for disturbances and illegal drug activity. The front desk clerk was always asleep even though he wasn't scheduled to get off from work until 7 am. If management changes I'll definitely visit again

This hotel served its purpose being close to the airport, but other then that it was just a bed to sleep in. I can't comment on the pool or gym since I didn't use them, but they looked nice. I stayed in a double queen family suite (it was all they had available) and the room was huge, but basically empty. There were 2 queen beds and a fold out couch. No tables, no sitting chairs, no towels, no hangers. I called for hangers and towels and were told they would be brought to the room. I called again an hour later since no one had arrived. Eventually someone came with towels. Their continental breakfast is just 2 types of cereal and mini muffins. We chose this hotel because it was cheap and close to the airport, but I'm not sure why it would be rated anything over a 2 star hotel.

From the moment we arrived to hotel, we could see that the pictures shown on line were not recent. The hotel didn't look as nice as the pictures. When we went to lobby to register, we had to wait before the receptionist could register us because some hotel guests were coming (in person) others calling, asking to get some towels. My husband asked about this and we were told that the cleaning staff didn't leave towels in rooms, so people would ask for them at the reception desk. The young lady remarked that their manager had already met with cleaning staff about this, but they were not doing it anyway. When we went up to our room, noticed that the elevator and the floors looked dirty. A guest staying in room next door informed us that the guests that stayed the night before in the room we were about to enter, had been smoking weed right outside room. She complained to staff, but they said that they couldn't do anything about it. Upon entering room, we noticed again the dirty floors, filthy fan and the sheets on the bed looked extremely worn. The bathroom door was broken in two different areas as well as the light switch to the bathroom. There was less than half of a roll of tissue paper left. We called reception and asked to be switched to different room, but staff told us the hotel was booked for the night and they had no other rooms available. There isn't enough room to list other complaints. It was an extremely disappointing stay. Don't recommend this hotel.

This motel is dirty, ill-appointed,& apparently has very little housekeeping. Calls from outside the building were only answered 30% of the time; the rest of the time there was a glowing marketing speech about all the amenities that were offered, & then the automated system hung up. The couch in our room was so filthy we would not sit on it, the doors & walls were grungy, scraped & shoe-marked, & the drapes were stained with 2 different substances that I wasn't going to even try to ID. There were no towels; we had to go down to the desk & request them. Supplied toiletries were 2 tiny bottles of shampoo and 2 tiny bars of soap that had torn-open paper. The Business Center had very poor internet connection (it kept dropping), no mouse (altho they did bring one when we asked) and no printer. We were unable to use their system to check in with our out-going flight. The TV did not work either so we called the desk; they DID answer that call, & a person came to the room & pounded on the TV buttons, mumbling about the TVs shorting out & that the remote wouldn't work. After quite a few minutes of this, she managed to beat on the correct combo of buttons & the TV functioned OK as did the remote. There were NO motel information sheets in the room at all; no safety/fire information. The halls were filthy & had not been vacuumed; breakfast was barely adequate. The heating worked; there WAS toilet paper & hot water. There is little truth in their advertising.

I was traveling with my husband and two children. We reserved the two queen, one bedroom suite.After checking in and going up to the room, it quickly became apparent we could not stay there. The room was dirty, the couch have multiple stains and cigarette burn marks. The top cover of the beds were nice but underneath was not clean. We all felt so uncomfortable to even sit on the furniture that we checked out and stayed elsewhere.

I had a great stay at the Ontario Grand Inn & Suites. The room looked great, it was clean, there was really nothing that I could complain about. I would suggest, however, that they provide a printer in the business center for guests to print out parking permits, boarding passes, etc.

We rented two rooms for one night between christmas and new years eve. We observed the following: 1. The bathrooms did not have towels. We had to tell them several times after check in and finally were given towels around 11.30 pm. We noticed several other guests staying at the hotel also faced same issue. 2. The switchboard for the light was broken. 3. The blanket had black spots on it on several places. 4. The floor was dirty when we checked in. 5. Walls had several black mark in places. 6. The lid on the top of toilet tank cover was mismatched, smaller. It did not fit properly and we could see inside of the tank. 7. The curtain on the second room had large red stains in it , looked like nailpolish. 8. The credit card machine had some problems, they took our card information on paper and keyed in charges manually after check out.

I cannot begin to express how disapointed I am with this hotel choice... My hubby and I were celebrating our anniversary and ended up checking out within 4 hours!!! >-[ We checked in and since then everything was fishy, their system was "down" so all the paperwork had to be done manually, then we went up to our room and there are zero towels in the bathroom, when I tried calling using the room phone... it was unplugged and the cord was showing wires.. I plugged and called and Avari (can't remember her name) told me towels would be sent. We waited and so turned on TV and for 30 mins we tried to figure out how to work the direct TV system to no avail. 2 hrs later, no shower bcs towels have not arrived yet, looked for an iron and zero....so we went out to dinner, came back 1.3hr and found the front desk girl in the elevator with a spray deodorizer, I reminded her... nothing happened. We waited another Hr and we couldn't take it anymore. Went to check out and girl left a "Be Right back" sign.. there were more customers waiting complaining they didn't have towels either, one lady locked out but the front desk girl said she was trying to reach a maintanance on call guy... a little kid wanted to watch TV and they couldn't either.... NEEDLESS to say, we checked out and the girl said there was no manager available (8pm) -- she was it! doing everything, she said there were no housekeeping personnel and they are under new management... now I have to fight for my refund!!!

Bed is old. My 1st room smells bad TV not working. I was moved to another room. Nothing seem to work-- TV, electric iron, AC units. Employee/front desk promised to fix things but nobody seem to care. I waited for hours yet nobody came to replace iron. I hear a lot of banging & slamming of doors from different rooms. Trash all over the hallways.

The Inn was nice. Close to attractions. It's an older interior. For the money, it served it purpose. The breakfast wasn't award winning but it was something. I would stay there again.

Room options

Room, 1 King Bed

King 1 | Sleeps 2

Double Room, 2 Queen Beds

Queen 2 | Sleeps 4

Family Suite, 2 Queen Beds

Queen 2 | Sleeps 4

Suite, 1 King Bed

King 1 | Sleeps 3

Guest reviews for Ontario Grand Inn & Suites

Everyone (46) Business (29) Couples (49) Family (28) Other (31) Friends (9)
5

good times

Everyone

Great rooms, and very friendly staff who go above & beyond in making sure you have everything you need to make your stay comfortable.

By , from Grand terrace on Sep 18, 2017

3
Everyone

Our room had no towels available .. front desk explained that they were washing and wouldn't have them ready in an hour.. didn't get towels u till the next morning

By on Sep 5, 2017

1

pictures sure can fool you

Everyone

First of all, aside from the key not working upon arrival, the room was dirty. The trash wasn't even emptied, the bathroom sink was sticky. I had a full large container of Clorox wipes and unfortunately I had to wipe so much that I finished the whole container. Not to mention, the bed! I went home with rashes and bug bites all over my body. I am so thankful I brought my own towel.

By , from la puente, ca on Sep 2, 2017

Review comment responded on Sep 6, 2017

I would like to personally apologize for the series of unfortunate incidences that you experienced during your stay with us. We continually try to do our very best for all of our guests, but unfortunately, sometimes we do fail. I will look into each issue that you have noted, in an attempt to correct and improve our hotel policies.

3

customer service

Everyone

Some of the front desk agents need customer service training and or a attitude adjusment. As customer service agent we provide a guest experience.. not just a room.. the way you treat guest you make or break a long time guest and word of mouth reviews. I fly in at least 3 weekends a month.. loved the room and the property but the customer service would deter me from returning.

By , from NV on Aug 23, 2017

Review comment responded on Sep 6, 2017

I would like to personally apologize for the series of unfortunate incidences that you experienced during your stay with us. We continually try to do our very best for all of our guests, but unfortunately, sometimes we do fail. I will look into each issue that you have noted, in an attempt to correct and improve our hotel policies.

3
Everyone

I was charged over a hundred than stated on booking. They made the correction after I called. Other than that everything was good.

By on Jul 2, 2017

1

don't stay here

Everyone

Upon check in the room provided was missing items and not clean. There was no refrigerator in the room, the sitting area didn't have a TV, and the TV's in the bedroom didn't work, and no towels were provided. Also, the A/C units were extremely loud and the knobs were broken off you couldn't turn them on or off. It just constantly blew air into the room We switched rooms and finally the refrigerator was in the room but again no towels or TV's working. Upon check out we realized we left a pillow and a pair of headphones in the room. I called the next day and they said they couldn't locate those items. I called about ten times to locate the items and each response was the same I don't see it and housekeeping doesn't have the items. I never received a phone call back from the manager Liz as promised. I was told she is the general manager and comes and goes as she chooses. Finally, my last phone call was clear that the staff didn't care. I was told we have no responsibility once you check out of the hotel. As a business I would not want my employees telling customers this as it is quite obvious they have no professionalism or care about their hotel guests.

By , from Palm Springs on Jun 29, 2017

3
Everyone

Regular hotel nothing more than that. May be need some interesting from staff. Thank you

By on May 16, 2017

2

not happy

Everyone

Bad experience room was not clean no towels I have to wait over an hour to get towels......

By , from Bellflower CA on May 3, 2017

3
Everyone

Overall the hotel was ok. I wouldn't recommend anyone staying there. There are many more options in that location that I would suggest. Hotel seemed not prepared for guests. Not very clean. Breakfast was not good at all. Coffee was horrible. Creamers were old. Told the staff they just put out more bad creamer. No towels in room when checked in. Stayed 5 nights and every night when returning to my room it smelled like a sewer. Not a great experience.

By on Apr 12, 2017

1

nasty and dirty

Everyone

I 1st got there and the room was decent not at all like the pictures the room had a very strong clorox smell thinking its really clean. Well i was going to the restroom and lift up the seat that was a horrific experience went down staris and asked if i can be changed to another, mind you i also jist bought a pizza about to relax nice and warm, i was irritated because i couldnt do that the front desk said well let me see what i have...so i changed rooms the room had no toliet paper or no towels the bed was covered in duct tape to replace the holes on the mattress the sofa had blood stains and everything looked old. The area was booked so no other rooms were avalible if they were i would have left!!!! I ate my pizza cold and went to bed with all my blakets because the bed felt nasty...horrific experience

By on Apr 10, 2017

Review comment responded on Apr 18, 2017

Hello, thank you for taking the time to share your review with us. We appreciate your valuable feedback as it helps us identify the areas we can improve the guest experience. I was disappointed to learn of the shortcomings you experienced and we're currently taking steps to upgrade some more.