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Reviews of Embassy Suites Ontario Airport

3.5 out of 5
Embassy Suites Ontario Airport
3663 E Guasti Rd, Ontario, CA

Reviews

8.0

Very good

Rating 10 - Excellent. 532 out of 1002 reviews" "
Rating 8 - Good. 195 out of 1002 reviews" "
Rating 6 - Okay. 102 out of 1002 reviews" "
Rating 4 - Poor. 87 out of 1002 reviews" "
Rating 2 - Terrible. 86 out of 1002 reviews" "

8.4/10

Cleanliness

8.2/10

Staff & service

7.8/10

Amenities

8.2/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Yolanda

Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great servuce
Stayed 1 night in Apr 2024
Response from Viviana on 26 May 2024
Thank you for the great review, Yolanda! We look forward to welcoming you back real soon

4/10 Poor

John

Travelled with family
Disliked: Cleanliness, amenities, property conditions & facilities
Swimming pool was ice cold and the hot tub was broken - we chose this hotel over another so we could spent time teaching our child how to swim, and so that part of our vacation plans was ruined. The crib/ pack and play was said to be in the room when we arrived. It wasn’t. When it was delivered, it was just sitting by the door in the room, not setup, with the baby’s sleeping pad wrapped around the exterior. Upon unwrapping the pad, it was clearly stained from vomit or diarrhea from previous guests. It was gross, and no sheets were provided for our infant to lay on over the stained pad. We had our baby in the bed with us instead. Also, our keycards didn’t work on either our room or other amenities at several points during our stay, so we had to visit the front desk for new keys on multiple occasions. We had also requested a blanket and sheets at one point, and instead received a blanket and pillow cases. The only reason they don’t get 1 star is because the omelettes for breakfast are great. I won’t stay at another Hilton though. This was my worst experience in years.
Stayed 2 nights in May 2024
Response from Viviana on 25 May 2024
Thank you for taking the time to share your experience with us. I have shared your comments with our team to improve on these matters and we sincerely apologize for failing to meet your expectations. We hope you'll give us a second chance in the near future.

10/10 Excellent

Denisse Leon

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from j on 22 May 2024
Thank you

8/10 Good

Tijanna, Murrieta

Travelled with family
Liked: Cleanliness, staff & service
Disliked: Amenities
The pool doesn't work
Stayed 1 night in Apr 2024
Response from Viviana on 15 May 2024
Thank you for your feedback, Ms. Tucker. We are working hard to get our pool back to normal operations.

8/10 Good

susan

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Close to airport with free shuttle. Courteous staff.
Stayed 1 night in May 2024
Response from Viviana on 15 May 2024
Thank you for the great feedback, Susan. We look forward to welcoming you back soon

10/10 Excellent

Natasha

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
It's was okay
Stayed 2 nights in May 2024
Response from Viviana on 13 May 2024
Thank you for your great feedback, Natasha. We look forward to welcoming you back soon.

10/10 Excellent

Ann

Travelled with family
Close to airport and has a shuttle to take you there. Shower head was old and rickety, iron worked but was damaged.
Stayed 1 night in May 2024
Response from Viviana on 12 May 2024
Thank you for the great feedback, Ann! We apologize for the condition of the shower head and iron. We hope you'll give us a 2nd chance in the future.

10/10 Excellent

Brianna

Travelled with family, Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Easy check in, amenities outstanding, very nice suite and comfortable.
Stayed 1 night in May 2024
Response from Viviana on 12 May 2024
Thank you for the great feedback, Brianna! We take pride in our suites and customer service. We look forward to welcoming you back soon!

10/10 Excellent

Marlene

Travelled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Beautiful rooms and stead was friendly and helpful.
Stayed 1 night in Mar 2024
Response from Viviana on 12 May 2024
Thank you for the great feedback, Marlene! We take pride in our cleanliness and customer service. We look forward to welcoming you back soon!

10/10 Excellent

Lorena

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Apr 2024
Response from Viviana on 12 May 2024
Thank you for the great feedback, Lorena! We look forward to welcoming you back soon!

6/10 Okay

Tijanna, Murrieta

Travelled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
I have been at this location over a dozen times and lately It's been a problem with the pool and that is why we pick this location because of the indoor pool I called and they said it was working properly but we got there and it was not working
Stayed 1 night in Apr 2024
Response from Viviana on 12 May 2024
Thank you for the great feedback, Tijanna. We apologize for not providing the experience you anticipated. We are working hard to get the pool area back to our standards.

10/10 Excellent

Jose

Stayed 1 night in Feb 2024
Response from Viviana on 12 May 2024
Thank you for the great feedback, Jose! We look forward to welcoming you back soon!

4/10 Poor

Barbara

Liked: Property conditions & facilities
Disliked: Staff & service
I stayed at this location before, and the staff was wonderful. My most recent stay was a disaster. I was told by a staff member I had to service my own room, after waiting for over 2 hours to get clean towels. I will make sure to tell all my family & friends to stay away from this property.
Stayed 2 nights in Apr 2024
Response from Viviana on 9 Apr 2024
Thank you for your feedback, Barbara. Your comments will be shared with the management team to ensure this won't happen again. We hope you'll give us a second chance in the future.

6/10 Okay

Vanessa

Stayed 2 nights in Apr 2024
Response from Viviana on 12 May 2024
Thank you for your feedback, Vanessa. We look forward to welcoming you back soon.

10/10 Excellent

Pete

Business traveller
Liked: Property conditions & facilities
Very clean and like new property
Stayed 5 nights in Apr 2024
Response from Viviana on 7 Apr 2024
Thank you for the great feedback, Pete! I'll be sharing your kind words with the management ) We look forward to welcoming you back soon

10/10 Excellent

Alicia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Mar 2024
Response from Viviana on 7 Apr 2024
Thank you for the great feedback, Alicia! We look forward to welcoming you back soon!

10/10 Excellent

Cassandra

Travelled with family, Business traveller
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Clean, well-appointed, and convenient airport hotel option. Very friendly, helpful staff!
Stayed 1 night in Mar 2024
Response from Viviana on 6 Apr 2024
Thank you for the great feedback, Cassandra! We look forward to welcoming you back soon!

10/10 Excellent

Mary

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024
Response from Viviana on 6 Apr 2024
Thank you for the great feedback, Mary! We look forward to welcoming you back soon!

2/10 Terrible

Tijanna, Murrieta

Travelled with family, Travelled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Our stay was a very poor experience outside of the staff . We went to the property the experience was horrific. We arrived early 2pm for check in and was asked to wait even after calling ahead for approval. After a 2 hour wait . Once we were given keys to the room they did not work . 3 trips to the front desk now 5pm hours wasted they provided my family with not just an unclean room but unsanitary. Fenkel matter in the toilet. Used towls on the floor and across the room. A dirt ring in the tub. Trash in the trash cans.. We were then given keys to another room that didn't work. Once in a clean room now 7pm ready to take a swim the keys wouldn't allow access to the pool or the fitness room. Finally in the pool area the pool was unacceptable with a shoe at the bottom of the pool and a used bandaide.floating. After leaving the pool once again the keys wouldn't work to get back into the room. The whole experience was unacceptable . Please contact me for any further information needed to complete a refund . 313 980 1198 Mrs Tucker.
Stayed 1 night in Mar 2024
Response from Viviana on 23 Mar 2024
Thank you for your feedback, Ms. Tucker. We are very sorry to hear your stay did not go as planned. Management will reach out to you personally.

6/10 Okay

Wendy, BEVERLY HILLS

Travelled with family
Liked: Cleanliness, amenities, property conditions & facilities
Disliked: Staff & service
My room was freezing and had no hot water to take a shower. They said the whole floor had the problem. They offered points but I’m not going to stay there again.
Stayed 1 night in Mar 2024
Response from Viviana on 23 Mar 2024
Thank you for your feedback, Wendy. We are so sorry to hear your stay did not go a planned. We hope you'll give us a second chance in the future.

10/10 Excellent

Andres

Travelled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Great place nice complementary breakfast good variety.
Stayed 1 night in Mar 2024
Response from Viviana on 7 Mar 2024
Thank you for the great feedback, Andres! We look forward to welcoming you back soon!

10/10 Excellent

Judith

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent customer service. But the elevator was dirty. The floor in my room was really sticky and restroom counter dirty. Shampoo bottle empty and no Kleenex. Telephones in room not working. Had to call help desk to request wi-fi information as this was not provided not check-in.
Stayed 2 nights in Feb 2024
Response from Viviana on 7 Mar 2024
Thank you for your feedback, Judith. We apologize your stay didn't go as planned. We normally take pride in our cleanliness and hope you'll give us a second chance in the near future.

10/10 Excellent

Judith

Business traveller, Travelled with partner
Liked: Property conditions & facilities
Excellent customer service
Stayed 1 night in Feb 2024
Response from Viviana on 7 Mar 2024
Thank you for the great feedback, Judith! We look forward to welcoming you back soon!

8/10 Good

Neician

Liked: Cleanliness, property conditions & facilities
Very close to the airport and nice size rooms. Rated lower due to the fire alarm going off in the middle of the night, having to evacuate in the cold until the power came back on. Had less than three hours of sleep before long work travel day. Not fun.
Stayed 1 night in Nov 2023
Response from Viviana on 7 Mar 2024
Thank you for your feedback, Neician. We apologize your stay didn't go as planned and hope you'll give us a second chance in the future.

10/10 Excellent

Sabrina

Travelled with family, Travelled with group
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Property was nice and very clean. Breakfast was really good.
Stayed 1 night in Feb 2024
Response from Viviana on 7 Mar 2024
Thank you for the great feedback, Sabrina! We look forward to welcoming you back soon!

10/10 Excellent

Oscar

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities
Beautiful and clean
Stayed 1 night in Feb 2024
Response from Viviana on 7 Mar 2024
Thank you for the great feedback, Oscar! We look forward to welcoming you back soon!

10/10 Excellent

sergio

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Feb 2024
Response from Viviana on 7 Mar 2024
Thank you for the great feedback, Sergio! We look forward to welcoming you back soon!

6/10 Okay

Erin

Travelled with family and small children
Liked: Cleanliness
Hotel is clean, room was clean. They had complimentary late checkout until 11:30 which was nice. Breakfast was good even though their website said breakfast starts at 7am on the weekend, it doesn't start until 7:30 and we had to leave by 7:15am so we didn't get to eat the first morning there. In the room, the batteries in one of the remotes were dead so we couldn't use the TV. Pool was not heated. When we went to use the shower, there was no shampoo or conditioner so we had to call downstairs to have them bring some. They did come up fast, but that should have been checked by housekeeping when they cleaned the room after the prior guest. Also I requested 4 towels and 4 wash cloths in the bathroom and 2 pillows for the sofa bed and there were only 2 wash cloths and 1 pillow in the room when we arrived, despite them responding to my requests prior to check in saying they would make sure I had the items requested in the room. Water pressure in the shower was not good but I have yet to find a hotel that has good water pressure in the shower. The ice machine on our floor was not working so I went to 2 more floors to try to get ice and none of those ice machines were working either. For the cost of this hotel, I expected better. I doubt we will be staying here again unless it happens to be the cheapest in the area.
Stayed 2 nights in Feb 2024
Response from Viviana on 24 Feb 2024
Thank you for your feedback, Erin. I apologize for the experience you had and will be sharing your comments with department leaders. We hope you'll give us a second chance in the future.

10/10 Excellent

Margarita

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The property was nice. Buffet need some fruits. Parking should have been free.
Stayed 2 nights in Feb 2024
Response from Viviana on 24 Feb 2024
Thank you very much for your great review and feedback, Margarita! We will share your comments with our department leaders. Thank you for choosing Embassy Suites Ontario Airport

6/10 Okay

eddie

Travelled with family
Liked: Cleanliness, staff & service, amenities
Disliked: Property conditions & facilities
Cleanliness could be better though the Hotel elevators were dirty and halls should be swept and cleaned by staff more often...
Stayed 5 nights in Feb 2024
Response from Viviana on 24 Feb 2024
Thank you for your feedback, Eddie. We apologize for the experience you had and hope you give us a second chance in the near future.

10/10 Excellent

Marco

Stayed 1 night in Feb 2024
Response from Viviana on 24 Feb 2024
Thank you very much for your great review, Marco! We look forward to welcoming you back soon.

8/10 Good

Mardi

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Small inconveniences
The rooms were good, however our ice machine didn’t work and I had to go to another floor to find one. Went to the pool but it was freezing cold I had expected it to be heated because it was an indoor pool. We were close to everything which was great. However coming home late after the show we went to there was no parking available due to an event that was happening in the property and we had to park on the street, we did ask to be refunded the parking fee due to this and they obliged. Food was good as expected.
Stayed 2 nights in Feb 2024
Response from Viviana on 24 Feb 2024
Thank you for your feedback, Mardi. We sincerely apologize your stay did not go as expected and hope you give us a second chance in the near future.

10/10 Excellent

Lisa

Travelled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Jan 2024
Response from George G on 29 Jan 2024
Thank you so much for the outstanding rating, we appreciate your feedback and will be always looking forward to welcoming you back to Embassy Suites Ontario.

2/10 Terrible

Roberto

Travelled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
My stay with my family was very bad. At the time of check-in, they wanted to charge me $15 for parking, something they never mentioned on their website, and I told them to clean me every day and they didn't. They did it, the bathroom didn't work, they kept throwing water out of the toilet all the time and we couldn’t rest, and the worst thing was when my wife went to the gym, and asked for towels at the front desk, they told her that if she works in the hotel, and they couldn't give her any, that's racism . We will never go back to that place again.
Stayed 3 nights in Jan 2024
Response from Viviana on 28 Jan 2024
Thank you for your feedback, Roberto. I see that the parking fee was waived for you but it is on the hotel's website along with Expedia's website. We are sorry to hear you had a bad experience and hope you give us a second chance in the future.

10/10 Excellent

kirk

Stayed 1 night in Jan 2024
Response from George G on 29 Jan 2024
Thank you so much for the outstanding rating, we appreciate your feedback and will be always looking forward to welcoming you back to Embassy Suites Ontario.

8/10 Good

Andrea

Travelled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Definitely will stay again!
The room was amazing and everything was fantastic - especially the rainfall shower head and the breakfast offerings. The only negative was that the pool heater and spa weren't working, so my son didn't really get to swim. Everything else was wonderful.
Stayed 1 night in Jan 2024
Response from Viviana on 28 Jan 2024
Thank you for your feedback, Andrea. We're sorry your stay fell short of your expectations and hope you'll give us a second chance in the future.

10/10 Excellent

Jayson

Stayed 1 night in Jan 2024
Response from Viviana on 16 Feb 2024
Thank you for your feedback, Jayson. We look forward to welcoming you back soon!

2/10 Terrible

Sandra

Disliked: Cleanliness
Stayed 1 night in Dec 2023
Response from Viviana on 28 Jan 2024
Sorry to hear your stay did not go as planned, Sandra. We hope you give us a second chance in the future.

10/10 Excellent

Reuben

Travelled with family, Travelled with pets
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We love Embassy Suites always have and this property was very good. Rooms are spacious and staff was nice.
Stayed 3 nights in Dec 2023
Response from Viviana on 28 Jan 2024
Thank you for the great feedback, Reuben. We look forward to welcoming you back soon!

10/10 Excellent

Anthony, San Clemente

Liked: Cleanliness, staff & service, property conditions & facilities
South facing is quiet! Thanks
Stayed 2 nights in Dec 2023
Response from Viviana on 28 Jan 2024
Thank you for the great rating, Anthony. We look forward to welcoming you back soon!

10/10 Excellent

ALAN, MILILANI

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 4 nights in Dec 2023
Response from Viviana on 28 Jan 2024
Thank you for the great rating, Alan. We look forward to welcoming you back soon!

10/10 Excellent

John

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Viviana on 28 Jan 2024
Thank you for the great rating, John. We look forward to welcoming you back soon!

8/10 Good

Inas

Liked: Staff & service, room comfort
Pretty good
The first room that was given to me smelled really bad and a dog was right next door. However, the front desk clerk was accommodating and changed my room. The tv stations were not that appealing, they should look into netflix or streaming apps.
Stayed 3 nights in Dec 2023
Response from Viviana on 28 Jan 2024
Thank you for your feedback Inas. We hope you give us a second chance in the future.

10/10 Excellent

Robert, Buckeye

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The front desk staff was very helpful and professional. I will stay here when I'm back in California. University of Redlands Alumni...
Stayed 2 nights in Dec 2023
Response from Viviana on 9 Dec 2023
Thank you for the great feedback, Robert! We look forward to your return!

10/10 Excellent

Virginia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Dec 2023
Response from Viviana on 9 Dec 2023
Thank you for your feedback, Virginia! We look forward to welcoming you back soon!

4/10 Poor

Daniel

Travelled with partner
Liked: Cleanliness, property conditions & facilities
Like the fact that it was clean but the toilet got plugged and there was no hand soap but there was a little bar soap and not enough towels and when we asked for towels and call downstairs the girl at the front desk said they couldn't bring them just a little bit disappointing and when we went downstairs for breakfast I was coming to my wife we should go eat upstairs in the room and some lady walking around said oh you can take your food upstairs you have to eat here so we looked at each other and said screw it or just check out early and go eat somewhere else that was a bit disappointing not sure why after that comment my wife got a little bit upset like if we were little kids so we checked out early I went to go eat somewhere else......
Stayed 1 night in Nov 2023
Response from Viviana on 4 Dec 2023
We're sorry your experience fell short. Our department leaders will be informed and we hope you'll give us a second chance in the future.

10/10 Excellent

Soni

Travelled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Bar service was great, spacious room, good water pressure for a nice hot shower!
Stayed 2 nights in Nov 2023
Response from Viviana on 4 Dec 2023
Thank you for the great feedback, Soni. We look forward to welcoming you back soon.

8/10 Good

Scott

Business traveller
Liked: Cleanliness, staff & service, room comfort
Breakfast was good and staff working and cleaning were awesome. Frustrating that ice machine on my floor didn’t work, either did machine on floor above so had to go 2 floors up to get ice.
Stayed 2 nights in Nov 2023
Response from Viviana on 22 Nov 2023
Thank you for your feedback, Scott. We apologize for the inconvenience and hope you give us a second chance in the future.

10/10 Excellent

James

Liked: Cleanliness
Stayed 1 night in Nov 2023
Response from Viviana on 22 Nov 2023
Thank you for your great feedback, James! We look forward to welcoming you back.

10/10 Excellent

Norma, Amarillo

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Friendly service
Stayed 2 nights in Nov 2023
Response from Viviana on 22 Nov 2023
Thank you for your great feedback, Norma! We look forward to welcoming you back.