Lobby lounge

Reviews of Hotel Chino Hills

3 out of 5
Hotel Chino Hills
15433 Fairfield Ranch Rd, Chino Hills, CA

Reviews

6.0
Rating 10 - Excellent. 217 out of 1006 reviews" "
Rating 8 - Good. 179 out of 1006 reviews" "
Rating 6 - Okay. 190 out of 1006 reviews" "
Rating 4 - Poor. 175 out of 1006 reviews" "
Rating 2 - Terrible. 245 out of 1006 reviews" "

6.2/10

Cleanliness

6.6/10

Staff & service

5.4/10

Amenities

5.8/10

Property conditions & facilities

6.2/10

Eco-friendliness

Reviews

2/10 Terrible

Ali

Disliked: Cleanliness, staff & service, property conditions & facilities
Where do i begin .... i walked in and said hello didnt even get a greeting was told immediately cant check in until 3pm . Even tho i had early check in option with my reservation. 2nd .... the hotel looked like trash smelled like trash was very loud couldnt sleep coukd think at all . 3rd ... they make you sign papers that look like a kid wrote holding you responsible for everything including toilet paper . 4th ... not even a smile from anyone . 5th i couldn't cancel cuse i was told if i do ( which i tried ) i wouldn't get refunded. So i sucked it up its just 1 night i checked out as soon as i opened my eyes and will never go back there even for free or even if you paid me .... Ps. I never leave reviews good or bad in anything. But i was so disgusted and disappointing i have to
Stayed 1 night in Mar 2024

10/10 Excellent

Vanessa

Stayed 1 night in Feb 2024
Response from FD on Mar 27, 2024
Greetings,Thank you immensely for taking the time to share your delightful experience at our hotel. Your glowing 5/5 review has truly brightened our day!It brings us immense joy to learn that your stay with us met your expectations and left you feeling thoroughly satisfied. Providing exceptional service and creating memorable experiences for our guests during their stay is at the core of what we do, and we would be thrilled to welcome you back for another outstanding experience!

8/10 Good

Lisa

Traveled with partner
Liked: Cleanliness, property conditions & facilities
This property is being renovated at this time and the new renovated rooms are beautiful. It’s a very nice upgrade. I have never found the front desk staff to be very happy or enthusiastic about their jobs but the updated rooms make up for this.
Stayed 1 night in Mar 2024
Response from FD on Mar 22, 2024
Greetings,Thank you immensely for taking the time to share your delightful experience at our hotel. Your glowing review has truly brightened our day!It brings us immense joy to learn that your stay with us met your expectations and left you feeling thoroughly satisfied. Providing exceptional service and creating memorable experiences for our guests during their stay is at the core of what we do, and we would be thrilled to welcome you back for another outstanding experience!

10/10 Excellent

carlos

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
It’s a very good quiet are relaxing hotel is clean but we need some kind of rewards especial rates for regular customers
Stayed 1 night in Mar 2024
Response from FD on Mar 18, 2024
Greetings,Thank you immensely for taking the time to share your delightful experience at our hotel. Your glowing 5/5 review has truly brightened our day!It brings us immense joy to learn that your stay with us met your expectations and left you feeling thoroughly satisfied. Providing exceptional service and creating memorable experiences for our guests during their stay is at the core of what we do, and we would be thrilled to welcome you back for another outstanding experience!

10/10 Excellent

Camilo

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was very nice at the front desk. The room looks very nice and clean.
Stayed 1 night in Mar 2024
Response from FD on Mar 18, 2024
Greetings,Thank you immensely for taking the time to share your delightful experience at our hotel. Your glowing 5/5 review has truly brightened our day!It brings us immense joy to learn that your stay with us met your expectations and left you feeling thoroughly satisfied. Providing exceptional service and creating memorable experiences for our guests during their stay is at the core of what we do, and we would be thrilled to welcome you back for another outstanding experience!

2/10 Terrible

Michelle

Business traveler
Disliked: Staff & service, amenities, property conditions & facilities
The hotel was under a massive renovation. Construction bins everywhere. Bed was uncomfortable. Smoke/fire alarm went off in the middle of the night. Room wasn’t serviced or clean during my entire stay. Had to ask for fresh towels multiple times. When I finally did get towels, they were stained. I expressed my displeasure with the front desk, and the front desk was particularly rude. Not once did she say she was sorry for my inconvenience. I asked for a manager, but the manager was not there. I checked out and didn’t speak to the manager because the the staff was so rude I felt uncomfortable. I was just happy to leave. The bathroom was nicely renovated and the carpet was new. But I wouldn’t choose to stay here again.
Stayed 3 nights in Mar 2024
Response from fd on Mar 18, 2024
Hello Michelle, Thank you for taking the time to leave a review. We would like to clarify that our beds are new and Marriott-approved. We apologize for any issues you may have experienced with our housekeeping service and any perceived rudeness from our staff. Rest assured that all our front desk staff are well-trained. We are sorry for any inconvenience caused during your stay and hope to have the opportunity to welcome you back soon.

8/10 Good

Maria

renovated, very nice
Stayed 2 nights in Mar 2024
Response from fd on Mar 13, 2024
Hello Maria, Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

2/10 Terrible

Danette, Oceanside

Stayed 1 night in Mar 2024
Response from FD on Mar 27, 2024
Hello Jay Thank you for taking some time and leaving a review. You didn't mention about any issue you face so we are not able to find out your problem while your stay, please inform us anything you don't like so we will fix that while your stay here with us. We are very sorry you did not have an enjoyable stay and we hope to be able to welcome you to a better stay next time around.

2/10 Terrible

Elizabeth

Traveled with family
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
In addition to paying for the hotel you have to pay additional deposits. No other state does this. Good luck on getting customers.
Stayed 4 nights in Feb 2024
Response from fd on Mar 2, 2024
Hello Elizabeth, Thank you for taking some time and leaving a review. Every hotel has its own policy. We hold a deposit for any damages caused by the guest. We believe that it's not the problem of any guest, and we have already notified this on our website. We hope to be able to welcome you to a better stay next time around.

2/10 Terrible

Randy

Traveled with family
Disliked: Amenities, property conditions & facilities
All the TV's in the Hotel did not work! Ice machines Not working Breakfast a joke! Would never go back
Stayed 2 nights in Feb 2024
Response from fd on Feb 29, 2024
Hello Randy, Thank you for taking some time and leaving a review. We are sorry to hear about the issues that you experienced. Ice machine is working in lobby area and we offer continental breakfast everyday, if you have any more suggestion for us please inform us. We hope to be able to welcome you to a better stay next time around.

6/10 Okay

Ruben

Traveled with family and small children, Business traveler
Disliked: Amenities, property conditions & facilities
Under construction looks like people actually live there pool wasn’t clean there were signs posted throughout the outside warning visitors of theft
Stayed 2 nights in Feb 2024
Response from fd on Feb 24, 2024
Hello Ruben, Thank you for taking some time and leaving a review. We are sorry to hear about the issues that you experienced. We hope to be able to welcome you to a better stay next time around.

8/10 Good

Vanessa

Traveled with partner, Traveled with family
Liked: Staff & service
Disliked: Amenities, property conditions & facilities
Great customer service. Toilets definitely need some work.
Stayed 1 night in Feb 2024
Response from FD on Feb 21, 2024
Hello Vanessa, Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

10/10 Excellent

Jaime

Liked: Cleanliness, staff & service, property conditions & facilities
Wonderful customer service
Stayed 2 nights in Feb 2024
Response from fd on Feb 17, 2024
Hello Jaime, Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

4/10 Poor

carlos

Business traveler, Traveled with family
Disliked: Amenities
The Breakfast provided could be much better. There was no Cream Cheese for bagels and the butter was really bad because everyone puts their knife to get it. Staff members need to pay more attention to those details.
Stayed 1 night in Feb 2024
Response from fd on Feb 5, 2024
Hello, Carlos Thank you for taking the time to leave us a review. We apologize for not meeting your expectations during your stay. We are sorry to hear about the issues that you experienced.

8/10 Good

Javier

Liked: Cleanliness, staff & service, property conditions & facilities
The room was really nice and cozy.
Stayed 1 night in Jan 2024
Response from fd on Feb 2, 2024
Hello Javier Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

2/10 Terrible

Shawn

Disliked: Cleanliness, staff & service, property conditions & facilities
Under construction
Stayed 1 night in Jan 2024
Response from fd on Jan 31, 2024
Hello Shawn We apologize that we did not meet your expectations during your stay. We are sorry to hear about the issues that you experienced. In regards to the renovation we notify on all our website that our hotel is under renovation.We hope to have the opportunity to welcome you to our hotel again!

10/10 Excellent

Raj, Lake Villa

Liked: Cleanliness, property conditions & facilities
Disliked: Staff & service
I like the hotel, it looks like they are renovating it which is good. The rooms are nice and bathroom was super clean and only thing was that they didn't removed the mattress plastic cover so it was kind of annoying at night and the pillows were quite small. They also didn't have breakfast but it was mentioned online.
Stayed 4 nights in Jan 2024
Response from fd on Jan 29, 2024
Hello Raj Thank you for taking some time and leaving a review. We do serve continental breakfast right now. We really appreciate you staying with us and hopefully we see you back soon.

10/10 Excellent

Blanca

Stayed 1 night in Jan 2024
Response from fd on Feb 9, 2024
Hello Blanca, Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

6/10 Okay

Arlene

Liked: Cleanliness
Stayed 1 night in Dec 2023
Response from fd on Jan 8, 2024
Hello Arlene Thank you for taking some time and leaving a review. You didn't mention about any issue you face so we are not able to find out your problem while your stay, please inform us anything you don't like so we will fix that while your stay here with us. We are very sorry you did not have an enjoyable stay and we hope to be able to welcome you to a better stay next time around.

6/10 Okay

Zhen Fa

Traveled with family
Liked: Staff & service
TV no Signal. No one comes to fix after telling this problem.
Stayed 1 night in Dec 2023
Response from fd on Jan 4, 2024
Hello Thank you for taking some time and leaving a review. We apologize for not meeting your expectations during your stay. We are really sorry that you face issue with room light. We are booked up for weekend so we are not able to change the room.We hope to be able to welcome you to a better stay next time around.

4/10 Poor

Andrew

Disliked: Cleanliness, amenities, property conditions & facilities
I had a relative stay at this hotel, and this hotel was quite lovely once upon a time. But that was not the case in this time. I requested a room with two queen beds and upon arrival, I was told they don't have those types of rooms anymore. I was very disappointed and I also wasn't informed that the hotel is going through a renovation. The room was very dirty and run down as well. I called Expedia and they changed my hotel book into another property. I ended up going to the Ayres hotel by Lowe's. Wow Night and day difference.
Stayed 4 nights in Dec 2023
Response from fd on Dec 29, 2023
Hello Andrew, Thank you for taking some time and leaving a review. We are very sorry you did not have an enjoyable stay with us. Expedia made reservation for one bed in our system it shows for one bed we are not able to make any changes when it's from third party reservation. Next day morning we offer you different room but you informed us that expedia already book another hotel for you and that time our FD informed you the policy and you were agree with that.About renovation we notify on all website that hotel is under renovatio. Still we are sorry for that inconvenience and we hope to be able to welcome you to a better stay next time around.

2/10 Terrible

Ksenia, Glendale

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed 1 night in Dec 2023
Response from fd on Dec 29, 2023
Hello Ksenia Thank you for taking some time and leaving a review. You didn't mention about any issue you face so we are not able to find out your problem while your stay, please inform us anything you don't like so we will fix that while your stay here with us. We are very sorry you did not have an enjoyable stay and we hope to be able to welcome you to a better stay next time around.

2/10 Terrible

Linda

Stayed 2 nights in Dec 2023
Response from fd on Dec 29, 2023
Hello Linda Thank you for taking some time and leaving a review. You didn't mention about any issue you face so we are not able to find out your problem while your stay, please inform us anything you don't like so we will fix that while your stay here with us. We are very sorry you did not have an enjoyable stay and we hope to be able to welcome you to a better stay next time around.

2/10 Terrible

Janella

Stayed 2 nights in Dec 2023
Response from fd on Dec 29, 2023
Hello Janella,Thank you for taking some time and leaving a review. You didn't mention about any issue you face so we are not able to find out your problem while your stay, please inform us anything you don't like so we will fix that while your stay here with us. We are very sorry you did not have an enjoyable stay and we hope to be able to welcome you to a better stay next time around.

10/10 Excellent

Filiberto, Palmdale

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from fd on Jan 26, 2024
Hello Fliiberto Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

2/10 Terrible

Brian

Traveled with family
Disliked: Cleanliness, staff & service, property conditions & facilities, room comfort
BED BUGS JOINED OUR STAY
Terrible experience. The lady that helped checked me in was nice. The second lady sitting behind the counter saw me coming in and left to the back room. We found a BED BUG in the morning and went to tell the front desk lady and she said there is no Manager to attend to our complaint. She was very unprofessional dressed (tub top and pj bottoms).
Stayed 1 night in Dec 2023
Response from fd on Dec 29, 2023
Hello, Brian Thank you for taking the time to leave us a review. We apologize for not meeting your expectations during your stay. We are sorry to hear about the issues that you experienced. We are sorry for the BB we do have paste control people who take care of everything they removed all bed and furniture but they don't found anything no eggs also, sometime it came with some guest luggage, still we are sorry for that. For FD staff i checked she was not dressed up like that and that's the christmas day so we don't have GM on side. Still we apologize for any inconvenience this may have caused. We hope to have the opportunity to welcome you to our hotel again!

6/10 Okay

Keith

Traveled with family
They are remodeling so some things are nicer than others. My biggest gripe was no internet the entire stay, but there were other problems. The room smelled awful when we got there, and so did the hallway. They don't give you hand towels. The toaster in their really lame breakfast was broken. The tub didn't drain properly. Things like that. The location is great and the bed was super comfortable. This place has the bones to be a nice hotel, maybe when their remodel is complete
Stayed 1 night in Dec 2023
Response from FD on Dec 19, 2023
Hello Chad We apologize that we did not meet your expectations during your stay. We are sorry to hear about the issues that you experienced. We don't get any request from you regarding bathroom or room, we do have MM and FD to help our guest any time. Regarding wifi we are really sorry for that it happened only one time because of renovation and immediately we took care of that. we apologize for any inconvenience this may have caused. We hope to have the opportunity to welcome you to our hotel again!

4/10 Poor

RAJ

Disliked: Cleanliness
Nothing for breakfast
Stayed 1 night in Dec 2023
Response from fd on Dec 19, 2023
Hello Raj Thank you for taking some time and leaving a review. We do serve continetal breakfast which include all types of bagels,bread, four types of muffin, yogurt, cereal, oat meal, apple, juices, and coffee. If you have any more suggestions for us please let us know. Once again we are sorry for that and We hope to be able to welcome you to our hotel again!

6/10 Okay

Jesse

Stayed 1 night in Dec 2023
Response from FD on Dec 19, 2023
Hello JesseThank you for taking some time and leaving a review. You didn't mention about any issue you face so we are not able to find out your problem while your stay, please inform us anything you don't like so we will fix that while your stay here with us. We hope to be able to welcome you to a better stay next time around.

2/10 Terrible

DUANE

Business traveler, Traveled with partner
Disliked: Cleanliness, staff & service, property conditions & facilities
First room toilet broke,loud tv of resident living there [ next door ] 24 hrs aday. Change room quiet n clean we thought Bed Bugs pop up in the middle of the night. WE SLEPT SITTING UP ON THE COUCH. BROUGHT TO MANAGEMENT AND ALL WAS SAID SORRY THEY WILL TURN IT IN. I think we should recieve all our money back and was not offered anything by the desk people The bugs were shown to them. Breakfast was limited and workers handling food no gloves . No thongs people handleing food by hand. worker came in with dirty green gloves and started handling juice machine. One toaster didn't work Offered bread to make toast and no butter. IN the room no wash cloth,cups
Stayed 1 night in Dec 2023
Response from fd on Dec 19, 2023
Hello, Duane Thank you for taking the time to leave us a review. We apologize for not meeting your expectations during your stay. We are sorry to hear about the issues that you experienced. In regards to the room and property, we are currently undergoing renovations, but we do have maintenance and front desk staff always open to help out regarding any assistance you may need. For breaskfast our heade Hk came and she put breakfast and all our worker wear white gloves which is transpernt but we never touch food without gloves and who change juice and coffee she is our front deslk manager and she wear blue gloves and that was new not dirty. We know that you got problem but it's our request do not post wrong things which was not happen.Once again, we apologize for any inconvenience the renovations might have caused. We hope to have the opportunity to welcome you to our hotel again!

4/10 Poor

ixdan

Liked: Cleanliness
no internet
Stayed 2 nights in Dec 2023
Response from frontdesk (bm) on Dec 12, 2023
Hello ixdan,Thank you for taking some time and leaving a review. We apologize for the trouble with the internet.We are currently working to get that fixed with our service provider. We really appreciate you staying with us and we hope to see you back soon.

8/10 Good

Robert

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Are bathroom door squeak when you open it and closed it that was only problem with the room
Stayed 1 night in Dec 2023
Response from FD on Dec 11, 2023
Hello Robert Thank you for taking some time and leaving a review. We are sorry for the inconvenience. We really appreciate you staying with us and hopefully we see you back soon.

2/10 Terrible

Yocasta

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
This property does not deserve any stars. It is a dump. Filthy caroet, dirty bathroom, bathroom walls had hairs from previous client, toilet dirty all around it, rust all over the fixtures, bathroom floor dirty; nighstands and rest of furniture dirty and worn out, tv and wifi not working, smoke alarm went off in middle of night it scared me. My reservation was for 7 nights but I stayed one night only I felt unsafe and uncomfortable in that place. I think this place needs some serious cleaning and renovation if you want to call it a “hotel” because right now it is not worth to pay anything for a night.
Stayed 7 nights in Nov 2023
Response from FD on Dec 11, 2023
Hello Yocasta Thank you for taking some time and leaving a review. We apologize for not meeting your expectations during your stay. We offer you two different room but you decided not to stay and we told you at the check out time that your reservation is non refundable so we are not able to help you with that and you said it's ok i will talk to Expedia. Our hotel is under renovation right now we notify on all website so We hope to have the opportunity to welcome you to our hotel again!

8/10 Good

Judy

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 3 nights in Dec 2023
Response from FD on Dec 11, 2023
Hello Judy Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

6/10 Okay

Richard

Business traveler
Disliked: Property conditions & facilities
Stayed 4 nights in Nov 2023
Response from fd on Dec 5, 2023
Hello Richard Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

4/10 Poor

Stephanie

Disliked: Cleanliness, amenities, property conditions & facilities
The area is a little sketchy and property is hard to find . Parking isn’t great. There is no dining/ vending / or convenience store in property. It was extremely loud. Doors slamming all night. Random alarm went off around 1 am. The bed is uncomfortable, pillows are lousy. Blanket is paper thin. Would not recommend
Stayed 1 night in Dec 2023
Response from fd on Dec 5, 2023
Hello Stephanie Thank you for taking some time and leaving a review. We apologize for not meeting your expectations during your stay about the alarm. We are sorry to hear issues but we don't get any complained from you otherwise FD and MM is always ready to help our guest. We do have breakfast are and vending area in the lobby. We hope to have the opportunity to welcome you to our hotel again!

10/10 Excellent

Angela

Business traveler
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
I stay here often and always have a good experience.
Stayed 2 nights in Dec 2023
Response from fd on Dec 5, 2023
Hello Angela Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

10/10 Excellent

Anthony

Liked: Cleanliness, staff & service, property conditions & facilities
.
Stayed 1 night in Dec 2023
Response from fd on Dec 5, 2023
Hello Anthony Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

8/10 Good

Silvia

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Dec 2023
Response from fd on Dec 5, 2023
Hello Silvia Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

4/10 Poor

Corina

Traveled with group
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
It seemed really outdated and dirty. They are going through renovations so it gets a little loud. Also our fire alarm went off at like 3am. It was a fine stay. There wasn’t anything terrible, but I don’t think I’d stay there again.
Stayed 2 nights in Dec 2023
Response from fd on Dec 5, 2023
Hello Corina We apologize that we did not meet your expectations during your stay. We are sorry to hear about the issues that you experienced about fire alarm.We are working on it because of renovation it went off.We hope to have the opportunity to welcome you to our hotel again!

6/10 Okay

Verified traveler

Business traveler
Liked: Room comfort
Disliked: Cleanliness, property conditions & facilities
Remodel in progress?
Seems like they are remodeling the hotel while we were there this past weekend. Dust everywhere and loud noises in yhe early morning Saturday which woke us up. Rooms are cozy and simple. Pillows were soft and nice. Breakfast in morning was lame and coffee sucked. But it was cheap so all good.
Stayed 1 night in Dec 2023
Response from fd on Dec 5, 2023
Hello Guest Thank you for taking some time and leaving a review. We really appreciate you staying with us and hopefully we see you back soon.

4/10 Poor

Van, Elk Grove

Traveled with family
Disliked: Property conditions & facilities
Wifi did not work when we were there. I saw a little mouse by the breakfast area...yikes
Stayed 1 night in Nov 2023
Response from fd on Nov 30, 2023
Hello Van We apologize that we did not meet your expectations during your stay. We are staffed 24/7 to be able to assist our guest with any issues. After reviewing your reservation, I do not see any record of you reporting anything during your stay about mouse. And for the wifi it was slaw in when hotel was full and this amenity is free from the hotel and it's open wifi so sometime hotel got problem. Still we are sorry for that and We hope to be able to welcome you to our hotel again!

2/10 Terrible

Elizabeth

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The room hotel was very dirty. Their website said they are under construction so there might be noise but they lied. The rooms were very diry, they bed sheets had stain looked like blood and the pillows were stain yellow. I call front desk for clean sheets which they provided if i could get them and put them myself but they told me due to construction the rooms were like this. I had reserved 4 nights and only stayed 1 night due my me and my Family did not feel comfortable staying there. I had to cancel the other 3 nights but the Chino Hill hotel did not approve to wave the fee so i lost my money for the 3 night. This hotel lied and now i cant get a refund for the 3 nights i did not stay. I had to reserve another hotel to stay at during our vacation for the holiday . If you care staying in a clean room DO NOT STAY HERE, YOU WILL REGRET IT !!
Stayed 1 night in Nov 2023
Response from fd on Nov 29, 2023
Hello Elizabeth We apologize that we did not meet your expectations during your stay. We are sorry to hear about the issues that you experienced. You booked room from third party when you decide to leave at that time we informed you that your reservation is non refundable and they already charge your CC but you told us that's fine i will talk to them, we always tried to help our guest but we need to follow policy which is mention in reservation and all website gave you all details when you book room for any hotel.We hope to have the opportunity to welcome you to our hotel again!

2/10 Terrible

Elizabeth

Traveled with family and small children
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The room hotel was very dirty. Their website said they are under construction so there might be noise but they lied. The rooms were very diry, they bed sheets had stain looked like blood and the pillows were stain yellow. I call front desk for clean sheets which they provided if i could get them and put them myself but they told me due to construction the rooms were like this. I had reserved 4 nights and only stayed 1 night due my me and my Family did not feel comfortable staying there. I had to cancel the other 3 nights but the Chino Hill hotel did not approve to wave the fee so i lost my money for the 3 night. This hotel lied and now i cant get a refund for the 3 nights i did not stay. I had to reserve another hotel to stay at during our vacation for the holiday . If you care staying in a clean room DO NOT STAY HERE, YOU WILL REGRET IT !! I do not recommend
Stayed 2 nights in Nov 2023
Response from fd on Nov 29, 2023
Hello Elizabeth We apologize that we did not meet your expectations during your stay. We are sorry to hear about the issues that you experienced. You booked room from third party when you decide to leave at that time we informed you that your reservation is non refundable and they already charge your CC but you told us that's fine i will talk to them, we always tried to help our guest but we need to follow policy which is mention in reservation and all website gave you all details when you book room for any hotel.We hope to have the opportunity to welcome you to our hotel again

6/10 Okay

Chad

Liked: Staff & service
My room had a missing peice to the bathtub the overflow cap my bathroom smelled like ciggerette smoke one night the fire alarm chirped every night i was there and got woken up by it all 3 nights
Stayed 3 nights in Nov 2023
Response from fd on Nov 28, 2023
Hello Chad We apologize that we did not meet your expectations during your stay. We are sorry to hear about the issues that you experienced. We don't get any request from you regarding bathroom, we do have MM and FD to help our guest any time. Regarding fire alarm it happened only one time because of renovation and immediately we took care of that. we apologize for any inconvenience this may have caused. We hope to have the opportunity to welcome you to our hotel again!

2/10 Terrible

anthony

Traveled with partner
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Room was a disaster, curtains torn,stains on floor and walls. Bathroom was just awful.Trash was overflowing at the main entrance.I booked this for my wedding day and we didnt even stay there. We ending up booking a room at the Ayres Hotel in Chino hills within 15 minutes of checking in. The pictures on the website DO NOT MATCH WHAT IS IN PERSON! WOULD NEVER RECOMMEND THIS HOTEL TOO ANYONE!!!! WORST EXPERIENCE AT A HOTEL IVE EVER HAD!!!!!
Stayed 1 night in Nov 2023
Response from fd on Nov 28, 2023
Hello Ana We apologize that we did not meet your expectations during your stay. We are sorry to hear about the issues that you experienced. We don't get any complained from you while your stay we do have FD available 24/7 to help our guest if you don't like room we are always ready to change it.we apologize for any inconvenience this may have caused. We hope to have the opportunity to welcome you to our hotel again!

2/10 Terrible

Elizabeth

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The hotel room was very dirty. I came out of state with my family and have never stayed here before. The room was not cleaned, the bed sheets were had stained like it was blood. The pillows were stain yellow and my Family didnot feel comfortable here. I had to call front desk for cleaned sheets for my two beds , they did provide it but i had to go downstairs to pick them up and put them myself. They told me due to they renovating the hotel the room was like that. I understand what is renovating but the hotel website was implying construction noise not cleanliness. How is renovating affecting the room to be cleaned. I had 4 night reserved but after staying one night i had to cancel. Now the Chino Hill Hotel has denied approval to wave the cancelation fee. So i lost my money for 3 nights . Their website is a lie, please dont stay here !! Its a very low quality hotel even tho its in Chino Hill . I had to reserve somewhere else cleaner and my family felt a lot better during our holiday vacation
Stayed 1 night in Nov 2023
Response from fd on Nov 28, 2023
Hello Elizabeth We apologize that we did not meet your expectations during your stay. We are sorry to hear about the issues that you experienced.You checked in late so that time our HK is not available and FD staff are not allow to leave FD for security reason if our HK staff is available we always provide everything in room what guest need. Next day you came at FD for your refund we told you to call third party we don't get any call or email from them om same day we got an email on 24th so informed our GM to take care of it but it was weekend so it will take time to solve it. we apologize for any inconvenience this may have caused. We hope to have the opportunity to welcome you to our hotel again!

2/10 Terrible

Vinay, san jose

Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
The whole property was going through a major renovation in all the floors and was dirty. The swimming pool was unclean and the wall on one side was completely open to parking lot. The breakfast wss terrible with very few items
Stayed 1 night in Nov 2023
Response from FD on Nov 26, 2023
Hello, Vinay Thank you for taking the time to leave us a review. We apologize for not meeting your expectations during your stay. We are sorry to hear about the issues that you experienced in regards to the storage units near the parking lot. In regards to the property, and we have staff coming to clean not only the pool but the property as well and we are also currently undergoing renovations, but we do have maintenance and front desk staff always open to help out regarding any assistance you may need. Once again, we apologize for any inconvenience the renovations might have caused. We hope to have the opportunity to welcome you to our hotel again!

6/10 Okay

Suszan

Night Receptionist was rude, unprofessional and they lock the doors after hours so you have to go around the back to get in. There’s not enough spaces to park. Had to park in dirt lot they are using for construction. The price was way over rated for this hotel.
Stayed 2 nights in Nov 2023
Response from fd on Nov 24, 2023
Hello, Suszan Thank you for taking the time to leave us a review. We apologize for not meeting your expectations during your stay. We locked the door for your and other guest safety and we notified all information on the main door for your convenience. We mention in all our booking website that hotel is under renovation that's why we have container in parking lot but we clean our parking twice a day to make sure everything is fine. For price it was really good price you got for weekend. Once again, we apologize for any inconvenience this may have caused. We hope to have the opportunity to welcome you to our hotel again!

4/10 Poor

Kiran

Traveled with family and small children, Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
TV was not working Gym was closed Pool was dirty Breakfast was not good Took deposit with no reasons
Stayed 2 nights in Nov 2023
Response from fd on Nov 24, 2023
Hello KiranThank you for taking some time and leaving a review. We apologize for not meeting your expectations during your stay. We are sorry to hear issues about the Tv but we don't get any complained from you otherwise FD and MM is always ready to help our guest, for Gym we notified on our website that we under renovation so it's close. We serve continental breakfast it include 3 type of muffin, 4 type of cheese danish, 3 type of bagel, 2 type of bread, apple, oatmeal,3 type of cereals, 3 type of juice,milk, coffee and apple it's good breakfast to start your day. We hold deposit for damages, smoke or pet not for pool, breakfast or gym this facilities are totally free from hotel. We really appreciate you staying with us and hopefully we see you back soon.