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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. 531 out of 1000 reviews" "
Rating 8 - Good. 196 out of 1000 reviews" "
Rating 6 - Okay. 101 out of 1000 reviews" "
Rating 4 - Poor. 86 out of 1000 reviews" "
Rating 2 - Terrible. 86 out of 1000 reviews" "

8.4/10

Cleanliness

8.2/10

Staff & service

7.8/10

Amenities

8.2/10

Property conditions & facilities

8.0/10

Eco-friendliness

Reviews

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 Apr 9, 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.

10/10 Excellent

Pete

Business traveler
Liked: Property conditions & facilities
Very clean and like new property
Stayed 5 nights in Apr 2024
Response from Viviana on Apr 7, 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 Apr 7, 2024
Thank you for the great feedback, Alicia! We look forward to welcoming you back soon!

10/10 Excellent

Cassandra

Business traveler, Traveled with family
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 Apr 6, 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 Apr 6, 2024
Thank you for the great feedback, Mary! We look forward to welcoming you back soon!

2/10 Terrible

Tijanna, Murrieta

Traveled with family and small children, Traveled with family
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 Mar 23, 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

Traveled 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 Mar 23, 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

Traveled 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 Mar 7, 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 Mar 7, 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 traveler, Traveled with partner
Liked: Property conditions & facilities
Excellent customer service
Stayed 1 night in Feb 2024
Response from Viviana on Mar 7, 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 Mar 7, 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

Traveled with group, Traveled with family
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 Mar 7, 2024
Thank you for the great feedback, Sabrina! We look forward to welcoming you back soon!

6/10 Okay

Erin

Traveled 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 Feb 24, 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

Traveled 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 Feb 24, 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

Traveled 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 Feb 24, 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

Jayson

Stayed 1 night in Jan 2024
Response from Viviana on Feb 16, 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 Jan 28, 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

Traveled with pets, Traveled with family
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 Jan 28, 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 Jan 28, 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 Jan 28, 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 Jan 28, 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 Jan 28, 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 Dec 9, 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 Dec 9, 2023
Thank you for your feedback, Virginia! We look forward to welcoming you back soon!

4/10 Poor

Daniel

Traveled 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 Dec 4, 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

Traveled 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 Dec 4, 2023
Thank you for the great feedback, Soni. We look forward to welcoming you back soon.

8/10 Good

Scott

Business traveler
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 Nov 22, 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 Nov 22, 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 Nov 22, 2023
Thank you for your great feedback, Norma! We look forward to welcoming you back.

8/10 Good

Verified traveler

Liked: Cleanliness, staff & service, room comfort
Stayed 1 night in Nov 2023
Response from Viviana on Nov 18, 2023
Thank you for your review.

10/10 Excellent

JoAnne

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The room was well appointed and comfortable.
Stayed 1 night in Nov 2023
Response from Viviana on Nov 18, 2023
Thank you for your great feedback, JoAnne! We look forward to welcoming you back in the near future.

8/10 Good

ANGEL

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
No coffee
Stayed 1 night in Nov 2023
Response from Viviana on Nov 18, 2023
Thank you for your feedback, Angel. We apologize you did not have coffee. We hope you give us a second chance in the future.

8/10 Good

Jay

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
We enjoyed our stay at ES, although the breakfast was mediocre at best. Also late check out is now $25/hr, which is a non-starter. Other than that we enjoyed our stay. Nice flat screens in two rooms. Nice view of the mountains from the 6th floor. Bathrooms are spacious and clean. Ontario Mills mall is 6 min away. All good.
Stayed 2 nights in Nov 2023
Response from Viviana on Nov 14, 2023
Thank you for your feedback, Jay. We look forward to welcoming you back in the near future

2/10 Terrible

Stephanie

Traveled with family
Liked: Cleanliness
Disliked: Staff & service, property conditions & facilities, room comfort
Do not stay here
I am disappointed that this location is associated with the Embassy name. I booked the 1 bedroom suite with a sofa bed intentionally for my kids to have the option of staying with us on the pull out bed. There was 1 extra pillow but no linen so I called down and was told they had NO EXTRA LINEN! How does a hotel not have enough linen for the number of people the room advertises it accommodates?!
Stayed 1 night in Nov 2023
Response from Viviana on Nov 14, 2023
Thank you for your feedback, Stephanie. We apologize for the inconvenience and hope you'll give us a second chance in the future.

10/10 Excellent

Rina

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Nov 2023
Response from Viviana on Nov 14, 2023
Thank you for the 10 out of 10, Rina!

8/10 Good

Yessica M

Traveled with family
Liked: Cleanliness, staff & service
Disliked: Property conditions & facilities
The hotel needs to be remodeled. Furniture and restroom needs updates. Staff was great. Loved breakfast and the complimentary drinks and light snacks.
Stayed 3 nights in Nov 2023
Response from Viviana on Nov 14, 2023
Thank you for your feedback, Yessica. We are pleased to announce that the hotel will be undergoing a renovation next year! We are so glad to hear you enjoyed our amenities and had a pleasant experience with our team.

4/10 Poor

Terry

Traveled with partner
Liked: Cleanliness
Disliked: Property conditions & facilities
The rooms were out dated. We were put in a handicap room with poor water pressure, poor lighting and a hard bed
Stayed 1 night in Oct 2023
Response from Viviana on Nov 3, 2023
Thank you for your feedback, Terry. We are pleased to announce that the hotel will be undergoing a renovation next year and we hope you'll give us a second chance in the future.

6/10 Okay

Albert

Liked: Staff & service, amenities, property conditions & facilities
This hotel was nice, however, there were a couple of things that were unsatisfactory. Toilet seat was dirty when we arrived. We had to clean it. Contacted the front desk. They were very apologetic. There was a loose fitting on the handicap handle. The sink drain stopper wasn’t able to be lifted. The basin filled with water and slow to drain. Water in the toilet was hot. Unusual.
Stayed 3 nights in Oct 2023
Response from Viviana on Nov 3, 2023
Thank you for your feedback, Albert. Our maintenance team has been notified to take of these issues. We hope you'll give us a second chance in the future.

4/10 Poor

Gil

Stayed 1 night in Oct 2023
Response from Viviana on Oct 28, 2023
Thank you for your feedback, Gil. We look forward to welcoming back you in the near future.

4/10 Poor

MARIA ISABEL

Traveled with group
Liked: Cleanliness, property conditions & facilities, room comfort
Disliked: Staff & service
Stayed 1 night in Oct 2023
Response from frontdesk agent on Oct 24, 2023
We are so sorry your stat was not up to your standards please reach out to the hotel to discuss.

10/10 Excellent

Deonna

Traveled with group
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Oct 2023
Response from Viviana on Oct 16, 2023
Thank you for your feedback, Deonna! We look forward to welcoming you back in the near future )

10/10 Excellent

Rebecca

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Would definitely stay again
It was very comfortable. Room service was amazing. Pool was fun.
Stayed 1 night in Oct 2023
Response from Viviana on Oct 15, 2023
Thank you so much for your feedback, Rebecca. We look forward to welcoming you back in the near future.

2/10 Terrible

Ramon

Traveled with family and small children
Disliked: Amenities
Staff was rude and youg lady was too busy on her phone to care about what I thought Also $200 deposit is ridiculous! Ice machine didn’t work and because I was upset about deposit they put me right by the main entrance and by the elevators so I could hear everything and unable to get a good night sleep! I could say more but I will leave it at that!
Stayed 1 night in Oct 2023
Response from Viviana on Oct 8, 2023
Thank you for your feedback, Ramon. We will investigate and fix the issues you experienced. We hope you give us a second chance in the future.

10/10 Excellent

Christina

Traveled with family and small children, Traveled with partner, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Everything was superior would definitely stay again. Breakfast was very good.
Stayed 1 night in Sep 2023
Response from Viviana on Oct 8, 2023
Thank you so much for your great feedback, Christina! We look forward to welcoming you back.

6/10 Okay

Laura

Stayed 1 night in Sep 2023
Response from Viviana on Oct 1, 2023
Thank you for your feedback, Laura. We hope your next stay is a 10/10

8/10 Good

Jeremy

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Good stay
Stayed 3 nights in Sep 2023
Response from Viviana on Sep 26, 2023
Thank you for your feedback, Jeremy. We look forward to welcoming you back in the near future )

10/10 Excellent

Erika

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 1 night in Sep 2023
Response from Viviana on Sep 15, 2023
Thank you for your great feedback, Erika! We look forward to welcoming you back in the near future.

10/10 Excellent

Jorge

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Sep 2023
Response from Viviana on Sep 15, 2023
Thank you for your great feedback, Jorge! We look forward to welcoming you back in the near future.

10/10 Excellent

Tamiano

Liked: Cleanliness, staff & service, property conditions & facilities
Great stay
Stayed 1 night in Sep 2023
Response from Viviana on Sep 15, 2023
Thank you for your great feedback, Crystal! We look forward to welcoming you back in the near future.

10/10 Excellent

Jorge

Liked: Staff & service, amenities, property conditions & facilities
Everything was great
Stayed 1 night in Sep 2023
Response from Viviana on Sep 11, 2023
Thank you for your great feedback, Jorge. We look forward to welcoming you back in the near future.