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Reviews of SureStay Hotel by Best Western Ontario Airport

2.5 out of 5
SureStay Hotel by Best Western Ontario Airport
3201 East Centrelake Drive, Ontario, CA

Reviews

8.4

Very Good

Rating 10 - Excellent. 511 out of 1002 reviews" "
Rating 8 - Good. 262 out of 1002 reviews" "
Rating 6 - Okay. 113 out of 1002 reviews" "
Rating 4 - Poor. 70 out of 1002 reviews" "
Rating 2 - Terrible. 46 out of 1002 reviews" "

8.6/10

Cleanliness

9.0/10

Staff & service

8.0/10

Amenities

8.2/10

Property conditions & facilities

8.2/10

Eco-friendliness

Reviews

10/10 Excellent

Roger

Liked: Cleanliness, staff & service, property conditions & facilities
Location is great
Stayed 1 night in May 2024

2/10 Terrible

Rita

Traveled with partner
Liked: Staff & service
Disliked: Cleanliness, amenities, property conditions & facilities
Including breakfast is a joke! Literally only toast and oatmeal only and no coffee. You have to go to the lobby for the coffee. The front desk was super nice. The room was ok it is small. But if you are booking because it includes breakfast don’t book here.
Stayed 1 night in May 2024
Response from Lupe on May 22, 2024
We are very sorry you experienced this during your stay. Thank you for letting us know where we lacked, we will work hard to fix the issues

8/10 Good

Jesus Vicente Coronado

Liked: Cleanliness, staff & service, property conditions & facilities
Very nice
Stayed 4 nights in May 2024

10/10 Excellent

Magesh

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Excellent… value for money
Stayed 1 night in May 2024

10/10 Excellent

Rick, Irvine

Traveled with family and small children
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Stayed at this property for 2 weeks and was very impressed with staff at this hotel. Darryl checked us in and he was fantastic! He had such a lovely personality and Surestay is lucky to have him. All of the staff were great, we never had a bad experience. We would definitely stay again!
Stayed 8 nights in Apr 2024

4/10 Poor

Andrea

Business traveler, Traveled with partner
Disliked: Cleanliness, property conditions & facilities
I was given a room with a very loud mini fridge. The noise from the freeway was also very annoying Overall I was unable to get any rest whatsoever. Recommend replacing the old fashioned refrigerator and better breakfast 🍳.
Stayed 2 nights in May 2024
Response from Lupe on May 14, 2024
We are very sorry you experienced this while staying with us. We will work hard to fix these issues and we do thank you for letting us know

10/10 Excellent

LeAnne, Indio

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Wonderful gentleman checking us in. Elevator, not stairs.
Stayed 1 night in May 2024

10/10 Excellent

JOHN

Disliked: Cleanliness
Stayed 1 night in May 2024

10/10 Excellent

Alberto

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I read other reviews about the noise but I didn’t hear the traffic. It was nice, quiet, and the breakfast was great. Would stay here again if necessary.
Stayed 2 nights in May 2024

8/10 Good

Joseph

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
Everything went well for our stay at the hotel. We were unaware that hotels in California are still not making up the rooms but once every three days. When we requested service on our room, we found that they do not have housekeeping service daily and we were only getting service on one of the four days we stayed. This lack of room service causes us to have to haul our own trash to the dumpster which was on the other side of the hotel. We also had to bother the front desk for clean towels on the first day as we had left them on the floor in the bathroom. Not a real problem, but it would have been better if on check in we were told about the lack of housekeeping service. The pandemic is over. Hire more staff and bring back the nice and clean feeling left by having housekeeping daily.
Stayed 3 nights in Apr 2024

6/10 Okay

Yi

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 2 nights in Apr 2024

10/10 Excellent

Maria

Traveled with partner
Liked: Cleanliness, amenities, property conditions & facilities
:/
Stayed 1 night in Apr 2024

10/10 Excellent

MARIO

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice the staff was great and very helpful
Stayed 1 night in Apr 2024

8/10 Good

Chanelle

Traveled with family
Good
Stayed 2 nights in Apr 2024

4/10 Poor

Todd

Disliked: Staff & service, property conditions & facilities
A lot of shady people in the parking lots. Room smelled of marijuana.
Stayed 3 nights in Apr 2024
Response from lupe on Apr 22, 2024
We are very sorry you experienced this during your stay at our property. Thank you for letting us know the areas we need to work on. We will work hard to fix these issues.

8/10 Good

Megumi

Business traveler, Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The front desk person is nice
Stayed 1 night in Apr 2024

8/10 Good

Lori

Stayed 1 night in Feb 2024

8/10 Good

Brad

Liked: Cleanliness, staff & service, property conditions & facilities
Good bed, clean facility with courteous staff.
Stayed 1 night in Apr 2024

10/10 Excellent

Ash

Stayed 1 night in Apr 2024

10/10 Excellent

Charles

Liked: Cleanliness, staff & service, amenities, property conditions & facilities
On a trip with appointments/meetings around the Ontario and La Verne areas, this proved an outstanding choice as a hub. Convenient to transportation (freeways, Ontario airport, main local arteries), shopping and a wide variety of eating establishments. Room was quiet, clean and comfortable. Service both at the desk and for room cleaning/upkeep was professional and courteous.
Stayed 3 nights in Apr 2024

10/10 Excellent

Mauricio

Traveled with partner
Liked: Amenities
Very clean, AC and heating was good
Stayed 1 night in Apr 2024

4/10 Poor

Jesse

Stayed 1 night in Apr 2024
Response from Lupe on Apr 29, 2024
Thank you for letting us know where we lacked. We will work hard to fix the issue

4/10 Poor

Zan

Disliked: Staff & service, property conditions & facilities
Deceptive pictures in the advertising of the building and amenities.
Stayed 1 night in Apr 2024
Response from lupe on Apr 8, 2024
We are very sorry we did not meet your expectations. We thank you for letting us know what we needed to work on

4/10 Poor

Amy, Wilsonville

Traveled with family
Disliked: Cleanliness, staff & service, amenities, property conditions & facilities
Very loud- road noise. Was cleanish but didn’t smell great. They do not have an airport shuttle which surprised us. My mistake. Just assumed airport hotels had that.
Stayed 1 night in Apr 2024
Response from lupe on Apr 3, 2024
We are very sorry you experienced this during your stay. Thank you for letting us know what we need to work on. We will work hard to fix these issues

6/10 Okay

Maya

Traveled with family
Disliked: Staff & service
I book for 3, 2 adults and 1kid but only have one towel, what a poor service.
Stayed 1 night in Mar 2024

8/10 Good

Christina

Liked: Staff & service, property conditions & facilities
Stayed 2 nights in Mar 2024

10/10 Excellent

Elvis

Stayed 1 night in Mar 2024

8/10 Good

Gerardo

Traveled with family
Liked: Cleanliness, staff & service, amenities
Excellent for late night arrival to Ontario airport
Stayed 1 night in Mar 2024

8/10 Good

Praveen

Liked: Cleanliness
Elevator is too old very scary
Stayed 1 night in Mar 2024

10/10 Excellent

sally

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Staff was great
Stayed 2 nights in Feb 2024

10/10 Excellent

Michelle, Vacaville

Liked: Cleanliness, staff & service, property conditions & facilities
Stayed 1 night in Feb 2024

2/10 Terrible

Adrian

Traveled with partner
Disliked: Cleanliness, property conditions & facilities
This hotel needs a lot of work and upkeep. Driving up the hotel looks nice from a distance until you get closer. Most of the room doors are damaged or dented badly. Our first room the shower handle was not working so we had to move to a difference room which sucked since we hard to repack and move upstairs. At night most of the lighting around the building were not working properly. The lights outside were room were flickering like something from a horror movie. The ac vents had dust and from looks of it mole. I dont plan to return to this location.
Response from lupe on Feb 19, 2024
We are very sorry we did not meet your expectations, but do thank you for letting us know the areas we need to work on

8/10 Good

Robert

Traveled with family
Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Great Stay
Great place to stay. Would be a 5 *, but the fire alarm woke us up at midnight.
Stayed 1 night in Feb 2024

8/10 Good

Alvenesia

Stayed 3 nights in Feb 2024

10/10 Excellent

Sir Darwin

Liked: Cleanliness, staff & service, property conditions & facilities
The staff very friendly, bathroom clean!
Stayed 1 night in Jan 2024

6/10 Okay

Mariia

Traveled with family
Liked: Cleanliness, staff & service
Noisy air conditioning and very limited food choice on breakfast
Stayed 2 nights in Feb 2024

6/10 Okay

Staci

Liked: Staff & service
Stayed 1 night in Feb 2024

10/10 Excellent

giovanna

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Second time staying here and Property was great. Plenty of parking, complementary breakfast was good, staff was very nice and helpful.

10/10 Excellent

FERDINAND M.

Liked: Cleanliness, staff & service, property conditions & facilities
We enjoyed our stay, and we would recommend this place to all our friends and business partners. The staff was nice and helpful.
Stayed 3 nights in Jan 2024

10/10 Excellent

Ralph

Traveled with partner
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The staff were amazing a Gentalmen called Darrell outstanding customer service and the woman that did the Breakfast her name is Barbara she is so amazing helped make sure everyone had what they needed
Stayed 3 nights in Jan 2024

10/10 Excellent

Ester

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
The location so close to the airport and car rental was great. We only spent one night, but it was very nice. Breakfast options were good.
Stayed 1 night in Jan 2024

6/10 Okay

Verified traveler

Liked: Cleanliness, property conditions & facilities
Very nice staff; good location; didn't work for me
The hotel was nice. It was clean and seemed well-kept. Upon check-in, I was given a sheet that said "housekeeping service are(sic) currently modified". What I was not told was that there would be NO housekeeping service. I'm guessing that if you want your room cleaned, you have to request it. Located sort of between the airport and a freeway, you might think it would be noisy, but I never heard a plane overhead or the freeway traffic. Instead, the climate control unit in the room was so loud that it often woke me up at night, and drowned out the TV. The breakfast was okay - oatmeal, granola bars, english muffins, toast, fruit and some cold cereals. One day there was yogurt, but never again. They were responsive to the one problem I pointed out. Overall, it wasn't a bad stay, but the extremely noisy climate control unit was a deal breaker for me. I won't stay there again.
Stayed 7 nights in Jan 2024

10/10 Excellent

Melissa

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
I stay here 2-3 times out of the month. Great stay, friendly staff :)
Stayed 1 night in Jan 2024

10/10 Excellent

Jorge

Liked: Cleanliness, staff & service, property conditions & facilities, room comfort
Stayed 2 nights in Jan 2024

6/10 Okay

Patrick

Business traveler
Disliked: Amenities
Rooms were dated. Staff was less than pleasant.
Stayed 2 nights in Jan 2024

8/10 Good

Maria

Stayed 2 nights in Jan 2024

10/10 Excellent

Janet

Liked: Cleanliness, staff & service, property conditions & facilities
Nice accomodations
Stayed 1 night in Jan 2024

4/10 Poor

Kathleen

Liked: Staff & service, property conditions & facilities
Rm 201 air condition/heater was like someone starting up a truck right next to my head every 10 minute, maybe 2 hours sleep, planes shake the room till midnight
Stayed 1 night in Jan 2024
Response from Lupe on Jan 23, 2024
We are very sorry you experienced this during your stay. Thank you for letting us know, we will get the unit fixed.

10/10 Excellent

Maria

Traveled with family
Liked: Cleanliness, staff & service, amenities, property conditions & facilities
Nice and quiet, staff was friendly. If i had to complain about something it would be the fan/heater/ac unit was loud. Other than place was great. Clean dining area as well, and a variety of things to enjoy for breakfast
Stayed 1 night in Jan 2024

8/10 Good

Karen

Traveled with family and small children
Liked: Amenities, property conditions & facilities
Stayed 4 nights in Jan 2024