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“Great hotel but could have better service”

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Holiday Inn Ontario Airport
Ranked #13 of 42 Hotels in Ontario
San Francisco, California
Level 2 Contributor
4 reviews
common_n_hotel_reviews_1bd8 4 helpful votes
“Great hotel but could have better service”
Reviewed 17 April 2014

Stayed here one night pretty much just to sleep in order to hit the race track the next morning. The hotel is very nice and modern, clean and new. The room was big, and had microwave, fridge, nice toiletries, etc. The bar and restaurant looked really nice and too bad we only stayed one night and didn't get a chance to everything on the ground. I would stay again.

One issue I had was I prepaid for a king room, and when I got to the room, it was a two double. It's not a big deal but if I prepaid, I expect to get the room I reserved. And if it is not the room I reserved, I expect the front desk to tell me while I check in (and perhaps offer something on the house) and not after I've lugged my suitcase upstairs and down the hall to the last room.

Room Tip: Hallway corridor is long, ask for something in the middle to balance noise and less walking.
See more room tips
  • Stayed April 2014, travelled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank JKchi17agirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shari H, General Manager at Holiday Inn Ontario Airport, responded to this review, 18 April 2014
Dear JKchi17agirl,
Thank you for your review. Through these reviews online we are making strides to provide our guests with the highest of quality service. We do apologize for not having the room type that you reserved available and that you were not told at check in.
We are extremely pleased that you found our hotel to be nice, modern clean and new. We hope that you will stay with us again to experience our restaurant and bar.

Sincerely,
Shari Hurley
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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245 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveller tips help you choose the right room.   Room tips (50)
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English first
Key Largo, Florida
Level 5 Contributor
74 reviews
22 hotel reviews
common_n_hotel_reviews_1bd8 48 helpful votes
Reviewed 4 April 2014 via mobile

Very nice hotel too stay at while in Ontario. The employees are very friendly helping you with what ever you need. The bed was very comfortable and the room clean and cozy. I would stay here again and the price was excellent. There are a few restaurants nearby and a 24 hour Dennys. I would recommend this hotel.

Stayed April 2014
Helpful?
Thank clkaka
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shari H, Manager at Holiday Inn Ontario Airport, responded to this review, 4 April 2014
Dear clkaka,
Thank you so much for your fantastic review of our hotel and staff. We are extremely happy that you found our employees to be friendly and helpful, our beds comfortable and the room clean and cozy.
We would love to see you again!
Sincerely.
Shari Hurley
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Chandler, Arizona
Level 2 Contributor
8 reviews
Reviewed 31 March 2014 via mobile

The place was nice and comfortable. Our bed and bathroom were very clean. The staff was nice and accommodating as well. I was kind of bummed that there was not a complimentary breakfast for the price we payed for the room. Also, the person on the floor above us was up all night stomping and stomping around the room. I have no idea what that was about but all 3 nights we stayed there we could hear the stomping late into the night and as early as 6am. Other than that I was pretty happy with our stay.

Stayed March 2014, travelled with family
Helpful?
Thank CudaJay
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shari H, Manager at Holiday Inn Ontario Airport, responded to this review, 4 April 2014
Dear CudaJay,
Thank you for your wonderful review. We are so happy that you found our hotel to be clean and comfortable and your bed and bathroom very clean. We do apologize for not having a complimentary breakfast, we are a full service hotel with a full service restaurant, we also offer packages that include breakfast. We are also sorry that the person above you stayed up stomping around all 3 nights.
We hope to see you again should your travels bring you to Ontario.
Sincerely,
Shari Hurley
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Missouri City, Texas
Level 4 Contributor
28 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 11 helpful votes
Reviewed 29 March 2014 via mobile

The hotel's grounds and lobby very well maintained.
The hotel's staff was helpful and pleasant.
The on site restaurant was excellent especially the service.
The room was clean, all supplies were available in bathroom with good water pressure in shower. The room had a nice flat screen TV, very comfortable bed.
The hotel is located very close to airport,Hwy-10/15 shopping and restaurants.
I would recommend hotel for business or family trips.

Stayed March 2014, travelled on business
Helpful?
Thank trvlzom62
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shari H, Manager at Holiday Inn Ontario Airport, responded to this review, 4 April 2014
Dear trvlzom62,

Thank you for your wonderful review. The staff always appreciates when guests take the time to write a review. We are extremely pleased that you found our grounds and lobby to be well maintained, our staff to be pleasant and helpful and our onsite restaurant to be excellent. We are also very happy that you found everything you needed, our water pressure to be good, our tv's were nice and our beds comfortable.
We hope that we see you again soon.
Sincerely,
Shari Hurley
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Naperville, Illinois
Level 5 Contributor
78 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
Reviewed 19 March 2014 via mobile

The location is the downfall to this hotel. You can't get to the 10 west without a lot of twists and turns. It's a very modern hotel with up to date amenities. They have a lovely pool area behind the hotel. The biggest perk to the hotel is Viet the bartender and Jose the bar back. Two great people to work with who will make sure your fed and happy. Plus, they are really good bouncers if a customer becomes unruly. The rooms are modern and the beds are comfortable.

Stayed March 2014, travelled on business
Helpful?
Thank bigdaddycool492
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shari H, General Manager at Holiday Inn Ontario Airport, responded to this review, 27 March 2014
Dear biddaddycool492,

Thank you for your wonderful review of our hotel, bartender and barback. We are extremely pleased that you enjoyed our bar with Viet and Jose, they are great assets to our hotel. We apologize for the inconvenience that you experienced going on the 10 West. There are several on ramps not to far from our hotel.

We hope to see you again.
Sincerely
Shari Hurley
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Los Angeles, California
Level 6 Contributor
103 reviews
24 hotel reviews
common_n_hotel_reviews_1bd8 47 helpful votes
Reviewed 2 March 2014 via mobile

Awesome suites, great view, very private. The food was excellent. The bed was so fluffy!!:) big suite!! Breakfast was complimentary They gave us VIP parking with our nameRed carpet treatment! I recommend this individual getaways, families and gatherings.

Stayed April 2013, travelled with friends
Helpful?
Thank Debkal4nia
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shari H, General Manager at Holiday Inn Ontario Airport, responded to this review, 27 March 2014
Dear Debkal4nia,

Thank you for your fantastic review. It makes us so happy that you felt you received Red Carpet treatment. We are pleased that you enjoyed our suite with the big fluffy bed, breakfast that came with your room and VIP Parking.

We hope to see you again soon.
Sincerely,
Shari Hurley
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 6 Contributor
205 reviews
48 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
Reviewed 22 February 2014 via mobile

It was good. Shuttle was convenient and prompt. Room was clean and in good shape. Staff was fairly good. A little rough T first but we got it all worked out.

Restaurant was good for breakfast. Viet at the bar was great. Drinks that I had were a little flat, but Viet made you forget about it with the great attitude.

Stayed February 2014, travelled on business
Helpful?
Thank Dan C
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Shari H, General Manager at Holiday Inn Ontario Airport, responded to this review, 27 March 2014
Dear TheGapper,

Thank you for your review of our hotel. We are extremely pleased that your room was clean, in good shape and that you enjoyed the bar with our bartender Viet. We apologize that your stay started out a little rough and that you found our staff to be fairly good.

Through these reviews online we are making strides to provide our guests with the highest of quality service.

We hope to see you again should your travels bring you to Ontario.
Sincerely,
Shari Hurley
Hotel Manager
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Additional Information about Holiday Inn Ontario Airport

Property: Holiday Inn Ontario Airport
Address: 2155 E Convention Center Way, Ontario, CA 91764-4452
Phone Number:
Region: United States > California > Ontario
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Restaurant Room Service Shuttle Bus service Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#10 Business Hotel in Ontario
Price Range (Based on Average Rates): ££
Hotel Class:3 star — Holiday Inn Ontario Airport 3*
Number of rooms: 180
Official Description (provided by the hotel):
Welcome to the Holiday Inn Ontario Airport, CA. Our new, four-story hotel is conveniently located less than one mile from Ontario International Airport, one block from the Ontario Convention Center, and 35 miles from Los Angeles. Major Southern California freeways are easily accessible from Holiday Inn Ontario Airport for easy access to other area destinations and attractions.Relax in California style at Holiday Inn Ontario Airport, where everything sparkles new. The hotel offers 180 attractive guest rooms, including seven spacious suites. All rooms come appointed with modern furnishings, complimentary high-speed wireless Internet access, 32-inch flat-screen TVs and premium channels, and other thoughtful amenities at your convenience. A fresh non-smoking policy adds to your comfort.Whether visiting California for business or vacation, Holiday Inn Ontario Airport is the perfect place to hang your hat. Our full-service hotel offers a complete list of services and amenities to fit your traveling lifestyle. In town for business? Holiday Inn Ontario Airport offers meeting space, a business center, and complimentary wireless Internet access. Traveling with the kids? Our outdoor swimming pool guarantees hours of fun. Feeling hungry? Order room service, or enjoy breakfast, lunch or dinner in Landings Restaurant. Also, be sure to take advantage of complimentary shuttle service to and from LA/Ontario International Airport.Come, stay, and Relax, It s Holiday Inn. ... more   less 
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Also Known As:
Holiday Inn Ontario Airport Hotel Ontario
Ontario Holiday Inn

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