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“Very disappointing experience”

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DoubleTree by Hilton Hotel Ontario Airport
Ranked #7 of 42 Hotels in Ontario
Healdsburg, United States
Level 1 Contributor
1 review
“Very disappointing experience”
Reviewed 19 February 2014

This hotel is very run down and badly in need of maintenance. In our room: A/C not working when we checked in. Phone not working in order to call Room Service. Refrigerator almost fell out of the cabinet when we opened the door. Microwave did not work at all. Sheets are stiff and scratchy. Pillows are hard and lumpy.Room service staff was very accommodating and friendly

  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank Lori M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YolandaMcKinney, Manager at DoubleTree by Hilton Hotel Ontario Airport, responded to this review, 21 February 2014
Hello Lori M,

Thank you for your review.

Please accept my deepest apologies in regards to your stay at the DoubleTree by Hilton Ontario Airport Hotel being less than a "10" experience.

It sounds as if everything that could go wrong, did. This is definitely not the guest experience we're striving for or would like to be remembered for.

I would hope that you will allow us another opportunity in providing you with the excellent customer service and care that we are known for.

Again, thank you.

Respectfully,
Yolanda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
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Rating summary
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English first
California
Level 4 Contributor
39 reviews
25 hotel reviews
common_n_hotel_reviews_1bd8 27 helpful votes
Reviewed 18 February 2014

The lobby has been updated since my last visit, just a very pleasant vibe. Nice bar and sitting area. The restaurant upscale, service could have been better. The waiter looked like a deer in the headlights when told we were ready to order. Surprise we were hungry! They also have a nightclub, which seemed to be inhabited by cougars dressed by a celebrity designer direct from K Mart. The hunted were a variety of ESL gentlemen from far and wide with an overload of testosterone.

The rooms are standard Hilton faire. A nice place to stay if you want meeting rooms restaurants all under one roof. Plenty of parking, central location.

  • Stayed February 2014, travelled on business
    • Value
    • Location
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    • Cleanliness
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Helpful?
Thank Uptowngal12
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YolandaMcKinney, Manager at DoubleTree by Hilton Hotel Ontario Airport, responded to this review, 21 February 2014
Hello Uptowngal 12,

Thank you for your review.

I agree, we're centrally located and a great place to stay that has everything you need.

We look forward to seeing you again in the very near future.


Warm Regards,
Yolanda
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San Diego, California
Level 2 Contributor
5 reviews
3 hotel reviews
Reviewed 17 February 2014

Went to Ontario California for a short business trip. The hotel staff was friendly and efficient. There was several large groups staying at the hotel. The front check-in staff worked through the line of people quickly.

  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank Sharmarrich
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YolandaMcKinney, Manager at DoubleTree by Hilton Hotel Ontario Airport, responded to this review, 21 February 2014
Hello TripAdvisor Member,

Thank you for your review.

We're glad you had a pleasant stay.

We hope to become your hotel of choice when visiting the Ontario, California area.


Respectfully,

Yolanda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Portland, OR, United States
1 review
Reviewed 13 February 2014

This is a old hotel that needs to be updated. The management of the hotel is missing the point that business travelers are expecting proper service. I arrived early to the hotel and told that my room was confirmed but it took over 6 hours to get into the room after 5 visits to the front desk. Just update the hotel and the service

  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank Robert J H
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YolandaMcKinney, Manager at DoubleTree by Hilton Hotel Ontario Airport, responded to this review, 21 February 2014
Hello Robert J H,

Thank you for your review.

Within the next few years our hotel will undergoe renovations.

I understand how frustrating it can be to arrive early to a hotel and want to check-in and relax.

We take pride in being able to check-in our guests prior to our 3pm check-in time as long as we have guest rooms ready and available.

We also like to assist our guests in understanding that it's not personal.

However, when all 482 guest rooms are occupied the night before and every guest has until 12 noon to check out. If a guest arrives prior to 3pm there will definitely be a wait to gain access to their reserved guest room.

I hope this assists as an explanation as to why and not as an excuse.

Thank you for your feedback.

Respectfully,

Yolanda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
irvine, United States
1 review
Reviewed 13 February 2014

Our association holds a board meeting here one weekend every year. The rooms are large and clean. The facilities overall are good. And the food they provide for lunch during the meeting is very good. 200 characters minimum so I have to keep typing. Vote for elected officials who will observe and support the Constitution. If people vote with their checkbooks, looking for whoever promises the most hand-outs and hand-holding by the government, our country will continue to decline.

  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank Mike B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YolandaMcKinney, Manager at DoubleTree by Hilton Hotel Ontario Airport, responded to this review, 21 February 2014
Hello Mike B,

Thank you for your review.

We appreciate your association's loyalty to the DoubleTree by Hilton Ontario Airport Hotel and we look forward to hosting more meetings for you.


Warm Regards,
Yolanda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
San Luis Obispo, California
Level 5 Contributor
82 reviews
28 hotel reviews
common_n_hotel_reviews_1bd8 51 helpful votes
Reviewed 13 February 2014

We stayed here because we are hilton honors members and it was the closest to the convention center, where we had a event. Check in was fast and friendly and we were able to check in 3 hours early which helped! The cookies were warm and yummy!!

Our room was spacious and clean with comfortable beds! The only draw back was we were facing the parking lot on the back side and the train that went by often woke us up often! Wish we would have known about it so we could get a courtyard room next time!

The breakfast buffet had many options and the servers always had a smile on their face! There was also a starbucks which was nice!

We would stay again, but not in an outer room!

Room Tip: Choose a room facing the courtyard and hopefully you won't be able to hear the train as much!
See more room tips
  • Stayed February 2014, travelled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank rmg421
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YolandaMcKinney, Manager at DoubleTree by Hilton Hotel Ontario Airport, responded to this review, 21 February 2014
Hello rmg421,

Thank you for your review.

I'm glad you enjoyed your stay at the DoubleTree by Hilton Ontario Airport Hotel and our close proximity to the Ontario Convention Center.

We look forward to your return.


Respectfully,

Yolanda
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Level 1 Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed 13 February 2014

Extended my stay at hotel; front desk failed to communicate to housekeeping of extended say, thus housekeeping removed all of my personal belonging from room and prepped room for new guest. Upon my return back to the room, my personal belongings were gone. Communicated to front desk and after several hours and follow-up call, finally my personal belongings were returned and I was finally able to get ready for my business event. Not a Happy Camper!

  • Stayed February 2014, travelled on business
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Review collected in partnership with DoubleTree by Hilton

Helpful?
Thank 473bettys
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
YolandaMcKinney, Manager at DoubleTree by Hilton Hotel Ontario Airport, responded to this review, 21 February 2014
Hello TripAdvisor Member,

Thank you for your review.

Please accept my sincere apologies for the inconveniences you experienced while a guest at our hotel.

Communication is key in any organization although we failed to demonstrate differently. I intend to share your comments with my team and management staff to ensure that other guests are not subjected to similar situations.

Once again, I do apologize and hope that you will allow us the opportunity to provide you with an experience more typical of the DoubleTree by Hilton Ontario Airport Hotel.


Respectfully,

Yolanda
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 DoubleTree by Hilton Hotel Ontario Airport

Property: DoubleTree by Hilton Hotel Ontario Airport
Address: 222 N Vineyard Ave, Ontario, CA 91764-4428
Phone Number:
Region: United States > California > Ontario
Amenities:
Bar / Lounge Business Centre with Internet Access Fitness Centre with Gym / Workout Room Free Parking Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Shuttle Bus service Suites Swimming Pool Wheelchair access Airport Transportation
Hotel Style:
#7 Romantic Hotel in Ontario
#9 Business Hotel in Ontario
#10 Family Hotel in Ontario
Price Range (Based on Average Rates): ££
Hotel Class:4 star — DoubleTree by Hilton Hotel Ontario Airport 4*
Number of rooms: 484
Official Description (provided by the hotel):
The Doubletree by Hilton Ontario Airport is Ontario's largest and most luxurious hotel. Our resort-like hotel is only five minutes from the Ontario International Airport and adjacent to the Ontario Convention Center. Hotel is centrally located just off I-10 and conveniently located near Ontario Mills Mall, Vistoria Gardens and Fontana's California Speedway. Hotel features 484 guestrooms, heated swimming pool and spa, state of the art fitness center, complimentary business center, complimentary WI-FI in the lobby, complimentary shuttle service to/from Ontario International Airport, complimentary parking, Porter's Prime Steakhouse, Citrus West, Misty's Lounge, Vineyards Lobby Bar, Starbuck's and In-room dining. ... more   less 
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Also Known As:
Doubletree Ontario
Ontario Doubletree

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