ComplaintsforOntario Airport Inn
Hotels
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Complaint Details
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Initial Complaint
08/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Ive been a long-term guest at Ontario Airport Inn, staying here for over a year, but my recent experience has been deeply disappointing. After extending my stay, I was unexpectedly informed that I owed a sum that had previously been refunded to me. When I tried to get clarification on why I was being charged again, I was met with an aggressive and defensive response from the management.The manager on duty not only escalated the situation but also threatened to call the police on me and my family, despite our attempts to resolve the issue calmly. Whats more troubling is that this isnt an isolated incident; after looking into other reviews, it seems theres a pattern of unprofessional behavior, particularly from the same manager.Its unfortunate that this type of behavior is being tolerated, especially when it comes to dealing with loyal customers. If the deposit issue had been handled differently or communicated better, this entire situation could have been avoided. Unfortunately, this experience has left me questioning the professionalism and management standards at this establishment.Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
08-06-2024 We left a deposit of 100$ and today 08-07-2024 we are asking for our deposit back and the hotel is stating that we had stains on the floor of the room yet they wont allow us to go verify what they said. We met other people who have told us about the same issues happening to them. The hotel doesnt want to refund us our deposit yet cant back up their statements about the room being dirty. When we left our room we vacuumed the floor and cleaned it.Initial Complaint
08/29/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I checked in, went to the room( as I do twice per week when I'm there.)And then I get a call because she failed to properly check in the 2nd guess apparently.So much for accountability here at this company!She gets frustrated because I'm advising her that my sister is stopping by the hotel to say hello to my guest, her son whom she hadn't seen in 6 years. She proceeds to demand more money to allow her (my sister) to pass through the gate of the property to kiss her son before she takes off to ******* on work because she's a fight attendant.I refused to pay her money which she asked for to allow my sister to come day help to her son. I asked for a super, then she said good luck she is going to tell them that I've made her uncomfortable by the way I said things. I'm sitting baffled, she then refused service. I called the police because she told me good luck getting my money back or the deposit. She proceeds to type on her cpu 6 minutes then said oh well.I'm sitting here like this young lady is mad at herself this much, she wants to falsify records. I asked her partner what was her take on this and her answer was I wasn't listening. Wow!I then asked if she felt the service and decision was correct and she admitted it wasn't by saying she wouldn't have made that same decision. I respect that totally.I can't belive she tried to extort me money to allow my sister to come say hello to her son before she leaves out.The booking company had the property rules and there is no such rule stated on there period. I contacted them and they agreed it was not called for. Guests here often have people over swimming or to visit briefly but why was I singled out?They are refusing to return my money ,they ,keep saying talk to the 3rd party but the 3rd partys contract prohibits them from returning money when the the hotel refuses to cancel and return money. The hotel refuses to refund or cancel so I'd get a return. They stole my money and I was out on the streets that night.Initial Complaint
04/02/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
We came down for a baby shower from *********. There were a total of three guests. Two adults and one kid. My girlfriend and I went into the office to check in 3/31/23. They took a copy of the ID, had me sign and gave keys. On 4/1/23 my mom, uncle and aunt came to pick up the baby shower gift. They got a call from this shift saying that they had to come to the office. They did. The staff said that they had to pay $10 for an unregistered guest. They denied payment because I was not there. My family left after this. The same night, i came in to see what charges I accrued and was told I did not have to pay it until check out. On 4/2/23, my girl and I were checking out. ******, a staff member said that we were charged $200 because we were unwilling to pay the $10 yesterday. My girl intervened to let them know what the night staff said. They stated we were still going to be charged this for not paying the $10.Initial Complaint
07/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Check in Date: May 18, 2022 - May 20, 2022 Amount Paid was $195.98 Confirmation# - ********* ROOM TYPE: Room 1: One King Bed - Executive Room I booked a room at the Ontario Airport Inn via Priceline, and then tried to cancel right after because i wanted to be in Corona CA where my appointment was going to be. I called Priceline, and was told to contact the hotel. I sent an email to the hotel and called as well. When i called i was told that there was nothing they could do. And no one ever responded to the email. So i arrived on May 18 to claim my non refundable reservation. To my surprise, i was told it was canceled, seeing i no longer had a reservation, i booked another with Holiday Inn (Priceline Trip Number: *************** Several days after the stay, i noticed that i was never refunded by Ontario Airport Inn. So i contacted them multiple times and i was always told it was up to the manager. Who was never available, who makes his own hours, and no one seems to know when he is available. I contacted my bank to reverse the charge, but someone from Ontario disputed it. An action i find to be frustrating and fraudulent. So they were not available for any communication with me, but had time to dispute it with my bank? Especially for services i purchased, a purchase i went to claim and was denied? What right have they to my money? I received no services, it is almost 2 months since this all started. This is unethical! I demand my refund.Initial Complaint
06/20/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Okay I was going in Saturday morning to get a room from this hotel and I checked in everything was fine until I walked in the room and it was fithy smelled like mildew the worker leo refused to give me my payment back and only gave me my deposit back saying that I have to talk to the manager but they don’t know when he comes in or not he Leo the worker didn’t want to show me any type of payment Policy and just stood quite and was looking at me like I was fool I told him that was my last of my money and I needed it cause i am homeless and I have know where to stay I just called the hotel and they keep saying the same thing I left the manager a voice mail and got nothing back so far
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Customer Complaints Summary
6 total complaints in the last 3 years.
3 complaints closed in the last 12 months.