Comfort Suites Ontario Airport Convention Center

The air conditioning was pretty loud, though it worked almost like white noise and wasn’t too bad. Of the four places I stayed on my trip to LA and Dan Diego, this one was by far the best. When we mentioned at check-in that we had to leave at 5 a.m., a staff member kindly put together breakfast bags for us to eat at the airport.

The rest of the staff were kind and tried to help, but my experience with Natalie, the assistant manager, was extremely stressful and left me with confusion and extra expense. A manager should make things easier, not harder. I tried calling her on November 8 and 9 about finalizing a reservation for November 13. She didn’t return my calls or answer my voicemails. On November 10, she finally called and promised to follow up the next day, but she never did. By November 12, there was still nothing in the system, so I had to cancel because I had no confirmation that the reservation had been made. Another staff member helped reschedule me for November 23 and said the rate would stay the same because it was still early. Yet when I called again on November 20, nobody could find a reservation or any notes. Natalie entered it at the last minute on November 21, just two days before the stay, and the rate went up. That delay was her mistake, but she made it sound as though I was the problem. On the day I wrote this, I called more than 25 times trying to reach her. I was put on hold for several minutes, hung up on, or transferred to voicemail. Staff seemed tired of transferring my calls because she wouldn’t take them. I felt ignored and helpless, and the situation ruined my day. After putting off the reservation for 11 days and not returning my calls, she told me to wait until Monday to speak with her, even though Monday was my check-in day. She only became polite after I kept calling and the situation reached a breaking point. No guest should have to deal with this.

We came back late, hoping to go straight to bed, but discovered the security lock on our room had been locked from inside. Someone would have had to physically set it that way. The front desk woman tried opening it with a tool but couldn’t, then sent us to another room for the night without our belongings or valuables, saying there was nothing she could do. Soon after, she called to say she’d gone back and heard someone snoring. So someone was apparently asleep in our assigned room with our things, and we were left in another room with only the clothes we had on. Staff acted as though nothing was wrong. We asked for a late checkout, but instead got calls starting at 7 a.m. When we finally answered, a condescending front desk woman named Brenda told us to move our stuff because the cleaners were there. There was no apology, compassion, or explanation. The lack of professionalism was insulting, and the whole stay felt like a nightmare. No manager was on site, and given the negative customer service reviews, I don’t expect to hear back.

I’m asking for a review of Natalie’s conduct, a correction of the room rate to the original amount, confirmation that my reservation is secured, and follow-up from upper management. My dealings with Natalie, the assistant manager at Comfort Suites Ontario Airport Convention Center, over the past two weeks have been stressful and unacceptable. I called several times to finalize my reservation on November 8, 9, and 11, but she didn’t return my calls or voicemails despite saying she would follow up. By November 12, nothing had been entered in the system, so I had to cancel the original reservation because there was no confirmation or record. I rescheduled for November 23, but when I called on November 20, the reservation was still missing. Natalie finally entered it on November 21, only two days before the stay, and the rate had increased because of the delay. That was due to her failure to follow up, not anything I did. The worst part was today: between 3:30 and 4:00 p.m., I called the hotel 25 times just to reach her. I was repeatedly put on hold, disconnected, or sent to voicemail. Staff seemed overwhelmed because she wouldn’t take my calls. This lack of communication and last-minute handling of a simple reservation made the day miserable and caused unnecessary stress.