Element Ontario Rancho Cucamonga

We were forced to check out around seven in the morning because the noise from a family staying above us was unbearable, with what sounded like about ten kids stomping, running, and jumping. Until that happened, we had loved everything about our Friday, 1-23-26 stay. At checkout we were told Jerry, the manager, wasn't available but would contact us about the awful night. My wife has called seven or eight times since, and each time she's been told someone will get back to her shortly. No one has. We really wanted to like this place, but customer service needs attention.

The location is super convenient, just steps from Toyota arena, and Eureka is a fun little restaurant attached to the hotel. K.D was awesome there, and the people at the hotel were great too. We had a cute little room and the kids, my wife, and I all enjoyed the stay. Breakfast could use some improvement, and I was hoping for a hot tub, but there wasn't one. Still, we look forward to coming back.

We went to a horror convention nearby after arriving on January 30th, and the location was handy, just one exit from the venue. The hotel even offered a free ride there and back. I waited two weeks to write this, hoping the main problem would be sorted out, but instead I got the runaround and an attitude. At check-in I asked the front desk woman to charge my credit card and gave her the right card. About an hour later I saw the full bill had been taken from my debit account. She said the $100 was only a temporary hold on the credit card and I would have to wait until checkout to get the debit charge refunded. That put a damper on our vacation. My son was eager to swim after six hours in the car on a hot day, but the pool was dirty and unappealing. We complained, and they cleaned it quickly. I also saw someone cleaning it regularly each day after that. At checkout, the woman told me to call later about the refund. I did, and they sent a form labeled payment authorization. I asked about that, then filled it out after they said the money would be returned in 5-7 business days. I checked my account daily, but the money wasn't there after that period, or even an extra day. Missing it meant I couldn't pay my bills on time and caused needless stress. When I called for a manager, he didn't know what I was talking about and said he needed the full credit card number to refund my debit card. Why, when the account had already been charged? It wasn't just a hold: both cards were charged for the full three-night stay and temporary deposit. I called again and was told the manager was on another line and would call back. That was two days ago. I finally filed a claim with my bank because I was at my wit's end and upset. I'm never coming back, and we've chosen another hotel for our July stay.

The location is perfect, breakfast was nice, and parking this year costs $15. Most of all, the front desk women made me feel at home. Ercillia was especially kind and kept bringing the things I needed in the evenings, even though it shouldn't have been up to her. Housekeeping was completely absent during my stay. I wasn't the only guest reporting no service, and I heard people who'd been there longer say they hadn't had a single cleaning either. I don't know how management lets that happen. I felt sorry for the young women at the front desk, especially Ercillia, but she and the others always greeted me warmly and asked if I needed anything.