Best Western Plus Heritage Inn Ontario Rancho Cucamonga

We keep choosing this hotel when we're in the area. The location is handy for shopping and restaurants, and a short walk takes you to a path connecting local parks. The front desk and other staff are helpful and very friendly. The plumbing is the recurring problem. Sinks and tubs won't drain, tub water won't shut off, and on our latest visit the shower had no hot water. They need a good plumber.

Breakfast was decent, and the staff were great. Daniel was attentive and accommodating when the first room smelled of smoke, even though the rooms and facilities are supposed to be non-smoking, and he moved us to one that worked for us. My wife and I had a standard king on the top floor. It was clean, had the toiletries we needed, a comfortable bed, and very clean sheets and towels. Housekeeping did a great job. The hair dryer could use replacing or upgrading, since it was broken on the side and looked about ten years old. There are plenty of food options and stores nearby, including Target, Homegoods, Dollar Tree, and FiveBelow, all less than a mile away. The serious issue was a skunk smell that got into the hall and our room in the middle of the night, possibly after a guest had contact with a skunk. It clung to everything in the room, including luggage, clean clothes, backpacks, and even my kindle cover. After our six-hour drive home, we could still smell it in the car. We spent the week dealing with it through dry cleaning, white vinegar, and airing things out, and it affected other guests too. I imagine the top-floor walls, decor, and bedding all needed cleaning. We received a $20 discount, but whether that made up for the smell and the cleanup is debatable. It's unfortunate, but there should be a way to stop one guest's behavior from affecting everyone else.

There’s ample parking, with restaurants and stores across the street, and the breakfast selection was okay. My oversized king room was spacious and very clean, and the bed was comfortable. The heater either didn't work or took hours to produce hot air. The walls are thin enough that we heard partying from all around us, above, beside, or elsewhere. The staff were just okay, nothing special. It's a nice hotel, but it needs thicker walls and friendlier staff.

Clean rooms, reasonable rates, a safe atmosphere, and super friendly service. I've only had good experiences here. Michelle, one of the front desk coordinators, is especially friendly, and she's a big reason I keep booking this place. I value that human connection when I stay loyal to a business.