Fairfield Inn & Suites by Marriott Ontario Rancho Cucamonga

I ended up canceling after I'd already checked in because of extenuating circumstances. The front office staff and hotel manager worked hard to get me a full refund, even though I don't think they'd handled a cancellation like that before and it took some effort. They kept at it and got it done. I'm grateful. It's rare to see on-site management work so hard to help a customer with a difficult system like Marriott's, which probably wasn't designed to make this easy. The people at this property are top notch, and I'll book here again on my next visit.

The location is great, with plenty of nearby local food and things to do. Rooms were clean and kept in good shape, and the staff were courteous and attentive. Breakfast was fresh and decent, about what you'd expect at a Fairfield, though I missed having waffles like at other locations. A great experience.

Over my four-night, five-day stay, my room was cleaned just once. I thought this was a Marriott, not a Microtel Inn. Neither of the TVs in my room worked, and there was no hot water. Breakfast was advertised until 9 a.m., but they started putting everything away at 8:45. At 6 a.m. the garbage vendor arrived, banging doors and emptying dumpsters. The desk and work area were poorly designed too. I'm six feet tall and had to put two pillows on the chair just to sit high enough to use my computer, and the lighting was horrible.

The people are magnificent and the location is excellent, but I don't understand why the app placed two senior citizens in the last room at the end of the third floor hall, as far from the elevator as possible. Marriott let me down. As a rewards customer, I expected better care. I've stayed at your properties for about 14 days, and this isn't the first time this has happened. Midland Texas was the only site that put us on the first floor. I'll look elsewhere in the future.