Hampton Inn & Suites Ontario Rancho Cucamonga

This place books up fast, so I try to plan ahead because I stay whenever I get the chance. Janette and the front desk team took good care of us from check-in through checkout. Our room was tidy, the grounds were clean, and the service was great. Thanks to everyone who keeps it up.

The children’s scavenger hunts and waffle breakfast used to make stays at the Hampton Inn a special treat for me and my grandchildren, and it's long been my choice when I visit home. This last visit was deeply upsetting. I found a large, old blood stain on the comforter where it had been touching my grandchild's face. After checking that my grandchild wasn't hurt, it was clear the bedding hadn't been properly washed or inspected. The follow-up was disappointing too. I emailed the hotel and heard nothing until I posted my initial feedback. The staff member who eventually called sounded cold and didn't apologize. I was promised a call from the General Manager, but that never came. They did deposit 10,000 Honors points, but for a $250 stay, that doesn't make up for such a serious hygiene and service failure. This isn't the Hilton standard I expect.

The rooms were clean and the hotel itself is lovely, but we left feeling unwelcome. We couldn't park on the property and had to leave the car off site; I hope it wasn't towed. There was no EV charger, so I drove around looking for one and didn't get checked in until 1:30 am. I spoke with the front desk when I arrived and asked for a late checkout. The gentleman said that was no problem. In the morning, I asked Myra what time it would be. She said the hotel was fully booked and couldn't give any more late checkouts. I explained I was just asking about the time because I'd already requested one. She asked for my room number and looked bothered, then said the night shift couldn't approve it and that there was no late checkout. No apology or compassion, just rudeness. I asked to file a complaint; she said she was the assistant manager, but I'm not sure she filed anything. I'll contact customer service after we leave. I wouldn't return if she still works there. I'm shocked she's in hospitality.

I've used this meeting room several times before without a problem, and I'm a Gold Honors member. Today I was checking out and asked the front desk about using it for a group meeting before leaving. The agent said yes and offered to open it. I said I'd be back after getting supplies, with a car full of food, drinks, ice, and other things. When I returned, Myra, the manager at the desk, said I couldn't have access until 10 am. That's when the meeting starts. I only wanted to set up early; we'd paid for the full day and needed the room until about 2. She still refused to let us in two hours ahead. Absolutely awful customer service. Get off your power trip.