TownePlace Suites by Marriott San Bernardino Loma Linda

The staff were kind, attentive, and gracious to me and the large group I traveled with. They made every interaction feel welcoming and handled my packages carefully during my extended stay, which made a big difference. The rooms were comfortable and clean, with a small kitchen and full-size fridge that came in handy for a longer visit. Beds were incredibly comfy, and laundry facilities made things easy. The pool was a nice bonus. I loved the stay and would absolutely come back.

The pool area setup left me feeling unsafe and confused. You need a keycard to leave the building for the pool, but anyone can enter that area from the parking lot without one. The door from the pool back into the building also opens without a keycard, so it seems easy for someone to get into the building or follow guests inside. The property also looks neglected. Many plants were overgrown or dead, and some sat in big empty pots. In the rooms, the walls had visible scuffs and the furniture showed wear. It looks like they haven’t been remodeled in a long time.

I want to recognize several people who made my extended stay at TownePlace Suites San Bernardino/Loma Linda feel personal and cared for. The team’s leadership, empathy, and consistency really elevate the hotel. Maria at the front desk deserves a mention. Her smile and welcoming first impression made arriving and coming back feel warm every time. Monica, the Sales Manager, followed through and paid attention to details to make sure I was accommodated throughout my stay. That showed real care for the guest experience. Ana, the Head of Housekeeping, was the first person I met. Her care goes beyond her title, and you can feel the comfort and trust she brings. She’s attentive and caring, and things run smoothly under her watch. Leo, the Assistant General Manager, makes guests and staff feel welcomed, heard, and valued. He’s warm but professional, and creates an environment where people feel supported. Both Leo and Anna already show they can handle even more responsibility.

The management was pathetic, and I’ve never had worse customer service at an IHG hotel. We paid in full, days in advance, for a one-bedroom suite, including an extra amount for it. When we arrived to check in, they said the suite had been given to someone else and offered us a small studio instead. They wouldn’t even refund the extra we’d paid for the suite. It makes no sense. Don’t stay here unless it’s your last resort.