Staff is Not Friendly or Helpful
Written: Aug 28 '07
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Product Rating:
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Pros: Location is nice
Cons: Noisy, staff is not friendly nor helpful.
The Bottom Line: I won't be staying there again. It was definitely not the Marriott experience I'm used to!
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| jsmorris's Full Review: Marriott Ontario Airport |
I had a vacation recently in Phoenix, Arizona and while there was called to come to work the day I got back. I had to take a friend to the airport in Ontario the morning I was scheduled to work so I booked a night at the Ontario Marriott Hotel to make life easier. If I had to do it over again, I wouldn’t stay at this hotel and will book at a different one in the area.
I arrived at about 9:30 pm and proceeded to check in. I was not greeted by the two clerks there with the standard, “Hi welcome to the Marriott.” They just looked at me and said, “Can I help you?” Hmmm… a girl in training piped up and used the standard greeting only to be looked at by the other two like she had committed some offense. I gave my name to one of the less than friendly clerks who looked up my reservation. Because I had accrued enough points with my Marriott Rewards membership by staying at various motels, this night would be complementary. She acted as if I was a low life customer. After at least ten minutes I had the key and was told to go out the door, around back, to door 8. No map, no directions other than it was near the tennis courts with a wave of her hand. Okay…this was definitely not what I was used to when I stay at a Marriott hotel.
After checking in, I asked for directions to a local Wal-mart as I needed to pick up a couple of items for work. The clerks looked at me as if I had sprouted a third eye in my forehead. The clerk in training was kind enough to give me directions as the other two harrumphed. Ok so maybe they don’t like Wal-mart but where was the courtesy?
The room was the standard room decorated with the cherry wood furniture. The double beds were not the king I had requested but would have to do. They were comfortable with the pillow top mattress, luxury linens, down duvet, and tons of pillows both in foam and down. There were the standard amenities of coffee maker, alarm clock, hair dryer, iron and ironing board. What was a bit strange was that the mirror was not over the sink area, so putting on my make up in the morning had to be done in the television area.
The hotel itself is nicely decorated and has 299 rooms and 19 meeting rooms. Internet access is available at the rate of $ 9.95 per 24 hour period. (Again one of my pet peeves – if you’re spending over $ 100 a night on a room, the internet should be free). There is a deli and fitness center, swimming pool, tennis courts and a variety of other things to keep people entertained while staying here.
Now the negatives to this hotel besides the check in… It is next to the airport and a freeway which makes it convenient but noisy. The layout made me very uncomfortable. I had to drop off my friend at the airport at 5:00 AM. Returning to a back parking lot and walking in a door that was hidden from view made me feel unsafe. After I got back to the room, there was a knock on the door at 7:30 AM stating that it was hotel maintenance there to fix an internet problem. I hadn’t called maintenance, didn’t have the internet on, so there was no problem. I told the man that and he left but I refused to open the door. Upon check out I had learned that he had the wrong room. Okay, if I hadn’t been getting ready for work and had been there for any other reason, having maintenance knock on my door at 7:30 in the morning would have irritated me, especially when it was the wrong room number!
Check out was about as friendly as check in had been meaning there was no happy greeting, no thanks for staying with them, etc. It was like it was a chore for them to check me out of the hotel.
I realized that evening that I had left my phone charger in the room so the next day I went back. I really didn’t want to go back but was hoping maybe the front desk staff just had a couple of bad days. I went after work at about 3:30 in the afternoon. I explained to the clerk at the check in desk about the charger. She went in the back and talked to the manager for about fifteen minutes about the charger – what in the world was taking so long? They then said they would check to see if the maid or anyone else had turned in the charger. After waiting fifteen minutes I walked back up to see what was happening. They then radioed the maid to ask her personally about the charger. She had not seen it and figured it was still in the room. I told them the outlet that I had used and again I waited. After about twenty more minutes I again walked up to see what was happening. They radioed the maid who said there was no charger. So after waiting almost an hour, I was told the charger was not found. I wasn’t expecting miracles but they could have had the courtesy to speak to me and not keep me waiting. They could have had the politeness to treat me as a valued customer instead of not wanting to be bothered by my questions.
With the treatment from the staff I won’t be returning to this hotel. I’d much rather go to a Fairfield Inn or other motel in the area and be treated kindly and civilly. I don’t want to feel as if I’m bothering the staff by asking simple questions. I do have to say that this is the first time I have been treated like this at a Marriott hotel and will be sending a copy of this review to their corporate offices.
Ontario Airport Marriott
2200 E. Holt Blvd.
Ontario, CA 91761
(909) 975-5000
(800) 284-8811
Fax - (909) 975-5050
Recommended:
No
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Epinions.com ID:
jsmorris
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 - Top 1000 |
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Member: Susie Morris
Location: Southern California
Reviews written: 682
Trusted by: 295 members
About Me:
Broken hearts sometimes don't mend...but life goes on.
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