TownePlace Suites by Marriott Ontario Airport

I had a confirmed and fully paid reservation at this hotel, but when we arrived, we were told they were completely booked and there was nothing they could do to accommodate us. The employee simply said he had to cancel our reservation and offered no real assistance or solution. Because of this, we were left scrambling late at night while every nearby hotel was sold out. We ended up having to spend the night in our car, which was extremely stressful, uncomfortable, and completely unacceptable after paying in advance for a room. Very disappointing experience and terrible customer service. A reservation should mean your room is guaranteed, especially when it has already been paid for.

The very nice lady that prepared the breakfast was great and the breakfast buffet was excellent. Maybe the best one ever at an airport Hotel. Room was clean and cozy. Front desk staff very lovely and welcoming. My only recommendation is to advise the free shuttle service (it’s called “The GOAT”) to fix their App interface because it asks you “by what time you need to arrive at the airport” and then proceeds to offer to pick you up between that time and 15 minutes after that time, which guarantees you’ll be actually arriving at the airport later than the time you selected to arrive there at. Plus when you add on another 15-30 minutes to pick up other guests at other hotels along the way as well as the actual drive itself to the airport, you’re looking at arriving there 30-60 minutes AFTER the time you selected to ARRIVE THERE BY. A really obvious error and common sense update that they need to make ASAP on their App to ensure that guests do not arrive late and miss their flight. Also this App also needs to update their GPS interface because when I first attempted it (inside my hotel), it insisted that I walk across a large shopping center parking lot with all my luggage to go to a different hotel to get picked up by the shuttle?!?!? How ridiculous is that, especially for the elderly and/or disabled let alone everyone else. I paid to stay at a hotel advertising an airport shuttle, so fix the App to ensure it 100% picks the guest up at THEIR hotel, as advertised.

The staff very helpful and polite. The hotel was clean as well as the rooms with plenty of amenities. The pool was rather dirty. A lot of leaves and debris. It needed to get cleaned but other than that, it was great.

Our room was pre paid we dod the deposit they told us one card did not work we showed them it did and they asked for my card charged it too and now they keep trying to charge us the cost of the prepaid room on top of two deposits

The staff was so awesome and sweet! We were there for a funeral and they were very accommodating to our needs! What I thought was a negative were the rooms they were outdated and basic for the price ! Over the years Marriott has went downhill . I honestly wouldn’t stay at a Marriott hotel again . The only reason it’s not 1 star is because of the staff.