Rated 4 out of 5 by Boomer79 Technical Glitches
For an airport hotel, the Sheraton Ontario airport is a solid choice. Unfortunately, when I last stayed there, I encountered a problem at the front desk. One of the card readers was not working properly which resulted in two different credit cards and my debit card being declined. The front desk clerk then remembered that they were having some problems with that terminal so he tried the other one which of course worked... But... I had authorizations to HD funds on 3 different cards. They fell off after a few days, and it wasn't a big inconvenience for me, but I could imagine that for some travelers, it would be a big hassle. The room was pretty standard. Relatively new furnishings. All in all, it was a decent stay. When I checked out in the morning, there was a man working on the terminal at the front desk. I mentioned to the man there the trouble I had last night. Turned out that was the manager and he apologized and gave me his card and told me to call him if there were any problems with the authorizations. I would have given the staff a higher score had the front desk agent that checked me in not said "oh, we've been having problems with this terminal" after trying 3 different cards. If they knew there was a problem, probably shouldn't have used that terminal to begin with.
December 11, 2013
Rated 1 out of 5 by trojanfan Bad customer service by front desk
I had booked a reservation for this hotel through the SPG website. I had a copy of the confirmation email that I received 3 days prior to my arrival.
Upon arriving at the hotel, the 2 CSRs were not able to locate my reservation, even with the confirmation number. They had to ask for help from a co-worker who was not officially working at the time to help check me in. They had to call SPG to confirm my reservation they set up a new reservation for my stay. The whole process took at least 30 minutes. Towards the end, they asked if I would like to pay for an upgrade to a club level room. I kindly asked if they can upgrade me for free for all the trouble my wife and I had with the check in process. They refused to give me a free upgrade.
Since the issue was not the fault of the customer, I did not think my small request was too much to ask. And they even acknowledged that I was not the first confirmed reservation they had that day.
Definitely could have done more to keep a customer happy.
December 2, 2013
Rated 4 out of 5 by mtnspapro Love the Hotel but airport service was unacceptable!
I love this hotels rooms and comfort. It is quiet, clean, and comfy! I have stayed here 4 times in the last few months. My problem was that when I called to be picked up from the airport - it took 40 minutes for a shuttle to come. It was raining lightly and there was little protection at the shuttle area. By the time it arrived I was drenched and exhausted. (I was just recovering from Pneumonia! )If it was going to be that late, they should have told me. I would have gotten a taxi. When I brought it up to them - they offered 500 points! This was insulting as a free night there is 4,000 points! I am staying again tomorrow night and hopefully the service is better when I need a shuttle!
March 6, 2013
Rated 5 out of 5 by TandT New Home away from Home while on Business
First time at the hotel, but will definitely stay again.
Works great for us while on business.
A little pleasure to be had with all the amenities.
Staff (without naming names) were beyond excellent.
Front Desk, Bellman and Bartender treated us with great enthusiasm and went out of their way to make sure our needs were met.
Club Lounge is awesome.
SPG value is excellent.
July 21, 2013
Rated 5 out of 5 by funjameslee Extremely Club Lounge Amenity
It is the number 1 Sheraton in Califorina to serve 3 hot items and associate vegetables and fruits and sandwishes during the evening cocktail time and full breakfast such as sramble egg, homemade patotes, bacon and sausages plus other things. I would suggest to visit this hotel to experience your own. Vote number one for this hotel.
November 12, 2012
Rated 4 out of 5 by paul350 Clean hotel with Club lounge
Club lounge was great for decent food and comfort. One of the few hotels where everything was just right. It was my first time at this hotel and if I get a chance to be in the area again, I will make sure I stay here. For a change, a pleasant experience.
November 22, 2013
Rated 5 out of 5 by Charlie99999 Charlie9999
Front desk agent Teresa is terrific (100% Platinum recognition). Jr. suite on the club floor has nice view. The quantity of foods provide at club house in the afternoon make you feel at home.
November 16, 2013
Rated 5 out of 5 by Helensf Nicest staff
All staff in this hotel were extremely nice and helpful. Another highlight is the club lounge service.
October 21, 2013
Rated 1 out of 5 by DARRYL GIVE THIS HOTEL A MISS - IT SHOULD NOT EVEN BE BRANDED SHERATON
TERRIBLE SERVICE, TERRIBLE FOOD, POOR COMMUNICATION, LACK OF TRAINING AND KNOWLEDGE. THE LIST GOES ON BUT I WONT BORE YOU. FIND ANOTHER HOTEL NEAR THE AIRPORT, THERE ARE MANY AND I AM SURE THEY ARE ALL SUPERIOR TO THIS ONE. THE WORST SHERATON I HAVE EVER STAYED IN ANYWHERE IN THE WORLD. PERIOD.
May 1, 2012
Rated 3 out of 5 by JJones12525 Ehh... What happened?
Sheraton Ontario used to be a great place to stay. The hotel is dated and really needs to be updated. I hope the remodel is coming soon to this property. There needs to be a greater focus on the small things, and customer service. Things like loose power sockets, and computers that dont work, no one in the restaurant to greet you.. all issues.
September 14, 2013
Rated 1 out of 5 by FM2012 Rudeness Times 10!!!!
Upon arrival not greeted as Platinum Guest and did not receive any amenities until asked. Keys would not function in room, elevator or Club Lounge (three sets of keys given). When front desk clerk asked why nothing was right, she stated, "I was busy and did not have time." Closet door broken and would not open. Furniture old and shabby from the 70s. Terrible experience and never again!!!
March 26, 2012
Rated 4 out of 5 by kat53 Beautiful Suite for Little SPG Points
Our family originally asked for 2 rooms using SPG points because our son and daughter are getting older and need their own beds. We were offered "the suite" and an extra rollaway bed. The suite was beautiful with a fabulous view. It was on the Club Lounge level and included access to the lounge anytime, a nice breakfast and appetizers in the evening! What a deal!
October 26, 2011
Rated 4 out of 5 by Hylly Relaxing for an Airport hotel
I spent one night in this airport hotel and was very happy with the location. It was not so close to the airport that you had planes flying over. Numerous choices for food across the parking lot which was great not having to drive. Great Club Lounge, very personable people working there, and a very clean environment. I would recommend to my family and friends.
December 18, 2012
Rated 2 out of 5 by SPGFrequentTraveler Noisy Air Conditioner
We could not sleep at night because of the air conditioner noise. Much to warm to turn it off at night, particularly on higher floors which are supposed to be nicer--Club floor.
Complained and moved to another room, with different air conditioner but also noisy. Unable to open windows, so did not sleep well for 3 night stay.
June 22, 2013
Rated 4 out of 5 by Clif1 Great staff, great club lounge.
Overall we had a great experience.
Check in was quick. Rooms are big and clean. Bathroom could need some renovation. Club lounge had a good selection for breakfast including eggs, bacon, waffles fruits and cereals and staff was very proffessional. Parking was free. Check out was quick and easy.
October 16, 2012
Rated 5 out of 5 by dredayeveryday The Best in the Inland Empire
Hotel staff is extremely accomidating. Parking lot is very safe and patrolled by security at night. The Club Lounge is exceptional...food and service
only thing I would suggest is Yoga balls and mats in the gym
May 21, 2013
Rated 5 out of 5 by GT34 Amazing
The staff is friendly, they remember you and make my stay a lot more personable. They make great recommendations, and make me feel at home especially since it has become a frequent meet up are with my BF.
April 11, 2013
Rated 4 out of 5 by Flyingtailor great valve nice hotel
My second time here very nice clean hotel good valve. My stars are based on an airport hotel and for a airport hotel very good valve clean free parking and good breakfast.
May 6, 2013
Rated 4 out of 5 by Flyingtailor Great Valve
A very clean good location and friendly staff all around great hotel and great valve.
April 8, 2012