Holiday Inn Ontario by IHG

Smiling Staff and Clean quarters! The hotel is fresh and clean. Room had a balcony. The staff was smiling and greeted us cheerfully! Parking was plentiful and the pool was nice. There is an onsite laundry and exercise room. A restaurant is on the property for meals. There was hot coffee, teas, cucumber water and cookies at check in. They have a small amount of snacks and drinks available for purchase.

Terrible customer service! The hotel was modern and clean and everybody was friendly, but totally unaccommodating with their "policies". My first day, I headed to the gym which was clean and outfitted with lots of nice equipment. After my workout, I headed to the small pool which was chilly but had nice patio furniture. An hour later, I was joined by my son who was staying with me and he forgot to remove the Do Not Disturb sign from the door. When I got to the room around 1pm, I took it off. 30 minutes later, housekeeping had not come to my room. So as I headed back to the pool, I passed several housekeepers on the bottom floor (the hotel has 2 stories). I stopped by the front desk and asked if my room could be cleaned. I was totally shocked when the front desk told me "NO" and said they don't clean the rooms on the second floor after noon. I told her this was a dumb policy and if it was their policy, it needs to be posted or communicated in some way. I was told to bring down my used towels and they would replace them. I was not happy. The next day, I left my room at 11:30am making sure to take the DND off the door and saw plenty of cleaning staff. We returned to our room at 9:30pm and my room STILL hadn't been cleaned. I complained to the night manager and hauled my used towels to the front desk and she asked me to write a report to leave to the general manager, which I did. The next morning, my son and I were again out of the room by 11am. We returned from the pool at 1:30pm and our room still hadn't been cleaned! 3 DAYS! I went to the front desk and demanded to speak to the general manager. Sherry Manzo greeted me and acknowledged receiving my complaint. I told her I couldn't believe that my room wasn't the first on the list to be cleaned since she had seen my complaint! Now I had to stay out of my room for another 30 minutes so they could clean it. I considered checking out for our last night, but it would have been a big inconvenience. Sherry offered me a 50% discount of my entire stay but only ended up giving me 50% off for one night She was not working when I checked out so I called her and emailed her a couple of days later. Sherry emailed me back and told me that 50% off my entire stay was broken up over my 4 nights. WHAT?!!! How is that 50% for my entire stay? Several weeks later I received an email from Melissa Schon the Director of Sales. She had the facts wrong so I called her thinking she would help me resolve my issue. Instead she was very defensive accusing me of yelling at her because I was upset. Melissa continued to insist that I was given a 50% discount for my entire stay broken up over my 4 days. WTF! She proceeded to tell me that in her 20 years experience in hospitality people who don't remove their DND sign by noon don't want their rooms clean!! She continued to tell me it was my fault for not following a policy that they never informed the guest of! After not getting anywhere with her, I asked to speak to her boss and was told that her boss was Sherry Manzo, the general manager who hadn't helped me! Why was I getting an email from the general manager's subordinate as if she could resolve this? Obviously, Melissa isn't going to disagree with her boss! What kind of backwards logic is running this hotel? Melissa suggested I call corporate because Sherry's boss is the owner and she wouldn't give that number out. I called IHG corporate, filed my complaint, sent the emails where they offered me 50% discounts for my entire stay and am waiting for resolution. I would never stay there again! Worse customer service EVER!

Clean and basic Desk people were very friendly and accommodating. Rooms were clean and beds comfortable. Bathroom very small. Had to have door shut to get in and out of the shower. Outdoor pool which is fine in the summer, no hot tub. No breakfast but had an attached restaurant and we were given a 10% off coupon for breakfast or drinks. It’s a short stay hotel for us. I recommend because it’s clean, updated and comfortable beds. Also quiet. We had a sliding glass door that went out to the parking lot and we still heard no traffic noise.

Give it a chance- it's all new! The Holiday Inn is a work in progress- it is an existing hotel rebranded and in the process of being renovated. There is still work underway with construction tools and debris here and there around the property. The ladies who greeted us at the front desk were super nice. We were placed in a pet-free wing that had been remodeled. It is two stories with interior corridors. Each room has a patio door to the parking lot or a balcony. We were able to back in and unload directly into our ground floor room. The room appeared brand new and unused. The bed was comfortable. Two chairs and a small table. A tub/shower. There is a lot of detail work needed to make this hotel as nice as it could be, hopefully this will be taken care of as the renovation progresses. There is an attached restaurant which we did not try.

Welcome! Truly. The front desk lady, Susanne, was so hospitable and delightful. She made sure we were comfortable in our room even through all the renovation of the hotel. She also made to-go breakfast package for us since we had to leave super early before the hotel breakfast was available. Room was clean and had everything we needed for the night. Also, the Country Kitchen served a delicious meal with friendly service.