Ayres Inn & Suites Ontario at the Mills Mall

Disappointing Stay Due to Preventable Maintenance and Service Issues Our recent stay at the Best Western Ontario Mills Mall was significantly impacted by multiple avoidable issues that should be addressed by management. On a positive note, Lelani at the front desk provided outstanding service. She was professional, welcoming, and made the check-in process smooth and efficient. Her customer service was genuinely excellent and stood out in an otherwise frustrating stay. However, the property itself fell short in several important areas. The elevator being out of service for the entire weekend is unacceptable. Guests were forced to carry heavy luggage up and down stairs repeatedly, which is not only inconvenient but also a serious oversight in guest accessibility and hotel maintenance. There was also no adequate communication or visible effort to resolve the issue during our stay. In addition, the conference room conditions were poorly managed. The temperature fluctuated constantly throughout the event, requiring adjustments nearly every hour. This created an uncomfortable environment and reflects a lack of proper facility monitoring. Breakfast service was equally disappointing. The scrambled eggs were consistently undercooked and runny, and popular items like breakfast potatoes frequently ran out without timely replenishment. Guests were left waiting or forced to settle for limited options. While individual staff members like Lelani clearly care about guest experience, the overall management of facilities and amenities does not meet the standard expected from this brand. These issues are not minor inconveniences—they directly affect comfort, accessibility, and overall satisfaction.

Leilani..the PERFECT hostess/front desk…. Great smile & fantastic personality…. Super helpful…… and knowledgeable about her duties….!!!

My exoerience at the hotel was marvelous. Staff were the best, kind and polite. Helpful at any time.