2/10 Terrible
Jose
Business traveller
4 Nov 2025
Front desk staff member Jessica/Jazmin showed a complete lack of initiative and professionalism.
Before arriving, I confirmed that my U.S. Certificate of Citizenship would be accepted as ID since I’m already in the system as a loyal customer. When I explained this, she interrupted with condescending questions like:
• “Why don’t you have an ID?”
• “What type of person doesn’t carry one?”
• “How did you even get here?”
Instead of checking the system as I repeatedly requested, she refused to help. After a five-hour flight from Newark to LAX, a canceled ride, and a $119 Uber to the hotel, I arrived near midnight—only to be told to leave and watch as she called Chino PD. I ended up walking away with nowhere to stay.
The contrast came later that night at the Extended Stay in Ontario, where Joe at the front desk handled everything with care and professionalism. He looked me up immediately, accepted my ID, called Expedia to fix my booking, and even waived the early check-in fee as an apology for how I’d been treated.
Joe is what real customer service looks like. Jessica/Jazmin could learn a lot from him.
Jose
Stayed 2 nights in Nov 2025