I always put two "deal breaker" requests in my reservation. Low floor and handicapped accessible room. I do this because my mom is in her 60s and has had a knee replacement and breast cancer and has a difficult time with stairs. The Residence Inn Ontario paid no attention to these requests. We checked in they put us on a high floor with no elevator (they had one of those wheel chair lifts that are simply platforms). The day receptionist said she would reserve a low floor accessible room for us once one became available. When I returned to the hotel and called down to reception to check on the status they had a low floor room which was not handicapped accessible. If you have any mobility problems don't stay here. I won't again.