Aloft Buffalo Airport

Negatives: Have stayed here every summer for the last few years commuting to Michigan from the East Coast with my dogs. The place was great when it first opened, but now it’s horrible. Besides the broken blinds, stained sheets/carpet, and broken electronic keycard lock on the side entry door, they actually DOUBLE CHARGED me for my stay. When I called Marriott Bonvoy, they confirmed that I was charged twice and told me the fastest way to resolve the issue was to contact the hotel. I spent two days calling for sales/accounting, but only got a voicemail (which I left but was never returned). I finally called the front desk and spoke to a rude woman who told me that they didn’t double charge me. I told her that I was literally staring at two duplicate posted charges on my American Express account. She asked me to send a screenshot to a Yahoo email address, which I found strange (why not an official email account?)! She then put me on hold for five minutes only to tell me her manager said that the screenshot wouldn’t suffice. I told them I would just dispute it with American Express. After doing a survey from Marriott about my stay, the manager emailed to ensure me someone would call to resolve the billing issue within 24 hours. No one ever did. Disputed it with Amex and the duplicate charge was reversed. I will never stay at Aloft Buffalo Airport again.

Negatives: My recent stay at this hotel was highly disappointing. The room was in terrible condition, with filthy carpets, stained walls and ceilings, and a pervasive odor emanating from the AC unit. I attempted to reach out to the hotel to file a complaint and seek a refund, but I couldn't get through to anyone. As someone who travels frequently and stays in numerous hotels throughout the year, this ranks as one of the worst experiences I've had in a long time. I would not recommend this hotel to anyone.

Negatives: We arrived about 5:30-6 pm after a long day of traveling around only to wait in a line because the system was saying there were no more rooms. I had checked into my room online the night before, plus originally booked the September before (now it's June). It was quite a mess. The one lovely front desk agent (Charma?), when she finally got help, ran up to find rooms. She came back with some king rooms available after awhile, which would be fine but I needed a two queen room. (I originally booked a king but contacted Aloft directly to change to two queens when I found out a friend would be traveling with me and had received an email that it was changed, that was November.), When I checked in online, it did say two queens but they were telling me that I booked a king at the front desk. So once everyone else got settled, Charma said she would go clean a two queen room for us herself. At that point we were sitting at the bar, overpriced drinks, unfriendly young woman bartending. Charma did find a clean room for us finally. It was about 70 minutes after arriving when we finally got to go to a room. Really unacceptable.

Negatives: No microwave