4/10 Fair
May 17, 2025
Disappointed!
We’ve been staying at this hotel for four years during our son’s years at UB. One of the main reason is because of its EV charging and friendly staffs breakfast. But this time is very different. Maybe the management changed or poorly managed night shift staffs. We arrived very late and there was a booking error. There were two men at the front desk, the older one was very unwelcoming and unhelpful. After a long day of driving, he refuse to see my proof of booking and told me to call Hotel.com. I had to ask Hotel.com to call him to resolve the error. Doesn’t matter if the error is caused by the hotel or by Hotel.com, I’m expecting someone who’s more willing to work with us who are tired and feel helpless with his unhelpful attitude.
The hotel has an every other day cleaning policy, we stayed there three nights no one came to clean or give us any extra towel once.
In the last day, we tried to extend an extra night, but everyone told us they were sold out. But I checked Hilton.com, they do have room available and half of the parking lot is empty. It is very obvious that they don’t want customers! I’m referring to night time staffs.
We checked out in the morning of our last day, the front desk staffs seems friendly and professional. I have to be fair. Unfortunately we will not be back to this hotel anymore! It’s disappointing!
John Chunman
John Chunman, 3-night family trip
Verified Hotels.com guest review
