Homewood Suites by Hilton Buffalo - Airport

We are a Canadian family that visited the US for the first time and decided to stay at a Homewood as this is our hotel chain of choice. We arrived early at 2 pm. Check in is not until 3, however, we decided to try early. The front desk employee advised us that it was not ready, which was completely understandable. We said we would go get something to eat and then come back and she said she would call us when it was ready. 330 pm and still no call but we went to see. That specific employee was on the phone so the gentleman working advised us that it still was not ready. He seemed quite annoyed that we were checking in and made no effort to apologize for the inconvenience of still not having a room ready AFTER check in. Actually, every time we had to interact with him, he acted as if we were bothering him. I am just not used to this type of behavior as normally hotel employees are very friendly and accommodating. Our room was finally ready after 4, but it was obviously cleaned in a hurry as there was an empty water bottle under the couch and crumbs throughout the room. The pool and hot tub were freezing and many guests vocalized their dissatisfaction and that same employee rudely advised that maintenance would be looking into it with no ETA or even an apology. There were 2 shower heads as they put us in a room that was equipped for a wheelchair. One shower head was literally hanging and the other one had little to no pressure. We stayed for 5 nights and our room was only serviced once and it was the night before we left and all they did was empty the garbage's and provide a few extra towels. We had to ask for toilet paper a few times. We were told our room would be cleaned and it never happened. We were completely ignored by staff on more than one occasion. The breakfast staff was very friendly and we definitely appreciated them. All in all, it was not a positive experience. I have never written a review before and we have stayed at Homewood/Hilton's for at least 20 years. This was a terrible experience and left us very disappointed, especially since we spent almost $2000 Canadian for accommodations.

Rooms were nice, clean and spacious. Everything else seemed to be run as if there's a very limited budget and/or with little management oversight ... front desk was rarely manned and we couldn't call because the room phone jack hung from the wall out of order so we'd wait 5-10 minutes for someone, when we did interface with someone it was as if you were interrupting, only greeted as a Hilton honors member via text, there's 1 maintenance person only available Sun-Thurs so you are stuck if you have issues on Friday or Saturday as we did (broken thermostat in 90 degree weather, clogged public toilet that sat for days), limited breakfast items (no bagels/english muffins after day 1 of our stay) and workers needed prompting to replenish items, elliptical needed service, no spare TP given in the room so you had to seek it out when you ran out, etc. We always stay at Hilton properties and this one is just not up to Hilton standards. Oh, and I did complete a Hilton survey since I didn't want to complain "publicly" but I have not received a response so here I am.

Our family of three spent a night here before returning home to Delaware after visiting family in Western New York and touring Toronto. As a Diamond member, I was upgraded to a two-bedroom suite, which was very spacious and comfortable. The hotel was clean - smelled like new carpet throughout and the staff was nice. Would give this five stars with a few details - more shampoo in one of our bathrooms and orange juice at breakfast - but we’d definitely stay again.

I had a reservation and call them the night before to let them know I will be arriving after 1:00am due to my flight being delayed, when I arrived they told me they cancel my reservation and charge me for non show, I had to take an uber an sleep at the airport. Please be aware! This never happened to me before at any Hilton or any other Hotel. They have no idea of what customer service is.

The staff on Friday, Saturday, and Sunday worked a miracle. I was incredibly concerned that the stay would be ruined when I heard the pool was closed. I knew the kids would be devastated. But the staff did not disappoint and made sure the pool was back open in no time. The kids had a great time. Really appreciated how the staff followed every note in the reservation to a "T". Well done!

We love this accommodation it’s a home away from home so clean and friendly. The minute you walk in you are greeted by friendly front desk employees and a smile goes a long way. All the staff are amazing.

We had to move out of the home for a few days for renovation. My wife and I were worried about staying in a pet-friendly hotel as I am allergic and she has asthma, but we explained the situation to the front desk and enjoyed our stay. With Wegmans down the street, and a full kitchen at the hotel, we could cook our own allergy-friendly food.

The hotel is in need of an upgrade. Our room was old, the furniture was old, needed to be replaced. The beds were ok, pretty soft for me, but passable. The bathroom only had 2 towels in it, there were 2 of us and we were there for 2 days. The caulking around the tub was dirty, looked moldy, needed a good deep cleaning. The whole room needed painting. I made the reservation months in advance, asked for an upper floor room (safety concerns), but when I checked in we were given room 125 (I believe), it was right next door to the pool. They told me they were booked and that is all that was available. We ended up getting extra towels from the pool (which by the way looked like it needed to be cleaned). The security lock on our room door, was loose, it was barely hanging on, let alone give anyone any security. I am a Hiltons honor member and frankly was very disappointed with everything about the hotel and the room. I will never stay there again. There are 2 things that I will say were good - the breakfast was good and the women running it were extremely nice and helpful. The other plus is the TV was easy to use and figure out. I appreciated that. So many times you can't figure out how to even use the TV. There are plenty of other hotels in the area. I come to the area frequently, and will definitely look into staying at one of the many hotels in the area.

I have stayed here several times over the last 6 or so years. Older hotel, but it is clean and the staff is very friendly. Rooms are nice and beds are comfortable. I am not sure when or why they stopped the weekday social hour with wine, beer and light snacks, but I do miss that. I could not get a wine the the shop either.