We were assigned this hotel as part of a hockey package while traveling to a Buffalo area tournament. The stay could not have been better. The front desk staff, hotel staff, housekeeping and management were more than accommodating to all of our needs. They provided access to a conference room for the team to eat in, hang out and play. There was an additional lobby area with computers for the kids, and an outdoor grill that could be used when dinner plans changed. The kids especially liked the pool table and games in the main lobby. The salt water pool was also a hit! We had early morning games and the hotel ensured that the breakfast area was open and ready for us before the normal time (and stayed open later to accommodate us after games). The pancake maker was such a fun surprise for the kids -- along with all of the toppings! Marilyn walked around with whipped cream topping off the hot chocolates for any kid that wanted it. What a treat! The rooms were clean, with comfortable beds and NO carpet which was a huge plus. The lack of closets and dressers was a bit strange, but there was space to put everything. Would definitely recommend this hotel to any team looking to stay in the area, or families with kids.
We live almost 2 hours away, and stayed at Sleep Inn & Suites so our family of 4 could get a little extra sleep before an early morning flight out of BUF. We booked a room and parking package, which allowed us to leave our car in the hotel parking lot for an upcharge that amounted to half of what we'd have paid to park it at the airport. Our room (standard, 2 double beds) was not fancy, and the shower was very small, but it was clean, comfortable, and quiet, and everything was in good working order. Best of all, the breakfast offerings were set out early enough for us to have a delicious meal before we left, and our shuttle driver to the airport could not have been more cheerful or helpful. When we returned over a week later, late at night, the shuttle arrived to pick us up at the airport within minutes of our calling. We had such a good experience, we've already booked a stay for the night before our next family vacation!
I am sure that, at some point, this hotel was first class. Unfortunately, it appears that something has allowed them to lose sight of the small things that make the difference between what they WERE, and what they ARE. First impressions were very good: historic architecture, classy music in the lobby and elevator, very helpful front desk. But then, then the shine started to fade. It took over an hour to get ice delivered to the room. The “smart shower” did not work and we needed to move to a room with a working shower. 75% of the menu items that we ordered at restaurant were different than, as described on the menu. The public hot springs area (just outside our window) was filled with people playing load music until after 11PM. (Even though they have a sign stating no music allowed.) It is too bad that skimping on the small things shines a poor light on the employees who are trying to do the best that they can.