Amenities review insights for New York, United States

$30 unannounced amenity fee. That’s a ripoff…

*2 NIGHT STAY = 2 STAR?!?!* Room (both pro & cons) 3/5 Service - 2/10: TERRIBLE RECEPTIONIST Location - 5/5 Pros: Excellent location nearby many tourist areas, seconds from the airport, restaurants and more - I’d say all within a 15 minute proximity and about 20-25 minutes from downtown Buffalo. Being by an airport it was not loud at all and in a very quiet area on a dead end road. Newly renovated - rooms were done when we were there (however there are cons). Annie the breakfast host was amazing very sociable and acted very quickly for servicing breakfast. Cons: Front desk lady was awfully quiet, hardly spoke and was very straight faced which is not typical of all the experiences we have had at Holiday Inns (she had braids in her hair & a orange knit sweater on & believe her name was Oryal/Oryalle/Iroyal). She would never greet us or ask how we were. The renovations that took place affected breakfast accessibility to the point the breakfast hostess was overwhelmed with tons of guests in a small room, shortage of food and managing rude guests and we felt terribly bad she didn’t have additional help. The pool was closed during Reno’s and nobody informed us. People are not respectful in the breakfast environment (which is not the fault of hotel however forewarning) and a man even coughed on the food, and some took a lot for themselves or used their hands. Also, some of our yogurt was expired!! From the second we walked in our room there was residue on the floor like it had not been washed (we didn’t complain as it was late and our first night - SEE PHOTO ATTACHED) Then throughout our stay my child who does not walk yet was crawling on our hotel room floors and his socks were so dirty just from being on the floors (his socks were brand new - see photo attached of why I had to change his socks before even going out). Lastly, hairs in the shower, a bobby pin on the floor, & a nail near the air conditioning that could have been very harmful. A room can be newly renovated but if it’s dirty then what does that tell you? Overall 2/5 MAYBE a 3. This could be improved and I’d have no complaints if it was looked after with housekeepers improving their cleaning practices, a new receptionist attitude, and when done the renovations the hotel will be beautiful without a doubt! I’m not one to write reviews and rarely complain but felt compelled to write this. For $600+ for 2 nights we experienced less than what we had hoped.

1-Star Review Avoid this place at all costs — complete failure on basic hotel basics and shockingly rude staff. I stayed at the Holiday Inn Express Buffalo Airport (131 Buell Ave, Cheektowaga, NY) and it was one of the worst hotel experiences I’ve ever had. I almost never leave negative reviews, but this one earned every bit of it. Check-in was a disaster. Got to my room (229) and the heat was completely broken. The thermostat read 57° inside while set to 69° and it just blew freezing cold air for 20 straight minutes. Had to drag my stuff back to the front desk and switch rooms. Second room finally had working heat. Next morning/early afternoon I came back and my key wouldn’t work at all. They had never programmed it for my multiple-night stay. Another trip to the front desk. The pool situation was ridiculous. It was closed the entire first two days with a bunch of different excuses. Finally opened on day 3 for just a few hours… and there were zero towels. Front desk tried to help, but a housekeeping employee standing right there launched into a full-blown uncontrolled rant about some group that had apparently caused problems. They had three full days the pool was closed to get towels ready — zero excuse. Breakfast was the worst part. The woman running it is straight-up god-awful rude. She had nasty comments for almost every guest. The pancake machine never worked once across three mornings — and honestly it felt like she didn’t want it to work. She made rude remarks to parents and kids, and went off on multiple tangents ranting about TSA workers not getting paid at the nearby airport. It was embarrassing and made the whole breakfast area uncomfortable. The only positives were the front desk staff, who were consistently kind and welcoming, and the bean-to-cup coffee machines, which were a very nice upgrade. However, the back-of-house team (housekeeping and breakfast) desperately needs serious customer service training. The level of rudeness and incompetence is truly unacceptable. Yes, the location is convenient to the airport, and yes it’s a little loud with plane noise — that part is expected. But the constant breakdowns, poor maintenance, and rude staff ruined what should have been a simple, no-stress stay. Do not stay here unless you enjoy frustration and attitude. I will not be returning.

5/5 - Food (Italian restaurant, wood burn oven pizzas and ice cream, cafe) 5/5 - Staff. Everyone was amazing 5/6 - Entertainment 5/5 - Room 4/5 - Pools - a little cold 2/5 - Beach. All rocks, non-swimmable, very small, non-walkable, yet still functional for a layout. Even with the beach issue, I still give this hotel a 5/5… that says it all. Would recommend for sure.

A BIG DISAPPOINTMENT This place needs an urgent makeover. The curtain valence in our room was burnt where both ceiling lights shown down on it. Sections of two pieces of bedroom furniture had areas where the vaneer was ripped off. The paint on the interior base of the windows had very-deep cracks and was peeling off. The heater made a loud "tapping" noise when the heat came on. The drain in the bathtub took forever to drain after showering. It gets worse: there's a $45 per day "Resort Fee" that is charged after they tell you that you have $10 a day credit in the lounge. The "Resort Fee" covers Wi-Fi, a fitness center off-property, and USE OF THE LOUNGE. Breakfast, unknown to us, was to end at 11 a.m. today. We arrived at 10:50 a.m. and were told, "We're closed". A female employee standing at the bar was about to pour the contents of a very-large-commercial coffee brewer down the drain. I asked for a cup of it when she started pouring it. She once again reminded me, "We're closed". For this I paid $45 today so I can have "use" of the lounge. The tubs don't drain, the paint is cracked and peeling, the furniture came from a landfill, and food is not always available. Wait until you hear this place had a very-needed makeover before you stay here.

A Big Disappointment 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.

Horrible room, broken bathroom fittings, dirty bathtub, water pressure too low, bedroom tv wasnt working. Leaving this review to remember

Review rating: 3.0

We will NEVER return Extremely disappointing stay at 124. We have stayed here previously without problem, but this time we were positioned in the Gatehouse section. We made reservations here with another couple, but somehow we were assigned to the separate Gate House.. So we paid $550 in advance for a room that was around the corner, up a narrow stairs ( no elevator, no help) and we had to walk around 2 mobile storage units to gain access through a dark corner entrance. There is no security on site. We had to park outside, and carry our luggage up and down this narrow staircase in the rain. There is no one on site here and you are on your own. There are no amenities and we asked for ice and it took an hour to deliver. The server apologized but that was much too long. Then to insult us, we were charged a $33 resort fee afterwards even though we had no amenities and no pool. We disputed the charge at the front counter but I see we were charged anyway. Our friends stayed in the main structure ,and we kept asking why we were assigned to another building. The clerk said that it was because we booked through another site, and we kept explaining that we booked directly through YOUR website and even paid the 124 Queen first night prepaid non refundable rate which was to include the resort fee. So why were we charged again. We have been coming to NOTL for 40 years. You have lost our business as we will never return to 124.

Review rating: 1.0

$30 unannounced amenity fee. That’s a ripoff…

Signal: 0.0%

*2 NIGHT STAY = 2 STAR?!?!* Room (both pro & cons) 3/5 Service - 2/10: TERRIBLE RECEPTIONIST Location - 5/5 Pros: Excellent location nearby many tourist areas, seconds from the airport, restaurants and more - I’d say all within a 15 minute proximity and about 20-25 minutes from downtown Buffalo. Being by an airport it was not loud at all and in a very quiet area on a dead end road. Newly renovated - rooms were done when we were there (however there are cons). Annie the breakfast host was amazing very sociable and acted very quickly for servicing breakfast. Cons: Front desk lady was awfully quiet, hardly spoke and was very straight faced which is not typical of all the experiences we have had at Holiday Inns (she had braids in her hair & a orange knit sweater on & believe her name was Oryal/Oryalle/Iroyal). She would never greet us or ask how we were. The renovations that took place affected breakfast accessibility to the point the breakfast hostess was overwhelmed with tons of guests in a small room, shortage of food and managing rude guests and we felt terribly bad she didn’t have additional help. The pool was closed during Reno’s and nobody informed us. People are not respectful in the breakfast environment (which is not the fault of hotel however forewarning) and a man even coughed on the food, and some took a lot for themselves or used their hands. Also, some of our yogurt was expired!! From the second we walked in our room there was residue on the floor like it had not been washed (we didn’t complain as it was late and our first night - SEE PHOTO ATTACHED) Then throughout our stay my child who does not walk yet was crawling on our hotel room floors and his socks were so dirty just from being on the floors (his socks were brand new - see photo attached of why I had to change his socks before even going out). Lastly, hairs in the shower, a bobby pin on the floor, & a nail near the air conditioning that could have been very harmful. A room can be newly renovated but if it’s dirty then what does that tell you? Overall 2/5 MAYBE a 3. This could be improved and I’d have no complaints if it was looked after with housekeepers improving their cleaning practices, a new receptionist attitude, and when done the renovations the hotel will be beautiful without a doubt! I’m not one to write reviews and rarely complain but felt compelled to write this. For $600+ for 2 nights we experienced less than what we had hoped.

Signal: 0.0%

1-Star Review Avoid this place at all costs — complete failure on basic hotel basics and shockingly rude staff. I stayed at the Holiday Inn Express Buffalo Airport (131 Buell Ave, Cheektowaga, NY) and it was one of the worst hotel experiences I’ve ever had. I almost never leave negative reviews, but this one earned every bit of it. Check-in was a disaster. Got to my room (229) and the heat was completely broken. The thermostat read 57° inside while set to 69° and it just blew freezing cold air for 20 straight minutes. Had to drag my stuff back to the front desk and switch rooms. Second room finally had working heat. Next morning/early afternoon I came back and my key wouldn’t work at all. They had never programmed it for my multiple-night stay. Another trip to the front desk. The pool situation was ridiculous. It was closed the entire first two days with a bunch of different excuses. Finally opened on day 3 for just a few hours… and there were zero towels. Front desk tried to help, but a housekeeping employee standing right there launched into a full-blown uncontrolled rant about some group that had apparently caused problems. They had three full days the pool was closed to get towels ready — zero excuse. Breakfast was the worst part. The woman running it is straight-up god-awful rude. She had nasty comments for almost every guest. The pancake machine never worked once across three mornings — and honestly it felt like she didn’t want it to work. She made rude remarks to parents and kids, and went off on multiple tangents ranting about TSA workers not getting paid at the nearby airport. It was embarrassing and made the whole breakfast area uncomfortable. The only positives were the front desk staff, who were consistently kind and welcoming, and the bean-to-cup coffee machines, which were a very nice upgrade. However, the back-of-house team (housekeeping and breakfast) desperately needs serious customer service training. The level of rudeness and incompetence is truly unacceptable. Yes, the location is convenient to the airport, and yes it’s a little loud with plane noise — that part is expected. But the constant breakdowns, poor maintenance, and rude staff ruined what should have been a simple, no-stress stay. Do not stay here unless you enjoy frustration and attitude. I will not be returning.

Signal: 0.0%