Maintenance review insights for New York, United States

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.

1. We booked for 5 people and there are 2 towels in the room. I asked for more towels downstairs and he handed me extra sets promptly. If I asked for something, they have immediately. So great service. Room was very nice. Shampoo, soap and conditioner in dispensers. Plus one bar of soap. Hairdryer. No other amenities in bathroom. 2. Sofa did have stains. Maid could be heard on the phone next door, supposedly cleaning for an hour. 3. Coffee maker. Sink with hot and cold water for drinking. Only two glasses for water and two paper cups for coffee. For a room of 5. One extra blanket and one extra pillow for two queen beds. Exactly 4 hangers. 4. 4th floor has nice view of city. 5. Parked two blocks down, as it’s cheaper and we wanted access to the car, instead of valet. 6. Breakfast was great. Came with the room. Waffle maker, but no whipped cream or chocolate sauce. Custom omelet station that had 3 diff cheeses, lots of fresh vegetables, jalepenos, meat, and even egg whites. Chef had a jalepeno topper creation work cream cheese. I asked for cream cheese on my non-jalepono and he was happy to do it. And more scrambled eggs and sausage in buffet. Nice pastries and jams. Oatmeal with toppings, no nuts at all. Hot water for tea, and an additional spigot for hot tea. They had regular decaf tea, regular tea, and a few other teas. To go utensil kit was there but not to go bags to grab and run. 7. No tea/coffee station downstairs in the afternoon. There was a bar with good attendance. 8. 30 min drive to Niagara Falls

10/10 every single time. Only hotel I’ll stay for work.

10/10 I travel a ton for work and pleasure and my stay here was the best experience I’ve had in a hotel in ages. The staff was kind, helpful, and proactive. The rooms were beautiful- clean, spacious, and comfortable. I will definitely book this property again.

10/10 recommend staying here! I stayed here for work for a couple weeks and the room was very spacious, extremely clean and staff are very friendly/helpful. 10/10 recommend staying here. Location is near anything you want to eat or might need to shop! The pool area is also nice/clean!

10/13-14/25: Excellent service from hotel staff. Wynona checked us in on Monday morning, and I opted to pay the $50 early check in fee (which she later waived). She also added the mini fridge at no charge. On Tuesday, we needed to move to another room (split reservation) & Vivek was doing desk duty. He informs me I have been selected as Guest of the Day & upgraded us to a much larger roof top room with terrace and a pretty nice view at no additional charge. I’ve always believed in acknowledging the hard work performed by hotel staff. I guess I was rewarded for showing my appreciation. Everyone here was SUPER! 😎

I recently stayed at the Mansion on Delaware on a Friday night (reason for specifying night forthcoming!). I selected the hotel due to good reviews - and it seems on point with what I found online. They have butlers (though I did not use extensively). The room I had was a queen bed with fireplace (though I couldn't figure out if it was functional!), the bathroom had a shower with multi head shower heads/bathtub (with jets) available - though directions were not provided and would be a nice bonus. Water was hot, but shower pressure wasn't the best. Toiletries were available (there were 2 sinks in the bathroom and there were 2 of just about everything travel sized - shampoo, conditioner, lotion, bar hand soap, liquid body soap and even mouthwash!). Room came with a hairdryer, 2 terrycloth robes and even a yoga mat for use. There was even 2 water bottles and a single serve coffee machine. There wasn't a mini fridge but that's fine! Bed was decent. There was a desk and 2 chairs near bay windows, providing a lot of natural sunlight. A couple notes: the carpet is a bit dated and did scrunch in areas (could use a replacement) but overall was fine. A nice added touch would have been [disposable] slippers due to the dated carpet but thats fine. Second, if you can't do much light with sleeping, bring an eye mask - there is a lot of light in the room which had basic low end blinds (not blackout curtains). Last, if booking, especially during busy seasons or maybe even weekends, just beware that some of the premium grand rooms with the bay windows face Delaware street and there was plenty of 'loud cars cruising by showcasing bravado' well past midnight. Earplugs will be necessary. I did not hear much noise between rooms or from the nearby elevator, etc. BUT the street noise was prevalent well into the night (at least until midnight if not later). The only other tricks would be minor updates to finesse the rooms (like updating caulk or thorough dusting of heaters even when not in use, etc) to maintain the high quality of the space. Otherwise, I enjoyed the stay. Breakfast was delicious, cooked to order. And you even get a free wine/beer at checkin.

Review rating: 5.0

National Sales Meeting a Success! I organized our National Sales Meeting at Queen's Landing, bringing 130 people to this hotel. I have organized NSMs for over 20 years and I would put Queen's Landing in my top 5. Not only is the hotel beautiful and in picturesque Niagara-on-the-Lake, but it's the staff of the hotel that make or break these meetings. Kelly was my main contact. Kelly was on top of the all the details and changes so that when we arrived everything was set to go. More importantly, on-site, she was always available and happy to help with any request. The entire team, from porters to AV were really good to work with. The attendees also gave rave reviews! We are headed back in 2 years to do this again!

Review rating: 5.0

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%

1. We booked for 5 people and there are 2 towels in the room. I asked for more towels downstairs and he handed me extra sets promptly. If I asked for something, they have immediately. So great service. Room was very nice. Shampoo, soap and conditioner in dispensers. Plus one bar of soap. Hairdryer. No other amenities in bathroom. 2. Sofa did have stains. Maid could be heard on the phone next door, supposedly cleaning for an hour. 3. Coffee maker. Sink with hot and cold water for drinking. Only two glasses for water and two paper cups for coffee. For a room of 5. One extra blanket and one extra pillow for two queen beds. Exactly 4 hangers. 4. 4th floor has nice view of city. 5. Parked two blocks down, as it’s cheaper and we wanted access to the car, instead of valet. 6. Breakfast was great. Came with the room. Waffle maker, but no whipped cream or chocolate sauce. Custom omelet station that had 3 diff cheeses, lots of fresh vegetables, jalepenos, meat, and even egg whites. Chef had a jalepeno topper creation work cream cheese. I asked for cream cheese on my non-jalepono and he was happy to do it. And more scrambled eggs and sausage in buffet. Nice pastries and jams. Oatmeal with toppings, no nuts at all. Hot water for tea, and an additional spigot for hot tea. They had regular decaf tea, regular tea, and a few other teas. To go utensil kit was there but not to go bags to grab and run. 7. No tea/coffee station downstairs in the afternoon. There was a bar with good attendance. 8. 30 min drive to Niagara Falls

Signal: 0.0%

10/10 every single time. Only hotel I’ll stay for work.

Signal: 0.0%