Holiday Inn Express & Suites Buffalo-Airport by IHG

Reviews

• WL

  Warren Luong

  4 days ago
  1.0
  We checked in April 16 around 5pm for 3 night stay. On Friday April 17 we told the front desk (Olivia) the AC in our room doesn't work the thermostat show room temperature staying at 72F even those we set it at 66F. So happen Steve (the maintenance gentleman) was sitting at front desk and heard our conversation, he went to our room and reset the thermostat and told us to give it 10 minutes and see. After 10 minutes he follow up with us and I told him no different in fact the thermostat show room temperature was climbing now read 73F. So he told Olivia (front desk) to let us switch room which i think is good customer service, but fortunately this is where the issue started. We switched room on Friday April 17 around 11 o'clock am. After we empty belongings from the old room, I went to front desk and LuLu from house keeping said I can give her the key to the old room so I did. On Saturday April 18 around 10 o'clock am when I was about to use the electric thermos to put my daughter's lunch in for her dance convention and realize we left it in the old room. Immediately I went to front desk and notify Olivia, then she went with me to the old room to check it was gone. I know no new guest had check in to thatvascit was completely clean. Olivia said she will contact head of house keeping. By 9pm no update so I went to front desk another lady was on duty I explained to her the situation and she call someone she state was head of house keeping and said didn't see when she inspected the room after it was cleaned but also said they will ask the house keeper that clean the room tomorrow which is Sunday April 19. When Sunday April 19 come the day we need to check out did not get an update. So we ask Olivia at front desk again while LuLu (head office house keeping) and Carmelo Lopez (General Manager) was also present at the front desk. Lulu stated "this is the first time she heard about the issue" while I saw front desk lady called head of house keeping in front of me the night before. Now they both said they will look in the lost and found room with no luck. After having a long conversation with Carmelo and showed him the carry case of the thermos, the user menu and picture of the thermos, he started to hint to us that we might not have bought the electric thermos on this trip. Then I told him that we used on Friday morning to heat lunch for my daughter then cleaned it and left it between coffee maker and ice bucket to dry and also why would we have the carry case and menu if we did not bring it with us. Then my wife said to him if house keep found something that does belong to hotel atleast have the courtesy to tell front desk and return it to guest and Carmelo start raise his voice and said we did not loose your stuff and lose your stuff and I reply we did not wanted to change room is your room that have problem and move us to another room and we are will staying at the hotel for one more night so it a courtesy if we left something behind in the old room to return it to us. Then Carmelo took down my number and email and said he will check the camera to see who cleaned the room and see if the person have the thermos on his hand when he or she come out of the room and contact us in a few days with an update. It have been a week with no phone call or email with an update. I hate to think that way but to me the reason he did not contact me is that he saw something on the camera that he can not explain to me. My concern is such a big hotel chain with house keeping so dishonest. They know we only switch room they know our new room number if they find something in our old room but choose not to return to us instead kept it . And general manager does not follow up with guest concern. I will not trust this hotel chain anymore and will not use this hotel chain again. As my daughter have a lots of dance competition and convention each year and we do atleast 5 to 6 booking each dance season.
• AL

  Anja Langlitz

  6 days ago
  5.0
  Wenn man ein Hotel am Airport bucht, hört man halt die Flugzeuge, aber da es kein sehr großer Flughafen ist, gibt es auch nicht sehr viele Starts und Landungen.
• CT

  Corry Tuskey

  Apr 21, 2026
  1.0
  Wasn't given a room key due to their system being down and had to be escorted to my room every time I needed to get back in. The internet was so slow that I could barely open emails, not joking, outlook was genuinely having a hard time. And that's with what looks like maybe 10 cars in the lot, so either they have a an internet plan from pre 2010 or it is being throttled to this. Finally, after I finished work I went for a shower and the shower was clogged... I went downstairs to the front desk and calmly explained my issues and asked for a refund so I could stay at a different IHG but they refused and simply changed my room. Still with no key card... Just a bad experience..
• JD

  Joe Dirte

  Apr 11, 2026
  4.0
  Great staff up front, and the shuttle service for flights/rental cars etc was great. For some reason neither of our rooms had working AC... But we survived anyway.
• MW

  Meat mix WILSON

  Mar 29, 2026
  1.0
  Stayed at the Holiday inn for a hockey tournament this weekend 3/27. Friday night, we were kicked out of the lobby by an Employee name Sam.. Sam was ruthless with targeting our kids, telling them he's calling the police because we didnt go to our rooms at 10pm due to quite hours. During this weekend both times we were approached by Sam, harrassing us repeating he's calling the police and being treated like were not welcomed. This is not acceptable period..The way he talked down to us was unacceptable. I personally had words with Sam and asked him to call the police due to his behavior. Last time I checked were the guest, and to be treated this way after spending hundreds of dollars is crazy. I hope you make changes to you staff. I know finding good talent is hard now days, but please hire ones who are customer focused and not ones collecting a pay check. Sam seems as if he just collecting a pay check.

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