Hampton Inn & Suites Buffalo Downtown

"Before booking a room, I called to check with them that their hot tub was open. This was a hard condition to where I choose to stay, and I chose this hotel over others because I was told the hot tub was open. I literally asked "IS YOUR HOT TUB WORKING" and they said yes. Hot tubs are a unique experience I never get, and if I spend money on a hotel, I'm going to one with a hot tub. I check in, and the manager says it's been non-functional for a month. I told her that's why I booked here. She says "don't know who that was on the phone" and then she takes a phone call before I could say anything. Gave me no time to discuss it, no real consideration for how I was faked into spending money here, no empathy, no resolution. It left me with a real sour start to my night here and I'm so bummed that I came here, I could go anywhere else that offered what I was wanted. I've never really been screwed at a hotel before but now I get how bad it feels."

"Aurora should not be in a position of customer service. I have stayed here a few times for work and had a good experience overall. Unfortunately, one poor employee is all it takes to receive a detractor. The incident: I received my stay charges and noticed I was charged for an additional day that I requested canceled. I called the Hotel to inform on the matter. Aurora immediately raised her voice to me, was aggressive and disputed the fact. She then checked with a co-worker and confirmed that they failed to put in my check-out. No apology, nothing. To say Aurora was unprofessional is putting it lightly. I will no longer be staying at this hotel, unfortunately."

"My room had a used soap in the shower so I don't know how clean it actually was. Front Desk and breakfast people were friendly and welcoming. Not much to say about location as I didn't venture out in the snow."

"Breakfast was amazing! Coffee at all hours. Fit 5 in a room!! Yay for big families! The indoor pool is heated and has a whirlpool too. The fitness center is larger than expected. Laundry facility is great for light packers!"

"I stayed here on November 27-28, 2023 for work. I have to say the staff was very nice and accommodating. My heat wasn't working properly in my room so Aurora, the manager at the front desk, gave me her personal heater to take to my room for my stay. She didn't have to do that and I thought that was very nice of her to do so. My little nephew came to visit the next day and they gave him a little treat and he was so happy he said he wanted to come stay at the hotel again lol. I appreciate everyone at the hotel being so nice. Thank you guys!"