DoubleTree by Hilton Hotel Buffalo - Amherst

"Recently stayed at this hotel for a hockey tournament this past weekend as was very disappointed. We checked in Thursday evening and the front desk staff were rude and not helpful. The cleanliness of our room was mediocre and from the time of check in Thursday night to Sunday morning when we left not once was our room cleaned, restocked, bed made or linen changed. There was mold on the walls and ceiling of the bathroom. The pool was not heated and the hot tub jets were not working. Overall the stay at this hotel was not an enjoyable experience and would not recommend to anyone, this is certainly not the standard I was expecting from a Hilton hotel."

"Disappointment is an understatement. The manager was very unprofessional.Talked At guest with disrespect and had a very poor attitude from the start of her shift stating “ oh no not on my shift will people be hanging out” this was her attitude all weekend. Mind you there was a blizzard and we were trapped. They shut the pool down on the kids making none sense( false) accusations to justify their actions. Told us this is a business and quiet hours are at 8pm on the weekend. A security guy told my son he couldn’t go to get his father in the lobby because your not allowed out of your rooms after 10pm it was 10:08pm when I his mother asked him to get the charger from his father who was in the lobby. He returned to the room with no charger afraid to leave it because a Big Mean Man scared him. Unacceptable we are paying customers not homeless ppl your putting up for the night. We do a lot of traveling with our kids and have NEVER experienced such unprofessionalism. I’ve stayed at doubletree hotels several times but this is something that will stick with me before I book again. Do yourself a favor and pay the little bit extra to be treated with respect!! It’s a shame management treats guests this way and gets away with it. Hilton will go down if this is what they call management."

"Nice clean hotel just a skip and hop from U of Buffalo's north campus. The hotel treats you to a large cookie on arrival. I had a medium sized fridge and a microwave in my King bedroom. Hotel is about 15mins from the airport and airport. Upon arrival at the airport, I called the hotel and they sent the shuttle right away. The shuttle will take you anywhere within a 5mile radius as well. I found out the hard way that the shuttle doesn't begin running until 7am, so if you have an early flight, plan accordingly."

"The hotel upon entering is nice, front desk is friendly. The room is large, but no microwave or mini-fridge. Floors are sticky when walking in the rooms, overall cleanliness of the room is a 3.5/5. The first night wasn’t bad, but the second night was absolutely horrendous. Apparently you can be a group of teenagers with no adult present, and still get a room to stay up and be obnoxious until 3:00 in the morning. How do I know… because no adult was present with 6+ teenagers in the room. A friend that we were visiting, knew them from school (15yo’s). Multiple calls and a trip to the front desk did absolutely nothing to alleviate the issue. When I made the trip to the desk at 2:30am, I was met by two people, the manager on duty said that they had gone to the room, and there was no issue. So I played them a video from the hallway, 6 rooms down. Then they went back, and finally heard them. This is the same one that said she had been down there and heard nothing… apparently stopped short, because she never went to that room, as no one passed our door. “Oh, I thought you called about room…. No, that would be 10 doors down the hall. Management does not care about repeat clients obviously. They did absolutely nothing to address the issue, and made no apologies for the inconvenience. We stay almost exclusively at Hilton hotels. The Manager at checkout was unaware of any of the issues, which means staff working outside of her shift should be retrained at a minimum . The Manager was very nice and was working to accommodate and fix any issues or inconveniences. She is a rose among the thorns working other shifts and the only saving grace!"

"I recently reached Gold Member status and it was not a pleasant experience. I didn’t event get a warm cookie at my arrival which I received via a notification was waiting for me. I arrived late and maybe they’re tight on staff but the welcome clerk was not as enthusiastic as I was to be polite. Once I entered my room it was filthy and it motivated me to do a bedbug check. Luckily the sheets were clean and free of bugs but I did kill a couple of cockroaches. After day one my standard of the Hilton was lowered which surprisingly made my business stay pleasant. I think it is hit or miss from what I read in the reviews. Wish me better luck on my next Hilton stay! PS. I’ll spare you the photos."