Hawthorn Suites by Wyndham Williamsville Buffalo Airport in Buffalo, NY

Having stayed at this Hotel many times over the past few years, my wife & I have seen this Hawthorn go thru many management & staff changes. Most of the changes were for the worse ever since Hawthorn took over this location from Staybridge Suites a few years back. On our latest stay in mid November, My wife & I noticed a very nice difference with the staff from the front desk to housekeeping. Then one afternoon on the way out of the Hotel, I asked a gentleman who appeared to be in charge if he was in fact management to which he said that he was. I complimented him on a number of positive improvements, to which he replied that this was only the beginning as Staybridge Suites has come back to take ownership and big plans are to follow. Rooms will be redone from the kitchens getting remodeled as well as new furniture and painting are all to follow. I have stayed at many Staybridge's on the east coast and have always had a great stay including this one back in the day, The manager also said the Social hour will return for those of you who are familiar with the Mon - Wed free beer & food offered. I believe this makeover will be ongoing for the next several months. We will be back to this location in the spring & personally can not wait to see what changes are in store !

I am not one that likes to write negative reviews without giving the establishment the opportunity to address the issues. I had sent an email and I had called the hotel multiple times to address the issues we had and not one person had the common courtesy to respond to me via email or would call me. This is NOT how you win back customers. Here is the email that I had sent: To: Hawthorne Wyndham Hotels, Williamsville NY From: Tim Irwin & Annmarie Re: Our Stay - October 17th thru October 21st Reservation # xxxxxxxxx (Reservation somehow was under Alison G) To Management: I wanted to recap our stay that my wife and I just had with you from October 17th thru October 21st. We came into town for the Bills game and to see family and friends and wanted to try your hotel. My wife had booked two rooms, one for us and another for a good friend. When we arrived, the first thing I noticed before even entering the hotel was the chipping paint on the front entrance along with the rust on the metal beams above. Nothing a can of Rustoleum spray paint and can of paint couldn't fix. First Impressions are Everything. When we checked-in we asked that our room be charged to us and the other room is charged directly to our friend. The front desk agreed, great no issues. We went upstairs and it took a few tries to get the door open, didn't really think anything of it, accept maybe the card was a bit sensitive. The room we were in was room 224. At first look all seemed ok, but that was not the case. The dresser in the room was missing a knob. Refer to the photo above. One of the doors into the bedroom the one closest to the bathroom was actually falling off the hinges, I had to ask to have it fixed so it would not fall off. The closet doors next to the bathroom would not even close. One of your employees looked in disbelief. On Saturday night the room directly above us flooded and the water was coming thru the ceiling and thru the light fixture (can you say electrical fire). We wanted to move rooms but were told the hotel was sold out. My wife was very upset and concerned that a fire could break out. Two our of the three bottles in the bathroom, the body soap and conditioner were EMPTY, they were never refilled The couch has stains, when was the last time that was ever cleaned professionally? The sheets were marked with a black magic marker with the letter "K". I am assuming the letter "K" stands for king size sheets. Is your staff not knowledgeable enough to know what size sheets they are using they have to actually mark the sheets? On Friday October 18th, I had ordered take-out food, when my order arrived, I went downstairs with my room key and when I returned I could not get into my room. It took approximately 20 minutes for someone to let me in as they had to change the batteries. At this point my lunch was now getting cold. I used the Washer and Dryer on Saturday night and asked how long the wash was going to take and was told 45 minutes, two hours later it finished (that is only for the wash not the dryer) When we checked out both rooms were billed to our account refer to above where we specifically asked that the rooms are charged separately. Refer to my comment above when we checked in. Attached are a couple of photos. My wife has a video if you want to see if of the water coming down from the ceiling. Too say the least this was a far from stellar experience.

Breakfast was great, room was comfortable. Yes furniture is old and tired but it’s comfortable and spacious and you get what you pay for. Perfect option for a 1-2 night stay. Loved the separate bedroom/lounge/kitchen spaces and the bathroom layout was great too

BUGS, GNATS, FILTHY, SMELLED, RUDE STAFF. HORRIBLE AND DIGUSTING HOTEL EVER!!! Worst hotel experience of our life. Was our first and will be last time staying here. For any hockey or sport director out there, please never enlist this hotel as your “stay and play” agreement for the shake of our health and the headache for dealing with their rude staff and unreasonable policy. We didn’t think to check reviews as it was listed by hockey tournament director. Front desk name Sunny or Sonny incident: We had 2 reservations: 1 for Wed 10/09 thru Thur 10/10, not part of “stay and play” ice hockey tournament agreement. This was our extra night booking and already paid for. The other reservation was under “stay and play” agreement for Thur 10/10 thru Sun 10/13, which we were obligated to stay at this hotel under “stay and play” agreement with the hockey organization. We were told to call the hotel give them a heads-up if we plan to check-in late (which we never have to do for any other hotel brand), but we did call anyway on Tues 10/08 giving them a heads-up that we will be checking late, around 4am on Thur 10/10 for the first reservation due to 7 hours drive from where we are. Natalie, the front desk told me that she wrote down the note. Arrived at the hotel 4:20am on Thur 10/10. Went inside to check-in. Saw Sunny walked away from front desk toward somewhere (later found out he was headed to the restroom). Said hi to him. He stared at me, no response, and continued walking toward the restroom. I thought to myself, he must not be working here. Waited at the front desk for 10 minutes with no ones around. Then Sunny came out of the restroom. Asked him if he is working here. He said “YES”. I asked, “Can I check-in?”. He said rudely “NO.” I thought he was being sarcastic, then I asked, “are you serious?” He pointed at the hotel policy sign and rudely said “IT’S HOTEL POLICY, CAN’T CHECK IN UNTIL 3PM” (FYI- The hotel policy sign states “Check-in time 4PM. Check-out time 11AM”. The website states “Check in 3pm, check out 11am”; nothing says guests cannot check in LATE after 3PM for the night paid for.” I explained to him, we are from the hockey team, already called ahead about late check-in (Natalie wrote down the note), and this is the extra night we booked and already paid for. Sunny said he don’t see any notes, and alleged Natalie is the new hiring, so she doesn’t know anything, and refused to check us in. I asked to speak to the manager. He said no manager on site; he is the ONLY staff onsite, and I can speak to the manager in the morning. I demand him to check us in since I can’t talk to the manager. He ended up said he can check us in manually. Went to talk to manager at 8AM, but no manager on site again. Spoke to and told Natalie about the incident I had with Sunny at 4:30AM. She once again said “3PM check-in hotel policy.” I asked what does that mean, “3PM SHARP”? no one can check in after 3PM?” She then told me, the check in time period is 3PM until 3AM. If your hotel policy check-in time at 3PM firm/sharp (not allowing guests to check in late after 3AM for any reservation that paid for), and do not accept courtesy head-up call, then make it clear on your hotel policy! No where indicate that guests MUST check in by 3PM SHARP or 3PM – 3AM. With a normal hotel policy, if we paid for a night of check-in time 3PM and check out time 11AM, then we are entitled for that whole timeframe as long as we check in before 11AM and check out at 11AM of the checkout day. If that is not the case because of your ridiculous hotel policy, then make it clear in writing! Don’t just keep saying “3PM check-in hotel policy.” We weren’t asked to check in early; we asked to be checked in late for our reservation! Filthy and smelled: After 30 minutes incident with Sunny, we finally checked in. From the hotel hallway to our room 207, it smelled so bad, musty, moldy, pets’ urines. The smell inside our room is even worse than in the hallway. If it wasn’t for our “stay and play” agreement that we obligate to stay here (as we will be charged regardless of if we go to another hotel), we would just leave. Bathtub is so dirty. Carpets appear to be haven’t cleaned for years. Bugs on pillows. Gnats fly around the room. Wallpaper and ceiling paints are peeling off and ready to fall off any time. Curtains and drapes won’t shut. Elevator wasn’t working, and only worked on the day we checked out. Fire alarm woke us up at 7:30am. It went on for 5 minutes, but no one evacuate. After it turned off, then it did a beep for every 15 minutes for a few times. With the hotel appearance that we see and smell, we weren’t even dared to eat their free breakfast because who knows what it’s like in their kitchen making breakfast and use their pool, etc. Service: We booked a room for 2 adults and 2 kids, but only 2 bath towels provided. Asked the maid for 2 extra towels and never get it. We have to ask again on the second day for the extra towels. The room doesn’t even have extra lining for the pull-out sofa.

We stayed at this facility on 9/28 and found that our room (202) was in the process of renovation. The refrigerator, stove, microwave, etc., were all missing...as were drapes (see pics). The clerk at the desk said that no other rooms were available, but that we should contact a manager about the situation on Monday (today). I called, but the manager didn't respond. I think that other motel options in the area would be better choices.