Residence Inn by Marriott Buffalo Galleria Mall

This was our third time staying at this hotel, and it will absolutely be our last. Each visit has been progressively worse, and this stay was completely unacceptable from start to finish.

The majority of the staff appeared completely clueless, unprofessional, and utterly indifferent to the problems we repeatedly brought to their attention. It was like dealing with people who had no idea what they were doing and simply didn’t care enough to find a solution.

This is also one of the first Marriott properties we have ever stayed at where the hotel immediately charged the full stay upon check-in rather than placing the appropriate hold for incidentals and settling the final charges at departure. They tied up over $4,000 on my family member’s debit card and more than $1,000 on my card. We explained NUMEROUS times that we would be splitting the cost, yet the hotel continued authorizing charges left and right to our room without properly handling the billing. This was completely unacceptable and extremely frustrating.

Then there was the room itself.

The air conditioning broke multiple times. Staff attempted to repair it but were unable to fix the problem. Despite this, we were never offered the option to move to another room. Instead, we were handed a small box fan for a two-bedroom “suite” with a pullout sofa and kitchenette. Seriously? What exactly was that supposed to accomplish? A box fan is not an acceptable solution when the air conditioning in an entire suite is repeatedly failing.

As if that wasn’t bad enough, the room had multiple water stains throughout the ceilings. The bathroom ceiling was cracked to the point that I honestly kept thinking it looked like it could come down at any moment. There was wallpaper peeling off the walls, and the entire room smelled stale and unclean. We brought these issues to the staff’s attention multiple times, and their response was essentially nothing.

THEY DON’T CARE.

That is the biggest problem with this hotel. The staff seems completely indifferent to the guest experience. No urgency. No accountability. No meaningful attempt to resolve problems. They simply do whatever they want and expect guests to accept it.

We feel that we were grossly overcharged for a room that was nowhere near the standard we should expect from a Marriott property. The condition of the room, the repeated air-conditioning failures, the billing issues, and the complete lack of concern from the staff made this stay an absolute nightmare.

I have already contacted Marriott Corporate, and this matter will be escalated. I fully expect someone at the corporate level to investigate how this hotel is being operated and how guests are being treated.

My advice is simple: STAY HERE AT YOUR OWN RISK. Based on our experience, I would strongly recommend staying somewhere else. We have given this property multiple chances, and each visit has been worse than the last. Never again.

El tamaño de las habitaciones studio.

Room layout was great. Free breakfast was good. The kitchen was handy.

comfortable

They told me the hotel was full despite my reservation and sent me to the worst hotel in Buffalo. To say I was disappointed is an understatement. I reached out to the manager and never got a response. VERY DISAPPOINTING

Great staff and breakfast service.

The pool was great and breakfast was fully stocked. The kids loved the waffles.

The staff was super friendly and helpful. Breakfast was really good. Pool was open and kids got to swim! It was just a very pleasant stay.

Great hotel and front desk staff. Rooms are clean and comfortable. Always my hotel of choice when in Buffalo on business!

The breakfast was great! So convenient