Hawthorn Suites by Wyndham Williamsville Buffalo Airport in Buffalo, NY

Staff/manager was argumentative and loud with another guest while I was visiting right in the public area. He kept telling them you can leave, no solutions was offered. It was intimidating as a guest I felt uncomfortable and a little afraid. The staff was aggressive towards the woman he was a man and it made me a little uncomfortable and nervous. I don’t know if he was having a bad day but that is not how you handle your patrons sir and especially in front of other guest. He could’ve took her to his office or simply not got louder when she raised her voice as well. It was more of yelling match than trying to resolve a problem. As a business you’re going to encounter disgruntled patrons but don’t add fuel to the fire, learn how to de-escalate or remove yourself from a situation you can’t solve. I was afraid to voice any concerns to the front desk due to your demeanor. It happen to two different woman and their children while I was sitting in the common place. That was so unpleasant.

This was one of the worst experiences we’ve ever had in a hotel. The outside is misleading. The inside is filthy and disgusting. The carpets in the rooms are covered in stains, there was water running down the walls and from vents, food left in the freezer, worn and stained furniture, etc. We checked out and booked another hotel nearby.

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