Residence Inn by Marriott Buffalo Galleria Mall

Great staff, not so great hotel conditions First of all the low rating is not because of the staff. They were fantastic. The condition of the hotel rooms were terrible. Worst hide a beds ever. Very uncomfortable to sit on. One bed frame looked like a cat scratched it. The vanity drawers had exposed screws to fix it. The door security latch was broken. Just very aged, abused, and seemed like the ownership group didn’t care. I would not stay here again.

Terrible! It takes me a lot to write a bad review, but this place is worse off than a motel 6. I’ve travelled the world many times, and stayed at many hotels, this one is by far the worst. Check in - ZERO eye contact, the woman checking us in literally didn’t even look at us or acknowledge us. She seemed more interested in her phone. Making small talk didn’t help, this employee was clearly unhappy to be getting her pay check. Zero acknowledgement of status, which, to be honest was secondary to just being a human and acknowledging the person on the side of the counter. The room - best way to describe it, lipstick on an extremely worn down and dirty pig. The room is made to look nice, but take a better look anywhere and the place is filthy. Should have known by all the garbage strewn out around the outside, and the garbage bag ‘leafs’ stuck in the trees. Our shower was hard stop, clogged. I had to call the desk at 12am, at which point I was told that I need to call back in the morning. I had to shower, so needed to unclog the 8inch hair ball out of the drain on my own. Disgusting! What a reflection of how poorly maintained the property is, and how little staff care (you mean to tell me that housekeeping didn’t notice any of the times they came to make up the room?! Like many hotels, housekeeping is limited to on request or every second day. I requested housekeeping to clean up the filthy towels after said hair ball extraction, nobody came. Shower curtain stank like mold, no surprise when half of it was sitting in still water. Breakfast - wouldn’t eat it, due to the state of the room bathroom as well as seeing the attendant restock food items without gloves. When I went downstairs to address my concerns, I was told that nobody with authority is available until Monday. This was after watching the front desk clerk waiting YouTube on their phone, volume up, at the front desk, with their feet up on the desk, for a good while until they happened to look up. Perhaps your hotel is so poorly maintained, because your service staff just plainly don’t care. Perhaps the general manager, who is great at writing fluffy, insincere responses to many other posts on this forum should be role modelling a more service orientated approach with his team, not to mention be more visible and available, rather than demonstrate the same behaviours (fluffy posts on trip advisor rather than actioning the myriad of feedback that’s been shared about the state of this hotel. Upon checkout, I was given 250 points from the other front desk agent (technically entitled to this being a bonvoy gold or above - as compensation) and a reminder that as a customer, I can always request a new room. Because that’s exactly what I wanted to hear at the end of the worst hotel stay of my life. I’ll be addressing this with Marriott directly, as well as a call to the NY health commission for the unsafe food handling and unsanitary conditions of the room.

US Shopping Trip, Perfect location! I booked this location for my mum and I for a two day US shopping trip and it was the right choice. The location is perfect (close to the Walden Galleria Mall and the Target is just across the road). You could walk to Chic Fila and the room had a table and kitchen which was great for takeout. Arenez, trainee (not sure of the spelling) checked us in and was great! She was very welcoming, acknowledged my Marriott status (platinum) and was able to give a late checkout which came in handy for ensuring we had crossed at the right time. The breakfast was good with a selection of hot (eggs, hash browns, etc ) and cold items served just off from the front desk. We really enjoyed the oatmeal selection.

Don't stay here The bathroom had peeling paint over the shower, the toilet was loose on the floor, the mattress had no pad-just the fitted sheet. Marriott should be embarrassed to have their name on the sign. The sofa bed was caving in and very dirty. Don't waste your money here

Fine stay This was an overall fine stay at the residence inn. We have stayed here before, and it is a comfortable hotel with full kitchens, which is great when you’re staying for more than a night or two. We stay here as we visit family. The main reason I am not giving this a fantastic review is because, our bathroom flooded because as my daughter took a shower, it turned out that a massive ball of hair was blocking the drain, which I had to fish out with my hand to stop the flooding. That was clearly less than pleasant. However, when I told housekeeping, they were extremely accommodating and cleaned up the rest of the problem right away. Our room was definitely showing a little bit of wear and tear, but overall it’s still a good place to stay. And the rates were better than most of the places nearby. I like this location because it is so central because we visit friends and family all over the Buffalo area. Given that it is right off I 90, it is fairly easy to zip on and get wherever we need to go.