M Hotel Buffalo — Attraction in Town of Cheektowaga

We reached out to the hotel on 2/8/2025 to inquire about the Super Bowl that they have thrown in the past - we attended in 2023 and it was fantastic. We were advised that they were having that party again and that they had rooms for rent. Later on that day, I made a reservation online - through the M Hotel site - and was advised I would be sent an email with confirmation details. I never received the email and a few hours later reached out to the front desk to ensure we had a reservation. I was advised that there was no reservation for me on 2/9-2/10, I then made another reservation. I called, and was advised that I now had two reservations. I cancelled one. I then ensured that they were having the football party by a third employee. ||Upon checking in on 2/9, we discovered that they were not having the party as previously reported. And that they have no idea why anyone would have told me that they were having it. We were advised that we could order food from the bar if we wanted. We ultimately ordered from out of the hotel. We attempted to use the arcade, but the coin machine was not operational. The front desk provided me a roll of quarters - but none of the arcade games actually worked. 3 of the games took our coins and the game did not work, nor return the quarters. At that point, I was too annoyed to go say anything else because anything else we had attempted to get assistance on - was a fail.||Realizing later on that I had not ordered enough food and wanting to watch the football game in the bar, I ordered loaded fries from Twigs. When my partner arrived, we ordered two cocktails. When I went to cash out, the bartender advised me that the cocktails were on the house and I would just need to pay for my food order. I was very grateful for this and I tipped the bartender adequately. ||Before going to bed, I ensured with the front desk staff that I had a late check out of 1:00PM. ||In the morning, 6:30AM, I arrived at the breakfast buffet and was disgusted by the food options available. Stale bagels, rock solid bread slices, powdered eggs, sausage that smelled like feet, bad cereal options, old fruit. It was overall a breakfast that wasnt worth the time or energy put in by the staff to have it available. Later in the morning, 9:10AM, hotel staff knocked on the door to provide housekeeping. We advised that we had late check out. I then ensured with the front desk staff, Natel, that I had a late check in - she advised that we did not. She indicated that they did not have a lot of rooms to turn over and our check out could be 12:00 or 1:00. I initially said 12:00 and was thinking I could change it to 1:00 if I chose to, when I called at 12:30, I was advised that any further late check out would result in a $25.00 charge. ||We proceeded to leave the room at 12:00, I had left a cash deposit on the room and checked out with the staff, Natel. She advised that there were two charges to the room, one for $30.17 and another for $29.26. I inquired what that second charge was seeing as the staff the night before in the bar had ensured that the drinks were being comped. She indicated that she could not do anything until her manager was off the phone. While waiting for the manager to get off the phone, Natel charged my card 3 times for the purchases that she had ensured me she was going to handle. She then told her manager who had come out due to my loud tone that the transactions were completed and that I was all set. This to me means that she had not planned on assisting me with the charges that were in error.||At this point, I was livid with the amount of false information and lies that had been told to us regarding our stay. I demanded my cash deposit back. The manager, who had previously been on the phone in the office was with Natel, Sabrina (?), her only concern was that I was being loud and nothing to do with the fact that her staff was lying and attempting to make fraudulent charges. ||This hotel is not worth a dime and should be avoided unless you want to be in a trap house where the toilet seat hits you on the back because they couldnt have been bothered to put a toilet in the room that actually fits the...

Where should I start with the lies this establishment provided me with, instead of quality service..... Lets start with a backstory, in 2023 we had a room here for the Super Bowl. They had a great party in the bar/community area and it stayed in our memory as something fun to do for the Super Bowl. This year, we contacted the hotel on 2/8/2025 to not only see if they had courtyard rooms available but to ensure that they were having the same event for the Super Bowl. We were told by whomever we spoke with at the front desk that they were having the super bowl party and that they had courtyard rooms available. Later on that evening, I made a reservation through the hotel website. I was advised that I would receive an email with my confirmation information. After not receiving any email, I reached out to the hotel directly where I indicated the dates of check in (2/9-2/10) and inquired if I had a reservation, I was told that I did not have a reservation. I confirmed my last name, spelling it repeatedly, and confirming the dates again. I was again advised that I did not have a reservation. I then made a second reservation, again was advised that I would receive an email confirmation and again did not receive email confirmation. I reached out to the hotel again and spoke with someone in their reservations department who confirmed that I now had 2 reservations. He advised that the front desk person must not have been looking in the correct place to confirm for me the first time I called. The person on the reservation line advised that I would be penalized for canceling the first reservation and that I could avoid that by handling it with the hotel directly. I reached out to the front desk, this time speaking with a second staff. She confirmed both reservations and advised that the first phone call, the staff was not looking at the correct date. She cancelled the reservation for me and again confirmed that the hotel was having a super bowl party on Sunday. Upon checking in on Sunday 2/9/2025, we discovered there was not any party happening and that we could purchase food from the bar. I inquired about the party with both the front desk, the waitress and the bartender and was advised of a different answer from every individual. None of which explained why I would have been told that there was a party when it was very clear that there had been no planned event. My family and I ordered food for delivery and planned to speak with the manager regarding the lack of correct information in the morning. Later that evening, I was still hungry and wanted to watch at least some of the game in the bar. I spoke with the bartender, who advised me that he had not heard anything about the party and that the hotel did not have enough capacity for anything like that. He was unsure why anyone would have told me they planned to have one and maybe they thought I was referring to the breakfast buffet, thats another story all together. I ordered loaded fries and shortly after I ordered two cocktails. The bartender assisted me with ice, as the ice machine on my floor did not work. He assisted me with napkins and utensils for the food we ordered out of house, since the front desk was unable to accommodate that request. When I went to close out the bill, I was given only the bill for the loaded fries, totaling $15.17 and was told by the bartender that the round of drinks was on the house based on the owner purchasing the first round. I was unsure if this was a standard practice or if because I complained about the lack of a party. Nonetheless, I gladly accepted this and I tipped the bartender adequately. I was under the impression that my bill was paid in that moment to the vendor and not ultimately charged to my room. Prior to returning to my room, I ensured with the front desk that I had a late check out of 1:00PM. This is not the end of where this stay...

GHETTO ||After checking in, I was given a key to a room that temperature was set to 60 degrees, which would have been fine as it is the summer, however the room was closer to 80 degrees. I called the front desk only to be put on hold for an extended period, which lead me to carry all my luggage back to the front desk. I was helped and given a different room on the 6th floor that was much cooler so that was good, however yes, the furniture is outdated, and yes the bathrooms looked weathered. The towels were quite thin and nothing to brag about. |The noise level was a bit ridiculous. For example, the alarm was going off in the room next door to me, and I called the front desk to let them know, but yet again I was put on hold for an extended period of time, so I had to walk down to the front desk to tell them the alarm had been going off for over 45 minutes. Fortunately, they called someone to go into the room to turn it off. |Clearly the front desk needs more help during "check in hours". |The walls are thin as I heard the man next door to me speaking on his phone as well as the woman he was talking to on speaker. I could have done without that. |Fortunately, the room stayed cool throughout the evening. |In the morning, I had to leave the hotel at 4:45am to drive to the airport. Upon leaving all the doors that I entered through the day before were impossible to exit from. I ended up spending 15 minutes doing laps around the building with luggage and my 4 year old son in tow only to realize that the only way out was through the front door. I had walked with luggage past the front desk so clearly I was trying to leave as a young woman and man just said there , no good morning, no "do you need help". I told them I was checking out and dropped my keys in the box. Do you think they would have stopped me as they saw me trying to find the exit out of the kitchen to go to the back of the building? Nope. They just sat on their butts. Instead they let me walk around without saying a word until I asked about the exits. Once in my car I realized I was having issues with my phone so I called the hotel to get directions to the airport. The woman who answered put the guy on, yet neither of them had a clue if I should go East or West to get to the airport. They told me they had a shuttle and the driver knew but yet they didn't bother trying to find him to ask so I turned around irate at this point and demanded the driver. The guy told me he was "in the kitchen" so I said, well go get him and after walking around he finally decided he would drive the shuttle so I could follow him to the airport. The woman at the front desk told me that once I leave the hotel they can't give me directions over the phone. She also said that she doesn't drive to the airport everyday so she doesn't know which direction it is. I responded with neither do I but I could direct someone to the airport from my house and being that the hotel advertises to those needing to depart to the airport, you would think they would have half a brain to know their directions or perhaps pull out a phone or look it up on the computer for a guest. Afraid not, awful customer service. |I will never return to this hotel, the customer service is terrible and the facilities are in need of desperate updating. I would also not recommend this hotel to anyone. For a hotel that is so close to the airport its incredible that people who work at the front desk don't know that people should be traveling EAST to get to the airport which is...