Hilton Garden Inn Buffalo Downtown — Hotel in Buffalo

This property is located in the worst part of Downtown Buffalo, directly across from a park where the homeless sleep daily, and adjacent to cigarette hustlers, panhandlers, and public drunks. On May 24, 2022 at approximately 7:45pm, walking toward the hotel, there was a gentleman on an electric bike, disheveled, and put me in the mindset of a street predator. Even after going out of my way to avoid him, he started screaming obscenities. I did not feel safe. I went into the hotel anyway. At the front desk, there was a young lady, blonde and about 26 years old, and a young gentleman, also about 26, beard and glasses, seemingly nice. I asked, "Is there a restroom I could use?" The young lady said, "It's right down the hall, to your left. Just use your key", and immediately hopped on the phone and made a phone call. I was confused; no hotel I have ever been told me to “use my key” in the lobby. I said, “Oh, I’m not a guest.” The young lady, without looking up from the phone, making zero eye contact, points diagonally to the window. “You can use the…”, and didn’t finish the sentence. “The..what?”, I said. Then, both associates pointed. Use the public library.

This property is in an area that is sketchy during daylight hours, then to be met with dismissive front desk service, I can only imagine what staying there would be like. Standing in the lobby, with “clowns to the left of me” and “jokers to the right”, there I was, stuck needing to use the restroom (the public library was closed). This made me remember an incident I had with another member of the staff who wouldn’t let me charge my phone on a Buffalo winter night. I was left to get home, alone, without a phone.

Unlike the Westin Hotel, whose staff is so welcoming even the cleaning staff gave me a brief tour of the lobby amenities and room service robot, or the Curtiss Hotel with its free chocolate cookies at the front desk for its guest and rotating restaurant floor, the staff at the Hilton Garden Inn seem to specialize in making someone feel like no one. There is a display of lemons in their lobby, a direct symbol of their...

I stayed at the Hilton Garden Inn Buffalo Downtown for one night on April 22. I was a part of a 40 people group on a business trip. Got a nice double room #1308. After I unpacked and got ready for meeting, I decided to take a quick nap. Immediately I noticed wet mattress. I pulled a sheet and mattres cover to discover a wet stain with telling orange circle around it. It was clear that housekeeping had failed spectacularly—while it appeared they had changed the sheets, they neglected to clean and dry (or even through away) the mattress itself, leaving it in an utterly unacceptable state.

When I reported this to the front desk, they offered another room and complimentary item from the lobby shop. It was too late for me to change room, I had to leave for a meeting and I already checked another bed, it was OK to sleep in. A housekeeping supervisor was sent to verify the bed’s condition and confirmed the dampness.

The front desk assured me that a manager would contact me “ASAP” to address the issue, but that promise was empty. Two days later, having heard nothing, I called and spoke with an assistant manager who offered a measly 15,000 Hilton points—equivalent to about $50—as compensation. This paltry sum was an insult, considering the inconvenience, discomfort, and health concerns caused by their negligence. To make matters worse, the assistant manager’s tone suggested this was a routine fix, with no genuine apology or effort to make things right.

This experience exposed a systemic failure in housekeeping, management, and guest relations at this Hilton Garden Inn. The staff’s indifference and the hotel’s inability to follow through on promises reflect a complete disregard for guest satisfaction. For a brand like Hilton, this is unacceptable. I mostly stay at Mariott properties and Hilton was not my choice for this trip. I strongly urge others to avoid this property unless you’re prepared to deal with substandard rooms, dismissive staff, and empty assurances. Save yourself the frustration and...

I stayed at the Hilton Garden Inn Buffalo Downtown for one night on April 22. I was a part of a 40 people group on a business trip. Got a nice double room #1308. After I unpacked and got ready for meeting, I decided to take a quick nap. Immediately I noticed wet mattress. I pulled a sheet and mattres cover to discover a wet stain with telling orange circle around it. It was clear that housekeeping had failed spectacularly—while it appeared they had changed the sheets, they neglected to clean and dry (or even through away) the mattress itself, leaving it in an utterly unacceptable state.|When I reported this to the front desk, they offered another room and complimentary item from the lobby shop. It was too late for me to change room, I had to leave for a meeting and I already checked another bed, it was OK to sleep in. A housekeeping supervisor was sent to verify the bed’s condition and confirmed the dampness.|The front desk assured me that a manager would contact me “ASAP” to address the issue, but that promise was empty. Two days later, having heard nothing, I called and spoke with an assistant manager who offered a measly 15,000 Hilton points—equivalent to about $50—as compensation. This paltry sum was an insult, considering the inconvenience, discomfort, and health concerns caused by their negligence. To make matters worse, the assistant manager’s tone suggested this was a routine fix, with no genuine apology or effort to make things right.|This experience exposed a systemic failure in housekeeping, management, and guest relations at this Hilton Garden Inn. The staff’s indifference and the hotel’s inability to follow through on promises reflect a complete disregard for guest satisfaction. For a brand like Hilton, this is unacceptable. I mostly stay at Mariott properties and Hilton was not my choice for this trip. I strongly urge others to avoid this property unless you’re prepared to deal with substandard rooms, dismissive staff, and empty assurances. Save yourself the frustration and...