Fairfield by Marriott Inn & Suites Buffalo Amherst/University — Hotel in Town of Amherst

I've stayed at many Marriott hotels in the past 20 years and this has to be the worse one of all. Let me explain why as there were many reasons.

Upon checking in, I was not offered any extra points nor gift as a Gold member. Before booking this hotel, I called in to ask if I can have a few packages shipped to the hotel before my arrival and on multiple occasions it was confirmed yes I could have it sent. I even went a step ahead and contacted the hotel upon the arrival of 2 of my packages on December 30th, 2022. Mind you my stay is Jan 3-5th, 2023. Upon arrival, I was given only 1 package, while the other one was missing. I went up to the hotel and upon checking the tracking number, it said the hotel sent it back to USPS to have it sent back to the sender. The following morning, I went down for breakfast and asked the front desk lady as to why was it sent back and she said that if we don't see existing reservation or future reservation then we send it back. They basically did not do their due diligence to check for my name on the reservation and send it back. I them asked for the general manager and upon contacting him via email as the phone number did not work on the business card, he was in fact not helpful and started to put the blame on me telling me why don't you contact the shipping company etc... I also, did contacted USPS and they said there is nothing they can do as it went back to the sender already. I was basically out of about $150 USD for their irresponsible actions. Mind you they couldn't even provide me with a hotel policy on how long they hold a package for their guests. Our room was a big room with King size bed and a pull out couch but it only came with 1 garbage can and inside the bathroom, they also not clean our room and replace towels for our 2nd night there. The breakfast selection were quite poor, not much to choose from.

Overall, I would never go back to this hotel even if it was FREE. Also, Management need to be held accountable for training their employees with proper policy for holding on to guest packages and to check to make sure the guests have upcoming reservation instead of being lazy and just assume they are not...

My husband and I spent 2 nights here during the week. We are Bonvoy members, so that includes an early check-in and higher floors. We called earlier in the day to see if we'd get an early check-in, and we were told no rooms were available/clean. Around 2 p.m., we called again and were told the same thing. We showed up around 2:30pm. to check in and were told they were short staffed, and the system still did not update to say any rooms were free. It seemed like there was a communication breakdown amongst the staff. At 3:10 p.m., we were able to check in but were offered a room on the first floor. Also they computer didn't have us logged as Bonvoy members for some reason. (We were able to add our Bonvoy number and get a late check out) This wasn't ideal, but we had been on the road all morning and wanted to get a room. They said that we could check back in an hour to see if a higher floor room was available. By then, we were pretty settled and tired, so we decided to keep the room. They hotel has a pool and hottub, and we asked about it and were told it was under repair but should be up by the end of the day. The next day, we asked where it was and were told the location in the hotel, but it was down for maintenance and should be ready soon. Seems like it's been down a lot or has never been fixed. It's hard to say. They said they had a partnership with Staybridge across the street to use their pool if we wanted. The room was fairly clean. However, the sheets had pink stains, and the bathroom counter had beard trimmings on it. It felt futile to try and complain. The savings grace was the free breakfast, which had a large selection, and the free parking was great. We were also not told there was no room service (making bed, restocking, etc), we only found out when no one showed up. The location is close to shopping and very quiet. This isn't the typical experience we've had with Bonvoy hotels in the past, and we have stayed at plenty in the past. It seems like other guests have had similar...

While the hotel is nicely appointed and clean it is only good to stay at if you are on a sports team. In July while I stayed there baseball teams were there. The parents of the players deemed it their space. You could not get near the breakfast area, and the parents party on the patio could be heard at all hours in my 4th floor room. Even though it was a bad experience. I have the hotel another chance. I took my family this past weekend. Hockey teams were in. When we checked in the kids were playing hockey in the hallways. When we returned after dinner, I had to raise my tv volume multiple times because of the kids in the hallway. At 11:30 my family unable to sleep. I went in the hall to find 10-15 unsupervised youth riding stools in the hallway making noise and more. I yelled at them that people were trying to sleep and they should go back to their room. I tried calling the front desk no answer. I went to the front desk to find a number of other guest there who were also upset. The parents of the hockey players were partying in the lobby. No manager was at the front desk. When one arrived she said this always happens when we have sports teams. After eventually getting some sleep we woke to go have breakfast downstairs. On the elevator it lookedi like the inside of the doors had been spit on. The hockey teams were all over the breakfast area, no one could get near. Even if not currently eating they took up all the seats and you could not get near the food. I sent an email to Marriott that morning, no response. I called Marriott the Monday I got home. May case file was closed without anyone talking to me. I got disconnected while talking to a supervisor. Only after posting all this details on my guest survey to Marriott did the hotel actually respond saying that they were sorry I did not have a restful night Friday night. Too little too late. If you are a sports team this is the place for you. If not good luck at being a valuable guest and having a...