Hyatt Place Buffalo/Amherst — Hotel in Town of Amherst

UPDATED Response to Hotel: As noted by other reviews, non-working amenities and sinks are a chronic problem. It isn't just an unusual occurrence. We got in at 10, grabbed a bite to eat, put our stuff in the fridge, turned it to max cold and went to bed. I apologize for not getting up in the middle of the night to check the fridge. SILLY ME, I assumed it would work, despite that I read reviews stating this was a problem.It is difficult to notify the hotel staff when you aren't aware of the problem until it is too late. Finally, a deep clean? During COVID, labor shortages leave most hotels very short-staffed. I don't believe this hotel (or most others) is providing a "deep clean".

The staff was SUPER friendly and helpful. DEF the best part of this stay. As noted by previous reviews, the maintenance here is lacking. Our bathroom sink only "kind of" drained. Not a big deal, but given that other users have stated this is an ongoing issue, the hotel ought to either address it, or don't use rooms with problems. I understand the labor shortage, but PLEASE don't charge me FULL price ($300+/night) for this. BUT WAIT. There's more, dear reader. As noted by previous reviews, the maintenance here is (STILL) lacking. The fridge didn't work. I was bringing home some perishable items and I rely on fridges and freezers to keep things cold and to refreeze my ice gel packs. Again, I get the labor shortage, which Hyatt can't control, BUT--they CAN control the rates. How about a drop in pricing for SUBSTANDARD room amenities???

I also wasn't a fan of the pre-packaged breakfast. I get it's a pre-caution, but really? There are bazillions of restaurants that manage to not serve food in plastic. I am not taking a. star off for this because it is what it is in the era of COVID. That being said, the variety of hot and cold foods was pretty good and the items were fair given the circumstances.

I have only one REAL complaint, and I don't fault the actual host hotel; it is the policy of the corporation, who should be ashamed of their "pet policy/fees". Pet fees are a joke and really tick me off. A non-refundable fee for what? I have a 20-pound Boston Terrier who sleeps in his own bed and blanket on the hotel bed. I know for a fact toddlers are far bigger slobs than my dog. Hotel staff spend more time cleaning up after children who leave food, snacks, and trash behind. I would understand a "Pet Deposit" that is refundable based on the condition of the room after we vacate, and the time staff spends readying it for the next guest. But a flat, non-refundable fee is a scam, and the hotels know it's an easy money-maker for them. Not all pet parents are perfect, I am aware, but a fee that represents the condition of the room would be far more fair, honest. and less greedy.

SO--they charge FULL PRICE for rooms that are not fully functional AND an exorbitant pet fees for a mess that did';t occur and the excuse of "deep cleaning" after a pet occupies the room is NONSENSE. They can't get the staff to fix fridges or drains, so I have ZERO confidence that $75 worth of labor went into prepping our room for...

Poor room service, shockingly lazy. Here for a 3 night stay, with the intention to gage whether we wanted to book our nights here on our frequent trips to Buffalo. I'm glad we tested the waters! The room was beautiful, no complaints there. We are on our second of a 3 night stay. We told room service not to bother with our room over our stay, we should be alright. We try to consider how hard housekeeping works, and that the time they save may make someones day marginally better. We ended up getting our bedding dirty earlier today, and needed new sheets. We had to leave for the afternoon and planned to be gone until around 11 p.m. When we went to leave we requested at the front desk that our bedding be changed and we get some new towels before we returned tonight. The lady at the desk was kind and told us that it would be no problem at all, and it would be done! We came back around midnight to all of the dirty towels laying on the bathroom floor and our sheets not having been changed. The new sheets and 2 new towels were set atop of our dirty sheets on our bed and nothing else was done. I've never seen room service that when asked for new bedding, sets it all on top of old dirty sheets and leaves wet, dirty towels in the middle of the bathroom floor. The last thing we want to do on a trip is change our own sheets when we spend hundreds of dollars a night. Its reasonably expected to be done for us, especially when we made a request very kindly, to have a very normal housekeeping task completed within a 7 hour window before our return. instead of returning after a very long, and tiring 14 hour day at 12:00 p.m. to new clean sheets, we came in to our old dirty sheets on the bed. We had to strip and make a new bed, as asking for it to be done would have taken longer than doing it ourselves. We even had to remove a bunch of old, wet towels from the bathroom floor just so we could brush our teeth before bed. We travel a lot, and this interaction is something that we have never seen at any hotel, not even at $30 motels. We spent over $450 of our hard earned money. The only thing we requested was for our sheets to be changed once, and old towels be replaced. We're not even mad, were just defeated. It's sad that I've spent 2 hours dealing with this, after paying a fair value for a nice room, and to have what I would consider a relatively bare-minimum service completed. I will now only have a four hour sleep, and will be left to drive five hours tomorrow on very limited sleep due to someone's laziness. I've only ever left 5 reviews in my life; however, I couldn't sleep before I addressed this interaction, because I'm simply dumbfounded that someone did this, and thought it was okay. This hotel would have been perfect for our frequent needs, but this interaction is so abnormally neglectful, and disappointing, that I don't think we...

I was served and ate old, frozen, not cooked properly, and moldy food, not noticing at first, no variety for breakfast (same food items), eggs were awful and rubbery, staff was not welcoming, breakfast staff stared at me and my daughter and followed me and my daughter where ever we went, housekeeping harassed us when it was check out time ie wanting us to get out the room at 12:00 pm on the dot(we were all set to leave and was gathering our things). I didn't harras the receptionist when she took 15 minutes to check me out. I was patient with her. Although management offered 1 night free for the old, frozen, and not cooked properly food he didnt give any compensation for the moldy food and he stated I didnt eat moldy food no other time prior to me pointing out the moldy food to him ( he wanted me to give the moldy food back which I did) My question is how do he know I didnt eat moldy food before when he wasn't present and he didnt know there was mold on the food until we noticed it and pointed it out to him. I also sent him pictures of the mold on the food. He stated no other guests complained about moldy food. He blamed the moldy food on the vendor. Some of the other breakfast items were edible. Oh almost forgot, the refrigerator was broken and there is no microwave in the room. Lastly I had to stay another week prior to the mold incident and some of the other incidents mentioned because when I booked with another hotel and tried to cancel my booking with HYATT I would have had to pay a fee. This was a disaster!!!!!

In response to management response - Nothing is "GROSSLY EXAGGERATED" as I told the truth. THE TRUTH IS HARD TO HEAR SOMETIMES, ESPECIALLY WHEN YOU NEED CUSTOMERS TO STAY AT YOUR HOTEL. I did use 2 CREDIT CARDS to get cash back as I explained to MANAGEMENT previously when he cashed me out the first time, as the first check out time took MANAGEMENT 5 minutes using 2 CREDIT CARDS for cash back. AGAIN, LIKE I MENTIONED PREVIOUSLY, I was given a 1 day refund from MANAGEMENT for the OLD, FROZEN, AND NOT PROPERLY COOKED FOOD which occured the week before the MOLDY food and other issues came into play. There were so many other issues besides what I explained on this forum. I didn't mention this before, but I will now, one of the staff members even suggested to my daughter to order food from an OUTSIDE RESTAURANT because she knew how bad the food was. Why mention to MANAGEMENT OTHER ISSUES WHEN HE DIDN'T TALK TO ME ON HOW HE WOULD ADDRESS THE MOLDY FOOD DURING MY STAY.

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