Aloft Buffalo Airport — Hotel in Town of Cheektowaga

We used the Aloft Buffalo Airport Hotel for long term parking while we were away on vacation. The price is much cheaper than the airport parking and the shuttle from the airport was easy and quick. Usually we have a hard time with shuttles, but the Aloft shuttle was perfect and on time. Upon returning from our vacation, the shuttle dropped us off at our vehicle. We realized something was wrong immediately and it turns out that while we were away that our car got broken into and there was an attempt to steal it. I am rating this hotel a five star because of Calvin at the front desk and his amazing service despite this occurring during the middle of the night. Calvin is the reason why we will always choose to stay at Marriott locations and he embodies their exceptional customer service. What happened to our car was no fault of the hotel and the police officer informed that this is extremely common in the area with Kia and Hyundai vehicles (which we own). Calvin apologized profusely and called the police for us immediately. He made us feel comfortable in the hotel lobby and was available to help with whatever we needed. You could tell that he truly empathized with us and felt truly terrible for what happened to our vehicle. My husband and I had an 18 hour travel day prior to this occurring and without Calvin I don't think that we could have remained as calm as we were able to without his assistance. We were supposed to stay at another Marriott location in Amherst and Calvin connected with them to ensure that they knew we would be there late and made sure our room would still be available. When we decided it would be best to stay at the Aloft, Calvin quickly found a room for us. My husband and I cannot thank Calvin enough for all of his help and we think that he needs recognition for his kindness hence our review. This night was one of the most difficult travel nights we have experienced, and we are from Canada making this much more complex and stressful, but Calvin opened up his lobby to us and used all the resources he had to help us. If you have the privilege of meeting Calvin at the Aloft Buffalo Airport front desk, please thank him for us! Marriott locations may be more expensive than other hotel chains, but do not put a price on customer service. Just know that your money is well spent when you book a room...

My wife and I have stayed here at least twice a year for the last four years as our midpoint stop on the road between Chicagoland (our residence) and the greater Boston area (my parents' domicile), and without doubt, it's one of the best hotels we've stayed at. First, the concept of a hotel where pets are welcomed instead of tolerated is excellent for us, as we regularly travel with our two cats, and pet fees at other brands often range from unpleasant to exorbitant. Second, the rooms themselves have everything we need and nothing we don't, as does the hotel itself. There is a small pool and a decent-sized fitness room, though my wife and I have used neither (and in the time of Coronavirus, they aren't permitted to open them anyway). The lounge has a pool table, seating area and bar, and a convenience area with snacks and made-to-order hot breakfast in the morning, most of which we have used ourselves. For those worried about it, there is an airport shuttle - we come in on I-90, and the hotel is only minutes from the freeway, making our trips easier and simpler. Finally, but most importantly, the staff at this specific Aloft property are OUTSTANDING. They've been accommodating of a range of minor issues we've had on the road, from late check-in through late check-out, and the service is prompt, full, and pleasant - every shift, every stay, weekend or weekday. We love this property, and we plan to keep this as our midpoint stay between my folks and our home for the foreseeable future.

As a small post-script, the luggage carts here are also much easier to use than most chains - they're similar to the luggage trolleys you can rent at most airports. Unlike those hotel-standard six-wheeeled brass monstrosities that run away on you at the slightest incline or breeze, these are FAR easier to control when loaded down with our luggage. The damn things actually have brakes that prevent them from moving unless you're squeezing down the handle! This might seem like a minor point for most, but with as cold and windy as Buffalo is in the winter, being able to load a cart by myself without having my wife freeze her butt off holding it down is something I've been thankful for every time we stay here on our way for Thanksgiving or Christmas...

I am extremely disappointed with the parking experience at this hotel, and I feel compelled to share my frustration in hopes of preventing others from having the same unfortunate experience. My wife and I left our car parked at the hotel for five days while we were on vacation. Upon returning, we discovered that someone had broken off the door handle of our car and attempted to break into it. This was not only a violation of our property but also a violation of any reasonable expectation of security for a hotel parking lot.

I immediately went to the front desk to report the issue, and the staff member there provided me with the phone number for the General Manager (GM). I called the GM multiple times, leaving several messages, but I never received even the courtesy of a return call. It’s honestly unbelievable that after such a traumatic experience, I wasn’t even given the basic level of respect or acknowledgment from the hotel management.

What’s even worse is that we paid over $100 for the privilege of leaving our car in their lot, expecting it to be safe and secure. Not only did we not receive an apology, but there was also no offer of a refund or compensation for the damage done to our vehicle. To be clear, this is a hotel that claims to have parking available for guests, but it’s clear that their parking lot is far from secure.

The lack of response from the GM is also incredibly disappointing. To spend five days trusting the hotel with our car, only to come back to this situation and have our concerns completely ignored, is beyond frustrating. I would strongly advise against leaving your car in their parking lot unless you want to risk returning from your vacation to find your car damaged and have no one take responsibility.

This was a terrible experience and a very unpleasant way to return from a relaxing vacation. The lack of care and professionalism from both the hotel staff and the GM has left a sour taste in my mouth. I will never recommend this hotel, and I strongly urge anyone considering staying here to think twice, especially if you plan on using their parking services. This entire ordeal was a complete joke, and I hope others avoid making the same...