Fairfield by Marriott Inn & Suites Buffalo Airport — Hotel in Town of Cheektowaga

This review is based on two different reservations at this hotel about a month apart, one positive and one negative. The rooms are very clean, quiet, and feel upscale for being a simple airport hotel. The breakfast was also slightly above average for standard breakfast fare at a hotel like this. Based on the room quality I would stay here again. However, my second visit assured I will never come back to this location. In a nutshell, the hotel overbooked their rooms during my stay. I arrived after a concert nearby, at about 1:00AM, two kids with me. They said they'd overbooked, would refund me, and I'd have to find another hotel. Despite having two other Marriott hotels in the same complex, they didn't even offer to call them to see if they had rooms. I asked them to which they did. There were none. That was the extent of their help. I asked why this wasn't anticipated and why I wasn't notified. As in, if they knew they were overbooked, why did they not call customers to let them know instead of letting them show up just to turn them away. The hotel manager repeatedly blamed me for booking through a "third party" (my credit card company) and said it's "Sales" job to deal with bookings, not theirs. Then she sent me and two children on our way to find another hotel at 1:00AM. It's been weeks and I was not issued a refund. I had to contact international support to file a case. I've just now been offered a refund, but no recourse for the error. While I was there, she also turned away two other people who had paid reservations just like I did. In my whole life staying in hotels I've literally never had this happen to me. What added insult to injury was the callous, "I can't help you" attitude of the manager. The best she could do was say, "Try Hampton Inn" which is a Hilton, not even in the Marriott chain. So, thanks for reading my long review and just know, if you book through a third party, you better show up before all the rooms are taken or they'll kick you to the curb with no consolation.

P.S. Here's a shout out to Hampton Inn - Buffalo Airport NY for accommodating us last minute, getting us checked in quickly, and having a clean room for me and two kids. Maybe you should just book at the Hampton...

Very disappointed to say the least, the shape of the rooms and hotel is not what I was expecting.... but the main problem with the stay was the "shuttle" service that I wasn't able to use. I had a very early trip from BUF to DFW on Saturday October 19th, at 6:00 AM, meaning that I had to be at the counter checking the bags before 4:30 AM. I specifically choose this hotel with my friend so we could take the free shuttle service advertised as "24/7". We asked at night , when checking in if there was a need to sign up , but the person at the front desk indicated that it wasn't necessary. ||What a surprise we had the next day in the morning.....apparently the shuttle was "For aircraft personnel" only.......and even though there was space for another 3-4 people on the shuttle, the driver didn't allow us to jump in because "it was reserved for the airline pilots and flight attendants "..... and "...this shuttle is reserved for them everyday from 4:00 AM to 6:00 AM...". So, if that was the case, why didn't the hotel offered ANOTHER shuttle for the paying costumers? Please take into account that there are another two hotels by marriott sharing the same parking and shuttle - the Marriott's Courtyard and Townplace Suites, and both hotels had people being told the same thing ...... We ended getting an Uber and paying $40 USD, a very high price (which was not on our budget) as suddenly there was a High demand for transportation as all the other travelers in the area had to order an uber or a cab. While we waited we mentioned this situation to the front desk but the person just shrug the shoulders and didn't care nor offered any compensation for our troubles. ||Either the hotels offers another shuttle for the paying costumers and/or they need to update the website information so we can make informed decisions. In any case, do NOT stay here if you need to take an...

I called into the hotel to make the reservation, with specific accommodation of 5 people. I asked will there pull out couch to accommodate the extra person, they said yes, so I booked the room. When we arrived on Friday, that was not what we received. We had a 2 queens bed, which was not enough space for the fifth person. I called down to the front desk and made mention of the room and representative stated there was nothing she could do at the time, but she stated she could send up extra covers and blankets. I told her that does not solve the inconvenience of the room. I asked was she the manager and she stated no and that she would send an email so that her manager would get it first thing in the morning. I then asked, do you all have any roll away cots available and she stated they were all taken up. She stated if you call down later, there may be one that becomes available. I called again and a man answered and he stated that he would not be able to provide the cot, because it would be a fire hazard and I said that is not what the lady stated early. So the next morning, I spoke with the manager and still there was nothing that she could do. I asked her what other accommodations could she offer, such as refunding our room, and she stated no because we had a group discount. I then asked for a corporate number and she told me they don;t have one. She did give me her general manager card, in which she stated if I made a complaint it would just be emailed back to her. Overall , it was not a great experience and t was an inconvenience to us a guests and we will not book at this hotel again.

I hope that this enough explanation to whomever it concerns, of the inconvenience this will cause future customers if they do not stay true to their reservation...