Holiday Inn Express Cheektowaga North East, an IHG Hotel — Hotel in Town of Cheektowaga

I recently stayed at your hotel April7 to the 9th. I had two rooms. 413 and 418. At first arrival of property I thought the outside looked good. But whole other story for rooms. Room 418 , the ceiling had a huge Crack in and looked to have had water damage done as you can see in the picture. The floor was not vacuumed apon our arrival. Beds were clean but room also had a piece of wallpaper cut out of it. Now day two again house keeping was a pure joke. Not done properly or professionally. Stuff still on floor and garbages not emptied. Spoke to East Indian lady at front desk and she apologized for this but nothing done to fix problems. Also, try to get more towels and it's like heaven forbid I ask for extra towels. They police them. Two people two towels. Women use two towels alone!!!! Need four towels. And then in my own room 413. Again not dusted or vacuumed and my garbage was not emptied either. Kinda a funny two rooms not touched????

FYI covid excuse is over. When a person or family decides to get away for a weekend they should be taken care of and not have worries about hygiene of a room or simple thing as extra towels. Had to take towels from pool area to compensate.

What happened to the old days of a super clean room where a person actually vacuums and mops floor and cleans a room properly and bathroom too!!!!

ALSO, POOL AREA.... walls falling apart and thick dusty dirt on vents.

Also lobby area dirty as well see pictures.

Went Buffalo Galleria mall and American Eagle store was spotlessly clean compared to your lobby and hotel rooms.

I must say, very disappointed 😞. I stayed at lockport holiday inn express on transit rd two weeks ago. 20 mins from your location. And much better service. 😌. Should go visit that hotel and see the difference. And a way better clean room.

Message to owners and managers. When you hire staff they reflect you and your property, they are your front line and should go outta there way to make sure guests are looked out for and there rooms (Since this is a Hotel and Hospitality service) And make sure everything is flawless from the room to floors to behind night tables and under beds. Takes what 25 to 30 mins at max to clean such a small area. 🤔 I have stayed here twice in two years and have given you a second shot . Won't be doing this again. Please seriously , take this under advisement do a better job and even have the owners contact me directly. I feel you have let us down again as a family.

You have put rate up in the last two years, stand behind it the rate and give the service that should be expected not a 50.00 motel type of service or where you pay by the hour service. Your a holiday inn express chain.

If you want I can come manage this hotel for you and show you just how things should be done.

Bottom line. Concept is there, but...

I stayed at this hotel over a holiday weekend and was left unimpressed. We did not arrive until after midnight and when we did there was an issue with the guests in front of us waiting to check in. They had booked 2 double rooms but were put into king rooms...20 minutes later it was sorted out and it was our turn to check in. The front desk person was polite but not overly friendly and did not ask what our bed preference was. I assumed this was because I had filled out the questions ahead of time and we would be in a king room. No luck. We were put into a room with 2 doubles. Not sure why there was such a fuss about none being available for the people ahead of us since we had requested a king. But at that point it was past 1am and I was not going to ask for a new room.

I also noticed a urine stain near the toilet as soon as I walking into the bathroom which was rather unpleasant but I figured it was late and didn't really matter as it would get cleaned in the morning after we left. Other than that the room itself was nice and I could tell it had been recently updated. The larger than usual mini fridge was a nice plus because we had a cooler of food to unload.

Breakfast was okay, nothing spectacular but decent enough. I had hung the do not disturb sign on the door while we went to breakfast and took it off when we left for the day at 11:00am. We returned after 8pm to find that the room had not been cleaned at all. I called the front desk to at least get more towels and after many rings someone picked up and when I requested the towels he said "You need to come to the desk to get them. I have 4 other people calling right now" and hung up. No apology or explanation for the lack of house keeping. After being on my feet all day the last thing I wanted to do was put my shoes back on and get towels that should have been replaced while we were out.

Breakfast sunday was not great and we ended leaving to buy breakfast elsewhere. We came down at 9:15am. Breakfast ends at 9:30 so I knew we were cutting it close but hoped that this meant the breakfast items are restocked until 9:30 but no. There was no bread/bagels/muffins and when asked for a piece of toast I was told I should have come earlier. While I understand the breakfast hours are to be respected and it was busy, I feel like they should restock until they are closed so people can come down at 9am and get a bagel if they want. I can guarantee that they ran out by 9am and decided not to refill any of the bread or pastries.

Overall I was left unimpressed with the service and even though the room was nice and clean (for the most part), and the hotel was in a great location and relatively cheap, I would not recommend this hotel or...

I have stayed at this hotel multiple times over the past few years. When they first opened they were over the top on pleasing the guests. Although the staff are personable and friendly, their ability to accommodate has declined.

First, my stay was midweek, off season and they were not full, so as a Spire club member I might anticipate an upgraded room. Not only was I not automatically upgraded (which I hear is a thing of the past), I was not offered an upgrade.

Second, when I got to my room I noticed the chair springs on the left side were damaged and crushed 3 inches out of level with the rest of the chair, and it had a round stain about an inch and a half wide which looked like someone had a fecal accident. I avoided using the chair.

Third, when I went to iron my shirt I had to ask for a new iron as the supplied iron was caked with crud on the ironing surface.

Fourth, when I went to shower in the morning, the faucet was broken such that I could barely turn the water on and the temperature could not be adjusted, then I couldn't turn it off completely. This left me unable to take a shower or shave before an important business meeting.

Also, less significant, hot cups were not stocked and unwrapped plastic drinking cups were left at the ice bucket when I initially arrived in the room.

When I reported these issues to the management, I was told, oh well if maintenance can't fix it we'll change your room. When I returned at the end of my day, I went to the room. The shower was not repaired, the chair was not replaced, the unwrapped cups were removed but not replaced, and the coffee pods were not replenished. The manager left me no note about their inability to conduct the repairs so I had to search out the desk clerk. When I got to the front desk to report the conditions had not been addressed, I discovered the manager had already left for the day and left no instructions to change my room. I had to have the desk clerk call the manager about the room. I was then offered another room of the same grade. The clerk said the manager’s response was that maintenance couldn’t fix it and “If he (meaning me, the guest) wants to change rooms…” Then, having to repack my belongings to change rooms, I was not even offered any assistance with the change.

Lastly, the fresh fruit was not fresh, it was bruised and inedible.

For all this inconvenience I was not offered any remuneration, no apology, nor even an acknowledgement from the manager that they had inconvenienced me. I will not be staying at this...