Super 8 by Wyndham Kenmore/Buffalo/Niagara Falls Area — Hotel in Town of Tonawanda

If I could give this review 0 Stars, I would. I travel frequently, and always stay at Wyndham hotels, as this is my brand of choice. I've stayed at many Super 8 Hotels, and have never had an issue.. until now.

I live in Canada, and we travelled to NY state for the Jelly Roll concert in Buffalo (Oct 6th). Upon arrival, the hotel had an overwhelming smell, of cleaner - which, I can see now may be their way of covering up the unpleasant smells that previous reviews have mentioned.

When entering the room, our initial mentions were, the room was very small, and the beds were set up in a weird way. The carpet appeared dirty, so I left my shoes on at all times (except when I got into the bed). Which brings me to the real reason I am leaving this review.

BED BUGS - Yep, you read that right! - B E D B U G S

I was having a rough time falling asleep, as I had an overwhelming feeling of being uneasy, staying in this place. I was watching my iPad, and I dozed off for maybe 2 minutes. When I awoke, I noticed there was a bug crawling on my pillow. When I jumped out of the bed (yes, literally), I said out loud "that is not actually a bed bug, is it?" Yep, it was! and, not just 1 either, there were PLENTY! Our room had two beds, and both beds had Bed Bugs. This was at 1:30AM. I took some photos, and videos, and my sister and I immediately left.

I advised the night staff that there were bedbugs in the room, I was checking out, and asked for a refund. He took photos, of the photos that I took - and told me he couldn't issue me a refund, and I'd have to contact the Manager in the morning at 9AM. When I contacted the manager shortly after 9AM, I was told they look like ANTS, and I was called a Liar, that they cannot be bed bugs. I put in a complaint with Wyndham Hotels Customer Care, and I have sent them photo and video proof of my room having bed bugs. I confirmed with the Customer Care rep, that my evidence has been added to my file (they immediately upload when you respond to the complaint case email), to which he confirmed they did - and he could clearly tell they are bed bugs.

I am still trying to get a refund from the property, as they are giving a hard time about it (which seems to be their schtick). As far as I am concerned, you cannot expect people to pay for stays at your establishment when they are leaving in the middle of the night, because your beds are full of bed bugs.

I have sustained many bites, from these bed bugs, that I am having to have medically taken care of. This is just ridiculous, and gross in my opinion.

I contacted the health department, and they are sending a health inspector out to investigate this place.

I will continue to call, until I get my refund. I will contact a lawyer, if need be, and my money for the room won't end up being the only compensation they have to pay me.

The people that run this place, have absolutely no morals.

I WANT MY...

!!!DO NOT STAY AT THIS PLACE!! I REPEAT!!! I never in my life complain or leave bad reviews about a place. But this hotel deserve it!!! My boyfriend and I booked this place for saturday night and was at the hotel for 3 hours then we left for the rest of the day. we came back at 9pm, starting laying down and just relaxing. Then, around 12am, my boyfriend started itching on his leg so we started looking around the bed. we found a BEDBUG!! on the bed. we took a picture of it and started packing our stuffs and went to the front desk to inform the guy that was working about the situation. he called his manager and told him about the situation. After that he went upstairs to checked the room.. So, apparently the manager told him that he won’t able to give us a new room because they’re afraid that “the bedbug will go to another room” and won’t give us a refund because we used the room which we was only at the room for 3 hours, not the whole day. It’s 12am!! so i did not want to argued with the guy at the front desk. I asked him for the manager name and phone number and left. we had to look for a different hotel in the middle of the night! Next morning, i called the manager and explain him about the situation. He was very rude! he still agreed to not give me my money back so i told him i will send him the picture of the bedbug which i did. HE CLAIMED THAT IT’S NOT THEIR ROOM!! AND THAT HE WENT TO CHECKED THE ROOM AND SEE NOTHING. I was speechless and very angry. who would ever fake about seeing a bedbug on the bed in the middle of the night?!! I didn’t even care about my money at that point so i told the Manager (Sam) that i will be calling the corporate about this place and let them know about this whole situation. i am very disappointed. bad customer service...

The only reason you would stay here is if your only other option was to sleep in your car or on the street (they might still be the better option).

Day 1 in Buffalo and I landed quite early. I arrived at the hotel and spoke to a very polite person named Cheran to ask if I could leave my suitcase with the hotel while I toured the city and came back late for my actual check in time. Although every hotel/motel I’ve stayed at offers this service, these guys apparently don’t, but he actually looked for options and found a workable solution to help me out and be hospitable.

Shortly after, the “manager” called Pradeep comes in and literally started his morning shift by belittling me and his coworker for the situation. Phrases like “is this is making sense to you”, “he [coworker] doesn’t know what he’s doing” and “go on, cancel your booking then” in a confrontational and condescending tone caught me very off guard to say the least. Have never been spoken to like that for simply requesting to leave my suitcase with the hotel until I could check in. Even when I offered to pay $30 for an early check in for an available room, the attitude continued to the point where I just had to ask if I did or said something wrong to be spoken to in such a manner. I couldn’t cancel by that point since it was within 24 hours and I’d be charged anyway. After that warm welcome, it continued to go downhill when I saw the room itself. Tiny, run down and smelt like misery if you could turn that into a fragrance. Pictures say more than words could - everything from hair in the bathtub from the last person to holes in the bedsheets that looked like they haven’t been washed since last Christmas.

All in all - only good thing about this stay was the 10 mins of actual hospitality...