Country Inn & Suites by Radisson, Buffalo South I-90, NY — Hotel in Town of West Seneca

Title: A Disappointing Experience at Country Inn & Suites by Radisson, Buffalo South I-90, NY

I am writing to share my unfortunate experience during my stay at the Country Inn & Suites by Radisson, Buffalo South I-90, NY. On May 26, 2023, I encountered a serious issue that marred what should have been a pleasant stay at this hotel.

My reservation number for this stay was YDBYFPL. On the evening of May 26, while attempting to set up the sleeper sofa bed in my room, I sustained an injury to my leg when I came into contact with a sharp edge on the frame of the bed. Understandably concerned and in pain, I immediately reported the incident to the hotel's front desk.

To my disappointment, the initial response from the front desk staff was lacking in empathy and support. Instead of offering assistance or reassurance, I was simply instructed to show the maintenance staff where the incident had occurred. When the maintenance staff member arrived at my room, he noted the sharp edge of the frame and attempted to address the issue by wrapping it with duct tape. While the maintenance staff member was courteous, it was evident that he may not have been adequately trained to handle such situations.

Feeling that my concerns were not being taken seriously, I promptly contacted the Radisson customer care line to report the incident. Unfortunately, the customer care representative I spoke to did not exhibit professionalism. Rather than addressing my situation appropriately, I received generic advice to apply medication to my wound and allow it to heal naturally. This response left me shocked and frustrated.

Undeterred, I went to the front desk to request first aid assistance and urged them to document the incident and notify upper management immediately. Despite these efforts, I did not receive any communication from the hotel's management that evening. The following morning, upon checking out of the hotel, I requested that the manager contact me regarding the incident. To my dismay, I am still awaiting that call.

Subsequently, I contacted the Radisson customer care line again to inquire about the status of my complaint. Unfortunately, I found that the customer care representative I spoke to lacked the qualifications and understanding to appropriately address my concerns. Rather than reviewing my previous notes, she began questioning me.

I would like to clarify that I am not seeking monetary compensation for my experience. My primary desire was for the hotel's management to contact me, offer an apology for the incident, and inquire about my well-being. I am aware that the hotel has refunded my points for the stay, and I appreciate this gesture.

What further exacerbates my disappointment is the fact that the hotel's management team had notified Radisson's customer care that I had been reimbursed for my points, which I had paid for the hotel stay. It was not my intention to receive points or any refunds, but rather a simple call from the General Manager acknowledging that he had been informed of the incident and expressing concern for my well-being. This lack of follow-up and communication from the hotel's management team further tarnished my perception of the Radisson brand and its staff, particularly the General Manager.

In submitting this complaint, my hope is that it will be taken seriously, and that measures will be put in place to prevent similar incidents from occurring in the future. I trust that this feedback will contribute to improving the overall guest experience at the...

First off, I will say that inflating the price to at least double the standard room rate simply due to the Erie County Fair is absurd. I was not traveling into town for the fair but got stuck with inflated prices nonetheless.

Also, AAA and AARP receive the greatest discounts over my disabled veteran status. The AAA discount was significantly less than the military discount available for some reason.

The hotel, overall, was not terrible. It is one of the few hotels in town with accommodations for 5 in a single room with the double queen suite. The breakfast area is large with plenty of seating and the breakfast selections were not bad and plentiful. The kids loved breakfast time for the selections and to make their own waffles.

Our room lock was finicky. If you pressed the handle down it acted like it was dead bolted from the inside. But when you lifted the handle up, it seemed to work fine. I had to have our room keys replaced the second day due to them both quit working almost entirely. Staff was friendly in replacing room keys and helping us figure out the best way to work the lock/handle. But a comment was made about the locks being old and not working properly. Not exactly the best way to boost your guests confidence in the hotel security right from the jump.

Now, the room was not cleaned by housekeeping properly. We found leftover change under a chair in the bedroom. Under the bedroom entertainment stand/dresser we found trash. Under the living room entertainment stand we found an old pair of nail clippers along with other trash. There was food debris found when the couch bed was pulled out of the couch.

The pool was closed for half our stay which is one of the reasons for selecting this hotel. There was no sign other than pool closed and we had no advanced warning of such. Traveling with children with special needs, a pool is a necessity for us which we did not get to use to its fullest need or extent.

I would not recommend this hotel to others for the cleanliness issues as well as the pool being shut down without warning. Also I would advise others to not travel to this area during the fair due to inflated prices for weeknights that ordinarily would cost much less.

If there are other hotels around that fit your needs, I would stay there first and use this hotel as a...

The hotel is actually pretty decent, not too big and is in a fantastic location considering it’s right off of the I-90. I wish I had taken photos of the room because the bathroom was spacious and perfectly clean, the shower was huge and had great water pressure and was hot. The bed was comfortable enough and aside from some questionable stains on the one chair it was very clean. But there were a few things that made my stay unpleasant. I paid $250 for one night. My room was across from the staff room which had the door open while employees were in there listening to music and talking. So I could hear everything in my room. At 1:30 in the morning I heard very loud women outside of my room and I’m unsure if it was staff or guests but I honestly thought that someone was fighting before I realized they were just being loud. Check in also took way longer than I would’ve liked considering I had booked and paid online in advance. It took almost 15 minutes for me to get checked in, 5 of which were spent waiting for someone to appear at the front desk. And my biggest complaint is about the curtains. My room was on the first floor and faced the parking lot. There was a sheer curtain across the window, with drapes on either side. However the drapes were not made to close. The track they were on was only about a foot wide. You could see where someone had tried so hard to close them that they ripped. So I had headlights and the outside lights from this hotel and the hotel across the parking lot shining directly into my face while I was trying to sleep. I had had an emotional stay and therefore did not feel comfortable going to the front desk to ask about it. It was insane to me, I had zero privacy and my entire room was lit up from all the lights outside. Had I not spent so much money on this room I would give it more stars, but $250 for a room that I can’t even undress in without being seen? No way. I would stay here again if I had to but would definitely need to get the curtain situation fixed first. The picture you see of my room is with all the lights...