Buffalo Marriott Niagara

Meg at reception was attentive throughout our visit, even making sure we had the right cutlery before the meal. She offered help with real courtesy. That kind of hospitality is why people return. Please make sure her efforts are recognized.

The catering was good, the fitness center had solid equipment, and the WiFi worked very well. Staff were friendly, and many of the problems weren’t their fault. I know these complaints come from a place of privilege. Still, I’ve stayed in one-star hotels and hostels around the world without seeing anything like this. For $200 a night and an event planned nearly a year ahead, it was a huge disappointment. I asked after checkout to speak with a manager so this wouldn’t happen to others, left my contact details, and was told several times someone would reach out. They still haven’t. The lobby bathroom looked beautiful after the renovation, but it wasn’t kept clean. Some toilets wouldn’t flush, all the stalls ran out of toilet paper at one point, and several sinks were broken or lacked soap dispensers. The accessible bathroom wasn’t accessible at all, despite someone in our group using a wheelchair. We were greeted by friendly staff who explained they were overbooked and gave us drink vouchers. Check-in was supposed to be at 4:00pm but was pushed past 6:00 for dozens of guests. The renovated Marriott Niagra had broken HVAC, poor housekeeping, and faulty outlets. Our room’s peephole was broken. The bathroom door was a small piece of particle board that barely covered the opening, with gaps several inches wide on every side and no privacy. There were no luggage racks. The water bottles and glasses they gave us were dirty and smelled musty. A gross brown substance was on the walls, doors, and shower. Only 2/12 outlets worked. The shower’s flimsy glass doors were dirty and had a gap at the bottom, so water ran onto the tile. The floor didn’t slope toward the drain, leaving a puddle. The in-shower soap, shampoo, and conditioner were branded “thisworks,” but had the same brown substance on them. The bathroom fan didn’t work, and mildew had formed on the ceiling. Outside it was 45 degrees, and the thermostat was set to its lowest setting, 64 degrees, but the room stayed muggy and in the mid-70’s. Maintenance replaced the wall unit right away, but the air was still musty and the temperature kept climbing. The next day, when we were grouchy and sweaty, we called again. They replaced the unit a second time and changed the filter, which had a full inch of dust on it. We tried to cool the room for the rest of the stay, but the stale air never cleared and it stayed warm and stuffy. Housekeeping had left hair in the bathroom, stained towels, unswept floors, and a previous guest’s dirty socks. There was also that mystery brown substance on several surfaces. We were offered a one-day pass to the fancy M Lounge because of the problems. They said snacks, drinks, and coffee were free. After several people couldn’t get the coffee going, a worker opened the machine to fix it and let us know how disgusting the machines were. I stayed at this conference several weeks ago. The hotel’s newly renovated amenities included broken systems and dirty rooms. I couldn’t add videos, so I attached screenshots showing the dirty floor and broken peephole. Enjoy your stay at the Marriott, with its (dis)comfort and (in)convenience.

I’ve stayed here several times over the years for work, and most recently after a Bills game. The front desk staff were very kind. When we mentioned we were planning to have a late dinner at the Bar, they gave us an extra F&B voucher so we could “Enjoy a drink on them.” A really nice gesture. The Bar, M Club, Gym, and Rooms have all been pretty much completely renovated, and it’s become a really nice place to stay. Great location near the highway, too.

The pool and hottub were really clean and felt amazing after a long day. We were there for an event, but it didn’t feel overcrowded despite all the people. Check-in was quick, the room was spotless, and the beds were comfortable. We were missing a remote, and they brought one right up to our room.