Embassy Suites Buffalo

I ended up cancelling the whole booking and staying at the Marriott at Lecom Harbor. When I called back, a man handled the cancellation easily, but despite saying a confirmation email would arrive in a few minutes, I still hadn't received it 14 hours later. The whole mess was upsetting, especially since I'd just had a great stay at the Embassy Suites in South Bend, Indiana-Notre Dame that weekend and had been looking forward to Buffalo. I had booked a king suite with a pull-out couch in October for a late-January hockey tournament. Once we got the schedule, I called to drop the first night and keep the other two. The call went nowhere. The woman got my name wrong three times even though I'd clearly spelled both names, and after I gave her all the requested details, she said she couldn't guarantee the room if I cancelled a day. I wasn't adding a day. She also claimed a king room wouldn't have a pull-out couch, even though I was looking at the reservation in my email. I'm travelling alone with three kids, so one king bed won't work. She kept arguing and telling me I was wrong. After 20 minutes, she said she couldn't cancel the first night without a confirmation number, despite being able to see the reservation and having me confirm my information. Our hockey team rooms are booked through an outside company, so I had no Hilton confirmation number and nothing showed in my Hilton Honors account. My teenage son heard the whole call and couldn't believe how badly it went. I got nowhere after 20 minutes.

The room was clean and welcoming, and the king bed was comfortable. We slept well. Dinner at the restaurant was delicious, and the breakfast spread with made-to-order omelettes is worth checking out. We were only there one night, but the valets were friendly and gave us helpful tips for getting around. We enjoyed the stay enough that I wish we'd made the trip longer. I'd come back when we're in Buffalo for another show.

There was trash scattered around the lobby, and it didn't look like anyone was cleaning it. The receptionist was rude, too. Parking is valet-only, which would just be annoying but manageable if the valets did their job. They didn't, so I parked on the street instead.

We stayed here for a show at Sheas and had a wonderful time. The room was spacious, clean, and comfortable. Everyone, from the front desk staff to the people working behind the scenes, was helpful. Breakfast was fresh and really good. Highly recommend!