Comfort Inn & Suites Hamburg - Buffalo South

We prepaid for a week, which was a huge mistake. The room was in disrepair and filthy, though that wasn't even half of what happened. We felt so uncomfortable that we wanted to leave and started looking forward to getting out of there. Just minutes into our stay, we asked the morning assistant manager for toilet paper because there were only a few squares left and no spare roll. She held one out, snatched it back as I reached for it, then scolded me as if I were a naughty student, saying I was only getting it because we'd booked a week. Her rude, inappropriate behavior shocked us day after day. On our last day, I asked to speak with the owner. She clearly didn't want me to talk to him. She went from rude to completely out of control, screaming that she had a mental illness, telling me to leave right then, and saying I was lucky she didn't charge us for our “fake” service dog. I've never had a hotel stay feel like this. Pick another hotel, any hotel would be a better choice. This was the worst experience I've had in the Choice family of hotels.

Kim in the morning does a great job with breakfast and is so friendly to guests. She has a lot to handle on her own and deserves a raise. I gave her a nice tip, too. Ben on nights was friendly, but also very dismissive, and I overheard him gossiping with other employees, which didn't seem professional. The hotel needs some work, but it's a good value and a nice place to stay otherwise. I'll come back after the renovation.

The location is great and breakfast was decent. The rest of the place felt like a falling-apart mess: the tub floor was cracked, the shower head was coming out of the wall, it was dirty, and there were roaches inside the light globes. Coffee was real only once in a while, instant the rest of the time. Getting into the room was a hassle because the key card or door scanner didn't work. Each time, we had to go to the desk to get the cards rescanned or programmed, and they might work once. On day three we asked for clean towels and sheets. They said they'd see if they had enough housekeepers, though they did eventually get it done. The pool was out of service, and the fitness room door wouldn't unlock with the card. We tried to cancel the rest of the reservation but couldn't because we booked through a third party, so we stayed in this disaster. We were charged far too much for these overpriced rooms. They should be embarrassed to rent them, and this definitely isn't a three-star hotel. It should be shut down. Good luck if you book here.

Sharon at the desk was wonderful, and that's the only reason I'm giving two stars. I used to stay here several times and it was good, but now the place feels totally neglected and deserves one star. The bathroom was disgusting, and there was only one staff member on duty, so the desk clerk had to leave the desk to clean our room. After that, we found the bed was broken, the toilet was plugged, and the night lock didn't work. They moved us to another room quickly, but its curtains were ripped and the closet door was missing. It looks like upkeep has stopped being a priority. If you stay, skip the measly breakfast.