This new facility should be a welcome addition to the upper mid-table hotel inventory in the suburban Buffalo area, and on the surface, it seems able to deliver on its promise.
Our two-night stay produced a disappointingly mixed experience, partly due to human error, but also in large part to what worryingly seems to be a design issue.
The human error part was that the hotel simply failed to clean our room - never showed up, and all the staff went home before we returned [at 3 PM] to discover the oversight. We had our "Do Not Disturb" sign on until 10:15 AM, after which we reported to the front desk that we were heading out, had removed the sign, and wished our room to be cleaned while we were out. Never happened. Eventually, a member of management came to clean it herself, but only after some very grudging attitude on the phone from the front desk staff member.
The larger issue is that our room was unacceptably cold our entire stay. This is Buffalo in winter, but the room heater was unable to get the temp above 70 degrees [often it was 67 - 69 degrees], no matter how high we set the thermometer. And by design, there is zero heat source for the bathroom, which was almost too cold to use. That toilet seat - brrr!!
The cold bathroom kind of defeated the appeal of the large jacuzzi - but we pretended it was a hot tub in Sweden. This temperature issue would need to be fixed before we would return in winter time.
The rest of the hotel product was great. We loved the space, the bed, the location, and the breakfast. We also loved the dinner we enjoyed in the new restaurant.
But the heating issue, the attitude they gave us when reporting the non-cleaned room, and the fact that no apology or adjustment was offered to us for either issue, will cause us to hesitate about returning [and we spend quite a few weekends in this area every year].
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