DoubleTree by Hilton Buffalo-Amherst

ALERT. Don’t stay here. If you have a reservation cancel it. Hotel is going through a major renovation. Rooms are beat up and dirty. We had no water for parts of our 3 day stay and no hot water for most of the rest. We had a heater burn up in one of our rooms. Throughout the day including weekend there was intermittent loud banging. Management was generally not helpful.

I tried to reach out to the hotel a few times with no response before posting a review. We were very disappointed with our stay 11/15. I was aware of the renovations, they were not an issue during our stay. Simply put - the room was $270 a night but it was not in good condition. The furniture had clear signs of wear and tear and our tv, fridge and microwave did not work. I texted with the front desk and the said they sent someone but nothing was working when I came back from dinner. I moved the tv console and was able to pus everything in far enough so that it stayed on but it was flickering. Behind the console and fridge were very dusty - clearly hadn’t been swept in a while. The headboard was also crooked. The next morning housekeepers were screaming down the halls and banging on the door. I understand renovations are underway and the state of the rooms will be upgraded but the reality is that it was so overpriced for what we got. The staff we interacted with were very friendly and there is ample parking. Due to the state of the room and lack of response from the hotel (I reached out directly via email and the Hilton feedback form), I can’t recommend this hotel. We stayed at the doubletree in Niagara Falls ON the previous night for half the price and had a much better experience. I’d avoid until the renovations are completed.

Smooth check-in. Clean room. Great location.

At check out, the person who sold us a breakfast bagel and poured coffee seemed to either not be a morning person or disgruntled...definitely. not the face or tone you want to deal with first thing in the morning. She wasn't mean but not the right demeanor for customer facing work.

Staff was great, parking was easy, and the room was perfect!

The customer service was certainly not what we are accustomed to as Diamond members. There was nothing but negativity from the moment we arrived, as if we had offended them prior to our arrival. We could overlook the need for renovation had we been treated with basic common courtesy.

Obviously don't like tour buses. Check in was ok but the rest of the staff the next morning was very rude. Breakfast was 🤢.

My husband and I travel extensively and are Hilton Honors members. We stayed at this location, Hilton Doubletree in Amherst, twice in the last week and both stays were completely unacceptable! On both occasions (five nights apart) there was only ONE wash cloth provided in the room. Breakfast, which was included in our package, was late, lukewarm and very subpar. Additionally, we were traveling with other couples who did not have hot water in their rooms. Even at that, the absolute worst part of both stays was the attitude of the staff!!! Staff was RUDE, unhelpful and uncaring! After the first night of bad experiences we would not have stayed there again on our return route, however, the reservations had already been made. I was hopeful that the first night was a fluke and things would be better during our next stay…not only was I wrong, it was WORSE! The staff at this location give Hilton a bad name!!! Once again, I’ll add the words RUDE and UNCARING. Completely unacceptable customer service!!! Sad.