I'm not entirely sure where to begin with this review because the experience was a mix of good intentions, disappointing execution, and consistently poor hospitality. Prior to my stay, I called the hotel twice on separate days requesting an early check-in. Having traveled quite a bit, I've learned it's always best to communicate these things in advance. During both calls, I was assured notes would be added to my reservation and that the staff would do their best to accommodate the request. However, during my second call, I was informed there were no notes on file at all. I asked if one could simply be added since I still had over 24 hours before arrival, and I was told someone would call me back within 2-3 hours to confirm. I never received that call. When we arrived on the day of check-in, unsurprisingly, the room was not ready. To their credit, they did offer complimentary breakfast and stored our luggage while we explored the area, which I appreciated. Unfortunately, the issues only continued from there. Once entering the room, we noticed visible stains on the bedding, as shown in the photos provided. While I initially tried to let it go and enjoy the trip, it became increasingly difficult to overlook the overall condition of the room. The bench seating near the desk was not only visibly stained, but also loose and unstable to the point where sitting on it felt questionable. I ended up wiping it down myself with disinfectant wipes. The room service phone also did not function properly -- calls could be made, but we could not hear anyone on the other end. After reporting this, no one came up for quite some time, and we had to repeatedly go downstairs to request basic items and toiletries before assistance finally arrived roughly 30-40 minutes later. The hotel itself is in an excellent location, which is honestly one of its strongest qualities. However, the hospitality throughout the stay fell far below expectations. The restaurant service in particular was consistently disappointing. I approached every interaction politely and warmly, yet the staff largely came across as disengaged, cold, and robotic. Very little attentiveness was shown during meals, and the energy from several servers made it quite apparent they did not want to be there. Ironically, the most friendliness we received came when the check was presented. As for the food, it was average at best. Not terrible, but certainly not memorable. Breakfast was underwhelming, and small details were repeatedly overlooked. At one point, we informed the staff that the coffee served was cold, and the response we received was essentially that it had been sitting out and they could simply pour hotter coffee into it to warm it up. That interaction honestly summarized the level of service we experienced throughout the stay: reactive rather than attentive, and lacking the professionalism expected at this price point. Overall, I left disappointed because the hotel has genuine potential. The location is fantastic, and with the right level of care, attentiveness, and hospitality training, the experience could be significantly elevated. Unfortunately, when you are paying premium prices, you expect the quality of service and comfort that is advertised -- and this stay simply did not deliver that. Oh I almost forgot, we got an unexpected visit from a stink bug and the staff merely said "I am so sorry for that" read more

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Hotel is in the heart of downtown Buffalo with access to all the amenities expected for a business person. Clean, great service and food in the local is great. Just a stroll to some cool historical memorials and statues. Short drive and a lot of sights to see and visit. Enjoyed our time here. Hopefully we'll be back someday. Recommendations are high. read more

The Westin Buffalo - Hotel - Hotels Near Me - Buffalo, New York

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We had an amazing stay at this Westin in Buffalo. We were greeted and checked in by a very friendly, helpful and professional staff. The entire place was immaculate and nicely decorated. Our room was clean, comfortable, and very inviting. The fitness room - well I can't say enough about that! Awesome equipment to meet every fitness enthusiast's needs!! The little coffee/breakfast shop Jake's is awesome as well. Great food, coffee, and staff. If you stay there, be sure to pop in to Jakes! We would have given our stay 5 stars because everything was so wonderful, but gave 4 due to the only complaint was (and possibly not even their fault) the restaurant Patina off the lobby. The staff was a bit stand-offish to say the least (polar opposite from the Westin and Jakes staff), and menu items and drinks were way over priced compared to similar venues we visited nearby. Overall, a great stay!! read more

I stayed at The Wetstin Buffalo on 11/25 to 11/26/24. I was in town because my dog had to have surgery. From the start there were issues. The website for the hotel had inaccurate information about the the rooms. The restaurant onsite Patina, had an untrained staff member taking room service orders and made a mistake. I waited 2 hours for a meal that was not available until Thanksgiving. Then, when I placed an order of filet mignon and shrimp cocktail as an appetizer, the shrimp cocktail was raw and uncleaned. Literally, the poop was still on the shrimp. At check out the next morning, I paid cash. My stay was $342.10. I discovered, after returning to Rochester, that my credit card was charged. Right now, I have three cardholds on my credit card. There are two charge holds for $342.10 and one for $100. When I reached out to the hotel I was told that this was just policy and it would take 7-10 days for it to come off. They literally nonchalantly told me "we apologize for the inconvenience.". That is it. I am beyond inconvenienced and could get bank fees for this. read more

The Westin Buffalo - Raw shrimp cocktail - Hotels Near Me - Buffalo, New York

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- Room was supposed to be ready at 4:00pm - We got ONE email titled "final notice" that said we can't check in on time - We have 5:30 dinner reservations and 7:00 tickets with no idea when we can check in - Front dest said they allowed a large group to check out late and basically too bad for us - They offered for us to get ready in a lobby bathroom if the room wasn't ready ?? Poor customer service overall read more

I stayed at the Westin Buffalo for a work trip and was extremely pleased! The hotel is beautiful, and the room was large and very clean. The location was central to everywhere I needed to be for work. I asked the front desk staff for advice for nearby places to eat and they were helpful. I didn't get a chance to check out the hotel's restaurant but I did spend some time working in Jake's, the lobby coffee shop. The service was great and the employees helped me figure out the best WiFi so my Zoom session went well. Both check in and check out were smooth with staff taking care of any issues that came up. I'd definitely plan to stay here if in the area again! read more

I like most Westins and this one was no exception. Good location as far as walking distance to some restaurants and shops. Very nice and modern hotel. Might be the best or definitely one of the better ones in Buffalo. There is a restaurant on site as well as a gym. The rooms were very nice. Modern and very clean. The staff were all very polite and courteous as well. Always a greeting when I came in from the lobby. I would say it had a high end feel to the hotel but not a snobby feel like some high end places. Great place to stay. read more

Stayed here for a night using points while my house was under renovation and had a great little break from not having a working bathroom in my home. It's a luxurious and nice hotel with cool nifty features like a little "robot" that can deliver utensils or toothbrushes to your room and the whole hotel is pretty futuristic. Parking isn't advertised as free, but management was happy to work with me on parking prior to booking -- so kudos to them. The in-house restaurant, Patina is nice and a great option for a date night or meal. Overall, the hotel was chic, modern and the bed was comfortable with great water pressure. Highly recommended! read more

Very clean and good location. The bathroom was enormous and the fitness center is very nice! The only knock was that parking is confusing. If you are just looking for self-parking, it is through the garage and not through the Westin, however you cannot go in and out. The valet was worth the money since you don't have to hunt for a parking spot but there also is street parking nearby. read more

What can I say? I love this place and it's my favorite hotel forever -- the moment you step inside the lobby, the fresh citrus smell invites you in. Then you're greeted by the most excited hotel staff. And the room -- they go above and beyond. From the finest heavenly bed comforter and pillows, it's the best! Then they make sure you have a place for all your devices on both sides of the bed. They also make sure you have Alexa to entertain you with your favorite songs and Starbucks coffee, my gosh may I say more just come and experience it yourself. read more

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Love this hotel!!! They are always so kind, take such great care of me, and the rooms are very comfortable. Also very well located in downtown Buffalo. read more

Walking in the lobby here is beautiful. Open and light. The receptionists great you warmly and are happy to take reservations. Which is what I was there to do. The gym is outstanding looking. On the 4th floor and beautiful views. You can use one of their lockers too, but no locker rooms as far as I noticed. It's a Starwood, so upper end, hotel. The entire place is smoke free. They have a program where they will loan you gym clothes and the gym is nice enough you will want to use it. The rooms start around $200. Wireless is free for some levels of Starwood members, others may pay $10 a day for it. The restaurant here is lovely, although I didn't eat there. Breakfast lunch and dinner. There's also a coffee cafe, Jakes. Forgot to talk about parking. There is some street parking with meters/ pay stations. Also valet parking down the alley off Delaware. read more

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Don't expect any care or assistance during your stay. I arrived early, I'm a Bonvoy Titanium member. I understand when rooms aren't ready or available, but the front desk was too busy bantering with each other to even attempt to find a room. The guy took my phone number and was going to text me when my room was ready. He never did. I waited for 3 hours and then went up to the front desk to check. She told me it was ready for a while, not sure why the guy never let me know. That was so unprofessional! Also, when I checked in we were part of a small group, but I made arrangements to pay with my Bonvoy Amex which makes my company expenses easier. However at check out they processed it on the master account and game me another shoulder shrug and oops. There are other hotels in Buffalo with better service. read more

We're airline crew members that got stuck in Buffalo because of the December Blizzard 2022. There's no other brand of hotel I'd rather be at. Nevermind the brand (which is always been a divine pleasure to be at), Thank You to the staff that stayed working at the hotel. Every one of them has the best friendliest attitude, despite the horrible weather and it being Christmas. The Asian girl and Thai guy at the front desk are an ABSOLUTE pleasure. They haven't gone without a smile all these days. They replenished what I needed in my room. Whoever hired these people made a GREAT CHOICE. This is one beautiful hotel (wonderful gym). Happy Holidays to you all at the Westin. I love this place. read more

Gave another guest a key to our room. Music plays loudly in the courtyard late at night until you ask them to turn it off. Fiancée got stuck in the stairwell. No water, no coffee. Don't stay here. read more

I have stayed here many times, Westin is such a nice hotel. NOT TONIGHT! Kids running everywhere! My entire group has called the front desk, they are doing nothing! Where are the parents ? Child neglect read more

I was put in this hotel while I was attending a job training in Buffalo and let me tell you, The Westin DOES NOT DISAPPOINT. The staff was so helpful, the rooms were state of the art and the overall upkeep of the facility was incredible. The location of The Westin Buffalo deserves nothing less than a 5 star review. Although (at least to me) there is nothing that exciting in Buffalo, this hotel is right near all the restaurants and what little there is to do in the area. I would def recommend The Westin for a stay -- you'll be blown away once you see how nice the spa like bathroom is. read more

Another buffalo staycation with champagne at check in :) I love their gym and was able to great a great workout in and relax at patina for a few cocktails. Great service! I'll be back soon. read more

The Westin Buffalo - Hotels Near Me - Buffalo, New York

First of all, grateful they are a pet friendly hotel! Our room was great--spacious and clean. Nice bed and bedding, strong shower, counter space, towels, a couple Aquafina waters, valet, a little cafe downstairs to grab stuff and free salt water taffy. We were very happy with the location and quality. read more

Great hotel to stay at if you are starting at the Buffalo end of Erie Canal bicycle trail...the western terminus is a 7 minute cycle away. Super easy check in. The room was spacious, clean, luxurious and had plenty of plugs for us to plug in our extra battery packs and gear. No free breakfast but there is a cool little walk up cafe called Jakes for coffee and Togo breakfast. There is a restaurant too...but we ended up going over to Pearl Street Brewery for dinner. Plenty of room for us to keep our bikes too. read more

The Westin Buffalo - Double queen room has a place to park your bike if you are riding the Erie Canal trail. - Hotels Near Me - Buffalo, New York

Very professional hotel. The lobby and the whole downstairs are decorated beautifully. The hotel is walkable to many great restaurants, and they even have a restaurant on the main floor of the hotel which is a great asset. The rooms are pretty nice, the beds are comfortable, and the TVs give you the option to project your phone on the screen so you can watch basically whatever you want. Overall enjoyed my experience here! read more

Very disappointed with our experience here this weekend...used valet service for onsite parking for overnigot, and was handed back the car with significant scratches and damage to one side, next morning at 6:30 am! The front desk person Miranda though was very sorry and promised her supervisor and/ or manager would call back to see what could be done to compensate...apparently the valet service they use is third party, and yet we haven't heard back now from anyone in 3 days! When we called they promised again that they are looking into it and would have someone call, but nothing so far! Very disappointing for so called Westin hospitality! read more

Wow. Wow. Wow. I travel a decent amount for work and also work in event management. I have NEVER come across service like I've experienced from the Westin Buffalo! I started by reserving a block of rooms for our wedding in September (wedding was not on premise). Our coordinator was amazing and helpful from start to finish. Upon arrival myself and our guests were greeted with champagne and superior customer service. The icing on the cake was one of the bellman drove my dad and sister to the wedding picture sight because the hotel van was out. The hotel made sure we were all taken care of. I wish every hotel had service like this. Of course the rooms were clean and great. I've been telling everyone I know to stay here if they ever need a hotel in Buffalo! read more

Great hospitality, perfect location in the theater district. Very clean, large spacious room. Nice waterfall showerhead and white leaf toiletries. I loved the lavender essential oils provided for your pillow. Fast efficient shuttle. Valet attendents were very helpful. I just wish they offered jacuzzi suites or had a pool. read more

Bad room with signage shining in. Bad service at bar/restaurant. Delivered food uncovered to room.

Stayed here for a few days as I was in town for a work conference. The staff here was so excellent and so accommodating that I had to tell them "no, it's ok" from taking my bags to my room, assisting me with little things such as wi-fi, food, cab service, etc. It made for a great stay here. Rooms were nice and the TV had a greeting for me when I came in the room. When I come back, this is the only place that I would look to stay at for a few days. Highly recommend on my end. read more

My fiance and I booked a suite here for our wedding weekend for ourselves and six other rooms for our wedding party after the AirBnB that we had booked for everyone (literally) fell through TWO DAYS before. Most of our wedding party was coming in from out of town, so we needed somewhere for them to stay. In a panic, we called the Westin, and they took care of everything. I could go on and on about all the stories that our wedding party and out of town guests had about how accommodating they were. Literally everyone had an anecdote about how they took care of us. My dad needed an SD card for his camera, and someone from the front desk went to a store, bought one, and didn't charge him for it. I will never stay at or recommend any other hotel in Buffalo other than the Westin after my stay. Not only is the staff incredibly hospitable, but the hotel itself is beautiful. The bar and outdoor lounge is so pretty. The drinks were great. We didn't get a chance to eat at the restaurant, but some our guests had brunch there Saturday morning before our wedding and said it was delicious. The robot that delivers sundries and treats is so much fun! When we lost our AirBnB, I thought our wedding weekend was ruined. We had planned for our wedding party to stay together. After checking into our suite, I had completely forgotten that it had been a problem in the first place. read more

Holy shit has Buffalo upped its hotel game in the past several years. This place is fantastic. Great service. Better location. Good bar. Fantastic bartenders (patina). Friendly staff, nice rooms. Amazing beds. A robot that will deliver your toothpaste, what a time to be alive. read more

New hotel in Buffalo. Pros- New and nice, good size rooms Nice fitness center Staff tried really hard Good location next to nightlife (though all of Buffalo is a little dodgy) Cons- New, still trying to figure out what they're doing Restaurant / Bar extremely crowded No pool No executive lounge read more

FIVE STARS ALL THE WAY. This hotel is fantastic from the service you get when you pull up to the door to the tech that they have in all the rooms. We were only here for one night and honestly we were sad to go. We are SPG members and have stayed at Westin's all over the world but this was by far one of our favorites. The hotel is brand new and incredibly well kept. We had forgotten toothbrushes and a literal robot came to our room to bring them to us, it was so cool! The bathroom was so nice with great products in the shower and the location is amazing. Our room was also gigantic, but I may have received an upgrade due to my SPG status, I can't recall. Location is right near downtown with a ton of great restaurants and bars. If I ever found myself in Buffalo again I'd definitely stay here, also not a far drive from Niagara Falls if you are looking for something to do/see! read more

I don't know where to begin besides this is the place I'll stay again the next time I'm in town. My wife and I stayed here for two nights because we were in town for a wedding. The hotel is beautifully updated, trendy, sheik, and worth the visit. Every employee from the front desk staff to the valet parking attendants were happy, helpful, and professional. The robot who brought an item to our room was one of the highlights of our stay. You'll have to stay here to find out more about it. The room was big, clean, updated, and everything worked to perfection. The housekeeping staff did a great job. Valet parking is $30 a day and you can come and go as you like. I wasn't aware of any other options in town. Was I happy about that? No. However it seems that's the norm for most places I visit. If you stay in a room near a suite, it will be loud until the wee hours of the morning. We were placed on the 5th floor, next to the Chairman's Suite. It was loud. Did we ask to be moved? No. Our fault. I had some time to kill in the a.m. so I went to their gym and worked out. It was one of the nicer hotel gyms I've seen. They had all updated treadmills and other cardio machines but more importantly the weights and equipment to do cross training was quite impressive. The hotel is located in downtown Buffalo and you can walk to many restaurants, bars, and sights. Even though there were a couple of hiccups with our room location and the price of the valet, it was well worth it. We'll be back in the Fall for some college visits. read more

This is the best Westin I've ever staying in, and I'm a gold member so I stay in them often. Clean, large and comfortable. What a joy it is to come into the room after a long day at work. Two excellent restaurants, and amazing staff makes this place a keeper if you're staying downtown Buffalo. The staff is top notch, and they have a cool robot butler that is a fun surprise. It's pricy, more than I expected for Buffalo, but it was worth the price. Room service was spot on, with excellent food with quick high-quality service. I eat at Jakes every morning and it was quick and fresh...their iced coffee is amazing. Patina, the large nice restaurant off the lobby, IS the best restaurant in Buffalo (by far!) with an amazing cool decor that is both trendy, welcoming and comfortable all at the same time. Best wine list in the area and the cocktails looked amazing. Large menu with delicious food, and attentive staff. read more

They have a ROBOT BUTLER. I repeat a ROBOT BUTLER. Arrived in a Friday evening of debauchery for my besties bachelorette party. Received 3 free drink tickets from the front desk for the celebration. Very wonderful drinks from Patina 250 delivered to our room. The room was super clean, very spacious for two queen beds, and tastefully decorated. The bathroom was spectacular. The hotel halls are wide, it was very quite when we came back at 3am. We did see the robot butler making a trip when we were leaving. Super cool. read more

Absolutly one of the best hotels I ever stayed in. Beds were so comfortable the rooms were large - even the hallways were super wide. What made the stay was the people at the front desk - Extremely helpful on sunday AM and so pleasant. (the robot that brought the toothpaste to the room was also a fun plus! As well as Alexa (googles) in the room! read more

Incredibly beautiful hotel - brand new. I stayed there on New Year's Eve, and the staff was incredibly friendly (except for the passive note about not partying in the hotel room...). Cute cafe in the lobby and really wonderful security to keep out non-visitors. Very comfortable bed and shower, and a stunning fitness center. The reason I gave only 3 stars include: the TV that wouldn't fully play any shows without fading in and out, a constant flickering lamp, and no free wifi (and I received NO cellular service in my room, so I had to go down to the lobby to make any calls, text, or go on the internet). The room was nearly 300 with tax for the middle of downtown Buffalo (not a hot spot destination), so improving these issues would be more accurate with the pricing. read more

Buffalo just got a whole lot better. Let me count the ways this hotel is a must - stay next time you are there: -exemplary staff, very helpful. Everyone very friendly and goes out of their way to assist. -My second time staying here in a month. Greeted as a Starwood preferred guest - make sure you sign up for guest rewards. -Fantastic fitness center - no excuse not to work out. Massive windows giving you great views - no dungeon workout. -widest hallways ever - weird comment but it is pretty nice. -great decor / colors -Patina restaurant in lobby - killer cocktails and nice space. free spicy popcorn. i managed to eat an entire bowl by myself. They refilled it - probably had a bet i wouldn't finish the second one. they were wrong! -excellent place in lobby to get grab-n-go or freshly made breakfast sandwiches. Seriously, this is a beautiful hotel - stay! read more

I am a Marriott gold member and the staff at the Westin Buffalo may have convinced me to exclusively stay at Westins moving forward. I travel globally for business and have to say that the service here from Zack and Maho at the front desk is second to none. They made my January stay in Buffalo fantastic! I highly recommend both the staff, service, rooms and meeting rooms! read more

The Westin Buffalo - 4th floor board room - beautiful table with A/V. - Hotels Near Me - Buffalo, New York

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Beautiful lobby, great rooms, wonderful bathrooms, cleaned nicely, and in a good location. Each room allows for communication with Alexa :) read more

The Westin Buffalo - Hotels Near Me - Buffalo, New York

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One of the best hotels we've stayed in! Excellent location, with many great bars and restaurants only seconds away! Completely amazed with the level of service, the hotel design and our room! Did not expect that at all. Really enjoyed our breakfast at Patina as well, top notch service there also. Made an already enjoyable date night trip a whole lot better. Will definitely be going back! read more

Amazing experience during the COVID era. From the start the people at the front desk were extremely accommodating of our room preference, and made every effort to make us feel welcomed. The room itself was very modern and clean, and they took the appropriate steps to limit interactions with staff- even having a robot assistant delivering items to rooms. The gym was surprisingly well-equipped compared to most hotels and was by appointment only which limited the people in the gym at one time. The coffee shop/restaurant Jake's had a tasty and convenient a la carte breakfast that was very reasonably priced. This hotel is doing things right and would 10/10 recommend to other people who may be nervous about traveling right now. Will definitely be staying there next time I'm in Buffalo. read more