“My family and I drove in from Colorado in an attempt to make it to Boston in a very long day of travel. In need of a hotel, I found the Westin through the Marriott app. We showed up exhausted, car was a mess, and my three little kids (all under 7 years old) were sick from various travel bugs, school stuff. I apologized to the valet since our car was full of dirty clothes and a 9 month old's puke. The hotel staff didn't care. They still went above and beyond and treated us like the most important guests. Free waters, kind service, all of it. The entire hotel staff rescued that hard day of travel. We then went to the on site restaurant (Patina 250). We ordered some food to go and it took a bit longer than we were told. I wasn't too concerned about it (we did just spend 14 hours non stop in a car), but the manager continued to update me and apologize. She was incredibly helpful. Once the food was ready and I brought it back to the room, I received a call from Patina's manager again apologizing for the wait (she knew I had little kids waiting). She sent two care bags up free of charge for the early morning travels. They had fresh juices, Naked smoothies, fruit cups, overnight oats, and treats. Again, I cannot believe this team did all of this for a small family from Colorado just traveling through. If you ever need a place to stay and a great meal in Buffalo, you MUST stay here. If we find ourselves back (hopefully enjoying Buffalo that time!), we will absolutely be staying here.”

“On March 15, 2023 at approximately 5:20pm in Buffalo, NY, I was walking through the lobby, the maintenance man was mopping. As I tried to go around him to avoid his wet floor, the gentleman said, "Excuse you!" I then said, "I hate to do this, but my things are behind you." It finally registered what he originally said, so I asked, "Did you say excuse you?" He said, "Yeah! Excuse you!" I said, "Did you really say that?" He said, "Yeah, why?" I said, "It's a little rude." To that he shrugged his shoulders. Then he's started to say something along the lines of he was sorry I felt that way, but I cut him off to not participate in a back and forth exchange. I frequent this site often. Everyone has been accommodating. I also plan events and the Westin is always the first on my list for location consideration. However, in my professional experience with client behavior I know two things to be true: •When a person is comfortable doing something, it's not their first time doing it. •When a customer is unhappy, they don't complain. They simply don't come back. I truly don't want the Westin to lose because of this one employee who, for now, appears to be an outlier. However, if he did it to me he's done it to someone else. Perhaps they simply avoided the nuisance.”