I would stay at this Super 8 Kenmore whenever I would visit WNY, primarily because of its convenient location. Yes, it's a budget hotel, but it served the purpose well, with basic amenities and an accommodating staff. On my most recent visit, however, I found out that this hotel has changed drastically and not for the better. Here's the good, the bad and the ugly: The good is the great location: it's 10 minutes away from the beautiful parks on the Niagara River and 15 minutes away from Buffalo and Niagara Falls. The hotel is part of Wyndham Hotels and Resorts, they offer a free light breakfast in the lobby and the rates are reasonable. There is convenient parking in front of the hotel and two restaurants across the street. The bad: This place should be refurbished: the carpets, draperies and bedspreads in the rooms look dull and dirty. Additionally, the hotel needs to improve air quality and environmental cleanliness. The hallways, carpets and rooms reeked of cigarette smoke, which was odd, because this hotel claims to be a non-smoking property (they have a sign in the lobby that states they will charge guests $100 if they smoke in the hotel). Also, a musky and very unpleasant odor permeated the hallways. Some guests had the doors open to their rooms all the time, which seemed weird. The ugly: Poor management. Customer service is hit or miss; treating guests with respect is sorely lacking. One evening, when my daughter and I returned to our room. we found that they didn't even finish cleaning our room and there were no clean towels or facial tissues replenished in the bathroom. I requested more towels from a gentleman at the front desk. Later, this same gentleman came to our door and brought a woman along with him, who suspiciously looked into the bathroom and into our room. She firmly stated that they put fresh towels in the bathroom earlier when they cleaned our room; they did not. As if that wasn't enough, another woman who was very combative, showed up at our door and started shouting at us that she is the ”owner” of the hotel and that she “personally” cleaned our room and left clean towels in the bathroom. Intimidating guests who asked for clean towels! Absurd! Note that several other recent customer reviews of this property also carry the same theme of the cigarette smoke in the hallways and suspicious attitudes toward guests. Something is very wrong here!
21 Reviews