Best Western Plus the Inn of Lackawanna

Be very careful staying at this hotel. First, this hotel is no longer a Best Western brand hotel. We had a terrible experience in our stay. Throughout the night there was a consistent clunking in the pipes/walls and it continued to wake our family up all night long. When I mentioned this to the staff, they stated that they would provide a partial refund for the inconvenience. Now that I have returned home, I have had to follow up multiple times and they are reneging on their offer of the partial refund and say that it is our problem because we knew the hotel was under construction (even though they weren't doing construction through the night and that wasn't the issue). Customer service is lacking significantly at this hotel and we would recommend finding somewhere else to stay. less

This is no longer a BWplus hotel and I am not surprised. Service was awful - no one on reception when we arrived nor on 2 other visits. The hotel is badly in need of an update and there was work going on. We had to phone reception at 10pm to complain about the drilling. Breakfast was terrible. Many of the items advertised were not there and we even had to ask for plates and sugar. Bread and pastries looked very stale. The whole place needs a good clean The only positive was that the room was a good size and fairly comfortable. This was just an overnight stop en route to our destination which is a good job as there was nothing to do in the immediate vicinity. There was a small coffee shop next door but no restaurants. Only stay here if you have no other alternative less

This hotel is no longer a Best Western!!! and Trip Advisor should remove BW from it's description. We found this hotel while traveling thru Buffalo, NY. Saw highway sign for BW and followed signage. Upon arrival, we were informed they are no longer BW although the highway and street signage is still up as well as the BW sign in front of the hotel. We were too tired to look for another hotel, so we opted to stay. What a mistake. We were informed they are in the midst of renovation. That is an understatement. Our room 115 (handicapped) was partially remodeled ie new flooring. The entrance way and bathroom had to have been installed by incompetent workers. The caulking applied had already turned black. We had to ask for a desk chair, no coffee maker or microwave. Bedskirt was dragging on the floor needing to be recentered. This is lack of housekeeping to remedy. Night drapes had burn hole in it (non smoking hotel) and sheers had burnt holes in them. Upholstered chair was soiled and white stuff in AC - could have been mold or plaster. Breakfast was not attended by anyone and their oj was out. Also encountered some bugs - all in bathroom. This had a walk-in shower usable to wheelchair users. The approach to the shower was also dirty. Housekeeping should have scrubbed these black marks left by the wheelchair. Keeping us with this on a daily basis would eliminate this filthy look. Around 9PM we encountered someone hammering which lasted for about 20 minutes. Have to admit though that we did sleep well. less

Wonderful staff and beautiful hotel. Very knowledgeable front desk woman and very polite. BeuatiBea rooms. Clean. Great breakfast selection. Overall I would recommend this hotel solely bc of the front desk woman being so kind knowledgeable and explaining everything less

Checked in on the 17th. The room was not as expected. The bathroom had been updated. That’s all. They attempted to accommodate us with another room. We looked at it on the third floor. This was not updated so we remained in our room. The second floor was not an option due to construction. We then went to breakfast finding an English Muffin with green mold, which we showed to the MGR. The MGR took off half of the price of one night. Nights 2 and 3 were 3:00 AM wake up disturbances by multiple people in one room partying . The hotel finally excused them from the hotel. After being out all day on day 4, when we went to the room and it reeked of cigarette smoke, never on the 3 nights prior. The clerk gave us a spray to eliminate the smell. When we check out, the clerk knew of the 3AM disturbance. They adjusted the bill a few more dollars. The total inconvenience concessions never equaled 1 night stay. Wow! The staff was very nice. The breakfast was ok. Best Western did not do the right thing for all of the problems. I expected more. Not good!! less