In March 2024, however, the Aloft Buffalo Airport Hotel began canceling reservations without notifying guests, leaving many unaware of their canceled bookings until they checked their accounts
New York Attorney General Letitia James has successfully negotiated refunds for consumers whose hotel reservations at the Aloft Buffalo Airport Hotel were abruptly canceled just before the total solar eclipse in March 2024. This incident drew widespread attention after the Attorney General's Office (OAG) received multiple complaints from frustrated travelers who had booked their stays months in advance to witness the celestial event.
In response to the growing number of complaints, the OAG issued a consumer alert and worked to reinstate some canceled reservations. However, many guests continued to report issues. Today’s agreement mandates that the Aloft Buffalo Airport Hotel pay $9,000 in refunds to nearly a dozen affected consumers who were forced to book alternative accommodations at higher rates due to the last-minute cancellations.
In addition to the tour group, Aloft Buffalo Airport was also overbooked due to an airline block of rooms that was not placed into the computer system, local staff overbooking rooms and a technical issue regarding the interface between Marriott’s Automated Reservation System (MARSHA) and Lightspeed, a hospitality property management system
Attorney General James is urging anyone who has not yet received a refund after having their reservation canceled to file a complaint online with her office.
“Many people were excited to see the total solar eclipse in the Buffalo area and booked their stay months in advance, but the Aloft Buffalo Airport soured their experience with last-minute cancellations,” said Attorney General James. “My office worked with consumers to secure refunds for these canceled reservations, and now, we’re delivering this money back to them, and ensuring that Aloft improves its customer service so this doesn’t happen again. I thank the customers who came forward and filed complaints with my office on this issue, and I continue to encourage anyone who believes they were taken advantage of to file a complaint with my office.”
On April 8, 2024, a total solar eclipse passed over parts of the United States, with Buffalo located in the path of totality, attracting tens of thousands of visitors eager to experience the phenomenon. Many travelers had booked their stays well in advance, some over a year prior to the event.
In March 2024, however, the Aloft Buffalo Airport Hotel began canceling reservations without notifying guests, leaving many unaware of their canceled bookings until they checked their accounts. The OAG managed to reinstate some reservations at no extra cost, but the cancellations persisted, leading to distress among customers, some of whom reported being mistreated by hotel staff when expressing their frustration.
As part of today’s settlement, the Aloft Buffalo Airport Hotel will provide $9,000 in restitution to compensate guests who had to find alternative lodging at higher prices due to the hotel’s abrupt cancellations.
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