Refunds secured for tourists who had hotel stays canceled before eclipse

BUFFALO, N.Y. (WIVB) — Refunds have been secured for several tourists who had their hotel stays at Aloft Buffalo Airport for the April eclipse canceled, the New York State Attorney General's Office said Friday.

According to documents from the Attorney General's office the cancelations were made by former hotel general manager Emar Fernandez in March, just over a month before the eclipse. The hotel had overbooked by around 120 rooms for April 7, the night before the eclipse. April 6 and April 8, the day of the eclipse, also had "significant" overbookings. Documents said they realized this in December 2023, around three months before they started canceling reservations.

In all, the Cheektowaga hotel was ordered to pay $9,000 in refunds to a dozen tourists.

Documents state that most of the canceled reservations were booked at a rate of $149 or less, which was "significantly cheaper than the rate being offered by other hotels in the Buffalo area during the solar eclipse." It further states that the hotel maintains that rooms showing as available at a higher rate during the overbooking period was due to a computer error.

The average rate at the hotel on April 7 was $132.24. Thirty of the hotel's 153 rooms were vacant.

On top of the refund, the hotel was ordered to adopt a written policy to prevent overbooking situations and to professionally handle complaints and require staff to take training on the subjects at least once per year.

“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," State Attorney General Letitia James said in a statement Friday. "“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."