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Extended Stay America - Phoenix - Biltmore
- Hotels
- Phoenix, AZ
About this business
Location details
5235 N. 16th St., Phoenix, AZ, 85016, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 12:00 a.m. to Midnight | |
| Tue | 12:00 a.m. to Midnight | |
| Wed | 12:00 a.m. to Midnight | |
| Thu | 12:00 a.m. to Midnight | |
| Fri | 12:00 a.m. to Midnight | |
| Sat | 12:00 a.m. to Midnight | |
| Sun | 12:00 a.m. to Midnight |
Not clean and no quiet time. Location was perfect! About the only good thing about this place. Front desk check in was smooth and easy. Very friendly. However, the room was very dusty, the pull out bed had dirt from shoe marks and hair on the mattress cover. Guest were jumping around and dropping stuff above us. the floor above us . I called front desk and asked them to please call them to tell them to stop. But, they didnt call them.. They made noise till 11pm. Guest also sat outside of their door down the hall from my room... read more
Business response:
Elycia, thank you for sharing your feedback. We sincerely apologize for the issues that impacted your stay. We never mean to disappoint our guests, and we appreciate you bringing these concerns to our attention. Our top priority is to take care of our guests, so please be assured that we have discussed your review with our front desk and housekeeping teams appropriately for a better guest experience. We are grateful for your thoughts on these matters and your patience. We hope you will change your mind and return so that we ... read more
Both rooms had very old and dirty sheets and mattresses in the couch beds.. and one room didn't have a microwave or any trash cans which was necessary , a broken door. The other rooms bathtub draining was backed up non-functioning. The hotel clerk had to move us to a different room across the building late at night around 11:00pm and we had put clean linen they provided us on our own. The pool also not very clean, hot tub was cold. Not a very good experience and unsatisfactory when other hotels such as this were better for t... read more
Business response:
Angela, thank you for being our guest and for sharing your comments. We are very disappointed to read about the issues you encountered. Please accept our sincere apologies for not delivering the exceptional stay you deserved. We take our guest’s feedback seriously, and we have discussed them with appropriate teams going forward. We hope you will change your mind and reconsider us when your travels bring you this way. Sincerely, Hotel Management
Staff unavailable and unapproachable for common needs and concerns..Excessive waiting time at the counter to ask a question, only two chairs in lobby so I had to stand a long time...I was exhausted before I checked in from driving out of state.. Had to book room for a consecutive day was told to go online from lobby staff... My key wouldn't work for the room staff sent us upstairs to recheck several attempts before staff arrived to investigate why the key wasn't working, which took 40 minutes of waiting...I asked for towel a... read more
Business response:
Melody, thank you for choosing us and for posting your comments. Our primary focus is on exceptional experiences in all areas; therefore, we are very disappointed that we did not meet these expectations. Please accept our apologies for any service issues that impacted your stay. This is not typical nor acceptable, and we will look into this matter to ensure it is not repeated. We will also share your feedback regarding the issues with the key cards with the appropriate individuals and make sure we prevent such reoccurrences.... read more
Boiler went out in morning before I could shower, so ice cold water. Found a used towel on the back of the bathroom door. Just not a good experience.
Business response:
Michael, although difficult to hear, candid reviews such as yours make us refocus our efforts to create a better stay experience for our guests, and we sincerely apologize for the maintenance and cleanliness issues in your suite. We must follow the processes in place to ensure each guest suite is well maintained. Additionally, we have a responsibility to place a suite in an out-of-order status as necessary when it does not meet our standards. We apologize you did not have a better experience during your stay, and we are cert... read more
The hotel was over booked. We had reserved a king size bed but was not available. The keys to the door did not work. There was no hot water on Saturday, April 22. Dogs were barking in the time we were sleeping, Overall, we were disappointed.
Business response:
Eleanor, thank you for sharing your feedback. We want to apologize that the room type you requested was not available. We regret any frustration and inconvenience this caused, and we are very grateful for your patience. We do everything possible to honor requests; however, it is not always possible, depending on our occupancy. Also, we are sorry about the dog barking and the disturbance this caused. We are pleased you alerted the front desk team so we could have a conversation with the pet owner to reiterate our pet policy. ... read more
We booked and pre-paid for a room only to arrive at 10:30 at night and be told they didn’t have a room for us. The woman, Anna, working the reception was terribly unhelpful and rude. She had no problem solving skills. Furthermore, after she told us they had no room for us, she checked in two additional guests while I was trying to solve the problem. Another couple was also in the lobby who we learned that upon entering their room, they found feces under the bed and white pills on the floor that their small toddler could have... read more
Business response:
Kristin, thank you for evaluating your stay at our hotel. Please accept our sincere apologies for not meeting your expectations regarding your booked room. We do try to honor these requests; however, there are times when we do not have the room unoccupied and available. We understand your frustration, and we genuinely regret disappointing you. We are also sorry for the behavior of one of our front desk associates, and we appreciate you bringing this to our attention. We will share your comments with appropriate individuals a... read more
Condition of room. Lots of repairs and updates needed. Black mold in shower area under moulding. Chair for table filthy several stains.also cupboard had pieces of wood pieces
Business response:
John, thank you for taking the time to review your stay at our hotel. Please accept our apologies for not providing the impeccable accommodations you should have received, and for any inconvenience this caused. We aim to exceed our guests' expectations in all areas; therefore, we are disappointed that this was not your experience. We have shared your concerns with our team to ensure these issues are not repeated. We would love for you to give us another opportunity to provide you with the seamless stay you deserve on your ne... read more
Frequently asked questions about Extended Stay America - Phoenix - Biltmore
How is Extended Stay America - Phoenix - Biltmore rated?
Extended Stay America - Phoenix - Biltmore has a 3.2 star rating with 2,821 reviews.
When is Extended Stay America - Phoenix - Biltmore open?
Extended Stay America - Phoenix - Biltmore is open now. It will close tomorrow at 12:00 a.m.