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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 |
This property was terrible! The front desk was only staff for very limited hours. There was no regular housekeeping, hallways were dirty. Rooms are in need of updating, cabinets have the paint peeling off of them, the windows have two locks, one of which is broken, the screen is broken on the window, the entry door at the back does not lock. The bed was missing a comforter, the room did not have a hairdryer and the staff said there were no more available and we would have to do without. Their idea of breakfast was a granola ... read more
Business response:
Richard, thank you for taking the time to evaluate your stay. We regret not meeting your expectations and apologize for the concerns you had with the guest room. We will share your comments with our housekeeping team and with our pest control provider to make sure we prevent such reoccurrences. We will also share your comments with our maintenance team regarding your outlined issues and immediately fix the problems. We will also share your comments with our team regarding the service issues you encountered and take the neces... read more
If you have to stay here because you have no choice then that’s understandable but if you have the extra money go elsewhere. This hotel was not worth the money for the two night we stayed and the reason started off right away at check in as there was only one person checking people in, I understand how Covid has hurt and I don’t mark off for that, however after the second person came in to help I had a gentleman that crowded me waiting to have his problem taken care of, that’s how small the lobby is, and then after check in ... read more
Business response:
It was disappointing to read that we did not meet your expectations, and we are truly sorry your stay was anything other than perfect. We are taking appropriate steps to ensure future guests do not encounter the same issues. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide. Sincerely, Hotel Management
The parking lot was dark (first clue), we were given the wrong room and therefore walked in on a man. The floor was sticky, the kitchen was empty, burn mark in microwave, bathroom reeked of smoke. Person pacing on phone outside of room, noticeably angry. 1 pillow for 4 people. So many unacceptable things to note.
Business response:
Jill, thank you for your honest comments about your stay with us.We sincerely apologize for the housekeeping issues you encountered which resulted in a disappointing stay. We have checklists in place to inspect every suite after it has been serviced. Unfortunately, we missed something during this process, and for thatwe sincerely apologize.We areworking with our Housekeeping team to reiterate the importance of our daily checklists to make sure this isn't repeated. We hope you will give us another opportunity to provide a bet... read more
Understaff. Rooms where not clean. Lots of unpicked doog poops around the property. Broken glass in the parking area. Dirty carpet throughout the hotel. I did not get the 2-bed room I booked and no one contacted me to informed me until I arrived there. I will nomlonger stay at that hotel nor ise expedia.
Business response:
Marc, on behalf of our entire team, please accept our sincerest apologies for our hotel not meeting your expectations. We do not take these concerns lightly, especially with the cleanliness of our hotel, as this is an essential priority. We will address this matter with our housekeeping associates to ensure that it does not happen again. We hope you will consider giving us another opportunity to host you in the future and to welcome you back again soon. Sincerely, Hotel Management
Poor Customer Service. Very poor customer service. There was no hotel representative to help you until 40 minutes later. There was no warm welcome, no smile, and very short with customers. To exacerbate my stay there was no rooms available until 3 pm so therefore I had a wait of almost three hours. Finally, upon checking in the representative could not find me in the system, an additional 40 minute wait. I would not recommend staying at your Hotel to my friends and family. I will further informed a large group of members tha... read more
Business response:
Pete, thank you for staying with us and for sharing your review. We are sorry you encountered the service issues from our front desk associates, as this is unacceptable. We have reviewed your feedback with the appropriate individuals, and steps are being taken to ensure such concerns are not repeated. Thank you again, and we look forward to having another opportunity to show that we are passionate about providing great experiences for every guest. Sincerely, Hotel Management
Property had litter everwhere. Trash on floor by check in, in front of elevator when we arrived. The outside smoke area wasnt only disgusting.looks like it hasnt been attended yo in weeks and im a smoker. Litterly counted 27 piles of dog crap as we walked from parking lot to building enterence. I chose this place because room has kitchen with utensils.the kitchen was completly empty including no coffee pot..hell the lobby coffee pot was empty. This is the very first review i have everbwrote in my life. Yes its like that. Tha... read more
Business response:
It was disappointing to read that we did not meet your expectations, and we are truly sorry your stay was anything other than perfect. We are taking appropriate steps to ensure future guests do not encounter the same issues. We hope you will accept our apologies and consider giving us another chance to show you the outstanding service that we typically provide. Sincerely, Hotel Management
Hair and spatters of blood on roof of shower. Both sinks were clogged and told that i coukdbt be switched rooms
Business response:
Sabrina, thank you for staying with us. We appreciate all feedback - good and bad - and we take your comments seriously. Please accept our apologies for the cleanliness and maintenance issues you experienced during your stay. Your review has been shared with the team so we can understand what happened and correct our process to ensure a better experience. We would appreciate another opportunity to provide you with a better experience on a future stay. Thanks again! Sincerely, Hotel Management
You do not feel cleanliness at all on the entire property. Dirt/garbage visible everywhere. First unit I got was completely uncleaned - dirt and hair in the shower. Next unit was a bit cleaner but I only felt comfortable walking around with my sandals on. I spent as little time as possible in my room. Some staff were nice but did seem to be putting them out. The manager quoted me a ridiculous rate for an extra night and claimed it was was the same rate paid. I booked online for $100 less. One night couple were fighting so lo... read more
Business response:
Mark, thank you for allowing us the opportunity to host you. We are concerned to read your specific comment about the instance you mentioned that caused disturbance. We take such a situation seriously and assure you we will look into it. We also want to apologize for the cleanliness issue that caused discomfort. Your comments matter a lot, and we will discuss them with our housekeeping team to be more diligent moving forward. We hope you will return to experience our hotel as we would have liked you to during this visit. Sin... read more
The room has a smell that was kinda gross. I’m not a guy who’s usually bothered by smell. Also my water never really got hot in the shower. I wouldn’t stay here again. Definitely overpriced
Business response:
Jason, we are very sorry for the condition of your room when you arrived. We work diligently to make sure our accommodations are perfectly clean and maintained upon check-in, and we obviously fell short in your case. Your feedback has been shared with the respective individuals, and steps are being taken to ensure that this does not happen again. We encourage you to try us again in the near future, and we are confident you will enjoy a better stay. Sincerely, Hotel Management
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 2,820 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.