Extended Stay America - Phoenix - Biltmore

Business response:

Jennie, thank you for taking the time to share your feedback. We regret we were not able to accommodate you and apologize for the inconvenience you experienced. We will review this with our team to see what transpired and make sure we are well poised to serve you better. Unfortunately, financial inquiries on reservations made through a third party, prepaid booking site must be made through them, and we suggest you contact them directly. Once again, we are terribly sorry for this incident and hope you will choose to book a ro... read more

Business response:

Kate, thank you for your candid evaluation. We regret not meeting your expectations and apologize for the cleanliness issues you encountered. We will review this with our housekeeping team and take steps to ensure we are more diligent going forward. We also appreciate you bringing your observations to our attention. We are grateful for your thoughts on this matter as our guests' and employees' safety is essential. We will look into these concerns, and we thank you for your time and consideration. We hope you will return to e... read more

Business response:

Mireya, 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 b... read more

Business response:

James, thank you for the comments.We aresorry to hear you were inconvenienced by maintenance issues in your suite. Our maintenance team takes great pride in ensuring everything is working properly in each suite.We have shared your review with them to be sure the issues are resolved. Again, we apologize for any inconvenience and we look forward to having you back with us in the future. Sincerely, Hotel Management 

Business response:

Tara, please accept our apologies for our hotel not living up to your expectations. Since we are an extended stay property, we provide housekeeping services to guests who stay eight or more nights; however, these services are always available upon request for an additional fee. Your concern regarding smoke smell has been discussed with our respective staff to be more diligent going forward. We hope you will select us again the next time you are in this area. Sincerely, Hotel Management