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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 is run down, dirty and in a state of disrepair. It reeks of cigarette smoke in the lobby. Our room was not clean (dust everywhere) and falling apart (missing drawer knobs, peeling paint, couch busting at the seams). There were piles of garbage bags on the floor near the elevator for several DAYS. And the front desk staff is shockingly unfriendly. The shower spits a fine mist at you. The sheets were itchy. The only pluses: a nice little park behind the building with a walking path and free parking.
Business response:
Please accept our sincere apologies for the disappointing stay you had, and we regret the issues you encountered during your stay. We understand the importance of clean and comfortable stay, so we have shared your comments with the housekeeping and maintenance team to be more diligent going forward. Moreover, we want every guest to be treated with respect and authentic, friendly service. We sincerely apologize this was not your experience. Your feedback will be used to improve our services, and we appreciate your patience. W... read more
Judge not lest ye be judged yourself Terrible customer service and judgemental employees spent two night without much issue except a shortage of dishes went to extend trip by 2 nights was told I would have to come down before 11 and rebook and then would have to switch rooms which was fine but after moving rooms I departed for work and my friend who was staying with me went to get her key coded and they said she had to leave the property because in the prior room was found some kind of needle cap she left upset and the hotel... read more
Business response:
Daniel, thank you for taking the time to leave your remarks. We regret the situation you described and if you received anything other than friendly service in the process. Please allow us some time to look into this matter with our associates. Thank you for your patience. Sincerely, Hotel Management
Very nice staff and great location near good eats and convenient shopping but horrible management. Screaming, yelling and fighting accompanied by throwing stuff and punching walls in hallways all night seemed normal at this place as it went on all night without it being shut down or ensuring the safety of any other guests. Needless to say we were there to rest and had to check out in order to get some rest in the car before going about our business early in the morning. Will never stay here again, thank goodness not all exte... read more
Business response:
Thank you for sharing your detailed review. We are disappointed to read about your experience and apologize for our associates not being proactive in resolving the disturbance that caused discomfort. We will discuss your comments with our team to be more diligent. On a positive note, we are glad you liked some of our associates and the convenience our location offered. We hope you will afford us the opportunity to deliver a seamless stay. Sincerely, Hotel Management
I didn't like how a lot of the cars were parked in two parking spaces so there weren't really any parking spots that you could safely Park without getting your car hit by another car, there were two baby roaches and the shower, there are strands of hair I'm assuming from the previous occupant, I had a wheelchair accessible shower and there was no way for the water to stay in the shower so it just when all onto the floor and I had to use every single towel that I had to pick it up including a sheet and a blanket from the bed.... read more
Business response:
Thank you for your detailed review. Firstly, we are sorry for the inconvenience you had concerning parking. We apologize for the issues in your suite and that one of our associates did not resolve them to your satisfaction. We will discuss your feedback with our housekeeping and front office teams to improve our service level. We hope you will consider staying again so we can prove our dedication to a seamless guest experience. Sincerely, Hotel Management
Business response:
We are very sorry for not living up to your expectations during your visit to our hotel. We never want a guest to leave unhappy, and we are disappointed this was your experience. We do hope you will reconsider and stay here again should your travels bring you back to our area. Sincerely, Hotel Management
Bad experience Lamps were broken room had a weird smell. Bathroom didn’t flush right. Shower water never got hot so it made it difficult taking a shower. Only good thing was price. Won’t be staying there again when I’m Arizona.
Business response:
Samuel, thank you for your review. We apologize for the maintenance issues you encountered and for the unpleasant smell you experienced. Your feedback has been discussed with the appropriate team members to address the problems you outlined. We hope you will consider a return visit so we can restore your confidence in our hotel. Sincerely, Hotel Management
ESA- Biltmore 11/2-11/5 DAW Staff was polite but the room lacked sufficient bedding, and towels. I should not have to request two bath towels- only one provide. Only soap provided, no other bath products. The carpet was very worn and extremely dirty. It made my feet black. i could not go barefoot in the room. Trash was piled up over 5 feet high at the exit door near my room and it smelled awful. Further, there was a barking dog in the room next door. I should not have to police the behavior of dogs; staff should be taking ca... read more
Business response:
David, we were disheartened to read your review. We were sorry to read that we did not live up to your expectations and apologize for the housekeeping issues you encountered. We take these comments seriously, and we assure you we will address the concerns you outlined to take appropriate actions. We are also disappointed that we were not aware of the noise problem, as we would have been happy to try and resolve the issue or move you to another suite. In the future, please know our front desk staff is always available to help... read more
Business response:
Bruce, thank you for choosing our hotel for your stay. We are sorry we did not live up to your expectations; please accept our apologies for the issues that impacted your rating. We hope you will give us an opportunity to restore your confidence in us on a future visit. 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 2,822 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.