Embassy Suites by Hilton Phoenix Biltmore

The room was amazing! The bed was super comfy, the toiletries were top notch, the shower’s water pressure was great, the couch was comfy. The breakfast was delicious, and the customer service was exceptional.

Absolutely unacceptable stay — avoid at all costs

I needed a reliable place to stay while in the area for surgery, and this hotel was an absolute nightmare. Because of my medical situation, I couldn't afford the stress or cost of relocating once I'd checked in — a decision I deeply regret.

The lack of basic hygiene was shocking. Within ten minutes of walking on the carpet, the bottoms of my feet were completely black, forcing me to make an emergency trip to buy cheap disposable socks just to walk around my own room. The rest of the room wasn't much better — The entire room was covered in grime, and I had to sanitize it myself with Clorox wipes.

Comfort was non-existent. The air conditioning was defective and never cooled the room, even overnight. The sheets were mismatched, worn paper-thin, and so threadbare in places you could see through them. On top of it all, the entire property reeked of stagnant mildew.

Management urgently needs to invest in deep cleaning, new linens, and basic property maintenance. This is, without question, the worst hotel experience I've ever had. Do not stay here. Not worth the money even if it was free.

Everything!! Very convenient with the bar, restaurant & wonderful breakfast. We needed to stay another day but there weren’t any available rooms which is the only bad part.

Our AC did not work properly but staff easily accommodated that and immediately came to check it and moved our room next door to an AC that worked.

It was so nice with a beautiful pond the elevators came quickly .

It was very nice very clean the staff was amazing the oool was great. The bar was great . The room was spacious. Bed was comfortable. The room was nice and cool . My kids loved it

I've stayed at embassy suites all over the world, but this one was the worst of any hotel I've ever stayed at! The staff, mainly Alize was rude and didn't care what we were going thru. She's supposedly the supervisor. It was 112° out and our A/C didn't work and the bathtub was peeling and leaking. The maintenence guy couldn't fix it. So we were moved to another room they said would be better. When we got back to the room that evening it was so hot in there and again the A/C was not working. Alize said the maintenence guy wouldn't respond to her calls and it was late so I told her my grandkids were falling asleep and she said she would send up a box fan to help. I said fine only she never did and said security couldn't find it. Then if that wasn't bad enough, the sinks had black mold coming out of them, so we all washed up with bottle water. I packed up our stuff and left the hotel at 3:00 AM. Alize said she couldn't refund anything because we went thru Expedia, but she would issue me 125,000 points to cover 3 nights. Found out she only have 25,000 points which didn't even cover one night. Earlier that evening another couple we met in the elevator said they were changing rooms because of the bad smell from the water. DO NOT STAY AT THIS HOTEL! IT IS UNSAFE, UNHEALTHY, AND THEY DON'T CARE!! See photos attached...

We booked this hotel for 3 nights to be able to do some sightseeing. The bad news is, there were some issues. The good news is, we got to bear witness to excellent customer service, well trained staff, and beyond that, genuinely good people.

Our first day, the AC in our room (and we discovered later, many parts of the hotel) wasn't working well. Since the outside temp was still 105 at 8 p.m., this was a problem. The front desk called engineering, but not much was being done and it was clear that they didn't know what to do. They did bring us a fan, which helped, but we had a pretty uncomfortable night.

The next morning, the manager, Issac, was pro-active, determined to solve the problem. He comped our room for the night before and changed rooms for us, personally inspecting the AC in the new room. Then, knowing that it was our anniversary trip, he and the staff delivered a special treat to the room for us to enjoy. We learned that many of the chillers for the building were freezing up, causing the staff many issues - instead of continuing to hide it, the staff acknowledged the situation and did what they could to help the guests (the heat wave was intense that week). We all became a team, instead of us being disgruntled guests. High marks to the management there for training their staff so well and for hiring caring people!

The hotel itself is a large well appointed space, pleasant and appealing. The food was excellent (breakfast and early evening snacks) and the property is centrally located, making touring easy. I recommend this venue to others for these reasons, and most of all, because of the caring staff.

This is a really good location. You can walk to the mall. The breakfast is decent. The Two drink happy hour is nice. The staff is wonderful. The rooms are large. I love the interior of the hotel. It’s like a giant atrium. The pool was the perfect temperature. This is the second time I’ve stayed there, and I would definitely stay again.

The hotel was beautiful. The staff were incredibly pleasant and parking was ample & convenient, though $30 a day extra seems a bit pricey to me.

Everything

Lovely open property, clean, no problems parking

Beautiful property - very open which I loved. Staff were so friendly and the breakfast was delicious. Location was pretty central which helped.