Embassy Suites by Hilton Phoenix Biltmore

When we first arrived, we were pleasantly surprised at how nice it looked. Then we went to the front desk to check in, after checking in online and choosing our room. The front desk employee was rude. Also, the room that we had chosen when we checked in online, was changed. When asked why we’re not getting the room that we chose, we were told they didn’t know might be a water leak. When we came up to our newly assigned room, the cold water faucet in the bathroom did not work. We did complain to the front desk. OK, fast-forward two days and when they cleaned our room, they did a terrible job. They left dirty dishes in the sink, didn’t empty the trash and the nightstands on either side of the bed moved and our phone chargers were on the floor. And still the cold water didn’t work. We complained again and the maintenance employee came up. Removed the front panel on the vanity and discovered that the cold water had been turned off. Not sure why, but it had been turned off. We also had a problem with our TVs in the room and it took a day to get those fixed. The next day they didn’t bother to clean the room. When we called down to the front desk after being out all day, we requested towels. After 30 minutes, we still didn’t have towels, so we went down to the front desk. We were told the employee that delivers the towels was on break and they’d bring them up when they come back. The front desk said it was not their fault that we hadn’t got the towels yet. We waited another 20 minutes and finally got towels. This hotel has really gone downhill and is definitely not worth the money and is not a good representation of Hilton properties. The only positive thing I can say is that the employees that work the morning breakfast were great and the bartenders that work the evening reception and the restaurant do a great job.

Location

Clean

We have stayed here several times. Although the property was recently renovated, we had some issues with cleanliness and maintenance. The shower was covered in hair and dirt. The staff offered to move us, but our kids were already in bed. The toilet ran all night long....the noise was pretty irritating. The towel hook fell off the wall because it was not even screwed in. The worst part was a smear of blood on the wall by the thermostat in the room. They also charged for parking for the first time ($15)...that was not mentioned at check in. Not sure we will stay here again.

I was looking for a new destination for a 1 week getaway and thought of Phoenix. The hotel and surrounding area was really nice. Check in was quick and the room relaxing. I even extended my stay one day. Already planning a return trip.

I always enjoy my stay at the Embassy Suites. The staff from the check in counter to the dinning area make you feel welcome.

We’ve been going there for years and love it. The staff is always great. Melinda was wonderful when we first checked in.

Inside hotel made me feel like I was still outside in a small park with the sound of running water, mini bridge to taje puctures on and all that natural light from the large curtainwall.