Embassy Suites by Hilton Phoenix Biltmore

This was their wedding night - they loved the hotel, staff was very friendly - hotel was beautiful and very clean.

$340 a night, one would expect a high caliber hotel...but not in this case! If I could do a negative number I would. I stayed January 15 - January 20. Long enough to get a great snap-shot of the hotel and its operations/ infrastructure. Front desk and staff were nice and helpful. But the overall experience was less than ideal. I was part of a group of about 60+ families (hockey tournament) and more than half of us had to deal with a/some negative experience(s); no hot water, no water pressure, fixing unflushable or running toilets themselves, didn't receive the number of beds they reserved, doorknobs falling off, room entry issues, dirty rooms, no towels - but that is there story to tell. Concerns: Doors leading to the outside were not locked, or have a secure entry - you didn't need your key card to access the building. Basically, anyone could walk in off the street. I don't recall seeing emergency information posted by the door or on the door - but I could be mistaken. I will need to check pictures to confirm. I also dealt with low water pressure, no hot water, toilet was either slow to flush OR would fill to the rim before flushing, bathroom faucet wouldn't turn off (constant drip) and the handles would turn almost all the way around. A plumbing access panel was by the bed so it was ongoing bathroom nosies and running water sounds. Plus, the plumbing access panel had gaps around it (a direct cut into the drywall). A little caulk .... or a real access door might help with muffling the noise and potential bug entry. I did have a sitting area and a little fridge, which was nice. But I would trade that in for a hot shower AND a secure building entry. Upon check- in, I told the front desk I may check-out a day early depending on my schedule and was assured it was not an issue. I had the same conversation with two other front desk employees and was told that even though my reservation was through my credit card company (a 3rd party), it wouldn't be an issue to receive a refund for one day. All I needed to do was to call my credit card company after check-out and they would call the hotel to confirm. Well, I did all that and Embassy Biltmore denied my refund - I did purchase travel insurance through my credit card. Hmmmmm.... makes me wonder if I was denied because I was part of the group that complained about hotel accommodations. I need to, and will, do a little more digging on why I wasn't issued a refund. So, besides a crappy stay, the refund refusal just added insult to injury. All I can do is shake my head. Especially when I think of how much money they charge a night and how much they made of the huge group I was traveling with (60+ rooms for a minimum of 4 nights). For $340 a night (I was charged for 5 night stay)...I suggest you pass. Try the Drury instead. I think last year we paid $140 a night.

Ice cold shower Horrible bed Put in the handicapped room despite telling the staff I have a bad back and can’t bend over to brush my teeth, get in and out of bed, etc.

⭐️ Disappointed – Not the Hilton/Embassy Suites experience we expected. Do yourself a favor and skip this hotel. We recently stayed at this Embassy Suites and unfortunately had a very frustrating experience overall. The hotel is clearly very old, and it is in desperate need of major renovations. On top of that, the overall experience made it feel like it also needs new management, because many of the issues we encountered were ongoing, preventable, and poorly handled. Right when we arrived, I wiped down the counters and the white towel came away disgusting, which immediately raised concerns about cleanliness. Throughout our stay, housekeeping was inconsistent and often incomplete. Our towels were replaced incorrectly (we had 4 and were only given 2), cups left in the sink were not cleaned, and cups were not replaced. Trash was also placed into the trash can without even tying the bag. The room maintenance issues were just as bad. Our toilet constantly ran, and we repeatedly had to remove the lid and attempt repairs ourselves just to get it to stop. The rooms were also very humid and dark, and there was visible mold in multiple rooms within our party. Some guests in our group had no hot water for over four nights, which is completely unacceptable. Beds and pillows were incredibly uncomfortable, making it difficult to get quality rest. The property felt poorly managed overall—elevators were constantly broken, sometimes more than one at a time, and the stairs were very difficult to locate or access. Trash cans in the rooms were far too small, and there were no freezers in the rooms, which made it difficult for families traveling with kids. One of the biggest ongoing issues during our stay was the pool towel situation. Over our entire 5-day stay, the pool area consistently had no towels available. Every time we asked, staff repeatedly said they were “coming,” and we were told they were trying to keep a “safe environment,” but the towels never showed up — or they would take hours. This seems like it cannot possibly be a new problem, and it’s hard to understand why management wouldn’t simply purchase more towels if this is happening constantly. Speaking of families, this hotel was surprisingly unaccommodating for children, and we had multiple disappointing interactions with staff. The security guard was very rude, and we even witnessed bar staff refusing to provide a child with water, even though the child was accompanied by an adult. We also saw multiple guests locked out of their rooms because the door lock batteries were dying, which caused repeated issues and delays. Another concerning detail: we observed cleaning staff mopping the carpeted elevator floors, which seemed unsanitary and ineffective. To top it off, the bathtub in our room was peeling, adding to the overall rundown feel. ✅ Positives: The balcony was very nice The pool was child-friendly and wheelchair accessible The room layout was great The happy hour (2 drinks) was a nice perk The breakfast staff and breakfast were outstanding — truly the best part of the stay Overall, this stay fell far below expectations for a Hilton/Embassy Suites brand. The cleanliness, maintenance problems, and lack of basic accommodations made it difficult to enjoy our trip. I hope management takes these concerns seriously, because this property has potential, but it needs major improvements — and honestly, a complete reset in how it’s being run.

I absolutely love the Embassy Suites, but this time and this particular one put a very nasty taste in my mouth and it upset me tremendously. We had booked it for 5 nights with our Hilton Honors rewards and after a long day of traveling from out of state as we were going to our room, we were having problems having access to the digital key on my Hilton app. It took us almost 30 mins for the hotel staff to try helping me with the problem when they could have just given us physical digital access cards. I had to be the one to ask them to give me those. Then as going to take a shower, I noticed the shower didn’t have any hot water and had no water pressure. Their tech came to our room and said it would take him a long time to fix it. He also said that their plumbing is very old. Their front desk said they were completely booked and didn’t have another room for us to move to. We had to wait until the next day after noon, but even then they couldn’t guarantee availability. They said they couldn’t help me find another one of their sister hotels. Needless to say I had to find another hotel on another booking site and ended up downgrading my hotel for the next 4 nights. They didn’t even offer complimentary points. Unacceptable

REmodel is very nice. good location

Air conditioning chiller turned off for entire hotel first night. couldn't fix for the 2nd night toilets didn't flush well in room or the public restroom