Extended Stay America Suites Phoenix Biltmore

Top-5 least enjoyable experiences of my adult life

I had a great stay, aprox. 1.5 months. Great property and location. I especially enjoyed the hot tub. My second room had views of the pool and Camelback Mountain. The location is near a very busy shopping, dining are but just far enough from it that it's peaceful. Has a nice park and 51 Fwy entrance closeby. My room was on the 3rd floor so fully remodeled and very nice. The property is kept clean. Thanks so much to Brittney. She helped me out several times. Always professional and with a smile. Great employee should def be at least asst. manager. Here's the bad part. The weekend and night front desk people are not well trained. They know the basics only. Incident 1. Checkin on a Saturday night I hand the lady (was working there temp from another property) my license. She had to tend to something outside, came back and couldn’t find my license (if lost I would not be able to stay anywhere except my truck). I said “I gave it to you” she replied “what would I do with it?” She then found it under a pile of papers. Incident 2. My monthly rate reservation got cancelled by mistake. The same woman was very nice and reinstated my reservation. Sadly she did it wrong. She didn’t put in the monthly rate I originally had so my rate jumped to the highest rack rate. This happened during the weekend so I had to wait until the GM was working. Very unsettling period. Incident 3. I stayed there for 6 weeks and only was late paying rent the first time I had to pay. Due to lack of training this turned into a major hassle. I got locked out the back door 60 minute after rent was due. The two ladies at desk on weekend were very nice. Let me in and made me a new key. I asked “why was I locked out it worked earlier?” They said maybe because it was in my pocket with cel phone. IT DIDN’T OCCUR TO EITHER OF THEM THAT MY RENT WAS LATE. The next day another lady told me my rent was over $900 !! it went up by $300 for one week. She was completely unable to explain the bill, holding up a paper calendar from the wall and a calculator. She kept telling me there was no late fee and explained the reason it was so much more was because I was a day late. I was sooo confused. She wouldn’t give me a print out or didn’t know how. They have many maids that also work at front desk she is one of them. Again, an unsettling period until the weekend was over. Finally Vanessa the GM kindly fixed the whole bill for me and I appreciated that. I think its great you promote maids to the front desk but they need more training. If a guest is locked out maybe check to see if their rent is due. So….aside from the night time and weekend front desk hassles I highly recco this hotel.

This place has strange ways of offering service. The employees are nice enough, but are bound by stringent and overbearing policies that prevent them from meeting the needs of the folks they are here to assist. Some examples: The hot tub/pool area is only open 10a-10p, which is ridiculous since I can't use the facility at all before work. The "free" breakfast is useless, being no more than a handfull of oatmeal packets, granola bars and sugary muffins. When we asked for 2 more pillows to accommodate my partner's positioning/sleeping needs, they could only offer 1. We chose this location because it was near where we needed to be, but it would have been worth a short drive to have a facility and services that we could actualy use. I won't be staying at an Extended Stay America Suites again.