EMBASSY SUITES PHOENIX BILTMOR

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.

The place is great but most of the staff I encountered were rude to me & my guest “Not a “regular” Hilton franchise property.” This was said by their sales director he was rude unprofessional, sadly. Only person I had a great encounter with was the young lady that checked me in. I don’t recall her name but she was fantastic & helpful. She’s the reason for the 3 stars & not 1.