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“This is probably the worst hotel I have ever visited.” 1 of 5 stars
Review of Extended Stay America - Phoenix - Biltmore

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Extended Stay America - Phoenix - Biltmore
Ranked #84 of 177 Hotels in Phoenix
Tucson
Level Contributor
10 reviews
10 hotel reviews
common_n_hotel_reviews_1bd8 10 helpful votes
“This is probably the worst hotel I have ever visited.”
1 of 5 stars Reviewed February 10, 2014

The first thing my fiancé and I noticed when we pulled into the parking lot was all of the trash on the ground. When I opened the lobby door the foul odor of smoke and stench was overwhelming. The receptionist was polite but informed us that the breakfast consisted of bagels, granola bars and coffee. She suggested that we drive around to the back and use the rear entrance to get to our room. When we parked we saw another guest propping open a secured access door with a water bottle! We stepped into the hallway entrance where there was a large uncovered trash bin next to the door and blocking a lighted exit sign! The odor in the hallway was even worse than in the lobby. In the room it wasn't any better. The size of the room was very small for an extended stay hotel. The TV looked new but it was small and not facing the bed. The bed pillows were stained yellow and the toilet was continuously running. Overall the room looked old and smelled horrible. When was the last time the carpets were professionally cleaned or replaced? The final straw was the note pinned to the corkboard on the wall stating that even though the dishes are cleaned to the company's standards, they do not meet the county's standards. We immediately booked another hotel room somewhere else, returned our room keys and checked out. GROSS!

  • Stayed February 2014
    • 2 of 5 stars
      Value
    • 3 of 5 stars
      Location
    • 2 of 5 stars
      Rooms
    • 1 of 5 stars
      Cleanliness
    • 2 of 5 stars
      Service
Helpful?
3 Thank Sean B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_11525, General Manager at Extended Stay America - Phoenix - Biltmore, responded to this review, February 11, 2014
Sean - Thank you for taking the time to write a review of your stay. Please accept my sincere apologies that our hotel did not meet your expectations. As this hotel's manager, I can assure you that your comments have been addressed with the staff and we are working to enhance our offerings moving forward, including cleaning services and our grab-and-go breakfast.

Thank you very much for providing us with your feedback. If you have any additional feedback, please reach out to me at pbi@extendedstay.com. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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70 reviews from our community

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Rating summary
  • Location
  • Sleep Quality
  • Rooms
  • Service
  • Value
  • Cleanliness
Traveler tips help you choose the right room.   Room tips (21)
Date | Rating
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English first
Saint Joseph
Level Contributor
8 reviews
common_n_hotel_reviews_1bd8 2 helpful votes
5 of 5 stars Reviewed January 23, 2014

as always great. clean rooms, great staff i felt comfortable. lots of places to eat and drink close by. it close to freeway and lots of shopping. i've stayed there many times and have not had any complaints.

  • Stayed December 2013, traveled solo
    • 5 of 5 stars
      Value
    • 5 of 5 stars
      Location
    • 5 of 5 stars
      Sleep Quality
    • 5 of 5 stars
      Rooms
    • 5 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
1 Thank Carol N
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_11525, General Manager at Extended Stay America - Phoenix - Biltmore, responded to this review, January 27, 2014
I appreciate you taking the time to post a review of our hotel. I'm so pleased to hear that you enjoyed your clean, comfortable room and our friendly staff. As well, I’m glad that the location of our hotel met your travel needs.

Thank you again for sharing your experience with us. We would love to see you again, should your travels bring you back to our area.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
carlsbad
Level Contributor
50 reviews
19 hotel reviews
common_n_hotel_reviews_1bd8 50 helpful votes
2 of 5 stars Reviewed January 21, 2014

I'm not normally a Nancy Nattering Nabob of Negativity, but one night in this hotel and my throat is still sore, as is my back! To be fair, I knew I was registering for a smoking room, as it was the only one available for the time I needed. I figured it would at least be cleaned up and not smell like an overflowing ashtray. WRONG! The minute we walked in, we should have run away, the smell was overpowering, permeating the bedding, carpeting, drapes, everything. The towels are as thin as paper towels, the bathroom tiles were cool design, but cracked. Front desk staff was friendly, and it is pet friendly, our dog was welcome for an extra $27. The "free breakfast" is a joke, a few muffins, some granola bars, and barely enough hot water for tea. Spend a little more, and get a whole lot better accomodations than this. Location is good, saving grace is the cute and yummy 5 & Diner across the street. Will not be going back, at all! I've been to extended stay hotels in other areas and they were much nicer, more updated, better quality bedding and towels, so it's just this one that needs some TLC!

Room Tip: There is not a good room in this place, talked with some other travelers in non-smoking rooms, towel...
See more room tips
  • Stayed January 2014, traveled on business
    • 2 of 5 stars
      Value
    • 3 of 5 stars
      Location
    • 1 of 5 stars
      Sleep Quality
    • 2 of 5 stars
      Rooms
    • 2 of 5 stars
      Cleanliness
    • 4 of 5 stars
      Service
Helpful?
2 Thank gataroja
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_11525, General Manager at Extended Stay America - Phoenix - Biltmore, responded to this review, January 24, 2014
I appreciate you taking the time to write a review of your experience with us. I sincerely apologize for the smell and cracked tiles in your room. In response to your feedback, I will be meeting with our housekeeping and maintenance staffs to ensure that these problems don’t occur in the future. As well, I am sorry that our grab-and-go breakfast did not meet your travel needs. Your review will be very useful as we continue to improve our breakfast offering.

Thank you very much for providing us with your feedback. If you would like to discuss this further, please do not hesitate to contact me at pbi@extendedstay.com. We hope that you will give us the opportunity to provide you with a better stay next time you’re in the area.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Prescott, Arizona
Level Contributor
32 reviews
7 hotel reviews
common_n_hotel_reviews_1bd8 19 helpful votes
2 of 5 stars Reviewed January 14, 2014

Beat up rooms with missing paint. A couple plastic glasses and one sad pan. A toaster that did not work. No one answers the phone when you call from the outside, EVER. No one answers when you call from the room either, EVER. And they apparently have security issues since we heard them begging the police to cruise their lot more often.

Room Tip: Choose a different hotel
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  • Stayed January 2014, traveled on business
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 3 of 5 stars
      Sleep Quality
    • 3 of 5 stars
      Rooms
    • 3 of 5 stars
      Cleanliness
    • 2 of 5 stars
      Service
Helpful?
1 Thank Greg S
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_11525, Owner at Extended Stay America - Phoenix - Biltmore, responded to this review, January 17, 2014
Greg - Thank you for providing us with feedback about your stay at our hotel. Please accept our sincere apologies that your room did not meet your expectations. In response, I am working with the staff to enhance our guest room offerings, including re-painting and ensuring all appliances and kitchen utensils are provided. As well, please know, guest safety is a top priority for our team. With that in mind, we do work closely with outside groups to help monitor the property. This helps us to ensure that all of our guests can relax and enjoy their time while visiting our hotel.

Thank you again for your feedback. We hope you will give us another chance to show you a better experience the next time you are in the area.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Phoenix, Arizona
1 review
common_n_hotel_reviews_1bd8 1 helpful vote
4 of 5 stars Reviewed November 7, 2013

No, it isn't the newest, hottest, most fun place to stay. But it is clean, the staff is great, and it has all of the basic amenities covered. It also has laundry facilities and a full kitchen. For the price, it's well worth a stay.

  • Stayed November 2013, traveled solo
    • 5 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 4 of 5 stars
      Rooms
    • 4 of 5 stars
      Cleanliness
    • 5 of 5 stars
      Service
Helpful?
1 Thank Randy K
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_11525, General Manager at Extended Stay America - Phoenix - Biltmore, responded to this review, November 13, 2013
Thank you so much for posting a review of our property. I'm so pleased to hear that your room was clean and the staff was helpful. Thank you again for your review. We look forward to seeing you in the future, should your travels bring you back to our area.
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Phoenix, Arizona
Level Contributor
33 reviews
33 hotel reviews
common_n_hotel_reviews_1bd8 18 helpful votes
3 of 5 stars Reviewed October 16, 2013

Got a bargain price through Hotwire,

No gripes really, other than the Cable TV selection is somewhat limited compared to other hotels. But there was a nice new big screen TV.

The Grab and Go breakfast can hardly be considered breakfast, just some granola bars and an apple. but better than nuttin.

easy to find. Perfect location for my needs.

  • Stayed October 2013, traveled on business
    • 4 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 4 of 5 stars
      Sleep Quality
    • 3 of 5 stars
      Rooms
    • 3 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
1 Thank Rusty L
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_11525, General Manager at Extended Stay America - Phoenix - Biltmore, responded to this review, October 17, 2013
Rusty - Thank you for taking the time to write a review of your stay. I'm glad that our location was perfect for your travel needs. Still, I am sorry that our grab-and-go breakfast did not meet your expectations. As we continue to make improvements to it, we will keep your feedback in mind.

Thank you again for your feedback. We look forward to seeing you in the future, should your travels bring you back to our area.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Dammam, Saudi Arabia
Level Contributor
24 reviews
20 hotel reviews
common_n_hotel_reviews_1bd8 14 helpful votes
3 of 5 stars Reviewed October 14, 2013

Went on price line and paid about 40 dollars a nite. Probably won't stay there again unless on a really tight budget.

Some of the good points.
(1) people at checkin desk were friendly
(2) laundry facilities and public places look nice
(3) room looked clean and decent - first impression.
(4) good central location.

Negative points:
(1) room was actually not clean - bathtub area was grimy and not cleaned well - you would think that if they only cleaned once a week - they would do a better job. Made living there feel gross and uncomfortable.
(2) Shower water not hot enough.

  • Stayed October 2013, traveled solo
    • 3 of 5 stars
      Value
    • 4 of 5 stars
      Location
    • 3 of 5 stars
      Sleep Quality
    • 2 of 5 stars
      Rooms
    • 2 of 5 stars
      Cleanliness
    • 3 of 5 stars
      Service
Helpful?
4 Thank ongo51720
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Manager_11525, General Manager at Extended Stay America - Phoenix - Biltmore, responded to this review, October 16, 2013
Thank you for taking the time to write a review of your stay. We appreciate the kind comments about our front desk staff; however, we apologize that the room did not meet your standards. I am talking to our housekeeping staff today to ensure that the bathrooms are being cleaned at company standards and that this does not happen again in the future. I really appreciate you bringing this to our attention.

If you have any additional feedback, please reach out to me at pbi2@extendedstay.com. We hope that you will give us the opportunity to provide you with a better stay the next time you're in the area.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Extended Stay America - Phoenix - Biltmore

Property: Extended Stay America - Phoenix - Biltmore
Address: 5235 N. 16th St., Phoenix, AZ 85016 (Formerly Extended Stay Deluxe)
Phone Number:
Location: United States > Arizona > Central Arizona > Phoenix
Amenities:
Fitness Center with Gym / Workout Room Free Breakfast Free Parking Kitchenette Pets Allowed ( Dog / Pet Friendly ) Swimming Pool Wheelchair access
Hotel Style:
Ranked #84 of 177 Hotels in Phoenix
Price Range (Based on Average Rates): $
Hotel Class:2.5 star — Extended Stay America - Phoenix - Biltmore 2.5*
Number of rooms: 113
Reservation Options:
TripAdvisor is proud to partner with Booking.com, Extended Stay, Hotels.com, Travelocity, Odigeo, Hotwire, Priceline and Expedia so you can book your Extended Stay America - Phoenix - Biltmore reservations with confidence. We help millions of travelers each month to find the perfect hotel for both vacation and business trips, always with the best discounts and special offers.
Also Known As:
Extended Stay Deluxe Phoenix/Biltmore Hotel Phoenix
Phoenix Extended Stay
Extended Stay Phoenix

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