Embassy Suites by Hilton Phoenix Biltmore

Reviews

• SH

  shiann hadden

  1 day ago
  1.0
  The rooms are dated and need some improvements. We had a room that the ac didn’t work in and I talked to the front desk twice about it but nothing was solved. The toilet was busted and we also asked about that and nothing. Overall disappointed with how much we paid and the service.
• JR

  Jacob Rokusek

  4 days ago
  5.0
  I loved staying here, rooms and amenities rock. But I have to say the bar staff- Stacy and Gloria went way above and beyond to uplift me when I had a rough day. I love seeing a place where people are uplifting because they’re happy at work.
• DP

  Deena Pastore

  5 days ago
  1.0
  I have put off writing this in the hope that management would honor their promise. Unfortunately, it’s been one month, and several attempts to resolve the situation have gone unanswered. I had to cut short my 5-night business stay due to room conditions. I had multiple insect bites on my legs, arms, and trunk that worsened with each night in the hotel. Outside of the hotel I was in a conference room from 9 am till 6 pm. Extremely disappointed as I have business travel twice more to the area this year. Lupita in the bar/restaurant gave excellent service as did the lovely employees at the breakfast area.
• JC

  Joel Corrales

  Feb 22, 2026
  1.0
  I was told at the front desk that my original booked rate would be honored. At checkout, the invoice reflected a higher rate. When I reached out via chat to resolve it, I was dismissed by Alize (Chat) and told the employee I spoke with “doesn’t work there.” Whether it was miscommunication or poor internal tracking, the result was the same: I was charged more than promised. Double-check everything before you leave—get the rate confirmed in writing and review the final invoice carefully. I spent over $900 in one day on rooms, and it’s disappointing that the issue couldn’t be resolved over $100. Both the front desk and the guest services line redirected us without providing a solution. I hope this feedback is taken seriously, as this experience has impacted our decision to stay with Hilton in the future.
• RU

  Rebecca Urich

  Jan 19, 2026
  1.0
  ⭐️ Disappointed – Not the Hilton/Embassy Suites experience we expected. Do yourself a favor and pass on 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.

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