Arizona Biltmore, LXR Hotels & Resorts — Hotel in Phoenix

I'll start with the good. Reception, groundkeepers, housekeeping and the restaurant staff are all very pleasant and helpful. The food at both McArthurs and Renata's Hearth was very good. Renata's has a summer prix fixe menu which is great deal with several options for mixing and matching. McArthurs does some themed nights like taco specials and an Italian night. The property is also very interesting and expansive.

Now for the not so great...

They will email you asking you if you're celebrating anything and to let them know if there's anything they can do to make your stay special. Don't both filling it it out if you can read the website you're fine, they don't care and will not try to make it special, they also will get information incorrect.

They will also assign a title to you like Mr or Ms and they will use it excessively and even when you ask them to stop.

Do not order delivery, they will hold your order for ransom. I have Multiple Sclerosis, I told them this in the email they didn't read before my stay, I ordered Uber Eats to have it delivered to my door because I was in alot of pain after walking all around the grounds, so I got in the bathtub. I get a picture from Uber Eats of a shelf with my order sitting on it. I use the txt service for the concierge and ask if they have my order, they said yes and I could come get it whenever. I respond that I'm in pain and that's why I ordered it to be delivered to my door. I get out of the bathtub, dry off and walk down there. When I get the concierge tells me that they called the room(not the cell phone I was using to txt) and were going to offer to deliver it to my room for a fee. They like fees at the Biltmore, I'm surprised they don't charge you for the air you breathe. I said that was ridiculous as I already paid fees to Uber to have my order delivered to my door. This person's reason was because the resort was large, which was the exact reason while in pain I ordered Uber Eats, as I was explaining this he just walked off while I was speaking.

This all made me very annoyed so when I got back to my room I asked for a manager, I got Keith. Keith clearly isn't trained in the hospitality business at all, he said well we probably would've delivered it for free had you answered your room phone. I told him that he shouldn't call people Ms without them requesting it as you don't know what gender they prefer or their pronouns, he laughed at that. He didn't seem to care that I wasn't messaged about my lunch being delivered or that I had to walk to the lobby in the heat when I was already in pain or across the lobby or that his employee walked away while I was talking. For the employee walking away he pretty much dismissed it saying if I was upset and speaking to him that way, that's probably why he walked away.Not sure why that's ok but whatever. He also said that Uber couldn't deliver beccause they were strangers and there were 700 units on the property. All that says to me is at full capacity there are over 700 strangers to ME THE GUEST o n the property, I at least know that Uber does a basic background check I have 0 idea who any of the other guests or hotel staff are, and I can have as many people to my room as I want, soooo not sure how that makes any sense. He did comp one of the room charges. That did not make things better.

I asked to not be called Miss lastname multiple times however it continued even one time being called Mr/Ms and when I said I would prefer no title I was called Miss again. I then asked them to stop texting they continued including Keith on the last day.

Keith on the last day decided to send what I can only assume is very sarcastic message hoping I had a wonderful stay when he could very clearly see I did not. I did not pursue this at the hotel because there is clearly no point, you can't make people understand hospitality. I did email customer support and answered the survey with all these details and have received...

My wife and I have been going to the Biltmore 2-3 times per year for a while now. We've always enjoyed our time but lately things just haven't been the same. Unfortunately it looks like we'll we'll be going elsewhere.||First off as a diamond you'll more than likely get a 1 category room upgrade. Upgrades were more generous pre covid but if you get more than 1 category these days I'd suggest buying a lottery ticket. You'll also get $25 per person in resort credit but prices are quite high so it won't get very far. Not surprising for a resort of this caliber. ||The resort grounds are beautiful and the place has a lot of history. The rooms are good but at the price point they charge during high season I'd expect better. Most of the staff is very pleasant. Housekeeping does a good job. Even when the place is busy you can find some solitude at the quieter pools. Fitness center is one of the better ones I've seen at a hotel.||However, we've had a few issues lately and the latest one will likely have us moving our stays elsewhere in Phoenix. There are just too many good resorts in the area to return to a place lacking basic customer service. ||First off for some reason I had 3 trips in a row where the room rate was changed from what I booked. The first time I caught it after we'd already left and had to call in to get it fixed. The next 2 times I had it sorted out while on property. Not sure how a rate could be adjusted 3 stays in a row but in the end it was fixed so not a big deal.||Second, our last stay my wife had a pair of new shoes taken from the room during turndown. We assume the lady cleaning just thought it was trash and took it without looking. Things happen so we weren't too upset by it. However, when we tried to talk to the hotel about it we were told they would investigate and follow up in a few days. We never heard anything. We're not upset by what happened but don't promise to follow up with us and then do nothing.||The most recent stay is what really left a bad taste in my mouth. We had a booking a few months prior but 5 days before I noticed a flash sale and rebooked since it was quite a bit cheaper. That moved the cancel policy from 3 days out to a week. As luck would have it we both got sick a day later. I called the hotel 4 days prior and asked to move the trip back to a later time. The lady on the phone said the manager that was in charge of the promotion wasn't in that day so she went to try their in house reservations. The manager there basically told us to pound sand. I appreciate the effort from the girl on the phone but the manager couldn't be swayed. The Biltmore is the only hotel in the world that refused to work with us. My options were to cancel and pay full price anyway or show up sick. I chose the latter. Every hotel I've ever called has worked with me by either letting us cancel or shift our stay back. To this day I will stay at those hotels even when it costs more because of the flexibility they showed me. Even the Conrad Hong Kong, which is in a part of the world that is notoriously by the book, worked with us. A manger there reached out to me saying that they charged my card for the full amount but when we could return just email her back and I could use the full amount toward a future reservation. It cost the hotel nothing but made me a fan for life and now every one of my future stays in Hong Kong will be at the Conrad. I could understand if I asked to cancel the night before during peak season but calling 4 days out during the cheapest time of year just asking to move the dates and being told no is not a smart decision. It's not like we were first time guests. I know diamonds aren't that important to this hotel but you'd figure they'd show a little bit of grace to people that have been coming here for many years. ||Bottom line is we really enjoyed our time here but it's time...

My wife and I have been going to the Biltmore 2-3 times per year for a while now. We've always enjoyed our time but lately things just haven't been the same. Unfortunately it looks like we'll we'll be going elsewhere.

First off as a diamond you'll more than likely get a 1 category room upgrade. Upgrades were more generous pre covid but if you get more than 1 category these days I'd suggest buying a lottery ticket. You'll also get $25 per person in resort credit but prices are quite high so it won't get very far. Not surprising for a resort of this caliber.

The resort grounds are beautiful and the place has a lot of history. The rooms are good but at the price point they charge during high season I'd expect better. Most of the staff is very pleasant. Housekeeping does a good job. Even when the place is busy you can find some solitude at the quieter pools. Fitness center is one of the better ones I've seen at a hotel.

However, we've had a few issues lately and the latest one will likely have us moving our stays elsewhere in Phoenix. There are just too many good resorts in the area to return to a place lacking basic customer service.

First off for some reason I had 3 trips in a row where the room rate was changed from what I booked. The first time I caught it after we'd already left and had to call in to get it fixed. The next 2 times I had it sorted out while on property. Not sure how a rate could be adjusted 3 stays in a row but in the end it was fixed so not a big deal.

Second, our last stay my wife had a pair of new shoes taken from the room during turndown. We assume the lady cleaning just thought it was trash and took it without looking. Things happen so we weren't too upset by it. However, when we tried to talk to the hotel about it we were told they would investigate and follow up in a few days. We never heard anything. We're not upset by what happened but don't promise to follow up with us and then do nothing.

The most recent stay is what really left a bad taste in my mouth. We had a booking a few months prior but 5 days before I noticed a flash sale and rebooked since it was quite a bit cheaper. That moved the cancel policy from 3 days out to a week. As luck would have it we both got sick a day later. I called the hotel 4 days prior and asked to move the trip back to a later time. The lady on the phone said the manager that was in charge of the promotion wasn't in that day so she went to try their in house reservations. The manager there basically told us to pound sand. I appreciate the effort from the girl on the phone but the manager couldn't be swayed. The Biltmore is the only hotel in the world that refused to work with us. My options were to cancel and pay full price anyway or show up sick. I chose the latter. Every hotel I've ever called has worked with me by either letting us cancel or shift our stay back. To this day I will stay at those hotels even when it costs more because of the flexibility they showed me. Even the Conrad Hong Kong, which is in a part of the world that is notoriously by the book, worked with us. A manger there reached out to me saying that they charged my card for the full amount but when we could return just email her back and I could use the full amount toward a future reservation. It cost the hotel nothing but made me a fan for life and now every one of my future stays in Hong Kong will be at the Conrad. I could understand if I asked to cancel the night before during peak season but calling 4 days out during the cheapest time of year just asking to move the dates and being told no is not a smart decision. It's not like we were first time guests. I know diamonds aren't that important to this hotel but you'd figure they'd show a little bit of grace to people that have been coming here for many years.

Bottom line is we really enjoyed our time here but it's time...