Embassy Suites by Hilton Phoenix Biltmore — Hotel in Phoenix

It's the little things that sets a hotel and brand name apart; some for the better, some for the worse.  Embassy Suites by Hilton, Biltmore, in Phoenix lived up to neither the Hilton brand, Embassy brand, nor their Biltmore location. To say this property is tired, worn and dated is an understatement. Upon checking in I was advised the onsite restaurant was out-of-business, and that made to order breakfast was now a bagged breakfast picked up at the front desk. In today's world of instant information, how much effort would it be to update the property's website and advise people there is NOT an onsite restaurant and the change in breakfast due to covid?  Apparently too much.

Unfortunately that was minor compared to the room condition.

I  reserved, with cash AND points as a HHonors member, a premium 2 room king suite-described as: "Upgraded Premium WiFi, Keurig Coffee Brewer, snacks and drinks. Upgraded amenities in our Premium Suites make for the best experience yet. The assortment of  knon-alcoholic drinks, snacks and K-Cups are replenished daily."

For the record - there was no Kuerig, just a cheap hotel maker, no assorted drinks or snacks, in fact, there wasn't even decaf or tea included in the little box - nor was there coffee stirrers, only 1 cup sleeve, and a couple sugar and creamers.  The entire 'premium upgrade' was nonexistent.  Why, then, charge more for that room and listed amenities? At the very least discount the room rate to a standard room.  By not doing so - it definitely gives one the impression that Hilton is about your dollar not you. And if you doubt that...the experience that followed should make you reconsider. Lack of a snack and drink was inconvenient, lack of cleaning, however, becomes a serious safety issue. Now I understand covid has made a great excuse for certain shortcomings... And also gives hotels an opportunity to really shine and stand out based on cleaning protocols and such.   For all the empty assurances this property made... The last thing I felt was that the room was disinfected and thoroughly cleaned each visit. See the attached pictures. From the empty chip bag behind the living room chair, to the missing toilet paper dispenser bar,  leaking and rusted bathroom faucet, and actual hole in the bedroom sink basin-one thing was immediately clear.  "Hilton Cleanstay - Cleaned for your protection"... while stated on a door seal, and reiterated with mirror stickers, a wrapped tv remote and laid under a second TV remote (instead of  taking the effort to wrap... Or clean that device?) - while a nice gimmick slogan to attract guests - it was completely disengenous and outright false advertising.

Continuing on- The countless carpet stains, red liquid stains down through 3 bedroom drawers, filthy exhaust and intake vents, and bathroom corners literally black with debis.  The microwave door with food stuck on the outside, the bathtub faucet that was rusted and slimy, countertops with scum behind the faucet...

The most irritating thing was we arrived late and was too tired to take note of the room condition until the following morning - otherwise we would...

I am utterly disappointed and somewhat angry. With Covid-19 and the "upgraded" cleaning practices I was disgusted at the state of this room. I always wipe down common areas and have increased my cleaning a bit. I was excited when I saw a sticker which they said that the room was cleaned and sanitized. Let me go back a bit. I didn't take a picture of it, but that sticker "sealed" the room was put on top of another sticker on top of another sticker. An easy fix with some good be gone or just alcohol wipes. Ok I overlooked this. I started by wiping down the front area with the mini sink and coffee maker. What I saw was disgusting. The corners had not even been wiped down (pictures include.) Then I saw the chairs in the front room. I thought they had dust, but when I went to clean saw that it was not dirty, but beyond worn out (see pictures.) Let me then direct you to the bathroom. The soap tray was completely chipped. Literally a 25 cent fix that may sound petty but it just got worse from there. When I was using the toilet I was even more grossed out to see the caps were not only missing but the uncovered bolts had MOLD growing all around them. Not just a little, but a significant amount. This also has pictures in the photo area. Forward to me taking a shower. The tub was clean but the tub was chipped. Again quite a bit, pictures included. I'm cutting it short regarding the room, but wanted to add that as I turned the water on to the shower I noticed it was settling by the drain. I figured it would drain. It wasn't so I checked the drain to make sure it was open. It was but I was now knuckles deep in water. Seeing that it was not getting much better I cut my shower short. My husband went in next and noticed that it was still not draining and had in fact not drained very much. It took about 12 minutes for it to fully drain. Thus repeated when my husband went to take his shower. We went to dinner and noticed there was no hand santizer in the elevator. We brought it to the attention to the gentleman's attention at the front desk and he acknowledged. We came back later and still no hand sanitizer. We told them again and they said they were out until tomorrow. Now you ask, did we contact the front desk about the room issues. We tried until not only did the front not answer after multiple attempts but it also rang so long it would then make a busy sound. But wait there's one last thing. We got the rate which included the breakfast. I believe about $5 per person per night. It was a sack breakfast as to be expected. What was not expected was that the bag included a small can of cranberry juice, a small packaged bagel with cream cheese, an orange and a snack bar. Having been at this hotel multiple times in the past, but was beyond disappointed, disgusted and frustrated. This room should have been out of service. Not only because of the condition room, but because of the lack of cleaning on a normal visit, but appalling...

☆☆☆☆☆☆☆Please read☆☆☆☆☆☆☆

Update: Read below A few years ago my family and I stayed at the Hilton embassy suites at the biltmore in phoenix and we were totally impressed. Fast forward to today. WOW. THIS PLACE IS TERRIBLE. ●The lobby was so hot including the bar and reception area. They blamed the heat on the all the windows in the hotel but that's not true, it's management keeping the air conditioner temperature high due to cost. When we stay there a few year ago, it was in the summer and it had the same amount of windows and the place was very comfortable. ● Those poor employees having to work in a uncomfortable place. They had fans to keep them comfortable as possible. ●The carpet in the lobby truly was gross, it was embarrassing knowing i booked this room so my husband and i could get away for the weekend the the place was like staying in a 1 star hotel. Picture to follow

● Then we get to our room and the carpet felt so dirty we had to keep our socks on due to the how nasty it was. ●Toilet and the sink was clogged, so we had to get someone from maintenance come fix it. But in the mean time while they were fixing it ● I went to the lobby bathroom and there was a absolutely not one drop of soap in any of the 4 soap dispenser. Which leads me to believe they perfer thier customers to have unclean hands then supply thier paying customers soap to wash thier hands. Just puts some hotel room Bars of soap in the bathroom if your cutting cost. Don't have us leave your bathroom with unclean hands.

●I highly suggest you stay at a hotel6 and pay less versus staying here and pay a lot more and get the same or less quality of a hotel6. ● This is also the first hotel I have ever stay at were the internet isn't free unless you are a honors member.

》Listen people I'm over exaggerating, I'm being honest, save your money and look around before you book here, something I wish I would have done before booking my stay. 《 Thier excuse for the hotel looking this way is due to them remodeling. Why did they ever let this place get this way in the first place???? We checked out the next day to find a different place to stay. Room 303 Stayed August 9. Picture are all the cobwebs in the lobby. The other picture are of the gross carpet throughout the lobby, breakfasts, elevator and bar area. •••••••••••••••••••••••••••••••••••••••••••••••••••••••••• Update: recevied a reply back from owner stating thank you for your feed back and to 800# call this number to investigate my concerns. ●●●●●●●●●●●●●●●●●●●●●●●●●●●●●●● To the owner: Here are my concerns: Close this hotel down, clean it up, make it the name it use to be, or change the name to represent the conditionof your place. The conditions are horrible. Your employees are required to lie about the temperature in your lobby saying it's the windows but it's you putting then in a uncomfortable working condition . Open up your pocket book and do the right thing. This...