Extended Stay America Suites- Phoenix - Biltmore — Hotel in Phoenix

Update 02/05/2023:

Let's be clear, this hotel has banned me from ever being a guest in any of it's hotels nationwide, because I wrote this review. Whether they like it or not, I wrote about my personal experiences from April 8, 2022 to January 16, 2023. Evidently, if you write a review they don't like, they ban you from all of their hotels and I was banned 3.5 weeks after I checked out! I find it difficult at best to accept the hollow response from the current management.

Below is the original review.

It's Biltmore, but this place shouldn't be listed as such. I stayed for most of the year and that was because moving would have caused me issues. Let me start with the list of issues and it's easier to list than describe: Inadequate hot water No water Trash piles (indoors) Loud parties Physical fights (indoors) Smoking (indoors) Smoking Marijuana (indoors) Unkept swimming pool Unkept hot tub Broken pool gate Broken back door locks Broken laundry room door Broken washing machines Main entrance inaccessible after hours due to key entry being turned off Room keys deactivated almost daily No elevator October 2022- present (Jan 16, 2023) Homeless people sleeping in main entrance Homeless people gaining entry through broken door locks No security (patrol added January 2023) Police activity (indoors) No manager on staff Constant overcharges Complaints to management met with threats of removal (former management 2022) Complaints to management unaddressed (current management 2023)

This isn't a complete list, there were so many things that made our stay a huge disappointment. Our experience started off good and went down hill fast as good staff members left the company for "greener pastures". As far as management goes, they want nothing to do with complaining guests. I have called and written to no avail. My son even had a medical emergency requiring an emergency response team, the overnight staff would not allow the EMT's entry into the building, I opened the door for them. The hotel staff person after refusing to let them in, made rude comments to the emergency response team. This seems to be the new normal for the ESA brand. I for one, will save my time and money and book in more reputable hotel chains. As always, I wish I could give them negative 1000 stars for the nightmare stay we have endured. I would take this as a cautionary tale. Once your money is spent, it will be next to impossible to get it back when you find your premium property does not live up to your expectations.

I needed to update this. Since I left the property and moved out of state 3 weeks ago, I did happened to have a reservation at an Extended Stay America in another city, that was formerly a Woodspring Suites. After booking and an advance payment, I was informed that I am banned from all ESA properties. I was also informed that someone in Phoenix really doesn't like me. Just a little add-on to the cautionary tale..once they get your money, and that is all they care about, you will not get it back. If you stay and complain publicly about properties such as these, it's a safe bet you will be cast out. The safe bet is to stay far away from businesses that are NOT customer-centric. I would much rather have a business with employees are are overly involved, seemingly "too friendly" and always wanting to make you feel comfortable and welcomed. The good ones succeed in trying too hard and winning guest over with always being at the top of their game, and the bad ones, well, they pitch a fit and ban you from existing. Do yourselves a favor and stay away from the bad businesses that only care about taking whatever they can get from you and find the honest truly happy folks that still believe in exemplary customer service and quality.. definitely not Extended Stay America. I have posted screenshots from a company that claims ESA as a client. They actively state that "the consumer" is source of lost revenue. In reality, they should do a better job and the consumers of the world may not be inclined...

Ashley, the 'manager', was very rude to me; I don't think she should be working with the public...I understand policy, but there's a way to speak to people, & there's a way to escalate problems; Unfortunately, Ashley thinks it's okay to kick people down & out while they're sick...When I called corporate to complain about this location, the call kept getting disconnected; The man I spoke with claimed that Ashley said I was screaming & yelling in the lobby today...I told him to speak to Natalia (Natalie), a coworker who saw the whole interaction, & ask her if I was screaming & yelling. I don't like being LIED about. I didn't even raise my voice. I will be contacting the Better Business Bureau to let them know that Ashley is dishonest; I will also be reporting on the number of health code violations I've witnessed since being here. All I said to Ashley was that it was rude to wake customers up if they've already paid! That does not equate to me raising my voice & creating a scene.

God witnessed everything, so it's up to Ashley if she wants to blatantly lie & defame my character. I do not yell in public, so if she really said that I did, she, like all liars who slander others, will be met with some Karma.

Btw, this place was absolutely filthy when I moved in...I had to get my own vacuum & clean 3 times before it looked semi-livable; I'm unable to breathe well because of the nasty conditions of this place. I wanted to leave weeks ago, but unfortunately, I've been stuck because of the storms affecting travel, so now, at the last minute, Ashley decides I have to leave by tomorrow because I called her out for being rude. I'm disabled, which I told her, & I'm sick with stomach ulcers to the point where I can barely eat; When I told Anna, she literally rolled her eyes.

This place was one of the worst, most unwelcoming places I've ever stayed at. Not one employee called me about the violent tenants next door, even after I called the police on them for what sounded like severe child abuse. Tenants slam doors all day, & the cops are here a lot. This place is not safe for children, & rude people smoke in their apartments. Misty was one of the only people that was nice to me. Anyway, if I were you, I would go somewhere else & stay away from this place; There's a reason why there are MANY 1-star reviews. God knows I did not raise my voice to Ashley. Now, I'm stuck packing at the last minute & having to limp on a foot that's made of metal...I'm also sick because of their asinine policy of waking people up to rescan their debit card when they've already paid! As I suffer & limp in pain, God is watching all of the evil people who slander others...Knowing that He will bring justice to all liars & slanderers gives me some hope that Karma will come back to get Ashley for being so disgraceful & for leaving me homeless at the last minute. All of my pain...you will receive it back tenfold for throwing me under the bus & kicking me out. Instead of focusing on how unsanitary & unlivable your hotel is, instead, you attack a sick disabled person who is now homeless...You'll be hearing from the Better Business Bureau & possibly my...

Well It Has BOILED DOWN TO THIS !!! After being asked to put in a great word … I gave BILTMORE PHOENIX .. a 5 STAR ⭐️ REVIEW… few weeks ago AND NOT EVEN TWO WEEKS LATER … MANAGEMENT BY NAME OF VANESSA..had caused my FAMILY THE WORSE EXPERIENCE EVER💯NEW MNGR VANESSA , has done the following CANCELED MY ENTIRE 90day Reservation which Cancelled MY PROME CODE and Placed her own AMOUNT FOR ME TO PAY WEEKLY !! Where is this legal?? CanCELING RESERVATIONS AND CHARGING YOUR OWN FULL PRICE 😡HUH WHERE THEY DO THAT AT??????😡 THE TAXES WE ARE SUPPOSE TO RECEIVE BACK TO OUR CARD ONCE WE ARE TAX EXEMPT….. YEAH GUESS WHAT 😡 NEW MANAGER VANESSA USED THOSE FUNDS TO BETTER HER JOB LOCATION. Claiming to help me.. wHEN SHE NEVER CHECKED WITH ME… to UTILIZE MY FAMILY FUNDS💯 3.NEW MANAGER VANESSA HAS NOW.. CALLED THE COPS ON ME FOR NOT PAYING THE AMOUNT OF $508 on JUNE 13th 2025 LIES 😡LIES 😡LIES😡 IM TAXED EXEMPT PLUS HAD A PROMO CODE… my RATE I WAS INFORMED BY VANESSA AND MR CARLOS F. CONTRERAS JR…. That my MY RATE OF $55.79… times 7 days FROM THE ORIGINAL RESERVATION WOULD REMAIN THE SAME AND HONORED. PLUS I HAD A PROMO CODE Which is ONLY $390.53 With taxes WOULD HAVE BEEN ( HOWEVER IM TAXED EXEMPT) $62.80 =$439.60 HOWEVER IM TAXED EXEMPT 💯 I WAS TOLD TOO PAY BY FRIDAY EVENING OR ID HAVE TO PAY FOR 8 DAYS COME THE NEXT DAY !!! It was agreed upon by all parties. SO how WOULD U FEEL IF U TRIED TO PAY $390.53 and was told it’s $508…AT THE FRONT U NEVER HAD A HEADS UP ITS TIME TO PAY MORE OR THAT IT CHANGED I MEAN AND THEN WHAT HAPPENS …. U go TO PAY AND THEY DONE RAISED THE RENT ON THE SITUATION. 😡 U NEVER NEW😡 COPS CALLED!!! Because I Questioned-WHY IS MY RATE SO HIGH . Why is NEW MANAGER VANESSA UNDERMINDING THE AGREEMENT MR. CARLOS F. CONTRERAS WHO IS ALSO THE MANAGER FROM TUCSON…. WHO SET FOR ME TO PAY??? NEW MANAGER VANESSA CALLED THE COPS SAYEN I WAS A TRESPASSER .. COPS THREATENED TO TAKE ME TO JAIL PULLED OUT HIS CUFFS INFRONT OF MY DAUGHTER AND SAID THEY WOULD GO IN MY ROOM REMOVE WHOEVER IS IN THERE 😡AND CALL THE DPS TO COME AND TAKE MY KIDS IF I REFUSED TO PAY $106 for the NITE AND STILL SAID WE HAD TO MOVE😡💯 IM VERY DISAPPOINTED IN THE WAY THIS IS BEING HANDLE 😡AND NOW WE ARE REALLY IN A BAD SPOT💯NEW MANAGER VANESSA HAS CAUSED MY FAMILY HOMELESSNESS !!!!

PS A LEADER ,A MANAGER IN SOCIETY MUST NOT TAKE ADVANTAGE OF OPEN SITUATIONS… TO BETTER BENEFIT THE COMPANY .. REAL TRUE COMMUNICATION MUST PLAY A ROLE!!!! BEING A LEADER IS GUIDING YOUR FELLOW TEAM MATE AS WELL AS YOURSELF TO THE GOAL. 💯 THIS WAS VERY UNPROFESSIONAL 😔😡💯 I’m AWAITING FOR GUEST RELATIONS NOW 💯💯 LIES THREATS 💯😡💯WHO ELSE HAS GONE THROUGH THIS IN ARIZONA?? EXTENDEDSTAY WHATS GOING ON …. I KNOW YOU GUYS ARE NOT ILLEGALLY PULLING WEIRD MOVES !! Allow MANAGEMENT TO UNDERMIND THE HIGHER UPS …? ⭐️ When ARE THE ONES CREATING THE PAIN GOING TO GET STOPPED😡?😡NEW MANAGER VANESSA NEEDS TO BE HELD ACCOUNTABLE FOR ALL HER ACTIONS-AND SINCE I WAS FORCED TO PAY BY THE COPS ID LIKE MY MONEY BACK💯💯THIS IS RETALIATION💯 SINCERELY MS...