My son and I accompanied my husband on a business trip last week. We usually stay at Embassy Suites for family and business travel and until now have never been disappointed. This hotel was terrible and not at all in line with the standards of an Embassy Suites, or for that matter, a hotel that charges $200 a night. Before we booked and paid the nonrefundable rate , we called the hotel directly for information,but upon check-in we discovered we had received wrong information. When we tried to explain to the front desk attendant what we thought we were getting, she had an incredibly condescending attitude and kept cutting us off mid sentence, repeating the same thing over and over...."we do not have queen beds so I have put you in a room with 2 double beds...." . No attempt to apologize for the wrong information given to us, and even less attempt to hide the fact that she thought we were irritating morons. Incredibly poor customer service. We did not interact with the desk clerks after that, so this woman could have been the exception and not the rule.
The hotel is old and needs a major cleaning and remodel. The atrium is pleasant enough, but for goodness sakes, clean the windows! The 5 story windows are the focal point, but the size of the cobwebs on them are enough to make you ill, especially if you notice them while eating your breakfast! If you can see a cobweb 5 stories up and it looks like the size of Texas from the ground floor, then you know IT IS the size of Texas. And there wasn't just one, there were dozens! Yuck! The room we had was on the 4th floor overlooking the parking lot. Needs updating and cleaning. Rugs are worn, the bathroom is incredibly small, the air conditioner is noisy, and there is really no soundproofing. You can hear all the delivery trucks and the garbage truck starting at 3:00 am. You can also hear every time your neighbor flushes the toilet. If you are a light sleeper, then it will be a rough night's sleep. The plumbing is old as well, so at peak shower times, you will get scalded, then you will freeze, and then you may only get lukewarm water. Our room was not very clean. There was a large dark stain on the tile in front of the fridge, and large stains on the carpet. When we packed to leave, we checked under the bed for shoes etc. and found a disgusting mess! Goldfish crackers, food and other things that I didn't dare find out what! Again, for goodness sake, clean! The beds are on wheels so there is no excuse!
Parking costs $8 a day and it is not a secure lot. It is regular parking spaces around the hotel. There is no free wifi. It costs $14.95 a day/ per device! There is a bakery across the street with free wifi and really good smoothies and muffins.
The mall across the street is nice with some good food places like Paradise bakery, Cheesecake factory, and California Pizza.
All was not lost here though. The breakfast was great, and the women cooking the eggs, pancakes and French Toast were always pleasant, smiling and very willing to serve you. Don't forget to tip them, because they will be the best part of your stay. You will enjoy the breakfast and the coffee, just don't look up at the windows while you are eating!
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- Also Known As:
- Embassy Suites Phoenix
- Phoenix Embassy Suites
- Embassy Suites By Hilton Hotel Phoenix Biltmore Arizona