Extended Stay America - Phoenix

Extended Stay America - Phoenix - Biltmore

United States , Phoenix Area - AZ
PHOENIX, 5235 N 16th St
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100 reviews shown

6/10

Pleasant

24 Apr 2026

Holly

the staff checking in was not very professional and made odd comments about my grandson. the room smelled of smoke and incense the floors weren’t swept and the towels were dirty. i asked for a blanket and more towels the front desk lady said there weren’t any then a man came out of the back room and said yes there is and gave us some. she then followed me out of the desk area to the elevator and said shhhh we had a noise complaint - it was 5 o’clock and we had been there 25 minutes. i was going to book for a week here for a surgery recovery but i have chosen not to come back to this hotel.

Friends_and_family Family

10/10

Exceptional

22 Apr 2026

Jarek

Everything was excellent and I had a great day could’ve had more use of coffee mugs and dishes and cutlery but overall I had an excellent day I will be returning

10/10

Exceptional

21 Apr 2026

Brenda

Everything was convenient

Self

8/10

Excellent

17 Apr 2026

Donald

Clean room, Floor in our room was unlevel but did not affect the stay

Partner

8/10

Excellent

14 Apr 2026

Amanda

Room was clean, staff was nice. We had a queen bed with a sofa sleeper and 4 people and there were only 3 pillows in the room so we asked for a few more and they would only give us 1 more so only 1 pillow per person which wasn’t great, there was only a tiny bottle of shampoo in the bathroom and a bar of soap, and we had a whole kitchen, but no dishes to use. Wish the free breakfast had some hot breakfast. I’d stay here again but you definitely need to bring a lot of your own stuff for it being an extended stay hotel what do you think would come with a lot of the stuff.

Friends_and_family Family

10/10

Exceptional

14 Apr 2026

REINALDO

GOOD LOCATION

Friends

2/10

Poor

14 Apr 2026

Vanessa

The room was dirty, the bed had food crumbs on the sheets. The chair to the desk had stains all over it and the room was dirty.

Friends_and_family Friends

10/10

Exceptional

07 Apr 2026

Alexis

It felt like a safe environment and very clean

Self

10/10

Exceptional

04 Apr 2026

Guadalupe

Always great

Self

10/10

Exceptional

31 Mar 2026

Fritz

Nice clean room and quiet nights.

Partner

4/10

Poor

29 Mar 2026

Grace

When the reservation was made, the request was two beds in the room. But during the arrival, a king bed and sofa was made available. I kept asking but my request was ignored. A towel rack was broken and pieces were left on the floor. No dishes/utensils or towels were in the room.

Family

6/10

Pleasant

24 Mar 2026

Sarah

No full breakfast just a coffee bar (it should state this in the description for the hotel). Pool was ok but lots of leaves and leftover towels. A front desk clerk was more busy with phone calls and I asked but couldn't get any pillows. Only two towels for eight people in a room.

Family_with_children

4/10

Poor

23 Mar 2026

Carla

No ice machine, sofa bed too small, no blankets for sofa bed, need more set of towels.
The pool area had no towels, front desk staff stated they are washing some and will be done in 20 minutes. Went back after 20 minutes and still no towels. No room service.
Not a good stay

Friends_and_family Family

2/10

Poor

12 Mar 2026

ANGELA

Paid for a room I could not use. Staff is not consistent.

Partner

8/10

Excellent

10 Mar 2026

Jeanette

Clean, quiet , convenient location

Pet

6/10

Pleasant

08 Mar 2026

Vadim G

Never went

Family

8/10

Excellent

08 Mar 2026

Joel

This was listed as \"breakfast included.\" The offerings were coffee, muffins, instant oatmeal and nutrigrain bars. Should at least have juices and something warm.

8/10

Excellent

08 Mar 2026

Melinda

Was here for once night for a wedding. Basic needs but room was clean and bed comfortable. Price was high but the least expensive in the area for this time of year.

6/10

Pleasant

03 Mar 2026

Lora

Overall I give this a 2.5. Very low end facility. Hallways smell odd..(old?). Absolutely a bare bones room. You have to ask for every little item. Floors were dirty upon realizing after wiping up a small water spill. Haven’t had a hotel room in near 15 yrs that didn’t have a hair dryer.

Partner

6/10

Pleasant

03 Mar 2026

Regina

The lady at the check-in was great. The complementary breakfast didn't have much to offer and the coffee wasn't very good. The room was quiet and comfortable. The beds could use an upgrade and were a little high in my opinion. Location was convenient to access the freeway.

Family_with_children

8/10

Excellent

01 Mar 2026

Kristin

Room was clean and spacious

Friends_and_family Family

10/10

Exceptional

27 Feb 2026

Juan P

Easy checking in and checking out,

Partner

8/10

Excellent

27 Feb 2026

Yuvraj

Staff

8/10

Excellent

22 Feb 2026

José Luis Ortiz

It was spacious

Family_with_children

6/10

Pleasant

20 Feb 2026

LAUREN

Location was good. Close to airport

Leisure Partner

10/10

Exceptional

18 Feb 2026

Peter

Clean room, friendly staff, great location

Partner

8/10

Excellent

17 Feb 2026

Jessica

Staff was courteous, room was clean and quiet.

Partner

6/10

Pleasant

17 Feb 2026

JOHN

Staff was fine , Rooms where not up to the standards for the area, no ice machine and no ice in the fridge, coffee was good, but the breakfast muffins where stale. The rooms are in need of a serious upgrade along with furnishings! We where in room 131 it sure doesn't look like the one's portrayed in pictures you show !

10/10

Exceptional

16 Feb 2026

Theresa

Clean, quiet, nice staff.

Business_and_leisure Family

10/10

Exceptional

16 Feb 2026

Theresa

Stay here frequently. Clean, quiet, great staff, nice warm pool. Conveniently located.

Business_and_leisure Self

10/10

Exceptional

13 Feb 2026

Joshua

big clean room and friendly staff.

Partner

2/10

Poor

08 Feb 2026

Jamie

This facility made me feel like I was staying in a free shelter. I was very uncomfortable and regretted making this reservation.

Business

10/10

Exceptional

05 Feb 2026

Mark

Everything went well and the staff were very nice. The room was clean and well-stocked. The bed was comfortable. The lighting was good and the TV worked. The hotel met expectations.

Business

10/10

Exceptional

05 Feb 2026

Chastity

Everything was clean and the staff were friendly. I would stay here again.

Friends_and_family Family

10/10

Exceptional

04 Feb 2026

Eva

I had a great experience. The room was clean. Staff were very nice.

Leisure Self

6/10

Pleasant

01 Feb 2026

Karla

The room had a bad smell

10/10

Exceptional

30 Jan 2026

Diana

Great service

10/10

Exceptional

29 Jan 2026

Frank

Room was clean. Shower was dirty. No alarm clock in room. No ice machine. Friendly staff.

Leisure Partner

10/10

Exceptional

28 Jan 2026

Matt

Aubrey was wonderful at the counter. Room is acceptable.

6/10

Pleasant

25 Jan 2026

Corrie

The staff was nice But the hidabed was really small and my daugher's 12 year old son barely fit on it. Her oldest son had to sleep on the floor also.

The breakfast offered was a granola bar, and muffins, and oatmeal.They were almost gone when they got down there at 7am.The oatmeal was already gone then too.
They did enjoy the pool and hottub.

Business_and_leisure Family

2/10

Poor

23 Jan 2026

Alexander

Room was not ready. 2 hour delay before check in

Leisure Family

10/10

Exceptional

21 Jan 2026

Cesar

Staff was amazing

2/10

Poor

20 Jan 2026

Jaun

Not the nicest/cleanest hotel

Leisure Family_with_children

10/10

Exceptional

18 Jan 2026

ERICK

The room was good

6/10

Pleasant

16 Jan 2026

Brad

It was listed that the property included breakfast. A breakfast strawberry bar does not count as breakfast - this was misleading.

Business

6/10

Pleasant

15 Jan 2026

Michael

Download speed was 2mbs and I was willing to pay $5.99 for upgrade but no one knew how to direct me to the pay option. I called corporate 2 for assistance but even calling a toll free number cost $1/per call.
The squeaky, uncomfortable bed was annoying but the kicker was the lukewarm showers 2 days in a row. Unimpressed.

Self

10/10

Exceptional

15 Jan 2026

Matthew

Ax work fine breakfast could have been better

Partner

10/10

Exceptional

14 Jan 2026

Jeanette

Friendly, polite desk clerk. Room clean. Great location.

Business_and_leisure Pet

2/10

Poor

14 Jan 2026

Wes

At 9pm I went to the front desk to request a late check out. The clerk working said I could check out at noon the following morning and wrote down a note of this. At 10:40am housekeeping knocked on the door. Later housekeeping, staff, and the manager all knocked on the door, called on the phone, and threatened to throw me out before noon. This is an unacceptable way to approach a paying customer staying in your hotel. The women manager has high axiety and should not be in the hospitality industry. Very rude and poor experience. Also the motel had odd stale smells in the hallways during the stay.

Business_and_leisure Self

10/10

Exceptional

13 Jan 2026

Bea

Wow! These was an amazing experience!
The staff were very kind and premises were clean and comfortable.

2/10

Poor

26 Dec 2025

Tyrene

My family stayed in room 210. The front desk was called after finding roaches in the room. Maria came up and saw the roaches herself, even stepped on one with her shoe. She apologized for the inconvenience. My family did not stay. They were offered to go to a different room but none was available. A request for a full refund was made and they left. The manager was not on duty and has not reached out to my family in regards to this. Yes, she has a contact number for us and a message to call us. We are currently waiting for her to call with a waiver code for a refund. This property will not be revisited by any of us again.

Friends_and_family Family

8/10

Excellent

19 Dec 2025

micheala

Inside the building was clean. But the exterior had trash, cigarette butts and we even came across some \"paraphernalia\" in the pool area.

Leisure Family_with_children

8/10

Excellent

19 Dec 2025

Pearly

Room was clean and

10/10

Exceptional

15 Dec 2025

Shawn

Spotless and clean quite no bums no homeless people hanging around

Business

4/10

Poor

15 Dec 2025

Jacob

The beds are terrible, the pillows are like paper, and the room was incredibly dated. I also found it strange that guests need to be checked in at the front desk…. The staff was great though, very kind and helpful.

Self

6/10

Pleasant

15 Dec 2025

Ernesto

The room had a musty smell
To it that was hard to get rid of . Staff was friendly breakfast was ehh

Leisure Family

2/10

Poor

14 Dec 2025

Susan

The sink had hair in the sink and the room had a bad smell. Needless to say we didn’t spend the night. We left and went elsewhere. It’s as bad as a cheap motel room. Don’t waste your money.

10/10

Exceptional

13 Dec 2025

James

Everything was as wonderful as always.

Business

10/10

Exceptional

13 Dec 2025

Steven

A/C was good, breakfast was'nt.

8/10

Excellent

10 Dec 2025

Josephine

The overall stay

Business

10/10

Exceptional

07 Dec 2025

Dianne

Room was comfortable.

Friends_and_family Family

8/10

Excellent

06 Dec 2025

Anthony

Yes

Partner

10/10

Exceptional

05 Dec 2025

Pam

A/C worked well and breakfast is limited

Partner

4/10

Poor

27 Nov 2025

Geraldo

Unfortunately, my experience was disappointing. From the moment I entered my room, I noticed that the kitchen furniture looked worn, with peeling edges, and there was no plate in the microwave.

The next evening when I returned, I realized my room had not been serviced—my bed had not been made, and no fresh towels were provided. I called the front desk to mention the issue since no one was there when I left earlier in the day. The young lady I spoke with said she would inform housekeeping but could not guarantee the room would be serviced. When I asked why, she explained they might be too busy.

When I came back later, the room still had not been serviced. I went to the front office to speak with the young lady in person, and she told me that one housekeeper had called out, leaving only one on duty, who chose not to service my room. I then requested clean towels, which she did provide.

Additionally, during the times I called while I was out, I was placed on hold for so long that I eventually had to call back repeatedly.

Despite all of this, I still chose to leave a small gift for the hotel—a set of 16 hangers and a measuring cup—items I had to purchase myself because the room did not have them.

Business Self

2/10

Poor

26 Nov 2025

Miranda

I’m not one to complain. But my stay here was awful.

Water was shut off for a whole day without informing me. I was met with annoyance when asked when it would come back on. I asked to speak to a manager and was told I could not. Tried to call the esa guest relations- not open, three days later, no one has returned my call. They also refused to give me linen for the pullout bed. Very poor customer service. No follow through when I asked for help. I ended up leaving two nights early and of course no refund.

Besides that, there was mold in the shower and the room stunk to high heaven, window wouldn’t open. I won’t be staying here or any extended stay again.

6/10

Pleasant

25 Nov 2025

Catherine

Though the property has kitchen amenities, there are no equipment readily at hand, you need to request them. The food to go like muffins and sachet oatmeal are controlled by the desk clerk, you have to point what you want and desk clerk will give it to you. The housekeeping is basically self service: throw the garbage on your own, ask for new towels to trade in for the used ones from the desk clerk. I also requested for housekeeping from the desk clerk but no one showed up.This probably how the hotel keeps the cost down but works for me for three nights of stay.

Leisure Family

10/10

Exceptional

15 Nov 2025

Anthony

Room looked great, but the water was not hot enough to take a shower.

Partner

2/10

Poor

13 Nov 2025

Javia

They entered my room and went through my belongings

Friends_and_family Family

8/10

Excellent

12 Nov 2025

Jeanette

Good AC, clean room

Business_and_leisure Pet

6/10

Pleasant

11 Nov 2025

Debra

The staff was very capable and friendly. The location was great and the primary reason we selected this hotel. The hallways were clean. The room was spacious, but needed updating. The cabinets in the kitchenette were in terrible condition, the bathroom vanity as well. The mattress was lumpy. The linens seemed clean, so that was good. There was an unpleasant smell in the room, that wasn’t in the hallway. The offered breakfast was meager, there was coffee, but the prepackaged muffins appeared to be kept behind the front desk which often was vacant, the staff seemed to stay in a back room most of the time. Glad we were not really there for an “extended” stay, felt bad for the people who were.

Friends_and_family Family

2/10

Poor

10 Nov 2025

Joseph

The overall experience was not good. We did not stay there for the night. Hotels.com buffered during the process for same-day reservations. got an email a couple hours later confirming reservation. Called the hotel to confirm with them since it was already check-in time. The lady was obviously overwhelmed when speaking with her. She stated they were fully booked. And then put me on hold for 12 minutes before I hung up. We drove down there anyway. When in line to check in the guy before us was advised they did not have a clean room for him to stay. He said give me fresh sheets and I will remake the med myself, and they did hand him fresh sheet. Not a best practice for cleanliness in my opinion. Then the couple just behind the first guy, demanded a refund for how dirty their hotel room was. Enough witnessed there to walked out. We found another hotel, more expensive, but worth it. Hoping this hotel was just having an off day, but with their scoring of 6.2 out of 10 on Hotels.com my guess it wasn’t. Live and learn, perhaps anyone who is adverse to dirty hotel rooms should consider hotels with a rating of 8 or higher, in my opinion.

8/10

Excellent

08 Nov 2025

Verified traveler

Convenient location. Clean room, reasonably quiet even though we faced the street.

Friends_and_family Family

6/10

Pleasant

06 Nov 2025

Yvonne

Pros: Location near everything on Camelback Rd, easy check in, front desk staff were helpful, clean rooms and spaces, pool was nice, fitness room (I didn't use it); kitchen w/full size fridge and microwave. Note -you do need to ask for some of the supplies like silverware, toaster, plates, pans, and hair dryer.

Cons: Breakfast (packaged muffins and Nutrigrain bars) behind the front desk; they didn't put coffee out until 6:00 a.m. and if you are from the Eastern time zone, you want your coffee earlier; only soap and shampoo in the bathroom; you hear everything in your room - hallway, upstairs, etc. so if you want a quiet place, this may not be a good option.

This is a lower cost option for the area so if you don't need the frills, it is a good economic choice. Overall my stay was good but there were the few things I would change.

Business

10/10

Exceptional

04 Nov 2025

Jeanette

Clean, air conditioning worked well. Comfortable bed. Broken drawer in kitchen that needs repaired.

Business Pet

8/10

Excellent

31 Oct 2025

Christine

It was clean, quiet and the pool was warm in late October. Breakfast was sparse with coffee, tea, oatmeal, mini muffins and nutri-grain bars.

Leisure Partner

2/10

Poor

26 Oct 2025

Satdeep

The staff was very rude. The breakfast was nothing just had a couple of muffins. WILL NEVER stay there again.

10/10

Exceptional

26 Oct 2025

Maria

No breakfast

4/10

Poor

26 Oct 2025

david

No food. No ice

Leisure

10/10

Exceptional

24 Oct 2025

Victor

Clean hotel. Nice kitchen inside room. Water area was good for back.

Leisure Family

6/10

Pleasant

21 Oct 2025

Rosie

The refrigerator door would not close. When I called downstairs to report it the clerk didn’t seem too concerned. I had read reviews about the place, they were all very positive. I suppose it was better than most of the properties of this chain of hotels. It was okay for a one off. I think I will stay elsewhere next time.

Self

2/10

Poor

20 Oct 2025

Kindra

At check-in we were told that while all of their rooms are pet-friendly and advertised as such, only a few actually accept pets. We were only given option of cancellation. I asked to speak with manager or pay extra cleaning fee for my cat but neither were an option, we were just turned away.

Pet

10/10

Exceptional

20 Oct 2025

Hector

Good place to stay , nice and clean. The only thing is that when I search for the hotel said breakfast included , and there’s only coffee and granola bar or muffin plus you have to ask at the front desk for the muffin . There’s no breakfast included haha .

Leisure Family

6/10

Pleasant

20 Oct 2025

pam

Positive was hot tub, however lots of leaves in it, front desk clerk was rarely seen, kitchen in unit and full size refrigerator was nice. No amneties in room..soap, shampoo, dish soap ect..
Good location

Partner

10/10

Exceptional

19 Oct 2025

melisa

Room was very clean , Everything work really will .Very quiet .Had good rest .

Leisure

4/10

Poor

17 Oct 2025

Glenn

Breakfast was a muffin and tried several days for coffee but no creamer or sugar. Staff said they didnt have any. The kitchen in the room was nice, but just empty cabinets. I tried to get a coffee maker, which they had available but you must purchase from a store off property. We ended up just going to find breakfast at different places. Basically just used to shower and sleep.

Leisure Partner

2/10

Poor

17 Oct 2025

Eric C.

Subject: Issue at Check-In – Extended Stay America Suites Phoenix Biltmore

During check-in on October 16, 2025, the front desk informed me that I owed an additional $11.98 because the room type I prepaid through Hotels.com was “unavailable.” I explained that the prepaid rate should be honored, as I had already paid in full.

Despite my explanation, the staff initially refused to correct the charge. After roughly 20 minutes and several requests, the manager was contacted and finally agreed to honor the original prepaid rate.

This is the first time I’ve encountered an issue like this in more than two years of booking through Hotels.com. I wanted to report it to ensure this property is aware that guests shouldn’t be asked to pay extra when their reserved room type isn’t available.

Thank you for reviewing this incident.

Self

8/10

Excellent

15 Oct 2025

Sylvia

It was stuffy in the room

4/10

Poor

14 Oct 2025

Eric

The bathroom smelled like urine. The walls were so thin that you could easily hear people in the hall, outside, upstairs. There was never any milk or creamer for the coffee and I had to ask for sugar. There were crickets in the room every day.

Self

4/10

Poor

12 Oct 2025

CUONG CAO

Microwave not working, staff untrained.

Leisure Family

8/10

Excellent

10 Oct 2025

John

Room was very clean

Leisure Partner

6/10

Pleasant

07 Oct 2025

Stephanie

Toilet had feces left. Mattress cover on the pullout had blood stains. Air conditioner put out cold air but was broken. Made loud sounds all night. Other than that it was okay.

Leisure Self

10/10

Exceptional

07 Oct 2025

Maylan

It's a dog friendly extended stay hotel so it was really nice to see a couple of very nice doggies. The people there are nice and everybody is respectful of each other's space and property. I only stayed for a couple nights but I slept very well and the bed was very comfortable. I did not hear dog barking at all and the place was clean upon my arrival. The front desk was helpful and they did not have any issues with early check-in or check out. I had a very comfortable and professional experience there. There's a diner right across the street. They have baked goods for breakfast every morning and free coffee. There is nothing in the rooms however you can request at the front desk if you need things like utensils. I would stay there again if I had to. It's a no frills hotel but it's safe quiet and comfortable. The hot water was hot and everything worked in the room.

Business Self

10/10

Exceptional

05 Oct 2025

Joemarie

Clean, a little noisy but good value overall.

2/10

Poor

01 Oct 2025

Philip

The only thing I can really say in its favor is that it's a usable room for a low price. Otherwise, it's severely cramped and it's hard to get to one side of the bed, especially with the TV poking into the small gap to get there ...

The front desk has a big TV and ominous warnings about security, sending a very strong vibe of \"This area is unsafe!\" I don't think it's that bad but they certainly try to convey that. Also, I and somebody else asked about a restroom to use (we were both checking in), and the front desk woman kind of sneered that there wasn't any.

I won't stay here again, and probably never at any other Extended Stay America property.

Leisure Partner

10/10

Exceptional

23 Sep 2025

Charles

Sonesta review

My room was clean and check i. Was easy

Self

6/10

Pleasant

21 Sep 2025

Evan