Name: Extended Stay America - Phoenix - Biltmore
Address: 5235 N 16th St, Phoenix, 85016, US

2/10

Poor

22 Jul 2026

Scott

The staff was rude and judgemental.

2/10

Poor

14 Jul 2026

Johnny

My girlfriend made a reservation. We arrived and my girlfriend went in to get paperwork signed ect;

2/10

Poor

07 Jul 2026

Christopher

This place was very dirty and unsanitary. I could smell weed when walking through the hallways and through the vent in my room. The couch was very dirty. There was a big stain on the cushion. There was an awful smell when I walked into the room. It was not comfortable to be in.

Family

10/10

Exceptional

29 Jun 2026

Belen

M

2/10

Poor

27 Jun 2026

Linda

As soon as turned off the lights, cockroaches started to come out. I had no pillows and the coffee table was on the couch. The kitchen also had parts for the stove on the counter.

10/10

Exceptional

25 Jun 2026

Jamie

One of the better properties I’ve stayed in. If I come back to Phoenix this will be my go to.

Self

10/10

Exceptional

21 Jun 2026

John

CLEAN

Family_with_children

10/10

Exceptional

18 Jun 2026

Adebayo

Nice environment, will surely come back

6/10

Pleasant

15 Jun 2026

norma

There was pee on the toilet when we fist got in there

Partner

2/10

Poor

13 Jun 2026

George

I am sorry guys. The individual I interacted with was wonderful. And I get that it is her job to tell me the place is safe. I came with an SUV stuffed because I am moving. I parked as close to the pool in a well lit area as was possible. But the light actually showed off that the vehicle was full. All important. Guest are families that I think in some cases were taking a break from being homeless. One man with a room near the door had empty plastic water bottles spread out all over the hallway. The hallway to get out. I googled and there is a history of break-ins. I left around 10:30 PM and found a place closer to the Biltmore with security. Peace of mind is worth the additional cost involved.

Self

2/10

Poor

11 Jun 2026

Vanessa

This placed charged me a pet fee but I don’t own a dog. I called to have them remove the charge and they declined. I asked them to provide me proof that I had a dog and they declined. I do not own a dog and am allergic to them.

Partner

6/10

Pleasant

05 Jun 2026

Adan

The front receptionist was asking inappropriate questions being a unprofessional.

Self

2/10

Poor

30 May 2026

Dianne

Horrible experience Dirty, smells bad in room, dirty sheets nothing was filled no TP nothing Homeless people staying there I was stuck there because the deal I had was non refundable
What an awful experience
Would never recommend
I recommend you take it off of hotel.com

Friends_and_family Family

10/10

Exceptional

29 May 2026

Micaela

Have had two very nice stays at this hotel so far. I especially appreciated the attitude of the efficient staff at the front desk who seemed especially friendly, not just polite. A maintenance issue could've been addressed better, but all the other aspects of our stay meet or exceed expectations. Room is clean. A/C, crucial in Phoenix, works great. Bed is comfortable enough for a hotel bed, shower is nice and hot, really appreciated the full refrigerator and freezer for restaurant leftovers. Kitchenette is very helpful touch as well. Didn't use the pool, but it looked clean and inviting.

Friends_and_family Family

10/10

Exceptional

27 May 2026

Arlene

Quite and clean

10/10

Exceptional

25 May 2026

Heather

Room was perfect except no fart fan. Other then that staff was great and the rooms and service was exceptional five stars they go above and beyond for sure

Family_with_children

8/10

Excellent

24 May 2026

Heather

Nice 0lace

10/10

Exceptional

13 May 2026

Ashley

staff was incredibly friendly

Family

8/10

Excellent

08 May 2026

Ronnie

First of all. I will stay at this location on future visits to the Phoenix area. The facility was clean and well maintained. The staff that I encountered were pleasant and business professional. The swimming pool, though maintained is my only beef. Geez it's open to the blazing Arizona sun but not a deal breaker. My room was comfortable but the sofa was a little worn. Would I stay in the same room again. YES. I didn't use the kitchen items and never opened the cupboards.
I'm sure everyone has their opinion about the facility but I was only there for two nights on this my first visit and I was comfortable with all persons contacted while there. Please remember everyone has an opinion about conditions they encounter when lodging. I've been to Asia, Australia, many places in Great Britain, Europe and Mexico. Lodging is different everywhere and my expectations have varied. I was truly surprised at the wonderful conditions here. Yes breakfast was all carbs, a no go for me, I got over it real fast and appreciated the price I paid for lodging. What's to cry about there are many eating places in walking distance.
I could go on but it will only be boring to someone. It's not a bad place. It's clean, has good and pleasant employees and convenient to Biltmore Area. If you don't like the facility you could always check out and pay a lot more somewhere else.

Self

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