Just a beautifully maintained historical wonder of old world luxury! Be sure and take the tour of the property; it's an additional fee but well worth it! Just gorgeous and such impeccable service. We ate at both McArthur's and Renatta's Hearth and both meals were amazing, as was the in-room dinner we had.
My Worst Experience Dealing with a Hotel
Jun 21, 2022
We took a week long vacation to Phoenix, Arizona in April 2022 specifically to stay at the Arizona Biltmore and relax for a few days along with celebrating my wife's birthday. We booked the stay through American Airlines Vacations, which we have used in the past and never had a problem with before. When we arrived at the Arizona Biltmore hotel and tried to check in, the clerk suddenly said he had to check something and went to get the front desk manager. We were told by the manager that they were overbooked and had to move us to a different hotel for the first two days. He continued to explain that we wouldn't want to be at the hotel anyway because there was a conference going on and it would be louder than normal - not a great way of advertising a resort. We did not believe him because he appeared to be trying to make us feel good about being moved to a new hotel, but we knew that everyone at the resort currently would be having the same problem if this were true. We are still confused as to how a hotel gets overbooked. Either you accept a reservation or you don't.
According to the fine print in the AA Vacations deal, they can move you to an equivalent hotel without compensation. They moved us to the Montelucia where we had stayed twice before. It is a much louder hotel and the rooms and resort aren't nearly as nice, even though it also rated a four-star resort. We specifically chose to stay at the Biltmore because it is a beautiful and quiet resort. I had also reserved tee times at the Biltmore golf course for our second and fourth days on vacation thinking that we would be at the Biltmore. We did not have a choice about being moved, so I asked about my golf reservations and getting my golf clubs that I had shipped to the Biltmore. They said it would all be taken care of and they would pay for Ubers to the Montelucia and back to the Biltmore the next morning. We were promised a nicer room that would be available any time on Wednesday that we arrived and free spa credits for the inconvenience. Unhappily, we accepted this because we knew what the Montelucia was like and we wanted the quiet resort experience we thought we would get at the Biltmore.
The next morning we took an Uber back to the Biltmore where I asked about my golf clubs. They were locked in the onsite FedEx office which was closed for another hour. They had to get security to unlock the office and get my clubs. In addition, when I got to the golf club for my reservation, they did not have my tee time on their schedule. I had arranged the tee times several weeks prior through the concierge at the Biltmore. It turns out that they did not have a record of either of my tee times, despite having a reservation number and having gone through the Biltmore concierge. They were having a tournament that day, so I had to wait an hour and a half before I could actually play. After golfing, I met up with my wife at the Biltmore lobby and we saw other families being checked in even though we were told they were overbooked and didn't have space for us until Wednesday. Clearly we had been placed at the bottom of their priority list.
We had arranged our stay in Phoenix around staying at the Biltmore, so we had spa reservations at a nearby resort, tee times at the Biltmore, and had planned to run along the canal, which is right next to the Biltmore. Since we were now at the Montelucia, we could not go running along the canal without driving there and we needed to take an Uber if we wanted to go shopping or even just get a Starbucks. The Biltmore is within walking distance to shopping, the canal, and Starbucks. We ended up renting a car, which was a cost we had not planned for - rental plus parking at the resort.
On Wednesday, we went back to the Biltmore around noon only to be told that they did not have a room ready for us. We explained our situation only to be told that the message would be relayed to the manager and to check back in an hour. We decided to get lunch at one of the restaurants while we waited. When the waitress asked how we were doing, we were honest and said that we were not having a good vacation and explained what had happened. She apologized on behalf of the hotel and told her manager at the restaurant. He came over and told us that the meal would be free and he would check on our room, which was a nice gesture. The meal was free, however, the manager never returned to give us an update on our room. We went back to the check-in desk after two hours, three hours, four hours, and five hours only to be told each time that they did not have a room for us. We were left to wander the resort without having a room to return to for five hours.
Finally, they seemed to take pity on us and placed us in a different room - one of the condominiums that they have on the property. We did not receive any spa credit, despite their promise and our asking about it. The condominium was very nice, but not very relaxing since half of our vacation had been spent at another resort or being completely displaced.
We truly tried to make the best of it, but it was very hard to overlook the poor experience so far. When we checked out on Saturday morning, we were told that they would compensate us for the entire hotel stay. We said thank you and left for the airport. It is now over two months since our stay at the Biltmore and we have not been compensated for the hotel stay. I have called a total of seven times. In the first few phone calls I was promised that they would relay the message to the manager who would call us back. The first two times, no one called me back. The third time, the manager said they would process the refund. Nothing happened for a week, so I called again and asked for a manager. I was again told that it would be processed, only to wait for another week without any refund. The next call I was told that they were working out who was responsible for refunding us - the AA Vacations group or the Biltmore and we could expect a refund shortly. After three more calls and promises that they money would be refunded, we have not received anything from AA Vacations or from the Biltmore. It appears that they are waiting for us to give up so that they do not have to refund us at all.
I know that they Biltmore is a beautiful resort and we would have loved to spend our entire vacation there, but when dealing with the administrative side of the hotel, we continually received the runaround. If you choose to stay at the Biltmore I would recommend not using a third party for the reservation and not leaving the property if they offer to move you to a different hotel.
Girls' Night at the Biltmore
Jun 10, 2022
We had a memorable girls' night at the Biltmore. We started with dinner at Renata's Hearth, then went to the Citrus Club Lounge and enjoyed a drink by the fire on the patio. Traci, the hostess, was gracious, and accommodating. She made sure we were comfortable, and happy. We wandered the gorgeous grounds after and took turns spinning on the rotating chairs, falling off and laughing.
(Long Beach, California)
Jun 04, 2022
I stayed here 3 nights while in Phoenix for work. What the hotel does well:
The Architecture -This is a beautiful, iconic hotel with Frank Lloyd wright details. You literally feel transported to another time.
The Staff- The staff are all super friendly and professional. You can tell each tries to do a little bit extra in each interaction with the guest.
Tranquility-Even though the resort is large, it never actually feels that way. You never feel crowded.
Where the hotel could improve:
Food & Beverage-I ate around the hotel and had room service 3 times. I found the menus to be neither imaginative or classic comfort. Twice the room service descriptions did not match the dish and ordering the same dish for breakfast two different days the presentation and taste completely different. Nothing i had was bad, but nothing i would want again. Room service also took close to an hour every time. Plan on making dining reservations off property.
Nature- More then one colleague in my group found a scorpion in their room. My room was clean but there were extremely loud birds chirping in the wee hours of the morning so loud that it was hard to fall asleep.
Hilton Honors privileges-The hotel's check out time is 11am. As a gold member i requested a 12:30 check out and the hotel would not accomidate my request.
Beautiful Historical hotel
(New York City, New York)
Jun 04, 2022
Hotel architecture is unique and beautiful. The lobby is very elegant and our room was fully renovated, clean and stylish.
The grounds are well maintained and loved sitting outside listening to the birds chirping away during a couple of early mornings. Did not try the pools but there’s more than one and there’s a bar near the bigger one.
Restaurants wise, Renata’s Hearth was great. The branzino I had for main was very fresh and nicely cooked. Had lunch at McArthur’s, the Caesar salad was ok, fresh but basic.
Service was good overall, I would not say exceptional but it was well above average something you would expect given that it’s a well known luxury hotel.
My wife and I would stay at the hotel again, likely during fall or winter when temperatures in Phoenix are lower than they are during the summer.