Arizona Biltmore

Booked stay at AZB for myself and spouse. Looking forward to attending 40th HS reunion and what better hotel to stay than the AZB. That’s what I thought anyways. Long story short our room view ended being the back of the pool slide (note reservations may want to ensure couple really wants a room in the kid zone), delay in changing rooms I found myself taking a shower in spa area in order to make blow out spa appointment that was booked months in advance, confirmed stylist 20+ yrs experience that wasn’t the case at all ( had no more energy at this point) and when seated at station my seat was facing the wall because another guest being serviced by 20+ stylist had an injured leg so to make guest comfortable the decision was move another guest seat facing wall to accommodate. That experience ended up on me being an hour 1/2 late to reunion. Front desk staff attempted to be empathic when feedback was delivered but at the end of day we continued to compromise! Needless to say that’s the last time we will be staying at AZB and spending $600 a night and $100+ on a blowout by a non experienced stylist and having to deal with a belittling front desk through text! Well JW Marriott look forward to seeing you in the future!

The property is undoubtedly a beautiful gem, rich in history and full of character. The charm of the hotel is undeniable. That said, a few aspects of our stay did not meet the expectations we usually associate with the LXR brand: • Check-in / Welcome: the arrival experience felt somewhat impersonal. At a hotel of this standard, we would have expected a warmer and more personalized welcome. • Citrus Club: the team here deserves special recognition. They were attentive, professional, and always ready to assist. Their service truly elevated our experience and stood out as a highlight of our stay. • Room & Terrace: we booked a room with a firepit, hoping for a pleasant outdoor setting. Unfortunately, the terrace faced an unappealing corner, which detracted from the experience. As Diamond for Life members, we had reached out in advance to request, in line with Hilton Honors program benefits, a more desirable terrace or an upgrade. We were informed, however, that upgrades were only available at an additional cost. No flexibility or accommodation was offered, either at check-in or via the live chat. This was disappointing, especially given the LXR positioning as Hilton’s top luxury brand. • Atmosphere: during our stay, we also noticed a strong smell of marijuana within the hotel. While its use is legal locally, we believe that designated smoking areas should be considered to ensure the comfort of all guests. In summary: The Biltmore is a magnificent property, and the Citrus Club team delivered outstanding service. However, other aspects of our stay—particularly the welcome, the handling of Hilton Honors elite benefits, and the overall room experience—fell short of the standards we have come to expect from Hilton’s luxury brands. By comparison, our experiences at Conrad properties in Japan were far more seamless and attentive. We hope this feedback will be helpful, as we truly believe the Biltmore has the potential to deliver an exceptional guest experience in line with its remarkable setting.

I recently stayed at the Arizona Biltmore Hotel for my 60th birthday and I was celebrating by myself for eight days from New Jersey. The Concierge team, led by Claudia, far surpasses any hotel staff that I have ever encountered. I am a retired corporate communications and special events marketing executive, who has traveled globally to many five-star hotels, and this property has the best guest experience team that I have ever met. I would like to call out John and Latonya especially for their personal superior guest service and for assisting me with all of my needs during my stay. I received VIP service from the moment I checked in and was greeted by Belle with a gift bag and birthday card. I was also pleasantly surprised to see another birthday card, balloons and champagne chilling for me when I opened the door to my room. The grounds are well kept and pristine. Be sure to take the Biltmore Hotel history tour. You will learn a wealth of information and gain so much knowledge which will further enhance your stay. My tour guide Richard was amazing. Thank you to the entire Biltmore staff team for making my birthday such a memorable one!

When I reserved the room earlier this year my confirmation email said my total was ~$750 for three nights (I'm using approximate math). When I was checking in my total was ~$1,650. When I asked about the discrepancy I was told that includes a $400 in case we trash the room, but would be refundable. When I told the receptionist $750+$400 doesn't equal $1,650. The receptionist had to get the manager three times, and after thinking it had been rectified my total was still $1,650 due to an historic fee of $13 a day (for three days). I continued to explain to explain how that math doesn't add up, and finally got the price that fit the math. Whole thing took 30 minutes and no concessions were offered for the inconvenience. The bait and switch tactics were just too much.

I truly had high expectations for the Arizona Biltmore, for its reputation, but my stay was disappointing on way to many levels. Room & Noise The room was disappointing and outdated, with limited amenities that didn’t reflect the resort’s reputation. I was charged for an “upgrade” room that wasn’t even truly an upgrade — especially frustrating since I later learned others had the same room category without paying extra. My Upgraded room - note I had to pay for this upgrade- was next to the service entrance, where constant door opening and closing, carts coming and going and employee conversations made it impossible to relax. To make matters worse, the room next door hosted a loud party at 3:30 a.m. with music blasting, leaving me with little rest. Cleanliness & Pool Experience The adult pool was poorly maintained. A large hairball floated across the pool floor, socks were left under my chair, and menus were wet and sticky. For $26 cocktails, I expected a much higher level of cleanliness and care. Dining & Service Food was average at best. Poolside, our burgers were served raw and had to be sent back, while the wrap was dry and unappetizing. The fruit plate had to be sent back for underripe fruit and sent back again for spoiled fruit. At the coffee shop, a guest spilled her entire coffee, and instead of helping, staff continued chatting among themselves about their Saturday night. I grabbed napkins for her, but staff neither cleaned up the spill nor offered her a replacement. I also had to remind them again about the puddle outside while waiting for my own order. For a Hilton property, the lack of attentiveness was surprising and disappointing. Overall Between the outdated rooms, unfair charges, poor service, cleanliness issues, noise, and disappointing food, the Arizona Biltmore fell far short of the luxury experience it promises. Hilton should be holding this property to a much higher quality standard.