TripAdvisor Traveler Rating

Beautiful resort with big rooms. Plenty of pools to choose from. Very long walk to the parking garage if you don’t want to valet. Went to the coffee/ice cream shop every morning, appreciated they opened... early. The text messaging option for questions, etc. was handy. One day my room wasn’t serviced, which was fine but I needed more coffee pods. I texted and they sent someone to the room with them. All the service was friendly. Saguaro pool is great, love the in-pool ledges for sitting and reading on and the perfect temperature. Bar service was great. Only problem is seat poaching. I would get to the pool at 7am every morning and would watch multiple people put towels, hats, shirts on chairs and not return, if they did, for hours. Like 2-4 hours. Meanwhile half the seating is reservation only and people are trying to find chairs. Last day when people were asking me about chairs near me I said they haven’t been back in hours so I would consider it open. There doesn’t seem to be any monitoring of this.

I have always loved the Biltmore but on our most recent trip I encountered one of the most disrespectful front desk supervisors I have ever met. Clearly Antonio (front desk supervisor) thinks that customer... service is “below him” and that it’s not his job to meet customer needs and expectations. There is a lot of confusion around packages and fees which Antonio did very little to assist with. In speaking with him it was clear asking him to help was “irritating” that he should waste his time with a mere customer. I love the resort but my experience with the Citrus Club bad. They tried to charge for days not used and when asking them to fix “their “ issue they were rude and accusatory. In fact I think I could get better service from a Super 8. This is quite out of character for the Biltmore but keep a close eye on your charges - many people were double charged for things and there is a real lack of organization. Atmosphere is good and pools were wonderful but unfortunately a few bad apples and bad customer service soured it for us this time around. We will probably try again sometime but only after reaching out to their leadership team with feedback.

Our group did two tennis clinics with Brendan. Not only were they very fun and cardio based but he also threw in pointers along the way which I still try to implement today! We have plans to go back annual...ly and that is in large part due to Brendan! The resort itself is beautiful. We utilized all of the amenities - pools, spa, restaurants, etc. We will be back!

I’ve been taking tennis lessons for two years and my lessons with Brendan were top notch. I learned new skills with just two lessons, which have helped my game significantly. I highly recommend Brendan and... will take lessons again with him when I visit Phoenix again.

We are in the process of checking out of the most horrible hotel we have stayed at. Not only is everything ridiculously over priced, but management is about as rude as possible. Any request no matter how s...mall was quickly responded with a no. As Hilton gold members we are able to get an extended check out if available, which initially it was not available, but they happily extended our checkout and charged us $100 per hour. So, the room is available for extended checkout I guess. Very disappointed with this hotel.