There are a lot of bad reviews on this hotel so I wanted to set the record straight with my family’s experience. We recently stayed at the Phoenix Embassy Suites prior to flying out of PHX. First, the physical condition of the room and property was fine. The hotel is a nice property. There was no mold in our room, towels are linens were clean and sparkling, and in-room electronics all worked properly. There were two problems during our stay. Most seriously the air conditioner did not cool the room sufficiently. This may be due to to the fact that it was 104° outside when we checked in with an overnight low of about 90°, but a hotel in the desert should have adequate cooling. The second major point of most reviews is the rehab residents. There are people in rehab staying in the hotel and some do look shady, but we had no trouble with them and the ones we talked to seemed nice, just down on their luck. The bigger problem was the program officials who knocked on the door and alarmed by wife and son. Apparently the program participants have to be in their rooms by 9pm and program administrators do spot checks throughout the night. This is understandable, but the rehab folks and hotel folks need to make sure that paying guests are not confused with the program participants. Additionally, there was a group of people smoking marijuana by the pool on the night we were there. Marijuana is legal in Arizona and I don’t know what the hotel policy is (or whether the group was rehab participants or paying guests), but there were numerous kids around and the drug use seemed appropriate (although we didn’t complain). Breakfast is largely the same as you’d expect from any Embassy Suites. The cook was very nice and very good. The only difference was that there were fewer buffet items than a typical Embassy. There was a counter for buffet items that was almost completely empty. Cereal, fruit and yogurt were available in addition to cooked-to-order items. I’ll add that the hotel is charming and the pool was beautiful and felt great. Every staff member that I came in contact with was extremely nice and helpful. I looked at the fitness center and it was also well-equipped. The bad reviews were very overblown in my experience, but the air conditioning problem was the biggest issue. Since we got in late, we didn’t complain about the problem until the next day. At that point, they were apologetic and offered a partial refund. Embassy Suites is probably my favorite hotel brand. This one is not horrible but has some issues that need to be addressed, particularly the need for adequate cooling.

I love embassy suites. However this hotel is outdated and the room smelt like cigarettes. I had to buy air freshener to put up with the smell. Not very clean. The only good thing was the fresh omelet for breakfast.

Bizarre Embassy Suites to say the least. Many of the guests live in this hotel and their doors are constantly being banged on. I walked out of my room one morning to get a cup of coffee and there was a line out the door for a daycare in the conference room next to my room. I asked the man at the front desk and he looked at me like I was crazy for wondering why there was a daycare next to my room and then told me he didn’t know what I was talking about. Also, these individuals were served a full dinner every night and the paying guest don’t even get a “snack” at the evening reception. The room was not nice… very outdated. Our white towels were grey. Yuck. The breakfast and happy hour service was amazing though, those guys deserve a raise!

Let's start with the good. The bartender was good! The breakfast omelet guy was cool! Now to the bad... So this hotel has deal with rehabilitation folks there. Now it's cool and all; but seems this hotel caters more to their long term residence then the people who use this hotel for shorter terms. In the early night 8-9pm you'll have folks running around with clip boards POUNDING on several doors throughout the night; I thought someone owed someone else money for how crazy they were acting. The long term residence leave bags of clothes or like material outside of their rooms and would sit there for days. (It gets hot in AZ; So go figure if it smells... well you are smelling it. You don't have access to their back porch; so some residence leave their wet clothes hanging on the catwalk. -----‐------------------ Security. The door doesn't shut in its own and seemed like it had to be slammed shut. Maybe the door is swollen due to the weather. The 2nd lock on my door was non-existent. -------------------- Hygiene. The bed was clean; but the standing shower had some black mold in it.

Terrible property. Borderline criminal element around the property and the side gate didn’t lock. The room was extremely uncomfortable. AC didn’t really work. The room never got below 78 degrees. The rooms are dated and dingy. I’d give this place zero stars if I could. Don’t stay here if you can at all avoid it.

I do not normally write reviews but this needed to be written. Terrible Hotel. I would not recommend this hotel to my worst enemy. AC did not work. Room was not clean. Mold in a lot of different spots, stains on towels, leftover food in the fridge from a previous guest. Some other guests were stuck in the elevator but the emergency call button was apparently not working, we told the front desk and that was the first they knew. I submitted a complaint to the Hilton Customer Service. It was supposedly forwarded it to the hotel management who never responded. I am currently working with customer service for a refund. Gave me points back but will not also give me my money back, one or the other only they say.

Service was great. Breakfast was great (made to order omelets). The room was not at all worth the price. The price was the same as the hotels that are updated and clean. I felt like we were in an old 2 star hotel. Stained carpet, no temperature control, an electrical outlet that shocked me and had burn marks on it. The paint job was full of drips and chipping in places. The coffee maker was on a counter with no outlets to plug it into, had to put it on the table to use it. Microwave was extremely weak and slow. Sofa bed had food and trash under it when we opened it up. Only a blanket, no sheets for it. And no extra pillow for it. An elevator didn't work, which made our disabled daughter have to walk to the far end of the hotel and then back to the end our room was on, as she can't do stairs very well. I've seen other reviews mention this, so the elevator issue isn't recent. The sliding glass door didn't close all the way, almost an inch gap. In the morning, around 7 a.m., the music from the car wash that shares the parking lot, woke us up. Loud enough to hear the words. The parking lot in the back was very dark, poorly lit. And the key card didn't work, so we had to get back in the car and go to the front to get another key.

This is the worse Hilton property I ever stayed in. In fact, it is the worse hotel I ever experienced. The sheets had to be immediately changed from having male droppings. All of the sheets had ink spots on them. The room is old, smelly, moldy and the hotel is used as a shelter. The worse stay ever. I slept with my clothes on for the 3 days of stay. I hope Embassy Suites refund us for the stay because it was a bad experience.

The service was good and things were clean. Breakfast was great - the cook works hard and gets your breakfast out fast. One star deducted for the old & worn condition of the rooms. We had to lift up our bathroom door to get it to close all the way; a friend's room had peeling wallpaper. They clearly have had issues with non-guests trying to get into the property and take advantage of benefits. They've put some policies into place to try to curb that, but they weren't regularly enforced.

THIS PLACE IS DISGUSTING. DO NOT BOOK HERE. My flight got delayed so I had to stay here for the night. Coming up there were many security officers, this place is shady and feels dangerous. The room was EXTREMELY HOT. THE AIR CONDITIONING DID NOT WORK. So I opened the main door to air it out a little bit. I had a security officer say you need to shut this door AS SOON AS YOU AIR IT OUT A LITTLE. This place does not seem safe AT ALL. I booked the executive suite and when I walked in front of the sink there was urine on the floor. I had to put multiple towels on the floor to cover it up but it went through the towels. The towels are stained and look dirty. The bed sheets smelled bad. The bottles of soap provided were used. My room was next to the highway so it was noisy. The breakfast was okay. DO YOURSELF A FAVOR AND DO NOT BOOK AT THIS PLACE. For the price I paid this place was not worth it. If I can give this place a 0/5 stars I would.

Reserved the room after a long plane flight. Was a convenient spot from airport. However I tried checking in and there wasn't a front desk person for the hour I was there trying to get into my room. The electronic key didn't work which customer service couldn't help me out with. Then when I booked another room by Hilton and went through the tedious process of a refund, I was not given back a full refund. I have been a Hilton member for at least 5 years and never been disappointed until this trip. Would give zero stars but there isn't that option.!

If you like old hotels and the run down look of something right out of the 70s this is the place for you. As a frequent Embassy Suites flyer it didn't check a single box for me in what makes staying at an Embassy Suites so special.. There wasn't even a welcome coffee in the lobby to start or end your stay... I was however very appreciative that the staff was kind and helpful.

Customer service is amazing at this place! Felt super welcome and our room was super clean. The place is a little older than the Embassy Suites I have been to in the past but they definitely make up for the traditional frills of an ES with service. They are updating the place as well. Some rooms have newer carpet and beds, they are working on updating all the rooms.

Not up to Embassy suites standards Uncomfortable old bed Damaged furniture Office chair w half torn off armrest Bar closes at 7:30 every day immediately following the “Managers Reception” with no sign of any manager. Business travelers avoid this property My wife and I were the only people there on a holiday weekend. Good Bartender though ! This place needs a complete renovation and update.

I love embassy suites because of their free breakfast and free happy hours drinks. Even though I don't drink alcohol, they did find a diet lemonade for me. But the happy hour was nice also because the 2 other people in my work group and myself enjoyed meeting others during this social event. It was nice. The hotel room was huge. It had a living room, as well as a kitchen. The bedroom was spacious and nice. It also had lots of storage and drawers. The staff was friendly, professional, and helpful. However, someone should tell them not to play CNN in their lobby all day. There is a reason CNN has ratings lower than some local radio stations. They lie and are biased. Please stop playing CNN in lobby. Also I visited January 2022. And while the pool area in the middle was gorgeous, the pool was closed. I gave this place 5 stars, because it was so nice, I could live here full time. The room was very clean, except for half of the inside rail inside the shower, which was not si clean. But even with a couple little faults, I one hundred percent recommend this place. Ooh, almost forgot, lots of places to eat at walking distance. Domino pizza, Carl's Jr., a couple Mexican restaurants, and even a Chinese buffet.

I am an avid Embassy Suites customer, however my expectations were not met. As someone who travels for work on a weekly basis I rely on Safe, clean, and comfortable stays. Embassy suites is a brand that I have always had confidence in along with always having a great stay. Embassy suites are known for their comfort, hospitality, cleanliness, and overall wonderful atmospheres. This experience was not that of an Embassy Suites. Rooms were old, worn, tattered. The parking lot has homeless people puking and I did not feel safe in the community. I still had to pay a premium rate of the Embassy Suites brand for a subpar experience. There is a partnership among the state/community/government to house people in this establishment and as a paying customer, the Embassy Suites expectation was not met due to this. I hope for future guests to this establishment there is a form of communication or understanding that the expectation they are used to will not be received.

It's nice & peaceful during the day, only because all the homeless people who live there are still sleeping from being up all night living their best life! Everyone is respectful, but I wouldn't trust my girl staying there by herself! I would 100% look at staying somewhere else! Breakfast was on point tho!!

Highly disappointed. This hotel does not feel like a Hilton nor is it up to standards. We were put into a smoking room, but when we called the front desk about it, we were told that it was non-smoking. We asked to move to a new room but were told that they were sold out... on the app, we could see that there were other rooms available. They were not apologetic or helpful. Also, there is loud music coming from the car wash next door. Overall, would not stay here again.

1. The place is full of people who seem to live there with their families for a long time. They are being fed twice per day free of charge. They most certainly did not pay for the accommodations. We were not told this would be the case. 2. Our room was not properly maintained and cleaned. Pillow cases had to be replaced as they had yellow stains on them. There was about 1/4” of dark grey dust (!) on the metal frame of the table in the main room. Bathroom facilities were old and half broken. 4. Breakfast would have been OK if not 1) those who live there full time and 2) truly terrible coffee. Bacon and eggs were all right. 5. The girl at the reception was wonderful and very professional - the only bright spot in our experience. However she did not tel us about specific nature of those who live (not stay) in this hotel. Conclusion - don’t stay there.

Rooms are on the worn out side. Bed was very comfortable. Shower head was calcified. Cleanliness was good. Not a terrific neighborhood. Easy trip to Sky Harbor and Car Rental facility

My company hosted a large event on March 4th and the president of the organization we were hosting it for flew down to be a part of it, so we paid for his stay at this Embassy Suites. We paid over $400 a night for he and his wife to stay here. The first night, they didn't have ANY running water so they couldn't even use the bathroom in their room. The second day, they had no hot water so they couldn't even take a hot shower before the event. Obviously, this was frustrating enough and an embarrassment to my company, so I called the hotel manager to make it right. He promised a refund and that would have been good enough for me, but no refund ever came through and they have done nothing to make it right. Furthermore, upon additional attempts to contact the hotel, the manager has never been in and every other employee throws their hands up in the air and says they can't help. At this price point, this kind of frustration and lack of customer service is just inexcusable. I will continue my pursuit of the refund, but at the moment I cannot recommend more strongly that you stay away from this hotel and spend your hard earned dollars elsewhere.

One of the worst hotel experiences ever!! Stains on the walls, shower head mildewed and/or moldy, stains on the shower curtain, a used towel was hanging on the shower, hair on the wall, some type of repair tape wrapped around the sink... several other issues, smh...I should have read reviews before I booked it, but assumed because it was a Hilton/Embassy Suites close to the airport, it would at least be decent. One of the worst experiences ever!!

I rarely write reviews but wanted to provide some information on this hotel. It is close to the airport and the staff are kind and professional. However, this hotel is more like a truck-stop motel than an Embassy Suites. It is in dire need of updates and a deep clean to the breakfast area and the areas outside of the rooms.

Definitely something weird going on here. At 11pm there was people in all white uniforms and clip boards knocking on doors yelling “security check!” But only going to certain rooms. It made me and my family uncomfortable. We went to the front desk to ask her if everything was okay, and she acted clueless and provides no answers, but immediately B-lines to the back room and shut it! About 30 minutes later, the lobby was closed and locked with the lights out. 30 mins after that, she was back.. the Pool was open on Saturday, but Sunday we went to use the pool only to find they put caution tape on the gate so I’m assuming it’s closed now.. very disappointing for the amount of money spent to have this kind of experience.

So I stayed at this place probably 8 or 9 years ago and I think it was a quality in at that time. And I remember thinking that it wasn't that nice. When I booked this, all I saw was embassy suites and felt very confident it was going to be a pretty good place to stay. Probably was I mistaken. This place has some new furniture in the rooms new carpet and new paint but it is still not that nice and not nearly as nice as you would expect for an embassy suites. The walls are paper thin, the doors barely shut, and it's not in the greatest part of town. Also, the $10 parking fee for an unsecured lot is not right. Don't expect anyone to upgrade you or recognize your membership status.

Front desk staff rude! I’m a mother of 3, I know I look tired. He didn’t have to tell me that I looked tired and run down. He then over charged my husbands card. The first room we were placed in the walls were dirty. The second room we were put in had bodily fluids on the pull out bed sheets. I also found trash in the couch. The night manager seemed to care less. My husband was handed the new bedding for him to change the sheets. We called for extra pillows and blankets multiple times.

The rooms were nice and clean. Customer service was friendly and welcoming but it is a pretty old building and could benefit with many building updates. Breakfast is also available on site and it was delicious.

I'm shocked that this is an Embassy, let alone a Hilton property. It was filthy. Dirty carpet, dirty walls and ceiling. Our towels were even stained... and not the color stains you want to see on a towel. We checked out the next day from our original 5 night booking. When the front desk clerk asked why were checking out early, I told her and she instantly understood. She was very apologetic. Luckily we found another Hilton property for the rest of our visit to Phoenix.

When I arrived I felt a bit set back in time because this hotel if a bit older but clean. Then came the fantastic experience of roof top bar with free drinks (two) and the great breakfast (free) with a super cook. Great service and a place I would go again. Nice pool.

Cheesy little place. Definitely needs a remodel and fast. I appreciated its closeness to the airport and the (2) free drinks at happy hour oh yes and the free breakfast. Otherwise 2 stars.

Convenient to the airport, but in a sketchy neighborhood. The rooms were old and outdated, lobby was not clean so not sure how clean the room was kept. Old towels and sheets.

Pros: Good location, good hot breakfast included, very nice personnel, spacious rooms. Nice jacuzzi. Cons: Very old property that needs renovation, you can smell humidity in the rooms. Housekeeping service is only available from 5 night stays.

The room smelled of smoke still even though it's supposed to be non-smoking so it gave me a migraine. The air conditioner did not work well. I waited all night for it to go from 71° to the 65° I had it set on and never did so that added into my headache as well. Then the shower head didn't work in the morning and we didn't have time to wait for maintenance to come fix it because we had to leave and go to an appointment. Also, I tried their digital key with my e check in and that never worked and I emailed them to let them know it wasn't working and no one ever got back to me so when I arrived at the hotel I still had to go through the front desk. Breakfast should start earlier like at 5:30 as we would have eaten breakfast there but we had to leave at about 6:30 so we could not take advantage of the free breakfast. We will not be staying at these Embassy Suites again even though it is very conveniently located.

This place is straight up shady. Do not go out of your room after dark. Last time I was there swat team was in front of a room. Later that night a dude was walking around drinking and carrying a fire arm. I know open carry is legal but not while indulging it isnt.

Hotel room is smelly. Room set up doesn't make sense. Balcony has glass sliding door that doesn't lock. furniture is falling apart. Smoke alarm is hanging off the wall.

The professional and courteous staff made my one-night stay in the Covid-19 environment safe and enjoyable.