text: Beautiful grounds and exciting architecture are not supported by great service or accommodations Service in particular was lacking in several ways Greeting and farewell at front desk were not particularly warm or gracious Attention to detail by restaurant staff in preparing a private party was lacking and we needed to follow up with them several times to make sure they delivered as promised Unlike other top resort hotels service is not polished or personal nnThe rooms in the Ocatilla building are fine but not particularly well designed The shower door bathroom door and door to the toilet all collided Our patio was very small and practically useless The lounge for the Ocatilla building was pretty nice but very far from our room Strangelythe concierge for the lounge did not recognize us on our third day It kind of epitomizes the level of service at the Biltmore nnWhen we checked out I noticed we had been charged for days of Internet services for a four day stay As the registration desk person removed two of the charges he said that Internet was actually complimentary but since I had agreed to be charged I was stuck with the charges nnOn the plus side the hotel is a architectural treasure and the food we had in the restaurants was above average nnId like to say we would stay here again but I am afraid there are just too many alternatives in Phoenix that are providing a much higher level of customer service