The Brown Palace Hotel and Spa, Autograph Collection

Look Elsewhere I do not recommend this hotel. We planned to stay four nights, but left after two. On our first day, we noticed the bathroom sink quickly backed up and took a very long time to drain. Maintenance was called, they arrived quickly, but could not correct the problem because they “loaned the drain snake” to the Holiday Inn which is adjacent to the Brown Palace. Okay, we thought we could live with it since there were two sinks. We were given a card with a $20 credit for the bar downstairs. The next day, when showering, we noticed there was no hot water. Our room was located on the ninth floor (nine floors total). After running the shower about 20-25 minutes it became lukewarm, but not warm enough for a shower. So, this time, I went to the front desk and was told I should turn on the water on both sinks and flush the toilet several times while running the water in the shower, but expect it will still take 15-20 minutes to get hot water in the shower, since we were on a high floor of the hotel. At this point, I asked for another room. The hotel staff took me to a room on the third floor where I tested the shower and noted that it still took over five minutes to get hot water and the shower handle was so loose, it seemed ready to fall off, but I was just happy to be able to get hot water, so I went back up to the ninth floor and packed up and moved to the new room. I was pleased the staff was able to accommodate us. They gave me a card with a $15 food and beverage credit which I thought was funny after receiving one earlier for the clogged sink. Arriving in the new room, I noticed the room was quite warm, the thermostat indicated 77 degrees and it had been a very warm day, so I adjusted the thermostat to 70 and left to get more luggage from the other room. Coming back a little while later later, I noticed the AC hadn’t turned on at all, still 77 degrees at 8pm. Adjusting the thermostat further had no effect, the room had no AC. Needless to say, I was done at this point. We packed up again and moved back to the ninth floor so we could have AC for the night and checked out the next morning. Yes, the hotel is old and historic, which is one of the reasons I selected this hotel. But it is very clear the management of this hotel has decided to forego proper maintenance required, especially needed for a hotel that is over one hundred years old. These issues are addressable, they just have chosen not to. I paid over $500 per night and when I pay that much, I expect to get sinks that drain properly, hot water, and air conditioning. Without that, all you have is a historic hotel that will become a museum because it will be inhabitable. Sad, because the lobby level is beautiful, but all the money for maintenance and improvements is spent only on that floor. It’s very disappointing that the hotel’s answer to all its shortcomings is to give out discounts on food and drinks because it doesn’t want to address maintenance issues. This is not the way to run a viable business. This hotel is managed by Marriott and I expected more from this Company. It certainly gives me pause to consider other Marriott managed hotels in the future.

Gorgeous traditional hotel! Stayed for one night before heading back to the UK. Very friendly welcome on our arrival. A big shout out to Samuella on the lobby desk who was very helpful, attentive and welcoming. A big asset to the hotel. We ate in The Tavern. A relaxed bar with good food. The room was big, beautifully traditional, very clean and really comfortable. Gorgeous traditional hotel with so many original features.

Mixed Experience at a Historic Hotel in Downtown Denver This hotel has charm and historical significance, but our overall experience was disappointing. We arrived at 3:30 PM on a busy Friday, only to be told our F-350 couldn’t fit in the garage and would be subject to a $75/night oversized vehicle fee—something not disclosed on their website. For that price, the vehicle was parked in an unsecured alley across the street. Our Royal Suite wasn’t ready at check-in, but we were given drink vouchers and later upgraded to the Eisenhower Suite as a courtesy, since we had booked the private historical tour with Debra. That tour was the highlight of our stay—Debra was excellent. Unfortunately, the suite was 75°F on arrival. We set the thermostat to 68°F, but the room barely cooled. At 3:30 AM, I called the front desk due to the heat. A technician confirmed the A/C units were poorly designed, with minimal airflow due to blocked vents. A second tech visit the next day said the same. The room never reached a comfortable temperature. The worst experience came from a transportation failure. On the first night, Brad at the concierge desk arranged a private SUV to dinner and assured us he’d do the same the following evening. However, on day two, not only did Brad fail to schedule the SUV, but the entire concierge team had already left for the day—before 3:30 PM. That left us unable to verify or arrange alternative transportation for our 7:45 PM dinner, which had a $100 no-show penalty. We were forced to scramble last-minute and ended up in an unmetered taxi sent by Jafar—whom the hotel had previously recommended. The driver first claimed he didn’t know Jafar, then admitted he did. He charged us $41.50 for a 2-mile ride that would’ve been $10 on Lyft. No meter was used. This felt like a scam, and I’ve filed a complaint with the Colorado PUC with Jafar’s information. To top it off, no manager was available at checkout to address either the room issue or the hotel’s affiliation with these drivers. Pros: • Excellent tour with historian Debra • Beautiful historic setting Cons: • Undisclosed parking fees • Faulty A/C in suite • Concierge left mid-afternoon, no transportation support • Scammed by a hotel-recommended taxi service • No management follow-up The historical value is real, but the service and operations fall short. If you visit, use rideshare apps and verify all arrangements. Otherwise, expect costly surprises and little accountability.

5 nights in Royal Suite Beautiful older 9 story building in downtown Denver. Inside atrium is very nice. Well kept entrance lobby atrium but doesn’t get 5/5 because of in need of bit of touch up to keep it gleaming. Estella with room service was fantastic. Kristen in sales was extraordinary. Fixed issues I brought to her attention. Front desk was very nice and efficient. Spa very nice and worth going, but men’s bathroom in need of minor care. Clock on wall broken. Some things out of order. Not enough hooks for hanging towels or robes. ONLY 1 shower head. Room, a royal suite on 9th floor 918 was very spacious. Give it only 3 of 5 though. Here’s the bad: Blue wall anchor left exposed on main entrance wall. Nightstand had 2 open holes where a previous handle had been attached AND drawer didn’t open/shut properly. Lamp had crooked shade that couldn’t be corrected. Loveseat/couch had apparently stain prominent on seat. One light in bathroom wasn’t working. Sinks had no stoppers in drain (and we had an item fall thru into drain). Hot/cold handles caused loud squeaks/noises if not left off at just certain position OR when turned on. Worst part of room was NOT having ANY control over the temperature. The thermostats in living AND bedroom would NOT change the temperature. We had to ask for a floor heater to get the room up to comfortable temp. Then, when days got hot couldn’t get living or bedroom down to comfortable temp. Front door wouldn’t close properly unless the slam pulled/pushed it shut.

Extremely Disappointing Anniversary Stay-Brown Palace I’ve stayed at The Brown Palace (a Marriott property) several times, but my recent anniversary visit on 5/23 was incredibly disappointing. What should have been a celebratory weekend was overshadowed by poor service and unacceptable conditions. Upon check-in, I was met with rudeness and dismissiveness from the manager, Kierra. She misaddressed me, became defensive when corrected, and even hung up on me during a simple room inquiry. When I called back and asked for corporate contact information, her tone suddenly shifted—but the damage had been done. My room had stained pillowcases and old toothpaste on the basin (photos attached), and when I asked to be moved, I was told no rooms were available by Kierra. Matthew at the front desk kindly attempted to assist, but Ana Fled abruptly interrupted him during our conversation to say that the room he was about to offer had “just been sold.” When I followed up with Kierra about that, she denied the interaction even occurred. We were also left waiting over 20 minutes for new room keys, which caused us to miss our anniversary dinner reservation. To make matters worse, Kierra pointed out that I had used Marriott Bonvoy points to book the stay—as if that made me less worthy of respect. I’m a loyal Silver Elite member and expected a much higher level of service. The one bright spot in this experience was Madison, the housekeeping manager. She was friendly, professional, and responsive—clearly trying to make things right when others did not. Her efforts were appreciated and deserve recognition. Sadly, this stay has made me seriously reconsider returning to The Brown Palace. I hope Marriott takes this feedback seriously and holds staff accountable to the standards loyal guests expect and deserve.