The Brown Palace Hotel and Spa, Autograph Collection

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.

Average experience at a high tea Thirteen friends and I attended a high tea. We were so excited to dress up, have fun and enjoy dainties. The website details a wonderful ambiance in the atrium. However, even though we had reservations we were seated in a stodgy back room. It was dark and not at all what were anticipating. The music and the airiness of the atrium was enjoyed by all, but us.The service was very good, from the doorman to the servers. We ended up paying over $100 a person, which included the high tea, taxes, tips and valet. I was so disappointed. I will never return. I don't mind paying more for the experience, but this was expensive for an average time spent out.

Gross Negligence, intimidation and loopholes to Deny the ultimate reservation Garuntee Do not trust this Hotel will keep your reservation. I booked 3 nights upgraded to the Roosevelt suite. I called the day of checkin after checking the app and leaving a note that I would arrive at 7pm because my wife and daughter's flights were cancelled. They infomed me they had messed up and given way that suite but I could stay in the word room suite, I wasn't thrilled but checked in in the app for what was listed as the Beatles suite. My wife and daughter weren't arriving until the next morning but I took a red eye to ensure we had our reservations as it was my 10th anniversary and we had got a suite and a Nannie to watch our daughter so we could go out for the night. I arrived at 1am and realized my wife had my credit cards. No problem I had over 3,500 between two debit cards. When I got their the front desk person headed me a letter informing me they gave away my suite again but instead I could have a small 1 room king bed for a discount of 300 a night for the first night and 600 for the second night. I said no check me in under my rservation and I will talk to the manager in the morning. The woman proceeded to bumble with payment for 2 hours trying to "remember how to split the cost (the original 2200 for the stay not the adjusted rate or "600" for the tiny room (what a steel since the suite was 733). I wouldn't let her cancel the reservation because according to the: Marriott ultimate reservation Guarantee (section 4.2.d) and the Guaranteed room Type (section 4.2.c) They were responsible for putting me up in the same suite type at another hotel and pay for the weekend. In order to get out of this obligation they cancelled my reservation. The next morning the manager arrived at 11am but "was in meetings until 2pm" when I finally talked to her she told me just to settle the first night's stay and wed figure something out. I did some research and found that if I had paid for that night I was accepting the situation and voiding the garuntee so I said no and escalated to Marriott support. While on hold with Marriott support the woman called me around 4:30pm and said to come down and she would give me another room for the night (the 26th, our concert was in 1 hour and our daughter had been sitting in the lobby waiting to get to a room so we could leave and she could draw after I had for high tea for my wife the nannie and my daughter and sent my wife to the spa. the Marriott support hung up since the manager had called me and cut them off. again I told her I was still talking to Marriott support and when I called back the hold was over an hour so I went downstairs to give in as time was running out. the manager smiled and said we don't hold reservations past 5pm, she never mentioned it and then threatened to have me removed from the hotel if I didnt pay telling me I could just go somewhere else. She also said no rooms were available. I went outside furious got on the app and booked a much larger room for 700 and then went and checked in, she made me pay for the bill so far on my wife's card graciously telling me should refund the 4 hours I spent in my old room. This saga has gone on for almost a month. They charged me upwards of 4.5K between my debit and credit cards they had on file as I booked a royal suite for two nights given my wife and I were exhausted. They are. still holding onto my funds and lying about what happened se below: Dear Mr. Mannelly, Thank you again for your email. At check-in on April 25, 2025 the hotel attempted to charge and authorize the funds required. However, those charges did not go through. When this occurred the hotel reduced the room rate from $659 usd per night plus taxes to $259 usd per night plus taxes in order for the authorization to be applied. They later adjusted off the room rate for that night as well. Your wife's payment card was used on April 26, 2025, to settle the remaining funds owed to the hotel for the night of April 25, 2025 including the additional spa charges. In this instance, Mr. Mannelly, the Ultimate Reservation Guarantee, would not apply since the hotel was unable to obtain authorization for the room rate and taxes. This is why the hotel reduced the reservation to only one night. After the funds were paid on April 26, 2025, by your spouse the hotel did mention that you could stay additional nights, however, the cost of the additional nights can change at any time without advance notice. In your email below you mentioned about being overcharged. My colleagues from the hotel are happy to send you secure links through Sertifi to provide your payment cards and your wife's payment card. With that information, the hotel can then review their systems. However, please note that the hotel does not have record of additional overcharges to your or your wife's payment card. Mr. Mannelly, I have spoken to my colleagues at The Brown Palace Hotel and Spa, Autograph Collection® and they will not be issuing any additional forms of service recovery nor will they be providing Marriott Bonvoy Points. My offer of 20,000 Marriott Bonvoy Points still exists. I encourage you to reconsider since we value your loyalty. Thank you again for making us aware of what transpired. Kind Regards, Joshua Kirk Corporate Liaison, Corporate Office of Consumer Affairs Marriott International Inc. 800-621-0999 | the available funds that I had on my debit cards which I provided proof for were BECU 1,290. Wells Fargo 2,540. The bill was 2,200 they were trying to run. the woman at the front desk could figure this out and kept charges incremental holds at 1am before I told the cards back and put them on hold so she couldn't charge anymore. This was the worst experience of my life at a hotel. I am still fighting this stay tooned

What A Horrendous Mistake! Shower was a dribble. What should be the bathroom is a closet and what should be the closet is the bathroom. Room service had to send someone up because apparently they don’t have anyone to answer the phone. The hotel bar/pub has something like karaoke night on Friday night and they are abusively loud and obnoxious with various patrons stepping in to sing show tunes. Overall, ridiculously overpriced hotel trading on its reputation and charging credulous travelers who’ve never stayed there before outrageous prices. Never. Ever. Again.

Service that’s so good it feels decades in the past! I wholeheartedly recommend this hotel! Thanks to staff members Matthew and Isaiah, The Brown Palace Hotel is the only hotel I will be staying in when I come to Denver for the Theatre. They went above and beyond and solved a problem for me that I was super stressed about! The valet team was incredible as well. One staff member going as far to walk me to the end of the street to give me directions to the Paramount Theatre and making sure I felt safe being a solo female traveler walking downtown at night. I have not had service at this level in the US in years! Thank you so much!