The Brown Palace Hotel and Spa, Autograph Collection

Ryan went above and beyond in a way that truly stood out. I’m a pilot for a major U.S. airline, and after my flight was canceled just after midnight, I found myself in urgent need of a place to stay. Unfortunately, the Marriott Bonvoy app wouldn’t allow me to book a same-night reservation after 12:00 AM—it only permitted bookings for the following night. I called 15 to 20 Marriott properties, and not one could manually create a reservation for that night. Then I called this property and spoke with Ryan. He immediately understood the situation and could tell I was striking out everywhere. Rather than turning me away like the others, Ryan found a solution: he walked me through how to create a reservation and assured me he would modify it so I could check in immediately upon arriving at the hotel. I arrived around 1:30 AM and was in my room by 1:45 AM. When I asked for a quiet room on a higher floor and a late checkout, Ryan exceeded expectations again. As a Marriott Gold status member, I’ve come to appreciate good service—but Ryan went even further. He upgraded me to an exceptional room and granted a late checkout beyond what is standard, all at no extra charge. The upgrade alone was well beyond what I expected. I stay in hotels about half the year—three to four nights a week—and what I experienced last night was among the best customer service I’ve received anywhere. Ryan didn’t just help; he solved a problem no one else could, with empathy and professionalism. He truly knocked it out of the park.

I’ve stayed a couple of times for meetings. It’s a historic place. But I have been unable to make another reservation. They tell me the corporate accounts manager will call me back but after several calls he hasn’t returned a call once.

Would like to shout out Samuelle and Dyemomd for getting our High Tea appointment and check in situated after our 7 hour flight was delayed making us late. She was able to communicate with Desi to get our table arrangements changed. When we checked it Samuelle helped get our rooms joined, even with a mostly booked hotel. She was outstanding helping communicate with a very busy Desi and get rooms situated. Hyitta (Name spelling maybe incorrect) who said she had over 20 years of service and was an excellent High Tea server. Thank you to all staff involved in making our stay after a long flight enjoyable.

I loved this hotel. It has so much history and charm, if you are looking for a place to stay that has character and not just a typical hotel... This is it! Everyone that worked there was so nice and helpful. If you need any tips or help, ask the concierge! He is great. We will definitely be back here anytime we are in Denver!

Stayed one night and paid over $300 for the room. Got into the room after a long trying day looking forward to a shower and bed. The towel rack flew into pieces when I tried getting my towel. Then no hot water! Couldn't call maintenance because the phone was broken. This was 10:30 at night. Had to put on my clothes and go down to the Front Desk. Maintenance showed up around 11:15 and couldn't do anything about it. Staff refused to comp the room. Never again!!!