The Brown Palace Hotel and Spa, Autograph Collection

Amazing hotel. Always been a favorite! Great location. Valet parking is a must. Great showers!

So, I’ve been waiting to write this review for two weeks to see if the management would actually discuss the issues that I had during our stay - and nope, they could absolutely care less. Let me start for the top…but before, the overarching theme of my stay was an absolutely indifferent, rude and completely apathetic staff in all parts of the hotel (check in, spa, restaurants, concierge,etc). I literally did not have ONE positive interaction with staff while I was there for two nights. I got dropped off at the Brown Palace with four suitcases, no bell hop or anyone to help. Went to check in and the front desk attendant looked at me, and said hey, looks like you have a lot of luggage to contend with, come back later and I’ll give you a welcome drink (which is nothing special). Not, hey would you like some help or a cart or anything. Nah, good luck bud you can wrestle that up to your room. I went to the tavern in the hotel that night, the bartender was utterly worthless and didn’t ask if I needed anything until I literally waved him over. He literally didn’t speak - just got the drink I asked for with no verbal communication. Same thing the next night when I got take out. I did hear him mutter a few words so he wasn’t a mute, he just could literally care less. The next morning I wanted to use the steam room around 8am and I was informed that the spa was closed all day for a private event despite there being no one there. When I booked the Brown Palace Hotel and Spa, I assumed that I would actually be ABLE TO USE THE FACILITY. however, the unfriendly folks at the front desk offered to SELL me two passes for $20 each to a a gym that was 8 blocks away….so I book a stay at a hotel / spa, can’t use it and get told that I can walk 8 blocks and pay $20/day to use their facilities because I can’t use the ones at the hotel I paid for. Next, the rooms are old, in need of renovation and HOT AS HELL. I told the front desk before we left that it was 77 degrees in the room and wouldn’t get any colder, that my family and two young kids were going to be there that night and the A/C needs to be fixed. So, when we get back there, the heat was on full blast and it was 87 degrees in the room. I went to front the desk to get it fixed, the balding middle age attendant literally turned his back on me - the same one that watched me push four suitcases around. The other attendant did call someone to fix it. The next day I was checking out and asked to speak to a manager - I told her about the issues that we had and she just said “ok”. I told her that if I couldn’t speak to the general manager that he could respond to my reviews and she said “ok”. Not sorry you had a bad stay or what happened? Could we make it up to you. NOTHING. Also, the lady checking out next to me heard me tell the “manger” that I would never stay there again, and she yelled over, “same! I’ll never stay here again either! - it was horrible” So, here’s the issue. I emailed again to ask for the GM to call me and I was told that Alfonso would reach out. 5 days later - Nada. I emailed again and asked what the odds were he would actually reach out. The manager said he would let him know that I would be writing reviews. Then Alfonso responded to tell me he was celebrating his birthday all weekend and can we talk Monday - I responded with a proposed time and NOTHING. it’s been a week so I am writing my review. Obviously the absolute lack of service and indifferent attitude starts from the top and filters down to all the staff. NO ONE in this hotel gives a flip about any guest staying there. It’s a shame because it’s a cool historic hotel, but I would stay at a motel 6 before I would step foot on this property again. I hope this helps anyone looking for a place to stay in Denver. This hotel has been around forever but it is an absolute and utter disgrace that it is a Marriott Bonvoy property - the need to remove the GM and atrocious staff and start completely over or take the flag away. DO NOT STAY HERE.

Room was great, but the daily historical tour was even better. Such a cool, little known freebie with your stay. Matt was so knowledgeable and helped us appreciate the building and it’s history.

I had a work trip to Denver and stayed at the beautiful historic Brown Palace Hotel. It’s like a journey back in time. Beautiful architecture. Fantastic ambience - live music in the atrium most days. And incredible hospitality. I want to give a shout out to Paul at the front desk for his exceptional customer service. Thanks for making it an incredibly memorable work trip.

The Brown Palace takes your breath away. It is iconic and magnificent and if you love hotels with character, then you will love the Brown Palace. Unfortunately, if the comfort of the room is important to you, think twice. You never know what you are going to get. Some of the rooms are fine, but many of them are falling a part, with, for example, non-working thermostats (meaning no heat in the middle of winter). On top of that, the service is a 1 Star disaster. The right hand does not know what the left hand is doing and Management does not care. It is truly a shame. We are locals who have been staying at the Brown Palace at least twice a year for many years. Each year, the service gets worse, but each year we put up with it, because there is still so much to love about this historical place. Unfortunately, our most recent stay in December will be our last stay, and I can no longer recommend it. Note to Alfonso the General Manager and LLubia the Front Desk Supervisor: please do not waste your time with empty apologies. I have tried to reach out to both of you several times to provide constructive feedback. I have gotten no response.