I planned a surprise weekend for my husband's birthday last weekend; I spent a lot of time and effort trying to make it perfect and what a better place to celebrate than this historic hotel in Denver... or so I thought. Since we are Mariott Rewards members, we prefer to stay at hotels under this brand. I was somewhat disappointed with the customer service at the Brown Palace Hotel.
A day prior to our arrival, I called reservations to see if they do anything specials for birthdays. The very nice individual that I spoke to put me on hold and then said she will transfer me to a "room controller," but I got disconnected. I then called again and got another individual on the other line; I explained to her that I just spoke to someone and she tried to connect me to the "room controller." The second person I talked to seemed a bit puzzled as to why I would need to speak to that specific person. I explained to her the situation and if I needed to pay for something, like chocolate covered strawberries or a small cake, for example, that would be fine. She said she will note the birthday in our reservation but nothing is guaranteed. At this point, I was a bit frustrated; it just did not seem as I was receiving the customer service one would expect from this property, based on the communication with the reservation staff; perhaps the individuals did not know. I was happy, however, that the next day, the hotel did put together something small for my husband, which was very much appreciated! Thank you!
Upon arrival around 2:45pm on Saturday, we were told our room was not ready, which was definitely not a problem as we did not mind waiting. 3:15pm came around and still no call from the front desk about our room. At that point, I figured check-in may be actually at 4pm and instead of waiting until then, we could perhaps go get something to eat or have a few drinks. So at 3:15pm, I decided to double check with the front desk who said that a room just opened and that a guarantee check-in is, indeed, at 3pm. I wonder how much longer we would have waited until someone called us about our room. Neither time that we were at the front desk did anyone told us which room they were giving us and I could not find that detail on the print I had to sign when signing for our room (maybe I missed it). We travel often and I can't remember the last time any hotel forgot to mention or verify with us such an important fact.
Of course I knew what room I booked - a Signature 400 SF room under the local rate. The rate rules listed on the Mariott's website are the following: "Local Life rate, includes 50 percent valet parking discount, upgrade upon arrival." And again under another rate rules section it mentions: "Rate includes a complimentary upgrade upon arrival and 50 percent off of valet parking."
Based on the information provided on the Mariott's website, I was expecting a room upgrade upon arrival, which we did not receive... no where on the website it said (says) that it is based on availability. I am an experienced traveler and see "based on availability" normally listed for upgrades, etc. and so I figured this was a guaranteed upgrade by the Brown Palace Hotel, which was another great incentive to book a room there to surprise my husband. The front desk told us that the upgrade is based on availability and the hotel was full.
We visited the Tavern for a few drinks and ordered room service for breakfast - both were great.
Our room was very nice and comfortable; bathroom was a little small, but clean. Our room faced the atrium and we actually enjoyed the piano music on Saturday afternoon played during the tea.
This was our second stay there and overall, it is a lovely hotel with a lot of charm. However, our last experience left us slightly bitter and mislead. Perhaps the hotel staff was stressed and busy since they were full, but we just did not feel that we were important customers during our check-in process nor during my prior communication with the reservation staff a day before.
- Official Description (provided by the hotel):
- Presidents, rock stars, executives, and discerning travelers all choose the one-of-a-kind ambiance of the historically luxurious Brown Palace Hotel and Spa, Denver's only four-star, four-diamond hotel. Guests are treated to grand architecture, 6 unique dining venues, a full service spa and salon, and distinctive accommodations. Experience Tradition With a Twist. ... more less
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- Also Known As:
- Brown Palace Denver
- Hotel Brown Palace