Brown palace is not a 4.5 star experience - The Brown Palace Hotel and Spa, Autograph Collection Denver - Trade Reservations
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🤮 1/5 - Brown palace is not a 4.5 star experience
By 👻 @Sightsee27421009219, 02/15/2024 3:00 am
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This hotel does not live up to its 4.5 rating. The management, hotel cleanliness / quality as well as services offered fall way short of a 4.5 star experience. I sent the communication below to the Brown Palace General Manager, Jana Smith, as well as the Head Concierge, Zach on 6 different occasions and never received a response. Hello Ms. Smith, I had an experience that did not meet my expectations and I felt it necessary to let hotel management know about my visit. I was celebrating an anniversary with my girlfriend and we were desiring a staycation for the special event. I don’t often use Hotwire, but decided to roll the dice and book a room through their service. I wanted the nicest offering and chose the “4.5 star or above” property. After I completed my booking I was excited to see that we were staying at the Brown Palace since neither of us had stayed there before. I live in Denver and wanted to drive to the hotel and place some nice gifts and amenities in the room as a surprise for my girlfriend. I called before driving down and spoke with Adriana at the Brown Palace front desk. Adriana informed me that I was welcome to drive down and have an early check-in and she informed me that I would get one of the remodeled / updated rooms. Upon arrival, I learned Adriana was off-duty to which Kennedy helped me with my check-in. I was informed by Kennedy that there were no updated rooms available. I was very disappointed since I had read the reviews and Adriana was so wonderful in talking up the updated room. Kennedy told me the only updated room available was a suite on the 9th floor for $250 more than what I had paid. I felt like this was a bait-and-switch given my discussion with Adriana and I felt like I had already had an updated room available for me, per Adriana, at the rate I booked with Hotwire. I begrudgingly accepted the upgrade Kennedy was offering. I placed my gifts in the room and quickly left the hotel to reunite with my girlfriend. We both checked-in around 4:00 and got ready for dinner and a comedy show. We were excited to return to the hotel that evening to have a cocktail at one of the renowned bars in the hotel. We arrived back at the Brown Palace promptly at 9:30p that evening and were greeted at the Ships Tavern with “I’m sorry, we’ve already done last call but The Churchill is open until 11:00”. We then walked to the Churchill only to be told they were closed for the evening. Again, this was a disappointing experience since Kennedy had handed us the “Dear Valued Guest” letter upon check-in and which clearly stated the hours and we had planned accordingly. I’m attaching pictures I took of Suite 915. I do not believe this was a 4.5 hotel or experience.
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