General Policies & Fine Print
Customer Ratings & Reviews
TripAdvisor Traveler Rating2590 reviews
Needs some help
Check-in took awhile and we had a hard time communicating. A/C is unable to keep up due to the the outside temp. Get used to the stairs you need to use them cause only one of the two elevators is useable and it is SLOW. Overall the place needs a deep clean. I the stairs are very dirty (piles of hair an debris on them). The staff that is in charge of the banquet rooms is exceptional. Our meeting room was constantly stocked and attended to. GREAT JOB
Do not miss an evening at the cigar bar!!
We were told to visit the Brown Palace by friends. Twice we visited the Churchhill Cigar bar and both times were superb. Andrea took such great care of us both times, I felt like home. Plus Andrea makes the best Old Fashioned with Bullit Whiskey you'll ever have. Thank you Andrea! The entire hotel staff is engaging, sweet, and extremely attentive.
Bad Building maintenance / GREAT CARING STAFF!
Originally we were given a room on the 5th floor which had not being cleaned up and prepared for us. At that moment we encountered one of your food servers in the hallway who was so nice and very energetic. (I wish I knew her name) She took it upon herself to call the front desk for us and apologized multiple times for the mistake. We know things like this can happen, what makes the difference is the way the staff goes about it showing they really cared. We were given another room. At this room The AC was on so high that it felt very cold. I attempted to adjust the temperature but it did not work. The "off" option would not even turn off the AC. A technician who was very nice came and he tried all he could to make it work but he could not fix it at the moment. The bathroom had a very bad smell coming from the shower drain so it was hard to consider taking a shower. Curtains were in a bad condition. The bed was very noisy and fixed up poorly. The main door and the bathroom doors were hard to close. Walls are not sound proof so you can hear the person next door. I hate to be a pain but ended up calling the front desk to ask for another room if possible. The front desk manager was very understanding and did all she could to find a better room for us. She explained the situation with the AC/Heating system and that potentially in the new room was still the possibility of needing someone to manually adjust it for us. We saw her going to other rooms maybe looking for a better one for us. Finally she gave us room 343 which was way much better than the one before. More lighting, no bad odor and the AC system was set to an acceptable temperature. She also was very apologetic and gave us a voucher to use at the restaurant. The restaurant staff was so welcoming and polite. Over all what makes the big difference and makes the guest put on a smile are your employees! I hope you are aware of that because even though I would think twice to spend a high price for the type of rooms you have (in bad conditions) I would think positively that the high price on your rooms are much more forward to reward your entire staff. I think it is possible to maintain your building structures as they were in the good all days with a good maintenace system.
Pleasant experience all around
Special place. Old hotel but we’ll maintained. We’ll trained staff. Good restaurants with special lobby events. High tea and crumpets, with champagne. Most staff member have been there for years. Wonderful bedding. Drive up valet parking. One block off 16 street with it free shuttle service.
Ownership does not care
You can tell ownership is disinterested when extremely friendly staff have to say to guests: “Thermostats don’t turn on in many rooms all over the property. Owners will not replace them. May we bring you a fan?” And in Palace Arms at dinner with three other occupied tables: “We have no teaspoons for coffee. Let me find soup spoons.” To television remotes that do not work. Hot water that takes 10 minutes to get warm. Doorframes that require a shoulder shove to open like you are breaking in (and don’t close without pulling: hey, Forbes—safety issue!). Closet door tracks that just need oiling but aren’t. Room service phones unanswered (and no hold music—just dead silence for over a half hour with no answer). No weekend laundry service. Gift shop closes at 2 (because it is in the coffee shop—??). Come for tea. Come for live music in the lobby. Enjoy a hotel tour on Weds. Stay for a cocktail at Ship’s Tavern. Do not stay overnight. It is too pricey for what distant owners have allowed it to become. Management and staff cannot overcome lack of investment. All recent reviews reflect this same core truth. This is no longer a luxury hotel.