We made plans to stay in downtown Denver for one night to celebrate our 25th wedding anniversary. My husband really wanted to stay at the Brown Palace because he had heard wonderful things about the historical hotel and we had never stayed there. We flew in from the east coast for a business meeting at the Broadmoor and a visit with family. We arrrived at the hotel late as our nonstop flight to Denver was delayed due to poor weather conditions. We were very tired upon arriving at the hotel and went up to our room (a junior king suite on the 9th floor). The room was nice, although a bit cramped. Basically the suite was 2 small connected rooms, one with a king bed, the other with a small sofa, two chairs, a desk and TV. The linens and towels were wonderful and the room appeared clean. The concierge at the hotel had gone home for the night so the doorman recommended a nearby restaurant, Rioja, to have a late dinner. Rioja is an excellent restaurant and we thoroughly enjoyed it and our food.
Unfortunately right before leaving for the restaurant, I found a roach crawling on the floor in the bathroom. I decided not to make a big deal of it because I had chosen the hotel and did not want to make too much of a stink knowing that my husband would have preferred to stay at the Brown. We went to dinner and upon returning and getting ready for bed, I found another roach crawling next to the bed. At this point, I was thoroughly disgusted and wanted to leave the hotel but it was already almost midnight. We called down to the front desk and informed them about the roaches. They apologized and gave us the choice of another room on the 9th floor or another suite on another floor. My husband had to go downstairs to get the keys to look at the other rooms. I was surprised that they did not send someone up immediately to handle the problem. We decided to move to the 7th floor because it seemed a safer bet. They sent someone up to move us who went on to say that downtown Denver was filled with bugs due to the extremely damp weather. He seemed to think it was no big deal. Needless to say, I did not have a restful sleep that night. Luckily we did not see any more bugs. The manager offered to buy us breakfast at the hotel and we had a decent breakfast the next morning.
I wasn't going to post this on trip advisor but I do feel people need to hear the truth. This hotel is touted for wonderful customer service. Several days after staying at the hotel I received a form email from David Craig, General Manager of the hotel, asking about our stay and hoping it exceeded our expectations. He wanted to know if we had any comments or suggestions. I immediately responded and described our experience to him and voiced our concerns. It has been 12 days since our email and we have had no response from the general manager. For a hotel that has "excellent customer service", they certainly dropped the ball. After leaving Hotel Teatro we stayed with family in Denver and then moved on to The Broadmoor in Colorado Springs, a lovely resort hotel with truly excellent customer service. Unfortunately, Hotel Teatro is second rate. Wish I had listened to my husband and stayed at the Brown Palace. To me, roaches in a hotel room are a "big deal".










