The Ritz-Carlton, Denver

I felt unsafe and unwelcome after overhearing guests make derogatory comments about my race and occupation. One person used explicitly demeaning language. When I tried to document what happened, staff accused me of causing trouble. I reported this to the hotel and management, but saw no follow-up or accountability. There were other troubling problems during my stay. Valet was repeatedly late or unavailable, so I had to ask for help again and again. Although the hotel wasn’t full, I was put on the 6th floor, where construction was ongoing, the view was worse, and I felt my room received less attention than others with similar room types. I wasn’t given the staff’s night-service notes, and saw other guests get different accommodations without a clear reason. I’ve tried calling management, but calls were put on hold, dropped, or never returned. A week has passed without anyone contacting me directly. This treatment and the lack of a timely response are unacceptable. I’m asking senior management for a formal investigation, an appropriate response, and assurances that steps will be taken to prevent this happening again. I’ll also notify corporate offices so the matter is addressed.

The rooms are nice, the food was good, and the spa itself was pretty nice. The staff were good, too. The policies are the problem. For a five-star hotel, I didn’t expect to be charged separately for parking, internet, and the spa facilities, including the whirlpool and steam room. They also won’t let you use the gym after checkout. Those fees pile up, even for things many hotels include. I expect to pay the room rate and enjoy the amenities, like at the nearby Four Seasons. This felt more like budget-hotel nickel-and-diming.

The spa pass was a blast. They had teas I’d never heard of, snacks, lounging rooms, and even the showers felt luxurious. We also went to Elways twice, for drinks at the bar and for dinner. As a foodie, I loved it, especially the lobster Mac and cheese. I’m in love with this property and its staff. Everyone made the stay feel great. Special thanks to Jocie at the front desk and to housekeeping. Valet was always welcoming, the best service I’ve seen, and the staff went above and beyond to make my stay perfect.

The Ritz-Carlton made a great setting for the Candelight Concert, with candlelight adding to the performance. A four-string group, cello, viola, and two violins, played music by Coldplay and Imagine Dragons, and I really enjoyed it. Everyone I met was welcoming and professional. I’m already looking forward to another event in that beautiful space.