Editor’s Note: The following is a review of American Express’s Fine Hotels & Resorts program as utilized at the Ritz-Carlton Denver. This post is not a complete review of the Ritz-Carlton Denver.Â
When American Express recently added a $200 Find Hotels & Resorts credit to the personal Platinum Card, I saw that as a green light to check out a couple of higher end properties that I probably wouldn’t have otherwise.
That brings us to the Ritz-Carlton Denver.
Was the Ritz-Carlton Denver a good place to use the FHR credit?
Review: Fine Hotels & Resorts – Ritz-Carlton Denver (CO)
Click here to read about the American Express Platinum card adding a new $200 FHR annual perk
Downtown Denver, Colorado. Image: ritzcarlton.com
About The Fine Hotels & Resorts Program
First, a quick refresher on the Fine Hotels & Resorts (FHR) program.
Click here to read more on Amex’s Fine Hotels & Resorts Program
Click here for reviews on Chase’s Luxury Hotel and Resort Collection
How To Use FHR
You’ll need a premium American Express Platinum credit card to gain access to the FHR program.
Both the American Express Platinum card and the American Express Business Platinum card will grant access to FHR.
  
The Benefits Of The Fine Hotels & Resorts Program
American Express’s FHR program is an under-utilized benefit for many Platinum users, but it provides tremendous value when used at the right hotels at the right time.
The standard perks of the FHR program include the following 6 benefits:
The Benefits Vary By Property:
The “unique amenity” at the Ritz-Carlton Denver is a $100 property credit.
Additionally, the “daily breakfast for two people” benefit is a $30 credit per person at Elway’s.
Location & Parking
The Ritz-Carlton Denver is located right smack in the middle of downtown Denver.
The only official parking option was valet service which ran $59 per night for overnight valet parking.
The valet area
FHOP Tip: We decided to avoid the parking fee by parking at a street meter on Curtis Street (just before the “Ritz-Carlton bridge”). There was plenty of parking there (free on Sunday), we just made sure not to leave any valuables in the car.
Street parking near the “Ritz-Carlton bridge”.
Booking Through FHR
I booked a “Room, 1 King Bed, Non Smoking, View” room for $554.44 for one night.
With the $200 Platinum Card benefit, the cost came down to $344.55.
That was before the $160 in breakfast and property credits (which I’ll get to below).
Lobby
Image: marriott.com
Front Desk & Check-In: The Invited Guest Line
I did not see a dedicated Marriott Bonvoy line at the front desk, but there were no other guests in line.
I was warmly welcomed, recognized for my Bonvoy Platinum status, and thanked for booking through the Fine Hotels & Resorts program.
Check-In: FHR Room Upgrade
I was informed I’d been upgraded to a “Club-Level Guest Room“, but that the Ritz-Club was currently closed.
As such, I was informed that a manager would be contacting me shortly during my stay to offer me Bonvoy points to make up for the inconvenience (I’ll get to that later).
I valued the FHR Club-Level room upgrade at about $100.
Image: marriott.com
FHR Welcome Letter
I was handed the FHR welcome letter (below) and my room keys.
Elevator Area
Hallway
Club-Level Guest Room Entrance (FHR Room Upgrade)
This Ritz-Carton website lists this room as “Denver’s most spacious room”, and it may very well be, but in the scheme of things, it seemed like a “standard” base-level Ritz room to me (and I don’t mean that in a negative way).
Bedroom
The room was elegantly decorated and clean (as expected).
What was unexpected was the room’s “space” theme, which somehow fit the room perfectly (you can see it in the curtains and the room artwork).
Living Area
The living area was again elegant yet standard.
Lost in space (space artwork of the Milky Way)
Room Amenities
The room amenities included a newer-model Nespresso machine (and pods), assorted teas, and a pair of Nestle Pure Life water bottles.
Closet
The closet came with one Ritz-Carlton robe and a a single pair of slippers.
Bathroom
Like every other Ritz-Carton I’ve ever stayed at, the bathroom was well-lit and cleaned to an absolute shine.
Asprey Purple Water was the Ritz-Carlton’s toiletry brand of choice.
View From The Room
The view from our room was not spectacular per se, but we did have a view of Coors Field, a U.S. Courthouse, and Abraham Lincoln Park.
Coors Field (center/left)
Abraham Lincoln Park and a U.S. Courthouse
Room Condition
Overall, the room was in excellent condition.
The one issue was the small mystery stain on the couch (see below).
Mystery stain on the edge the couch
Mystery stain
Using The $100 FHR Property Credit And The $60 FHR Breakfast Credit: Elway’s
We opted to combine the $100 FHR property credit and the $60 FHR breakfast credit to use on a family brunch (for seven people) at Elway’s restaurant.
Before you ask, yes, it’s named after that John Elway.
Image: marriott.com
Image: marriott.com
Image: marriott.com
Our actual table seen here
Elway’s Brunch Menu
Turns out breakfast is only offered at Elway’s Monday through Friday, while brunch is only offered on the weekend.
The brunch menu had a good selection that was reasonably priced.
Since we had kids with us, we were informed by the waiter that Elway’s “could pretty much make anything” by request, so we ordered the kids [off-menu] pancakes and chicken nuggets.
We went with the Classic Benedict ($21) and Elway’s House Breakfast ($22).
Breakfast At Elway’s
In the end, a delicious and quality brunch for seven at Elway’s came out to a pre-FHR credit total of $217.72 (20% service charge included).
Minus the $100 FHR property credit and the $60 FHR breakfast credit, brunch came out to a total of $57.72 and we all walked away happy and stuffed.
Classic Benedict ($21)
Elway’s House Breakfast ($22)
Relax – the 20% gratuity was already included in the bill
The Property Interior
Image: marriott.com
Image: marriott.com
The Property Exterior
The Check-Out: Guaranteed 4:00 pm Check-Out
We were offered a 4:00 PM checkout, but we waived it because we’d be gone after brunch.
The Check-Out: The Final Invoice
I asked to see a copy of the final folio at check-out and, sure enough, they failed to take off the FHR credits on the first pass. The friendly front desk staff quickly apologized and then assured the FHR credit had been correctly applied and I would see the adjustment on my credit card statement.
Two-days later, I saw a “mystery charge” of $160 charged to my card. I called in right away, told them this was an FHR credit, and they promptly refunded me $160 to my credit card. I also received a new updated folio to confirm the credit. That time, it stuck.
However, I never received a call-back from the Ritz-Carlton during my stay regarding the points I was promised. Twice I called in after our stay, twice I was told I’d receive a call back, and twice that didn’t happen.
On my third attempt, I finally reached somebody who actually did look into my request and did actually call me back. However, she stated that because I was given an “upgrade” to a Club Room as a Platinum member, I wouldn’t be receiving the points.
I countered that I received the upgrade not because I was a Platinum member, but because I booked through the FHR program and that I essentially paid for the room upgrade that is to be given to me if available (which it was). Besides, Bonvoy Platinum members officially have no room upgrade benefits at Ritz-Carltons.
After a few more days, I got another response, this time from the Room Operation Manager. He offered an apology for the situation and notified me he would “personally put those points in”.
The Bottom-Line Review: Fine Hotels & Resorts – Ritz-Carlton Denver (CO)
Sadly, I think the Ritz-Carlton Denver really dropped the FHR ball post-stay. Impeccable Ritz service it was not.
It’s really unfortunate, because we really did enjoy our stay, our room, and the top-notch service we received (while we were there).
At just $57.72 total for a party of seven, brunch at Elway’s was an amazing value through FHR. Did I mention the food and service at Elway’s was also excellent? In the end, the net total cost of our stay was a very reasonable $184.55.
Somehow, the Ritz-Carlton Denver bungled my FHR bill not once, but twice. Then, to add insult to injury, they initially refused to give me points, reneging on a promise that they initiated at check-in (unsolicited my me).
Having to follow-up twice to fix my bill was not fun, nor was having to call-in another three times just to get a call-back on a points promise offered by the hotel. Two emails later, they did finally make it right.
The great John Elway knew games were won or lost in the 4th quarter. Ritz-Carlton unfortunately fumbled in the end zone on the last play of the game, luckily they were already up on points.
Final FHR Rating: 7.5 out of 10
