The Opus Westchester, Autograph Collection

I booked and paid for a room for 3 people (Me, my wife and my daughter). They gave me a room with one double bed only. I went to the reception to ask for the room I had booked for 3 people and she told me that 3 people could sleep in the bed they gave me. If I wanted she could provide me with a cot with no extra charge as if I had paid for 2 people. They did not change me to a room with 2 double beds. I found it to be insane as they call themselves a 5 star hotel. I paid 1,340 dollars for two days stay with one double bed and a rolling cot. Discussing. No concierge were available to take my luggage’s and to open doors during our stay. A total scam for the price.

I came in wanting to love this hotel, but unfortunately many of the negative reviews I read beforehand turned out to be true. As a Platinum Elite member, the experience was well below expectations. • Check-In: No water offered at reception. Staff came across as indifferent, even rude at times — not the warm welcome I’ve come to expect from Marriott properties. • Elite Recognition: I asked about an upgrade and was given a room with a window facing the side of an office building. Definitely not the “elevated” experience promised. • Room Experience: Remote didn’t work properly, the TV volume was very low, and the bathroom didn’t even have enough towels. Small details, but they add up and take away from the sense of comfort. • Pool & Amenities: Honestly, the pool area was one of the biggest disappointments. The water was cold, the furniture was cheap and poorly maintained, and there were no ropes or features to make it feel special. It was no better than what you’d expect from a basic 3-star hotel, not a luxury Autograph Collection property. • Housekeeping: Cleaning service felt below average — surfaces and corners clearly weren’t well tended to. The only real highlight is the location — plenty of restaurants and bars nearby, and White Plains is a convenient base. But everything inside the hotel felt uninspired and underdelivered. For the price and brand, I expected a much higher level of service, attention to detail, and hospitality. Right now, The Opus Westchester falls short of Marriott standards, especially for loyal Bonvoy members.

The Opus Westchester is in a fantastic White Plains location—walkable to restaurants, shops, and everything you might want during your stay. The property itself is beautiful, with spacious rooms, comfortable beds, and a rooftop pool that even has a lifeguard on duty, which is a nice touch. That said, the service and management leave much to be desired. I ordered “amenities” through their website (wine, truffles, and fruit) to enjoy during our stay. Unfortunately, they only arrived on the very last night, and the presentation was disappointing: a small tray with a whole orange, two apples, and just four macarons—$35 for the macarons alone felt excessive. Breakfast was tasty but painfully slow, and paying $20 for a pot of average coffee was hard to justify. The hotel clearly suffers from being understaffed, and it shows in nearly every guest interaction. The valet system was the most frustrating part. While the valet staff themselves were kind and tried their best, the electronic system simply didn’t work. On multiple occasions, our requests for the car didn’t go through. Even when we stopped by the window in person, we still waited 15+ minutes only to discover the request hadn’t registered. This hotel could be great, and it has all the makings of a luxury stay. But it really comes down to management investing in staffing and fixing broken systems. Until then, guests are paying five-star prices for a three-star experience.

For the Manhattan price, this is a thoroughly disappointing place to stay - from the bellman who made no effort to help me (single, petite, woman) with three heavy bags and instead just followed me into the front desk to check-in as I dragged the bags, to the valets who can't be bothered to leave their air-conditioned vestibule and just pass things through the window, to the SCHEDULED hammering, drilling and other construction noise happening in the room right above me each morning from 8 AM on that I was NOT INFORMED about in advance, the the Front Desk person who could have cared less when I called to ask if I could be moved/credited or something, anything to accommodate for my misery, to the GM who never called me back RE this situation, to the messaging feature on the Marriott Bonvoy app in which I messaged about the unacceptable level of noise SIX TIMES with no response - this place may have been a Ritz-Carlton with that legendary Ritz-Carlton service but today it is NOT. I am happy to pay a premium for a hotel with great service, but this is NOT IT.

The hotel is very nice It's our second stay there. We were greeted warmly upon check in, although we were hoping for an upgrade to a suite (Titanium Elite members/Lifetime Platinum). Even though the website showed there were lots of suites available, the receptionist stated that the website is incorrect and he can only upgrade us to a slightly larger room. So we were disappointed, but the room was still very nice. The next morning we ordered room service for breakfast. The woman who took our order, and the man who delivered it were very nice, but it was a bit of a mess. It took 90 minutes to receive the food (instead of the 40 minutes they mentioned), and then the order was wrong and delivered with no silverware. The guy who brought it was very apologetic, and came back twice (once with silverware and the missing side dish) and then again with egg whites instead of regular eggs. We never were given a bill to sign, but then were discovered the next day when we looked at the bill that we were charged way over the actual price. We called the hotel (as we had already checked out) and left a message. Nobody returned the call, but they did remove the whole charge, so that was very appreciated. So overall, we did have a nice time. It's well situated and simple to get Ubers. We will return when in the area as we're loyal Marriott customers and it's a beautiful hotel.