The Opus Westchester, Autograph Collection

The hotel is well maintained and the rooms are large. The pillows all need replacement, as they are pretty beat up over time. But what is so unimpressive is the service inside (valet great). Our first morning, we ordered room service, but it turns out the woman taking orders isn't actually in the room service kitchen. They could not make a latte as she shared that she "thought" the machine was "still broken." After about 20 minutes, she called back to share that they were out of the muffins we ordered, and we swapped in croissants. After an hour, our order had still not come, so we cancelled, and she seemed surprised--the hotel was not full nor that busy. The second morning when I went for coffee service downstairs, they don't have a milk alternative for anyone lactose intollerant, and the front desk attendant said he could not help. So I went to the lobby-adjacent quick serve restraunt and asked the two men at the bar, and they would not provide 2oz of oat milk, sitting behind the bar as they said "we are separate." Going back to the front desk I asked for the manager, and the front desk gentlemen said the managers were out, and that he could not help "because of the union." I again appealed to the two men in the restaurant and they said they would have to charge me $4! I went back to the front desk to ask if he could get something from room service, and he said I would have to be charged. 3 rooms for 2 nights and I cannot get complimentary oat milk for my wife??? SO STARBUCKS IT IS!...and a different hotel next time.

The room was clean and well appointed. That was the only positive. There were no outlets that were not taken by lighting that would allow for convenient placement of charging devices. The phone in the room was constantly busy and I was unable to connect to the front desk, room service, etc. I came down to have breakfast 10 minutes to 11am when breakfast closes (which I did not know at the time).. I was told that the breakfast was no longer being served. The front desk tried to call room service/the kitchen, no answer. I was kept waiting for 20 minutes while the front desk tried to see if the kitchen could make breakfast. Finally, a woman in a Ritz Carlton sweater went the from desk to advise that breakfast could not be made. (There are two Ritz Carlton Residences on either side of the hotel and they share amenities.). I’m sure the Ritz Carlton residents are denied food whenever they ask for it. We were then directed to a pancake house that had an hour wait. Their coffee bar also lacked basic amenities like sugar. Also, when we arrived, none of the staff explained when breakfast would end and how to access the Internet and the amenities available to the guests. There was no offer of valet services when we arrived. All this great service for $800 a night. Stay somewhere else.

I stayed one night at the Opus Westchester to celebrate my birthday through Amex Fine Hotels & Resorts, also as a Marriott Titanium member. The experience was appalling and fell far short of what I expected from the titles or price. The biggest disrespect is that I was pretty much told I was a liar: Thanks to both FHR and Titanium benefits, I had guaranteed 4pm late checkout. Around 1:30pm, I messaged through the Marriott app requesting 6pm instead to accommodate a spa appointment. Staff confirmed the request in writing. At 4:54pm, as I was checking out from the spa, I received a call from the front desk demanding to know why I hadn't left. When I explained I'd been granted a 6pm extension, the staff member raised their voice to say that was "impossible" and that "no one would have said that." I insisted that I would leave as soon as I could and that I was just stating the fact that I *had* been granted an extension, but the person on the other end of the line just seemed more upset. The call ended with the promise that "management would be waiting" for me at checkout. When I returned to my room at 4:58pm, housekeeping had already entered. Outside of that, service was poor across all areas. I was told breakfast ran until 1pm and decided to do a brunch, but found it closed at 12:40pm. I was double-charged for valet. The spa was overpriced and underwhelming. Neither spa staff nor front desk could apply a Marriott Bonvoy gift card. I never received a folio despite multiple requests. The room was spacious and the rooftop pool was nice. But a big room doesn't make up for being gaslit by your own hotel staff. No surprise this property list it's "Ritz" status, as it's not FHR material and nor Autograph Collection material either.

I've been going to this hotel since it opened. It used to be a first class Ritz Carton but during covid it was re-branded a an Opus hotel. Things started off ok but every visit got progressively worse. They kept the bathrooms from the old Ritz, and I understand that. But the result is that 20 year old bathrooms can't be cleaned properly. Especially the showers. And the cheap plank flooring they used now has 1/4" gaps between the boards that collect dirt. On this trip I checked in on 12/24 around 6 and went to dinner at the hotel restaurant. Here's what followed after: - no turn down service on my $700 room that night. I thought that was unusual, but i lived with it. It was late. - I ordered breakfast the next morning and after several calls where the phone rang off the hook, someone finally answered. One hour and 45 minutes later, the food arrived. The guy who brough the food said " nobody showed up for work today." - You're lucky if anyone answers the phone at all at this place. If the phone even works. -My early 2000's phone in the room disconnected after a minute of use. Almost like they programmed it that way. -The bedroom TV didn't work. But the room had two TV's so I survived. Again, not worth the price. - Went to my son's house for Christmas dinner and got back to the hotel around 9. All of the garbage from breakfast was still in the room and it became obvious that the room wasn't serviced at all. I went down to the from desk ( because nobody answered the phone) and the young lady profusely apologized and offered me some points for my inconvenience. I politely refused the points, telling her that by accepting them, I'd give the false impression that I'd actually be coming back. Some poor kid brought up some Day's Inn style towels and face cloths so we had something to use the next morning. During the parts of three days I was there, housekeeping never entered the room Not once. - The next morning, since room service took almost two hours the day before, we decided to eat breakfast in the lounge. A warning sign. We were seated quickly and it was full, but nobody had food on their tables. Maybe this is why the breakfast is free for my level of "status". Servers made no eye contact, as they'd be expected to serve us if they did, and we got up and left after 15 minutes and checked out and went to McDonald's. - At checkout I felt sorry for the guy who I know well and he made a small adjustment to the bill. You could see he was frustrated as well because he's been there since the place was actually nice. Not his fault. - It was so nice to leave because I felt like I'd been robbed of $2500 (two rooms) and I wanted to quickly put this place in my rear view mirror. There are obviously huge employee/management relations issues at this place. I get the feeling that they hate each other. A lot. Knowing a few of these people for years, I'm going with it's the management's fault. It has to be. In fact, if you wanted to put your hotel out of business, you'd do exactly what these people are doing right now. Don't change a thing. I fully expect there to be padlocks on the doors of this place within months. It would be too bad, but some things just need to be allowed to fail. At the Opus, they're actually trying their best to encourage it. I fully expect some pablum response from the GM saying " sorry we didn't live up to your expectations and we hope you'll give us another chance". Save your time. Unless you start by giving me a credit for the amount between what I paid and what the Red Roof Inn would have charged. This might not be the worst hotel in the world, but they better hope that the worst hotel doesn't close down. End of story.

I’ve been staying at this hotel almost every week for three years. Over the last 6-9 months it has really lost its edge, culminating with the closure of the only bar and restaurant last week. The in room amenities are better at a Springhill Suites, and the peeling paint and garbage on the corridor floors makes me sad that this beautiful hotel has allowed standards to slip so much. Until leadership can get it back on track, I’d recommend the Residence Inn around the corner or the recently refurbished Sonesta. I would have rated it one star but for the exceptionally helpful and friendly front desk (particularly Vanessa) and sales staff.