The Opus Westchester, Autograph Collection

Stayed here 10 days for an extended business trip. The location is excellent as it is in downtown White Plains: lots of restaurants (with different types of cuisine) within easy walking distance, as well as shopping center, drug store, movie theater, etc. The room is spacious, and the bed is comfortable. There is a nice pool which I used daily for lap swimming. There were also gym and spa which I did not use. The minuses are more in the areas of service and thoughtful designs. My pre-arrival bedding requests (firm pillow and light blanket) was neither acknowledged nor honored upon arrival. They never did provide a firm pillow: just a soft foam pillow. Even though they have pool and spa, there are no bathrobes in the room for walking to these amenities. The hand-held shower handle is too heavy for its holder, so it doesn't stay in: you have to hold it in your hand if you choose to use it. There is no night light. During my stay, the WiFi went out for 24 hour. There was no announcement (e.g. a sign at the front desk) or acknowledgment whatsoever. Finally, while I wouldn't yet describe the hotel as being "dated" in appearance, it's probably time to start planning for a renovation in a couple of years.

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.