The Ritz-Carlton, Westchester

I spend the better part of my month traveling the globe, for work. I must say, the customer service at this location is spectacular! Starting from the moment we crossed the threshold, my five coworkers and myself received outstanding attention. Bottled water and a speedy checkin along with flawless rooms. It is now my third day here and unfortunately I’ve been under the weather and bedridden my entire stay.
Alicia, not only remembered that I was under the weather, she checked on me and sent up hot tea to ease me. She has made a lasting impression and I will be sure that our company uses this as our hotel when we land in White Plains! Shakira, from room service is nothing short of wonderful. Marlene, from room service was also very helpful.
Come here and you will be addressed like your needs are first and foremost. Home away from home and the personnel are your neighbors. It’s been a pleasure. See you again, soon!

SUMMARY:
The staggering number of recurring and consistent (in content) negative reviews about this Ritz-​Carlton is something that you should not ignore. That is not typical for a Ritz-​Carlton property. How the management team at this facility has allowed these issues to continue happening unchecked and unimproved for years is not consistent with the Ritz-​Carlton brand and philosophy.
In summary, in my opinion, this is not a Ritz-​Carlton. It is a building with the Ritz-Carlton’s logo on it. Big difference. Don’t be fooled. If you want a luxury experience, go to another Ritz-​Carlton facility or choose a different luxury hotel.
The «luxury» experience at the Ritz-​Carlton Westchester has been outsourced to the lowest bidder. Don’t be the next one typing a review like this one. Make a better decision than I did.
Spend your hard earned money somewhere else.
DETAILS:
My wife dropped off our car off at the valet right in front of the hotel to begin a day of relaxation. After a visit to the in-​house spa, my wife and her 2 friends decided to get a drink at the restaurant «BLT». They were treated rudely by the staff and told without a reservation they could not be seated (in an empty restaurant during a snowstorm). They decided to go downstairs to «The Lounge» where the wait staff was completely inattentive, took over 20 minutes to take a drink order, and another 20 minutes to bring the drinks. When the drinks got to the table it was not what was ordered.
After a frustrating end to what could have been a wonderful experience, to add insult to injury, our car was returned by the valet damaged. My wife immediately brought the damage to the attention of the valet service and had to spend over an hour filling out paperwork to report the damage. During this time, my wife was treated rudely, aggressively, bullied, questioned and indirectly accused of committing fraud by claiming that the damage to our car was preexisting. Not the type of customer experience you would expect at a Ritz-​Carlton facility.
The next day I went to the Ritz-​Carlton Westchester to talk to the hotel management staff about her experience. I was informed that «the valet is outsourced by the Ritz-​Carlton and they can do nothing to resolve my issue in regards to the damage to my car». This is despite the fact that there is no clear notification of this when you drop of your car, no signage, no warnings that the umbrella of the customer care of Ritz-​Carlton does not extend to their on facility garage. This is misleading to say the least.
I took up my complaints with the parking company in the presence of the management at the Ritz Carlton. Again, I was treated rudely, foul language was used and in the end they could not help me either. No compensation would be provided.
I doubt that a company such as Ritz-​Carlton who has worked so hard to build their brand would want their reputation in the hands of an outsourced company that does not share the same customer oriented philosophy and whose staff clearly does not undergo the same management and leadership training as even the most junior team member of the Ritz-​Carlton does. However, that is apparently exactly what the management team at this Ritz-​Carlton facility has done.
I also mentioned the experience at «42» to which I was then told again «we are not responsible for what happens in the restaurant. We do not own or operate that restaurant.»
My next question was simple: «What are you responsible for then?» The answer was «The Lounge.» I discussed my wife’s experience at The Lounge. Despite many identical experiences to my wife’s these negative experiences continue to happen.
The experiences in the above detailed review are consistent across multiple people occurring over years of time. That is more than an anomaly, it is a clear trend and the reality of the experience you might have. Consider yourself informed.
What do you expect when you outsource your customer experience to a third party?
Ignoring the complaints of your customer is the gateway drug to irrelevance for a luxury brand.

I purchased a unit at their residential tower. The builder Cappelli builders has done such a poor job. All the units have electrical problems and mine came very close to a huge fire. Their purchase contract prevents you from any recourse and you are left with months of haggling to fix the many problems. They are anything but customer focused. Their main goal is to find a fool to take the properties off their hands. STAY AWAY!

Swankest place to party in the area

Love this place, it’s now our 2^nd home! We are here every time we come visit our Westchester family, which is a lot because we are here 3 times a year. The staff is great and knows your name… We stay for 10days every time we come.

My parents stayed here and each and every one of their requests got sorted at every point.
Accommodations were made, great service throughout, special thanks to Luis on the waiting staff for his great work at breakfasts in the lobby!
We were referred to an urgent care who took care of my mother’s bacterial throat infection even though she was visiting from overseas and didn’t have insurance.

I was speaking at this hotel this week and as I’ve stayed in about a dozen ritz carltons and this was the best in terms of service, attitude, and smiles. I was walked to elevators, rooms, and other locations as I was new to this property. Great food, even the banquet, and nice spa too. My daughter had the massage of her life she said. If you are going to west Chester don’t even think twice just call the ritz. Ask for Andrew.

This hotel is one of the best I’ve ever been too, the service was amazing, Hotel made sure we had everything we needed, Will definitely go back.

This is a review for the valet parking service. We dropped it off to eat at BLT Steak — too lazy to look for a free spot on Saturday night. After a good meal, we went to get our car and it takes over 5 minute and no other patrons are waiting for their car. I ask whats up and the valet attendant asks if I have the key. No, it doesn’t work that way. :P

I was married at the Ritz-​Carlton Westchester this past Saturday and it was a seamless experience! The food was amazing and the service was just fantastic. Every employee was friendly and responsive. They fully embraced my unique vision and made it come true without question or judgement.
In all the commotion of the day I left a small box of honeymoon clothing in my room by accident. I thought for sure it was discarded with the other empty boxes left in my room, but I decided to call just in case. I was pleasantly surprised! They called right back and I was able to retrieve it within five minutes of my call. The manager of lost prevention even brought me a small bag of free spa goodies when I went to pick it up.
I have 0 complaints. They were fantastic from start to finish. My guests and I were incredibly pleased and I can’t wait to go back for my one year anniversary!

The lobby restaurant has the worst service I have ever experienced:
1) I waited so long for the waitstaff to come to my table I got up and got my own menu. When someone still did not arrive, I went to the front desk and asked if someone was working in the lobby restaurant because I had been waiting.
Their response: How long have you been waiting.
Wow, awesome customer service.
2) They over serve drunk people. The gentleman at the table next to me was so drunk he was blasting music from his phone. I couldn’t hold a conversation at my table over his music.
Way to break the law by serving an intoxicated person.
The food is mediocre and over priced as well, but i guess it caters to people who have to settle because BLT and 42 are full.

The Brunch at the Ritz Lounge is excellent. The ambience, atmosphere, quality, is superior to any other Hotel Brunch in Westchester. The tables are set by a well decorated casual area with a beautiful fireplace. The staff are friendly and accommadating. The food and service are excellent and everything you would expect from a RITZ CARLTON! !!!
* * * * *

Review for the lobby bar only.
The lobby bar has a nice fireplace. However, the tables and floors are dirty and stained. The fireplace is dusty. The service is SLOW. Took someone 5 minutes to greet us/​seat us, 5 more minutes to get a menu, 10 minutes to get our drinks. No one ever followed up with us to see if we’d like water or to order food.
I’m not sure this is a Ritz or a Days Inn. Pass!

Wow. Outstanding customer service. Most comfortable bed I’ve ever slept in. Completely blown away by the service here!

I don’t know how anyone could not give this place a 5/​5, except for maybe the hotel’s location, (White Plains, eh, but there’s the Westchester mall and a few restaurants within walking distance). Anyway, other than that, it really is spectacular. Before I even arrived, I received and email from the concierge asking me if I needed anything and welcoming me to the Ritz, now that’s customer service.
When you arrive, you drive your car around to the valet ($ 30/​night), and the second you pull up, the bellhops are there asking if you need help with your luggage and escorting you to registration. You then walk into a room with beautiful plush couches and a gorgeous state of the art fireplace. When you check in, the man/​woman behind the desk checks you in, then walks you over the elevator and wishes you a great stay. Right past registration is a gorgeous room with cozy couches, tables and comfortable seats where you can have a cocktail in the evening and breakfast in the morning. Past the open room is BLT restaurant.
Moving on, take the elevator to your room, open the huge wooden door and walk inside a gorgeous huge room with an enormous bathroom. Heaven. I wish every hotel had a bathroom like theirs. Once you open the two wooden doors that swing out and welcome you to this enchanting bathroom (it’s no joke), you notice two huge sinks, a bathroom, and a shower that makes you never want to leave, then a side room with a door where the toilet is located. I ended up taking many baths in that tub, it’s not huge, but I’m small, so the size worked for me. The shower is huge, and has a rainfall like faucet that blasts water from overhead. The shower pressure is awesome, the water stays hot and the Ritz also offers amazing shower gel, shampoo, and conditioner for you to use. The towels are fluffy and comfy and the housekeeping makes sure to leave tons of towels on the floor so that you don’t slip and fall.
The room itself is about 550sq feet or so, there’s a nice wooden desk in the room, and a stunning wooden armour where the tv is that also has a closet with drawers. My bed was super comfy. The blankets were plush and cloud like.
I had the chance to check out the gym and the pool on the 10^th floor. The pool area is nice. It’s a decent size pool, and they have tons of lounge chairs surrounding the pool. The gym is fairly large for a hotel gym (I believe the hotel residences share the gym too). They have 5 or so treadmills, bikes, and elliptical machines, as well as free weights, balls, yoga mats, and 10 or so machines. They also have water coolers, a scale, and awesome towels to use.
I had the chance to check out their private room for parties on the top floor which is really cool. I imagine it’s used for weddings too. Beautiful views. There’s a bar and couches in the one room, and the other room opens up to a small dance floor. The party I went to was a blast.
I’ve only been to one other Ritz Carlton and in comparison, they were both spectacular. Once you’ve stayed at a Ritz Carlton, it’s hard to stay at a 3 – 4 star hotel, the service and accommodations are really one of a kind!

Beautiful hotel, with all the amenities one can desire but it comes at a premiun price tag, Excellent, clean rooms, strong wi fi, beautiful bathrooms * showers have
great water pressure, good room service, excellent food, nice maids to clean things up and excellent breakfast.
This all is going to cost you!

I’m here for a conference so I can’t speak to the rooms. The ballroom and staff are very accommodating though. The catering during meal breaks is lovely and the moment I have an empty dish someone magically appears to take it away and vanishes before I can even thank them.
When I think of the Ritz I automatically think of the New York Central Park one and the old grandeur of the name. This hotel is clearly new construction and doesn’t have nearly the same level of decadence.

Wife and I recently came to the Ritz Carlton for an art auction.
We stayed 3 nights 4 days.
Totally amazing!!!
Even know its an old parlor trick, having the valet ask if you were checking in and your name then instantly telling the front desk so that by the time you get in the front door everybody is greeting you by your name and already basically checked in. Might be a parlor trick but more places should do that as it really makes the experience better.
The hotel Is probably the classiest place I ever stayed in and I have been all over the world.
The Bathrooms use actual small hand towels instead of a drier or paper.
The food was great and the room was amazing.
I used the gym and pool facilities every day.
The staff were totally great could not think of anything that would of improved my stay there.
If in White Plains I highly recommend the Ritz Carlton.

We recently had dinner with friends at the Lobby Lounge. It’s a great spot for a delicious, low-​key meal. There are only a few tables, which means it’s great for conversation. At dinner, we tried a number of appetizers (the Kobe slider, shrimp cocktail, crabcake and Caprese) and all were fantastic. For our mains, we tried the sea bass and petit filet. Both were filling without being overwhelming and came with tasty sides. We saved room for dessert and had the cheesecake and dark chocolate tart.
It was a decadent meal and great opportunity to catch up with friends– highly recommend when you’re looking for something special!

My husband and I came up to White Plains to celebrate our 1 year wedding anniversary. We had a reservation at the near by Residence Inn, but that didn’t work out (you can read my review!) so we walked over to the Ritz and checked in there.
Upon check in we were asked if we were celebrating anything. We told the staff member it was our 1 year anniversary. After she was done checking us in, she came back with two flutes of champagne for us! After having such a shitty time at the other hotel, I was blown away by this! We had asked for a standard room but there was none available. But we were given a deluxe room for the price of a standard. It was great. The room was spotless, and the bathroom was amazing! We are used to much cheaper hotels so we were really wow’d by everything at the Ritz Carlton. The staff member that checked us in called up to our room a few minutes later to make sure everything was okay with the room.
We had dinner reservations at 42 that night which was also great. We had such a great time at the Ritz, we didn’t want to leave! Yes its on the pricey side, but sometimes you have to treat yourself!