I stayed here for two nights last weekend to attend my aunt’s wedding (the ceremony and reception were onsite).
Upon arrival, I was checked-in by a gentleman named Nikko, who explained to me he was from Germany and had recently begun working here. He was polite, well-spoken and represented the hotel appropriately.
I was a little bit surprised that he led me to my room by taking me up the utility staircase (because the elevator was much farther down the hallway). My first impression of the hotel was therefore a narrow staircase featuring dirty carpeting and even a padlocked metal cage holding outdoor chair cushions.
Arrival to the room: I found the bed to be quite plush and comfortable and the sheets and towels were modern and spotless. However, the outdated carpet was not well vacuumed and I found a dead cockroach (or large water bug) along the wall. Of course, this encouraged me to inspect the room further. I found dust on top of the bed frame and armoire but the couch cushions were very well cleaned, even underneath.
There were hairs on the floor In the bathroom and a half used roll of toilet paper on the toilet paper holder (at least it was folded into a triangle!). One of the vanity’s light bulbs was a CFL the other was an incandescent—a bit weird.
I mentioned the dead bug to the front desk staff and they were apologetic. I told them it wasn’t a big deal but asked if they could have the carpet vacuumed. Two hours later, the cleaning staff vacuumed the room and did a very nice job—I couldn’t find any dust or hairs and the carpet looked clean.
The hotel grounds faced similar oversights. The backyard area is quite beautiful and the grass and trees are very well manicured and the outdoor chairs and cushions are comfortable and clean. A really beautiful place for a wedding ceremony and reception. The pool and gym facilities are also clean and easily accessible. I really liked that the gym was open 24 hours a day (just ask the concierge at night and they will let you in).
However, there were bizarre oversights like bird droppings covering one of the outdoor stone walls and the cigarette ash trays looked like they hadn’t been cleaned in days. The hotel maintenance program seemed haphazard—some things were great and other aspects were completely overlooked or ignored almost as if the cleaning and maintenance staff were lacking the standard checklists that every hotelier is taught in hospitality school.
Overall, I found the hotel front desk, wait and valet staff to be respectful and helpful and trained to the quality expected of a 3.5 to 4 star hotel, which is exactly what this place advertises itself as. I believe that the staff is hardworking and enthusiastic and with a little more training could achieve a 5 star level of guest relations.
Little things like taking me up the utility stairs for check-in and not immediately removing the dead cockroach tell me that they just haven’t been trained properly but I have no doubt that this staff could rise to the challenge.
The hotel clearly suffers from deferred maintenance and, at the very least, needs updated carpets in the guest rooms and hallways. I heard that some of the guest rooms had been renovated but did not personally have the opportunity to see a renovated room.
It seems cost cutting habits borne out of the recession have continued and this focus on reducing maintenance costs do have an impact on your stay.
You get the impression that the general manager never went to hospitality school and does not quite understand his or her job: hospitality 101 items such as a morning property walk through, frequent room inspections and continuing staff training are obviously not happening. It seems that the only thing holding back this hotel is its upper management, which is really sad.
Overall, a great place to hold a wedding event. However, if your guests are coming from New York City, I would recommend that they drive home at night instead of spending hundreds of dollars on a hotel room here.
“Adequate” is the best word to describe this hotel.
- Official Description (provided by the hotel):
- Situated on sprawling hilltop acres overlooking the Hudson River, the main tower of Castle Hotel & Spa forms the highest point in Westchester County. Castle Hotel & Spa is a medieval-style structure that was meticulously transformed into a luxury hotel, offering guests royal-quality service, luxurious guestrooms, and the award-winning Equus restaurant which features Auberge-style, natural French-inspired cuisine. The luxurious new THANN™ Sanctuary Spa is an oasis of peace and tranquility where a holistic treatment approach aims to rediscover inner physical and mental wellness. Only 25 miles north of Manhattan, Castle Hotel & Spa opened as a luxury hotel in 1997; 16 years after being designated a historic landmark. ... more less
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- Also Known As:
- Castle On The Hudson Hotel Tarrytown
- Castle Hudson
- Castle Hotel & Spa Tarrytown, NY - Westchester County