Rated 2 out of 5 by NOTSPG01 NOT GOOD
UPON ARRIVAL AT THE CHECK-IN COUNTER, THE FIRST QUESTION ASKED WAS IF I WAS AN SPG MEMEBER. I REPLIED "NO" .THAT IS WHERE THE CONVERSATION ENDED AND I FELT AS IF I NEEDED TO HAVE REPLIED "YES" IN ORDER TO GET ANY ADDITIONAL CONVERSATION FROM THE CHECK IN EMPLOYEE. WHEN I POSITIONED A FEW QUESTIONS TO HIM, HIS REPLY WAS SHORT AND ABRUPT. I ACTUALLY FOUND MYSELF APLOGIZING TO HIM AND STATED "I AM SORRY, SHOULD I BE AN SPG MEMBER?"
27. Februar 2013
Rated 2 out of 5 by KelsterMania Westin Harbor Castle
Unfortunately we were disappointed with our stay as this property is in serious need of upgrades and improvements. The sofas in the lobby/lounge area are very old and dirty and the rooms although functional show their age.
The cost of breakfast was also outrageous. $27 for a breakfast buffet that had an average assortment of selections is almost as much of an insult as the $6.50 for a bagel that costs less than $0.40.
27. Februar 2013
Rated 2 out of 5 by Bluebell Attention to Detail Please
My Company has just chosen The Westin Harbour Castle as our new hotel in Toronto and i was looking forward to coming here as i enjoy staying in Westin Hotels.
We arrived in the evening after a long tiring flight to be met with having to lug our cases up a large flight of stairs unassisted. I had too much luggage to be able to carry them up together, therefore had to make two journeys. This meant having to leave some luggage at the bottom unattended whilst carrying the case up. Then leaving the case at the top unattended whilst going down to get the rest. On my last trip up the stairs i saw a small black inconspicuous phone on the wall saying call if assistance needed. Bit late by that time. I appreciate that building works are taking place at the entrance however, in my opinion, this does not excuse the lack of forethought or attention. Your bell captains must be aware of the situation and station assistance at the bottom of the stairs to assist your guests. The stairs, although salted, were steep and dangerous and not the welcome i was expecting from such a prestigious brand. On leaving the hotel (as no assistance was offered by the staff) I opted to use the fairly steep ramp down to the road, however, this then entailed having to walk on the road (no pavement) getting in the way of traffic to get to our transport. Also not an acceptable option.
Upon reaching reception, we were met with overly loud 'relaxing' music which was so bad we could hardly hear each other speak. We did ask for it to be turned down and this was done. Again, not the welcome i was expecting.
My room, however, was nice and i had a fantastic view over the harbour. Lovely bed as always! Shower bit low for me.
The Starbucks was only open for a short period in the morning only; i would have liked to have a coffee and sandwich in the afternoon. There are no decent coffee shops within the vicinity and i do not understand the need to close it during the day.
The gym was well kitted out and appreciated. I am very tall and the ceiling height is low; this felt restrictive whilst on the CV equipment.
Overall the stay was OK but i expected more and i do hope that the issue with the stairs leading to the entrance is addressed before someone is seriously hurt.
24. Februar 2013
Rated 2 out of 5 by SG1980 The hotel needs improvement
I stayed alone in room 714 this week and I was disappointed with the service and the hotel. The phone instruments in my room didn't work. I wasn't informed that I am getting a room with a special needs washroom. The water would flow out to the rest of the floor b/c there was no bath-tub and the shower curtains were too short. My cooler didn't work, and when I asked for a bar fridge the lady replied to me that I will be charged extra, when I have never paid for a mini fridge in any of the other hotels in North America. We weren't informed that WiFi was charged, when many of the small coffee shops and big hotels have free WiFi. There was too much noise from the room next to me. I couldn't sleep the first night of my stay there.
The food catered at the conference was good. The fitness facility was decent.
23. Februar 2013
Rated 2 out of 5 by DisappointedMom Not at all impressed.
When I booked this hotel, it was for my sons 10th birthday. We choose this hotel because it appeared very nice online. However, when we got there, the pool was closed for 5 days (which noone informed us about until we checked in).The pool is the main reason we choose Westin.
When checking out, one of the men who bring lugguage in, said to me:"are you going to move?" I didnt realize I was in his way............excuse me would have been nice.
19. Februar 2013
Rated 2 out of 5 by Canucks604 Below expectations
I've enjoyed my stays at Westin and prefer to stay at a Westin when on business. However, this hotel was not up to par. The hot water in my room was intermittent, leaving me standing in a cold shower more than once. But what really got to me was the level of service in the lobby lounge, nothing short of disgraceful. Unless these issues are rectified I will not be returning.
17. Februar 2013
Rated 2 out of 5 by Bern Staff not freindly
Staff not freindly and hotel takes the liberty to add charges that are not authorized by the guest. will never stay at this hotel again.
11. Februar 2013
Rated 2 out of 5 by Zac85 Never Again!
Room size was average for the $300 I had to pay! In addition to the extra $40 for parking. No WiFi i or breakfast included after i was told it would be when I made reservation! The only thing decent about the room was the view.
6. Februar 2013
Rated 2 out of 5 by sam2013 Loud A/C
A/C is too loud at night.
No free wifi, feels like 20th century.
1. Februar 2013
Rated 2 out of 5 by Terry48 poor layout in main hotel entrance area
front lobby was very very cold to the point where you [or I in this case] could not sit there and enjoy a drink or any food. I felt sorry for staff who where freezing. This was a result of the cold outside and the location of the lobby bar/restaurant to the front doors.
27. Januar 2013
Rated 2 out of 5 by Westin9 This hotel was always great!
This time we did not enjoy our stay. The elevators were all very dirty and looked old and damaged, not a clean welcome. The room was OK, but the bathroom is updated and OK but was not clean. The bed had a smell of chemicals of some sort.
21. Januar 2013
Rated 2 out of 5 by Towanda Never Again!
As soon a we got into the room, noticed a dirty towel had been left on the bathroom floor. Called CS and they apologized and removed it. Sure sign that the bathroom floor was not cleaned after the last guest.
The next morning I went to make coffe and noticed that only decaf packages were in the slot. Another sure sign that housekeeping had no attention to detail. This was also the case the second morning.
When I was packing I bent down to look under the bed to ensure nothing had rolled under - and I was absolutely discusted ...giant dust bunnies, along with other visbile "things". I am so grossed out, having had to spend two days in that room.
Also shocked to see that Internet was not free! Was told by staff that all Starwood hotels charge for Internet. will ensure I do not select Starwood for any future stay.
Was there for a convention - the hotel was busy - pool ran out of towels, and the backage storage was too full to store our bags. Was obvious the hotel is not equipped to handle this type of business.
Had a long shower when I got home! Was surprised that a hotel at this price point would not have been clean and better able to handle a volume of customers.
This was a personal visit, but I do travel a lot for business, and will make a point of removing this hotel chain from our company list.
A friend made the same stay - she complained about the internet and they gave it to her for free -here's a little customer service advice - always assume what you do for one will be public knowledge, and don't bend over backwards only for customers that complain.
And having to drive a block to park my car, and then haul all my luggage that you couldnt store was really inconvenient.
What a lot of work it was to stay at your hotel.
14. Januar 2013
Rated 2 out of 5 by tjda Not happy
I am a Gold member and was put ina room right next to the elevator. Not sure if it was the floor I was on, but I could hear the elevators going up and down all night. Also, wifi was not working in room or hallway. I called front desk and they sent me to tech support. Tech support told me there was nothing that could be done and blamed it on the elevators possibly interfering with wifi connection. There was also a conference in the hotel and had to wait 10 minutes every time I had to use the elevator.
10. Januar 2013
Rated 2 out of 5 by Binrob62 Not up to Westin standards
I normally stay at Westin Hotels and this one must have been one of the worst. This is really a 3 star hotel at best. I could go on and on but it would only make me more dissapointed.
20. Dezember 2012
Rated 2 out of 5 by bobby48 Guest service deficiency
Facilities were comparable with other hotels in that market price. However I am very dissatisfied with having to pay excessive daily wifi rate to have internet service in my room. To leave the comfort, safety and privacy of my room and move to the public lobby is not acceptable. Non payinging guests can use it for free, and paying guests are required to go to the lobby for a service that is free in most coffee shops. Makes wifi devices without data plans useless. Not impressed.
28. November 2012
Rated 2 out of 5 by Ggggggg Poor adherence to ANY standard let alone that of a Westin Hotel. Shame, Shame, Shame
Fitness Centre improperly managed - was dirty, dangerous and under staffed
Surly reception man named Jeffery on some kind of power trip
Tired old rooms
General lack of professionalism in every department - an apparent lack of training
Housekeeping having conversations at FULL volume outside my door
Poor recognition of loyalty ( see surly reception staff)
18. Oktober 2012
Rated 2 out of 5 by Traveldog1231 Pretty location - hotel needs improvement
I have not stayed in a Westin hotel since the one opened in Hilton Head many years ago. Back then, Westin was kind of a hip brand, sleek and upscale.
This location needs to be renovated. The entrance was probably built in the 70's and is not easy to navigate with steep slate steps, and depressing entrance. It all needs repaving and a major facelift.
The lobby is devoid of any plant life, greenery or pictures. It's dark furniture, dark carpet and gloomy. The gift shop is not inviting, the Starbucks is in a small corner. Not bright and airy at all.
The rooms have dark carpet, army green couch, dark wood, small bathroom with outdated fixtures and it all needs to be cleaned thoroughly and needs to smell much better. The redeeming feature was the harbor view. However, the hotel doesn't really capitalize on this feature as all the sitting areas at the pool are on the 5th floor that looks towards the city. The area at the pool that looks towards the harbor is filled with enough kids water toys to fill a Toys R Us. Not sure who the is hotel catering too. Probably younger business travelers or young families with toddlers.
The elevators haven't been cleaned in months, the hall carpets are dusty, the light fixtures are dusty. Our room had so much dust, I wrote "Dust me" on the dresser but the maid never cleaned it. The carpet had pink toenail clippings on it. Yuck. Repeated requests for shower cap and other items were not part of Housekeeping staff but several days later, one finally showed up. No cotton balls, no q-tips, nothing other than shampoo and conditioner are in the bathrooms.
The restaurant - Mizzen, was well serviced and the breakfast, while expensive, was very nice. Concierge was very busy and seemed to need more staff. Front Desk said all the right things but didn't seem to want to really help you. Manager made somethings better on the final bill. Probably would not recommend hotel. The location for shopping, museums is quite a hike uptown and there is not public transportation and a cab will cost $10 each way. The hotel needs a shuttle.
18. September 2012
Rated 2 out of 5 by miket0742 Green Inititave was a Mislead for Cost Cutting.
Upon arrival and check-in, the Registration Clerk asked if I knew about the "Green Inititave" the hotel was offering. I said I didn't, and she explained that if I opted not to have the maid change my sheets and towels, they would give me a $5.00 / day credit to be used in the hotel or Starwood Points. I thought that as an environmentally conscious consumer I would opt out of the towels and sheets being changed daily, as I was there by myself on business. However, and as a result, I never saw a maid for three days to make my bed, vacuum, dust or empty my garbage.
This, to me was a scam to save daily room costs of cleaning, never mind the environment. I paid over $450. a night for a room with out service, and on the second morning had no hot water at all! That was a wake up service I didn't expect from a hotel that I gave great reviews on when I stayed there last November.
Don't get me wrong, The Harbour Castle is a hotel of choice for me, but they let me down this time
17. September 2012
Rated 2 out of 5 by Campos64 Late night parties
Our stay at the Westin was unfortunately disappointing. We returned to the hotel around midnight and found a full-blown party happening in a room down the hall. Furthermore, we found vomit on the carpet outside of our room. We tried to call the front desk, the concierge, and the customer service button on the phone but no one picked up on any of these lines. When the loud partying continued down the hall while we were trying to sleep, we tried calling all three again and got no response once again. Unfortunately we were unable to get to sleep and had an early morning. Disappointed that it was impossible to get a hold of anyone when we needed it and that we had to deal with vomit on the carpet in such a high end hotel.
4. September 2012
Rated 2 out of 5 by MrCrow Quality not as high as reputation and past experience led me to believe
I have stayed at this location on several occasions, each with a business organization (business meetings), each for several consecutive days/night. Previous visits had groomed me to expect a certain degree of service and accommodation. My most recent stay, unfortunately, lowered my expectations for this location.
To begin, this location is in a very scenic and accessible part of Toronto with many shopping areas in walking distance and various entertainment venues and restaurants nearby. The view from my lake view room was very nice.
Arriving with a large group on a coach (meeting with hundreds of others from the same organization on the same day), I would have expected that the large numbers would have been accounted for in advance. Instead, we had several problems with this:
1) We had to persist and insist several times on being able to use trolleys to remove luggage from our coach bus, and had only vague directions as to how we might safely get said trolleys to the street level. We took several trips and only received help from a service worker who, judging by his uniform, I do not think even worked in the porter department. (Note: This individual who worked on his own to see us safely unloaded and who brought us into the building via a street-level staff entrance (which we would not have found on our own) was the saving grace of our arrival experience and he certainly deserves kudos. Please acknowledge and praise Sydney B. for his above and beyond efforts!)
2) The large number of guests should have been anticipated (as this was booked months in advance and was a HUGE expense - many tens of thousands of dollars). Instead, my colleagues spent a long time in line, some for over half an hour. No refreshments were given to help comfort these many dozens of waiting customers, nor, I recall, any attempt at providing a quick service (i.e. take a number and relax at the lounge until called, etc.).
3) Many were told upon registration that their rooms were not yet ready for check-in. This is understandable as we arrived before the guaranteed check-in time. What I do not understand is why bags were not taken right there at the counter, marked, and sent up to the rooms as they became available. Also, despite guests being assured they would be called on their cell phones upon room availability, many had to continue to check in as phone calls were still not made even as we were approaching our 4PM meeting times (guaranteed check-in is at 3PM). When a front desk worker says they will call, they should call. I had one front desk worker fail to call me back in the 6 DAYS preceding our arrival. (While I leave names for Kudos, it would not serve to single out this individual as this seemed a systemic, not individualistic, problem. I do, of course, recall the name, however.)
Beyond our arrival process, there were still several areas of service which failed to meet the expectations of such an upscale, downtown, high-cost hotel.
The 'Green Rooms' option (to eliminate the need for nightly changes of bed linens) stated that towels left in the tub would nonetheless be changed daily. My roommate and I left our towels in the tub (wet and used) on the morning of our second day (day after arrival), yet after the day's business and return to the room, we found neither had the bed been made nor the towels been changed. When we called down for new towels, they delivered them while we were at dinner, but they left the old ones in the tub. Only on the third of four days did the towels get removed, and our beds were never made, except by us. (Perhaps the 'don't change linens for the environment' option implied a 'do not make the bed, I like it messy' message?)
Our drinking glasses were never replaced.
Our cleaner did, however, volunteer to change the duvet cover after we noticed a stain upon arrival (she was in the next room and easily accessible), and fresh housecoats were sent up upon request.
2) Fitness Area/Pool
The hours were nice for these amenities, and the staff working them were friendly and helpful. I appreciate that towels and lockers were available for use. Unfortunately the steam room in the men's change area was not working during my four day (three night) stay, except for during one visit. The whirlpool/hot tub was also only weakly able to create jets. Luckily the sauna was working and nice and hot.
In the fitness area, while the amount of cardio equipment was reasonable, it seemed a shame that although some free weights existed, there were few standard weights for the universal bar (on the bench press). This meant that I had to adjust the weights I was used to using to accommodate the lack of available options.
3) Catered Dinner
We had as part of our meetings, a formal dinner. This dinner was set up nicely, with appropriate lighting and well-spaced tables. The table settings were elegant and well-appointed (buns, butter, cutlery). The food, however, was surprisingly disappointing (although it looked like it would be delicious). The beef was slightly overcooked, and lacked flavour -I rarely put salt on my beef, but this required it. I was also surprised that we had to request horse radish for the table, as it was a known beef or chicken main option.
While each table was given one red and one white bottle of wine, additional bottles could be purchased if a table chose. This seems a rather reasonable option. What was not reasonable was the wine offered for the price at which it was being sold. While I understand and support some mark-up for hotel profit (200% - 300% is the web-stated standard in most restaurants), this was unacceptable. A bottle of wine (Barefoot Sauvignon Blanc), available for $9.95 at the area LCBO (wine, spirits, and beer store), was being sold for $55!! After tax, this is a 500% markup!! After the hotel is already charging per person for the meal and the service? This was more than an appropriate amount of profit-seeking!
For those of us that chose not to spend 5 times the retail rate on wine, we were left without water. No one came to refill our glasses on their own and no pitcher was left at the table. Instead, we had to seek staff (who were already busy) and ask them for water. I would expect better service at my local family restaurant.
4) Making it up to us
At most hotels, when expectations are not met and drops in service have been made (long delays in receiving call backs, inability to accommodate room upgrades when requested weeks in advance and when one is willing to pay to upgrade, long lines to check-in, etc.) staff volunteer to make it up to the customer. Traditionally, an invitation to enjoy their buffet breakfast on the house is offered as an apology. I requested this (as it was not offered) and I was told I would be called back once the manager had been spoken to about it. Big surprise, no call back. I did, however, go back to the counter and ask about it. After speaking with this agent, she went into a back room for several minutes and then came back with tickets for a 'fruit cup, coffee, and pastry' and the coffee counter - three each for both my roommate and me (covering the duration of our stay).
While I do appreciate the effort, it was only upon my insistence that we received anything at all.
For the amount I know my affiliate organization paid to have this meeting hosted, and the advance notice regarding how many would be in attendance, I am surprised and disappointed by the quality and lack of service. The previous visits I had to this location left me missing it during our last few years when we conducted our business at a nearby affiliate hotel. I look forward to our return to the downtown affiliate, and hope it is sooner than later. Next year would be nice.
19. August 2012
Rated 2 out of 5 by Luvtrvl Very tired, old, poorly maintained
This is the worst Westin I have ever stayed at and I'm a platinum member. The hotel is in a superior location and has amazing views of Lake Ontario. The hotel is poorly maintained (we had to switch rooms because the first assigned room was dirty and looked like it hadn't been dusted in weeks.). The hallways and rooms are in dire need of painting. The bathrooms are old and very small. The carpet in our "suite" was nasty and shredded near the entrance to bathroom and opening door. The wallpaper was bubbled in places and furniture scraped. Not a good representation for Westin quality. I wouldn't use your suite awards for this place as the room was not of "suite" size nor quality.
5. August 2012
Rated 2 out of 5 by leila stay review
not pleased at all. room not clean as expected and the noise level at night was disguisting. needed to call front desk.
5. Juli 2012
Rated 2 out of 5 by Patty67 poor service
I arrived at 3:15pm for the 3pm check-in for my SPG reservation with my 6 yr old on a PD day. I was told my room wasn't clean and ready yet, but that the front desk called housekeeping to request a rush cleaning so we could check in. It was 2+ hours of trying to manage my disappointed daughter in the LOBBY -who just wanted to go swimming ! At 5:30pm when my reserved room still hadn't been cleaned- no matter how many times the front desk called to request it be cleaned. I had to demand at least a temporary room so we could get ready for the show/tickets we had planned our trip aroiund. We made it to the show but the promised swimming on her PD day at the hotel didn't. I was then assured that our luggage would be moved to our reserved room while we were at the show. But NO I had to wait with a tired child in the lobby again- while the current shift tryed to figure out if my room was ready and where my luggage was then wait for luggage to be delivered so I could put my child to bed. The front desk offered to reduce my rate and pay for the taxi to our show, but that doesn't make up for the disappointing service and ruined plans for a 6 year old. During my 2 + hours in the lobby waiting to check in, I requested to talk to a Manger 3 times but was told they were too busy. Very poor service to any customer and I'm SPG GOLD !
14. Juni 2012
Rated 2 out of 5 by Irishowl Bill and Reservation Issues
Was at this Westin in March and had problems with very noisy people in room next door that warranted calling security at 1;30 AM. Hotel was kind to extend a comp night for a return visit. We said OK and added an additional night. The bill as of today is still wrong and a correction to my credit card has not been transacted. I called before we got there since we were given 2 confirmation numbers for the same weekend. The room charge for one night was wrong and i brought it to their attention. I did this before I got there. I did it when I checked in and was told it would be taken care of/adjusted. I even had the e-mail where an employee of the hotel quoted the price as proof of what the charge should have been. The adjustment was not and has not been. Very frustrating. Nice property, staff does not have their act together. Will look at other places to stay next time in Toronto.
6. Juni 2012
Rated 2 out of 5 by Derek12 I know hostels with better service
The costumer service was horrible to say the least, problems at both check-in and check-out.
11. April 2012
Rated 2 out of 5 by Irishowl Average - Could be Great
The location is excellent. We had a warm greeting. Unfortunately, our room, which was very nice, had a room of loud drunks next to us. They kept us awake. They left and we finally got to sleep. they returned at 3:20 AM , drunk and loud. Has to call security. They finally came and got them quiet. However our peaceful night's sleep was lost and what was to be an enjoyable evening was not. I thought the hotel should have adjusted bill for this. They did not. Internet should be free.
3. April 2012
Rated 2 out of 5 by Alex57 overpriced
I understand that during PDAC hotels over charge their clients. The prices at the restaurants (lobby and breakfast) was a just too much. Also, I was very disappointed that my bed linen were not changed during my whole stay. I can understand about the "environment care" but they should be change at least once every two days or so... so my overall impression was poor.
11. März 2012
Rated 2 out of 5 by Mamarick This hotel was unsatisfactory
The room was clean and comfortable but the staff at the hotel were abrupt and unfriendly. The parking lot was full so they told me I had to park 1 block away then they realized I was a preferred guest and then they parked my vehicle. The parking was $40.00 per day. - too expensive. I was quoted 179.00 plus birth year 1957 for a rate for room. They won't accept the birth date of the person I was travelling with, only mine, 1961. Not a big deal $4.00 difference but not what I was quoted. The room rate was $179.00 when I got my bill it was $209.00. I spoke to the front desk and they changed it no problem. When checking in the girl spoke so fast we had to ask her to repeat what she was saying three times. I'm still not sure what she was offering. Something about a $5.00 credit or no fresh towels.?There was a refrigerator in the room but it didn't work. The front desk told us to put ice in a bucket and put it in the fridge. There was no microwave. When we asked for one it was $35.00 per night. I stayed in this hotel 4 years ago and the staff was very pleasant. This time it was not the case. I realize the hotel was busy as the staff told us there was a dance competition but regardless that's no excuse. You can be busy but you can be pleasant. The reservation staff was wonderful, very helpful and accommodating. I received confirmations by email, etc.
4. März 2012
Rated 2 out of 5 by bumotu Sleepless in TO
I've stayed at this hotel before and had a great experience. Last year, at about the same rate, we had a great view and the room was comfortable and quiet. This time it was a big disappointment. All day, all night, we could hear the clanking sounds from the elevator. If this wasn't bad enough, the sounds from the loud drunken partiers next door came throught like the walls were made cardboard. Will think twice before staying here again.
5. Februar 2012
Rated 2 out of 5 by kitty disappointed
The parking was very disorganized. I had arranged for off site parking through the hotel. A room number was required before you could park. We parked in front of the hotel while I checked in. The parking attendants did not want us there. Were we to pay for parking in a lot for the length of time it took us to check in? The recption at the front desk was lacking. The employee was not friendly or helpful. She informed me that the room had a Murphy bed. I felt I should have been informed of this at the time of booking. The bell boy was very prompt and friendly.
1. Februar 2012