Rated 1 out of 5 by Unhappy Are you kidding?!
We made the huge mistake of booking during March break - no pool or hot tub use available as it was overrun by kiddos.
The add- on fees were astronomical -$17/day for WiFi. What?! $27 for the breakfast buffet that is comparable to the free buffet offered at lesser priced hotels.
We had a couple minor issues that became big problems due to the lack of response by the staff. After a number (5) conversations we were credited 2 nights accommodation - but not really because $800 in charges later we have had to put a stop payment on our visa. Now off the the telephone for more time dealing with the Westin HC's pathetic excuse for customer service.
So much for a relaxing vacation!
March 18, 2013
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.
August 5, 2012
Rated 5 out of 5 by Rollingjones Service in this hotel was excellent
I have stayed in top hotels all over the world so it's a little hard to surprise me but Westin Harbour Castle did just that! From check-in with Sean, who went out of his way to ensure I had a nice room, to the room service which was extremely quick and efficient to the room service menu which had very healthy food. I had a bad cold and really needed a place to stay warm and comfortable for my demanding trip. Not only did I get that but I also had a perfect view of the lake and nourishing food which helped make a tough business trip much better. Thanks to the staff at Westin for being so good at what you do!
February 26, 2013
Rated 4 out of 5 by charlottemi Very helpful staff
I really appreciated the responsiveness of the staff. From getting me a feather free room, or a gluten free meal, to helping me find where I needed to go, the staff was gracious and helpful. The rooms were spacious and comfortable as well as having a lovely view.
May 31, 2014
Rated 4 out of 5 by ASalk Heavenly bed heavenly view
I always enjoy stays here. Was upgraded to harbour view room, and the view was breathtaking (2922 South). Heavenly bed was as advertised. After checking out I discovered I'd left something behind, so I called the hotel and the incredibly friendly staff sent someone to look for it. (Turns out, I'm apparently blind, found it when unpacking)
Minor criticism: Proximity to stairs and ice machine (but quiet night, so not an issue), the bathroom could use coat of paint, and there was a problem with the bedside phone. Line 2 light constant flashing, tried to change lines, couldn't get a dial tone. I just unplugged it (and forgot to mention it). Desk phone works no problem.
Great stay overall.
December 15, 2013
Rated 1 out of 5 by Dave1129 Very Disappointed
I recently stayed at the Toronto Westin and was completely disappointed with the service the staff and the room. I stood in line for approximately 15 minutes to get checked in. When I arrived in the room it was dirty, the pull out couch was broken. The Terrace door was left open and the room was freezing. There was such a large draft coming from the door that the room never warmed up. I forgot my BB charger and asked the front desk if I could sign one out. They said no you can give us your phone we will charge it you need to come back in an hour. Nothing like a lack of respect and confidentiality. The room was dirty my feet were black within an hour. Not happy and would to recommend this hotel.
February 10, 2014
Rated 2 out of 5 by Jcorvair Great Hotel, less than truthful staff
I loved almost everything about the hotel until it was time to leave. The baggage services desk told me they could get me a car at the same price as a taxi and it would be waiting for me when I left. When I got to the airport I found out that the price was much more than a taxi because the price quoted did not include HST, but taxi prices do. Then the driver could not give me an official receipt. The driver said he could email me a receipt no problem. No receipt has arrived and I called the hotel to complain and they said they would look into it and get back to me. No response yet.
March 6, 2014
Rated 5 out of 5 by MomsDayConcert2014 Excellent stay
Everything was top notch from the moment we pulled into the parking garage. Staff was attentive and courteous.
Check in was great and we even managed to get a room with a lake view.
Room was clean, spacious and quiet.
My only complaint if I were to have one is having to pay for in room wifi. Wifi was complimentary in the lobby so was fine just not as convenient.
Overall, we are extremely pleased we chose the Westin Harbour Castle and will definitely return.
May 13, 2014
Rated 5 out of 5 by CPTMORGAN Restaurant
A party of about 7 of us went back to the hotel for lunch only to find the Mizzen not open. The sign to the left of the restaurant entrance showed no change in the hours of operation and there was no other signage advising that the restaurant was not open for business, whether it was a temporary or permanent change, etc.
May 26, 2014
Rated 4 out of 5 by AMCAIR Facilities Met My Expectations
This is the first time we have stayed at the hotel since the renovations. On a whole we we pleased with the results.
I have two (2) comments:
1) for a hotel that is promoting "Green", I was very disapointed in the fact that the hotel is using Plastic Glasses in the room. First because this is "Cheap" compared to other hotels that use glass glasses. and second because "plastic" is not easily renewable but must be disposed of in a dump or recycled
2) for a hotel of this quality, I was disapointed to learn that you charge for "WiFi" in the rooms.
Other than that, we were very pleased with our stay.
November 14, 2012
Rated 5 out of 5 by Daver409 Westin Harbour Castle - Toronto
This is my favourite hotel in Toronto. It is very nicely located on the lakeshore - very quiet, and easy access to most points in the city on foot, or via cab/TTC.
From the moment you arrive, you are greeted by doormen and valets that are courteous and friendly, and generally recognize repeat guests, which is comforting.
The hotel itself is exceptionally well kept, clean, comfortable, and with a great ambiance. Its always busy so you feel you're 'in the action'!
Westin has the best beds of any hotels, and the rooms here are excellent. Lake views are also great, particularly on the highest floors.
February 12, 2012
Rated 3 out of 5 by Korbin123 This hotel has great conference rooms.
The hotel food was average and the food, beverages and parking were over priced. The staff were pleasant and accommodating.
June 1, 2014
Rated 5 out of 5 by Marcosramos54 Excelente star
I would like to thank THE hotel staff ON MY arriaval 30 May, specially the gentle attention from mr GERRARD.
May 31, 2014
Rated 4 out of 5 by kwconnection Great with one exception
Great stay when I was there for a week of meetings except one rude staff member. Amazing how one bad employee can ruin the efforts of the rest. I had stepped outside for a breath of air between meetings and the door would not accept my card to allow re-entry. Having been trapped outside once already I place a piece of cardborad to prevent the door from latching while I was outside so I could get back in. A staff member came and scolded me for this "we are heaing the hotel not the outside" an when I tried to explain the malfunctioning card lock she closed the door and once again locked me out.
November 26, 2012
Rated 5 out of 5 by RevBob1962 Front desk welcome was outstanding
From check-in to check-out we were treated as welcome guests in a comfortable home. The room was ready early and was clean and neat. Questions were answered promptly and staff could not have been more accommodating, even to enrolling us in the SPQ program. The breakfast seemed slightly overpriced, but the selections and variety were good.
May 22, 2014
Rated 5 out of 5 by Aloush Amazing
I stayed here for a weekend getaway with some friends in Sept 2012.
I have stayed at this particular Westin about 3 times already and I must say it gets better every time I go!
There was a problem with the room at first (Housekeeping did not clean the room yet.) And because of the confusion I was upgraded to a suite.I did not ask for it, nor was I expecting one. I know mistakes happen and I didn't make it a big deal. They really went out of there way to make sure we were happy. They truly make it an experience every time I go.
Thank you for always making me feel at home where ever I stay!
March 11, 2013
Rated 3 out of 5 by Ronald Several Problems
Upon arrival, the entire driveway was blocked to the street with vehicles, and the hotel has no self parking if you don't wish to valet. We found an open lot a block away and walked back with luggage. As of 4PM, no rooms were available. They claimed to have had late checkouts after spring break, but had not planned to have additional housekeeping staff, so rooms were not clean by almost dinner time. We were given access to a lounge room so we could change. When we returned, we had a room in another tower, which needs a paint job in the deteriorating bathroom. Won't go back to this location.
March 26, 2013
Rated 5 out of 5 by Herby59 great find
We got the CNE package which was a great value: very nice breakfast buffet , room and 2 tickets to CNE. Our room, which was a city view, still had a very picturesque view of the city and the harbor. The room was a little stuffy even with the thermostat turned down to 67 (?). Other than that we had no complaints. Beds were very comfortable with lots of pillows. Very clean. We can't say enough about the staff ,starting with the doorman (not sure about his title) who greeted us and got us a taxi, to the wait staff at the buffet. We had a very pleasant stay and would diffently stay here again.
August 31, 2013
Rated 3 out of 5 by rahul74 Great View, Horrible Shower
Good location, comfortable beds, no pressure in the shower and some of the staff could use an attitude check. probably will never stay there again
May 28, 2014
Rated 4 out of 5 by waterbell60 Quality of Staff
We have stayed at the Westin Harbour Castle many times over the past 30 plus years. There are certain staff members who have been there as long and still remember your face and welcome you as old friends. Myself & my wife look upon these folks as friends and always appreciate seeing them again and cherish the fact they remember us (out of thousands they must meet). We know from conversations with these folks that they view the Westin as their home and welcome the guest as if they were being invited to their actual home. For this I must say thanks.
Les & Deborah
March 11, 2014
Rated 5 out of 5 by TomJones This hotel has exceptional staff
A genuinely pleasant experience.
May 28, 2014
Rated 5 out of 5 by JuneB Great Hotel
We stayed there for a relaxing weekend and everything was excellent from start to end. The hotel room was spacious with an excellent view of the lake and was very clean. The staff were great too right from valet parking, check-in staff and service staff. I would highly recommend this hotel to anyone thinking of staying there.
August 1, 2012
Rated 3 out of 5 by iriek Great Location!
I stayed at this hotel on an overnight layover.
I will start out with the pros:
1. I had a lake view room, and the view was spectacular.
2. The room was clean and spacious.
3. My check in process was smooth, and I was offered a late checkout for Sunday.
4. The hotel is right across the street from the stop for the Airport Express Shuttle, which is a cheaper (than taxi) easy way to get to the airport. On Sunday morning, I got to the airport within 30 minutes.
And now the cons:
1. I am not a big fan of paying $15/day for internet.
2. The elevators were actually dirty in the morning. I saw a discarded bag of fast food, and crumbs all over the floor.
3. There were cards for an escort service in the business center.
Overall, I expected a better appearance from a 4 star hotel. But the staff was polite and helpful. I think next time I am stuck in Toronto overnight, I will try somewhere else...
May 12, 2014
Rated 4 out of 5 by Zed51 Great Hotel Wonderful views
We stayed at the Westin Harbour Castle for 5 nights in May to celebrate my 70th Birthday. Upon arrival there was a queue at reception with only one receptionist on duty who was dealing with a guest that seemed to be being quite difficult and taking a lot of time. After quite a long wait another receptionist appeared from the back & we eventually got checked in, not really a good start to our break. But on arrival in our room things improved, we had a lovely King corner room overlooking the lake, it was very spacious & clean with free bottled water which was very nice. What would have been nice is to have had free Wi-Fi access in the room but we had to pay for it & was quite expensive. We are not in to downloading things it was just to keep in touch with family back home, we did try going down to the lobby to use it but the hotel was very busy & there was know where to sit. We found the Concierge and most of the other staff to be very friendly and helpful, unfortunately the lady in the shop we found not too friendly, I purchased something & on giving her a $5 note which was a bit torn & stuck with sellotape she point blank refused to take it in a not too friendly manner & insisted I give her another one. (I took it to a bank & they said there was no reason for it not to have been accepted)
When we were waiting to leave to return to England a member of staff called Victoria stopped & spoke to us & asked if we had enjoyed our stay we said yes & I told her we had come to celebrate my 70th Birthday, she asked if the hotel had done anything for me & I said no, & she asked if they were aware of it, I said yes as our travel agent who booked the room put it on their initial reservation & I also told the receptionist on checking in. Victoria was a little upset about this & told us not to go away, she would be back, which she did carrying 2 glasses of champagne & a plate with some wonderful cheesecake & strawberries on it with Happy Birthday piped in chocolate, this was absolutely lovely, thank you so much Victoria it made my holiday complete.
June 3, 2014
Rated 5 out of 5 by Fishrock Beautiful location!
What a wonderful place to stay when in Toronto. The view over the harbour, beautiful walks along the lake and general location relative to fine restaurants and attractionw make it a perfect toronto destination.
May 23, 2014
Rated 5 out of 5 by Steve0814 Highly respectful and accommodating personnel
From the extremely courteous host checking me in who treated me like royalty to the father like figure who waived me a taxi, every aspect of my stay was a warm and friendly experience
May 24, 2014
Rated 3 out of 5 by Dan001 Everything is Extra Cost
I stay at a variety of Hotel Chains in my occupation. Most do not charge for phone calls, or internet access ($70.00+ for the week). At the cost of a room at the Westin, you would think that these items would be included. The other thing that wasn't properly explained to me was that the "Green Choice" which I understood to be that sheets and towels would not be changed, and I would recieve a $5.00 voucher / day. I was surprised to find that it also meant that the room would not be serviced at all. The coffee maker was not replenished nor was the room tidied and bed wasn't made.
October 9, 2012
Rated 5 out of 5 by Businesstraveller888 Beautiful Hotel
I find that with many SPG hotels, the line for the Gold/Platimum check in/out is the slowest. When I was checking out, I was next in line at the SPG preferred guest line and it did not move for 15 minutes; whereas the entire regular line of guests who lined up at the same time with me were served. Jennifer, who was at the other end of the counter made the effort to look at the SPG line and personally walk me over to her counter and checked me out. Thank you Jennifer. Please don't have a preferred line if the service is slower; just tell us to line up at the regular line then
October 10, 2012
Rated 1 out of 5 by wilson8052 Don' stay
This was our 4th time staying at the Westin in Toronto. Two times the fire alarm went off in the middle of the night.We was told it everthing was ok.The last time 1-12-13 the alarm went off again in the middle off the night again and was told to leave the building. After about 1 hour we were told it was ok to return.I do think it is better to be safe then sorry but 3 times in in 4 stayes is a little to much. At check out i did tell the gril at the desk about of my last 4 stays and she told me that American don't understand out rules.This American will not be staying again .
January 16, 2013
Rated 5 out of 5 by RealEstateRandy Four Day Stay
From the moment I drove up to the valet area, to the last goodbye from the valet on leaving, my stay at this hotel was a wonderful experience. I arrived very tired, but early, and was given access to my clean room immediately. The service was outstanding with all the hotel staff. Our meetings went well, and the conference center did not disappoint. Overall, the service, room, bed, shower and amenities were all fabulous. As someone who usually has a hard time getting a good sleep in a hotel, this was the exception. Thank you Westin Harbour Castle!
March 8, 2014