Rated 2 out of 5 by Mage Hotel and Staff Lacking
The room was TIRED and DIRTY with cobwebs hanging from the wallpaper and crown moulding.
The mattress was hard and the pillows small and too soft. Perhaps the worst hotel sleep of my last fifty trips.
The breakfast buffet was OK but the room felt like a cafeteria. The lobby was freezing cold due to the outside temperature and did not seem controlled. The upstairs restaurant lacked any fine dining ambiance altho the food was quite good.
January 24, 2014
Rated 5 out of 5 by Islandgirls6103 Great service
I have stayed at this hotel several times but this last visit was especially outstanding.
Kudos to ALL of the staff. !
January 22, 2014
Rated 5 out of 5 by BK77 Great view, Great Staff = Great weekend
On arrival we were welcomed promptly by a great young man named David who registered us quickly and even made our 6 year old's day by offering a room with a view of the lake and a free movie! The view was great and the bed very comfortable. The pool was great with a view during the day from the fifth floor of the harbour and at night I was able to watch the Leafs win from the pool side tv.
On check out all the staff were very attentive and very interactive with our son including the baggage and valet.
January 21, 2014
Rated 5 out of 5 by Mommasita Extraordinary kindness and generosity
It had been over 12 years since my husband and I were able to take a trip to rejuvenate our souls and rekindle our college romance. Our two beautiful daughters age 12 and 5 have been the centre of our lives. Life got busier and more challenging, and when we decided on a whim to uproot our family from the city to move to Muskoka for a less stressful more humbling lifestyle, the downturn of the Canadian economy in 2008 threw us some unfortunate curve balls that disillusioned us, and essentially continued to make it difficult for us to save for a trip. Muskoka was hit hard by the economical downturn, and as such, it affected us as educated professionals. We won tickets to the Toronto Boat Show and a one-night stay at The Westin Harbour Castle on a local radio station because my 12-year-old daughter encouraged me to call in. In just a single evening and over the course of a couple of days, I can't praise the staff of The Westin Harbour Castle enough for their compassion, outstanding customer service, kindness and generosity. The staff made our stay incredibly memorable, and they made me forget about the stresses of the last 5 years of our lives. The young lady who checked us in was simply adoring, professional, thoughtful, patient and above all benevolent! To further exemplify the kind of individuals The Westin Harbour Castle has working for them, this young lady had another staff member bring a bottle of champagne and chocolate covered strawberries and truffles to our room with a card that read: "Dear, Mr. and Mrs. F, I hope you are able to have a relaxing stay with us free from your children and puppy. Please don't let another 12 years go by before you have another getaway." Needless to say, I cried. Thank you so much for your outstanding hospitality. I hope our career goals, aspirations and successes lead us back to you in the future. I would love to experience The Westin Harbour Castle again as well as share it with my children. They were delighted to have mommy and daddy smiling because "they had soooo much fun!" It had been a long time waiting!
January 20, 2014
Rated 5 out of 5 by Maritimers Excellent Staff
As always we were greeted with a smile and Julie went the extra mile at reception. Thank you Julie. At the bar Kathy, Traci, Danny and Patrick are always making sure our stay is extra special. Thank you. And in the Mezzen our breakfast is always served with a smile and a great start to our day with Mimi or Violeta as servers. They all deserve a special THANK YOU.
See you all soon.
The Guys from Woodstock, NB
January 20, 2014
Rated 5 out of 5 by BevM Fantastic Stay!!
I stayed at this hotel over New Years. It is not my first choice in Toronto due to its location. However, this year it did not disappoint.
The beds are extremely comfortable. The hotel took my three reservations and put them together so I did not have to change rooms or keys. My suite upgrade was great. All of the staff were fantastic.
My only complaint is that the air unit in the hotel is extremely loud. I could not turn down the fan volume and still get heat. I could hear the TV on volume 11 when the fan was off, but could not hear it at 33 when the fan was on. That is a little crazy.
January 15, 2014
Rated 4 out of 5 by Rennoc11 My Stay
Almost flawless from start to finish except for a couple of small but noticeable issues.
Front reception was very slow - I don't believe I have waited 10 minutes for checkin for a very long time.
The bathroom had a very unsightly bleed thru in the ceiling (assuming water damage from room above?
Anyway my rating is still very good but thought it worth mentioning...
January 15, 2014
Rated 5 out of 5 by Den90 Welcoming staff
The staff was very polite and professional, hotel is located near the lake and the view is just magnificient. Room very clean, everything was just perfect.
January 12, 2014
Rated 5 out of 5 by kinky123 This hotel has a great view
Great view of the lake from the hotel window.
January 8, 2014
Rated 3 out of 5 by NotHappy2014 Poor Customer Service
My husband booked a stay at the Westin for my birthday as part of a gift to see the Toronto Rock season opener. When he booked the room, he was told that the Rock rate was no longer available, however the day of the game we noticed that the $129 rate was indicated on the Rock Web site. When checking in, we were told that the rate was not available and we were getting a good deal because the regular rate was $159 and we were getting it for $149. The Westin personnel was not willing to negotiate the price and said he would upgrade us instead. We ended up in a room smaller than the one we usually stay in without the typical amenities available in most hotels - fridge, phone charging stations, etc - and with the same view we had the last time we stayed at the Westin. Oh, and across from the elevators. The hotel was hosting several hockey teams for a tournament so you can imagine the noise we woke to Saturday morning. We asked for wine glasses, and received dirty glasses. Overall, we were not happy with our stay at all. I would still recommend the hotel as I believe it is overall a nice hotel, however room and customer service upgrades are strongly recommended.
January 6, 2014
Rated 5 out of 5 by Babit421 Beautiful hotel
Service was perfect, room was spacious and very comfortable. David at the front desk was awesome and provided a seamless check-in experience.
January 5, 2014
Rated 1 out of 5 by conferenceguest200 Yearly Conference Stay
Every year I attend a conference at this hotel and it is tired and grungy. They may not be able to replace worn carpet and mouldings etc but the towels had strings hanging from them, the bathrooms were not as clean as one should expect upon arrival, the chrome was grungy, mirror spotted, dust on the counter etc, these things ARE fixable and yet not done. I wish the planners would find a new venue for their two day event as food served for breakfast / lunch is sub par as it is in their main floor restaurant. The location is good, close to major venues and the subway, the bed is comfy. The internet is lousy and expensive as is their drinks/coffee etc in the lounge and coffee bar on the main lobby area. if given a choice I would NOT stay here for the price they charge per night.
January 2, 2014
Rated 3 out of 5 by lesleyrhubarb Disappointing
I booked a two night stay (Dev 27, 28th) to bring my two young neices to Toronto for the first time. We had to change rooms after our first night of extreme noise from multiple other guests (extreme vulgarity) and were then moved to room 3337. It was much quieter but the state of the 33rd floor was surprising. Not clean!
December 30, 2013
Rated 5 out of 5 by AmandaR31 Wonderful Stay
This is our 2nd time staying here.
The staff is amazing and very accomadating. The rooms our nice.
Thanks so much for the great experience!!!
December 24, 2013
Rated 5 out of 5 by Williamsli2001 This hotel is very good
The hotel is very clean and the service is excellent. The bed is very very comfortable , and the staffs are very nice. I like this hotel very much. Thank you .
December 24, 2013
Rated 5 out of 5 by JoeSav This hotel has great location and features
The complete overall experience was extraordinary. From valet, check-in, room size and location were perfect.Definitely would come back and recommend to others!!
December 18, 2013
Rated 5 out of 5 by janski Wonderful, restful, weekend
We were looking for a nice weekend getaway. We chose the Harbour Castle Westin for its close proximity to the Air Canada Centre and the new Ripley's Aquarium. The room we had was a lakeview, king room. It was a beautiful view and a nicely decorated room. The bed was incredible. Not only was the mattress and pillows comfortable, but the linens were luxurious. It was a wonderful time.
December 17, 2013
Rated 4 out of 5 by Stella806 Stay for OMCA
The hotel and staff where great.
December 16, 2013
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 4 out of 5 by Jlkenn This hotel has great staff
Checked into the Westin Hotel after a long day of work and traveling from Montreal. Milon & Cathie were eager to greet us in the Chart Room to serve us delicious nuts and take our order. They both went above and beyond to ensure we had everything we needed, even noticing we had used up almost all the mayo and ensured we had a replacement before we ran out. Milon was great to speak with and took interest in our lives which was a special experience for us.
We will definately stay here again next time and eat at the Chart Room.
December 12, 2013
Rated 5 out of 5 by MikeHAM Room with a view
This time, I got an excellent room on 32nd floor with a view.
Receptionist, Mr. Eugene, was very helpful and offered excellent, personalized service. For luggage assistance, Mr. Ricardo was very helpful and offered an outstanding service experience.
Unfortunately, there are gym swimming classes in the pool, so use of the pool area is limited to one lane temporarily.
December 10, 2013
Rated 3 out of 5 by machomango Nice hotel, under delivers
Had a conference here, got the conference rate (196$ plus tax and other 'fees'). Nice sized room, good view. For this much, was surprised that internet (wifi or wired) was NOT included, required additional 15$/ day for internet. Thats 75$ for a 5 day stay, plus taxes.
Not much in terms of food or entertainment in the immediate area, needs a good 10 minute walk to closest nice restaurant, or a taxi cab to entertainment area. Which in Canadian winter, can be less than pleasurable.
December 9, 2013
Rated 2 out of 5 by Press127 hotel is tired
This hotel did not live up to the expectations we have had in the past a few years ago. On checking in we were told that the hotel was last renovated five years ago, not so. Room was old and tired, Little things that guests expect, like shampoo in the room missing, backup kleenex missing, bathroom way too small and on and on. The only positive thing was a very nice and professional front desk young lady that spoke to your management and got charges reduced.
December 9, 2013
Rated 5 out of 5 by Daaaa Great Service by Staff
the room & all was great. was there for company holiday party. staff accommodated my request. bed was very comfy, ammenities were great and special touches nice (paper, free water & coffee).
December 9, 2013
Rated 5 out of 5 by tmedia Top notch service
Wilson from Service Express! Amazing and went the extra mile to put smiles on our little girls faces RE: Westin Harbour Castle.
Toby Scott-Long and Andrea Fernando from the Westin Calgary provided fantastic service!
Thank you all!
December 9, 2013
Rated 4 out of 5 by Carbar24 Excellent service and comfortable room.
We stay at the Harbour Castle 2-3 times a year. On both of our recent stays November and December 2013 we have no complaints. Check-in has been quick and the staff members courteous and acknowledged our patronage as SPG members. Both David and Carmela took very good care of us at check ins. Upgraded us to lake view rooms and internet. These added touches make our stay even better and make us feel like valued, loyal guests. We have also had drinks at the lobby bar, service again excellent and polite staff. Love the spicy complimentary snacks at the bar. Bellman also courteous and quick. We will continue to choose this location when staying in downtown Toronto .
December 7, 2013
Rated 4 out of 5 by JohnnieMike27 Missed the Mark
Having stayed at this hotel before, I assumed this stay would be as good. But when I went to bed @11:30pm I found that the bed was completely broken. I informed the front desk the next morning and they gave me star points from my uncomfortable night. A good start, however, as a Starwood Gold Member I think the least they could do was offer a free night.
December 5, 2013
Rated 5 out of 5 by AlVal Thanks Mahmood!
Mahmood not only got my bags and directed me to the check in portal that let me print my boarding pass but also called me a car tout de suet so I didn't miss my plane. Employees like him are an asset, but that level of service is what I've come to expect from the brand.
December 4, 2013
Rated 2 out of 5 Nice Hotel, but Extremely Noisy
The walls in this hotel are paper-thin. There was a convention of some sort going on during our stay, and the individuals present were rather rowdy. We moved rooms to try to get away from a particularly festive neighbor, but after being downgraded to the 9th floor, it was not much better. One can hear footsteps and elevator noise from the room with a closed door. Very unsatisfactory in this regard. However, the rooms were well-appointed and clean, and the bed was very comfortable.
December 3, 2013
Rated 3 out of 5 by SoreBack09 A Promising Hotel but...
I checked into the hotel with my wife and daughter as part of a little Canadian tour to celebrate our Anniversary.
The staff member at the front desk was helpful in arranging for somewhat of an upgrade in room and arranging something as a surprise for my wife after we came back from dinner.
While the room and its partial Harbor view was good and somewhat of what I was hoping for checking into a Westin located on the Harbor, the biggest disappointment was the "Heavenly Bed". It turned out to be pretty lumpy and over-used giving us both a back-ache that persisted as we drove out the next day to our next stop in Ottawa.
This hotel seems to have most things going for it - great location, a generally helpful staff and decent amenities. I do not know if we got the short straw on "upgrade" rooms, but a good bed is a pretty basic expectation from a chain like the Westin
December 2, 2013