Rated 3 out of 5 by Jerry83 It was ok
Asked for a king bed at checkin, was acknowledged of my request but was given a queen. The room was handicap accessible and was very difficult to use the shower. Had to call to get cleaned every time I used the shower. Cleaning staff was fantastic.
Ordered beverages to the room, after a 30min wait I called back to confirm, and was then told I had to go to lobby to purchase them. Which turned out to be just after last call, so never did get them.
No active ATM in hotel.
July 14, 2013
Rated 3 out of 5 by gadget11 It is what it is
Big hotel with - conventions, towers, etc. - but it has problems. It feels old - the carpets in hallways, chips in door paint, small tubs, etc - and it is dark. Toilet was not functional on arrival I believe because I was sent up before the housekeeper had cleared the room for occupancy.
Why are all the room so huge? Everyone whom I knew at the meeting was there alone and would have been happy with half the space and 2/3 the price.
I didn't understand that "green" meant no cleaning. I thought it meant only don't change sheets and towels.
And until Queens Quay catches up with downtown, prospective guests should know that there are no serious restaurants or activities at the forlorn waterfront.
But I had several scheduling problems with arrival and departure and the desk staff was wonderful and gracious. Many thanks.
March 7, 2013
Rated 2 out of 5 by OSApril2014 Tired Hotel
Where do I start: we had 2 rooms, they were dusty, the sink was blocked. The fan in the bathroom sounded like a locomotive... The food at the breakfast buffet was dry. Not what I expect from a Westin hotel.
April 14, 2014
Rated 5 out of 5 by Shelley123 Short Break
We arrived tired after a very long journey from the uk. Booking in was prompt and was asked if the room that our travel agency had booked for us was suitable. I asked if they had a room with a nice view and was allocated a room overlooking lake ontario, This was fantastic.. We didn't eat at the hotel as there were plenty of restaurants nearby.
Gym and pool were great with a nice outside area for catching a bit of the sun.
All staff were approachable and professional.
July 30, 2013
Rated 5 out of 5 by JulesW SATURDAY NIGHT GET AWAY
A wonderful place to spend a night away from home - great location and amazing corner suite with a view of the lake. The room was large and the bed extremely comfortable and a nice quiet spot to catch up on some sleep after a hectic week. Would recommend this hotel to anyone, anytime.
April 5, 2014
Rated 1 out of 5 by Mary2113 Request not met led to very disappointing stay
Upon arrival, I was asked if I wanted to try the Green Clean program, which would mean something like I would not trouble the staff for more towels and my linens would not be washed. I was far too tired to listen attentively to the details. Upon waking, however, I read the details of the Green program and realized that my bed would not be made nor my garbage emptied, etc. I phoned the desk to reverse my consent to this program. I made it clear that I very much wanted my room to be cleaned and especially my bed to be made. This request was never passed along to housekeeping, so I reached my hotel room after a very long day to find it exactly as I had left it. Not coming back to a made bed really ruined my night. I had to phone housekeeping and then vacate the room for 30-40 minutes while they worked on it. Very irritating.
October 26, 2013
Rated 3 out of 5 by Marci56 not as expected
The cleanliness of the room was quite disappointing, bathroom there were hairs in the tub, on the floor and soap water spots on the counter. We wanted to take a coffee with us on our walk but when I went to put a lid on the cup the lid was full of crumbs. Housekeeping was in the hallway she did give me new cups and lids. I was also expecting a call from the manager but he never did call me back it was regarding to a “lack of communication” in the bar that evening.
September 17, 2013
Rated 4 out of 5 by Ocram Great Location
This hotel has the best location, beautiful view of the lake and the city.
But the SPA experience was not acceptable to me. I required information via email, from the website, regarding a massage. I asked about the rate and what hours as I was in conference all day would like to relax and end my busy day with a massage. Two simple questions, and they never replied to me. Very disappointing. I would have liked some kind of reply. You do not need to post this review.
March 4, 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 Mpirozzo AMAZING STAFF
overall the hotel is great; location, service, cleaniness etc.. but the staff is just amazing they need their own shout out, I was staying here over the weekend & was in the lobby with friends discussing places to go shopping when one of the staff I believe his name was Andrew approached us apologized for interrupting & provided many great suggestions as we were about to exit the lobby he came back upto with a map in hand & directions to get to where we needed.
August 21, 2013
Rated 4 out of 5 by Poodle77 Wonderful Hotel for a Conference
Stayed at this Westin for a work conference. My spouse and I almost always stay at a Starwood property when we travel, and we are SPG Gold members.
The conference food was excellent, the room service was good, and I found the hotel staff overall very good and the service great.
There are a couple issues that I think ought to be addressed by the hotel. Not sure if it was just our room, but every night I could hear the word for word conversation in the adjacent room, which kept us up at night. I also ordered a breakfast to be delivered by room service the morning of my departure as I had to check out quite early, so ordered it delivered at 6am. It never arrived and I ended up having to get breakfast on the road. Other than these two issues though, the hotel is absolutely wonderful. Would highly recommend the hotel lobby bar.
September 23, 2013
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 4 out of 5 by mrgmckenzie Newspapers
Disappointing to find that the hotel no loner delivers newspapers to the room.
April 19, 2014
Rated 4 out of 5 by Maggic beyond expectation
Went for a Stones concert weekend as the hotel is two blocks from the Air Canada Centre, small drawback was the road construction in front of hotel and some difficulty getting the car to the front door. Great accommadations, fantastic view of the lake. Restaurants and bar were good, really great service in the bar area. Best surprise was the hotel has a squash court and they can provide New Balance workout clothing and shoes... really made a great impression
May 28, 2013
Rated 4 out of 5 by Carlos2222222 Great waterfront Toronto hotel
First of all, keep in mind the first thing I noticed about the TA reviews before I stayed here was that they were all over the map.. . .many people saying it was terrible, needs renovation and then many people saying it was great so I did have some trepidation about staying here as there was no general consensus.. .well there was some truth to both but in general it was more positive than negative.
My wife and I decided to stay here on a last minute Toronto getaway (we had originally planned a trip to Louisville KY for the kentucky derby but when those plans fell through we decided to go some place close by and different and decided on Toronto). So here is the scoop... . .
It is located on lakefront location; the area really has a dearth of places to eat and do but this is a function more of a failure of the city of Toronto not a failure of the hotel itself . . . any other city the lakefront would be prime location (look at Chicago) but I guess all one has to do is look at who is running Toronto to see that city development is not in Rob Ford's priorities. You have to factor in that you will take cabs to where you need to be in downtown Toronto; places are close but taking a cab may be your best option. We had a car and found parking in Toronto a pain and would have taking a cab to certain locations (and we did when we went out to eat at Richmond Station). BTW there is a taxi stand outside hotel with about 10 cabs lined up all the time.
we arrived late around 11:20 pm on Friday evening and noticed that there was a long line in check in and that there was a "Elite check in line" with only one person in front so being platinum we went to elite. . .but the regular line moved fairly quickly and quicker than our line as the person in front of us keep on asking a million questions to the front desk clerk but any how that wasnt a reflection of the clerk (he was polite and answered all her questions but I was getting impatient and almost was about to get into the regular line it was moving that quickly)...
Well Checkin with Juan was pleasant (when we got to him finally) and he upgraded us to a nice high lakeview room (Rm 3122). everytime we went into the lobby there seemed to always be a line .. . .maybe they need to have another clerk to speed things along but remember this is a large hotel (I believe 35 floors).
We had a nice lakeview room (3122) I believe in North Tower and the room was standard king sized bed (looked like most Westins). IT was a nice room overall with comfortable heavenly beds.
We are platinum so we got a complimentary breakfast for two ($18 CAD per person) which was standard fruit, cereals, "cold food" and pastries.. . . for an additional $8 CAD per person we could add on the "warm" items like eggs, bacon, etc. I personally have encountered this issue at other Westins where you get a comp breakfast as Platinum but dont get the warmer items and find it to be unacceptable as adding on those additional items isnt a big deal. We travel a lot and we have had a comp breakfast be a wonderful breakfast (i.e. Maria Cristina, Madrid Palace etc) and not be just limited to the cold breakfast items. We also ate at the restaurant bar when we arrived late and had some wine and a couple of dishes (chicken breast and a salad) which were delicious but as others have said overpriced. We were tired from our drive and just wanted the comfort of eating close by.
Public spaces/pool, gym etc:
This is a big hotel so the public spaces are great. We used the lounge area, pool/hot tub and gym and couldnt complain. Agree this hotel problem needs a renovation but it isnt a slumhouse falling apart. It needs some refreshing but is adequate for size and probably age.
Parking is a pain in Toronto or any big city; the cost is 35 CAD for self park or 45 CAD for valet with in/out privileges. Personally 10 bucks diff is not a big deal for the convenience of having valet . . .yes parking is expensive but that is true of any big city (Chicago/NYC/SF charge 60+ a night)
Service: Service was superb! Everyone was attentive and friendly everywhere and could not complain. In fact found David at Concierge to be a delight; he was so helpful with all of his amazing recommendations and gave off an enthusiasm usually not seen in most employees .. .kudos to his enthusiasm and amazing recs!
In addition, Jennifer Moon (Guest Experience) surprised us with a nice chocolate covered strawberries...delicious! Thanks for the nice customer service touch. . . .
Overall: Would stay here again as love SPG and it is a decent hotel in the center of Toronto. . . . ..and service and amenities are what you would expect from SPG
May 10, 2014
Rated 5 out of 5 by Kenaniah18 Surprised and Disappointed
I have to admit that I was very surprised that my rest in the "heavenly bed" wasn't that good at all...and I didn't find the shower to be anything special either. I worked for Starwood renting Westin hotels primarily and pushed the signature beds and showers and now that I've experienced them both I find that I am disappointed. The rest of the experience was great, and the bed and shower were not 'bad' by any means but they just didn't live up to the hype.
March 29, 2013
Rated 4 out of 5 by Lakeview Convenient comfort
The Westin Harbour Castle has an excellent location nestled on the Lake within walking distance of fun things to see and do in Toronto. Comfortable room, bright spacious corridors and efficient lifts. But the biggest surprise was lunch at Toula, the top floor restaurant overlooking the Lake and the ever-growing downtown airport! No noise, just visible small jets, single and twin-engined planes swooping in occasionally. Brilliant service and excellent food.
April 16, 2012
Rated 4 out of 5 by Woods64 Great views, great stay
The room had a great view of the lake and city. The hotel room and areas were clean. Staff was pleasant, although check-in staff did not explain all the details of the package I had purchased. Also there was no buffet breakfast at Mizzen restaurant, which we were looking forward to in the morning. Hostess was irritated by our questions. The service was slow and inattentive. The food was cold. Check-out staff was pleasant. Overall we had a good experience.
December 30, 2012
Rated 4 out of 5 by dc26 Hotel is in an ideal location
This hotel has become our home away from home at least once a year. We have returned for the last 5 years, and plan to do so in the future. It is close to many activities, and it is easy to just park the car and use the public transportation. The only short coming we found was the bar fridge - which should be replaced with a functioning small fridge, suitable for perishables (juices, sandwiches, milk). Cleaning of bathroom tiles could be slightly better.
September 7, 2012
Rated 1 out of 5 by Platinumspg Confidential for Westin
I was very disappointed in this hotel for a Westin. The rooms need a thorough upgrade. Bathrooms are very yesterday. Very disappointing. Please put real glasses in rooms. Suite configuration for up grade was 2 separate rooms and you had to open each door if you went from one to another. Very poor. Front manager and staff were excellent but facility is below Westin standard by a long shot.
"Italian" restaurant was extremely poor. Would never recccomend .
July 28, 2012
Rated 5 out of 5 by BrooklineRob Great Greeting
Up at 4:30AM to catch a flight, meetings all day in cold Toronto and a client dinner at night. It was great to get a warm and friendly greeting! Aditya provided that but more importantly recognized I was a guest waiting and quickly appeared to check me in. He was courteous and efficient . He seemed to unders understood I just needed a room and we had a pleasant little chat and I was off. I travel a lot. I will be back to the Westin Castle my next trip.
December 5, 2012
Rated 3 out of 5 by Kat1387 Disappointing!
When we walked into the lobby, we were very impressed. The staff were knowledgeable, friendly and efficient. That was where the positive ended. The room was dusty, especially beside the night stands and under the dresser. The carpet was dirty and ripped on areas. Lots of marks on the walls. Bathroom was ok but mildew spots in the shower. Not what I was expecting for $279/night! I would not recommend this overpriced, run down hotel nor would I return!
September 30, 2013
Rated 1 out of 5 by anne00 housekeeping breaks the experience
Athough the hotel was under renovations it did not deter my family from deciding to experience your 5 star service and make reservations for 2 rooms for 2 days to celebrate my Daughter and Husband's birthdays. We are low maintenance and easy to please. Unfortunately, the star of thie experience was your house keeper who clearly does not understand basic manners and honesty not to mention customer service. She was so incredilbly out of line, and rude, we left early Sunday morning, without breakfast, to avoid dealing with her. I did report a high level review of what happened and was given a $40 credit.on a rm service snack from our first night and a few points. I don't think this began to make up for the dissappointing and UNCOMFORTABLE experience. I travel every week for work and have not had this kind of experience ever. Shame on you.
February 4, 2013
Rated 4 out of 5 by Mare BUSY
The upside...Stayed overnight at the Westin as part of a "Wizard of Oz" package. Overall pleasantly surprised with the massive size of the hotel, front staff service, and overall cleanliness of accommodations. The downside... Must of visited on one of the busiest nights at a hotel that I've ever experienced! NO VALET service??? Full parking facility??? Was willing to pay extra just for that convenience but ended up having to drudge though construction obstructions and freezing temperatures to park at a lot that was PACKED!!! Worst part! Took almost 1hour by the time we arrived to find out there was no valet service available, purchase a parking ticket, going to the lot a block away, drive around aimlessly looking for a spot, walking back, checking in, wading through the crowds of people to the elevators and finding the room. Exhausting.
March 3, 2013
Rated 4 out of 5 by Lulu Great views
We have a wonderful 4 days. The views of the Airport, Island Ferry, Islands etc was really interesting. The only downside was we had to pay $20.00 a day for WiFi or go down to the lobby and use it free. We had already paid $35.00 to park our car (can't get their without one), and we run a business. Our access to WiFi allows us to be away from the office for 4 days and i know it a tax write off but when WiFi is free at Tim's why not your hotel room.
January 22, 2013
Rated 3 out of 5 by Macsdaddy Parking is WAY too expensive
Hotel met all my needs in an average kind of way - wasnt bad but wasnt exceptional either. Liked the newspaper at my door in the morning - a must in my eyes. Like the Starbucks in-room coffee - a terrific Sheraton group differentiator. Went to front desk for a cork screw - they "didnt have any" and would send one up - the $5.00 tip essentially paid for the corkscrew. Seemed petty to me. Valet parking only and WAY too expensive at $40.00 per day.
March 12, 2012
Rated 5 out of 5 by BBRYDER Westin is Wonderfull!!
We enjoyed immensely our 3 nightt/days at Westin Harbor Castle, Location couldn't be better. We travelled in from Niagara by train and strolled comfortably to our destination.It is ideally located at Queens Quay so we went to Centre Island one day, Strolled downtown and had a great afternoon shopping at the Eaton's Shopping Centre and completed day 2 with dinner at Toula' enjoying a bottle of great wine and a superb dinner, and excellent service. We also jumped the bus and went to CNE with ease
My favourite part... was waking refeshed every morning from their great 'Sleep Perfect Beds !!' to room service promptly and elegaly served with fresh fuits and good tasting hot coffee and superb fresh pastries!!Accompanied with a local morning paper.
We will go back again, as this is our hotel of choice whenever we have to or want to go to Toronto,
August 27, 2012
Rated 5 out of 5 by LandSK Outstanding Service
My wife and I had planned a romantic getaway to celebrate our anniversary, and when I mentioned this to Ingrid at check-in, she went out of her way to welcome us and make us feel at home. In fact, we were pleasantly surprised to get a knock at our door about an hour after check-in, and a bottle of champagne and chocolate covered strawberries were delivered, as well as a hand written card by Ingrid! Overall, she set the tone for a wonderful stay!
January 28, 2013
Rated 5 out of 5 by wcbc Great Location and Great Staff
My wife and I enjoyed an overnight as part of a theatre package. It had been a while since our last stay for Boat Show but the staff are as accomodating as ever. My wife misplaced her credit card and valet parking staff were quick to get our car for her to look for it. Not there. We had already checked out at this point so valet staff had our room key re-issued so we could double check there. Great service. (she found the card in her suitcase)
August 27, 2012
Rated 4 out of 5 by JLARRIER Great way to end the 2012!
I stayed here with my boyfriend for NYE, and booked a suite that could accommodate. Stayed here numerous times on business and this hotel is very consistent. Aditya was superb with taking care of all my needs despite booking last minute. He personally checked me in, and came outside the lobby to follow up on my stay while I was waiting for my car. No hotel is perfect but what I love about Westin Harbour castle is the personalized service, and when there is a concern, they make it right efficiently and quickly which is why I will continue to stay here for business and pleasure. Even the bellboy came to the North Tower street entrance to get my bags, as the line up on the ramp was extremely busy. Thanks to Aditya for making my New Years Evening a great one! One more thing - love the new SPG Check in with the couches - very convenient and cozy!
January 13, 2013