Rated 5 out of 5 by AlbertaRN Great Hotel
The room & the view was fabulous from the 33rd floor. The only reason I gave 4 for the room cleanliness was that the room wasn't cleaned & bed made on Thursday. The maid may have thought I was checking out.
June 9, 2013
Rated 1 out of 5 by Disappointed4321 Worse Service - a
The service provided was extremely bad. I will remember this night for the rest of my life because it was my special wedding night on June 2nd, 2013.
I bought a romantic package for my room. Even though I was not expecting anything that late at night, reservation rep got me excited over the phone, they said they will present this and that with our romantic package.
Nothing. I got nothing. When my wife and I entered the hotel. We asked for our room key. We were given the room. I inquired about the items that were supposed to be included with our package, I was told, "sorry we don't have the package available." instead we will give you free parking.
I don't like hotels when they offer you things different prior to booking. I informed the reservation rep that I will be arriving at the hotel late at night after my wedding reception. And they got me so excited, and in the end nothing but disappointment. They charged me full amount for the package and didn't even give me single thing that was supposed to be included in the package.
I called in the manager. Instead of simply apologizing and saying, sorry. He only said, "oh, how can I make you feel better". wow how can he make me feel better?! Come-on. Just give me some or full refund.
I wish you guys communicated the correct information. This is not a good service at all.
Very Disappointed Customer
June 9, 2013
Rated 3 out of 5 by Jasmine14 Hotel fell flat of my expectations
I was very excited for my stay at the Westin Harbour Castle, but this property certainly did not meet my expectations. Check in was pleasant. We had an early flight and the hotel did check our bags when we got there so we could explore the city, which was appreciated. The hotel said they would call us when the room was ready, I requested an email in case I didn't answer. I missed the call but I never did receive the email I requested. The room was mediocre. The deadbolt in our room did not work. Also I was promised a welcome amentity as noted on my reserverations but I did not receive one. When I called front desk they looked into it, but nothing was done as they had nothing to offer me, even though I had this in writing. Anything would have been appreciated but owership was taken for this issue. I also requested 2 seats on the shuttle to the Vaughan Mills Outlets. I was given a confirmation number for the shuttle. The next day when I went to get my bracelets for the shuttle, the company had no record of my reservation from the hotel, but luckily there were still some seats available. It was not very practical that the hotel did not have any vending machines. The pricing for room service was not reasonable and at 2am in the morning it's not practical or safe to venture the streets of Toronto for a bottle of water. Overall, I did not feel satisfied as a customer and my customer service experience did not make me feel like a preferred guest. The hotel also could be renovated, it looks a bit dated.
June 6, 2013
Rated 4 out of 5 by mangoluvs Friendly, helpful staff
I really enjoyed my stay at this particular Westin. The location is great: it's downtown, but not right in the core. It's also close to all of the sports facilities.
From check-in to leaving for the airport, the staff was friendly and accommodating.
I wish the longue had bigger TV screens.
June 4, 2013
Rated 5 out of 5 by Shannon3701 Consierge staff went above and beyond...thank you Rochelle
This was my first trip to Toronto alone without a car. With all recent construction street construction your conseige staff both days were very helpful.
June 4, 2013
Rated 3 out of 5 by AS99 I could hear every word in the adjoining room
I was in a room that had a door to an adjoining room. I did not know the 4 women staying in the room next to me, however I could hear every word of their conversation. I was woken up at 1am the first night, when they returned to their room. I could hear a conversation, that I thought was in the hallway. After about 15 minutes I got out of bed to ask the people to go into their room to speak. That was when I realized they were in their room, and that the noise was coming through the adjoining door. They weren't being loud, they were just speaking to each other in normal voices. On my second night stay I was woken up at 6 am again by their conversation coming through the closed and locked adjoining door. I am not a light sleeper, but yet was woken up twice by the people in the next room just speaking to each other. If I stay at this hotel again, I will ask for a room without an adjoining door. Bring ear plugs just in case.
Also.. don't bother getting your nails done at the spa. You will do a better job yourself.
June 3, 2013
Rated 5 out of 5 by Carol60 Great view at this hotel
This hotel is beautifully located right on Toronto Harbour. Great location..... The view from our room was fabulous. Very helpful staff - so friendly and attentive.
June 3, 2013
Rated 4 out of 5 by Mo41 Great location
Great hotel in a good location for business or pleasure. Downtown and all that brings is a short walk away, but the harbour location is good for relaxing, walking or nightlife in Summer.
The room was good, well sized and confortable. On arrival, there were a few cleaning issues, such as rubbish in drawers, bathroom mirror not great, but service during the week was superb.
The pool area is really good, and not overly warm or stuffy. We also liked the bar/lounge, and the small giftshop was well stocked.
The 'not a fridge'-fridge was absolutely useless and was really dirty. Just take these out Westin. The milk is warmer after a couple of hours in there than in the room. Why bother?
The biggest plus for this hotel is the warm friendliness of the staff, in all departments. Well done to the team.
June 2, 2013
Rated 4 out of 5 by Adrenaline Adrenaline
Comfortable and convinient. Easy access to lake front. Easy dog walking. Room / bed comfortable and clean.
June 1, 2013
Rated 4 out of 5 by DEXW00D My home hotel.
Home away from home. BEST
May 30, 2013
Rated 2 out of 5 by hattix Great Hotel, Horrible Experience
First off, the location of the hotel is great as it overlooks the lake. There was major construction going on and it was hard to navigate into the building. I arrived to discover no reservation for me was listed although my company made one. They were able to accommodate me, but they put me in a special needs room, that had dried fecal matter along the toilet bowel and also the bathroom had dried toothpaste spots all over it. It made me wonder if the bed was actually clean, it looked suspect. The cleaning service cleaned up the fecal residue but didnt clean up the toothpaste so I had to request a second cleaning. The hotel would not give me a voucher for a free night's stay but offered me free food and a discounted rate. I wonder if they know that fecal matter in a room is a biohazard? I supposed if I were someone else, I could really raise a stink, no pun intended. In addition to that, the hotel elevators had some service panels that were missing and were covered up with a makeshift panel that was taped on. It was very crude and didn't seem in place with a hotel that seemed to have a luxury feel.
May 29, 2013
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 5 out of 5 by ConcertGoer ANOTHER GREAT STAY AT THE WESTIN HARBOUR CASTLE
We had the pleasure of staying at the Westin Harbour Castle on May 25th. We were in town to attend the Rolling Stones concert. Our great service began on arrival when we were allowed to have an early check-in and were upgraded to a lake view corner room. The staff member who checked us in was extremely professional and courteous. I wish I written down his name as he certainly deserves kudos. We also took advantage of our SPG gold status to arrange late checkout. Now that I have covered the good (and there is certainly plenty of good) it is only fair that I comment on the only aspect of the trip we found less than satisfactory. That would be our meal in the rooftop restaurant (Toula?). While the service was excellent the same cannot be said of the meal. The hors douvres, appetizers and dessert were excellent but the main course (veal cutlet) was not up to the standard one would expect from a restaurant of this calibre. It was over cooked (burnt?) and was not much different than one would find in the frozen food section at a grocery store. Overall this hotel represents exceptional value for money. The combination of exceptional service and spectacular lake views can't be beat.
May 27, 2013
Rated 2 out of 5 by BusyBee Declining
We've stayed at the HC on several occasions and always found it to be great. This trip was different. The room we got was very tired and not up to Westin standards as far as cleanliness. We asked to be transferred but were told that we were early for check in and no rooms were clean yet (230pm) . We had places to go and people to see so we just took the room, but I must say that I now doubt ill be back. We were also charged for the in room 2 cups of coffee which as never happened in the past.
May 27, 2013
Rated 5 out of 5 by Winisue Truly exceptional
Had a truy exceptional stay at the Westin Harbour Castle. The staff were very attentive and welcoming, the room spotless and comfortable, the pool delightful and refreshing.
We had a beautiful lakeview room with a magnificent vista. The beds are wonderfully comfortable.
My only regret was that we were only able to stay one night. Next time it will be for two nights - at the very minimum.
May 27, 2013
Rated 3 out of 5 by Mike noisy hotel
There was a lot of noise coming from the elevator and outside. I could not sleep well during my stay. One would expect better isolation and soundproof rooms from a hotel like Westin with the price they charge.
May 25, 2013
Rated 5 out of 5 by Nanny Stay in Toronto
Great hotel with very pleasant personnel who are very helpful
May 25, 2013
Rated 3 out of 5 by Jenny Clean Room, but...
I left a do not disturb sign on my door and house keeping tried to come in when I was there, but couldn't because of the lock; however, they came back after I had left. I was also never told about the green service (no housekeeping and you get a $5 voucher for each night) or I would have done that to keep housekeeping out. In the grand scheme of things, it doesn't matter that they came in and cleaned my room, but why provide do not disturb cards if house keeping doesn't follow your instructions?
Overall, the hotel was clean and the staff was friendly.
May 24, 2013
Rated 5 out of 5 by Ryan79 Excellent conference host
I attended an Auto21 conference, and it was great. The staff were exceptionally helpful and friendly, the food was very good, and the accommodations were quite comfortable. The only reason I took off one star on the Room Cleanliness was because the bathrobe in the closet was stained red on the collar (I like to think it was lipstick), so I felt too uncomfortable to don it to slip the sign on the door handle requesting no cleaning service for the following day. Otherwise, everything was excellent.
There was one thing that really stood out to me, however. As I was leaving my room to check out, a cleaning lady was just down the hall, and she thanked me for staying with them. I have never had that happen before, and it was a really nice touch. It gave you a sense that the staff is valued, which is important to me.
May 24, 2013
Rated 3 out of 5 by estyB This hotel fell short
My husband and I decided to get away for a few days and were so disappointed to find a few things in our room not working properly. The mini bar was broken, as was one of the phones in our room. They replaced the mini bar with another small refrigerator but there were no snacks or drinks to chose from. Then the tv didn't work and pay per view was our for our entire stay! I felt like I was in a second class motel Even after we complained at the desk we didn't get a room change. Very disappointing!
May 23, 2013
Rated 3 out of 5 by RBD1914 Beautiful Facility, Friendly Staff, But Disappointed
Was courteously greeted by all, staff, given good directions to parking upon arrival. Very customer service oriented hotel.
Upon opening room, found litter on balcony, huge wrinkle in carpet that was a trip hazard. Bathtub had number of stains from careless cleaning that could simply have been wiped off. Many marks on walls, both in room and in hallway . . elevators had many smudges and water stains that could have been easily cleaned up on daily basis.
Breakfast delivery order card was used by previous occupant and left there . . . .the housekeeping staff obviously didn't check it.
In summary, great hotel and nice staff, but no attention to the details that make a hotel stand out.
Although I am not generally overly particular in the area of hotel room cleanliness, it was so obviously under par that I have to agree with my spouse the the room was less than "clean", and while you are spending your 29th wedding anniversary, who wants to complain to housekeeping and have the room cleaned over again . . or move to another room after you arrive tired and looking forward to "kicking back." Not a way to spend a romantic weekend.
For the room rates charged, and given the above, I hesitate to recommend.
May 21, 2013
Rated 5 out of 5 by SteveD Great Experience
Room and facilities are spectacular. We were blown away with our upgraded room.
May 21, 2013
Rated 5 out of 5 by Kenn Games room
When my younger son visited the games room he was bit disappointed to see the x box was locked. He looked around to find some help and no one was around.
May 21, 2013
Rated 4 out of 5 by James21 The facilities are dated
The fan for the air conditioning was so loud that it woke me up every time it kicked on during the night. The bathroom was worn on the counter and around the tub. It's time for a remodel. This is not up to Westin standards
May 20, 2013
Rated 5 out of 5 by DON43 Great stay
We approached this stay with some trepidation since our previous stay had been less than satisfactory. We need not have worried. Once we got over the initial surprise of being told that I had booked two rooms (I had not but we had been upgraded to a suite which had two room numbers), the stay was excellent. The preferred suite upgrade was outstanding. My wife loved the bed and said that this was the best sleep she had had in quite some time. We used few of the facilities but both evenings we had dinner in the lobby bar area. Great food and the service from Patrick was outstanding. There was a delay at check out (even in the Elite line) but the Concierge got me checked out and a printed receipt in a very short time. We look forward to our next stay.
May 20, 2013
Rated 3 out of 5 by Deb1956 In the big city
the hotel was clean and the staff helpful. I found the pillows so soft they needed to be stacked to be comfortable. The bathroom was so small that when you sat on the toilet, the door was between your knees. The heating unit was directly above the bed,which made it very loud and kept waking me up.
Small issues, but they impacted my stay.
Non the less, a nice hotel
May 20, 2013
Rated 1 out of 5 by Hooman Dirty place
title says it all, expensive, dirty, little if any hospitality, no convenient parking service.
May 20, 2013
Rated 2 out of 5 by Robert This hotel needs to improve their front desk service.
Beware of check in time if you are in a rush as this may take a lot more time than anticipated. Staff did not seem in any rush to help at any time duriing my stay! In addition, room could have been cleaner.. On the positive side, room service and food were good overall!
May 19, 2013
Rated 3 out of 5 by JM61 needs improvement
Just not up to what I expect from Westin
May 16, 2013
Rated 2 out of 5 by Steven52 Not up to the Westin Standard.
Being a lifetime gold, Platinum member, I have stayed over 450 nights at starwood hotels. Unfortunately, there are no benefits at this hotel. No welcome letter, no bottle of water, no upgrade. After a long drive, I just wanted to sit and enjoy room service, but here again it was lacking. It was expensive, you will get a nice butter holder, and butter knife, but no bread to be seen. Paying $95 for a steak, desert, and drink, one would expect a bread roll or something with the meal. I will probably visit again, as the location is good, but this hotel is no better than a mid-grade starwood hotel. Very sad, as I always look forward to staying at Westin Branded hotels throughout the world.The desk in the room had deep scratches, there was heavy dust on the cables under the desk, just not up to the Westin standard. I would suggest changing the name to a more applicable brand, or improving the overall experience to bring it up to the Westin Standard.
May 14, 2013