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.
September 4, 2012
Rated 4 out of 5 by J19a52m Complaint against a Front Desk Employee
Checking in on the night of April 3, your employee Leila offered me a 2 double bed room. When asking about a king bed room, she unapolegitecly, said that none was available and that the hotel would, anyway, charge me more for such room.
Her attitude changed little bit and she said she was sorry, blaming it on the computer when I presented her a confirmation note stating that I had booked a king bed room online. By that time and contrary to her 1st answer, a king bed was available. I wonder if the hotel management will address this issue of lying upfront to customers.
April 5, 2012
Rated 4 out of 5 by kvalliere Maid service not so good and too expensive valet
Everything went well except for our run in with the maid service. We stepped out of our room and let the maid know that we didn't want our room cleaned that day but we would like additional towels. She refused to give us towels unless she could clean the room. We went back and forth a bit on this issue because we didn't understand why it was such a big deal. She also refused to give us five towels and would only give us four and of course only if she got to clean the room. I called down to the front desk however and they brought towels up within ten minutes. Other then the maid, the hotel is great! Valet parking for two nights was also 80 dollars and for some of my friends it was only 40, so I didn't quite understand that.
July 2, 2013
Rated 5 out of 5 Hotel provided comfort and a spectacular view
We enjoyed our stay, having booked a theatre package with a room upgrade., and a second night. There was a mix up with our breakfast as we ate from the menu and were charged ($62 ) not having been informed of the "buffet" for patrons who booked theatre packages. Our hostess and server were both told that we were at hotel with threatre package and did not inform us of this buffet breakfast. Front desk staff quickly remedied the situation with an adjustment to our bill. The housecleaning staff did the bare minimum for our second day/night not leaving extra soap, glasses or coffee/coffee cups. Dinner at the Toula restaurant was good (fixed menu for theatre goers) and offered a spectacular evening view from the 38th floor).
December 30, 2012
Rated 5 out of 5 by NamChee Love the rooms
I booked this hotel for my cousin for 10 nights, and myself for 3 through X'mas week.. We had lake view rooms at the north tower.. Rooms are spacious and very functional but they should clean the phones. We called "express services" for robes, cups and tooth brush, and everything was provided for within minutes. We couldn't get internet services in our rooms, and at the lobby, 1 hour free. Be aware that the hotel charges $2 for a local call. We took taxi or freinds picked us up. But if you have to wait for public transport, in the winter, it can be very cold and long. In good weather, this hotel is ideal. Pool is small. Later I read there was shuttle services to Eaton Center. I would definitely make use of that next time .
December 29, 2012
Rated 2 out of 5 by Vincent Friendly staff but a run-down hotel
I stayed at the Westin Harbour Castle for three nights in December and while the staff in the hotel was friendly, there were numerous issues with the building. There were visible cracks in the wall in both the room and the hallway. The carpet in the hall had several stains and was in general disrepair. The cleaning in the room was sub-standard with grime visible on the baseboards and near door knobs. The heating/cooling unit in my room was very noisy and ineffective. Lastly, the internet was extremely slow and almost unusable. I expected better for $15 per day.
December 28, 2011
Rated 2 out of 5 by SPG25 Hotel Security Staff
Everything was good but when I was having a special moment with my girlfriend and we had music on the phone. Some security staff came knocking aggressively on our door without a single warning or phone call or a polite request. The issue could easily have been resolved with polite phone call or polite request but some reason your staff felt they needed to aggressively and threatingly knock on the door unannounced for no apparent reason. It was completely uncalled for. The music was on the IPHONE, don't know how loud it could've been for such a drastic measure.
April 22, 2013
Rated 5 out of 5 by KKrusky Great weekend and awesome staff!
My boyfriend and I stayed this past Saturday night while attending the Honda Indy and we had an awesome time. We originally booked a king room that was facing the city (the only option cause we booked so late) When we arrived at check in we were upgraded to a lake view room on the 29th floor! (my fave!) The girl who checked us in (name escapes me) was awesome! Very kind and offered us complimentary late checkout of 3pm which was nice since we were very tired from being in the sun all day. The room was very spacious and comfortable. We will be back soon!
July 15, 2013
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.
February 1, 2012
Rated 3 out of 5 by ginger57 Recent Stay
On a recent stay at your hotel property, 4/17 - 4/20/2013, i had several issues;
My bath was not cleaned from the earlier guest. I called to report and the young lady was very plesant and sent sent the cleaning staff to address the bath tub. Unfortuanately, they did not remove all the evidence (hair) from the tub.
Secondly, i booked 3 Spa services at the concierge desk. It was a very disapointing experience and when i mentioned it at check out, i find that there has been other complaints about the Spa. I feel mislead. Please call to discuss.
April 22, 2013
Rated 4 out of 5 by Bryan1113 Awesome experience
Please pass along our sincere thanks to the young lady that made us feel right at home at the SPG check in around 245 pm on Saturday Nov 30
December 2, 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 3 out of 5 by alana not for a relaxing night sleep
We checked in and were given a room in the south tower. We walked in and you could tell right off the bat it wasn't cleaned. The beds were poorly made, no shampoo or conditioner was provided, the lotion had been used (half empty) and the room smelt like smoke. I went to switch rooms and Jason was very apologetic. He gave all 3 of us breakfast vouchers but we now had to move to the north tower where our lakeview wasn't nearly as nice.
The beds are absolutely horrible and so are the pillows. We all woke up with sore backs and necks and barely slept. If you're going to spend the money opt for a place with a more comfortable bed. There is also a fridge that they say is to keep your drinks cool. The fridge did not work and was not cool at all.
July 28, 2013
Rated 4 out of 5 by Gwencheryl everything great except ....
The hotel room was very nice; on my last night; there was a fight on my floor with quite disruptive doors slamming and arguing. It was 3 am and I called the operator who immediately called security and they took care of the problem. I received a nice letter in the morning giving me a 2 pm checkout so that I could get a few more hours of sleep, This was a little unrealistic as I was attending a conference with an early start and they had already given me a 1 pm checkout. The letter was nice but maybe something else to compensate would have been better.
April 17, 2012
Rated 5 out of 5 by matt1973 This Hotel is all round great
Stayed 2 nights, Younger family of 3, Room had view of lake with planes landing at airport. Nice bed very comfortable, great bathroom, nice TV. Best place we have stayed at in TO.
November 29, 2013
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 5 out of 5 by maxwell16 Great customer service from the minute you drive onto the property
We came for my birthday for two nights.It was an extremely cold day however the valets were smiling and dressed very professionally. Assisting you as soon as you drive in the driveway. There was a line up for registering, however a staff member is directing each guest to the next free agent and answering any questions we had in the meantime. The staff are always greeting you as you see them in the halls, etc. We had a beautiful view of the lake and the islands, we could even see the planescoming in to land. The Toula restaurant on the top floor has a splendid view of Toronto and the islands especially at night and great food and staff. The Westin is a great place to get away from the day to day life and just relax for a couple of nights.
February 19, 2013
Rated 5 out of 5 by bottling Amazing stay at the Westin Harbour Castle
Through Starwood found an amazing value corner room for myself, and 4 other rooms for my extended family. All the service I received was top notch. Julie at the front desk ensured all of our rooms were in the same tower and that I had an adjoining room for my parents. Also Elizabeth in housekeeping took great care of us...including providing us a bottle of champagne to celebrate my grandmother's 99th b-day. We also enjoyed the pool, the basketball court and of course had a great meal overlooking the Toronto islands at Toula. Thanks for the stay!!!
August 26, 2012
Rated 3 out of 5 by Gail Disappointing
The rooms in this Westin hotel appeared tired and in need of upgrades.
The buffet breakfast was satisfactory but there were no fresh food stations for things such as an omelette or fresh waffles. My experience with other Westin Hotel breakfasts is that they are a treat to be looked forward to and this was very ordinary.
The Spa is in desperate need of upgrading. The waiting and treatment rooms are shabby and clinical, completely lacking in any kind of 'spa' atmosphere. My massage was very disappointing. Prices are high and standards are very low.
April 15, 2013
Rated 4 out of 5 by marvin16 Lack of Free Business Centre
I enjoyed my stay at Westin. I'm surprised that such an upscale hotel doesn't have a dedicated business centre with free internet. I left my laptop at home and then had to pay by the minute to use internet. That to me doesn't follow the motto of making life easier for the traveler. I feel nickeled and dimed to the tune of 8 bucks to send a few emails. Even lower end hotels provide free internet and dedicated computers in common areas.
November 3, 2013
Rated 2 out of 5 by Unimpressed2 Not worth the price
This hotel gets a lot of conference business, and as a result, has grown complacent. Check in couldn't have been more impersonal, the service in the lounge was beyond slow, and $6 for a cold cup of decaf coffee is an insult. They give you a $5 voucher if you don't want your room cleaned, but don't tell you it's not applicable on your day of departure. You can do better.
November 14, 2013
Rated 5 out of 5 by Val05 This hotel has very attentive and friendly staff
Every staff person I met, from the restaurant staff, to the registration staff, to the baggage assistants to the room cleaning staff were all very responsive and helpful.
I would mention that, not having an elevator from the South Tower that goes to the lower level is difficult if you are using roller bags, since there are no escalators either.
I think the internet service should be either free or more reasonable.
November 7, 2013
Rated 4 out of 5 by Contessa Excellent customer service.
I got in late and I really appreciate that check-in was very fast. I l was able to order breakfast before I went to bed and it was delivered right on time.
The event I came for was catered for beautifully and though there were hundreds of guests, I never felt crushed, the hotel staff were very helpful and they always had a smile on their faces. I will definitely be back next year.
November 12, 2013
Rated 5 out of 5 by Macs55 Great location.
First stay in Toronto and this hotel is ideally located for those wanting access to the CN Tower, Rogers Centre (Blue Jays game), Air Canada Centre (Peter Gabriel concert), NHL Hall of Fame, the Toronto waterfront and access to Toronto Island (what a beautiful place). Quick cab ride to the theatre district (War Horse), Royal Ontario Museum, and shopping (Eaton's Centre).
Rooms were comfortable particularly the beds. Staff were knowledgeable and friendly. It was a great stay. Plan on returning to finish what we started and see more of Toronto.
September 23, 2012
Rated 5 out of 5 by nicmac Great view of the lake and airport
The service was friendly and quick to assist us with our needs. Loved the room. We really enjoyed the view of the lake and watching the planes land at the island airport. The bed and linens provided a very comfortable sleep. We will likely purchase the entire bed/linens kit when we're ready to replace our own bed. One downfall, the fridge didn't seem to be running properly.
November 12, 2013
Rated 5 out of 5 by Janice51 Will definitely return
Excellent buffet breakfast to start the day! Staff very attentive in all parts of the hotel and helpful when called upon.
Good location for subway system, attending both baseball and hockey games(both within walking distance) as well as good restaurants within walking distance.
A bonus for families wanting to go to 'Centre Island' the ferry is right there at your door step! Will definitely plan to return when we are in Toronto and want to be in that part of the city with or without a vehicle. Airport service is about 30 min. without traffic.
July 7, 2012
Rated 5 out of 5 by TWM2013 Nice touch from the hotel.
We staid on a Saturday night to take in a Leafs game to celebrate my wife's birthday. After getting back to the room after the game we were presented in our room with two pieces of cheesecake done up with her name and happy birthday written in chocolate. Very nice surprise for my wife and just from the checkin person asking when we checked in. Nice job by David who signed a very nice card that accompanied the deserts. And to top it off the leafs won in OT. Great little stay.
October 14, 2013
Rated 4 out of 5 by joflyboy Good and Bad
Enjoyed the Great Lake view. Noise of the airplanes not a problem, just the airflow in the room made it stuffy, probably cause of the small window. Fridge not cold enough to be a fridge, had some water leakage in there. Shower head leakage, so did not get full shower power.
Hot tub not really hot nor whirlpool like, unless those jets are there for no reason.
Front desk service excellent especially from Ms. Arce and Ms. Nurse, except from one (Rxxxxxxx) who at first didn't believe I cancelled the newspaper G&M for three rooms.
June 11, 2012
Rated 5 out of 5 by 1brickman Love from Home
I stayed for two nights at the harbour Castle. A Thurs night on my own for business and then again on Sat night with my wife. When I signed in on Thurs I mentioned I would be back on Sat night and that I was traveling from Halifax. Rachelle who checked me in said she had lived there and loved returning to visit. After checking in on Sat my wife and I took a stroll downtown, when we returned to our room we found a lovely note from Rachelle with two chilled "Keith's", "love from home" she said.
Truly a personal touch. Thank you Rachelle
December 3, 2012
Rated 4 out of 5 by mrnab Most all was great
Room was great except for the dried out hardened extra roll of toilet paper - but front desk made up for that. Front desk staff was very good - would have liked to have gotten better information from the conceirige - felt that staffing was too young for what the job details. Great location if you're going to the HOF - they offer a great deal that includes vallet parking and tickets for HOF addmission - got there on a saturday and did not see my car again until we left monday morning - no need for car if staying within downtown limits.
March 22, 2012