Rated 5 out of 5 by Beatlesfan63 Great place to stay.
The staff were all very friendly, and nice to talk to. The Thoula(hope I spelled it correctly), restaurant was absolutely wonderful!
August 12, 2012
Rated 3 out of 5 by Maree2 Guest with special needs
My husband has a mobility issue and uses a walker, so we had requested an assessable room for the weekend. Upon checking in, we were told it would not be ready till 4:30 PM. Having traveled to Toronto by bus, he needed a rest, so we were given a regular room and a request for a bath chair to put in the tub, so he could have a shower.
The chair never arrived that day and we again requested a bath/shower chair the next morning. Upon our return to the room later in the d ay, there was commode chair. Calling down to the desk, they didn't know what a bath chair was and offered us to change rooms later when the assessable room was available. By this time it's 3 PM and we'd been up since 6 to go and watch our son in the triathlon on Toronto Island, so certainly did not want to pack up and wait for the room to be ready. The desk did call back later and offer us a $60.00 credit towards breakfast the next morning. Since the buffet breakfast is $27.00 before tax and gratuities, this didn't cover the cost.
Needless to say my husband could hardly wait to get home and have a proper wash in the shower.
The location is wonderful but am very unhappy with the service.
August 30, 2012
Rated 3 out of 5 by BHF27 Past its Prime
The Harbour Castle is situated on the lakefront with beautiful views of Lake Ontario from many rooms. It is a bit of a walk from downtown Toronto so generally need to take cabs.
It was once a gorgeous property but is showing its age especially in bathrooms and in elevators. Heavenly Beds are lovely so our recent stay was comfortable but we experienced three annoyances - closet safe was not useable as it was locked , sink drain was plugged and breakfasts at the Mizzen restaurant are outrageously expensive - about $ 40 per person with juice and coffee.
Unlikely to stay there again.
October 22, 2011
Rated 1 out of 5 by Crowfoot Customer Service?
One gathers that if one books through a third party that the Westin Harbour Castle 'dials down' the service provided as retribution for having forced them to take a reduced room rate,...a rate provided by them willingly; they don't have to offer rooms in that manner.
On check in, guests are offered the option of 'Green Choice' for which one is offered a $5 voucher to be used for guest services for each night that one opts for the service. The inference is that towels and linens will only be changed 'on request'. What they don't tell you on check in, is that this election opts one out of any housekeeping service whatsoever; no fresh towels, no changed linen, no bed making, no coffee replacement, no vanity wiping, no toilet cleaning, no soap/shampoo/toilet roll replacement, no waste basket emptying,...basically no housekeeping service at all. One wonders if this saves Westin 5 dollars?
Most hotels in North America now blare out advertising for 'free internet'. Not the WHC; if one wants free internet, one goes to the lobby and then goes through a bewildering barrage of prompts and box checking to wind up, hopefully, with free internet. All calculated to discourage the guest from selecting 'free' internet and ensuring extra revenue for WHC.
Many business travellers, myself included, take full advantage of bellman baggage services and the resultant gratuity offering on the basis that the cost is recoverable in expense reporting. Vacation travellers, travelling on their own 'dime', like to have the option of wheeling the baggage trolley with their bags on their own and thus, save cash costs for more fun. At the WHC, the bell captain, [Samuel/Vernon], will not allow a guest to take a trolley from the lobby and the guest must request a trolley be brought to his room and then face the withering looks of a 'P-Oed' bellman with the accompanying intimidation. On reporting this to the desk, the guest is reminded that, "Sir, we do not force guests to offer gratuities to bellmen." But what WHC does do, is pay minimum wage to bellmen and subtly manoeuvre guests so that their wages are topped up in cash gratuities, a practice which weakens the income tax stream as cash 'grats' are not fully disclosed.
Guests should have the option to choose baggage services and resultant gratuities or manage their luggage on their own with hotel provided luggage carts. The customer is ultimately 'the boss'.
Of a minor nature is children running in the hotel corridors and loud, ongoing conversations in the corridors at 3:00 am un-supervised by hotel security.
When I asked for a manager on the morning of check out to discuss these issues, I was given Mr. Bin Sadoon's business card, [Director of Front Office]; then was told he was not in and then was dealt with, after a lengthy wait, by a junior guest services supervisor, Geoffrey Brown, who was not appropriately dressed for front line interaction with guests. WHC management apparently does not work on Sundays.
Overall, Westin Harbour Castle is not a 'customer focused' hotel but an opportunistic downtown Toronto hotel which maximizes all potential revenue streams. I will never stay at this hotel again!
Why would I?
March 21, 2014
Rated 5 out of 5 by WineAdvisoryGroup Excellent Option for Waterfront Area
Facility has been kept up nicely. Good staff. Excellent parking. I liked being on the waterfront. Great Views.
April 8, 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 5 out of 5 by stellie very disappointed
my check in time was supposed to be 3 p.m. but our room wasn't ready until 6 p.m. that was quite upsetting!
September 7, 2012
Rated 5 out of 5 by WEREX Great location and exceptional harbor view
One of the Top Toronto hotels to stay in style.
Excellent view from some corner rooms on the top floors.
January 4, 2012
Rated 5 out of 5 by Robbielea Fabulous stay!
I stayed at the Westin Harbour Castle for a week while on business and had a fabulous time! Thank you!
June 25, 2013
Rated 5 out of 5 by Chemong The Staff
Absolutely the most courteous and caring staff I have had the pleasure of dealing with in any hotel.
August 12, 2013
Rated 5 out of 5 by PCDH Hotel Staff
Professional, attentative, knowledgeable, accomodating and all with a smile on their faces!
January 3, 2013
Rated 5 out of 5 by Eventsonthego EVENTSon the go
Sean at the front desk provided the best check in experience I have ever had at a Starwood Property.
June 18, 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 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 2 out of 5 by sam2013 Loud A/C
A/C is too loud at night.
No free wifi, feels like 20th century.
February 1, 2013
Rated 5 out of 5 by Aileen8 This hotel has great location
The location is ideal for all attractions. Very clean and staff helpful. Would recommend it
June 12, 2014
Rated 1 out of 5 by suiteB Manager
I have in the past enjoyed my stay at all Westin like hotels, however this time there were a number of things that I did not find acceptable. I was forced to move from my room because of the noise level of the Elevators and traffic and noise from people at an annual sales meeting. When asked if I could upgrade to a Suite I was declined as there were not enough rooms available. The food was terrible, specifically breakfast in which it seemed as if my eggs were cooked in a microwave. It was cold upon arriving to my room which further was unacceptable. i hope that you work to improve on the dining experience for people who stay in your hotel
January 12, 2013
Rated 5 out of 5 by funlover great location and conference facilaties
wonderful conference activities and staff very helpful to assist you. This hotel is very customer focused and works to ensure you have a wonderful experience.
June 11, 2014
Rated 4 out of 5 by Jomile44 HarbourView Delight
The hotel is well located in the Harbour area of downtown. While there was significant contsruction ongoing, the end result of a transportation connection will make this location ideal. The Harbour view rooms offer a specaturlar view. Some of the rooms could be updated and tended to be dark. Staff were exceptional.
June 7, 2014
Rated 1 out of 5 by Spiritark Old and in need of revamp
I stayed here twice between September and October. First time I was given a room with a tiny work table which was no where near a power outlet, and there were two flies in the room some how, which got be very agitated. The airconditioning vent also stuck out like a sore thumb in terms of room configuration. I had to ask for a room change which the staff promptly acted upon the next day, so that was all good.
That day right after, they forgot my breakfast order I placed the night before! Again they had to rush out the breakfast but they did not charge me for that.
More issues. My room key was not able to access the room and I went up and down a good 5-6 times just to figure out and tell the front desk that the key was not working. In hindsight, I should have demanded that some one gone up with me (in fact I would expect that for a Westin hotel) and figure out what is going on until it works instead of having the guest shuttle back and forth.
On my second stay, I was selected to be upgraded to the suite level. As much as it was prestigious in a marketing way, the wooden panels of the presidential floor were chipped off and lacking lustre. It felt like a 1980s hotel that needed restoration. Definitely please do something about that.
However, the staff service and promptness was good, despite the poor condition of the hotel.
October 13, 2013
Rated 3 out of 5 by contestwinner Close to downtown
Upon arrival I gave the staff a gift certificate I had received and was then told that my room was unavailable due to the occupancy the night before and that the room should be ready in a couple of hours I checked in my luggage and left to visit an aunt in the Toronto area. When I returned at approx. 4 pm to get my room key I was told my room was still not ready and did not know when it was going to be ready. I was scared that the hotel would not have a room for me when I returned after supper and seeing the play The Wizard of Oz. I had to request the manager on duty and he then informed me and apologized and said that my room is ready.
August 12, 2013
Rated 3 out of 5 by Ali123 Room was dirty
This weekend July 13th was very special for us, we were celebrating our 3rd year anniversary together and I was proposed to that night.
- arrived to the hotel to find they had no on site parking and valet was apparently full. The only option was to park away from the hotel. Very disappointing.
- Inn the bathroom their was hair in the tub and a used tissue on the floor.
-Hair on the ice bucket and our bed.
Was not impressed on how clean the room was at all.
I was impressed how the hotel looked when we walked in but disappointed how clean the room was.
-It did ruin the perfect weekend we had planned away to celebrate our special day.
July 17, 2013
Rated 4 out of 5 by hutch1234 TOURIST INFORMATION
I FELT THE HOTEL COULD HAVE PROVIDED MORE INFORMATION OF THINGS TO DO NEAR HOTEL AND WHEN ASKED DID NOT KNOW ENOUGH ABOUT TRANSPORTATION NEAR THE HOTEL
June 10, 2014
Rated 4 out of 5 by trueblue1872 Barstaff
I found your barman Lee extremely rude and unhelpful
June 11, 2014
Rated 5 out of 5 by Aviah Excellent service, awesome view and and Heavenly beds!
I found the staff exceeded my expectation - such an excellent service! I am so glad I took my six year old to Westin Harbour to celebrate her birthday. I am thankful to the staff for making the stay so special for her. Along with exceptional service, the room comfort was excellent. I love Heavenly Beds! I was at the 31st floor and the view was splendid. Kids loved seeing the planes take off and land. The location is perfect. And the Toula Restruant was the highlight! Definitely coming back again! Highly recommended.
May 22, 2014
Rated 5 out of 5 by BR13 Great place to stay while in Toronto
Service and staff were great. They were so helpful at all times. Great location
June 10, 2014
Rated 5 out of 5 by rennaikelly I'll come back to this hotel
Service, style, convenience
June 11, 2014
Rated 4 out of 5 by Dmiddleton Good location
The location was ideal for us. It is on the water with access to Toronto Island and just a few minutes walk from the heart of downtown Toronto.
June 9, 2014
Rated 1 out of 5 by mxmx The worst hotel of its kind
The room walls were dirty and not maintained. I was on 6th floor and the balcony was full of Starbucks cups and cigarettes which were never cleaned during my entire stay of 10 days. I wonder if in this hotel anybody ever cleans the bathroom tiles. There were black dots al over the place and it was obvious they were water spots that were never cleaned. There were also spiders behind the bathroom door. The heater/air-con is so old and unhealthy, plus it makes these crazy noises in the middle of the night, one thinks somebody broke in the room. The room in general is in a very bad shape and the rate you charge for these terrible conditions is honestly beyond me. The noise in the floor was unbelievable. Every night there was another incident. A couple that was fighting banging doors at 3am and screaming, a school group that was screaming and shouting and 4am, it was just pathetic. As for the staff? The lady concierge never smiles and she behaves like she is actually doing everybody a favor. The bartenders also never smile, it looks like they are not happy with what they are doing. In general the staff is not very pleasant, which again for the rate paid is ridiculous. The spa was poorly heated and very poor in amenities even though the girls were polite and pleasant. I was cold the entire time of my massage. I asked that they put the heating on, but they told me it is not working very well that is why it is a "bit" cold. Ridiculous. Not to mention the charge for internet, the empty mini bar and all that which is annoying when one stay in that hotel category, but we all unfortunately put up with in N. America. I will never stay in this hotel in my life and I travel 20 days out of a month. I was very glad when I left.
November 12, 2013
Rated 4 out of 5 by Skycaptain Room Fixes
Door to washroom was very loud, creaking and squeaking all the way through open and close (first time this has happened, stayed Westin many times). It was unpleasant having to wake up every time a member of my party used the restroom at night while everyone else was asleep. The main door did not close fully when let go to close on its own. Had to pull it shut. We would have left our items unsecure had we not returned to the room for a forgotten item. Breakfast food items are very expensive ($3 for apple juice), something to keep in mind. Good location. Always enjoy stay at Westin however. Hotel of choice in Toronto for four star.
July 30, 2013