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 3 out of 5 by generalmotors2135 Need to upgrade rooms
Very high priced for what we received. Not even a microwave, which I have had in hotels for 79.00/night. It cost me 249.00 for one night plus 40.00 parking . That is 300 plus taxes tips etc. Needless to say I spent 2 nights! Then very sad to find out from other guests that they paid 100 less than I did. Baggage guy rushed us beyond belief when no one was even checking out. He dropped my sons skates which bounced off the pavement and resulted in me having to take his skate blade in to be returned upon arrival home. Not to mention he dropped our bottles of alcohol and my nine year old daughter noticed he had punctured a beer can upon jamming our luggage in to our trunk ! Which she in fact had to run to the garbage can. He quickly held his hand out for his tip, which we gave. We will not ever stay there again!
January 5, 2013
Rated 4 out of 5 by WeezieCT Overall, a lovely hotel
The hotel is very nicely appointed with a lovely lobby area; valet and front desk staff very courteous and helpful; delicious food, albeit pricey; very comfortable bed. A few issues: the coffee pot overflows due to the large coffee pod stuffed into a small holder. The water cannot drain through fast enough, so it leaks all over the place. Skipped the coffee and drank tea instead (after cleaning up the mess). The location of the ice machine is creepy. (26th flr.) One must enter through a door into a hallway with service elevators and equipment alongside the wall, go to the end and then turn right into a separate room with more supplies and an ice machine. Too remote and utilitarian, and not a place I'd ever want to find myself alone again. Nevertheless, I would definitely stay at this Westin again if in Toronto.
September 22, 2013
Rated 3 out of 5 by GL13 a Westin that could be anywhere on Earth
I stay at a lot of Westins, of variable quality, and this one is at the better end of the spectrum. Comfortable room with a sofa and a good desk, though the bathroom was cramped. In-room menu identical to that in a dozen other Westins -- tasty, but can't you try to reflect your geographic and cultural location in the menu somehow? Very friendly staff -- hey, this is Canada! Good location if you need to reach major highways quickly, but harder if you want to explore on foot.
January 20, 2013
Rated 5 out of 5 by Dallas27 Heavenly bed and Great view
Everything from the time I walked out of my car, to the time I left was super! Great customer service, food, gym facilities, event facilities, etc. Oh and the 'heavenly bed' with the water front view!! Thank you!
May 12, 2014
Rated 4 out of 5 by Zed51 Great Hotel Wonderful views
We stayed at the Westin Harbour Castle for 5 nights in May to celebrate my 70th Birthday. Upon arrival there was a queue at reception with only one receptionist on duty who was dealing with a guest that seemed to be being quite difficult and taking a lot of time. After quite a long wait another receptionist appeared from the back & we eventually got checked in, not really a good start to our break. But on arrival in our room things improved, we had a lovely King corner room overlooking the lake, it was very spacious & clean with free bottled water which was very nice. What would have been nice is to have had free Wi-Fi access in the room but we had to pay for it & was quite expensive. We are not in to downloading things it was just to keep in touch with family back home, we did try going down to the lobby to use it but the hotel was very busy & there was know where to sit. We found the Concierge and most of the other staff to be very friendly and helpful, unfortunately the lady in the shop we found not too friendly, I purchased something & on giving her a $5 note which was a bit torn & stuck with sellotape she point blank refused to take it in a not too friendly manner & insisted I give her another one. (I took it to a bank & they said there was no reason for it not to have been accepted)
When we were waiting to leave to return to England a member of staff called Victoria stopped & spoke to us & asked if we had enjoyed our stay we said yes & I told her we had come to celebrate my 70th Birthday, she asked if the hotel had done anything for me & I said no, & she asked if they were aware of it, I said yes as our travel agent who booked the room put it on their initial reservation & I also told the receptionist on checking in. Victoria was a little upset about this & told us not to go away, she would be back, which she did carrying 2 glasses of champagne & a plate with some wonderful cheesecake & strawberries on it with Happy Birthday piped in chocolate, this was absolutely lovely, thank you so much Victoria it made my holiday complete.
June 3, 2014
Rated 4 out of 5 by DON43 Overall, a good stay
Overall, this was a good stay. We were up-graded to a corner room on check-in. Great view from the 30th floor of the South Tower. Although, on check-in, we had declined the "green program", we had a $5 voucher put under our door after the first night. On asking about this, I was informed that we had been registered for the green program. I then had to request that the room be cleaned and serviced. I find this amazing after I had already told them how I could not understand why anyone who paid $200+ for a room would forgo service for $5. Also, on the first morning, there was no newspaper delivered to the door. On calling, I was told they had discontinued this service but placed copies on the floor near the elevators. There were no papers there so they had one brought up. Same thing happened on second morning. We used the Lobby bar for a light dinner on the second night and the regular restaurant for breakfast on the day of our departure. Food and service was good. However, I never cease to be surprised that the breakfast restaurant has no windows or natural light, given the hotel's excellent lakefront location. Check-out was friendly and efficient and our car was quickly retrieved from valet parking. At the moment, the hotel is difficult to access, either by car or by foot, because of the extensive road works in the area. The general roadside appearance of the hotel needs some care and attention: gardens and steps up to lobby area.
May 27, 2014
Rated 5 out of 5 by Snoopy Exceptional Staff
We were here for our company (Hatch) dinner & dance. The check in experience was amazing, I was really impressed when the check in agent came around from behind the counter to personally greet me & hand me my room access card. The valet parking staff were extremely pleasant & helpful.
Finally special mention goes to our server at the dinner & dance. Don't know his name but we were seated at table 19.
Our stay was way beyond our expectations and we will certainly be back.
February 9, 2012
Rated 5 out of 5 by SusanD Best Service
I was a little disappointed with our stay at your hotel - as the room wasn't what we had reserved and there were very loud neighbours in the room next door - which kept us up most of the night. We did phone down and security came but they were still loud. In the morning asked for a late check - no problem. And when checking out, Laura was able to make a decision to help us with the above concerns which was more then fair. Our stay ended on a very positive note. Thank you!
January 22, 2013
Rated 3 out of 5 by GATWIN stay from feb 26-27
poor customer service to my daughter and boyfriend by both the girl at front desk and the manager SAM.Would not let the boyfriend check in and didnt believe that my daughter was really mine. EVEN though room had been prepaid AND i called prior to make sure it was ok that someone else was checking in! I had to talk to Sam TWICE from the Bahamas!They were rude to my daughter and it was unacceptable service anywhere but especially from the WESTIN!
February 28, 2014
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 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 4 out of 5 by mvcboy Great location, Great staff
The staff were very friendly and helpful, and cared for SPG member's concerns. I got upgraded to a corner room without even asking for. Since it was my first visit, I was surprised about the parking fees(valet parking 45), the rep even took away 40 bucks from my meals charge just to make me feel better, that's great customer services I have ever seen!
April 18, 2014
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 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 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 2 out of 5 by mjsl Did not match previous experience, or my expectations
When I checked in at 9:30 pm on a Friday, it took 30 minutes to get to the counter (5 people/families ahead of me,and only 2 staff). Because of the the long wait, the hotel attendant 'upgraded' my room from a 'City View' to a 'Lake View' room, which was a nice gesture. However as soon as I got into my room I could hear (loudly) the wind whistling through the window. The window did not have a good seal, and there was a strong wind off the lake that night. I debated for about 5 minutes, and finally decided to call the front desk and ask if I could change to the other side of the hotel. However, the phone didn't work when I tried to call the front desk. I tried a few times, and then decided to use my cell phone. However, by this time the wind had died down (temporarily it turned out), and I was tired, so I decided to stay in the room. When I used the sink in the bathroom, the drain was plugged, and after running the water for only about 10 seconds, it was backed up, with grimy soap film, and toothpaste floating in the sink. Altogether it was a disappointing stay, and did not match my previous experience at this hotel.
May 12, 2014
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 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 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 4 out of 5 by BoSox Superior Professionalism
I had never been to Toronto before so I knew very little about the city, the hotel, or much of anything else about the area. I was greeted at the front desk by Elizabeth who was an amazing source of information about the hotel, the city, and what to do while visiting. Her desire to make my stay enjoyable contributed to a very succesful series of meetings and a nice stay.
April 9, 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 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 5 out of 5 by Bart123 An excellent hotel conveniently situated.
This hotel has very friendly, helpful staff. It is clean and the beds are very comfortable and the rooms well appointed. It is centrally situated with views over the lake and is in close proximity to the airport shuttle bus stop.
May 5, 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 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 5 out of 5 by Murduf77 A Great Stay!
Check-in was slow, but the man was helpful and told us all we needed to know. We up-graded to a room-with-a view of the lake. Fantastic! Valet parking easy and efficient, but we thought expensive. Paperless check-out good.
May 5, 2014
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 5 out of 5 by Annie26 RICS Americas
We had a 4 Day Summit Conference, with people attending from all over the world, and we did not get one complaint. All of your staff were wonderful!
Thank you for a wonderful experience
May 8, 2014