Rated 2 out of 5 by Brapps Great staff, great location, poor dining
I spent 5 nights at the Westin Harbour Castle near downtown Toronto, and couldn't get over how friendly and accomodating the staff members were. Everytime I had a question or inquiry, they were quick to answer in a polite manner.
The bedroom I stayed in was on the 32 floor, and had an impressive view of the harbour, while being very clean and well organized.
I truly wish I could continue raving about this place, however, the minute I sat down for a meal (other then breakfast) I was immediately dissapointed. I tried several different menu items, and every single one was well below the standards of what the Westin Harbour Castle should be capable of. By Wednesday afternoon I had had enough and deicided to eat anywhere but there.
Overall, I must say I was my experience was mediocre. I truly did expect more...
18 de junio de 2013
Rated 2 out of 5 by fandango Not a typical example of a Westin Hotel
Have stayed here before, never had a problem. This time the room was dirty, mold growing on the bulkhead (air conditioning duct?), baseboards were dirty, baseboard heater in the bathroom had a deep layer of dirt/dust on it - the kind you can write a message in. Dent in the wall where the closet door handle had hit, huge stains in the hallway outside the door etc. Not happy.
17 de junio de 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.
29 de mayo de 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.
27 de mayo de 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!
19 de mayo de 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.
14 de mayo de 2013
Rated 2 out of 5 by Henry27 This hotel is nice.
The staff were overall very friendly and helpful to us. We didn't like the fact that the fridge didn't keep our food /drinks cold,only free Internet access for a short period each day and our room wasn't cleaned most days until late evening each day.
7 de mayo de 2013
Rated 2 out of 5 by Leader1 Staff were not helpful
Staff were rude and was not told about construction.
6 de mayo de 2013
Rated 2 out of 5 by smcgill room
I was very underwhelmed with my room. it was not us to the usual standards of other Westin hotels that I have stayed in.
28 de abril de 2013
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.
22 de abril de 2013
Rated 2 out of 5 by MrCrC $$$ lots of extra charges
For the cost of the room I just felt nickel and dimmed to death. All the extra charges added up to the cost of the room for one night. $40 a day for parking and the $10 a day for Internet access. Plain and simple greed. I will not be back.
29 de marzo de 2013
Rated 2 out of 5 by alphadawg hot room
The airconditioning was not working in my room. It was brutally hot and uncomfortable
23 de marzo de 2013
Rated 2 out of 5 by Tojo Poorly Executed Customer Service and Customer Aftercare
I booked the hotel room 5+ months in advance for my wife and her cousin as they were attending a Pink concert at The Air Canada Center. Everything was done well in advance for it was all given as a Christmas present.
They arrived at 3:30 pm and their wasn't a room for them per the booking I had made. They were placed in a room with one bed (booked two) and essentially told to deal with it.
My wife called me.... (I'm 2500 miles away) to explain her situation. I had to make 3 phone calls to get a hold of someone (on hold for a combined total of 45 minutes) to work on rectifying the situation. Was immediately informed, after voicing my displeasure, that my wife and her cousin will be given the correct room.
My wife is now embarrassed beyond words.
Their evening passed without incident with my wife informing me that the rooms were lovely. Well appointed with a very nice view. Problem solved for the moment.
The next day arrives, it's time for breakfast. My wife and her cousin head to the restaurant as I'd breakfast included with the booking. Upon completing their breakfast, my wife was presented with a bill. She knew that breakfast was included and informed her server. She was told that no, they were to pay or it was being charged to the credit card they had on file. My wife's not one for public confrontation and was therefore again embarrassed in the restaurant by a less than respectful staff member. She informed the server "fine, I will simply let my husband know and he and the hotel will deal with it." So again, my intervention was required for an issue that shouldn't have been.
My wife arrived home and called me to inform me of this in a single story as opposed to bits and pieces from the hotel and I am quite disappointed.
Primarily for the hotel staffs treatment of my wife. Secondly, for their lack of professionalism in dealing with their customers concerns and bookings.
After getting off the telephone with my wife, I contacted the hotel to express my displeasure with their method of treatment in looking after my wife. Jeff, the gentleman with whom I spoke at The Westin, was yes, apologetic but unwilling to offer any explanation to why this had to be such a challenging endeavor.
I then noted that I was overcharged on my bill and informed by Jeff that my wife must have left a tip. I knew he was wrong as my wife will not tip those undeserving and I can assure you she is a proponent of gratuities. As my wife had informed me, speaking sense with the staff there would get you nowhere.
I am now left with a disappointed/embarrassed wife, an overcharge on my bill, and disdain for those who took away from what was intended as a wonderful whirlwind trip to Toronto.
Thank you very much Westin Castle,
12 de marzo de 2013
Rated 2 out of 5 by Kathy46 Disappointed
We arrived to find no valet parking. The room wasnt clean, and missing amenities such as shampoo. Called desk for foreign exchange, and unable to assist as well as stood in line to book 2 rooms together for 20 minutes.
11 de marzo de 2013
Rated 2 out of 5 by NOTSPG01 NOT GOOD
UPON ARRIVAL AT THE CHECK-IN COUNTER, THE FIRST QUESTION ASKED WAS IF I WAS AN SPG MEMEBER. I REPLIED "NO" .THAT IS WHERE THE CONVERSATION ENDED AND I FELT AS IF I NEEDED TO HAVE REPLIED "YES" IN ORDER TO GET ANY ADDITIONAL CONVERSATION FROM THE CHECK IN EMPLOYEE. WHEN I POSITIONED A FEW QUESTIONS TO HIM, HIS REPLY WAS SHORT AND ABRUPT. I ACTUALLY FOUND MYSELF APLOGIZING TO HIM AND STATED "I AM SORRY, SHOULD I BE AN SPG MEMBER?"
27 de febrero de 2013
Rated 2 out of 5 by KelsterMania Westin Harbor Castle
Unfortunately we were disappointed with our stay as this property is in serious need of upgrades and improvements. The sofas in the lobby/lounge area are very old and dirty and the rooms although functional show their age.
The cost of breakfast was also outrageous. $27 for a breakfast buffet that had an average assortment of selections is almost as much of an insult as the $6.50 for a bagel that costs less than $0.40.
27 de febrero de 2013
Rated 2 out of 5 by Bluebell Attention to Detail Please
My Company has just chosen The Westin Harbour Castle as our new hotel in Toronto and i was looking forward to coming here as i enjoy staying in Westin Hotels.
We arrived in the evening after a long tiring flight to be met with having to lug our cases up a large flight of stairs unassisted. I had too much luggage to be able to carry them up together, therefore had to make two journeys. This meant having to leave some luggage at the bottom unattended whilst carrying the case up. Then leaving the case at the top unattended whilst going down to get the rest. On my last trip up the stairs i saw a small black inconspicuous phone on the wall saying call if assistance needed. Bit late by that time. I appreciate that building works are taking place at the entrance however, in my opinion, this does not excuse the lack of forethought or attention. Your bell captains must be aware of the situation and station assistance at the bottom of the stairs to assist your guests. The stairs, although salted, were steep and dangerous and not the welcome i was expecting from such a prestigious brand. On leaving the hotel (as no assistance was offered by the staff) I opted to use the fairly steep ramp down to the road, however, this then entailed having to walk on the road (no pavement) getting in the way of traffic to get to our transport. Also not an acceptable option.
Upon reaching reception, we were met with overly loud 'relaxing' music which was so bad we could hardly hear each other speak. We did ask for it to be turned down and this was done. Again, not the welcome i was expecting.
My room, however, was nice and i had a fantastic view over the harbour. Lovely bed as always! Shower bit low for me.
The Starbucks was only open for a short period in the morning only; i would have liked to have a coffee and sandwich in the afternoon. There are no decent coffee shops within the vicinity and i do not understand the need to close it during the day.
The gym was well kitted out and appreciated. I am very tall and the ceiling height is low; this felt restrictive whilst on the CV equipment.
Overall the stay was OK but i expected more and i do hope that the issue with the stairs leading to the entrance is addressed before someone is seriously hurt.
24 de febrero de 2013
Rated 2 out of 5 by SG1980 The hotel needs improvement
I stayed alone in room 714 this week and I was disappointed with the service and the hotel. The phone instruments in my room didn't work. I wasn't informed that I am getting a room with a special needs washroom. The water would flow out to the rest of the floor b/c there was no bath-tub and the shower curtains were too short. My cooler didn't work, and when I asked for a bar fridge the lady replied to me that I will be charged extra, when I have never paid for a mini fridge in any of the other hotels in North America. We weren't informed that WiFi was charged, when many of the small coffee shops and big hotels have free WiFi. There was too much noise from the room next to me. I couldn't sleep the first night of my stay there.
The food catered at the conference was good. The fitness facility was decent.
23 de febrero de 2013
Rated 2 out of 5 by DisappointedMom Not at all impressed.
When I booked this hotel, it was for my sons 10th birthday. We choose this hotel because it appeared very nice online. However, when we got there, the pool was closed for 5 days (which noone informed us about until we checked in).The pool is the main reason we choose Westin.
When checking out, one of the men who bring lugguage in, said to me:"are you going to move?" I didnt realize I was in his way............excuse me would have been nice.
19 de febrero de 2013
Rated 2 out of 5 by Canucks604 Below expectations
I've enjoyed my stays at Westin and prefer to stay at a Westin when on business. However, this hotel was not up to par. The hot water in my room was intermittent, leaving me standing in a cold shower more than once. But what really got to me was the level of service in the lobby lounge, nothing short of disgraceful. Unless these issues are rectified I will not be returning.
17 de febrero de 2013
Rated 2 out of 5 by Bern Staff not freindly
Staff not freindly and hotel takes the liberty to add charges that are not authorized by the guest. will never stay at this hotel again.
11 de febrero de 2013
Rated 2 out of 5 by Zac85 Never Again!
Room size was average for the $300 I had to pay! In addition to the extra $40 for parking. No WiFi i or breakfast included after i was told it would be when I made reservation! The only thing decent about the room was the view.
6 de febrero de 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.
1 de febrero de 2013
Rated 2 out of 5 by Terry48 poor layout in main hotel entrance area
front lobby was very very cold to the point where you [or I in this case] could not sit there and enjoy a drink or any food. I felt sorry for staff who where freezing. This was a result of the cold outside and the location of the lobby bar/restaurant to the front doors.
27 de enero de 2013
Rated 2 out of 5 by Westin9 This hotel was always great!
This time we did not enjoy our stay. The elevators were all very dirty and looked old and damaged, not a clean welcome. The room was OK, but the bathroom is updated and OK but was not clean. The bed had a smell of chemicals of some sort.
21 de enero de 2013
Rated 2 out of 5 by Towanda Never Again!
As soon a we got into the room, noticed a dirty towel had been left on the bathroom floor. Called CS and they apologized and removed it. Sure sign that the bathroom floor was not cleaned after the last guest.
The next morning I went to make coffe and noticed that only decaf packages were in the slot. Another sure sign that housekeeping had no attention to detail. This was also the case the second morning.
When I was packing I bent down to look under the bed to ensure nothing had rolled under - and I was absolutely discusted ...giant dust bunnies, along with other visbile "things". I am so grossed out, having had to spend two days in that room.
Also shocked to see that Internet was not free! Was told by staff that all Starwood hotels charge for Internet. will ensure I do not select Starwood for any future stay.
Was there for a convention - the hotel was busy - pool ran out of towels, and the backage storage was too full to store our bags. Was obvious the hotel is not equipped to handle this type of business.
Had a long shower when I got home! Was surprised that a hotel at this price point would not have been clean and better able to handle a volume of customers.
This was a personal visit, but I do travel a lot for business, and will make a point of removing this hotel chain from our company list.
A friend made the same stay - she complained about the internet and they gave it to her for free -here's a little customer service advice - always assume what you do for one will be public knowledge, and don't bend over backwards only for customers that complain.
And having to drive a block to park my car, and then haul all my luggage that you couldnt store was really inconvenient.
What a lot of work it was to stay at your hotel.
14 de enero de 2013
Rated 2 out of 5 by tjda Not happy
I am a Gold member and was put ina room right next to the elevator. Not sure if it was the floor I was on, but I could hear the elevators going up and down all night. Also, wifi was not working in room or hallway. I called front desk and they sent me to tech support. Tech support told me there was nothing that could be done and blamed it on the elevators possibly interfering with wifi connection. There was also a conference in the hotel and had to wait 10 minutes every time I had to use the elevator.
10 de enero de 2013
Rated 2 out of 5 by Binrob62 Not up to Westin standards
I normally stay at Westin Hotels and this one must have been one of the worst. This is really a 3 star hotel at best. I could go on and on but it would only make me more dissapointed.
20 de diciembre de 2012
Rated 2 out of 5 by bobby48 Guest service deficiency
Facilities were comparable with other hotels in that market price. However I am very dissatisfied with having to pay excessive daily wifi rate to have internet service in my room. To leave the comfort, safety and privacy of my room and move to the public lobby is not acceptable. Non payinging guests can use it for free, and paying guests are required to go to the lobby for a service that is free in most coffee shops. Makes wifi devices without data plans useless. Not impressed.
28 de noviembre de 2012
Rated 2 out of 5 by Ggggggg Poor adherence to ANY standard let alone that of a Westin Hotel. Shame, Shame, Shame
Fitness Centre improperly managed - was dirty, dangerous and under staffed
Surly reception man named Jeffery on some kind of power trip
Tired old rooms
General lack of professionalism in every department - an apparent lack of training
Housekeeping having conversations at FULL volume outside my door
Poor recognition of loyalty ( see surly reception staff)
18 de octubre de 2012