Rated 5 out of 5 by Sammy appreciated front desk interaction
I would like to recognize Leila at the front desk during our check in, which followed a tiring 5 hour drive. She was efficient and accommodating in meeting our needs, despite us being anxious to get to our room. Attentive customized service, thx!
December 22, 2011
Rated 4 out of 5 by Jimtraveller A good stay.
Lake view was nice.
Welcome gift was great.
Front desk staff was wonderful.
The points deducted: the star points, stay/night recognition were missing until calling them a week later.
July 1, 2013
Rated 5 out of 5 by sppro great stay
Great stay the hotel went above and beyond to help me make the night special for my fiance and I...only issuse was check in which took quite awhile but i think the clerk may have been new so i wont hold that againts them and also an issue with my key card not working but whatever it was ok. View from my terrace room was nice...I will say that the website does not do this hotel any justice. Its way nicer than the pics suggest they need to fix that.Its an amazing hotel and should be shown that way. Toula was beautiful also with great views and the manager im not sure his name was incredibly helpful.
June 15, 2013
Rated 3 out of 5 by Mike rested?
I had a pleasant stay, as always at the Westin but for one horrible night. My young neighbors were quite noisy. In fact, most of the party animals that were there were not hotel guests.At least a dozen teenagers talking loudly, going in and out of the room kept me awake til 4:30am...I called security twice. The second time, the security guard had a hard time throwing these young folks out of the room... can't there be a better control of undesired visitors? Can't you send more than one guard when such a situation occurs? As a preferred guest, am I not entitled to a normal night of sleep especially before a long day of work? What can be done to prevent that this episode doesn't happen again?
April 29, 2013
Rated 5 out of 5 by BevM Fantastic Stay!!
I stayed at this hotel over New Years. It is not my first choice in Toronto due to its location. However, this year it did not disappoint.
The beds are extremely comfortable. The hotel took my three reservations and put them together so I did not have to change rooms or keys. My suite upgrade was great. All of the staff were fantastic.
My only complaint is that the air unit in the hotel is extremely loud. I could not turn down the fan volume and still get heat. I could hear the TV on volume 11 when the fan was off, but could not hear it at 33 when the fan was on. That is a little crazy.
January 15, 2014
Rated 5 out of 5 by jennyjenny1 above and beyond
I don't write reviews often- something has to really spur comment. Staff at the Westin were tremendous. My kids (stayed one night with three aged 6-13) are convinced that the guy at the front desk must really like us. Chocolate covered pretzels were in the room after a long walk back from the theater and backpacks with goodies given when they went to say thank you. Baggage attendant gave us a great dinner recommendation when concierge was unavailable. Valet cashier helped with parking when we were going to harbourfront. Really nice genuine service that made our trip wonderful. Thank you!
August 9, 2013
Rated 5 out of 5 by ForddidGreat great location
very good hotel for walks out doors, along the water, close to many entertainment venues
October 5, 2014
Rated 5 out of 5 by Karyn24 Great Hotel
This was my second stay, the first being 4 years prior. Was very impressed with the check in and the fact that the lady on the front desk looked into my history and new I had stayed before and they had already linked my SPG details (these hadn't been included on the booked from our conference organiser). The rooms were great and the bed so comfortable - the only down side was the construction going on the roads outside during the day, but this is outside the hotels control and most guests woudn't have needed to have a nap during the day. We had an evening function at the hotel for our Fiji Tourism group and they handled everything perfectly. Would definitely recommend and we will be back again next year.
April 28, 2013
Rated 1 out of 5 by VERyAngryAtWestinHarbour Could not watch Hockey via TV for two days
The cable was down for two of the three days i was there, and had to leave the hotel and go see the game somewhere else which was pretty annoying. When you're paying $200 a night to be staying for a conference, a little TV to unwind and de-stress seems to be a norm. I went down twice to be told that they are working on it. I couldn't even add my hdmi cable to the existing TV's to at least even stream off my iphone. BTW they charge 40$ for internet in your room for the two days. Rooms were of nice size and clean, but who would have thought having no TV could cause so much stress. So much for unwinding while away. I'm a strong believer of you get what you pay for and i feel cheated and it's already been a day.
May 2, 2013
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 mojave3ooo Fantastic Stay! My favourite hotel!
Had another wonderful stay at the Westin Harbour Castle! Stayed from Jul 20-22, 2014 and had a lovely room with a terrace. The bed is SO comfortable. I don't want to get out of it! Breakfast buffet is wonderful. I know all of the servers and the chefs - in particular Dan Bell and Narinder are amazing! I always get a tour of the kitchen and a chance to catch up with them. I look forward to the next stay and thank you for a wonderful time.
July 23, 2014
Rated 4 out of 5 by Jocelyn23 Great spa
Always have an amazing sleep a the Weston Harbour Castle and the food is exceptional, cannot wait for my next visit. We did have an issue with the card not opening the door but that was quickly rectified by the staff. Also the bathtub didn't drain after my husband had his shower. But over all we had a great stay.
September 29, 2014
Rated 4 out of 5 by mike301 Pleasantly surprised
I enjoyed this stay much more than my previous stay at the same hotel a few weeks ago. Granted, last time I was here during the week, perhaps the vibe is more relaxing on a weekend, but I really enjoyed my stay here this time. My room was a lake view room in the south tower, which I found to be more pleasant than a similar room in the north tower. I enjoyed a great salad in the lobby bar (service was not perfect but well intentioned). Room was very comfortable and clean. Proximity to the jogging trail on the lake and the Rogers Centre was a plus. The surrounding area (Queen's Quay) is very much a construction site, but the area will no doubt be even more appealing afterwards. It would be a nice touch if this hotel offered mini bars instead of having to call room service, that seems like a step back compared to hotels that have mini bars. Also, as others have commented, much of the hotel looks like it's from the 70's, but the rooms and hallways are modern and contemporary.
All in all a great weekend getaway, and an improvement over my last stay.
September 30, 2014
Rated 5 out of 5 by Hass Fantastic Hotel on the water
This hotel has it all between the food and the location. The view was amazing from our room and we will be coming back next year.
September 30, 2014
Rated 5 out of 5 by Pineda1 pERFECT PLACE FOR DOWNTOWN tORONTO
Staff are excellent specially Jin, Gerrard, Romel and the twins in the evening restaurant.
Would love to come back again.
September 30, 2014
Rated 1 out of 5 by Jacquix4 This hotel is old as are the people
First you get the sense of how old this place is when you enter the elevators. They are so dirty. Then you enter the room and you are greeted with that old room smell.
We were there for a conference and I feel the hotel was not equipped to handle the crowd.
On our second day we had to request when our room would be cleaned at 4:30 in the afternoon.
No fault to the hotel there was a soft fire alarm at 12:30am Saturday night/Sunday morning so we exited the building. When all clear we could not take the elevators to our floor because they could not reset them. We climbed 19 floors at 1:00 am.
When we left I was emailed 4 invoices for different amounts and I still have not got to the bottom of that or do I know how many times they took payment.
January 15, 2013
Rated 1 out of 5 by SCG1977 Dirty Room
•bugs yes bugs alive and dead some actually stuck to the walls
•used tooth picks on the floor
•paint flaking off.
•mold in the shower
•blood on the bed comforter
• sticky furniture
•dust on the trim ( a lot of dust)
•the best part dehydrated chicken skin on the floor that my 2 year old picked up
I can't even begin to tell you how angry I am. This is not at all what one expects form SPG. Any one of the above is enough to be disappointed, but combined is what I would expect from a $25.00 motel.
May 26, 2014
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 5 out of 5 by VIA1fan Got a fantastic upgrade
Pleasant mini-vacation to Toronto and as usual, stay at the Westin Harbour Castle Hotel. This time I used my VIA Preference card to request an upgrade. Wow - a spacious room with a balcony overlooking the lake. Watched the boat traffic and really liked watching the plane activity at Toronto Island Airport..
Always like to spend the mornings with exercise and the afternoons with some sort of culture. Achieved both hiking around Toronto Island and taking in Tap Dogs at the Alexander Theatre - all within walking distance of the Westin.
October 4, 2012
Rated 5 out of 5 by Carm69 This Hotel has great features
This Hotel is a great place for relaxing or for business functions.
September 29, 2014
Rated 4 out of 5 by Rob395 Going down hill
Staying at this hotel on at least a monthly basis for 15 years I've noticed that the cleanliness of the hotel has gone down hill. Outside my room was a room service plate cover and a plate on the floor which stayed there for 24 hours despite housekeeping passing it dozens of times. Around the corner were four wine glasses on the floor again for 24 hours not being picked up. The sauna was out for my entire stay with no sign indicating it was being repaired.
June 20, 2014
Rated 4 out of 5 by Thinktwice Check your checkout time
Overall I was pleased with the hotel. However, the main reason I stayed at the westin was the extended weekend checkout at 3pm. I had to fight for this checkout time. The person at the front desk advised me that it is based on hotel availability. I had planned my day for a 3pm checkout. This was upsetting and ruined my whole experience and stay at the hotel. I will think twice before returning.
July 7, 2014
Rated 5 out of 5 by Lilydee Can't wait to return
Loved the "Westin Harbour Castle, Toronto". It's truly a resort type destination. My room had a wondeful view of the harbor and Toronto islands. It was extremely clean as if I had cleaned it myself. It was also a very quiet room and I felt as if I was alone in the hotel until I went to the lobby. I heard no hallway noise or running water from the other rooms. Oh and I won't forget the room service and excellent dinners. It was top of the line. I am planning to return as soon as possible. PS - My dog loved it also.
June 1, 2012
Rated 5 out of 5 by Pedroboy Love this hotel!
We always enjoy our stays here, but this stay was particularly nice because of the beautiful corner room that we were assigned. This hotel really knows how to treat SPG Gold members well and have won my loyalty by doing so. The location of the hotel by the lakefront is such a treat in the summertime !
July 15, 2014
Rated 4 out of 5 by NikkiMtl Nice Hotel-Staff Not as accommodating as they could be
Great, convenient location. Nice, clean rooms. Wish they would have done more to accommodate my request for a King size bed. They claimed there were none left but a colleague checked in minutes after me and was given a King sized room without even requesting it
July 18, 2014
Rated 4 out of 5 by Bongonicko One small glitch!
On checking in to the hotel I was invited to opt in to the environmentally friendly plan in return for a $5 per day voucher. I did and I expected my room to be cleaned daily and get a change of linen after the 3rd day. Neither of these things happened so on check out I enquired and challenged the fairness of the plan. I got a small discount off my account, nowhere near the savings the hotel made by not servicing the room.
June 18, 2014
Rated 5 out of 5 by JagJit Great Toronto Experience!!
We stayed 2 nights last week and the hotel exceeds my expectations. The staff was very friendly and allowed us to check in early since we were with kids and complimentary upgrade to Harbor view room, Wow! Kids loved the entire stay and Thank you so much making our stay a wonderful and amazing stay!!!! We will definitely come back again and stay here again. I wish I could remember the name of the person who we did the check in with because it all started with his warm welcome to Toronto!! Thank you again
August 21, 2013
Rated 3 out of 5 by VIA1fan Beware of upgrade offer
I always stay at Westin Hotels when I travel, and my latest trip to Toronto was at the Westin Harbour Castle Toronto. I was offered an upgrade to a corner junior suite which gives an unobstructed view of Toronto harbour and island airport. I was not happy to find myself in the North Tower with an obstructed view of the lake. If I had known before hand that upgrades place you in this tower, I would never have applied. I have learned my lesson. Never upgrade online, always wait until you get to the hotel.
May 10, 2013
Rated 5 out of 5 by Irighgirl A little Oasis...
With our house under construction, I decided LAST minute to book a night away for me and my husband - a little stay-cation because I actually live in Toronto. The Westin had a great rate so I booked it not knowing what to expect. All I asked of the staff was a quiet, cool room. When I arrived, I was immediately upgraded (without asking for it) to the 30th floor with a waterfront view. That night we slept like babies and kept saying what a GREAT way to spend a night. Thank you Westin Harbour Castle!
June 26, 2012
Rated 5 out of 5 by Rob47 Lovely Stay
We recently stayed at the Westin Harbour Castle as an add on from a business trip.
Bin Sadoon and the staff at the Westin are top notch. They are extremely courteous and helpful. We received 2 rooms overlooking the harbour and our boys were just thrilled to see the airplanes coming in and landing. The rooms were very clean and comfortable and the hotel very accommodating. We booked at the last minute so we didn't know what to expect but we were pleasantly surprised how everything worked out.
I would highly recommend this hotel for anyone coming to Toronto for a stay whether on business or on pleasure. It is close to almost all of the attractions in downtown Toronto, most of which are within walking distance from this hotel
Stay at the Westin Harbour Castle, You will not be disappointed.
October 30, 2013