Rated 1 out of 5 by galafa Very upsetting experience.
I am female and travelling alone. At 5:30 in the morning, someone used a key to try to enter my room. He knocked on the door and when i rushed to the door (being asleep) they asked if i had asked for a wake up call. I was very scared. I called the concierge and was told that it was security and they must have gone to the wrong room. When I looked out the window in the door I did not see anyone. I returned to sleep and immediately received a call from the desk apologizing and offering me a free breakfast. Given that i did not sleep for the rest of the night i actually think that the hotel should have offered me a free night rather than just a free breakfast. This event is what every women travelling alone fears the most.
March 30, 2014
Rated 4 out of 5 by Teddio Harbour Castle
The hotel is very well staffed, located and offers a great place to stay. I did, however, find decor and furniture a little "tired".
March 26, 2014
Rated 2 out of 5 by Sincere616 location
Room was ready when I got there 8pm.
The room that I did get smelt like smoke
The Bathroom walls are dirty, for both weekends that I stayed there...
March 26, 2014
Rated 3 out of 5 by LarryV CLEANLINESS
It look like our room had not been vacuumed for a while since there was food and lint under the bed. There was a also a pile of peanuts on the floor next to the window. However, after we communicated this to the front desk, they did an excellent job of resolving this issue in a timely manner.
March 25, 2014
Rated 4 out of 5 by redmoonwarrior Loved my room
It was comfortable and clean. Missed having housecoats and a docking station in the room though. Buffet food was plentiful and good at our event but was not hot enough. Servers were a bit too ambitious about clearing tables. Front desk service was slow. However, staff was very pleasant.
March 24, 2014
Rated 3 out of 5 by SeanMTX Nice hotel with good location. Too bad the fees are outrageous.
The hotel itself is nice, with good staff and welcoming decor. The rooms were sufficient (my room was very warm, so I had to turn off the AC and open a window).
The main problem I have here is the cost of eating/drinking in the hotel. While I expect to pay a small premium for staying to dine in the hotel, I never expected a $65 CDN bill for 2 breakfasts! Or a $5.65 club soda (out of a gun, not a bottled premium beverage). To add insult to injury, there were no refills on the soda.
I and a colleague had a total of 7 beers, 1 entree and 1 appetizer in the lobby...to the tune of $158CDN. Absolutely outrageous.
March 23, 2014
Rated 5 out of 5 by TMLfan Very nice, comfortable, clean & friendly
Only thing missing was a continental breakfast.
March 23, 2014
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 1 out of 5 by iDroid A Far fall from Grace
After a romantic night out with the wife for dinner and concert, we headed back to our room. While my wife and I were talking before going to bed two gentlemen claiming to be security came to our door and rudely discussed that there was a complaint of 'chatter' and music (my cellphone going off) playing. I received a complaint because my wife and myself were talking within less then 2 feet of each other for what couldn't have been more than 10-15 minutes, but that was not the problem. My issue was with the two gentlemen that came to the door in less than a professional matter. Their demeanour was threatening and aggressive almost as if they were trying to intimidate us. Well it worked, because my wife was uncomfortable for the rest of our stay. A simple call would of sufficed, or even if the 2 gentlemen came and investigated the complaint rather than treat us as if we were hosting a party in our room. They were rude and threatened to kick us out if they had to come back. It was honestly a horrible experience for what was obviously a petty complaint from another guest. We're frequent Starwood guests (including the Westin Harbour) and have never received such poor treatment. It's really disappointing, and frankly makes me rethink staying at the Westin again. I can't even imagine how guests with children must get treated in these situations.
March 17, 2014
Rated 4 out of 5 by queenie24 pleasant getaway
We like Harbour Castle alot. Had to switch rooms (a noisy neighbour) and this happened easily. The bed was a hard - we woke up often with numb arms. We ate at the lounge. Good drinks list! Irish Stew for St Paddy's - not a stew but a bunch of cooked stuff mixed together: boiled whole potatoes, steamed carrots, peas in a white gravy, very stringy meat. Sad effort! Beautiful view to wake up to.
March 17, 2014
Rated 5 out of 5 by Carnoon Adrift at the bar
My overall experience at this hotel was excellent, but one incident made it less than perfect. I am a 66 yr. old female and I was traveling alone. I went to have dinner at one of the restaurants in the lobby and no one was there to assist me in finding a table. I stood in one place for quite a while, and finally I went up to the bar tender and asked him what I should do. He told me to just pick any seat, which I did - not earth shattering stuff, but annoying.
March 15, 2014
Rated 5 out of 5 by boatboy service
outstanding visit in every way
March 14, 2014
Rated 4 out of 5 by waterbell60 Quality of Staff
We have stayed at the Westin Harbour Castle many times over the past 30 plus years. There are certain staff members who have been there as long and still remember your face and welcome you as old friends. Myself & my wife look upon these folks as friends and always appreciate seeing them again and cherish the fact they remember us (out of thousands they must meet). We know from conversations with these folks that they view the Westin as their home and welcome the guest as if they were being invited to their actual home. For this I must say thanks.
Les & Deborah
March 11, 2014
Rated 5 out of 5 by RealEstateRandy Four Day Stay
From the moment I drove up to the valet area, to the last goodbye from the valet on leaving, my stay at this hotel was a wonderful experience. I arrived very tired, but early, and was given access to my clean room immediately. The service was outstanding with all the hotel staff. Our meetings went well, and the conference center did not disappoint. Overall, the service, room, bed, shower and amenities were all fabulous. As someone who usually has a hard time getting a good sleep in a hotel, this was the exception. Thank you Westin Harbour Castle!
March 8, 2014
Rated 2 out of 5 by Jcorvair Great Hotel, less than truthful staff
I loved almost everything about the hotel until it was time to leave. The baggage services desk told me they could get me a car at the same price as a taxi and it would be waiting for me when I left. When I got to the airport I found out that the price was much more than a taxi because the price quoted did not include HST, but taxi prices do. Then the driver could not give me an official receipt. The driver said he could email me a receipt no problem. No receipt has arrived and I called the hotel to complain and they said they would look into it and get back to me. No response yet.
March 6, 2014
Rated 3 out of 5 by Wayne23 Failure to Communicate
Room was spotless and so was bathroom. Could not see a dedicated line at check for Starwood elite. Hallway on 20th floor was very dirty. Room trays in hallway when we checked in at 3:30 p.m. and still there in the morning. Biggest complaint is with accessible parking. Sent two emails to hotel before arriving asking if accessible self-park options were available. No reply. When checking in the fellow at the entrance said no accessible parking was available. Period. So I guess the $45 valet parking is the only option. Really disappointing and a deal breaker. Cannot recommend this place for a conference on universal design that we're planning.
March 1, 2014
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 Roofer1 great experience until we went for breakfast
We stayed one night at the hotel. The room was great. Everything was shaping up to be a great experience until we went for breakfast at the hotel restaurant. The food looked great. Went to take a bite of scrambled eggs and found a large black hair in them. To say the least this killed any desire to have breakfast. Told the server and he said no charge and we left.
February 23, 2014
Rated 1 out of 5 by JOstr Disappointing
Room was OK.
Parking was way too expensive.
We stayed for a dance convention for my daughter. Upon checkin we were told we could get a free movie. The kids got excited to see FROZEN. About 9 PM our first night we turned on the movie for the kids, accepted the charges but got nothing but scrambled. We called down and were told someone woudl be right up. At 10:15 after nobody showed we called down and said forget it - it was too late to start the movie anyways. The kids had to goto bed.
We tried again Saturday night. Same scrambled movie. We called down again and this time someone came right up. He reset our TV and still the same issue. All we got was "Sorry, I can't fix it. I will make sure they reverse the charges". Thanks!
Then on the Sunday we checked out at 11:30. I told the clerk our issue and since we had to wait around the lobby for a bit for our daughter to finish dance he said we would give us free wifi. He said just go ahead and accept the charges, he will reverse them. Well guess what - we got charged $15 and we were only on the internet for 15 minutes. Thanks Westin! Just takes one simple things to reuion an experience and reputation.
February 18, 2014
Rated 2 out of 5 by Mic0099 Too loud!!
I have stated here several times and this was definitely the worst. It was loud....everywhere. The lobby was crazy, the hall to our room was noisy well into 1am, the fire alarm at 7am and the bar area. Starbucks has always been wakeful with their service. Not a good experience this time.
February 16, 2014
Rated 1 out of 5 by Dave1129 Very Disappointed
I recently stayed at the Toronto Westin and was completely disappointed with the service the staff and the room. I stood in line for approximately 15 minutes to get checked in. When I arrived in the room it was dirty, the pull out couch was broken. The Terrace door was left open and the room was freezing. There was such a large draft coming from the door that the room never warmed up. I forgot my BB charger and asked the front desk if I could sign one out. They said no you can give us your phone we will charge it you need to come back in an hour. Nothing like a lack of respect and confidentiality. The room was dirty my feet were black within an hour. Not happy and would to recommend this hotel.
February 10, 2014
Rated 3 out of 5 by Patricia10 Dining/Lounge Service needs urgent attention
The dining/lounge area service at this hotel needs urgent improvement. It is not on par with a top hotel and is not consistent with the Westin experience.
February 9, 2014
Rated 4 out of 5 by Avacodo48 The Westin Harbour Castle more than met our needs
My Husband and I had booked a Theatre Night Package and had chosen the Westin Harbour Castle as our preferred hotel. We are seniors and like to eliminate as many challenges as we can. Staying at this hotel we were able to drive and safely have our car taking care of by valet parking, enjoy a delicious meal at the Toula, take a cab to the theatre and end the night having a night cap.
Room was clean and very comfortable and staff were most courteous. We will definitely choose this hotel again.
February 9, 2014
Rated 4 out of 5 by Mom2314 A nice stay!
We found the staff very helpful, especially the luggage assistance to and from the room. We forgot to bring some items and they were delivered very promptly to the room. Much appreciated. When we first pulled up, there was no staff to help unload our vehicle and park it. We had to ask around. I sense this is not the norm. We ate in the lounge at the front lobby. Daughter was given a used children's menu and used single serve mustard. That was gross. Food was good, but we left the restaurant feeling uncomfortable about some of the practices.
February 9, 2014
Rated 4 out of 5 by Seatac Very good experience front desk was exceptional
The hotel was very nice on par with many other Starwood hotels that I have stayed at. The only confusion was that the room smelled like smoke. Room Service was also relatively quick and they had the usual amenities on hand.
There was a little bit of confusion during checkin and Elizabeth (at the front desk) was able to help me sort it out, and even gave us an upgrade due to the inconvenience. Additionally she was very courteous and professional and was great at directing my friends and me were to go.
February 5, 2014
Rated 4 out of 5 by TurboAJ Engagement Weekend
Only two things wrong with my stay at the hotel.
1. Pillows too soft.
2. Furnace really loud and didn't sleep well because of it.
I stayed here for work purposes in different rooms and never had a problem which makes me believe that it is only a room specific problem.
Staff really went out of their way to accommodate me and my fiancé during our special evening.
January 26, 2014
Rated 3 out of 5 by Travelstoomuch001 Was ok, could be better...
The staff was incredibly friendly all except one night while in the lobby bar. Banquet staff were great for taking care of everything we needed during our meetings.
Biggest downfall was not being able to have a shower on the morning I was leaving. (No hot water) Really made the travel home rather uncomfortable.
My room was sort of clean, the carpet was covered in hairs. The bed was not very comfortable and the pillows were bad. It was not anything great.
Pool and hot tub were nice after a long day. Bellhop staff was amazing.
January 26, 2014
Rated 2 out of 5 by Mage Hotel and Staff Lacking
The room was TIRED and DIRTY with cobwebs hanging from the wallpaper and crown moulding.
The mattress was hard and the pillows small and too soft. Perhaps the worst hotel sleep of my last fifty trips.
The breakfast buffet was OK but the room felt like a cafeteria. The lobby was freezing cold due to the outside temperature and did not seem controlled. The upstairs restaurant lacked any fine dining ambiance altho the food was quite good.
January 24, 2014
Rated 5 out of 5 by Islandgirls6103 Great service
I have stayed at this hotel several times but this last visit was especially outstanding.
Kudos to ALL of the staff. !
January 22, 2014
Rated 5 out of 5 by BK77 Great view, Great Staff = Great weekend
On arrival we were welcomed promptly by a great young man named David who registered us quickly and even made our 6 year old's day by offering a room with a view of the lake and a free movie! The view was great and the bed very comfortable. The pool was great with a view during the day from the fifth floor of the harbour and at night I was able to watch the Leafs win from the pool side tv.
On check out all the staff were very attentive and very interactive with our son including the baggage and valet.
January 21, 2014