Rated 5 out of 5 by VinsonSE Very nice beds
Best sleep ever at a hotel and the bedding and pillows were so comfortable !
March 17, 2013
Rated 3 out of 5 by Molly It was okay
I thought the lobby was much nicer then the rooms. The rooms were okay, but not what I was expecting for an expensive 4 star rated hotel. I was kind of disappointed when we opened the room door. As well, please look at the baseboards under the bedside table, ++ dust down there, which hasn't been wiped in some time. Nothing really bad about the hotel, just another hotel room.
March 16, 2013
Rated 4 out of 5 by TonyW Great Service
This Westin is excellent in terms of service and staff. Very clean facility that matches Westin standards.
March 15, 2013
Rated 5 out of 5 by Mellissa37 Great night spent in Toronto
My kids and I were all impressed with The Westin Hotel in downtown Toronto. The location was perfect and the amenities many. Thank you for making our stay a great success. We'll be back!
March 14, 2013
Rated 5 out of 5 by OntarioTeacher Beautiful and Clean, Great Lake Views
I recently stayed at this Westin for 3 days for an Annual General Meeting. The room was tastefully decorated, the cleanliness was thorough and consistent, the staff unobtrusive and very helpful. I forgot my toothbrush and had to buy a very expensive toothbrush at the gift shop :O) but apart from that, overall a very satisfying experience. Exactly what I expect from a quality hotel. Would definitely return, and would definitely recommend.
March 12, 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,
March 12, 2013
Rated 1 out of 5 by Cacks Terrible all round.
My wife, 4 children and I stayed for 5 days at the Harbour Castle for a confrence. We were extremely disappointed with the customer service of the hotel, ammenities offered, and the overall money grab that this hotel pulled. The very first thing we noticed was that internet was not offered, rather it was an extra fee each day, it was supposedly free in the lobby but it never seemed to be working properly when I tried. And it was not offered in the main confrence/meeting hall either.The business office was full of computers that you could rent per minute....brutal.) During our confrence banquet the wait staff were rude to our table, and splashed salad dressing all over my wife and several others seated, then didn't apologize or acknowledge what had happened. The room TV was broken for our entire stay. They had a kids play room that was always locked and several staff had no idea about it or where to find it, and when we did find it, our room keys wouldn't open it. Lastly, when checking out I was accosted in my room by a hotel employee who first rudely told me to wait as he used the room phone, then demanded to know what had happened in the room, when I told him that my wife and 4 children under age 7 had stayed in the room he didn't believe me. I was appalled. To sum up, an overpriced, money grabbing hotel! A terrible experience.
March 12, 2013
Rated 4 out of 5 by ridgeway07 Comfortable hotel
It has a great summer location.
The roms were comfortable and I was very pleased with the care taken to clean my room
I was disappinted that the hotel continues to charge for internet service.
I enjoyed the pool area
March 12, 2013
Rated 5 out of 5 by Aloush Amazing
I stayed here for a weekend getaway with some friends in Sept 2012.
I have stayed at this particular Westin about 3 times already and I must say it gets better every time I go!
There was a problem with the room at first (Housekeeping did not clean the room yet.) And because of the confusion I was upgraded to a suite.I did not ask for it, nor was I expecting one. I know mistakes happen and I didn't make it a big deal. They really went out of there way to make sure we were happy. They truly make it an experience every time I go.
Thank you for always making me feel at home where ever I stay!
March 11, 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.
March 11, 2013
Rated 5 out of 5 by Khandan Great hotel
I spent two nights at Westin and it was one of the best hotels I have ever seen. Clean room, nice lake view, great air conditioner, high quality shampoo and soap!
The only issue I had was the check out time that is at 12:00 noon. Usually hotels let their guests to have their lunch before they leave the hotel.
Anyway, I highly recomand it to anyone who needs a great hotel and price is not a concern for him/her.
March 9, 2013
Rated 4 out of 5 by Outrunner Huge and comfortable facility
The location is nice, as it's right at the waterfront. Even if you get a city view rather than a lake view, you're still doing just fine. You're far enough away from the hustle and bustle of the city, but close enough to walk to it all, or to public transit. It's Westin, so expect the luxury and little extras which make it a great choice. If you're SPG Elite, you'll likely get your room upgrade, which is the most important, I think, but don't expect a lot of recognition otherwise.Overall, a good choice.
March 8, 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 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 Sando Poor wifi
The hotel was beautiful with above par expectations re the food and facilities. That is, with exception of the in-room wifi. I generally gave up waiting for a connection as the time (greater than five minutes) far exceeded my needs. Fix that and the hotel becomes a 5 star.
March 3, 2013
Rated 4 out of 5 by Mare BUSY
The upside...Stayed overnight at the Westin as part of a "Wizard of Oz" package. Overall pleasantly surprised with the massive size of the hotel, front staff service, and overall cleanliness of accommodations. The downside... Must of visited on one of the busiest nights at a hotel that I've ever experienced! NO VALET service??? Full parking facility??? Was willing to pay extra just for that convenience but ended up having to drudge though construction obstructions and freezing temperatures to park at a lot that was PACKED!!! Worst part! Took almost 1hour by the time we arrived to find out there was no valet service available, purchase a parking ticket, going to the lot a block away, drive around aimlessly looking for a spot, walking back, checking in, wading through the crowds of people to the elevators and finding the room. Exhausting.
March 3, 2013
Rated 5 out of 5 by William64 Wonderful Place
I've stayed at this hotel several times during the past year. It feels like my home away from home. The staff are first rate. I'd recommend this hotel highly!
March 2, 2013
Rated 5 out of 5 by BrooklynTom21 Good hotel
Loyal to SPG hospitality
I will probably not do another review because it became annoying asking me for too much information that I did not want to do anymore
March 2, 2013
Rated 5 out of 5 by jake Great
Room and view was par or below. Staff was exceptional ! The staff made this trip perfect !
March 1, 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?"
February 27, 2013
Rated 5 out of 5 by shmfan Fantastic Staff and Great Room
Even though the hotel was hosting a major event the night I stayed, because I was an SPG member (not even Gold), they let me jump the line completely. Everyone was so accommodating and nice. The Starbucks girls were fantastic and truly entertaining at 7 am when I was sick. I've stayed at many competing hotels with Westin and this is definitely my first choice for my next stay.
February 27, 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.
February 27, 2013
Rated 5 out of 5 by Rollingjones Service in this hotel was excellent
I have stayed in top hotels all over the world so it's a little hard to surprise me but Westin Harbour Castle did just that! From check-in with Sean, who went out of his way to ensure I had a nice room, to the room service which was extremely quick and efficient to the room service menu which had very healthy food. I had a bad cold and really needed a place to stay warm and comfortable for my demanding trip. Not only did I get that but I also had a perfect view of the lake and nourishing food which helped make a tough business trip much better. Thanks to the staff at Westin for being so good at what you do!
February 26, 2013
Rated 5 out of 5 by BMODave Never disappointed
I feel the stress leave my body the minute I enter the lobby. I've never been disappointed by anything or anyone here.
February 25, 2013
Rated 1 out of 5 by Elaine Visit
The pool was warm and clean. The staff friendly.
February 25, 2013
Rated 4 out of 5 by jhuang Like the room layout
great view of the Toronto Islands. Love the lounge sofa in the room. Had a great night of sleep in the extremely comfortable bed.
February 24, 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.
February 24, 2013
Rated 5 out of 5 by leadedge As good as it gets!
We found The Westin Harbour Hotel to be one of our favourite all time hotels, and we have stayed in many!! The staff was fantastic, valet parking was very easy and the rooms were clean and very comfortable. Location is perfect, with just a short walk to the ACC and Hockey Hall of Fame! My top criteria for a good room is a clean bathroom with a good shower and The Westin's showers are awesome!! The staff made you feel like you were royalty and my kids loved getting their Kids Club bags with the sun-hats! We will be staying here every time we visit Toronto from now on!
February 24, 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.
February 23, 2013
Rated 3 out of 5 by Sally21 Very comfortable
Hotel and staff at registration were excellent. Room was very comfortable. Food at the award dinner was great, would have been excellent if it was hot. The only disapointment was the buffet breakfast the next day... staff meandered to our table or didn't come at all, coffee tasted burned and the food was cold. This was unfortunate as this is our last impression.
February 22, 2013