Rated 5 out of 5 by Stallian Great location and friendly staff
I highly recommend this hotel the staff are friendly and very helpful.Special thank you to cindy and her staff on handling situations efficiently and taking good care of my wife and I on our overnight stay.Have stayed in this hotel in the past and is still one of our top favorites in the city. We will be returning soon.
December 11, 2014
Rated 2 out of 5 by Nicole68 First time and Last time
When I arrived I was very impressed with the overall appearance of the hotel and was looking forward to my stay. Check in was not bad I was offered free internet with becoming a preferred member which I accepted but had to ask for a room upgrade which is usually offered at all hotels at check that I have been to. Nonetheless I requested an upgrade and was given one.
The next morning my fiance and I left the our room at 11am to go do some shopping and have lunch. We returned at 4:45 to a room the exact same way we had left it. Housekeeping had not came so I called down to the front desk to ask when are rooms cleaned and the person at the front desk asked me is there something you needed. Well yeah! My room to be cleaned, new cups, more tissue paper, more toilet paper our garbage to be emptied and the list goes on. At this point I could not be bothered as we were about to get ready for our christmas party so I asked for a few new towels so I could take a shower. Someone brought up towels and was shocked that our room was not cleaned and offered to get someone to come in and spread our bed and clean up but it made no sense at this time we really needed to get ready. Five minutes after he left we heard a knock housekeeping and someone barging into the room while I was butt naked. Luckily the top lock was on and she was not able to get in. Once we were leaving at 8pm we ran into the housekeeper who asked us if we wanted our room cleaned...um no thank you as it was pointless since we'd just be coming back to get into the unmade bed anyway.
We travel very frequently and have never experienced anything like this before. As this was my first visit I do not think I would be attending this hotel again which is very disappointing as I was considering hosting an event in one of the conference rooms.
Maybe it was a really busy weekend but at least a heads up that they would not be cleaning our room until after 7pm would have been nice.
December 8, 2014
Rated 4 out of 5 by 1339 Guest service
Room service express employee was exceptional,. In fact, bellman, front office were all genuine with their focus to make our stay enjoyable.
December 8, 2014
Rated 5 out of 5 by saturday2 Good and friendly
the accommodations and friendly staff made this a very enjoyable stay at the conference.
briefly, my room was very cool (almost cold). your energy requirements for heating and cooling such a large hotel must cost a fortune.
if you would like to reduce your energy consumption for heating and cooling, between 50 and 70% please let me know.
December 4, 2014
Rated 3 out of 5 by DON43 A very mixed experience
This was a two-night stay where the first night failed to meet expectations but, due to the efforts of the hotel staff, the second night turned out much better. Thus the overall rating for the stay was "average". Our problems began when we got into our room. The only light close to the only place where you could sit down to read was not working. We then went down to the Chartroom lounge for an afternoon drink. It took 22 minutes to get the drink to the table and only because I went up to the bar and complained. The servers were not very attentive and a number of tables had not been cleaned of dirty glasses. A complaint to Guest Services led to a reimbursement of our charges at the Lounge and complementary drinks being sent to our room.The first night was a "not so heavenly rest". Turned out to be the mattress which had deep ridges in it on either side of the king bed. The mattress was changed for the second night and things were much improved. To resolve the issue we had our room charges for the first night removed and goodwill points issued. We also were given breakfast vouchers for the second morning. Breakfast was excellent. Good choice of food items and excellent service. A number of senior staff went out of their way to try to make up for the poor experience on the first day. It was much appreciated. On this basis I would recommend the hotel although it would have been better if they got it right the first time.
December 3, 2014
Rated 5 out of 5 by judy560 A thankful break
I had a very great full time at the hotel. I would stay here again when possible. Being in a wheelchair I was amazed at the amount of respect I received from everyone. Thank you all for the time out from daily disrespect.
December 3, 2014
Rated 5 out of 5 by Daver409 Anniversary weekend stay
We have been longtime and repeat clients of the WHC, and are always thrilled to return to stay at this property. We are always greeted warmly beginning with the valets, and then by the front desk staff. We stay every year for our anniversary weekend, and the WHC always make us feel so at home. We were thrilled to be greeted by Bin Haroon (director of front office) upon our arrival, and to receive a nice card and gift in our room from Madison (guest experience ambassador). Thanks as always to Sam Hayter, and to the entire WHC team for making our special weekend extra special!
November 30, 2014
Rated 5 out of 5 by Hinda Nice hotel, very nice staff
We just spent a great weekend at this hotel.
We've been Starwood members since before it was Starwood, mid-80's, have been gold or platinum for years, and this was one of our nicest experiences -- we arrived early, before check-in, very tired; and instead of telling us to come back closer to check-in time, the front desk made a sincere effort to help us. I admit I gave the front desk a little trouble, but Rechelle handled it beautifully! Thank you to Westin and Rechelle, and the room was a nice upgrade for our platinum, everyone nice and accommodations nice.
November 26, 2014
Rated 5 out of 5 by reeanne a small compaint
I have only one small complaint, a fridge in the room would have been useful. The rest of my stay was great. I would stay again.
November 24, 2014
Rated 4 out of 5 by Beday Holiday
My wife & I stayed here for 9 nights from 4th November 2014. Big hotel, but the staff were great. Room with view of lake was lovely, but the rooms will require a make over soon. Food & drink expensive but of good quality. Great location for exploring Toronto and the staff were very help full with taxis, restaurants and general tourist information. Swimming pool & jacuzzi were a treat after many hours of walking. We would stay here again.
November 19, 2014
Rated 5 out of 5 by IBROX Staff ?
This was the second time that my wife and I have stayed in the hotel. Nothing much has changed with the staff. On this occasion we were held up on check in due to the fact that we did not have a credit card or wished to pay a deposit. This is something that we had been assured in advance would not be a problem. Eventually this was sorted out and we were allocated a lovely room thanks to Emelia. In fact she also gave us complimentary breakfast for our 3 day stay. Also thank you to David who was helpful to us on another occasion. On the second day we had a telephone call asking for our card details as there was a charge on our account (breakfast). I explained that this was complimentary. OK that's fine the lady said to me. On the day we were checking out we received another call just as we were leaving the room. However we were laden with luggage so we just left it and proceeded to check out. I asked the gentleman on the Gold desk about the call but received no reply. You have a 5 dollar charge on your account how would you like to pay he said. I told him that I would not like to pay at all if he cannot explain what the charge is for. As it turned out it was the Mizzen gratuity. I asked why there was only a charge for 1 day and not the other 2 days that were complimentary. He did not know but continued to ask me how I would pay. I told him that I would be glad to pay 15 dollars for the gratuities if he could explain the difference for that 1 day. He said gruffly you don't want to pay I can delete it. No explanation no pay I said. My wife and I had a similar abrupt associate on our last visit when checking out who told us he was too busy to check if our Sheraton room was ready. We were staying at the Sheraton for the remainder of our vacation. He directed us to ask at the tour desk. He was too busy to phone. We were the only people at the desk. We have no problem with the younger associates. The problem seems to be with the more senior staff who seem to think they are there for their own benefit not the customers.
November 12, 2014
Rated 3 out of 5 by SergioY Great hotel but service needs improvement
I chose to stay in this hotel for its renowned brand and great lakeside location. Being a long-term customer of the Westin worldwide it has consistently satisfied my needs both for business and leisure trips.
However upon arrival at this hotel I felt a bit of chaos. Check-in was swift but the staff at reception did not mention anything about eligible room upgrade offers upon recognizing my spg gold status. Once I realize this after getting to the room I had to call again for upgrade options and in the end I got moved to a better room.
During my stay I had to meet some clients for informal meetings in the lobby lounge. While the lounge staff were quite nice and helpful, at the end of these meetings one event manager of the Hotel came to talk to me and said I am not allowed to do meetings in the lounge without prior authorization, as I displayed a small poster on the table for the guests to easily identify where I am in the large lobby. I have been doing similar meetings in Westin across the world and it is the first time someone from the Hotel came and warned me that I cannot do such type of things.
On the other hand, given my potential needs of meeting during my stay I did submit a request for price quote of using meeting rooms before coming but have never received any reply from the hotel.
In general these experiences came at a great surprise to me compared to my consistent experiences with Westin and I won't recommend this hotel to business travelers who has similar needs.
November 10, 2014
Rated 5 out of 5 by Sifrina Wonderful Family Stay - We will stay here again when back in Toronto!!
We are very picky and have high expectations/standards for hotels. I expected this hotel to deliver as this is a Westin and due to the type of stunning lake view rooms we booked (as a suite, on the 34th floor, which I highly recommend). But I have to confess that shortly before the trip I became a tad concerned about some of the reviews I read online, and I quietly dreaded how my family would react to a negative hotel experience for four days.
However, I am very pleased to say that our experience was extremely positive and we have only good things to say about this hotel and its excellent staff. We were especially impressed with the staff's concern and responsiveness, attention to detail, and excellent customer service.
Any time we had to call or visit the front desk, we got an almost immediate response, any requested items were sent up right away, which was a bit surprising given how many guests stay at this hotel.
For four days, we were made to feel very special and valued as customers. Our rooms were equipped with everything we needed (actually more than what we needed/requested). Both rooms were in very good condition, and were expertly cleaned (and I'm a clean freak!). The beds were perfect and sleeping was easy, which is generally not the case when we travel.
Toula's was a wonderfully elegant lunch experience (views are nicer during the day so I'd recommend lunch vs. dinner), the waiter was very informative. Later we had fun with our son at the pool.
I highly recommend this hotel, particularly the lake view rooms in the North Tower - with amazing views of the lake, the islands, and the CN Tower. It is an older hotel but I found the decor classically elegant, comfortable, and serene, so I don't understand the negative reviews about the hallways (they looked fine to me) and tired decor. We will definitely stay here again when visiting one of our favorite cities!!
November 9, 2014
Rated 4 out of 5 by JohnLA Westin Stay for a Conference
This is a nice hotel. The only issue is lack of a casual dining place other than the bar. The mini coffee shop is fine for a lite breakfast or lunch but the menu is limited.
In room dining menu was thorough but very expensive.
A Tim Hortons and a small deli are across the street although both get old after a day or so of eating there.
I would stay here again as the staff are very good and the hotel reasonably quiet.
November 3, 2014
Rated 4 out of 5 by Navblue This hotel has great staff
I found all of the staff that I came in contact with very helpful, polite, and accommodating.
November 3, 2014
Rated 5 out of 5 by Madison123456 Customer service at its best.
We had an exceptional stay at the hotel. The location is downtown with a superb view of the lake. We had a jr suite which is essentially a large room with wall to wall windows overlooking the lake. The view is spectacular! My only gripe is the bathroom is small for a jr. suite. The hotel is on the same level as all of the other SPG hotels that I've stayed in the past few years. The true standout is the staff! I am a frequent business traveler and have stayed in everything from the Ritz, 4 Seasons to all levels of Marriotts and SPG hotels. We were checked in by Gerardo at the gold counter. He was simply exceptional! I felt like I was checking in at the 4 Seasons. He ensured that we have everything we need and it arrived at our hotel room. They even sent us desserts as it was our birthdays! Quite impressive in therms of the follow ups and ensuring all of our requests were met. The niceness and sincerity of the Westin Harbour team especially Gerardo were refreshing for a jaded traveler. It is definitely one of the best SPG stay I had in a very long time.
October 29, 2014
Rated 4 out of 5 by Dillinger A Night at the Westin...
Downtown although a walk up to most major stores. Parking is a pain...charge is outrageous. And to boot wait a half hour to get your car back.
Bar prices are too high - $10 for a beer? And the starbucks was inferior - pastries were dry and not very good.
October 27, 2014
Rated 4 out of 5 by ChoChoMiyaki Nice Spot
Loved the view of the harbour. Didn't get the room I wanted at first but David at the front desk hooked it up. Way to go David!! The breakfast was sumptious. I liked everything about the hotel except the lack of wifi in each rooms. Making guests pay for wifi is ridiculous in this modern era or maybe its a canadian thing!
October 24, 2014
Rated 3 out of 5 by C5262 This Hotel needs work
The hotel is looking run down and dated
In my room the crown molding had many long cracks from the ceiling and looked like it was going to fall off .
The overall hotel looked dingy ,however I know it was being cleaned because I saw Housekeepers .
Also I have never waited in line for check in and front desk as long as I did in this hotel . I have stayed at many SPG hotels and have never waited over 15 minutes as I did here , even at the Sheraton in Fiji (where they are on Island time)
I did however really enjoy using the pool and workout area , went everyday . Great Pool
October 24, 2014
Rated 5 out of 5 by Viclynn Staff was very helpful.
I had interactions with the front desk, concierge and bellman and they went above and beyond.
October 20, 2014
Rated 5 out of 5 by HRB51 RB 1951
Room was excellent except for noisy air conditioning/heat. Could not sleep well
October 20, 2014
Rated 3 out of 5 by bradlou No free wifi in rooms
Being charged for wifi in a hotel room where I am pyaing 300 CAD a night leaves a very sour taste in my mouth. I got the charge taken off in compensation for being woken up the first morning by another guest walking into my room. Charging for wifi in 2014 reminds my of hiring a carpenter one time who asked my if he could use my hammer.
October 10, 2014
Rated 4 out of 5 by thejacob A good downtown hotel option
The hotel is very conveniently located and there is only one other SPG property downtown that might be in a slightly better location. If I'm staying downtown, I want to be able to walk to anything, after all. I am happy to say that this hotel had plenty of attractions within walking distance, even located on the waterfront.
We used valet and their service was quick and convenient.
The lobby environment is top-notch. It is a very open concept with plenty of seating and bar and food options. I appreciate the small grab and go type food/coffee option as well. Great for those often times when you have only a few minutes to eat something.
The elevators are quick and readily available. This is something that matters in large properties with many floors. We never had to wait for an elevator.
Our room and bed were of the normal great Westin variety. Consistency wins here.
As far as SPG recognition goes, we didn't see much of it. To start, we waited about ten minutes for someone to be available in the SPG check-in line. The issue wasn't volume of people checking in, the issue was that they only had one person working check-in.
Upon checkin, it was implied in a light to moderate way that noon was very early to be checking in. It's was a Friday and your weekend travellers are going to want to do something with the day. You should be very used to this, as most other properties are. In addition, this was the time I requested on the reservation. I understand this is a request but please don't give me attitude about trying to have that request met.
I did not get the impression in the slightest that this property was anything close to capacity. Yet, I was given a room on only the 12th floor with a half lake view. This is not the SPG recognition I had hoped for given that the property has more than double the floors than that with rooms that are looking directly out to the lake. The check-in agent didn't discuss or ask what our preference was. Just handed us our cards and sent us on our way.
I have to be honest and say that I expect more friendliness and welcoming than what we had from this agent. After all, this is the first impression you're giving me.
Other than my experience with check-in, all this review is trying to say is that this hotel is very nice and we hope to be back. :)
October 9, 2014
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 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 2 out of 5 by Lorna67 not pleased withroom
We chose this hotel because of rating and proximity to rogers center and union station but were disappointed with room had stain on bed and leek in bathroom. We did get a change of room but no up grade.Had difficulty getting pop in the evening and had to do a lot of running around for it. Could not pay with debit at breakfast buffet and it took almost 45 min. to get this cleared up. First time staying here and have had better quality at lesser hotels. We were looking forward to a nice stay at a upscale hotel and it did not happen
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 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 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 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