Rated 2 out of 5 by mannyp2 Room was not clean
When I checked in all of the lights near the bed were unplugged and the power bar was not long enough to reach. Then once I managed to fix that and turn the lights on, the duvet on the second bed was dirty, there was toothpaste on the bathroom door and an empty hanger in the bathroom (where a bathrobe may have been). Staff made efforts to rectify but then the heating / cooling unit in the room was on the fritz and only blew very cold air all the time.
July 23, 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 1 out of 5 by Fred one thing after another
Given the wrong room for a dog and an extra bed. Given another room and asked for free internet for my Gold membership. No internet connection available, 2 light bulbs out, air conditioning blowing ambient air and load fan, hair on bathroom floor upon arrival, TV menu didn't work to access bill and I know I'm missing something. Manager ended up calling after I gave up which I appreciated.
July 14, 2014
Rated 2 out of 5 by trailrunner19 disappointed visit
To whom it may concern,
I am writing you this letter in regards to concerns surrounding my past stay with you which I departed on July 22nd,2014.
I have stayed at your hotel in the past because of my continuous satisfaction with each stay.
Unfortunately this last visit did not at all meet my past experiences or expectations.
I had difficulty parking and no assistance with valet upon arrival. Upon departure, after waiting over 20 minutes, no one indicated that my car had been brought up. I noticed my car parked across from the hotel entrance and my daughter and I had to transfer the luggage across a busy parking lot to the car.
Upon check in, I had requested a higher floor room but was put on a low floor. I was un able to reach anyone at the front desk to see if it was at all possible to be moved to a higher floor. Concierge actually put me through to Jeff (management) who was very accommodating and pleasant.
I also had to leave a few messages trying to get questions answered about restaurants and dietary restrictions but did not get a phone call back until 45 minutes after my original message.
The worst experience was when I stripped the sheets off my daughters bed in the morning and found someone else's dirty pajamas in her bedding. We were quite upset that the maid had not changed the bedding and that my daughter slept in someone else's dirty sheets. I did give these pajamas to the front desk and indicated our disgust to the gentlemen. He was very nice and did offer to take the parking off of our bill.
I am not normally a complainer but I wanted to mention of all of this because I had always looked forward to staying at your hotel because it use to be exceptional but now unfortunately this past experience has altered my future decision of staying with your hotel again.
July 23, 2014
Rated 2 out of 5 by jay78 Staff just dont care
at every level the staff here just do not care one of the worst spg hotels i have ever staffed at. Stay anywhere but here
July 21, 2014
Rated 2 out of 5 by deutsch Fantastic location, sub-par execution
First of all, the hotel lost my reservation. I received an email confirmation, but upon arriving at the hotel, no trace of my reservation could be located by the staff. The person helping us agreed to create a new reservation at the rate in the printout that fortunately I had brought. However, he made a ‘mistake’ that came to light only at checkout.
The room we were given matched our reservation (junior suite, view of the harbor), but is in shabby condition. The paint and woodwork are chipped, the walls are marked and scratched, there is mildew on the hinges, there is mold in the shower and the tub is poorly caulked, and the room was missing important info (such as the booklet of hotel amenities, which I had to ask to be replaced). This was no different from the rest of the hotel, alas, which did not match the Westin reputation. The tiles in the elevators are cracked, the hallways are marked and scratched and their woodwork chipped. While I appreciate that a hotel room in a major city is never cheap, the price did not approach the quality I expected in the flagship brand of Starwood properties. There was no minibar, something I would expect at any first class hotel. The only offering was an empty refrigerator that was specifically marked as useful only for cooling beverages and not for preserving perishables. I did not understand the point - what fraction of guests could possibly stay long enough for foodstuffs to spoil?
I asked before arriving about the business center, as I knew I needed to print many pages. I received the following email reply: “You can do printing here in Fedex office. We have self serve systems here which are accessible 24 hours, you can access internet and print.” Not mentioned in the least was the exorbitant rates that are charged for both use of the computers and printing (40 cents per page!). I was certainly taken aback by the price, but having no ready alternative for this essential need, went ahead. Long after I had actually used the facility, once I received the booklet of hotel amenities, I read that computer and printing are available in the business center “for a nominal charge” - not fitting my definition of nominal, anyway. After printing my nearly 100 pages, I also discovered that there was an error in the setup of the computers and/or printer, as the margins and print size of all my pages were incorrect, leading to text being cut off at the left edge. This is despite the fact that I downloaded PDF files onto my Apple laptop and brought them to their Apple computer on a USB drive. Upon completing my session, I received an email with my total charges, to be billed to my room. However, the actual folio charge to me was $5 higher.
At checkout, I discovered that I was charged for four days of valet parking despite the fact that my original reservation explicitly stated that internet and valet parking were included in our rate. The staffer assisting me did go back into the folio and eliminate those charges, but the fact that it was necessary that I police them from improperly overcharging me made me feel duped. Again, while I might expect this at an economy hotel, better treatment is expected at a leading hotel brand. There was another inconsistency in the folio, in that it stated I would earned 3120 Starpoints but, upon checking my SPG account, I see that I was awarded only 2616.
The hotel has an excellent location, but that is the only virtue I can discern. I was not treated well at all and will not be back at this property, ever; I will also view Starwood with much more skepticism in the future.
July 22, 2014
Rated 1 out of 5 by Unhappy99 Dirty and Noisy
Room was not clean, hallways were very dirty and it was noisy all night long. It would be the last place we would recommend staying.
July 12, 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