The Westin Harbour Castle, Toronto

1 Harbour Square | Toronto, ON M5J 1A6  [SEE MAP]Toronto, ON  [SEE ADDRESS]
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Guest Reviews

Tripadvisor Traveler Rating 3

Great Location, Questionable Service

Jul 26th, 2020

Visited Toronto for a weekend away. The location was easily accessible from the Gardiner and perfect for taking walks along the water or catching the Ferry to Toronto Island. Check in was quick and easy. Received a room on the 6th floor. Was surprised to receive an accessible room when it had not been requested. Not a fan of when hotels use these rooms for guests when they don’t require in case someone who does need them could use it. Because it was an accessible room, the bathroom had minimal storage even for a toiletry bag and the shower was a roll in which would cause the floor to flood because the rubber strip wasn’t secured well to the floor. The room was also muggy and set to 24 when arriving which was very warm and not the best relief from a heat wave. The AC was running for 4 hours while I went for dinner and tour around the area and came back to a still hot and muggy room. Called the front desk who sent maintenance up who said this was a bigger issue the whole hotel was facing as they had shut off air conditioning to many floors and was trying to get it running again. Needless to say the first night was very warm and uncomfortable. Requested extra towels which were delivered promptly but stained. Took them back to the front desk and was told they could assure me they were freshly laundered and I shouldn’t be worried about the stains... I’m not sure who enjoys using towels with brown stains on them regardless of being laundered or not. A manager then brought up new towels that were not stained. The bedding also had a whole in it and was stained. Housekeeping clearly needs to pay more attention to the linens they choose to use and actually provide service. No housekeeping ever came to reset the room, refresh towels, or take garbage during the stay. Maybe this has to do with COVID but this also was never communicated. Overall, the hotel has a great location, and could have nice rooms if the service standards existed amongst the staff, but I probably wouldn’t stay here again and choose a different Marriott property as a Marriott Elite member. TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 3

Expected better... & would have chosen another Marriott property if I could choose again

May 14th, 2020

Overall the stay at the Westin could have been much better. Not having a way to heat water was probably the most annoying part of my stay, otherwise, the room was comfortable. I asked to have a tour of the property despite everything being closed but it was refused I was given a box lunch breakfast to make up for everything being closed which was appreciated. I really liked all the TV channel options and WiFi. I sent the following email to Marriott to forward to the hotel about having my points posted to my account as they still have not posted and Marriott is not forwarding my email. ------------------------------------------ Evening, I thought I would wait a few days after the stay posted to see if the error would be corrected but it has not yet been corrected. Upon checking in I was not offered my Platinum welcome choice benefit. I understand that things are not running as normal due to the COVID-19 situation, so I let it slide and did not mention the issue until checking out. Upon checking out I mentioned to a different receptionist to verify that I would get the choice of points as my welcome gift. I was assured they would post within the week but it's been more than a week and the welcome gift points have not yet posted. Normally I would make a claim for compensation for the guaranteed welcome gift, not only for the 100 USD or points... but because I believe the additional cost to the hotel gives managers more incentive to better train their receptionists and staff... especially when it comes to welcoming elite members. Maybe it was a one-time thing... but the staff working at the reception that afternoon did not have me feeling like a valued member. As a comparison, later that day I walked into the Residence Inn another Marriott property in the area to ask a few questions about long term stays and I was immediately welcomed and really felt like a valued member without even having mentioned my level of status. COVID-19 or not guests should always feel welcomed and valued upon arrival, especially those that are Platinum or Titanium members. To be fair later that night at the Westin I did receive a letter under my door by one of the managers Justin Jennings, and it left me feeling pretty happy. Those little gestures and details are very much appreciated. I look forward to seeing my welcome gift posted. I also hope this email is taken as constructive feedback and that additional or refresher training will be given to reception staff, especially those that have been working at the Westin for many years and are still adapting to the SPG Marriott merger. David TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 1

Upset about parking and horrible bathroom

Apr 19th, 2020

Got there and was told although I paid for valet parking I had to walk 15 mins in the freezing cold to park my car and then 15 mins back with my bags!?!! Then we get to our room and the ceiling in the bathroom is leaking. And I mean like a tub above us must have been overflowing. It was just a place to sleep so didn’t care to much but thought it may be an actual isssue so called and they seemed annoyed I let them know!?! Always came here when I was in Toronto but won’t be going forward TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 5

Lovely hotel staff, beautiful lakeside view!

Mar 24th, 2020

Mishelle warmly greeted my partner and I when we arrived and checked in at reception for our one night stay. When Mishelle found out we were celebrating a relationship milestone, she upgraded our room for free, on a higher floor overlooking beautiful Lake Ontario. Lovely and attentive staff, beautiful room and stunning view! Thank you! TRIPADVISOR.COM USER 

Tripadvisor Traveler Rating 2

Administration poor

Mar 18th, 2020

First my early booking was lost, but fortunately I suspected something amiss and rebooked the night before my stay. They promised my receipt would be emailed. One week later nothing. I ask registration to send - they can't find any record of my stay, yet I have now been invoiced twice for my stay. NOT impressed. TRIPADVISOR.COM USER 

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