Have stayed at the westin trillium house before with no issues, they saved themselves up for this trip. Very expensive for the off season, have to pay for WIFI in the rooms, housekeeping was terrrible, towels left of the couch, coffee maker not cleaned, a wet spot on the rug. Could not get a room with 2 real beds, so had to take turns sleeping on a very uncomfortable pull out couch with a blanket that looked like it was on it's last legs. Parking expensive considering there were not many guests there. Then found out my billing had been completely messed up. More affordable places to stay in Collingwood, that may not look as impressive on the outside but are clean, cheaper and less of a headache
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Thank you for taking the time to comment regarding your most recent visit to the Westin Trillium House, Blue Mountain. I appreciate the effort you have taken to provide this feedback in addition to your personal exchange with me. I would like to reiterate what I had stated in my correspondence to you previously by expressing again our apologies for our failure to achieve our stringent housekeeping standards.
For the sake of our Tripadvisor readers I would like to communicate for their benefit additional information relating to what we offer and what we charge for at the Trillium House.
We do in fact offer accommodation with two beds in our loft, two & three bedroom suites and these room types were available during your time with us though at a higher price point. Most suites in the Village offer a similar configuration to the Westin however there are standard hotel rooms available at the Blue Mountain Inn that provide for double/double accommodation at a lower price point than the Village suite units. Price point does vary from standard accommodation through our increasingly larger units however our guests always have a variety of bedding options available to them.
With respect to off season pricing our rates are set in reference to competitive forces. We do not however base those comparisons on prices made available at the traditional motel/hotel style, limited service accommodation options available in the vicinity of our resort. The Westin Trillium House is a full service resort hotel and our comparisons are made with facilities of similar pricepoint and service/amenity offerings. I can however say that our current off season pricing is significantly lower than our peak season and weekend pricing.
As described in other responses to our reviewers we do charge for both parking and WiFi at this hotel (as do all other Westin branded hotels throughout North America). Pricing for these services are based on two primary factors. If a service provides value to to our guests and contributes to the overall experience while requiring operational effort then in general a charge will apply. For these two particular services we also offer complimentary options however these free services do not necessarily offer the same service experience. As an example there is free parking but it is located outside next to the hotel in a gravel parking lot as compared to our temperature controlled underground lot with direct access to the hotel. While a bargain, those guests unloading their own luggage in the snow or rain might say otherwise. Likewise our free WiFi is located in our Lobby, Restaurant and Pool areas and does not offer the comfort of surfing the net in the comfort of your suite or the ability to log on up to three personal devices at a time in a secure network setting. There is also a cost factor involved in offering these services. From the cost of construction and installation to ongoing maintenance and servicing, these costs cannot be ignored in the business equation. In addtion to offering complimentary options to our guests we also offer some services to our Platinum & Gold level SPG members for free in addition to allowing an exchange of accumulated SPG points for these services.
At the end of the day we failed to live up to your expectations and for this we have offered you my personal apology and an explanation as to why we do the things that we do. Although I am dissapointed that my personal correspondence and gesture of good will to you was not appreciated I can certainly understand your perspective. Please feel free to reach out to us again should you have any further questions or concerns regarding your time spent with us and we do hope that you consider visiting again.
Yours in Hospitality,
James Henry, General Manager
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.