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“Comfortable stay” 5 of 5 stars
Review of Westin Trillium House Blue Mountain

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Westin Trillium House Blue Mountain
4.0 of 5 Hotel   |   220 Gord Canning Drive, Blue Mountains, Ontario L9Y 0V9, Canada   |  
Hotel website
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Hotel amenities
Special Offer
4th Night Free & Credit
Ranked #1 of 8 Hotels in Blue Mountains
Certificate of Excellence 2014
GreenLeadersBronze level
Canada
Top Contributor
81 reviews 81 reviews
11 hotel reviews
Reviews in 27 cities Reviews in 27 cities
34 helpful votes 34 helpful votes
“Comfortable stay”
5 of 5 stars Reviewed June 18, 2013

Nice hotel, nice location with in Blue Mountain Resort - convenient to activities and restaurants. Room was very comfortable and quite spacious. Great staff, very comfortable, would definitely return.

  • Stayed February 2013, traveled with friends
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinGM1498, General Manager at Westin Trillium House Blue Mountain, responded to this review, June 26, 2013
Dear Ram0na_M,

Thank you for taking the time to comment on your recent visit to the Westin Trillium House and the Blue Mountain Village. We are very pleased that you enjoyed your time with us and we look forward to your return.

Yours in Hospitality,
James Henry, General Manager
The Westin Trillium House, Blue Mountain
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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752 reviews from our community

Traveler rating
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (205)
Date | Rating
  • English first
  • French first
  • German first
  • Japanese first
  • Portuguese first
  • Any
English first
Toronto, Canada
2 reviews
5 of 5 stars Reviewed June 17, 2013

We are a SUPER picky couple and the minute we got to the hotel we realized how unbelievable the service was. We were greeted by every hotel employee there.
We were also upgraded to the one bedroom suite on the 4th floor and it was beyond amazing. Modern, clean, with a kitchenette and a mountain view.
We can't say enough about the service we received. Its also very close to the village at Blue Mountain which was perfect- it took us less than 5 minutes to walk to the heart of everything also allowing us to retreat back to our quiet hotel w/o the crowd noise.

Room Tip: I always ask for the newest renovated rooms they have
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  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinGM1498, General Manager at Westin Trillium House Blue Mountain, responded to this review, June 22, 2013
Dear PickyTraveller613,

We are so very pleased that our team of associates were able to impress even the PICKIEST of travellers! I doubt that you are too demanding (no one is ever TOO demanding in this industry as we are all here to serve and impress) and I am quite happy and very grateful that you have taken the time to post your experiences for our Tripadvisor readers so thank you. We definitely look forward to your next visit.

Yours in Hospitality,
James Henry, General Manager
The Westin Trillium House, Blue Mountain
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
toronto
Senior Contributor
33 reviews 33 reviews
27 hotel reviews
Reviews in 18 cities Reviews in 18 cities
24 helpful votes 24 helpful votes
2 of 5 stars Reviewed June 11, 2013

The facilities in this hotel are nice, but that's where it ends. The service is bad. As part of a conference, the arrangement was to have both valet parking, internet and a late check-out. While checking in, the receptionist was adamant that these were not part of the package. The room itself was nice, however, the remote on the TV did not work, the air conditioning did not work, and the bed side light did not work. The airconditioning was stuck on 79 which made for a very unpleasant sleep.
Upon notifying the front desk of the issues, the problems were all solved by the next day (but really do the staff cleaning the rooms not notice the heat or the lack of lighting?)
On the third day of my stay, I returned to my room at 445pm to find the room had not been cleaned. I went to the front desk and asked to have it cleaned, when I returned the bed looked like someone had been jumping on it all night, the garbage in both garbage cans had not been emptied, and the dirty glass from the previous day was still sitting in the same place still dirty and the shampoo and conditioner in the shower had been removed but no replacements given.
This is supposed to a Westin not a Days Inn.
The first day of my stay, I met a few coworkers in the lobby at 10am, sitting on the table in the lobby was a dirty napkin and an empty starbucks coffee. At 5pm they were still there.
The hotel may have the amenities of a Westin, but the service is that of a bad Howard Johnsons.
As much as I like the region the hotel is in, the chance of me staying in this hotel or even recommending it or ZERO.

Room Tip: Based on the service which I experienced I would recommend a room in a neighbouring hotel.
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  • Stayed June 2013, traveled on business
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinGM1498, General Manager at Westin Trillium House Blue Mountain, responded to this review, June 22, 2013
Dear bd007,

Thank you for providing such a thorough summary of your stay experiences during a recent corporate event. I would have to agree that the interactions and service failures that you dealt with are far from our usual standard as evidenced by our other reviews. You most certainly have my personal apology for our failure to match expectations and I am pleased that a senior member of our team was able to track you down and connect with you personally.

Mechanical failures do occur and we undertake every effort to prevent these failures proactively through proper inspection, reporting and maintenance procedures. In most circumstances problems can be caught and rectified prior to a guest occupying a suite however in some instances this may not be the case and we have support staff on hand to remedy any possible concerns in short order. My understanding was that your AC failure was rememdied by the next available associate and the entire heat pump unit (and remote) were physically replaced first thing the next morning (we were notified late in the evening). You may not have been made aware however that your bedside light did in fact work. The wall switch that controls it (all of our bedrooms have wall switches that control one of the bedside table lights so that you do not have to enter a darkened room) was simply not turned on.

On occasion where the hotel is experiencing a high volume of arrivals and departures in a short period of time the daily services for those guests staying over can be delayed. A delayed service should not be a poorly executed service and thus your review will act as a very useful training tool for our associates. We will also be utilizing your interaction with our desk associate upon arrival as a training moment as well. Adamant dissagreement should never replace "asking the manager on duty" in such instances.

Thank you once again for reaching out to our team and our Tripadvisor readers. Feedback such as yours keeps us on our toes so to speak and provides us the ability to further improve of product and service offering. We do hope that you reconsider what you stated in your "tips" section and wish to see you back at the Trillium House at some point in the future.

Yours in Hospitality,
James Henry, General Manager
The Westin Trillium House, Blue Mountain
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Contributor
12 reviews 12 reviews
11 hotel reviews
Reviews in 10 cities Reviews in 10 cities
7 helpful votes 7 helpful votes
4 of 5 stars Reviewed June 10, 2013

We travelled for Valentines Day 2012. This hotel offers 3 different temperatures of outdoor pool: a smaller toasty hot tub, very romantic (105'), a slightly cooler medium pool (95') and a large 85' pool. The day was cool and snowy - loved being outside in our swimsuits. The location is great if you can get to Blue Mountain - a few steps away from (pricey) shopping & restaurants, ski-lodge style. The room had a fire place, and a small kitchenette (sink + fridge + dishes etc.), which was handy as we had brought meals with us. The walk was a bit far from the main lobby. Views vary - an inward facing pool room might have been better. We were facing the base of a ski lift & parking lot. Would go back next winter - romantic & cozy!

Room Tip: A kitchenette can be a big help! Inward facing pool-view room might be fun - there's a little p...
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  • Stayed February 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
TNixon87, Sales & Marketing Coordinator at Westin Trillium House Blue Mountain, responded to this review, June 11, 2013
Dear Sarasoda27, Thank you for taking the time in reflecting on your experience here at Westin. Your descriptions and helpful tips within your review are very much appreciated with assisting future guests travelling to Blue Mountain. We look forward to your visit in the near future. Have a renewing summer ahead!

Sincerely,
Travis Nixon
Sales & Marketing Coordinator
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
Senior Contributor
25 reviews 25 reviews
18 hotel reviews
Reviews in 18 cities Reviews in 18 cities
19 helpful votes 19 helpful votes
3 of 5 stars Reviewed June 8, 2013

We stayed here as a large family of 12 over the Easter Holidays and stayed in two 2-bedroom suites, and one 1-bedroom suite. My husband and I stayed in the 1-bedroom suite and had breakfast included in the CAA deal we booked. The breakfast is NOT in the hotel but in some diner in the Blue Mountain Village. It's about a 5 minute brisk walk - and there is nothing spectacular about the breakfast at Sunset Grill even though its rated the best breakfast place in the community. The bedrooms were spacious but the walk from the elevator to the room is ridiculously long and the hallway is narrow. With people dressed in their ski-gear and holding equipment and luggage carts in the hall way made for a very cramped space. The restaurant downstairs was good but very crowded for dinner time - plan ahead and make reservations for dinner. Lunch does not require rsvps. The check-in was alright - the person on duty at 10pm when we checked-in seemed disconnected and not personable. Very different from the other Westin's we've stayed in. There was no one to help with moving luggage to the rooms and there was actually a wait to get a luggage cart! With it's location within a resort you'd think they would be better prepared to handle a large amount of guests staying during a holiday period.

  • Stayed March 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinGM1498, General Manager at Westin Trillium House Blue Mountain, responded to this review, June 20, 2013
Dear MissCLam,

Thank you for posting on-line a review of your Easter visit to Blue Mountain and the Westin Trillium House. Although I suspect that your overall experience was enjoyable there are clearly areas where you feel some improvement is warranted. You most certainly have my apologies where we failed to measure up to your expectations.

I would have to agree that our corridors are quite long and it is for this reason that we actively promote the use of our Service Express associates to deliver and retrieve luggage and other items from guest suites (though clearly there was a moment during your stay where this service fell short so thank you for bringing it to our attention). The Trillium House was designed in accordance with local by-laws that limit the height of any structure in the Blue Mountain Village to no higher than five stories. Therefore to accommodate the number of planned units in our building we needed to "go wide" as opposed to up. This design allows for increased availability of village views and a much nicer visual impact within our surroundings. Your tip will definitely aid our readers who choose to book as requests for accommodation closer to our elevators and the centre of the building are always considered.

As communicated in other responses our breakfast program in partnership with Sunset Grill is actually quite popular and does provide significant value to our guests. We do communicate how this program is delivered during the booking process and on-line so as to avoid any surprises though would agree that the convenience of dining in the lobby restaurant would be preferable for some of our guests. For those that wish to forego breakfast in the Village our Oliver & Bonacini Cafe Grill will gratefully accept your breakfast vouchers as credit toward your charges for breakfast if you choose to dine with them, though at a reduced rate.

Your overall description is very telling as it relates to what guests can experience during a busy holiday period. Although we staff our various departments accordingly and have a full contingent of supplies and equipment available for guest use, there may be times where volume demands can impact speed of service delivery. With 224 suites, most accommodating more than four guests each, traffic flow throughout our public spaces and corridors can at times be quite heavy. This of course is normally tied to our busiest times of the year and even then usually surrounding arrival and departure times. Although some delays can be expected they are generally minor and remedied rather effectively by our team of associates.

Thank you again for reaching out to our Tripadvisor readers as we are grateful for the personal insight you have provided to them and our team. We do hope to see you again at some point in the future.

Yours in Hospitality,
James Henry, General Manager
The Westin Trillium House, Blue Mountain
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Phoenix, AZ
Senior Contributor
46 reviews 46 reviews
15 hotel reviews
Reviews in 26 cities Reviews in 26 cities
24 helpful votes 24 helpful votes
5 of 5 stars Reviewed June 6, 2013

Aside from Westin reservations, which can't communicate prices/reservation info ... in a language understood by most [we were charged $20 more a night at check-out than the e-mail Westin sent us us said we'd be charged...] this is a lovely hotel. Lovely setting, comfortable rooms, EXCELLENT restaurant [with a terrific staff], it was a great experience IN SPITE of Westin's propensity to OVERCHARGE at any/every opportunity [odd how they expect customer loyalty when they treat customers so poorly...].
Still, this site/hotel/restaurant is outstanding...

Room Tip: Higher floors facing the bay have great views... as do the rooms facing the mountains.... nice choic...
See more room tips
  • Stayed June 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinGM1498, General Manager at Westin Trillium House Blue Mountain, responded to this review, June 20, 2013
Dear kenazcc,

Thank you for taking the time to comment on your June visit to Blue Mountain and the Westin Trillium House. We are very pleased that you enjoyed your time with us though dissapointed that your reservation experience could have been better. With a little sluething I was able to determine your stay history with us and was pleased to hear that our associates at the desk were able to adjust your rate accordingly and offer a good faith gesture for the inconvenience experienced. Thank you once again for providing commentary and we do hope to see you again the next time you are visiting the Great White North.

Yours in Hospitality,
James Henry, General Manager
The Westin Trillium House, Blue Mountain
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Toronto, Canada
Contributor
12 reviews 12 reviews
6 hotel reviews
Reviews in 10 cities Reviews in 10 cities
7 helpful votes 7 helpful votes
2 of 5 stars Reviewed June 3, 2013

This is a failure of a property in the Westin family. I stayed there during March break in a one bedroom suite. The poor rating started with the fact that there was ONE front desk person during the busiest season of the year. I was third in line and it took over half an hour to check in. Unacceptable. This was March Break...staff it accordingly. On the plus side, I raised the issue and the attendant gave me free underground parking to make amends for the wait.

Walking into the room, it seemed nice enough. But on closer inspection, I noticed a pull in the carpet and an pen stain on the bedding. Normally, I'd overlook these things in a 3* hotel, but this property has a 4* rating. And, at $300 a night with no frills, this was disappointing. The best part about it was the proximity to the hill, but I expected more from a Starwood property.

Lastly, and this has nothing to do with the hotel, DO NOT attempt to ski Blue during March Break. Disaster. Lift lines were brutal after 10am.

  • Stayed March 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
WestinGM1498, General Manager at Westin Trillium House Blue Mountain, responded to this review, June 20, 2013
Dear relaxinto,

Thank you for taking the time to provide commentary on your recent visit to the Westin Trillium House and for calling to our attention the concerns experienced during your stay. You most certainly have our attention and our apologies for failing to match your expectations and quite frankly ours. A quick review of our Tripadvisor page would indicate that your experience could be considered the exception to the rule and not what a typical visit to the Trillium House should entail. We are grateful for your feedback and the perspective provided will serve as a valuable training tool for our associates. Thank you once again for commenting and we do hope to see you again.

Yours in Hospitality,
James Henry, General Manager
The Westin Trillium House, Blue Mountain
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Westin Trillium House Blue Mountain

Address: 220 Gord Canning Drive, Blue Mountains, Ontario L9Y 0V9, Canada
Phone Number:
Location: Canada > Ontario > Grey County > Blue Mountains
Amenities:
Free High Speed Internet ( WiFi ) Wheelchair access
Hotel Style:
Ranked #1 of 8 Hotels in Blue Mountains
Price Range (Based on Average Rates): $$
Hotel Class:4 star — Westin Trillium House Blue Mountain 4*
Number of rooms: 224
Official Description (provided by the hotel):
The Westin Trillium House, Blue Mountain, just two hours northwest of Toronto is nestled between the shores of Georgian Bay and the heights of the Niagara Escarpment. ... more   less 
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Also Known As:
Westin Trillium House Blue Mountain Hotel Blue Mountains
Westin Collingwood
Westin Trillium Hotel Blue Mountain
Collingwood Westin
Westin Trillium House Blue Mountain Blue Mountains, Ontario

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