“Average hotel. Disappointing for a Westin.”
I stayed at the Westin Harbour Castle for business.
As for the hotel, the one big negative was that there are no vending machines anywhere in hotel, nor is there any sort of in-room mini-bar. What this means is that when I arrived late in the evening on my first night, there was no way I could get any sort of drink at all. I have NEVER stayed in a hotel where I could not get a bottle of water or a soda. When I called the front desk, they suggested room service or else I could go outside (in freezing rain) and get a drink down the street.
As for the room, it was average at best. I’m a Starwood Gold preferred member so I expected a room upgrade. When I checked in, they first said that my Gold membership was not on the reservation so that they had no available upgraded room. When I questioned further why that was the case (when my reservation clearly had my SPG number in it), the front desk person then said she found it and that it was in there. She then said there was one upgraded room left – but on a low floor. I took it and I am not sure it was an upgraded room. When I asked later in the week, they said it had a balcony so that made it upgraded. (Of course, it was cold so that was not something I’d never use.) Then, on the first night, there was a huge leak in the bathroom – water leaked from the ceiling all over the sink and floor and all over my toiletries. I called down and they came up and fixed it (never even offered to switch rooms). But when they fixed it, they did not even clean up all the water that was everywhere! So I had to call again and this time they sent up someone to clean.
As for the positives, the bed was comfortable. The double-headed shower was also great. The gym is very good and open 24 hours – it even has a swimming pool to do laps (although I didn’t use it). The conference room facilities also were very nice, as was the food that was served throughout the week.
So overall, I will say that I was disappointed. As a Westin, I expect a certain level of quality and service and I am not sure it was met here. I'm not sure I'd stay here again on my next trip to Toronto.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
November 19, 2012
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Please accept my sincere apologies for the disappointed experience you describe in your review. This is not reflective of the high levels of service we strive to offer our guests.
Rest assured I have personally followed up with our teams so they are aware of our guest's perception and how they can handle things differently in the future. Also, I will make sure to share your feedback on the absence of vending machines at our next director meeting.
I would really like to speak with you and apologize personally and would appreciate if you could email me at firstname.lastname@example.org
Again dear seth2930, thank you for taking the time to send your feedback so we know where we have fallen short in our service delivery.
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.