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“Good stay with minor defaults”

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Westin Trillium House Blue Mountain
Ranked #1 of 8 Hotels in Blue Mountains
Certificate of Excellence
GreenLeadersBronze level
Belgium
Level Contributor
119 reviews
92 hotel reviews
common_n_hotel_reviews_1bd8 69 helpful votes
“Good stay with minor defaults”
Reviewed February 25, 2010

We stayed there for 3 nights as platinium guest on SPG. I was first expecting a warmer welcome as we usually have ( a bottle of wine, etc....). The room was quite big, nice view over the icy lake and ski runs. The room was clean, nice bathroom and there was a open fire . The price could be considered as a bit high but there is real value for money. The breakfast is menu based. It could have been buffet which give more flexibility. The restaurant is quite nice and the service was pleasant.
The outside pool is ok but you need to survive the 30 meters to get there ...and to come back...
On the negative side, we could find some minor items such as : dusty underground parking lot( you will find your car just gray whatever the genuine color), the ski locker room really dirty and not convenient...and especially the lock itself that is a real nightmarre to manipulate.
As a summary, this hotel is a nice place to stay, offer confort and value as long as you close your eyes on minor elements.

  • Stayed February 2010, traveled as a couple
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank mannecker
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Rating summary
  • Location
    4.5 of 5 bubbles
  • Sleep Quality
    4.5 of 5 bubbles
  • Rooms
    4.5 of 5 bubbles
  • Service
    4 of 5 bubbles
  • Value
    4 of 5 bubbles
  • Cleanliness
    4.5 of 5 bubbles
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English first
Ontario
1 review
Reviewed February 10, 2010

We have frequented this property during the winter months over the last 3 years. Unfortunately this hotel has gone steadily downhill. We book a one bedroom suite as we travel with our 7 year old daughter and need a bit of extra space. If this is what you have in mind and expect lots of space, you will be sorely disappointed. It is in fact a very, very small space.

The rooms: are in terrible repair. On our last visit, one of the chairs was badly soiled, the curtains were falling off the rail and the carpet was horribly stained. When I called housekeeping to report the stained chair, they removed it and told us they had no chair to replace it with. The curtains were quite high up and we were told they were not able to fix them during our visit. I should mention the televisions - they are from the 80's - no attempt to upgrade or replace them has been made. Housekeeping thanked us for letting them know about the stained carpet, but said they couldn't shampoo it until after we left - so we got to enjoy the dirt and stains throughout our visit. Also, we had a tiny little double bed (we are both tall adults) and a sloping ceiling in our room; the ceiling was so sloped, I had to duck to go around to the other side of the bed to open the curtains. I will also mention that the heat would not stop; yes, I know it is winter, but when we woke up Saturday morning, the room was 89 degrees. Since maintenance seemingly could not fix the problem, we had to have the air conditioning on to combat the heat; it is not pleasant having cold air blast throughout the room in the winter, but did it counteract the problem.

Service: Forget it; I strongly recommend if you want service, you go elsewhere as it does NOT exist here. Problem with your room - so what? Not happy with the hotel - they certainly don't care. I asked for a duvet for the pull out sofa - it took over 45 minutes for housekeeping to deliver a blanket; I told them I requested a duvet (like the bedroom has) and was told that is not what they supply for the pull out bed. I have never heard of this before; I like my daughter to be nice and warm when she sleeps and I don't think a sheet and blanket are enough, especially in the winter. Another example, I requested a separate shower when booking online, called the night before to confirm we were assigned a room with a separate shower and even asked when we checked in - I was told yes, we had a separate shower in the room. After shlepping our bags and food upstairs all the way to the end of the hall (no bellmen were present when we arrived), we discovered there was NO separate shower. We were told we could have another room on another floor, but never once did the staff apologize for their oversight.

Housekeeping: Was spotty. Some days we would come back to the room and the dirty dishes would be stacked in the sink. Others, they would be in the dishwasher. Only one time were the dishes cleaned in the dishwasher, though they were left for me to put away. On our last visit, we found someone's hair in the bathtub - there is just no excuse for this.

Noise: If you really, really like LOTS of noise, this is the property for you. It is non-stop all day and night. There was a party in the hall outside of our room; every time it was broken up, it would start right back within minutes. This went on until 4:00am. Not to mention the doors are so thin you can hear the people walking by the door talking. On the last visit before last we had a room facing the pool. Lovely view of the pool and village, but extremely noisy until the pool closed for the night.

Parking: Please be aware they charge $16.00 per day for SELF PARKING. If you are lucky, you may even find a spot. Most times you have to park along a wall since there are clearly not enough spots for the number of rooms.

Internet: As if $400.00 per night isn't enough, they will charge you $9.95 per day for internet.

Management: Just doesn't care. After several visits since January 1st, all equally as bad, I called the hotel manager. I never had a return phone call, so I left another message. Still no returned call. This seems to be typical of the attitude of management at the hotel.

For the rates the Westin charges, they should have much higher standards. It is nothing more than a 2.5* hotel (and only gets this rating as they are close to the village, otherwise a firm 2* would be most appropriate).

Please stay elsewhere. I have heard great things about Mosaic and the Grand Georgian and that is where we will stay next year.

  • Stayed January 2010, traveled with family
    • Value
    • Location
    • Sleep Quality
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank OntarioSkiGirl
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
toronto
Level Contributor
152 reviews
30 hotel reviews
common_n_hotel_reviews_1bd8 114 helpful votes
Reviewed January 29, 2010

Just returned from the Westin Trillium House- spent 2days and one night on the company's tab. We were a large group (approx 20 of us). Check in was seamless. I was skeptical after reading the reviews but what I was greeted with was the complete opposite. We might have stayed in the executive wing, as we had suites- inclusive of kitchen, living area, two bathrooms with double showerheads, and one king bedroom and one queen. The view was great as we looked right onto the slope. The beds were incredibly comfortable... only issue were the noise from the trucks (snow trucks?) reversing early morning.

Dinner at Oliver Bonnacini was fabulous. Breakfast and lunch the next day was just as great.

The hot pool was open as was the sauna - both were perfect on a snowy day. There's an arcade and a kid room as well.. Gym has all the basic necessities.

You're also within 2 mins of all the bars and shops in the village.

We had a great time. We also had a team building event which was fabulous - not sure of the company but the hotel should be able to put you in touch with them It was an amazing race concept and was very smoothly run and incorporated our company's values.

we had a great time. Had a slight mix up in regards to the late checkout for the group. But some of us managed to hang onto the rooms til about 1p.m.

  • Stayed January 2010, traveled on business
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank YasHKinZ
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ontario
2 reviews
Reviewed January 26, 2010

We stayed over Christmas, had fun at Blue Mountain and surrounding village shops,
but the Westin Trillium resort was very disappointing.

1. First impression of the hotel, older finishes and decor than we were expecting,
strange/unpleasant odor permeating the lobby from O& B's restaurant

2.Our room - upon entering, bedroom lights would not work, chips in furniture and dining table, safe broken with door hanging open, garbage in bin, coffee supplies missing.
Subsequent problems with our room- toilet blocked for the duration (they provided a plunger and no service for this problem), element on kitchenette not working, large spider webs in bedroom. To thier credit they sent a service person on our requests for the lights, element, and safe repair and did fix these problems.

3.Housekeeping? calling housekeeping? - this was the worst service of any hotel/resort ever! If you enjoy going out for the day and coming back to an untouched room with all your wet towels still piled on the floor, then stay here...we began to request housekeeping service before leaving for the day only to find it still not done! Complaints went nowhere, young twentysomethings who clearly do not care about customer service run the show at this place.

4.Your Bill - prepare to pay 22.50 per day for valet parking this was a surprise on the bill, for us around $125 that we hadn't expected

5.The outdoor pool was fun but not kept warm enough, the hot tub wasn't hot.

We won't be back!

  • Stayed December 2009, traveled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank howsitCanada
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Toronto
Level Contributor
5 reviews
5 hotel reviews
common_n_hotel_reviews_1bd8 13 helpful votes
Reviewed January 15, 2010

Didn't have a good experience. My story is too long to get into. Just of it:

- Billed 3 times for breakfast (despite it being included in package - Couldn't get order right)
- Given services with no mention of price (i.e. underground parking - found out after the fact and fee was waived)
- Constantly interrupted by maid service - no one was informed of our late check out.

On top of it, despite having the bill corrected upon check-out, after checking my credit card statement, I had the original (incorrect) bill charged.

They need a major overhaul with the way this Westin property is run.

  • Stayed January 2010, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
1 Thank krimef4i
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
toronto
Level Contributor
3 reviews
3 hotel reviews
common_n_hotel_reviews_1bd8 2 helpful votes
Reviewed January 13, 2010

My wife Ann and me, relative newcomers to Canada having relocated from South Africa 18 months ago, decided at short notice to spend a few days over new year’s eve at Blue Mountain, Collingwood, Ontario, approximately an hour and a half drive from Toronto. We obtained an on-line booking for the period 29th December 2009 to 02nd January 2010; as we do not ski nor participate in any snow sports (being from Africa) we selected this establishment primarily for it’s spa facilities that were prominently advertised on the website. Well from the moment we arrived, despite having been promised telephonically (on two occasions ahead of time) that we’d be able to obtain an ‘earlier’ check-in, we were informed by the person on duty at the somewhat make-shift looking reception area that ‘no’ this was not possible – in such a negative rude off-hand manner that frankly left much to be desired. The was our first experience of what became a common response to most requests or enquiries at the Westin Hotel. Fortunately after refusing to accept either her response or her attitude, we were immediately granted a room by another hotel employee who overheard our exchange with her colleague. We then discovered that the well-advertised spa was closed for business – the reason given: simply that the person who’d managed it had ‘disappeared’ and they had thus elected to close it – at the height of the holiday season. Literally that was the unprofessional manner in which we were informed of this turn of events – no apologies, no notice on the web-site, no alternative arrangements, nothing, just an indifferent shrug. Our room or rather ‘our suite’ was that in name only – it was simply the most basic tardy, tatty and tired-looking room that either of us had encountered anywhere in a long time – let alone at the rate we were being charged. Although supplied with two warm bottles of water (at an outrageous rip-off cost) we had to request soaps, plus other bathroom supplies such as towels, shampoos, body lotions, etc., a robe and clothes hangers for the closet, the so-called 24 hour (again as advertised) room service menu (there wasn’t even a room-service menu available) was a disgrace, whilst the empty bar-fridge adequately summed up the attitude of Westin and the standard of the hotel. The subsequent half-hearted ongoing servicing of the rooms each subsequent morning merely exacerbated this feeling. Similarly the equally prominently advertised exterior heated pool was at best luke-warm, whilst the so-called heated pathway to this pool was a joke. The hotel’s (sole) restaurant (‘Oliver & Bonacini Café Grill’) was limited but good, with some excellent dishes on the menu, albeit that the rudeness of one of the waitresses encountered on a number of occasions (specifically on two successive breakfast servings) left somewhat much to be desired – and certainly is not reflective of the standard of Messrs Oliver & Bonacini. However with only one restaurant, a pathetic room service menu, a limited hotel cocktail bar (with invariably only a single barman on duty at any time, despite the overcrowded nature of this area), a totally non-existent shop, it’s truly does not live up to its claim of being a ski-resort – or what one expects from such a resort. And despite being lead to believe that we’d receive expert advice and guidance apropos ski instructions, rental of ski gear, etc., there was a complete lack of information accompanied by a total attitude of indifference obtainable from the hotel. Incidentally we left a day early as asides from being totally disenchanted with the hotel and it’s extremely poor facilities, I inadvertently injured my leg in a snow-mobile accident necessitating my return to Toronto for medical treatment – however what was truly shocking was to discover that there was a total lack of any medical support or supplies available at the hotel, and furthermore no-one had any vague idea as to whether any such facilities even existed in the actual Blue mountain village – astonishing considering this is after all a ski resort. The overall impression of the village was of one that appeared like a makeshift film set (i.e. temporary and unauthentic), whilst the hotel over-promised yet simultaneously under delivered on every level – quite a feat to achieve. Westin and Starwood need to seriously improve their services on every level, we would certainly never return nor recommend it to anyone.

  • Stayed December 2009, traveled as a couple
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
2 Thank ohjaygee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Ontario
Level Contributor
26 reviews
9 hotel reviews
common_n_hotel_reviews_1bd8 46 helpful votes
Reviewed January 4, 2010

6 of us stayed in a two bedroom suite over the New Years and had a wonderful time. The place is well located and well designed.....yes, there was a shortage of robes, yes, when the place is booked to capacity you will have trouble finding luggage carts....yes it was impossible for the staff to clean all the rooms every day...half the place changed over each morning.......we found the staff happy and helpful but profoundly overworked given a capacity hotel at New Year's.....restaurant (O and B) expensive but terrific and not out of line........I agree with what other reviewers have said.......if you want and expect 5 star service you would not have got it last week.....my recommendation to the hotel is to more properly prepare for the holiday onslaught and staff the place more appropriately.....having said that, if you lower your expectations it is a great place to call home for a few days and a terrific spot to party in a great little resort complex.....I would think it would be ideal for families or larger extended families.....My hope is that the hotel reviews this website and makes some simple changes to bring the service up to what people expect from a Westin Hotel.......but.......we all had a great time and I cannot be too critical....the folks that were there worked as hard a humanly possible to keep up with the requirements of a hotel full of demanding people with 5 star expectations. Next time bring your own robes, carry your own bags to the car, haul all your ski stuff off your bed and throw it together yourself, open the window and enjoy the spectacular view, make yourself a Bloody Mary, light up the fireplace and enjoy a pretty cool hotel in a great winter resort. We travel a lot and have seen good and bad hotels everywhere. We had a great time over the New Year at the Westin Trillium.

  • Stayed January 2009, traveled with family
    • Value
    • Location
    • Rooms
    • Cleanliness
    • Service
Helpful?
Thank Radman2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Westin Trillium House Blue Mountain

Property: 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:
Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Kitchenette Restaurant Room Service Swimming Pool 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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