The Westin Harbour Castle, Toronto

I stayed at this hotel for the first time with my 9-month-old dog, and we had a wonderful experience! The staff were very accommodating, welcoming, and friendly. I especially appreciate how pet-friendly the hotel is, not only welcoming pets but also providing thoughtful amenities for them. Another big plus was the Marriott Bonvoy app! I was able to make requests and ask questions through the app, and the online team responded quickly. Even before we arrived, the hotel had already prepared the things we requested, making our check-in and stay so much smoother and more comfortable. Their excellent online service before and during our stay really made a difference. Overall, we felt very welcomed, both as guests and as pet owners. Such a wonderful experience! We would definitely love to come back. 💗🐾✨

We had a fantastic stay at The Westin Harbour Castle with our family. From the moment we arrived, everything was easy and welcoming. The valet parking was completely seamless and took away the stress of having to find parking downtown. Yes, it was $60 per night, but for us it was absolutely worth it since we didn't need our vehicle at all during our stay. Check-in was just as seamless. The staff were friendly, knowledgeable and genuinely helpful. They gave us plenty of useful information about the hotel and amenities without us even having to ask. One of the highlights for our family was the fifth floor. There was so much to do, including the swimming pool, basketball court, tennis court, recreation room and outdoor space. We spent hours there with our children using the pool, basketball court and tennis court and had a ton of fun. Our room was clean, the amenities throughout the hotel were well maintained, and we had a beautiful view of the lake from our window. The location was also extremely convenient for exploring the waterfront and Toronto Islands without needing our car. Overall, it was an excellent family stay and a great experience from arrival to checkout. We would absolutely stay at The Westin Harbour Castle again.

I was very disappointed with my experience at The Westin Harbour Castle Toronto yesterday. After my family returned from an island tour, we were waiting outside the hotel for our Uber. I needed to use the restroom, so I went inside and politely asked the janitor if I could use it. Without much courtesy, he told me I wasn’t allowed because I wasn’t a hotel guest and walked away while I was still speaking. Hoping for a more understanding response, I spoke with the manager. Unfortunately, he also told me I couldn’t use the restroom because it was the hotel’s policy. He even compared it to a gas station, saying you can’t use their restroom without buying something. I understand that every business has the right to set its own policies. My disappointment wasn’t just about being told “no”—it was about the way the situation was handled. A little kindness, empathy, and professionalism would have gone a long way. Instead, I was left feeling embarrassed and unwelcome. Hotels, especially those with the reputation of Westin, should strive to make everyone feel respected, whether they are registered guests, restaurant patrons, visitors, or people simply asking for help. Customer service isn’t just about enforcing policies—it’s also about treating people with courtesy and dignity. I hope the management will reconsider how situations like this are handled and remind staff that compassion and respect leave a lasting impression, even when the answer has to be “no.”

Overall, this is a good and decent hotel. The room and bed were comfortable, and the bathroom was well designed and maintained. The amenities were also good, and the harbor view from the room was a nice bonus. A few areas could be improved. The hotel felt somewhat dated in certain aspects, and the breakfast selection could have been more varied. Nevertheless, it was an enjoyable stay overall.