"Dog Hair, Dog Prints and Broken Bathroom Fan."
Overall Score1.0/ 5
I recently was supposed to stay at the Westin Harbour Castle hotel last weekend. I decided to switch to this hotel from my previous accommodation as I thought this was a higher end hotel. I was promptly shown that wasn't the case. Parking Situation: Free, but unsafe. They don't have a separate walkway for pedestrians. You are required to share the road with the vehicles, nor are there any elevators for you to get from higher floors down to the main lobby area. I couldn't help but think how dangerous this would be in the winter time. I get it's an older hotel, but considering all the renovations they've been doing I would think that should be a priority. Check In: Mediocre The guest service representative who checked us in was quite short with me. Didn't seem to care it was our anniversary (although we noted on our reservation) and seemed to be rushing my check in (although there was no one in line behind us). Room: Completely Unacceptable The 1st room we were checked into was horrendous. There was an ALARMING amount of dog hair and dog prints all over the sheets of a made up bed. There were questionable stains on the carpeting. The bathroom looked like it had just been used before we arrived and not only that the ceiling fan was falling out of the ceiling. Mind you we were told upon check in that this was an "upgraded" room. We were then once again "upgraded" to a "suite", which in my opinion was not a suite. I've been to hotels where the standard room was better than the "suite" we were given. Check Out: Confusing, gave us the run around? Considering all that we had experienced, we ultimately decided to check out of Westin Harbour Castle and find different accommodations. Given the fact that we are in the middle of a pandemic where cleanliness should be top of mind, we couldn't bring ourselves to stay in that hotel. Regardless of being moved to a different room. I was not confident in their cleaning procedures. When we went down to the front desk (perhaps between 8 9pm?) after seeing the mess in our first room, we were told by the manager that he could not issue us a refund because we booked through a third party. Fair. So, he offered us 20,000 "Marriott Points". Sounds like a lot of points, right? Upon investigation, we discovered that 20,000 Marriott points couldn't even pay for a one night stay at Westin Harbour Castle. You couldn't even give us enough points to make up for the stay we intended? Or even just one night?! He then upgraded us to the "suite"(which as I mentioned, was hardly an upgrade). Now while we were in the new room, I called the third party booking service to ask if anything could be done about our situation. They told us a refund could be issued if the hotel requested it. We found this strange as we were told, we could not get a refund. So, we packed up our belongings, went BACK downstairs and let the front desk know we were going to be checking out. Before I could even tell them that they needed to request the refund through the third party app. I was told they were going to be refunding us. All of sudden, there was no problem with issuing the refund. I needed to do nothing else, they would request a refund for my full booking with no penalty. Here's where we had the issue. If you could do that from the beginning, why did you say you couldn't? Why give me useless points? Why have me going up and down the elevators with all of my baggage? Why have me checking out of your hotel at almost 12:00am, when this could have been done between 8:00pm 9:00pm when I first came down? Not only that, it took the manager all the way until 7pm the next day to actually check us out of the hotel and request the refund. And when he finally did call, it was almost as if he was irritated that he was doing so. Overall: 1/5 (The one star is for the “attempt” at resolving things) The cleanliness of that hotel will now forever be in question. The staff although it seemed like they were trying to help us, they were severely lacking in customer service (or perhaps we're just used to better service than that) and we did NOT appreciate being given the run around. Would never stay here again, nor would I recommend anyone stay here. Especially not during COVID. This hotel needs a complete and total overhaul of procedures and customer service standards. Perhaps we chose a bad time to stay here, but first impressions last forever and unfortunately, they will never be seeing us again. Very disappointing way to start our anniversary weekend. Sidenote: The new hotel we stayed at was beyond our expectations. The hotel was sparkling clean. They actually had a specialized service come in and clean the rooms properly due to COVID. This hotel actually even made an effort to make up for the experience we had at Westin Harbour Castle. They didn't even do anything wrong and yet they were going above and beyond for us. That is the kind of service I expect when staying at a hotel during a pandemic!
28-Sep-2020 Verified Review, stayed from Fri Sep 18 to Mon Sep 21 2020 at a C$99.97 average nightly rate.