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| - I stay at a lot of starwood hotels. I spend over 50 nights a year in starwood hotels, and I've stayed at this property many times before and had a great time with clean rooms and on point staff. My last experience here (august 08) was the worst I've ever had at a starwood property. To fully capture it I'm including the bulk of the snooty obnoxious letter I wrote customer service to try and get some money or points back
1.) When we got to our first room it reeked so horribly of cigarettes
that we couldn't sit in it without the door open. When the hotel sent
up a bellman with keys to our new room it took 45 mins. We could have
been notified it would take so long and gone out, or waited in the
lobby, but instead we waited in the room since after multiple calls we
were assured the keys would be up "any minute." The bellman himself
found the smell overpowering.
2.) Upon moving to our new room it had a dank musty smell and
there was mold around the vent for the AC (I took a picture and will
gladly send). Given our experience switching rooms once, we figured
we'd just let it go since we wouldn't be spending much more time in
the room, and there was no reason to believe any other room within the
property would be better
3.) When we got into bed later in the evening we were greeted by the
strong smell of URINE from the comforter. We removed it from the bed
and since the rest of the bedding smelled okay and the late time of night, we just waited till the morning to get the room cleaned
4.) the next day we had to call [housekeeping] 3 times in the
afternoon to get our room cleaned, granted we stayed in the room till
11AM, but our primary concern was the removal of the urine stinking
comforter, and given that we explained the situation it shouldn't have taken multiple calls.
5.) There were 3 different couples from my family staying at the hotel
this weekend. My cousin and her husband where at the hotel with their
baby and they had a car with them. Upon returning on friday night
they were told there was no way the valet could park the car for them.
They were given no indication ahead of time ( when they retrieved the car to hours earlier), and with a baby and all the equipment ( stroller, diaper bag, etc. ) they should have been given some warning, assistance, or reasonable options. It is ridiculous that for 1 car between 3 different couples, including a platinum guest, that the hotel was incapable of accommodating the vehicle. They should have at least refunded the full valet charge.
We were assisted by the night manager who came to talk to the parking
attendants (and was extremely helpful) , but because the hotel had contracted with a 3rd party for parking, the end result was that
we were directed to offsite, unattended, unsecured parking with an
sketchy walk back to the hotel.
For any one of these issues I would have been annoyed, but all of them considered, my stay looks like a 20/20 expose on how not to run a hotel
I have stayed in this property multiple times before and been
extremely happy with the service, but this experience was ridiculous.
I have family living in nearby so I often stay at the Westin, as do other family members, but after this experience I cannot recommend this property in good conscience.
...
I am familiar with a variety of Starwood hotels and this is the worst experience I have ever had in terms of lack of service (though I was impressed with the night staff) , poor cleanliness, and overall poor property management
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So that was my giant bitchfest, they get 2 stars instead of 1 because the night staff tried to be helpful, and starwood gave me 8000 comp points. But really there are many better hotels in toronto, including other starwood properties
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