Westin Prince

Location is far and rooms are nice but property is empty and renovation work at the time of reservation. . Poor choice of food in coffee shop . . Good service recovery by the staff . .

Beautiful Hotel! Staff are very professional and eager to help! It's a little bit of paradise in downtown Toronto. Will definitely return!

Great place for business conferences. Great staff and amenities!!

I am writing this email in regards to a horrible hotel experience that I encountered whilst staying at your Toronto location from September 13th-18th. I have stayed at many different hotels around the world including Pan Pacific Vancouver and as I had an amazing experience at this location in my city, I thought I would book Pan Pacific in Toronto for my birthday as I expected your company to hold the same standards throughout all locations.
I am very upset that my birthday vacation was ruined due to the experiences we encountered whilst staying at your hotel. I understand there are certain restrictions due to COVID-19 like no access to amenities and we kindly respected all of the rules and regulations during our stay but your staff did not as multiple staff members were seen walking around the hotel and sitting at the front desk with no masks on, This was a major shock for me as it is not only disrespectful to your guests and a huge health concern but also breaking bylaws in city of Toronto (541-2020)
On our last day at the hotel, They had issues with their plumbing and we had no running water in our room which meant that I could not take a shower before my extremely long flight home. (we have included attachments of the issues we had with plumbing)
We have created a list of all the other issues and concerns we had whilst staying at Pan Pacific Toronto.
-No lights
There was no real lighting in the room as there was just 3 lamps which was very dim in the evening to get ready for a night out
-No bathroom fan
There was no fan in our bathroom, only a small vent which did not help with any smells
-No clean towels
Towels had to be requested where as most hotels provide towels daily
-No maid service
Our garbage was sitting in the room for the entire duration of our stay and our sheets were never changed
-No room service or restaurants
No food available in the hotel
-AC was a fan
The air conditioner did not cool down the room as it was quite warm at night and you could only feel room temperature air blowing from the machine
-No microwave
We could not heat up any of our food or drinks
-No coffee or cups
There was only 2 bottles of water in our room
-No ice
We called customer service at the hotel to request some ice for our water and we were advised that the ice machine is out of service and to go to a convenience store to buy ice but even if we bought ice there is no place to keep the ice like a freezer
-No robes
As this location is classified as a 4 star hotel, I would expect you to have robes for your guests
-No balcony access
The balcony door was screwed shut so we could not go outside
-Outlets not working
There were 2 charging ports in the desk beside our bed which did not work
-ATM not working
I needed to take out cash and the hotel ATM was not working so we inconveniently had to search around for an ATM at stores around the hotel
-Inconvenient hotel store hours
The only store in the hotel was open for 4 hours a day from 6pm-10pm which was inconvenient as we were busy at night and only had free time in the day.
-Hotel is under construction
We wanted to take pictures of the hotel like displayed on your website but the outside of hotel building looked like a construction zone

I am unhappy that these are the memories that I have for my birthday and very unsatisfied with my stay at Pan Pacific in Toronto and if this situation is not rectified correctly than I am sad to say that Pan Pacific has lost the business of me and my family.

Excellent breakfast served at the Seasons restaurant

This hotel has not been the same since it became Pan Pacific from Westin Prince. We felt that we got 5 star treatment when it was Westin Prince at fair prices. Now the prices are overly inflated and the level of service was poor. From the get go, they tried to upsell us. I understand they may be struggling with COVID but this is not the way. We will not stay here again. The rooms were clean, but thats not asking for a lot.

Great brunch for a couple or for a family event. We are returning for mom s 90th birthday party!

Nice clean rooms. The service in the breakfast lounge was very good.

We went for brunch. The service was poor in that we had to ask for simple things like our plates being cleared (they started piling up). They ran out of cheese cake with 1.5 hours to go. They were flaky/a bit rude about a special request to cook an egg longer. We had to hunt down a waitress to order wine. We had to ask for the bill as well after waiting for some time after clearly having eaten dessert/sitting around. Too much aggravation for an expensive (supposedly) high end brunch. The waitress was also pretty surly and seemed uninterested in her job.

Good place to stay at, some staff are good while others leave little to be desired, ie siva at front desk, very abrupt.
Update, mood changed better on the phone.

The rooms had a lot of space and accommodated everyone at our event and the staff were very helpful and very friendly towards everyone.

I've had a lovely experience. The staff is very accomodating. The hotel has an elegant feel and the rooms are very comfortable. I have absolutely no complaints and will definitely come back.

Beautiful venue with clean, spacious and modern rooms.

Nice setting, surrounded by trees. Lobby and common areas are Westin nice but rooms look old and outdated.

It's an icon... And thank goodness they fixed their stupid parking system.

Nice hotel with friendly staff. I was there for a conference for a few days. There are restaurants and a Tim Hortons within walking distance. There's a green area out back that is nice too.

The rooms are getting a little dated but my big concern was that the faucet in the shower is labeled incorrectly. If you turn it clockwise it gets hotter, not colder. The plate on it says the opposite. A kid could burn themselves.

There was no bar fridge in the room either. Just an empty hole where one used to be. If you need one, I'd double check your room has one when booking.

Like my review if you found it helpful.

Lobby, bar and restaurant are at least 4 stars. Rooms are 3. Pool area is great. Overall the rooms aren't worth it. Everything else there is.

The staff is not very well versed with each other. The ambience is okay,but the service is poor. Not valid for money

For a hotel that is as expensive as this you'd think they would have better party service. Got the food wrong it was cold salad had a bug on it. Rooms are very iver priced at almost $200 a night

Very average. Disappointing gym for a 4 star. I've stayed at better Four Points locations

Hotel is outdated needs renovation. Can t find a plug to charge my phone beside the bed so inconvenient , no fridage in the room only upon request...small things but makes a huge difference.

They have an outstanding gaming station downstairs and their hotel looks beautiful inside as well

This hotel has LOTS of dining options. We tried two of the attached restaurants (the lobby bar and the Persian place), and they were both good. There are also restaurants right across the street. I also really liked how the back of the hotel didn't feel like it was in a city. The trees, grass, etc were very relaxing.

I stayed at the hotel in 2015 and had problems with my room due to air conditioning noise, they came to repair the problem the next day but the same noise came back. I had to finally change my room after 2 nights of not sleeping. In the new room they gave me the phone did not work and had to be replaced along with the desk chair that was broken. It's lack of attention to detail and not what you expect from hotel in this category. They partially compensated me and told me to call them in advance the next time I was coming to Toronto, which I did and left a message, but they never returned my call. It is a nice looking hotel, I suggest you check your room carefully before unpacking in case there is a problem and you may have to change rooms.

Good place to stay close to downtown Toronto. Close to hwy 401 and DVP. Fairview mall is close by. Lots of restaurants available in walking distance.

We booked this hotel for the Canada Day long weekend. The rooms are really clean and well maintained, and the staff is very friendly; however, the TV may require some replacement as the image is very grainy no matter what channel you're watching.

We had breakfast included in our booking. While they provide a lot of diverse and quite good options, be advised though that the breakfast is mostly a forgettable adventure: the poached eggs are served way too watery (probably not drained well of the excess water; better stick to fried eggs), and the bacon is a clumsy proposal, not quite charred but on the verge of. Pancakes are on the dry side even if you use maple syrup. You may have to use a lot of syrup to make it a bit more palatable - provided you're ok with that much sugar in your system.

Note that it's not that bad overall; one has to be careful though while navigating through all the breakfast options to make the morning meal enjoyable. Oh, and they really serve a wonderful coffee!

This is a gorgeous hotel that has been recently renovated. They have a beautiful pool and gym, and the restaurant looks great though we didn't eat there. It is now a Marriot property. They have now thought of everything, like lavender oil by your bed to help sleep, rentable workout gear, and many other small but lovely touches. Great location, across the street you will find many great restaurants.

Service is great, bed is extremely comfortable, nothing to complaint about.

Clean and comfortable facility and very nice inside and outside with many choices to dine withing the hotel facility or across the street. I liked everything about it except that you have to pay for internet and parking.
I would totally go there again.

Staff very friendly nice facilities enjoyed the food

In a poor location which takes away from the value of the hotel. Good restaurants are 5-7 miles away. The restaurant is incredibly over priced with poor service and a la carte. The rooms are nice and clean.

Horrible management!!! We had to change room because heat wasn t working and my 80 years old father was freezing, Upon checkout I got charged $250.00 cleaning fee???? When I asked the MANAGER on duty about the charge he said we found evidence that someone smoked in the first room!!! I m not a smoker!! They apparently found ashes from previous guests and charged me?????????we stayed at Westin prince many many times, I m very disappointed and sad because we loved this hotel, I lost my trust, got charged for something I DID NOT DO, At Westin prince guests satisfaction means nothing.

Friendly staff, clean rooms, great breakfast and services, parking available. Would definitely stay there again!

Nice courteous staff but the hotel needs a lot of improvement.

Ballroom and pre function space was modern and likely recently renovated. Attended wedding in ballroom which featured high ceilings and high end finishes, column free. Would recommend.

Nice hotel, but in desperate need of maintenance. Has many issues due to the age of the hotel and lack of maintenance.

We were a group of seven that attended the Christmas day buffet dinner. The decor, service and MOST
of the buffet were terrific our major complaint
No ROAST TURKEY and
No mashed potatoes and gravy
How big a deal would it have been to have a tray of mashed potatoes
and a roast turkey at the carvers station.
very disappointing.

Attending a course. Great facilities, friendly staff, just wish they hadn't decided to do a bunch of drilling in the next room while the presenter was talking. Seems like something they could have timed better.

Nothing bad about it, but nothing great. Rooms are dated but in good condition.

Property is under renovation and your stay may not be very quite or comfortable at this time.

Very nice. But paying for parking while staying there sucked

This hotel should be avoided especially after its change of ownership. The rooms were dirty, the a/c was terrible, and the rooms lacked essentials such as cups and coffee makers. When I went to the front desk to obtain cups and coffee I was rudely told to seek out the local dollar store. Also, most of the staff including cleaners were not wearing masks properly if at all.

We had an extended stay at the prince hotel on York mills rd and can't find eough words to describe how pleasant it all was.

The hotel is clean. Rooms are spacious. Beds are very comfy. The restaurant is never noisy. It overlooks green space which is wonderful while you eat. The meals are scrumptious. Breakfast buffet is very nice with a wide variety to choose from. Always fresh..always available. We have not encountered a single staff member that was not kind, professional and courteous.

Additionally we love the hotel due to its location. A bit up town but everything is close by and there is easy access to all highways.

I would highly recommend this hotel. It was a very pleasant experience and we plan to return at a later date

Katsura restaurant - the best sushi you'll eat anywhere.

In a rush, I left my brand new tablet on one of the trolleys by the revolving main doors. I was at my next location when I realized it was missing. Matthew from the front desk saw it and put it away safely for me. Thanks goodness.

Overall service is just average here. Not what I expect from a Westin. Likely a Franchise location and not a management contract or corporate hotel...it shows.

The price is good enough, it is lower than my think. The room is big but not new, the view is cool.

The staff are very nice and helpful, the rooms are very clean and the location is in the heart of Toronto and is near everything.

Wonderful place. Had our company annual christmas party here

This hotel has gone downhill! There was no AC on a very hot day of almost 40 degrees. When we called room service, it took several attempts to get through. Then they switched us to another room where the AC barely worked there too. It was very chaotic, not a restful evening that we were looking for. No attempts made to offer a satisfactory solution, very disappointing.

Rating based on them charging $12 / day for wifi!!! They gotcha.

This visit was for our anniversary. When I mentioned this to the front desk person, she upgraded our room to a suite for free. Beautiful room, clean hotel, good location. We've stayed here many times before and will stay again!

I was at a conference, the amenities were fantastic!

The room was beautiful with a nice view . we got a room of 4 however you could easily have 8 or more stay. very spacious!! unfortunately while there was a balcony it was bolted so we couldnt access it. But ammenities where really nice aswell.

I heard is a five stars hotel and the coolest hotel in the city!

On previous occasions my stay has been generally good, however this time hasn't been so good. I have no fridge in my room, we have our dogs in a dog friendly room however they have run out of beds.

Very nice accommodation. Friendly and helpful staff.

Incredible service. Beautiful hotel. Great food. The suite we had was enormous, happy to have had many different apps on the TV. Beautiful decor. Great hotel!

Great food and service at Seasons but the parking system is flawed. If there is an issue and you press for assistance, no one answers (happened twice in a week with one wait for assistance being in excess of 5 minutes and pushing the button 6 times) and you end up paying because you are trapped.

Highly recommend this hotel! We initially had some trouble with the online booking. The manager Cynthia Kim was extremely professional and helpful resolving the issue for us right away. The hotel made sure we had a crib for our baby. The room was comfortable and clean. We are definitely coming back here in the future.

Hotel experience was great except one major issue that ruined it all. The terrible parking system is a damn disaster. The hotel acts as though they have no responsibility to provide parking that does not make their customers late EVERY DAY. (I was told by security that the system malfunctions every morning causing customers to be late getting out of the parking lot). This is unacceptable. I have reviewed the parking system company as well.

If this issue is not fixed by the time I have to return to the area I will go somewhere else simply to know I will get to my meetings on time. The hotel can be great but if it causes me to be late everything else is worthless.

Change your system. It is terrible.

In the midst of a remodel, nice hotel, but pricey for what you really get

Solid hotel, friendly staff. Been here a few times, clean rooms and spacious.

Attentive staff, nice amenities, and comfortable rooms, with proximity to many eateries.

Had a Roger's employee event and the appetizers served were amazing