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Reviewed 15 August 2019

Upon check in- we were given the first available room which is great- but it did not have a balcony. This needed to be communicated during check in. We were very disappointed.

We opened the sofa bed to sleep in that night and the sheets on the bed were dirty. Disgusting!

The parking was way too expensive considering all of the free parking in the village. We ended up parking in the free overnight parking lot which was fine. But then we were asked by the bell desk why we did not park at the hotel when they saw us walking back from the free parking lot. It's not rocket science! It's too expensive!

When we checked out we requested a luggage cart. We never got one. Guests should not be allowed to hoard them in their rooms, which is what we were told. We ended up carrying all of our bags down.

We went to the pool everyday at various times during the day. Each time we went the lifeguards were on their phones. Why is this allowed???? How can they save a life if they are looking down? When they were not on their phone, they were socializing with the second lifeguard that was there- which again means that they were not paying attention. What a waste of money to have two lifeguards sitting there not doing their job. More importantly, this is NOT safe for guests! Lifeguards should NOT be allowed to use their phones on duty. It defeats the purpose of their role.

And lastly, this is a large hotel chain. We were SHOCKED that wifi was NOT free in the rooms. The fact that you would charge guests for a basic necessity is RIDICULOUS. It is 2019....get with the times!

Blue Mountain itself and the village is so nice for families. We purchased the wristband (Play all day) in the morning and were able to use it for two entire days (until 9 pm the next day). This allowed us to go on the mountain coaster 5 times, mini putting, rock climbing, the gondola, plunge aquatic centre, etc. as many times as we wanted. It is a great deal and would highly recommend anyone getting the wristband if you plan on doing all of the village activities (which are expensive on their own).

Room tip: Request a room with a balcony facing the village.
Date of stay: July 2019
    • Sleep Quality
    • Rooms
    • Service
Thank 68norac
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
KevinKingsbury, General Manager at The Westin Trillium House, Blue Mountain, responded to this reviewResponded 16 August 2019

Dear 68norac,

Thank you for taking the time to post a review following your recent visit, choosing the Westin and for your loyalty to Marriott Bonvoy. We are disappointed to learn of your disappointment and want to assure you that this is not representative of our commitment to service excellence.

Our Housekeeping Team is usually quite diligent at ensuring all guest rooms are in good working order prior to arrival. The conditions you described, specifically the pullout couch appearing to have been overlooked during service, falls well below our brand standards and warrants follow-up internally. We have directed your comments on this oversight to the leadership team within our housekeeping department for coaching purposes.

With regard to luggage carts, it is most unusual for our lobby to be void of all carts, our valet team is generally very proactive at monitoring availability and actively moving carts from the floors and our garage. We will provide your commentary to the Front Office leaders for further discussion and to avoid a repeat of this service.

The lifeguards are not permitted to have their phones on the pool deck and we apologize for this observation. We post 2 guards during a shift and they rotate between actively monitoring, and when on a break period are permitted to read a book. We understand the poor impression this has created for you, and will certainly use your comments in our daily briefings with all associates in this department, to highlight expectations and adherence to protocols. We appreciate you bringing this concern to our attention.

All guests have access to our basic Wifi service, suitable for viewing e-mail and browsing the internet. We offer premium Wifi service for a nominal fee, suitable for viewing e-mail, browsing the internet and downloading media.

Finally, we are delighted to see that the "Play all Day" wristbands enhanced your experience, and provided you with access to all the attractions and on multiple occasions.

We do hope these isolated issues will not deter you from visiting us again and look forward to welcoming you back to The Westin, Blue Mountain.

Yours in Hospitality,
On behalf of The Westin Trillium House

Kevin Kingsbury
General Manager

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC
Reviewed 14 August 2019 via mobile

We just got back from a 2 nights stay at the Westin Trillium House in the village of blue Mountain in Ontario by Georgian Bay.
The hotel stay was amazing. We had the suite with a balcony overlooking the pond, swimming pool and the entire village. Staff were very professional and always wanting to help. Flavio at the front desk made the check-in proc as easy. Also Greg Timmins was very helpful. Who turned out to be from Mississauga (former teacher). Very pleasant to deal with. All in all amazing stay.

Date of stay: August 2019
Trip type: Travelled with family
Thank Farid G
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 August 2019 via mobile

Another great visit to the Westin Trillium! I’m a gold elite spg member. I was not offered an upgrade until I asked and then received a nice room. I was not asked to sign a waiver for my dog even though the check in person pet and said hello to my dog so had to ensure this was done later.

I called to ask about a free shuttle to nearby Snowbridge Way and was told “no” , we will get a taxi for you. The taxi charged almost $10 and said the hotel should have told us and the driver gave us the direct number for “at your service “ and he said we should never have paid for this short ride.

All else was great from room service to check out to valet parking and all that the Westin has to offer.

Next time ,

I’ll check in at the elite desk and ask more questions as we do go to this lovely resort a couple of times per year.

Date of stay: August 2019
Trip type: Travelled with friends
1  Thank Jourknee
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 13 August 2019

Our second stay at this hotel. Check in was a bit harried as hotel was fully booked, but it all got sorted out, and the front desk was helpful. Room was in excellent shape, nice and clean, with the kitchen fully stocked. Beds and pillows were super comfortable. Bathroom clean and new, but please bring back the Speakman 2000, none of this rain shower business! One downside was that our room was really, really, far from the elevators. On the flip side, it was very quiet. Overall very good.

Couple of things to note: since our last visit, the parking situation has changed, there is no longer a free option (in the gravel parking lot beside the hotel), the choices were underground and valet around $20 and $30 per night, respectively. Apparently one can still park in the gravel lot during the day but not overnight. Best to check upon arrival. Second, the play all day pass - great value, ours lasted for two complete days, so it was an even better deal. Just purchase from front desk at any time.

Date of stay: August 2019
    • Sleep Quality
    • Cleanliness
    • Service
Thank MandM_Ottawa
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
Reviewed 12 August 2019

We tend to end up here once a year. This is a fantastic place to stay for several days. Everyone that you encounter is helpful and friendly. It is not uncommon to see a staff member running to complete a task. The village is a wonderful place to wonder about. The live music at night in the square is fantastic. The food here is also great.

Room tip: Our room was a junior suite with a balcony overlooking the man-made pond.
Date of stay: August 2019
    • Location
    • Cleanliness
    • Service
Thank greggles123
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC
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