FlyerJ

Stayed at the Westin Trillium House last weekend - and although it's a nice looking place we will definitely not return. From the quality of service, it's obvious that the staff are very new to the Westin brand.

Check-in: Offered Platinum amenity but no upgrade (nor any mention of upgrade). Asked if hotel was full, and the answer was no. Received only a basic level room.

Room: Nice - the standard Westin design. Especially nice because it's brand new and still in good shape. Our room was classified as a "deluxe suite" -- but that's how this hotel has branded their standard rooms. The "kitchenette" is a small counter with a bar sink and a microwave.

In room food: Absolutely AWFUL service and food quality. We ordered two continental breakfasts through room service on Saturday morning. After 3 phone calls and well over a one hour wait, they finally arrived. Without juice. With about 1.7 cups of coffee in total for both of us. One single jam for us to share. One napkin for both of us. And one side plate. As for the food, the ultra-funky in-house Oliver & Bonacini restaurant served slightly warmed brown Wonder Bread for toast. Server justified the 1 hr plus wait by saying (a) the croissants were so good they were worth waiting an hour for and (b) it wasn't her fault because she was the only room service delivery person. For $40.

Restaurant: In spite of the awful breakfast, we tried O&B in the hotel for dinner and were pleasantly surprised. No bargains, but very good quality food with good service (nothing like our in room experience that morning!) Only complaint: the place is very, very loud

Room maintenance: Rooms are brand new so in good shape, but ... In-room coffee never replenished during our stay. No "do not disturb" sign in the room. Cover removed from our duvet by housekeeping and not replaced. Bottled water ($) consumed first night but never replenished. Second bottle of water in the room had already been opened before our arrival.

Problem resolution: Definitely not Westin calibre. We complained about our problems (primarily the breakfast -- most frustrating because waiting 1 hr+ for half a continental breakfast was such a massive waste of our time) to four people: Service Express on the phone, Service Express waitress in our room, Bellman at the valet stand a short time later (after he said, "I trust you're enjoying your stay at the Westin"), and the Front Desk. Not one of them could respond with anything better than "Uh, sorry." No offer to resolve the issue. No offer to have us speak to a manager. No phone call from a manager - ever. (The only resolution: the front desk waived the room service charge -- after I refused to pay it.)

For the balance of ski season, weekend rates at this place are well over C$250 per night. That might be worth it if this was a phenomenal hotel (it isn't) or if Blue Mountain was a great ski resort (hint: there really is no "mountain" within hundreds of miles of the place!)