The Westin Trillium House, Blue Mountain — Restaurant in The Blue Mountains

My husband and I chose this hotel as we are loyal Marriott brand members and we're Marriott Bonvoy Platinum Elite members. As a Marriott Bonvoy Platinum Elite guest + we are awarded many perks. We have stayed at the Westin, in past and each and every stay has been near flawless even when we were not Platinum Elite and that includes when we were not Marriott Bonvoy Members and it was under Starwood/SPG.||We were celebrating our Anniversary by partaking in the Thermal Baths at the Scandinave Spa, a must when in the Blue Mountains. ||I booked a one bedroom Queen suite on points. Thursday, prior to the Saturday stay, I was able to communicate via the Marriott mobile app. I was enquiring into the perks including the possibility of getting a King bed instead of Queen and possibly overlooking the pool/village view. The person on the other end was enquiring into whether we were celebrating anything for I to say our Anniversary and then, they asked for the number of years (23 together; 9 married) blabbering on and on about how much I love my husband no matter the number of years, telling a story, and I say, sorry, I'm giving you more than you asked for. lol They were kind, compassionate and appreciated the candor. I couldn't believe what I the next day!! We were upgraded to a two bedroom suite!! Oh wow. It's just the two of us!! ahaha. We were excited to enjoy a relaxing zen like stay even if it was for one night! After our stay, I requested the name of the person with whom had shown us so much kindness via chat - it got better too :-) Thank you Lynn P.!!! ||I requested an early check-in of 115pm and later on, a late check out of 1pm. ||We arrived shortly after 115pm, and we were happily checked by Chrisanta, with whom asked us what were doing for the day, Scandinave Spa!! Immediately informed us that the key card swipe station was being charged and the room would be ready any moment. Perfect. As we would've much preferred to drop off our things in the room and be on our way to the spa albeit we did plan, just in case we couldn't get into the room. ||We make reservations for Oliver and Bonacini for 730pm and up to the room we go. ||We get to room 382, and first of all, it's a trek from the elevator down a few corridors and it's right at the end. Closest to the Village Parking lot. lol Seriously, can burn off the calories. Anyways, we open the door to find this big, beautiful 2 BATHROOM, 2 bedroom, room!! Full kitchen too! This place was devine! We were so grateful then, we get to the kitchen counter, as the entry way has a short hallway, and to add to our surprise, a beautiful card, sparkling water, decadent and delicious chocolates welcoming us in celebration of our anniversary. Thank you Lynn P., again!! ||The entire time of our stay the staff were nothing short of attentive, kind, and willing to make our stay as relaxing and enjoyable as possible. ||Then, it was off to the Scandinave spa, for the afternoon where we were enjoying our time and realized 730pm dinner was too early as we didn't want cut our zen time short. So, I call O&B and no response. I then, messaged the hotel speaking with Saeka with whom I explained the above and she immediately took the initiative to change our reservation to 8pm, for us, by contacting the restaurant. Staff are busy as it is, and we were so grateful for her taking the time to do so for us, when we couldn't. Thank you. ||We return to the hotel, all rejuvenated and hungry. Off to O&B, and this well, this is where we take a star away. It is understood that O&B is not owned by Marriott however, and by being affiliated with Westin, is somewhat accountable for the choosing of such establishment. I would not recommend O&B for dinner. We arrived around 807pm. We were seated, it was fairly quiet within and a few minutes go by and a waitress comes to the table with menus followed thereafter with water. Around 845pm we're waiting and during this time in waiting, a lady was seated next us, a few minutes following us being seated, and then, moments later a waiter begins to take her order. We were seated across from what appears to be in centre, employee service station, and in this weird table for two set-up, near plants and it appears to be an afterthought of a table set-up. So, we're sitting there and we see the waitress come around the service station and by this time our water glasses are empty. This lady not appearing to be in a wait staff uniform picks up two jugs of water and I think great I'm parched I'm going to get water - nope. Looks at us and keeps walking past us. Then, the table seated next to us, her guests arrive with whom appears to be her significant other. The table next to us start getting their wine and dinner drinks and we're still waiting to get our order taken. Then, the waitress finally comes over and says, sorry, we were trying to figure out with whom was to serve you as you're seated in grey area. huh!! Then, proceeds to take our orders. I said, well that explains that. After our orders are taken the table next to us starts to get their order. While we sit "hangrily" waiting for even an app. My husband got the mushroom soup (did not like, ended up returning it - it was like a mushroom puree - looked like a gravy - he never complains - it's generally me) and I got the beet mushroom spinach salad. Delicious. Then, we get our entrees and my husband got the chicken on a bun and specifically told the waitress what he wanted and it came with pickles - he neither ordered nor were they on the menu listed as part and parcel to. Back that went to be properly returned. I get my order, Smoke and Charred half chicken with gochujang sauce, charred broccoli and as requested mashed potatoes opposed to the potato salad. Ewww. The cook placed the gochujang honey sauce (like that of bbq sauce) over the mashed potatoes and broccoli on top of it. It was a pool of bbq sauce on my mashed potato. I have never seen this. Although I would usually say something, I was so hangry too that I just tossed my hands up, moved the 'sauce" aside scooping out the pool within my potatoes and ate around it. All of this minus the soup, and with only water $83!! Did we tip - NOPE. ||We then, are thankful to leave dinner - wouldn't try O&B for dinner again, unless it was "on the house" go over to Guest Services to rekey our card for the late check out of 1pm and we were met by the lovely Saeka. We expressed our disappointment whereby Saeka said we should've made mention to the Manager. We did not. Just won't return, for dinner. ||Next day, after a great nights sleep - the Westin Heavenly bed is dreamy - didn't want to get out of it and we have a Tempurpedic mattress at home, get up to imbibe in breakfast (perk of Platinum Elite) albeit, in O&B but, we call done to order with my husband going to pick it up. Night and Day, difference, in service and the food was hot and delicious. I had the Spinach Cheddar Omelette adding in at extra cost of $5.40 mushroom and onion. It came with toast and plate of homefries. My husband had scrambled egg, sausage, toast, and a lot of homefries, including and of course Coffee. All delicious and the staff very friendly. The husband even went back down to get a few more cups of coffee for us, and at no charge. We would definitely recommend breakfast. As we relaxed in our beautiful room, I noticed how lazy we were feeling - still feeling relaxed after the spa evening lol, I mobile chat and later hear, with Mickey, requesting a check out 130-2pm check out. Each and every time, staff were happy to do whatever they could to ensure a great stay. Yep, all set for 2pm. ||Then, we're thinking why don't we come back for our actual Anniversary date, few days following (this was a Saturday check in and now we're looking to come back Wednesday) take in the Spa, get a massage, more of the spa lol then, dinner, just relax in the hotel. We booked a room! I then, think I wonder if I just ask for the two bedroom now, if the staff could see what they could do, and lo and behold and I believe it was Mickey again, not a problem and with full transparency mentioned that he couldn't give us late check out for whatever reason. It didn't matter, luckily, I have to be home for work in the afternoon. Perfect, we're coming/going back in a few more days, and we can't wait. ||To anyone with whom has encountered an issue with the Westin hotel staff, it has to be a one off. We had spoken with staff either through mobile chat, on the phone, and in-person; and, each and every time, with different staff, all were very compelled to give us an extremely pleasant stay. I am hard pressed to find any fault with the hotel at all. I can't fault the hotel/ hotel staff directly, with respect to O&B, I do fault the owner/company for which I believe is Intrawest/Westin. I think the Keg would do extremely well within. I do know that O&B has had a long standing agreement with this hotel so maybe it's not yet up for debate. Anyways, to Lynn P. with whom kicked it off with a huge bang, to the treats!! To Chrisanta, with whom was very welcoming, to Saeka with whom was kind, courteous and showed us compassion to Mickey and to the entire team behind the scenes including housekeeping, thank you for a relaxing and lovely stay!! ||See...

Overall, we enjoyed a peaceful and satisfying stay. However, as a 4-star hotel, this location falls short in service and daily upkeep. The latter being less important although not immaterial observation.

We were updated to a 2-bedroom suite facing the mountain (not the village). During the summer, mountain facing views are not very attractive. In addition, our room overlooked a construction staging area. We were informed that a Village-facing room was not available. Our room was fairly well maintained with a fully kitted kitchen and luxurious and plush beds.

We discovered that even numbered rooms face the village and odd numbered rooms face the mountain. The website is not helpful when trying to determine the view the room you are reserving will have. It seemed that rooms did not consistently show “Village View” in the description. Also, be mindful of the difference between a balcony (includes chairs and table) and a French balcony (just a gate in front of a sliding door).

The mountain facing rooms are oriented to the South and during the summer become very hot. We had to keep all of our blinds drawn in order to maintain a comfortable temperature in the room. As a result, our room was completely dark throughout our stay and weren’t able to enjoy any views during our stay. A reflective tint would go a long way in helping to make the room more comfortable.

We had mixed experiences with technology. The TVs in to rooms were large (I estimate 65”) and of good quality. The streaming services included Netflix & Prime TV and worked reasonably well. Wireless internet worked ok but disconnected nearly daily. Our mobile key worked ok but did stop working at an inconvenient time and we needed to obtain a physical key.

The bathrooms were large and had plenty of thick towels. Oddly, management opted to skimp on toilet paper which was of the lowest quality.

There was ample closet space and plenty of other storage.

Underground parking is available as is Valet parking. EV charging is available for free on P1 and to the left as you enter the garage. There were 2 Tesla Destination chargers and 4 j1772 chargers. 2 chargers were not operational during our stay despite reporting the same to hotel staff. The walk to the elevators was long. For those with mobility issues, consider requesting luggage assistance.

Staff service was polite but inefficient. The front desk was oftentimes unstaffed and wait times for assistance was the norm. Again, the staff was always polite but service felt chaotic.

The hotel itself is in an idyllic location and is beautifully situated. As a 4-star hotel, though as I mentioned, it falls short in many areas. Namely:

The windows throughout the hotel were noticeably filthy fixtures and surfaces needed cleaning/polishing (especially in harder to reach areas) a concierge was not a provided service the Bonvoy Elite Status desk was NEVER staffed the carpets (especially the ones in the elevators) were dirty and carpet mats were not replaced with clean mats no property map offered no description of hotel services at check-in

The pool area was nice, not great, and was quite small. Pool towels are provided by an attendant and were small and of poor quality. The pool water was cloudy and looked as if it could benefit from additional chlorine.

We recommend this hotel and its location. However, set your expectations accordingly as we did not experience the quality customary at a 4-star...

I've been a regular visitor to the Westin Blue Mountain for nearly a decade, making it our go-to escape, especially for our skiing excursions. We typically opt for the presidential suite, a lavish choice that comes with its price tag, but one we've found worth the splurge for its luxury and convenience. The Westin itself is a beacon of maintenance and hospitality, nestled in the vibrant Blue Mountain area, rich with activities.

However, recent experiences have led me to reflect on the value and service quality. The most noticeable changes have been in customer service and amenities, which seem to have dipped. For instance, the room service menu has become disappointingly limited, not what one expects from a hotel of Westin's stature, especially with a variety of dining options just a floor away. This limitation is particularly challenging for families like ours, with young children, making the convenience of room service not just a luxury but a necessity.

Upon arrival, the valet and luggage assistance service felt less welcoming than anticipated. Assistance was offered, but it lacked the proactiveness and warmth we've come to appreciate in higher and hotels, making it an awkward experience. The offer was put out in a way that the person clearly did not want to help us with our bags so I just said I will do it and it was the same thing when we left I’ve never experienced this in a hotel resort before, especially pulling into valet with lots of bags. Management reading us. You absolutely have to train your front door people to bring a cart out to the trunk and say let me help you and not do you want me to bring your bags in.

During our stay, we faced a surprising refusal from the restaurant for a takeout request, citing busyness, which was inconvenient given our situation with sleeping children. While the staff remains friendly and the hotel maintains its charm and quality dining, these service gaps are noticeable.

I'm hopeful for a return to the high standards we've known, particularly an expanded room service menu and enhanced guest services. Additionally, an improvement in the playroom facilities to accommodate older children would greatly enhance the family-friendly appeal of the resort. The current playrooms the size of a standard bedroom, and is geared towards toddlers.

Despite these points, my loyalty to the Westin Blue Mountain remains strong, driven by years of cherished memories and traditions. My feedback comes from a place of affection for the resort and a desire to see it thrive. I look forward to our continued visits and the chance to see these enhancements...