Westin Hilton Head Island Resort & Spa

I visited this hotel for a getaway from Atlanta. My room (1041) was very clean and extremely comfortable. The staff were friendly, and the resort itself was beautiful. Windu and Haleem provided amazing customer service and truly stood out. I appreciated that the hotel is dog-friendly, but I do wish I had known this in advance, as I was looking for a quiet place to relax and recharge. Unfortunately, a few rooms near mine left their dogs unattended, and I could hear barking and scratching at the doors for hours while I was trying to rest. It was very disruptive. I informed the front desk, but the issue was not resolved. Overall, the property and staff were wonderful, but the noise from unattended dogs impacted my ability to fully relax. I dont think I will be back here again. Otherwise a beautiful place.

Currently checking into the Hilton head. So far not a great Westin experience that we are accustom to. Upon arrival, we pulled into valet to offload my father in law who is wheelchair bound and to check in /leave the car with valet. They brought me a cart and I then had to load it solo while also dealing with my father in law who is fully dependent. Zero help was offered. We are titanium elite member where we traditional check in whenever and out whenever. Rooms weren’t ready, which is totally fine but then when we asked what we could do in the meantime that was wheelchair accessible, we were looked at like a deer in the headlights. We were told to ask concierge. The lady at concierge (Tina) was kind and helpful and brought a manager over who ultimately was no help either. I do not recommend this property to any one with Marriott status that is use to being treated with respect from other property’s. In addition, when our rooms were finally helpful 3 hours later, one of two rooms was ready. So we went upstairs as we arrived to our room the adjoining room was just finished being cleaned so we went back down to get Offaly checked in where we were told it was not ready and hadn’t been cleaned yet and that we needed to wait. We told them we just spoke with house keeping and they said it was ready. When the rude guy at the front desk finally went to the back to ask if it was ready he told us that a manager had to go up to make sure the room was cleaned. He then proceeded to lie and say he was up there then but he did not know is half of our party was there waiting. No one ever came to check the quality of the room. When he tried to dismiss me and help the guest in line behind me (mind you I have been waiting three hours) I asked to speak with a manager all of the sudden he said the room was ready. Another worthy thing to mention, they tried charging us to use a poolside lounge chairs (not a cabana) just a chair to sit my FIL in and the pool is a ghost town. They have six restaurants on property, one was open the entire time we were here. There is a $40 destination fee, normal understood however the amenities offered with it were not offered during our stay as they said multiple times ‘it’s winter’. So we paid a $40 beach access fee it would appear. If the experience improves any during the stay, I will update. So far this has been very far from relaxing. Edit: if you have made it this far congrats. We started a case with bonvoy since the GM isn’t great at customer service. The hotel also bucked back at bonvoy and refused to accept any accountability. Bonvoy stated they were disgusted with how they handle the entire situation and as a result are offering points back. Some positive, valet and bellman ended up being pleasent encounters the remainder of the stay. The front desk never improved and were constantly rude and unhelpful. Only one restaurant was open the entire stay. The pools and hot tub stayed dirty the full stay. In summary, we will not be back and cannot recommend this hotel. It appears the issues start by at the top if the GM doesn’t understand customer service how can you expect the team under him to?

We just went for a single night (winter time) and the room was great! The pools were clean and the heated pool was lovely to swim in. The beach is great and the staff are super friendly. The exercise instructor was accommodating and very sweet. Only slight complaint- the food at the cafe was a bit off!

My husband and I stopped here for two days as a little break from a road trip and we enjoyed our stay. Our room was clean and comfortable. The TV is a tiny bit slow but that’s not big deal. We even had a pretty ocean view even though when we book we booked an island view. Staff is also warm and friendly and always smiling. They complimented our dog when they saw her.

When we arrived the gentleman that checked us in was awesome and the gentleman that helped us with our bags was amazing - they are the reason for the 1 star. If they were our only encounter - 5 stars totally! As you know, you’re only as good as your weakest employee and services. We paid $400 for a room for the night and we were charged extra for our room location- The elevator was broken. Our room locks to the entry door and the bathroom door did not work. Our bed had a bunch of white spots on the bedspread when we arrived, and our television kept freezing up when we returned for the night. The customer service at the end of the night was atrocious. I attempted to call for customer service multiple times and when I did finally reach someone, the lady that I spoke with was sarcastic and disrespectful when asked a basic question. She was extremely rude and clearly had not been trained on customer service! For the amount we paid for the room, I wouldn’t suggest staying at this resort, if you can call it that. If they discount your stay by $300, then definitely go for it! This specific location gave motel vibes rather than resort treatment! If you’re going to pay $400 plus $20 for parking - the rooms should be pristine and the service should match!!!