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“Great updating but.....” 4 of 5 stars
Review of The Westin Hilton Head Island Resort & Spa

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The Westin Hilton Head Island Resort & Spa
4.0 of 5 Resort   |   2 Grasslawn Avenue, Hilton Head, SC 29928   |  
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4th Night Free & Credit
Ranked #5 of 26 Hotels in Hilton Head
GreenLeadersBronze level
Senior Contributor
27 reviews 27 reviews
9 hotel reviews
Reviews in 13 cities Reviews in 13 cities
13 helpful votes 13 helpful votes
“Great updating but.....”
4 of 5 stars Reviewed June 22, 2013

Well I have stayed at this hotel at least 5 times in the past before the renovations. The renovations are awesome but the customer service left little to be desired. We weren't offered housekeeping until 3 pm in the afternoon. We had returned from the pool to find a dirty room with housekeeping moving slowly down the hall. The pool staff was great (Ian and Eric). They stayed on top of their chairs and Ian even remembered my room number and name the next day! Katie at front desk was nice and efficient. But you pay $20 a day resort fee plus taxes for the amenities such as the pool, parking, and Internet. But really does it constitute a $20 a day charge for late housekeeping or no HD channels on tv? Not so sure. The pool has even decreased their quality of pool towels as well. I did get in touch with a manager after 5 or 6 phone calls to the hotel to address these issues and she listened and returned some of my SPG points. I'm very appreciative in the return but I just wish they could get their customer service back like it was 4 years ago. You just can't update a property with millions and decrease customer service. I like to stay at resorts with friendly staff all around not just in select areas. And the prices they want you to pay per night ($320 for garden view) customer service should be better. I will give this place one more try but only one.

Room Tip: Always ask for upgraded room. Ocean front view awesome!
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  • Stayed June 2013, traveled with family
    • 2 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeffery W, Director of Operations at The Westin Hilton Head Island Resort & Spa, responded to this review, June 24, 2013
Thank you for sharing your feedback on your stay at The Westin. As one of our valued repeat customers, we really appreciate your noting the brand new renovations are awesome. Thank you for your complimentary remarks on the pool staff being great; particularly Ian and Eric, and also Katie at the front desk. Our staff always strives to provide personal and instinctive service to each guest. Our regular housekeeping services continue throughout the day from approximately 8:30 a.m. until 6:00 p.m.; especially in our busy summer season. However, for the convenience of our guests, we do honor special requests for housekeeping services during a particular timeframe. Our resort fee includes shuttle service to golf and tennis, local and 800 toll-free phone calls, access to the Westin Workout, self parking, and wireless internet which most guests prefer over individual charges. We hope that you will return in the future so that we may meet and exceed your expectations on your next visit.
- Jeff Waddell, Director of Operations
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577 reviews from our community

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Rating summary
  • Location
    5 of 5 stars
  • Sleep Quality
    4.5 of 5 stars
  • Rooms
    4.5 of 5 stars
  • Service
    4.5 of 5 stars
  • Value
    4 of 5 stars
  • Cleanliness
    4.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (211)
Date | Rating
  • English first
  • French first
  • German first
  • Japanese first
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English first
Blacksburg, Virginia
Contributor
17 reviews 17 reviews
13 hotel reviews
Reviews in 8 cities Reviews in 8 cities
10 helpful votes 10 helpful votes
5 of 5 stars Reviewed June 20, 2013

I typically don't review most of my stays, but have tried to make more of an effort lately...especially with non-business travel. This one I had to comment on because the staff was so fantastic. Checking in, I had some issues with my reservation. However, Kristyn worked through every problem, and made sure we were taken care of. She continued to maintain communication throughout our stay to make sure we were enjoying ourselves. The restaurants were all fantastic. We ate at all 4 at least once, and had great experiences with each, Again, the staff were all extremely friendly and helpful. The spa continued the staff excellence. Juan went out of his way to make sure we were taken care of. He is a true asset to the spa. From the maid service, to the valets, concierge to the kids club. EVERY experience with the staff was extremely positive. I've traveled weekly for business for a dozen years, and this is the first hotel/resort we've stayed at where that was the case.

Lastly, the view from our suite was awesome. There was plenty of room to move around. It seemed that most of the rooms overlooked the pool and the beach. The hotel is a little on the north end, but very convenient to local golf and restaurants. We will definitely be back here, and recommend it to others.

  • Stayed June 2013, traveled with family
    • 5 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeffery W, Director of Operations at The Westin Hilton Head Island Resort & Spa, responded to this review, June 24, 2013
Thank you for sharing your feedback on your great trip to The Westin. We were delighted to know that you enjoyed the suite with an awesome view. We appreciate your complimentary remarks on our staff; particulary Kristyn and Juan as the staff strives to provide personal and instinctive service to each guest. Thank you for recommending The Westin to others, and we look forward to welcoming you back in the near future for another renewing stay.
- Jeff Waddell, Director of Operations
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Athens, Alabama
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
4 of 5 stars Reviewed June 19, 2013 via mobile

I had visited this location a few years ago and it was a nice place then. I was pleasantly surprised at the remodel they have completed. The staff was excellent, from the desk clerk to the cleaning staff. They were friendly and eager to answer any questions or offer help. I hope we have the opportunity to stay there in the future!

  • Stayed June 2013
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeffery W, Director of Operations at The Westin Hilton Head Island Resort & Spa, responded to this review, June 21, 2013
Thank you for sharing that you were pleasantly surprised by our brand new renovation at The Westin. We appreciate your comments that the staff were excellent, friendly, and eager to offer assistance as they always strive to provide personal and instinctive service to each guest. We look forward to welcoming you back soon for another rejuvenating stay.
- Jeff Waddell, Director of Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Charlotte, North Carolina
1 review
1 helpful vote 1 helpful vote
4 of 5 stars Reviewed June 18, 2013

Our first time in Hilton Head and our stay at Hilton head was fabulous. Everyone was pleasant and friendly. The resort was awesome. I am looking forward to going again soon. The spa was beautiful but my therapist was just ok. I wasn't WOW at all.I thought the job was half done, considering I've had many massages before. But overall my experience at the Hilton was a beautiful stay.
Thank you for the champagne, wine and chocolate strawberries, I enjoyed them all.
I will be back again!

Room Tip: Our suite was fab on 5th floor overlooking the pools with a great ocean view! Wonderful Stay.
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  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeffery W, Director of Operations at The Westin Hilton Head Island Resort & Spa, responded to this review, June 21, 2013
Thank you for choosing to stay at The Westin on your first visit to Hilton Head Island for your 20th anniversary - congratulations on this milestone! Delighted to know you thought the resort was awesome, and that your overall stay was beautiful. We are glad you enjoyed the special amenities sent to celebrate your special occasion. Thank you for noting the Heavenly Spa was beautiful, and I am very sorry that your therapist did not meet all your expectations as we usually receive overhwelmingly positive comments on the massage therapists. We hope you will return soon so that we may meet and exceed all your expectations for a reneweing stay at that time.
- Jeff Waddell, Director of Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewer
3 reviews 3 reviews
Reviews in 3 cities Reviews in 3 cities
1 helpful vote 1 helpful vote
5 of 5 stars Reviewed June 18, 2013 via mobile

This was my first time visiting Hilton Head
The island is a very beautiful and peaceful retreat
The Westin Resort is why I'll return<3
This resort had a staff that was extremely friendly and willing to accommodate any request
I can't wait till next year!!

  • Stayed June 2013
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeffery W, Director of Operations at The Westin Hilton Head Island Resort & Spa, responded to this review, June 21, 2013
Thank you for sharing that you chose to stay at The Westin during your first visit to Hilton Head Island. We appreciate your noting that you had a beautiful and peaceful retreat. Delighted to know that our staff was extremely friendly and ensured you were well cared for as they always strive to provide personal and instinctive service to each guest. We look forward to welcoming you back next year for another renewing experience.
- Jeff Waddell, Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Asheville, North Carolina
Senior Contributor
42 reviews 42 reviews
20 hotel reviews
Reviews in 27 cities Reviews in 27 cities
74 helpful votes 74 helpful votes
4 of 5 stars Reviewed June 18, 2013

The Westin Resort has been there for a while and was due for the renovations which it has received in the past 3 years. The outdoor decks have all been upgraded to synthetic decking so no more splinters. The lobby area has been given a nice upfit and is very comfortable. The quality of the food in the restaurants has also improved. My 17 yo daughter and her friend also got mani-pedi's at the spa and the quality of the gel nail finishes was excellent.
The only criticisms are having to pay $20 for 24 hours of high-speed internet in your room ( on top of $300/night after taxes and resort fees) , the beds were much firmer than I remembered and they need to figure out a sun shade for the pool deck where many events are held.

Room Tip: You can save on $$, heat and noise by asking for a resort view room on the north side of the proper...
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  • Stayed June 2013, traveled on business
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeffery W, Director of Operations at The Westin Hilton Head Island Resort & Spa, responded to this review, June 21, 2013
Thank you for sharing your feedback on your recent stay at The Westin. We are glad you had the opportunity to experience all the upgrades of our renovated resort, and that you enjoyed the quality of food in our restaurants, as well as our brand new signature Heavenly Beds. We appreciate your noting that your daughter and her friend enjoyed the Heavenly Spa as well. We look forward to welcoming you back soon for another renewing stay.
- Jeff Waddell, Director of Operations
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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
melbourne,fl
Senior Contributor
30 reviews 30 reviews
18 hotel reviews
Reviews in 16 cities Reviews in 16 cities
23 helpful votes 23 helpful votes
5 of 5 stars Reviewed June 18, 2013

This was me and my husbands second trip to the Hilton Head Westin. We came to spend the night to break up our trip from North Carolina back to Florida. We thought the place was beautiful before the recent renovations, so couldn't wait to return and see what all had been done.

Check in was a little slow, as the place was absolutely packed. Upon reaching the counter, the front desk attendant checking us in said that we were given an upgrade to a suite(we are SPG gold members), but that our room was not ready. I certainly wasn't going to complain with the room not ready if we were given an upgrade, so we went out to the pool bar and got a couple of drinks while we waited. Great Mojito's by the way! We have been given upgrades to junior suites, etc. on a couple of occasions before that were not all that exciting, so really had no idea what we were really upgraded to until we got to the double doors of our room. HOLY COW!!! One of the best suites in the hotel, nothing like we have seen before...three balcony's, full dining room, living room, king bedroom, spa bathroom. We don't know how it happened, but unpacked quickly so they couldn't throw us out...LOL!!

We had a nice meal at Oceans grill that evening and walked on the beach. As we had been granted a late check-out the following day, we got to enjoy the fabulous poolside area this resort has. We especially enjoy all the beautiful trees around the pools. I treated myself to a wonderful pedicure at the Westin spa and then, unfortunately, it was time to head home.

The Westin Hilton Head is an absolutely beautiful resort. We are so fortunate to have experienced it in such grand style! We know we will probably never experience another upgrade such as the one we had this time, so thank you all sooo much for making this a very special night to remember! We look forward to visiting again!

  • Stayed June 2013, traveled as a couple
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 2
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Jeffery W, Director of Operations at The Westin Hilton Head Island Resort & Spa, responded to this review, June 21, 2013
Thank you for sharing your feedback on your recent stay at The Westin. We certainly appreciate our valued SPG members and were delighted to be able to upgrade your accommodations to one of our newly renovated suites. We are delighted your stay turned out to be a memorable and renewing experience. Thank you for noting that you experienced a nice meal in Oceans, and that you enjoyed our fabulous poolside environment and a Heavenly Spa pedicure. We hope that you will return in the near future for another rejuvenating visit.
- Jeff Waddell, Director of Operations
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about The Westin Hilton Head Island Resort & Spa

Address: 2 Grasslawn Avenue, Hilton Head, SC 29928
Phone Number:
Location: United States > South Carolina > Coastal South Carolina > Hilton Head
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Parking Children Activities ( Kid / Family Friendly ) Pets Allowed ( Dog / Pet Friendly ) Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
#2 Green Hotel in Hilton Head
#2 Spa Hotel in Hilton Head
#3 Luxury Hotel in Hilton Head
#4 Top resorts Hotel in Hilton Head
#4 On the Beach Hotel in Hilton Head
Price Range (Based on Average Rates): $$
Hotel Class:4 star — The Westin Hilton Head Island Resort & Spa 4*
Number of rooms: 416
Official Description (provided by the hotel):
Welcome to our delightfuly renewed 416 room oceanfront resort revitalized in a "coastal chic" style. Guests can relax on our sandy white beaches, unwind in the Heavenly Spa, and enjoy our championship golf and tennis. Seven dining venues offer creative cuisine inspired by our local seafood and sustainable ingredients. Every inch of our beach resort has been refreshed. Our newly designed resort lobby welcomes our guests with a botanical conservatory and our two-story "living wall" vertical garden. Our guest rooms offer the latest Westin comfort elements including the Heavenly Bed in soothing coastal palettes. Our baths feature the new Heavenly Shower with dual vanities and backlit mirror. All new outdoor plush furniture and firepits have been placed throughout the nooks nd crannies of our expanded beachfront and poolside decking. We offer incomparable ways for our guests to retreat, connect, or entertain amidst naturally beautiful surroundings. The natural beauty of the South Carolina Coast, the myriad of land and sea activities available, and the sheer variety of golf and recreation options on our island, allows us to offer truly memorable experiences to our guests - now at an all new luxury resort property. ... more   less 
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Also Known As:
The Westin Hilton Head Island Hotel Hilton Head
The Westin Hilton Head Island Resort And Spa

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