Where to begin...Well I would start with reading other reviews and you will see a common theme. Back in Sept 2021 I stayed here and left a generous 3 star review while stating I probably wouldn't come back. I gave it 3 stars instead of 2 at the time while understanding the issues Covid had created. Anyways, After receiving a Christmas gift for a fishing trip in Hilton Head I stuck with Marriott as a Marriott Loyalist (Ambassador Elite) and booked 2 nights here for the fishing trip. Boy did I regret it. At check in I asked for a 4pm checkout per my elite status, while knowing this was a resort and wasn't guaranteed due to availability. I preemptively checked on their website to see if they were sold out or if they had availability for the room type I was confirmed in. I was able to see that my room type was available over the course of the next few days. I assumed requesting the 4pm checkout wouldn't be an issue since there was clear availability. After asking for the late checkout I was informed they were only able to give a 2pm checkout. I kindly asked to check again. The employee went to ask a manager. He came back and said "The manager said we are unable to give you a 4pm checkout due to us being fully booked especially that room type". I mentioned that room had plenty of availability but didn't push the issue anymore. The next evening I asked another front desk employee if a 4pm late checkout was available. After checking the computer for about 20 seconds, he said absolutely and gave us a 4pm late checkout. Either the manager was completely clueless to his hotel or was lying. Another issue at check in was the employee asked if we would want housekeeping for every day of our stay. When I said "Yes, please" he seemed offended and asked "everyday?" With an upset tone. Keep in mind we were only staying 2 nights so housekeeping only would've came 1 day during our stay. We'll housekeeping came the following day and basically replaced towels and made the bed. They didn't do anything else. There was still sand on the floor when we walked in and had done no cleaning. If you read other reviews you will read this also. Maybe they are struggling to hire housekeeping staff, but there is clearly and issue with housekeeping. Stay away from room 3135! I technically got "upgraded" from a resort view to a "Grand Deluxe Ocean View" room. It was terrible. It was right by some huge a/c units and a loading dock. You couldn't sit outside and just enjoy ocean waves because the a/c unit was so loud. (This is not effecting the star rating, just a room tip) Service is slow at check in, the bars and restaurants. Covid staffing issues? Maybe? This hotel is in need of a major cultural shift and management change. It has to start from the top. There is clearly a repeating theme here that is not being addressed. Read other recent reviews and make an informed decision. This isn't a top tier hotel any longer. …
While the other reviews are not wrong, we thought it was overall a great experience. The lobby and pool area are beautiful and whole the in room bathrooms rooms are a but dated, the rooms were very clean (which is always my deal breaker) The customer service was slow but each staff member was so kind and happy! We were checked in by Shanav and he was absolutely wonderful. Gave us all the details and was just overall so amazing. Great first impression of the team! There are a good number of onsite restaurants for the size of the property and the coffee shop and options inside were awesome. Would definitely come back!
For US$600+ a night we expected a LUXURY room. What we got was a BASIC, TIRED hotel room. We had a ground level ocean view with no privacy unless the blackout curtains were closed which gave us a dark room. The sheers were missing from the rail. Those blackout curtains were also so stiff that you had to be Hercules to open or close them. The toilet was very loud and wouldn’t stop flushing. The hand wand for the shower doesn’t turn off so you lose half the water pressure from the main shower head. The tub faucet has come out from the wall. The HVAC runs constantly and is ridiculously loud. The furniture and decor is dated and bruised but the bed was very comfortable. The amenities - no cotton swabs, no little jars of stuff, the shampoo bottle in the tub was empty. To her credit, the hotel manager got the non-stopping toilet fixed, sheers installed and the shampoo filled promptly. But the rest - the place needs a makeover, badly.…
They could use a few lessons in customer service. From every aspect, the resort customer service was awful. There was a point when me, my wife, my screaming 1 year old and my 4 year old were waiting out front for a shuttle back to the villas and 3 staff members were right next to us joking around. I tried to ask them to call a shuttle 3 times, raising my voice each time and not one of them even acknowledge I was there. So, I picked up all our beach gear and my screaming 1 year old and walked back to our villa. I could go on and on about the poor service. Bottom line is don’t waste your money. They blamed their poor customer service on the lack of workers…customer service has nothing to do with lack of workers. On a separate note, they do have 3 or 4 restaurants on site. Extremely pricey on both food and drink.…
We read the reviews before coming, so we were ready for the fact that service might be slow and housekeeping sub-par. Yes, the hotel is older and showing it's wear, but nothing major. We had the option to not have housekeeping--that sounded fine so long as I could request coffee and extra towels. But even those requests would go unfulfilled, so we requested regular housekeeping after our third day hoping that would get us some waters and coffee. They knocked on our door the next morning ready to do our room at 8 am. When we asked them to return they never did. But again, we weren't surprised because we knew they were short-staffed. As far as noise and complaints about music at the pool, it really wasn't too bad. There is a DJ during the day, but it wasn't super loud. And although there was a wedding or a business function every night we were there, there wasn't music late. We also used a white noise app on our phones at night to drown out noise, and that seemed to work. The service wasn't always great, but they're definitely understaffed, so the people working are working hard. Would I be less understanding if I didn't book the room on points and paid $500+ per night? Definitely. Hilton Head itself was lovely--you'll definitely want to rent bikes and enjoy the bike trails. There is a free trolley that takes you from the Westin to various spots on the island, including a shopping center with restaurants, cute shops and a grocery store if you want to stock up on snacks or have a bottle of wine on your balcony.…
My friends and I went to the restaurant in the hotel late in the evening for dessert and we met the most enchanting Server, Natalie. She made us feel welcome and described each dessert to us and made recommendations that didn't disappoint! Each of the desserts we tried were delicious! If you ever have the chance to eat there, you will want Natalie to be your Server too!!
We had a spacious, clean comfortable room. Check-in and out were easy, the property was well maintained and the staff was friendly. Free parking was always available (valet for extra) The negatives: Restaurants were a disappointment. We ate at the outdoor restaurant - food (fried green tomatoes, grouper tacos) was largely flavorless except for toppings. chocolate croissants from the lobby were mediocre (seemed slightly stale). Pool beverage service was extremely slow - ordered 2 drinks at the same time. One came in 20 minutes, the other in another 20 minutes. Oh Boy do they like their upcharges! We were charged a "resort fee" on checkout which we were not told about (this is probably the fault of the Marriot booking service, not the hotel),. However the free poolside loungers were a little uncomfortable, and the Cabana rental fee (see photo) was jaw-dropping: $375 for poolside! or $575 for beachfront !!!!. The room was not made up during our 2 day stay. The hotel is badly laid out for handicap access. From our room , you had to travel down a long hallway, cross the lobby, along the length of the hotel and down a long ramp to reach the pools without using stairs (to be fair, we had not requested a room with easy access).…
This hotel has somehow really changed and not in a good way, appreciate that staff is hard to come by these days but there has been a big "culture shift down" vs a few years ago. It is not a good excuse to say tat we have new staff therefore a poor customer experience is acceptable. I would say that there is a big time 1st class management void right now and would not recommend this hotel, at this time
We stayed at this resort for one night only, on our way down to Florida, and in many ways, this was a highlight of our trip. The drive into the hotel is breathtaking, and just stepping into the lobby is lovely, beautiful scent in the air. Our room looked over the pools and out to the ocean, and we loved it all.
We came to Hilton Head for a little R&R . The Westin did not disappoint . We had an Ocean front facing room with a spectacular view ! The room was clean and stocked appropriately. The staff was phenomenal everyone was friendly and accommodating . We frequented the restaurant on the property - View 32. Everyone there was great and although they were always busy the service was outstanding. John McCutcheon was always friendly and his recommendations were on point . His knowledge of the island made our stay that much more memorable. He directed us to great restaurants and activities . He did not have to take the time to share these gems but he was always happy to help. Thanks Westin! We will be back 😊
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