The Westin Hilton Head Island Resort & Spa

This is our first experience with Westin. Absolutely NEVER again! It’s just a lot of minor things that have added up and created a negative experience. The outlet beside my side of the bed is a fire hazard. I don’t have access to another outlet on my side of the bed. When I reported it no solutions were offered. Staff simply said they would report it to the engineering department. All they had to do was snip the zip ties on the alarm clock (with USB ports) and move it to the other side of the bed. I called the front desk asking if they had any better pillows because our are lumpy bumpy and unacceptable. They told me there are no other options. I mean a budget hotel at least had a spare pillow in the closet! I called for cutlery to be brought to the room and waited for over 45 minutes. Essentially, I’ve been told to suck it up and get over it. Obviously that’s not what was said. But that’s certainly how it feels as a customer. Very disappointing.

Hello Trip Advisor, I’d like to express my appreciation for the support provided by your team, Security Staff member Carolyn Riley, even though my doctor’s trip to the STSE at the Westin Hilton Head Hotel in South Carolina was ultimately canceled and he was unable to stay at your property. Despite the change in plans, Carolyn Riley went above and beyond by assisting with my bag and ensuring it was sent out via UPS. Their professionalism, responsiveness, and willingness to help despite me not being a current guest truly stood out. Please extend my sincere thanks to Carolyn Riley who was involved. Her exceptional service made a stressful situation much easier, and we are grateful

Rashida at check-in made our experience wonderful! Amidst a very busy afternoon, she was a joy to work with, and gave us a lay of the land of the resort as well as some tips for the area.

This is our third annual visit to this Westin property and it does not cease to impress. The rooms and the facilities are top notch. However, what truly sets this place apart are the people at the front desk. Starting with Tychelle and her staff including Madison, Wes, and Laurie, everyone is top notch. From beginning to end, they were friendly, patient, kind, and professional. Admittedly, I can be somewhat difficult at times but nothing fazed these people. Their service level is something you would expect at the most exclusive hotels. I could not sing their praises more. I highly recommend this place.

I traveled alone with my children, including my daughter who is on the autism spectrum, shortly after completing breast cancer treatment. This trip was meant to be a restorative and meaningful experience for our family, but it became overwhelming and, at times, unmanageable due to ongoing operational failures at this property. From arrival, issues began immediately. We were placed in a room with a strong odor that made it unusable, causing a two-hour delay. Throughout our stay, advertised amenities—including bikes, beach chairs, and cabanas—were never available. Pool seating was consistently unavailable, and on the one day we secured chairs, my daughter’s belongings were removed by staff to accommodate day-pass guests. Food service was extremely slow, including a wait of over an hour for a simple poolside meal. When I attempted to cancel, staff responded dismissively and offered no resolution. This lack of accountability continued across multiple areas of the hotel. There were also ongoing maintenance and safety concerns. Trash areas were overflowing, elevators were frequently out of service, housekeeping missed our room multiple times, and parking was consistently unavailable. Fire alarms sounded twice, which was extremely distressing for my daughter. As a solo parent managing a child with special needs, these conditions were not just inconvenient—they created an environment that was difficult and, at times, felt unsafe. Relocating was not a feasible option under these circumstances. I have since emailed both the hotel and Marriott corporate regarding these issues and have received no response after four days, which further reflects the lack of customer care. Overall, this experience fell far below the standards of service, safety, and accessibility expected from a property of this level.