The Westin Hilton Head Island Resort & Spa

This review is purely based upon customer service and professionalism by the administrative staff and support personnel. I had the opportunity to speak with a management team member from the front office concerning a personal and private medical matter. This conversation was had with a very professional and understanding woman by the name of Rasheeda Duncan. After explaining the matter, thier was no judgment or dismissive attitude towards the medical concerns that I needed addressed. I was totally impressed with her positive attitude and outlook for people with disabilities. I wanted to create the most romantic, supportive, uplifting experience for the women I love and with her help, I was able to do just that. I will recommend this property to all my friends and colleagues. The customer service was well beyond anything I could have hoped for in the management team and support staff. I only wish I could speak directly to the senior management and executive staff on site and within the corporate office. Because it was her superior service that has garnered my business both currently and in the future. So if customer acquisition and retention are of any importance to this organization, then continue to hire, inspire and develop talented individuals who are capable of achieving the highest levels of excellence in the workplace. I respectfully recommend that you consider and execute a letter of merit to be placed in her central file and consider this at her next performance review. Know that she is a direct reflection of her immediate supervisor and the operations manager of this hotel. Policy’s are Procedures are only as good as the people you hire to implement them!! Good Job All Around. I’m just a hard working regular guy that drives a truck for a living. I just want to live and experience life to the best of my financial abilities and provide the woman I love with an amazing romantic experience. I’m not looking for anything other than a respectable and fulfilling stay at this property. Despite any medical disability. All of my concerns were addressed and I was accommodated without question, criticism or judgment. I Wholeheartedly Appreciate that. I’m an American and I am not looking for a handout. I just needed some understanding about my situation and that’s exactly what I got!! 5 STAR SERVICE!!! Don’t Delay!! Book Your Stay Today!!!! Most Respectfully Submitted.

Sadly, after staying at this property NUMEROUS times over the past 20 years...this past visit may have been our last. We were upgraded to an oceanfront on the top floor (Platinum status-suite night awards) which should have been nice. Poor first impression consisted of horrible smell and noise in hallway from water damage, out-of-order elevator (sign said it was temporary but was not in service for the 5 nights we stayed), balcony had 1 rickety chair and table, 1 bathrobe, and 2 towels...yes, I checked my reservation and it was for 2! Hotel did remedy these niggles but it took hours and delayed us showering. Found the poolside piped-in music horrible and tried to find chairs that you couldn't hear it. (The live music at the latter part of the week was better). A crazy amount of unused "reserved" chairs and cabanas monopolized the pool space. Annoying. Beach chairs and umbrellas that stretched the entire beachfront were not included in the "resort fee", neither were the bikes, nor the parking! (new this year)....not like the Westin in Jekyll, where we came from. All were included. This Westin has too many fees that run the room bill up. Food was so so. Service at Splash adds on 18% (even if you are sitting at the tables provided), View 32 had a wonderful Ahi Tuna dish but when I tried to order just the accompaning side cup of seaweed/endame salad (without the tuna) the following day...couldn't get it unless I was willing to pay the same price. Went without. The breakfast (which was provided due to our status) was good (except for the soggy bacon, and hash browns that were put in a large "steamer"). Loved the fresh croissants the first 2 mornings but passed on them the next 3 mornings after discovering they were stale and had a wretched glaze added to the tops. Should have ordered off the menu and received fresher ingredients but wasn't told that was an option until the last day. Just showed to the buffet and told that the omelette station (which was extra last year) was now included. Which was good. Jury is still out for a return visit. Hilton Head has a wonderful pickleball community, loved the Jazz Corner, and found our small beachfront room to be quiet. If the "resort fee" would include something that we'd use...drinks, bikes, parking, beach chair set-up, etc....it would be a harder choice. As it is...it's NOT a good value.

I must say I had a blessful time at The Westin. I needed a reset do to my recent stroke. Thyshell thank you for your wonderful customer service. It was a 10. Your uplifting words really helped me. When I wanted to shed a tear telling you what I went through. Your brought a smile to my face again thank you and God Bless. I went to breakfast without my friends. Amarie sow my struggle and she called a waiter to assist me with my food from the buffet. We talked a little bit about my stroke and she gave me hope. She told me her niece had 3 strokes and living a normal life as if nothing happened I want to thank God for placing these young ladies in my path that weekend. I didn’t want to travel but it was Gods plans to cross these wonderful ladies. When I’m better I will visit again

Staying here currently and customer service needs work. Don't get me wrong... it's a nice enough hotel with a great location, but don't expect customer service to be friendly or do much for you if you encounter any issues. We booked in a King room Island View that wasn't disclosed as an adjoining room in booking and politely asked the front desk if we could be moved to a non-adjoining King room. The front desk acted as if there weren't any such King rooms available and that they would have to switch us to a Queen Room instead. I reluctantly agreed, but changed my mind when we went into the Queen room and it was apparent that it hadn't been cleaned. Dead roaches on the floor. Weird stains on walls and hair still clinging to shower walls. I showed the front desk and they were unconcerned by my telling them with photos. Not a great or resort quality experience so far unfortunately, especially when it comes to how the front desk treats guests.

If I could give ZERO STARS, I would. We had booked a one week stay however called to change the reservation since there would be a severe tornado. We have a 6 months old baby and we’re afraid to be evacuated during these severe conditions with an infant. They not only didn’t postpone our reservation (we were flexible until end of September), or reimburse the rest of the reservation, but they were rude and dismissive. We got to speak to the manager, Matthew, who should be immediately fired and to someone named Hollie who was nice but unable to help, yet they just refused to give us any credit for the future or help us in any way. We will never again step foot in that place and have told friends and family and I am contacting Better Business Bureau and taking other actions. There are many good hotels in Hilton Head, DO NOT GO THERE.