The Westin Hilton Head Island Resort & Spa

This was our second time staying at the Westin. We got the bunk bed suite this time and our kids loved it! The balcony was huge and looked over the family pool area. This is a beautiful hotel and good value for the money. Tychelle helped us at check in and check out and she is the epitome of high-end customer service. She was so welcoming and helpful with our requests, it really gave our trip the extra touch.

I rate my experience 10/10 which was extremely exceptional. However, my most rememberable and pleasant experience was noticeably at the Omelette Cafe. Ms. Amarie, displayed the most impeccable Southern Hospitality. She's an asset to the Westin Hilton Head which is known for its marvelous staff and prestige service. Ms. Amarie represent all the core values of the Westin Hilton Head and should be deemed "Employee of the Year." As a result of her prestige service my family and I assure to revisit the Westin Hilton Head to include verbal and written recommendations throughout all social platforms.

The grounds at the Westin are absolutely breathtaking, the bike and walking traills, the golf course all immaculately manicured. However, nothing topped the customer service we recieved from the hotel manager Ms. Reshida Gilzean. She went above and beyond the call of duty to help find a handicapped accessible room in which my wheelchair would fit. We've never had an issue getting my wheelchair in the doorway before but I guess with the hotel being in the historic district the regulations are different. Reshida needs a raise, immediately! You dont find that kind of customer service any more. On top of that she gave me chocolate covered strawberries for my birthday, so thoughtful! Now, there were some notable issues that should be addressed within the hotel. It was remodeled in 2024 however some wear and tear is still showing through. One of the elevators was out of order during our stay and as we were leaving, the staff shutdown a 2nd elevator for maintenance. Also the AC unit in the hallways in certain areas was not working correctly; therefore, it was extremely humid and umcomfortable. Our stay overall was a good one.

We came back here after a few years hiatus, some things changed for the better but many got worse. BETTER - recognition of our Platinum status and we got an upgraded room, that is rare for Bonboy (sadly). BETTER - housekeeping. Literally the best squad we have had here ever. They came EVERY day and were on top of things. Well done! WORSE - nickel and diming. Resort fee went up again to 35/day. Parking is 30/day. Parking sucks and I have no clue what the resort fee covers, it went up and you get less. WORSE - wild west behavior at the pool. People playing music loudly. Service at loungers is spotty. And even MORE loungers now being rented vs those which should be free, that one really rackled us. People saving seats at 7 am and not coming back until afternoon. Hotel needs to do better on these things WORSE - premises quality. We have been coming here 10 yrs and very little has been renovated unless it is something they came make money on. Rooms are getting dated, tub had a leak, rust on the railings. Hallways had gouging in rails and scuffs everywhere. Carpet getting worn. Elevators are muggy and smell terrible. Exterior is meh. Finally, planking around the pool is loose in many spots and we saw people trip multiple times. It is a matter of when, not if, there is a bad accident and someone sues (would have a good case IMO and I defend hotels in premises cases). WORSE - check in process. Li e was backed up like a single hitter toilet in a stadium on gameday at 2pm on Sunday, at least 15 peeps deep. Slow slow slow. 2 desks not manned, that needed to be changed. WORSE- even though we stayed at the HOTEL, we got marketing calls from the timeshare idiots with their usual sales tactics. Very arrogant to think our vacation time and information entitles them to waste our vacation time to hawk the worthless vacation club memberships. WORSE - complimentary breakfast for platinum members. They now charge for hot items so this for.er benefit is mostly worthless. That is really chiselmonkey nonsense but we expect it from BONVOY. We have enjoyed this property for many years but the value isn't there any longer, I don't think we will return unless many of these things change. Given the economy these days BONVOYING this property seems unwise but hey don't stop being BONVOY for the sake of offering value to your guests, right?

Recently, we had an unfortunate experience at the Westin Hilton Head. We are Titanium members of Marriott. We had an ocean front room. It was the last room on the top floor at the end of the building. The elevator near the room had been broken for weeks. We had to walk up and down five flights of stairs every day. The room had no storage for our clothes. It only contained a desk with two small draws. Instead of a small love seat there was a single chair. The furniture was old. The pool deck had lounge chairs that in some areas cost extra money. In sum, a bad experience and the resort needs a face lift.