The Westin Hilton Head Island Resort & Spa

Room 1041 was very clean and comfortable, and the resort was beautiful. The staff were friendly, especially Windu and Haleem, who gave amazing service. I liked that the hotel welcomes dogs, but I wish I’d known beforehand. I was hoping for a quiet place to recharge, and dogs in a few nearby rooms were left alone, barking and scratching at the doors for hours. I told the front desk, but nothing changed. The noise kept me from relaxing, so I don’t think I’ll return. Otherwise, it’s a beautiful place.

The spa staff made the stay especially good. Jackie was personable and worked hard to fit in a morning appointment before my flight on the third day. We also had massages, and used the sauna, steam room, and whirlpool. We booked the spa rate for four days and three nights and made full use of the amenities. The daily fitness classes with Sue and Lindy were just for my sister and me, since it was off season. Thanks to both instructors for helping us find a path and stay accountable with wellness. We enjoyed mimosas too. It was a wonderful stay, and Jackie really made things work.

We stopped for two days to break up a road trip and had a nice stay. The room was comfortable and clean, and we got a pretty ocean view even though we’d booked an island view. The TV was a little slow, but no big deal. Staff were warm, friendly, and always smiling. They complimented our dog when they saw her.

We booked well in advance, and I called the day before arrival to confirm the room was ready. After an eight hour drive with my wife and our 7-year-old, we arrived at 3:00 PM and were told it wasn’t ready. We accepted drink coupons and waited, since check-in was listed as 4:00 PM. At 4:00 PM there was still no room, and the desk said it could be at least another hour. We ended up finding a comparable suite with a similar rate and an ocean view at the competing hotel that had helped us in 2021. We’re glad the evening worked out, but we shouldn’t have been left standing in the lobby after a long drive with a child. This was our second scheduled stay at the Westin Resort and Spa at Hilton Head Island, and the first attempt in 2021 had the same pattern: more than an hour past check-in, then a suite with mismatched, dirty furniture and sand on the carpet. We left for another hotel that time too. I believed in second chances, but this felt too familiar, and I didn’t want to risk my family being put in another hastily prepared suite. The front desk attendant, valet, bellmen, and restaurant staff were outstanding. They stored our luggage and treated us with real warmth and professionalism. The problem is with the operation. I’ve been a Marriott Bonvoy member for 20 years, with hundreds of nights across countless properties, and I know operations can go wrong. But a room confirmed well in advance and again the day before arrival should be the bare minimum the Westin name guarantees. Having the same failure happen twice at the same property feels like a pattern. What does loyalty mean to the brand if a two-decade member is stranded twice? I hope Marriott leadership sees this. The Westin Hilton Head needs serious operational accountability. Families deserve better.