Run down and not what we expect from a Westin property. We spent a few days at this property and we’re pretty disappointed. It was very run down, dingy, and not very accommodating. We upgraded our room and our view of the ocean was fabulous however the room left a lot to be desired. The furniture was very worn and The room pretty beaten up and could definitely use a refresh. On a positive note, we rented some loungers during our stay and the staff that helped us throughout the day for those was great. The rest of the staff was not very accommodating and the front staff was not welcoming at all. The pools were small with way too many people and they were not very clean/clear. When we go back we will definitely pick a different property unless this one has had a total overhaul.

HORRIBLE EXPERIENCE From start to finish the customer service here is not even a one star. We came in Saturday morning after traveling all night to get here and once we finally arrived we were told that our reservations were cancelled in July and they had nothing else available. We showed them our confirmation email and number to type in and the front desk lady had to walk back to speak to her supervisor and then came back up to tell us she sees our room now but it’s not ready yet. We arrived there at 12:30pm after traveling the whole night before at 11pm . We ate lunch food was great, again service was horrible we asked for refills for water several times and never received any until we were already done with our food. By this time it was 1:30pm room is still not ready. At 2:00 we walked up to the front desk, the lady who told us our room was originally canceled walked away from the desk as she saw us walking up and proceeded to stay away until another man approached the desk asking to help us we asked if there was an update on our room. He said it should be ready by 4!!! It wasn’t until I almost sat back down from walking away from the desk that someone called saying that our room was ready, I walked back up to the desk told the man we got the call that it was ready he looked us up again and said he “sees now” that it is ready. Okay. We got our room keys and proceeded to go up to our room with all over our luggage got up to the room and it REEKED of cigarette smoke. This time I walked straight down to the lobby and spoke with the lady that told us our reservation was cancelled that i want to speak with the supervisor there is a horrible smoke smell in our room the lady I assume was training to work there advised me that this is a nonsmoking facility which VERY FALSE information as we were eating lunch by the pool earlier i saw several people smoking and several staff walking around serving drinks to them and nothing was said about no smoking. Told the lady if she’d like to come up to the room and smell how horrible it is be my guest by this time the other lady came back WITHOUT the supervisor and said that the housekeeping manager will be up to our room to see about the smoke smell. My mom told me that they just sent somebody up to the room to smell it to see if were lying or not because supposedly the “housekeeping manager” said she didn’t smell it. I told the supervisor downstairs that your staff is incompetent from telling us our reservation is cancelled to not even being able to fill up a drink and I was so upset I was shaking and I’m exhausted and I came here to relax and not deal with this. He then proceeded to apologize and told me the same thing the front desk lady did that the housekeeping manager will be up and he will credit our account and he apologizes for the lack of customer service. I go back up to the room and the supervisor called us from there and said he’s in the process of changing our room we stayed in the smoke room with the balcony doors open to drown out the smell for another HOUR. Until he said the next room was ready. Keep in mind that the front desk lady said they were fully booked and our reservation was cancelled at the beginning of this. We finally got into the new smoke free room at 4 also finding a hair on the bathroom robe we just threw the robe in the closet because we were too exhausted at that point to be dealing with any more people. That was just the first day. The second day we saw on the pamphlet of all the restaurants they have here that the Carolina room opens at 5. We walked in and saw the hostesses and waitresses were all talking and asked if they can help us when we walked in we told them we were here for dinner and they informed us that they don’t open till 5:30 and went back to talking and locked the door behind us as we walked out. We went to view 32 they only had one waiter and one bartender in there serving several people. The other 2 waitresses didn’t do anything but talk either to each other or other workers. The only 2 that were working was the bartender and the waiter. Our final day here which is today we rented lounge chairs by the pool which has an umbrella that closes over them we asked the lady at the tiki hut if we could have someone close the umbrella for us she said no they don’t close they stay like that i asked even in the rented ones? She said the brown chairs i said the cushioned ones you rent she asked my last name she looked me up in the system and before i could say anything else she cut me off and told me that they can’t close them up in a VERY rude way. I told her i thought i had seen the closed early this morning and her facial expression changed told her thank you and walked away. It’s not even the end of our vacation yet so who knows what else will happen. Our first time in Hilton Head and we were told that this resort was “the ELITE OF THE ELITE” we will never be back to this resort EVER. Don’t waste your time or money. I wish i could rate this 0 stars that is how horrible these people are.

Yikes... Dated...Too many people, poor service Let me begin by saying we stayed here after staying at 2 true luxury hotels in Charleston and Savannah. It's sad that Westin in general pre-Marriott used to be luxury but has gone downhill greatly since the merger. We stayed here for 2 nights. On the plus side they did upgrade us 1 room level (view only) when we mentioned we were gold elite Marriott. They put us in a handicapped room (which is fine, but the bathroom is oversized leaving the rest of the room super cramped). The person upstairs was continually smoking and it took 3 or 4 calls to the front desk before they finally visited and got them to stop for a while. The room looks beat up and dated. Tears on the back of the desk chair. Chunks of board ripped off the bed. The comforter cover wouldn't zip and the sheer drape had rips all over it. Our shower curtain was dirty and had mold on it. Missing tiles around the shower. The furniture was dated and beat up. Dirty corners of the room meant there was no way they were following "extra protocols" with COVID. The list goes on and on. Service at the restaurant was not great. My wife found 2 dots of mold on her pastry from the buffet and I saw a cockroach crawling over bottles in the condiment station. Service for the rooms was lacking. They asked specifically at check in if we wanted daily maid service and we said yes. We also called multiple times asking for extra towels, toilet paper, and a new shower curtain. They failed on all those fronts. Finally brought towels only after yet another call but no service. The pools were way way overpacked. We didn't even attempt the pools or seating around the pools because of this. Water in the pools was murky/cloudy like it couldn't keep up with the amount of biomass playing in the water. The best part of this hotel was it's location at the end of the beach. Walk one direction in throngs of beachgoers but walk the other direction onto peaceful beach. We spent most of the time walking the beach and paid the $40 to rent chairs and an umbrella from the city of Hilton Head on our last day there. We'd come back to Hilton Head in a heartbeat but not to this property. We've traveled multiple times during COVID. We realize places have trouble hiring and keeping folks and that a lot of places are booked to max capacity right now. That still doesn't explain or make up for what the property has become.

Never again!!! I've traveled all over the world and have NEVER been treated as horribly as I have at this hotel! Arrival day got text room was ready before noon, got to hotel about 12:30 and was told I canceled my reservations! Why did I get a text my room is ready when I canceled reservations REALLY! showed my confirmation on my Marriott account and she we to talk to manager, came back and said we have it, after first telling me sorry we are sold out! Finally got 2nd notification room is ready at 2:30, get to room after stressful 2 hours and it REEKED OF CIGARETTES, so bad I had to sit outside on balcony. I'm so over this vacation wish I could go back home! WILL NEVER BE BACK!

SO MANY WRONGS! Starting with a messed up reservation on one room (we booked 2 rooms to accommodate all the family), it went down hill from there. The rooms were okay at best (not your typical Westin). The hotel is very short staffed. The pool has a dj that has the music turned up so loud you can't talk to the person next to you. If you're going to have music at the pool, I think it should be background music to add to the ambiance, not distract from it. It is so intrusive, I am leaving early. I came here for a much needed relaxing vacation....THIS IS NOT IT! I did ask the dj to turn down the music...he didn't. I asked the front desk to fix the issue, and was told there was nothing they could do. Here is what I can do...after coming to this hotel for 27 years straight, I can not and will not return.