We loved the hotel - it was a beautiful property and relaxing experience. Staff is kind and customer-service oriented. Only complaint is the highly overpriced restaurants. Recommend eating out in HH and getting a few cases of water. There is a Kids Club food option for $17 per day that’s a good deal with lots of healthy options. If you fly in, rent a car. We relied on Uber & it was not convenient. Westin has a shuttle to Shelter Cove that is quaint but the shelter only runs until 4. You can take the shuttle to Kroger at Shelter cove to get provisions. From Shelter Cove you can catch the Island Breeze trolley to get around the island. The ocean views are spectacular. It was a great experience.

As a longtime Platinum Elite, and now Titanium Elite loyalty member in the Bonvoy program, I planned on taking a short family vacation to Hilton Head. Using the Titanium Elite hotline to explore hotel options, the phone representative was trying to see which of the two properties I was considering would be able to accomodate my family in a one-bedroom suite. In order to do that, she explained that she needed to "book" a reservation for me in order to see the suite availibility, but that this was simply a formality on her end. She then immediately cancelled the dummy reservation until we decided which property we wanted to stay in. She assured me there would be no penalty or cost for any of this.

Ultimately, we chose to stay at another property on the island. When I checked my credit card statement days later, the Westin had charged me for two nights, totalling over $300, despite me never staying there. After speaking with someone at the Westin over the phone, they apologized for the mistake and promised the charges would be reversed. That was three weeks ago, and there has still been no resolution, nor any communication from the Westin. I have spoke to no fewer than 5 different people, getting passed around and ignored as I'm referred to different voicemail boxes which never get responded to.

I have read similar stories from customers about this property since encountering this issue firsthand. I'm stunned that as a loyal Marriott/Bonvoy member for over 15 years, I am being treated so dismissively and disrespectfully. Incredibly poor customer service, leadership, and business practices. Avoid the Westin Hilton Head.

The hotel was well kept with lots of great amenities. The hotel room was comfy and there isn’t much I could point out as an issue. It was kind of chilly the first two days of our trip so more ppl were at the pool which made it challenging to find chairs to watch my kids swim. Also, the Internet wasn’t working properly in my room but the hotel staff addressed the issue. My son was celebrating his 10th birthday and per my request for something special the hotel had a bday cake sent up to the room. Nice touch. We will likely visit again.

Our first night there after laying down for a few hours I turned to the end of my pillow smelling an odor that I thought was URINE! It was the middle of the night so I thought I was wrong so I switched pillows....the following morning I smelled the pillow again and again the odor of URINE was there! I removed the pillow case which caused the odor to even become worse. I went down to the front desk asking for a manager and handed her the pillow. She was of course shocked and apologized and said she would handle the matter. Then she proceeded to tell me that this hotel ALLOWS PETS in ANY ROOM! Not like other hotels who have designated rooms for people with pets. So I said to her your basicly telling me that I slept on a pillow that was urinated on by a pet and house keeping when cleaning our room didn't smell it? I'm sorry but it ruined my trip thinking about it could have by one of our children who slept on it OR WHAT ELSE IN OUR ROOM HAD BEEN URINATED ON....they came and stripped our room and put all new bedding on it. There is people everywhere with their dogs. I went down the elevator, when going in I looked down and there was PET URINE ALL OVER THE FLOOR OF THE ELEVATOR.....also another family we had met told me the same thing happened to them when they were in the lobby elevators. I just don't understand how they can allow this considering how much money this resort costs. THIS RESORT WAS A HUGE DISAPPOINTED and we will never stay there again and tell everyone not to waste their money. They gave us some points and sent a bottle of wine and a cheese and fruit/nut plate....now mind you in our profile we have NUT ALLERGY!!!! I had to call them to have it picked up immediately. Don't waste your money or your time with your family, this hotel is not sanitary!

Stayed here over the Easter week and were very pleased with the spa (great service). The hotel however did not upgrade us (we are Elite) even though we booked 4 months ago and told them it was our 39th Anniversary. And the room we had was tired and dark, and we asked down to see if they could relocate us, but after an hour waiting to even hear back, we finally decided to unpack, and never did hear back but stopped by the front desk to let them know we were OK but still not very happy about it. We ate at the Carolina Room our first night and had good service and great food. Our anniversary night we went again to the Carolina early as we were hungry, however it was just ending lunch and getting ready for dinner, so the wait staff seated us anyway and after 20 minutes of ignoring us we got up to leave, they asked on the way out what happened, like they didn't already know, and not much of an apology. The hotel and they lost because we left and went elsewhere, and since it was our anniversary we spent $$$$. Overall this is a mix of good, bad and indifference, and not what we expect from the Westin brand. Not to mention we didn't use valet but they put $17 charge for each day anyway, and we asked them to remove however they still left 1 day on so we had to call again. Read your bill, and reread again to make sure they don't do this to you too. Was a holiday but parents letting kids run up and down al night unsupervised, and extremely loud people at 2:30 a.m. did not make for a good nights sleep (not the hotel's fault but disrespectful guests- draw your own conclusions).