Spark by Hilton Hilton Head Island — Hotel in Hilton Head Island

I really hate that I am about to leave a negative review as I initially had a nice conversation with Tara, the general manager. I was, however EXTREMELY disappointed, especially the last day when I received an over $500 bill for 3 nights. When I first contacted the property I selected the property as we had stayed there 2 years ago. I realized it had been sold to Hilton, and was SHOCKED when we arrived. I had asked in the beginning for a room with a tub. I didn’t need a spa or jet tub, just a tub. I was told that all the rooms had only showers, no tubs except in the suites. I just, however, saw that website photos show tub/shower combos which would have been exactly what I wanted. Based on what I was told, I got a suite, because it was my only option for a tub. I convinced my self to upgrade thinking it would be a little more ‘high class’. I was totally UNIMPRESSED! When we went to open our door it was like an industrial door, that to me, felt like the room and been a supply room at one point. There was a good sized kitchen which would have been great had they organized it like an actual kitchen. The fridge should have been some where in that area. A towel by the sink would’ve been nice. I was also VERY disappointed that there was no microwave or coffee Maker in the room. again, perfect opportunities to make the extra expense of a suite more understandable. We’ve stayed at Red Roof inns and even they had microwaves and coffee makers. Granted not the best coffee, but at least no one has to get up and put clothes on just to go inside the guest area to get that morning fix. The rooms were almost Sterile. Very minimal decorations—just PLAIN! I personally feel that I should receive some compensation for the fact that I was denied a regular room with a tub and forced to feel like a suite was my only option. CLEARLY, there were some available or the website photos were false advertising. And I can’t justify even that I was upgraded. There was NOTHING that a 2 bed queen with tub/shower would’ve accommodated. And the final comment was about the breakfast. I was very disappointed in the breakfast now vs the previous owners. My husband was looking forward to the waffle maker and there was NO OPTION for someone gluten free or calorie conscious. You should have my email and I would very much appreciate a reply and HOPEFULLY a monetary adjust to my bill. Without adjust and acknowledgment of the strong dissatisfaction, I assure you that I will seek an alternate hotel on my next visit to HHI. Also, Sherry the night receptionist was 150% incredible!! Thanks...

I like my reviews to be transparent to others as I look at reviews when booking a hotel stay or eating at a restaurant. Which I reviewed this hotel prior to booking my stay. I believe in giving grace and understanding that no one and no place is perfect. The location isn’t on the beach but is close to beach access. We were able to ride bikes to the beach within 5 minutes. All the staff were friendly and breakfast was well stocked each morning.

We booked our stay for 6 nights but ended up only staying for 5. Our first room, 313, had black mold — which in the location you’re at, there’s lots of moisture. We tried to wipe it off ourselves, but it didn’t come off completely. We reported it to the front desk who said they would take care of it while we were out for the day. Upon returning we were told it was taken care of, when we got up to our room, it was still there, untouched. This was the most upsetting part to me and I should’ve asked more questions as to what they did to take care of it. They switched us over to the connected room. The next morning the room didn’t have AC, the maintenance guy came up immediately and worked on the wall unit. He was able to get the AC to turn on which was great, so we left for the day. Unfortunately when returning the AC wasn’t working at all and all of our clothes and papers were wet from the humidity. The staff got us switched to another room on the second floor which was fine until a roach was found in the bathroom. At this point I reached out to the GM, Tara by email and we decided to check out early.

Upon checking out. Tara happened to be in and listened to our concerns. She was empathetic and understanding and made things right with us compensation wise. I expressed my concern that other guests would be booked in the room with black mold and she took note and said she would address it right away.

While we were not lucky with our stay, everything else was great for the budget. Peking can be tricky — but the parking is free. I think there may be a disconnect in communication with other staff members, which can be improved. If nothing happened in our rooms, we would’ve enjoyed our stay more.

Give this hotel a chance if you’re visiting as the staff do care and...

Worst family vacation experience! No manager responses to a call/ email. ||1. Unprofessional Check-In: Upon arrival, the front desk staff was on a personal phone call during the check-in process. I was given the key fob without any explanation of hotel amenities such as breakfast hours, pool access, or housekeeping—information that should be standard.|||2. Unsanitary Bedding: When we entered our room, both comforters were visibly dirty with hair of various colors and types, as well as stains. I had to change the bedding myself, which should never happen at a Hilton property.|||3. Broken Door Lock: On our second night, our door would not lock. When I reported it, the front desk staff came to check but was unable to fix the issue. He told me to just go to bed and assured me the hotel was “safe.” I was extremely uncomfortable, especially with my children in the room. We ended up barricading the door with a chair for some sense of security.|||4. No Housekeeping or Supplies: On our third day, we returned around 5 PM and found our room had not been cleaned, despite me stopping at the front desk earlier to request service and mention we were out of towels and toiletries. I called twice and waited 40 minutes for help that never came. Once again, I had to go and get the towels myself while my family waited in wet swimsuits.|||5. Unprofessional Check-Out: When we checked out early this morning, the front desk employee was asleep. I had to wake him up three times before he responded. He then told me he was unable to process the check-out due to a “technical issue” and could not print out a summary of my charges, despite me waiting over 15 minutes. Even our departure was frustrating and disappointing.|||6. Cleanliness Ignored: I had reported dog urine in the hallway a full day before check-out, and to my shock, it was still there when we left. This is unacceptable...