Heavenly Spa at the Westin Hilton Head Island Resort & Spa — Local services in Hilton Head Island

The Westin Island Resort & Spa was a great place for a mini vacation during these crazy covid times! However, the check-in/check-out process combined with their customer service was the worse! We pre-paid for our rooms in full, yet they tried to charge us 3x's once we arrived to check-in. They told us our card was declined very loudly to where the whole party we were with who was sitting in the lobby waiting for us heard the entire conversation. Our card was declined because the hotel kept trying to charge us (3 charges) for the rooms we already paid for and thought it was suspicious activity. We had to show them the pending charges on the bank app. They called over someone to assist us who essentially said the same things. They eventually had to go in the back to "another" computer to see that we paid in full. No apology was offered. The conversation was suddenly quiet once they fixed their error. Once this was resolved we enjoyed the accommodations on the grounds and the beach. Fast forward to us checking out and wanting a receipt because we know everything that happened at check-in, we ran into problems again! They said we had no credit card on file and tried to charge us for the room again! This now makes 4 pending charges on the credit card for the hotel that we paid in full for before we arrived. Again, no apologies were made and they had to go "in back" to check the computer that confirms we paid. Maybe the computer in the back needs to be brought to the front! This behavior is unacceptable for a big name Hotel brand. We asked to speak to a manager, but she tried to treat us like we were looking for free rooms when they made the error both times and chalked it up to a new employee. As much as we loved this hotel we'll have to try out some of the other surrounding resorts before we ever come back to this one! If you stay here keep every receipt and check your accounts because they will...

First time to Hilton Head and it did not disappoint. The area is beautiful, the beaches were pristine and for our visit the end of February, overall quiet. I am sure come spring break and summer, this is packed. The hotel was very nice. Loved the gift shop and dining options. The grounds are beautiful and easy to get around.

I was there for a conference and even the dining room was accommodating for the late night guests. Thank you!! In order to be seated, we ended up sharing a table with an unknown conference guest but it was a lovely dinner conversation and experience. We loved in room dining and one morning did a pick up order from the restaurant. Housekeeping was very sweet and friendly and easy to get new towels one day and tidy up the room the next.

I can say that the concierge was quite helpful. He was very engaging and informative. However, I had multiple experiences with the front desk which were not as successful. I work for Marriott and I was disappointed in the level of service I received from various agents at the Front desk.

I could go into more detail, but as a Marriott employee you know what your key points are and frankly your team was not meeting them. After several negative encounters, I finally noted I worked for Marriott, hoping to change the dynamic, but the poor service continued. So front desk, you missed the mark……the rest of the team, from the valet and housekeeping to the restaurant and grounds personnel, they made it a wonderful experience.

I would go back, just recognizing that the service standards at the desk may not be welcoming when you walk in, but the rest of the experience will. Sorry Marriott, it’s just...

Pros: The rooms were cleaned almost every day, and they did a good enough job to keep the rooms bug-proof Each room had a outside balcony (unless your on the bottom floor) 2 heated pools and one HUGE beach connected to other hotels Activity place (For children AND adults [biking, swimming, etc]) Friendly Customer Service

Cons: The Maids didnt come often to your room or otherwise took a long time to get there The big pool (the zigzag one) was never heated and was always cold There was only four elevators for each floor, but 3 lead to the start of the floor and one led to the end of the floor, and if you were unlucky, you would get one smack dab in the middle The Prices there were VERY EXPENSIVE (80$ for a hamburger and fry and salad) The Hotel makes you feel like you have to go out to actually get good, cheap stuff (movies, fun events, etc).

The Best Parts about this place: Very Friendly Customer Service You would be offered something (free breakfast) if something was wrong in your room Big parking lot for cars Lots of security, no robbers Ballroom...