The Westin Hilton Head Island Resort & Spa Two Grasslawn Avenue, Hilton Head Island, SC 29928

"The only reason I didn’t give them 5 stars is because they have the cheapest toilet paper I’ve ever used in my life, little on in a swanky resort. The bed is very comfortable and the food was good. We had an ocean view room but not worth the extra money in my opinion. Bring your own toilet paper unless you have figured out how to use there two ply that you can see through. The best thing for me was being able to enjoy the low light levels and being able to star gaze half the night. Absolutely amazing views of the sky. Actually able to view 15 constellation 3 different nights."

"This hotel has been a sore in my daughtet’s life. They are putting added stress on her after recovery from the hospital. This was supposed to be a relaxing stay. She had tried several times to get her issue resolved with the manager which she never got to speak with. Her issue took place in September. My daughter bragged about this place and wanted to take her daughters and grandsons for a 4 day getaway. The last day turned out to be a nightmare. We love Marriott Hotels, but I must say out of the years we have stayed with Marriott this had been the most troublesome stay ever. I don't know if it is race or what is going on, but to treat a loyal Titanium member like they did. I had to tell my daughter to leave it alone because her life is more important. Do not return to this location ever and they need to fire all management for taking her through months of headaches trying to find proof of items. It was a scary thing seeing my child laying in the hospital, and to deal with the foolery from this staff is not worth it. They do not care about their guest at all. The only thing they say to these response are I am sorry. You sure are"

"Convenient location and friendly, fairly responsive staff. Beautiful lobby, as is the breakfast dining room! Guests rooms are nicely appointed, though a microwave seemed to be missing. That said, my room door had an ongoing issue with the deadbolt popping out when trying to close the door. I was informed by maintenance to "turn the latch easier", as if I didn't know how to work a door! Housekeeping seemed a bit lax on timely service! Spa could use a refresh/ upgrade, some candles/ signature scent, and it NEEDS MUSIC!!! Apparently their sound system has been out for quite some time and management has not cared to address! (The spa was eerily quite!) Steam room was was just okay, as it needs eucalyptus oil spray inside, and was not nearly hot enough! Did I mention MUSIC!?! Exterior stairs leading to the pool and parking lot are dark, slick, and the handrails need repaired/ replaced! Fire pits on the pool deck need a serious upgrade! Not sure if they had any security? Several issues observed in this regard, that I won't go into here. Overall, a nice place to stay, but it could be better with some modest improvements! I do plan to stay again and I will gladly increase my overall rating once I observe at least some of these issues addressed!"

"Overall this hotel has so much potential however there are some areas that need significant improvement. My biggest issue was I paid to have an oceanfront room only to have a view of a cement wall unless you sit on the bar height chairs. If you sit on the bed or the chair in the room, there is no view- just a cement wall. We were on the second floor which seemed to be the only floor affected and not at all what is shown in pictures on the Westin website of the room views. I requested to change rooms however no other oceanfront rooms were available. I also booked through a 3rd party website (Delta) so the manager said she couldn't reduce the rate but offered us free breakfast, which we only ate one morning. The manager said the wall was a hurricane wall, however the floor below us had open balconies so it does't make sense a hurricane wall would only be on the second floor. Very disappointed and I feel it is false advertising to charge the premium rate for a room with an obstructed view. We were offered a downgraded room to ocean view but there wasn't a room with a king size bed, only two queens so we chose to just stay where we were. If I stay here again I would only book oceanfront on a higher floor. As we were checking in, another guest was complaining that the room next to them was smoking and it is unfortunate that there were several rooms we passed going to and from our room that definitely smelled like weed. I have been to other hotels where guests were asked to leave once it was discovered but the smell never seemed to go away. The hallways which are very long, are very dark and depressing. This could easily be remedied with some lighter paint and better lighting. Also, the door to the employee only area which is one of the first you have to walk past was always cracked open showing what I assume was the laundry area etc. There is only one very small elevator at the very end of the long hallway. What I did enjoy about the property were the amenities and activities on site. The pool grounds and outdoor restaurant (View 22) was very enjoyable- didn't catch the name of the bartender but he gave excellent service. Also enjoyed the beachfront which was nice and quiet and not overcrowded. The book trading post and beach toy bin that were on the walk out to the beach were nice touches. it is just a shame the room situation is what it is, because this could be a perfect place to stay otherwise."

"Disappointing experience to say the least. Booked the Carolina King Suite for myself, my husband and our 1 year old daughter. We checked in to our suite and immediately noticed a bad smell. There was mold on the ceiling! I am pregnant and could not tolerate the smell for even the 2 minutes we were in the room. And of course we didn’t feel comfortable keeping our daughter there either, so we went back to the lobby immediately to request a new suite. Thankfully they accommodated us with no issue. Our new room did not have a smell, however their website advertises newly renovated rooms and we got stuck with an old one. Very dark and uninviting. It had very dated furniture. The leather couch had a hole. The desk chair looked like a dog chewed it up. The shower did not work properly. We were also greeted with a spider in our bed. It just wasn’t what I’d expect at all for a 4 star resort. It’s old and you can tell. The halls were dirty, walls banged up, wallpaper tearing off. The pool deck was underwhelming, and the pools and hot tub were dirty. We were so uncomfortable, we stayed one night, went to the beach the next morning and checked out that afternoon. We just could not force ourselves to stay for another 2 days. There are a lot of great reviews on this place, and I don’t get why. Maybe we just got dealt a bad hand that day. Or maybe we’re just picky. But this experience was enough to say I would never book here again."