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"Worst to first" thanks to Michael
Aug 3rd, 2020
Thank you to the supervisor, Michael, our experience at the Marriott Hilton Head Resort and Spa went from "worst to first". A friend and I reserved a "resort view room" using Marriott points. At check in, we were given room 311, a room where the balcony looks at a building wall and there was nothing we could see beyond the wall. As a loyal Marriott customer who has spent lots of $ at Marriott hotels to earn the points for this stay, the room was a devastating disappointment. Our first attempt with the front desk to change rooms was unsuccessful and we were told that there were no more rooms even though it was early on a Friday, just as check in was starting. A second trip to the front desk looked like it was also going to be unsuccessful. We offered to take any other room, change room types, but were still told that there were no other options. As travel industry veterans, we both knew that there had to be an alternative and thankfully, once we connected to the supervisor Michael, he was able to change our room and give us something much nicer. A suggestion to this hotel is to not list room 311 as a "resort view" room on the booking site. It should only be offered as a last room available and should not be offered as a "reward" to loyal Marriott guests who choose to spend their points at this property. TRIPADVISOR.COM USER
NO Management & details lacking!
Aug 2nd, 2020
Wow ... Stayed 3 nights arriving July 30th departing August 2nd. Property is a bad vibe with zero institutional control. Had reservations jacked up from Day 1 and it continued through checkout. NEVER, once did I see one MOD my entire stay. Side entrance to hotel from guest parking lot was littered full of trash, cats & sandbags & towels. Management will state this entrance isn’t for guest please use “Main Entrance” yet it was a major coming and going for everyone my entire stay. Employee smoking area had multiple cats & cat food stationed all over the walkway leading into the hotel of which lacked major security for the guests. Doors not locked leading to the rooms up the steps on to each floor of the hotel. Easily accessible our entire stay. Obviously management had NOT made their rounds. 🤷♂️ Pool area & tiki bar was good and the young workers did the best they good considering having to wear mask 😷 in 95 degree weather! Early mornings the staff worked hard to clean pool deck & pool. Overall, this property has declined or they are making up for lost revenue durning the Covid. Guests are paying over $350 per night plus ALL the fees and taxes = $450 & attention to detail is lacking. Where is the GM? The 3rd floor had a major oder and leak coming from one of the rooms with stains all over the ceiling. My sister stayed on this floor. Overall a horrible vibe and management has to up their game or reorganize. Cats, cat food, sandbags, dirty towels, trash on the beach and lack of security for the guests must improve. #dysfunctional and NOT at all the Marriott way...!!! TRIPADVISOR.COM USER
Overall experience better than expected
Aug 1st, 2020
Just left Hilton Head Marriott and was satisfied with the overall stay experience. All the reviews posted up to my trip date got me very nervous but once I checked into the hotel, everything was fine. We all need to understand that we are in a pandemic, things are closed, some amenities are not offered but the hotel still needs to operate and make a profit. House keeping was every other day unless requested for daily. Food options were limited but enough to satisfy. We went off property for dinner because we wanted to visit the area. Hotel did their part in making everyone of covid and social distance. Everyone inside had to wear masks and when outside All employees wore theirs but guests were hit or miss but what can you do. Property is a little dated and can use a touch of TLC but We were there for the sun, sand and water and we got it all there. Will definitely come back hopefully things will be norma then.... TRIPADVISOR.COM USER
Not the Best
Jul 22nd, 2020
The “resort” had many things closed, yet the price is the same. Our room wasn’t cleaned during our stay, no towels, etc, replaced. We had to ask for more washcloths, etc. There were no welcome/introduction brochures or maps to the resort in our room or at the front desk. Definitely didn’t feel like we were at a resort. I wasn’t impressed and won’t stay here again. TRIPADVISOR.COM USER
worse Marriott I ever stayed in
Jul 18th, 2020
Let me start by saying I love Marriott hotels and I stayed in many globally. Wonderful Brand. I booked the Marriott resort and Spa using Marriott points for 1 night this week, 2 bedded room. When asked about late check out for Gold members...I was told sorry not available as "we are very busy". I asked again as i know gold members benefit is 2pm and was told agin in a rude voice "no". Got to the room and noticed it was a handicapped room (not what was booked) and it was super dirty! Called and ask to speak with the manager. The manager Gary told be there are no other rooms and when I challenged it he literally hang up on me. I called again and no one picked up. I gave up!!! Why does a hotel is selling on Marriott side rooms they don't have available? Why some people in the hospitality industry don't understand anything about customer service. Dino DiMattia - hotel GM - you might want to look at room 527 and train your team. TRIPADVISOR.COM USER
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