The Westin Resort in Hilton Head was “fine”. Not great, not memorable – but was good enough, it was “fine”. Would we come back? Sure, under the right circumstances. The right circumstances being the low, attractive room rates being offered in January 2021.
A few things dropped them from good to “fine”. One, its relatively uninviting: a blah, boring, drab front lobby. No lobby bar, no lobby restaurant. It was the day after Christmas – and there was almost no holiday decorations up. No cheer at all.
Coffee: People take their coffee seriously – and Ive always been amazed at how few hotels take coffee seriously, why is that? This properties coffee concession/shop was shameful. When asked for a “medium roast” they said they were sold out. When I asked about brewing more, they said “we’re closing in 2 hours”.
Pets: I love dogs, but not irresponsible pet owners. There were little puddles of liquid in the elevators, elevator lobby, on corner walls and in the stair wells.
Restaurant: The food & beverage crew, on New Years eve, was completely overwhelmed – many staff clearly did not know what they were doing. Some had the deer in heads ;ight look - and others were grouchy. I imagine during these difficult times is a challenge to flex staff when occupancy jumps from 20% to 100% in just one night – and then back down just as fast … but leadership needs to be more apparent in the bar & restaurant.
The room was “fine” – the bed and line were very comfortable – bravo Westin! The rooms could use some sprucing up, but all seemed clean and in order.
Leadership: the staff weren’t rude (with the exception being the off-putting coffee people) – but many staff (not all) seemed tired, worn out, detached, disinterested – and in my experience when there is a universal malaise among the staff, its an issue of supportive, engaged, present leadership. These are tough times and its up to leadership to take care of their most precious assets – their staff.
