Hilton Beachfront Resort & Spa Hilton Head Island in Hilton Head Island, SC

Worst hotel ever, definitely not five star! The room decor was just vile. Like a basic motel bedroom, bare as possisble, no way have these rooms been refurbished as they say! Restaurant and hotel decor from the 1950's. The breakfast experience was just vile, barely any choice, not clean and 35 US each! The pool areas under the shade were the saving grace. Lunch was late and wrong on several occasions. The location was beautiful but the hotel itself is a throwback from the 50/60/70 era! No turndown service as in other true five star hotels and the room service was dreadful. We had an upgrade, but the maid didnt hoover crisps on the floor, nor clean the bathroom properly. Probably the worst experience we have ever had in a hotel and we use about 30 hotels per year.

We are long time Hilton Honors and loyal customers. We recently stayed (7/31-08/02) at the Hilton Beachfront Resort and Spa at Hilton Head for a quick family getaway. It was the most uncomfortable stay we've had since the time we had to stay at a highway LaQuinta Inn because we were moving with 3 animals. Aside from the guests in the connecting room smoking weed at 1200 am and no action taken, the room air vents had not been cleaned, the cabinet the fridge was in was disintegrating, the desk was drooping(I'm guessing from the humidity issue) the balcony was filthy and the room had a major humidity issue to the point the towels never dried and everything in the room felt damp the entire stay...to include our clothes. One of the three elevators was broke, so staff directed us to the service elevators. Which was very kind but, the service area had dishes and trash piled up in corners and food spilt in the areas where linens were stored.

Much better than expected given the price! Though not "cheap" for most hotels, compared to everything else directly on the beach, it was a great value! It was half the price of the Westin, and the view could not have been better. It made a great mother-daughter weekend with my two adult daughters. Our premier oceanfront room with two queen beds was very spacious, with a large bathroom that felt (mostly) updated. It had a large walk-in shower and plenty of counter space. While not "fancy," the room suited our purpose and I have no complaints. It was clean and the A/C worked quite well. We also had a nice balcony on the 8th floor directly oceanfront. We didn't use the pools, but we took full advantage of the poolside bar, ordering drinks and food at the walk-up area that we then took back to our rented beach chairs and umbrellas. Though not full service in terms of having a waiter bring us our drinks and food, it wasn't a big deal having to get our own (plus it gave us a chance to use the poolside restroom). My daughter purchased a vanilla latte one morning from the cafe near the lobby, and it was fine. But they were out of breakfast-type take-out foods, so that was a slight negative. She grabbed a granola bar, but then we ordered our poolside lunch as soon as the bar opened at 11:00. There didn't seem to be many options for food on property, so maybe that's a negative (or maybe we just didn't do our research?). The valet area was also chaotic at check in and check out, so we ended up getting our own car at departure. The chaos was honestly caused by other guests who failed to realize they weren't the only ones trying to check in / check out and therefore blocked the entire area. One family left their parked car blocking the way. Maybe have more valet staff on-hand to direct people? There was plenty of self-parking if you want to avoid the valet area. I would 100% return to this property in the future.

It was a great experience everyone was very nice. I would definitely come back. The bellman Thomas was wonderful. He was nice and kind and moved fast.

Worst experience 1. Upon arrival: Our room was dirty with a lot of old cracks with chipped paint on the walls and the balcony was FILTHY. The chairs on the balcony were covered in bird droppings which can cause disease from bacteria. The balcony had visible cigarette butts and old dirty bandaids.  I called about this right away to request new chairs and when a staff member came to the room, they left a sticky note saying "we do not have any other chairs left to change these out".  I can not believe that the staff member would not then go a step further and just CLEAN off the chairs so that we could use them as well as remove the dirty cigarettes and bandaids!  I did not bring any disinfectant cleaner with me on my vacation, I did not expect that I would need to use it at a "resort and spa" hotel! 2. I reached out again and told front desk supervisor what had happened and they told me that housekeeping would come back by the next morning between 10-11 am to "clean the chairs"I WAITED IN THE ROOM UNTIL 1 PM... half of my day spent waiting in the room for housekeeping to come and clean the balcony trash and the chairs.  NO ONE CAME by 1 pm, so I called the corporate number and finally the front desk called me and said they would send them up.WHEN THEY ARRIVED THEY SPRAYED SOME TYPE OF WINDEX ON THE CHAIRS AND TOTALLY IGNORED THE CIGARETTES AND BANDAIDS AND LEFT. THIS IS SUPPOSED TO BE A NO SMOKING HOTEL! THERE WERE STILL BIRD DROPPINGS ON THE CHAIRS AND THE NASTY TRASH STILL ON THE BALCONY.  WHO WANTS TO SIT OUT THERE IN THIS TYPE OF SITUATION? 3.  I noticed that one of our beds did not have a duvet cover.  We had slept only with the "insert" and not a duvet cover.  I called downstairs to the front desk and explained that one of the beds did not have a duvet cover but only had an insert, they sent up another insert again and not the duvet cover.  This is unsanitary to us.  We are not sure how often the actual inserts get cleaned.  We would have liked to have a duvet cover covering the insert. 4. While booking this reservation, the attendant stated there was complimentary breakfast each morning with our stay.  We soon found out this was not the case the next morning we were told it was only for gold and diamond members, we are silver members.  I called the corporate number for them to relisten to that call. Corporate said they would listen to the call and get back to me.  No one has.  THIS IS THE FIRST TIME I CAN HONESTLY SAY I HAVE EVER HAD TO COMPLAIN ABOUT A HOTEL.  ALL OF THIS AND MORE HAS BEEN EXTREMELY DISAPPOINTING. The quality of our stay and the customer service has been extremely poor.  I HAVE TAKEN PHOTOS OF HOW THE CONDITION OF THE ROOM LOOKED AND THE FILTHY BALCONY.  I have more that can be sent to corporate. I would have appreciated a manager to reach out to me to discuss and help find resolutions.