Lori Nebel

Review of Hilton Head Marriott Resort & ...

We live in Charleston, SC and often like to do a s...

We live in Charleston, SC and often like to do a short getaway to Hilton Head. As a Life Time Platinum Marriott Awards Member who has stayed over thousands of nights at Marriott Hotels around the world during my business career, I have never felt compelled to take my valuable time to write a survey. My wife and I, as we have often done, have visited your property in Hilton Head and for the various reasons, we will never come back. I can also say even with my 20+ years allegiance to the Marriott Brand I m certain that we will start looking for alternatives. Why are we at this point? First, upon check in we wanted to extend our stay and were told the hotel was overbooked and we would not be able to do so. So much for Platinum status, being always guaranteed a room. Secondly, on our first night we wanted a casual dinner in your lounge and received the worst service ever encountered at your facility. Our dinner order took over 45 minutes to arrive, the French onion soup, which we always enjoyed at the Marriott tasted like a salt lick. The rest of our dinner arrived cold and we were told it was because of a large amount of room service orders that evening. Given the amount of properties you own and operate, one would think you would have food service scheduling figured out at this point, especially during your peak season. That dinner, which was over $140 was the biggest waste of our money that we have ever spent with your company. I am not sure if there were management changes, but our experience was completely disappointing, unacceptable and will look elsewhere when we visit Hilton Head.