How safe are hotels on Hilton Head? A look at the lack of SC oversight on hotel inspections
The restaurants you eat at are inspected for cleanliness, the hospitals you visit are inspected for safety, but what about where you stay when on vacation?
When booking a hotel stay, certain standards like clean rooms, functioning amenities and a safe environment are expected. But in South Carolina, who ensures the room you sleep in is sanitary? Who inspects the air conditioning or the bathroom plumbing?
According to Scott Cooke, spokesperson for the South Carolina Department of Consumer Affairs, there is no state agency regularly inspecting hotels and motels for cleanliness, sanitation or safety — leaving the responsibility largely on consumers and local governments.
Is there a South Carolina law for hotel inspections?
South Carolina law outlines a few rules for hotels, motels, bed and breakfasts and other related establishments, but none mandate that hotels meet specific cleanliness or hygiene standards.
What the law does outline in terms of hotel safety includes:
- Fire safety/escapes
- Room lock requirements
- Door sight/peephole available
Does Hilton Head oversee hotel safety & sanitation?
According to Heather Woolwine, spokesperson for the Town of Hilton Head, there is no local agency that conducts routine inspections for hotels, but there are local ordinances that aim to address the cleanliness and upkeep of businesses on the island.
Some issues can be addressed through zoning and building codes, ensuring that buildings meet minimum requirements for the physical conditions of the property. These codes cover items including structural integrity, fire safety and general maintenance.
Hilton Head also states that all premises within the town are to be kept in sanitary conditions at all times and that all garbage shall be contained and disposed of properly.
If not, the establishment would then be deemed unsanitary and declared to be a nuisance, which is a misdemeanor.
While hotels themselves aren’t subject to state inspections, other aspects of hospitality establishments, like restaurants within hotels, are subject to health and food safety inspections, according to Cooke. The SCDA oversees food safety inspections at restaurants.
Is there a way to voice concerns?
According to Cooke, the SCDCA is authorized under the Consumer Protection Code to process complaints related to the sale of goods and services.
This includes complaints about hotel stays, but the SCDCA does not have regulatory power over hotels or motels themselves. Instead, it relies on a voluntary mediation process to address issues.
This process involves the SCDCA notifying the hotel of the complaints and resolutions a customer wishes to see.
Consumers may file a complaint with the SCDCA online. In some cases, businesses and hotels do not respond, leaving a claim unsatisfied.
Are there steps to protect myself during a hotel stay?
Cooke recommends that if a visitor has a bad stay at a hotel, to take pictures of the room and make sure to keep all receipts and booking information about their reservation.
He advises first speaking with the manager at the property to see if there is an immediate resolution that may be reached and/or reaching out to the hotel’s parent company, if applicable.
If they are still unsatisfied, they may choose to file a complaint with SCDCA.
Cooke also advises checking all travel and hotel review sites to see previous customers’ experiences. He also advises consumers to read over and understand agreements before booking and to use a credit card when making the reservation, as some credit cards may offer additional protections on travel reservations.
How many complaints have been issued on Hilton Head?
Information on each complaint filed and its status is listed on the SCDCA’s public database.
By searching through the names of the 20+ hotels available on Hilton Head Island, only one location received complaints.
The Westin Resort has received two complaints filed with the SCDCA, these include:
- One complaint in 2019 for a penalty charge, which has been resolved/responded to.
- One complaint in 2017 for heating/air issues and valet parking, which has been resolved/responded to.
