Hawks Cay

My husband’s medical conference took place at Hawks Cay resort. All the pools, hot tubs and outdoor fire areas are very nice. We also thoroughly enjoyed the lagoon and got a kick out of the iguanas walking around. Tiki bar was fun and service was always great. I do feel that the food and drinks were overpriced even by resort standards. Thankfully at least the drinks were strong so that dampened the sting of the cost. We both had massages by Brian and loved it. I did utilize the gym and there was plenty of options to satisfy most workout needs. We stayed in a villa in Sunset Village. Our villa was well maintained, stocked and decorated. We loved having a full kitchen and would typically eat breakfast and then pack a lunch to take. The view was nice of the water and it was so nice to just sit on the porch in the mornings and enjoy it. Unfortunately, the bathroom shower upstairs leaked, dripped down through the dining room light m fixture, burst a bulb, and then began leaking through the ceiling itself about a foot or so from the dining room light. Things break and need maintenance - we get. It stinks but clearly not anything intentional. It was late at night, so we called and they moved us to another villa as we felt the whole electrical/water thing was a fire hazard. The staff member told us that we would only be sleeping there for the night and that in the morning we would be moved “to a much nicer villa”. We understood why she said that when we saw villa #2. It was nowhere near the same quality as our original villa. It had the most disgusting, stained, brown carpet - it was nasty and we all made sure to put on shoes to go up and down the stairs. The furniture looked like it was from the 90’s and paint throughout was chipped off and tile cracked in the kitchen. It was late at night, so we just crashed. I called in the morning but they were swapping night/day staff, so later we went in person. We spoke to front desk staff and were told they definitely wouldn’t have anything for us until 4pm and told us they would try to move us. I then realized they were clearly trying to keep us in that gross villa - so I made it clear to the staff member that it was not what we paid for quality-wise and that it would not be acceptable for us to continue to stay there. The staff member speaks to a manager, comes back and says and they would “try and put a hold on a room for us”. We leave, but then realize that we will be on the ocean and likely unable to receive calls at the time we’ve been told to check back in. We call again, and they say they don’t have anything available for us. They offer us $100 off a night to continue to stay in the gross villa. We decline, as none of the 4 of us want to stay there. The call is ended as the staff member has to speak to a manager again. They call back but again and say for sure they have something for Saturday night but don’t have answer for us For Friday night. We tell them we don’t want to move 3 nights in a row, and that we will call back after our fishing trip. We call after the trip and I am told they don’t have anything for us, which makes no sense as we were told lots of people were checking out that day (Friday, the last day of the conference). From what I can gather, they did not have enough staff to clean the vacated rooms. I’m really upset at this point as I feel I’ve had to fight tooth and nail just to be placed in the same caliber villa we had originally. While I’m asking for it to be explained why they don’t have a room, she says hold, they may have something, she has to check. She get back on and says they do - an upgrade. A larger villa with a private pool. We check out the villa - it’s lovely, and we take it. We were happy with the upgrade, but upset it was such a hassle and we had to fight so much just for them to make it right. As a business owner, this is not how I treat my clients. If I mess up, I fix it, I don’t make my client have to fight for me to make it right. I just do it - and for this reason the way we treated really ticked me off. Other than the room debacle, we enjoyed our stay and loved the amenities that being in a Villa provided and that of the resort itself. Read less

The hotel is old and outdated and full of funky smells. The service can best be described as condescending. All of the pictures on the hotel website along with the price point lead you to believe that this is a 5 star luxury resort experience but the pictures lie. The breakfast was repulsively bad. Burnt coffee, horrible eggs and the same disdainful service as everywhere else in the hotel from the front desk, to room service, to the eating establishments and stores. It’s as if nobody really wants to work there and they don’t like you. Any requests to the front desk were ignored. The water sports snorkeling/fishing etc were closed because they felt like it and there is nothing to do otherwise. This place is boring. No room service or any other basic things you would expect from a hotel of half the price point. Go somewhere else or just stay home. Read less

My family and I booked a trip on the snorkel excursion. We were so impressed by the staff working the boat, who immediately took the time to make our two young sons feel comfortable on their first trip on a boat in the Atlantic. Ruben Ortiz even went as far as to sit with our 5 year old who was scared of the water and called him Batman his favorite character! This made his day and his vacation! Thank you Ruben and the entire snorkel crew! Read less

Angler and Ale was the perfect stop on our drive through the Keys. We stopped in for drinks and appetizers. The food was delicious and the service was fantastic! Our server, Ruben Ortiz, was great! We are staying in Miami for this trip but have already decided that our next trip to FL will be to the Hawks Cay Resort. Thanks for the awesome experience! Read less