Hawks Cay Resort

We reserved a private deck room by the adult pool for four days to celebrate my wifes 60th. We got into the room and the view xas awful. Two big palm bushes on either side blocking any view. Only thing we could see was concrète walkxay. Couldnt even see the pool. Room 3105. Dont book that room. They moved us a few doors down but said room wasnt ready. By 4pm check in they said it still wasnt ready. By 4:30 still not ready. Funny thing is there was no house keeping in that hall. The room was ready hours before. I had to fake an illness to get them to let us in. Two other groups were also told their rooms werent ready and were furious. We get into the room and were laying out on the deck and a rat ran past us. We told the front desk. They literally said "thats weird. The rats are usually on the other side of the resort! So they are aware if the rats. Hello! call Truly Nolen! Also, iguanas have overrun the adult pool and crap all over the deck. At the bar the bar tender used his teeth to open a bottle. Gross! Parts of the building have rust stans and filth, our room ceiling was peeling and part of the deck had rotted wood. Our sheets had blood stains and tbey brought us new bedding. Then told us hode keeping was not available. We had to change it ourselves. See photos of all. Dinner at angler and ale was good. For all our trouble they said they would wave the daily resort fee for all four days. Guess what. That never happened. And when our bill came at checkout it was loaded with all kinds of fées. A marketing fee? Seriously? Parking 25.00 a day. It came out to way more than when i booked in april which said my final cost with taxes and fées was 2200. Came out to 2600. I have been coming here since tve 90s. At least 12 previos stays. From now on its Cheeca Lodge baby!

The resort shop is so great! Jenny is extremely helpful and friendly! We loved the great swimwear and fun accessories in the shop! Thanks to Jenny for her help!

Jettd was awesome with the crafts and bingo. She was great withe the kids and so friendly.

We were very much looking forward to our stay at this resort, especially given its 4‑star rating, but unfortunately the experience fell short in several key areas. Check‑in was extremely slow, with a line stretching through the lobby after a full day of travel. Hoping to unwind at the Pilar Bar, we instead encountered a bartender who was openly frustrated, rude to guests, and explained that he normally didn’t work that area and didn’t have enough help. Our room did not have a phone, and we had to request one multiple times before it was finally delivered. Before we received it — and before anyone provided a housekeeping text number — we had to call the main hotel line from our cell phones, and reaching housekeeping was nearly impossible. Housekeeping didn’t come the day after we arrived, and on most days didn’t show up until mid‑afternoon. On our second day, the air conditioner stopped working, though it was repaired once we reported it. We shared all of these concerns with a staff member who assured us the manager would reach out, but we never heard from anyone. After waiting in line again to report housekeeping issues, another staff member finally gave us a number to text — which worked very well — but it’s unclear why this wasn’t provided from the beginning. The rooms are also not soundproof, and on our last night the noise was especially disruptive. The resort hosted a party near our room, and afterward there was loud, ongoing noise at the pool. It was clear people were partying late into the night, making it very difficult to relax or sleep. When I mentioned this at checkout, I was again told the manager would contact me, but no one ever did. On a positive note, the staff member who assisted us with the A/C issue provided a restaurant voucher, which we appreciated. The pool staff — especially Justin and Lexi — were outstanding and consistently delivered excellent service. The morning staff at The Café were also wonderful: friendly, attentive, and a bright spot each day. Overall, while there were some truly exceptional employees who tried to make our stay enjoyable, the overall service and experience aligned more with a 2–3 star stay rather than the 4‑star standard advertised.

Premium Villa was NOT premium