Hawks Cay Resort

The location is beautiful, and the spot our villa was in was perfect. But, the staffing at restaurants and the tiki bar were insufficient. Staff were working incredibly hard but simply couldn't keep up. We waited two hours for lunch that never came at the pool. The wait for dinks was very long. We sought a resort with food and drinks, but then couldn't enjoy it, choosing instead to leave for meals or make our own food. Instead of opening doors, perhaps management could pitch in and help your team.

We chose this property expecting a true resort-quality experience for our family, and unfortunately, it fell well short of that standard. The biggest issue was the atmosphere. The staff did not appear empowered or inspired, and service felt transactional rather than hospitable. There was no proactive engagement — interactions were limited to basic requests like ordering drinks or asking for a check. It didn’t feel welcoming; it felt procedural. This seemed less like an individual staff issue and more like a management and culture problem. Our villa was never serviced during our stay, and there was no communication about housekeeping. The room did not match the photos and felt outdated — small showers, loud AC, dirty windows, and mediocre bedding. It was far below what we would consider resort-level accommodations. Food and beverage were also disappointing. The Pilar Bar was never open, the café closed at 5 p.m. with no evening coffee option, and some advertised amenities were unavailable without notice. Salt + Ash was decent, but not exceptional, and other dining options underperformed. There were also small but telling oversights — like the outdoor pool restroom being without soap for more than a day. That said, the pool, lagoon, and Florida sunshine were the highlights. Our kids (6 and 8) had a wonderful time splashing and playing, which saved the trip for us. For families willing to pay for a true stateside resort experience, there are likely better options. The setting is beautiful, but the service, accommodations, and overall execution did not match the price point or expectations.

We recently stayed 6 nights at Hawks Cay Resort in Duck Key, Florida in the Family Oasis area and traveled with our two kids. Overall, we truly enjoyed our time and made some wonderful family memories. From the moment we arrived, the resort felt like a 5-star experience. The bellhop was incredibly helpful with our luggage, check-in was quick and easy, and our room was ready early- which was such a gift after a travel day. Our room was clean and in a perfect location close to the pool and main amenities. We especially loved the family feel of the resort. There was a sense of safety and community, families looked out for each other’s kids, and it felt comfortable letting our children explore within reason. The lagoon and beach areas were great spots to relax and play. We also enjoyed watching the dolphins on property, though we were a bit disappointed we weren’t able to interact with them. We knew ahead of time that the kids club and one of the pools were closed, so while that was disappointing, it wasn’t a surprise. A few things to be aware of if you’re planning a stay: be prepared to spend money on food and drinks. The breakfast café, lunch options, bars, and on-site restaurants are pricey, and later in the day some items we wanted were sold out. Off-resort dining and activities require about a 15–20 minute drive. We did enjoy a day trip to Key West and visited beaches down the coast, which were highlights of the trip. We had a 20% food and beverage discount included with our stay through Expedia. I assumed it would automatically be applied to our room charges. Four days in, I noticed another guest presenting a physical card for their discount. When I asked the front desk, they claimed they had tried calling me about picking up the card — which I never received. After some back and forth, they did credit the 20% discount to the food we had charged to the room, but the lack of transparency was frustrating. By the weekend, the resort became significantly more crowded. With the increased crowd, pool service slowed down and breakfast lines were long. As for dining: Angler & Ale had decent food, though it was on the expensive side. It was convenient not to have to leave the resort. Salt + Ash was unfortunately very disappointing. My husband and son’s pasta came out well before my daughter’s and my pizza as well as my glass of wine. They were finished eating before our food even arrived. For the steep price, the quality and portion sizes did not match the cost. The tiki bar staff absolutely deserve recognition. They worked incredibly hard to keep up with the crowds. While drinks and food were expensive, portions were large enough for our kids to share, which helped. We were glad we stopped at a grocery store before arriving to stock up on snacks and sandwich items. This definitely helped manage food costs during the week. Overall, we loved the resort grounds and most of our daytime experiences. The setting is beautiful, the family atmosphere is strong, and the property itself feels special. However, we were disappointed with the lack of clarity around our discount, the wait times, and the high cost relative to food quality at certain restaurants. Would we return? Possibly, but with adjusted expectations and a plan to dine off property more often.

I made a reservation on Priceline and immediately noticed it was for the wrong date (off by 1). In small print, it stated that I could call Hawks Cay Resort, and that they would accommodate me. Unfortunately, they said, because I used a third-party to book the reservation, it was nonrefundable and impossible to change. We rearranged our schedule to be able to accommodate the reservation (nearly $500/night), but on arrival, they offered us a family room with bunkbeds instead of two queen beds as reserved. It took some time, but eventually, we were given a room at the far end of the resort, down a hallway with piles of laundry. It was clear they made note that we used a “third-party to book the room” and that was not acceptable. The room was modest at best and the bottom sheet of one bed didn’t cover 2/3 of the bed. We enjoyed a nice evening at Angler and Ale on the campus and that’s the only reason for 3 stars.

Hawks Cay was a wonderful experience, I loved the Marina Villa location and ocean view and excellent quality, loved the food at Angler and Ale Restaurant, the Cafe breakfast and Salt and Ash restaurant food! The pools are wonderful and ocean view spectacular and spa massage/whirlpool/saunas were amazing and very well equipped fitness center!