Hawks Cay Resort

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

Resort has been great. Justin at the pool area went the extra mile, providing excellent service to our small toddler. Would book again. Plenty of chairs and space.

Extremely Disappointing Stay – Villa #7029 at Hawks Cay Resort Our stay in Villa #7029 was extremely disappointing, especially considering the premium price we paid. This property and the customer service fell far below expectations. * Wi-Fi did not work throughout our stay. * Every employee we spoke with gave us different answers, and several had poor attitudes instead of trying to help. * There was complete confusion about where to launch our boat, where to dock it, and where to park our truck and trailer. No one seemed knowledgeable, and no one was willing to assist. * Around 11:00 p.m., after several of us took showers, the ceiling began leaking. Maintenance arrived around 11:45 p.m., looked at it, and left, saying they would return. After waiting, we were told they didn’t have the tools to fix it that night and would come back in the morning. We were then instructed not to use the bathrooms at all overnight. We had six adults and an infant, and the resort had no other villas or rooms available to relocate us. That is completely unacceptable for a resort of this caliber. * The water park was closed for construction, and this was never disclosed before booking. * The website still advertises the dolphin experience, but it has apparently been closed for quite some time. A bartender told us the company went bankrupt. This attraction should not continue to be featured if it no longer exists. * The villa itself is very outdated and not representative of the rates being charged. * The hot tub did not work. * The kitchen was not fully equipped, making meal preparation difficult. * Even more concerning, the front door deadbolt did not work, which is a major safety and security issue. Overall, between the maintenance problems, lack of communication, misleading amenities, poor customer service, and outdated accommodations, this stay was nowhere near what we expected from Hawks Cay Resort. For the amount of money charged, guests deserve clean, well-maintained accommodations, working amenities, accurate advertising, and staff who provide consistent and helpful service. I would not stay in Villa #7029 again and cannot recommend it until these issues are addressed.

Jacob and Pierre was amazing at the tiki bar ! ! Love coming to this resort ! So worth it 💕💕💕