Hawks Cay Resort

I had a great experience with Jacob in my week there. I would recommend it to other people. Make sure to enjoy the pool and the tiki bar.

This resort could ruin your vacation. Avoid this resort if you want to be kind to yourself and your family. Pros • Convenient / acceptable location Cons • Extremely slow and inefficient front desk service • Chronic overbooking with no meaningful compensation or apology • Long check-in and checkout times (over one hour each) • Poor management escalation; staff unable to resolve issues • Billing errors, including charges from previous guests • Incorrect parking fees and random charges • Unauthorized credit card charges requiring disputes Overall Impression • Poorly managed resort with serious customer service and billing issues • High risk of vacation disruption, especially during peak holidays • Not recommended The location is fine, but the front desk is by far the worst I have ever experienced. Expect waits of more than 30 minutes for even the simplest question, with long lines at the front desk at any time of day. We arrived on Christmas Eve and were told that all rooms of the type we booked were sold out due to overbooking. What was most surprising was that they refused to make any adjustments or accommodations for this situation—and offered no apology. The manager simply asked us to accept a lower-level room. Several other groups around us were in the same situation, and check-in took more than an hour because staff needed to “talk to their manager” for over 10 minutes for nearly every question. Checkout was just as frustrating. It took another hour because they had completely messed up the bill. We were charged for purchases made by previous guests in the same room, four nights of parking when we only stayed three nights, and other random charges caused by room-number mix-ups. No employee could resolve the issue until I asked for a third manager to review the bill. Even worse, the resort placed random charges on my credit card. Staff repeatedly told me the charges would disappear after checkout, but that turned out to be untrue. I ultimately had to dispute each transaction with my credit card company, which was a painful and time-consuming process. In conclusion, avoid this resort if you want to be kind to yourself and your family.

This was an overall terrible and infuriating experience from start to finish. From the moment we arrived, everything went wrong. The front desk was completely incompetent—we waited in a long line, and check-in alone took over an hour because the staff clearly had no idea what they were doing. We specifically asked for a room that could accommodate four people, yet we were given a horrible room facing a roof. On top of that, the sofa bed was extremely dirty, unsanitary, and completely unusable. Absolutely unacceptable. We paid an extremely expensive rate for what felt like a run-down, low-quality stay. The bathroom was old and outdated, the pool was overcrowded, and the public bathrooms were constantly clogged and filthy. The entire property felt neglected. Staff members were not knowledgeable at all and downright terrible. When we asked for an extra blanket at night, it took another full hour to get one—assuming you could even find someone. Most of the time, there was no one available at customer service. Breakfast was total chaos. No organization whatsoever. No one knew where the line started, and the staff acted completely clueless and careless. When we asked a simple question about the dolphin show, not a single employee—including the front desk—had any information. Overall, this was a terrible, frustrating, and disappointing experience. We will never come back. This place is a complete waste of money and does not deserve more than a 3-star average rating at best. Management should start taking these reviews seriously and doing something about it, because as it stands, guests are being misled. I will be posting this experience on social media so others don’t get scammed the way we did.

Understaffed. Rooms are old and dirty. Villa is 8k for 6 nights and it smells like urine and cleaning products. We booked two queen bed villa and were out in two full sized bed so not enough room for party. Avoid this place

Terrible customer service. Unhelpful, slow, and did not accommodate. They double booked our room when we’ve had this trip planned for months. No employee has helped us or explained anything. All other rooms are full. Don’t know what we’re gonna do.