Guest reviews Hawks Cay Resort, Duck Key

by l0ribriang Pembroke Pines, Florida

More like Holiday Inn with a Really Nice Pool

The rooms are the same as any motel in America. Definitely need some updates or put on a serious maintenance schedule. During the pandemic you would think that the hand sanitizers that are stationed thought the motel were properly filled but they are empty. I mentioned it to the hotel desk 2 days in a row and they are still empty. The pool attendant Tristen was excellent, he even served us on the second day and we weren’t in his area because the person that was taking care of the area was nowhere to be found. Food and drinks at the pool were good. All the staff we interacted with was nice. Will we book again. NO..... Not even at the hero’s discount we received.

by paulz41 Boca Raton, Florida

Dissapointed

Used Marina boat ramp to launch my boat. Stayed at family residence on island. Was advised by family member that I could use facility to launch boat for a fee. On Monday launched boat and fueled at marina. Today, went to load boat as was advised that I could not. Told dockhand that I launched monday and purchased gas and he was just unhelpful and not nice. I have stayed at resort many times.TThe last time, approximately a month ago, we stayed and was dissapointed also. Roaches in townhouse and not clean to standards they post in lobby. We were moved to another room which we were happy with. Dockhand needs some customer service training. Being rude and not accomodating is costing the resort this client.

by LeighMiles

Not prepared for COVID

During the time of COVID, there are certain expectations which all resorts must meet. Hawks Cay doesn’t seem to realize that a pandemic is happening or that customer service and adequate staffing/training is important even in normal times. Cleanliness- rooms are dated. Cabinet doors don’t close. There was a bundle of hair on the floor at check in. The stairs feel like they are going to break when walked upon. Sink handles are broken. Was the room really deep cleaned before we arrived? Mask wearing- guests are not consistently wearing masks around public areas nor are workers. This includes restaurants, boat docks, painters, etc. Communication- hawks day operators do not pick up the phone. We have dialed 0 from the room phone over 30 times and only once did someone answer. Because of the failure to wear masks, we do not want to go in person to the clubhouse but we have no choice. We even sent management an email yesterday and have heard nothing back since. Check in- we arrived early and the room was not ready. They told us to return at 4pm to check in. We did and had to wait in line for 30 minutes, finally checking in at 4:40. They did provide a meal voucher for this. Internet- my kids call it “garbage” internet. It works, it doesn’t work, continuously. There is no rhyme or reason and it is extremely frustrating. In today’s connected world, you can’t reach anyone by phone or internet from here. That is nice but not when you have problems and not which children than rely on the internet. Packed/busy- it is busy. Lots of people everywhere and it seems the rooms attract multiple families to share them. That’s great for the resort, but not great in light of the issues mentioned. If hawks cay is not prepared, then they need to reduce the occupancy at their resort. We stayed here in 2010 and remember having a wonderful time. It is shame that hawks cay has not maintained its excellence and the inability to reach someone is just completely unacceptable. It is also a shame that when vacations are few and far between these days, that this was our experience. I do know that other hotels are doing much better, so guests with concerns like mine will have no problem finding somewhere else else in the future.

by FamTrav21

Do not book here

Check-in was very slow! We had to ask for keys. Staff took very little time to discuss the resort. For ~$500 villa, we had cockroaches, pulled carpet, horrible smells, the smallest beds, and the smallest bathroom. So disappointed in this place. We could have stayed at a hotel down the street and received better accommodations. The grounds aren’t very tidy and overgrown in areas. This isn’t a resort. It’s disgusting.

by Stephanie V

Nice resort

We have been traveling to the Keys since I was a child. This trip we went with our two children and another family. This was our first time staying at Hawks Cay. The staff does a great job of mask wearing, opening doors for guest so that not a lot of hands touch the door, and having sanitizer stations throughout. We however did not get use of the pool or the lagoon because there was no social distancing at all and no one wore masks. It was as if Covid didn’t exist. It made me extremely nervous as a nurse taking my family. The restaurants on site were ok. Nothing fantastic. I enjoyed my meals more at local restaurants. The family room that we got had the bunk beds and for our family of four we felt it to be quite comfortable. The bathrooms were nice. Probably won’t stay there again. Just didn’t do it for me.