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“Started bad...ended better!” 4 of 5 stars
Review of Hawks Cay Resort

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Hawks Cay Resort
4.0 of 5 Resort   |   61 Hawks Cay Boulevard, Duck Key, FL 33050   |  
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Hotel amenities
Ranked #1 of 2 Hotels in Duck Key
Certificate of Excellence 2014
Cherry Hill, New Jersey
Reviewer
3 reviews 3 reviews
Reviews in 2 cities Reviews in 2 cities
6 helpful votes 6 helpful votes
“Started bad...ended better!”
4 of 5 stars Reviewed November 21, 2013

They put us in a 4th floor balcony room when our reservation was for a room with a lanai. How did they think we would not notice that???? Went back down to check in to complain (along with another couple complaining about their room). We were told they overbooked our reserved room and that we would get "dibs" on it the second the other guests checked out. Gee thanks! Next day we got our room that we were originally supposed to get. The walls in the rooms are very thin. You can hear the people next door going to the bathroom and flushing the toilets. With that said, the resort is very nice and clean. They offer several pools (pool towels are available daily) and 2 large fire pits. They have a Starbucks!! You really only have 2 options for dinner on the premisis. Ocean is great. Loved the pizza. Of course food and drinks are expensive but that was expected. We would definetly go back to Hawk's Cay. Really enjoyed our relaxing vacation.

  • Stayed November 2013, traveled as a couple
    • 4 of 5 stars Value
    • 3 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hawks_Cay-FL, General Manager at Hawks Cay Resort, responded to this review, November 27, 2013
We are truly pleased to learn that you enjoyed a relaxing vacation at our Hawks Cay Resort. On behalf of our staff, I'd like to take this opportunity to extend my sincere apologies for the inconveniences you experienced with your room accommodations. We are truly sorry for any frustrations or noise disruptions and we appreciate that you’ve taken the time to share your experience. We are happy to see so many positive comments regarding our amenities and we look forward to welcoming you back!
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Rating summary
  • Location
    4.5 of 5 stars
  • Sleep Quality
    4 of 5 stars
  • Rooms
    4 of 5 stars
  • Service
    4 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    4 of 5 stars
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Nyc
Reviewer
4 reviews 4 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
3 helpful votes 3 helpful votes
5 of 5 stars Reviewed November 21, 2013

We had a great 7 days! Good location in the middle of the Florida Keys. Can go to South Beach or Key West in a day trip. The resort was accessible by foot even though they had a free tram. They had a daily resort fee that was worth it. Eight tennis courts soft and hard, Great pro to help out. Separate adult pool and children's. Children's area was fabulous, activities room, pool with pirate ship, soccer, volley, ball etc…Spa with jacuzzi and sauna and great exercise room. Would love to come back with my grandsons. Food in the lounge was great. Starbucks in the lobby for all you strong coffee drinkers. Nice room with balcony and fridge! Staff was friendly and helpful. Parking was close.

  • Stayed November 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 5 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hawks_Cay-FL, General Manager at Hawks Cay Resort, responded to this review, November 27, 2013
We are delighted that you enjoyed our central location in the Florida Keys. Thank you for choosing the Hawks Cay Resort for your seven-day vacation. We greatly appreciate your detailed review, as we always enjoying learning how our guests spend their time while with us. Your kind recognition of our friendly and attentive staff is greatly appreciated and we look forward to welcoming you back with your grandsons sometime in the near future!
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Calgary, Canada
Senior Contributor
44 reviews 44 reviews
42 hotel reviews
Reviews in 30 cities Reviews in 30 cities
105 helpful votes 105 helpful votes
3 of 5 stars Reviewed November 18, 2013

I booked 3 nights for $255/night for a 2 bedroom/2bath sunset villa on hotels.com. We stayed at Sunset Villa for one night 6 years ago and it left us with a great impression. We wanted to come back as it was still under construction back then and spend time enjoying the resort. We when arrived at our townhouse villa, it seemed run down with heavily stained stairwell carpet. Also, it didnt seem very clean. It was missing hand towels and dishwashing detergent. The resort faciliities were great with several pools, nice landscaped area with trails, big fitness room with good selection of equipment, and big kid's area with lots of activities. Also, there was area for dolphin viewing.

During our stay, there was a nasty sewage smell in our villa where we complained. This smell was nasty also affected our neighbor. The maintenance guy told us there is sewage smell problems once a month with the Sunset villas. It took a almost 2 hours to get this sorted and we were moved to Harborside villa which is a similar size but it included gated back patio with a hot tub. This was an owner suite and it was in immaculate condition. For our troubles, they gave us late checkout to 1pm and $50 resort fee credit. The daily resort fee is $29 per day.

I enjoyed the resort facilities. However, I did not enjoy our Sunset Villa. It appears some villas are nicer than others. And the Harborside Villa was very nice. The customer service was excellent especially the Front Desk as they worked hard to get us into another Villa as the resort was full. Our stay ended well, but for future bookings, I would like some assurance that the villa that we are staying in would be nice and clean. Our Sunset villa felt like a budget hotel, not what you expect from a high end resort. However, the Harborside Villa is more on what we initially expected. Thus, I am not sure if I will go back.

  • Stayed November 2013, traveled with family
    • 3 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 5
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hawks_Cay-FL, General Manager at Hawks Cay Resort, responded to this review, November 27, 2013
Thank you for your thorough review regarding our property. We'd like to apologize once again for any inconveniences and difficulties that you encountered while with us. Your experience was not reflective of our usual high standards and for that, we apologize. We are saddened that we were unable to exceed all expectations during your recent stay and regret that we may have missed the opportunity to welcome you again. We hope you'll reconsider, as we trust that our staff can help find the perfect accommodations to ensure a better experience. Rest assured, we have already passed your review along to the head of our housekeeping department. Review such as yours help us to improve our property and we can't thank you enough for sharing your guest perspective.
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Kajaani, Finland
Contributor
13 reviews 13 reviews
7 hotel reviews
Reviews in 10 cities Reviews in 10 cities
15 helpful votes 15 helpful votes
2 of 5 stars Reviewed November 17, 2013

We stayed in Hawks Key resort from 3.11-8.11.13

We had booked a villa in Sunset Village and in reception were given a Marina village without no explanation. According to the pricing it should have been an upgrade. But it was NOT!

When we got to our villa the keycards didn´t work and it took around an hour to get them fixed. Downstairs Tv was broken and "luckily" it was fixed at the same time the keycard issue was dealth with. In the master bathroom the hair dryer was broken and the sink was dirty and very worn out also you were able to take shower in either really hot or really cold water. The latter did not bother me personally after I returned from a jog but otherwise it was rather irritatiting. Also there were previous visitors´ napkins and hair clips under our bed (discovered when we checked if we had left anything to the room prior checkout).
The other bathroom was obviously not cleaned at all, because there was urine around the toilet pot, the smell was awful, unfortunately our villa mates were embarrassed to point it out until other problems with the rooms emerged!

At our last day we couldn´t use our keycards at all! Our villa mate was locked out after a mornings jog at 8 am and had to woke his pregnant wife. As we attended a medical conference we had no clue of the problems and when we returned to the villa my pregnant wife had to wait in the courching sun till I ran back and forth to get room keys working. We changed the keycardsseveral times, but somehow they still didn´t work and in the end house keeping left as in, arounf 10 min before checkout time working keycards were brought to us. Due to that the last day in Hawks Cay resort felt totally wasted, all though we had paid for it, it looked as if the staff just wanted to get us leave earlier.

On the positive side the nature was beautiful, The pools were great, especially the salt water one. Everything is close by, you can walk the premises in 5-10 min from one side to another. Prices were regular Key West prices, so nothing to complain here. If you are going to visit Florida Keys then expect to pay more than in mainland Florida. However, I would not pay the same price for my stay in Hawks Cay in the future, in fact I would not return to Hawks Cay to have the same level of service.

In top of all and the reason I decided to write this negative review is that my wife is spammed with other guests´ invoices and despite contacting the resort several times in this matter, no reply and the email still keep coming. If the manager now decides to reply to my review and to apologize then it is too late, however, I kindly ask to stop spamming my wife!

  • Stayed November 2013, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 2 of 5 stars Service
Was this review helpful? Yes 6
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hawks_Cay-FL, General Manager at Hawks Cay Resort, responded to this review, November 21, 2013
Thank you for letting us know of your recent stay and for bringing your concerns to our attention. We are truly disappointed to learn of the inconveniences and difficulties that you encountered while staying with us. We understand any frustrations at this time and want to assure you that we have shared your comments with the appropriate departments. We sincerely apologize for the frustrations that you and your wife experienced and we trust that a resolution will be met soon. Thank you.
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Melbourne, Florida
Senior Contributor
30 reviews 30 reviews
15 hotel reviews
Reviews in 17 cities Reviews in 17 cities
17 helpful votes 17 helpful votes
5 of 5 stars Reviewed November 15, 2013

We spent the better part of a week at this property. Had a 2 bedroom villa facing the water. The accommodations were very clean, there are patios upstairs and downstairs with outdoor furniture, and the villas were only a 5 minute walk from the main hotel buildings. Everything is accessible, Starbucks, a tiki bar, a firepit, a swimming lagoon, several pools, oceanfront dining, even an ice cream shop. Located at mile marker 61, it is only a 10 minute drive to Marathon key and plenty of shopping and waterfront dining restaurants. Highly recommend for a getaway!!

  • Stayed November 2013, traveled as a couple
    • 4 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 5 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hawks_Cay-FL, General Manager at Hawks Cay Resort, responded to this review, November 21, 2013
We greatly appreciate your enthusiastic review regarding our resort! We are always so happy to learn when our location works out well for our guests' needs. Thank you for pointing out a few of our amenities and close proximity to the nearby shopping and dining options. We hope you'll have the opportunity to visit the Hawks Cay Resort again soon.
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Floral Park, New York
Senior Contributor
38 reviews 38 reviews
22 hotel reviews
Reviews in 27 cities Reviews in 27 cities
123 helpful votes 123 helpful votes
4 of 5 stars Reviewed November 15, 2013

We chose this resort for its location in the Middle Keys and we loved the combination of a little isolation on Duck Key with the proximity of supermarkets and activities of Marathon.

The resort facilities were impressive. We enjoyed the lagoon and several different heated pools. We liked the restaurants, and we also took recommendations for some local places including Sparky's Landing in Key Colony Beach and Castaways in Marathon. My husband was pleased with the operation at Dive Duck Key.

The size of the Sunset Villa unit was thrilling for the price we paid. I thought the view of the Overseas Highway might be a drawback, but the bridge was not ugly and the road noise was not a problem. There were a few maintenance and housekeeping issues with the room. There seemed to be a discord between the caliber of this resort and the cleanliness and maintenance of the Villa.

This was a great choice for our family. If we find ourselves in the Keys again, we will stay here. Hopefully the details will be perfected by then.

  • Stayed November 2013, traveled with family
    • 5 of 5 stars Value
    • 5 of 5 stars Location
    • 4 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hawks_Cay-FL, General Manager at Hawks Cay Resort, responded to this review, November 21, 2013
We rely on guest feedback, such as yours, to help direct us to the areas that require our immediate attention. We do deeply regret if you encountered any maintenance and housekeeping issues during your time with us and we will certainly pass your review along to the specific department heads. We greatly appreciate your faith in our services and we look forward to welcoming you and your husband back to the Hawks Cay Resort for an improved visit.
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Ossining, New York
Top Contributor
84 reviews 84 reviews
23 hotel reviews
Reviews in 39 cities Reviews in 39 cities
38 helpful votes 38 helpful votes
4 of 5 stars Reviewed November 15, 2013

We stayed at Hawks Cay first week of November; I had a conference there.
Mostly we were very pleased with our stay; the resort is very well maintained, there is a lot of things to do, the location is very convenient for exploring the Keys, and the staff is very helpful.
First of all, we stayed in the main hotel, building 4, and had the corner room (#14), which has a benefit of really large balcony, more than we could possibly use. But it was nice. The room was spacious; the bed was really comfortable, with a very soft mattress, and since the building is away from main festivities - pool, restaurant and the like, - we enjoyed really quiet, restful sleep. There is a mini-fridge in the room, a Keurig coffee-maker, large TV and iron; and we had a spacious walk-in closet which was very convenient. The room was clean, with nice furniture; and the bathroom was spacious as well.
The conference was really good. Content aside, the conference hall was spacious and comfortable, with good acoustics and big screens; the temperature was comfortable for the most part (unlike usual, when AC is freezing cold), and breakfast was delicious and abundant. Although there were signs "breakfast is for attendees only", which made me think that there's not enough food planned, there was a lot of food for only 4 hours of lectures :)

Secondly, the staff at the front desk, restaurants, gift store etc, was very helpful and gave us great advice on what to do and where to go (special thanks to Christine). They tried to resolve whatever problems we had (such as not working Wi-Fi), and mostly with success.
We liked the Ocean restaurant (didn't go to Alma); we went there 4 times, tried their breakfast buffet (very good selection, I chose continental breakfast only, and still there was too much foods to try), dinner buffet (also were pleasantly surprised, very nice spread, they had many delicious salads, variety of meats and fish, also tacos and kids buffet, and delicious dessert. As a matter of fact, desserts at the buffet table were much better than those a la carte), and a la carte, which was also delicious. Their Snapper, crabcakes and fish stew are a must have! Desserts were good too.. But the buffet choices were better, like I said. Yes, there are less expensive choices around in Marathon, but it's not just food, it's the overall experience of this restaurant that counts; including terrace facing the firepit, which we really enjoyed.
Also, when it comes to food, I read the advice to utilize the mini-fridge and buy groceries in Marathon, which is exactly what we did, for breakfast and lunch. The sign on mini-fridge says that it's only a cooler to keep already cold foods, and is not meant to refrigerate; so listen to my advice, disregard :) I put there apples that were literally hot to touch after sitting in the sun, and they were ice cold next morning; and my soda and yogurt that I had put on the top shelf, froze and turned into ice.

They have several pools; I only tried the main one, I;m not really into pools.. Unfortunately, you can't swim in the ocean itself - there is a salt water lagoon separated from the ocean, because of the boats channel that leads to the marina. The lagoon is good size, to swim and kayak; but personally, I prefer the ocean. Besides, there's obviously no snorkeling in the lagoon. However, if you go to the other side of the resort, where there are villas, you can swim in the harbor. There is a tiny beach, and you can swim and snorkel there, but be sure to wear fins or water shoes, because the bottom is rocky. I liked it better than the lagoon.

We really enjoyed the firepit - in the evenings there is a musician playing guitar and singing, and he is really good. So we were sitting near the firepit, listening to live music and looking up at the stars.. Heaven :)
Also, I rented a bike and enjoyed the most scenic bike ride, along the Overseas highway.

No, to the unpleasant part. I don't know what the problem is, but the housekeeping was really, really lousy. First of all, they had a tendency to clean our room really late in the day - 4, 5, 6 pm, when we wanted to take a shower after the beach and relax before dinner, and instead we had to leave the room so that it could be cleaned. That was annoying.. Then, twice they didn't do any cleaning at all - first time we didn't complain, thinking that it must be a mistake; but the second time we returned really late, and when we called the front desk it was too late to clean anyway. Moreover, during the afternoon, there were literally bags with dirty laundry and trash in the hall as you walk by, just sitting there. Not nice. And when we saw cleaning staff and thought they would do our room next, they would tell us that no, it's not on their assignment, and then ..they would leave and nobody would come until late in the day. I can see that many people complain about similar things, so there really is a room for improvement in this resort.
But other than that, everything else was really nice.

Oh yes, most importantly, if you enjoy snorkeling, definitely go to the Sombrero reef - call Start Fish snorkeling tours. Thank me later! :) I've done snorkeling on almost all Caribbean islands, and I have never seen what I saw on this reef, and all in one small place. It really is a gem (I heard that the Bahia Honda park is even better, but the weather didn't cooperate, so we didn't get to go there).
Enjoy!

Room Tip: Corner room has a large balcony, and somewhat more privacy. Building 4 is away from the main pool an...
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  • Stayed November 2013, traveled as a couple
    • 4 of 5 stars Value
    • 4 of 5 stars Location
    • 5 of 5 stars Sleep Quality
    • 4 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 4 of 5 stars Service
Was this review helpful? Yes 4
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Hawks_Cay-FL, General Manager at Hawks Cay Resort, responded to this review, November 21, 2013
It was a pleasure to comfortably accommodate you during the conference and we appreciate that you've reached out and shared your experience. It is truly wonderful to learn that you not only chose to share your impressions but that you've also shared your recommendations with our future guests. While we are happy that you enjoyed so many aspects of our resort, we do regret if certain areas of your stay fell below your expectations. On behalf of our housekeeping department, I'd like to extend my sincere apologies for any oversights in service. Your experience does not match the high level of service we wish to provide and we will be sharing your remarks with the head of our housekeeping department. Thank you for bringing your concerns to our attention and we assure you that the necessary improvements will be made. We hope to welcome you again.
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Additional Information about Hawks Cay Resort

Address: 61 Hawks Cay Boulevard, Duck Key, FL 33050
Phone Number:
Location: United States > Florida > Florida Keys > Duck Key
Amenities:
Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free High Speed Internet ( WiFi ) Free Parking Children Activities ( Kid / Family Friendly ) Kitchenette Restaurant Room Service Spa Suites Swimming Pool Wheelchair access
Hotel Style:
Ranked #1 of 2 Hotels in Duck Key
Price Range (Based on Average Rates): $$$
Hotel Class:4 star — Hawks Cay Resort 4*
Number of rooms: 400
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Also Known As:
Hawks Cay Hotel Duck Key
Hawks Cay Duck Key
Duck Key
Hawk Cay Resort
Hawks Key
Hawks Cay Resort Duck Key, Florida

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