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Hawks Cay Resort

Traveler (335)
Pool & Beach (77)
Room & Suite (71)
Certificate of Excellence

About

#1 of 2 hotels in Duck Key
Location
Cleanliness
Service
Value
Certificate of Excellence
Midway down the Florida Keys, you’ll find an island called Duck Key. It’s small. Secluded. Yet central to Miami and Key West, and easy to reach by car, boat or plane. Duck Key has a few telltale Florida Keys features: Aquamarine water all around. Glorious sunrises and sunsets. An island sensibility that lulls you into a state of total relaxation – except for when you’re out fishing, snorkeling, paddleboarding or gliding along with the ocean breeze on a kiteboard. The best of the Keys is waiting for you at Hawks Cay Resort.
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Property amenities
Pool
Fitness Center with Gym / Workout Room
Room service
Free Internet
Free parking
Restaurant
Bar/Lounge
Spa
Adult pool
Babysitting
Banquet Room
Business Center with Internet Access
Children Activities (Kid / Family Friendly)
Concierge
Conference Facilities
Dry Cleaning
Heated pool
Hot Tub
Laundry Service
Meeting rooms
Multilingual Staff
Non-smoking hotel
Outdoor pool
Self-Serve Laundry
Shuttle Bus Service
Tennis Court
Wheelchair access
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Room features
Air conditioning
Microwave
Refrigerator in room
Family Rooms
Kitchenette
Non-smoking rooms
Suites
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HOTEL CLASS
HOTEL STYLE
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421Reviews
172Q+A
50Room tips
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We had heard nothing but wonderful things about Hawk's Cay so our family decided to have a getaway to this resort to try it out. Overall it was not a terrible experience but I do feel this resort needs to evaluate their service and get a bit more organized. This was the first time we traveled with boats. We wanted to figure out the logistics of the whole thing so we would know where to go and what to do upon arrival. We also wanted to know if we had the possibility of early check in and when our boat slips would be ready. First of all, when I attempted calling the resort to get my questions answered, the only way i could get anyone on the phone was if i called as if I was getting a new reservation. No one answers at the existing reservations number. Then, no one could answer my questions. Regarding check in, they were not very helpful since they only deal with new reservations and honestly seemed a bit annoyed that I had chosen the new reservation option to ask something about an existing reservation. Regarding the boat slip, i was transferred to the marina where once again i couldn't get someone on the phone and I left a voicemail to which i never got a call back. Upon arrival, we had a hard time finding the dockmaster and long story short, leaving the boat at the marina took about an hour. I have a 5 and a 3 year old who were going nuts in the car at this point. We then go to check in and i'm first in line, however, both of the people being helped were there for about 20 minutes. I was alone with my two kids who were already bursting with energy from being in the car driving down and then waiting at the marina. When i am finally helped, after waiting 20 minutes I am told that my room is not ready, and if for security reasons i want them to watch my luggage they can but once the room is ready we'll have to load it back into the car. We are given wrist bands but told that we need to come back when the room is ready to activate them. Bottom line, 20 minutes waiting in line at the lobby to get nothing resolved. I later learn that my cousin was told that her luggage would be delivered to her room and that her keys should work when she arrived at her room so she wouldn't need to come back. When I confronted the hotel they said they made an exception for her. They saw I was with two small children and my parents so I have no idea why they could not make an exception for me as well. Furthermore, we were staying in the villas with a boat slip. At about $500 a night you would expect to get some help with your luggage. When we are finally able to check in, no one's keys are working- not even my cousin's. The resort is very spaced out so from our villa to the lobby was a bit of a walk. There are buses that take you around but you need to get lucky and have one come your way when you need it or otherwise you will be standing around waiting. Our idea with the boat slips was also to have the boat near the villa. We were given a villa that overlooked a canal where we couldn't park the boat and it was barely visible. What doesn't make sense to me is, I am sure not everyone there comes with a boat. Why wouldn't they give those villas to people who come without a boat and reserve the villas you can park a boat behind to those who bring a boat? The unit itself was clean for the most part but could use a little bit of maintenance. There were certain things like electrical outlets and such that needed to be replaced. If the villa was a bit cheaper it wouldn't be a big deal but when you are charging $500 a night you should really make sure the unit is in perfect condition. We also were not given enough towels or sheets for the sofa sleeper which we needed. Once again to get someone on the phone to have these items delivered was a mission. By the time I went to the lobby to get replacement keys for the room, i was pretty frustrated. I spoke to a manager named Cristina who was very helpful and who gave us a $200 dinner voucher for our troubles which was very nice of her. She also set us up with reservations at Anglers and Ale. Unfortunately at Anglers and Ale my 3 year old son got very sick and threw up various times. I have to say that the staff was so nice about the situation and did not complain at all about picking up the mess. Our waitress Shaina was wonderful! My son unfortunately threw up again at night. I called in the morning to have the dirty sheets picked up and to request another fitted sheet and they never came that day. I called about this once again the next morning and still nothing. On the third call they finally sent someone to pick up the dirty sheets that had been there almost two days at this point and to bring the fitted sheet. At another point on the trip we needed ice so we bought at the marina. As i mentioned, everything is very spaced out so i requested that they call the bus or a golf cart so that we could get our ice back to the room. My husband and I waited in the hot sun with our melting ice 15 minutes and they still had no sent someone. Another thing I don't like is that they don't have nearby trash bins or dumpsters so everyone leaves their garbage outside for pickup. As you walk through the resort, there are garbage bags out everywhere which isn't appealing. These villas also appear to be rental units. Some of them are updated and some of them aren't. I don't like that you can't see your unit before reserving. We do this style vacation often and are usually able to choose our unit, The weather wasn't great for boating so Saturday we stayed at the pool. It is very clean and the children enjoyed the splash pad area and the pirate show. They also have the best waffles at the breakfast and one of the waitresses, Donalene, is wonderful! We saw her again at Prime One Sixty one night which we also enjoyed. We enjoyed our trip and have not completely ruled out Hawk's Cay, however, I do think they either need to lower their prices or hire more staff and train them properly. I know there were many times I had a hard time getting someone on the phone and many times they couldn't answer general questions without putting you on a long hold. The property is beautiful and the idea of a resort where you can dock your boat is a great one but at $500 a night, you need to provide great service. If we ever give it another chance, i do hope that they get it together!
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Hotel's Favorite
I understand that Hawks Cay Resort suffered a staggering blow from last year's hurricane Irma. However, to look at it today, you would never know it! Major improvements have been made with the Resort's security, dolphin experience, restaurant (with an additional higher end restaurant in the final preparation stages of their grand opening). From booking our experience to arrival and departure, we experienced first class help from team members who clearly love their work. Laurie Lupton gave us ideas on local experiences not to miss! Angela Dawson is about the friendliest waitress we've ever experienced. She waited on our demanding group and never once lost her smile. And I'm so sorry, but I can't remember the name of the new girl who came out while we were walking around watching the dolphins. She was both kind and knowledgeable! I don't know if there was any cross training involved, but everyone we encountered wanted to help you... even if it wasn't "their job". We simply can not wait to go again!! 🤗
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Response from Hawks_Cay-FL, General Manager at Hawks Cay Resort
Responded Oct 15, 2018
Thank you for sharing how our team went above and beyond to ensure your vacation to Hawks Cay Resort would be perfect, even before your arrival, and that same level of attentive and friendly service continued during your stay! Our staff will be touched to hear your kind words of their amazing work. Your compliments of our recently completed renovations are truly appreciated and that the improvements created an even better Hawks Cay experience for many of our returning guests. More restaurants will be opening soon, and we look forward to hearing your feedback of them during your next visit!
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The remodeled Hawks Cay is a fabulous resort in the Keys! Everyone was super nice at the resort. I would have given it a 5 Star rating if the check-in was handled better. Long lines and lengthy wait to check-in. When I inquired about it the lady said "it's Sunday". So, I guess that's a problem they are aware of and should be corrected. Other than that, we enjoyed the cleanliness, the staff and our accommodations very much. We have been going there for years, years and will continue to do so.
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We booked a last minute trip from Miami to the keys. This hotel was amazing ... The room we had was super big with a large wrap around balcony . Two large TVs with amazing direct tv channels .. The valet was so nice and prompt ... The pools are fantastic and the servers are super nice and prompt . I had this large tiki burger with shredded pork on it , it came with fries and onion rings, it was out of this world .. The restaurant steak house has a great bar . Had dinner there two nights in a row . The two lady bartenders are so nice and all over it . I had the onion soup and Delmonico steak that you could cut with a fork , it was so soft . I had a deep tissue massage at the spa , the therapist was one of the best in the business , I forgot her name but I remember she was from Michigan. If you looking to rejuvenate from the big city , this is the place ... we will be back !
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Stayed two nights in the Sanctuary Villas. The Villa worked well for a group of six. The private pool was wonderful to have. The best part of our stay was the fantastic dining! The special in the main dining room was the Tomahawk Chop, cooked to perfection! Our server was great and the manager Yunier stopped by our table to welcome our group.
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PRICE RANGE
$240 - $541 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
hawks cay hotel duck key, hawks key, hawks cay resort, hawks cay duck key, duck key, hawk cay resort
LOCATION
United StatesFloridaFlorida KeysDuck Key
NUMBER OF ROOMS
420
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