What a beautiful property with wonderful little nooks you can find along their beach. The pool was relaxing and had both a family side and adult side with a small pool bar. We ended up grabbing some Adirondack chairs and reading our books all day. Very relaxing property with great food options as well. The rooms were well appointed as well. Please note that they do include a 20% service charge (tip) to each food bill, I forgot this the first time.
Stayed here between Xmas and New Year, and strongly recommend this place. We had a hard time getting the 6 nights as availability seemed to change daily during Decmeber but in the end, it worked out. As HHonors Diamonds, we ended up with tree-facing room the first night but were able to switch to the oceanfront rooms on the second through sixth nights. Staff was proactive and helpful to find us a new room. The only negative could be that there is really nothing within walking distance of the hotel, but most customers come here by car so I don't think that really matters much. The rest are positive points! Here they are-- daily sunset toast with sparkling wine; free use of fishing gear to fish off of the boat dock, where we caught (and released!) lots of small, beautiful ocean fish; breakfast for Diamonds may have changed recently, but as of January 1, 2021 it offered full breakfast in the restaurant; there was a free bicycle rental that we used to get into town a bit and go to CVS, and the post office. Nice bike path goes along the highway. We had a great time!…
We are here for 9 days. Been here for 5 days thus far. THE GOOD: Nice beach area with lots of lounge chairs Beach bar with good food and beach bar tiki hut 2 Nice pools, one of which is adult only Upon check in you walk into a beautiful building THE BAD/AVERAGE: The resort sells “day passes” to non guests for the pool and beach. We were not aware of this prior to check in The Hammock Wing where we are staying (and paid a premium for) sounds like it’s built with balsa wood and paper. Doors slam and vibrate the room all day and all night. How ‘bout putting a small nicely worded sign on the door - “please don’t slam”. Can’t talk about the other “wing”, but it’s probably the same. This wing is a motel in resort clothing. People and LOUD roller carts walking and making a rolling thunder on the outside hallway all night. Not enough seating at the adult pool The Hammock wing beach is always closed due to private parties/weddings The drinks in little clear plastic cups at the bar and tikis are $15 each, and the bar restaurant automatically adds 20% tip to your bill - not a problem because I give 20% anyway, but c’mon. Employees are not “resort friendly” (ready, willing and able) if you know what I mean…
We actually loved this hotel during our first visit in May of 2021 so we came back for a weeklong stay this year. We are big fans of the Keys and we’re looking forward to a relaxing vacation at a nice resort. During our stay, we had mostly decent service (some very good) and no major issues HOWEVER I am unfortunately leaving a negative review as, upon checkout, I found that we were charged twice for room service on two separate days. We ordered room service only once on those days, and room service was only delivered once. I’m not sure how we were double charged but it’s frustrating to feel the need to review our bill line-by-line because of errors such as this. I have since attempted to call the hotel to have the charge removed on 3 separate occasions, and on every occasion the front desk has transferred me to a voicemail for the Accounting department. I have left voicemails on this line and they have gone unanswered for 2 weeks. I have also emailed the hotel which has also gone unanswered. Unfortunately I had to then dispute the charge with my credit card and now feel obligated to leave this review, which is disappointing considering I am a Hilton Diamond member and have previously never had any issues.…
Don’t forget to ask about resort fees!! They advertised free amenities, however they charge a resort fee at checkout. We booked through Priceline with “total charge” that ended up with additional $50 per night charge after “resort fees”. The amount they advertised is not the same that they charge. It’s not the $50 a night..but not being forthright in total charge per night. Does the resort fee change?? If not why not include in price per night? I know why! I won’t be back because of this. My next trip is already booked with a resort that does not charge resort fees!
The beaches and exterior of this hotel are great and the rooms are okay, but the service unfortunately made our experience less optimal than we had hoped. For the most part, the staff at the hotel were impolite and unhelpful. I was not greeted at the front desk for check-in (I had to greet the front desk employee, who looked at me with a blank face, and say that I was there to check in), was not offered an upgrade (or even had my Diamond status acknowledged), and overall seemed to be bothering the person at the front desk by just being there to check in. We had had a long travel day with a toddler, and it would have been nice to just be able to relax and feel welcomed when we finally got to the hotel, as opposed to feeling like we were a nuisance for simply checking in. Employees at the tiki bar and at the towel stand at Coconut Beach in particular were simply rude and made us a bit uncomfortable. The bartender at the tiki bar acted like we were dumb, for lack of a better word, for misunderstanding how many IDs we needed to order drinks. Three of us were ordering drinks, and we thought we each needed to provide IDs. One of us realized she forgot her ID in the room, though, so she said she was going to go grab it, and that we'd all be back soon to order. The employee then gave us incredible attitude about how we obviously only needed one, as though we had ruined his day entirely by saying we'd all be right back with our IDs. Really strange experience. The person at the towel stand on s'mores night, when asked politely by my husband if the paper bags laid out on the table contained things for s'mores, responded with an annoyed face "is that a rhetorical question?" Nope.. they were opaque bags, and he just wanted to make sure he wasn't taking something he wasn't supposed to. There was also a wedding on the first night that was incredibly loud. Be aware that the room where wedding receptions take place is directly adjacent to Calusa, and you literally cannot hear yourself think if there is a wedding taking place while you're dining. This is less of a complaint about the wedding itself (I'm glad they were having a great time!) and more that Calusa really shouldn't be open while wedding receptions are going on. The meal was expensive, and it was a special occasion, and it was hard to even hear each other talk. There was no apology from any staff about this. There were also very loud people late at night in the halls outside the room, who I assume were wedding guests. Again, I'm glad they were having fun! But the noise-proofing in the rooms leaves a LOT to be desired. The rooms were clean and nicely decorated, but they felt a bit more like rooms in a recently renovated motel rather than in a luxury resort. The outdoor corridors weren't super well taken care of, either. There was an overall lack of polish, and I don't think the hotel should be using the word "luxury" when describing this place. Now for the good stuff - the beaches are beautiful, and the water is so calm, which is great for babies and toddlers. We loved the floats that are docked in the water at Coconut Beach, and the dock that you can walk up and down. We even saw a bunch of manatees right next to the dock! We didn't get a chance to use any of the kayaks or other beach equipment, but it's awesome that they're right there to use. We really wanted to go parasailing, but ended up just spending our time hanging out on the beach instead. Love that the tiki bar is right there, too. Hot tip - order a frose and bring it in the water and hang out on one of those floats while you drink it. Divine. Hammock Beach was really cool, too - fun to sit under the trees. We loved getting coffees and breakfast from a place called Harriette's down the street (highly recommended!) and eating on that side of the property. We loved the nightly champagne toast and the s'mores night, too! The lobby and restaurants are also well-decorated and really pretty. Overall, though, this was unfortunately a disappointing stay, especially as a Diamond member - mainly because of the service.…
For the record, *I tried to resolve my issues with Hilton/Bakers Cay before sharing my review publically. I really want to believe in customer service but with no response have no choice* Please note my review reflects the overall customer experience during my stay and the hotel's inability to resolve my claim that has now been open since Dec. 20222. The hype on social & through Hilton was HIGH for this hotel. I had high expectations of staying at a Curio brand and was looking forward to experiencing this property. The issues I had with this hotel started with customer service upon checking in. We tried for early check-in (I know that cannot always be accommodated) however, I received a text an hour after our arrival asking "How is the room?". So, I went back to the front desk to check on housekeeping and there was no communication. Our room wasn't ready until 3:45, about 15 mins before check-in. Normally, this would not be an issue, we'd hang out by the pool & get drinks. However-- the pool temperature was cold. You could not go in. So, I went back to the desk to express my concerns, and was laughed at by a hotel employee saying "they will not turn the heat up". This was a bummer, as we live in cold temperatures a warm pool was definitely expected. Issue 2-After asking the front desk 3x when the room would be ready, and continuously being shrugged off, we finally get a room. As you can see in the photos, I was so incredibly bummed about the status (bug on the shower wall) (mold on the floors) (dirt in the air vents). But, we had waited SO LONG and I was embarrassed to continue to express concerns as I already did not receive much engagement from the front desk in my previous interactions I decided to bite the bullet & try to enjoy the space. It was waterfront and we were hopeful for relaxation. Issue 3- Generally noisy, and overcrowded. As I mentioned before, we had a lovely balcony that we tried to enjoy however, on both days of our stay the beach became crowded with wedding guests rehearsing and getting married on the beach each afternoon. The ability to enjoy our peaceful balcony was non-existent during those times. Along with continuous vendor set up/tear down etc. Lastly, the hotel was noisy- we were on the first floor which may have contributed to this but, the hallways were loud after the weddings or events broke out and impacted our stay. If you made it this far thanks for reading. I hope it helps with your decision on staying at this hotel or not. If you are Bakerys Cay-- shame on you for not following up with me to resolve this case. …
We had a great time at the resort and we are repeat guests. It is a great place and everything and everyone there deserves a thanks again from me. I especially want to point out a special experience we had at the beach tiki bar with Tatyana. She was very knowledgeable, experienced, and committed to her position. She spent a long time pushing and selling various local drinks to the point where no rational person could refuse! After spending an hour or so and hearing her tell several people that they were not allowed to leave and that she knew what room they were in I felt obligated to ask for permission to ask for the ability to depart. I was initially refused my request. After discussion with my girlfriend our options Tatyana determined that I was a threat to her plan and we were immediately chained and shackled to a nearby palm tree. After being served several involuntary margaritas and vitamin supplements she advised us that we were to be released. We were promptly removed of our footwear, blindfolded, sent in the direction of our room, and instructed to forget the incident. I would, and will, return to Bakers Cay anytime due to this level of service and extreme commitment to customer service. Great times had by all and you will not be disappointed!!! All for you Tat!! Haha!…
Things I would have liked to have known before booking this resort: 1.) we booked for our anniversary. We specifically booked because of the fun waterfront amenities. They were closed down for our entire stay. Know that if the weather is bad or the water is choppy, there’s Nothing to do here and they will close down the amenities. 2.) you would think with the amenities closed down, the staff would be available, but requests were ignored. It took 2 days and asking 4 times for an extra blanket. We asked over the phone, then we walked to the front desk the next day and asked in person. Still had to call AGAIN 12 hrs later when no blanket arrived. Same thing happens with food service. 3.) the hot tub was rather disgusting for a hotel in this price range. Since the resort was cold when we were there, this was a big disappointment.…
The deskriptions of the rooms are “oversold” and dirty. Staff at the reception has an attitude and does not seem to care about the guests. Staff in charge of the kids arrangements is the only 4* about this hotel. Restaurants are okay but overpriced.
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