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“Very Disappointed”
Review of Hawks Cay Resort

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Hawks Cay Resort
Ranked #1 of 2 Hotels in Duck Key
Certificate of Excellence
Reviewed July 4, 2012

My family of 4 stayed here at the end of June 2012 and we were very disappointed at the lack of activities on the island and the resort itself. Duck Key is defined by Hawks Cay. If you want to do anything outside of the resort you will have to travel to Marathon. We stayed here 3 nights and after the first day we found ourselves trying to find things to do and ended up driving to Key West 2 out of the 3 days.

In a nut shell here is the good:
1.Lagoon- this is something different, and was fun for the family to experience.
2.Main pool- was ok but nothing fancy
3.Room- we stayed in a room with 2 queen beds. We really liked the décor in the room and bathroom
4.Valet Staff - Friendly

Not so great:
1.Activities- not much to do
2.Food-lack of versatility in restaurants and food
3.Gratuity- you are charged 18% gratuity on all food and drink items. We ate at their Beach Grille, and our food and drink order was wrong and the service was very slow, but we still had to pay the 18% gratuity. I believe in tipping 18%-20% on extraordinary service. Being forced to pay for world class service and only receiving mediocre at best, is a real sticking point for me.
4.Check-in- no details of the resort were given

  • Stayed: June 2012, traveled with family
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5  Thank shellbellss
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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3,139 - 3,145 of 4,854 reviews

Reviewed July 2, 2012

Title reflects my idea that if you want to enjoy a vacation at HC, you have to ditch the budget. Our group included 4 adults, 5 children ages 7-11 staying in a Room and a Villa. Bottom line, it was an outstanding vacation for all. The resort was beautiful with fun activities for kids in the lagoon. I arrived with concerns from what I have read related to cleanliness, service, and cost. We were pleased to find that cost was our only issue for us. Pina Coladas were amazing, even for $10. It is possible to bring your own drinks to the pool, just have to be creative. It even seemed that as our week continued staff around the pool became less strict about guests bringing drinks to the pool. Beds were awesome, bathroom was roomy & beautiful. We did Dolphin Research Center, 3 miles away from HC. Great experience & well worth it. Snorkeling trip on Blue was outstanding.Great staff on Blue! Check in was less than 3 minutes, early check in too. A few staff did seem grumpy so we went out of our way to be friendly to them and each did come around and joke around with us. Kudos to Antonio at desk, Bridgette at pool, and Marie in housekeeping!

Room Tip: Island view room was very nice, we had a beautiful view of the grounds. After being at the pool all...
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  • Stayed: June 2012, traveled with family
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3  Thank Nancy M
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 4, 2012

Dear Nancy M,

Thank you for choosing to stay with Hawks Cay for your family vacation, and for your lovely comments. It sounds like you enjoyed much of the many activities and amenities that the resort has to offer.

I've shared your comments with Antonio, Bridgette and Marie, as well as their managers, and they were so thankful for the praises. We all hope to welcome you back to Hawks Cay again soon.

Best regards,
Jennifer Dinan
jennifer.dinan@hawkscay.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 2, 2012

WHY TRAVEL FOR VACATION OUTSIDE OF USA WHEN YOU HAVE HAWKS CAY IN THE KEYS. We spend a weekend there and we were overwhelmed with great service, excellent food and drinks. Our village was so clean, cozy and very nice decorated. We didnt want to leave. We highly recommend this resort to anyone that wants to relax and enjoy a nice place. I want to thank the restaurant manager Vince, for the great service and excellent food this his team provide. Also want to thank Jason for being so attentive when we needed extra towels. Thanks one more time to hawks cay for such a wonderful experience for the second time.

  • Stayed: July 2012, traveled as a couple
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1  Thank Ana T
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 4, 2012

Dear Ana T,

We're thrilled that you so thoroughly enjoyed your return trip to Hawks Cay and appreciate the kind feedback. You brought and extra smile to both Vince and Jason's faces with your comments, so thank you for sharing those kind words.

We hope to see you at our island paradise again very soon!

Best regards,
Jennifer Dinan
jennifer.dinan@hawkscay.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 2, 2012

For $420 a night (for the cheapest villa, off season) we expected luxury. Instead, we got a very tired looking villa with the following problems:
- ants crawling everywhere inside the villa (including in our beds and on us while sitting on the sofa). The exterminator had to come back 4 times during our stay. You would think that at least by the fourth call to guest services about this problem, that they would have referred us to a manager to apologize or offer a discount. But no.
- no light to read by in the master bedroom. The only choices were one VERY dim lamp or the full blast overhead light.
- the bathroom only had one very small towel rack, which is not nearly enough for a family of 4 to hang towels. There wasn't even a hook on the back of the door, so when you were taking a shower, the only place to put your clean clothes was on the wet floor.
- mold on the tile in the shower, dings and scrapes all over the walls of the villa
- housekeeping service was only provided once a week (when you're paying $420 per night, you would expect more)
- the closest pool to our villa (which was still quite a hike) had no towels provided. Even the cheapest Fairfield Inn provides towels at the pool. There is towel service at the other pools, but sometimes we didn't want to walk so far away (and the tram was on a very slow schedule). The Sunset Pool also had ants crawling all over every single chair. Not just a few, but about a hundred on each chair the evening we were there.
- the main pool was SO crowded (again, we were there in the off season) that you had to get there early in the morning to even get a chair. It was difficult to swim in the pool because it was so crowded.
- Tom's Harbor House was very lackluster - food was just okay and decor was lifeless. Other than the super expensive Alma, there are no other dinner restaurants close by (you have to drive into the town of Marathon, about 15 minutes away.
- the putt putt golf course was a JOKE. Some holes were sticking 4 inches above the astroturf, with broken concrete around them, and overall it was obvious that no maintenance had been done since the day it was constructed.

On this trip we also stayed for 3 nights at Cheeca Lodge on Islamorada, about 25 minutes north. For only $207 a night, we got SO much more, and the rooms and resort were truly luxurious. The resort fee at Cheeca includes so much (free kayaks, 9 hole par three golf course, bicycles, nightly turn down service with chocolates on the pillow, daily housekeeping, a champagne welcome, and an absolutely beautiful resort, where they show attention to every detail. At Cheeca, in addition to the wonderful restaurants in the resort, you can easily walk to many other shops and restaurants. We were very upset when we got to Hawk's Cay and realized how duped we had been by their website. To top it all off, I expressed some of my concerns when we checked out at Hawk's Cay, and all I got was a smile and a bubbly, "I'm so sorry" before the girl continued working on the computer. I'm sure some people have a very good experience at Hawk's Cay, especially if they can afford the higher rates to stay in other parts of the resort. For us, $420 (with taxes and resort fee) was already very expensive, and we were expecting luxury for that price. Obviously, we didn't get it, and we'll never be back.

  • Stayed: June 2012, traveled with family
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7  Thank Debbie B
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 4, 2012

Dear Debbie B,

Thank you for posting feedback of your stay with us. I am a bit concerned, and honestly a little confused, by your review. I believe that we have already connected, though under a different screen name, via TripAdvisor. Could you please contact me directly so that we can clarify and further discuss your stay? I apologize for the disappointing time you had here and want to make sure that we address all of your feedback appropriately.

Though your review states that you stayed in June, some of the items you mention (for example no towels or service at the Sunset Pool) have been addressed and changed for months. Also, for the clarification of other travellers, I wanted to share that the summer months of June, July and August are popular times to visit the Florida Keys and are not considered "off season". People love coming to the Keys during summer because of the warm summer water, cool island breezes and bountiful water activities to enjoy (including the start of Lobster Season in July!). For those looking to travel during quieter months that can provide more value, the fall is a wonderful time to visit the Keys. The weather is beautiful that time of year and you'll have easier access to all the activities you'd like to enjoy.

Again, I would like to connect directly so that we can further discuss your time with us. Thank you for taking the time to share your comments.

Sincerely,
Jennifer Dinan
jennifer.dinan@hawkscay.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed July 1, 2012

From Nathan at the front desk to jimmy and crew who greeted us and Valet parked our car we had a warm and wonderful stay. Hats off to the friendly staff. The Gill's

  • Stayed: June 2012
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2  Thank Kamalgill1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 4, 2012

Dear Kamalgill1,

Thank you for the kind comments and for choosing to stay at Hawks Cay. We hope to see you again very soon!

Best regards,
Jennifer Dinan
jennifer.dinan@hawkscay.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 30, 2012

Unfortunately I am here with my partner and hate all the little kids running around. The pools are too crowded even in this off season. We are right by the ocean and there is no where even to set foot in the ocean. The room is mediocre at best. Disappointed with our choice. Prepaid for three nights.

Stayed: June 2012, traveled as a couple
1  Thank David F
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 4, 2012

Dear Azdwf,

Thank you for choosing to stay with us and I apologize for the disappointing experience you had here. During the summer months of June, July and August (not considered "off season" in the Keys) you'll find that many families take the opportunity while kids are out of school to vacation at Hawks Cay. We pride ourselves on having enough options that everyone can find their perfect space, including the Adults-Only Tranquility Pool.

For couples travelling without children, I like to recommend quieter months for travel to the Keys, such as September, October, November, January and February. The weather is wonderful during those time periods and not only are there less children travelling, but you are also often able to take advantage of better rates.

I hope that we'll have the opportunity to host you this fall and earn your loyalty. Please contact me directly to further discuss your stay or if I can help plan a future visit.

Best regards,
Jennifer Dinan
jennifer.dinan@hawkscay.com

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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed June 30, 2012

Good: location and the surrounding grounds. Asked for extra toiletries and it was delivered promptly, food poolside was tasty as were the drinks


Bad: non-welcoming valet service ("doing me a favor" handling my bags), flies all over the property (especially in the dining room and even in the guest room) given a room upon check in that had not been cleaned (walked into previous guest's unmaid beds & leftover food), room not serviced until almost 5pm, just as we were ending our day at the beach


Frankly, expected more. Part of it may be my lofty expectations and the laid back keys lifestyle but, based on the prices, they should raise the bar a little bit!!

  • Stayed: June 2012
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2  Thank Alexdv
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Management response:Responded July 4, 2012

Dear Alexdv,

Thank you for your candid feedback. I'm glad that you enjoyed your overall experience and apologize for the inconcistencies that you encountered during your time with us.

Though we live and work in the Florida Keys, the Hawks Cay Team always works and aims to provide exceptional experiences for our guests so that our guests can truly enjoyed the "laid back lifestyle" that the Keys are known for. We understand how valuable vacation time and the resources that go towards vacations are, and we take the responsibility of providing the perfect escape seriously.

I hope that you will contact me directly so that we can further discuss your stay. We would welcome the opportunity to earn your loyalty in the future.

Best regards,
Jennifer Dinan
jennifer.dinan@hawkscay.com

Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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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:
Bar / Lounge 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: $275 - $603 (Based on Average Rates for a Standard Room)
Hotel Class:4 star — Hawks Cay Resort 4*
Number of rooms: 400
Reservation Options:
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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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