Extremely Disappointing Stay – Villa #7029 at Hawks Cay Resort
Our stay in Villa #7029 was extremely disappointing, especially considering the premium price we paid. This property and the customer service fell far below expectations.
* Wi-Fi did not work throughout our stay.
* Every employee we spoke with gave us different answers, and several had poor attitudes instead of trying to help.
* There was complete confusion about where to launch our boat, where to dock it, and where to park our truck and trailer. No one seemed knowledgeable, and no one was willing to assist.
* Around 11:00 p.m., after several of us took showers, the ceiling began leaking. Maintenance arrived around 11:45 p.m., looked at it, and left, saying they would return. After waiting, we were told they didn’t have the tools to fix it that night and would come back in the morning. We were then instructed not to use the bathrooms at all overnight. We had six adults and an infant, and the resort had no other villas or rooms available to relocate us. That is completely unacceptable for a resort of this caliber.
* The water park was closed for construction, and this was never disclosed before booking.
* The website still advertises the dolphin experience, but it has apparently been closed for quite some time. A bartender told us the company went bankrupt. This attraction should not continue to be featured if it no longer exists.
* The villa itself is very outdated and not representative of the rates being charged.
* The hot tub did not work.
* The kitchen was not fully equipped, making meal preparation difficult.
* Even more concerning, the front door deadbolt did not work, which is a major safety and security issue.
Overall, between the maintenance problems, lack of communication, misleading amenities, poor customer service, and outdated accommodations, this stay was nowhere near what we expected from Hawks Cay Resort. For the amount of money charged, guests deserve clean, well-maintained accommodations, working amenities, accurate advertising, and staff who provide consistent and helpful service.
I would not stay in Villa #7029 again and cannot recommend it until these issues are addressed.
