I booked and prepaid weeks in advance for what was supposed to be a surprise birthday celebration, expecting a smooth and memorable stay. Unfortunately, the experience was incredibly disappointing from start to finish.
To begin with, none of the birthday in room experiences purchased in advance were completed. Manager stated that they don’t deliver in room experiences until after check in which is completely opposite of what I was told multiple times when purchasing over the phone.
On top of that, the room wristbands didn’t work—not once, but twice—forcing me to waste time going up and down from the room to the front desk to get them fixed. A small issue, but when you’re on vacation trying to relax, it adds unnecessary frustration.
The room had multiple roaches—completely unacceptable for a resort of this supposed caliber. Cleanliness clearly isn’t a priority.
This was supposed to be a special getaway, and instead, it was a series of letdowns. I expected much better from a resort with Hawks Cay’s reputation. Will not be returning.