![]() I don’t have any expectations of this ever being resolved but do not wish to do business with either company again. Day after check out I see that $61.88 was I fact charged to my cc, I have been calling the resort which once again is not being too helpful, and calling the 3rd party booing service, neither wants to take responsibility and is telling me to talk to the other. Looking back, I should have been a bit pushier and brought up the document breakdown then and there but I do have to say their attitude towards me made me a little less eager to take up anymore of their time. At time of check out I was in a bit of a rush and the 3 associates in the front didn’t seem to be too eager to help me, no one else was there as a customer but eventually someone finally acknowledged me and told me to leave the key/bracelet in the box. Overnight I was left a different breakdown which seemed to suggest I was due for $61.88 but the math didn’t add up, the two fees shown in my document added to what I paid and the fact that I had been told at check in that I was paid in full, made me think this was just a different way to do the breakdown. Upon arrival, staff was not the friendliest nor the worse but I was clearly told my room was “paid in full” which matched my online information. I used a 3rd party to book my stay, my payment stated everything was included, no additional charges were to be due at resort. I am very sad to rate this property so low, the property was beautiful and I had a good time but now I am dealing with the aftermath of poor customer service and communication from the resort. 5) If you can swing a townhome or villa, the extra space is a total game changer and can help manage costs of food and meals if you're able to take back leftovers or cook up a quick meal. It's not easy these days and we're very appreciative of their efforts. 4) We felt like HC was well staffed, given the difficult market conditions. 3) Having the onsite Marina is extremely convenient when considering booking activities through the provider. Having stayed at other resorts throughout the Keys over the years, we did not feel like HC was any more expensive than other similar resorts. Key take aways: 1) Very family friendly resort. Thank you to all the staff who worked so hard- not an easy job to please everyone. Overall, we all really enjoyed our stay at this pretty resort. We did not eat at 61Prime, but enjoyed the Tiki Bar food menu and poolside service for several lunches and ate at Angler and Ale twice. The Market Place store was very convenient and helpful to have on property. Taylor was GREAT with our boys and we caught enough to have Angler & Ale cook up our catch - it was delicious! We hit up the main pool every day and there were plenty of chairs, umbrellas and towels for everyone, also we felt the poolside servers really hustled. The highlight of our week was a 4 hr nearshore fishing trip with Taylor Nelson on his boat "I'm hooked". Jason at Pilar Bar was fun during the rain storm! We did a sunset cruise through Sole Watersports one night and it was delightful, excellent crew - it was cloudy though so not really a sunset to see but the dolphin watching was absolutely outstanding. Lunch at the pool side Tiki Bar was delicious and our server Sandi was pleasant. All the staff we encountered were helpful and friendly. The resort grounds were clean and very pretty. A fully equipped kitchen and washer/dryer were both amazing conveniences (I went to the Publix in Marathon to get basic essentials). We had a two bdrm Marina townhome and it was fantastic. This was our first time at HC and we enjoyed every minute. My husband, two teenage boys and I just returned home after a week at Hawks Cay during Memorial week.
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