When we first arrived, the villa we originally boo...

When we first arrived, the villa we originally booked (sunset village) was not what we expected. It was dirty, there were dead bugs by the living room, the stairs and the railings were filthy. When we checked the rooms upstairs, the master had animal hair all over the "cleaned" sheets. We have an eight month old baby and we weren't going to risk putting him on those sheets so we went back to the reception and requested to be moved to another room, we wanted a family room in the actual resort at that point but unfortunately none were available so we were given a different villa (the marina village). When we got there, it seemed to be cleaner/in better condition up until we pulled down the covers, there was disgusting stains on the sheets, the carpets were gross, and the guest bathroom was clogged. Also there were 2 phones, one in the master bedroom and the other one in the living room and neither of them worked, the WiFi didn t even work and there wasn t even service/signal on our cell phones. We managed to contact the reception again but there was nothing they could do at that time and they were going to let the manager know about our situation. At this point, we just requested additional sheets and we went to our nearest Walgreen to purchase blankets for our us, our kids and baby.

The next day we went back and spoke with the manager and he offered us another room, we asked to see that room prior to making a decision on whether or not to switch at that point, well that room was in even worse conditions!! It literally hadn t been cleaned since the last guest checked out, there was garbage everywhere, dirty towels, beds were a mess, old wristbands left on the counter, you could tell housekeeping had not even gone in that room since the last guests left. We checked that room multiple times hours apart giving them the benefit of the doubt, it hadn t been cleaned from the morning when the manager offered us the room up until 7pm at night, at that point we went back and spoke to Jason again and told him what happened and that we were just going to stay at the same villa we were in since the other room he tried giving us wasn t even ready, he apologized and said there must ve been a glitch in the system and that he would ve never sent us to that room if he knew it wasn t made ready.

Our experience was not what is expected when staying in a resort of this caliber, it definitely did not meet the standards. We would expect these sorts of incidents from a motel, not a luxury resort. This was not our first time staying at Hawks Cay, we ve never experienced something like this there or at any resort we ve ever been to before.