Update after the hotel reply: I have to be honest, the automated response kind of confirms my concern. Opening with “peaceful atmosphere at Baker’s Cay Resort” after I specifically mentioned how noisy it was makes it clear the message wasn’t really read.
I would have appreciated no reply more than a template that misses the point. If someone could actually review my experience and respond personally, that would be much more meaningful.
This hotel is a perfect example of huge potential not matching the experience. The location is stunning, surrounded by mature tropical nature. Rooms are spacious and beautifully designed. Two beaches — one open and one under the trees — create a peaceful vibe that even feels a bit like Bali. The environment and concept are truly special.
Unfortunately, the execution and care fall short.
Our room wasn’t properly cleaned on arrival: sticky residue on furniture and mold in the AC vent. We waited almost two hours for a clean room. They offered a $100 credit, but honestly, we just expected cleanliness from the start. This same pattern showed up everywhere: beautiful elements, but not maintained. Dust on entrance lights, valet staff smoking right at the front, elevators dirty and rusting, beach loungers left covered in leaves all day. Great design, but weak upkeep.
Food and beverage was disappointing as well. Prices are high ($30+ for chicken quesadillas, $32 for a Caesar with chicken), which would be fine if the food was good — but it wasn’t. Almost no seasoning. The breakfast deal gives $27 credit per person, yet a $17 waffle won’t even fill you. My bagel with salmon and cream cheese came without capers because they were out — on a Saturday morning. Unseasoned salads, a latte that didn’t taste right. We prepaid three breakfasts and stopped going after two. Ironically, the small lobby coffee bar makes excellent coffee; we ended up ordering food and coffee from Uber Eats, which says a lot.
We also tried the “fine dining” restaurant. It reopened a day later than announced — understandable — but the service lacked care. Two of us ordered two dishes: one came wrong, plates arrived ten minutes apart, and they put the check on the table before we finished. No dessert offered; I had to ask for a menu. The “signature” cheesecake tasted like old fridge. We mentioned it, they took it back, and just returned with the bill. No recovery, no hospitality, no effort.
To make things worse, there was loud maintenance work early in the mornings. I understand improvements are necessary, but rolling carts and drilling around 8:30am on a weekend wake-up call is not acceptable for a resort like this. Guests should not feel like they’re staying in an active work zone.
At checkout, I shared our disappointment. The person at the front desk — the only one who consistently had a warm smile during our four-day stay — listened and was kind. His attitude stood out in a place that otherwise felt disconnected from hospitality. Unfortunately, one friendly team member can’t fix a consistently under-cared-for experience.
In summary: breathtaking setting and great design, but lacking maintenance, service training, food quality, and basic attention to guests. This could easily be one of the best hotels in the Keys. The potential is right there. What’s missing is pride, care, and heart in the daily operation.
If the team invests love and consistency into this place, it could become something truly special. Right now, it feels like a beautiful property that isn’t being looked after the way it deserves.