As advertised we had an “authentic Provincetown experience” although it is not the experience I would recommend to anyone. It all started when we went to reserve a B&B on ‘Booking.com’ for our 9 year anniversary. We spend our anniversary every August in Provincetown as a tradition. Our experience started when my wife realized she had reserved a Wednesday-Thursday instead of a Thursday-Friday on Booking.com. She called within 15 minutes to Waterford Inn stating she had made an error and because of child care we needed the Thursday-Friday slot. The woman my wife talked to stated she had just started and did not have authorization to remove the reservation error but would have a manager call my wife back to figure it out. The manager called back hours later and stated he wouldn’t remove our reservation without charging us the 50% of the amount owed for two days, this amount was over $200.00. This was shocking since we called right away and our charge card hadn’t been charged at that point. My wife stated the dates wouldn’t work because of child care and she was looking at the cost change with the different dates. So the ‘manager’ said he would accommodate us for the Thursday-Friday and match the price of the Wednesday-Thursday. The way this was done left a bad feeling about this Inn but we really had no choice but to accept his offer or pay over $200.00. Had he simply said he could accommodate our dates and prices without the threat of keeping our deposit the feeling we had about this Inn would have been warmer. Because this reservation originated with Booking.com the ‘manager’ needed to adjust the reservation on his system which he stated he would. And the room number was confirmed with my wife as #5.
We arrived on Thursday and my wife told the woman at the desk our names. She was handed a sign in sheet that was two sheets stapled together of Booking.com fine print. The top page was folded behind the second and my wife was instructed to sign at the bottom and then handed the key for room #5. At this point there is no indication there are any issues. The room was clean but the floor had a film on it which made it really slippery. The shades fell down immediately when we pulled them down for privacy. I had to fix them so we could use them. We had lunch at their restaurant, then went shopping, had dinner, and dessert. Several times we stopped back in at the Inn to change or grab things from our room. At no time did anyone try to contact us that there was an issue. When we woke up Friday and located a housekeeper to tell her we didn’t have a ‘do not disturb’ sign in our room but that we did not require a housecleaning visit so skip our room that morning. She said ‘no problem’. We then went to a 10am whale watch on Friday and didn’t arrive back in port until 2pm. My wife’s phone battery died halfway through the whale watch from the picture taking, etc.
Here is where the big issue started. It was pouring that day so we hurried back to the inn to change our clothes before heading out to lunch and as we came in noticed the door to our room open. As I ran up the stairs to see what was going on the manager-owner came to the door with a handful of our clothes on hangers. I asked him what he was doing and he responded “you were supposed to check out today and we tried to call you, your reservation was for Wednesday-Thursday”. Obviously we disagreed, and I looked around our room and saw all our things were gone. The clothes he had were the last of our items. I kept saying ‘you went in our room and took our things???’ I was shocked. My wife went over in detail how our reservations were made and changed. The owner kept asking who we talked to, asking if he had an accent, and claiming total ignorance to this situation. The woman at the desk stated she remembered talking to my wife when she called originally about the mistake with the reservation but said she didn’t know who called her back to discuss the cancellation. There were a total of 2 people that had authority to change/cancel a reservation but no one was willing to take responsibility for the change in reservation that was not updated in their system.
We had to defend ourselves the entire time, at the same time my wife is mortified our things were moved by them, our privacy invaded, and they way they were treating us. We go to Provincetown to feel comfortable and it was the worst we have ever felt in Provincetown. I asked the owner why our reservation was not confirmed verbally when we came in on Thursday; instead a piece of paper was pushed to us. He said the paper we signed was in the name of the person that #5 was meant for, the other booking.com reservation they had for that week. In fact the owner said when the people for room #5 came in on Thursday to check in they realized that they didn’t know who we were. So on Thursday afternoon, evening, and Friday morning we didn’t receive one call or any effort for them to confirm our reservation. I questioned him on this and he just kept saying they tried to call us and moved our things as a last resort. After we charged my wife’s phone we have on record they tried to call at the earliest an hour before we got back to port from the whale watch. But they knew there was a problem the day before. Then I questioned the owner why if they thought our reservation was Wednesday-Thursday why we were not called on Wednesday when we did not show up. He said that someone should have called. No one called. No one ever called us until a hour before they opened the door to our room, went through all our things, touched all our things, and removed all our things. Over and over again our impatience with his answers, the refusal of him or his staff own their mistake and our feeling of being completed violated reached the peak. Then this gets better, there are no rooms available. We may have to relocate to the other side of Commercial St in the pouring rain. I just say, ‘no’ that is not an option. The owner rushes off to make some calls. In the meantime I talk to the lady that checked us in and express my feelings again, but very calmly. She seemed very uncomfortable as was I at this entire situation. And during this other couples are checking into their room seeing something going on with us and the staff.
The owner gets back and states he moved someone else to the other B&B and we can have a room at the Waterford. Our things were all in their cardboard boxes so they brought them into another room. The owner offers us a $100 gift certificate to his restaurant and I tell him we are not interested in going to his restaurant, we had special reservations somewhere else to celebrate our anniversary. So he says he will take $100 off the bill and I quote “when we calm down he will buy us a drink at his restaurant or get us a bottle of champagne”..really?! I tell him we do not want a drink or champagne. We just want to get out of our soaking clothes and get out of there. My wife follows the owner to his office to retrieve our valuables he put in his ‘safe’. Then we looked around our ‘new’ room at our things in cardboard boxes and just felt horrible. Worse experience we ever had anywhere. We try to make the best of our night before we leave but all we are thinking about is getting out of this Inn. No one ever tried to call or talk to us for the rest of the night or the following morning when we checked out. In fact no one was there in the morning. I had to call to confirm they got the keys we left and I got a cold “yup you are all set”
No we are not ‘all set’. This Inn took what was supposed to be a two day romantic anniversary trip and soiled it with their mistakes. They had ample opportunity to confirm who we were before resulting to what they did. They stick to their ‘cancellation’ policy yet had no other policy’s written about confirming a reservation. Had they asked for a picture ID the issue would have been caught immediately. Had they called to find out why we did not check in Wednesday the day they had incorrectly recorded as our ‘check-in’ date then this would have been caught immediately. Had they bothered to call us when they discovered someone else coming in for the same room this would not have resulted in them invading our privacy. And as the owner once you realized this was a bundle of errors on your part would you just offer a gift certificate toward a dinner as a end all way to say ‘oops’.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.