I absolutely love my visits to Provincetown, and saved all summer for a vacation with a friend of mine. Unfortunately, the combination of Hurricane Irene and the lousy treatment we received at this resort did their best to ruin the couple of days I was there.
Being from New Jersey, and knowing that the hurricane was endangering my stay, I called the day before my reservation to check up. I asked what the conditions were like on the Cape, and the curt gentleman that was working the front desk (who was just as short with me in person) replied, "I don't know what to tell you." I asked what it looked like outside. "I don't know what to tell you." Have you heard anything about the impending weather? I'm coming from New Jersey. "I don't know what to tell you." For a timeshare resort, which should at least be used to taking some kind of care of people, they didn't know much about anything.
After the six hour drive up to the Cape, we were fortunately allowed to check in early at about 1pm (what kind of check in time is 4pm? That would be a whole day wasted in town or on the beach). I will say that upon arrival, the woman who apparently owned the resort was very friendly, and assured us that they had had warnings like this before, and it was probably nothing, we would brave it together! This was endearing, until they presented my friend and I with a waiver of responsibility on the resort's part for our safety during the hurricane, and until we were told that apparently the only bridge on/off the Cape would be closed if winds exceeded 60 mph. None of that information would have been handy before we arrived, say, if I'd called the day before to ask.
We enjoyed the remainder of that day, and went to bed. The next morning an employee from the resort knocked on our door, and told me that he had to tape our windows for "the tornado". Not "the possible tornado", the tornado. So my friend and I decided to cancel our last night in the resort. After speaking with the front desk we were told that we had to cancel through the third party with which we'd made our reservation, and they gave us the phone number. The woman we spoke to at the third party was very nice, and after checking with the front desk, assured us we would be refunded our last night's stay, and possibly charged a $50 late checkout fee. Minutes later, the curt gentleman was at our door, and we were told, "You need to settle at the front desk" We were already on our way down, but they felt the need to escort us in silence to the front desk.
Once there, the same friendly woman informed us that since we were canceling our reservation, she would have to charge us for the night, the full $175 + tax. This was when I got truly upset, and my friend thankfully took care of it. We had to argue with the woman, who insisted that since it was now 11am, we were late to check out, and she couldn't rent the room that night, so we had to pay for it. I'm not sure who was going to check in during a hurricane and tornado, but we informed her that the third party had promised us our money back AFTER checking with her front desk, along with the resort's policy of a $50 late check out fee. She told us that she hadn't authorized it, but we insisted that the third party had spoken to the front desk and it was settled upon. We ended up leaving, and I doubt we will ever return.
It is sad to me that what could be a reasonably quaint, cheap alternative to staying in Ptown, close to town, on a nice beach was spoiled by poor customer service. There is quite a difference between running a business with specific policies and procedures, and taking advantage of your guests. I work in customer service for a very popular restaurant, and if I ever treated my guests the way I was treated here, I would be reprimanded, if not fired. The mere fact that they are responding to guests claims on here with rude contradictions and curt responses is indicative to the service provided. Were I to run an establishment like this, and make any comment at all, it would be an assurance that any and all problems were a sorry mistake, and I would note how they were taken care of.
Several reports have claimed there were odors in the rooms- they claim there weren't. Would guests make up smells? I doubt it. A simple explanation would suffice, but I find these people like to make excuses and they don't take much responsibility for the guests' satisfaction- and it shows. Spend a little more somewhere else, they're not going to be worried about you here.
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.