The Masthead Resort — Hotel in Provincetown

On February 8, 2020 my husband and I booked a reservation with the Masthead directly over the phone for 3 nights, June 24-26, 2020. Despite the fact the trip was over 4 months away our credit card was charged immediately for the full amount of the stay -- $1,073.37. We were surprised given most hotels charge a deposit for a stay this far out but felt at ease given the cancellation policy clearly stated on our reservation contract: "Cancellation policy: 30 days notice required June 1- August 31" and "25% charge for all cancellations." Unfortunately we needed to cancel the reservation and did so on March 29, 2020 through both a voice mail message to the business and an email. Given we were well within canceling 30 days of our stay we should have been refunded the amount we paid minus a 25% penalty. This amount is $805.02. We heard nothing back after our messages and left additional email messages on April 13th and May 7th. We also left two more phone messages about the matter. In late May we sent another email, once again canceling and requesting a refund per the terms of our reservation contract. We were relieved to finally receive a voice mail message in late May offering to refund the amount minus 25% or be provided a voucher for a future stay. We called back immediately, reached a woman named Karen, and asked for the refund minus the 25% charge. Karen stated the owner must provide this, that she could not. We asked when it would be done and were not given an answer. On June 19th we emailed yet again. No response and no refund. We've been getting the run around now for 9 months. After some research, we've since learned that we are not the only ones. We contacted the Better Business Bureau, which assigns letter grades A-F regarding their degree of confidence that a business is operating in a trustworthy manner. As of this date the Masthead has a letter grade of F. Complaints on the site are exactly what we experienced. We also found multiple negative reviews on Trip Advisor, as well as Google, Yelp and other sites that detail the same story as ours -- failure to answer and return calls, and breach of contract by failure to issue refunds according to what is stated on reservation contracts. With copies of our reservation, emails, and a recording of our message from Karen we can corroborate everything stated in this review, and we are now left to decide how to proceed. We remain hopeful the owner will become aware and responsive to this matter and provide us with the $805.02 refund to which we are entitled per our reservation contract. If so, we will provide an update to...

As some of the positive reviews indicate, the location of the Masthead Resort is excellent, in both the view of the bay as well as proximity to town. /Users/michael/Desktop/IMG_8751.jpg The gardens were stunning and service at the front desk was helpful, friendly and even playful. Clearly, some of the reviews mention that the rooms were lovely and updated. Unfortunately, ours was neither. My recommendation is to stay at this inn, but be sure to get one of the good rooms.

Our room left much to be desired. The bed was crammed into a space so narrow that one had to climb in from the foot of the bed. There was no room to put glasses, a phone or anything else that a nightstand would have accommodated. /Users/michael/Desktop/IMG_8753.jpg

The closet was an embarrassment. It would not take a great deal of time or money to spruce it up from looking like a worn out storage space to a decent guest closet. /Users/michael/Desktop/IMG_8754.jpg And the condition of the furniture was also surprisingly shabby. This piece in particular was the worst of it. The lamps were rickety and, in general, some of the furnishings needed long overdue replacement. We were not looking for the Ritz Carleton, but some of the local garage sales had better furniture for sale. /Users/michael/Desktop/Unknown.jpeg So we were not pleased with what the Masthead had to offer on the inside.

One final note: a few days after returning home, the Mast head sent us an email asking for feedback. I provided it, as above, and asked them to respond back. They did not. This is one of the reasons I’m leaving this feedback. Aside from the women at the front desk, this facility doesn’t seem to put much effort into pleasing...

i visited the masthead on jan 1 for two nights. we stayed in room 31-d, the billy joel suite. it was one room removed from direct water view. the room had a musty smell upon arrival. the bed was a full size- bouncy but comfy. the bedding was very nice. the pull out couch was not comfy pulled out as a bed. the room had a small fridge, a sink, two stove top burners, and a microwave. the room had a 32'' flat screen tv. the bathroom shower had very good water pressure, nice hot water. the bathroom could use a refresh.the location is good. @ 10 minute walk to the central section of commercial street. we travelled with our puppy. the hotel had a nice grassy area and a short walk to the very start of commercial street and an area with marshes/ dunes. there is some parking places in front of the hotel ( pretty tight) and a few spaces in the front ,on street. also 200 yards before the hotel there is a public parking lot. at this time of year ,it was free parking.the ocean in front of the masthead is beautiful. the boardwalk deck needs some attention, but is still very good. the masthead is in a nice neighborhood with some great looking houses surrounding it. all the masthead folks we met, front desk / house keepers were all very nice. to sum up the stay - the room was clean and quiet, with a great view. the location was towards the 'end' of commercial street ( or the beginning ). this hotel was a great choice for us ( 2 adults, a thirteen year old and a 9 month old irish red & white...