We travelled from the UK, via Heathrow and New York, before driving around five hours to Cape Cod specifically to stay at Chatham Bars Inn. We had booked eight months in advance and this was supposed to be one of the highlights of our holiday.
Instead, it was one of the most disappointing and stressful hotel experiences we have ever had.
On arrival, the hotel felt incredibly overcrowded, with people everywhere. After check-in, we were handed our key and directed to our Deluxe Cottage Room, 1 King Bed.
We were genuinely shocked when we saw it.
The room looked nothing like the photographs we had booked from. The photos showed wooden floors; we had old, stained carpet. The advertised room had a fireplace; ours didn't. The bed was completely different, old and battered, with a damaged headboard and a huge gap behind the mattress. There were stains on the bed linen and the room itself was tiny, overlooking parked cars.
For a room costing well over $1,300 per night before taxes, it was astonishing. In our opinion, the room we were actually given was worth perhaps $400 a night at best, and even that feels generous.
But the worst part was the noise.
Directly outside our room, effectively behind our bed, was a bank of air-conditioning units servicing the complex. They produced a relentless, deep, low-frequency mechanical drone inside the bedroom.
It was horrendous.
We complained immediately. In fairness, the manager tried to find another room but nothing was available, so we had no choice but to stay.
We barely slept all night.
The following morning, their proposed solution was to move us to the room directly above ours. Quite how moving a few feet above the same bank of AC units was supposed to eliminate the low-frequency drone was beyond us.
At that point, exhausted, we requested a refund and left.
We then had the considerable stress and expense of finding alternative accommodation at very short notice during peak season, thousands of miles from home.
Chatham Bars Inn has agreed to refund the unused nights, although as I write this we are still waiting for that refund to appear. They have refused to refund the night we spent there, despite us complaining immediately, barely sleeping and the hotel being unable to provide a reasonable alternative.
We will therefore be pursuing them for a full refund, including the first night.
We didn't leave because the hotel wasn't to our taste. We left because the room bore little resemblance to what we had booked and, most importantly, we couldn't sleep in it.
After booking eight months ahead and travelling thousands of miles, what should have been a highlight of our holiday became an exhausting and extremely expensive ordeal.
At over $1,300 a night before taxes, our experience was completely unacceptable.