I plan to write to Lark Hospitality Group as well, but wanted to share my experience here first as a caution for future guests.
This review is not based on an actual stay, but rather on the booking and customer service experience leading up to my planned visit.
I had never been to the Northeast and was excited to plan a trip to Boston and Cape Cod for the Fourth of July holiday. I began planning in April and was particularly looking forward to staying at the newly renovated Shore Haven Inn (formerly Beach Breeze Inn in Falmouth). Based on the photos and marketing materials, the property appeared beautiful, and I booked a four-night stay several months in advance.
Two days before my trip, I received a notification from Hotels.com that my reservation had been canceled. This came as a surprise, especially after I had already noticed that the full payment had been charged to my account. With the Fourth of July being one of the busiest travel weeks in Cape Cod, this left me scrambling to find alternative accommodations at the last minute.
I contacted the inn directly to understand what had happened. I was informed that the reservation had been canceled because the renovation was not yet complete. While I understand that construction timelines can change, I was disappointed by both the timing of the cancellation and the lack of communication leading up to it.
Unfortunately, my experience with customer service was equally disappointing. I was directed back and forth between the inn and Hotels.com regarding my refund. When I contacted the inn again, there appeared to be confusion regarding my payment, and I had to make multiple efforts before the charge was located and refunded.
What prompted me to write this review is what I observed after arriving in Cape Cod. Despite the cancellation, I proceeded with my trip and secured one of the few accommodations still available for the holiday weekend. While in Falmouth, I drove by Shore Haven Inn and was surprised by the extent of the unfinished renovation. The property appeared to be far from completion, with visible construction work still underway and building materials on site.
Given the condition of the property, I am concerned that reservations were still being accepted and payments processed when it was evident that the inn would not be ready to accommodate guests. Renovation delays happen, but guests deserve timely communication, transparency, and proactive customer service--especially when travel plans are being made months in advance.
For anyone considering a future stay, I would recommend confirming directly with the property that renovations have been completed before booking. The inn may ultimately become a wonderful place to stay, but based on my experience, I would be cautious until operations are fully up and running. read more