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Hines Mansion Bed and Breakfast

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Traveller (11)
Room & Suite (5)
Dining (1)

About

Location
Cleanliness
Service
Value
Property amenities
Free parking
Free High Speed Internet (WiFi)
Breakfast included
Non-smoking hotel
Room features
Air conditioning
Family Rooms
Non-smoking rooms
Good to know
HOTEL CLASS
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Location

Full view
81Good for walkers
Grade: 81 out of 100
39Restaurantswithin 0.5 km
5Attractionswithin 0.5 km
63Reviews
21Photos
0Q+A
18Room tips
Traveller rating
  • 35
  • 8
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  • 5
  • 7
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Popular mentions
My wife and I stayed here for a little get away from the hum and grim of everyday life. The expirence was excellent. - Location was great, near good eats and some fun entertainment. - Room was clean, cool library style penthouse with tub, hidden door. - House was decorated
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This places was great! I have so many food allageeies and they were so accommodating. And Kind staff and the rooms were wonderfully clean. We are definitely staying there again. I would recommend this place to everyone I know
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I don’t know where to begin. If there is a good review for this place, I don’t know how someone could have a good experience here. Upon check-in, we could immediately smell a strong odor. I get headaches and could not stay here with the strong smell. We talked to the owner and
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Response from kyle829, Owner at Hines Mansion Bed and Breakfast
Responded 25 Oct 2018
As the owner, I strongly disagree with this review, and feel a response is definitely needed. In the reservation these guests made, they noted that they would be arriving around lunch time, and would like to check in as soon as possible (Our regular check in hours are from 4 to 6 pm.) We cleaned the room and had it ready by 1pm. Normally, this would incur a $25 early check in fee, but I didn't charge them for this. We also knew that it was their anniversary, and had a complimentary sparkling drink ready for them. I even called and left a message on their phone that the room was ready and they could check in at any time. My on site innkeeper sat and waited for them from 4 to 6pm and they still didn't show. They finally arrived close to 6:30, and said nothing about why they hadn't come when they said they would. They were shown to their room and everything seemed fine. Not long after this I received a call from the woman, who asked if they could have some pillowcases that didn't smell like perfume. She said she gets migraines and is sensitive to smells. I told her that our pillowcases are washed and dried with unscented products and that the pillows themselves are lightly sprayed with Lysol before the pillowcases are put on. The pillows she was complaining about had been sprayed seven hours earlier. Any good innkeeper uses Lysol to help prevent the spread of germs. It's a standard practice. I never told her that we sprayed "everything from the pillows to the linens". Feeling bad for her (I suffer from migraines as well), I told her we would exchange the pillows for some from another room that had not been sprayed that day. My employee brought them pillows from another room that had not been sprayed in three days, with clean cases on them. If they had alerted us to her extreme sensitivities, we would have done this from the start. Most guests who have allergies or are sensitive to smells bring their own pillows. I soon received another call and was told that those pillows were no better. They wanted to cancel the reservation and go somewhere else. Still trying to be accommodating, I told them that I would refund all but a $25.00 last minute cancellation fee. This was purely to be nice. According to our policies (which are standard industry policies) they were not due any refund at all. That's when things went downhill fast. The guests went ballistic. They told me that was not acceptable, and demanded a full refund. They knew the policy when they made the reservation. It is simply unreasonable to feel you are entitled to a full last minute refund because you didn't like how the pillows smelled. They both got nasty very quickly. She told me that she was in marketing, and she knew how all this worked, and she was going to give me bad reviews if I didn't refund her fully. At that point for me, the conversation was over. These guests, I now knew, were beyond reasoning with. They picked the wrong person to try to bully and extort. I DO NOT put up with that kind of behavior. I told them to immediately leave my establishment, said goodbye and hung up. My onsite innkeeper said before they left, they told her that they were going to make trouble for us. When they emailed a couple of days later to find out why they hadn't been refunded, my manager reminded them that they had rejected my more then kind offer, and therefore would not be getting any refund. Our overall reputation and good rating will remain regardless of guests like these. It is interesting to note that one day after this review we received a five star review from guests who stayed in that same room. Also, in twenty three years, no one has ever complained about the pillows or how they smelled. We will be around for a long time to come. The remedies to this situation for future B&B guests, would be to notify us of any sensitiviies on your reservation, call management when you are unable to arrive when you thought, and be sure you know the policies of every establishment you plan to stay at before confirming your stay. Michelle Owner/Innkeeper
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Wonderful room with a delicious breakfast! The bed was very comfortable after a day of hiking. Centrally located in downtown Provo. Walking distance to great restaurants and BYU. My husband and I would highly recommended the Hines Mansion!
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We came to celebrate the ring ceremony of one of my past students. First day here was great. Second day with owners, we were given the cold shoulder. We are not Mormon and it showed with the service we received. We walked into breakfast, no one greeted us, explained where to
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Response from kyle829, Owner at Hines Mansion Bed and Breakfast
Responded 16 Jun 2018
As the owner of the Hines Mansion, I strongly feel that this review warrants a response. I was stunned, to say the least, when I read this guest's review. The guests complained of being ignored at breakfast. Well, I know that the lady was a second grade teacher from Kansas, who was here for the wedding of a former student she had taught in Missouri. She and her husband were staying here for two nights, and then were headed to Moab to go hiking. If these people were ignored at breakfast, how could I possibly know these things? Also, we had a full table that morning, and were busily cooking breakfast as the guests arrived. We let guests sit where they would like, We don't assign seating. We were well aware that she was gluten free, and she was served accordingly. The complaint about being ignored because they weren't Mormon completely baffled me. I have no idea who was, or was not, a Mormon at that table. We don't ask, and we don't care. Everyone is welcome here. My husband asked her how she would like her eggs cooked, and served her accordingly. I believe her husband had the french toast, but without the cream filling. Neither gave any indication that they were unhappy. As far as car talk, one of the guests had come to breakfast early, and had engaged with my husband in that topic. We don't guide, or force the conversation at breakfast. It just naturally goes where it goes. My impression of this couple was that they seemed a bit shy, and not very talkative, but they did talk, and they were definitely spoken to by others at the table, as well as by us. I thought they were a lovely couple, and wished them safe travel and advised them to make sure they had plenty of water in Moab. I truly do not understand their response to their stay. I'm sorry they felt they were somehow discriminated against, but the facts tell a different story. If you have a beef with the service at a bed and breakfast, speak to the owners face to face. This woman's motto is "All Means All" My motto is "Be Truthful" even when you have a complaint. Her version of events is sadly, just not true. M. Schick Owner, Hines Mansion Bed and Breakfast
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Album Categories
All photosTravellerRoom & SuiteDining
Butch Casidy Room
The Library Room
Photo provided by managementHines Mansion Bed and Breakfast
The Library room
Photo provided by managementHines Mansion Bed and Breakfast
The Lodge room
Photo provided by managementHines Mansion Bed and Breakfast
Penthouse room
"There are many interesting rooms. Check how the heating/cooling is managed."
"Go to the Top. The Eagles Nest is great."
"Library Room is so pretty, unique, and has a cool "hidden" tub room up a spiral staircase."
"I had a room on the main floor with a private entrance—very convenient!"
"Don't stay in the Penthouse"
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PRICE RANGE
US$164 - US$186 (Based on Average Rates for a Standard Room)
LOCATION
United StatesUtahWasatch RangeProvo
NUMBER OF ROOMS
9
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