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Hines Mansion Bed and Breakfast

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

About

#1 of 4 B&Bs / Inns in Provo
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
Hotel links
Visit hotel website

Location

Full view
81Good for walkers
Grade: 81 out of 100
38Restaurantswithin 0.3 miles
5Attractionswithin 0.3 miles
64Reviews
0Q+A
18Room tips
Traveler rating
  • 36
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Popular mentions
Great place to stay in Provo! Beautifully decorated, comfy bed, jet tub, and breakfast was great. Walking distance to BYU, downtown, restaurants, etc. Really interesting history of the place. Couldn’t ask for anything more!
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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 with lots of really cool historic items. - Breakfast was unique and really yummy! - Hosptality of the owners was great! Everything was well taken care of.
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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 she informed us that Lysol is spayed on everything from the pillows to the linens. She told us she would refund us - then later refused to do so. She hung up the phone on us and was completely unprofessional. I was appalled at the unprofessional nature of this owner. With this kind of management, this place will not be around for very long. After ruining our anniversary experience, I felt compelled to write a review. Please avoid this place. I would not recommend this place to anyone. From the unprofessionalism to the cheesy decorations - it is horrible!!
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Response from kyle829, Owner at Hines Mansion Bed and Breakfast
Responded Oct 25, 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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PRICE RANGE
$164 - $237 (Based on Average Rates for a Standard Room)
LOCATION
United StatesUtahWasatch RangeProvo
NUMBER OF ROOMS
9
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