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“The Hanover House, Great Value !”
Review of Hanover House

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Hanover House
Ranked #5 of 11 Vineyard Haven B&B and Inns
Reviewed June 8, 2007

My wife and I stayed at the Hanover House,and found the bed comfortable,the room clean,and the breakfast simply great.
We made use of the bicycles provided, and the sun deck with our morning coffee. It's located within walking distance of both the Steamship ferry and Main St. of Vine Haven.

  • Stayed: June 2007, traveled on business
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2  Thank NewYorkCharlie
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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106 - 112 of 113 reviews

Reviewed March 16, 2007

We went to the Hanover House for a three-day off-season trip last weekend. Overall, we had a great trip (Martha's Vineyard is a fantastic location - very romantic and rich history), but our experience with the Inn was very painful. Yes, as other reviewers have pointed out in great detail, the staff is very friendly and helpful with directions and suggestions for day-trips, the place does have a very cosy feel, and the breakfast is pretty good (though the waffles get old quickly, and I've seen better at other New England B&B's). On the other hand, both the people and the facilities at the Hanover House seemed pretty unreliable, and we felt very unfairly treated at several points during our stay:

1) No-one there for check-in:
When we arrived (a bit earlier than we had anticipated, but still several hours after regular check-in time), there was noone to welcome us or let us into our rooms: the place was literally empty. We had to call the innkeeper, and wait for 20 minutes. It was freezing cold outside, and all we wanted was a nice hot shower, so you can imagine our frustration.

2) Reserved room not available:
When the innkeeper (or rather his replacement, because the innkeeper turned out to be on vacation) finally arrived, she asked us to pay the full amount of our stay upfront. She then proceeded to show us our room (nr 14, the "Beach Bungalow", which by the way isn't on the beach at all). It turned out that the heating in the room was completely broken (it was literally freezing in there), so she suggested that we stay in another room. After showing us the remaining empty rooms, we reluctantly accepted the next-best alternative (room nr. 8, "Inside Warmth"), which was much smaller than the room we had booked.

Adding insult to injury, the innkeeper seemed very unwilling to refund the price difference between the two rooms: she claimed she didn't know exactly how much the smaller room cost, that she needed to look it up on the computer, that she didn't know how to credit our credit card with the difference, etc., and that we would take care of it the following morning.

3) No hot water:
Once we had gotten ourselves installed in our room, it turned out that there was no hot water. After calling the innkeeper (she had again left, and it took her about 15 minutes to arrive), she looked into it, said she had turned the water boiler on, and that we would have hot water in two hours. As we expected, a few hours later (it was now 10pm in the evening), still no hot water. We were (understandably, I think) starting to get seriously angry at this point. We called the innkeeper again, and requested that it would be fixed right away, threatening that we would leave and look for another place to stay instead. She said that she couldn't get the plumber to come this late in the evening, but that she would have it fixed first thing in the morning, and that she would compensate us by not charging us for that first night. Again, since we already paid for our stay in full upon arrival, we reluctantly accepted. Fortunately, the following morning, the hot water did work properly.

4) So-so facilities:
The room we stayed in was definitely cosy and romantic, but also quite old. In addition, there was literally no wardrobe storage, except for a rack with 4 coathangers and a few small drawers, so we had to put our clothes on the chair/sofa. The bathroom was tiny, and had an extremely noisy ventilating unit.

I also noticed that some of the other rooms we were shown are extremely noisy, especially the front rooms, in which the busy traffic on Edgartown Road is clearly audible.

5) Bait-and-switch tactics:
I already explained how we had to pay the full amount for our stay upon check-in, before we were told that the room we had booked wasn't available due to heating problems. Also, we had been promised a full free night in compensation for the lack of hot water in our room.

However, come check-out, when we asked to be refunded the amound the innkeeper owed us (i.e., the price difference between our originally booked room and the smaller room we actually stayed in, plus the above-mentioned free night), I noticed that the total she had calculated was a lot smaller than I expected. After pushing the innkeeper a bit, she told me that she had changed her mind (supposedly after talking with the owner of the place), and that she now felt that a 50% discount on the first night was sufficient compensation for the fact that we didn't have hot water. I obviously complained, told her I found it unacceptable that she hadn't told us this upfront, etc., but she wouldn't budge. Since I basically had the choice between accepting the 50% discount or making a huge scene, I went with the former... I left with the feeling of being massively ripped off, not so much because of the amount (the 50% discount boiled down to about $50 after tax) but because she promised us a full free night in order to get us to stay in a room with no hot water, and later reneged. In my view, this type of bait-and-switch tactics is completely unprofessional and unacceptable, and unworthy of a place that prides itself on the friendly treatment of its guest.

To be fair, there's a few great things about the Hanover House as well: they have excellent complimentary coffee available for the full day, and they have a nice lounge were guests can relax and watch TV. I also imagine that the place is probably run a lot better during the summer months, when the owner is there full-time. Nevertheless, I recommend thinking twice before going here, and whatever you do, DO NOT PAY UPFRONT like we did, because you have no leverage whatsoever anymore in case things turn sour during your stay.

  • Stayed: March 2007, traveled as a couple
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8  Thank TravelerCambridge
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
hanoverhouse, Owner at Hanover House, responded to this reviewResponded March 20, 2007

As the owner of the Inn, I am concerned when a guest feels they have been treated unfairly. We make every effort to assure our guests are treated well from their first phone call to their departure after their stay. We establish expectations when potential guests call and we work hard to meet those expectations throughout their stay. Our repeat guest and word of mouth reservations reflect the dedication we have made to make sure every experience with our inn is worthy of the highest recommendation.

At times, rare as they are, things happen to disrupt our efforts. In this case, a few things happened that were beyond our control, and gave this guest an upsetting beginning to their stay. We apologize to them for those things, but let me assure our future guests that these events are extremely rare, and we do, and did for the reviewing guest, take appropriate and fair corrective action when those rare events arise.

First, our innkeeper was on an errand when they arrived, because the previous night she had confirmed their arrival time with them (we do have fewer people on staff in the winter, since demand is so much less). Our innkeeper scheduled her activities to assure that a person would be on the grounds when they arrived. They did not arrive when they had said, so she was not immediately available. As directed by the sign on the desk, which is always there in case of an unexpected event, they called the innkeeper to inform her of their arrival and had to wait about 10 minutes in a heated porch for our innkeeper to get back.

Second, the heat and hot water did fail in the unit that they had requested. We were not aware of any issue until they were in the room. Another guest had been in the room recently, the room had been prepared for the new arrival, and as is our custom, the room had be inspected and cleared for their arrival that day. No problems had been identified. Cleary the issues, which are linked, had develop during that day.

Since immediate repair was not possible, we moved them to an alternative room with a canopy bed, full bath and all of our other amenities, including 600 thread count all cotton sheets, luxurious bedding, top of the line beds, spa quality robes and towels, etc.. It is a beautiful recently redecorated room, and is in high demand throughout the year.

It was not a bait and switch, and we treated them fairly on the refund. We refunded them the difference in the prices between the two rooms, and in addition, they received 50% off the room rate for the new room for that first night. In total, excluding taxes, they paid $200 for all three nights in a beautiful room. During the summer, the room rate for their room is over $200 dollars for one night, and as I said above, in high demand.

As far as our food is concerned, our guest book is filled with compliments for our menu; especially, the waffles. We also have egg dishes, yogurt, fresh fruit, country style potatoes, and other items common to an inn breakfast. Oh, yes, our breakfast is included in the room rate.

We hope you will visit our inn and discover the quality of our establishment for yourselves.

Steve Perlman, Owner




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This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Reviewed January 4, 2007

Despite the fact that we were on Martha's Vineyard in the off-season and there was very little to do but sightsee (most shops were closed for the season), we had a delightful one night stay on the island and at Hanover House. Our charming room overlooked the lawns and since the trees were bare we could even see the ocean. The room was a bit warm but there was a note warning us about it and so we turned the heat way down and opened up some windows so we were fine. The location is close to the ferry which made it convenient for our early morning departure, and I believe we would have enjoyed the delicious breakfast much more had we not been so rushed. The host was very friendly and full of island information. Overall we would definitely stay there again, though next time we'd probably go when the host suggested - the second week of June- which is just after the island comes back to life but before the tourists arrive en masse.

  • Stayed: December 2006
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2  Thank Dineyander
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed January 2, 2007

It was a dark and not particularly stormy night we arrived at Hanover House for week's stay to be near family for the holidays, but the inn was bright and welcoming. The room was large and comfortable, with just the right amount of decor to be attractive but not overdone. The inn is well-maintained.

It's a 5-minute walk from downtown Vineyard Haven, with several nice restaurants. The coffee pot is always one, and teas and cocoa are also available. Being late risers, we opted out of most breakfasts, but the ones we had were wonderful and satisfying. Host Steve is working on building his repetoire of a.m. favorites.

Steve was charming and full of helpful hints for sightseeing, getting around and locating what we needed/wanted.

The winter rates are a real bargain and the summer ones are as well. This seems to be a favorite honeymoon spot and we can see why. It was also great for us "old folks."

  • Stayed: December 2006, traveled as a couple
    • Value
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2  Thank dodgema
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed October 18, 2006

Just returned from a short honeymoon on MV after a beautiful wedding in Cape Cod. The Hanover House was a lovely end to an amazing week! We stayed in room #1...Victorian decor, canopy bed, gas fireplace, fun welcome gifts....very charming!!! A few minutes walk to Main Street in Vineyard Haven. Great breakfast, friendly and welcoming staff (with good restaurant recommendations too!) Not sure what the rates for the room are for the summer, but for the off-season, the rates were fantastic.

  • Stayed: September 2006, traveled as a couple
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3  Thank SjayH
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Reviewed August 26, 2006

My wife and I had the great pleasure of visiting the Hanover House from August 21st until August 25th. Our host Steve and his gracious staff went out of their way to make this trip to the beautiful island of Martha's Vineyard a very enjoyable and memorable one! the rooms at the Inn were very tastefully decorated, nicely furnished and impeccably clean.

Steve and staff provided a wonderful breakfast with exquisite waffles (loved the blueberry topping!), a variety fresh fruits, cereals and fritatas all served on the covered porch. Steve's friendly, enaging manner set the tone for guests to interact and get to know each other and we met 5 different couples durimg our leisurely breakfasts (including 2 alums from the college where I work and a guy who went to my grammar school!).

The Inn provides many special touches such as beach towels and chairs for client use. Most appreciated was the free use of the finely conditioned Trek 800 bikes which easily saved us over $200 and was much easier than lugging our own bikes to the island. The Inn is located a short walk from town and is close to bike paths which lead to Oak's Bluff, Edgartown and other sections of the island.

The staff patiently answered all our questions about the island and genuinely seemed to enjoy interacting with the guests. This was the nicest inn we have ver stayed at and the cost was reasonable for the 4 star treament and high quality accomodations.

6  Thank mprofita
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
A TripAdvisor Member
Richmond, Virginia
14
Reviewed July 7, 2006

The most wonderful part of our trip to the Northeast this July was our stay at the Hanover House Inn. Steve and Judy, the owners could not have been more attentitve to every detail possible. The rooms have THE MOST comfortable beds and bathrobes immaginable. It is also important to mention how delicious the breakfasts are which include a secret recipe for the waffles. The Inn's proximity to the ferry and bus lines makes bringing a car on the island unnecessary. I can only say that I wish we lived much closer so we can visit more often. Lucky for our daughter who came with us that she is only an hour away and plans to make this Inn her much needed med school get-a-way.

4  Thank A TripAdvisor Member
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
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Additional Information about Hanover House

Address: 28 Edgartown Rd, PO Box 2108, Vineyard Haven, Martha's Vineyard, MA 02568-5607
Phone Number:
Location: United States > Massachusetts > Martha's Vineyard > Vineyard Haven
Amenities:
Free Breakfast Free High Speed Internet ( WiFi ) Free Parking
Hotel Style:
Ranked #5 of 11 B&Bs / Inns in Vineyard Haven
Price Range: $226 - $284 (Based on Average Rates for a Standard Room)
Hotel Class:3 star — Hanover House 3*
Number of rooms: 16
Official Description (provided by the hotel):
The Hanover House, a recognized Martha's Vineyard Three Diamond AAA Inn, provides a great value for guests with the charm of a country home and the convenience of a village inn. ... more   less 
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