Hines Mansion Bed & Breakfast

I had an amazing experience at Hines Mansion. I realized upon arrival that there had been an error with the online third party company that we booked through, so that Hines Mansion didnt have a record of my reservation. This was not an error on Hines Mansions part, but Jaden still did everything he could to accommodate me and make my visit stress-free. He gave me a beautiful room to stay in, apologized for the inconvenience, (even though it wasnt his fault) and was always available to reach out to and communicate with. I stayed in the library room which was charming, clean, and beautiful. The B&B is close to so many things in Provo so it was easy to go grab a great dinner that was only 3 minutes away. We came here on our wedding night, a couple times for anniversaries, and then our most recent visit. It had always been an incredible experience, but especially after the experience with Jaden this time around, we will now never go anywhere else.
Feb 20th, 2024

What a tragedy. Shakespeares Hamlet has nothing on the downfall of the Hines Mansion. My husband and I have visited for years, staying in the beloved library room. We loved the food. We loved the elegant chandeliers. We loved the FEEL of this place. You know how places have a feel?? Well, that all changed tonight. When we walked into the mansion, we expected to find what always welcomed and awaited us: a 19th Century Victorian cupola complete with lace curtains, mahogany armories, corbeled brick belt courses, luxurious carpet the color of rustbut no. The new owners have decimated it, putting in cheap tile and gobsmackingly awful gray walls the color of a dead mans epidermis. No more breakfast. No one there to greet us. Like an empty tomb. The portrait of Kitty Hines watched usI swear I could hear her sobbing. Noteworthy details: *No soap * Feels abandoned and unloved * So sad
Feb 6th, 2024

Beware. We checked in at 4 to grab the key and we're told by a young man we would get a call for breakfast seating time. We booked the lodge downstairs off the kitchen but the sign says willow room. We didn't unload as we left for dinner and date night and then returned late at night. The room was ICE COLD. There was a tiny space heater we started but it didnt make a dent. No one was around. The main house felt warm enough. I texted and was told they would turn on the heat to my room by phone and to wait a while. No luck. No extra blankets anywhere. Too cold to enjoy the tub and freeze wet. We threw towels on the bed put on sweatshirts and had a miserable night. We also received a text late night that he made an error and he didnt know there was no longer any breakfast service (or any service for that matter) anymore. We didn't see that online. They said its been 2 months but other reviews indicate differently and the staff obviously had no idea at check in. The decor was nice but floors, stairs, and room was not very clean. Kitchen area cluttered. Carpet in room stains and needs cleaning. No one was there at checkout nor any checkout instructions so we left the keys on the desk and texted to let someone know. Response: " perfect". We cancelled our second night. I only give a star because the person texting said they would refund the second night cancellation. They really should refund the first too. We love B&B's but this was our first major fail. It also failed as just a room. We tried to salvage our celebration and had to search and travel a bit. If you like the old homes, history and warm service, great breakfast to order-Take a ride and try the Senator in Heber. I'll update my review if they make it right and issue promised refund. Update: Received refund for the cancelled second night about 4 business days after stay.
Dec 19th, 2023

I emailed the following 2 weeks ago and checked to see if the new owners responded. They haven't, so I'm going ahead with my posting. It's too bad they expect to profit off of everything the Schicks built and now want to coast. -------- Hello Hines Mansion! I spent last night (12/30/23) in the Lodge room with my wife, celebrating our 24th anniversary. This is our 4th time coming to the Hines to celebrate our anniversary. I was GREATLY disappointed with the value received for the price I paid. If you notice Google reviews, the ratings were generally around 5 of 5 during the time the Schicks owned/operated it. It appears they sold out only 2-3 months ago, and the Google reviews have dropped substantially to 1-2 stars since then. The Schicks did a fabulous job which is why I have been a repeat customer. Unless something changes, I will probably look at other options, never come to Hines again, and tell my friends/family to not stay there. Your website sets expectations that you are not able to deliver right now. So I suggest you update your website and lower your price. Or... up your game to deliver at the same level (or better) than the Schicks did. This isn't a threat, but I'm telling you from a repeat customer's perspective that you can't expect to treat customers this way for long, and decide to charge the price you do. Have you ever heard of "Voice of Customer" or know what that means? Look at the reviews and know that WE are paying YOUR salary (or helping YOU to break even on your investment), and we work hard for our money. So please take our feedback seriously because I want Hines to succeed. I see another recent Google review for the Lodge that mirrors ours exactly. This is our experience (the Lodge room in the Hines): - Pictures of the Lodge online are of an entirely different room than the one they currently call the Lodge. - Pictures show a couple of robes we could lounge in. No robes were available - Carpet was WAY dingy, stained, and needs to be replaced. Rug was severely frayed - The room was ICE COLD when we first walked in! There was a small portable heater we had to turn on and wait for it to heat the room a bit, but it never heated the bathroom at all. It was also a bit noisy so we turned it off while we slept and ended up FREEZING and getting little sleep! There was only a sheet and a thin bedspread. Wouldn't have been too bad if there were an extra 1-2 blankets! We kept thinking the heat would turn on (we saw vents in the floor) but it never did- even though we turned on the space heater to warm up. Who sells a room with no heat in the middle of winter? If the room isn't usable, let alone comfortable, don't offer it!! - No breakfast anymore. This was always a nice little touch to help you feel you're getting additional value for the high price you pay. Your website has recently stated you will start offering crepes for breakfast. That's great, but until then, please discount my rate. Even making a small fridge available with some yogurt and other basics wouldn't have taken much effort and could still be called a light breakfast. Better than nothing! - I searched everywhere in the kitchen for what used to be a hot chocolate bar. Very disappointed to not find one! - Where are the little candies and treats? Nothing. I don't think I should pay such a high price (over $200) for MUCH LESS than what I've received in the past. I figured I would give you my feedback before posting a Google review to see if there is anything you can do to "make this right" for me. Unless I hear from you soon, I will post the comments above along with a review of 1 out of 5 stars, like nearly everyone else did over the past couple of months. Thank You, Paul Pulley 4th time customer
Jan 19th, 2024

*UNDER NEW MANAGEMENT * I sent an email to the property that goes unanswered, so I will shared the same message here: We have been coming to Hines every year for the last 4 years since we've been married and we were very excited to come back once again. We noticed that recently the prices had gone up a bit, but with all the wonderful things included, we were happy to support our favorite anniversary tradition. On arrival we noticed a few changes, but were hopeful that business was going so well that some upgrades were needed. The charm was diluted a bit when we saw the "upgrades" done to the beautiful living room, with memories of grabbing little treats from the entry way to checking out the old books and seeing a few photographs through the stereoscope left out on the coffee table. We made our way to grab our key, only to notice the cooler filled with bottled waters and sparkling cider was removed. A delicious cider was a staple for our stay that made the night truly feel like a fancy celebration. One of our biggest disappointments, which wasn't mentioned in our confirmation email when we booked our stay, was that no breakfast would be served. This was a tradition we loved, where we might meet another guest with a fun story to tell, or the wonderful person cooking breakfast would be so fun to get to know and share memories with. We are understanding of the changes being made, but to be charged the same amount for a bed and breakfast to only be receiving half of that experience seems a bit unreasonable. Continuing on to the kitchen, we always dreamed of staying here on a double date with friends and playing board games on the dining table, sadly the area looks like it was changed to a cocktail or buffet table. We searched for the hot cocoa/ coffee/ tea bar, but we noticed that all of that was also removed. I was also sad to see the antique tea pots and tea cups were no longer there to admire. Walking back to our room felt a little less magical this time. Thankfully not too much had changed about the rooms. I'm not sure if DVDs were available to borrow anymore, the case seemed to be closed up. I also noticed the his and hers robes missing, we used to lounge around in those during a break from enjoying the tub. I hadn't brought my usual make up remover because there had always been a little toiletries kit in the bathroom including a make up remover wipe. That was a minor disappointment, but in addition to everything else missing, my experiences was pretty dampened. With all of that mentioned, I'm not sure I feel it's fair to charge the same amount for more than half of the experience being removed/discontinued without any warning. I saw on the note that it was mentioned on the site, but that information isn't available to those of us who did not order through the direct Hines Mansion website. To go over what was missing from our experience that we had had in previous years: -Treats in the front room -Books to browse -Photos to look at through the stereoscope -coffee/tea/hot cocoa bar -dining area to enjoy treats/play board games -BREAKFAST -bottled waters -sparkling cider -his & hers bathrobes -make up remover wipes I don't want this stay to be our last. This place holds such a beautiful place in our hearts and so many magical memories were made here. I sadly don't see us returning in the future with so many parts of the experience missing and the cost remaining the same. I hope that most, if not, all perks will return so that future guests can enjoy the same magical experience that we had at a fair price. I hope this place retains its charm and character and that we can feel comfortable coming back again to experience the new additions.
Dec 21st, 2023