Mirbeau Inn & Spa at The Pinehills

I expected a luxury experience from Mirbeau Spa in Plymouth, but instead I left disappointed and embarrassed. I purchased a gift card on August 21st and was told by the reservation specialist that my guest could use it even before the physical card arrived, since the spa would be able to look up the 16-digit number. That reassurance turned out to be completely misleading. Despite receiving three emails about the shipment, none contained the card number, leaving me unable to use something I had already paid for. This created an awkward and frustrating experience in front of my guest. When I reached out for clarification, the response I got was dismissive and focused entirely on shipping policies I never questioned. Instead of acknowledging that their staff misinformed me, I was flatly told, “We do not refund gift cards.” For a spa that markets itself as a premier, luxury destination, the lack of accountability and customer care was disappointing. Hospitality should be about trust, clarity, and making guests feel cared for—not leaving them embarrassed after spending their money. Sadly, I cannot recommend Mirbeau Spa based on this experience.

Hello, I was booked as a guest of Mirbeau Plymouth in the Manor House Room 303 Sunday 8/17-8/19/2025 with multiple spa service appointments. On the morning of 8/18/2025 at approximately 1:45AM, the fire alarm sounded alerting guests to vacate the building. I proceeded accordingly with other guests outside. While the sprinklers were 'on', and the fire alarm continued to sound for over an hour, guests were standing outside and not provided any information on what was happening. I was quite shocked that there was no 'guest headcount' or 'room to room guest check' by the Inn or the FD. I understand the night manager had his hands full, however he or perhaps the General Manager should have been made available to the guests ensuring us everything was OK. General Manager Patty McPherson did not arrive until the AM, on what I was told was 'her day off'....which does not excite me, nor give me comfort. If the property she was responsible for during a 'crisis', as I was told by the staff in the AM, she should have come out in the middle of the night at the time the 'crisis' was happening and reassured her guests 'all was okay'. She (obviously) nor the night manager provided any reassurance as to what had happened and if our safety 'was or continued to be' in jeopardy. It was the FD who explained 'no fire, just a sprinkler system malfunction', while the night manager told those guests who were displaced to 'just go home!' I was extremely compromised that morning with Mirabeau's attention to its guests' safety. I questioned its procedure for this 'crisis', and was quite shocked when they/you sent us back to our rooms and had NO RUNNING WATER. I'm fairly certain this is a fire code violation of Massachusetts Law NFPA-1. While I reluctantly retreated to my room, I knew I would be chatting with the Director of GS, Jim Janusas in the morning. Unfortunately, the staff on board the morning of 8/18/2025 was of no help. They continued to be dismissive of my concerns, and seemed to only be concerned about the 'crisis'. The concern around this crisis was primarily about the impact to the Inn and subsequently the Spa being closed. Again, no concern about the safety of the guests. When I awoke from a rather stressful night sleep (or lack thereof), I had to go to the Spa at 8:00AM to see if I could sign up for a fitness class [another annoying feature for overnight paying guests [waiting to the 'day of' to sign up for a class], I learned the Spa was 'closed due to the flood.' I immediately went back up to the front desk and asked for assistance and received none. Was told I needed to 'work with the spa' for any issues. When I returned to the front desk repeatedly between the hours of 8 and 11AM, I continually asked to speak with Jim and was repeatedly told 'he was in a meeting'. I wanted to check out, cancel my stay for Monday (8/19/25 and scheduled spa appointments) and receive a no charge cancellation for my 8/18/2025 stay. Obviously, it should have been an immediate 'yes, we are so sorry for your inconvenience',,,yey, I had to fight for this credit. Eventually, I was compensated, but it left a really bad impression of true customer satisfaction. After reading reviews of all the other nuances that prior guests complained about, which are many, I would've appreciated better customer/guest satisfaction. Another way to handle this (and other guest complaints) would've been to satisfy me without having to write a negative review. Perhaps, offering a spa credit or free room night for my return. I honestly think if you want to be perceived as a 5 star resort, you should reconsider how you treat guests, especially during a 'crisis'. Best wishes to your future success, Mirbeau. Diane Mays

The Mirbeau Plymouth fails miserably at the most basic function of a hotel- providing a good night of sleep. We went to Mirbeau seeking a restful spa retreat and relaxation to celebrate my birthday. Instead, we left exhausted and frustrated after losing two consecutive night’s sleep and receiving a wholly inadequate remedy from management. While the spa was lovely, any temporary relaxation we experienced was short lived and more than offset by the malfunctioning air conditioning system in our room (room #225) that woke us up each night at approximately 1 am and left us sweltering for the remainder of the night. As the temperature rose we noticed that we no longer heard the air conditioner running at all. After the first night of no sleep, we assumed there had been an overnight power outage or something similar as the air conditioning was running again by around 6 am. We resumed our planned schedule (spa treatments and dining reservations) before retiring to the room the second evening, at which time the air conditioning seemed to be running and the temperature was comfortable. To our dismay, the unit again seemingly shut down all together around 1 am and did not turn back on again until early the next morning. We then promptly proceeded to the front desk to inform them of the aforementioned happenings, seeking an appropriate remedy for the now two sleepless nights. To our dismay, our complaints were summarily dismissed and we were told that we should have called DURING the night (as opposed to first thing in the am). (We had assumed the first instance was due to an unfortunate glitch or power failure, not a systemic issue with faulty hvac at the hotel.) After insisting the manager be apprised of the situation, the front desk clerk stepped away for a few minutes. She then let us know that the best solution the hotel would be willing to offer is a $150 credit (for a $600/night room!) We said that was not satisfactory and requested at least one night of lodging be credited. After spending over $3,400 in two days with Mirabeau (between lodging, treatments and dining), I was flabbergasted and insulted at their failure to simply credit one room charge for the sleepless nights caused by their faulty hvac. To boot, the purported “manager” (James Janusas) failed to even come out and speak with us, nor apologize, despite our insistence that something further be done. After returning home (Boston area) and sharing our experience with several local friends and reading many other reviews of Mirbeau, we learned that this has been a known, recurring issue with this property for some time. We tried Mirabeau hoping to find our new favorite local spa retreat. Unfortunately, instead, we left exhausted, sorely disappointed, and offended. Since management was not interested in hearing us out, nor adequately resolving these issues, we will continue to share our story and warn friends, colleagues, family members and associates to AVOID Mirabeau at all costs!!!

Absolutely fantastic experience at the spa. Literally jaw dropped when walking through the spa. Everyone deserves to experience the greatness. Definitely will be back!!

Can’t say enough about Mirbeau and everything it offers ! The Spa is fabulous, rooms are gorgeous and the restaurant fantastic ! The staff goes above & beyond too !!