Buttermilk Falls Inn & Spa

I've been going to Buttermilk since 2016 stayed several times overnight and many day trips to the spa and Henrys for dinner. I was just here Feb 21st for my birthday and stayed over...Booked Ponys Pad 2 weeks prior. Upon arrival they moved me bc of a maintenance issue in Ponys Pad but never called me to advise until I was checking in. I left 2 messages with management and several emails (Owner Robert Pollack (Bob) with no response. I recently came to learn that Buttermilk Falls is in foreclosure. You can search this online as well...all the information is there. https://foundingfarmers.org/2026/01/24/foreclosure-suit-hits-iconic-buttermilk-falls-inn-amid-public-controversy/ Be careful if considering booking accommodations...weddings etc...sadly this beautiful property's future is uncertain.

This is the WORST customer service I've very experienced. Absolutely ridiculous. I have called them every day for the past week MULTIPLE TIMES A DAY leaving messages and they only called me back once, while I was at work and missed it. I was given a gift card so I had to make the reservation for the inn and for a spa treatment over the phone and it has been the most dreadful experience and I'm truly disappointed. I have never left a bad review before and I don't take pleasure in slandering this place, but I'm just trying to do anything to get them to call me back.

After being incredibly excited to visit Buttermilk Inn and Spa in Milton, NY, I became too ill to fly just days before my reservation. I have tried multiple times to contact management to reschedule. No return phone call or email from the hotel manager. I am more than willing to wait until the holiday season quiets down before planning a new date. It seems incredibly inflexible and inhospitable to not (at least try to) work with me. Especially at this price point!!

I recently visited the Buttermilk Falls Spa and was pleasantly surprised with the interior of the spa, which is located inside one of the buildings near the Event Barn. As soon as I walked in, I was greeted by someone and there was soothing music playing. The view of the river outside is exceptional and my Millstone Massage was outstanding with David B, who I highly recommend.

We arrived, 4 adults and two small children, at the hotel, and at the reception they could not find our reservation. The reservation was not registered in their computer, and they had no rooms available for us. We had received a confirmation email with a reservation number, and I made the booking directly with the hotel. The hotel manager claimed that if it is not recorded in their system, she cannot check us in. That was essentially our problem. She tried to offer us a neglected building on the roadside that was completely unsuitable for our reservation, and again insisted that she had “found us a solution,” while claiming she could not find the reservation and leaving us to solve the issue on our own. According to her, she did not have the email or the reservation, and therefore she was not obligated to honor it. She further claimed that the system had automatically sent the confirmation but had not updated the internal reservation system, and she refused to take responsibility—acting arrogantly, without any apology or sense of accountability—essentially throwing six people with a confirmed reservation out of the hotel in the middle of August, with no lodging solution during our trip. Is a direct reservation with confirmation from the hotel not binding?