Buttermilk Falls Inn & Spa

We arrived and there was no one at front desk. Envelope with my name on it. We decide to go to the room and figure out food and go from there. Restaurant on site is closed , with no information why or if they will be opening at all. We drive out to get lunch somewhere (nowhere really close to here ) come back for the tea time where tea, coffee and pastries are supposed to be served. We arrive about 25 minutes after it’s supposed to start and the water for tea is room temperature, which who knows how long it’s been sitting. There are two numbers listed at the front desk to call with any concerns. I call the owner, and get an immediate text to text him there. I tell him my concerns, and 4+ hours have gone by at this time with no response. I called the other phone number who was the house keep manager, and she was extremely nice, and said she would reach out to the owner. I haven’t heard anything and I imagine he told her to not talk to me any further either. Website for the spa has been down. I assumed it was only in person to book while it’s going under renovations, but no one to talk to about these services. We call and the woman was slightly rude and had one available appt for the time we were staying. I can’t see a Monday in the middle of April being a crazy busy time given we also didn’t see a single other guest while we were there. Pictures of the place look great, but once you are there you can see how doctored those photos are. There was zero hospitality. I was hoping this was going to be a place we could hang out and relax and do everything we needed on site, but there was nothing actually open to do. On the drive home my wife found several other very similar experiences on places like yelp. I would not recommend. The fact the owner has not responded to my concerns in 4 hours, but could reply right away before he found out I was not satisfied speaks volumes.

Based on our experience that seems to be the case. We recently booked the Juniper room for my wife's birthday and my card was charged twice on separate dates. I figured one of the charges may have been a deposit, but if that was the case, it has not yet been returned. (I hope to be able to provide an at least somewhat positive update) I have tried to call them several times, left voicemails, sent emails--radio silence. They simply cannot be reached. In fact, the person who checked us in at the front desk was gone just a few minutes. Another person showed up to serve breakfast the next morning, but we saw no other Inn staff. Was the place scenic and the room stunning? Sure, but the Hudson Valley is full of beautiful places that don't double- charge and actually make you feel you are a guest at a place.

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!!