Buttermilk Falls Inn & Spa

pros: -the place is beautiful-grounds are amazing and hotel well maintained cons: -management is clearly a mess (and none on site or apparently reachable ever) -they advertise the restaurant on site (Henry's) but it was closed and had been for months, THEY DO NOT TELL YOU THIS. We arrived and only when we asked the restaurant hours did they say it is closed. Not only that, but it had been closed for months with no specific ETA on when opening. This left us screwed for food and was one of the main reasons we chose to stay there. Additionally, there are few and mediocre food options locally and you have to drive to them. -there is a LARGE construction project on the site which involves the former pool/spa house. Thus, no pool. Also, huge construction project ongoing and sitting there looking ugly. Again, no ETA or information on when this will be completed. -I left clothing items there. I called about them and spoke to a very rude person who basically hung up on me. I then emailed the manager and never heard back. When I spoke to rude person, they told me that I had to send a shipping label and they'd return the items. I said and then emailed that I would like to pick them up the next time I am in the area instead. When I was next in the area I went to get my items (which included a very expensive silk shirt), and although this person was nice and very helpful (as much as she could be), the manager was again unreachable and I was informed that if they don't receive a label within 3 weeks (or something like that) then they THROW THE ITEMS OUT. I told her that no-one told me that, though of course my items were now thrown out so it did not matter. Basically I got a shrug and an oh well it's our policy. I normally don't leave reviews at all. But I would like to see such a uniquely beautiful place be run better. This is not, in my opinion, a way to treat customers.

If you are looking for a place in the country, this is for you. The grounds are pastoral with beautiful water views. One of the highlights was the delicious breakfast that was served each morning. The morning chef and the evening front desk receptionist were top-notch. Both were very friendly and helpful. The negative for us was the room. The room was roomy but because it was a historic house, there was only lighting on one part of the room. There were no rugs on the ground because it was an ADA room. Our feet got dirty because of this and we had to wash our feet each night. Room service is not offered each day. The bathroom fan was super loud and the bathroom light was blinding in the morning. Bathroom towels were very thin like at a budget motel. We mention these things in case you want to select another room.

I went online to purchase a gift card, but every time I did, the transaction could not be completed & read “Unable to process gift certificate”. This went on for 4 days. Frustrated, I decided I would go to the inn and purchase it in person. When I told the receptionist I wanted a gift card, she took a folder from the closet and proceeded to read what I can only suspect was ‘how to make a gift card’. She typed on her computer & kept referencing the folder. This went on for 15 minutes. Not once did she say anything to me as in apologize for the delay, give an explanation for the delay or offer a smile. I asked her if she had ever done this before and she stated “I’ve only been working here for 1 week”. I asked if there was anyone she could call to ask for help/advice (as did a gentleman who was passing by with a ladder and overheard our conversation). He told her to call the spa, and when she did, she stated to the other receptionist “This lady is in a rush and can’t wait for me to make this gift card!” Unfortunately, tte spa receptionist could not help as she was too busy. At this point, I had to leave and decided I would try online again. I tried for 2 more days & even left messages for someone to call me back to assist me in my purchase…..no one did. Bottom line, I purchased the gift certificate from Mohonk Mountain House. Easy peasy. I called Mohonk, someone answered my question, I went online & the gift certificate was emailed to my instantly. That whole transaction between the phone call & receipt of the email took 10 minutes. You have lost me as a customer. H opefully your employees can be better trained and friendlier as they do represent your business. Service: 1/5

Well - upon arriving, a stray dog jumped in our car as soon as we parked and opened our door. The dog was muddy and absolutely made a disaster of everything he jumped on - which was every seat and hanging clothes. Although our clothes were sent to a cleaner - we still had to spend an hour (on my birthday) cleaning every part of the car. Our room's air conditioner barely worked, we were there 3 days and never got cleaning service or new towels. The sink drain barely worked - which is SO GROSS> i think there is very limited staff and maintenance so thing just seem to be falling apart. This was our 3rd stay here in past few years but I do not think we will come back. I will say the breakfast ladies were fabulous and the breakfast continued to be our fav part of the stay, as well as some bakery items each afternoon. My advice to hotel ownership - do a DEEP clean of every room asap, fix anything that is broken - turn on every faucet, flush all toilets - turn on every air conditioner! and tell the person if you are cleaning room or not, or advise them to come - but do not charge for that. As for the dog jumping in car - aside from sending our clothes to cleaner , it would have been nice if you took even 100 off my boyfriends bill - nothing was done - not even a gift card towards the spa (which we went to). Not good

I was assured verbally and in writing that this establishment welcomed off leash dogs to enjoy their rural property, which included livestock, ponds, and trails. We arrived on a beautiful spring morning after two days of torrential rains. The pond water had churned and the trails were very muddy, but I had paid the requisite cleaning fee and assumed that the owners understood what happens when dogs encounter these conditions. Because no outdoor hoses are provided to rinse the dog off, I took him into the shower stall in the room to clean him up when we returned, using the towels to dry him off. I assume all linens are laundered between guests. Imagine my shock when I was charged $800.00 extra for cleaning the room. The owner claims that the linens, sofa, and mattress were ruined and that the dog urinated everywhere. There was no sofa in the room. My dog absolutely did not urinate in the room. I don’t know what kind of linens are ruined in a hot water wash cycle. I believe this is a cash-grab to have a guest pay to freshen the room up and replace a tired, old mattress and worn out towels without having to reach into his own pocket. I’m glad I went with my dog. Despite the lovely May weather, we were the only guests I could see on the property. I now understand why. Moreover, no staff is available on the premises overnight. It’s unsettling, especially if you are a single woman. Pay close attention to the negative reviews. Don’t stay here. I will let my credit card company sort this out. They have lots of experience dealing with con artists.