Buttermilk Falls Inn & Spa

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?

The first thing that greeted my husband and me when we got our of our car at Buttermilk Falls Inn & Spa was a pile of cigarette butts on the ground in the parking area. We tried to ignore this jarring sight, but unfortunately, our overall experience at this upscale so-called haven was not up to par. While our room was very pretty and comfortable, the rest of the experience was lacking. We went to Buttermilk to immerse ourselves in nature and seek sanctuary from NYC, but there were pieces of trash along the walkways and paths through the property, and some of the plantings looked neglected or downright dead. When we tried to take advantage of the jacuzzi in our bathtub, the sound of the motor was so loud we were concerned it would wake our neighbors, so we turned it off before we had a chance to use it. While we were there another couple was trying to check in, but there was no one at the front desk to welcome them. Buttermilk has the trimmings and trappings of a lovely country retreat, but the appeal is very superficial.

Beautiful Location!! So relaxing and comfortable. Super breakfast with the friendliest service. Even peacocks and other animals on property. Also a beautiful 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.