Buttermilk Falls Inn

Update: I spoke with the manager, who apologized and said she’d look into it and make things right. It turns out there were celebration options like rose petals and chocolates, but the front desk never mentioned them. The snowy winter scenery ended up redeeming the weekend. We walked around the beautiful property, crossed the bridge over the frozen water, and saw the animals. The room was quiet, a nice break from the kids at home, and had a fireplace and a deep jacuzzi tub that fit two small adults snugly. The room was cute, with charm and a gorgeous Hudson view, though the bed transferred every movement between us and hallway light came in over the door. The TV was tiny, but we enjoyed the fireplace and view. I rarely write critical reviews, but brought my wife for a one-night 10-year anniversary getaway and expected more care at this price. The front desk service was terrible. Nobody ever answered the phones or returned voice or digital messages, even when I called from the room while the woman was sitting right there. I’d specifically asked them to do something nice as a surprise, but there was nothing, not even a happy anniversary. The pool and sauna were closed for renovations, something not disclosed when I booked and not reflected in the steep price. I found out while booking a spa appointment. The spa does answer calls and return messages, but closes very early, about an hour after check-in, and the good appointment times fill quickly, so book ahead. The restaurant food was good and the server was very sweet, but despite a note in the reservation and telling the woman ahead of time, nothing was done for our anniversary. I’d expected at least a couple glasses of bubbly or something. Customer service was lacking, though maybe winter and the off season played a part. The $45 corkage fee was absurd, so don’t bring your own bottle. We had a nice time because we chose not to let the problems bother us, but I expected far better service at this price. There were lots of chances to make the stay special and little effort. Maybe summer is different.

I’m so glad my earlier concerns were unfounded. I’m a family member of a recent wedding couple, and the changeover after Buttermilk’s previous coordinator left had been rocky, especially around communication. But the whole weekend was fantastic. The grounds and rooms were beautiful, and the food was amazing, fresh, and well prepared. The staff were the real standouts. Even though they handle weddings often, they were attentive, caring, and kind throughout, exactly the service you hope for when planning a wedding. The venue had an easygoing feel, like they wanted it to be the best day of people’s lives and were focused on making it great instead of enforcing rules and contracts. I rarely do a complete 180 about a place, but I’m happy I was wrong. I’m excited to come back and try the spa when it’s finished.

After a five-hour drive, we arrived to learn that the room we’d reserved for two nights to celebrate my wife’s 70th birthday was unavailable because of maintenance. They said they’d “upgraded” us to another accommodation, a separate house with four rooms over three floors, but we were told we couldn’t use the basement or second floor, just the first. We had expected a quaint, comfortable room in the Inn, and didn’t like being put in a house that felt like a VRBO. The spa was also closed, with no pool or steam room as advertised, though services were available. We checked out early the next day and drove back to Maryland. We tried calling the Inn several times before arrival, but the front desk never answered. When we sought a refund of $962 for the ruined stay, only the second night was refunded, and getting that took a marathon of emails and calls with Expedia. Expedia also couldn’t reach them about the refund, and at first the Inn refused to return the advance charges. After 50 years of travel, this was the worst hospitality I’ve experienced. Be warned if you want a comfortable getaway at an Inn whose management cares about your stay.

Update 10/22/25: Buttermilk called after seeing this review, apologized, and asked how they could make it right. They refunded my card for the gift certificate amount. That helps me feel better about the certificate, but the experience after my massage was still poor. The massage itself was wonderful, and this review isn’t a reflection on it. I wouldn’t have booked the appointment if I hadn’t been told there was still money on my certificate. I called twice recently because I have small children at home and it’s hard to get out alone for a massage or facial. First I asked if the certificate was still valid and was told it was, with $100 left. When I called to book, I said I thought I’d been told to call but wasn’t sure why. They explained that paying with a gift certificate meant I should call, since booking online would charge a deposit to my credit card. I confirmed the $100 balance and booked. At checkout after my massage, I was told the certificate, bought in May 2021, had expired. But the policy online says certificates purchased in 2021 don’t expire until 2026. My sister had a similar experience with this Spa recently. Neither of us will be going back. 10/14/25. My husband gave me the certificate, and I’d been worried it might have expired.