Buttermilk Falls Inn

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?

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

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

We stayed a night in February in the Gindelle Suite. It was a disaster. It was sleeting and our room has an exterior entrance with 2 flights of stairs. Our phone had been ripped out of the wall and no one was answering the phone when I was calling the front desk from my cell phone so finally at 4:30pm I had to walk back to the reservation desk to discuss issues with the room. The stairs were not salted and I nearly fell down the stairs. I arrived at the reservation desk, again at 4:30pm, and they had left for the night. No note, no phone number to call, nothing. I called the restaurant and they said they did not know the people running the hotel and that they were new and understaffed. So, we were forced to stay the night in this suite where one room had hardly any heat and the other room was above some storage facility that had doors banging all night. My husband went downstairs several times in the middle of the night to try to shut it but it just kept banging. It kept us awake all night. The fire alarm went off for no reason at all and there was no one at the hotel to help us figure out why it went off and how to turn it off. I felt like were in The Shining. I can tell this used to be a wonderful place to stay but with the understaffed, new ownership, it has slipped. Corners have been cut on maintenance and it is obvious. The next morning the person at the desk said someone would give me a call after I relayed all of the issues we had had the night before. That was 3 weeks ago - I have heard nothing. I would not recommend staying here until they properly staff the hotel and are more attentive to parts of the inn and rooms that need to be rehabbed and refreshed.

Truly gorgeous, everywhere you look. We had our nephew’s wedding this past weekend and it was wonderful. The staff was fabulous-shoutout to Morgan and Vengeance. The ceremony had the Hudson River as a backdrop, so lovely. Buttermilk was a perfect place to hold a wedding.

This property is just gorgeous!! Well cared for and well laid out! We were at the barn for a Friday night party and it is so quaint with a beautiful deck. The next day was the wedding. The ceremony was held in a lovely area near a pond that was filled with swans and ducks. We were lucky and had perfect weather. For cocktails and dinner, we went to the riverfront patio. They had golf carts to bring all the guests down the hill. A lovely area with 1 place for a bar and cocktails and another for dinner. The food was very good and the service was efficient and polished. Sunday brunch was at the patio at the inn. All the employees were extremely friendly and so nice.