Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On November 12, 2024, I reserved a room at Buttermilk Falls Inn & Spa l for two nights: May 11, 2025 and May 12, 2025. I was charged a $906.00 REFUNDABLE fee (as per the Inn's own policy), which was paid immediately via my credit card. The Inn's web confirmation of my reservation states my balance as $0. My credit card statement from that time shows the $906 charge filed under "Web at Buttermilk Fall ************ NY" indicating payment had been ******* January 2025, my credit card number changed due to a fraud alert.On April 3, 2025, well within the period required for a refund from Buttermilk Falls Inn & Spa, I called and emailed to cancel my reservation. Staff is telling me that I cannot receive a refund due to the fact that my credit card is now closed. They do not dispute that the fee is refundable. They refuse to issue a refund check. The manager has refused to speak with me and is not returning my calls or responding to my emails.

  Business Response

  Date: 04/21/2025

  Dear BBB

  Ref #: ********

  In reference to the above compliant regarding refund. There seem to be a miscommunication we stated to the guest that the refund would need to be returned back to the original credit card in which the account was debited as she wanted to use a different card. The refund has been granted, and card has been refunded. Thank you 

  Customer Answer

  Date: 04/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  Please note, however, that the miscommunication originated with Buttermilk Falls Inn & Spa -- they did not make a satisfactory attempt to resolve the issue initially.  It was only after MULTIPLE attempts did I receive a satisfactory resolution.

  
  Sincerely,
  
  ******** ******
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/27/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 11th, I made a reservation at Buttermilk Falls Inn for 4/27 - 4/30. I also made 2 spa apts on 4/28 and a dinner reservation on 4/28 as well. Nowhere in the reservation process was I made aware of the construction on the property or that the pool, steam shower, and sauna were all closed. This week, when I received a spa confirmation email on 4/25, the email alerted me to all of the closures with large text right at the top. I reached out to the business expressing my disappointment that I had not been made aware earlier and requesting a discount. The person responded saying that this was listed at the very bottom of my confirmation email, though as you can see from the photos, this was not highlighted in any way. I explained that I should have been made aware before spending money and as you can see from all the photos I took today of the booking process, there is no mention of construction, or closures of any kind.I asked to speak to the *** *************************, on 4/27 who reiterated the above but mentioned that she would cancel the entire reservation. Given that my sister and I have already requested PTO and are traveling today, cancelling today is not a viable option for us. Also, it makes no business sense whatsoever to eat the cost of over $2K vs. providing a discount in this circumstance. Also, this appears to be a classic bait and switch maneuver in which the business is not up front with the details but buries it at the bottom of a confirmation email. I highlighted it's position with my mouse so you can see it's positioning in the email but there was no highlight there, for the record.Including images of ever step of the booking process and an image of the confirmation email. In addition, I did a screen capture of the booking flow so you can see it but it's a .mov file so unsupported.(I have images of everything but can't seem to upload on site without getting an error. Please email me and I will supply all)

  Business Response

  Date: 04/27/2023

  Good Morning BBB,

  The information is listed on the website once you open the website, click on "about" drop arrow box. On the "World Class day Spa" it tells the guest. Also click for more information and it gives the following information below

  Open 7 Days a Week Starting at 9AM-Closing times will vary dependent upon booking.
  

  Exciting news, our main Spa is undergoing some incredible renovations! Please note that access to swimming pool and amenities is unavailable as we have relocated to northern side of Buttermilk Falls Inn, but we are still offering all of our amazing world-class massages, facials and treatments in our alternative location overlooking the ****** River.
  Reservations are recommended 4 to 6 weeks in advance. You must be 18 years or older to receive a massage or body treatment and 16 years old or older to receive a facial treatment.

  On the reservation confirmation emailed to the guest it shows it at the bottom of the page. The staff also informs the guest when they speak with them on the phone. This guest booked online, where the information is on line. We have also reduced our rates throughout the property due to the renovations. 

  Thank you kindly

  Buttermilk Falls Inn & spa

   

  Business Response

  Date: 04/27/2023

  Good Morning BBB,

  The information is listed on the website once you open the website, click on "about" drop arrow box. On the "World Class day Spa" it tells the guest. Also click for more information and it gives the following information below

  Open 7 Days a Week Starting at 9AM-Closing times will vary dependent upon booking.
  

  Exciting news, our main Spa is undergoing some incredible renovations! Please note that access to swimming pool and amenities is unavailable as we have relocated to northern side of Buttermilk Falls Inn, but we are still offering all of our amazing world-class massages, facials and treatments in our alternative location overlooking the ****** River.
  Reservations are recommended 4 to 6 weeks in advance. You must be 18 years or older to receive a massage or body treatment and 16 years old or older to receive a facial treatment.

  On the reservation confirmation emailed to the guest it shows it at the bottom of the page. The staff also informs the guest when they speak with them on the phone. This guest booked online, where the information is on line. We have also reduced our rates throughout the property due to the renovations. 

  Thank you kindly

  Buttermilk Falls Inn & spa

   

  Business Response

  Date: 05/01/2023

  Good Afternoon,

  The property had also offered to upgrade the guest to the ************************** however upon arrival the guest informed the property she was travelling with a pet and was therefore unable to take up the offer of the upgrade. The information is posted on the website, again the guest overlooked the information that was on her confirmation. 

  Thank you for reaching out to us to hear our side of this matter. The guest said she was referred by a friend and therefore did not look at the facility and the information on line where the information is provided.

   

  Thank you kindly

   

  Customer Answer

  Date: 05/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hi there,

  While I do appreciate the upgrade to the Master suite, I did make the property aware in advance that I was traveling with a pet as I called and spoke to a gentleman who recommended the ****** Flat over the other loft "*******" that I planned to book, per the fact that I was traveling with a pet. Thus, the insinuation that I arrived and informed the property of this is incorrect. The lofts are listed as one of the pet friendly options on site. Note here: ************************************************************************** where they speak about pet beds, bowls, and toys in the room. None of that was indeed true. I was traveling with my sister who can speak to all of this. Even if my conversation before booking was lost in the mix, the property could have provided any of these things upon arrival and discovery of the fact. They did not. Just another example of what they say and what they do.

  In addition, while the confirmation email (after payment was taken) does note a shift in the spa amenities as "Buttermilk's Alternate Spa facility is open and taking appointments, while our original spa is closed for renovations. The pool, sauna, and steam rooms are not available for use at this time." I still reiterate that this information should be provided prior to purchase. It was not and I have provided all evidence to this fact. In addition, nowhere is it mentioned that our room would be located next to a construction site as I provided visual evidence of. That information wasn't even provided in the confirmation email, though as mentioned, any information about expectations of a property should be provided prior to payment. No mention of trucks driving in and out constantly. See formerly provided visual. Again, my sister can attest to this as well.

  Note in the pages I provided of the room details 2 mentions of the "peaceful" nature of the room. This is absolutely not the case. In fact, we found the room so unpeaceful that we checked out a day early, forfeiting the $712 room rate to get away from that chaos.

  There seems to be no reason a business would provide an upgrade but not my original request of a discount. Again, this business is operating under fraudulent pretenses. In scanning their Tripadvisor reviews, I found many reviews noting the subpar experience and overpriced offering. Attached you will find one review noting what was expected and what was reality. Note that they ALSO weren't aware of any closure of the pool, steam room, or sauna or spa closures. Additional evidence that this business operates under false pretenses to lure unsuspecting guests like myself. 

  What I have learned here is to always check the reviews even with a recommendation. I imagine this business must have changed management at some point from reviews like the one I attached and my former colleague would never recommend this business today.

  It is only a shame that a consumer can't trust the information provided by a business on its website and instead must dig to find the actual reality. I only hope that this complaint can serve to warn other consumers.

  Cheers,

  *********************************** 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************************