HOTEL POLICIES & HOUSE RULES

Buttermilk Falls Inn & Spa strives to provide our guests with an exceptionally clean, comfortable and convenient hotel experience. These Hotel Policies / House Rules are considered part of our reservation agreement with you. As our hotel guest, and as upon your check-in, you are agreeing to abide by ALL our Hotel Policies / Rules, terms and conditions, and procedures, and we reserve the right to refuse service, or to make a charge to the guest’s card if any fees are assessed for damages or not complying with Hotel Policies.  The Management of Buttermilk Falls Inn & Spa would greatly appreciate your cooperation in abiding by the following, as we value each of our guest’s safety and enjoyment. Our Hotel Policies / Rules may change from time to time.

 

  • DAMAGE POLICIES

DAMAGE AND / OR THEFT OF HOTEL PROPERTY: You are liable for any damage however caused (whether by deliberate, negligent, or reckless act) to the room(s), hotel’s premises or property caused by you or any person in your party, whether or not staying at the hotel during your stay. Buttermilk Falls Inn & Spa reserves the right to retain your credit card and/or debit card details, as presented for payment and charge or debit the credit/debit card such amounts as it shall, at its sole discretion, deem necessary to compensate or make good the cost or expenses incurred or suffered by Buttermilk Falls Inn & Spa as a result of the aforesaid. Should this damage come to light after the guest has departed, we reserve the right, and you hereby authorize us by signing the registration form at check in, to charge your credit or debit card for any damage incurred to your room or the Hotel property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, extensive scratches to floors, walls and building etc. We will make every effort to rectify any damage internally prior to contracting a specialist to make the repairs, and therefore will make every effort to keep any costs that the guest would incur to a minimum.

DAMAGE DISCOVERED AFTER CHECK-OUT: Guest Rooms found with waste scattered around, in complete disorder, and/or “trashed” will be subject to a cleaning and maintenance deep cleaning fee, administration fee and/or third party fees.

DAMAGE TO ROOM: Damage to rooms, fixtures, furnishing and equipment including the removal of electronic equipment, towels, artwork, etc. will be charged at 150% of full and new replacement value plus any shipping and handling charges. Any damage to hotel property, whether accidental or wilful, is the responsibility of the registered guest for each particular room. Any costs associated with repairs and/or replacement will be charged to the credit card of the registered guest. In extreme cases, criminal charges will be pursued.

DAMAGE TO MATTRESSES AND BEDDING: Damage to mattresses and linen including; towels, mattress pads, sheets, bedspreads, blankets resulting from the use of body oils, make-up, shoe-polish, etc. will result in a charged at 150% fully for new replacement value plus any shipping and handling charges, for the special cleaning, repair or replacement of the damaged article.

DAMAGE OR TAMPERING WITH FIRE DETECTION SYSTEMS / FIRE-FIGHTING EQUIPMENT: Buttermilk Falls Inn & Spa reserves the right to take action against any guest or visitor found to have tampered or interfered with any detection equipment throughout the hotel, including detector heads in public areas, guest rooms, break glass points and fire extinguishers. Guests or visitors found to have tampered with any fire detection or fire-fighting equipment will be charged with any costs incurred by the hotel due to their actions and will be evicted from the hotel. Depending on the severity of the guests’ actions, law enforcement may become involved at the hotel’s discretion. Should the fact that fire-fighting or detection equipment had been tampered with come to light after the guest has departed, we reserve the right and you hereby authorize us to charge your credit or debit card for any damage incurred to your room or the Hotel property during your stay, including and without limitation for all property damage, missing or damaged items, smoking fee, cleaning fee, guest compensation, etc. 

INFESTATION: The cleanliness of our rooms is extremely important to us, and our guests. If you bring any infestation into your room or onto our hotel premises, we may charge you for any and all costs and expenses, including immediate or urgent response requirements and loss of room revenue, that we deem necessary to address the infestation.

 

  • GUEST POLICIES

ALCOHOL: Registered guests over the age of 21 years old, who choose to bring their own alcoholic beverages must consume those in their room. Alcohol is not allowed in public areas such as the reception area, work area, lounge area, corridors, staircases, dining and  food service areas etc. 

CHECK-IN REQUIREMENTS: Guests must be at least 21 years of age to check in at Buttermilk Falls Inn & Spa. In the interests of security and to prevent fraud, guests are required to confirm their identity by providing their valid government issued photo identification (Passport and/or Identification Card (IC)) at check-in. 

CHECK-IN TIME: 4:00PM.

CHECK-OUT PROCEDURE: Check-out time is 11:00AM. Please check-out with Front Desk so that housekeeping may begin cleaning your room as soon as possible. If you require a later check-out, please contact Front Desk AS SOON AS YOU POSSIBLE  and we will do our best to accommodate your request based on availability of the accommodation and any other limitations of the property at the time. A charge may apply for late check-out.

CHECK-OUT TIME: 11:00AM. Check-outs past 1:00PM- 4:00PM is a half day rate and any time after 4:00 PM will be subject to a full-day’s rate. However, if you would like to request for a later check-out time, please inform Front Desk ahead of time and based on availability of that specific accommodation, front desk will inform you if possible. Late check-outs are subject to availability, and may be chargeable.

CHILDREN: As the parents, guardians, or chaperones of children aged 16 and under, you are personally and legally responsible for, and must supervise them at all times. For safety reasons, please do not leave children unattended in guest rooms or allow them to roam the hotel property unsupervised.

DEPOSIT: A security deposit is NOT held on card. However, if there are no lost or damaged items from the room occupied during your stay, the credit card on file will be charged. 

PRE-REGISTRATION: Early check-in is offered based on availability. If you require a check-in for arrival prior to 4:00PM, please contact Front Desk staff directly to request  at 845-795-1310.

EARLY DEPARTURE: Guests who check out of the hotel after 11:00 and prior to their scheduled departure date are subject to an early departure fee of the balance of the stay.

GUEST REGISTRATION: We require valid contact information from the guest making the reservations including first and last name, address, phone number, email and signature. The names of all guests occupying the room must be registered as well.

QUIET HOURS: 10:00PM to 8:00 AM. If you become aware of a disruptive guest, please contact Front Desk staff immediately by phone or in person. Televisions, voices or other devices must be kept at a respectful low level at all times. Doors should be opened and closed quietly. No congregating or running in halls.

PETS: Buttermilk Falls Inn & Spa is pet friendly, however due to the design of some accommodations, pets are not allowed in certain buildings. Please check with the front desk or online for pet friendly accommodations. Pet owners are responsible for all damages to property by pets during occupancy. Pet stays free however, there’s an applicable $50 per night per pet for cleaning the accommodation.

A service animal is a dog that is individually trained to do work or perform tasks for a person with a disability. Dogs whose sole function is to provide comfort or emotional support do not qualify as service animals under the ADA.

PAYMENT: We accept all major credit cards. Pursuant to credit card agreements; Credit Cards are charged at the time of booking. Reservations canceled  seven (7) days or more prior to arrival there will be a full refund back to the method of payment.  cancellations from Six (6) days to seventy two (72)  hours prior to date of arrival, a cancellation credit will be issued on a gift card to be used ONLY towards future accommodations. From forty eight (48)  hours through the date of your arrival, there will be no refund or cancellation credit.  Cheques and foreign currency are not accepted.

Please speak with the front desk about policy for canceling reservations using cancellation credit

 

RIGHT TO REFUSE SERVICE: Buttermilk Falls Inn & Spa is privately owned and operated. We reserve the right to refuse service to anyone for any reason(s) that does not violate Federal or State laws. Buttermilk Falls Inn & Spa  has a zero tolerance policy in which we will refuse to admit or refuse service or accommodation in our hotel or may remove a person, without refund, who refuses to abide by the reasonable standards and policies by the owners for the operation and management of the hotel. Buttermilk Falls Inn & Spa may refuse service or evict a guest: for refusal or failure to pay for accommodations; is under the influence of alcohol, drugs, or any other intoxicating substance and acts in a disorderly fashion as to disturb the peace of other guests or is not in compliance with state liquor laws; acts in a disorderly fashion as to disturb the peace of other guests; is unable to properly supervise their children at all times; seeks to use the hotel for an unlawful purpose; seeks to bring into the hotel: an unlawfully possessed firearm; or something, including an explosive or hazardous or toxic substance, that is unlawful to possess and that may be dangerous to other persons; destroys, damages, defaces, or threatens harm to hotel property or guests; causes or permits persons to exceed the maximum allowable occupancy of room; refuses to abide by the reasonable standards or policies established by Buttermilk Falls Inn & Spa for the operation and management of our hotel.

SPECIAL REQUESTS: We will make every effort to honor any reasonable special requests based on the capability of the property and availability of such. Such as roll-away beds, cribs etc. upon your arrival. All special requests are noted on reservations and we will do our best to accommodate. However, the availability of these items cannot be guaranteed in advance.

 

  • LOST & FOUND

LOST & FOUND POLICY: Buttermilk Falls Inn & Spa assumes no liability for lost, misplaced, stolen, or damaged valuables or belongings after check out. If you discover that you have left behind something of value to you, please call us immediately at 845-795-1310 or email [email protected] and we will try to assist you in locating your lost item.

FOUND ITEMS: Buttermilk Falls Inn & Spa is not responsible for any item left behind by a guest. However, any item, with the exception of perishable items, left behind by our guests and found after departure by Housekeeping will be collected, logged in, and kept in a secure location for collection by the owner for up to thirty (30) days. Reasonable effort will be made to notify the guest that an item has been found. Perishable items, underwear, and miscellaneous toiletries will be discarded.

RETURN: We are happy to return your lost (forgotten) item(s). Please  visit UPS or FedEx and create a pick up label and pay for the shipment, please email the label to [email protected]. We will label your package and deliver it to the driver.  Buttermilk Falls Inn & Spa is not responsible for any item lost or misdirected during shipment.

UNCLAIMED ITEMS / NO CONTACT: Lost & Found items are held for thirty (30) days while we attempt to contact the guest. If guest contact information is incorrect or mobile phone mailbox is full and we are unable to contact the guest during the thirty (30) day holding period, the unclaimed item(s) are thrown away, given to local organizations, or disposed of accordingly by Buttermilk Falls Inn & Spa.

 

  • ON-SITE

ENFORCEMENT: All staff are trained and required to respond to potential violations of our Hotel Policy / House Rules. Guests who refuse to abide by the reasonable standards and policies established by Buttermilk Falls Inn & Spa for safety of all guests, staff, owners, property, and the operation and management of the hotel will be evicted, with no refund. In addition to the room charge, a minimum of $300 cleaning fee per room will be charged for infraction(s) of our Hotel Policy / House Rules.

FREE WiFi ACCESS: Access to our WiFi is free for our registered guests. The hotel WiFi access code is subject to change without notice. WiFi signals are subject to change without notice depending on the room’s location, the status of our WiFi-equipment, and interference from other local wireless signals. Buttermilk Falls Inn & Spa assumes no liability for guest use.

PARKING AT OWN RISK: All vehicles are parked at the risk of the owner. Buttermilk Falls Inn & Spa shall not assume liability or responsibility for any vehicle, occupants, or contents while operated or parked near the hotel property.

TERMS & CONDITIONS: Buttermilk Falls Inn & Spa makes its best efforts to ensure that all the information that appears on its website is accurate. However, no warranty, expressed or implied, is given that the information provided on this website is error free. Buttermilk Falls Inn & Spa does not accept liability for any errors and/or omissions, and reserves the right to change the information published at any time and without notice.

 

  • ROOM POLICIES

ADDITIONAL BEDDING: A limited number of rollaway beds available upon request, and subject to availability. The charge is $85 (plus taxes and fees) each, per day. Maximum capacity of rollaway bed is one (1) per room. Please note that not all rooms can be furnished with extra beds due to different room arrangements and orientations.

DO-NOT DISTURB & ACCESS TO ROOMS: To provide all of our guests with an exceptionally clean and safe hotel experience, we provide housekeeping throughout your stay based on request. Our Housekeeping Staff will honor the “Do Not Disturb” door hanger once during a thirty-six hour period indicating that the room is occupied. After thirty-six hours of having a “Do Not Disturb” sign on an occupied room, housekeeping will notify the front desk and management will enter the room. The Housekeeping Staff is required to enter the room at subsequent times to clean the room, check for safety, and verify the condition of the room. Management reserves the right to enter a room with a known status of “Do Not Disturb” for reasonable purposes, such as an emergency, housekeeping, maintenance, verify that the room, its furnishings, and mechanical equipment are intact, or to address or prevent a violation of our Hotel Policies / House Rules. In the event of suspected illegal activity, management reserves the right to summon law enforcement to aid in eviction. The right to privacy ends when a Hotel Policy / House Rule is broken. Law enforcement will be granted immediate access to hotel property and rooms of evicted guests.

CANDLE, INCENSE, ESSENTIAL OILS: Candle, incense, essential oils (diffusing, vaporizing, etc.) are prohibited. These items and activities will be treated as smoking, a fine assessed, and the guest may be evicted with no refunds.

COOKING, COOKING APPLIANCES, COMBUSTIBLES, OR FIREWORKS: The safety of our guests, staff, and this facility is extremely important to us. Preparation of food in guest rooms by any type of cooking appliances is prohibited. A minimum fee of $500 will be charged for cooking in a room, including, but not limited to coffee makers, hot plates, toaster ovens, water heaters, rice cookers, combustible, open flame, barbecue grill, burners, heating appliance, or any other item intended for cooking. Cooking grills are provided at certain accommodations. Please check with the front desk prior to arrival if your accommodation has a grill. Fireworks are not allowed anywhere on hotel property. ONLY the houses, get away suites and cottages are equipped with a kitchen.

HOUSEKEEPING / ROOM INSPECTION: Housekeeping is provided daily between the hours of 11:00AM to 4:00PM. This is a 100 % NON-SMOKING hotel (see above for what is included as “smoking”). Rooms are cleaned and inspected daily and a detailed log is maintained on each room and linen. Rooms are rented to guests in appropriate condition without any prohibited odor. Housekeeping and Front Desk staff are trained and skilled in identifying the odors from prohibited items. If our investigation concludes that you have smoked in your room, cooked, (in accommodations without a kitchen) or brought a prohibited item into our facility, fees will be assessed, and you may be evicted without any refund.

LINEN CHANGING: Your comfort is very important to us. For guests staying multiple nights, bed linen is changed based on the guest request, if all personal items are removed from the bed and our housekeepers can access the walkways around the bed. Housekeeping will be happy to change your bed linens please ask the Front Desk for service in advance. We hope our guests will assist us in decreasing our environmental impact and water use by reusing towels as much as possible, however, if new towels are needed, please leave them on the bathroom floor and notify the front desk we will replace them. Please contact our Front Desk staff if you have any additional questions or concerns.

MAXIMUM OCCUPANCY: Room occupancy requirements are based on fire code/fire safety restrictions. If you exceed the maximum number of guests allowed, you will be asked to rent another guest room/accommodation for proper accommodations or vacate the hotel. Room rates are listed based on occupancy in each accommodation.

NON-SMOKING: Buttermilk Falls Inn & Spa is a 100% smoke-free hotel. For safety and to assure that our facility is not exposed to items or actions that create an odor which is unhealthy and objectionable to our guests and staff, and that is difficult to remove from the air, carpet, walls, and furniture, we do not permit smoking tobacco, marijuana, illegal drugs, e-cigarettes, vape pens, vaping, cartridges containing the liquid of nicotine, hookahs, incense, cooking, cigars, candle burning, the use or diffusing of patchouli oil or other strong-smelling plant-based essential oils or synthetic products in our facility. 

Guests are encouraged to notify Front Desk staff immediately if they smell cigarette, marijuana, or other objectionable odors. A minimum fee of $300 will be charged for smoking of any kind on property. In accordance with the NYS law enacted in 1989 and last amended in 2021, Public Health Law, Article 13-E, known as the Clean Indoor Air Act, prohibits the smoking of tobacco products and the use of vapor products indoors 

NO PARTIES: Buttermilk Falls Inn & Spal enforces a No In-Room Party Policy to ensure we can protect the hotel and our guests at all times. No parties, loud disturbances and/or noise-nuisance are allowed or tolerated on these premises. In the event of a disturbance, one polite request (warning) will be given to reduce the noise. If our request is not followed, the guest will be asked to leave the hotel without refund. Registered guest(s) are responsible for all persons visiting. If found with more “people” not listed on the Guest Registration Form after “reasonable hours” your stay will be considered a party. You will be ordered to vacate the premises without refund and may be assessed a Guest Compensation Disturbance Fee.

ROOM KEYS: Room keys are issued to the registered guest(s) at check in after completing registration. No room keycards will be issued to youth under 21 years old at any time. Valid government issued photo identification (Passport or IC) is required if you have lost your key and require a duplicate. Please return all room keys to Front Desk upon check-out.

VISITORS: As a registered guest, you are responsible for your visitor at all times, and may be charged an Extra Person fee for guests to participate in amenities provided for registered guests.

 

  • RESERVATIONS

EARLY CHECK-IN / PRE-REGISTRATION: Early check-in is offered based on availability. If you require a check-in for arrival prior to 4:00PM, please contact Front Desk staff directly to make a request  at 845-795-1310. EARLY CHECK IN IS NOT GUARANTEED AND IS BASED ON AVAILABILITY. EARLY CHECK IN STARTS ANYTIME AFTER 12:00NOON IF AVAILABLE. 

CANCELLATION: Buttermilk Falls Inn & Spa is not responsible for weather conditions, personal emergencies, or schedule changes. Once bookings are made and/or guest(s) are checked-in, bookings are non-refundable. Any changes regarding the date, room category, duration of stay of your booking will require you to cancel your initial booking and re-book your stay with the hotel. 

Reservations canceled seven (7) days or more prior to arrival will get a full refund on a gift card to be used within one (1) year towards other accommodations. Those canceled  forty-eight (48) hours or less, prior to your arrival date will not be refunded. If reservations are canceled less than 48 hours before the arrival date, a cancellation fee of your full deposit will be kept. Full payment is taken at the time of reservation.

GROUP RESERVATIONS: Large group / Block reservations must be booked through the events department, with applicable rules based on the type of events and booking. Please ask at the time of booking the cancellation policy for your group.

GUARANTEED RESERVATIONS: All reservations must be guaranteed with a valid major credit card at the time of booking. Guests must be 21 years and older. We accept all major credit cards. We apply the full reservation charge to your credit card at the time you make your reservations. Your credit card guarantees your reservations. Reservations will be held until 11:00AM the morning following your scheduled arrival date. If you have not checked in by that time, a “no-show” of the entire reservation/stay will be charged to your credit card and the balance of your reservation nights will be canceled. Buttermilk Falls Inn & Spa is not responsible for weather conditions, personal emergencies, or schedule changes.

NO SHOW CHARGES: Failure to check in on the scheduled arrival date for a reservation guaranteed with a credit card will result in a No-Show fee of the full amount of your reservation being charged to your credit card. 

RATES: All rates are quoted in US currency, plus applicable taxes and fees. Rates may change  without notice. Rates as advertised on Buttermilk Falls Inn & Spa website or any other website or promotional material are subject to change at any time and may increase or decrease at the hotel’s discretion. Rates are based on the type of accommodations and occupancy and are subject to availability.

 

  • SAFETY

FIREARMS AND WEAPONS: The safety and security of our guests and staff is extremely important to us. Our Firearms and Weapons Policy is designed for the protection of our guests, vendors, staff, and owners, and pertains to the presence of firearms and weapons on hotel premises. Buttermilk Falls Inn & Spa recognizes that guests and vendors may legally possess firearms or weapons for a variety of legitimate purposes. This policy has been developed to create a safe environment by providing appropriate guidance over the custody of firearms and weapons on our premises. 

Guests and vendors who fail to abide by our policy may be asked to leave the hotel premises, are subject to trespass and may be subject to further legal action. Exempted from this policy are law enforcement officers and designated military personnel who are on-duty and required to carry firearms in the performance of their duties. No exemption to this policy is allowed for private persons, even those licensed and permitted to carry a firearm openly or concealed under local, state, or federal law, are exempt from this policy.

FIRE SAFETY POLICY: The hotel is fully equipped with smoke detectors and emergency evacuation plans on the door of each guest room. Please review this important information.

IN CASE OF EMERGENCY OR FIRE: Please notify Front Desk in the event of a fire or other emergency. A map that shows emergency exits can be found on the back of your room door located in each guest room.

CHANGES & MODIFICATION TO THE HOTEL POLICY / HOUSE RULES: Buttermilk Falls Inn & Spa reserves the right to amend, modify, change, cancel, vary or add to these Hotel Policies / House Rules or the arrangements and content featured on our Hotel website at any time without prior notice. Please check our website regularly for updates to Hotel Policies / House Rules. Any modification to these Hotel Policies / House Rules that occurs before your departure is considered a part of your reservations agreement with us. A copy of these Hotel Policies / House Rules are located on our website, and available from Front Desk staff upon request.