Finger Lakes Premier Properties — Attraction in Town of Milo

Wanted to respond to FLPP's response to my review. I have made it very clear to FLPP that their dictation of when we could use free nights is not acceptable. My family has limited vacation time and we plan it specifically around our jobs, school etc. FLPPs assumption that the offer of free nights only within THEIR time frame is not a resolution to this matter and just further exasperates their lack of customer service and making a very poor experience right.

Wanted to tell my experience with FLPP. I booked a family vacation home on VRBO for the 4th of July holiday weekend, the property was managed by FLPP and was booked and paid for prior to arrival. We arrived at the house on the check in date, after a 4-hour drive and arriving around 10PM, to find that it was already occupied by someone else (the error being the fault of Finger Lakes Premier Properties). Want to mention the occupants were on their honeymoon (extremely nice people) so awkward does not begin to describe the conversation, and we can only imagine how things would have went if when we arrived, they were already in bed and we entered the property. After a call to FLPP we were told they only had one option for us to stay for the evening and we had to drive another hour, to another lake, to spend the night in a house in a Best Western parking lot next to their Penn Yan office. I had to reroute family that were arriving later than us to this home in the parking lot. The next morning, I had to contact FLPP to determine what the resolution was to our situation, and the nice people at Best Western knocked on our door asking when we would be leaving (after someone tried to enter the home while we were in it). I was told by FLPP that they had no open homes except for one. Now, our party was 5 adults, the home I rented and paid for was a 2400 sq ft 2.5-bathroom home, the home they put us in was a 650 sq ft. 1-bathroom home. The only other presented option was “go home”. The home had 3 bedrooms, one which would maybe qualify as a walk-in closet and had twin bunk beds for one of our adult male guests. In addition, all bedrooms and the bathroom had louvered closet doors on them, and as the bathroom door was in the living room there was zero privacy. I had to cancel a boat reservation and a wine tour. We were unable to conduct our planned family activities as we couldn’t even all fit in the living room at one time which consisted of a 18” TV and 1 small window air conditioner that only cooled the small living room (with temperatures in the high 80s). Based on these events and the overall inconvenience to my family and the home they put us in not being comparable in amenities or cost to the home I contracted and paid for I requested a refund. This request didn’t seem unreasonable and I certainly assumed that meeting (if not exceeding) customer expectations would be their absolute goal considering this entire debacle was due to their error. What I got was no refund and no attempt to fix or make up for everything that went wrong. The only thing they offered was a few free night’s on dates I could not make. They maintain that the home they put me in is the same cost as the original home (for only 3 nights versus 4) and have refused to provide ANY refund whatsoever. This company has demonstrated a total lack of customer support, no interest in customer satisfaction and nothing but an unwillingness to correct in our communications. The experience has been both a disappointment but yet one of total amazement that a business would treat one of their customers in this manner and not ‘make right’ the situation. Will never use again, will never recommend again, and will go out of our way to make sure everyone we know also does...

We have rented four properties from FLPP over the years, all on Keuka Lake. We rented the Fairhaven main house and guest house in August 2022 for a family reunion. The Fairhaven Property did not meet or expectations for a premium priced rental, especially compared to our four previous FLPP rentals which had been excellent.

The main house offers great views of the lake and bluff with spectacular sun sets. It is an easy drive to Hammondsport, Penn Yan and many wineries. The property is located at the end of a narrow road so it is very quiet and private. There is good lake frontage and lots of land next to the guest house for lawn games. The gardens are beautiful and well managed.

I am not one to usually complain about most issues but when you consider the totality of the shortcomings with this property it is clear it does not meet the standard we experienced in the past. The issues include: The cleaning crew was still on the property after we arrived for the 4:00 pm check-in. They rushed to finish making the beds but it appears they passed on some of the cleaning chores. It was very awkward moving into the property while they were trying to get chores done. The bathrooms in both buildings were generally clean except for the shower stalls. The shower floors were dirty and there was mold growing where the pan meets the walls. The master bathroom sinks had mold growing around the sink drain which we ended up cleaning ourselves. The carpets were filthy in both buildings. Stains, spills and odd smells, especially on warm days. Area rugs covered most areas and were constant trip hazards. We never received an access code for the lock box from FLPP for the front door key but it did not matter since ANY four numbers could be used to access the key! Not very secure. We could rarely get the back door to lock. I would prop a chair against the door handle at night. Many of the upstairs windows could not be opened or closed as handles were loose or stripped. The smoke alarm in the kitchen was missing and I could not find any other first-floor detectors. The whole house security system is disabled so I have to wonder if there are any smoke/fire detectors in this property. The outdoor gas grill ignitor was broken so trying to light the natural gas-powered grill with a lighter was always a risk since it was not clear where to light the burner. There was a constant source of ants in the guest house bathroom. These were the large carpenter ant variety. The Wi-Fi in the main house was very good but it was very poor in the guest house with weak signal and constant drops making it difficult for family members that had to do some remote work for several days from the guest house. The window above the air conditioner in the guest house would not stay closed and was open for some time allowing bugs to get into one of the bedrooms. We propped it closed with a spoon from the kitchen. Most of the doors would stick when opened or closed, some significant.

As I stated previously, this property has some great features regarding location and could be one of the premier FLPP properties but it is not worth the premium price we paid for rent and poor cleaning. It needs a complete assessment from top to bottom before we would even consider renting it again and a review of the cleaning...

As a previous employee of this company, I have to state that I was extremely disappointed in the experience my family had at The Heart of Honeoye on Honeoye Lake. I have been away from the company for several years now, and this is not a complaint from a disgruntled past employee.

During the week prior to arrival, we received a call stating that, although all docks are guaranteed to be installed by 5/15, the dock would not be installed. We told FLPP that this was a fishing trip and the dock would play an important role in our stay and considering the price we paid for a weekend in “off season” we thought some sort of compensation should be made. The reservationist did reach out to the owner and we were told that the dock could be installed on Saturday afternoon. However, we were leaving Sunday morning and the majority of our stay would be over so we declined the inconvenience and asked that they not come to install the dock while we were there .We were told we would receive a call back and never did. I had to email two times afterward to get any sort of response, which was only a response to tell us we’d get a response

Upon our arrival, we found that the yard was very small and the dock that was not installed, took up a significant amount of space in the yard. Additionally, there was a 4 foot break wall along the shore and we had two very large, 75 pound fishing kayaks, and one three-man canoe And several smaller kayaks for our fishing adventure. every time we launched a vessel, we had to put in over this 4 foot break wall. It was significantly inconvenient and difficult , not having the dock in. . We also found that the property was not cleaned to satisfaction. There was dog hair, floating around the property the entire time we were there. In addition, there were fleas infested in the sectional sofa in the living room. Many of us had flea bites from sitting on it. We did reach out to tell the company about the shortcomings, but never really received any sort of response back.

At one point during our stay, it rained significantly and we needed to utilize the dryer for some of our fishing clothes. About halfway through the cycle, many of us noted headaches and a bit of dizziness. I immediately told everyone to go outside and open all the windows and turned the dryer off, I looked behind the dryer which was a gas dryer and the dryer vent was missing and the carbon monoxide was pouring into the house. I did notify the company about this, and due to lack of response had to fix the dryer ourselves because our clothes were soaking wet. I noted to the company that the bigger problem was the fact that the carbon monoxide detector did not go off and that could have been significantly devastating.

While trying to settle the matter with FLPP, we were offered very little compensation for the above inconveniences. We stated that we felt it was inappropriate and finally heard nothing more from the company.

The company should take customers complaints, more seriously and compensate appropriately for such shortcomings. These were not small issues. We will never use this company again for our family’s yearly...