I rented a house from this company for myself and 5 other couples The listing stated that there was a house and guest house and had 6 bedrooms. We booked this house based on that listing and because there was a separate and private bedroom for each couple that was going. A month later I went back into this particular house and noticed that the listing had changed. The guest house had been removed. I immediately tried to contact Nate, who is the agent I booked the house through. When I couldn’t reach him by phone, I sent an email inquiring about the guest house and that the listing had been changed. As you can see from the email, Nate again assured me that everything was fine and I did indeed have the guest house. If there was a problem with the guest house, at this point there was still plenty of time for Finger Lakes Premier Properties to tell me that and offer to correct the situation. We would have been happy had they told us and offered to find us another house with 6 bedrooms, but they didn’t.

Three days before our arrival (October 14), I again contacted Finger Lakes Premier Properties by email to inquire about getting the keys to the rental property. I received a response from Jeff going over the procedure and requesting a copy of my driver’s license and back of my credit card, which was provided. At that time, I also reminded him about the keys to the guest house. That was the last contact I had with anyone until my arrival at the house on the afternoon of October 17. My feeling was that this was done deliberately because they knew the guest house was not available and did not want to tell me until my arrival.

Everyone arrived at the house on October 17 sometime after 4:00 pm. On the way to the house, we called the rental agency to get the lockbox code. At this time, the agent at the rental company informed me that they had left a message on my answering machine at home that there was a problem with our rental and that we did not have the guest house. In fact, they had left this message at 10:00 am, but we had left for New York that morning around 8:30 am. I believe this was deliberate and only done so they could say they tried to contact me. We insisted on talking to a manager informing them that this was unacceptable. We booked the house with the guest house and that is exactly what we wanted. They kept telling us there was no manager available until Monday morning and continued to hang up on us. Not once did they offer to correct the situation or make it right. They did continue to lie and tell us that the guest house was not available because it was not up to their standards, when in fact, while they were telling us this, we were speaking to the people who were living in the guest house, and had been for a year. In fact, these same people told us that the last time this particular property was rented, the same thing happened.

Our feeling is that the rental agency deliberately misrepresented the property and deliberately did not contact us about the guest house until the day of arrival, so there was nothing else we could do. We feel they knew that house was not available from the very beginning and deliberately kept that from us. That is why the listing was changed a month later. We clearly did not get what we paid for and were promised. Had they tried to make the situation right in the beginning by offering to find us another rental property on that lake or another lake with the appropriate amount of bedrooms, we would have been happy and this situation would not have come about.