Finger Lakes Premier Properties

Operating as a major destination management company in the New York state, Finger Lakes Premier Properties (FLPP) holds a significant position in the region's tourism and real estate market. With a portfolio of over 260 properties ranging from quaint cottages to expansive luxury estates, this dual-function travel agency and real estate firm promises access to premium lakeside experiences. However, client experiences paint a picture of a company with two very different faces: one that delivers idyllic, high-end getaways, and another that can create stressful, deeply flawed travel ordeals through significant administrative failures.

The Premier Property Experience

When the process at Finger Lakes Premier Properties functions as intended, the results are often spectacular. Numerous guests report seamless experiences and stays in stunning homes that are meticulously maintained and equipped. Positive feedback frequently highlights properties like "Deer View" and "Waters Edge," describing them as beautiful, high-end rentals with every imaginable amenity. Guests have praised the fully stocked kitchens, often featuring premium appliances, comfortable furnishings, and breathtaking waterfront views. For travelers planning group travel or elaborate family gatherings, these well-appointed homes serve as the perfect backdrop for creating lasting memories. One family noted that their rental had a dining table for 12 and a breakfast nook for 8, showcasing the capacity for large groups. This focus on high-quality vacation home rentals is a clear strength, positioning FLPP as a go-to for luxury travel in the area.

Furthermore, the on-site property management has received commendations for its responsiveness. One group experienced a septic problem, a power outage, and a subsequent WiFi failure during their stay but reported that the management company was quick to address each issue. This level of on-the-ground support is critical and suggests a competent maintenance and local operations team dedicated to guest comfort once they have successfully checked in.

Significant Risks in Booking and Customer Service

Despite the quality of its properties, a significant number of client testimonials reveal critical flaws in FLPP's booking systems and customer service protocols. These are not minor inconveniences but catastrophic errors that have ruined vacations. One of the most alarming issues is double-booking. A family recounted driving four hours to their rental, arriving late at night only to find it already occupied by a honeymooning couple. The agency's error left the family displaced and deeply inconvenienced. The alternative offered was not a comparable property; they were moved to a house an hour away that was a fraction of the size (650 sq. ft. compared to the 2400 sq. ft. they booked), had only one bathroom for five adults, and lacked basic privacy, ultimately forcing them to cancel planned activities like a boat reservation and wine tour.

In another severe incident, a customer meticulously planned a rental, received owner approval for extra guests, and confirmed their intention to book via email. After being told the reservation would be finalized the next morning, they called back only to be informed that the property had been sold the previous day. This points to a profound lack of internal communication between the company's real estate sales and vacation rentals departments. The agent's response was reportedly apologetic at first but became dismissive, and follow-up attempts to find a suitable, price-matched alternative were met with silence. This lack of accountability from management is a recurring theme in negative reviews.

A Tale of Two Service Models

The contrast in customer experiences suggests a sharp divide between FLPP's on-site property services and its central administrative and customer relations teams. While the maintenance staff may be responsive to a faulty septic system, the office staff has been described as slow, uncommunicative, and unhelpful when faced with their own booking errors. The company's resolution process appears rigid and unsympathetic. In the case of the double-booked family, their request for a refund was denied; instead, they were offered a few free nights on dates they could not use, with the company indefensibly claiming the vastly inferior replacement home was of equivalent cost.

This inflexibility and failure to "make it right" is a major red flag for anyone considering their travel planning with this agency. While positive experiences highlight a smooth process, the negative ones reveal a system that, when it breaks, breaks completely, leaving the customer with little recourse or support.

Final Considerations for Potential Renters

Engaging with Finger Lakes Premier Properties presents a high-reward, high-risk scenario. The potential reward is a stay in a magnificent, well-equipped lakeside home perfect for a memorable trip. The risk, however, is substantial and involves the possibility of systemic failures that could derail a vacation entirely.

• The Upside: Access to a large, exclusive portfolio of high-quality holiday packages and luxury homes. Properties are often well-maintained, beautifully decorated, and ideal for large groups or families. The simple booking process, when it works, is efficient.
• The Downside: Documented instances of severe organizational failures, including double-bookings and renting out properties that are being sold. Customer service for resolving these major issues is consistently reported as poor, with a lack of communication, inadequate solutions, and an unwillingness to provide fair compensation like refunds. The company is also not accredited by the Better Business Bureau.

For potential clients, the prudent approach would be to proceed with caution. It may be wise to seek multiple confirmations of a booking as the travel date approaches and to have clear, written communication regarding all details. While FLPP operates as a key tour operator in the Finger Lakes, the inconsistencies in service mean that travelers are betting on the system working perfectly, as the consequences of it failing appear to fall squarely on the customer.