While it all worked out for a nice extended weeken...

While it all worked out for a nice extended weekend getaway, I'm only rating 3-stars based on the unacceptable customer service received when we experience issues with our rental upon arrival.

We arrived at the rental, the Jacuzzi in the master bath on the 1st level was full with water running (not sure how long) which flooded the lower level. Also, the unit rented was not the same as what was pictured on the website when we booked the reservation online. The layout was completely different and it had Queen and Full beds, not the king and Queen beds we needed to accommodate 5 adult couples.

The on call service was contacted regarding these issues. Unfortunately the service rep (don't recall his name but he was taking calls at 7:00 p.m. on Friday the 11th of December) dispatched maintenance regarding the flooding but was RUDE, ARGUMENTATIVE, and DISMISSIVE regarding our concerns about the bed sizes and the obvious online misrepresentation of the unit. He told us we were told that we were wrong about the bed sizes not being correct because he had been to the property before, and that the pictures online had to be accurate because the property was rented previously. Fortunately that was our last dealing with this individual as later service calls were handled appropriately by different reps.

The maintenance tecnician came out quickly to assess the flooding. He was friendly and professional and quickly assessed that external service company would be needed called in to address the flooding fully.

Shortly after that determination, a rental agent named Alysen contacted us. She was tasked with moving us to another lake-front unit. Alysen offered an upgraded unit about 15 minutes away and committed to follow-up with the marketing team to address the online picture discrepancy. She was professional and patient, sending us pictures of the new rental for approval instead of telling us the this unit was the only option.

Sadly our initial dealings with the initial rep soured my experience, as had there not been flooding, I feel that our accommodation concerns may not have been addressed. Because of this I will not book through nor recommend Tailor-Made as my first option going forward.