CEDAR VISTA - - DO NOT STAY HERE THERE ARE KNOWN ISSUES THAT ARE NOT PROPERLY BEING ADDRESSED!!!! This home was not up to par at all! This home wasn't cleaned properly, had holes in the floor covered by random rugs, LOTS of dog hair throughout, a pool toy from the previous family left in the pool (that was supposed to be extra clean due to COVID), too much chemical in the pool causing a rash on one of my family members, a cold, leaky and non-functional hot tub, a dishwasher that wasn't properly secured, and "heated" pool that didn't work right and then didn't even re-heat properly once the tech claimed it was fixed on the day before check-out. I was informed by an agent/employee in their office that I would be compensated for one night's stay prior to being given an amount for the credit for the pool and hot tub. I didn't request it, it was offered without me even having to ask. That was a lie and they are choosing not to honor the refund! Therefore, I do feel as though it would be proper customer service (especially under the poor circumstances) that a refund in the amount for one night be honored in addition to the credit for the pool and hot tub. I would even be happy with a credit for a future stay (full or partial) to make things right and at least offer me and my family the opportunity to enjoy the home we paid almost $4,000 to stay in. We could've chosen to stay anywhere else, but chose Cedar Vista and clearly wasted a lot of money. I also don't appreciate only receiving email communication from Tiffany (the manager) instead of providing the courtesy of returning my call and speaking with me in person vs email only. Only replying via email comes off as very dismissive and appears that you don't care to provide common customer service. read more

Wish I could give 0 stars as I don't even get the choice to go here. It's discriminatory for them to make the rental age 24 as not every single young adult is chaotic and destructive. Wanted to go on vacation with my friends, all of whom are responsible adults and cannot go as this company has decided not to open their doors to us. Prejudice is disappointing. Will be spending all my money anywhere else for the rest of my life read more

We stayed at one of their properties over Christmas week. The day before we arrived they said the sauna did not work and they would credit us $350 for the inconvenience. It is now 3+ weeks since we left and I have called them 5 times because we have not gotten the credit. I have left voice mails and was told that someone would call me back. They even checked their notes and said he credit had been approved on 12/20/20. They have been non-responsive. I will look to rent from another company next time. read more

I wish we could do zero or negative stars. Do yourself a favor and use ANYONE else for your vacation rental needs. This company has been nothing but liars and absolutely sketchy. We booked multiple houses for our family and friends coming for a wedding in October. We verified before booking that should COVID change the wedding plans we would be fully refunded. We were told this by multiple employees and the one we specifically used to book the houses. The wedding has now had to be rescheduled and they say they never made this agreement (I even wrote it into the contract questioning that they agreed to this) we were told it wouldn't be refunded now unless someone books it. Who is going to be booking in a pandemic when we can't even get there? They have lost our business and that of the wedding guests moving forward we will work with ANYONE else. We will be telling everyone we know and all guests attending the wedding about how awful their customer service is and what liars we are dealing with and make sure they book elsewhere. Avoid the lies and sketchy behavior! We will be there next year and report on the other companies who have been very responsive and accommodating to the current times. Ive only used yelp to write positive things but feel people should actually be warned about this company. read more

I was looking for a family vacation house rental in Deep Creek and came upon Railey Vacations. Website was easy to use and fast to filter and show different options. We settled on Paradise Cove Vista and the family loves it! The pictures on the website depicted the house perfectly. I had a few questions prior to arrival and Railey were quick to answer and super helpful. Review would be 5* but the key code given was incorrect, however, a call to the office quickly remedied that. The family is already asking when we'll come back. I sense an annual vacation to Deep Creek is in the works and we know to use Railey to find our vacation house! read more

We rented Stairway to Heaven last year and had such a great experience that we are returning again this summer. Although we haven't reserved yet, we received great customer service from Devyn in Reservations. I told her our requirements both mandatory and not, and Devyn forwarded us three perfect options within minutes. We are excited to pick a place and visit this summer! read more

Railey Vacations - Love the beach at Deep Creek Lake State Park! - Vacation Rentals Near Me - McHenry, Maryland

Lack of Empathy and Compassion Our group of five families had made reservations through Railey for a weekend trip prior to Thanksgiving to enjoy a weekend away in Deep Creek prior to the holidays. We had made these reservations months in advance when we felt comfortable with where the COVID numbers were and a lot of restrictions having been lifted. Fast forward to mid-November the COVID numbers in both Pennsylvania (where our party was from) and Maryland continued to rise causing both states to enact stricter restrictions and travel orders. Namely, requiring a negative COVID test 72 hours prior to traveling to that state, and/or quarantining on return from travel for 14 days. We called Railey several times over the course of a week or so to see if they would work with us given these new restrictions. Keep in mind, for a 2-night trip, our party would have to either have multiple negative tests or have to quarantine upon returning home. The latter a near impossibility given that members of our party work in the medical field and in education. Meaning that for a 2-day trip, it would cause a lot of disruption to both personal and work life. Railey was uninterested and flat out callous in their attitude about the situation. Our group was not trying to cancel the reservation or get our money back, we were only trying to move the reservation to an open date (of which there were many for the property) after the holidays sometime in January or February. Railey would only hold firm to their policy, no exceptions, hiding behind the fact that while travel restrictions were in place, rental agencies had not been "closed". That policy is cancel, pay an extra $300 fee, and have them try to rebook. If they cannot rebook, too bad, you're out the money, if they can rebook but rebook for less you owe the difference. For a 2-day trip...on a property that will be sitting idle anyways given the current COVID situation. Just so there isn't any misunderstanding, the group completely and fully understands the cancellation policy. What we were asking is that in light of the COVID situation worsening and increased travel restrictions that Railey find it in their good will and decency to work with us in allowing us to postpone the trip. Instead Railey has decided to hide behind policy. So now, instead of a review of how during a time when understanding goes a long way, and Railey worked with compassion to assist us, you have what is presented above. So that's five families who will never use Railey again, and hopefully countless others reading this review do the same. If ever there was a time to show empathy and work with customers, now was it...Railey chose not to and chose greed and clinging to policy. read more

They double booked our New Years Eve trip. They called and offered us nothing for THEIR MISTAKE. They offered no other options. No extra compensation. No ski passes or lift tickets. NOTHING for THEIR MISTAKE. The worst customer service ever. They could care less about us being inconvenienced. We were a group of 12! Also, they wanted to charge us $100 extra to check in at 1:00 pm. DO NOT RENT FROM THEM! read more

Customer service is TERRIBLE! I would highly recommend going to Taylor Made instead. Hope all my friends in the D.C. and Pittsburgh areas read this and STAY AWAY! read more

Recently stayed at Copper Canoe. First day we had no heat the 2nd day maintenance came but it took a 2nd phone call which was most of the day to turn the gas back on to the home in order to have heat, so everybody froze that night. Not enough blankets. 2 fire places was out of order one in the pool room n the master bedroom fire place was broke since last years visit. The old stove was replaced but left in the sitting area. Hot plates lined up on the counter where there is usually a sitting area to eat from the stove once being inoperable! These things should have been corrected because the house is expensive to stay at & is not cheap at all. The maintenance guy was great but still couldn't fix the at least 2 other fire places. read more

Disappointing every step of the way. From booking the trip and being given promises we later learned could not be kept, to the horrible cancellation policy; despite the fact that we are still in a pandemic. Even a state ordered quarantine for COVID exposure is not a reason to warrant refunding our money. When we called to explain our situation one week before our trip, we were told that we would only get part of our money back and that was if they could rent the property for the weekend we had give up. Later when we called to see if we could try to reschedule so that we don't lose our money, we were told that was only if a manager approved us trying to do a reschedule. We were told to expect a call back, but never received the call. It's sad because all we wanted to do was just spend a few days away in our home state in the mountains. read more

Renter beware! While our group was ecstatic for our annual getaway to Deep Creek to be at Highlands Hideaway, we were unfortunately met with unsatisfactory accomodations upon arrival and poor property management by Railey. We arrived to a broken fireplace in the main living room (with no intentions of it being fixed during our 4 day stay and a handwritten paper note informing us of the repairs needed), an unusable deck/outdoor couches/firepit due to lack of shoveling and snow removal, a non-functioning dryer (would NOT dry clothes no matter how many cycler were run), mold in a bedroom closet (eww!) and a BROKEN HOTTUB (the main reason we rented this house). After calls and calls to the Railey service line - NONE of those items were properly addressed. A hottub repair person made 3 trips out and even commented "I am here every weekend servicing this" - why the owner and Railey do not want to properly fix the hottub or at least inform renters that they will not be able to use it is unacceptable. We were left with 12 heartbroken kids all weekend. Eventually Railey simply stopped answering or responding to our service requests which left us feeling incredibly frustrated. Upon returning home we reached out to Railey to try and remedy our experience and that process has been... you guessed it... subpar. We were offered an embarassing refund amount for 4 faulty items that had quite an impact on our trip and overall experience. Our five families will not be returning Railey customers and highly encourage you to take precaution when booking Highlands Hideaway. read more

We rented a home from them and the pillows on each bed were disgusting like they hadn't been changed in 15 years. They were brown and molded. The beds were hard as bricks and the comforters were dirty. The carpet in the basement was filthy. We had to wash all the sheets and pillow cases. They don't change or keep their bedspreads clean. I wouldn't recommend this place to anyone. Stay away! read more

Let's start from the beginning: We rented "Simply Divine," in Deep Creek, Maryland for a family snowboarding trip. Upon arrival steps were coated with 6" of snow and ice- not okay for an infant, pregnant woman and grandparents. The code would not work to access the townhome. After an hour and half wait for maintenance to "change the batteries" on the lock box, I called Railey for the 4th time. I was then given a different code that allowed us inside. You walk into the so called third bedroom- cold tile floor, with the bunk beds and couch as pictured, but it is not a bedroom by any means. The blinds are broken, trash under the bed and red marking smeared over the bathroom mirror. Go upstairs to unfinished dry wall, coffee pot with so much residue it could not be used, and metal shavings falling off the ice cream scoop. Baseboard heating not properly working, and window in kitchen that is unable to be shut. God forbid you want to use the hot tub, if the ice cycles fall from above and hit someone you would be dead. Upstairs the bathrooms are renovated and nice, but towels smell of smoke, walls are dirty, dog hair on the steps and blinds that block no light. The most disappointing part is the townhome is advertised as ski in and ski out. IT IS NOT. There is no "small hill" to climb, all our family members were not able to make the travel that way to the slopes. It is also much further than 150 yards, with no view of the slopes. When we addressed the issue with Railey Rentals we were told, "I am sorry about that, but there is nothing we can do about it." This was a waste of money and the rental company provided the worst service we have ever had. read more

Had to cancel due to Coronavirus travel concerns for travelers from five states. They did not answer multiple emails and phone messages. Beware of cancellation policy - it seems they can hold more than one deposit on the same property. Very disappointed. We'll look elsewhere for a future family reunion. read more

After booking our July 2020 vacation in October 2019, We were informed 5 days before our vacation was to have begun that the home we rented was no longer available and just like that our vacation was cancelled! The home was sold and the buyers did not want to rent it. The problem is there is absolutely NOTHING to protect the renter in this situation. There should be, at minimum a period 30 Days where the new owner is obligated to honor existing rental contracts or pay some kind of penalty fee to the renters. With such short notice, nothing else pet friendly was available - including at the 13 different alternative destinations we checked. Orchestrating getting a big family together who are all grown with their own families and work schedules was nearly impossible but we finally did it - only to have the rug pulled out from under us. Railey Mountain claimed they told us the home was for sale - absolutely not true and our contract states nothing of the kind. It only states if the home becomes "un-rentable" and it is written so that it sounds like if the renter causes it to be un-rentable - not the owner. Had we known this we would never have rented the home Railey mountain policy would not have allowed us to break the rental contract unless a new renter was found. They knew the home was for sale, they knew when the closing was - they could have at minimum given us a heads up. Not their policy. Yes our money was refunded but because there was no notice we lost out on the first family vacation we would have had in almost 5 years. Everything is written to protect them (Railey Mountain) and the home owner, not the renter. Bad business - potential renters beware and BE AWARE of this policy. read more

Our family has rented multiple homes at the same time with Railey Mountain Lake Vacations. Recently (7/11-15) we rented three 5-bedroom homes in the Lake Pointe. I am certain that it will be our last time. The home that our group rented (Wisp Watch) was priced $125 more than we paid last year; however it was not as we expected. Here is my list: We had an excessive amount of spiders, spider webs, daddy long legs, and other bugs. The ceiling fans were loaded with webs. Bth of the sofas were stained and the sectional sofa needs to be replaced. Sitting on it was difficulty; it sinks very low. The hot tub never got hot. The drain in one the upstairs bathrooms drained so slowly that we ended up with about 8 inches of water after a shower. The air conditioning system did not increase or decrease (there was a note on the thermostat saying that the owners were managing the system). The larger grill that we used last year was not there; it had been replaced by a small Weber that did not accommodate our 12 guests. Will we use Railey again, absolutely not. -D read more

While the property itself was okay, the customer service at Railey was absolutely horrendous and shockingly inept. We had a very serious issue with the renters in the unit next to ours (also a Railey property) and Railey did NOTHING to help us with the situation. We had no choice but to leave a full day/night early because of the other renters next door and end our family vacation early because of the atrocious apathy of the Railey agents. When we asked for help, we were completely ignored. I am still in shock how rude the agents were, I have never witnessed such poor customer service in my life. Once we got home, I attempted to call and resolve issues, but, as I expected, no one got back to me nor made any attempt to make things right. My advice is to stay far, far away from Railey; they do NOT have your back, do not stand by the contracts they make customers sign, and truly do not care about you. I wish I could give negative stars, they are not even worthy of one star. read more

Booked a house called Beautiful Day, part of the Lakepointe community, at the base of Wisp Resort. Check-in was smooth and fast; received a welcome bag with some necessities which was an added touch! House had plenty of cookware, dishes and blankets. Wifi worked just fine with 5 people using it. The slope lights and snow making made a great nighttime backdrop; very peaceful. If I had to complain about something it would be that the hot tub feels exposed (not private) and not close enough to door for winter dips. In no way did that affect the overall satisfaction with our stay. read more

Railey Vacations - Living room very comfortable - Vacation Rentals Near Me - McHenry, Maryland

Will NEVER rent from Railey again. Called to ask about the bedroom situation in a house we rented for New Years. We were then informed that the house had been sold to a new owner who did not want to rent the house out. They neglected to tell us this until we CALLED OURSELVES. To make matters worse, they NEVER apologized!!!! If we would've drove all the way to Deep Creek and Railey tell us we couldn't get our house, their office would've been destroyed by my hot-headed father. Railey offered us a house after we called and complained but this house was not even in Deep Creek, it was 30 minutes away. Super unprofessional and cold, we never got an apology. read more

This is my second time staying at Summit Ridge property. The first time was nice and clean. This time it was the worst. We had to clean the because it was dirty. It was a few things break. I called emergency maintenance because the pull away beds didn't have mattresses so they brought two blow up bed witch was fine it they didn't have a slow leak. I called them back to let them know. The lady told me I would have to wait for two hours I told her that was fine. I asked her if she can check the beds to make sure they don't have any issues. When they brought the next bed that also had a slow leak. I call the next day a let them no they told me there's nothing they can do. The furniture needs to be updated. I won't stay at the property again. read more

This was the worst experience that my family and friends have had by far!!!! From the moment we pulled into the complex to the day we departed. Upon arrival, we unload and start checking beds and doing minor cleaning only to find dirty sheets and a comforter with semen on them. Another room had a broken bed and upon trying to fix the bed the couple found undergarments and a dirty face mask. Then one of the couples walked downstairs to was their sheets and the washer was broken and they had to wring their sheets out by hand. As we attempted to put our food away we realize that the fridge wasn't working. This was all on the first night there. Housekeeping came over and maintenance as well to try and help, and housekeeping checked all the beds and changed every bed in the house because she said they were all dirty and agreed that it was semen on the bedspread, she brought her father with her and said that the office told her that we were angry hostile black women and if she had any problems out of us to call the police... That was horrible all because our home had several issues. The housekeeper and her father stayed there with us and talked for over an hour, and didn't see angry black women in site!!!!!!!! Maintenance said the fridge just needed to cool off however a day later it went up and some of our food spoiled. They brought over another fridge and sat it in the hallway in front of the door, what an eyesore on your vacation. And left the other one in the middle of the floor for over an hour before they even brought another one. The TV's had a parental lock on them and we could watch 6 channels on one TV and 1 channel on the others, and the owner refused to give us the code after we paid a great deal of money to stay there. Our kids couldn't watch TV or anything. We contacted management and they said that we would receive some compensation, however, since then no one has returned my phone calls or called to offer their apologies for all the trouble we went through while we were there. The home that we stayed in was 247 #6B Winding Trail Lane "Middle Lake Overlook". The management is horrible, and they could care less about your complaints, do not book a vacation home through this company you will regret it! I still didn't post all that was wrong but it was really bad! read more

My rating is zero. No stars. My family (that includes an 82 year old woman and handicapped woman who is immunocompromised and in a wheelchair) rented a vacation house for the first month of June 2020. Railey does not seem to understand that the world is in a virus pandemic and our entire country is shut down. Not only has the governor ordered us to stay home, but the Garrett County Health Officer has banned any vacation home rentals in Deep Creek. Railey Vacations will not give us our deposit back. They want to wait to see if the quarantine opens up before then. So even then, when people are still going to be scared and again, my family members who are in a high risk category for the virus, we will not get our deposit back. I realize small businesses are in trouble, but good customer service would go a longer way than my deposit right now. read more

The house was beautiful and the location was great, however I will never be renting from Railey Vacations again. The fire alarms did not go off as a chimney leaked into a guests bedroom while she was asleep. The room filled with smoke and she was in there for hours and has asthma, it was a very scary experience and Railey Vacations claimed we lied about it instead of trying to make the situation better. They had to sleep on the couch, we lost use of amenities, and they did not care. They even sent us "video proof" that everything was working and lied about the dates the videos were taken. Heads up Railey Team, videos are timestamped so we can see if you are lying. It was an extremely disappointing response. I would have given them a much higher rating had they corrected this situation appropriately. read more

Stayed a Lakeshore Breeze from May 9th. to the 12th. of 2019. Beautiful View and Fantastic Location. But on the negative side, the Hot Tub never worked , Dishwasher did start but wouldn't STOP so couldn't use it and the wiring on the WiFii and Computer was tangled and not connected. I fixed that myself, but what a mess. Overall had a nice time, but the House itself was VERY dated and needs renovated asap. read more

We just completed our first Railey Mountain Lake rental. On our way to the office to pick up key Saturday afternoon there was last minute snag with property. Railey office made non-stop calls and emails until we were contacted about the issue. We arrived office and immediately met by staff member who explained situation and offered several options, all upgrades to what we had purchased. We were able to contact other members of our group and reroute to new property without issue. Excellent service and communication. We enjoyed a great week on the lake in beautiful property. read more

Well I have never used Railey Mountain Lake Vacations before and I don't think I would EVER again. We encountered a situation where our cabin was infested with BED BUGS and it contained dishes that were dirty. Three of the members of our 13 person group woke up with welts on their arms from bites and management refused to listen to our complaints. Instead they promised they would put us into a different cabin and then told us there was no availability despite what their website said. After we threatened to contact the Better Business Bureau and the Health department they said they would give us a refund and two free ski passes. When we said that was a slap in the face since they knowingly (earlier in our conversation they said they treated the cabin the week before) put us in a room that was not confirmed to be pest free they said they would give us 13 free passes if we refused to write unsatisfactory comments or post pictures of the welts we received. Be careful when renting from them and check the beds before settling in. Should you encounter issues be prepared for an uphill battle if it inconveniences the manager or the owner. read more

Railey Vacations - One of the welts a resident woke up to on her arm at Railey Mountain Lake Vacations. - Vacation Rentals Near Me - McHenry, Maryland

DO NOT USE THIS COMPANY! We visit Deep Creek on a regular basis. This is the first time we used Railey Vacation and it will be the last. We rented a 4 bedroom, 4 bathroom lake house for 12 people. They advised a hot tub, an outdoor grill and 8 televisions. Upon arrival the house has dirty, the basement had a strong odor of urine, the hot tub was filled with dirty brown water, and the grill didn't have propane. We immediately attempted calling the company with negative results. Contact was made the next day after water started leaking from the ceiling of the main floor bathroom. The water was coming from the upstairs shower ( that had mold throughout). A hot tub guys as well 5 other contractors came through the day so we couldn't leave. They didn't fix anything, not the smell of urine, not the shower that had the floor rotting causing water to leak into the lower bathroom, not the propane and the hot tub was emptied and filled with freezing water that took 24 hours to heat. Only 3 of the 8 televisions would work and all of this was during a cold spell. In short we ended up with 12 people, two bathrooms (.in different buildings), 3 TVs and one day of a usable hot tub. This company is impossible to get a hold of unless you are renting something. None of our issues were resolved and to top it off they changed my credit card 85 dollars in error and have yet to correct it. DO NOT USE THIS COMPANY! They do not care about your experience, their customer service or what is right. We only stayed 3 days, two of which were completely ruined by them. Approximately 2,500 dollars and they offered us $100 refund. They also never reimbursed the money for the propane which we were told they would. On top of all of this. We were told the home owner knew the floor in the master shower was bad and had been putting off fixing it. Due to the neglect it was severely rotted and we were lucky we didn't fall through the floor. read more

Broken hot tub, broken fridge in kitchen, used condom found in master bedroom. Asked for extra firewood to make up for it (retail value $70) and they did not agree. Stay away. read more

Not a great experience- the house we rented was good, but we will never rent again because of Railey and their team. We arrived Saturday night to our rental and could not get in. After calling Railey they said it would be a 30-45 min wait. Long story short, after more than a 2 hour wait with no one coming we left for a hotel with our 3 kids. Then, no one even called us Sunday morning to fix it or help get us in the house, we had to reach out time and time again. We were even super understanding when we had to wait 30-45 minutes on Saturday night to get in after a long drive, freezing cold and three kids under the age of 7. But the rest was unacceptable. If we listened to the Railey team we would have been out in the cold all night, as not one person even showed up after a 2 hour wait. We had to keep calling to get updates, she wasn't calling us and no apologies were offered. More than a week after out stay, we had to go back and forth with them to even get reimbursed for our full night lost. Horrible customer service. I feel bad for the home owners who have Railey manage their properties. read more

Rented a house for a girls weekend trip. I was caled the night before and was informed that for a " small fee" we could get an early check in at noon. Because i knew we would not be arriving till after 2 pm i turned it down. When we arrived a litlle after 2 we were informed that the house would not be available till 4. I asked why i was offered to pay for an early check in the noght before and now i couldnt get in until four ( mind you i checked online and the house was not rented the whole week before our arrival) i asked if we could pay for a 2 pm check in and was told no it would not be ready till 4. Not wanting to ruin our vacation we went for a quick lunch. I arrived back at 3:55 and was told the place "really isnt available till 4" this time i argued that the paperwork would take the last 5 minutes up plus we needed to drive to the house. The house itself was very pretty and large enough for our group but not one of the televisions worked! We called the next morning and they sent a young man out but he was only able to fix the one in the livingroom. The hot tub worked well but upon returning home my daughter came down with a nasty case of folliculitis which is cause by bacteria growing in a hot tub. I made a courtesy call to the Railey office to inform them that they may want to check the hot tub at our rental and was met with attitude and disinterest from the woman on the phone. I was informed that they do maintenance on the hot tubs but after i returned i see numerous reviews regarding disgusting hot tubs. If you want to deal with caring professional people this isnt the agency for you. We will rent in deep creek again but not from this company. read more

Cedar Chateau 8 bedroom/really 7 bedroom house - be advised bring your own comforters the ones provided are only changed 3-4 times yearly - NASTY i found out the hard way. I booked this rental to celebrate my birthday and was totally disappointed with the outcome. We paid for early check-in , arrived and housekeeping indicated she was still cleaning it. First sign!!! This fee was reimbursed. Good thing we paid for an early check-in the house smelled moldy - worst in the basement areas. I ran to Walmart to purchase cleaning supplies and air Wicks for the entire house- i had guests arriving shortly and didn't want them upset. My husband and I noticed wet areas and contacted staff - which saved the homeowner $$$. Maintenance made the repair and hung damp rid bags - i was constantly cleaning and making sure my guests were comfortable - i spoke to Leslie Miller and she indicated my concerns would be discussed at their staff meeting for a possible reimbursement. I later learned my early check - in fees were "graciously refunded" that's a given we couldn't access the property. Really???? How about changing the comforters on the beds, washing the stinky pillows on the beds, upgrade the mattress and furniture in this rental!!!! Also,The dryer didn't work property!!! I felt like the maid the entire weekend cleaning - what's the purpose for paying all that money for a rental and you have to clean and make all the countless maintenance calls for two days straight !!! Maintenance will come out and make the necessary repairs. Never again - i was offered $100 voucher towards a new booking which is insulting - i will not be returning. That's the way you show your appreciated - I'm done!!!! read more

Perhaps maintenance has improved, but apparently not according to other reviews. The following comments relate to a rental 2 yrs ago that I unintentionally posted to another Railey business. It was so bad that I am taking the time to repost here. Unfortunately they have a dominant market position, presumably charging owners a lower fee - but then doing a lousy job. Very disappointed in a weekend rental they manage. It was a large house for almost $3k (for 2 nights) so one would think we deserved a clean place, but they obviously did not check inside the cabinets or do other normal cleaning. Renters are expected to clean as leave but no sponge or cleaners are provided. Lots of dishes, glasses and utensils had food and grease on them; while prior tenant(s) should have done better, the management company has ultimate responsibility. Picnic trash was on the deck, screened porch and yard. Kitchen counter sticky and porch table had so much caked on liquid it was visible from yards away. Ice and packed snow at entrance sidewalk was treacherous. There was no key for the lock to the pool. I could go on, but you have probably heard enough! Railey does not deserve your business. read more

We've rented from Railey for many years, but the quality of their properties has declined severely. Besides the fact that the two properties we rented weren't ready at check-in time we've had the following issues: -Damaged dock, partially sunk with steps missing from the ladder -Broken and mildewed deck furniture -Unmaintained trees with branches ready to fall -Yard unmaintained with leaves and weeds everywhere -Refrigerator/freezer that failed on day 3 -Items in kitchen drawer covered in mold -Kitchen sink partially rusted through -Partially torn carpet and repaired with duct tape -Septic system not functioning upon arrival With weekly rental fees in excess of $4,000, we expected a bit more. Don't be misled by the beautiful pictures on the website, it's clear that the maintenance and cleaning are being totally neglected. We've made these concerns clear to management, but they explain that this is their busy season so no other properties are available. Railey is the dominant provided in this market, but I'd recommend finding another property management company if possible. read more

Stayed with them twice now, with several families. Most recent stay was a property called "Oak Haven" which is rented as "no pets permitted." We had wanted to rent the property we stayed at about 6 months ago, but when we asked if the pull out couch had been fixed (no support on foot end), it had not. I appreciated their honesty about that. I had specifically discussed our pet allergy issues with the reservationist, who was very helpful. On arrival at Oak Haven, we found a dog food bowl and mat in the dining area of the home. As it was late and we had small children along we decided to see if we could tolerate this. On reporting this the second day of our stay, nobody seemed able to explain it. Nobody ever called to discuss or remedy the situation. Home is very spacious. Jetted tub in bath works. We appreciated the small starter bag of paper towels, etc. Home was clean, and we are all pretty neurotic about this. Most dishes had food on them, kind of like they had been washed in dishwasher without any pre-rinsing. Dishwaster detergent cup is broken, so this may have had something to do with that. Heat is difficult to control but tolerable. Most beds were pretty comfortable, perhaps excepting the two twins. But, kids will sleep just fine there. Hot tub was also clean. Internet worked well. Fireplace was nice, with plenty of large wood, but no smaller wood to get fire started easily. Furnishings are a bit rickety--some are dangerous if you have children. For example, a clunky VCR cabinet in the loft actually falls apart if you try to move it at all. The air hockey table advertised is also broken--still works and the children weren't wise enough to know that it wasn't quite right. :) Unfortunately, the hot tub didn't work. There were some error codes flashing on the control panel. When we called to report this, Elaine was very nice and had the hot tub tech, Nick, call us. He suggested we fill the hut tub with more water with the hose out back. (If they service their hot tubs weekly as they indicate, why wouldn't there be enough water in it?) We connected the hose to the spigot, only to find that the hose was evidently filled with frozen water, so we could not fill it. We found a bucket and filled the tub, but this did not restart the system and the error codes remained. So, we called Elaine again. She explained that the tech was in a class, so he would be out in about 1.5 hours. When he arrived, he did not speak to any of us, but serviced the hot tub and left without explaining whether we could use the tub or what had happened. We called Elaine who was very apologetic about his behavior. She asked that we get the card from the side of the tub and read it. We then read that he had added chemicals, so we could not use the tub for at least another hour. Funny, we didn't need chemicals when we added water, but I guess it meant Nick didn't need to return to service that hot tub in the next 1.5 hours. :) Elaine stated she would follow up with us and would see to it that a discount was provided for the hot tub malfunction. It has been over a week and nobody has called or connected, but they cleary have our email as they keep sending automated messages. Today when I called to follow up, both Keisha and Elaine are mysteriously unavailable. Christie, who took my call, was rather short and not very helpful. Regarding the "pet free" issue, she stated she didn't have any notes about that. She actually asked me, "Well, was the home clean?" Clean seems a different issue that suffering allergy symptoms on your vacation after you've paid a premium for a nice place. read more

We're very disappointed in Railey Vacations property management, and will seek properties managed by other companies for future stays at Deep Creek. We stayed in late June/early July 2019. We selected the property in comparison to others we considered based on its stated amenities, including a hot tub as our most desired amenity. Upon arrival, we immediately noticed the grass had not been cut and was roughly 18" high. It took several hours for Railey to address the lawn. When we opened the hot tub, we quickly noticed its green color and foul odor. After waiting several hours for a maintenance person, the answer was that the hot tub had to be drained, refilled, and reheated (so no hot tub on day/night 1). The next day, after spending time on the lake, we returned to bright orange/brassy water in the hot tub. We called Railey Maintenance again. The person answering the phone at Railey Maintenance said it would take several hours to get a tech out to look at it. She stated she was "sure it is fine to use". She stated that it is a "known issue" in that area of deep creek that there are elevated iron/metals levels in the water and that they've addressed it with the home owner. Nonetheless, she continued to state it was fine to use, but she would send a tech out if we really wanted one. I told her to send the tech out. We waited for the tech. He tested the water and the iron/metals levels were off the charts, and indeed, advised that we not get in the hot tub as the iron/metals levels were higher than anyone should consider submersing in. So again, drain, refill, and reheat, with some futile expectation that the water will somehow not have super high iron/metals levels. You get the point, we had no hot tub our entire stay. Yet knowing this, Railey still rents this house with the hot tub as a stated amenity. Lastly, upon arrival, 1 of the 2 trash cans was completely full and very rancid, and clearly had not been emptied in a couple weeks. Bears, of course, love rancid trash, and our son walked out of the house and was surprised by, and within 20 feet of, a bear. The bear then tore the trash bin apart. These are ROUTINE maintenance issues that should have completed by Railey without fail, to allow guests, including us, an enjoyable, safe, and worry free stay. We would have been happy to not have any contact with Railey during our stay. It took Railey a couple weeks after our stay to take the issues "before the board" to determine if they would offer any compensation. After wasting vacation time and much time after my vacation dealing with these issues, Railey would only offer an insultingly small refund of the price we paid. Avoid Railey managed properties. read more

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Working with Railey was pretty painless- check in & out was easy. They answered my questions about the property in a timely manner. However....we got a document Prior to check in explaining that the neighborhood in which we were renting our home was a residential quiet neighborhood and that We should do our best to maintain a quiet atmosphere after a certain time at night. I'm not sure if everyone adheres to that because our neighbor had a wild ruckus of a party the first night we were there. They were up till 2 AM drinking and making a LOT of noise. With little kids, it's not ideal. Not Railey's fault, but We were given the idea that we were renting a home in a family friendly and fairly peaceful neighborhood. The reason for the two star review is mainly because I was unable to submit a review for the particular property we rented. Despite multiple attempts to review it my request went unanswered. The house we rented resembled the pictures online, but the cleaning of the home was borderline atrocious. The outside of the home didn't look like it had been cleaned in years. There were cobwebs everywhere, bird droppings and bugs. The outdoor furniture was disgusting. All the chairs had bird droppings. The deck had not been cleaned in a long time. There were so many cobwebs on the door leading to the Hot tub that we did not dare even try to use it & the deck has a lot of bit droppings. We were pretty certain that the hot tub probably hadn't been touched or cleaned either. The outdoor grill looked in bad shape too. We had to clean several plastic chairs that were outside just to make them usable. The home had a screened in deck and the furniture in that area Looked 1000 years old and had obviously never been cleaned - the screens were filthy with Pollen. We didn't step foot in it. When you pay a premium to rent a home on the lake you expect there will be furniture and other things that can be used in the out-of-doors. We were definitely looking forward to using the screened in deck with a view Of the lake while enjoying sunsets, but it was not useable. This made our trip disappointing. Also, while the house was not brand new they was a certain area where the carpet was torn up and a something sharp sticking out. We didn't figure that out till one of us stepped on it. You expect wear & tear but this home has probably seen better days. Railey made it a point to say no early check-Ins or late check outs because they are deep cleaning due to Covid, but I didn't see any evidence of "extra" cleaning. In fact, it seemed like the minimal cleaning possible. Ugh. read more

My friends and I have been renting homes from Railey for our annual winter weekend getaway for many years without a hitch. This year we had a reservation for a home that turned out to be at the top of a steep hill. It had been snowing all day and as the sun went down the roads became icy. Our non-AWD vehicle could not get up the hill, despite many attempts. We headed back to the office to see what could be done, ready to argue with the staff, if necessary. After explaining our situation, the staff offered us a nicer, bigger rental property that was on a flatter road for the same price (although I suspect it actually rents for much more). No argument necessary! And they gave us extra amenities (i.e. late check out) for no additional cost due to the inconvenience of having to move us. We will definitely be going back next year! read more

I am a long time Railey renter, and very disappointed with my last experience. I booked a place for President's Day weekend Sat & Sun, online. Contract was executed online and I chose the option to "pay later". Don't want to use my credit card online if I don't have to. I called first thing the morning after booking online to give my credit card and pay. They informed me that info on their website was inaccurate, and I needed to commit to 3 nights (versus the 2 that I had booked AND SIGNED A CONTRACT FOR) given that it was a holiday weekend. This would also cost me an add'l ~$400. If I didn't pay, I'd lose the reservation. Due to prior commitments, I could only make it for 2 nights. So, the price of my rental went up 30% from the contracted price that I agreed to the evening before. Railey wouldn't hear it. They acknowledged it was a system error but they were unwilling to bend, and I had to agree to pay for a 3rd night. About 30 min after my first call to pay for the reservation, I got a call back from Railey forcing me to make a decision. The woman who called me indicated that she had another caller on the other line looking to book the property for 3 nights if I didn't - right there, right then. So, my warning - be aware and be cautious. It's disappointing that a firm this large in a place like Deep Creek has to resort to tactics like this and is unwilling to reciprocate with the loyalty that long time customers have placed in them. read more

The home we rented for a three-day stay (six adults and two young children) was misnamed "Waterfront Links." This was substituted for a lakefront property we rented the previous year, but that was unavailable due to unanticipated problems. Naturally, we were under the impression that substituted property fronted the lake. The photos we were provided gave that impression. Actually, it fronts a marsh. The lake is approximately two blocks away. The property has electrical problems, causing the upstairs circuit breakers to trip, which we had to reset on at least three different occasions. Maintenance was called twice, but had no answers to what could prove to be a dangerous problem. The downstairs powder room toilet contained a rotting chain that would become detached and prevent the toilet from flushing. After fixing it ourselves several times, we eventually called maintenance to have the chain replaced. Rather than replacing the chain with a new one, the maintenance person simply reconnected the faulty chain. Predictably, the toilet broke down two flushes later. The master bedroom has a bathtub, which should have come in handy to bathe the young children. Yet the children were unable to use it, since Jacuzzi jets at the side of the tub were clogged with filth and mold, which would have been dislodged once the tub was filled. Railey Mountain Lake Vacations did provide a $250 refund on this $2000 rental. That's appreciated, but inadequate. read more