I have been renting my home through Railey for 9 years. But, no longer. They are no longer able to get basic repairs done in a timely manner, if at all, their employees/contractors steal items from my home, and their cleaning staff have even come into my home to do their personal laundry without permission. Railey is completely unresponsive to any concerns raised. They went from being the best on the lake to the absolute worst when they became corporately owned. read more

My family recently rented a townhouse condo at Deep Creek Lake. We chose to book with Railey because their website gave such thorough info about our rental. And guess what, the house looked exactly the way we expected. It was beeeeautiful, comfortable, had everything you'd need. One thing to note is that you need to provide your own toiletries and consumables, such as soap, shampoo, dish soap, toilet paper, stuff like that. Whoever rented before us had left some of those items behind, for everything else we went to WalMart (10 minute drive). Location was perfect, rental process was easy. I had never been to Deep Creek Lake before. I will 100% come back again and probably try to rent the same exact house until our family is bigger... And then I'll use Railey and stay at a bigger house ;) Thanks for a hassle-free vacation rental! read more

We recently rented The Herrington for a week from Railey Mtn. Overall we enjoyed our stay however I caution anyone thinking about renting from Railey that their literature may contain misrepresentations of the features of the home. For example, the Herrington is advertised as having two washers and dryers when in fact they only have one of each. When we inquired of management (just after arrival) they insisted that there was never two sets even though the floor plan shows two laundry rooms (as did our contract). They did make accommodations for us as they swapped out towels for us two days during the week. Not a big problem if you know ahead of time and can pack accordingly but we were misled by the literature and with 8 families it was an unexpected inconvenience. The literature and telephone inquiry of Railey both state that the home comes with high speed Internet access and web based apps for the TV's such as Netflix. This is extremely misleading as the home is equipped with satellite Internet access which is very slow (think dial up at best) and has a very low bandwidth limitation especially considering it is advertised in conjunction with Netflix and that the house accommodates 34 people most of whom had smart phones. Due to our inability to access the Internet during our stay, we called Railey for assistance and an IT tech paid us a visit. He informed us that the daily bandwidth limitation would limit any Netflix viewing to 30 minutes per day assuming no other Internet usage at all. Long story short, there is for all intents and purposes NO Internet access at this house. Don't let the allusion that the property is used by businesses for gatherings and meetings fool you into thinking that you will have good connectivity. You should make other arrangements such as a "jetpak" for 3g or 4g access. Again not a big problem if you are aware of this ahead of time and can make other arrangements and/or prepare for the lack of connectivity beforehand. There is a McDonald's a couple of miles away that offers free Wi-Fi access (Mc Office). Regarding cell phone service, it can be very limited depending on your carrier, this of course has nothing to do with Railey, but just a fact of life in the mountains and I mention here just as a reminder to check with your carrier before you go, to see what kind of coverage to expect. We have stayed at four other very large houses (5 years) in the DCL area, all through Railey and the Herrington is significantly more expensive than the others without providing a significant increase in "bedrooms". Due to the layout of the Herrington, we had about 8 to 10 people without a bedroom whereas this was not the case in the other homes. There are many sofas, sleeper sofas and cots but people using them must sleep in public space such as the game room or ball room. In short, the Herrington is not worth the extra rental amount per week. The property is very nice and comes with a "lake" but you really cannot swim in the water. We learned this via telephone conversations with Railey (the literature does not disclose this fact) prior to renting so on this matter, we were not caught by surprise. We did enjoy the pond for fishing (catch and release) and kayaking. I would also like to mention that although there are two gazebos down at the lake, they are completely Unfurnished. There are no chairs or tables in the gazebos or at lake front. There a numerous refrigerators and freezers located throughout the house, we had no trouble storing food and beverages. Lastly, I want to warn you of the "Required" tour upon check in. This tour of the house took 45 minutes and could easily have been accomplished in 15 minutes. Do your best to avoid it. Interestingly enough, the 'tour guide" stressed to us how great it was that we had Netflix capabilities on all TV's. She was rude too. read more

I have used Railey Mtn. a few times to rent a house for vacation at Deep Creek, both in summer and winter. The nice thing about it is, when you are trying to organize a trip the last thing you want to be worried about are extra hassles. They take care of everything, let you know exactly what you need to do, they make getting the keys simple, and at the end, you just need to throw all the linens, towles, etc.. into a bag and you leave. I usually know what type of house we want to rent, but the one time I called for advice they were also very helpful, the woman on the phone immediately had several suggestions of houses that matched exactly what I was looking for. Additionally, one year we rente a very large house and several different people each paid for their portion and this was handled just as easily as if it was one person. I've recomended them to a few friends and they are definitly who I keep using for vacations in the deep creek area. read more

Working with Railey was fairly seamless. Documents and check-in process was fine however my 2 star rating is more directed to the house we rented. We rented a property called THE Ambiance on Deep Creek Lake during the month of August 2020. The back of the house was very lovely, easily accessible to the dock. We rented a boat and kayaks during our stay. bedrooms with 5 full baths made it convenient for our large family. Parking and trash collection very convenient. The house is very dated and in great need of repairs and upgrades. The basement was moldy and smelling. Dead bugs and dead spiders were on the walls in the basement. Looked like someone decided to kill these bugs on the wall. Seems like housekeeping would have at least noticed this. Several Light fixtures in the kitchen were out. It was very hard to see. As you look out of the front door of the residence and glance up there are pockets of new spider pockets. I've never seem that many.. At least 30 or more spider pockets. Shower door in upstairs bathroom didn't work. The owners of this property should stay here a week and really take some effect into improvements because it could be much better than what is is. read more

We rented a vacation house from Railey for a long weekend. We're not fussy, but there were more problems than expected, most of which should be obvious to anybody doing the normal maintenance (dozens of burned-out light bulbs, non-working disposal, clogged sink). They acted like it was our job to make them a list. Also, on our last day, a technician came and fiddled with the hot tub. We didn't think anything of it, but when we went to use it later that night, we discovered the temperature was turned all the way down. There wasn't enough time to heat it back up, so we lost the use of it that day. I told them about the issues, but got very little response. Disappointing customer service. read more

Very helpful representatives when answering questions. Online process for rental homes was seamless.

Our family has booked vacation rentals around the US without any issues. This company has been very difficult to deal with concerning cancellation. Our family and friends rented a home to accommodate 17 for June. After COVID shut down all vacation homes, our rental fee was reimbursed. However, after May 17th, when Maryland opened the state for up to 10 people to gather, this company recharged us for the fee. We explained that we had canceled and that we could not come to Maryland with friends. When they would not let us cancel, we decided to go with just a few family members. When we tried to rebook it, the website said it was already booked. When we e-mailed them, they confirmed that and said we could get a partial refund. When that partial refund never came, we called and was told it they were wrong about that e-mail and it was not rented so we would not get a refund. So do you want to rent from a company that does not care about your family and COVID and then lies about the rental occupancy? You will never talk to anyone who has any decision making powers. It is always someone different that will tell you a different thing. We have many e-mails to show of this very case. read more

Just returned from a fabulously relaxing Deep Creek Lake vacation and cannot say enough great things about this rental company. Check in was seamless and quick - my mom had rented the house in her name but I was able to pick up the keys because my name was on the reservation. They gave us a reusable bag full of essentials when we arrived at the house - 2 rolls of paper towels, toilet paper, dishwashing liquid, laundry detergent and playing cars - a nice touch. We had several small issues during our stay that were addressed immediately - twice the HDMI cable wouldn't connect with the television and our dryer needed servicing. I was so impressed with how quickly someone came out to help us and solved the problem. Additionally, very impressed that our hot tub was cleaned twice during our stay. We've already booked our reservation for next year - same place "All Decked Out." read more

So I have posted on FB and now I can't keep quiet any longer. I have been vacationing for 40 years and this is the most disrespected I have ever felt by an agency or rental company-From the moment we got there- there was a cat urine odor- we immediately reported it (NO PETS ALLOWED)- we could barely breath- I have a 12 month old granddaughter and we had to keep her outside 90% of the time and for the other 10% we had to run a dehumidifier. (The reason we did not leave because of the cost we paid for this place and did not have disposable income for another place ) There was mold on the walls because of a leak in the roof and the ceiling in the bathroom was falling down because of a leak in the bathroom above. But the real issue was the cat smell- HOW DARE YOU SAY YOU COULD NOT SMELL IT. YOUR WON STAFF CONFIRMED.. and all you all offered us was $100.00 off another visit AT THE SAME PLACE-are you kidding me? Shame on you- read more

Where do I begin? So many issues with Railey Mountain Rental company. In a nutshell: 1. Rented us a property that was pet friendly in October 2017 for our summer 2018 vacation, only to be told in February 2018 that this was actually NOT a pet friendly home. I had spent a great deal of time researching for just the perfect home for our family vacation, so you can imagine our HUGE disappointment when we were told we could not rent it. 2. Upon arrival at the home that Railey recommended to us as a second choice, there were construction vehicles a mere 30 yards from the house. Monday, the noise wasn't so bad. Tuesday onwards, we suffered the noise of jack hammering starting at 8am each day! This made it impossible to sit on our deck each day. Railey tried to fob us off by saying that "Upper Management" would maybe reimburse a portion of our fee after we had finished our weekly stay. That did not fly with me. I held them responsible for not informing us of the ongoing construction that was so incredibly close to our rental home. This ruined our annual family vacation. I hounded Railey until they reimbursed us an amount that I felt was appropriate, but that did not change the fact that our stay was ruined. 3. Several days after we had left the property, Altitude Adjustment, I received a nasty, accusative and fabricated email from Railey, stating that we had "damaged" several items in the home, which we most certainly DID NOT! I was absolutely fuming, and felt that Railey had blatantly targeted my family because they were not happy that I had insisted that they reimburse a sizeable chunk of our rental fee. My advise would be NOT to rent from Railey - we have rented from Taylor Made in the past and had wonderful experiences. Also, do your research before renting.... read more

We rented Altitude Adjustment in Deep Creek in June 2020. We wanted to move our reservation to later in the summer because this was a 50th wedding celebration and my in-laws were not comfortable travelling due to Covid-19. Railey would not let us move our reservation. So we went anyway (without my in-laws) instead of losing 2k for the weekend. When we showed up there were 2 construction workers and a port-a-potty on site. One worker left soon after we got there and the other guy stayed at least 2 hours. We were never notified that there was going to be construction happening on the detached garage. On Monday morning the alarm started going off at 5am waking us all up. A gentleman from Railey's was unable to fix the problem so the system was unplugged. We might as well have gotten up because at 6am THE CONSTRUCTION WORKER SHOWED BACK UP. He began working promptly at 6am. Quiet hours go until 8am. When I complained to Railey's I got a non-apology stating they "can't possibly know when and where construction is being done around the lake". Really? Needless to say, I would never stay here again nor will I give Railey's my business again. read more

I just returned home yesterday from Drift Away. What a disaster! My family is one of three that get together once a year to relax and hang out. We have gone through Railey before and had a wonderful house last year, but this year was an absolute different experience. We arrived on Sunday at 4 pm to check in. As soon as I opened the door and walked in I could tell the house was not clean. The kitchen cabinets were dirty with dried food and coffe stains. The floors were no different. There was what I assume was dried spaghetti sauce on the floor. The only reason I think it was spaghetti sauce is because later that night we found dried up spagehtti noodles on the bar stool. The ceiling fan in the kitchen had at least an inch of dust on it. We had the cleaning service come again but it didn't help. After they left we found a spider web in one of the showers that went from the floor to the top off the shower complete with a family of spiders living in it! We were trying to make the best of it and went to bed thinking the next day would be better. Not so! At 1:30 in the morning we woke up to the pool alarm going off. We tried to shut it off with no success. We had to call the emergency service. The alarm went off from 1:30 am to 4:30 am. Needless to say we didn't get sleep and were cranky the next day. I stopped down to the Railey office in the morning. They took my information and said I would get a call frrom Jenny. I will say that Jenny called me a few hours later and offered to come out to the house to meet with me. I showed her the pictures that I took showing the absolute filth, broken light fixtures and vents falling out of the ceilings, broken coffee pot, lack of propane, stains on the bedding along with the hair that was in the bed sheets. Jenny was wonderful in listening to our concerns. She addressed what she could that day which was providing us with new working coffee pots and propane. I emailed the pictures to Jenny as well so she could speak with management. There were so many issues including a mouse next in the bottom of the hot tub. Bascially we lost a day of vacation because we spent our first 24 hours cleaning, washing bed sheets and sitting in the kitchen for 3 hours in the middle of the night while the maintenance man tried to fix the pool alarm. Our families only get these 3 days a year to hang out and relax. This was so disappointing. We paid less last year for a much nicer, cleaner home. I am however hopeful that Railey vacations will make this right for us so that we may continue with our tradition of Deep Creek vacations. read more

We have rented through Railey for years. They are always super professional and organized. Their concierge helped me plan my 40th birthday weekend and made excellent recommendations from events to the caterer. This past weekend we wanted to escape the heat of Northern Virginia and we called on Saturday morning and were in a 1 night last minute rental by the afternoon! Railey has such a wide variety of properties they can accommodate most requests. read more

Great House, but BAD experience with Railey Mtn. Lake Vacations. We rented Cherry Creek Chalet on State Park Rd. We had 6 adults and our 4 grandsons (ages 4 and under) in the house. It was a great location. The house was well equipped and the furnishings and decorations were beautiful. However, the housekeeping service was terrible. In the bedroom where our 3 yr. old grandson slept, our daughter found a syringe and needle on the floor. WE were all horrified at the thought of what could have happened if one of the children had found the needle first! We were very disappointed that no one in management ever personally contacted us. Their only response was a $100 voucher for a future rental. We will NEVER rent from Railey Mtn. Lake Vacations again. read more

We love the area around Deep Creek -- both summers on the Lake, hiking and fishing, and winters at Wisp! Each time -- except once -- I've been with my kids we've rented through Railey, and they will continue to be the company I use! Look carefully through the pictures and ask the reservation agent when you book your rental. Some of the homes are older and, as rentals, are worn. But even some of the older homes have been well maintained. We've rented houses on the lake, off 219 near the creamery, and up on the mountain (may favorite). We have stayed in some amazing homes! Railey has been good to deal with -- sending someone out when the code for the electronic door didn't work; replacing a propane tank for the grill that had run out; and arranging for key pickup when we came in late. Overall, a very positive experience read more

If it was possible to give zero stars, I would. The property (Rocky Knoll II) we rented had mice living in it - we found mice poop in the bathrooms, on the floor, and even in the master bed! We left a message to complain, and after the committee "reviewed" the issue they decided they couldn't refund the money. The reason they stated was because they couldn't reproduce the poops. What a joke - look elsewhere for a property. The staff is horrible and these people care only about the bottom line. read more

Do not use Railey Mountain Vacations for your vacation stay at Deep Creek Lake. We stayed at "Papa Bear" for an extended weekend. The place was dirty, the carpet in the downstairs rooms was nasty! The hot tub did not work properly. The ceiling fan in the main living room did not work. We had no remote for the main tv. It took Railey Mountain over 4 hours to bring us one. They offered no recourse or reimbursement for all our problems. Never use Railey Mountain again! read more

Very, very disappointed in the outcome of our stay at one of the homes called Lakeshore breeze. Upon arrival the house was not very clean the picnic table and back deck were so filthy dirty we literally had to soak the table to get clean. Also we were infested with black ants everywhere in our beds in the kitchen. The hot tube would not heat up, called about it and they did send someone out but it took a day to reach the right temperature we only booked for 3 nights. On the second day a severe rain storm came and one of the sky lights leaked water all over the entry way. One of the guests slipped and fell. Also in one of the bedrooms the back wall was discolored and we looked and the carpet was all wet. We decided to checkout a day early because of all the problems. When we were finally contacted about these issues were offered $100.00 or a voucher. Also we were told the new homeowner was planning on tearing the house down anyway. I think that maybe we should have been compensated more and maybe told about the property and we would have rented another property. read more

I thoroughly enjoyed my stay while I was at the home, but the customer service I experienced with Railey Vacations after my stay was absolutely unacceptable. During my drive home from my stay, I realized that I had left a gaming system plugged into the tv. I called the company shortly after realizing. I left a voicemail on the lost and found answering machine and my call was never returned. I then proceeded to call again 2 days later and was directly told on the phone, "Oh that's right, I remember you calling. Yeah, I checked with housekeeping and they didn't see anything in the room." I then thought to myself, "Okay... so you weren't going to ever call me back, and secondly, if you actually listened to this voicemail, I stated that the device was left plugged into the TV in the living room, not left in a room." I was then told they would check again and call me the next day. 4 days go by to without a call so I try again. When I call I'm told that the person handling lost and found is out of the office for the rest of the week. That's when I finally lost my patience and demanded that someone look into this situation. I am told that I will receive a call the next day with an update. They then call 2 days later and tell me that my device was not found. I'm currently filing a police report because there is absolutely no way the device was not at the property when I left and with the lack of communication and unprofessional customer service, I'm left with suspicion of theft. If you decide to book a vacation here just know that the home you stay at will be gorgeous, but don't expect any type of quality customer service. read more

Read the cancellation policy before renting! Had to cancel within 48 hrs of booking. Cancellation states no money will be refunded unless the house is re-rented. Essentially, I've paid for a vacant house while this company profits 100% on a rental not even in use. read more

This was our eighth time renting through Railey and quite possibly our last. It looked like bathrooms had not been cleaned: one toilet had pee and hair under the seat; one had feces stuck to the bowl; one had pee dripped down the outside of the bowl. The floor in one of the master bathrooms was dirty and sticky and the shower drain had a layer of hair on top of it. There was dried food stuck to the stove; broken screen door; broken shade in one of the bedrooms; dirty comforter and pillows in another bedroom. We couldn't sit outside on the deck due to insects flying around, and there was dog poop in a corner on the deck. No response from Railey to my email about issues or my written list turned in at checkout. read more

I have been a Railey customer for many years and have very much enjoyed numerous trips to the lake. I recently booked a reservation, or so I thought, for Labor Day weekend. I had searched many different locations, houses, etc to find a place which would accommodate our four families. While perusing the Railey website I noticed the "specials" listed and found a house perfect for our large group. When I called to make a reservation I was asked to call a main number as this particular gentleman could not provide the discounted rate listed on the website. So, I called back, inquired about the property and the advertised rate. I was then put on hold so things could be verified. After a lengthy wait things were confirmed as advertised. I inquired about their cancellation policy and was told there would be fees involved if I canceled and if the place could not be re-rented. Basically, I 'm on the hook if I book. After a 30 minute phone call, numerous assurances that the rate was a good and a received confirmation via email, my reservation was complete. The following day I received a call from Railey indicating that an error had been made and they could not honor their agreement and advertised rate. I was then transferred to Elizabeth (a manager I presume). While she was very polite and very apologetic, she was adamant that they could not honor their reservation. They also could not find me a replacement home for my party within reason of my agreed upon rate. From my experiences, most business, honor their advertised rates even if they have made an error. Granted, this was a significant error, but sometimes you have to own up to your mistakes and absorb the cost. Perhaps someone should be checking their website before ads are posted for the world to see. Keep this in mind the next time you book with Railey. If you need to cancel you will pay cancellation fees, and portions of your rental rate, but if they cancel they get away free and clear. Sounds like a great business model. Perhaps they also do weather forecasts. read more

I used Railey for the first time this year. I rented a home over New Year's Eve in June knowing we had to rent early or we would not find a property. This week (less than 90 days out) they called and told me the owner had decided to take the property over New Year's Eve. I asked how an owner could decide to take the property less than 90 days before my time and was told the owner could take the property at anytime with no notice. This is total BS. I will never rent from them again. Now I'm stuck trying to find a property with limited homes available. Stay clear....they obviously do not have the proper agreements with their owners. read more

FALSE ADVERTISING ABOUT CANCELLATION POLICY. I booked a vacation rental last week 6 months in advance and less than a week after booking needed to cancel due to plans changing. I booked through VRBO which CLEARLY states that cancellation is completely free up to 60 days before your booking. Considering our booking is over 6 months out and we booked less than a week ago, cancelling should not be a problem... or so I thought. I was told by Railey Mountain property management that they can not refund me unless the property is re-booked for those dates! We would NEVER have booked if we knew this was the policy. I have contacted them and they are going to talk with VRBO and I sincerely hope this works. After contacting VRBO I was told it is up to Railey Mountain to refund me, not VRBO! I will update this post as I am updated, but I am extremely disappointed in both Railey Mountain and VRBO and would highly recommend you look to rent elsewhere!! read more

We arrived at our lakefront rental today for memorial day weekend to find overgrown grass in the front yard and bird crap all over the chairs on the front porch. The inside was basically in a similar condition and it took us over an hour in 80 degree weather to figure out the emergency shut off switch for the A/C was shut off. We called the maintenance/housekeeping phone number and the attitude of the woman who answered the phone was along the tone of "oh no, I have to get off of my ass and deal with a problem". My wife spent an hour sweeping down all of the pollen and and spring droppings from the decks. Railey Mountain Vacations: my advice is to actually check your properties before you have customers rent them....that is what you get paid to do. read more

I downloaded the yelp app just to warn anyone who is looking for a good time vacation get away with friends and family, this is NOT the place to go. Myself and a group of about 15-20 family members and friends chose this lakeside getaway looking to reconnect and enjoy ourselves for a long weekend. About halfway through our second day there, we had a knock on our door. It was apparently the "owner" who had come to check out the place? Odd but ok, so as we are greeted by this person, she informs us that there are too many cars in the driveway and that she was going to get management to "fix" the issue. Now to paint a picture of the group of people we had staying, all of us in our late 20's early 30's, successful individuals with full time jobs, who paid to have a weekend getaway. We were now being treated like highschool or college students who were having their dorm rooms searched. So management comes and does a FULL walkthrough of the whole place, and then proceeded to stay for about 2 hours. They were literally searching for an excuse to get us out of the house. It was extremely uncomfortable for all of us there, considering we were all adults and did NOTHING wrong. We didnt pay the amount of money we did to make new friends with the owner of this place or the management staff. It was absolutely ridiculous. All because there was an extra car parked in the driveway? If you are the owner of the house and renting it out to people, why are you being awkward and interrupting our time that we payed for to come to the house? Please, save yourself and your friends the time and money and go somewhere else that will at least give you some peace. Dont make the same Mistake we did. Not wasting our money here again, thats for sure. read more

Perigrine' Perch was a remarkable home with great views, however lots of problems with the amenities. We had a large party of 21 people. Upon arrival the indoor pool was very cold. Railey stated it was to maintain a temp of 84, but it was freezing. Every time I (not them calling me) called there they had a different story for me and a different temp. They do not overnight any parts. We arrived on Sunday, it took until Thursday for them to get a new heater. The sauna did not work at all and looked and smelled like it had not worked in years. That they said the vendor would not be able to come out until after we leave. Internet and TV barely ever worked, most TV's in the bedrooms also did not work. They stated the owner had a very low plan. They also said that vendor was going to be coming out after we leave,because all the cable boxes were so old, conveniently. This house has no ice what so ever in it. Two freezers and not one makes an ice cube, ridiculous. They stated the owner had a problem in the past, well put a ice machine in the garage. Railey's answer to that was we can bring you four bags of ice, when they arrived they bring two. Lots of doors don't shut properly. The A/C is obviously on a program and you can not override it. House maintained temp of about 78 degrees in the middle of July, but sometimes as high high as 85. Sleeping was not very pleasant. Railey stated the only thing they could do was bring fans. Four fans came and one didn't even work. House has two ovens neither work great, answer to that, "just put the temperature up a lot higher". I asked for a refund because so many major amenities don't work properly. Railey stated that someone would get back to me, still waiting. They have a meeting on the Tuesday after you leave, again very convenient. Tuesday has come and gone and still no word, waiting and waiting. If you are looking for just a great house looking house with views this is the one for you, if your looking for things to work not the house for anyone. read more

My husband surprised me with a trip to Deep Creek for our 20th Anniversary. We rented a home through VRBO. The home is also listed with Railey Realty and is cleaned by Railey. When we walked into the home the sofa was so worn and filthy that I had to round up sheets to cover the sofa before I would even consider sitting in it. My husband was moving a piece of the sectional so he could put the vinyl chair in view of the tv. Wow, food, binky, pen, trash and 8 razors were found! Disgusting!!! Two of the razors were not even under the couch. They were laying on the shag area rug on the corner . Some of the other six razors weren't even far back under sofa. These were the type of razors you see in the movies used to cut up cocaine. I cannot even imagine the lawsuits filed a child/toddler had gotten a hold of even one of these razors and cut themselves all up. They sent two ladies to clean up the last cleaning girls mess! Dust so thick on furniture. The next day I went to sit at the table and my brochures were sticking due to the table being sticky. At this point I did not want to stay here any longer. We left a day early. Some 20th Anniversary! Railey would not give us a refund for the night we left. Yes, we did rent it through VRBO but the owner has a contract with Railey to clean the home and be responsible for the cleanliness and condition for the renters. Railey is charging the owner $350 to clean the house! The cleaning ladies are paid $32 each to clean this five bedroom home!!!!!! Are you kidding me! They are expected to clean these homes in a small window and are paid a measly $32 each! We have always used Long and Foster when we rent in Deep Creek. We will NEVER rent from Railey again. I will be sure to let everyone I know yo go through Long and Foster. Totally disgusted and grossed out by Raileys cleaning practices and customer service!! Read less read more

On February 19th, my family and another family rented a house through Railey Mountain Lake Vacations. Since it was winter and we were there to ski, having a hot tub was our #1 amenity when searching for a rental. We were immediately disappointed upon arrival at the house, Abbot's Bliss. Earlier in the week, it had snowed yet no exterior snow removal had been done. The driveway is extremely steep and was covered with ice. Please note that the roads leading to the property had all been treated and were not icy. The walkway leading to the entrance of the house, including directly in front of the entry door, had not been shoveled. We had to stomp through over a foot of snow just to enter the property, back and forth, carrying in our luggage and supplies. Maintenance should have been sent to the property at some point prior to our arrival to make sure salt was put down on the driveway and that the entryway was properly shoveled. There was a (broken) shovel on the deck, but A) I don't think we should be responsible for shoveling upon arrival especially when we were paying $800 per night, and B) the shovel was useless anyway. The house itself is a great rental. Once we got settled, we decided to check out the hot tub that we were all looking forward to using. Unfortunately the water was cloudy and scummy. Yuck! The temperature was fine, but cleanliness was not. Also, the jets would not work-only enough to cycle the water. We decided to get something to eat in town and call maintenance regarding the issues. (Note that it took us over 30 minutes to get out of the driveway because of the ice.) Railey said they would send someone out while we were eating. When we returned, there was no evidence of anyone being there. The hot tub was still cloudy and scummy, the driveway was ice and there was still snow leading to the door. About 5 minutes after we returned, a truck drove down, dropped salt and left. No shoveling, just salt (which we were thankful for). We assumed someone would still be coming to address the snow and hot tub. The next day, we went spent the day skiing at Wisp. Couldn't wait to relax in the hot tub after dinner (assuming someone had surely come while we were gone)! The water was still foggy and scummy and now the water temperature was freezing cold!!! Needless to say, we were all very disappointed seeing as the hot tub was our #1 priority! While we were finishing breakfast and packing up to leave on Sunday, the hot tub maintenance man knocked on the door. We told him everything that had happened and he wondered out loud why Railey hadn't called him Friday evening to come out since he was working that night. As soon as he looked at the water, he drained the tub. The filter was nasty which he said, could've been part of the problem. Not sure what was wrong with the heater or jets, but I surely hope they got everything fixed before they next renters came in. I spoke with an employee at Railey when we were checking out and was told they would be discussing it with management at their weekly meeting on Tuesday and that someone would be contacting me Tuesday afternoon. I finally called them on Thursday to follow up since nobody bothered calling me. I was offered a credit of $150 ($75/night) since the hot tub was actually "functional and usable" while we were there. What?!?! I pleaded my case again and was told someone would be calling me back that day. Friday, I had to follow up again since nobody called me. The best they could do was a $300 credit which was supposed to show up on my card in 3-5 days. It's now be over 3 weeks and I have not seen the credit. I called today, was given an apology and told that they would email the accounting department to request the money be credited. I spoke to the reservations manager and she assured me she would talk to them herself. We'll see what happens! I still think the measly $300 credit is a slap in the face under the circumstances, but I'm tired of dealing with them! Had I not followed up today, I'm sure the credit would have been forgotten forever. Bad business! read more

We recently rented a house in Deep Creek called Lake's EndThe house is nice, big and fairly well kept but overall we paid too much for the issues that we encountered over the weekend. First, the hot tub was not hot. After a number of calls, someone finally came out to tell us that they needed to order a part, so it was out of service, which was a big disappointment. Secondly, the basement, where 4 of the 8 bedrooms were located, was freezing - to the point where we had to sleep in layers. We notified Railey and the sent a portable heater from 1970 (aka fire hazard) and a bag full of blankets. Gee, thanks. How about you fix the heat? And lastly, while the kitchen is large, it was inappropriately stocked. There were only 6 wine glasses for 16 people and about 6 potato peelers. So strange. Oh, and make sure you clean every dish, utensil, pan, etc before you use it. The kitchenware was disgustingly filthy. Sadly, this place was a real disappointment. read more

They are very difficult to work with. I gave up trying to rent from them after weeks and weeks of them going back and forth with each other about whether or not a place was available. There are much better places in the area to rent from. read more

Cedar Vista: just got home from a long weekend trip with friends. This is a trip we take every year in September or October with 10-15 adults and a few children. This was however the first year we have use Railey Mountain Lake Vacations and it will be our last! Our disappointment with them started from the booking process and I should have just cancelled then. When booking a house for this many people (could have been up to 22) with people from two different states they made it more difficult then it had to be with the first two payments being due within 30ish days apart from each other, when we booked 9 months prior to the trip. Even after calling and asking to divide the three payment up more equally spread out only an extra 10 days were provided. Then on arrival to the house it was dirty, fridge/freezer wasn't cleaned properly, the carpets were stained and frayed, dirty hardwood floors, wet basement carpet, condensation bags hanging in the basement level closets, mouse traps everywhere, ants in the one bedroom/bathroom on the 3rd floor, the other master bedroom on the 3rd floor had a toilet that constantly ran, none of the bedroom doors locked the handles were broken, water damage stains on ceilings throughout the house, chipped paint throughout the house, broken accordion style closet doors in all the bedrooms, all sliding glass door on house were extremely difficult to open, there were no screen in more than 80% of the windows, the screens on the sliding glass doors were all ripped up, curtains/rods were fell down before arrival, and fixed multiple times during the stay, the curtains were not even the proper size for the floor to ceiling doors they did not provide any type of privacy, the landscaping was not kept up with, the fire wood for the house was just thrown under the steps like a dump truck just dumped it's bed and left, there were broken deck chairs as well as broken bar height chairs in basement, and the hot tub filter were just floating in the compartment for them and was not working (mentioned to daily pool guy and he said there were aware and have been waiting on the parts to fix it for over two weeks). When checking out we gave the two girls at the front desk the maintenance list that they asked us to keep for non-emergent issues. They listened and took the list but had nothing more to say than "thank you" and "sorry". Never once was asked if there was anything they could do OR if I wanted to speak to a manager as if they already knew OR just honestly didn't care. For all future Deep Creek trips we will be returning to Taylor Made Vacation never had a problem with them NOT once! Very disappointed in the house we had this trip especially when it was somewhere around $4,000 for 3 nights! read more

I've never written a review while I'm on vacation but I felt the need to give people a heads up on the type of service they might receive here. We are staying at the Red Moose Lodge. There are good things about this place too, and, to be fair, I'll note them first. Pros: Cabin is very comfortable and looks just like the pictures. Very nice view. All appliances and the gas fireplace we have tried work well. We have not tried the hot tub. Cons: The dishes, esp. the plates, were filthy. I mean oily, greasy, food chunks on them filthy. A lot of the handles on the cabinets were sticky. There was food debris in the utensil holder and many forks and knives dirty. I don't really enjoy spending the first few hours of a vacation scrubbing dishes so this was a big disappointment. We understood from the website that a bundle of wood was provided per night for wood fires. Now all of the indoor fireplaces here are gas BUT there is an outdoor fire pit that uses firewood. We were not sure if wood was provided for the outdoor fireplace so we called and were told that it was. We get here and no firewood. On the way to the grocery store we stop by office to see about getting the firewood. Were told that it wasn't provided, explained phone call and what was told to us. Basically made to feel like liars, which was very upsetting. Keisha Moss said that she would have to listen to the call they had recorded between us and the Railey agent because she did not believe that the agent said they provide firewood for the Red Moose Lodge. So we go to grocery while she's looking up phone call recording and return to office about 45 mins later. When we get back to the Railey office she is "unavailable" or "on the phone" for over half an hour. Finally, she came out saying that she had listened to the phone recording and that there was clear "miscommunication" between us and agent on the phone. Keisha said that the agent referenced the firewood policy (if wood burning fireplace, then you get firewood) in the beginning of the call and that she must not have looked to see if Red Moose Lodge had indoor wood burning fireplaces or not. Keisha then stated that our questions about burning wood in the outdoor fireplace were also answered per policy (you can burn wood out there). Kiesha then said that the "wood" referred to in the first part of the conversation was not the "wood" referred to in the second part of the conversation. And somehow in this short conversation we should have known that there was this difference in what the word "wood" referred to as we spoke. Weird thing is she said that because of the confusion she was giving us the wood anyways. It was so weird because Keisha was just so rude and demeaning and kept trying to make us feel like we were completely wrong and stupid just to give us the wood at the end. Why did she do that? Why didn't she just say that they will deliver the wood and have fun the rest of your stay? Who knows. But now I don't feel good after being treated that way and this has really put a damper on the day. A place focusing on hospitality should have better customer service. read more

Have been going to Wisp for several years and used this agency at least 3 times, the second time for the same house, Lasting Memories that we just rented. First time no issues with anything other than flys in the lower level. This time the fireplace was not working, no Netflix in the great room but all other bedrooms had it, flys still in lower level, dishwasher tilted out on sliding the top shelf out and due to weather, finally went to use the hot tub the night before we left but it was only at 74 degrees. Cover was on and jets were working. Called maintenance who said it was a bad connection and repaired it. On check out, the manager was brought out to make note of our complaints. Mind you, we did not ask for any refund or credit, just to inform them. The following day, Leslie the manager called. Oh, the fireplace works fine, the dishwasher they" really had to pull on it" and we should have called and there were dead flys and there was bug spray and the great room TV was not upgraded to Netflix and we should have called. We rented the same house last year and there were no issues and we turned on the fireplace and the dishwasher was not a safety issue and we did not need Netflix. The dishwasher was not mounted to the underside of the countertop and tilted forward out of it's place and the door would not lock. All I kept hearing was "we should have called". So basically, we were called liars which is not how repeat customers should be insulted or treated. I am so disappointed and offended by being called a liar which is not us. Double think using this agency. They are not the only game in town. read more