DO NOT BOOK WITH THIS COMPANY!!!!! My friends and I were very interested in the Copper Canoe spot with this company and booked it back in August of 2020, due to COVID we loved this house due to the amenities it came with which would mean we would not have to leave the house to have a good time in a safe environment. Our original trip was supposed to be April 22nd-25th. Approximately 15 days before we were supposed to be on this trip and 1 day before the final deposit Railey Vacations the leader of our trip and says the house was going to be going under renovations and we had to move the trip. They gave us a few houses we could switch to, but all required more money and Railey kept saying well our algorithm says it will cost more so you must pay more. We worked it out and had to shift the trip to May 5th-9th. We lost 5 members of our group as people traveling from out of town could not switch flights and days off work with that little amount of notice. While inconvenient we decided to press forward however until yesterday April 26th. We had paid for the full balance on our property, had the check in email and less then 2 weeks from our trip, they called to tell us the house is still under renovations and we will have to move our date yet again or switch to a different house. They were unwilling to give us more then $500.00 in credits to switch (the only dates still available for Copper Cabin would have been in September and would have cost us an additional $3,000.00 to rent) and all the houses still available at our original time did not have the same amenities. Twice they moved our dates, twice they ruined our vacation and all they could say both times was oh our hands are tied. It is nice to know that our contract does not mean anything and that they will destroy a vacation without any regard or attempt to make it right if it will cost them more money. Long story very short is this company will hold you liable if you must cancel within 30 days, but they will not even bat an eye to cancel on you within days of your trip. read more

We had an overall positive experience booking and with the house itself but we were promised a few things during the booking process that weren't upheld. We called and emailed 5+ times during our stay to get resolution to our request. No emails were answered and when we spoke to someone on the phone they would promise to send someone then no one would show. The net net is that they are great at telling you what you want to hear to make a reservation but then bail when you're there so cross fingers you get a house without issues. read more

I recently stayed at a home managed by Railey Vacations with my family of four and two other families. 6 small children, 6 adults. When we arrived, our children were so excited to play outside, but the outdoor water faucet did not work. I called that very hour and no one came to fix it, despite "having an open ticket." As we explored the house, we noticed an extremely potent smell coming from the downstairs living area and king bedroom. It smelled so strong, almost of cat urine. The carpet inside the home was filthy. Maintenance showed up two days later to investigate the smell. Turns out, the mini fridge hd been leaking throughout the down stairs carpet, covering it in mold. Not only was there visible mold throughout, there were two dead RATS behind the fridge as well. Our families did our best to avoid the entire lower level yet, all left with mold allergy symptoms... especially the small children. My daughter who is one, is still extremely congested, having a hard time recovering. As of today, one week later... they have offered us an 11% refund for our troubles. This company has been avoiding our calls, and only responding by emails to "compensate" us with a ridiculously offensive amount and have failed to do what is right. My goal is to ensure no other family is put at risk for poor home care. If you plan on staying at "the best kept secret" owned by Railey Vacations, I strongly recommend a mold test, and to reconsider choosing this place, or any place operated by this company. read more

Would NOT recommend Railey for vacation rental. Called Railey to report trash at property due to bear getting into outside trash cans. That was at 9am this morning & is now after 3pm & trash still all over. Everyone knows in Garrett County you DO NOT LEAVE TRASH CANS OUT because it brings in bears and other animals. Railey staff does NOT provide quality service to renters. See picture below of how Railey cares about renters & property. read more

Railey Vacations - Vacation Rentals Near Me - McHenry, Maryland

I am scheduled to check in on Sunday and was just emailed that the hot tub will potentially not be available during our stay due to an issue with the temperature regulation. First of all, I really do not like that I was not contacted by phone as I could have gotten to the rental expecting it to be functional and possibly have not seen the email. On top of this though, all you are willing to do is refund me $25/night for each night it is not available. This is absolutely nothing compared to the price that I paid for the rental. I also cannot understand how as a rental company you would not be able to expedite the shipping of the part for the hot tub knowing that this is a huge part of the amenities of the rental. I am appalled by the fact that you are unwilling to do anything more for me. DO NOT RENT FROM THEM. read more

I had a reservation for a group house through Railey Vacations (booked through Airbnb) for Memorial day weekend. We booked this house in February, well before the knowledge of the impending pandemic. Airbnb offers differing levels of strictness for cancellation policies. It is up to the host to select the cancellation policy for their property. Our Railey vacation home had the strictest cancellation policy, requiring cancellation 60 days prior to arrival (March 23rd) to get 50% of our money back. The week before 3/23, I reached out to both Railey vacations and Airbnb to see if that date could be extended due to the unknowns with the pandemic. Airbnb stated that it was up to the host to offer flexibility with the cancellation policy they selected. When I communicated with Railey vacations, I was told that Airbnb set the policy and they couldn't do anything about it. I knew this was incorrect as I had 5 reservations booked through VRBO and Airbnb for spring/summer 2020 and other hosts offered increased flexibilities with their cancellation policies. However, any communication with Railey, I kept getting told "since you booked through Airbnb, you have to comply with their cancellation policy. I do not have access to what that is." This is just not true. So as a group with multiple health issues and one pregnancy, we decided that it wouldn't be worth the risk of traveling and vacationing out of state. We decided to cancel on March 23rd and at least get half of our money back. The cancellation was processed through Airbnb and we did get 50% back directly from Airbnb. In May, the Railey vacation website had contractual language posted that said if your house is rebooked for your original booking dates that guests would receive all of their money back. So I kept monitoring the website and low and behold our house was re-rented for Memorial Day weekend. I was told by Michelle (of Railey) on May 18th that if the house was re-rented, I would get the rest of our money back and that it would be processed at the end of the month. As of early June, no refund. So I called and spoke to Jen on June 9th and was told that it can take up to 30 days to process the refund. By beginning of July, still no refund. So I called July 2nd and spoke to Ryan. All of a sudden, I am now being told that they never got paid from Airbnb and therefore they have nothing to return to me. This differed from what was posted on their website in May and what other Railey employees had told me in the preceding months. I knew it didn't sound right because why would Airbnb keep the other 50% so I called Airbnb to confirm. On July 2nd, I called Airbnb and they confirmed that Railey received 50% on the day we cancelled (3/23). I called back Railey and spoke to Cathy on July 8th and she said that their books do not show any payment from Airbnb so they have nothing to refund me. When i asked to speak to accounting she then told me that she would email accounting and call me back. That was over 3 months ago and I have still not heard a peep from Railey. It is clear to me that Railey profited from our medical concerns with traveling due to the pandemic. They were able to re-rent the property and make all their money back and still refused to refund our group the money we deserve back. Their customer service is atrocious. I have never dealt with such an unprofessional company and would never rent from them ever again. The lies, misinformation, and lack of call backs is just not acceptable. Of all the bookings I had organized for spring/summer 2020 (with multiples through Airbnb) this is the only one that the host was unwilling to provide a full refund. I had multiple Airbnb hosts alter their cancellation dates and provide full refunds which differed from their set policies. Railey refused to do so and just blamed Airbnb which is not accurate or fair. It is unfortunate that this company chose profit (and double profit in this instance) over customer service. Stay away from this company! read more

We are staying in Cedar Chateau and the A/C has not been functioning all week. Rain flooded in through all the sliding glass doors. There are many ants. They gave us traps which were full in less than a day, and they never came back to change them. All of these things can be overlooked except for the air conditioner. We called every day and each day the story changed. Bottom line is they aren't going to fix it. For $12,670 for the week, seems like we should have had better accommodations, a working A/C, better service, a cleaner house, comfortable furniture, and the truth about our rental. Sad. read more

The house we were to rent was sold the week before we were to go on vacation. The only way we knew it was sold is because I had to call into the office explaining that I never received all of the information that we were supposed to. The woman was very nice and recommended another home that was not exactly what I was looking for but she explained there was no other option. I should've canceled and gotten my money back then in there but I felt pushed into the situation. We checked into the house and it was not at all what we had in mind. I emailed the company and they had a project manager stop by, in both cases I explained my feelings on the house and the project manager told me that someone would get back to me immediately. They did not respond to my email until seven days after. Nobody ever came out to the home. Even after I submitted my review, it's been almost 2 weeks and nobody from the company has reached out. Horrible service! read more

I would NEVER do business with Railey EVER AGAIN. Signed a contract and the rental was dirty, no water in the master bath, lady bugs everywhere. My kids found dead mice and there were mouse droppings throughout the house. However, this was not my biggest issue - the customer service is AWFUL. They are so unprofessional. I inquired about some sort of compensation and was offered $300. I took the offer though I thought it was insulting. Here were are a month later and now we are going back and forth because they refunded the wrong person. Robin in guest relations accidentally sent me an email she sent to Laura in accounting stating I was "Having a Cow" because she didn't like that I was insistent that I don't own a credit card ending in 5308 in which they refunded. The rental was transferred to me and Laura in accounting was just as unprofessional. She called me to let me know I should track the person they refunded down and ask her to pay me. No accountability that no one did their job correctly and I still haven't gotten the measly compensation I was offered for a terrible rental experience. I hate to write a review on a business, but I have given them a month and countless chances to make it right. They are totally unprofessional and lack attention to detail which causes careless errors they they expect the consumer to clean up. The rental property was dirty and didn't adhere to the signed contract. I have been asking for a supervisor to call me, but I guess the employees learn from their boss. Never again and anyone I speak to will be discouraged from doing business with this company. read more

I stayed in Castle off the Shore and there were a number of problems: the hot tub did not work for the entirety of the stay, pots and pans were rusted, and there was not hot water in the master bedroom--a known issue according to the tech that checked out the problem, but that was not communicated to me. The company made no effort to fix the hot tub during our stay nor did they offer to change our accommodation. When I brought up this concern, the customer service team offer me a 7% refund. When I requested to talk to a manager, I was told all management was at a conference and could not meet for a week--which I found out that there was not a mechanism for escalating concerns. After that week, I had to again initiate contact and was again dismissed with my request to talk to management. I researched the management team and sent e-mails to two leaders (Mary Hadley and Jon Bell), who never responded. Again, I called the general line and that individual said they would escalate my concern, but there was again no response. In summary, it is not surprising this company has a D- rating with Better Business Bureau: https://www.bbb.org/us/md/mc-henry/profile/vacation-rentals/railey-mountain-lake-vacations-llc-0011-90272330 read more

Railey cancelled our reservation on us seven days before we were due to arrive. The homeowner decided to back out of their rental. Because it is peak season, they have no other vacancies. This is a house we had booked 11 months ago and had paid in full. We received a refund but nothing else. Be aware that you are at the whim of the homeowner and Railey before booking. read more

Filthy! Top of the Slopes was a filthy, disgusting mess. In the middle of a pandemic. All discovered while trying to cook meals for my family. Nauseating! I blame Railey because they provide nothing except a tiny bottle of dish soap and a dish cloth to clean with. No scrubby sponge, no dishwasher pods, no surface cleaners, not even hand soap in the bathrooms, unless previous guests left extra. So some guests are going to leave filth, after all, if they don't have cleaning supplies they aren't going to bother: Glasses that had to be pried off sticky shelves (every single glass), plates stuck together, crusty pots and pans (most pots were too scratched and worn to use, anyway), serving bowls with old food still inside, dirty utensils in drawers. Old coffee grounds in the coffee maker...that I blame on the housekeeping staff, but only that. Nothing else was evident from glancing around the kitchen. Every filthy thing was neatly stacked in cupboards and drawers. So Railey, you couldn't spend $15 for cleaning supplies on a $3500 rental? Really? Then, there was the broken dining room table and the broken water dispenser in the refrigerator. Really? I'm sure we weren't the first to complain about those! Yet, we had to have maintenance people in our rental during Covid. read more

I was extremely disheartened to find out this morning that a trip I had planned with some friends this coming Spring at Deep Creek Lake was cancelled by Railey, citing an unfounded rationale of violating the company's sub-leasing policy.  It became clear as additional excuses unfolded that there was simply an underlying determination to prevent renting to us.  Having rented the Herrington myself in the past, as well as been a frequent guest at one or more of Railey's properties in Deep Creek Lake AT LEAST twice a year for some time now, I am disappointed that I will have to remove these properties from future vacation plans due to Railey's discriminatory rental practices. read more

Be careful with these guys. A rental "reservation" with Railey isn't a reservation (even if fully paid) - it's just a "request" - they cancelled my paid vacation "reservation" and immediately relisted the property at a higher rate. Was just told by Railey that they or the Homeowner can cancel a vacation "reservation" at any time, refund your money, and immediately re-list the property for the same amount or a different amount. Be careful and hope Railey wants "you" as a vacation renter. read more

We just left DCL today and stayed at Scenic Serenity. Our family of 24 people choose this 8 bedroom home because it was on the lake and convenient to amenities. We have stayed at DCL multiple times in the past 30 years with no problems. We have used Railey Vacations for most of these trips without issues. This is the first time I feel I need to write a review. Pros: Great lake front area for families, boat slip, 8 bedrooms and 5.5 baths. ample parking for 8 vehicles, onsite washer and dryer, large fit pit with ample seating, 2 large decks for meals and gathering, 2 refrigerators and dishwashers, and a well stocked kitchen. Cons: The home was not clean, the floors still have dirt on them, (my 11 month old great niece had filthy hands and feet tops within 20 minutes of crawling on the floor. Several of the bathroom toilets' had dried pee at the bases and under the seat, every bedroom on the ground floor had a thick layer of dust on the dressers and night stands. The kitchen counter still had dried food as did the large table in the dining room. Every single handle in the kitchen was sticky as was the refrigerator door handles plus oven handles. It was DISGUSTING!. We ended up cleaning everything before we were able to even unpack the cars. The funny thing is the cleaning crew was just leaving when we arrived for our check in. I will go with another agency from now on for any trips to DCL. read more

Used Railey several times. We rented The Hideaway a few months back and were very disappointed. Very worn and dirty. I wrote a review with pictures that was never published. To this date, only 4/5 star reviews are listed for that property. This makes me wonder where else they are manipulating information. Not sure I can trust their web site. Concerned enough that I probably won't use them again. Shame because I used Railey for purchasing and selling and I had a great agent. Oh well. Plenty of competition to choose from. read more

Do not place a deposit with this business. They will search for you on social media and cancel your reservation if they feel they don't like your ethnicity or the group you identify with. read more

This was probably one of the worst experiences ever. I'm very sorry, I don't mean to complain and don't want to come off as the negative type... but I truly feel like people need to know about this rental company before they book anything. My boyfriends mom planned an awesome family vacation this past weekend and our experience was awful. There were cobwebs everywhere ... the hot tub did not heat up, the dryer did not heat up at all, the house is just overall outdated. Major renovations need to be done, not to mention GHOSTS in the top floor bedroom. (No I'm not joking) my boyfriends brother and wife brought along their dog and the dog was circling and barking in the room and didn't even sleep in there, which is super Odd for her! But enough about that, the photos used to advertise this location is a major let down, very deceiving and this company really need to show their customers what they are getting. The beds were made for midgets.. all of our feet were dangling off, comforters were filthy. I'm sorry but this place is not worth what we paid for! I wish we had checked reviews prior to booking.... so that's my goal of this review.. to reach out to people so they know what to expect. read more

Worst rental company and vacation home! We went through Railey Mountain Lake Vacations to book a home at Deep Creek Lake MD for 4 nights at $3500. Not worth the money! The pictures from their website were deceiving and misrepresented the house. We had to call some of our friends and tell them not to come because their rooms were filthy and to have housekeeping come would not have solved the problem. I took pictures if you would like to view them. Here is some of what we came across: Their was years of grime built up on the stairs so we kept our shoes on, stains all over the carpet throughout the house, 100 flies on the window seals and flies in the bathtub, an explosion of liquid all over the kitchen ceiling and much more. The misrepresentation was that on the website there is a pretty picture of a pool table but in reality it was worn and dirty with what looked like dried puke on it therefore we couldn't play pool. The fridge had many missing shelves that needed to be replaced. Broken furniture, and missing furniture from pictures on the website. They had only 1 plastic chair at the indoor swimming pool but on the website the picture had palm trees, 12 chairs, loungers and a table. Wine cooler broken. Also we ordered 1/2 cord of firewood and it took them twice to bring out the proper amount and it still was too short. We called the rental company right away and wanted to walk the property manager through the house but instead they sent someone from the front desk. She was very nice and she took pictures because we wanted the company to convey to the owner all the problems and we wanted to make sure it didn't happen to someone else. The end result is that they compensated us very very little and we were disappointed in both the condition of the home and Railey Mountain Lake Vacations. We are going back to Deep Creek in Feb but will be using a different company. read more

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FALSE ADVERTISEMENT! Disappointed with cabin Lake Effect. It was more like Spider Web Effect! This cabin hasn't been tended to in a very long time. There were so many spider webs and spiders in this home we literally had to clean the outside before we could even get into the front door! When we finally entered the cabin it was even more spider webs and mounds of dust everywhere! THE OWNER NOR ANYONE ELSE HAS BEEN TO THIS CABIN IN MONTHS/YEARS! The refrigerator was dirty on the inside --it had hair inside. The bathroom on the main level had someone's hairs on the heat system. The bathroom's toilet on the main level was filthy on the outside. The AC on the main level did not work. The AC in the bedroom on the main level did not work and it was so filthy that dust came out of it when turned on. The fan in the kitchen is ridiculously dirty. The ceiling fan in over the living room area is beyond filthy --mounds of dust and spider webs. Someone left trash and food behind the couch on the lower level. The lower level smells wet and the AC don't work either. The patio furniture was so dirty we had to clean one area ourselves just to enjoy the outdoors. The entire outside of the home need to be power washed it has so many spider webs, birds nests, and spiders. There was a small table near the dock that we wasn't able to eat or sit on because the table was filthy and the green chairs shown in the picture were broken and/or filthy. Someone put them down near the dock. We had no other choice but to clean the home ourselves because the on-call cleaning person was not available until the next day. I recorded our ENTIRE conversation because basically she said it was up to the OWNER to determine the level of cleaning for his/her property. So basically, the owner took some pictures of this cabin and either photo shop the pictures or did the one deep cleaning and then took pictures to post on Railey Vacations' website to make it "APPEAR" as if this was a beautiful lakefront cabin. NOT! My birthday weekend was thoroughly a disappointment as we spent well over $1400 for a cabin that even the cleaning lady chuckled and laughed saying no one had been in for quite some time. read more

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Wish I could give zero stars. Just one week before our vacation we received a call informing us there was an "oversight" and the homeowner/Railey would not honor our lease. To top it off, they had no alternative homes available. So, vacation canceled. Railey's actions, or rather inactions, during this process painted a very clear picture that they do not have the renters best interest at heart, don't learn from their mistakes (check out their other reviews), and could benefit from a business 101 refresher on how to turn a misstep into an opportunity to improve your brand and customer experience. Don't give this company your hard-earned money. They don't deserve it. Work with Taylor Made or rent directly from a homeowner through VRBO or similar sites. #raileysucks read more

****CUSTOMER SERVICE IS AWFUL AND THEY ARE HIGHLY UNRESPONSIVE TO ISSUES **** I rented a home for 3 nights from Nov 11- 14, 2021. When we got there the fireplace in the main area did not work. The next day Friday morning, I went over to the office to inform them of the problem and to pickup a package that I had shipped. I spoke with Ms M, who advised she would put in a help ticket and asked if it was okay for someone to come while we were there. We waited all day and no one contacted us or showed up. The next day I spoke with Ms C who advised there was no help ticket and someone would contact. That never happened. No one ever came. Our last night, Saturday we heard a noise while we were eating and saw MICE running across the stove. While I get this is not an emergency, I called the maintenance phone line that says call 911 for an emergency. Okay, so I sent an email message and again never received a response. Upon check out the next morning, I called again and spoke with Ms A to confirm my checkout and to inform of the lack of response regarding the fireplace and the mice. She said someone would call me back. No one ever did. I waited a few days and called back on Friday 11/19, 5 days after we checked out and requested a manager. After a brief pause, the woman I was speaking to came back to the phone and told me the manager said I need to speak with customer support and never got on the phone. I had to leave a message for a manager to call me back. I did that and was assured if someone didn't call me back by close, they would call me first thing in the morning. I HAVE HEARD NOTHING FROM ANYONE. It's absolutely ridiculous to not even speak to me about the issues we had. I've been patient and gave plenty of time to respond. RIDICULOUS! read more

BOULDER LODGE: I only posted a few pictures but there was so much wrong it was disgusting that they charged almost $10k for the week with the house having so many problems! The A/C was on a program that wouldn't allow it to run from 3pm-10pm. Mind you we went 4th of July week and the temperatures in the house peeked as high as 88 degrees one evening and there was nothing we could do about it. The pools Chlorine levels were so high that many family members had to go buy eye drops after swimming for just 5 mins...needless to say we didn't get to hardly use it because they couldn't get the acidity in the pool down even after asking the pool operator who came once a day. The entire outside of the house was in desperate need of a paint job. Paint was peeling off everywhere! The inside needed patches behind most bedroom doors. The inside was not cleaned very well...the walls had hand prints all over the place and two of the showers had hair in them. The kitchen table chairs had several broken vertical back pieces. There was mold all along the windowsills. The water pressure would constantly fluctuate. The shuffle board did not have any sand in it. The pool table wasn't level. Overall I was very disappointed in Railey vacation management and there inability to maintain a clean and up-kept rental. read more

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We rented a home a few weeks ago from Railey Realty and will absolutely never rent with them again. We stayed at The Coppertop. Sounded great, on a golf course, two fire pits, gated community, pictures looked great, a nice, sunny location. None of that was accurate. Only found one fire pit, it was non working. House was dirty, bugs and hair in master bedroom, even in the drawers! Pictures must have been taken a long time ago, as this pictured sunny looking home was overgrown with trees and bushes, just dark and gloomy. We were so disappointed. I've since read reviews put out by Railey on this very same home, and they are completely inaccurate. I gave this house a 1 star rating, and it did not show up. Two 5 star ratings right around the same time we were there. Something is fishy about their ratings. I never, never give bad reviews. However, in this case, I'd like to save others from the experience our party of 4 had. My husband and I and the other couple with us, found out the hard way, that you just cannot always go by the reviews put out by the Realty Co. They just want to get your money, don't care about the renters. read more

We had plans to stay in a rental property the weekend before Thanksgiving. Covid cases, as we could never could have planned during this pandemic, resulted in two people in our group ending up the virus that couldn't go. Pennsylvania and Maryland also recommended no travel between states, and if so a negative test 72 hours prior to, followed by a 14 day quarantine which was longer than our weekend trip even lasted. As such, and due to these unusual and extenuating circumstances, we requested that Railey allow us to switch dates to stay in the rental property when all of our party was healthy and states were not imposing travel restrictions. We didn't ask for our money back, just to switch dates. Furthermore, we saw on the schedule that future dates were definitely available for the rental property. Nonetheless, Railey would not budge an inch on allowing us to reschedule. The property owners as well. So much for customer service and understanding during troubling times such as a pandemic. I realize rules are rules, but again, these times are uncertain and safety should be a priority for customers, and requires adapting rules. Even adapting to STATE rules. Heed my warning - they will not make any exceptions to help their customers. It's all about the mighty dollar with this place. We lost $5000 and a time for precious memories with friends at this place, and they could have cared LESS! read more

I stayed at the Tree Haus location for a girls weekend with my daughters. The cabin was clean and very nice. On our last night in the cabin, our stay turned into a NIGHTMARE! We tried to use the grill & before we could even put food on it, the grill ignited into flames! I did everything an experienced griller would do by turning off the propane and closing the lid. The grills flames continued to escalate. Terrified that the cabin and the covered porch where it was located would ignite, I had no other choice but to use the fire extinguisher that spewed powder into the air and everywhere! While it put the fire out, the powder went everywhere and we were hacking and coughing after breathing in the powder. We were all gagging and scared to death! That night none of the TVs worked, we could not use the hot tub as the entire porch area was covered in powder. Then we noticed that the extinguisher had not been inspected or charged since 2004! Also the inspection on the cabin was expired in 2019! I contacted Railey inky to find out the propane grill had charcoal in it from a prior renter and that's what caused the fire! Nobody has checked or cleaned the grill. I contacted Railey to plea for a refund of my final night there only to be told that we would not receive a refund for our last nights stay. I appealed it. Again I was told no. Railey made me feel that they do not care about your experience, they care about your money. The stay was overpriced to begin with and the service was rude and un-accommodating! So disappointed as this was not what I was used to with Railey I had been accustomed to prior to 2020! I WILL NEVER STAY WITH THEM AGAIN AND I TELL EVERYONE ABOUT MY POOR EXPERIENCE AND LACK OF CUSTOMER CARE! They took my money gladly, but rudely refused to make my vacation right! BEWARE IF YOU ENCOUNTER ANY PROBLEMS AS MY EXPERIENCE WAS MET WITH RUDENESS & A DISREGARD TO DO WHAT I FEEL WOULD HAVE BEEN THE RIGHT THING TO DO! read more

I have been renting a cabin through Railey for the past 4 years with no problem until recently. I rented a cabin for a large group ski weekend and spent about $3,000 peak rate for two nights. Upon check-in, the hot tub circuit breaker had tripped and there was ice floating in the hot tub. I called maintenance immediately and they sent somebody out to look at it. They were unable to fix the hot tub. I was contacted by management and they suggested compensation of $150 for a main amenity of the house being unusable. The manager argued that I should be grateful because other companies wouldn't be willing to refund anything. I politely asked for $300 to be refunded, which I thought was a fair compromise on a $3,000 booking. Management would not budge. Our entire ski weekend we went without a hot tub and management was unwilling to refund $150 more to make us happy. I made it clear that they've missed out on 24 potential future renters ever renting through them again and I hope it was worth it for their $150. Their customer service is AWFUL. If you are going to charge expensive rates for your rentals, at least have great customer service. Never renting through Railey ever again. read more

We rented a property from this company. Unfortunately, we had to cancel our reservation well in advance I might add. It was over two months in advance from booking our reservation that we had to cancel. He said that we would not get all of our money back unless someone rented our property for the same or more days. Someone rented our property for twice the amount of time that we were going to rent a property and was charged half the amount of money. So this rental company said that we would be responsible for the difference in what we were supposed to pay and what the actual renters did pay. And now we're out of money by $1000. I would never recommend this company and will be making all of my friends and family and everyone that I know aware to not rent from them. read more

I will not rent through this company any longer. If you come to the Deep Creek Lake area I recommend going through Taylor Made Vacations instead. We are long time renters and vacationers of the Wisp/DCL area. We have never written one bad word about Railey or there homes before. Especially given the pandemic we realize it's important to be flexible. However, the lack of professionalism has left me so disappointed that I will no longer rent through this company. Over a month ago in person we went and spoke to their vacation consultants about a home for our specific needs. We were in the area staying at one of their other properties for Christmas and even checked out a few properties for coming back for this over one week long vacation. They highly recommended Tall Castle. They assured us the house was a great one, even though some reviews in the summer had said there were problems they told us all of those were fixed and not to worry. We were excited, and looking forward to our vacation. We went home and within a day there were more recent reviews that popped up saying there were problems. We called Railey and stated our concerns they again said they had sent someone out and all the concerns were being fixed assuring us over and over. Then 4 days before our arrival we were informed that our rental was having a problem with it's fireplace. We were staying at this property for 9 days in middle of winter (over two weekends) three families with young children. This was seriously concerning we called over and one of the staff members actually hung up on us, so we called again. This representative told us that she would have guest services reach out. When we spoke to them and after some pushing they said fine they would see if they could fix the fireplace. A day later they said it was unfixable and then said that after we stayed and guest services met as a team the Thursday after we left they would discuss compensation and let us know. My husband wrote a long email explaining the whole situation with us staying 9 days, and the amount of assurances and concerns we had already received etc... They finally offered us 4 really poor options that were not suited for 3 families with young children, many were old and tired homes. We choose the best one they offered (Captain's Quarters), even though again we explained our concerns about spacing and bed options for our specific needs, given the pictures we were seeing. They kept telling us we were getting such an upgrade and they were swallowing $2000.00. We had concerns but what could we do? We learned that was untruthful after some double checking for pricing of the home on the internet. We show up to the rental it is right off Garret highway where you can hear the loud cars all night. The rooms are too small with the uncomfortable beds taking up all the room, and no room for even a dresser in some of them. The basement rooms are freezing, with a huge draft. The house has too much furniture and no space for movement. We actually had to move the couch all the way against one wall just to make a path for our suitcases to get upstairs. The couch is falling apart on the lower level, the temperature controls are awful so at night it is boiling in all the rooms and freezing in the main areas, and very dry. No one was able to have a good sleep since we could hear all the cars and some rooms shook if a large car or truck passed by, most of us give up at 4:30 in the morning. Moreover, it was lack of an apology or care from Railey that was really disconcerting. We were loyal customers of theirs for over 14 years. We rent at least one rental from them a year at various times of the year with no complaint. The only other time we have had an issue at a property is 4 ago when we rented through Taylor Made (but they rectified the problem immediately and placed us in a nicer home and apologized over and over). They have lost my business and if you value your hard earned money and vacations I would not rent through them. We will make the best of it now, Just use Taylor Made or Vacasa instead. read more

If I could give them less than a 1 star I would. We rented "Windy Acres", a Deep Creek property from Railey. The property was in terrible shape, yet Railey shows it as a 5 star (7 reviews from 2017 and 2018 only). They MUST DELETE THE BAD REVIEWS of their rental properties because the conditions were deplorable. They had many broken screens which allowed every mountain bug in, broken doors, broken hot tub handles, inoperable electric outlets, wobbly bunk beds. And the place was dirty, only superficially cleaned. Railey property maintenance is not maintaining and just collecting their money. To make matters worse, we had two service calls in two days and their response was terrible. We had no hot water after a day at the lake and THEY REFUSED TO DISPATCH someone until the next morning. We found the next day that it was only a thermostat and that could have been easily diagnosed the evening before but they refused to send someone out and instead acted like we were being unreasonable when we had 8 people needing showers. They falsely advertised and had TERRIBLE customer service. We cut our family trip short because we could not stay at their property for another night. So disappointing. read more

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I have to say this is probably one of the worst experiences I have ever had booking a trip. When I booked the trip, I thought the cabin was a bit over priced but I decided to go with it. My boyfriend was out of the country at the time on a mission and this was scheduled for the weekend when he returned. I purchased the trip insurance just in case. About 45 days before the trip, I had paid the first half. I decided maybe I should cancel the trip. When I called them, they said I could not cancel at all. And I was like really? I have only paid for 1/2 the trip? They would absolutely not let me out of the obligation to pay the remaining amount. I felt helpless. I decided to continue going on, but something told me things were going to get really bad. The weekend my boyfriend was supposed to fly home, he got stuck at sea. He practically almost died on the mission. Him and his crew ended up missing their flight back to America. When his organization rebooked his flight, he was arriving in America passed the vacation time I had booked. I called Railey to let them know I needed to cancel because he wasn't going to be back in time and explained to them what happened. They told me again, you can't cancel. You will not get any money back. The only way I would, is if someone rebooked the same time. At this point, it was Friday, and we were arriving on that Friday or supposed to be anyways. I asked them if I could please reschedule for another weekend, they refused to allow that as well. They told me I could go through CSA for this (the trip protection agency). So I file my claim with the agency. I sent them all the documentation I could, including trip itinerary, an explanation of what happened, and turns out my "excuse" which is not an excuse, it was a real life event, wasn't covered. There went $920.11. To add kicks to this entire roundabout joke of a place that Railey Mountain is, they called me to let me know that someone rebooked the room for one of the nights that I was staying. But, they would charge me a $150 cancellation fee and then another $65 administrative fee. So I would end up getting like maybe $75 back. Not sure how they felt like adding insult to injury would be a plus on their end, but it really disgusted me. I would never go through Railey Mountain again. I have never ever experienced such ridiculous cancellation/rescheduling fees ever. I lost $920 because my boyfriend was overseas and almost died. Meanwhile they made out on top by double booking the room for the same weekend I had already paid for. They mind as well should have given to the person for free. read more

I had a lot of ups and downs with my experience at Railey Moutain Lake Vacations. First, I was notified that my payment hadn't gone through but the computers were down so I wasn't able to make a payment until I checked out. That wasn't a huge issue. They let me check in early for free. The cabin seemed new and had more amenities than I would anticipate in a small cabin. 6 of us stayed in a cabin with a loft. * 1 king size bed, 1 queen size beds, & 1 queen sofa bed * 2 bathrooms ( with heated lamps) * Small kitchenette (included a large fridge, toaster, microwave, panini maker, sink, and very small counter space) * Hot Tub (aka the hot tub of death) We were mostly excited about the hot tub. None of us had ever been in one. Unfortunately, a few of us decided to go into the hot tub, and the next day we all realized that we has a case of tub folliculitis. GROSS! I guess I should have thought something was wrong when the water smelled fishy, but I figured it would be fine. You will never see me in another hot tub again! Railey Moutain Lake Vacations agreed to pay for my friends medical expenses. She ended up having to go to her doctor and then the ER. She was prescribed a bunch of hardcore medications too. She had it pretty bad. So If it wasn't for hot tub mess, I would have given this place 4 stars. If I were to go to Deep Creek again, I probably wouldn't mind staying here. I would just stay away from the hot tub. read more

When a person pays this amount of money one should expect a clean place without a years worth of dust, cobwebs, and dead flies in the hard to reach areas and ceiling light fixtures and the previous tenants trash in the garage. read more

We had a weekend event and we rented two 5-bedroom houses. 0. The staff are very nice and their time of key pickup is flexible even after hour. If you arrive at late hours, you can use the coded box in the back, while, everyone knows the code. 1. One of the house is not what they showed us upon reservation, and it is one bedroom short...We have to call the office. Fortunately, they gave us the key for a third house. 2. The gardener happened to put fertilizer around the house the night before our event. So, you can guess how the outdoor dinner smells like. 3. The house are very clean, maybe because we are the first for the season. You have almost everything you need to host a party of 10~15. The view from both houses is very pretty. Half of the windows need proper fix as they can only be closed by force from outside. 4. You received $100 coupon next visit. read more

If I could give this company negative stars I would. The customer service and lack of communication are astounding. We have been proactively reaching out to book a property for the fall of 2022 for 3 months with no more than 1 sentence response from the reservation manager, Charlene. After waiting for responses and working through their "process" we were told the property was not even available - no offer to help us find a different rental or provide further options. We will be taking our multiple house rentals to another company. read more

Railey made us feel very welcomed when we arrived to Deep Creek. We have used Railey for all of our trips to Deep Creek, they have wonderful homes to choose from and an easy website to navigate. We have been coming to Deep Creek for years and when my retirement year begins, I know where I want to call my new home. read more

We stayed in their Bella Vista lake house on Presidents' Day weekend and it snowed literally every single day we were there. They plowed the driveway early on that Saturday morning but the next day when we were scheduled to check out, no one ever came to plow the driveway, even after we called them about three times. Their answer was always the same, "the truck is on it's way, it'll be there soon". So from 8:30am to 10:30am the truck was "on its way" yet it never showed up. With check out being at 12, we literally had to shovel our way out the deeply inclined driveway, with a flimsy plastic shovel nonetheless. I finally lost it when my car slid back down the driveway and almost crashed into the house, I called the office and the woman that answered had an attitude problem. I finally was able to make it out of the driveway with three men pushing my car up the slippery incline. Also when we first arrived at the office to check in the day we arrived, I stood there waiting for someone to look up and realize we needed help and the girl proceeded to tell us that they usually don't rent to groups of people who aren't family. Half of us staying in the house were actually related/married into the family and didn't have the same last name. I didn't appreciate them trying to accuse us of being loud rowdy bunch of young people right off the bat. Bottom line: I will NEVER rent from this place again, mainly because of how rude the people that work there are. read more

When I was booking my vacation in the Railey website I found a property that offered free access to the CARC (local athletic club). This was great because I have 3 kids and wanted a place for them to play basketball or swim. I paid the full agreed upon rental cost. 2 weeks after receiving my last payment, I got an email message saying that the CARC is no longer a part of rental agreement. When I asked if there was going to be a refund here is their response: "Unfortunately we do not refund for changes in amenities and this is disclosed in the terms and conditions we provide to our guest at the time of booking to read and agree to. Property amenities are not listed on the contract and no warranties are made as to accuracy. No refunds will be given due to dissatisfaction with a non-working or non-available amenity, or nonessential amenity associated with the home. I apologize for the inconvenience and thank you for your understanding in this matter." So they can change the agreement at anytime they like and there is nothing you can do. According to their "agreement" they can remove TVs, refrigerator or hot tub" and you will not receive any compensation. Be aware of this practice, highly questionable contracting management. read more

THEY SHOULD HAVE TOLD US SOMEONE WAS SHOT IN THE MARKWOOD MANSION. All other service was professional and reasonable. I'm attending a wedding and I heard through the grapevine that someone was brutally murdered on our rental property. I can understand telling us that there's no room to park all of our thirty visitor vehicles in the driveway but I just find this news offensive: http://www.times-news.com/news/local_news/developer-wife-shot-to-death/article_f4b48c60-d663-5dd9-95d9-cabcb4a5cb43.html I don't give a shit whose getting married, ya'll better check the local death records before you rent from these hoes. read more

I have used Railey for three years now an have never had a bad experience. The reservation process is easy and convenient. All procedures, fees, deadlines, etc. are disclosed as soon as you make the res; the staff has consistently been responsive, friendly, and very helpful from start to finish. The single-family rental homes are immaculate and reasonably priced for large groups. When my friends and I (11 of us) go during the off-season (March), we pay around $200/person for Thursday night thru Sunday (and that is AFTER the taxes and fees). Most of the rental homes have hot tubs, pool tables, cable, free Wi-Fi, and beautiful views of the lake. Checkout is a breeze - you empty your trash, wipe down the fridge, and roll out. No need to wash linens, towels, vacuum, etc. They take care of everything for you. Deep Creek via Railey has become an annual event for me and my friends. read more