Phylicia Butler

Review of Railey Realty and Deep Creek L...

We did not have a pleasant experience unfortunatel...

We did not have a pleasant experience unfortunately. We stayed at Cedar Vista 6/14 - 6/17. The home was not at all up to par and we wasted our money! Upon check-in we noticed several issues but didn't seem to be bad enough to complain until the pool wasn't working properly and the hot tub was also broken and leaking. After finally speaking with someone in the management office about the pool having too much chemical in the water and the hot tub being cold and leaking, I was informed by an agent/employee in their office that I would be compensated for one night's stay prior to being given an amount for the credit for the pool and hot tub. I didn't request it, it was offered without me even having to ask. They then went back and declined the initial refund claiming I was never told I would be compensated for one night's stay. I do feel that this is poor customer service (especially under the poor circumstances) and a refund in the amount for one night should be honored in addition to the credit for the pool and hot tub. We could've chosen to stay anywhere else, but chose Cedar Vista and clearly wasted a lot of money - almost $4000. I also don't appreciate only receiving email communication from Tiffany (the manager) instead of providing the courtesy of returning my call and speaking with me in person vs email only. Only replying via email comes off as very dismissive and appears that she didn't care to provide common customer service.

I feel as though it is a poor decision on the property management company to only provide such a small reimbursement for a home that wasn't cleaned properly, a home that had holes in the floor covered by random rugs, dog hair throughout, a pool toy from the previous family left in the pool, too much chemical in the pool causing a rash on one of my family members, a cold, leaky and non-functional hot tub, a dishwasher that wasn't properly secured, and "heated" pool that didn't work right and then didn't even re-heat properly once the tech claimed it was fixed.

DO NOT STAY HERE! There are known issues that are not properly being addressed.