Alphonso Westley

Review of Railey Realty and Deep Creek L...

I hesitated to write this post hoping I would rece...

I hesitated to write this post hoping I would receive a reasonable response from Railey Vacations Management, however their slow response time and piddly compensation has changed my mind. I paid close to $7K for my vacation which far exceeds 1 months mortgage payment for this property. My vacation with Railey Vacation earlier this year was phenomenal, so we decided to go again due to covid-19 and so many travel restrictions albeit this will be our last time.

The first concern was receiving an email stating the property, Copper Canoe, was for sale and to possibly expect tours. This should have been a phone call not an email. The second concern was receiving an email, again no phone call, one hour before arrival that the gas stove/range was out of service. If the home was cleaned and a thorough walk thru performed to confirm it was vacation ready there would be no need to for this last minute oversight. I think it's ridiculous to have an experience like this during vacation and not speak to anyone except the technicians who installed the new range on day 4 of our trip. Once the range was installed I was asked to move it to an area in the home to keep it out of our way? I moved a table and asked the technicians to move it as me nor my family should be responsible for moving a range on our vacation or risk damaging the owners floors. The range was never picked up and stayed in the dining room area the duration of the trip. My family had to purchase over $1,000 of additional food locally that could only be cooked on hot plates due to the range being broken. To hear that the home was for sale via email and to expect tours is one thing, but to hear that the range is down via email is truly unacceptable. The home was not clean or it had not been used in a while including the amenities. I have several photos including the dirt ring around the pool, old spider webs that accumulated tons of bugs and dust and filthy surfaces. My family had to purchase cleaning supplies to perform high touch cleaning. Pest control had not come to the home to clear out the numerous spider webs inside/outside the house which had been there for a while. Several technicians came by to help to the best of their ability but I was never called beforehand to inform me to expect someone, we were at the lake several times and could have missed these technicians. 2 techs arrived without masks and hesitated to put them on after I asked them to wear them in the house stating they were almost done with the install?

After returning home from vacation I called and finally spoke with a representative for customer experience, Robin Spiker. I was told that management would consider compensation for the loss of the amenity. I was offered $400 credit and $100 for a future stay. That offer is ridiculously inequitable considering my family had to go to the local store and purchase additional food due to the loss of the range and our inability to go out and eat as a group due to our group size being too large due to covid-19. After I responding to the compensation offer I was told by Robin "I will take this to be reconsidered next week, but I doubt that $1000 will be considered. I will take it to management however. Thanks" This is poor service recovery and I will no longer consider myself a loyal or satisfied Railey Vacations customer! I would like to speak with the manager of Railey Vacations and not the customer experience representative. I should not have to wait another week for this to happen.