Railey Realty and Deep Creek Lodging Company Review

We stayed in Fox Den for Christmas week. The house was very clean and suitable for what I needed. It was my three young children and I, so we didn't need a huge space. The kitchen was stocked with pots, pans, measuring, cups, and anything we needed. It snowed the whole time we were there and someone came to clear the walkway, porch area and even my vehicle three times a day, which was nice. I would definitely stay at one of these properties again.

Overcharge and over rated,2000 for a weekend then find out only 600 went to property owner.
Check in at 4pm
Checkout at 10am
They have a late checkout for 1pm but cost an additional 200
Too much middle man markup
Property was nice but not that nice

Showed up to a bed bug infested house and we called to be placed in a new home and they blacklisted us because of their own lack of cleanliness & attention to detail. Embarrassing customer service. Worst reality office in Deep Creek

Great house and amenities, but really slow internet. Unfortunately in 2020, that s kind of a deal breaker as we had lots of trouble organizing activities with Internet that barely worked. Get high speed internet in your rentals and we will be back.

Awesome! We rented a home for a couples retreat. Everything was easy to book and the staff was very friendly.

The rental company has not paid attention to the details in the home we rented. I would not stay here again nor use this rental company.

The home was well located and nice with a hot tub and sauna. However, a huge issue was the bed and sofa quality. On 2 beds you could feel the springs just by laying your hand on the bed cover. My bed was hard and creaked everytime I moved, I saw in the morning it has a plywood base. The living room couch was off limits due to the spring coming up and the space where the cushions should be had no filling. With a family of 12 not being able to use the living room area for games and hanging out was unfortunate.

What a wonderful Thanksgiving holiday spent at Deep Creek Lake in our Railey Mountain Lake Vacation rental home! Thanks so much for the hospitality, clean accommodation and the turkey basting pan!

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 McDonalds 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.

Stayed at papa bear. House was dirty, furniture old and stained. Showers were covered in mildew and lower level had mold on the ceiling. House could be great but it was hard to get past the filth. With the covid I expected so much more in cleanliness. Upstairs shower the pipes squealed, had to run faucet slightly to keep the squealing down. The tvs are so old they emit a high pitch noise when in use. Ceiling fan in upstairs bedroom shook so bad i expected it to fall off the ceiling. Leaving the fans on all the time on the lower level and cranking the air to 64 degrees is no way to fix the mold in the basement. Carpet was damp and smell was terrible. I would not recommend this place. I cleaned all the door handles and light switches when I arrived. Paper towel was black. Outside furniture was not cleaned tables were glass but looked black from dirt. Fire pit was nice, two broken chairs. Why not throw them away??? We still enjoyed the area fishing, kayaking etc.

This review is for Cooper Canoe Deep Creek Maryland for stay June 1-8, 2019. DO NOT RENT! Lake Front Prop w/NO Lake View at all. Upon arrival many things were very noticeable but, the one thing is how un-welcoming the outside of the house was. The front was so dirty and the back deck was 2x worse. The grill area was so bad we didn't even bother to grill out. The walk way down to the lake was very over grown. Dock Slip # 11 could not even fit out Pontoon Boat. The house says it can accommodate 20. Well, the kitchen had a garbage can that was so small we had to go out and buy a new one. And 1 skillet, 1 9 x 13 and 1 pot and 1 sauce pan. The 4 kitchen bar chairs were broken, the 2 master bath shower heads were broken, a couple of ceiling fans were broken and sliding doors. The carpets in the 1st floor Master were terribly dirty. If you have anybody sleeping on the sofa beds bring a topper. They were absolutely horrible. Not even the kids would sleep on them. Very, very disappointing for the amount of money spent to stay at Cooper Canoe. I would not recommend it to my worst enemy!

We have been coming to Deep Creek Lake for nearly 30 years and have rented from Railey many times. This year was the fourth time we chose to rent with Railey and spend Thanksgiving at the lake (the house was Telestar.gon). Although the layout of the house was nice and suited our needs, we were disappointed for the amount of money we paid. The house was SO DUSTY (light fixtures, fans, air returns, etc.). We had to move a couch and look under one of the beds and it was DISGUSTINGLY DIRTY! We have two family members with health issues (one respiratory) so this was a concern. One of the master suite beds was broken so my brother was cutting wood on Thanksgiving morning to shimmy up some support since the bed dipped in the middle. Although the kitchen had lots of items in it, they were all greasy/dirty and had to be washed first and it was very unorganized and hard to find anything. The refrigerator smelled like fish, too. I am concerned Railey has gotten entirely too big to give the excellent service they used to years ago. May be the last time we rent with them. May have to try their competitor next time and give up the loyalty.

Our family of 30+ enjoyed our first week long reunion at Herrington in August 2019 and we hope to "do it again" next year. Great facility with all the amenities and quick reaction to any minor detail.

This is a lovely house, very spacious with plenty of space to enjoy each other or have some quiet time. It was a cold weekend so we didn't get to enjoy the outside space but it looks wonderful. We would like to come back in nicer weather. Would definitely recommend.

My Family Really enjoyed our stay at Deep Creek Lake. There was no Contact for check-in or out. We download the Railey Vacations app which had all the info about our reservation and things to do in the area. Our Town house was clean and equip with every thing we needed for our stay. I do recommend making reservations for the various activities in advance.

We stayed at Amo Il Rustico, overall is ok but 2 days into the trip, the appliances start to break down. The first to go is the oven handle, and follow by the dryer. It was really unfortunate, the location and the layout of the cabin was great. I would suggest it needs some upgrade.

Field of Dreams House was very clean and awesome. Very beautiful place. But internet went out twice in 3 days and service man will come only in day time to fix it. And we forgot our laptop bag too in the Vacation house and we didn't get any proper response back. We lost Laptop and other valuable stuff in the backpack. We are still trying to get in touch and find our backpack with laptop. :{

We have used Railey Vacations twice now for our family vacations in Deep Creek Lake, MD. They are wonderful to deal with and very accommodating. Jessica went out of her way to find us what we were looking for. I would definitely recommend them if you're planning a trip to Deep Creek Lake, MD!

Our family rented the home Imagine That during the week of Thanksgiving. Our stay was fantastic. This was our first time renting with Railey Vacations. We didn't have any issues. The home was right on the lake and the views were amazing. The home felt very cozy and homey. The older kids loved the basement and enjoyed hanging out down there for the duration of the stay. The weather was great and not to cold and we could walk right to the lake from the back yard. I would highly recommend renting this home. This house is a great location on the lake. We can't wait to go back and would rent Imagine That again.

We had a wonderful time at this house. It is about 10 minutes from the Wisp slopes with easy access to the other local amenities. The house feels very private although there are other similarly beautiful houses nearby. The driveway is easily accessible and not very steep even if you have a non 4-wheel vehicle. Our family enjoyed the 5 bed rooms (one room had 3 beds in form of a single, one double with a single bunk on top) with the other ones being queen/king beds. All bedrooms have TVs. There are two wonderful gas fireplaces and a pool table for a lot of fun for our older kids! The hot tub outside was a bonus that everybody enjoyed with the snow around us making it a wonderful winter break experience. Kitchen is appropriately equipped with all the essentials. We just brought what was suggested during the registration process by the company. We wished we could have stayed longer and strongly would recommend this to any family staying near McHenry!

Our stay at "deck out" was great. All of the amenities were comfortable. The dining room table was a bit beat up and needs to be replaced. The decks are in desperate need of being stripped stained and sealed. Also, the air hockey table was not there even though it was shown in the pictures for the property. But we had a really great time.

This company cancelled our reservation for a holiday family vacation 2 days before it was to begin. Apparently the property was double booked. I was offered a full refund like it was a generous offer & was not compensated for anything else. The person I spoke with hadn t invested other alternatives & delivered this news with no real compassion telling me upper management would probably offer me discounts or something at a later time. This was our first family vacation all together in 3 years! It was important & therefore heartbreaking to get this news at the last minute! My reservations were always showing on the site. I m still dumbfounded that the reservations manager would call me without exhausting every resource to provide an alternative. I also didn t buy that the other party s reservation was kicked out of the system! I had spoken with 4 different people about various aspects of the trip between the time I booked it & the phone call that cancelled it. Every single person I spoke with there referenced my reservation...the most recent one was yesterday morning. I will never book with this company again! There is no way to make up for the lost family time, but the cavalier attitude of the person I spoke with certainly provided no solutions or comfort! If I could give 0 stars, I would!

We stayed at Angel's Landing for three nights. An older, but lovely and well kept home with a spectacular view. My only complaint is the unavailability of Railey during both the booking and stay process. They sent me two different access codes, and I was unable to get clarification on that and a couple of other questions. I could never get anyone on the phone, and no one ever answered an e-mail. Fortunately one of codes worked. There were two minor maintenance issues at the house and the maintenance contact was responsive and the issues resolved, so kudos for that.

The house was nice, but there were a lot of "little" things that were overlooked in the home that impacted our stay. Broken microwave, broken grill, dirty hot tub, rugs that were not cared for or replaced when needed so they were tripping hazards, not a kid friendly home lots of random glass items placed that were easy to reach. The cleanliness of the home was average at best. We loved the area though, and will go back but will look for a better home next time.

It is a great house in a wonderful location with wonderful views. House was extremely accommodating, and very clean. Would highly recommend the house and Railey vacations who made the stay extremely easy and accommodating.

Enchanted Lakefront- Great service from the rental company. Nice home, spacious and clean. The exterior/ landscaping and waterfront area was not well taken care of. Overgrown with weeds and fallen trees on the beach area. We had to call for hot tub service twice as the water was green. The grill needed to be cleaned- caught on fire when we were cooking because it was filled with grease. Overall great experience but grounds/ outdoor facilities need attention.

We had a wonderful vacation and will be renting from railey vacations next winter!

We stayed at Morning Glory and had plenty of space for our large group. The kids loved the basement with the pool table, however were a little disappointed there was no ball to play foosball. We thought the water in the hot tub needed balanced and when we called after normal hours, they sent someone out that night! Would stay here or in one of the other homes again.

Jessica and company provided top notch customer service. I had an issue with the property and Jessica worked it out admirably. In fact, probably the best customer service from any company all year. I've been going to Deep Creek lake for 40 years. I've found the only realty company I will be doing business with from now on. Excellent service.

My experience at Grandview Lodge far exceeded my expectations. Railey Vacations provided clear instructions prior to my stay. The property was extremely well maintained, and very beautiful overall.

I assumed that the $ 150 damage waiver is refunded at the end of stay if their was no damage. I was told it is never refunded. It should say that in the contract !!!!

They just cancelled our reservation for new year's that was booked more than a month ago. No explanation. No apology. Nothing. We had 4 families with kids travelling - one via air. Very disappointed.

We loved our place at the OA Chalet. Beautiful, private, clean, spacious house. Loved the fire pit and hot tub. Railey Vacations was responsive to everything we needed. Great vacation!

When we arrived the hot tub was not working so early the next morning I called Michelle and she got the repairman out there right away. We were in the tub that night and had a great time!

Clean, peaceful and lots of fun things to do in the area. Although it rained during most of our visit, we were still able to enjoy the amenities that were available in the beautiful home. We are definitely planning to visit annually

Fast and friendly service. Made the vacation logistics very simple.

Great stay at deepcreek, and What a nice house we all fit perfectly . More than enough beds for 12 people. Thank you!

We stayed at Country Ridge for 3 nights for New Years. Beautiful and clean house with everything one would need. The company is very professional and makes the booking process seemless. Highly recommend.

We paid over $8 K for five nights at Copper Canoe over Labor Day. We were told to bring our food so the local grocery stores were not overwhelmed. Since we live in Massachusetts, this was not easy but we went to our daughter s home in Baltimore early and purchased groceries and made numerous dishes that we froze and planned to bake in the oven. One hour before arrival, we received an email that the gas stove was broken. We were told it happened that day (Sep 3) but the tag on the stove said it was broken on Aug14. Unbelievable! If they had told us earlier , we could have altered the menu. They said they were sorry, there were hot plates and a convection oven ( a small toaster oven). Unacceptable.
One of the reasons we rented this expense home was in the indoor pool, which was not serviced and cleaned till after we arrived on Sept 4 and again on Sep 5- we couldn t use the pool for 2 hours the first day and 1 hour the second day. My grandchildren had to sit and wait.
The final straw was we tried to contact Railey over fifteen times to discuss the small compensation of $200 for our inconvenience of the stove. They only responded once and called our Massachusetts home number when we had told them numerous times on messages to call our cell phones. The communication was terrible. I have rented several homes through VRBO and always was pleased. Railey Realtor had very poor service and communication with us. I would not recommend Railey to anyone.

We rented Big Bear cabin for our anniversary and were immediately unimpressed with basic issues that should not have existed especially for $1400+ for two
nights. The coffee pot was filthy and windows were unlocked on ground level when we arrived. Handles to doors were missing and/or broken; the sliding door downstairs to the hot tub was extremely hard to open from the outside due to the broken handle. The toilet paper roll handle in the half bath was completely broken away from the wall and useless. The exhaust fan in the master bath made a very loud rattling and sounded as if it would break if left on. One would expect for the cost of renting that all of this would have been remedied prior to stay.

This review is for the property Papa Bear. The house is beautiful everything from the view , the high ceilings in the family room, and the location were perfect. I would recommend planning a vacation here , especially during the snow season. We definitely had a blast and look forward to the next trip here.

We stayed at Cap's Corner over the holidays and it was great. We had great weather and great company. Working with Railey Vacations to book our next family get together.

I been going to Deep Creek Lake for about 15+ years...One of my favorite getaways! we stayed at Deep Knee Retreat over Labor Day week 2020...While yes I enjoyed my stay, i will say that i was quite disappointing with the old furniture and appearance of the house. While everything was semi clean, there was a lot of old trash under couches, as if everything was literally swept under the rugs. Jacuzzi had a weird brown stain, outdoor area looked as it was not cleaned in over a year, wood on deck was super old and had a lottttt of spider webs. I will continue to go to Deep Creek, but this house was really outdated! Will definitely consider a newer listing next time.

Stayed at Eagles Nest - first of all, we save hundreds of dollars by booking with Railey instead of VRBO. Beautiful views of Deep Creek Lake. Plenty of space for the 6 kids (all under 5) to play, with many board games. And the adults loved the sauna and hot tub! It was our first time to Deep Creek, but certainly not the last!!

This is the second year I ve rented with Railey. Last year was great and this one was better. This trip started a bit rough; we originally booked another house but was pulled for unknown reasons. I was worried but staff worked with me to get a quick refund and find a new place. The home we stayed in was very nice, had ample space, and a gorgeous view. To end a great trip I locked my keys in my car a few minutes before check out. I called Railey and staff helped me right away schedule additional time in the house while waiting for a locksmith. I can t wait to plan next years trip!

Beautiful property.. My biggest complaint was the lack of information upon checking in. First, we were told by reservations, we didn't need to check in after having paid. But no entry instructions were provided so we had no choice but call back, only to be guided to a main office, which thankfully, was still open. What if we had been late arriving? Anyway, the packet we were given had incorrect internet login instructions. It was the next day we saw the correct login on the refrigerator. Again, great property, but information sharing was poor.

VERY DISAPPOINTED
MY BIRTHDAY WEEKEND
The hot tub didn't work, Refrigerator wasn't cold enough to keep ice cream frozen for I'll kids. Cable didn't work up stairs in the rooms

We found a property through HomeAway, and requested to book. Because it was a holiday weekend, they had an extended stay minimum that we could not meet due to our schedules. We declined their request to add an extra night to our stay, and were told that our reservation was canceled. Days later, we were still charged and the company has been completely non-responsive in doing what they need to do to refund our money. I would NOT recommend working with them.

I have had the pleasure of utilizing Railey Vacations for a couple of years now for housing. They are extremely professional, knowledgeable, and friendly when it comes to your booking experience. I would highly reccomend them when it comes to vacation rental needs in the Deep Creek Lake area!

My wife and I have been vacationing in the Deep Creek Lake area for over 30 years. This summer we had booked our vacation rental property with Railey over the week of July 4th. Due to an unexpected illness to a parent, it became apparent that we would be unable to make the trip. We verbally canceled the vacation with Railey, and were advised that they would have to re-book the home for there to be a refund. Shortly after the cancellation, the home was re-booked (we followed this on their online calendar). We were advised at that time (April or May) that we would have to wait until the end of July to receive our refund for "accounting purposes". We waited. I called at the end of July to request the refund and was initially told that we had never made the reservation. (?) Then once found, was advised that expenses would be taken from the refund. We had made 2 payments on the property prior to canceling, approx. $2,200+. We were told that we would be reimbursed approx. $1,500 due to costs and admin fees. $700+ in charges for a trip we never took? Also, it was re-booked so there was no out of pocket for the property owner. This is unacceptable. We will NEVER book with Railey again and would recommend renters make sure you aren't going to have to cancel before having them book your trip. In case you're wondering, we did take the Red Sky cancellation insurance. I've reached out to them as well and they indicated that since that week has passed there is nothing they can do. They did imply that had Railey contacted them to advise our trip had been canceled at the time we did so we could have been reimbursed. VERY disappointing outcome.

We had an amazing time in Deep Creek at Red Run 2-A-2! The condo was cozy and roomy at the same time. I would absolutely stay there again.

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

My family and I enjoyed our stay. The photos were very accurate. The house was clean, comfortable and beautiful and the views were breathtaking. This was my first time renting from Railey, the staff were extremely friendly and helpful. I will be back in April.

This review is for Cooper Canoe Deep Creek Maryland for stay June 1-8, 2019. DO NOT RENT! Lake Front Prop w/NO Lake View at all. Upon arrival many things were very noticeable but, the one thing is how un-welcoming the outside of the house was. The front was so dirty and the back deck was 2x worse. The grill area was so bad we didn't even bother to grill out. The walk way down to the lake was very over grown. Dock Slip # 11 could not even fit out Pontoon Boat. The house says it can accommodate 20. Well, the kitchen had a garbage can that was so small we had to go out and buy a new one. And 1 skillet, 1 9 x 13 and 1 pot and 1 sauce pan. The 4 kitchen bar chairs were broken, the 2 master bath shower heads were broken, a couple of ceiling fans were broken and sliding doors. The carpets in the 1st floor Master were terribly dirty. If you have anybody sleeping on the sofa beds bring a topper. They were absolutely horrible. Not even the kids would sleep on them. Very, very disappointing for the amount of money spent to stay at Cooper Canoe. I would not recommend it to my worst enemy!

My family and I really enjoyed our stay at the "It's a wonderful life" house. Railey vacations really made everything so nice and easy. The home had everything we needed and more despite the lack of the view of the lake, even though it's lakefront you can't really see it due to the trees but I assume that the homes around there aren't allowed to cut them down because all of the homes around us were like this as well. Will definitely return someday and use Railey again!

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

My family has vacationed at Deep Creek Lake since my father was an infant. Railey's is ALWAYS the best. We made a last minute decision to schedule a vacation and there were very limited options available, but they found us the perfect place for a week away!

This was an absolutely wonderful vacation home. The suites with bathrooms is a must have for my crew. The walk to the lake is short and easy. The fire pit was an absolute delight...and the hot tub was great. The big jacuzzi tubs inside the house were phenomenal as well. I would definitely rent this home again. Both check in & out was very easy.

We had a great time at Wine and Roses. The house was laid out perfectly and great location but we were a bit disappointed at the cleanliness and lots of minor maintenance problems. The house needs someTLC and definitely a deep clean. The main things were the bathroom faucet in shower above garage we had a hard time turning it off. The one burner knob on gas stove also was hard to turn off and the refrigerator grate below refrigerator was absolutely filthy. Not ideal for a 7 month baby crawling around. I guess the bottom line is paying that amount of money and having all those issues was disappointing.

We rented a place called "Altitude Adjustment" from Railey Vacations. The house itself was mostly fine. Our main issues with this rental were all the interruptions to our stay.

Construction was going on at the house when we arrived at the rental, well after our scheduled check in time. The front door was completely blocked by construction vehicles. They continued with their work with no apology for about an hour after we arrived. This construction then resumed early on the morning of our checkout, which was also during prominently posted quiet hours (before 8am).

The fire alarm started going off at 5am on our last morning and there was no way to turn off. All fire alarms were hard-wired and synchronized, so the whole house was awake. Since we were all up, we got to see the construction crew arrive before 8am to start using their power equipment Soon after, hot tub service arrived and wanted to get in to the rental, which was also before our checkout time.

We told Railey Vacations about these issues and they took no responsibility. They told us that they are only a soulless property manager, so they could't possibly do anything about these types of problems.

very nice clean house. We stayed at the morning star for my birthday weekend. 6 couples plenty of space. We really enjoyed our stay! Can't wait for next time :)

I stayed at About Time this past weekend. The property was amazing. I was impressed at the size of the home. The property was warm and inviting. I would recommend this property to anyone traveling with a group of 7 or more.

I would totally recommend staying at Railey Vacations. Spacious house and super warm in the winter with an amazing view. Costumer Service was on point. :)

They promised us that coming when it snows wasn't a big deal because they said they will plow every 4 inches. The plows didn't come until checkout time. Even worse, the guys running the plows (who were Railey employees) said the company rented out the drivers to clean up else where. They didn't care about us until checkout.

We loved our stay at Summerside! The property was as beautiful as advertised, and the value was amazing. The reservation and check-in process was detailed and convenient. We will definitely book again with Railey Vacations.

Pleasant house, good location, good service from lodging company. Would certainly stay on the mountain again!

Homes should be inspected before a family comes in AND if they are ,SHAME ON RAILEY VACATIONS : HOT TUB GREEN AND JETS DIDNT TURN ON ( customer service acted as if it was an inconvenience to them ) they came out twice it never worked, Dishwasher parts where in dishwasher , ( COVID : this made us very uncomfortable ,not to mention we had to wash dishes by hand before and after we ate) carpet JUST GROSS, cobwebs every corner of house , and outside furniture dirty and broken. The one great thing FAMILY TIME ON LAKE with great weather,.. no one wanted to be in house!

Our place was in sad shape. A door stop was missing on a bedroom door, and the one of the hinges was loose. The floor was dirty. Some of the sliding glass doors were so hard to open that adults had trouble. This is a safety issue folks. The list could go on and on. No pride in ownership.

Our stay at the Railey cabin was great. The owners put such thought into decor, and everything we need. We had plenty of space for 5 people, and the beds were so comfy! Great space for a family gathering. Although it rained the last 2 days, we had a lot of fun playing the games and puzzles that were in the basement.

The house was clean & well-appointed & staying near the top of the lift made for excellent people-watching!

The staff was rude and unproffessial. When we asked about rescheduling because of the COVID 19 they would not let us even though we purchased the insurance. It was going to cost us over $500 to cancel. We have gone to Deep Creek for the past five years and love the area. We will not be using Railey Vacation again.

Great experience working with Railey Vacations! I planned a trip for 26 at the Ritz At The Lake and Railey vacations made it easy to book and communicate any concerns or questions!

I had paid for early check in but when arrived the house was still being prepared so i called in and Railey not only refunded us for our early check in, but also provided us with complementary late check out!

Additionally, it was snowing on our departure day which made it a bit difficult to drive out of our steep drive way, called in and Railey allowed us to stay a bit longer so that the driveway could get treated for a safe departure. I will definitely be booking in the future, This is true customer service. Thank You!

The whole experience with Railey Vacation was great. We received timely emails about our stay, the staff at the check in location were wonderful, our condo was available earlier than promised and the place we stayed at was very clean. The place actually was much larger inside than we expected from the pictures. We called for a minor issue with a door and they sent someone over who addressed the concern. We were very pleased and plan to use Railey Vacations again.

We honeymooned at the cabin called Water in the Sky and it was a fantastic trip! House was adorable, clean, and felt like our own home. So welcoming! We will definitely book again! Can t wait to go back!

Railey made the whole vacation stress free. The house we rented was peaceful and the lake was beautiful.
We had a great time !

home was in need of : paint , and landscaping . The hot tub and outside grill were very dirty and unusable

Amazingly beautiful home with everything we needed for a cozy December weekend for a large group. The home looked just like the photos, only better. Check-in and Check-out could not have been easier, all staff was friendly and efficient. We had such a great time that we are planing to make this a yearly trip. Thank you to the homeowners and Railey Vacations. Highly recommend!

My family and I have rented many lake houses through Railey s over the years because they provide access to amazing quality houses! The people are professional, the rental office is immaculate, and the check-in/out process is easy.

The best part is how accommodating they are! After paying 2 of the 4 installments, my family realized we couldn t go to an upcoming rental next month because we have people who are high risk for COVID-19, so we had to cancel. By letter of the law, they could ve just kept our deposit and we d be screwed, but they gave us a full refund!! This was so nice of them. We re very appreciative, and we ll keep using them for sure. Thank you Railey s!!!

Railey was great from start to finish. Very helpful in selecting a rental house that was perfect for our needs. They made signing all the appropriate documents easy. When there was no gas for the outdoor grill it was replaced within the hour.
I will certainly use again hopefully next year.

I have rented from Railey Mountain Lake Vacations numerous times and after this "vacation" it will likely be the last time. We are staying at Marsh Hill Chalet on Marsh Hill Road near the Wisp Resort. Upon arrival we found that the upstairs bathroom faucet was leaking, the garbage disposal was not working, the refrigerator wouldn't get cold and the basement TV was not working. I called maintenance first thing Monday morning and they sent a woman to check the TV. She checked it out and informed us we needed a new TV because the old one had the cable hookup stripped. She said someone would be bringing us a new TV. About an hour later she returned to check the TV again and was working on it for over an hour and then said we would have to wait for Comcast to come on Wednesday between 8am and 12pm. The maintenance man came later on Monday to look at the faucet and garbage disposal. Turns out the faucet seals were shot and he said it needed replaced, but he did not have the authority to put in a new faucet and someone superior to him would be in touch. It's now Thursday and we haven't heard anything and the faucet is still leaking water all over the bathroom. The garbage disposal "works" but you have to jam the button hard and fast to get it to work. Also, we were told the refrigerator is just not strong enough for a lot of groceries. So Tuesday evening rolls around and we notice a huge blinking red light on a box outside of the property. I call first thing Wednesday morning and was informed that means there is a sewage issue and we couldn't use any water until the county sewage company comes out to check the septic tank. Super. The Comcast guy came and said the only issue was the cable box was not properly connected to the TV and he fixed it within 30 seconds of being here. The county sewage guys came around lunch time and said they were waiting for Railey to give them the coordinates of the septic tank on the property. That didn't happen until 4pm while the county workers waited. Finally, we were able to shower and use the toilet after 5pm. I called the maintenance department to complain about all of the issues and to mention the faucet still wasn't repaired. Debbie in the maintenance department told me there was nothing she could do and she'd have to transfer me to Guest Experiences. I spoke with Patricia and explained how unhappy I was with all the issues and basically having to act as the homeowner while I should be enjoying my vacation. Not to mention, we couldn't use any water for a whole half of a day. She offered to bring us bottled water... obviously she missed the point. She apologized but once again informed me she didn't have the authority to offer any consolation other than her apology. Today is Thursday and we still have a leaking faucet and a refrigerator that doesn't get cold. I paid a pretty penny to stay here with my family and it has been a huge disappointment and unnecessary stress worrying about a place that I don't even own. Patricia informed me she could take my complaint to her superiors in their weekly meeting that happens every Tuesday and they would decide if I should receive compensation. Unbelievable. We picked up rental guides from other rental companies for next year because Railey has proved to have unacceptable standards and poor customer service in my book. Oh and by the way, they DO NOT spray for insects regularly. If you stay at Marsh Hill Chalet, I hope you like spiders. Do yourself a favor and skip renting from Railey Mountain Lake Vacations for your future visits to Deep Creek. Such a shame that one of the formerly reputable companies has gone so downhill.
UPDATE: Railey did offer to reimburse me for one night's stay. We stayed there from August 15th to 22nd. I was offered the reimbursement in August 29th. I do appreciate their effort to rectify the situation and the woman who I corresponded with, Charlene, was very apologetic and professional. I just wish I would have dealt with her from the beginning.

Railey Vacations did a great job right up until we arrived at the home. Unfortunately a call for maintenance service on Saturday was ignored so we spent the entire week without use of the jacuzzi on the first floor of the home - where we were sleeping.

A list of maintenance anomalies was provided to Railey, in writing and was ignored.

The fireplace in the sunroom was inoperative, the lights in the sunroom were partially inoperative, the fan in the sunroom was inoperative. The sediment filter on the water system looks like it hasn't been changed in years. The sliding door to the sunroom was inoperative. The screen door to the patio had the screen torn out of it - flapping in the breeze. The shower in the 1st floor bathroom was missing the door seal and sprayed water all over the floor. The ice maker is possessed - if you ask for cubes - you get 'em and then about 20 minutes later you get more cubes.

Cleaning was adequate - but barely adequate.

Bottom line - somebody needs to get some serious counseling.

They did do a good job of getting us back in the home after we managed to lock ourselves out of it, but I wouldn't rent from them again.

The house we stayed in was great for our family and was a great value price wise. It was very spacious and had great views of the lake. We really loved having a table large enough for all of us to sit together at dinner time.

To nit-pick a bit, the two beds on the first floor were a uncomfortable and very squeaky. There is a moisture problem in the basement which made it smell musty. There was a small dehumidifier which helped, but it was quite damp down there. There was not enough silverware for a house that fits that many people. Additionally, the silverware and pots and pans were old and not the best quality. Lastly, it was hard to get in touch with someone from Railey leading up to our trip and while we were on our trip. I'd have to call them first thing in the morning to get through to someone. Otherwise I left a message, but save for one time, those messages were not returned. They said they were experiencing high call volume, but they should have just hired more people to help answer those calls.

Stayed at Fairway at the Slopes for Christmas. House was as marketed, acceptably clean and very spacious. The layout and amenities were perfect for our extended family gathering and it snowed which was an added bonus! A good amount of firewood was provided and we definitely needed it as it was 10 degrees several nights. The heat in the house couldn't keep up as the outdoor temperatures rose and the house is not well ventilated. The kitchen was well equipped with everything we needed in terms of pots, pans, Tupperware, appliances, utensils, etc. Most rental homes have little in terms of basic kitchen supplies (we brought a lot of our own just in case) but this house had literally everything. They even supplied us with a bag of essentials as a welcome gift.

Interaction with Railey was great. I called them before check in to make sure we had all of our last minute items squared away. Every phone call with the office was handled well and pleasant. We called for maintenance twice (a nonworking toliet upon arrival and the heat). They were quick to respond. Overall the experience was streamlined and painless.

We would definitely rent this house again if we plan to vacation near WISP and wouldn t hesitate to work with Railey again.

It was home away from home... Me and my family will be back next year

We stayed at Stars and Stripes and it was advertised as having whole house AC which it does not! The loft bedroom and addition do NOT have AC! The house has been very neglected. We had to call Railey three times when we were there. The house was dusty, had several broken items, old furniture and the outside has not been kept up at all. The gas grill was not clean and did not function properly so we had to get a new grill. It was nice to be able to stay by the lake but one of the townhouse owners below is very rude to guests. It came in handy to have the games in the basement, but two were broke along with a chair. I sent a list of complaints to Railey upon our return and after following up 3 times they said since I did not sign the contract they would not acknowledge my response. I am very disappointed in their customer service and will NOT be renting with them again.

We had a great stay! The house was beautiful and had a picturesque view. I especially enjoyed all of the wolf decor.
We did get a little lost trying to find it. I would recommend better written directions in the check in materials since GPS doesn't seem to recognize the location.

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!

We stayed at Falling Rock and it was exactly as billed with one significant exception. The amenities listed ski packages as included, but when I checked about how to access them, was told that this was a mistake in how the amenities were listed. I should note that this was listed in exactly the same fashion as things like the hot tub, coffee maker, etc., that were specifically for this house. While management was friendly in their exchanges with me regarding this, nothing was done. Hopefully they have changed the list to be truthful.
Other than that, we loved the place.

This was our second trip to Deep Creek. Our rental was called "Waterfront Dreams". Deep Creek is a beautiful place as was the layout of the home. Plenty of room on the waterfront with dock.
Everyone had a great time.
However, there are some things needing to be addressed all related to non functioning, broken or worn out equipment.
One dishwasher did not work, one kitchen drawer fell out on my foot when opened, the large windows facing the lake leaked when it rained.
The air conditioner unit outside the pool house had been cut loose and was just sitting there posing a potential hazard to the 8 small children staying with us, not to mention the pool house was sweltering.
The sliding door to the screened porch would hardly move. Since we always come with tools, investigation revealed the entire track system is broken. Several other sliding doors were also difficult to open especially for the little kids.
We hoped that spending 13K for a rental would yield a higher level of quality.

Rental process for vacation home was smooth. The inside of the house was clean when we arrived, lots of trash on the outside that had not been addressed from the previous renters.

We stayed in Adventures in Paradise. The house was big and had plenty of space in bedrooms each with a bathroom. It was pet friendly but the yard wasn't fenced so the dogs couldn't run. They did have a lead outside to hook the dogs. The biggest negative I have, is the house wasn't ready at 4pm. I received several emails how during the coronavirus they weren't allowing early check in and late check out for deep cleaning. We were coming from 4 hours away and arrived just before 4pm with little kids and dogs. We couldn't get in until after 6:30pm because the house wasn't cleaned yet. The cleaners didn't so up until 5:30pm and cleaned superficially. We found kids dirty underware under one bed, dirt and crumbs under the couches. Needless to say it wasn't what those emails said they were supposed to do and I was disappointed. I have pictures but I don't see a place to post them. Other then that the house is conveniently located with plenty of games, hot tub, fire pit and pool table.

I stayed here this past weekend with some family for a snowboarding weekend! I could not have been happier with the house and with the ease of booking with Railey Vacations! Anytime I called with a question they answered and we're happy to help and easy to talk to. Thank you for making this trip the best yet! I will absolutely use one of their properties in the future.

We loved "The Lakes the Limit" Very well appointed. Great lake location. Owners have made the home very comfortable and included many amenities. We will likely stay here again

We had a very positive experience with this company. Home was clean and we had some minor issues that were addressed within 24 hrs of check in. We would rent from them again. We had a great time!! Thank you very much!

Horrible experience thus far! No one available by phone during business hours and I sent an email 3 days ago asking for help. I'm stressed about my upcoming trip due to their unprofessionalism.

Just a few minor lows.... no instructions on how to work heat. Entire day went by in cold house using thermostat, was later notified that white units on wall were heating units with remote controls. Fireplace in game room didnt work. Water in pool and jacuzzi didnt look clean at all. I'd suggest a banister be place off kitchen door next to outdoor jacuzzi- easy and dangerous safety issue.Roku in movie theater didnt work- couldnt watch movies. Other than that great house
Other

Our experience with Railey Vacations was nothing short of terrible.
I first messaged their office on the booking website VRBO, where they advertise their properties. I explicitly asked if it would have been possible to have a late check out as it was my bday on the check out Monday, and wanted to have a brunch with friends before leaving. This is my polite message:
"Hi there! We are a group of about 20 friends living and working in DC, all professionals, 35 to 40 years old. Mostly couples with a few singles. Booking the property for my 40th birthday, which is on Monday June 15th. Considering my bday is on check out day, I would like to ask if you could consider a late checkout so that we can have a brunch all together before leaving for DC. Could you please consider 3pm? This would be important for us. If you can accept this, i can go ahead and book on the website. thank you"

This is their reply: ""We haven't allowed any early check in or late check out with everything going on and the latest a check out can be extended is 1pm if you wanted to 3pm you would have to add an extra day".

On the basis of the offer to have a check out at 1pm, we went ahead and booked. ONLY AFTER we made the payment, they informed us that the actual occupancy was reduced to 10 due to local regulations. This was the first big disappointment.
Even worse, a week after the booking was made, i called in to ask about check in details and they told me that check out was at 10am. I mentioned the conversation we had, and they said they never offered a 1pm check out! It took 1 hour on the phone and LOTS OF FRUSTRATION until i was able to obtain authorization from the manager for a 1pm check out, which had already been offered in writing.

Nonetheless, on the day of check out, we received a very aggressive cleaning crew at 10am which had not been informed of the arrangement for a late check out by management. At that point, i started to receive phone calls from the management company intimating to "vacate immediately the property or we will call the policy".

I have never had a more unpleasant experience with a rental. Not only the management staff was rude, they were so sloppy that they didnt even mentioned to the cleaning crew about the agreed late check out and ended up threatening to call the police. NEVER AGAIN we will rent this this company. They have absolutely no clue what customer service means. Avoid yourself some trouble and book with someone else.

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.

We have been using Railey Realty for over 15 years now and have NEVER been disappointed ! Our accommodations were great and I truly appreciated how professional this business is. During this entire Pandemic I recieved weekly email updates as to the opening of Deep Creek and how to proceed. The instructions and information pertaining to our house and Deep Creek in general, were detailed and concise. I have recommended Railey Realty to numerous friends looking for a new spot to vacation. Thank you for EVERYTHING!