Customer ReviewsforRailey Mountain Lake Vacations, LLC

We stayed here this past weekend and would absolutely NOT recommend. We stayed in Log Heaven. I will admit that I missed the part that the house did NOT have air conditioning. It was the hottest weekend of the at >95F every day. When we got to the cabin, we obviously become aware of this as soon as we stepped foot into the cabin. We immediately called Railey Vacation for a solution. We offered to basically forego a night's rent of this place, book a new place, pay the difference, etc. Railey Vacation basically said we were SOL. The rep continuously stated that the fact that this house did not have air conditioning was on the website, it was our fault. They did not supply any window air conditioning units, no extra fans, nothing. We had two people with health conditions and a baby requiring cooler and less humid conditions in a house. I think it would have spoken more about the company had they emailed any upcoming renters for the hottest weekend of the year and mentioned again there is no AC, bring fans, plan accordingly, etc. but they didn't do that. This just shows they only care about the money. We ended up buying two air conditioning units and four fans, which truly didn't cool it down as much as was necessary. When the units were initially set up, the temperature in the cabin was 86F. This is absurd. The heat was on in the downstairs basement. Not sure why, but that didn't help the temperature issues we faced. All of the couches in the house were broken. None of the recliners worked. One of the couches was so deformed it couldn't even be put together. One of the king size beds was sagging in the middle. The patio furniture was in terrible shape. Several of the chairs had busted seats. The grill was left on by someone who previously stayed there. The trash can area outside looks like a disgrace and is really the first look at the cabin. All of the doors were incredibly difficult to lock and unlock.

I’m currently in a rental called mystic cove, it looks like a dream home… it’s really on its best day a fixer upper for someone in realty. The fridge is broken and there switching it out now while I’m renting the place and it’s filled with my food, a/c don’t work, jacuzzi that’s outside maintenance said it’s broken, 2 of the master bathrooms leak water when u turn on the sinks, dryer don’t work, bugs everywhere inside the unit, blood on master bedroom sheets, bug droppings on sheets too. Jacuzzi in lower sweet shoots dirt outta the pumps when activated, Spider webs everywhere inside, nothing was prepared for guests. Dirt all on patio not swept. Bird **** all over outside patio furniture from the front of house to the top and lower deck patio furniture. Weeds growing out of mulch. Windows dirty. I’ve had cleaner rooms at motels on side of highway. Pool table pockets are all broken so balls go flying anywhere. Been here from 17th till 21st and maintenance been here everyday and been on phone with office everyday. They’ll tell you there coming and never show. No professionalism. They won’t help you and they don’t care. They try there best to refrain from laughing when you tell them what’s wrong. The maintenance people will even tell you that’s messed up they put you in the unit. They’ll also say it wasn’t rented in a long time like that justifies that your having all these issues. I’ve spent more time calling the office and with maintenance than doing anything else!!!! This unit is uninhabitable and they took my money and rented it to me. I was here with my handicapped parents and children with special needs. I had to buy fans for house to stay semi cool. Heed my advice and get yourself a tent and a fan before you spend one dollar here!!!!!!!

I wish if they have negative ratings. We are the first tenants to rent this home and definitely no to Railey & ****'s cabin. Don't use this company. ****'s Cabin (*** *** ********* ******* *******, 21550 US ) is very well misrepresented. This house is not for 12 adults. It's literally good for 6 Adults an 4 kids. 37x60" futon is counted for 2 adults. Please check the bed configuration before booking.Please don't get attracted buy pictures. Once you pay Railey, your money is gone, even if they misrepresented home. Stay away from this company and ****'s cabin. After my arguments, they finally changed the occupancy for this home to 11 but still this home like I said before is good for 6 Adults & 4 kids. PS: Railey vacation only post good reviews on their website so don't go by their reviews. Try sending them bad reviews and they didn't post it on their website. According to Railey 2 people could sleep on the futon picture attached. When we reached there not even 5' tall one person was able to sleep. I suggest just stay away from Railey. They did change this homes occupancy to 11 but still not right. 6 Adults & 4 kids age 12 & below might be ok. Location is worst with strep unpaved hills to climb. Feels like wasted our money. Airbnb is much better than this. Railey simply want to rob you by saying occupancy 12 . Stay away from ****'s cabin (less than 1350 sq feet) @ *** *** ********* *** ******* *D. After long conversation (Arguments) they provided one air mattress. We didn't pay so much money to sleep on air mattress. If you already have booked this cabin just cancel or change it. It's a safety hazard to drive to this house. I don't know how this county gave certificate of occupancy? I am going to complain to Garrett county building department. Collecting all proof during my stay. Just compare regular bed size vs Futon in the picture.

I reserved and signed a contract for June 9-12. After the contract was signed and paid, I received an email state there will be deck repair at my location. I immediately emailed Railey Vacation back stating that I didn't have a problem with a little noise but I rather not deal with contactor in the space my family and I have rented. I was assured by JKahler & RSpiker that the construction will not start until June 13th via email. Fast forward...The check in time was 4pm. We arrived at 6:20pm (enough time for my kids to enjoy swimming for 2 1/2 hour (per our agenda)). Upon arrival, there where construction being performed at the reserved unit with debris and material all over the porch. We where not able to access the unit at that time. I contacted the office and spoke to a ***** and said she would contact her supervisor for assistance. Once she called back, she said that she wasn't able to help me nor was her supervisor willing to move me. I was beyond unset at that point and my anxiety was rising. We traveled over 500 miles and kids where antsy and I was in need of pain meds as I traveled with a fractured foot to celebrate my daughter graduation at Deep Creek. She then said she would have a supervisor to call me back. 45 minutes later another individual called me expressing the same. Basically my family and I had to sit around for 3 additional hour until the construction was completed to access the unit. Once we settled in we realized their where no internet as advertised. The IT afterhours center was not available. That meant no TV or laptop access. I lost a 1/2 day of work on 6/10/22 because the IT department was not able to come out until 10am. As of now no one from the company have reach out to me to address not have access to my rental until 9pm. Per the contract, I would have access at 4pm. This company clearly don't care about it's contracts, customers and have a problem with accountability. A partial refund is expected.

****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 a staff member 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 a different staff member 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 a third staff member 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!