ComplaintsforRailey Mountain Lake Vacations, LLC

• Initial Complaint

  06/11/2024

  Complaint Type:

  Facilities Issues

  Status:

  Unanswered

  More info

  We stayed at the "Sweet Sensations" property from May 16 - May 19, 2024. The cabin itself was very nice on the interior. We dealt with a few issues with their smoke alarm system, but no big deal. One detector (in a vaulted ceiling area) started chirping loudly at about 11pm on the night of our arrival. We contacted maintenance but ultimately accessed it and removed it for the evening. Maintenance replaced the battery the next day. Later in the trip, there was a "fault" with the detector system that broadcasted warning messages throughout the detectors in the house. We also contacted maintenance about this issue, but it resolved itself within about an hour. The detector issues were not a big deal and can be chalked up to glitches that can occur in any home. The big issue we had with the home is that it is located across the street from a sanitary pump station that smells terrible. We were unable to spend time outside without being nauseated. We had to keep the windows closed to have dinner inside. It is truly unfortunate that the home is in such close proximity to this station. We visited Deep Creek to spend time outdoors, but were unable to do so near the rental unit. We are disappointed because there is no disclosure of this on the website. There were also no reviews (actually posted) for this home within the five months before our rental date. Since our rental, a couple reviews have posted, however our fair and honest review was not posted. With the extent of the terrible smell, I can't imagine that our review was the only one in the last six months to address the issue.

• Initial Complaint

  11/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The home that we ran in for vacation was in disarray had holes in the ceiling and water problems and the master bathroom did not work should have never been rented out to us in the first place when spoke to the regular Jeep company they tried to give me a 275 cleaning credit because we had to clean everything both bathrooms all the living room surfaces kitchen and dishes and pots and pans because was not clean before we previously rented the house totally upset just wanted our two nights stay refunded and they told me that they would give me a 275 cleaning fee and that was it and then when I said that I would be in contact with them in a week they told me they would email me and let me know what they decided to do email me today and said they were only still going to give me the 275 credit I said okay well I will be leaving **** review and ****** review and be leaving a ******** post and tagging you and tagging all people that I know on the social media so they can see our experiences and not stay with you cuz it was terrible she then told me that I was talking about liable actions and she had to end this call and hung up on me immediately.

  Business response

  11/27/2023

  Good day, we would like to assist you with this issue, please call into our Guest Experience department.  If you pursue a charge back with your credit card company we cannot work with you on any refund.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Family vacation in a rented home Dans Mountain, through Raileys Mountain Lake Vacations. Found Bed bugs in bedroom August 8,2023 first time that bedroom was used. We arrived August 5 to leave August 12,2023. Reach out to Raileys vacation and was told we needed to leave, and go home. Promised numerous times to send us something in writing telling us what to do. We had 3 different families in the house traveling as far as Atlanta Georgia. Went back to office and talked with 3 different people that promised something in writing. Was told on Wednesday to wait at house exterminator would be over at 10;30 am. 3;30am after spending day in house well rest of family went hiking called office. Sorry someone is coming, showed up around 4 told us they are bed bugs do not use that room. Still nothing in writing. Told to leave home at 4;40 pm on Wednesday, nothing in writing just go home. Went back to office on Thursday was offered 400.00 dollars to leave but nothing in writing. Exterminator said they will only be in that room, he left he had a golf tee time. So we had kids sleeping on couch's, used the jacuzzi room for a bedroom and stayed out of the room supposedly infested room. The bedroom on the bottom floor is where my grand daughter was sleeping and was assured that they were contained to the upper bedroom. She is the one with bites all over her. (Pictures)Others have bites here and there. We have other pictures if needed. We were sent back a refund of 2,200.00 dollars. But we have a ruined vacation, went home to 3 different homes with bed bug bites and who knows what to follow. Could be looking at exterminating 3 different homes. Bites on multiple people. The service and run around we got was crazy. I would like to put them in our situation. Even when we got home I had to call and leave multiple email just to get any response. I was told by front office that they are just like a mosquito bite, try reading about them on the internet and see how untrue that is.

  Business response

  09/01/2023

  Thank you for the opportunity to respond to this complaint.  The guest stay was Aug 5-12, booked through ******.  Guests came to the office to report that they suspect bedbugs on Aug 9th, and within 3 hours we had a licensed professional inspector at the home to check for the pests. The pests were confirmed, and our office called the guest at 4:10 same day with the confirmation and spoke to the guests about their options.  It is our policy to not move guests to another home to not have the pests in another property.  We were told that the father-in-law was out at the moment but would be making the decision to stay or leave the property with a refund for the remaining nights.  The homeowner was informed as well to formulate next steps.
  
  Guests decided to stay and close off the room where the pests were discovered, and we were told some of their party members left.  We were also told by a guest member that the exterminator gave the guests advice on bed bugs and how to mitigate bringing them home.  After guests left and our team reviewed the reservation notes, we decided to give the guests a full refund, the right thing to do in this situation, which the guests accepted.  Because the guests booked through ****** there is a portion of the reservation that was retained by ******.  The guests will need to appeal to ****** as we cannot do this on their behalf.
  
  Multiple members of our team have spoken with the guests, as late as when this complaint was filed.  Typically, we communicate with the contract holder, but in this case, we have spoken with several members of the guest party, assisting them with information.  We apologize for this situation and encourage the guests to reach out directly to us with any further questions.
  

  Customer response

  09/23/2023

  we were sent back a refund for the amount that that The resort had stated. I did contact *** *** and have not heard back anything from them about that reimbursement as of 9/23/2023.

  This is mostly to me about a ruined family vacation with 3 different families getting together for a week with kids & grand kids enjoying each others company and not seeing each other since previous holidays.

  They talk about talking to multiple people only because we were not getting any answers, nothing in writing, terrible responses.etc. There was a bridge out so we drove to the office multiple times, to get promises that were not kept or promised in writing

  Exterminator telling us to close down and stay out of the room, to have multiple people with bug bites that slept in the basement & the contaminated room was in the top floor.

  Told to go home, late in the afternoon when some travel from Atlanta Georgia.

  Some family left because of no room to sleep.

  To do this day other then Kim from there office only because of leaving multiple voice mails & emails I would not have even gotten the response that we have or any responses at all. If I was a business I would have paid in full and gone above and beyond knowing I treated someone's family vacation like it was nothing, offered them 400.00 and trying to send them home on Wednesday. They told us if we left on Wednesday they could get the house exterminated and ready for the new people to move in on Saturday for their family vacation.

  It was just a ugly terrible vacation. But the insinuation  that we brought the bed bugs with us and that they are just like mosquito bites was just a little over the top. 

   

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On March 1st 2021 I booked a rental home from 12/29/2022- 01/02/2023 (4 nights). I paid half up front of $2,018.16. On Oct 12th 2022 I had to call and cancel because I had lost my job and couldnt pay for the trip. I was told I would get full refund minus a cancellation fee and Admin fee if they were able to re-rent the home. On Jan 3rd 2023 I was emailed by them stating I would only get $393.40 from the total of $2,018.16. I spoke with Jenny there who refused to give me details but merely pointed to their cancellation policy. Jenny confirmed that they did re-rent the home but at first wouldnt tell me if it was for the 4 days. I asked her then if it wasnt for the 4 days why wasnt I notified that I could use it how ever many days it didnt rent since I paid for it? She then changed her story and said it was rented for the 4 days. I asked her to refund me the full amount then minus the fees. Jenny instructed there is a "reduced rate adjustment" of $1,294.76 that she will not give back but wouldnt give me details on how that figure was made up. So Railey Vacations has charged me $1,624.76 and also charged someone else an undisclosed amount of money to stay in the same place. This can not be legal and if it is it sure isnt a fair business practice! I lost my job or this wouldnt have happened. So I get charges an excessive amount of money with no explanation and they also got paid by someone else. When I told Jenny I would be reporting them to you (BBB) her response was "go ahead they wont do anything anyway". I hope she is wrong.

  Business response

  01/10/2023

  Reservation #******, this guest paid one half of reservation amount. After guest cancelled, home was re-advertised at a lower rate to attempt to get a rental. Home was re-rented at a lower rate, which is why the renter is liable for the rate in his contract with the homeowner. Along will cancellation fees, the refund amount is accurate.

  Customer response

  01/15/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Raileys Vacations are ripping people off. They charged me and someone else for the same house claiming it was at a reduced rate. Why won't they share those details? I want to know who and what was charged to the other people. This is a scam! Maybe they let someone else use the house on my dime.

  Business response

  01/23/2023

  The original reservation room rate for this renter was approximately $718.00 per night for 4 nights. This amount was what the homeowner expected and was contracted for. The home re-rented for average $434 per night. The renter paid for the difference in rent plus taxes and fees (admin fee and cancellation fee), which is why he received the refund amount of $393.40.

  Customer response

  01/25/2023

  Holding a customer hostage for rental money when plenty of notice was given is inexcusable. Secondly I have received no refund what so ever! Lastly they have held my $2000 deposit for approx 6 months. Interest should be paid.

• Initial Complaint

  12/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dates of Rental Nov 22 - Nov 25 Skippers Lagoon, ** ******** Point Road The biggest problem was that we woke up to find mice droppings in all our beds the first morning there. To recount from the beginning of our stay. To heat up the home's main living area, we thought to light a fire in the downstairs fireplace. Upon inspection, there was no flue (potential code violation) to control the fireplace, so we inquired with the RV customer helpline, and they told us there was no flue and it was acceptable to light a fire. The fire sent copious amounts of smoke into the home, leaving us with no choice but to open windows, making the cold conditions even colder. Taking the following day was like throwing fuel on our disappointment fire. The aforementioned mouse droppings came to light. Every bed in the home was filled with them. Looking more closely around the house, we found copious amounts of droppings in the bathrooms and cabinets. Immediate call to the RV support team resulted in multiple more calls before they sent out a cleaning team who rushed through the property, changing the sheets but not cleaning up any mouse droppings. About an hour later, an extermination service showed up with mice bait. Three substantial interruptions in our first 24 hours of stay. The primary and only decking for the home was completely covered with snow and ice. No shovels or ice melt could be found at the property. Eventually, another interruption to our stay occurred when RV sent out what would only be described as an 'angry shoveler' who pounded around on the deck and pushed a little snow and ice around before leaving. Thankfully he left behind some snow melt and a shovel so we could finish the job ourselves. It's now Wednesday evening, and we've got a cold primary living area that we can't heat, mouse droppings around the home, and a partially shoveled deck. One full day of our three-day stay was lost due to RV's incompetence in getting the property ready.

  Business response

  01/03/2023

  Business Response /* (1000, 5, 2022/12/16) */ The contract holder of this reservation has received a partial refund for the issues encountered with this reservation. We apologize for the inconvenience having our staff in the home, however we sent maintenance and housekeeping to resolve the complaints by the renter. Pest control was dispatched and management completed a walk-through after this reservation to ensure all was resolved.

• Initial Complaint

  04/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Arrival 3/24/2022-3/27/2022 Amount paid $1484.28 The rules for previous tenant were overlooked and caused our stay to be a mess. Safety issues with broken furniture, mold/moss growing everywhere on deck and furniture and part of hot tub. Cleanliness not met with the contract they provided. Garbage, used cigarette butts and trash, furniture thrown, beer bottles on porch. Light bulbs missing in home. Swim trunks from previous tenant hanging in plain sight. I contacted Railey and they sent a guy who picked up butts bit left beer cans and bottles along with trash still lying around. I emailed back and forth with Robin at Railey who said they were to present at a meeting today about my complaint before responding. I wanted a partial refund ( 40-50 percent) for the issues and they said no, only a $100 voucher. After reading numerous reviews after our experience I am likely to rent with another company as they seemed to missed the mark on cleanliness, and safety. I work in this type of business I am appalled by the "shrug of shoulders" I got and no real concern just excuses why the porch/deck was so dirty. She wrote in email they were replacing it this spring as reason. That was alarming as maintenance should continue until such said repair to ensure safety. Moss is slippery. Cigarette butts have germs and bad for environment. Lack of detail for something we paid good money for a vacation.

  Business response

  05/05/2022

  Business Response /* (1000, 7, 2022/04/13) */ We apologize for the experience you had during your stay in late March. This March we experienced over 20 inches of snow, so typically our decks and deck furniture aren't able to be used, and we do our spring clean up of these areas in the spring. We are aware of the maintenance call for cleanup, and apologize that it was not cleaned to your satisfaction. You did however receive a voucher for this inconvenience, and will be happy to honor that at your next visit.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩