ComplaintsforTaylor Made Deep Creek Vacations

• Initial Complaint

  12/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Holiday vacation ruined due to the lack of HEAT. Multiple calls to the management company to no resolve. The heat does not work properly, the pilot will not remain lit. This is my first and last visit to Deep Creek in the winter. Just awful! We reserved 50 *******************, do not waste your time - seek options elsewhere.

  Business response

  01/10/2023

  *******,
  Good afternoon.
  
  This weekend was a challenging weekend with the snow/ice storm that came through the area and the power outages.
  
  The guests arrived late the first night and reported that the home was cold. We sent maintenance over and the power had been restored. The heat was working but with it being a larger space it was taking some time to do so. We provided space heaters to try to help get the home warmer quicker. The guests called back in and said that the home was not warming up. We sent maintenance back over and they rechecked everything and it was working, just slowly working. For the inconvenience, we provided a refund for the guests. Attached is the refund agreement that she signed.
  
  Thank you,
  
  *********
  
  Reservations and **************** Manager
  See Attachment/File: ************************pdf

• Initial Complaint

  06/30/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I booked a trip to deep creek lake Maryland for my family. The trip dates were 6/25 thru 7/2/2022. I paid $6724.50 for the Morning side lodge. We arrived to an absolutely filthy cabin. I called to express my concern due to covid, and having small children and older adults. There was no effort to rectify the situation so we cleaned ourselves. The grill had caught fire at some point and a fire extinguisher was used to put it out, therefore making it useless. The railing to the deck is being supported with blocks of wood. The ice maker is broken and there's no handle on the freezer.

  Business response

  09/27/2022

  Business Response /* (1000, 19, 2022/08/19) */ Re: BBB Complaint Case# 36191504 (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXX) External Inbox Chris ********** <**********@bbb-email.org> 1:47 PM (8 minutes ago) to ************@bbb-email.org Lisa, Good afternoon. ***** *** emailed in some cleaning issues, some missing towels and 2 bathrooms were not cleaned very well. We emailed back asking if we could send someone over to take care of this for her. Guest emailed back on June 26, stating that this would be a disruption to her stay and did not want us sending anyone over. We called to follow up to see if there was anything else we could do for her, and she said that the icemaker was not working and the grill appeared to have had a fire extinguisher used on it. We had tried to reach out to her several times and never heard back from her. Thank you, Christina Reservations and Customer Service Manager Taylor-Made Deep Creek Vacations www.deepcreekvacations.com XXX-XXX-XXXX Extension #1 Consumer Response /* (3000, 21, 2022/08/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) The reason they did not come to clean is because we spent part of the first day of our vacation doing the cleaning ourselves. I do not recall speaking to anybody or receiving a follow up telephone call from them. I have also made several subsequent emails since our stay with them requesting a resolution to this issue. Based on the significance of the issues we encountered I feel the only fair resolution would be no less than 20% refund. There were substantial safety issues which alone should validate my request. I have sent photos, and have several witnesses that can validate my concerns.

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