You are here

 Check In Time, Office Address, Wifi Password, Check Out Time


Have questions? We have answers! Browse our frequently asked questions below for loads of useful information regarding booking, checking in, checking out, the Deep Creek area, and more! If you still can't find what you're looking for, contact us using the form at the bottom of this page and the correct department will be happy to assist you. Please allow up to 24 hours for a response.

Frequently Asked Questions



Before You Arrive



SEARCHING FOR AVAILABILTY & SPECIALS

Having trouble finding what you’re looking for? Try one of these options:

Search/Filter All Inventory || Check Out Our Current Specials || Take a Mid-Week Stay & Save! || Request a Free Vacation Guide

Still need help? Contact us using the contact form at the bottom of this page and we’ll get back to you! Please remember to include some detail about what you’re looking for so we can search our inventory for your most compatible options.

WEBSITE TROUBLES?

Does our website look wonky or a little out of place on some pages and areas? Click here to check out our tips on how to ensure optimal website viewing throughout our website and your entire online browsing experience!

RENTAL TERMS AND CONDITIONS (AUGUST 2020)

View, save, and download a copy of our Rental Terms and Conditions here (Last Updated August, 2020). These terms are shown during check-out online and you will be given a copy to keep in PDF form upon booking. (Please note: We cannot accept any alteration requests to this document for your reservation)

You will also be asked to provide and sign additional documentation upon booking. Please be on the look-out for a document from Railey Vacations within the hour after making your booking request.

SUBMITTING YOUR PHOTO ID VERIFICATION

Railey Vacations requires that all contract holders must submit a copy of a Government-Issued Photo ID (most common examples include Driver's License or Passport), which contains their first and last name, date of birth, and a clear photo. We do not need any other information from the ID, please feel free to cover up anything else you feel uncomfortable sharing. (We cannot accept any ID verification which does not contain these pieces of information.) 

The purpose of this is to verify the contract holder is of the correct age to rent the property (all of our homes require you to be at least 24 years old to rent and some require as high as 30 years old) as well as to protect our guests from any instances of attempted fraud. (The name on your Photo ID must match the name on your Contract)

You will be sent this request during your contract process after booking. You can also click here to submit your Photo ID now, if you'd like (you will need your reservation # and house name to complete the form). 

CHANGING DATES AND/OR RENTAL HOMES AFTER BOOKING

Because all of our properties are individually owned, when you make a reservation for a specific accommodation we are obligated to keep your reservation for this same home. If you need additional room for more guests that would like to join you on your trip, you are welcome to contact us using the form at the bottom of this page to ask that we look at options for a 2nd accommodation that may be nearby your original choice. If you would like to change your choice of home altogether, we must follow the standard cancellation policy outlined in your terms and conditions and start a new reservation for your new choice. (the cancellation policy from your contact is also listed on this page under “Cancellation Policy”)

In most cases we cannot allow a change of dates to your reservation without following the standard cancellation policy. We are contractually obligated to the homeowner of the property you’ve rented to ensure they are paid for the dates you’ve agreed to and so must extend that obligation to the renter. If you have recently booked within the past 48 hours and your arrival date is more than 30 days away, we may be able to make accommodations for you to transfer your dates to another time. If you do not fall within the criteria above, but would still like to change the dates of your reservation, you can contact us using the form at the bottom of this page to start a new reservation and to cancel the original reservation under the rules of our standard cancellation policy.

TRAVEL INSURANCE

We always recommend that you contact Red Sky Travel Insurance directly if you have specific circumstances you’d like to discuss. However, here is a general overview provided by Red Sky, which you can view by clicking here.

Red Sky Travel Insurance c/o Arch Insurance Company || Phone: 866.889.7409 || Email: redsky@archinsurance.com

ACCEPTING the Travel Insurance: Red Sky Travel Insurance, underwritten by Arch Insurance Company, can be purchased at the time of booking your reservation or any time thereafter up until the time that your final payment is due. If travel insurance is purchased after the time of booking, some additional limitations on coverage may apply. Any purchase of travel insurance, whether through Red Sky or independently, is voluntary and left to your discretion. We do not make any recommendations, representations or warranties about the scope or suitability of coverage under a Red Sky Travel Insurance policy and coverage is subject to the terms and conditions of such policy. Please refer to your travel insurance policy for coverage details. Once travel insurance has been purchased, the amount of any premium is non-refundable.

CLAIMS through Travel Insurance: Any claims for coverage under a travel insurance policy must be made through the claims policy process outlined in the travel insurance policy itself. We are not involved in the processing or administration of travel insurance claims or benefits. Please refer to your travel insurance policy or contact the underwriter (contact information for Arch Insurance Company appears below) for additional information.

CANCELLATION POLICY

Currently, our standard cancellation policy applies to all existing and future bookings. You can review our cancellation policy below:

In the event that your reservation is cancelled by you, regardless of the reason (whether due to inclement weather, illness, death, travel restrictions or advisories, public health emergency, pandemic, or economic factors), RV will be entitled to, and will not refund to you, the amount of any deposits or payments owed or paid by you prior to the date of cancellation. However, if the rental property is re-rented to another guest for the duration of your cancelled reservation for an amount that is equal to or greater than the amount of your cancelled reservation, then (and only then) will we refund the net amount of any deposit or prior payments, less the administrative fee, a cancellation fee, and, if applicable, any travel insurance premium. We may discount the amount charged to re-rent the property at our discretion and without prior notice to you. If the rental property is re-rented for less than the amount of your cancelled reservation, you are responsible for the difference, which will be deducted from any refund (in addition to the amount of the administrative fee, cancellation fee and, if applicable, any travel insurance premium). If the rental property is so re-rented and we determine that you are entitled to a refund, we will contact you within the month following your departure date to let you know the refund amount. We do not process refunds sooner than the month after your departure date under any circumstance. If you wish to cancel your reservation, the guest who booked the reservation must notify us in writing of such cancellation.

If you have purchased travel insurance and your reservation is cancelled, you may be able to make a claim through the travel insurance company. You can contact Red Sky Travel Insurance using the information below:

Red Sky Travel Insurance c/o Arch Insurance Company || Phone: 866.889.7409 || Email: redsky@archinsurance.com

In the event that the rental property reserved by you becomes unavailable during your scheduled reservation period due to circumstances or events beyond our reasonable control (including without limitation in the event the Owner sells or occupies the rental property or otherwise makes the rental property unavailable during your scheduled reservation period), we reserve the right to substitute a reasonably comparable accommodation during your scheduled reservation period in place of such rental property. If a reasonably comparable substitute accommodation is not available during your scheduled reservation period, we will refund the amount of your deposit or prepayment.

WHERE TO FIND YOUR HOME'S AMENITIES & DETAILS

Having trouble finding some information about your rental home? We’ve got you covered! There are two different ways you can find this information:

#1 Find your home’s property listing page on our alphabetical property page index here. This will show your home’s description, amenities, photos, and floor plan in one convenient area!

#2 Look up your home’s information on the guest portal or mobile app. The portal offers a lot of great information on your property you won’t find anywhere else, including check in/out instructions specific to your home, additional details like where breaker boxes are located, information about activities, restaurants, and shopping in the area, amenities, and photos. You can also invite friends, make payments, check in remotely (if applicable), and check out remotely all from one convenient location!

To access your guest portal, you can use one of the following options:

Download on iTunes || Download on Android || Access via Web Browser

CLEANING POLICIES AMID COVID-19

Your safety is our top priority, and we have used our time wisely to develop new systems and processes to allow for sanitary and safe cleaning procedures. While we’ve always utilized strong cleanliness and disinfecting procedures with high-grade disinfectants, multi-surface cleaners, and disposable wipes vs. reusable cloths, our Housekeeping staff has implemented an all new disinfectant and cleaning solution to give everyone even more peace of mind during their vacation. This new solution is safe for bedding, furniture, and all surfaces, and will be used thoroughly between each reservation, with even more focus on high-touch areas such as faucets, switches, doorknobs, etc.

Housekeeping and maintenance staff will also continue to practice social distancing, limit guest interaction, and wear PPE as much as the job permits them to do so. Our front desk staff anticipates moving all homes not currently on a remote entry system over to one as soon as possible, to limit face-to-face interaction as much as possible at this time. All employees exhibiting any symptoms of illness will be asked to stay home as a precaution going forward.

Our company will continue to practice good hygiene through hand washing and use of disinfectants, and will always follow the recommendations put forth by the CDC, Maryland State, and County Health Department regarding special procedures for COVID-19.

Stay up-to-date on all of our protocols amid COVID-19 here.

WHY WE ASK FOR THE NAMES & AGES OF ALL THOSE TRAVELING WITH YOU

Our Travel Party list is in place for a multitude of reasons. The main reason, in which this list will benefit you as well, is that if you’ve accepted the travel insurance and need to make a claim for any reason, the travel insurance company may only cover those members that are listed on your travel party list in a claim. This list is also in place to ensure our travelers are not planning a vacation larger than the capacity of the home they’ve rented. The maximum occupancy of a home is determined by the county licensing authority and we must ensure this limit is enforced. We ask that you please abide by the maximum occupancy number for the home you’ve rented at all times.

Guests under the age of 3 do not count towards your occupancy total; however, we asked that you still list their names and either their age or “Under 3” on your travel party list.

PET POLICIES

Up to 2 dogs are allowed in any home that advertises as “Dog Friendly” through our website. You can find out if your rental home is dog friendly by clicking here to view your property on our alphabetical index. If your home is considered Dog Friendly and you would like to bring them along, please fill in their name/breed on your travel party list (this is included with your rental agreement to be signed upon booking). There are no additional fees to bring up to 2 dogs with you to a dog friendly house.

Cats and other animals are prohibited from our rentals. Please clean up after your pets and do not allow them on furniture, beds, or in swimming pools. The damage waiver program does not cover damages caused by pets.

*Please note there is no guarantee that any home is completely free of allergens.

WHAT TO BRING & WHAT'S PROVIDED

Bed linens and bath towels are provided for the maximum occupancy of your home. Please bring any beach towels, all paper products, trash bags, detergents, & soaps. Beds will be made with linens, pillows, a blanket, and bedspread. All homes are equipped with a single-up or drip coffee maker (click here to view your property’s listing if you’d like to know which kind your rental offers), toaster, pots, pans, dishes, utensils, and glassware to fit the occupancy of the home.

We will provide propane for all gas grills and you can call any time during business operating hours to request a refill. Charcoal is not provided for charcoal grills with any of our rentals. Again, you can check your rental home by clicking here to see if it has a grill and what type it may be.

A more detailed list is provided in your pre-arrival email, sent two weeks before your arrival day.

FIREWOOD: WHAT'S PROVIDED

Two bundles of firewood for every night of your stay will be provided as a complimentary starter package (or, dependent on the property, loose bulk firewood) for participating properties with a home that has any number of wood burning fireplaces during the dates of September 15th – April 15th. You can use the contact us form below to ask about availability of more than 2 bundles per night (additional fees apply), purchase bundles on arrival at our firewood shed located in the parking lot of the check-in office ($5/bundle, cash only), or purchase additional bundles from any of the local gas stations.

Firewood is not provided for any fire pit or outdoor fireplace any time of year. You can check the amenities section of your property’s listing using our alphabetical property index here if you’d like to review whether or not your home participates in providing firewood for their wood fireplaces.

SHIPPING ITEMS TO YOUR VACATION HOME

If you would like to ship something ahead of, or during, your stay, we ask that you please ship this to our main office in the name of the contract holder. DO NOT ship your items to the vacation rental home you've booked. Our main office address is:

Contract Holder Name
5 Vacation Way
McHenry, MD 21541

Once this arrives at our office, we will call you and let you know it's here so you can make arrangements to pick it up. (We are not responsible for lost items)



CHECKING IN/WHILE YOU'RE HERE



CHECK-IN TIME & DIRECTIONS

Check-in time is 4:00 pm year-round. You will receive an email 2 weeks before your arrival to detail how and where you can check-in for your vacation. Most of our homes utilize remote check-in and you’ll be given a code in this email to access your rental.

If you did not receive this email, it is most likely due to incomplete paperwork (required terms and conditions, travel party list, copy of your Photo ID, and/or payments in full). Please check your spam and junk folders for any emails you may have missed from us. If you’re still missing this information and set to arrive within 2 weeks, please use the contact us form at the bottom of this page to reach out.

If your home requires an office check-in, or you need to stop by for any reason, our office is located at: 5 Vacation Way, McHenry, MD 21541(This is the blue building located between the Visitor’s Center and Railey Realty.)

CAN'T FIND YOUR CHECK-IN BUTTON ON THE GUEST APP?

Don't worry! If you've logged into your Happy Stays guest app to find there is no check-in button, this just means we've done the work for you. We check in most of our remote entry homes right around check-in time on the day of arrival and this will cause the button to disappear in your portal. There's no need to call the office, enjoy your stay!

EARLY CHECK-IN & LATE CHECK-OUT

You can use the chart below to identify how much it will cost per option (all early check-ins and late check-outs must be added by phone or email, we do not currently offer the feature to add this through your Guest Portal).

Some of our homes do not ever allow early check-ins or late check-outs due to various different reasons regarding their ability to be ready in time. Below is a list of the names of the properties which never allow early check-in or late check-out at any time of year:

Bella VistaBoulder VistaGone Fish Inn (Formerly The Mac Shack)Lake EscapeLake Lift LodgeRaptureVacationer’s Dream, and Wisp Watch.

CHECKING IN AFTER OFFICE HOURS

You’ll receive a pre-arrival email from us 2 weeks prior to your arrival, detailing if your home is a remote access home or if you’ll need to come to the office to check in. Receiving this email is dependent on having fulfilled all of your paperwork and payments. If you’ve not received your email and are within 2 weeks of arrival, please use the contact us form at the bottom of this page to let us know so we can look into what may be missing.

Remote Access Homes: You can check in as you’d like! There are no changes to how you’ll check in since you do not need to stop by our office. We simply ask that you use our Guest Portal to click the check-in button and let us know you’ve arrived.

Office Check-In Home: The keys and directions to your home will be left in our lock box, located at the rear of our office building inside the breezeway. The key box combination for this lock box is 1-3-5. Our office address is 5 Vacation Way, McHenry, MD 21541 (The blue building located between the Visitor’s Center and Railey Realty). Since we won’t be seeing you in person, we also ask that you use our Guest Portal to click the check-in button and let us know you’ve arrived.

ACTIVITIES/LOCAL TO-DOS

Our vacation consultants do not book or prepare vacation activities, but we have a great catalog available on our Guest Portal to browse all the activities, local attractions, restaurants, and shopping you may be interested in around the Deep Creek area! Log into your Guest Portal to view our catalog.

You can also browse some of our recommendations at https://deepcreek.com/deep-creek-activities/.

FISHING LICENSE REQUIREMENTS

All guests 16 and older will need a fishing license to fish in the area. There are 2 types of licenses, freshwater (non-tidal) and saltwater (tidal); you will need the freshwater (non-tidal) license. Visit the Maryland Dept. of Natural Resources to learn more about fishing regulations for the area and to purchase a fishing license.

You can purchase a fishing license at Wal-Mart in Oakland, MD locally (Phone #: 301-334-8400, Address: 13164 Garrett Hwy, Oakland, MD 21550). You can also click here to contact Tony Lolli to book a Fly Fishing Guide for your vacation.

BOAT TRAILER PARKING INFORMATION

All parking is free at your rental property for the specified maximum parking number. Boat trailers are considered 1 vehicle towards your total number of vehicles. Some HOA and townhouse/condo communities do not allow boat trailer parking. This will be specified through the amenities on your listing for your property. (You can find your property using our alphabetical list here)

All vehicles over maximum occupancy and/or in roadways are at risk for towing at any time without warning and at the guest’s expense.

If your home’s community/area does not allow boat trailer parking, you will need to make arrangements prior to arrival to have your boat trailer stored at a local storage center. We typically have plenty of space to leave your boat trailer at our main office parking lot located at 5 Vacation Way, McHenry, MD 21541. However, please note that it would be first come, first serve, we cannot guarantee space, and we are not responsible for damaged/stolen items left on the premises. We recommend making arrangements prior to your arrival with a storage company to ensure you’ll have a space. 

D&W Storage: Phone: 301-387-5481  ||  Website: https://doublegrvpark.com/contact/  ||  Email: info@doublegrvpark.com

If you choose to park your boat trailer at the main office, as a courtesy we ask that you please park this as far in the back of the parking lot as possible.

WIFI PASSWORD

Almost all of our homes with Wi-Fi are set up with the password “3013872124”. The Wi-Fi connection name will be the name of the home you’re staying in. You can find this password in your booking confirmation and pre-arrival emails, on your Guest Portal, as well as on the automated message when calling our office at 866-544-3223.

Some of our homeowners request a password different from the standard. If your home’s password is different, this will be listed in your booking confirmation, pre-arrival emails, and on your Guest Portal.



CHECKING OUT/POST-DEPARTURE



CHECK-OUT TIME & DIRECTIONS

Check-out time is at 10:00 am year-round. Remotely checking out is an option for all of our vacation rental homes, regardless of how they checked in. To check out remotely, log into your guest portal and select the “check-out” button. We only ask that if you were given any physical keys, or rented any DVDs from the rental machines here at the main office, you please stop by and drop them off on your way out of town. Our office address is 5 Vacation Way, McHenry, MD 21541.

To access your guest portal, you can use one of the following options:

Download on iTunes || Download on Android || Access via Web Browser

CAN'T FIND YOUR CHECK-OUT BUTTON ON THE GUEST APP?

Don't worry! If you've logged into your Happy Stays guest app to find there is no check-out button, this just means we've done the work for you. We check out most of our remote entry homes right around check-out time on the day of departure and this will cause the button to disappear in your portal. There's no need to call the office, have a safe trip home and we hope you enjoyed your stay!

LOST AND FOUND

If you realize you’ve left something at the home and you are no longer in the area, please contact us immediately using the form below. Contacting us as soon as you realize this has been left will give us a better chance of retrieving the items prior to a new renter entering the home. Once a new renter has checked into the home, we cannot look for the missing items until they have departed. We are not responsible for any items lost or stolen at the property, however we will do everything that we can to locate and send back your items. Items sent back will incur a shipping fee dependent on the weight via UPS and will require a credit card for the charges prior to shipment.

Please know that we care very much about ensuring you have your items back safe-and-sound. However, we cannot guarantee all items will be found on inspection. If we should find your lost items, we will confirm with you and take credit card information for the return shipping. If the item is not found, we will still notify you once the premises has been searched.

TRASH BIN LOCATIONS & INSTRUCTIONS

Most homes are equipped with 2 bear-proof trash bins at the top of their driveways, with the exception being those homes that have community dumpsters. The garbage bins should remain by the roadside at all times. The location of community dumpsters will be located in your pre-arrival email, your Guest Portal, and is typically listed on the fridge sheet within the home. Please bag and tie all trash and remember to close and the lids of cans to prevent animals from getting in. Pick up is once a week (day of pick up is specific to your home).

Please contact our Maintenance department using the contact form below for information on what to do with any excess trash you may have during your stay or prior to check-out. (Choose the “I’m currently at the rental home and have a maintenance question/inquiry”)

CHECK-OUT RESPONSIBILITIES

Prior to check-out, we ask that you leave the home in the same general condition as you found it. Wash & put away dishes, empty & wipe out refrigerator, straighten and organize furniture as you found it, leave beds unmade and linens in the rooms, place trash in bear-proof bins at top of driveway or community dumpster (for excess trash, please contact our office for disposal instructions. DO NOT leave excess trash outside trash receptacles), lock all windows and doors, and drop off any physical keys and rented DVDs at the front office by check-out time. We also accept any unused canned items at the office to be donated to a local charity. This information will also be included in your booking confirmation, pre-arrival email, pre-departure email, and through your Guest Portal.

Remotely checking out is an option for all of our vacation rental homes, regardless of how they checked in. To check out remotely, log into your Guest Portal and select the “check-out” button. We only ask that if you were given any physical keys, or rented any DVDs from the rental machines here at the main office, you please stop by and drop them off on your way out of town. Our office address is 5 Vacation Way, McHenry, MD 21541.

SAME TIME SAME PLACE - WHAT IT IS & HOW TO BOOK IT

If you loved your lake vacation, recreate it next year! You have first rights to book your property for the same dates next year, until the close of business on the Tuesday following your arrival. All properties will then become available each Thursday to the general public to start booking their vacations. Click here to fill in our Same Time Same Place request form; a reservationist will get back with you shortly to let you know next steps!

Looking for a different home next time? You will have the opportunity to finalize your plans on or after the Thursday following your arrival. 

Property owner reserved his or her own property for your dates? We’d be happy to assist you with finding another home! Contact us using the form below or browse our inventory online here.

Some of our homes offer repeat renter discounts up to 20% off! Ask about these offers when sending your request to rebook the property using the contact form below!

The rates and property details may change from their current status.



STILL HAVE QUESTIONS?



Name*
This will help us get you to the correct department.
Is this Housekeeping inquiry/request for indoor, outdoor, or both?
The name of the rental property you've booked or are currently staying at, and/or your reservation number are required to help us more quickly locate your information to best assist you.