DEPOSIT & CANCELLATIONS
The first nights rental is required as a reservation deposit. All deposits are non-refundable, no exceptions. Should you need to change your dates, you can reschedule your reservation any time without penalty, as long as the change is processed at least 14 days prior to your arrival date. Please keep in mind that our rental rates fluctuate significantly depending on the dates, the modified reservation might be different than your original reservation amount. If the reservation is cancelled more than 14 days from your arrival date, we will hold the deposit for one year for you to apply to any future booking. If the cancellation is less than 14 days from your arrival date, the deposit is forfeited. Advance reservation deposits are not held in an escrow account regulated by the Tennessee Real Estate Commission. There are no refunds for early checkouts.
CHECK IN & CHECK OUT
Keys & maps will only be issued to the registered guests. Balance must be paid in full upon arrival, check-in is 3 p.m. Please do not ask us to check in early, in many instances the homes are cleaned just prior to your arrival, if we let guest check in early we have no way to insure the unit will be ready. Our office hours are currently 8:00am — 10:00pm Monday thru Sunday. Guests arriving after closing time will have a welcome package (including key or key code and map to your cabin) waiting for them in our late arrival box just outside the front door of our rental office. All late arrivals must be paid in full so please call the office to make arrangements prior to closing time. Late arrivals must leave a signed copy of this agreement in the key drop box. You will be expected to place dishes in the dishwasher, trash in the receptacle and then make sure the cabin is secure before departing. All keys must be returned to our rental office by 11:00am on the day of check out. If the key is not returned in a timely manner the guest may be charged a $50 charge for changing the lock. If your unit has a keyless entry, all you need to do is call the office and notify them of your departure.
Please Note – The office is closed on CHRISTMAS DAY (DEC. 25). All check-ins must be pre-paid and welcome packets will be left in the late arrival box.
WEATHER & DRIVING CONDITIONS
Most of our units are easy access on paved streets. Though significant winter storms are rare, some units may require 4 wheel drive and/or tire chains during winter storms. We have some units located in the mountains, roads in the mountains can be difficult during any season. Road surface conditions are not guaranteed at any time. Please ask about the road condition of the unit you are interested in when making reservations. No changes or refunds will be given for fear of curvy or steep roads. There are no refunds given due to weather. We do not provide transportation or take responsibility for towing service. Once you arrive and have checked into your unit, we are unable to change units or offer refunds if weather changes.
LOST & FOUND
We are not responsible for lost or stolen items. Please check your unit thoroughly prior to your departure for any personal belongings. If you notice you have left an item behind, please call our office and every effort will be made to locate the item.
CRITTERS & WILDLIFE
Please remember you are in the mountains. Each unit is professionally treated for pest control on a regular basis. Occasionally a few critters could make their way back inside. In these rare instances, no refund will be given. In such a case, notify the office, and we will make every effort to solve the problem in a timely manner. Please do your part by keeping windows and doors closed and all food and trash inside or in the appropriate outside receptacles.
PET FRIENDLY UNITS
Some of our units allow for pets weighing no more than 25 pounds. Please keep in mind each rental unit is an individually owned investment property so please be courteous and treat the unit as you would your own and make sure your pets do as well. There is a $50 pet fee if you choose to bring your pet.
OCCUPANCY & HOUSEKEEPING & AMENITIES
All rental units must be registered to and occupied by an adult 21 years of age or older. A copy of driver's license or photo id is required. Please limit occupancy to the cabin maximum and adhere to pet and smoking preferences of the cabin (service animals are welcome in all our properties). There is a $200 charge for bringing a pet and not notifying us or bringing a pet to a non pet friendly unit. In the event of damages or extra cleaning requirements, additional charges may be applied. Linens and towels are provided along with basic kitchenware and utensils. A starter supply only of soap, dishwashing detergent, toilet paper, trash bags, and paper towels will be provided. Upon arrival, please report any damages, shortage of supplies, or housekeeping issues immediately. We will do everything we can to make sure your cabin is ready for your stay. It is our mission to provide you the cleanest cabin in the Smokies so that you will become a repeat guest. However, there are rare occasions where your cabin might not be fully presentable by 3 p.m. or your hot tub won't be warm until later in the evening. In addition, from time to time, appliances, hot tubs, satellite TV, water, electricity, etc. will break down or malfunction. While we cannot refund any monies due to these issues that may be beyond our control, we will respond as quickly as we can to make repairs if possible. Because each of our units are individually owned, available amenities may change from time to time without notice. On rare occasions, properties are sold and management responsibilities transferred, under these, and similar circumstances, reservations may be moved to a similar property. Gas fireplaces are seasonal amenities and may not be available for use during the summer. Daily housekeeping is available for an additional fee.
SWIMMING POOLS, HOT TUBS, WHIRLPOOL TUBS & SAUNAS
Some units come with access to swimming pools. There are no lifeguards on duty and swimming is at your own risk. We ask that you please bring your own towels to use at the pool. Most of our units have outdoor hot tubs, Jacuzzis or whirlpool baths. There are certain health risks associated with the use of these amenities. Each registered guest is responsible for informing their guest(s) of the possible risks. Each hot tub is drained, sanitized, and serviced for correct chemicals after each guest departs. It is possible that the hot tub may not reach a comfortable temperature for use the first night of your stay. Hot tubs are for enjoyment only without the use of normal bathing products (soap, shampoo, bath oil, etc.). Hot tub covers are to be kept on hot tubs at all times unless hot tub is being used. DO NOT SIT, STAND ON OR MISTREAT any hot tub cover. A $350 charge will result in any damages done to hot tub covers. Consult a physician if you have questions or concerns before the use of a hot tub, Jacuzzi, sauna and/or pool. You may call the office during regular business hours with any questions you may have concerning your hot tub. Physicians strongly discourage pregnant women from using a hot tub.
Some seasons will have minimum night requirements depending on availability. Exceptions will be made if nights rented fall between two other reservations and the minimum is not possible. Please call our office for availability.
One night's rent with a major credit card required to confirm a reservation, an imprint of the card used will be required at check-in. If cardholder will not be present at check-in we must have a copy of their drivers' license and credit card (both sides) upon arrival. We do accept personal checks for a deposit as long as the reservation is booked at least 15 days prior to arrival. Cash, major credit cards, travelers checks or money order will be accepted at check in for the balance. We do not accept personal checks for the balance at check-in, if you need to pay the balance with a personal check please mail us the balance 15 days prior to your arrival.
NON-REFUNDABLE ACCIDENTAL DAMAGE WAIVER
In lieu of a normal security deposit there will be a damage waiver fee applied to each reservation based on the size of the cabin. One and Two Bedroom cabins - $30, Three and Four Bedroom - $40, Five and Six Bedroom - $50, Seven and Eight Bedroom - $60. The damage waiver covers up to $1,000 in ACCIDENTAL damages, such as broken kitchenware, coffee pot, etc. This does not cover nonaccidental damage to furniture and electronics (i.e. damaged television, broken VCR/DVD, broken bed frame, broken sleeper sofa, etc.) Guest will be responsible for all intentional or reckless damages, and the credit card on file will be charged. Guest also authorizes agent to charge any expenses relating to intentional or reckless damage, cleaning of the unit beyond a normal cabin clean (EX: heavy partying, trash, etc.), or theft of any property from the unit, to the credit card on file for that cabin. The guest who uses their credit card for the deposit is considered the responsible party, and all necessary charges concerning said cabin will be charged to the credit card on file, no matter who in the group caused the damage.