Cabin Rental Policies – Terms and Conditions
Thank you for choosing Mountain Cabin Rentals / Alpine Mountain Chalets for your travel plans!
As a guest with Mountain Air Cabin Rentals / Alpine Mountain Chalets, it will be your responsibility to know and follow our policies and procedures. Please take the time to read through them before signing your Rental Agreement Registration. By signing, you are acknowledging that you have read and agree to our terms and conditions. That you are authorizing Mountain Air Cabin Rentals / Alpine Mountain Chalets to charge the credit card given at the time of booking for the rental charges, and for any damages that may occur to the property during your stay.
Pursuant to the provisions of the Tennessee Code Annotated, Title 47, Chapter 18 and Title 62, Chapter 13, Section62-13-104(b)(3), Subdivision (D)(i), Mountain Air Cabin Rentals, LLC, discloses the following as policy:
If you sign your registration by electronic signature or print and sign the reservation confirmation and fax or email it back to us, you will not have to come to our office at check, you will be able to go directly to your rental for check in on the day of your arrival.
If you do not pre-register you will have to come to our office to register before checking into your rental.
If you are faxing your information, please fax to: 865-446-4586. If you would like to scan and e-mail the information, please email to: email@example.com . Please make sure to send a copy of your driver’s license or State Issued ID.
All reservations require half of your rental rate plus a $50.00 administration fee at the time of booking. The remaining balance is due 15 days prior to your arrival date. The balance will automatically be charged to the credit card that you provided at the time of booking unless you request otherwise. If you book 15 days or less, prior to your arrival date, payment is to be paid in full at the time booking. We do accept the following credit cards: Visa, MasterCard, Discover, and American Express. The reservation has to be in the name of the card holder and will require identification from the cardholder.
If paying your balance by check, we have to have it at least 30 days prior to your arrival date. No personal checks will be accepted within that time. If a check is returned, there is a $50.00 returned check fee.
We now have the option that you can log into your reservation confirmation and pay your balance as well as pre registering with your e-signature.
If you are booking a reservation for a second party please contact the office, do not book online.
We do have important information that we need to provide and receive to/from the credit card holder. If we cannot send/receive this information, the party you are booking the rental for will not be allowed to check into the rental.
We have a NO REFUNDS policy. Should you need to change your rental dates, you may reschedule your stay with a 15 day notice, prior to your arrival, with no penalty.
We do offer a Deposit Guarantee. The Deposit Guarantee is 7% of your reservation. The Deposit Guarantee is an optional charge. If you chose this option and need to cancel your reservation up to 3 days prior to your arrival, you will be refunded all monies paid except for the cost of the Deposit Guarantee. Inside 3 days of your arrival, even with the Deposit Guarantee, there will be no refunds, but the Deposit Guarantee will allow you to reschedule your stay
If you choose NOT to take the Deposit Guarantee, you will need to “opt out” if booking online or if booking by phone, please notify the reservation staff at the time of booking. You will not be entitled to a refund of your deposit or monies paid if you refuse to purchase the policy.
Deposit Guarantee only refunds the registered guest if the cancellation is made with our office staff, up to 72 hours (3 days), prior to arrival. (Email notification or voicemail notification of cancellation will not be accepted, you must speak with someone in our office.) In the event of an untimely emergency resulting in the need to cancel at the last minute, we do reserve the right to treat each emergency on a case by case basis.
Please call if you have any questions concerning the Deposit Guarantee.
Check-in time begins at 3:00 pm EST. or later. Due to our high standards for cleanliness, there is a chance that not all units will be ready for check-in promptly at 3 pm, especially during peak and holiday season. We ask for your patience.
On the day of your arrival you will need to call the office before 5:00 PM EST to get the key code (alarm code if equipped) for your rental, if you have pre-registered with the office. (We can only release the codes to the person whose name is on the reservation).
To pre-register, you will need to e-sign the document that is located at the bottom of the confirmation you received at the time of booking and provide proper identification. If you did not receive the confirmation letter in your e-mail, please check your junk/spam folder. If you did not receive the confirmation letter, please let us know.
Once we receive this information and your balance has been paid, we will email you directions to your rental. If you do not pre-register, you will need to stop in at our office and register before 6:00 pm EST. If you have not pre-registered with the office and are expecting to be arriving later than 6:00 pm EST., please call the office and make arrangements for a late arrival packet to be left in our late arrival box located at our office.
Look over the directions to your rental prior to your arrival and call if you have questions or concerns. Please go by the written directions that we provide to your rental. GPS systems can lead you in the wrong direction once you get into the mountainous areas. The directions we provide are more accurate–we are more familiar with the location of our rentals and of the area. While we do make every effort possible to have your rental ready by 3:00 pm EST, there could be a slight delay at check-in during Peak or Holiday Seasons – YOUR PATIENCE IS GREATLY APPRECIATED!
*Some rentals may require a car pass for the vehicles in your party. If so, you will have to stop by our office to pick these up. Your rental directions will indicate if you need this pass and if the area your rental is located has any restrictions. **Keys should remain in the lock box at all times.
We do not allow for Thanksgiving Day or Christmas Day arrival, as our office is closed.
If you are planning on pulling a trailer, we suggest you contact our office to see if the property you are renting will accommodate your needs. Most properties have limited parking.
From the time of your arrival at your rental, you have two hours to inspect your rental unit. Please make sure everything is to your satisfaction. If you find conditions that are unsatisfactory or damaged, please contact our office. After the first two hours, it will be assumed that you are accepting the property as is and there will be no compensation or adjustments made.
As all of our rentals are individually owned, sometimes owners will decide to sell their properties. In the event that a property sells and the new owner does not stay with our rental program, WE RESERVE THE RIGHT TO TRANSFER YOUR STAY TO ANOTHER RENTAL. IF A PROBLEM IS FOUND WITH THE PROPERTY YOU HAVE CHOSEN, WE RESERVE THIS SAME RIGHT. We understand that you have made a choice when you reserved your vacation rental, however if something occurs that would hinder your vacation, or it sells and is no longer available for rentals, we will try our best to take care of the circumstance before we resort to moving you to another property and will find you the most comparable property available for your dates.
Check-out time is 10:00 am EST; late departures will result in a $100.00 minimum fee. Should you find it necessary to leave earlier than your reserved departure date, NO REFUNDS will be given for early departures or any other reasons, including inclement weather and/or road conditions. If you are traveling to the area during the winter season, we advise that you keep a check on our local weather. In order to help us keep our rentals maintained for the next renter as it was for you, we ask that you please adhere to the following rules:
*Wash all dishes and put them away, or if your rental is equipped, place dishes in the dishwasher and start the cleaning cycle. The dish cleaning works on an honor system.
*Empty all contents from the refrigerator.
*If there is anything in the floors that a vacuum cleaner cannot pick up, please sweep or pick up.
*Gather and bag all trash and place it in the outside containers.
*Do not dispose of hot ashes, fire logs, or coals from your grill or fireplace in the trash cans. Please place them in the marked ash cans that are provided.
*Turn off all lights and small appliances and set the heat at 65 degrees in the winter months and air conditioners at 75 degrees in summer months.
*Please ensure all doors and windows are locked upon your departure and replace the key in the lockbox. If your rental has a keyless entry, please check the door to ensure that the lock has engaged.
*If your rental has an alarm system, please re-set the alarm.
*Please do a final walk through of the property before departure and make sure you have not left any items behind. We are not responsible for lost or left behind items. However, if we do find any items, we will ship back the item(s) that are found (if requested). The shipping charges will be charged to the credit card we have on file by the shipping company. We will only hold items left behind for seven (7) days before disposal.
No Show Policy
A “no-show” is an automatic forfeiture of all payments. A signed Rental Agreement is a contract between you (the guest) and the rental management company. Once a rental property is reserved the property is no longer available for rent to others. If you have reserved a property, paid in full, and do not show for the reserved dates, forfeiture of the full amount of the reservation is the NO SHOW policy.
Damage / Excessive Cleanup Policies
If there is a need for extra or excessive cleaning upon your departure, you will be charged a minimum of the following fees:
- If there are dirty dishes left in the sink: $75.00 minimum fee
- If there was smoking in the unit (ALL of our units are NON-SMOKING): $150.00 minimum fee
- If bubbles or oils are found in a hot tub: $75.00 minimum fee
- If hot tub covers are damaged: $375.00 – $475.00 replacement fee
- If any of the furniture has been moved, please move it back prior to check out. DO NOT move the pool tables or game tables.
- *There is a $40.00 fee if you need your hot tub serviced if your stay is under 7 days.
- *Any theft, vandalism or intentional damage will be photographed and reported to our local law enforcement and litigation is possible.
- *Any guest that we are forced to evict will forfeit all monies paid and no credits will be issued.
- *By signing this rental agreement you are acknowledging and accepting that this is a legal and binding contract and therefore gives the rental company the right to collect, on behalf of the owner, payment for damages, missing items, and/or excessive cleaning that are made necessary by your stay.
- *Due to strict fire codes, rentals are not to be used for parties or gatherings that exceed the sleeping capacity of the cabin.
- *Full payment for all damages, missing items and extra cleaning are the responsibility of the person’s name that is on the reservation and will be billed to their credit card.
The guest who signs the rental agreement will be responsible to tell anyone in his/her party that will be using the hot tub of all potential hot tub hazards. Hot tub use is strictly at your own risk. Children, pregnant women, persons with heart conditions, persons with sensitive skin or open wounds, and anyone who has consumed alcohol should NOT use the hot tubs. If you have any medical conditions or concerns, it is your responsibility to consult your physician prior to use!
Our hot tubs are cleaned/chemically treated after each guest. However, to make your hot tub experience safer from bacteria, it is recommended to turn on and run the hot tub jets for at least 10 minutes prior to use. You should always shower with soapy water before and immediately after use of any hot tub to prevent bacteria from forming in the hot and to avoid any skin irritations after use.
No food or drinks are permitted in the hot tub. If the hot tub is used excessively during a stay shorter than seven (7) days and requires dumping and refilling, there is a $40.00 service charge. Covers should remain on the hot tub at all times when not in use.
If your hot tub is cold upon arrival, please be patient as it may still be heating from being refilled with cold water at the time of cleaning. Watch the temperature and if it has not changed with 45 minutes to an hour, please call our office, as there may be a problem. Removing the cover or changing the temperature could slow down the heating process.
Please do not “play” with the hot tub panel buttons, if you are uncertain of which ones to push. Pushing buttons could cause the hot tub to go into “sleep mode.” This will keep the hot tub from heating properly. If you have questions about the settings, please contact our office.
Do not turn the hot tub power completely off. It circulates periodically to keep the water moving through the filter and to keep the temperature at a consistent temperature.
PLEASE KEEP SPLASHING TO A MINIMUM. Excess water running over the control panel can cause the control board to malfunction and/or stop working. If this happens and causes damage, the registered guest could be charged for the damages.
Most hot tubs have a chemical “floater.” This item houses the chlorine/bromine that helps keep the water at the proper chemical level. Do not remove this floater.
By using the hot tub and signing the rental agreement, you are absolving the rental management company, hot tub service providers, and the owner of any and all responsibility related to the hot tub or its use.
All hot tubs and/or jacuzzi tubs are fully inspected after each rental. Soaps, bubble baths, and bath oil use are PROHIBITED in all hot tubs and/or jacuzzi tubs. There will be a minimum charge of $75.00 if misuse is discovered upon your departure. Damage to hot tub covers will result in a $375.00-$475.00 charge.
Supplies & Linens
Most all of our rentals have a fully equipped kitchen including cook ware, dishes, glassware, flatware, utensils, coffeemaker, dishwasher, microwave, whirlpool tub(s), hot tub on the deck. Every rental is equipped with Heating and Air Conditioning, televisions, DVD or VCR, smoke alarms and fire extinguishers. Many will have a washer and dryer also.
Please keep in mind that each cabin is independently owned and while we suggest what each cabin should have, we do not have the final say.
We provide linens, including blankets for each bed, sleeper sofa or futon.
We provide enough towels for you and your guests. We do suggest bringing a beach towel for hot tub/jacuzzi use.
We provide Starter amounts of supplies; which includes, a roll of paper towels, a roll of toilet paper for each bathroom, hand soap, an extra trash bags in each can, dishwashing powder for the dishwasher, and dish washing liquid for the kitchen sink if your rentals does not have a dishwasher.
Please note that our inventory is checked by our inspectors, however if we have missed something, please call the office within the first two hours of your stay (if during business hours) and we will gladly take care of the missing item(s) as soon as possible. If after hours, call first thing the next morning.
If you need clean towels or linens during your stay, please wash them separately for your personal laundry. If the property you are renting does not have a washer and dryer, you are welcome to exchange your towels at the office during regular business hours, during your stay. We do not provide maid service.
As mentioned before, our properties are all individually owned. We make suggestions to owners on what each cabin should have, but we do not have any control as to what amenities are in each cabin. Bed sizes, cabin descriptions, names of cabins, amenities provided, etc. are subject to change without notice. We try to have the latest pictures on line, but occasionally the Owner will change things or there will be a necessary change that is made without the pictures being updated.
Based on the choice of rental owners, pets are allowed ONLY in rentals that state they are “pet friendly” and will be limited to dogs only, under 50 lbs. There is a $65.00 non-refundable pet fee for each dog. No more than two (2) dogs per pet friendly rental. If a pet is found in a rental that does not allow pets, there will be a minimum charge of $100.00. Please discuss this issue with us if you have any doubts. You are required to clean up after your pet, inside and outside (excessive hair and feces).You will be responsible for any damages that may be caused by your pet. If you are leaving your pet(s) unattended in the rental, they must be crated during your absence.
All of our cabins are independently owned and each owner has set up their property with the television service. Our Owners normally do not have premium cable or satellite packages at their property.
Some of the rentals have a landline phone, but not all rentals do.
Most of the properties have internet or WIFI, but again, not all do.
If there is a problem with the television service or internet service, our Office staff will do their best to get the problem rectified.
We do not refund or compensate if the television service, phone service or internet service is not working.
If your cabin has a local phone, it will not have the ability to call long distance, you are more than welcome to use a calling card or call collect. If your cabin has satellite television, cable television or internet service and you are not getting a signal, please call our office and we will contact the service provider with a request to restore your television service. If your cabin does not have internet or WIFI, there are several local restaurants and businesses that offer free WIFI.
Fireplaces are operational starting October 1st and they will be shut down for the season starting April 1st.
Most of our properties have fireplaces, some are electric, some are natural gas, some are propane and some are traditional wood burning. If you are renting a cabin with a gas fireplace, do not move the gas logs! These logs are set in a specific way to burn the gas properly without producing soot, outside of the fireplace. If these logs are moved and then the fireplace is used, it could potentially cause a “soot storm” in the cabin. If this happens, the entire room will be covered in black soot and the guest will be charged for all damages, replacements and clean up.
Do not remove the gas logs and use firewood in the fireplace! This could potentially cause combustion and be very harmful to guests. If a fireplace is found used in any other way than it was originally intended the guest will be responsible and charged a minimum of $200.00.
We permit use of all fireplaces beginning October 1st and ending March 31st of every year. The fireplaces may not be used during any other times. We have each fireplace inspected at the beginning of each “season” and at the end of each “season”. Fireplaces are turned off and deemed “off for use” beginning April 1st through September 30th of every year. If a fireplace is found used during the “off for use” time period a minimum charge of $200.00 will be charged to the credit card on file, to have the fireplace inspected again.
Many of the gas log fireplaces will have timers installed. Instructions on how to operate the timers are posted near the fireplace. If you have any questions, please call us and we will assist you.
If the property has a wood burning fireplace, you may purchase firewood at the local grocery store or at Wal-Mart. We do NOT provide firewood, matches, lighters, kindling, fire starter logs, etc…
We ask that you do not bring firewood with you, as our local forestry has set quarantine on bringing wood into the Great Smoky Mountain area. For more information on this quarantine, please visit The Friends of the Great Smoky Mountains website or contact the area Chamber of Commerce or Department of Tourism.
We make every effort to ensure the equipment in each property is in good working condition. However, things do stop working at a moment’s notice. If you find something not working properly upon arrival or during your stay, please contact the office. Our staff will do their best to get the situation corrected in a timely manner. We understand that you have made your decision to rent our property based on certain amenities, however mechanical failures are out of our control. Most of these things can be addressed and fixed, however in the untimely event of a break down; there will be no compensation or refunds.
In the case of a Power Outage, please call SCES 865-453-2887directly from the property if your rental has a landline. If it does not have a landline, they will need the cabin address to identify the outage problem. We are not responsible for a power outage.
Please note; mechanical failures after hours that are not considered an emergency, unless the failure is causing flooding or fire. If these instances are not a factor, please notify the office the next day and we will address the issue. We do not refund or make a monetary adjustment because of a mechanical failure of any kind; this includes (but is not limited to) hot tubs, whirlpool tubs, fireplaces, televisions, game tables, arcade games, appliances, sleeper sofas, utility problems, cable or satellite signals and WIFI.
Many of the rentals in this area have well water. In some cases the rental will have a filtration system, but not all do. A filtration system does not guarantee that the odor will be completely eliminated.
All of our rentals are on a monthly pest prevention routine, however, it does not completely eliminate all the little “critters” that you may see.
Refunds & Contacts
All rentals will be inspected after each guest. Everything will be checked to make sure it is in working order prior to your arrival. If for some reason there is equipment failure, we will make every effort to fix the issue promptly. We will not be obligated to give refunds for early departures; malfunctions in the equipment (i.e. hot tubs, jacuzzi, TV’s, fireplaces, DVD players, etc.), power outages, or inclement weather conditions.
Please call our office if you have any maintenance or housekeeping issues during business hours.
To ensure that our guests are happy and comfortable with their rental unit, we do offer a two (2) hour guarantee on our rentals. We ask that upon your arrival you inspect your rental and if you are not happy, within the first two (2) hours of your arrival, we will move you to another rental, if available.
Rental or date changes will not be allowed 15 days prior to arrival date unless approved by Management.
Respect Our Owner’s Property
All of our rental homes are individually owned by people just like you. We ask that you treat their property just as you would your own and leave no damage. If for any reason you need to move the furniture, please make sure that it is placed back in the original arrangement. If moving furniture, please be careful and don’t scratch or damage the floors and/or furniture.
Absolutely no house parties or unsupervised large student groups are allowed. We reserve the right to refuse service to anyone, at our discretion.
A parent or legal guardian must accompany anyone under the age of 21. We do not rent to anyone under age 21 and may use our right of refusal to decline any reservations. You must be 21 or older to rent a one (1) or two (2) bedroom unit and 25 or older to rent a three (3) bedroom or larger.
If a house party is discovered to be taking place in any of our rental units, the entire group will be required to leave. No refunds will be given. If a guest DOES have a party of which we are made aware, that guest will be charged for any and all damages discovered and the same will be reported to local law enforcement and possibly followed by litigation. This is considered fraud and is prosecutable as defrauding an innkeeper in the state of Tennessee. Rental unit occupancy is strictly enforced. Please adhere to the rentals sleeping maximums. Strict Tennessee fire codes prevent rental cabins from being overpopulated. If you misrepresent the number of people in your party, you will be asked to leave and no refunds will be given. We absolutely will not allow house parties of any kind.
All of the rentals are privately owned; neither the rental owner nor the rental management company be responsible for any accidents, injuries or illnesses that should occur while on the premises. By accepting this reservation, it is agreed that all guests are assuming the risk of any harm arising from their use of the premises or others whom they invite to use the premises.
Snow and Ice in the Mountains makes this a very tricky subject. Due to the mountainous area of many of the properties, if it does snow, we treat every reservation on a case by case basis. We suggest that you contact our office, if you are visiting this area during the winter months, to see if you will need 4 wheel drive or chains to get to your rental. If you are scheduled to be in a rental that is up a steep mountain road that is inaccessible, we will try to relocate you to an accessible cabin
We do not do refunds due to weather conditions. Weather conditions are out of our control. However, if we have enough notice, we may consider rescheduling your reservation. Please call us so that management can access the situation.
If you are already checked in and inclement weather occurs, making it impossible for you to leave, we will kindly extend your stay on a case by case basis. Remember if you can’t get out, we cannot get in.. Due to the difficult nature of travel when the weather turns bad, we are unable to do any “rescue missions” or “food delivery”, please plan your trip according to the weather forecast.
The rental management company will not be liable or responsible for the road or weather conditions and will not be clearing the roads. We will not be held liable for any damages to your property or personal injuries caused by weather conditions and will not be responsible for towing a vehicle if an accident occurs. If you are traveling during the winter months we suggest that you add the deposit guarantee to your reservation. For local road conditions please call: State Highway Department 877-404-3028 or the local number of 865-436-5181.
The registered renter agrees to indemnify the rental management company of any damages to the premises, which result from the renter’s occupancy (including furnishings and household items) and/or damages found upon arrival. The registered guest is the person who will be responsible for any damages his/her group causes to the property. Neither the rentals owner nor the rental management company will be responsible for accidents or injury to guests or for loss of money or valuables of any kind. The registered guest assumes full responsibility for any and all damages that his/her party causes, such as, but not limited to, excessive cleaning charges for problems caused by his/her party or for any items found to be missing after his/her party’s visit, including linens and towels. By accepting this reservation, it is agreed that all guests of the registered renter are expressly assuming the risk of any harm arising from their use of the premises or others whom they invite to use the premises.