Cabin Rental Policies – Terms and Conditions
As a guest, you are responsible for knowing and following the policies, terms, and conditions. Please
take a moment to read through prior to signing the Rental Agreement. Once you have signed, you will
have agreed to our terms and conditions.
ALL PROPERTIES ARE NON SMOKING
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.
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
If you are booking a reservation for a second party with your credit card and you are not going to be
staying in the rental, please call our office for assistance with your reservation. 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
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 15
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. 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
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.
WE RESERVE THE RIGHT TO TRANSFER YOUR STAY TO ANOTHER RENTAL, IF A PROBLEM IS FOUND WITH
THE PROPERTY YOU HAVE CHOSEN. We understand that you have made a choice when you reserved
your vacation rental, however if something occurs that would hinder your vacation, we try our best to
take care of the circumstance before we resort to moving you to another property.
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.
- Bag and place all trash in the outside trash cans.
- 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, small appliances and set the heat at 65 degrees in the winter months and air
conditioners at 75 degrees 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 engaged.
- If your rental has an alarm system, please re-set the alarm.
- 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.
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. 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 and anyone who has consumed
alcohol should NOT use the hot tubs. 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 off. It circulates periodically to keep the water moving through the filter and to
keep the temperature at a consistent temperature.
PLEASE KEEP THE SPLASHING AT 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. As with any hot tub, please shower your
body before and after use.
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
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
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
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
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. There is a $50.00 non-refundable pet fee for each dog. No more then
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 will be
responsible for any damage(s) 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
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 865-453-2887 directly 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
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
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
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 is not 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.